Service Agreement (Online Therapy) 


UK and International Online therapy

Legal Terms of Offer

In accepting the Tavistock Relationships’ offer of webcam based online therapy you accept that the service is governed by English Law irrespective of the country in which the client/s is/are based. Any
disputes or disagreements arising from the provision of services under the terms of this engagement
will be dealt with accordingly.

Our offer of an online therapy service to clients outside of the UK may be restricted due to considerations including legal, regulatory and privacy concerns.


Tavistock Relationships offers online couple and individual therapy via the ZOOM platform which is a secure, confidential and reliable video software platform. Please familiarise yourself with the
technical information provided and prepare for the session so you are ready to start on time.

Although Tavistock Relationships aims to provide the highest practical levels of client confidentiality protection by using end to end encryption and only utilising services that are HIPAA compliant, we
regret we are unable to guarantee complete confidentiality under all circumstances. Monitoring or intrusion by state agencies or by computer service providers operating under state direction may in
certain jurisdictions pose a threat to client confidentiality. If you feel you may be at risk, you may wish to consider receiving counselling through more traditional methods.
Computer systems are typically designed to share information with others and often ask you to trade convenience for confidentiality. If you are concerned about your privacy we would suggest that you
only use private secured networks when possible and avoid shared connections. Turn off or disable any unnecessary applications, particularly those that may frequently connect to the internet and
ensure that your computer is regularly checked for computer viruses and spyware.

Further information about online security can be found on the Information Commissioners Office

Therapy sessions should take place in a private setting so as to ensure conversations are not overheard. In the event the therapist deems the setting to not be sufficiently private, the session will
be terminated and fees may still be due. Recording sessions without the explicit consent of both therapist and the client/s will be considered as breach of this service agreement.

Updated: October 2020

Payment Arrangements

Tavistock Relationships is a charity, aiming to provide therapeutic help for people whatever their income. For UK based clients who are seen in our general clinical services there is no minimum
though there is a maximum fee of £180 for ongoing sessions. Your fee will be discussed with you by the therapist at your initial appointment. Our intention is to work out a fee which takes into account
your capacity to pay and your wider circumstances. We suggest as a starting point for thinking about this, a calculation of £2 per £1000 of shared gross income – so, for example, a couple who together
earn £40 000 would pay approximately £80 per week. However, this is only a guide and you will have a discussion with your therapist regarding what is affordable.

For your initial consultation, we ask you to pay a deposit at the time of booking the appointment. This will be deducted from the total fee you agree with your therapist for the consultation
appointment and the remainder of the fee will be invoiced to you.

Please note that deposits for initial assessment appointments are non- refundable in the event you are no longer able to attend your booked consultation
We will usually ask you to pay a higher fee for your initial appointment than the fee you agree for your ongoing sessions, reflecting the longer time we spend at this point in order to make sure you
get the help that you need. There is no minimum fee for this initial appointment and the maximum fee is £200. The deposit you have paid in advance of your initial appointment will be deducted from
the total fee you agree for the appointment.

Please note that some specialised services may have a fixed fee, or may have a higher minimum fee.

International clients

Given the high volume of work and expenses in delivering safe clinical sessions internationally online, the fee range for international clients is £100 to £200.

Process of Payment

Once you and the therapist agree to continue with ongoing weekly counselling, session fees are payable in advance of each session.
If you prefer to pay monthly, in advance, please do let us know.

Fees are paid via electronic invoicing and can be paid by credit or debit card. If you would like to set up a standing order for your fees please contact us on 0207 380 1960.
If you prefer to pay monthly in advance this can be arranged. Please discuss this with your therapist.

Weekly Sessions

Online therapy sessions are offered weekly and generally will take place at the same day and time. This consistency and regularity of session times is an important aspect of the therapy process.
Updated: October 2020

Cancellations and Missed appointment

Paying for your appointments even on occasions when you are unable to come is necessary so that we can sustain our offer to provide regular weekly sessions. The therapy requires a regular
commitment that you can rely upon over time. In order to provide such a reliable frame-work we offer appointments at the same time on the same day each week. This means that we reserve a
weekly slot with a dedicated therapist and consulting room for you. When you cancel a session, this slot cannot be offered to anyone else. In this sense, it is a bit like renting a room, in so far as it is
your time with your therapist and cannot be made available for any other client.

Of course, if due to unexpected illness or planned holidays, your therapist is not able to be there, we will not charge you and the pre-paid fees will either be refunded or credited again the next invoice.
We do try our best to set your fees at a level that you can realistically afford and budget for on a weekly basis. If you would like to know more about our sliding scale approach, please see a fuller
explanation in the ‘Fee Structure’ section of this document.

Technical Problems

Should either party experience technical difficulties, we both endeavour to email straight awayand/ or try to reconnect online as soon as possible. If overall, more than 15 minutes of the sessions
has not occurred due to therapist related technical problems we will offer to supplement this time, and if this is not possible , we will agree a reduced rate for that session in proportion to the service

Clinical Emergency

The Tavistock Relationships’ webcam based online counselling and psychotherapy is aimed at helping clients with their relationship. It is not possible for online therapy sessions t o help in the event of
clinical emergency. In any case of clinical emergency, severe distress, and other more urgent mental health difficulties clients must contact their GP, the local medical emergency services , and/or any
other local services as appropriate to their difficulties. You will be required to provide with details of your local medical practitioner in order to access our online therapy service.
Before the initial consultation:
• New clients are asked to complete the intake questionnaires via the link provided at least 48
hours prior to your consultation appointment • Please ensure you have your appointment email with details as how to access your session
close at hand
• Launch the Zoom application and login a few minutes prior to the scheduled start time of your session.

In the initial consultation the therapist you see will explore your current difficulties and think with you about how to proceed. We will want to ensure that your situation is best suited to having online
therapy. However online therapy is not always suitable and in such cases we will try to recommend more suitable options that you might then wish to explore.

Updated: October 2020

Following the initial consultation the therapist will consider carefully about the way forward. We will then contact you to let you know the next step. If Tavistock Relationships is able to offer ongoing
therapy you will receive confirmation of this. Subsequent meetings will normally take place at the same time as the first on a weekly basis.


Tavistock Relationships adheres to a professional code of ethical standards which includes the principle of confidentiality. This means that we would not disclose information about you to a third
party without your agreement, except in situations where there was serious and significant concern about harm to you or someone else and this would normally be discussed with you beforehand.
If you are seen as a couple we would normally expect that information can be shared between you. If you have any questions about confidentiality you can discuss them with your therapist.

Boundaries of therapy

Therapy sessions are offered every week at the same time. While the online framework provides a sense of ad-hoc connection, it is not appropriate to engage with your therapist through social
networks in between sessions. Communication with the therapist in between sessions should be made through our appointments team.

Feedback Forms and Outcome Monitoring

We seek to gather feedback about the effectiveness of our services and will ask you may be asked to complete some questionnaires at certain intervals during the course of your therapy. This will be
done by sending you a link via an email, and we would be grateful if you could complete all questionnaires prior to the next session. The therapist will have access to your answers, and your
answers will also be collated anonymously so we can look at how helpful our sessions are overall . If you have any questions about these forms, please speak to your therapist.

Access to Your Data

Tavistock Relationships is registered with the information commissioner and all personal data is processed and maintained in accordance with the Data Protection Act. For further information,
please contact our Clinical Administration Team 0207 380 1960 or email

Feedback and Complaints

If you are unhappy with the therapy you are receiving or with any other aspect of your contact with Tavistock Relationships it may be helpful to discuss this with your therapist in the first instance. If
you would like to discuss your concerns with someone else, please let us know by contacting our online team management at
For further information please see our FAQs factsheet and the FAQ on the website

Updated: October 2020