Terms of Use and
Booking Terms

1. About InnerSentia Therapies

InnerSentia Therapies is the trading name of Kamila Roszak-Imiolek, based in Houghton-le-Spring, North East England.

In these terms:

• "InnerSentia Therapies", "InnerSentia", "we", "us" or "our" means Kamila Roszak-Imiolek trading as InnerSentia Therapies.
• "You" or "your" means a visitor to the website, a person making an enquiry, a person booking an appointment, or a client using InnerSentia Therapies services.
• "Website" means the website at www.innersentia.co.uk.
• "Services" means the information, enquiry, booking and therapeutic wellbeing services provided by InnerSentia Therapies, including initial chats, initial appointments, therapy sessions, programme sessions and related communications.
• "Appointment" means a scheduled initial chat, Initial Assessment & Therapy Session, follow-up session, programme session, online session or face-to-face session.
• "Booking platform" means the third-party system used to manage bookings, appointment information, payments or client communications. The current booking platform is Therasee.

InnerSentia Therapies provides psychologically informed hypnotherapy, NLP and related therapeutic wellbeing support for adults. The service may support people experiencing issues such as anxiety, overwhelm, stress, self-doubt, overthinking, inner pressure, emotional exhaustion, feeling disconnected from themselves, or seeking meaningful personal change.

InnerSentia Therapies offers online sessions across the UK and face-to-face appointments in Houghton-le-Spring, subject to availability, suitability and professional judgement.

You can contact InnerSentia Therapies by email at info@innersentia.co.uk. Email is not monitored as an emergency or crisis support channel.

2. Who these terms apply to

These terms apply to:

• visitors using the InnerSentia Therapies website;
• people making enquiries by email, booking platform or other agreed communication route;
• people booking or attending a free initial chat;
• people booking or attending paid appointments;
• clients receiving online or face-to-face support;
• clients booking individual sessions or a structured programme; and
• anyone using information, links or resources provided through the website.

If you use the website on behalf of another person, or make an enquiry or booking for another person, you must have proper authority to do so. InnerSentia Therapies may ask for direct contact with the person seeking support before any appointment is confirmed.

If you do not agree to these terms, please do not use the website, make an enquiry or book an appointment.

Some additional information may be provided during the booking process, in appointment confirmation emails, in client forms, or through the booking platform. That information may form part of the practical arrangements for your appointment.

3. Adults only

InnerSentia Therapies currently provides support for adults only.

You must be at least 18 years old to book an appointment or use the services. InnerSentia Therapies does not currently provide therapy for children or young people.

If an enquiry is made on behalf of a person under 18, InnerSentia Therapies will not be able to provide therapy to that person and may suggest seeking support from an appropriate GP, NHS service, school, safeguarding route, children's mental health service or suitably qualified professional.

If it becomes clear that a booking has been made by or for someone under the age of 18, InnerSentia Therapies may cancel the appointment and, where appropriate, issue a refund in accordance with the circumstances and any applicable legal requirements.

4. Use of this website

The website is provided to help visitors learn about InnerSentia Therapies, understand the scope of support available, make enquiries and access the booking process.

You may use the website for personal, lawful and non-commercial purposes only.

You agree not to misuse the website. This means you must not:

• use the website for unlawful, fraudulent, harmful, abusive or misleading purposes;
• attempt to interfere with the security, availability or proper operation of the website;
• attempt to gain unauthorised access to the website, server, booking systems, email systems or any connected systems;
• introduce viruses, malware, malicious code or harmful material;
• scrape, harvest, extract, copy or collect website content or data without permission;
• copy, reproduce, adapt, republish or commercially exploit website content without written permission;
• use the website, email links or booking links to send spam, unsolicited promotional messages, abusive communications, false information or inappropriate content;
• make enquiries or bookings on behalf of another person unless you have proper authority to do so;
• impersonate another person or misrepresent your identity;
• use the website or booking process to harass, threaten, abuse, intimidate or discriminate against anyone;
• use the website in a way that may damage InnerSentia Therapies' reputation or interfere with the experience of other users; or
• use the website, email or booking process for crisis, emergency or safeguarding situations.

If InnerSentia Therapies reasonably believes that the website, email or booking process is being misused, access to services may be refused, appointments may be cancelled and appropriate action may be taken.

InnerSentia Therapies may update, suspend, withdraw or change any part of the website at any time. While reasonable care is taken to keep the website accurate and available, uninterrupted access cannot be guaranteed.

5. Website content is not medical advice

The information on the website is provided for general information only.

Website content may describe common experiences such as anxiety, stress, overwhelm, self-doubt, overthinking, emotional pressure, confidence difficulties, people-pleasing, masking, inner criticism, disconnection from self or meaningful personal change. This information is intended to help visitors understand the type of support offered by InnerSentia Therapies. It is not intended to assess, diagnose or treat any medical, psychological or psychiatric condition.

The website does not provide:

• medical advice;
• diagnosis;
• psychiatric advice;
• psychological diagnosis;
• crisis support;
• emergency support;
• safeguarding intervention;
• medication advice; or
• a replacement for care from a GP, NHS service, psychiatrist, psychologist, crisis team or other appropriately qualified healthcare professional.

Reading the website, using the website, sending an email or booking a initial chat does not, by itself, create a therapist-client relationship.

You should not rely on the website as a substitute for professional advice that is appropriate to your individual circumstances. If you have medical, psychiatric, psychological or urgent mental health concerns, please seek appropriate professional support.

If you are in immediate danger, feel unable to keep yourself safe, or are worried that someone else may be at immediate risk of harm, please use urgent or emergency support rather than relying on this website.

6. Scope of services

InnerSentia Therapies provides therapeutic wellbeing support for adults. The work is psychologically informed, collaborative, consent-based and goal-oriented.

Depending on suitability, goals and professional judgement, support may include:

• reflective conversation;
• psychologically informed exploration;
• clinical hypnotherapy, where appropriate;
• NLP, where appropriate;
• work with patterns of thought, emotion, meaning, imagery, body responses or internal rehearsal;
• practical exploration of responses, habits, beliefs or coping patterns;
• support with regulation, self-trust, emotional steadiness or meaningful change; and
• discussion of possible next steps or signposting where another type of support may be more appropriate.

Techniques are explained before use. You remain able to ask questions, pause, decline a technique, request a different pace or say that something does not feel right for you.

InnerSentia Therapies does not provide:

• crisis or emergency support;
• medical diagnosis or medical treatment;
• psychiatric care;
• formal psychological assessment or diagnosis;
• ADHD or autism assessment or diagnosis;
• medication advice;
• specialist trauma treatment outside the practitioner's scope;
• specialist safeguarding or risk-management services outside the practitioner's scope;
• forensic, legal, occupational health or court reports;
• a replacement for GP, NHS, psychiatric, psychological, crisis or specialist healthcare support; or
• a guarantee that symptoms, distress, anxiety, overwhelm, self-doubt or emotional discomfort will be removed.

InnerSentia Therapies works within the practitioner's training, competence, professional boundaries and insurance. If another form of support appears more appropriate, this may be discussed and signposting may be suggested where possible.

The service is not a promise of a particular outcome. The effect of therapeutic work can vary from person to person. Progress may depend on many factors, including suitability, timing, engagement, circumstances, complexity, health factors and support outside sessions.

7. Suitability and right to decline, pause, end or signpost

The free initial chat is intended to help both you and InnerSentia Therapies consider whether the service may be suitable.

InnerSentia Therapies may decide not to offer appointments, or may pause or end work, where the service does not appear suitable, safe, appropriate or within professional scope.

This may include situations where:

• crisis, emergency, medical, psychiatric or specialist support appears more appropriate;
• the issue is outside the practitioner's training, competence, insurance or professional boundaries;
• there is a significant risk that cannot be safely supported within this service;
• you require formal assessment, diagnosis, medication advice, psychiatric care or specialist clinical treatment;
• the service requested is not one InnerSentia Therapies provides;
• online or face-to-face work does not appear appropriate in the circumstances;
• you attend a session under the influence of alcohol, recreational drugs or non-prescribed substances;
• communication becomes abusive, threatening, discriminatory, sexually inappropriate, harassing or otherwise unsafe;
• information provided during enquiry, booking or sessions appears materially inaccurate or incomplete;
• repeated missed appointments or short-notice cancellations make continued work unmanageable; or
• the therapeutic relationship no longer appears suitable, safe or helpful.

Where appropriate, InnerSentia Therapies may suggest that you contact your GP, NHS services, a crisis service, another healthcare professional, a specialist service or another suitable source of support.

You are responsible for providing accurate and relevant information when making an enquiry, booking an appointment or attending sessions. This includes information that may affect suitability, safety, risk, health, accessibility, communication needs or the way support is provided.

If your circumstances change during the course of the work, you should let InnerSentia Therapies know where this may affect suitability, safety or the support being provided.

8. Crisis, urgent support and safeguarding

InnerSentia Therapies is not a crisis service.

Email, booking links, initial chats and therapy appointments are not monitored as emergency support channels and should not be used in an emergency.

If you are in immediate danger, feel unable to keep yourself safe, or are worried that someone else may be at immediate risk of harm, please contact emergency or urgent support rather than waiting for a therapy appointment or email reply.

Depending on the situation, this may include:

• calling 999;
• going to your nearest A&E;
• contacting NHS 111;
• contacting your GP;
• contacting local NHS mental health or crisis services; or
• calling Samaritans on 116 123.

If you are outside the UK, you should contact the emergency or crisis services available in your location.

Confidentiality is important, but it is not absolute. Confidentiality may need to be limited where there is a serious risk of harm, a safeguarding concern, a legal obligation, a terrorism or money-laundering concern, a court order, or another professional or ethical requirement to share information.

This may include situations where InnerSentia Therapies reasonably believes that:

• you may be at serious risk of harm;
• another person may be at serious risk of harm;
• a child or vulnerable adult may be at risk;
• there is a legal requirement to disclose information;
• disclosure is necessary to comply with professional or ethical obligations; or
• disclosure is necessary to protect life, safety or serious wellbeing.

Where possible and appropriate, InnerSentia Therapies will usually try to discuss concerns with you before sharing information. However, this may not always be possible, particularly where there is urgency, legal obligation or serious risk.

9. Booking process

The usual first step is a free initial chat. If the service appears suitable and both parties wish to continue, the next step may be an Initial Assessment & Therapy Session. Further support may then be arranged through follow-up sessions or, where appropriate, a structured session programme.

Appointment types, durations, fees and availability are shown on the Pricing page and/or confirmed during the booking process. The Pricing page is intended to be the main source of current fee information.

Bookings, appointment information and payments are handled through a third-party booking platform, currently Therasee, or through another agreed method. The InnerSentia Therapies website itself does not directly process card payments or store full payment card details.

Therasee and any other third-party platform may have its own terms, privacy information and processes. You should review these where relevant.

Before confirming an appointment, please check:

• the appointment type;
• whether the appointment is online or face-to-face;
• the fee;
• the date and time;
• the cancellation and rearrangement terms;
• any information requested through the booking process;
• any forms or consents that need to be completed; and
• any practical instructions for attending the appointment.

A booking is not guaranteed until it has been confirmed through the booking platform or by InnerSentia Therapies directly.

InnerSentia Therapies may need to decline, cancel or rearrange a booking where there is an error, availability issue, suitability concern, safety concern, platform issue, payment issue or another reasonable reason.

If a booking is made in error, or if the wrong appointment type is selected, please contact InnerSentia Therapies as soon as possible.

10. Free initial chat

The free initial chat is a brief, no-pressure initial conversation.

It is intended to help you:

• ask initial questions;
• briefly explain what kind of support you are looking for;
• understand whether InnerSentia Therapies may be suitable;
• ask about practical matters such as online sessions, face-to-face sessions, fees or availability; and
• decide whether you would like to book a paid appointment.

The initial chat is not:

• a therapy session;
• a full assessment;
• a diagnosis;
• medical, psychiatric or psychological advice;
• crisis support;
• emergency support;
• safeguarding intervention;
• a guarantee that ongoing work will be offered; or
• a guarantee that InnerSentia Therapies is the right service for you.

You do not need to explain everything in detail during the initial chat. The call is simply a first conversation to help decide whether a paid appointment may be appropriate.

There is no obligation to book a paid appointment after the initial chat. Equally, InnerSentia Therapies is not obliged to offer ongoing appointments if the service does not appear suitable or within scope.

If urgent, crisis, medical, psychiatric, safeguarding or specialist support appears more appropriate, InnerSentia Therapies may suggest that you contact another service instead of booking therapy.

If you cannot attend the initial chat, please cancel or rearrange it as early as possible so the appointment time can be made available to someone else.

11. Appointments and session formats

InnerSentia Therapies may offer appointments online, face-to-face, or through another agreed format.

Online sessions are available across the UK, subject to suitability, availability and professional judgement. Face-to-face sessions are available in Houghton-le-Spring, subject to availability and venue arrangements.

The format of your appointment will normally be confirmed during the booking process. Please check your booking confirmation carefully so that you know whether your appointment is online or face-to-face.

Fees are normally the same for online and face-to-face appointments unless otherwise stated on the Pricing page or confirmed during booking.

For online appointments, you are responsible for:

• attending from a private, safe and suitable space;
• using a device that allows you to take part properly;
• having a stable internet connection where possible;
• making sure you are not likely to be overheard or interrupted;
• letting InnerSentia Therapies know if you are not in a suitable or safe place to continue;
• ensuring that you are in the UK unless otherwise agreed in advance; and
• providing accurate information if asked about your current location, contact number, GP details or emergency contact details.

For face-to-face appointments, you are responsible for:

• attending the agreed location at the agreed time;
• allowing enough time for travel, parking or venue access;
• letting InnerSentia Therapies know as soon as possible if you are delayed or unable to attend;
• behaving respectfully towards the practitioner, venue staff and other people using the venue; and
• following any reasonable venue rules or safety requirements.

If you arrive late for an appointment, the session may still need to finish at the scheduled time. This is because appointment times are reserved in advance and later appointments or venue arrangements may be affected.

If you are significantly late, InnerSentia Therapies may decide that there is not enough time to proceed safely or usefully with the session. In that situation, the appointment may be treated as missed or cancelled at short notice.

InnerSentia Therapies may refuse to continue a session if it does not feel safe, appropriate, ethical or professionally suitable to do so. This may include situations involving intoxication, threatening behaviour, serious risk, unsuitable surroundings, privacy concerns, technical issues, safeguarding concerns or matters outside the scope of the service.

12. Fees and payment

Current fees are shown on the Pricing page of the InnerSentia Therapies website and may also be confirmed during the booking process.

The Pricing page is intended to be the main source of current fee information. These terms do not repeat the full price list so that prices can be kept clear and up to date in one place.

Please check the Pricing page and any booking information before confirming an appointment.

The fee payable is the fee shown or agreed at the time of booking, unless another arrangement has been agreed in writing or an obvious error needs to be corrected.

Fees may vary depending on:

• appointment type;
• appointment length;
• whether the appointment is part of a programme;
• the service being provided;
• any agreed offer, package or arrangement; and
• any future changes to InnerSentia Therapies' pricing.

Payment is normally handled through InnerSentia Therapies' third-party booking and payment platform, currently Therasee, or through another agreed payment method. The InnerSentia Therapies website itself does not directly process card payments and does not store full payment card details.

You are responsible for ensuring that payment details are accurate and that payment is made when required. If payment is not completed, InnerSentia Therapies may be unable to confirm or proceed with the appointment.

If prices change, existing confirmed bookings will normally be honoured at the price agreed at the time of booking, unless there has been an obvious error or another arrangement has been agreed with you.

InnerSentia Therapies may correct obvious pricing or booking errors. If an error affects your booking, you will be contacted as soon as reasonably possible and given the option to continue on the corrected basis or cancel the affected appointment.

13. Cancellations, rearrangements and refunds

Appointment time is reserved specifically for you. The cancellation and rearrangement policy is intended to be fair to clients while also recognising that short-notice cancellations can make it difficult to offer the appointment time to someone else.

If you need to cancel or rearrange an appointment, please contact InnerSentia Therapies as soon as possible.

Unless otherwise agreed, the following cancellation policy applies to paid appointments:

More than 48 hours before the appointment

If you contact InnerSentia Therapies more than 48 hours before your appointment, the appointment can normally be rearranged without charge.

If you no longer wish to continue, a full refund of the appointment fee can normally be given.

Within 48 hours of the appointment

If you cancel or ask to rearrange within 48 hours of the appointment, InnerSentia Therapies may retain 50% of the appointment fee.

A new appointment date and time can then be discussed, subject to availability and suitability.

Less than 24 hours before the appointment

If you cancel less than 24 hours before the scheduled appointment, the appointment fee is normally non-refundable.

You may still request a new appointment time, but this will usually require a new booking and payment unless InnerSentia Therapies agrees otherwise.

Missed appointments

If you do not attend an appointment and have not cancelled or rearranged it in advance, the appointment may be treated as missed and non-refundable.

For online appointments, this may include situations where you do not join the session, cannot be contacted, or are not in a suitable position to continue after a reasonable attempt has been made to start the session.

For face-to-face appointments, this may include situations where you do not arrive at the agreed location within a reasonable time.

Repeated short-notice cancellations

Repeated last-minute cancellations, missed appointments or short-notice rearrangements may mean that InnerSentia Therapies is no longer able to offer further appointments.

InnerSentia Therapies will try to act reasonably where unexpected circumstances arise. However, the cancellation policy may still be applied unless it would be unreasonable or unlawful to do so in the circumstances.

Where InnerSentia Therapies is able to refill the cancelled appointment slot, this may be taken into account where appropriate.

14. Consumer cancellation rights for online or distance bookings

If you book an appointment online, by email, by telephone or through another distance method, you may have certain consumer cancellation rights under UK consumer law.

These rights can be affected once you ask for a service to begin within the statutory cancellation period.

Where an appointment is due to take place within the relevant cancellation period, InnerSentia Therapies or the booking platform may ask you to confirm that you want the service to start before the end of that period.

If you request that a service starts within the cancellation period, you may be required to pay for the service provided up to the point of cancellation. If the appointment has already taken place, your right to cancel that appointment may be affected.

Nothing in these terms is intended to remove any statutory rights you may have as a consumer.

Because consumer cancellation rules can depend on the circumstances of the booking, InnerSentia Therapies will aim to deal with cancellation and refund requests fairly and in accordance with applicable law.

Where there is any conflict between these terms and mandatory consumer rights, your mandatory consumer rights will apply.

15. If InnerSentia Therapies needs to cancel or rearrange

There may be occasions where InnerSentia Therapies needs to cancel, rearrange, shorten or pause an appointment.

This may happen because of illness, emergency, venue issues, technical problems, safeguarding concerns, professional suitability concerns, circumstances beyond reasonable control, or another reason that makes it unsuitable or impossible for the appointment to go ahead as planned.

If InnerSentia Therapies needs to cancel or rearrange an appointment, as much notice as reasonably possible will be given.

Where an appointment cannot go ahead because InnerSentia Therapies cancels it, you will normally be offered either:

• a rearranged appointment; or
• a refund for the appointment that could not take place.

If an appointment has to be stopped part-way through for reasons outside your control, InnerSentia Therapies will decide, acting reasonably, whether to rearrange the remaining time, offer a partial refund, offer a full refund, or treat the appointment as complete, depending on the circumstances.

InnerSentia Therapies will not normally be responsible for other costs or losses connected with a cancelled, rearranged or shortened appointment, such as travel costs, lost income, childcare costs or other indirect losses, unless required by law.

If a face-to-face venue becomes unavailable, InnerSentia Therapies may offer an online appointment, a rearranged face-to-face appointment, or another reasonable option.

If InnerSentia Therapies has to pause or end work because the service is no longer suitable, safe or within scope, any refund or rearrangement will be considered according to the circumstances, the work already provided, and any applicable legal requirements.

16. Online sessions and technical issues

Online sessions can be convenient and effective, but they depend on technology, privacy and a suitable environment.

Before an online session, you should make reasonable efforts to ensure that:

• your device is charged or connected to power;
• your internet connection is stable;
• you can access the agreed video or communication platform;
• you are in a private and suitable space;
• you will not be interrupted where reasonably possible;
• you are not driving, travelling in an unsafe way or in a public place where confidentiality cannot be protected;
• you have any necessary login or appointment details; and
• you have told InnerSentia Therapies about any accessibility, communication or safety needs that may affect the session.

If an online session is interrupted because of technical problems, both parties will make reasonable efforts to reconnect.

If reconnection is not possible, InnerSentia Therapies will decide, acting reasonably, whether:

• the remaining time can be continued by another method;
• the session should be rearranged;
• a partial refund is appropriate;
• the session should be treated as complete; or
• another reasonable arrangement should be made.

This decision may depend on how much of the session has already taken place, whether the technical problem appears to be with your connection or with InnerSentia Therapies' systems, whether either party made reasonable efforts to reconnect, whether continuing would be clinically appropriate, and whether the issue was outside both parties' reasonable control.

If you know in advance that you may not have a suitable connection or private space, please contact InnerSentia Therapies before the appointment to discuss whether the session should be rearranged.

InnerSentia Therapies may decline to continue an online session if your environment does not appear private, safe or suitable. This may include situations where you are in a public place, someone else is present without prior agreement, you are driving, you appear intoxicated, or there are concerns about safety, privacy or suitability.

For online sessions, InnerSentia Therapies may ask you to confirm your current location, contact number, GP details or emergency contact details where this is relevant to safety, suitability or professional practice.

17. Six-session programmes and other structured blocks

InnerSentia Therapies may offer structured blocks of sessions, such as a six-session programme, where appropriate.

A programme can provide a clearer container for focused support over several sessions. It is not a guarantee of a particular outcome, cure or result.

The suitability of a programme may be discussed during or after a initial chat, Initial Assessment & Therapy Session, or another appropriate appointment.

Programme sessions should normally be used within the timeframe confirmed at booking. If a timeframe has not been confirmed, InnerSentia Therapies and the client should agree a reasonable timeframe for using the sessions, taking into account the purpose of the programme, availability, the client's circumstances and professional judgement.

Unless otherwise agreed, programme sessions are for the person who booked or was accepted for the programme. They are not transferable to another person.

If you need to cancel or rearrange an individual session within a programme, the usual cancellation and rearrangement policy will normally apply to that session.

If you decide not to continue with a programme after it has started, please contact InnerSentia Therapies as soon as possible.

Any refund for unused programme sessions will be considered according to:

• the number of sessions already used;
• any discount applied to the programme compared with booking sessions individually;
• preparation or administrative work already carried out;
• the cancellation policy;
• the reason for ending the programme;
• whether the service has become unsuitable or unsafe;
• any applicable consumer rights; and
• what would be fair and reasonable in the circumstances.

If InnerSentia Therapies considers that a programme is no longer suitable, safe, appropriate or within scope, the programme may be paused, adapted, ended or signposted elsewhere. Any refund or rearrangement will be considered according to the circumstances and any applicable legal requirements.

Programme sessions cannot be guaranteed to produce a specific result. The work is collaborative and depends on many factors, including suitability, timing, engagement, circumstances, health factors and support outside sessions.

18. Client responsibilities

Therapeutic work is collaborative. InnerSentia Therapies is responsible for providing services with reasonable care and skill, within professional boundaries and scope. You are responsible for taking part honestly, safely and appropriately.

You agree to:

• provide accurate and relevant information during enquiry, booking and sessions;
• tell InnerSentia Therapies about anything that may affect suitability, safety or the support being provided;
• attend appointments on time;
• let InnerSentia Therapies know as soon as possible if you need to cancel or rearrange;
• pay any applicable fees when required;
• take reasonable steps to ensure privacy and safety during online sessions;
• behave respectfully during all communications and appointments;
• avoid attending sessions under the influence of alcohol, recreational drugs or non-prescribed substances;
• tell InnerSentia Therapies if you are receiving relevant medical, psychiatric, psychological or other therapeutic support;
• tell InnerSentia Therapies if there are relevant risk, safeguarding, health or medication issues;
• seek medical, emergency, crisis or specialist support where needed;
• raise questions or concerns if something is unclear or does not feel right; and
• use urgent support services rather than email, booking links or therapy appointments in an emergency.

You remain responsible for your choices, actions and decisions outside sessions.

InnerSentia Therapies may offer reflection, therapeutic support, signposting, tools or suggestions, but you are responsible for deciding whether and how to use these outside the appointment.

If you choose not to provide relevant information, or if information provided is inaccurate or incomplete, InnerSentia Therapies may be unable to assess suitability properly or provide appropriate support. This may affect whether appointments can continue.

If your circumstances change during the course of the work, you should let InnerSentia Therapies know where this may affect suitability, safety or professional judgement.

19. Consent, pace and therapeutic methods

InnerSentia Therapies aims to work in a way that is collaborative, consent-based and respectful of your pace.

Sessions may include reflective conversation, practical exploration, NLP, clinical hypnotherapy, imagery, internal rehearsal, work with body signals, or other appropriate methods within the practitioner's training and competence.

Methods are chosen according to suitability, goals, consent and professional judgement. The method should serve the person and the work, not the other way round.

Before using a therapeutic technique, InnerSentia Therapies will aim to explain what is being suggested and why it may be relevant.

You are allowed to:

• ask questions;
• ask for something to be explained again;
• pause;
• slow down;
• decline a technique;
• say that something does not feel right;
• ask for a different approach where appropriate; or
• stop the session if needed.

Clinical hypnotherapy is not about losing control. You remain an active participant. It is not something done to you without your understanding or consent.

NLP and hypnotherapy techniques may not be suitable for everyone or every issue. InnerSentia Therapies may choose not to use a technique where it does not appear appropriate, safe or within scope.

Therapeutic work can sometimes bring up emotions, memories, body sensations, uncertainty or discomfort. This does not necessarily mean that something has gone wrong, but it is important that the work remains within a pace and approach that is appropriate for you.

You should let InnerSentia Therapies know if you feel overwhelmed, unsafe, confused, uncomfortable or unsure about any part of the work.

InnerSentia Therapies does not guarantee a specific outcome, cure, result, timescale or number of sessions. Any estimated number of sessions or suggested programme is only a professional judgement based on available information at the time.

20. Contact between sessions and communications

Email, booking messages and other written communications are intended mainly for practical matters.

This may include:

• arranging appointments;
• cancelling or rearranging appointments;
• asking brief practical questions;
• confirming fees or booking details;
• dealing with payment or platform issues;
• providing information requested as part of the booking process; or
• sharing brief information relevant to an upcoming appointment.

Email and booking messages are not a substitute for therapy sessions. InnerSentia Therapies does not provide ongoing therapy, crisis support, emergency support or detailed therapeutic advice by email or booking message.

Messages are not monitored continuously and InnerSentia Therapies may not be able to respond immediately.

Please avoid sending lengthy, highly sensitive, medical, crisis or emergency information by ordinary email unless it has been specifically requested or agreed. Where detailed personal information is needed, InnerSentia Therapies may direct you to a more appropriate form, platform or appointment discussion.

If you send information by email, you understand that email may not be as secure as a dedicated client or booking platform.

InnerSentia Therapies will aim to respond to appropriate messages within a reasonable time, but response times are not guaranteed.

InnerSentia Therapies may choose not to respond to messages that are abusive, threatening, discriminatory, sexually inappropriate, harassing, spam, promotional, excessive, misleading or outside the scope of the service.

If you need urgent help, crisis support or emergency assistance, do not wait for an email or booking reply. Please use the urgent support routes listed in these terms.

21. Recording, screenshots and sharing session content

Sessions are private and confidential.

You must not audio-record, video-record, photograph, screenshot, livestream, transcribe using automated tools, or share any part of a session without prior agreement from InnerSentia Therapies.

This applies to:

• online sessions;
• face-to-face sessions;
• initial chats;
• therapy sessions;
• programme sessions;
• written materials;
• video, audio or chat content;
• any therapeutic exercise or technique used during a session; and
• any private communication connected with the therapeutic work.

InnerSentia Therapies will not record sessions without your prior knowledge and agreement, unless there is a clear legal or safeguarding reason to do so. If recording is ever considered useful for a specific reason, this must be discussed and agreed in advance.

You must not share session links, booking links intended only for you, confidential communications, session materials or therapeutic resources with another person unless InnerSentia Therapies has agreed.

You must not post or publish private session content, screenshots, recordings, messages or therapeutic materials on social media, websites, forums, review platforms or any other public or private platform.

This clause is intended to protect confidentiality, professional boundaries, intellectual property, therapeutic safety and the privacy of both you and InnerSentia Therapies.

22. Confidentiality

InnerSentia Therapies aims to treat client information with care and confidentiality.

Information you share during enquiry, booking, initial chats, sessions or related communication will be handled in accordance with professional boundaries, data protection requirements and the InnerSentia Therapies Privacy Policy.

Confidentiality is important, but it is not absolute.

InnerSentia Therapies may need to share information where there is a legal, safeguarding, professional or ethical reason to do so. This may include situations where:

• there is a serious risk of harm to you;
• there is a serious risk of harm to another person;
• a child or vulnerable adult may be at risk;
• disclosure is required by law;
• disclosure is required by a court order;
• there is a terrorism, money-laundering or serious crime concern;
• disclosure is needed to protect life, safety or serious wellbeing;
• disclosure is needed for insurance, legal or professional advice; or
• disclosure is required by professional or ethical obligations.

Where possible and appropriate, InnerSentia Therapies will usually try to discuss concerns with you before sharing information. However, this may not always be possible, especially where there is urgency, serious risk, safeguarding concern or a legal obligation.

InnerSentia Therapies may also discuss anonymised or limited information in professional supervision, reflective practice or professional support, where this is appropriate for maintaining safe, ethical and effective practice. In those circumstances, identifying details will be limited as far as reasonably possible.

Confidentiality also depends on your environment. For online sessions, you are responsible for choosing a private space where you are not likely to be overheard or interrupted. If your environment does not appear private or suitable, InnerSentia Therapies may pause, rearrange or end the session.

23. Privacy, personal data and cookies

Using the website, sending an email, booking an appointment or attending a session may involve the processing of personal data.

This may include information such as:

• your name;
• contact details;
• appointment information;
• booking information;
• payment status information;
• information you provide during enquiry or booking;
• information relevant to suitability and safety;
• client notes or records;
• communications with InnerSentia Therapies;
• technical information such as IP address, device information, browser information, cookies or similar identifiers; and
• other information you choose to provide.

Some information you provide may be sensitive, including information about health, mental health, emotional wellbeing, personal circumstances or support needs.

The InnerSentia Therapies Privacy Policy explains how personal data is collected, used, stored and protected. The Cookie Policy explains how cookies and similar technologies may be used on the website. These terms do not replace the Privacy Policy or Cookie Policy. They should be read alongside them.

The InnerSentia Therapies website itself does not directly process card payments or store full payment card details. Bookings, client information, appointment reminders, payment processing and related records may be handled through InnerSentia Therapies' third-party booking platform, currently Therasee, or another agreed system.

Third-party platforms may process personal data under their own terms and privacy information. You should review those documents where relevant.

You should avoid sending detailed sensitive, medical, crisis or emergency information by ordinary email unless this has been specifically requested or agreed.

24. Third-party platforms, links and services

The website may include links to third-party websites, platforms or services.

These may include:

• the booking platform, currently Therasee;
• payment providers;
• video call or online session platforms;
• email providers;
• professional body websites;
• urgent support resources;
• NHS or emergency support information;
• external articles, tools or information resources; and
• other third-party websites or services.

Third-party platforms and websites are not controlled by InnerSentia Therapies.

InnerSentia Therapies is not responsible for:

• the content of third-party websites;
• the availability of third-party platforms;
• third-party technical problems;
• third-party booking or payment processing errors;
• third-party privacy practices;
• third-party terms and conditions;
• changes made by third-party providers;
• loss of access to a third-party platform; or
• anything you choose to do on a third-party website or platform.

Where you use a third-party website, platform or service, you may be subject to that provider's own terms, privacy policy, cookie policy and processes.

InnerSentia Therapies will take reasonable care when choosing systems used for bookings, payments and communication, but cannot guarantee that third-party services will always be uninterrupted, error-free or available.

If there is a problem with a third-party booking or payment system, please contact InnerSentia Therapies as soon as possible so that the issue can be looked into where appropriate.

25. Intellectual property and use of materials

The website, branding, text, images, design, layout, resources, written materials, therapeutic materials and other content provided by InnerSentia Therapies belong to InnerSentia Therapies or its licensors unless otherwise stated.

You may view the website and use its content for your own personal, non-commercial information.

You must not, without written permission from InnerSentia Therapies:

• copy substantial parts of the website;
• reproduce website content;
• adapt or rewrite content for commercial use;
• republish content elsewhere;
• use the InnerSentia Therapies name, logo, branding or design;
• use website copy to create competing materials;
• sell or distribute InnerSentia Therapies materials;
• upload InnerSentia Therapies materials to another website, platform or AI tool for commercial reuse;
• remove copyright, branding or attribution notices; or
• use therapeutic resources, exercises or materials outside the purpose for which they were provided.

Where InnerSentia Therapies provides a resource, exercise, written note or therapeutic material for your personal use, this is for your own private use only unless otherwise agreed.

You must not share, publish, sell, teach, reproduce, adapt or commercially exploit those materials without permission.

Nothing in these terms transfers ownership of any intellectual property rights to you.

26. Website availability, accuracy and changes

InnerSentia Therapies takes reasonable care to keep the website accurate, clear and available.

However, the website may not always be available, uninterrupted, secure or error-free. Access may be affected by maintenance, updates, hosting issues, security issues, technical problems, internet disruption or circumstances beyond reasonable control.

InnerSentia Therapies may update, change, suspend, remove or replace website content at any time.

This may include changes to:

• service descriptions;
• appointment types;
• fees;
• availability;
• booking routes;
• policies;
• terms;
• privacy information;
• contact details;
• professional information;
• page content; or
• links to third-party platforms.

While reasonable care is taken with website content, InnerSentia Therapies does not guarantee that every piece of information on the website will always be complete, current or free from error.

If there is an obvious error in service information, booking information, pricing, appointment details or availability, InnerSentia Therapies may correct it. If an error affects a booking you have made, InnerSentia Therapies will contact you as soon as reasonably possible and, where appropriate, give you the option to continue on the corrected basis or cancel the affected appointment.

Confirmed bookings will normally be honoured according to the information agreed at the time of booking, unless there has been an obvious error, a change required by law, a safety or suitability issue, or another reasonable reason why this is not possible.

27. No guarantee of outcome

InnerSentia Therapies aims to provide thoughtful, professional and supportive therapeutic wellbeing services within the practitioner's training, competence and scope.

However, therapeutic work cannot guarantee a specific outcome.

InnerSentia Therapies does not promise that:

• a particular issue will be fully resolved;
• anxiety, stress, overwhelm, self-doubt or emotional discomfort will be removed;
• a certain number of sessions will be enough;
• a programme will produce a particular result;
• hypnotherapy, NLP or any other method will work in a specific way for you;
• progress will happen within a particular timeframe;
• change will feel easy, linear or immediate; or
• the service will be suitable for every person or every issue.

Any examples, descriptions, website wording, session suggestions or programme aims are general information only. They are not promises or guarantees.

The effect of therapeutic work can vary from person to person. Progress may depend on many factors, including your circumstances, goals, readiness, engagement, health, support network, external pressures, complexity of the issue and whether another form of support is also needed.

InnerSentia Therapies may suggest tools, reflections, exercises or ways of working, but you remain responsible for choices and actions you take outside sessions.

28. Limitation of liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

Nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory consumer rights where those rights cannot legally be excluded or limited; or
• any other liability that cannot legally be excluded or limited.

InnerSentia Therapies is responsible for providing services with reasonable care and skill.

Subject to the above, InnerSentia Therapies will not be responsible for loss or damage caused by:

• your misuse of the website;
• your reliance on website information as a substitute for medical, psychiatric, psychological, emergency or specialist advice;
• inaccurate, incomplete or misleading information provided by you;
• your failure to seek urgent, medical, crisis or specialist support where needed;
• your failure to attend, prepare for or participate appropriately in an appointment;
• technical issues with your device, internet connection or environment;
• third-party platform issues outside InnerSentia Therapies' reasonable control;
• unauthorised recording, sharing or misuse of session content by you;
• circumstances outside InnerSentia Therapies' reasonable control;
• decisions you make outside sessions; or
• indirect, consequential or purely financial losses that were not reasonably foreseeable.

InnerSentia Therapies is not responsible for business losses. The services are provided for personal therapeutic wellbeing support and are not intended for business, commercial, employment, forensic or legal purposes.

This clause does not affect any legal rights you may have as a consumer.

If a problem arises, InnerSentia Therapies will aim to respond reasonably and proportionately, taking into account the circumstances, the nature of the service, the work already provided, and any applicable legal obligations.

29. Events outside reasonable control

InnerSentia Therapies will not be responsible for failure or delay in performing obligations where this is caused by events outside reasonable control.

This may include:

• illness;
• emergency;
• accident;
• bereavement;
• venue closure or venue access issues;
• power failure;
• internet or telecommunications failure;
• failure of a third-party booking, payment or video platform;
• extreme weather;
• travel disruption;
• public health restrictions;
• fire, flood or other damage;
• legal or regulatory change;
• security issues;
• safeguarding issues requiring urgent attention; or
• any other event that could not reasonably have been prevented.

Where an event outside reasonable control affects an appointment, InnerSentia Therapies will aim to contact you as soon as reasonably possible and discuss a suitable next step.

This may include rearranging the appointment, offering an online alternative, offering a refund for an appointment that cannot take place, or pausing the work until it is possible to continue.

30. Complaints and concerns

If you are unhappy with any part of the service, you are encouraged to raise the concern with InnerSentia Therapies where it feels safe and appropriate to do so.

Concerns can be raised by email at info@innersentia.co.uk. Please include enough information to explain what has happened and what you would like to be considered.

InnerSentia Therapies will aim to respond within a reasonable time. Some concerns may take longer to consider, especially where records need to be reviewed, professional advice is needed, or the matter is complex.

Raising a concern will not automatically affect your right to continue receiving support. However, in some situations it may be appropriate to pause, review or end the work if continuing would not be suitable, safe or professionally appropriate.

If a concern relates to professional conduct, you may also have the option to contact a relevant professional organisation, depending on the nature of the concern and the memberships or registrations held at the time.

These terms do not prevent you from using any legal rights, consumer rights, professional complaints routes or other appropriate routes available to you.

InnerSentia Therapies aims to deal with concerns respectfully, fairly and proportionately.

31. Reviews, testimonials and feedback

You may choose to provide feedback, a review or testimonial about your experience with InnerSentia Therapies.

You are under no obligation to provide a review or testimonial.

If you provide a review or testimonial directly to InnerSentia Therapies, you may be asked whether you consent to it being used publicly, for example on the website or in marketing materials.

InnerSentia Therapies will not publish private therapy details without your consent.

If a testimonial is used publicly, identifying details may be removed or reduced unless you have specifically agreed otherwise.

You should avoid including sensitive personal, medical, crisis or third-party information in public reviews.

If you post a review on a third-party platform, that platform's own terms and privacy settings may apply.

InnerSentia Therapies may use general, anonymised feedback to improve the service, website or client experience.

32. Ending the therapeutic work

You may choose to stop attending sessions at any time.

If you wish to end the work, you are encouraged to let InnerSentia Therapies know, especially if you have future appointments booked or are part-way through a programme.

Any cancellation, refund or programme arrangements will be considered in line with these terms, the cancellation policy, any programme terms, the work already provided and applicable consumer rights.

InnerSentia Therapies may also decide to end, pause or decline further work where continuing would not be suitable, safe, ethical, professionally appropriate or within scope.

This may include situations where:

• another form of support appears more appropriate;
• there is a significant risk or safeguarding concern;
• the work is outside the practitioner's competence or insurance;
• appointments are repeatedly missed or cancelled at short notice;
• payment is not made when required;
• communication becomes abusive, threatening, discriminatory, sexually inappropriate or unsafe;
• professional boundaries cannot be maintained;
• the therapeutic relationship no longer appears helpful or workable; or
• InnerSentia Therapies is no longer able to provide the service.

Where appropriate, InnerSentia Therapies may suggest signposting to another service or professional.

Ending the therapeutic work does not affect any rights or obligations that are intended to continue, including confidentiality, privacy, intellectual property, payment obligations, cancellation terms and limitations of liability.

33. Governing law and disputes

These terms are governed by the laws of England and Wales.

Where possible, you and InnerSentia Therapies agree to try to resolve concerns informally first.

If a dispute cannot be resolved informally, the courts of England and Wales will have jurisdiction, subject to any consumer rights that may allow you to bring a claim in another UK jurisdiction where applicable.

Nothing in these terms prevents you from using any legal rights, consumer rights or professional complaints routes available to you.

34. Changes to these terms

InnerSentia Therapies may update these terms from time to time. The latest version will be posted on the website with a "last updated" date.

Changes may be made to reflect:

• changes to services;
• changes to booking arrangements;
• changes to third-party platforms;
• changes to prices or appointment types;
• changes to legal or regulatory requirements;
• changes to professional practice;
• clarification of wording;
• correction of errors; or
• other operational changes.

The terms that apply to a booking will normally be the terms in place at the time the booking was made, unless:

• a change is required by law;
• a change is needed for safety, safeguarding or professional reasons;
• a correction is needed because of an obvious error;
• the change benefits you; or
• you and InnerSentia Therapies agree otherwise.

If a significant change affects an existing booking, InnerSentia Therapies will aim to let you know where reasonably possible.

You should check these terms from time to time if you continue using the website or booking services.

35. Contact details

If you have any questions about these terms, the website, bookings or the services offered by InnerSentia Therapies, you can contact: