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Terms & Conditions

Clients accessing any of Upp Therapy services enter into the following contract. 




All our practitioners will strive to support your growth and give you the best service they can. There are never any guarantees with counselling/psychotherapy/coaching and so (like every reputable company) we are not able to guarantee a specific outcome.


Our therapists, counsellors and coaches are not employees of Upp Therapy Ltd – we act as an intermediary introductory service.





Standard appointments are 50 minutes long.

Frequency of appointments can be weekly, twice weekly, fortnightly, or whatever frequency suits you and your therapist. Frequency is flexible and can be changed over time.

Appointments will take place at a pre-agreed date and time, and via an agreed method.

In the event of technical difficulties that disrupt the session, the appointment will be conducted via telephone with the client phoning the Counsellor/Psychotherapist in the first instance, unless agreed otherwise.

If the client does not ‘turn up’ or is late, the therapist will be available for the remainder of the appointment and the client is welcome to begin the appointment late – the appointment will end at the original agreed time. The appointment will be charged as normal.

Our therapists will always endeavour to be on time.

Therapists will:

  • Understand the importance of confidentiality and ensure they have a private, confidential room where they cannot be overheard, and would only be interrupted in an emergency.
  • Understand the importance of data protection:
  • Use technology that has been approved by our insurance providers.
  • Never record the appointments.
  • Use devices which are password-protected.
  • Maintain up-to-date virus protection and spyware.
  • Request the client’s: name, location (address) during appointment, phone number and GP details. This is to ensure the Counsellor/Psychotherapist is able to provide support needed in an emergency.

We request that Clients:

  • Ensure they have a private, confidential room where they cannot be overheard, and would only be interrupted in an emergency. This includes answering the doorbell and phone calls.
  • Use technology they trust to be secure.
  • Consider what they will do for the few minutes after the appointment has ended. It can be helpful to set aside some time to reflect and relax, before going about ‘normal business’.


Contact between Sessions


Please note that Upp Therapy is not a crisis service and does not have the capacity to offer emergency support. If you feel that you are at risk of harming yourself, we hope that the following organisations will be able to help you immediately.

  • Breathing Space – 0800 83 85 87
  • The Samaritans – 116 123
  • NHS 24 – 111
  • Your GP

If you ‘bump into’ your therapist outside of your appointments, you have a choice of what to do. You can choose to acknowledge or ignore them, and they will follow your lead. If you choose to acknowledge them, you can smile, wave or say hello, and they will return the gesture so long as they feel it is appropriate. It is not appropriate to get into conversation, and your therapist will not instigate this or ask you how you are.




Normally the ending of the therapeutic relationship is by mutual agreement with your therapist, but you are free to end your relationship at any time.

On rare occasions your therapist may end the relationship if they believe that you are not benefiting from the service, they believe that they do not possess the skill-set to work with you, or, they leave the company. We strive to allocate you to a therapist who does have the skill-set to work with you, however, if new issues are disclosed during therapy, this can on occasion result in this particular challenge. Where possible, clients will be offered the option of an alternative therapist if their existing practitioner leaves the company.

On occasion, the availability of your therapist may change, and this may affect your regular session day/time. We will do our upmost best to find an alternate day/time with the same practitioner to suit you. We will strive to give you a minimum of 6 weeks’ notice where possible.

If at any time a client was to be abusive, or violate the terms of the client agreement, their therapist has the right to immediately end the session and cancel all future arranged sessions.




Your Counsellor/Psychotherapist/Coach will endeavour to give you as much notice as possible when they need to cancel your planned appointment. If they need to cancel due to illness, another trusted professional may contact you in their place.

Should you need to cancel your appointment please do so via the website as soon as possible. We do not accept cancellations less than 24 hours before the appointment, and these will continue to be billed as normal.


Ethical framework


All therapists adhere to the ethical guidelines of the British Association for Behavioural and Cognitive Psychotherapies (BABCP), the British Association for Counselling and Psychotherapy (BACP), Counselling & Psychotherapy in Scotland (COSCA), or, The British Association of Art Therapists (BAAT).




All therapists hold indemnity insurance and public liability insurance.


Changing Practitioner


It is often possible to change to work with another therapist. If you would like to discuss this, or have any other questions please contact xxx


Social Networking


Upp therapists are not permitted to communicate with clients via social networking. This is to protect the therapeutic nature of the relationship.


Privacy Policy & Terms and Conditions


To view our Privacy Policy please click here to follow the link.



Jurisdiction and Governing Law


These terms & conditions and all disputes, whether contractual or otherwise, arising out of or in connection with them are governed by and shall be construed in accordance with the laws of England and Wales and each party submits to the exclusive jurisdiction of the English courts.

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