Terms & Conditions

1. Where to find information about us and our services

1.1 You can find everything you need to know about us, The Mindful Practice Ltd, and our therapy services on our website before you make a booking. We also confirm the key information to you in writing after you order, by email or text message.

1.2 When you make a booking, you are agreeing that your purchase of our therapy services will be subject to these terms.

1.3 By placing an order for our therapy services, you are booking a therapy or counselling session or sessions with one of our practitioners.

2. When you buy from us you are agreeing that:

2.1 Sometimes we reject booking requests.

2.2 We charge you when you make a booking.

2.3 We charge interest on late payments.

2.4 We're not responsible for delays outside our control.

2.5 You're responsible for making sure your details and information are accurate.

2.6 You have a legal right to change your mind.

2.7 You can end an on-going contract (find out how).

2.8 You have rights if there is something wrong with your service.

2.9 We can change services and these terms.

2.10 We can suspend supply (and you have rights if we do).

2.11 We can withdraw services.

2.12 We can end our contract with you.

2.13 We don't compensate you for all losses caused by us or our services.

2.14 We use your personal data as set out in our Privacy Notice.

2.15 You have several options for resolving disputes with us.

2.16 Other important terms apply to our contract.

3. Sometimes we reject bookings

3.1 Sometimes we reject bookings, for example, because a credit reference we have obtained is unsatisfactory or because we can't verify your age (where the service is age-restricted). When this happens, we let you know as soon as possible and refund any sums you have paid. Also, if our services don't meet your needs, we'll do our best to connect you with a more suitable organisation or provider.

4. We charge you when you Make a Booking

4.1 The charges for the services are as set out in our current price list at the date of booking on our website.

4.2 All credit and charge card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment, we will not be liable for any delay or non-delivery. In addition, in the interests of preventing fraudulent use of credit, debit and charge cards, we may validate the names, addresses and other information supplied by you during the booking process with a third party. By booking from our website, you consent to such checks being made. All information provided will be treated in accordance with the Data Protection Act 2018.

4.3 Both block bookings and individual bookings require upfront payment to secure your reservation. However, for some services we take payment at regular intervals, as explained to you during the booking process.

5. We charge interest on late payments

5.1 If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

6. We pass on increases in VAT

6.1 If the rate of VAT changes between your booking date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

7. We're not responsible for delays outside our control

7.1 If our supply of your service is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial or we cannot reschedule your booking you can contact our Customer Service Team to end the contract and receive a refund for any services you have paid for in advance, but not received, less reasonable costs we have already incurred.

8. You have a legal right to change your mind

8.1 Your legal right to change your mind. For most of our services, you have a legal right to change your mind about your purchase and receive a refund of what you paid. This is subject to some conditions, as set out below.

8.2 When you cannot change your mind. You cannot change your mind about a booking for therapy services, once they have been completed (and you must pay for any services provided up the time you cancel).

8.3 How to let us know and what happens next. If you change your mind, contact our Customer Service Team. We will refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund. We reserve the right to charge you for any fees we have incurred up to the date of cancellation if you cancel a booking within 48 hours of the scheduled session.

9. You can end an on-going contract (find out how)

9.1 Although you can end your therapy contract at any time, we ask that you give us at least two weeks’ notice to ensure we can reallocate the therapist’s time to support another person.

10. You have rights if there is something wrong with your service

10.1 If you think there is something wrong with your therapy service, you must contact our Customer Service Team. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website: www.citizensadvice.org.uk. Remember that you have several options for resolving disputes with us. Where you would like to escalate your complaint, you can do so to the practitioners governing body.

11. We can change services and these terms

11.1 Changes we can always make. We can always change a service:

11.1.1 to reflect changes in relevant laws and regulatory requirements; and

11.1.2 to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the service.

12. We can suspend supply (and you have rights if we do)

12.1 We can suspend the supply of a service. We do this to:

12.1.1 deal with technical problems or make minor technical changes;

12.1.2 update the service to reflect changes in relevant laws and regulatory requirements; or

12.1.3 make changes to the service (see We can change services and these terms).

12.2 We may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 4 weeks you can contact our Customer Service Team to end the contract and we'll refund any sums you've paid in advance for services you won't receive.

13. We can withdraw services

13.1 We can stop providing a service. We let you know at least 14 days in advance and we refund any sums you've paid in advance for services which won't be provided.

14. We can end our contract with you

14.1 We can end our contract with you for a service and claim any compensation due to us if:

14.1.1 you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;

14.1.2 you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service; and

14.1.3 We deem the services we provide unsuitable for your needs.

15. We don't compensate you for all losses caused by us or our services

15.1 We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

15.1.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your booking meant we should have expected it (so, in the law, the loss was unforeseeable).

15.1.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.

15.1.3 Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

16. We use your personal data as set out in our Privacy Notice

16.1 How we use any personal data you give us is set out in our Privacy Notice: Privacy Policy.

17. You have several options for resolving disputes with us

17.1 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

18. Other important terms apply to our contract

18.1 Customer obligations. You shall:

18.1.1 co-operate with us in all matters relating to the services, including completing the Personal Information Intake Form;

18.1.2 provide us with such information and materials as we may reasonably require in order to supply the services, and ensure that such information is complete and accurate in all material respects, including but not limited to, name, address and general practitioners details;

18.1.3 inform us and/or your practitioner of any new or change of mental health or physical diagnosis which may have an impact on the therapeutic process;

18.1.4 be mindful and respectful of the therapy process and to always act in the best interest of the therapeutic process;

18.1.5 not contact the practitioner outside of the hours in which the services are being provided; and

18.1.6 arrive on time for the services and where you are going to be late, you shall immediately inform us and/or your practitioner.

18.2 Practitioners registered body. Our practitioners shall adhere to the code of ethics and guidelines of their relevant registered body. We shall carry out suitable supervision of our practitioners to ensure the quality of the work is as required by their regulatory body. Your personal data shall not be shared with any regulatory bodies unless detailed otherwise in our Privacy Policy.

18.3 Use of online platforms for the services. Where the services are being carried out online our practitioners shall use Zoom. You can request that the services be carried out via telephone or an alternative platform, you acknowledge that such platforms may not be secure due to a difference in encryption processes. We shall not be liable for any cyber breach during the services.

18.4 We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for services not provided.

18.5 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

18.6 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

18.7 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

18.8 Confidentiality. Each party undertakes that it shall not at any time disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party, except as permitted by this clause. Each party may disclose the other party's confidential information:

18.8.1 to its employees, officers, representatives, contractors, subcontractors or advisers who need to know such information for the purposes of carrying out the party's obligations under these terms. Each party shall ensure that its employees, officers, representatives, contractors, subcontractors or advisers to whom it discloses the other party's confidential information comply with this clause;

18.8.2 as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority; and

18.8.3 where there is risk of harm to you or anyone else.