Client Terms & Conditions
Version: September 2026
Last updated: 22 September 2026
Healing with Chloe is operated by Chloe O’Brien.
Website: https://healingwithchloe.com
Email: hello@healingwithchloe.com
Business/correspondence address: 24 Shrewsbury Road, Wirral, CH43 1UX
These Terms & Conditions explain the basis on which Healing with Chloe provides therapy and hypnotherapy services. Please read them before booking or purchasing a session or package.
These Terms should be read alongside the Healing with Chloe Privacy Notice and, where applicable, the Client Agreement & Consent Form.
The therapeutic service
Healing with Chloe provides Solution Focused Hypnotherapy and related therapeutic support.
Therapy is a collaborative process. I will provide my services with appropriate professional care, skill and attention, but people respond differently to therapy and no particular therapeutic outcome can be guaranteed.
Fees are paid for my professional time, preparation, expertise and provision of the agreed service rather than for a guaranteed result.
Nothing in these Terms affects your statutory right to receive services provided with reasonable care and skill.
Professional standards and scope of practice
I work within the limits of my qualifications, training, competence and professional scope of practice.
My current professional memberships and registrations are listed on the Healing with Chloe website. Where applicable, I work in accordance with the relevant professional codes of conduct and ethics of the organisations with which I am registered or a member.
If I believe that:
your needs fall outside my professional scope;
another form of support would be more appropriate;
continuing therapy would not be in your best interests; or
additional medical, psychological or other professional support should be considered,
I may discuss this with you and, where appropriate, recommend that you seek support from another suitably qualified professional.
Healing with Chloe is not an emergency or crisis service. If you or another person is in immediate danger, or you require urgent medical or mental-health assistance, you should contact the appropriate emergency or urgent-care service.
Medical care and medication
Therapy is not a substitute for medical diagnosis, medical treatment or other healthcare that you may require.
You should not stop or change prescribed medication or medical treatment on the basis of therapy without discussing this with the healthcare professional responsible for your care.
Where relevant to providing therapy safely, I may ask you for information about your physical or mental health, medication or other professional support.
You are responsible for providing information that is accurate to the best of your knowledge and for telling me about relevant changes during our work together.
Initial consultation and suitability
An initial consultation or discovery call may be used to:
discuss what you would like help with;
explain how I work;
consider whether my service may be suitable;
answer questions;
explain fees and packages; and
discuss possible next steps.
A discovery call does not oblige either of us to begin therapy.
I may decline to offer therapy where I reasonably believe that my service is not suitable, falls outside my competence or would not be appropriate in the circumstances.
Forming our contract
Before beginning paid therapy, you will be given access to:
these Client Terms & Conditions;
the Healing with Chloe Privacy Notice; and
any relevant information about the service, price and payment arrangements.
Before therapy begins, adult clients are required to complete a Client Intake Form and Adult Client Agreement & Consent Form. Separate consent arrangements apply to clients under 18.
A contract is formed when I accept and confirm your booking or package purchase after the relevant service information, price and terms have been provided to you.
A copy of these Terms will be provided in a format that you can keep, such as by email or PDF.
Any additional arrangements that we specifically agree in writing will also form part of our agreement.
Sessions
Unless otherwise agreed, a standard therapy session is scheduled for approximately one hour.
Where a particular service has a different length or format, this will be made clear before booking.
Sessions are currently delivered online using Google Meet.
I do not record Google Meet therapy sessions.
Online sessions
For online therapy, you are responsible for:
having a suitable internet connection and compatible device;
joining using the meeting link provided;
choosing a reasonably private and safe environment;
taking reasonable steps to avoid interruptions; and
being in an appropriate condition to participate.
Meeting links may be sent by email or WhatsApp.
If a substantial technical problem on my side prevents the agreed session from taking place or materially prevents me from delivering the service, I will normally offer either:
an alternative appointment; or
an appropriate refund or credit for the part of the service that could not be provided.
If a technical problem occurs on your side, I will make reasonable efforts to reconnect or continue the session. Depending on the circumstances and the amount of appointment time lost, the session may remain chargeable.
Genuine exceptional circumstances will be dealt with reasonably.
Fees and payment
The price of your session or package will be made clear before you agree to purchase it.
The price communicated to you will be the total amount payable unless I clearly tell you otherwise.
Payment is currently normally made by UK bank transfer.
Payment is due at the time or on the terms communicated to you before booking.
Fees may change from time to time. A later price change will not retrospectively alter the price of a session or package you have already purchased unless we specifically agree otherwise.
Packages and blocks of sessions
Where you purchase a prepaid package or block of sessions:
the number of sessions;
the total price;
the effective price per session; and
any specific package conditions
will be made clear before purchase.
Packages do not automatically renew unless you expressly agree otherwise.
Purchasing a package does not guarantee a particular therapeutic outcome or require you to continue therapy if you no longer wish to do so.
Your statutory cancellation rights are explained below.
Voluntarily ending a package after the statutory cooling-off period
You may decide to end therapy before completing a prepaid package.
Where you voluntarily do so after the statutory cooling-off period has ended, I will normally refund the value of genuinely unused prepaid sessions.
The refund will be calculated from the total package price paid, less:
the package-rate value of sessions already provided;
any appointments properly chargeable under the late-cancellation/no-show policy;
the previously disclosed price of any separately priced additional service already supplied, where applicable; and
a £5 administration charge for the reasonable administrative work involved in calculating and processing a voluntary package refund.
The £5 administration charge applies only to a voluntary decision by the client to end an otherwise available package after the statutory cooling-off period.
It will not be deducted where:
you are exercising a statutory cancellation or refund right;
I am unable to provide the agreed service;
a refund is due because the service has not been provided as agreed; or
consumer law otherwise requires the refund to be provided without such a charge.
I will not impose an arbitrary percentage cancellation penalty on the unused balance.
A voluntary package refund will normally be processed within 14 days after the refund amount has been confirmed.
This contractual package-refund policy does not reduce any statutory rights you may have.
Your statutory 14-day cancellation right
Where you enter into a contract with Healing with Chloe at a distance — for example online, by email, telephone or WhatsApp — you will normally have a statutory 14-day cooling-off period under UK consumer law.
For a service contract, the 14-day period begins on the day after the contract is made.
During this period, you may normally cancel without giving a reason.
You may cancel by sending me any clear statement that you wish to cancel, for example by email.
You may also use the Model Cancellation Form at the end of these Terms, although you do not have to use that form.
No £5 package administration charge applies when you are exercising this statutory cancellation right.
Starting therapy during the 14-day cooling-off period
You do not have to wait 14 days before beginning therapy.
However, if you want me to begin providing the service before the statutory cooling-off period has ended, I will ask you to expressly request that therapy begins early.
If:
you expressly request that therapy begins during the cooling-off period; and
you later exercise your statutory right to cancel before the contracted service has been fully performed,
you may be required to pay a proportionate amount for the service already provided up to the time you cancel.
For a prepaid package, this is calculated in accordance with the applicable statutory rules and the proportion of the agreed service already supplied.
If a service has been fully performed within the cooling-off period following your express request to begin early, and you have acknowledged that your statutory cancellation right will be lost once the service has been fully performed, you may lose the right to cancel that completed service.
If I begin providing a service during the cooling-off period without obtaining the express request required by law, your statutory rights will not be reduced.
Hypnosis recordings and digital content during the cooling-off period
Therapy may include hypnosis or relaxation recordings.
Some recordings are generic and others are individually prepared.
Where a recording constitutes digital content and applicable consumer law requires your express consent before it is supplied during the 14-day cancellation period, I will obtain the necessary consent and acknowledgement before supplying it.
Where the statutory requirements for supplying digital content during the cooling-off period have not been met, your statutory cancellation rights will not be reduced.
Cancelling or rescheduling an appointment
Your statutory 14-day right to cancel the contract is separate from the policy that applies when cancelling or rescheduling an individual appointment.
Please give at least 24 hours' notice if you need to cancel or rearrange a scheduled session. Earlier notice is always appreciated.
Where at least 24 hours' notice is given, I will normally rearrange the appointment without a cancellation charge, subject to availability.
Where you:
cancel with less than 24 hours' notice; or
do not attend the appointment,
a cancellation charge of up to the full session fee may apply, reflecting the loss caused by the appointment having been reserved for you.
Where I am able to refill the appointment or where genuine exceptional circumstances apply, I may reduce or waive the charge where reasonable.
If I need to cancel
Occasionally I may need to cancel or rearrange a session because of illness, emergency, technical failure or another unavoidable circumstance.
I will give you as much notice as reasonably possible.
Where I cancel a paid session, you will be offered either:
an alternative appointment; or
a refund or credit for the affected session.
I am not responsible for additional losses such as lost earnings, travel or other arrangements unless liability for those losses cannot lawfully be excluded.
Late arrival
If you are running late, please let me know where reasonably possible.
I will try to provide as much of the scheduled session as possible, but the appointment will normally still finish at the agreed time so that other commitments can be honoured.
A session shortened because of your late arrival will normally remain payable at the full agreed fee.
Alcohol and drugs
Therapy cannot safely or effectively proceed where a client is materially impaired by alcohol or non-prescribed/recreational drugs.
If I reasonably believe that you are not in an appropriate condition to participate safely, I may end or postpone the session.
Where this occurs because you have attended while materially impaired, the appointment may be treated in accordance with the late-cancellation policy.
Prescribed medication should continue to be taken in accordance with the advice of the healthcare professional responsible for prescribing it unless they advise otherwise.
Respectful and safe behaviour
I undertake to treat clients with dignity, respect and professional care.
Clients are expected to communicate and participate without abusive, threatening, discriminatory or violent behaviour.
I may end a session or therapeutic relationship where behaviour creates a safety risk or makes a reasonable therapeutic relationship impossible.
Where appropriate and safe, I will explain my reasons and give reasonable consideration to alternative support or next steps.
Your participation in therapy
Therapy works best when there is active participation from both therapist and client.
Depending on the therapeutic work agreed between us, you may be invited to:
reflect on changes or progress;
notice positive differences between sessions;
listen to a therapeutic recording;
practise agreed strategies; or
take other reasonable steps towards your goals.
These activities are intended to support the therapeutic process, but no particular outcome is guaranteed.
You remain responsible for your own decisions and actions outside therapy.
Hypnosis and relaxation recordings
Where I provide a hypnosis or relaxation recording, it is supplied for the intended client's personal therapeutic use unless otherwise agreed.
You must not listen to hypnosis or deep-relaxation recordings while driving, cycling, operating machinery or doing anything that requires your full attention.
Individually prepared recordings may contain material relating to your personal therapeutic circumstances and should therefore be treated as private.
Recordings supplied by Healing with Chloe must not be sold, published, reproduced or distributed without my written permission.
Confidentiality
The therapeutic relationship is confidential.
However, confidentiality has lawful and professional limits.
Information may need to be disclosed in circumstances including:
where you have authorised me to communicate with another professional;
where there is a serious safeguarding concern or risk of significant harm;
where disclosure is necessary to protect vital interests;
where a lawful court order or other legal requirement applies;
where disclosure is necessary for the establishment, exercise or defence of legal rights; or
where another lawful basis for disclosure applies.
Where it is safe, lawful and appropriate to do so, I would normally aim to discuss a disclosure with you before making it.
Further information is available in the Healing with Chloe Privacy Notice.
Professional supervision
Professional supervision is an important part of responsible therapeutic practice.
I may discuss aspects of therapeutic work with my clinical supervisor to support professional standards, client welfare and the quality of my work.
Direct identifying information is removed or minimised where possible, and clients may be referred to using a client code or pseudonym.
My supervisor is also subject to professional confidentiality obligations.
Further information is provided in the Privacy Notice.
Client records and data protection
I maintain appropriate client records in accordance with my professional and data-protection responsibilities.
Information about:
what personal information I collect;
why I use it;
the lawful bases I rely on;
how information is stored and protected;
service providers;
confidentiality;
international processing;
retention periods;
your data-protection rights; and
data-protection complaints
is provided in the Healing with Chloe Privacy Notice
Agreeing to therapy does not remove or reduce your rights under data-protection law.
Children and young people
Additional arrangements apply where the client is under 18.
When I work with a client under 18, a separate Under-18 Client Agreement & Consent process will be completed before therapy begins.
This will address matters including:
parental responsibility and appropriate consent;
the young person's understanding and participation;
confidentiality boundaries;
safeguarding;
emergency contacts; and
arrangements for online sessions.
These general Terms will apply alongside the Under-18 agreement where appropriate.
24. Ending therapy
You may decide to end therapy at any time.
I may also recommend ending, pausing or referring on where I reasonably believe that:
therapy is no longer appropriate;
your needs fall outside my competence or professional scope;
another professional or service would better meet your needs;
continuing would not be therapeutically appropriate;
a safe and respectful therapeutic relationship cannot be maintained; or
another significant professional reason makes continuation inappropriate.
Where reasonably possible, ending therapy will be discussed with you and handled with appropriate care.
Any outstanding fees, unused package sessions or refunds will be dealt with in accordance with these Terms and your statutory rights.
No guarantee of outcome
People respond differently to therapy and hypnotherapy.
I cannot guarantee:
that therapy will achieve a particular result;
how many sessions may be required;
that a particular recording or technique will produce a particular response; or
that progress will happen within a particular timeframe.
This does not reduce my responsibility to provide the agreed service with reasonable care and skill.
Consumer rights and liability
Nothing in these Terms excludes or limits rights or liabilities where it would be unlawful to do so.
In particular, nothing in these Terms excludes or limits:
your statutory consumer rights;
liability for death or personal injury caused by negligence; or
liability for fraud or fraudulent misrepresentation.
I am not responsible for losses that were not reasonably foreseeable when our contract was formed or that were not caused by a breach of my obligations.
Nothing in these Terms requires you to accept a risk or waive a right that the law places on Healing with Chloe.
Complaints
If you are unhappy with an aspect of the therapeutic service or my professional practice, I would encourage you to raise the matter so that it can be considered appropriately.
Professional/service complaints are dealt with under the:
Healing with Chloe Complaints Policy
Complaints specifically about how your personal information has been collected, used, stored or shared are dealt with through the separate:
Healing with Chloe Data Protection Complaints process
Different legal and professional requirements apply to these two types of complaint.
Changes to these Terms
I may update these Terms where reasonably necessary, for example because:
the services I provide change;
professional requirements change;
technology or business arrangements change; or
relevant law or regulatory guidance changes.
The current version will be available on the Healing with Chloe website.
Changes will not retrospectively remove your statutory rights or materially alter an existing paid agreement without an appropriate legal basis or your agreement.
Where a material change affects an ongoing therapeutic relationship, I will take reasonable steps to bring it to your attention.
If part of these Terms is unenforceable
If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply so far as legally possible.
Governing law
These Terms and the contract between us are governed by the laws of England and Wales.
If you are a consumer resident elsewhere, nothing in this clause removes any mandatory consumer rights or protections that apply to you under applicable law.
Contact details
Questions about these Terms can be sent to:
Chloe O’Brien
Healing with Chloe
Email: hello@healingwithchloe.com
Business/correspondence address: 24 Shrewsbury Road, Wirral, CH43 1UX
For questions concerning personal information, please see the Healing with Chloe Privacy Notice.
Model Cancellation Form
You may use this form if you wish to exercise your statutory cancellation right.
You do not have to use this form.
To:
Chloe O’Brien
Healing with Chloe
24 Shrewsbury Road, Wirral, CH43 1UX
hello@healingwithchloe.com
I hereby give notice that I wish to cancel my contract for the supply of the following service:
Service/package: ______________________________________
Ordered/agreed on: ____________________________________
Name of consumer: _____________________________________
Address of consumer: __________________________________
Signature of consumer: _________________________________
Only required if this form is submitted on paper.
Date: _________________________________________________