Therapy Terms and Client Service Agreement
1. Service
Innerworth Counselling Ltd provides private counselling and therapeutic support in person and online. Counselling is collaborative. It is not an emergency, crisis, medical, psychiatric or diagnostic service, and no outcome can be guaranteed.
2. Sessions
Individual sessions normally last 50 minutes. Couples and family sessions normally last 50 minutes unless agreed otherwise. Late arrival does not extend the scheduled appointment.
3. Fees
Individual sessions: £50. Couples sessions: £70. Family sessions: £100. Letters, reports and written professional documents: £70 unless otherwise agreed.
4. Payment
Payment is due 48 hours before the appointment unless otherwise agreed in writing. A session is not confirmed until payment is received. Block sessions, where agreed, must normally be used within two months of purchase.
5. Cancellation and non-attendance
At least 48 hours’ notice is required to cancel or rearrange. Less than 48 hours’ notice or non-attendance normally means the full fee remains payable. Alternative appointments are discretionary and subject to availability.
6. Consumer cancellation rights
For online, telephone or email bookings, clients may have a 14-day cancellation period under the Consumer Contracts Regulations 2013. If a client asks therapy to start within that period, they expressly request immediate performance. If services begin, they may be charged a proportionate amount for services supplied before cancellation. Once the service is fully performed after express request and acknowledgement, cancellation rights may be lost.
7. Online counselling
Clients must attend from a private, safe location; not while driving, travelling or in public; ensure others cannot hear, interrupt or record the session; and provide current location and emergency-contact details. Technology interruptions may require a session to be rearranged where appropriate.
8. Contact between sessions
Contact outside sessions is limited to practical matters such as booking, payment, cancellation and rearrangement. Therapy is not provided by text, WhatsApp, email, social media or telephone between sessions. Messages are not monitored as an emergency service.
9. Confidentiality
Information shared in counselling is confidential except where disclosure is required by law, necessary for safeguarding, serious risk, a court order, or prevention of serious crime. Anonymised work may be discussed in professional supervision.
10. Crisis and safeguarding
If you are in immediate danger, call 999 or attend A&E. For urgent non-emergency support contact NHS 111, a GP or local crisis service. Where serious risk arises, we may contact emergency services, safeguarding services, a GP, mental-health team or nominated emergency contact where necessary.
11. Client responsibilities
Clients must provide accurate and current information, attend sober and able to engage safely, behave respectfully, not record sessions without written permission, and pay fees as agreed. Unsafe, abusive or threatening behaviour may result in a session ending and therapy being paused or ended.
12. Ending therapy
Clients may end therapy at any time. Innerworth Counselling Ltd may pause or end work where clinically appropriate, unsafe, inappropriate, fees remain unpaid, appointments are repeatedly missed, or another service is more suitable. Referral or signposting may be discussed where appropriate.
13. Complaints
Concerns should first be emailed to innerworthcounselling@gmail.com. We will aim to address concerns fairly. Clients may also contact BACP about professional conduct. Innerworth Counselling Ltd is not obliged to participate in an alternative dispute resolution scheme.
14. Liability and law
Nothing excludes liability where unlawful. To the fullest extent permitted by law, Innerworth Counselling Ltd is not liable for indirect loss, technology failures outside reasonable control, missed appointments, or outcomes that cannot be guaranteed in therapy. These terms are governed by the law of England and Wales.
15. Acceptance
By booking, paying for, attending or continuing with counselling after receiving these terms, the client confirms that they have read, understood and agree to them.