Terms and Conditions
Tracey Brittain Therapy (IB5 Limited)
Cancellation Policy and Planned Breaks
4.4 Repeated cancellations (including no-shows) – withdrawal of automated booking system
If you cancel appointments three (3) times in a row (i.e., three (3) consecutive cancellations), IB5 Limited may, acting reasonably, revoke your access to the automated booking system (including Cliniko self-booking links). Where automated booking is revoked, all future appointments must be arranged manually via the admin team. For the purposes of this clause, a “cancellation” includes a failure to attend an appointment (“no-show”).
4.5 Manual bookings – payment in advance
Where appointments are arranged manually under clause 4.4:
(a) the appointment will be treated as provisional until payment is received;
(b) the session fee must be paid in advance within two (2) calendar days of the date the appointment is agreed between you and the admin team; and
(c) if payment is not received within that two-day period, IB5 Limited may cancel the provisional booking and release the slot.
4.6 Discounted rates become void following repeated cancellations
If you have been offered any discounted, concessional, legacy, promotional, or otherwise reduced rate, that discount will become void once clause 4.4 applies. Any future sessions booked manually under clauses 4.4–4.5 will be charged at the market rate displayed at https://www.traceybrittain.org/prices (as updated from time to time).
Communication & Emergencies
5.1 For all cancellations and rescheduling, please use the links provided in your confirmation emails.
5.2 Your therapist cannot provide crisis/emergency services. In an emergency, please contact NHS 999, your NHS GP, or the Samaritans (telephone 116 123) immediately, and discuss the situation with your therapist at your next session.
Payment Terms
6.1 Payment is due immediately following each session. Card details may be held securely by Stripe, Xero, and Cliniko. GoCardless and Stripe may also process your data. Where clause 4.5 applies, payment must be made in advance in accordance with clause 4.5.
6.2 Interest may be charged daily on overdue payments at an annual rate of 8% above the Bank of England base rate, plus an administrative fee of £30 if required for debt recovery (in accordance with the Late Payment of Commercial Debts (Interest) Act 1998).
6.3 It is your responsibility to ensure your email address is up-to-date and monitored, and that correspondence and invoices sent to that address are received by you.
Therapist Absence
7.1 You will receive as much notice as reasonably possible in the event of therapist holidays or absences. You will never be charged for sessions cancelled by your therapist.
Arrival and Late Attendance
8.1 Please arrive at your appointment time. Delays cannot usually be made up and may result in reduced session time. If you are late collecting a child, you may be charged for additional time.
Safety and Conduct
9.1 Please do not attend therapy under the influence of alcohol or non-prescribed drugs. The therapist reserves the right to end a session in such circumstances.
9.2 Therapy may provoke strong feelings; if emotions become unmanageable, the session may be ended early for your safety.
9.3 If there are concerns for your safety, or that of others (including vulnerable adults or children, or the therapist), appropriate agencies may be informed, see Section 11 (Confidentiality).
9.4 No emergency support is provided. If at risk, you must seek immediate help via emergency services as set out in Section 5.
9.5 See Section 16 for further information on safety and risks related to therapy animals.
Ending Therapy
10.1 Therapy is a collaborative process, and outcomes depend on shared responsibility. If you feel therapy is no longer helpful, please discuss this with your therapist.
10.2 Either party may decide to end therapy; this should be discussed and appropriate closure arranged. Please give as much notice as possible.
10.3 If your therapist must discontinue therapy, and you wish to continue within Tracey Brittain Therapy, you may be referred to another therapist. Records will be maintained in accordance with legal requirements and securely disposed of when appropriate.
Confidentiality & Data Protection
11.1 Sessions are confidential except in the following circumstances:
• If you are believed to be at significant risk of harm to yourself or others;
• When disclosure is required by law or by court order;
• Where required for the prevention, detection, or prosecution of a crime.
11.2 All personal data will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. Please see our Privacy Policy for full details: https://www.traceybrittain.org/data-privacy
Extra Work Undertaken
12.1 Reports, therapy letters, or written communication prepared for you or third parties will be charged at the agreed therapist’s hourly rate (available upon request).
12.2 Therapy session notes will not be provided to clients.
12.3 Your therapist may communicate with other professionals (with your consent); this may incur charges.
12.4 Reports for external parties may only be written if you have attended recent sessions and completed more than one session with your therapist.
Relationship with Therapist and Business Interests
13.1 All therapy is provided exclusively by IB5 Limited (Tracey Brittain Therapy). Your therapist acts only as an agent for IB5 Limited and may not provide therapy to you outside of this arrangement.
13.2 You agree that, during your contract and for 12 months after conclusion, you will not seek therapy or related services from your therapist privately, or through any other organisation, unless with prior written permission from IB5 Limited.
13.3 Any attempt by a therapist or director to solicit business away from IB5 Limited is unauthorised and should be reported immediately.
13.4 You may not transfer this contract or relationship to another therapist or business without IB5 Limited’s written consent.
13.5 Should your therapist cease working with IB5 Limited during your therapy, your ongoing care will be managed by another IB5 Limited therapist or otherwise as agreed with you, but not privately by the departing therapist.
13.6 Nothing in this section affects your right to seek therapy from any other practitioner of your choosing once your contract with IB5 Limited is complete.
Contractual & Statutory Rights
14.1 This contract is between you and IB5 Limited, trading as Tracey Brittain Therapy. No individual therapist is liable for any advice or treatment outside the remit of IB5 Limited.
14.2 Nothing in these terms excludes or limits liability where it would be unlawful to do so, or affects your statutory rights as a consumer.
Insurance
15.1 IB5 Limited holds professional indemnity insurance as required by law.
Use of Therapy Animals and Disclaimer
16.1 At times, therapy animals may participate in sessions, when deemed beneficial. Their presence will only occur with your consent.
16.2 You are not required to interact with therapy animals and may request their absence at any time. Please inform your therapist if you have allergies, phobias, or other concerns relating to animals.
16.3 While every effort is made to select and train therapy animals for safety and suitability, in rare situations accidents or incidents (such as minor injuries, allergic reactions, or property damage) may occur.
16.4 Disclaimer: Participation in sessions with therapy animals is voluntary and at your own risk. Except in cases of gross negligence, IB5 Limited and its therapists are not liable for any personal injury, allergic reaction, or property damage arising out of, or relating to, interaction with a therapy animal.
16.5 Therapy animals are treated in accordance with the Animal Welfare Act 2006. Their welfare, and that of clients, is a priority at all times.
Data Accuracy and Privacy
17.1 You are responsible for keeping your contact details and medical/allergy information up-to-date.
17.2 For more information on how your data is handled, please see our Privacy Policy.
Accessibility
18.1 If you require these terms in an alternative accessible format, please contact us.
Review of Terms
19.1 These terms shall be reviewed annually and may be updated. Clients will be informed of any material changes.