Terms of Conditions and Service
We’re excited you have chosen us and can’t wait to get started with you.
First things first, we need to get the formal stuff out the way that we’re required to notify you of by law. Once this is taken care of, if you haven’t connected already, Rachel will be in touch to help you get set up your appointment and send out your starter pack.
WHAT TO DO:
When you’re happy, fill out the agreement form at the bottom.
This constitutes an electronic signature between us, so we can skip the paper copies and save those trees!
This document contains important information about our professional services and business policies. Please read it carefully and feel free to ask any questions when we meet.
When you tick and agree to this document, it will represent an agreement between: Tam Johnston, Fresh Insight Coaching, Director and yourself.
CANCELLATION AND LATENESS POLICY
Although every effort is made to accommodate changes in your schedule, we require notice for cancellation or rescheduling of an appointment as detailed below. This is due to room rental arrangements and loss of work.
Once an appointment is scheduled, you will be expected to pay for it unless you provide 48 hours advance notice of cancellation. Cancellation less than 48 hours before your appointment with more than 24 hours’ notice will result in you being charged 50% of the session price and a replacement appointment will be offered to you at this time, chargeable at the advertised and agreed rates.
If we receive less than 24 hours’ notice, payment for the full fee of that session is required and a replacement appointment will be chargeable at the advertised and agreed rates.
If you are late for your appointment, the session will still have to finish at its scheduled time and you will be charged in full for the complete session.
WITHDRAWAL FROM AN AGREED PACKAGE OR PROGRAM
Your total satisfaction is extremely important to us and we welcome your feedback throughout our professional relationship together. There may be rare occasions where we feel you would be better suited to another coach or therapist, you are not ready for coaching or where we decide to terminate your agreement with us in extreme circumstances. In this event, every effort will be made to refer you to someone appropriate. You will be entitled to a full refund of the cost of any remaining sessions proportionally calculated.
Should you wish to, you may withdraw from a programme at any time in writing to Tam, within the terms and conditions of the cancellation policy above.
Should you decide not to go ahead with your appointment there is a charge of £25 for the welcome pack, admin time and resources that you will have received. This is separate to any late cancellation fee that you are required to pay as stipulated above.
You will be entitled to a full refund of the cost of any remaining sessions proportionately calculated, as long as they are cancelled more than 48 hours in advance of your next appointment.
BILLING AND PAYMENTS
You will be expected to pay for each session before your session or at the time that it is held, unless we agree otherwise. Payment for packages must be made in advance or an agreement reached for an individualised payment plan as per your coaching contract or written agreement.
If your account has not been paid for more than 60 days and arrangements for payment have not been agreed upon, we have the option of using legal means to secure the payment. This may involve hiring a collection agency or going through small claims court. If such legal action is necessary, its costs will be included in the claim. In most collection situations, the only information we release regarding a patient’s treatment is his/her name, the nature of services provided, and the amount due.
If you are under eighteen years of age, please be aware that the law may provide your parents the right to examine your treatment records. It is our policy to request an agreement from parents that as long as you are deemed competent under UK law, your confidentiality is maintained between you and your therapist. If they agree, we will provide them only with general information about our work together, unless we question your competency to understand what is involved or feel there is a high risk that you will seriously harm yourself or someone else. Before giving them any information, we will discuss the matter with you, if possible, and do our best to handle any objections you may have with what we are prepared to discuss.
We reserve the right to record each session electronically in order to comply with insurance guidelines. You are entitled to receive a copy of your records, or we can prepare a summary for you instead. Because these are professional records, they can be misinterpreted and/or upsetting to untrained readers. If you wish to see your records, we recommend that you review them in our presence so that we can discuss the contents. Should you wish to view your records, please submit a request to us in writing.
We comply with the data protection act for record keeping and are fully compliant with GDPR regulations. We guarantee your confidentiality at all times and do not to divulge any private information provided through our website or any other information collected to any other third party.
General Data Protection Regulation (GDPR)
In general, the law protects the privacy of all communications between a client and a coach and we can only release information about our work to others with your written permission. However, there are a few exceptions.
In most legal proceedings, you have the right to prevent us from providing any information about your treatment. In some proceedings involving child custody and those in which your emotional condition is an important issue, a judge may order my testimony if he/she determines that the issues demand it.
There are some situations in which we are legally obligated to take action to protect others from harm, even if we have to reveal some information about a person’s treatment. For example, if we believe that a child [elderly person, or disabled person] is being abused, we must [may be required to] file a report with the appropriate state agency.
If we believe that a person is threatening serious bodily harm to another, we are [may be] required to take protective actions. These actions may include notifying the potential victim, contacting the police, or seeking hospitalisation for that individual. If the person threatens to harm himself/herself, we may be obligated to seek hospitalisation for him/her or to contact family members or others who can help provide protection and part of this agreement is that you inform the coach should you be having any such thoughts or tendencies. These situations are extremely rare. If a similar situation occurs, we will make every effort to fully discuss it with you before taking any action.
We may occasionally find it helpful to consult other professionals about a case. During a consultation, we make every effort to avoid revealing the identity of our clients. The consultant is also legally bound to keep the information confidential. If you do not object, we will not tell you about these consultations unless we feel that it is important to our work together. We reserve the right to refer to individual problems and the treatment thereof for case study purposes. Case studies will at no point disclose any personal information that could be linked to the identity of the client.
If you wish for me as your coach to speak to someone outside our interactions, then you need to give me written permission (original letter or email) to do so.
While this written summary of exceptions to confidentiality should prove helpful in informing you about potential problems, it is important that we discuss any questions or concerns that you may have at our next meeting. We will be happy to discuss these issues with you if you need specific advice, but formal legal advice may be needed because the laws governing confidentiality are quite complex, and we are not legally trained.
FEEDBACK AND TESTIMONIALS
We welcome your feedback throughout our professional relationship together. We may ask you to complete a questionnaire of your experiences in order to enhance our services towards you. There may be times when we wish to use your comments and feedback for testimonials in our literature or on our website. If we do, we will ensure your confidentiality is maintained and should we wish to use any personal details, we will request your permission beforehand.
Should you wish to provide testimonials they are extremely welcome and appreciated by us. Please indicate your agreement for their use within your correspondence or let us know in person.
Tam and her associates are often not immediately available by telephone as we are with other clients. Tam will make every effort to return your call or email on the same day you make it, with the exception of out of working hours, weekends and holidays. If you are difficult to reach or have a preferred method of contact, please inform us of some times when you will be available and how best to reach you.
Should you require us URGENTLY, please send a text or email marking it as urgent and we will get back to you as soon as possible.
Due to the nature of the coaching and therapy we carry out, we sometimes use a form of ‘touch-therapy’ as part of a therapeutic technique. This is a natural aspect of Havening, hypnotherapy and NLP techniques and is usually limited to the upper limb. Your comfort and well-being is of utmost concern to us and we will endeavour to always pre-warn you and ask your permission. Should you not raise any concerns regarding this or request explicitly that we refrain from doing so; we will take this as your informed consent. Please feel free to discuss this should you have any concerns.
Because of the nature of the therapist-client relationship, we cannot have social contact with you outside of our therapy sessions whilst we maintain this professional relationship. It is also not possible to engage in prolonged telephone, text messaging or e-mail communication with you between your sessions unless this has been purposely arranged as part of your package.
Your signature and details*