The Online Therapy Space

Terms of Service

Effective Date: 1 July 2026

These Terms of Service (“Terms”) form a legally binding agreement between The Online Therapy Space (“the Service Provider”, “we”, “us”, “our”) and the client (“you”, “your”) for the provision of counselling and psychotherapy services.

By booking, attending, or paying for sessions, you confirm that you have read, understood, and agree to these Terms.

1. Service Overview

We provide counselling and psychotherapy services delivered online via secure video conferencing (Zoom) and, where agreed, in-person sessions.

Therapy provides a confidential space to explore emotional, psychological, and life-related issues. Outcomes cannot be guaranteed, as progress depends on individual circumstances and engagement.

2. Professional Status

The practitioner is a registered member of the British Association for Counselling and Psychotherapy (BACP) and works in accordance with the BACP Ethical Framework.

All services are provided in line with professional, ethical, and legal requirements.

Clinical Supervision

The therapist receives regular clinical supervision in accordance with BACP requirements to support safe, ethical, and effective practice. Client information discussed in supervision is anonymised wherever possible.

3. Therapeutic Relationship

Therapy is a collaborative process between client and therapist. You may raise any concerns at any time.

Sessions are typically:

  • Weekly
  • At a consistent agreed time
  • 50 minutes in duration

Fortnightly sessions are not offered. Availability is limited and subject to scheduling.

4. Session Availability

  • Standard working hours: Monday–Thursday, 4:00pm–9:00pm
  • Services are provided for approximately 40 weeks per year, with breaks during school holidays and half terms
  • Additional sessions may be offered at the therapist’s discretion but are not guaranteed
  • Session frequency and agreed fees are fixed once confirmed

Fees may be reviewed annually, with changes typically effective from April each year. Reasonable notice will be given.

5. Fees and Payment

The standard fee is £70 per 50-minute session.

Payment terms:

  • Payment is required at least 7 days before each session, unless otherwise agreed
  • Payment methods include bank transfer and card payment
  • Card payments are processed securely via Square, a PCI-DSS compliant payment processor
  • The Service Provider does not store or have access to full card details

Failure to pay on time may result in cancellation or suspension of services.

Consumer Cancellation Rights

Where counselling services are due to begin within 14 days of booking, you expressly request that the service starts during the statutory cancellation period. Once a session has been fully provided, any applicable right to cancel in respect of that session may be lost.

6. Cancellation and Rescheduling

All sessions are reserved exclusively for you.

  • A minimum of 7 days’ notice is required to cancel or reschedule.
  • Where sufficient notice is given, sessions may be rescheduled subject to availability or transferred to another agreed date.
  • Cancellations with less than 7 days’ notice, or non-attendance, will be charged at the full session fee. This is because the appointment time has been reserved exclusively for you as part of an ongoing therapeutic commitment and, due to the nature of therapy practice and fixed weekly scheduling, it is unlikely that the appointment can be offered to another client at short notice.

In exceptional circumstances, discretion may be applied but does not override this policy or set precedent.

Late arrival will not extend session time.

If the therapist cancels, an alternative appointment will be offered where possible.

7. Online Sessions and Technical Issues

Sessions are delivered via Zoom.

You will receive a secure meeting link prior to each session. You may be placed in a virtual waiting room until admitted.

If connection is lost:

  • Reconnection will be attempted via Zoom
  • If unsuccessful, contact will be attempted via telephone within 10 minutes where possible

You are responsible for ensuring:

  • A private, quiet environment
  • A stable internet connection
  • That you are not driving or in a public place
  • Appropriate use of headphones where possible

Client Information and Emergency Contact Details

Before therapy begins, you agree to provide accurate and up-to-date contact information, including:

  • Full name
  • Current residential address
  • Telephone number
  • GP details
  • Emergency contact details

You agree to notify the therapist promptly of any changes to this information.

Where there is a serious concern regarding your safety or the safety of another person, this information may be used to contact appropriate services, your GP, or your emergency contact where clinically and ethically justified.

Client Location During Online Sessions

For online sessions, you agree to inform the therapist of your physical location at the start of each session if you are not attending from your usual address.

This information may be required if emergency services need to be contacted due to concerns about your immediate safety or the safety of others.

Cross-Border Therapy

Services are intended primarily for clients ordinarily resident in the United Kingdom unless otherwise agreed.

If you access therapy while located outside the United Kingdom, you are responsible for ensuring that receiving counselling or psychotherapy services is lawful within that jurisdiction. The therapist reserves the right to decline or discontinue services where legal, regulatory, insurance, or professional requirements prevent cross-border working.

8. Confidentiality

All sessions are confidential, except where disclosure is required by law or ethical obligation.

Confidentiality may be broken if:

  • There is a serious risk of harm to you or others
  • There are safeguarding concerns involving a child or vulnerable adult
  • Disclosure is required by law or court order
  • There is involvement in terrorism, money laundering, or serious crime
  • Professional supervision is required (identities are anonymised where possible)

We follow the BACP Ethical Framework in all confidentiality decisions.

9. Online Confidentiality Limitations

While secure systems are used, absolute confidentiality cannot be guaranteed online.

You are responsible for ensuring you are in a private, secure environment during sessions.

Electronic Communications

Reasonable measures are taken to secure electronic communications and online systems. However, no method of transmission over the internet or by email can be guaranteed to be completely secure.

Clients are encouraged to avoid sending highly sensitive personal information through unsecured email where possible.

10. Communication Between Sessions

Contact outside sessions is limited to administrative matters such as scheduling and payments.

We do not provide emergency or crisis support.

Response times cannot be guaranteed outside working hours.

11. Emergency Support

This service is not an emergency service.

If you are in crisis or at risk of harm, you agree to contact:

  • Emergency services (999)
  • NHS 111
  • Your GP
  • Local crisis mental health services
  • Samaritans (116 123)

12. Safety Planning

Where appropriate, a “keep safe” plan may be agreed collaboratively to support your wellbeing. This may include contacting crisis services or support networks.

13. Client Conduct

You agree not to attend sessions under the influence of alcohol or non-prescribed drugs.

If this occurs, sessions may be paused or rescheduled at the therapist’s discretion.

14. Recording and Session Capture

Neither the client nor the therapist may record, photograph, film, screenshot, or otherwise capture any part of a therapy session without the prior written agreement of both parties.

Unauthorised recording may result in the termination of therapy services.

15. Data Protection and Record Keeping

We comply with:

  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018

We are registered with the Information Commissioner’s Office (ICO) where required under applicable data protection legislation.

Data Controller

The Online Therapy Space is the Data Controller for all personal data.

Privacy Notice

A separate Privacy Notice is available and provides detailed information about how personal data is collected, used, stored, shared, retained, and protected, together with your rights under UK GDPR.

Record System

Clinical records are stored securely using WriteUpp, a GDPR-compliant electronic health record system.

Payment Processing

Card payments are processed via Square, a PCI-DSS compliant provider. We do not store card details.

Data Held May Include

  • Contact details
  • Assessment information
  • Clinical session notes
  • Risk and safeguarding information
  • Administrative records

Purpose of Processing

  • Delivery of counselling services
  • Clinical record keeping
  • Safeguarding and risk management
  • Legal and regulatory compliance
  • Professional supervision (anonymised)

Lawful Basis for Processing

Personal data is processed under Article 6(1)(b) UK GDPR (performance of a contract) for the provision of counselling services.

Where special category health information is processed, the lawful basis includes Article 9(2)(h) UK GDPR (health or social care provision) and, where applicable, Article 9(2)(f) UK GDPR for the establishment, exercise, or defence of legal claims.

Your Rights

You have rights under UK GDPR including:

  • Access to your data
  • Correction of inaccurate data
  • Restriction of processing (where applicable)
  • Requests for deletion (subject to legal obligations)

Subject Access Requests

Requests relating to personal data, including subject access requests, should be submitted in writing. We will normally respond within one calendar month in accordance with UK GDPR requirements.

ICO Complaints

If you are dissatisfied with how your personal data is handled, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Record Retention

Adult client records are generally retained for seven years following the conclusion of therapy unless a longer retention period is required by law, safeguarding obligations, insurance requirements, court proceedings, or professional guidance.

Records are securely deleted or destroyed once the retention period has expired.

16. Ending Therapy

You may end therapy at any time.

We request two weeks’ notice where possible to support a planned ending.

We may end therapy if:

  • It is no longer clinically appropriate
  • Boundaries are breached
  • Fees remain unpaid
  • Safety concerns arise

Where appropriate, referrals or alternative support may be discussed.

17. Complaints

If you are unhappy with any aspect of the service, you are encouraged to discuss this directly.

You may also contact the British Association for Counselling and Psychotherapy (BACP):

Phone: 01455 883300

Email: gethelp@bacp.co.uk

Address: 15 St John’s Business Park, Lutterworth, Leicestershire, LE17 4HB

18. Limitation of Liability

Therapy is a collaborative process and outcomes cannot be guaranteed.

Nothing in these Terms excludes liability for:

  • Death or personal injury caused by negligence
  • Fraud or fraudulent misrepresentation
  • Any liability that cannot be excluded under UK law

Force Majeure

The therapist shall not be liable for any failure or delay in providing services where such failure or delay results from circumstances beyond reasonable control, including but not limited to illness, power outages, internet failures, natural disasters, government restrictions, industrial action, or other unforeseen events.

Where possible, alternative arrangements will be discussed and offered.

19. Governing Law

These Terms are governed by the laws of England and Wales.

20. Acceptance

By booking, paying for, or attending sessions, you confirm that:

  • You have read and understood these Terms
  • You consent to counselling under these conditions
  • You agree to the processing of your personal data as described
  • You understand this is not an emergency service
  • You acknowledge receipt of, or access to, the Privacy Notice