Terms and conditions

Welcome to Ember Therapy. These Terms and Conditions (“Terms”) govern your use of our website (www.ember-therapy.co.uk) and all related services. Please review these Terms before using our services. By accessing our website or booking a service, you agree to these Terms. If you do not agree, please do not use our services or book an appointment.

These Terms are part of your agreement with Ember Therapy Ltd. Please read them together with our Privacy Policy at www.ember-therapy.co.uk. If you have questions about these Terms, contact us at hello@ember-therapy.co.uk before proceeding.

1. Acceptance of Terms

1.1. By accessing the Ember Therapy website, booking a consultation or individual session, or using our services, you confirm that you have read, understood, and agree to these Terms, our Privacy Policy, and any information provided at the time of booking. If you do not fully agree to these Terms, please do not access our website or use our services.

2. About Ember Therapy

2.1. Ember Therapy (www.ember-therapy.co.uk) is operated by Ember Therapy Ltd, registered in England and Wales, with its registered office at c/o 1st Formations, London. In these Terms, Ember Therapy Ltd is referred to as “we,” “us,” “our,” or “Ember Therapy.” The client is referred to as “you,” “your,” or “client.”

2.2. Ember Therapy is a private clinical psychology practice specialising in assessment and psychological therapy for individuals experiencing grief responses and traumatic symptoms in the context of perinatal loss and birth trauma. Currently, all services are provided by an HCPC-registered Clinical Psychologist.

2.3. For the purposes of these Terms:

• “Session” refers to any consultation call, psychological assessment, or individual therapy session booked with Ember Therapy.
• “Services” means all clinical and non-clinical services offered by Ember Therapy, including the complimentary consultation call, psychological assessment, and ongoing therapy.
• “Website” means www.ember-therapy.co.uk.
• “Session Packages” refers to the pre-purchased session bundles offered by Ember Therapy.

3. Eligibility

3.1. To access Ember Therapy services, you must:

• Be at least 18 years of age or have consent from a parent/guardian if under 18.
• Be a UK resident, or a country covered by our professional indemnity insurance policy.
• Provide accurate, complete, and current information at the point of enquiry and throughout our work together.
• Use our services for lawful purposes only.

3.2. Ember Therapy does not provide crisis or emergency services and is not a replacement for urgent mental health or medical care. If you are at immediate risk of harm to yourself or others, call 999, visit your nearest Accident and Emergency department, or contact the Samaritans at 116 123 (free, 24/7). Additional crisis resources are available on our website.

3.3. By engaging with Ember Therapy, you acknowledge that our services offer psychological support and therapy. We do not claim to provide services intended to treat, cure, or diagnose mental health conditions.

4. Services Offered

4.1. Ember Therapy offers the following services:

• A complimentary 15-minute consultation call: a first conversation to explore whether Ember Therapy is the right fit for you.
• An initial psychological assessment: a 90-minute in-depth assessment of your obstetric history, current presenting difficulties, previous mental health history and therapy goals.
• Individual therapy sessions: 60-minute weekly sessions tailored to your needs and treatment plan.
• Session packages: To support you at different phases of therapeutic work. Each offering a saving on the single session rate.

4.2. All therapy sessions are currently delivered online via a secure, confidential video platform. Ember Therapy reserves the right to introduce in-person sessions in the future, subject to separate agreement.

4.3. Ember Therapy reserves the right to modify, suspend, or withdraw services at any time. Where possible, reasonable notice will be provided.

5. Fees and Payment

5.1. All fees are as stated on the Ember Therapy website at the time of booking. Fees are subject to review and will be communicated to you in writing before any change takes effect.

5.2. Payment is due prior to the commencement of each session or package, unless otherwise agreed in writing. Accepted payment methods will be communicated at the point of booking.

5.3. Session packages must be paid in full or in instalments, as agreed at purchase. Payments may be divided into three, following the schedule set at booking.

5.4. A discount is automatically applied to all session packages and does not require a code. This offer cannot be combined with concession rates or other discounts.

5.5. A limited number of concession-rate places may be available, subject to eligibility. Please contact us directly at hello@ember-therapy.co.uk to enquire. All such conversations will be handled with full discretion and confidentiality.

5.6. If your therapy is funded by private health insurance, you must confirm your coverage and obtain pre-authorisation from your insurer before sessions begin. If your insurer declines payment, withdraws cover, or requires a member contribution, you are responsible for any outstanding fees.

All fees include applicable taxes. Ember Therapy will issue an invoice or receipt for each payment. Please keep these for your records, especially if you plan to seek reimbursement from your health insurer.

6. Cancellations and Rescheduling

6.1. Sessions cancelled with less than 48 hours’ notice will be charged in full.

6.2. If you do not attend a session without prior notice, the full session fee will be charged, and the session will be considered used.

6.3. If you are more than 15 minutes late to a session, Ember Therapy reserves the right to consider the session missed and charge the full fee. Where possible, the remaining session time will be offered, but the session will not be extended beyond its scheduled end time.

6.4. In the event that Ember Therapy needs to cancel a session, we will provide as much notice as possible and offer an alternative appointment at no additional cost. Where a replacement session cannot be arranged within a reasonable timeframe, a full refund will be issued.

6.5. Ember Therapy understands that grief and trauma can make life unpredictable. Cancellations will always be handled with care, compassion, and flexibility wherever possible.

7. Confidentiality

7.1. All information shared within sessions is held in strict confidence. Ember Therapy will not disclose your personal or clinical information to any third party without your explicit written consent, except in the following limited circumstances:

• If there is a serious and credible risk of significant harm to you.
• If there is a serious and credible risk of harm to another person, including a child or young person.
• If disclosure is required by law or by court order.

7.2. When it is safe, we will discuss any concerns with you directly before sharing information with a third party. If this is not possible, we will use clinical judgement to minimise potential harm.

7.3. As HCPC-registered Clinical Psychologists, we participate in regular professional supervision. Information shared during supervision is anonymised whenever possible and remains subject to strict confidentiality standards.

Full details of how your personal and clinical information is collected, stored, and protected are set out in the Ember Therapy Privacy Policy, available at www.ember-therapy.co.uk.

8. Your Responsibilities

8.1. By engaging with Ember Therapy, you agree to:

• Provide accurate, honest, and complete information during the assessment and throughout therapy.
• Attend sessions punctually and give adequate notice of any cancellation or rescheduling.
• Engage with the therapeutic process in good faith.
• Notify Ember Therapy promptly of any changes to your circumstances that may be relevant to your care, including any changes to your health, medication, or risk.
• Use the website and all associated services for lawful purposes only.

8.2. You agree not to record any session in audio or video format without the prior written consent of Ember Therapy.

8.3. You agree to treat Ember Therapy staff and the therapeutic relationship with respect at all times. Ember Therapy reserves the right to end or decline to continue any therapeutic relationship where conduct is deemed inappropriate, threatening, or abusive.

9. Suitability and Ending Therapy

9.1. Ember Therapy reserves the right to decline services at any time, including when a client’s needs are outside our specialist scope or when we lack capacity to provide appropriate care. In these cases, we will always aim to refer clients to alternative services.

9.2. Either party may end the therapeutic relationship at any time. However, we encourage a planned and considered ending wherever possible, as this is an important part of the therapeutic process. If you wish to end therapy, please let us know as soon as possible so we can have a thoughtful close to therapy.

9.3. If Ember Therapy needs to end the therapeutic relationship, for example due to a change in clinical presentation or a conflict of interest, we will provide appropriate notice and, when clinically indicated, support with an onward referral.

9.4. If therapy ends early and sessions were pre-purchased as a package, unused sessions will be refunded at the package’s per-session rate. Used sessions will be charged at the same rate.

10. Online Sessions

10.1. All therapy sessions are currently delivered online via a secure, encrypted video platform. By booking an online session, you agree to:

• Ensure you have a stable internet connection and appropriate device for the duration of the session.
• Attend your session from a private, confidential location where you cannot be overheard.
• Not attend sessions while driving, operating machinery, or in any other unsafe situation.

10.2. In the event of a technical failure that prevents a session from taking place, Ember Therapy will make every reasonable effort to resolve the issue or rearrange the session at no additional cost.

11. Intellectual Property

11.1. All content on the Ember Therapy website, including text, images, logos, graphics, and the Ember Therapy name and brand, is the intellectual property of Ember Therapy Ltd unless otherwise stated. You may not copy, reproduce, distribute, or use any website content for commercial purposes without our prior written consent.

11.2. Resources, worksheets, and materials provided during therapy are for your personal use only. Do not share, reproduce, or distribute them without permission.

12. Limitation of Liability

12.1. Ember Therapy provides all services to the best of our professional ability and in accordance with HCPC and BPS ethical guidelines. However, we cannot guarantee specific outcomes from therapy.

12.2. To the fullest extent permitted by law, Ember Therapy Ltd, its directors, employees, and agents will not be liable for any indirect, incidental, or consequential loss or damage arising from your use of our services or website, except where such liability cannot lawfully be excluded.

12.3. Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

13. Complaints

13.1. Ember Therapy is committed to providing a high standard of care. If you have a concern or complaint about any aspect of your experience, we encourage you to raise it with us directly in the first instance by emailing hello@ember-therapy.co.uk. We will acknowledge all complaints within five working days and aim to resolve them promptly and fairly.

13.2. Clinical Psychologists working with Ember Therapy are regulated by the Health and Care Professions Council (HCPC). If you feel your concern cannot be resolved directly with us, you have the right to raise a complaint with the HCPC at www.hcpc-uk.org. You may also contact the British Psychological Society (BPS) if you feel our conduct falls short of professional standards.

14. Privacy

14.1. Your use of Ember Therapy services is governed by our Privacy Policy, which explains how we collect, use, store, and protect your personal and clinical information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy is available at www.ember-therapy.co.uk.

15. Changes to These Terms

15.1. Ember Therapy reserves the right to update or amend these Terms at any time. Changes will be reflected in the “Last Reviewed” date at the top of this document and published on our website. If you are an existing client and a material change is made, we will notify you directly. Continued use of our services following any change constitutes your acceptance of the updated Terms.

16. Governing Law

16.1. These Terms are governed by and shall be construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact

17.1. If you have any questions, concerns, or requests in relation to these Terms, please contact us:

• Email: hello@ember-therapy.co.uk
• Website: www.ember-therapy.co.uk
• Registered office: Ember Therapy Ltd, c/o 1st Formations, London

We are committed to responding to all enquiries promptly and with the same care and warmth that guides everything we do at Ember Therapy.