Client Contract

The following document outlines the standard terms of contract for both client and therapist to work in alignment with whilst the client is engaging in therapy through Listen in Deep. The following terms are in addition to the general terms and conditions and privacy policy of Listen in Deep, which can be found on the Listen in Deep website. They are also additional to any terms and conditions agreed to through any third party that was involved in the process of introducing the client to Listen in Deep and/or the allocated therapist.

‘client’ – any person engaging in therapy for the purpose of enabling positive psychological change.·      
‘therapist’ – the qualified professional individual engaging in the process of therapy with the client.·     
therapy’ – the process that the therapist and client engage in that encourages positive psychological change to occur.·      
‘session’ or ‘appointment’ – the scheduled time spent between the therapist and the client to engage in therapy.·      
‘Listen in Deep’ – the business that represents and promotes the therapist and any connected products and services.·
‘person’ or ‘individual’ – any person or individual that is engaging with Listen in Deep. 

Coaching / Therapy Aims & Approaches
  • The aim of therapy is to aid the client achieve their set goals of positive psychological change and increased self-awareness, alongside providing a safe, supportive and confidential environment for these changes to occur.
  • The therapeutic approach is a collaborative one that draws from the therapist’s training and experience and is geared towards meeting the client’s specific needs and goals.
  • In most cases, the client is encouraged to commit to progress by engaging in out of session exercises and assignments.
  • For further details on specific therapist approaches please visit:
Session Engagement
  • The details of any pre-therapy contact or ‘Discovery Sessions’ are agreed at initial contact between therapist and client.
  • All therapy sessions are scheduled for up to 50 minutes in length and are once per week, unless otherwise agreed.
  • Appointment locations, dates and times are agreed in advance between therapist and client. Any preferences should be made known at the point of initial contact.
  • If any therapeutic work is engaged in outside of the therapy room for any reason then this will be agreed, and planned for, beforehand between therapist and client.
  • In some cases, the location, time and date of therapy may change due to venue availability, in all cases this will be discussed and confirmed with the client beforehand.
  • Fees are confirmed with each client before the first appointment takes place.
  • Payment is required via BACS at least 72 hours prior to each scheduled appointment time.
  • If payment has not been paid at least 72 hours prior to the appointment time the appointment may be cancelled, and the slot opened up for other clients to book.
  • To request block booking payments please speak to the therapist in advance.
  • If for any reason the client needs to cancel, or reschedule, an appointment, this must be done via email direct to the therapist at least 72 hours before the scheduled session time to avoid any charges.
  • The following cancellation payments are in place to protect against and cover loss of income. room hire fees and other admin costs.
    • Cancellation within 24 hours prior to the appointment time = 100% of the agreed fee.
    • Cancellation between 24-72 hours prior to the appointment time = 50% of the agreed fee.
  • If any payments are left outstanding, then all future sessions will be cancelled until paid and continuation of therapy is agreed with the therapist.
  • Any payments in arrears without any communication and commitment towards making full payment will be sought after legally through a debt collection agency.
If it’s an emergency or immediate help is needed then the first point of call is to contact a Local GP or Emergency Services, or alternatively call NHS Direct on 111 or Samaritans on 116 123.
Contact & Communication
  • Therapist normal working hours are Monday to Friday 9-5pm, excluding bank holidays and annual leave.
  • The most efficient method of contact with the therapist is via email.
  • The best email address for contact with the therapist will be the one the client was initially presented with or contacted on.
  • For general enquiries to Listen in Deep the best email contact is:
  • The therapist may email the client with session key points, between session task information and/or useful links to aid in the progress of therapy. If this is not desired by the client, then they may opt out by informing the therapist.
  • Although secure and confidential systems are in place, email is not a fully secure form of communication. Listen in Deep does not accept liability for any theft or loss of personal information where the client makes the choice to engage in sending and/or receiving any information via email.
  • Any preferred methods of contact should be made known as soon as possible.
  • If running late for an appointment it is advisable for the client to email the therapist in advance. Please bear in mind that emails can take at least 10 minutes to arrive.
  • If late, and once arrived, the client should call or text the therapist so they can come and collect them from the waiting area.
Feedback & Complaints
  • Listen in Deep is always striving for continuous improvement across all products and services. Any feedback or complaints should be emailed directly to:
Therapy Locations
  • The venue location of therapy will be confirmed with each client at initial contact once the commencement of therapy has been agreed.
  • In some cases, the location, time and date of therapy may change due to venue availability, in all cases this will be discussed and confirmed with the client beforehand.
Holidays / Breaks
  • Any known holiday dates or other appointments should be made known as soon as possible where attendance to therapy may be impacted.
  • Anything longer than 4 weeks away from therapy may call for a restart so any leave should be discussed and agreed beforehand with the therapist.
Completing Therapy
  • Total number of sessions will depend upon the needs of the individual client and any treatment plan agreed upon.
  • Therapy is guided by regular progress reviews between therapist and client.
  • A completion date for therapy will be agreed in advance between therapist and client, usually at least two sessions in advance.
Termination of Therapy/Coaching
  • If the client wishes to end therapy for any reason they may do so at any time and should do so via direct email to the therapist.
  • Any payments outstanding at the time of termination must be paid immediately.
  • If at any time either party feels that the therapeutic approach or relationship is not working or is not benefiting the client then this should be discussed between therapist and client, and if required and where possible an onwards referral will be made to a more suitable service or therapist.
Health Insurance
  • If psychological therapy costs are covered by a current health insurance policy, then it is the responsibility of the client to advise this on first contact alongside providing as many details of the policy as possible when completing registration.
  • If no details of health insurance have been provided and/or health insurance cover has not been agreed to upon registration, then any appointment costs will fall to the responsibility of the client to pay.
  • If for any reason the insurance company does not make payment to the therapist for the client’s agreed sessions, then any outstanding appointment costs will be deemed payable immediately and in full by the client to the therapist.
Professional Standards
  • All psychological therapy work goes through regular supervision to maintain high standards of professional practice and aids therapist insight and progression, ensuring a best possible service is provided. During this process all client personal details remain anonymous.
  • All recognized therapists however long they have been in practice use supervision as a medium to look after the client, themselves and the work they do.
  • From time to time, upon client agreement, the therapist may record sessions through audio or video to improve their own practice. All recordings are held securely and confidentially. If Listen in Deep or the therapist wish to use any material for marketing purposes, then written client consent should be obtained.
  • The therapist participates in regular and continuous professional development (CPD) to enhance their own knowledge and skills.
  • Full details of professional standards and linked associations can be found here.
  • All information shared within therapy is confidential unless it is felt there is a risk towards the client or any other person or being, in which case the client’s GP and any other relevant authority will be notified. In all cases, where possible, this will be discussed with the client beforehand.
  • The therapist is obliged to disclose anything that may harm children, any involvement with drug trafficking or terrorism. These issues might not involve the client at all.
  • Next of kin details are taken for emergency purposes only. In these cases, the company name, the words “psychological therapy” and/or “therapist” may be used to make reference to who is calling however no other information will be disclosed.
  • If the therapist requires access to any of the client’s medical or psychological records for safety purposes or for supporting the treatment of the work being engaged in, then they should obtain the client’s written information consent prior to contacting their GP and/or any other health professional.
Data Protection
  • All client data and information is managed in accordance with the GDPR (General Data Protection Regulations).
  • By engaging in therapy and agreeing to these terms the client consents to Listen in Deep and the therapist holding their personal information for the purposes of safety, therapy best practice and communication with the client.
  • All client personal information and session notes are recorded and held securely and confidentially on a password protected online system in accordance with GDPR and are not shared with any other person, third-party or business.
  • Any paper notes or worksheets created in session and held by the therapist remain anonymous and are identifiable by initials only.
  • Any individual’s personal information collected via the website or manually for marketing and/or research purposes is held securely and confidentially in accordance with GDPR.
  • An individual can request the removal of any or all their data and information at any time. This can be processed by emailing the request to
  • Full privacy policy details can be viewed here.
Listen in Deep hopes all of the above helps the client, and/or any individual, to understand the therapy agreement and process they are engaging in, and the service and business they are connecting with.
Any questions can be emailed to:

Last updated on 17/05/2021.

  • Any updates to these terms and conditions will be shared on the website, and electronically where possible, and will replace any previous versions, allowing the client, and/or any individual, the time and the right to withdraw from any service or communication if they wish to do so.