Therapy & Coaching Terms and Conditions

Throughout this document:

"We", "Us", "Our" refers to TicTock Therapy & Coaching Ltd and any therapist, coach, practitioner, or associate working on behalf of the company.

"You" refers to the client, parent, guardian, or service user.

By booking and attending appointments with TicTock Therapy & Coaching Ltd, you confirm that you have read, understood, and agree to these Terms and Conditions.

Our Responsibilities

1. We agree to provide a safe, professional, ethical, and supportive environment.

2. We agree to be available at the arranged appointment time and to work within the agreed session length.

3. We agree to maintain appropriate professional boundaries at all times.

4. We agree to treat information shared within sessions as confidential, except where disclosure is required by law, professional obligations, safeguarding concerns, or concerns regarding the safety of yourself or others.

5. We agree to work within our professional training, competence, ethical frameworks, and insurance requirements.

6. We agree to regularly review progress and the effectiveness of the support being provided.

7. In the unlikely event that we need to cancel a session, we will offer an alternative appointment where possible.

Attendance

1. You agree to attend appointments at the agreed time.

2. If you have not joined or made contact within 10 minutes of the scheduled start time, the appointment will be treated as a missed session and the full fee will apply.

3. Whilst we may attempt to contact you if you have not joined your session, responsibility for attending appointments remains with the client. Failure to receive a reminder, email, text message, or contact attempt does not remove your responsibility to attend the scheduled appointment.

Payment

1. A £25 non-refundable deposit is required to secure all appointments unless otherwise agreed.

2. Full payment must be received no later than 48 hours before the scheduled appointment unless otherwise agreed.

3. Outstanding balances may incur an administration charge of £10 per week until paid.

Cancellation & Rescheduling

1. A minimum of 48 hours' notice is required to cancel or reschedule an appointment.

2. Appointments cancelled or rearranged between 24 and 48 hours before the scheduled start time will incur a 50% cancellation fee.

3. Appointments cancelled or rearranged with less than 24 hours' notice will incur the full session fee.

4. Missed appointments and "no shows" will be charged in full.

5. Deposits are non-refundable.

Pausing Services

1. If services are paused and your account remains in credit, you have six months to either resume services or request a refund of any eligible balance.

2. Any remaining credit not claimed within six months may be forfeited.

Communication

1. Communication between sessions should be limited to arranging, changing, or cancelling appointments unless otherwise agreed.

2. All communication should take place through approved business channels.

Clinical Information

1. You agree to inform your therapist or coach if:

• You begin, stop, or change medication.

• You begin another therapeutic intervention.

• There are significant changes to your physical or mental health.

• There are significant changes in circumstances that may affect therapy or coaching.

Engagement & Participation

1. Therapy and coaching require active participation. Outcomes are influenced by attendance, engagement, motivation, and willingness to implement agreed strategies between sessions.

2. Where programmes include exercises, worksheets, behavioural strategies, recordings, coaching tasks, or home practice, you understand that completing these activities is an important part of the therapeutic process.

3. For structured interventions such as CBIT, Habit Reversal Training, coaching programmes, or similar approaches, progress is dependent upon practising agreed techniques between sessions. Failure to engage with agreed practice may significantly impact outcomes.

Online Sessions & Session Environment

1. When attending online sessions, you agree where possible to:

• Attend from a quiet and private location.

• Use a stable internet connection.

• Ensure your device is adequately charged and functioning.

• Minimise distractions.

• Be seated upright and ready to participate.

1. Clients are expected to give their full attention to the session. Activities that may interfere with participation should be avoided, including:

• Watching television.

• Playing computer games.

• Browsing social media.

• Completing schoolwork or work tasks.

• Participating in other activities unrelated to the session.

1. Mobile phones should be placed on silent and put away during sessions unless they are being used to access the appointment.

2. Eating during sessions is not permitted unless previously agreed due to a medical condition or specific clinical need.

3. Clients may have water, tea, coffee, or other non-alcoholic drinks available during sessions.

4. Clients should ensure that pets, family members, and other interruptions are minimised wherever possible.

5. For safeguarding, professional, and therapeutic reasons, hypnotherapy sessions for children and young people must not take place from a bedroom. Children receiving hypnotherapy should attend from a communal area of the home such as a living room, dining room, study, or other suitable shared space.

6. Children under the age of 16 must have a parent, guardian, or responsible adult present within the property and available if required during the session.

7. Parents and guardians are responsible for ensuring children have access to suitable technology, an appropriate environment, and are available and engaged for the duration of the session.

8. Where a client's environment repeatedly prevents effective participation, the therapist reserves the right to pause, rearrange, or terminate the session. Such sessions may remain chargeable where the issue is outside the therapist's control.

9. If a client repeatedly leaves the session, refuses to engage, or is unable to participate meaningfully due to distractions within their environment, the session will still be deemed to have taken place and will remain chargeable.

Technical Difficulties

1. Online services rely on technology and internet connectivity that may occasionally fail.

2. If technical difficulties occur, we will make reasonable efforts to continue the session, including:

• Reconnecting to the existing platform.

• Switching to an alternative platform such as Teams, Zoom, WhatsApp, or telephone where appropriate.

• Using audio-only options where necessary.

1. If technical difficulties arise due to issues on the client's side, including but not limited to poor internet connection, signal issues, device failures, software problems, power outages, or inability to access the session platform, the session will remain chargeable and will not be refunded, repeated, or rescheduled.

2. If technical difficulties arise due to issues on our side which prevent the session from taking place or continuing, the affected session time will be rescheduled or refunded at our discretion.

Recording, AI Note Taking & Confidentiality

1. Sessions must not be recorded by clients, parents, guardians, or other attendees without prior written agreement.

2. Any authorised recordings remain confidential and must not be shared, distributed, published, or uploaded to any third party without the written permission of all parties involved.

3. To support clinical record keeping and reduce administrative burden, AI-assisted note-taking technology may be used during some or all sessions.

4. Any AI note-taking system used will comply with applicable data protection and confidentiality requirements and is used solely to assist with the creation of clinical notes and records.

5. If you do not consent to AI-assisted note-taking, you must inform your therapist or coach before your first session or before the start of any session where it may be used.

Children & Young People

1. Depending on the age, needs, and therapeutic approach being used, parents may be invited to attend all or part of a session.

2. Young people are entitled to an appropriate degree of confidentiality within the therapeutic relationship, except where safeguarding concerns arise.

Fitness for Sessions

1. If your therapist or coach reasonably believes that you are under the influence of alcohol, illegal substances, or any substance that prevents meaningful participation, the session may be terminated and the full fee will remain payable.

Ending Services

1. You may end therapy or coaching at any time.

2. Wherever possible, we encourage clients to discuss ending services with their therapist or coach.

3. If two consecutive appointments are missed without communication, we may assume that services are no longer required and discharge you from the service.

Therapy Outcomes

1. Whilst every effort will be made to provide effective support, therapy and coaching outcomes cannot be guaranteed.

2. Progress varies between individuals and depends upon many factors including attendance, engagement, personal circumstances, therapeutic fit, and implementation of agreed strategies.

3. No therapist, coach, practitioner, or associate working on behalf of TicTock Therapy & Coaching Ltd can guarantee specific outcomes or results.

Data Protection & Safeguarding

1. Client information will be stored securely and processed in accordance with UK GDPR and Data Protection legislation.

2. Information will only be shared with third parties where:

• We have your consent.

• There is a legal obligation to do so.

• There are safeguarding concerns relating to the safety of the client or others.

1. If a therapist believes there is a serious risk of harm to yourself or another person, appropriate safeguarding procedures may be followed, including contacting relevant professionals or emergency services where necessary.

Emergency Support

1. Therapy, coaching, and educational services provided by TicTock Therapy & Coaching Ltd are not emergency services.

2. If you or your child require urgent mental health support or are experiencing a crisis, you should contact your GP, NHS 111, your local Crisis Team, or emergency services immediately.