Before therapy begins, you and your therapist will agree how you will work together. This includes the support you are seeking, session arrangements, fees, cancellation terms and confidentiality.
You will have the opportunity to ask questions and discuss anything you are unsure about.
Your privacy is important to us. Information you share during therapy is treated as confidential and handled in accordance with applicable data protection requirements and our Privacy Policy.
There are limited circumstances in which information may need to be shared, including where required by law or where disclosure is legally and ethically justified to protect you or someone else from serious harm.
Where it is safe, appropriate and legally permitted, your therapist will discuss this with you before sharing information. In urgent situations, or where advance discussion could increase risk or is prohibited by law, this may not be possible. Any disclosure will be limited to relevant and necessary information.
Your therapist will explain the confidentiality arrangements and their limits before your sessions begin.
Therapists may discuss aspects of their work with a professional supervisor to support safe, ethical and effective practice.
Identifying details will be removed wherever possible, and supervisors are expected to maintain confidentiality. Your therapist can explain how supervision applies to your work together.
We welcome feedback and take concerns about your experience seriously.
If you feel comfortable doing so, you can raise a concern directly with your therapist. You can also contact Lavender Therapy without discussing it with your therapist first.
Please email support@lavendertherapy.co.uk, explaining your concern and how you would prefer us to contact you.
We will acknowledge your complaint, explain the next steps and provide an expected response timeframe. We will handle your concern respectfully and fairly, sharing information only where necessary to investigate and respond.
If your concern relates to an independent therapist, we will explain their role in responding and provide details of any relevant professional-body complaints process.
Raising a concern will not disadvantage you or affect your right to seek further advice or pursue other available remedies.
If you need to cancel or rearrange your session, please give us at least 24 hours’ notice.
With at least 24 hours’ notice, you can reschedule without charge or receive a refund of any session fee already paid.
If you cancel with less than 24 hours’ notice, or do not attend your appointment, the full session fee will normally apply. Exceptional circumstances may be considered individually.
To cancel or rearrange, contact your therapist or email support@lavendertherapy.co.uk.
If your therapist needs to cancel, you can choose to reschedule or receive a refund for the cancelled session.
This policy does not affect your statutory rights.
Lavender Therapy normally collects payment for your first session and helps arrange your appointment with your chosen therapist.
For subsequent sessions, your therapist may collect payment directly through their Stripe payment system. Lavender Therapy receives a commission from the therapist under our business arrangement.
The total session price and payment arrangements will be explained before you pay. Any commission payable to Lavender Therapy is included in the stated session price, rather than charged as an additional fee.
Your booking information will identify your therapist, who is collecting payment and the terms applicable to your appointment. Your therapist will also explain the agreement governing your therapeutic work together.
If you have a payment query or need to request a refund, contact the organisation or therapist who collected your payment. If you are unsure, email support@lavendertherapy.co.uk and we will help direct your enquiry.
Any refund due will be arranged by the relevant payment recipient in accordance with the applicable cancellation policy and your statutory rights.
Lavender Therapy
Head Office: 32 Church Street, Ruddington, Nottingham, NG11 6HD, UK
The information on this website is provided for general guidance and is not a substitute for professional medical advice, diagnosis, or treatment. If you are experiencing a medical or mental health emergency, please seek immediate help from a qualified professional or call emergency services.
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