Terms & Conditions


We know Terms and Conditions are not the most exciting thing to read, but they're really important as obviously they lay out the rules and expectations for using our service. VITALLY, they protect both you and us. They help clarify things like privacy policies, payment terms, and liabilities, which can save everyone a lot of headaches down the road. So, they may not be thrilling, but they're definitely essential!

Please note: by booking a session, you are agreeing to our Terms and Conditions as outlined below.


Take care,


We totally understand that life can throw unexpected curveballs, so our cancellation policy is in place because our practitioners have set aside that specific time just for you. While we can't offer refunds for cancellations, we do allow you to reschedule your session up to 48 hours before it's scheduled. If sessions are missed or you give less than 48 hours notice, the session will be fully charged for. We get it, sometimes emergencies happen, so if you miss a session within that 48-hour window, we'll review emergency cancellations on a case-by-case basis. Our director will decide if a reschedule is possible. Thanks for understanding!

Some of this may seem obvious BUT: During our sessions, we want to create a safe and respectful environment for everyone involved, for you and our team. So we have a general code of conduct that's super important to maintain. We absolutely won't tolerate any abusive or threatening behaviour. If you engage in such behaviour, our practitioners have the discretion to end the session, you will not be reimbursed for the session and we may refuse future sessions being booked. Additionally, for everyone's safety, we ask that you're not driving during sessions, under the influence of drugs or alcohol or in an emergency situation. We want you to be your authentic self and totally present. It's important to be fully clothed, respectful, and not use discriminatory language towards us. You can expect us to follow these guidelines too so we can provide the best support.

At Counterpoise, we're all about finding the perfect professional match for your needs. We'll always give our best shot to match you up with the right practitioner. But of course, we get it, sometimes personalities don't vibe. If after giving it a fair chance if you don't gel with your practitioner, no worries! We can refer you to someone else who might be a better fit. Or, if it's more suitable, we can point you towards other services that cater specifically to your unique needs. On a serious note, it's important to remember that we're not equipped to handle crisis situations. If you're feeling suicidal, please seek support from EMERGENCY SERVICES and organisations like the Samaritans www.samaritans.org or telephone them on 116 123 (UK). They're there to lend a helping hand at the time when you urgently need it. We're all about catering to everyone - adults of all ages and young people! We want to make sure everyone feels welcome and supported. To this end our practitioners are excellently qualified and talented, but they may have their own preferences when it comes to who they are best skilled to work with. To ensure the best fit for you or your young one, we've got an awesome triage service in place. Think of it as a matchmaking service, but for finding the perfect practitioner. Just reach out to us and we'll guide you through the process, making sure both you and our team feel confident and equipped to provide you with an incredible service. We want to avoid any mishaps and ensure you have the best experience possible. All our practitioners know their professional limitations so from time to time you might be referred to another in the team as your needs change or emerge, we are here to help you see the best practitioner for your needs.

Privacy is a big deal for us here! We use clever online software that ensures your sessions are super safe. However, let's be real, technology can be a bit tricky sometimes. While we do our best to keep everything secure, there's a slight chance it might falter. To put your mind at ease, we're fully compliant with the latest GDPR policies, and we follow guidelines laid out by great industry governing bodies like the BACP, NCS, HCPC, and more. Your privacy matters to us, and we take it seriously. We are an online business which can come with risks. So, in the unlikely event of a cyber attack, you can do small things as an extra layer of protection when you book your session with us, we recommend using your initials and coding/hiding any personal information you want to keep private. Rest assured, we use trusted software to safeguard your data, but we understand that you may want that extra layer of protection. It's all about giving you peace of mind. If you have any concerns or questions about how we handle your privacy, feel free to give us a shout. We're here to keep you in the loop.

We’ll keep saying it: PRIVACY is always important to us. Your personal details are kept under lock and key, coded and/ or encrypted to keep your identity protected. We do not keep notes but some practitioners make brief notes to aid their memory to assist their memory in their specific practitioner role with you. We do not under any circumstance write reports or use practitioners’ notes as evidence. We are a multidisciplinary team and so work together to ensure you are getting the best service, but don't worry, your information is strictly confidential, and we won't share anything without your consent. CONFIDENTIALITY: when it comes to wellbeing, safety always comes first. If we believe that you're in danger or at risk, either to yourself or others, we might have to take some action to ensure your safety. We'll always try to discuss this with you upfront, your input matters, and we'll try to make sure we're on the same page before taking any necessary steps. However, if the opportunity doesn't arise to talk this through with you and we think you need further support from outside services we will use our professional knowledge and judgment to ensure yours and others safety is at the forefront of our decisions. Your space: Please make sure you are in an environment that is safe, private, not likely to be overlooked, overheard or interrupted. We offer sessions strictly only to you! Only those signed up to these terms and conditions. No one else is to attend by being with you or nearby. We secure the connection so no one can join. Recording of sessions is prohibited too but feel free to make your own little notes to yourself! Your trust is important to us so we are committed to keeping you and others safe and sound.

We love spreading the word so everyone can access the good stuff we know about and want to share. We love having your support out there in the world, so sometimes we might ask for references, testimonials or to use photos for our social media (this is more relevant for events and retreats, not your 1:1 sessions, we’re not SILLY!). But, it's completely up to you whether you want to give us that luxury! PS- We‘ll ask for your consent if you’re on a retreat. We totally respect your privacy, and if you're not comfortable, no problem- just let us know! Now – if you happen to share something on social media and we find it totally awesome, we might repost it! But here's the deal: it's always up to you to make the first move. We won't share anything without your permission, so don't worry about that but if you tag us, we’ll assume we can repost. If, by some chance, you're not happy with our service (although we'll do our best to avoid that), we kindly ask you to reach out to us directly instead of venting it out publicly. We'd much rather have a chance to make things right with you, first! You're important to us and we value your feedback and satisfaction. So, let's keep the lines of communication open! contact@counterpoisewellness.com

We understand that everyone's needs are unique and different, and we're all about supporting you in the best way possible. However, if for any reason we can't provide the exact kind of support you need, don't you worry. We'll do our utmost to find you the next best fit, whether it's within our network or through another organisation. Great news for you is - we've got a treasure trove of resources, materials, and support on our website! They're there to lend a helping hand, but here's a small caveat: we can't guarantee that they'll be useful for everyone. We're all individuals with different needs, after all. So, if you happen to come across something that isn't helpful for you, please feel free to stop using it. We won't hold it against you! Although we wholeheartedly believe in the efficacy of our services, support, sessions, workshops, resources, and materials, we can't take responsibility for how they will work for each and every person. We're confident they can help, like we’ve said, everyone's journey is unique. So, let's keep working together, adapting where needed, and finding the right path that suits you best.

When you have your first session with our awesome professionals, we'll kick things off with a bit of information gathering. Please don’t worry, let us reassure you - this is all about keeping you and others safe and ensuring we can support you best- nothing more. Of course we need some essential information to make sure we can provide you with the best support while following all the guidelines laid out for us. We know you might not be comfortable sharing every little detail, and that's okay! But please know if we don't have enough information to keep you safe, it might not be possible for us to work together. This is all about safety. Timings: You can book 50 or 30 minute sessions. These timings are chosen with the best possible potential for good practice to meet your needs. SO If you happen to be a little late without giving us a heads-up, we'll be waiting for you on the call for 20 minutes of a 50 minute session or 10 minutes of a 30 minute session. After this time, we will end the call and you'll still be charged. We know lateness is sometimes unavoidable, but we want to make sure we respect everyone's time and you get the most from a session. Of course we know life happens to all of us. If the delay is on our end due to an emergency or some tricky technology hiccups, don't you worry, it’s on us so we'll happily reschedule the session with you to make sure you still get the full time you paid for. We've got your back! So, let's keep it safe, communicate when needed, and make the most out of our time together.

When it comes to accessing online wellbeing sessions, it's important to understand the whole liability deal. While we strive to provide a safe and positive experience for you, there are a few things you should know. We're here to offer support and guidance, but ultimately, the responsibility lies with you. When participating in our online sessions, you accept any risks and liabilities that may come with it. We do our best to create a secure and protected environment our end, but we can't control every aspect of the internet or your environment. You're responsible for ensuring you have a stable internet connection, using a secure device, and protecting your personal information. We're here to provide a safe space, but it's up to you to take necessary precautions on your end. Remember, our sessions are meant to be helpful and empowering. We'll do everything we can to support you, but like with any online activity, there are limitations to what we can control so we do not take responsibility for this. If you have any concerns or questions about liability or online safety, don't hesitate to reach out. We're here to help you navigate this journey and make it as smooth as possible.

We've got you, and here's the lowdown. At Counterpoise, we take team selection seriously. We hand-pick our practitioner community, making sure they have all the right qualifications and safety checks. Our selection process is rigorous. We chose the best of the best, because you deserve nothing less! When it comes to our service, we're all being respectful, honest, and boundaried. We value your trust, you’re showing self respect and courage in choosing us and we'll do everything in our power to provide you with an experience that leaves you feeling heard, supported, and empowered. Safety, AGAIN? It's a top priority so we've mentioned it alot! We're on the ball when it comes to legal policies and governing body policies. Why? Because we want to offer you the absolute best and safest service possible. No cutting corners here, we are compliant and thorough. So, feel confident knowing that we've got your back with protocols and policies. We're here to serve you with the utmost professionalism, expertise, and care. If you ever feel this has been faulted, please let us know: contact@counterpoisewellness.com

Data Protection and Record Management Policy At Counterpoise, we understand the importance of protecting your personal information and maintaining proper record management practices. This policy outlines our commitment to data privacy and our practices for handling and safeguarding your data. 1. Data Collection and Use: a. Personal Information: We collect personal information from you solely for the purpose of providing our wellbeing services and keeping you and others safe. This may include your name, contact details, GP information, next of kin and other relevant information necessary for your session and safety. b. Consent: We will obtain your explicit consent before collecting any personal information, and we will only use the data for the intended purpose with your consent. c. Limited Access: Your personal data will be accessed only by authorised personnel who require it to deliver our services efficiently and effectively. 2. Data Storage and Security: a. Confidentiality: We will treat all personal information and session details as highly confidential and handle them with the utmost discretion. b. Secure Storage: Your data will be securely stored in protected electronic systems to prevent unauthorized access, loss, or alteration. c. Access Control: We implement appropriate security measures to restrict access to personal data to authorized personnel only. d. Third-party Service Providers: In the rare event that we engage any third-party service providers, we will ensure they adhere to industry-standard security practices and data protection laws. e. Data Breach: In the unfortunate event of a data breach, we will take immediate action to mitigate any potential harm and notify you as required by relevant data protection laws. 3. Record Retention and Disposal: a. Retention Period: We will retain your personal information for as long as necessary to fulfill the purpose for which it was collected, and as required by applicable laws and regulations. b. Disposal: When personal data is no longer needed, we will securely dispose of it to prevent unauthorized access or disclosure. 4. Compliance: a. Legal Requirements: We ensure compliance with relevant data protection laws, regulations, and guidelines applicable to our operations. b. Data Subject Rights: We respect your rights regarding access, correction, and deletion of your personal information and will cooperate promptly in addressing any such requests. 5. Staff Training and Awareness: a. Training: Our staff receive safeguarding, data protection and confidentiality training to ensure they are well-equipped to handle and protect personal information. We are committed to continually reviewing and enhancing our data protection and record management practices to maintain a high standard of security and privacy. If you have any questions or concerns about our data protection policy, please do not hesitate to reach out to us.

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