Terms of Service.

About us and these terms

Helia Therapy is run by Jue Snell, a sole trader trading as Helia Therapy, 1 Loxlay Close, Wincham, Northwich, Cheshire, CW9 6GQ, United Kingdom. You can contact us at info@heliatherapy.co.uk. In these terms, "we" and "us" means Helia Therapy and "you" means the person booking our services.

These terms apply when you use this website and when you book and pay for therapy sessions. By booking a session you agree to them, so please read them carefully. Nothing in these terms affects your legal rights as a consumer.

Our services

We provide online therapy and counselling for adults living in the UK. Sessions take place by video call on Zoom, not on this website, and usually last around 50 minutes. Therapy is a supportive process, and while many people find it helpful, we cannot guarantee any particular outcome.

Age

Our services are for adults aged 18 and over. By booking, you confirm that you are 18 or older.

Not an emergency service

Helia Therapy cannot provide crisis or emergency support. If you are in crisis or at risk of harm, call 999 or go to your nearest A&E. For urgent mental health support you can call NHS 111 and choose the mental health option, or call Samaritans free on 116 123 at any time, day or night.

Booking and payment

• Prices are shown in pounds sterling (GBP) and are the total you pay.
• You pay in full when you book, by card through Stripe, or by PayPal, Apple Pay or Google Pay. We never see or store your full card details.
• Please check your order before you pay. If anything is wrong, email us as soon as possible and we will put it right.
• Our contract with you starts when we email your order confirmation. We will then contact you to agree a time for each session.
• We may change our prices from time to time, but this will not affect sessions you have already paid for.

Your sessions

• A private space: please join from somewhere quiet and private, using a device with a camera and microphone and a reliable internet connection.
• Timing: sessions start and finish at the agreed time, even if you join late.
• No recording: sessions must not be recorded by either of us without the other's written agreement.
• Your details: please let us know if your contact details change.
• Your safety: please tell us if anything changes that may affect your safety or your ability to take part.

Cancelling or rearranging a session

You can cancel or rearrange a session free of charge by giving at least 48 hours' notice by email to info@heliatherapy.co.uk. If you cancel with less than 48 hours' notice, or do not attend, the session will count as used. We may make an exception in genuine emergencies.

If we need to cancel or rearrange a session, including because of a technical problem on our side, we will give you as much notice as we can and offer a new time at no extra cost. If we cannot offer a time that suits you, we will refund that session in full.

Your right to cancel (14-day cooling-off period)

Because you book online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your booking within 14 days of receiving your order confirmation, without giving a reason. To cancel, email info@heliatherapy.co.uk with your name and order number, or send us any other clear statement that you wish to cancel. You can use the cancellation form below, but you don't have to. We will refund you within 14 days of the day you tell us you are cancelling, using the same payment method you used, and we won't charge you a fee for the refund.

If you would like a session to take place within those 14 days, we will ask you to confirm this to us in writing (an email is fine) before the session. By doing so, you agree that we can start providing your service during the cooling-off period. If you then cancel within the 14 days, you only pay for sessions that have already taken place, and we will refund you in full for any sessions that have not.

Cancellation form (only fill in and send this if you want to cancel): To Helia Therapy, 1 Loxlay Close, Wincham, Northwich, Cheshire, CW9 6GQ, info@heliatherapy.co.uk. I hereby give notice that I cancel my contract for the following service: [service]. Ordered on: [date]. Name: [your name]. Address: [your address]. Date: [today's date].

Unused sessions and refunds

• Sessions you have paid for do not expire.
• After the 14-day cooling-off period, payments for sessions are not refundable. You can still rearrange any session with at least 48 hours' notice.
• If a session is not provided with reasonable care and skill, please contact us and we will put it right or give you a refund where the law requires.
• Where we give you a refund, we will pay it to your original payment method within 14 days.

Ending therapy

You can stop therapy at any time. Your 14-day right to cancel still applies, but after that period unused sessions are not refunded. We may end or pause our work together if we believe therapy with us is no longer right for you, and where possible we will suggest other sources of support. If we end our work together, we will refund any unused prepaid sessions.

Confidentiality

What you share in your sessions is kept confidential. The only exceptions are where we believe there is a serious risk of harm to you or someone else, or where the law requires us to share information. Where possible, we will talk to you first. Our Privacy Policy explains how we handle your personal information.

Using this website

The information on this website is for general information only. It is not medical advice and is not a substitute for professional or medical care. All content on this website, including text, images and branding, belongs to Helia Therapy or is used with permission, and may not be copied without our consent.

Our responsibility to you

We provide our services with reasonable care and skill. We are not responsible for:

• losses that were not foreseeable when you booked
• problems caused by your own internet connection or equipment
• delays or cancellations caused by events outside our reasonable control

Nothing in these terms limits our responsibility where it would be unlawful to do so, for example for death or personal injury caused by our negligence, or for fraud.

Complaints

If you are unhappy with any part of our service, please email info@heliatherapy.co.uk so we can try to put it right. We will reply within 14 days.

Changes to these terms

We may update these terms from time to time. The terms that apply to your booking are the ones shown on this page when you booked.

Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring legal proceedings in your local courts.