Collective Psychology Ltd Terms & Conditions


These Terms and Conditions are in place between you and Collective Therapy Limited, in partnership with Adjust Hearing Ltd, to govern the therapy services you receive from our therapists to ensure that any terms in relation to these services are transparent and understood from the start.  They offer protection to both parties in the unlikely event of any difficulty.   Please read the following carefully and contact if anything is unclear.

  1. Information about us and how to contact Collective Psychology Ltd:

Full name of legal entity: Collective Psychology Ltd, Company registration number 11563871, Registered address: Suite 3b, 1 Webbs Court, Buckhurst Avenue, Sevenoaks, TN13 1LX.

  1. Our contract with you

A contract comes into existence between you and us when we confirm details of your therapy session [via email].

  1. Cancellation
    • If your therapist is unable to attend a session, they will let you know as soon as possible and reschedule the booking at a mutually agreeable time.
    • If you need to cancel a session, please let your therapist know as soon as possible in advance of your session.
    • However, all cancellations by you are subject to a 48 hour cancellation policy whereby a full session fee will be charged if less than 48 hours’ notice is given to cancel an appointment
    • In the event that you are funding therapy through private medical insurance and you cancel an appointment with less than 48 hours’ notice, you will be liable for the full session fee (only in cases whereby it is the insurer’s policy to not pay out for cancelled appointments).
    • If your therapist is late for your session you will either receive the full hour by extending the original appointment or the session will be rescheduled at a time convenient to both you and your therapist.
    • If you are late to your session, then this may result in a shorter session which will end at the scheduled time.
  2. Data Processing
    • Collective Psychology Ltd, and your therapist, is registered with the ICO (Information Commissioner’s Office) as a data controller – for more information about how we handle your data, please view our privacy policy.
    • Working with you (or your child) will involve the collection of data classed as “special category”
    • This data will be controlled and processed solely by Collective Psychology Ltd according to the GDPR (General Data Processing Regulations) 2018
    • It is a legal requirement for data relating to the service provided to be retained for eight years after the final contact (or, for child psychology, until your child reaches the age of 25 – whichever is longer). After this time, all data relating to you or your child will be destroyed
    • Active case notes, including reports and programmes in draft or final form, are protected using a unique password. These are stored electronically on a system which is accessed using a password known only to your therapist.   Case notes are archived eight weeks after the last appointment and transferred to a password protected encrypted USB stick stored securely in a locked filing cabinet.   Any paper-based information which forms part of your active case notes is stored according to the GDPR rules and scanned into your electronic notes when these are archived
    • You may apply in writing for an electronic copy of your file or request changes to any inaccuracies. These requests will be processed within 28 days
  3. Safeguarding
    • Your therapist has an enhanced DBS certificate and subscribes to the DBS update service
    • Safeguarding training is updated annually and additional training is completed in line with the requirements by the Health and Care Professions Council (HCPC) and The British Psychological Society (BPS)
    • In the event of a safeguarding concern, when you, your child or another person is at risk of harm, it is our duty to share this with the relevant professionals in line with current legislation and statutory guidance
    • In the event of an emergency or crisis please call 999 or visit your local A&E department. Do not visit the clinic’s offices under any circumstances without an appointment as you will not be seen and therefore will not receive the support you need
  4. Liaison and Information Sharing
    • Full details of how we share your personal data and associated information is detailed in our Privacy Policy.
    • It is advisable that liaison occurs between your therapist and your GP and we recommend that your assessment report and discharge letter be shared with your consent.
    • If the therapeutic work involves seeing your child at school, parents are strongly encouraged to maintain links by attending scheduled sessions with the therapist, contacting your therapist as needed and by following up recommended activities at home.
    • Your therapist can be contacted by phone or e-mail and will aim to respond to messages within one working day.
    • Whilst testimonials are always welcome, to maintain the integrity of the service, Collective Psychology Ltd requests that clients not post testimonials or recommendations on social media
  5. Electronic Communication
    • Please be aware that emails between personal accounts are not secure
    • Your personal data may be shared in the ways described in our Privacy Policy in order to perform the services to you.
    • Only your initials will be used in the subject and body of the e-mail
    • Attachments will be saved in PDF (Printed Document Format) and encrypted with a password
    • Email correspondence with other professionals will be copied to you as necessary and will only occur with your consent
  6. Complaints Procedure
    • We aim to provide an excellent and efficient service which adheres to the standards required as part of membership to the following professional bodies: Health and Care Professions Council and The British Psychological Society
    • If you are not satisfied with our service, please contact Dr Jo Douglas in the first instance so that we can discuss and resolve the issue.
    • If you remain unsatisfied you are entitled to contact the above regulatory bodies
  7. Additional considerations
    • Sessions may be run online or at our clinic. Please be aware that the clinic does not have a waiting room. Please do not arrive to your appointment early as your therapist may still be in a session and thus unable to answer the door in advance of your scheduled appointment time.
  8. We are not responsible for delays outside our control. If our supply of services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.