TERMS AND CONDITIONS OF BUSINESS
Live Life Happy Therapy
These Terms of Business together with the policies on our website www.livelifehappytherapy.co.uk/privacypolicy (which we regularly update) apply when you accept them by scheduling a Session or placing an order for our Services, which includes any free Session. The email we send you when we accept your order), these Terms and the policies on our website create a legal Agreement between us.
1 ABOUT US AND OUR AGREEMENT
(1) (a) We are Live Life Happy Therapy whose trading address is at Fairview, Derby Lane, Cubley, Ashbourne, Derbyshire, DE6 2EY. Our email address is Livelifehappytherapy@hotmail.com and we own and operate the website www.livelifehappytherapy.co.uk
(b) We are not currently registered for VAT.
(2) You are the organisation or person who is accessing or buying from us and we will contact you using the contact details you give us on registration, unless you email us otherwise at Livelifehappytherapy@hotmail.com.
(c) These Business Terms supersede anything else and always apply unless we’ve agreed something else with you in writing. Together with the policies referred to in them and our Client Registration Form and Client Confirmation, they form our Agreement with you. By agreeing to work with you are accepting our Business Terms. Please email us at Livelifehappytherapy@hotmail.com if you have any queries.
2 HOW WE WORK TOGETHER
(1) About Our Services – (a) We provide counselling, psychotherapy and therapy service. We aim to provide a safe, supportive space to help individuals and couples heal and grow.
(b) We focus on providing both long-term and short-term therapy usually in weekly sessions.
(2) Working with us (a) We operate as an independent professional service provider offering services to clients on a private basis. Services may be delivered by the principal practitioner or by self-employed Associate counsellors, psychotherapists and placement students working under our agreements.
(b) (i) Associates and students deliver services under the clinical governance and policies of the practice, but work on a self-employed basis, independent contractor principles, not agency supply models and have no employment relationship.
(ii) Each associate and student maintains professional registration, insurance, and independent clinical accountability.
(c) We are not an employment business under the Conduct of Employment Agencies and Employment Businesses Regulations 2003.
(d) This enables us to offer high-quality, ethical counselling and therapeutic services while supporting collaborative, flexible working arrangements within a defined clinical framework.
(e) You can order our Services by discussing this with us or following the instructions on our Website.
(3) Delivering our services (a) Our services begin with a Client Consultation so we can agree on the support which you require before you are introduced to a counsellor, psychotherapist or student.
(b) Before a client is assigned to a counsellor, psychotherapist or student, a member of the Live Life Happy Therapy team will assess their suitability. This assessment ensures that the client’s needs align with the level of competence and that the counsellor, psychotherapist or student is equipped to provide the necessary support.
(c) All our counsellors, psychotherapists and students must be a member of a professional body such as one of the following and therefore must follow their chosen professional body’s membership ethics and ethical framework, professional conduct, policies, protocols, procedures and general and individual member’s standards, guidance and requirements. Professional bodies are:
(i) British Association for Counselling and Psychotherapy (BACP) or
(ii) National Counselling and Psychotherapy Society (NCPS) or
(iii) United Kingdom Council for Psychotherapy (UKCP)
(iv) Any other Professional Body which Live Life Happy Therapy confirms in writing to counsellor, psychotherapist or student as being acceptable.
(d) At the first session with your counsellor/psychotherapist or student they will
(i) agree on the support which you require and
(ii) the fees and how to pay and
(iii) explain the relevant terms including length of therapy, methods of practice, and referral or termination procedures and
(iv) The professional body which they are a member of together with any other codes of ethics or practice to which they subscribe, including details of the available complaints procedure.
(e) We will confirm this information to you in a Client Confirmation. Nicola this can be the email which a client receives from you when you acknowledge receipt as to what support the client has agreed including how many sessions and what cost (their order for services) and is titled/headed “Client Confirmation”.
(f) As part the professional development of each counsellor, psychotherapist or student and to meet the requirements of their respective professional bodies, they engage in regular supervision sessions and may review case work with their Live Life Happy Therapy Practice Lead and/or supervisor. This will done according to our Data Protection legislation, the relevant professional body guidelines and Live Life Happy Therapy policies.
(g) We always work to the best of our ability and try to help you achieve your objectives. Since our services are based on many factors, including your commitment and participation, we cannot guarantee success or results. If you have any queries or concerns regarding our services, please email Livelifehappytherapy@hotmail.com.
(4) Safeguarding – we are committed to providing a safe, supportive and welcoming environment to help individuals and couples heal and grow.
(5) Minimum Services (a) (i) Minimum Services means that we have may have agreed to provide services to you for a minimum amount of services or for a fixed term and this will be detailed on your Client Confirmation. For example, we may agree that Sessions are scheduled for a minimum or fixed term (such as for 6, 8, 12, 15, or 20 weeks. as a block of 10 Sessions) which is the minimum time we will provide services to you or we may agree on a minimum number of sessions with you.
(ii) These Minimum Services may be provided to you at a discounted rate from the rates that you would be charged. For example, instead of paying £110 a Session you may be offered 10 Sessions at £1000.
(b) If you wish to vary the Minimum Services detailed on your Client Confirmation then we reserve the right increase the cost of each Session to the rate which you would have been charged if you booked single Sessions.
(c) Please refer to clause 5 for rescheduling and clause 6 for ending our relationship/agreement.
(6) Sessions - Sessions can be
(a) One-to-one
These Services are when a counsellor, psychotherapist or student works directly and only with one client. Each session is tailored to your unique needs.
(b) Group Sessions
These Sessions are held in a group, with other clients. We organise the Sessions and provide you with the relevant access information.
(c) (i) Our services are provided in Sessions which usually last for 50 minutes (a Session). This is usually agreed in advance as and once you have agreed the date and time of a Session (scheduled a session) we regard it as booked. Your counsellor, psychotherapist or student will provide a reminder approximately 5 minutes before the session ends to enable you to schedule your next session and address any questions that may have come up during the session.
(ii) Most sessions are held on a weekly basis, as we find this consistency is key to creating meaningful and lasting change.
(7) Venue - Where Sessions can take place – Sessions can be
(a) Face to Face – this is where the counsellor, psychotherapist or student and client meet in person. We will agree when and where this happen and this will be confirmed directly by your counsellor, psychotherapist or student.
(b) Online/Virtual – (i) this is where the counsellor, psychotherapist or student conducts the Session online using a platform such as Zoom. Details will be provided directly by your counsellor, psychotherapist or student.
(ii) Where you agree to Online/Virtual Sessions then you also agree to the terms and conditions and policies which are relevant to the applicable platform(s) or technology used.
(iii) We will ask for your permission (consent) before we record any Session you take part in.
(c) Unless we have agreed something different with you, you are responsible for all and any costs relating to your attendance at all Sessions. This includes any transport and equipment required, such as access to a computer and the internet for online Sessions.
(8) Complaints (a) For any issues which relate to safeguarding, please refer to our Safeguarding policy and immediately contact our Safeguarding Lead, Nicola Griffiths at with you are accepting our Business Terms. Please email us at Livelifehappytherapy@hotmail.com
(b) For all complaints other than safeguarding issues please refer to our Complaints Policy.
(9) Intellectual Property Licence: (a) Subject to Third Party rights (for example, Third Parties own the Platforms we use), we own the logo, techniques, information, documents, and all materials and content, including Digital Content, and any rights (such as copyright and other intellectual property rights in the fullest sense).
(b) You have a licence to use anything we supply for the duration of our Agreement with you. However, you can’t share with any other person or organisation or allow them to access or use all or any part of them for any reason, nor can you copy, modify or publish in (such as on social media) any way
.
(10) Your Information, Data Protection and Confidentiality: (a) As an organisation we confirm that we will comply with our Data Protection obligations and responsibilities. By Data Protection we mean the Data Protection Act 2018, as updated, amended or replaced from time to time.
(b) Each counsellor, psychotherapist or student is registered with the Information Commissioner’s Office and agrees to comply with their own data protection obligations and responsibilities.
(c) (i) For details about the information (data) that we collect, and how we process it please see our Privacy Notice. We rely on all the information and documents that you give us so please check that it is complete, accurate and valid. Please email us at Livelifehappytherapy@hotmail.com.
(d) Confidentiality – subject to any exceptions when we must break confidentiality if required by law or to prevent serious harm, anything all our sessions are confidential.
(i) Couple and Family Secrets Policy – However, when we work with you as a couple or family, you are all our client together you confirm that you understand and agree to our Secrets Policy which is in section 5 of our Privacy Policy. This includes that no individual should discuss or what’s said in a session outside of the counselling, therapy or sessions without explicit permission from the others.
(ii) Young Person's Confidentiality Rights - Therapy is most effective when a young person is allowed to keep their counselling relationship private. We advise that children should be allowed to decide how much they wish to share about their sessions. The counsellor, psychotherapist or student will only break confidentiality in accordance with safeguarding and their legal and professional body obligations.
(iii) However, please remember that anything which you share in a Group Session is not confidential but please see clause 3(6) following.
3 YOUR RESPONSIBILITIES
You agree the following:
(1) You understand that we are NOT a crisis service. Clients who are in crisis or require urgent mental health support must contact the emergency services, their GP, or a mental health crisis team.
(2) Any information which you provide to us will be complete, true, accurate and you won’t deliberately omit nor withhold any data, information or documentation which will impact on the services we provide you.
(3) You will update us with any changes to the information supplied (such as a change of address) by emailing us at Livelifehappytherapy@hotmail.com
(4) Client Environment - To ensure an optimal therapeutic experience during online sessions, clients are advised to participate from a quiet, private room with reliable Wi-Fi. The chosen space should be free from potential distractions such as pets, children, or other family members, so that sessions remain confidential and uninterrupted. This arrangement supports effective communication and fosters a secure, focused environment for therapy.
(5) Session Requirements: All clients are expected to attend sessions in a state that supports safe and meaningful therapeutic engagement. In particular:
(a) Clients must not attend appointments while under the influence of alcohol, illegal substances, or any medication that impairs judgement, cognition or emotional regulation, unless medically prescribed and safely managed.
(b) If the counsellor, psychotherapist or student reasonably believes that a client is unfit to participate due to such impairment, the session may be terminated or rescheduled at the counsellor, psychotherapist or student’s discretion.
(c) In such cases, the standard Session fee may still apply, and any decisions will be made in line with safeguarding obligations and professional boundaries.
(d) Repeated incidents may result in a review of the therapeutic relationship and possible discontinuation of services, with appropriate referrals or guidance provided.
(e) Drop off and pick up for in-person Therapy (i) At Live Life Happy Therapy, there is no waiting area. When a client arrives, they should wait in their car until the counsellor, psychotherapist or student sends a message that they are ready for the session to begin. However, on the first visit, the counsellor, psychotherapist or student will come to greet the client.
(ii) For pick-up, the person collecting the client should arrive at least 15 minutes before the client’s appointment finishes, as there is no waiting area at the end of the session. Some sessions may end early if they have naturally come to a conclusion and extending them would not be beneficial. Therefore, it is important to be here earlier than the scheduled end time of 50 minutes.
(iii) (i) The safety of children and vulnerable clients remains their parents’/guardian's/carer’s responsibility.
(6) During Group Sessions, including Couple and Family Sessions, other clients may decide to share confidential information and we would ask you do not disclose that information to anyone else.
(7) Please also refer to section 4 about Rescheduling, Cancellations and Lateness.
4 RESCHEDULING, CANCELLING SESSIONS AND LATENESS:
(1) Rescheduling and Cancelling a Session Policy: (a) From time to time a counsellor, psychotherapist or student may need to cancel or rearrange a Session
(i) If a Session has to be rescheduled or changed the counsellor, psychotherapist or student will always use their best endeavours to give as much notice as is possible and, where relevant, find suitable replacements for scheduled/planned Sessions.
(ii) Your counsellor, psychotherapist or student will aim to give you at least one month's notice of any planned holidays so you have sufficient time to plan future appointments.
(iii) Neither we, nor the individual counsellor, psychotherapist or student are responsible for any consequences because of any rescheduling or cancellation.
(b) One-to-one Sessions
(i) You can usually reschedule/rearrange or cancel up to 2 Sessions a year. After this allowance has been used, the full session fee will be charged for any further cancellations or rescheduling requests, regardless of notice given.
(ii) Otherwise you can reschedule/rearrange Sessions by emailing your counsellor, psychotherapist or student directly using the information they have provided to you.
(iii) Regular Session Slot - Where we have agreed to retain a regular session slot for you (for example, you have a session at 3pm every Tuesday) then you can cancel the regular session slot for up to 2 weeks at a time and no more than 3 occasions a year, for example for holidays. However, if you want to cancel more than this then we can no longer guarantee that your regular session slot will continue to be available unless you pay the regular session fee to hold that regular session slot available for you in the future.
(iv) Unless your counsellor, psychotherapist or student has agreed something different with you,
-
You must give your counsellor, psychotherapist or student at least 48 hours’ notice so you are not charged for that Session.
-
If you give less than 48 hours’ notice, then you will be charged and must pay for the full rate for that Session and, if prepaid, it will not be rescheduled unless, as applicable, your counsellor, psychotherapist or student or we have specifically agreed otherwise, such as in extenuating circumstances.
(c) Group Sessions : Other Group Session can’t usually be rescheduled, but if you miss a Session you may be able to participate in a substituted Session but we are unable to guarantee this. If you are planning for a Student to miss a Session then please contact by emailing Nicola Griffiths in advance at Livelifehappytherapy@hotmail.com.
(2) Lateness: (a) All clients are expected to attend a Session (whether it is an individual Session or as part of a Group Session) no later than 20 minutes after the agreed start time. For example, if the Session is scheduled for 10 am the client is expected to attend no later than 10.20 am.
(b) If the client does attend within 20 minutes of the agreed start time, the counsellor, psychotherapist or student will continue the Session until it is scheduled to end. For example, if the Session is scheduled for a 50 minute session from 10 am and the client arrives at 10.15 am then the Session will continue and end at 10.50 am, as scheduled.
(c) If the client does not attend within 20 minutes of the agreed start time, the counsellor, psychotherapist or student reserves the right to
(i) terminate a one-to-one Session or
(ii) continue a Group Session with the other clients/participants
and in either case, in so far as the client is concerned, regard it as a completed Session and the full fee is payable and a prepaid Session cannot be rescheduled.
(d) If a counsellor, psychotherapist or student is late to a Session then they will make the time up or reschedule it, as will be agreed between you.
5 PAYMENTS
(1) (a) The amount that you are charged will be agreed with you by us or your counsellor, psychotherapist or student directly and confirmed in the Client Confirmation will be inclusive of any VAT which is due.
(b) Minimum Services – sometimes we agree to work with you for a minimum or fixed term and please refer to section/clause 2(5).
(c) Our fees are usually reviewed each year at the end of December.
(2) Invoicing and payment – (a) Payments must be made at the time of booking and will include any applicable VAT.
(b) Payments can be made using the link provided on our booking system.
(c) Invoices/receipts will be available for you by emailing Livelifehappytherapy@hotmail.com.
(d) Payment Problems: If there’s a problem with payment, such paying late, we reserve the right to:-
(i) immediately, and without liability, either stop or suspend your access to any services until we receive full cleared payment. You won’t be able to use or access services until we have received full cleared payment for all money outstanding to us.
(ii) charge interest at the rate of 15% per annum from the date that your payment is due until we get full cleared payment of the outstanding amount, together with any interest or other statutory late payment penalty. We may also recover reasonable costs including, but not limited to, legal costs and expenses incurred in obtaining payment.
(3) Instalment Payment Option – sometimes we may offer an Instalment Payment Option so you can spread the cost. This is not a credit agreement regulated by the Financial Conduct Authority so:
(a) You can only have an Instalment Payment Option for a fixed amount of money and to buy specific courses or workbooks from us and
(b) You must pay in 12 or less instalments over a 12-month period and
(c) We do not charge any interest or charges for instalment payments, other than default charges you incur, such as if your payment is late.
(4) Prompt Payment Discount sometimes we offer a Prompt Payment Discount so you pay less (get a discount) if you pay quickly and if this is available, we will tell you
(a) What discount is (usually a % off)
(b) The date and time you have to pay by so you can take advantage of the discount
(c) that you can only recover the amount of VAT that you pay.
(5) Refunds: From time to time we may agree that you are due a refund. The refund will be made back to the account and using the method in which you paid. We aim to process refunds within 14 days.
6 ENDING OUR AGREEMENT – INCLUDING CONSUMER RIGHTS
(1) Unless either of us ends our agreement early in accordance with this clause, it will end once you have completed the Services we agreed to provide.
(2) Complaints – If you have a complaint then please follow our Complaints Policy.
(3) Otherwise, if either of us commit a material breach (fails in any important obligation and either:
(a) it can’t be remedied; or,
(b) it can be remedied but it hasn’t been within 30 days of written notice of the failure by the other party, then the party who hasn’t failed in any of their obligations can immediately end the agreement by giving written notice to the other.
(4) Consumer Cancellations: The law gives consumers who buy by email or phone or from a website (this is called at a distance) a legal right to change their mind and cancel some orders when the consumer is buying from a business. The law says that someone is a consumer for these purposes when they are buying something which isn’t for their “trade, business, craft or profession”. If you have this legal right (i.e. you are a consumer and are buying at a distance) then you usually have 14 days from the date after you place their order to cancel your order. However, If you use any services (for example have a Session) then you will have to pay for all the Services which you’ve received.
(5) Ethical Termination – (a) We reserve the right to terminate our Services to you, on ethical or moral grounds. Whilst we always aim to provide you with 14 days’ notice to coordinate a smooth transition, ensuring continuity of care and the best possible outcome for you. However, there may be situations where we, in our sole discretion, believe that our services must be terminated without any notice. If we do this, you must pay for any Services which we have already provided but will not have to pay for any Services included in our agreement from the date of this notice.
(b) If, at any point, we feel that (i) you would benefit from support from another counsellor, psychotherapist or student then we will discuss this with you and, with your consent, deal with the referral process.
(ii) We are unable to meet your needs then we will make every effort to guide you toward the most suitable support.
(6) Other termination – Other than as detailed in clause 6(3), 6(4) and 6(5), either of us can give 14 days’ written notice to the other to end our agreement. This allows adequate time to address any unresolved issues and ensures a safe and thoughtful conclusion to the therapeutic process. If you end our agreement, then unless we have agreed otherwise, or Consumer rights apply you must immediately pay for any fees which have not already been fully paid for. This includes paying for the balance and/or whole of or any minimum period which we have agreed (see clause/section 2(5) .
(7) Our agreement will also automatically end if either of us, as applicable, passes a resolution for winding up (other than for the purpose of solvent amalgamation or reconstruction) or a court of competent jurisdiction makes an order to that effect, or ceases to carry on its business or substantially the whole of its business, or is declared insolvent, or convenes a meeting of or makes or proposes to make any arrangement or composition with its creditors, or a liquidator, receiver, administrative receiver, manager, trustee or similar officer is appointed over any of its assets.
7 GENERALLY
(1) Limitation of liability: In so far as the law allows we will never be liable for any indirect, incidental or consequential loss or damage, including any economic loss or loss of profit or business whatsoever suffered by you or anyone else, however it was caused. If we are found liable in any way then your claim would be limited to damages which will not exceed the amount you paid for, as applicable, the invoice to which your complaint relates.
(2) Events outside our control (Force Majeure) - We won’t be liable for anything outside our reasonable control including any delay or failure to perform any of our obligations.
(3) Any rights in this agreement are for your sole benefit and can’t be shared or transferred in any way.
(4) Notices: Notices must be sent to the email and/or postal addresses provided in the Client Confirmation unless we write to with a change, or you email us to Livelifehappytherapy@hotmail.com. Notices are deemed to be received when sent by :-
(a) Email - on the Working Day (which is any Monday To Friday from 9 am to 5 pm GMT but excluding any public holiday in England) on which they were sent, provided the sender has a valid successful delivery receipt.
(b) Post - using any tracked service - on the date that the relevant postal service obtains a record of receipt from or on behalf of the addressee.
(5) Waiver: Nothing in our Agreement will stop us from enforcing any of our rights in the future.
(6) Invalidity: Each section (clause) or any part at all of our Agreement is to be regarded as independent of the others. This means that if any clause or any part at all of our Agreement is found to be unenforceable or invalid, it will be treated as being cut out (severed) and will not affect the enforceability or validity of the rest of our Agreement.
(7) Governing Law: Our Agreement will be interpreted, construed and enforced in accordance with English law and will be subject to the exclusive power (jurisdiction) of the English Courts.