Terms of Service

Version: June 2026
Registered Company No. 12110579 | Registered in England and Wales

1. About Us and How to Reach Us

Hope Therapy and Counselling Services Ltd (registered company number 12110579) is registered in England and Wales. Our registered address is Terriers House, Amersham Road, High Wycombe, Buckinghamshire, HP13 5AJ.

We operate under the trading name Hope Therapy & Counselling Services and our website is www.hopefulminds.co.uk.

You can contact us at:

• Email:
• Telephone: 07379 538411 (lines open 9am–9pm)
• Post: Terriers House, Amersham Road, High Wycombe, HP13 5AJ

2. What These Terms Cover and How They Are Structured

These Terms govern all purchases made through our website and cover three types of product or service:

Part A — General Terms: Applies to all purchases of every kind.

Part B — Counselling and Therapy Services: Applies when you purchase a counselling session, therapy session, or consultation (individually, as a couple, or as a family).

Part C — Digital Products: Applies when you purchase a downloadable product such as an ebook, workbook, or resource guide.

Part D — Membership and Subscription Access: Applies when you purchase access to our membership platform.

All sections of Part A apply to your purchase. The relevant Part (B, C, or D) then also applies depending on what you are purchasing. If there is any conflict between Part A and Parts B, C, or D, the more specific section applies.

Part A — General Terms (All Purchases)

3. Who Can Purchase

By completing a purchase, you confirm that:

1. You are aged 18 or over (or, for family therapy, that you are the adult with legal responsibility for any minor participating);
2. You have the legal capacity to enter into a binding contract;
3. All personal information you have provided is accurate and up to date; and
4. You are purchasing for your own personal use and not for resale or commercial purposes.

If any of the above is not true, you must not complete your purchase. If you are unsure whether a service is suitable for you, we strongly encourage you to book our free 15-minute consultation before purchasing.

4. Forming a Contract

A contract between you and us is formed at the point your order is accepted and payment is confirmed. We will send you an email confirmation. We reserve the right to decline any order, including where:

1. We are not satisfied that we can provide a suitable service;
2. You have not completed the purchase process correctly;
3. A pricing or product error has occurred; or
4. We have reasonable grounds to believe the purchase is not appropriate, for example based on information disclosed during a consultation or in your purchase notes.

Where we decline an order, we will notify you promptly and refund any payment taken in full.

5. Prices and Payment

All prices are shown in Pounds Sterling and are inclusive of VAT where applicable. You must pay at the time of purchase unless otherwise stated. Acceptable payment methods are shown on our checkout page.

We reserve the right to correct pricing errors. If a pricing error affects your order, we will contact you before processing and give you the option to proceed at the correct price or cancel for a full refund.

We may change our prices from time to time. Changes will not affect any order you have already placed and paid for.

6. Your Data and Privacy

We take the protection of your personal information seriously. Our full Privacy Policy, which forms part of your agreement with us, is available at www.hopefulminds.co.uk/privacy-policy and explains in detail:

• What personal information we collect and why;
• The lawful basis on which we process it, including the processing of special category health data in connection with counselling services;
• How long we retain your data;
• Your rights under UK GDPR, including access, rectification, erasure, and the right to object;
• How to raise a data protection concern with us or with the Information Commissioner’s Office (ICO).

By purchasing a counselling or therapy service, you acknowledge that we and your assigned counsellor will each process limited personal and health data as necessary to provide the service. This is further explained in our Privacy Policy. Our affiliate counsellors operate as independent data controllers for the clinical records they hold in connection with your sessions.

7. Intellectual Property

All content on our website, including text, graphics, logos, and any digital products we create, is owned by or licensed to Hope Therapy & Counselling Services Ltd. You may not reproduce, distribute, or use any of it commercially without our prior written consent.

Where you purchase a digital product, you are granted a personal, non-transferable, non-sublicensable licence to use it for your own private purposes only. You must not share, resell, or republish it.

8. Prohibited Conduct

When using our website or services, you must not:

1. Provide false, misleading, or incomplete information;
2. Attempt to access our systems without authorisation;
3. Use our services in a way that is abusive, threatening, or unlawful;
4. Circumvent any security measures on our website;
5. Use our services for any commercial purpose without our written agreement.

We may terminate your access to our services immediately if you breach this section.

9. Complaints

We take all concerns seriously and are committed to resolving them fairly and promptly.

9.1 How to Make a Complaint

If you are dissatisfied with any aspect of our service, please contact us in the first instance at , setting out the nature of your concern. We will acknowledge your complaint within two working days and aim to resolve it within 14 working days.

If your complaint concerns the conduct of a specific counsellor, we will investigate in accordance with our internal complaints process. Where appropriate, we may refer the matter to the relevant professional body. We will keep you informed of progress.

9.2 Where a Complaint Cannot Be Resolved

If we are unable to resolve your complaint to your satisfaction, you may:

• Escalate to the counsellor’s relevant professional body (for example, BACP, NCPS, or UKCP, as applicable). Relevant registration details are available on request;
• Seek independent legal advice;
• Refer the matter to a mediation service or, where applicable, the courts of England.

Please note: data protection complaints are handled separately under our Privacy Policy and may be referred directly to the Information Commissioner’s Office (ICO) at www.ico.org.uk.

10. Limitation of Liability

Nothing in these Terms limits our liability for:

1. Death or personal injury caused by our negligence;
2. Fraud or fraudulent misrepresentation; or
3. Any liability that cannot lawfully be excluded under the Consumer Rights Act 2015 or other applicable law.

Subject to the above, our total liability to you in connection with any purchase shall not exceed the amount you paid to us for the specific product or service that gave rise to the claim.

We are not liable for any indirect, consequential, or economic losses, including loss of income, opportunity, or anticipated benefit, except to the extent required by law.

11. Amendments to These Terms

We may update these Terms from time to time. Changes will be published on our website and will take effect immediately for new orders. Your continued use of our services after changes are posted constitutes acceptance of the revised Terms.

12. Governing Law and Disputes

These Terms are governed by the law of England and Wales. If a dispute arises and cannot be resolved by agreement, either party may refer the matter to the courts of England and Wales. We encourage you to contact us in the first instance to seek informal resolution.

In the event of any dispute, we ask that you contact a senior representative of Hope Therapy & Counselling Services before commencing any formal legal proceedings, unless you are seeking urgent injunctive relief.

Part B — Counselling and Therapy Services

13. The Nature of Our Role

Hope Therapy & Counselling Services operates as an administration and referral service. We:

• Market and promote counselling and therapy services;
• Take payment for sessions on behalf of counsellors;
• Match clients to suitable affiliate counsellors; and
• Provide administrative support and oversight.

We do not employ the counsellors and therapists you will work with. They are self-employed professionals who operate as independent affiliates. Each counsellor is qualified, holds registration with an appropriate UK professional body (details available on request), and has been DBS-checked. They practise in accordance with the ethical framework of their respective professional body.

In some cases, and where it is considered clinically appropriate, you may be offered the opportunity to work with a trainee counsellor who is undertaking a supervised placement as part of their professional qualification. This will always be discussed with you in advance and you will never be placed with a trainee without your knowledge and explicit agreement. Trainee counsellors work under the close supervision of a qualified, experienced practitioner and operate within the same ethical and confidentiality standards as fully qualified members of our network. You are under no obligation to accept a placement with a trainee and may request a fully qualified counsellor at any time.

Full clinical responsibility for the content and conduct of your therapy sessions rests with your counsellor. From the point at which the therapeutic relationship is established, your counsellor assumes independent professional and clinical responsibility for your care. Hope Therapy & Counselling Services is not responsible for the clinical judgements, decisions, or actions of any counsellor, nor for any outcome arising from your sessions.

We are responsible for: the administration of your booking and payment; taking reasonable care in the selection and vetting of counsellors within our network; and providing administrative support should concerns arise. Where we become aware of conduct that falls below the standard expected, we will take appropriate action.

14. Suitability Assessment and Our Right to Decline or End Services

We strongly recommend that all new clients complete our free 15-minute consultation before purchasing any counselling service. This allows us to assess whether we can appropriately support you and to match you to the most suitable counsellor.

However, we recognise that some clients may purchase a session directly through our shop without first completing a consultation. In such cases:

1. We reserve the right to carry out a suitability assessment before your first session takes place. This will normally involve a telephone or written enquiry.
2. If, following that assessment, we determine that we are unable to provide you with appropriate support (for example, because the nature of your needs falls outside what our network can safely provide), we will notify you promptly and provide a full refund of any amount paid.
3. Examples of circumstances where we may be unable to support you include, but are not limited to: active suicidality or self-harm; acute psychiatric crisis; needs that require specialist statutory services; or situations where no suitable counsellor is available.
4. This determination is made entirely in good faith and in the interests of your safety and wellbeing. We will always endeavour to signpost you to more appropriate support.

Similarly, a counsellor may, in the exercise of their professional judgement, determine that they are unable to continue working with a client. In such circumstances, they are professionally obligated to handle this sensitively and to support an appropriate ending or referral. Hope Therapy & Counselling Services will provide administrative support in facilitating any necessary handover where possible.

15. Informed Consent to Therapy

By purchasing a counselling or therapy service, you acknowledge and consent to the following:

15.1 Consent to Engage in Therapy

You are voluntarily choosing to engage in counselling or psychotherapy. You understand that therapy involves discussing personal, emotional, and sometimes difficult material. You have not been coerced into doing so.

15.2 Nature of the Service

The counselling and therapy services we facilitate are provided by qualified professionals working within an appropriate ethical framework. The approach and modality will be discussed between you and your counsellor. You may choose to engage in or decline any particular therapeutic approach. Specific modalities such as EMDR or hypnotherapy involve distinct processes that your counsellor will explain to you in more detail before those techniques are used.

15.3 No Guarantee of Outcomes

We make no representation that counselling will produce any particular outcome. Therapy is a collaborative process and its effectiveness depends on many factors, including your own engagement and circumstances. We do not promise any specific therapeutic result.

15.4 Limits of Confidentiality

Your sessions are confidential. However, confidentiality has limits. Your counsellor may be required or professionally obligated to break confidentiality in limited circumstances, including:

• Where there is a serious and immediate risk of harm to you or another person;
• Where there is a safeguarding concern involving a child or vulnerable adult;
• Where required by a court order or other legal obligation.

In most cases, your counsellor will discuss this with you before acting. Our full Confidentiality Policy is available at www.hopefulminds.co.uk/client-counselling-policies.

15.5 Supervision

All our counsellors engage in regular clinical supervision as required by their professional body. Supervision may involve limited and anonymised discussion of client work. Your personal details will not be shared with a supervisor, and supervisors are bound by the same standards of confidentiality.

15.6 Session Recording

Sessions will not be recorded without the explicit prior consent of all parties. If you wish to request that a session be recorded for personal use, please discuss this with your counsellor before the session begins. Recording without consent is not permitted.

15.7 Trainee Counsellors

Where you have agreed to work with a trainee counsellor, you acknowledge that: your sessions will be subject to closer supervisory oversight than would typically apply with a fully qualified practitioner; your counsellor may discuss session material with their supervisor and training institution in an anonymised or appropriately protected form; and that the trainee is working towards a professional qualification. Your agreement to work with a trainee will be confirmed separately before your first session and may be withdrawn by you at any time. If you withdraw, we will make reasonable efforts to match you with a qualified counsellor, subject to availability.

16. Couples and Family Therapy

The following additional provisions apply where you are purchasing sessions for couples or family therapy:

16.1 Who Is the Client

In couples therapy, both individuals are clients. In family therapy, all participating adults are clients. Each person entering into therapy in this context consents to do so individually and accepts these Terms individually.

16.2 Confidentiality Between Parties

In couples and family therapy, the counsellor works with the relationship or family system as a whole. The counsellor will not hold individual secrets from one party that are material to the work, and the approach to individual disclosures will be discussed and agreed at the outset. If a counsellor receives information from one party in an individual session, they will clarify in advance how that information may be used in joint sessions.

16.3 Withdrawal of One Party

If one party to couples or family therapy withdraws from the process, the counsellor will discuss with all parties whether it is appropriate and therapeutically helpful to continue with the remaining participant(s). The counsellor’s professional judgement on this question is final. Where continuation is agreed, it will typically involve a clear re-contracting of the therapeutic purpose.

16.4 Payment

Payment for couples and family therapy is the joint responsibility of the adults booking the sessions. If one party cancels in a way that triggers a cancellation charge, that charge remains payable.

17. Booking, Cancellation, and Refund Policy for Counselling Sessions

17.1 Payment Timing

Payment for a counselling session must be made at least 48 hours before your scheduled appointment. Failure to pay on time may result in the session being cancelled. We will notify you if this is the case.

17.2 Cancellation by You

We understand that unexpected things happen. Our cancellation policy is as follows:

More than 48 hours’ notice: You may cancel for a full refund, or transfer your payment to an alternative date at no charge.

Between 24 and 48 hours’ notice: A cancellation charge of 50% of the session fee will apply. The remaining 50% will be refunded or credited.

Less than 24 hours’ notice or non-attendance: The full session fee will be charged. No refund will be given. This reflects the genuine loss suffered by your counsellor, whose time has been reserved and cannot be reallocated.

We recognise that genuine emergencies can occur. If you experience a serious and unforeseen emergency, please contact us as soon as possible. We will consider requests for discretionary exceptions on a case-by-case basis, though we are not obliged to grant them.

Cancellations must be made by contacting us directly at or 07379 538411. Cancellation notifications sent directly to the counsellor do not constitute formal cancellation for payment purposes.

17.3 Cancellation by Your Counsellor or by Us

If your counsellor cancels a session due to illness, personal circumstances, or any other reason, you will receive a full refund of any payment made for that session, or the option to transfer it to an alternative date. We will take reasonable steps to provide continuity of support but cannot guarantee the immediate availability of the same or any alternative counsellor.

If we cancel a session on administrative grounds, you will receive a full refund. We will notify you as promptly as possible.

Where a trainee counsellor is unable to continue for any reason, including the ending of their placement or the requirements of their training programme, we will notify you promptly and, with your agreement, offer an alternative counsellor. A full refund will be provided for any pre-paid sessions that cannot be fulfilled.

17.4 Counsellor Availability and Substitution

We cannot guarantee the ongoing availability of any particular counsellor. If your counsellor becomes unavailable — whether through illness, personal circumstances, resignation from our network, or any other reason — we will make reasonable efforts to offer you a suitable alternative. We cannot guarantee an alternative will be available at the same time or location. Where a mutually acceptable alternative cannot be found for a pre-paid session, a full refund will be given for any unused session payments.

We are not liable for any loss or disruption arising from a counsellor’s unavailability, provided we have taken the steps described above. This limitation reflects the self-employed and independent nature of our affiliate counsellors.

17.5 Misconduct by a Counsellor

If you believe that a counsellor has behaved improperly, unprofessionally, or in a way that has caused you harm, please contact us immediately at . We will investigate the concern and take appropriate action, which may include suspending or removing the counsellor from our network and referring the matter to their professional body.

Clinical responsibility rests with the counsellor. Hope Therapy & Counselling Services is not liable for the independent professional conduct of any counsellor. However, we take all such concerns seriously and our commitment is to act promptly and transparently when concerns are raised.

17.6 Our Liability in Relation to Counselling Services

Our role is administrative and we do not direct or control the clinical content of sessions. We are not liable for:

1. The clinical judgements, decisions, or conduct of any affiliate counsellor;
2. Any harm arising from the content or conduct of a session;
3. The unavailability of a particular counsellor;
4. Any therapeutic outcome or lack thereof.

This limitation does not affect any liability we may have for our own negligence in the vetting or administration of our counsellor network, or for any breach of our obligations as an administrative service.

18. Direct Payments to Counsellors

All payments must be made through Hope Therapy & Counselling Services via our secure payment portal. You must not pay a counsellor directly for sessions arranged through us.

If a counsellor contacts you and requests direct payment, you must decline, inform us immediately, and refrain from further direct communication on the subject. Accepting direct payment arrangements may result in your access to our services being suspended.

Part C — Digital Products

19. Digital Downloads — Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you ordinarily have a 14-day right to cancel a distance contract. However, this right does not apply to digital content once it has been downloaded or accessed, provided you have been clearly informed of this and have given your express consent.

By completing your purchase of a digital product, you confirm that:

1. You request that we make the digital content available to you immediately upon payment; and
2. You acknowledge and agree that, by activating or downloading the content, you lose your statutory 14-day right to cancel.

This is required by law and means that, once you have accessed or downloaded the product, we are not obliged to provide a refund unless the product is faulty. Any refunds for faulty digital products will be assessed on a case-by-case basis and issued using your original payment method.

20. Licence to Use

Your purchase grants you a personal, non-transferable, non-sublicensable licence to access and use the product for your own private purposes only. You must not:

1. Share, copy, or distribute the product to any third party;
2. Resell, sub-licence, or republish the product in any form;
3. Use the product in a way that damages our reputation or infringes our intellectual property rights.

All intellectual property in our digital products remains the property of Hope Therapy & Counselling Services Ltd at all times.

Part D — Membership and Subscription Access

This Part applies when you purchase access to our membership platform.

21. Membership Access

When you purchase a membership or subscription, you are purchasing access to our online platform for a specified period or on a recurring basis, as set out on the product page at the time of purchase.

22. Cooling-Off Period for Memberships

You have a 14-day right to cancel a membership subscription from the date of purchase, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, contact us at within 14 days of your purchase date.

If you have accessed or made material use of the membership content during the 14-day period, we reserve the right to make a proportionate deduction from any refund to reflect the value of access you have already used.

23. Renewal and Cancellation of Memberships

Where your membership renews automatically, we will notify you at least 14 days before each renewal date. You may cancel your membership at any time by contacting us at . Cancellation will take effect at the end of your current billing period. No partial-period refunds will be given unless required by law.

We reserve the right to suspend or terminate membership access where you are in breach of these Terms, or where we reasonably believe that your use of the platform is inappropriate or harmful to other members. We will notify you before taking such action except where immediate suspension is necessary to protect others.

24. Changes to Membership

We may change the content, features, or pricing of our membership offering from time to time. We will give you at least 30 days’ notice of any material changes or price increases before they take effect. If you do not wish to continue under the revised terms, you may cancel before the changes take effect and receive a pro-rata refund for any unused period already paid.

Appendix: SMS Marketing Terms

The following terms apply if you have opted in to receive SMS communications from us.

A1. Consent

By providing your mobile number and opting in, you consent to receive text messages from us regarding your appointments, account activity, and occasional service updates. You will not receive more than 8 marketing messages per month.

A2. Opting Out

You may opt out at any time by replying STOP to any message. For help, reply HELP or contact . Opting out of marketing messages does not affect transactional communications related to an active booking.

A3. Rates and Delivery

Standard message and data rates may apply. We are not responsible for delivery failures caused by network issues or carrier limitations.

A4. Eligibility

You must be at least 18 years old and the authorised user of the number provided.

Schedule: Key Contacts and Useful Links

General enquiries:

Complaints: (marked “Complaint”)

Data protection: (marked “Data Protection”)

Website: www.hopefulminds.co.uk

Privacy Policy: www.hopefulminds.co.uk/privacy-policy

Client Policies: www.hopefulminds.co.uk/client-counselling-policies

Information Commissioner’s Office: www.ico.org.uk

These Terms were last updated: June 2026

Hope Therapy and Counselling Services Ltd is registered in England and Wales, company number 12110579.