1Introduction and Definitions
These Terms and Conditions apply to all therapy and coaching Services provided by Key for Change Ltd (company number 08080102) of Unit 2 Beasley's Yard, 126a High Street, Uxbridge, UB8 1JU ("Key for Change", "Keeley Taverner", "we" or "us").
You may contact us at [email protected] and/or 07923 074304.
These terms apply to all individual therapy, couples therapy, and coaching services purchased from Key for Change, whether booked online, by telephone, or via any other means. By purchasing any Service, you confirm that you have read, understood, and agreed to these Terms and Conditions.
Definitions
- "Initial Consultation"
- means the first paid session used by both parties to assess suitability for working together, charged at the Initial Consultation Rate.
- "Session Rate"
- means the standard rate charged per individual session, as communicated to the client prior to booking.
- "Bundle"
- means a pre-purchased package of sessions at the agreed package price.
- "Services"
- means individual therapy, couples therapy, or coaching services provided by Key for Change.
- "You"
- means the individual or individuals purchasing the Services.
2Initial Consultation
2.1.
All new clients are required to purchase an Initial Consultation at the Initial Consultation Rate before any Bundle or ongoing work is agreed.
2.2.
The Initial Consultation is non-refundable. It provides an opportunity for both parties to assess whether working together is appropriate and beneficial.
2.3.
If both parties agree to proceed following the Initial Consultation, the Initial Consultation Rate will be deducted from the Bundle price.
2.4.
If either party decides not to proceed following the Initial Consultation, no further obligation exists on either side and no refund is due.
2.5.
The Initial Consultation does not constitute a commitment by either party to enter into an ongoing therapeutic or coaching relationship.
3Bundle Packages and Pricing
3.1.
Key for Change offers Services in Bundles only. Single sessions beyond the Initial Consultation are not available unless agreed.
3.2.
Current Bundle pricing is as follows:
- Individual Therapy: To be confirmed at time of booking
- Couples Therapy: 10 sessions for the agreed Bundle price (less the Initial Consultation Rate already paid = balance due)
- Flourish Coaching Package: 6 months, 19 sessions, at the agreed Bundle price (less the Initial Consultation Rate already paid = balance due)
- Transform Coaching Package: 12 months, unlimited sessions, at the agreed Bundle price (less the Initial Consultation Rate already paid = balance due)
3.3.
Bundle pricing does not constitute a per-session rate. In the event of cancellation, the Session Rate as communicated to the client prior to booking applies to sessions already delivered, not the Bundle price divided by the number of sessions.
3.4.
Key for Change reserves the right to amend pricing at any time. Prices agreed at the point of purchase will be honoured for the duration of that Bundle.
4Cancellation and Refund Policy
4.1.
If you wish to cancel your Bundle, you must notify us in writing to [email protected].
4.2.
On cancellation, the following calculation applies:
- Sessions already delivered will be charged at the Initial Consultation Session Rate
- The Initial Consultation Rate is non-refundable and will be included in the sessions-used calculation
- Any remaining balance from the Bundle price paid will be refunded within 14 days
4.3.
Example: You purchase a Couples Therapy Bundle. You attend 4 sessions (including the Initial Consultation). The sessions-used total is calculated at the Session Rate. The refund due is the Bundle price paid minus the sessions-used total.
4.4.
No refund is due once all Bundle sessions have been delivered.
4.5.
Key for Change does not accept requests to calculate refunds at a pro-rata Bundle rate. The Session Rate applies in all cases of cancellation.
4.6.
Cancellation of individual appointments within a Bundle must be made with at least 24 hours' notice. Late cancellations or missed appointments without notice will be charged at the full Session Rate and deducted from your remaining Bundle sessions.
5Payment Plans
5.1.
Payment plans are available for Bundles on the following basis:
- Couples Therapy: Initial Consultation Rate as deposit, then the remaining Bundle balance (or by arrangement)
- Flourish: Deposit as agreed, then monthly instalments over the duration of the package, at the rates presented at the time of booking.
- Transform: Deposit as agreed, then monthly instalments over the duration of the package, at the rates presented at the time of booking.
5.2.
Payment plan rates and full payment options are presented to the client at the time of booking. The client may choose whichever option suits them.
5.3.
By opting into a payment plan, you authorise Key for Change to collect payments on the agreed schedule.
5.4.
If a payment is missed, Key for Change reserves the right to suspend sessions until payment is received.
5.5.
Non-payment of an instalment does not constitute cancellation of the Bundle. Clause 4 applies if you wish to formally cancel.
6Professional Boundaries and Liability
6.1.
Key for Change provides psychotherapy and coaching services. No part of the Services constitutes medical advice or replaces the advice of a qualified medical professional.
6.2.
Therapy and coaching are most effective when engaged with consistently over time. Key for Change cannot guarantee specific outcomes and does not make any representation that you will achieve a particular result.
6.3.
It is normal for therapy to surface difficult emotions and insights. This is part of the therapeutic process and does not constitute grounds for a refund.
6.4.
Key for Change's total liability arising from these Terms shall be limited to the fees received in connection with the Services in question.
6.5.
These Terms do not limit your right to make a claim against Key for Change in the event of death or physical injury caused by our negligence, or where we have deliberately misled you.
7Confidentiality
7.1.
Key for Change is bound by the ethical framework of the British Association for Counselling and Psychotherapy (BACP) and will maintain strict confidentiality in relation to information disclosed during sessions.
7.2.
Confidentiality may be broken in limited circumstances, including where there is a risk of serious harm to you or another person, or where required by law.
7.3.
You agree to keep confidential all information shared by Key for Change, including session content, materials, and intellectual property.
7.4.
For couples therapy, both parties consent to information shared in joint sessions being known to both. Key for Change will not share information disclosed in individual sessions with the other partner without express consent.
8Termination of Services
8.1.
Key for Change reserves the right to terminate the therapeutic or coaching relationship with immediate effect in the event that you:
- Act in an aggressive, threatening, or abusive manner toward any member of Key for Change
- Fail to make payment when due
- Engage in any conduct that Key for Change reasonably considers incompatible with a therapeutic relationship
- Are in breach of these Terms and Conditions
8.2.
In the event of termination by Key for Change for the reasons above, no refund will be due.
8.3.
Where Key for Change ends the relationship for clinical reasons (e.g. a referral to a more appropriate service), a pro-rata refund of unused sessions at the Session Rate will be provided.
9Agreement and Jurisdiction
9.1.
By purchasing any Service from Key for Change, you confirm that you have read, understood, and agreed to these Terms and Conditions.
9.2.
For online purchases, these Terms must be accepted via a checkbox at the point of purchase before any payment is processed.
9.3.
These Terms and Conditions are governed by English law and the parties submit to the exclusive jurisdiction of the English courts.
9.4.
Key for Change reserves the right to update these Terms and Conditions at any time. The version in force at the time of purchase applies to that transaction.