Policies

Please read these terms and conditions which apply to the provision of my professional services. By making an appointment, you are agreeing to the following terms and conditions. If you are unable or unwilling to agree to these terms and conditions, then you should not book an appointment or continue with your course of therapy.

 

FREE INITIAL CONSULTATION

You may be offered a free 20 minute online or in-person initial consultation. No therapy will be provided during the consultation.

The purpose of this initial consultation is to establish a few background details and what you would most like to work on. During these calls, estimates of the number of sessions required to deal with your presenting issue are given on the basis of the information presented at that time. Estimates are only rough guidelines, as other issues can arise or be brought to our attention during a session and these are therefore subject to change.

BOOKING AND PAYMENT

A non-refundable deposit of £50 is payable at the time of booking your first online or in-person session. The balance of the fee is due at least 24 hours before the session appointment. Where payment is not received 24 hours before the session, the session will be cancelled and may be offered to someone else. It is your responsibility to pay the session fees before each scheduled session in order to confirm the appointment booking.

CANCELLATION, RESCHEDULING AND REFUNDS

Cancellation and rescheduling

If you need to cancel or re-schedule, please provide as much notice as possible. Notification must be made via email or phone call at least 48 hours prior to an in-person session or an online session.

Refunds

No refunds will be issued for cancellations within 48 hours of in-person or online sessions.

Session fees are for my time and professional expertise and are not a guarantee of a successful outcome. Sessions are very much reliant on the commitment and honesty of the client, as well as what is brought up in the session, along with the client’s willingness or desire to effect the changes, for which the session is geared for the therapy to help and to support the client with this, along with the accompanying transformation recording to listen to for a minimum of 21 days. Therefore, no refunds will be given for any sessions where you have attended and paid for a session.

Where a discount package or therapy program has been booked and paid for in advance, if you choose to discontinue your therapy process before attending all the sessions, a pro rata refund will be issued after deduction of the full standard session fee for sessions you have attended.

SESSION FEES

All professional fees will be disclosed to you prior to booking. My professional fees are subject to review and may increase from time to time. You will always receive confirmation of the booking fees before booking.

Should you require another session after your first session, within three months we can discuss putting a package together at the time.

PAYMENT METHODS

Payment may be made online by BACS or PayPal. Cash or cheques will not be accepted without prior agreement. Should you need to pay in instalments, we can arrange a payment plan to be completed before your first session.

CONTACT BETWEEN SESSIONS

Any contact between sessions will be by telephone, text, email or letter and tend to be during working hours only (9am-5pm). Any messages received outside of those times will tend to be dealt with the next working day.

MEDICAL OR PSYCHOLOGICAL CONDITIONS

I may ask you questions about your medical history to establish any contra-indications to treatment. This will also help to assess whether your health is affecting, or being affected by, the therapeutic goals you wish to achieve. Please update me of any medical changes during your course of therapy, or if you are returning after a period of absence.

If you are receiving care or treatment from any medical, healthcare or therapy practitioner, for example a GP, psychologist, psychiatrist or counsellor, you may be asked to seek their permission before any therapy sessions can commence.

Please note I will be unable to offer my professional services if you suffer from epilepsy or any form of psychosis.

AGE RESTRICTIONS

You must be at least 18 years old to participate in and consent to sessions. Clients under the age of 18 must have an adult’s written permission, ideally be accompanied by an adult and attend in-person sessions.

ATTENDING YOUR SESSION

Please ensure you are available at your session start time. If you are running late, please let me know as soon as possible. I will do my best to make a full session available, however, as the ability to do so will depend on bookings after your session, this therefore cannot be guaranteed.

RECORDINGS, TRANSCRIPTS AND PERSONALISED AUDIOS

I understand that, where agreed, my session may be audio recorded, video recorded through Zoom, and/or transcribed so that Rebecca Heap can prepare session notes, personalised transformation audios, worksheets, summaries or after-session support.

I understand that any personalised recording created for me is for my own personal use only and must not be shared, copied, sold or used by anyone else. Rebecca Heap retains copyright over any personalised therapeutic or coaching recordings she creates.

I understand that recordings and transcripts may contain sensitive personal information. They will be stored securely and kept only for as long as needed for the purpose they were created, unless there is a legal, safeguarding, insurance or professional reason to retain them for longer.

Hypnotherapy recordings should not be listened to whilst driving, operating machinery or undertaking any other activity where concentration is required.

OUTCOME OF SESSIONS

The agreement to work on the issues presented by you does not imply or guarantee the resolution of your presenting issue(s). Sessions are very much reliant on the commitment and honesty of the client, what is brought up in the session, as well as the client’s willingness or desire to effect the changes, for which the session is geared to help and support the client with this, along with the accompanying transformation recording to listen to for a minimum of 21 days. No outcome can or will be guaranteed. I will always use reasonable care, skill and professionalism to work towards your goals and intended outcomes.

STANDARDS OF BEHAVIOUR

During the course of any therapy sessions, I will treat you with respect and not abuse the trust you place in me. I will use my best practice at all times in our mutual interest. In return, you undertake not to harm yourself, or any other person, including me, or any property belonging to me or any other person.

You agree not to attend sessions under the influence of alcohol or recreational drugs, except for those medications prescribed by your doctor. If you do attend any sessions under the influence of alcohol or recreational drugs, or demonstrate violent, abusive or offensive behaviour, I will cancel the session and may refuse to see you for any further sessions without refunding any payments already made.

CONFIDENTIALITY

All contact, including sessions, telephone conversations, messages and emails, will be conducted in confidence, subject to the confidentiality exceptions set out below. All recordings, conversations and notes will remain confidential, except in the following circumstances:

1. Where you give permission for confidentiality to be broken.

2. Where I am compelled by a court of law.

3. Where the information is of a nature that confidentiality cannot be maintained, for example:

• The possibility of harm to yourself or others exists.

• In cases of fraud or crime.

• When minors under 18 years old are involved.

• Where a vulnerable person, child or elder is at risk.

1. Where a referring GP or other healthcare professional requires a report. A copy of the report will be available on request.

I also understand that, at any time, Rebecca Heap may discuss aspects of my case with other colleagues for professional supervision, keeping my full name and identity confidential unless I have given permission otherwise.

LIABILITY

Rebecca Heap / Feel Heaps Better will provide services with reasonable care, skill and professionalism. However, coaching, hypnotherapy, RTT, RTC, Belief Coding and related support are complementary approaches and individual outcomes cannot be guaranteed.

Rebecca Heap / Feel Heaps Better will not be responsible for decisions you make, actions you take, or outcomes that arise outside the agreed sessions and support provided, except where liability cannot legally be excluded.

Nothing in these terms seeks to exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under the law of England and Wales.

GOVERNING LAW

These terms and conditions and any other matters arising out of or in relation to these terms shall be governed by and construed in accordance with the laws of England and Wales.

You agree to submit to the exclusive jurisdiction of the English courts to settle any dispute which may arise out of or in connection with these terms and conditions.

TERMS AND CONDITIONS UPDATES

These terms and conditions are subject to revisions without notice. Please familiarise yourself with any amendments if you have re-started therapy with me after a long period of absence.

DATA PROTECTION AND PRIVACY

Rebecca Heap / Feel Heaps Better will collect, use and store your personal information in accordance with UK data protection law and the Feel Heaps Better Privacy Notice. This may include information provided through Wix forms, email, telephone, text message, Zoom sessions, session notes, recordings, transcripts, personalised audios, worksheets and payment records.

Some information you provide may be sensitive personal data, including information about your physical health, emotional wellbeing, medication, fertility, pregnancy, relationships, family history, trauma, behaviours or personal circumstances. This information is used only where relevant to assess suitability, provide safe and appropriate support, prepare for sessions, create personalised materials and maintain professional records.

I use trusted third-party providers including Wix, Gmail/Google Drive and Zoom to support the running of my business. Information is stored securely and access is restricted.

You have rights in relation to your personal data, including the right to request access to your information, ask for inaccurate information to be corrected, object to certain uses, withdraw consent where consent is relied upon, and request deletion where legally applicable.

CONCERNS, COMPLAINTS AND DATA PROTECTION COMPLAINTS

If you have a concern or complaint about your therapy or coaching, please contact me first so that I can try to resolve it.

If your concern relates to how I collect, use, store, share, delete or protect your personal information, this will be treated as a data protection complaint. You can raise a data protection complaint by emailing rebeccaheap@feelheapsbetter.com. I will acknowledge your complaint within 30 days, investigate it without undue delay and provide an outcome. You also have the right to complain to the Information Commissioner’s Office.

STATEMENTS OF UNDERSTANDING

By signing this Client Agreement, you agree to abide by the terms and conditions of the Client Agreement. You also agree with the statements below:

☐ I have read and understood the Client Agreement, Terms and Conditions.

☐ I confirm that I have been advised by Rebecca Heap of the scope of the therapies she provides and give my full consent to receiving therapy sessions from Rebecca Heap.

☐ I understand that coaching, hypnotherapy, RTT, RTC, Belief Coding and related support are complementary approaches and are not a replacement or substitute for medical, psychological, psychiatric, legal or financial advice, diagnosis or treatment.

☐ I understand that results may vary from person to person and no specific outcome can be guaranteed.

☐ I agree to provide accurate and truthful information and to update Rebecca Heap / Feel Heaps Better about any relevant medical, mental health, pregnancy, fertility, medication or personal changes.

☐ I give explicit consent for Rebecca Heap / Feel Heaps Better to collect, use and store the personal and sensitive information I provide for the purpose of assessing suitability and providing coaching, hypnotherapy, RTT, RTC, Belief Coding and related support.

☐ I confirm that I have been given access to the Feel Heaps Better Privacy Notice and understand that it explains how my personal information is collected, used, stored, shared and protected.

☐ I understand that my level of motivation is important in the therapy process and I agree to participate to the best of my ability, including making reasonable use of therapeutic suggestions during and between sessions, listening to recordings and/or carrying out other therapeutic tasks as appropriate.

☐ I understand that I am free to terminate any or all sessions at any time.

☐ I consent to my session being recorded where this has been discussed and agreed.

☐ I consent to my session being transcribed where this has been discussed and agreed.

☐ I understand I can ask questions about recording/transcription before giving consent.

☐ I understand that personalised audios, worksheets and written materials are for my own personal use only and must not be shared, copied, sold or used by anyone else.

☐ I understand how to raise a concern, complaint or data protection complaint.