Connect & Treat — Client Terms and Conditions

Last updated: 2 September 2026

These terms are a contract between you, the Client, and the independent Therapist you book on Connect & Treat, for the therapeutic work you do together. Connect and Treat Limited (company number 14825853) ("Connect & Treat" or "the Platform") is not a party to the clinical contract. Connect & Treat provides the website, booking and payment tools only.

Please read this in full before booking a first session. It will remain available on the Platform for you to review at any time.

By creating an account or confirming a booking with a Therapist on Connect & Treat, you agree to these terms. They sit alongside the Website Terms of Use, Privacy Policy, Cookie Policy and (for practitioners) the Therapist Terms.

1. Who we each are

1.1 I am an independent practitioner. I am registered or accredited with a UK professional body (for example BACP, UKCP or HCPC), I hold professional indemnity insurance, and I am listed on Connect & Treat. I am not an employee of Connect & Treat.

1.2 You are the Client receiving the sessions. You (or a parent or guardian acting for you) must be 18 or over to hold a Platform account.

1.3 The therapeutic contract for each session is between you and me only. Connect & Treat does not deliver, supervise or direct therapy and does not accept liability for advice or treatment I provide.

2. Sessions

2.1 A standard session is 50 minutes unless we agree otherwise in writing on the Platform.

2.2 Sessions take place in the format shown on the booking (online video, telephone or in person). Join links for online sessions are provided through the Platform.

2.3 Connect & Treat is a pay-as-you-go marketplace. A session is only reserved when it is booked and paid for on the Platform. I may offer you a regular weekly time, but that time is not held as an ongoing reserved slot unless we both confirm a further booking.

2.4 The first session is a chance for us both to see whether we are a good working fit. You are not obliged to continue after it. If either of us feels we are not the right match, please say so. Connect & Treat does not currently offer a free replacement first session with another therapist.

3. How to book, pay and rearrange

3.1 All bookings and payments must go through Connect & Treat. Please do not offer me cash, bank transfer, or payment to a personal account. I am contracted to take payment only through the Platform.

3.2 When you book, you pay in full at the time of booking: my session fee plus the Platform service fee shown at checkout (including VAT where applicable). Connect & Treat holds the funds and releases my fee to me after the session has taken place, or after a cancellation or non-attendance that is chargeable under these terms.

3.3 The card you use (or save) on the Platform is used for that booking and for later sessions I book for you using "Book and charge card". Those follow-on sessions are charged when I book them, and they are confirmed at once. You can update your card in your Client Dashboard.

3.4 If a follow-on charge fails, Connect & Treat will notify you. The session may be delayed, suspended or cancelled until payment is taken. Please keep your card details up to date.

3.5 To cancel or rearrange, use your Client Dashboard (or contact me through Platform messages). Do not rely on contacting Connect & Treat's admin team for diary changes, as they would only forward the request to me.

3.6 You must give at least 48 hours' notice to cancel or rearrange a confirmed session. If you do, you receive a full refund of the session fee and the Platform service fee.

3.7 If you cancel or rearrange with less than 48 hours' notice, or you do not attend, the full amount paid is not refunded. That includes holidays, work, illness, emergencies and any other reason, unless I choose to make an exception.

3.8 If you cancel a booking before I have accepted it, you receive a full refund even if that is inside 48 hours.

3.9 If I cancel a session, or I decline a booking, you receive a full refund of the session fee and the Platform service fee.

3.10 Reschedule requests inside 48 hours of a confirmed session are not available on the Platform. Outside 48 hours you may request a new time. The original payment is carried across. No second charge is taken for a genuine reschedule.

3.11 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days, beginning the day after a Therapist agrees to provide services to you, in which to change your mind and cancel that contract. If you ask the Therapist to begin providing services within that 14-day period, you may still cancel, but you will be liable to pay for services already delivered up to the point you notify the Therapist of your cancellation.

4. Lateness, absences and no-show

4.1 Please join or arrive at the booked time. I cannot usually extend a session if you are late, because it would run into the next booking.

4.2 If you do not attend, I may record a client no-show after the session start time. The session remains chargeable as in clause 3.7.

4.3 You will not be charged when I am absent (holiday, illness or any cancellation by me). Those sessions are refunded in full as in clause 3.9.

5. Contact between sessions

5.1 Please bring clinical concerns to the session. For cancellations and practical issues, use Platform messages or your dashboard.

5.2 I am not an emergency or crisis service and I cannot guarantee that I will be available between sessions. If you are in danger, call 999 or go to A&E. You can also contact the Samaritans on 116 123 (free, 24 hours), Shout by texting 85258, or NHS 111.

5.3 Connect & Treat is not a crisis service.

6. Safety

6.1 Please do not attend a session under the influence of alcohol or non-prescribed drugs. If I reasonably believe you have, I may end or not start the session. The session may still be chargeable.

6.2 Therapy can raise strong feelings. If I believe those feelings are not containable in the session, I may end it early.

6.3 Abusive, threatening or seriously inappropriate behaviour towards me or the Connect & Treat team may end our work together and may lead to your Platform access being withdrawn, without prior notice where necessary.

7. Confidentiality

7.1 Sessions are confidential, with the usual professional limits. I may need to share information if:

(a) I believe you or someone else is at serious risk of harm;

(b) a court or the law requires it;

7.2 I will normally tell you if I have to do this, unless that would increase the risk.

7.3 I take part in clinical supervision as required by my professional body. Confidentiality extends to my supervisor. I will not use your full name in supervision notes.

7.4 Connect & Treat holds the booking, payment and account information needed to run the Platform, as set out in its Privacy Policy (UK GDPR and the Data Protection Act 2018). Clinical notes I keep are my responsibility as your Therapist, not Connect & Treat's clinical record.

8. Ending therapy

8.1 Please discuss with me if therapy has lost focus or does not feel helpful. If you decide to stop, give as much notice as you can so we can end the work well.

8.2 I may end a session or the work without notice where I reasonably consider it necessary, including serious misconduct, risk, or a breakdown of the working relationship, and I may tell Connect & Treat that this has happened.

8.3 After we stop, I remain responsible for your clinical records until they are securely destroyed in line with my professional body's rules and the law.

9. Extra work (letters and reports)

9.1 Letters, reports or similar extra work are not included in a standard 50-minute session. If I agree to do them, they are usually charged at my session rate unless we agree otherwise, and they must be booked and paid through the Platform.

9.2 Please tell me at the outset if you need therapy in connection with a legal claim. I may decline if that is outside my competence.

10. Insurance

10.1 I hold professional indemnity insurance.

10.2 If you use private medical insurance, you remain liable for any shortfall. Neither I nor Connect & Treat will correspond with your insurer.

11. Feedback and complaints

11.1 Please raise concerns about our work with me first.

11.2 You may leave a review through the Platform where that feature is offered. Connect & Treat may remove reviews that break its rules. I cannot edit or remove your review.

11.3 A serious complaint about my conduct that we cannot resolve may be taken to my professional body (for example BACP, UKCP or HCPC). I or Connect & Treat can help you find those details.

11.4 Complaints about the website, booking or payments should go to Connect & Treat at hello@connectandtreat.com, not to me. They cannot deal with the clinical relationship.

12. Platform

12.1 Booking, payment, refunds and messages for our work must use Connect & Treat.

12.2 These terms govern the clinical relationship and, as they apply to you, booking, payment and cancellation. Use of the website is also subject to the Website Terms of Use. Therapists are separately bound by the Therapist Terms. If there is a conflict about how I conduct therapy, these Client Terms apply. If there is a conflict about use of the website, the Website Terms of Use apply.

13. Governing law

13.1 These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Acceptance

You accept these terms when you create an account or complete a paid booking with me on Connect & Treat.

Therapist: the independent practitioner named on the booking.

Client: the person named on the booking.

Platform: Connect and Treat Limited, 14825853, Apollo House, Hallam Way, Whitehills Business Park, Blackpool, England, FY4 5FS. hello@connectandtreat.com.