The full terms of service for Family Restore Ltd. Clauses 1 to 14 concern the service; clauses 15 to 22 concern this website and the legal machinery that sits behind both.
About these terms
These terms are the basis on which Family Restore Ltd provides therapy, counselling, relationship guidance and coaching, and on which this website may be used. Using the site means you accept the website clauses; booking a session means you accept the service clauses as well.
Before your first session you will also be given a short written agreement covering the clinical arrangements — confidentiality, note keeping, contact between sessions, and how endings are handled. Where that agreement and these terms deal with the same subject, the written agreement you signed is the one that applies to your care.
Nothing in these terms affects your statutory rights as a consumer. Where the law gives you a right, it stands whatever a term on this page says.
Who you are contracting with
- Legal name: Family Restore Ltd, a limited company registered in England and Wales.
- Company number: [add Companies House number to lib/site.ts]
- Address: 3 Regina Road, Chelmsford, Essex [confirm full postcode]
- Telephone: 07395 854051
- Email: info@familyrestore.co.uk
- Professional body: [confirm professional body membership and register, then add it to lib/site.ts]
This website is information, not treatment
Everything published here — service descriptions, articles, frequently asked questions — is general information. It is written carefully, but it is written for nobody in particular.
It follows that:
- reading this site does not create a therapeutic relationship between you and the practice;
- nothing here is a diagnosis, a treatment plan, or advice about your situation;
- nothing here is medical advice, and none of it should be used to start, stop or change any medication. That is a conversation for your GP or prescriber;
- we cannot give clinical advice by email or over the telephone before an assessment, and we will say so rather than guess.
A therapeutic relationship begins only when we have agreed together, in writing, to work with each other.
We are not a crisis or emergency service
This is a private practice with consulting hours. Telephone messages and email are read during those hours only. There is no out-of-hours service, no on-call cover, and no monitoring of any inbox overnight, at weekends outside consulting hours, or during holidays.
If you or someone else is in danger now, please use one of the services that can respond immediately:
- Emergency services — 999, 24 hours, every day. If you or someone else is in immediate danger, or a life is at risk, call 999 now.
- NHS 111 — mental health option — 111, 24 hours, every day. Free NHS urgent mental health support. Call 111 and select the mental health option to speak to a trained adviser.
- Samaritans — 116 123, 24 hours, every day. Free, confidential listening for anyone in distress. You do not have to be suicidal to call.
A fuller list, including domestic abuse and under-19 services, is on our urgent help page. Please do not wait for a reply from us if the situation cannot wait.
The services we offer
We provide individual therapy and counselling, couples and relationship therapy, family therapy, and life coaching. Sessions are offered in person in Chelmsford and, where appropriate, online or by telephone. Details of each service are on the services pages.
Coaching is not therapy. Coaching works forwards, on goals, decisions and habits. Therapy works with distress and with patterns that have a history. If coaching turns out not to be the right container for what you are carrying, we will say so and talk about alternatives rather than continue.
The first appointment is an assessment. Its purpose is to understand what is happening and to decide together whether this practice is the right place for it. It is not a commitment to anything further.
We do not promise outcomes. Therapy is not a product with a guaranteed result, and any practitioner who tells you otherwise is overselling. What we undertake is to work with reasonable care and skill, in line with recognised professional standards, and to be honest with you about whether the work is helping.
We may decline to work with you, or refer you elsewhere, if we believe another service would serve you better — for example where there is a need for psychiatric assessment, prescribing, specialist addiction treatment, or a level of support a private practice cannot provide. Saying so is part of practising responsibly.
Booking, and when a contract is formed
An enquiry is not a booking. Sending a message, leaving a voicemail or completing the form on this website is an invitation to arrange something, and no time is held until we confirm it.
A contract between us is formed when we confirm your appointment in writing — normally by email — setting out the date, the time, the format and the fee. Please read that confirmation and tell us immediately if anything is wrong.
If we cannot offer you an appointment, we will say so plainly and, where we can, suggest where else to look.
Your statutory right to cancel
Where the arrangement is made at a distance — by telephone, email or through this website — the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a statutory right to cancel within 14 days, beginning the day after the contract is made. You do not need a reason.
Starting sessions inside the 14 days
Most people want to begin sooner than that, which is sensible and entirely allowed. If you ask us to start within the cancellation period, we will ask you to confirm that request in writing — a line in an email is enough.
Making that request does not remove your right to cancel. It means:
- if you cancel part-way through the 14 days, you pay a proportionate amount for the sessions actually provided, and nothing for those you have not had;
- if the whole of the service you booked has been completed within the 14 days at your express request, and you acknowledged in writing that you would lose the right to cancel once it was, then the right ends at that point.
How to cancel
Tell us clearly, in a way that leaves a record: email info@familyrestore.co.uk, or write to us at the address above. A clear statement is enough — there is no form you must use, though you may use the model cancellation form in the Regulations if you prefer.
Refunds
Any refund due is paid within 14 days of the day we are told you are cancelling, using the same method you paid with, unless you ask otherwise. We do not charge a fee for cancelling.
If the arrangement was made in person at the practice, it is not a distance contract and this statutory right does not apply. Everything in the next clause still does.
Changing or cancelling individual appointments
Your appointment is an hour of a working week that is held for you alone and offered to nobody else. That is why the notice period exists, and it is the only reason.
- 48 hours’ notice or more: nothing to pay, and we will find you another time that week if one is free.
- Less than 48 hours: the session is normally charged in full, because the time cannot realistically be offered to anyone else at that notice.
- Not attending without notice: charged in full. We will contact you once to check that you are all right.
- Arriving late: the session still ends at the time it was due to end, so that the person after you is seen on time.
- If we cancel: you pay nothing and we offer the earliest alternative that suits you.
Serious and unavoidable events — a bereavement, a hospital admission, an emergency at home — are treated with discretion. Tell us as soon as you can. This is a policy about held time, not a penalty, and we do not apply it as one.
The current fees, and how the notice period interacts with them, are on the fees and payment page.
Fees and payment
Fees are published on the fees page and confirmed to you in writing before your first session. No figure appears in these terms, so that there is only ever one place for a number to be wrong.
- Payment is due at or before each session unless we have agreed something else in writing.
- Accepted methods are set out on the fees page. Card payments are handled by a payment provider; we never see or store your full card number.
- There is no obligation to buy a block of sessions in advance, and we do not offer packages that have to be paid for up front.
- If a payment is missed, we will raise it with you directly and privately. Where an amount remains unpaid without any agreement, we may pause further appointments until it is resolved, and in the last resort recover it as a civil debt. We will always talk to you first.
- If your circumstances change and the fee becomes difficult, tell us. We would far rather have that conversation than lose you to an unpaid invoice.
- Fees are reviewed periodically. Any change is confirmed to existing clients in writing, in advance, and never applies to a session already booked.
What we ask of you
Therapy is not something done to you, and a short list of practical expectations makes the work safer for everyone.
- Give us accurate information, and tell us about anything that affects your safety — current risk, recent hospital admissions, medication, or other professionals involved in your care.
- Tell us if you are receiving therapy elsewhere. Two therapies running in parallel is occasionally right and often unhelpful, and it is a conversation worth having.
- Attend sober. We will not work in a session where someone is noticeably under the influence of alcohol or drugs, and the session will be charged.
- Do not record a session — audio, video or otherwise — without our written agreement. In couples and family work, the agreement of everyone in the room is needed as well.
- Treat the practitioner, other clients and any shared space with ordinary courtesy. Threatening or abusive behaviour will end the work.
- Where children or young people are seen, [confirm the practice’s policy on under-18s, including who must consent and who must be present].
Online and telephone sessions
Online work suits many people and does not suit everyone. If it is not working, we will say so and talk about alternatives.
- Sessions are held on [name the video platform used]. You do not need an account, and a link is sent before the session.
- Please join from a private space where you will not be overheard or interrupted, on a device you control. Headphones help more than people expect.
- Have a telephone to hand. If the connection fails and cannot be restored within a few minutes, we will call you and continue by telephone.
- Please tell us where you will be, and give a contact number for the place you are calling from. If something happened during a session, we would need to know where to send help.
- [confirm any territorial limit imposed by the professional indemnity insurer — many UK policies cover clients physically located in the UK only].
- We cannot be responsible for the quality of your internet connection, your device, or a third-party platform’s availability. Where a session is lost to a technical failure at our end, it is rearranged at no charge.
Confidentiality, and the limits of it
What you say stays in the room. The exceptions are few, and you will be told about all of them in writing before the first session rather than discovering them later. In summary, we may need to pass information on where there is a serious and immediate risk to life, where a child or an adult at risk appears to be in danger, or where a court order or statutory duty requires it.
All clinical work is reviewed in regular independent supervision, which is a professional safeguard for you. The work is discussed; your identity is not.
The full picture — what is recorded, where it is kept, who ever sees it, how long it stays and what you can ask for — is in our privacy notice.
Ending the work
You can stop at any time, for any reason or none. There is no notice period and no minimum number of sessions.
We will always offer a final session to finish properly, because endings matter and an unplanned one can leave things open. You are free to decline it.
We may end or pause the work if:
- it is not helping, or another service would clearly serve you better;
- continuing would be unsafe or outside the practitioner’s competence;
- fees remain unpaid after we have tried to resolve it with you;
- behaviour towards the practitioner or others makes the work impossible.
Except where safety makes it impossible, we will discuss this with you first, explain why, and help you find something more suitable.
If something goes wrong
Please tell us. Our complaints procedure sets out how to raise a concern, how quickly we will acknowledge and answer it, and the independent routes available to you if our answer does not satisfy you.
Raising a concern will not affect the care you receive. Complaints are useful; they are how a small practice finds out what it cannot see from the inside.
Intellectual property
The text, design, photography, illustrations, logo and code of this website belong to Family Restore Ltd or are used under licence. The name and the continuous-line mark are ours.
You may read the site, print a page, and share a link to it — please do. You may not republish our text elsewhere, use it commercially, present it as your own, or reproduce the design or branding, without written permission.
We expressly reserve all rights in relation to text and data mining, automated collection and the use of any material on this site to develop or train machine-learning systems. Nothing here grants a licence for those purposes.
Any material you send us — an email, a form submission, a document — remains yours. You give us only what we need to work with you and to keep the record described in the privacy notice.
Using this website properly
The site is provided for people looking for help, and for those around them. Please do not:
- attempt to gain unauthorised access to it, or to any server or database behind it;
- introduce anything malicious, or attempt to overwhelm the site or disrupt its availability;
- harvest contact details from it, whether by hand or automatically, for marketing;
- use a form to send unlawful, abusive or deliberately false content, or to impersonate someone else.
We may block access where any of this occurs, and report serious incidents to the police.
Links to other websites
We link to other organisations where it is genuinely useful, most importantly to the crisis and support services listed on this site. Those links are provided because they may help you, not because we have any relationship with the organisations concerned.
We do not control other websites and are not responsible for their content, their accuracy or their privacy practices. When you follow a link away from this site, the other organisation’s terms and privacy policy apply, not ours.
Our responsibility to you
This clause is written to be read, and it is deliberately not a wall of capital letters.
What we do not limit
Nothing in these terms excludes or limits our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation;
- your rights under the Consumer Rights Act 2015 — including that a service must be carried out with reasonable care and skill, within a reasonable time and, where no price was agreed, for a reasonable price;
- anything else which the law does not permit us to exclude or limit.
What we are responsible for
If we fail to carry out our services with reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. Loss is foreseeable if it is obvious that it will happen, or if we both knew it might when the contract was made.
What we are not responsible for
- Loss or damage that was not foreseeable, or that arises from circumstances outside our reasonable control.
- Business losses. The services are supplied to you as a consumer, for private use, and we have no liability for loss of profit, business, contracts or opportunity.
- Decisions taken solely on the basis of general information published on this website, rather than on advice given to you personally.
- The content, security or availability of any third-party website or platform.
The website itself
The site is provided free of charge and as it is. We take real care over its accuracy but we do not warrant that it will always be available or entirely free of error, and we may change or withdraw content at any time.
Family Restore Ltd holds professional indemnity insurance. [confirm insurer and level of cover before publication]
Events outside our control
We are not liable for failing to perform where the cause is genuinely beyond our reasonable control — serious illness, bereavement, a public health restriction, a power or network failure, extreme weather, or loss of access to the premises.
If that happens we will tell you as soon as we can, offer to move affected sessions, and refund anything paid for a session that cannot take place. If it goes on for an extended period, either of us may end the arrangement without penalty.
General
- Nobody else may enforce these terms. The contract is between you and us, and the Contracts (Rights of Third Parties) Act 1999 does not apply to it.
- If part of it fails, the rest survives. Should any clause be found unenforceable, the remaining clauses continue in force.
- Delay is not waiver. If we do not insist on something immediately, or delay in acting, that does not prevent us from acting later.
- Transfer. You may not transfer your rights under this contract to anyone else. We may transfer ours only where your rights are unaffected, and we would tell you first.
- The whole agreement. These terms and your written therapy agreement are what govern our work together. Nothing here limits your rights in respect of anything we told you that turned out to be untrue.
Governing law and jurisdiction
These terms, and any dispute arising out of them or out of the services we provide, are governed by the law of England and Wales.
Proceedings may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live, and you keep the protection of any mandatory consumer law that applies there.
Changes to these terms
We review these terms at least once a year, and update them when the way the practice works changes. The version and date at the top of this page always describe the current text.
A change to the website clauses takes effect when it is published. A change that affects an ongoing arrangement with you — the notice period, the fee, the way sessions are delivered — will be explained to you in advance and will not be applied to a session already booked.
Earlier versions are kept, and you may ask us for one.
