Terms & Conditions

Hart to Heart Therapy (Online Counselling) • Last updated: [add date]

1. About the service

Hart to Heart Therapy provides online, person-centred counselling for adults. Sessions are held online via Microsoft Teams or Google Meet.

Counselling is not a crisis or emergency service. If you are at immediate risk of harm, contact emergency services (999 in the UK) or seek urgent support.

2. Free 15-minute initial consultation

A free 15-minute initial consultation is offered to understand what you would like to achieve from therapy, explain how I work, and decide together whether we wish to proceed. This consultation is not therapy and is not suitable for crisis support.

3. Sessions, length and platform

• Standard sessions are 50 minutes.
• Sessions take place online via Microsoft Teams or Google Meet.
• You are responsible for having a suitable device, internet connection, and a private space.

4. Booking and payment

• Payment is required at the time of booking to confirm your session.
• Fees will be confirmed when booking (current standard fee shown on the website).
• If block booking is agreed, the number of sessions and discounted rate (if applicable) will be confirmed in writing.

5. Cancellation and rescheduling

• A minimum of 48 hours’ notice is required to cancel or reschedule a session.
• Cancellations with less than 48 hours’ notice may be charged in full, except in exceptional circumstances.
• If you do not attend a session (no-show) or are significantly late, the session may still end at the scheduled time.

6. Confidentiality

Counselling is confidential. What you share will not be disclosed without your consent, except where:

• there is a serious risk of harm to you or someone else,
• there is a safeguarding concern,
• disclosure is required by law or a court order.

Where possible, any need to break confidentiality will be discussed with you first.

7. Data protection and records

Personal data is handled securely and in line with 2018 GDPR guidelines (UK GDPR / Data Protection Act 2018). This may include basic contact details, session dates/times, and brief professional notes.

You may request access to your personal data and ask for corrections. If you would like a full Privacy Notice, please request this by email.

8. Online therapy considerations

• Online work relies on technology and may be disrupted by connection issues.
• If a call drops, we will attempt to reconnect. If unable, we may continue by an agreed alternative (e.g., reschedule).
• For confidentiality, you are encouraged to use headphones and ensure you are in a private space.

9. Boundaries and communication

• Communication between sessions is limited to practical arrangements (booking, rescheduling, administration).
• Therapeutic work takes place during booked sessions.

10. Suitability and referrals

If at any point this service is not the best fit for your needs, I may suggest alternative support or signposting. You are welcome to end therapy at any time.

11. Complaints

If you have a concern, please raise it with me first so we can try to resolve it. If appropriate, you may also follow the relevant professional complaints route through membership bodies (e.g., NCPS) if needed.

12. Contact details

• Email: helen@harttohearttherapy.co.uk
• Phone: 07468 723 353

13. Governing law

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

Note: This document provides general practice terms and is not legal advice. If you need legal assurance for your specific circumstances, consider having this reviewed by a qualified legal professional.