Service Agreement (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 Website

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.

Payment Arrangements

The initial consultation is charged at a fixed rate of £70 at the time of booking the session. It might be that the therapist will recommend a second consultation and this again will be charged at the time of booking it.

The fee for the ongoing sessions will be decided in the initial consultation and will range between £70 and £180. During the first calendar month therapy commences, you will be required to pay for each weekly session in advance of the appointment. From the following full calendar month onwards you will be invoiced in advance for the full month’s fees which are due to be paid by the 1st of every month.

If for financial reasons you prefer to pay weekly in advance 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.

Cancellations and Missed appointment

Because your therapy is a regular weekly session which is reserved just for you, we have to charge if you miss or cancel a booked session. If the therapist has to cancel a paid-for session then you will be offered either a refund or amended invoice for the month after. The therapist will give advance notice of any upcoming breaks or holidays that they are taking, and you will not be invoiced for those dates.

Technical Problems

Should either party experience technical difficulties, we both endeavour to email straight away and/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 received.

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 to 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

  • 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.

If Tavistock Relationships is able to offer ongoing therapy you will receive confirmation of this shortly after your first online session. 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 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


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