Integrative Healthcare Solutions Limited
Terms and Conditions of Services
WARNING
THIS IS NOT AN EMERGENCY SERVICE OR HELPLINE
If you are in acute distress or if there is an emergency or risk of harm to you or to others, please contact your GP or local A&E / Emergency department.
1. Who we are
1.1. We are Integrative Healthcare Solutions Limited (“IHS”), a company registered in England and Wales, company number 13055621, registered address at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
1.2. IHS can be contacted at email innovate@ihs.org.uk or +44 20 8434 7745.
2. Our Services
2.1. IHS provides integrated holistic therapies that combine multidisciplinary techniques that aim to improve the wellbeing of individuals and organisations and IHS specialises in addressing acute and complex traumatic stress (“Services”).
2.2. The Services are intended to embrace and promote trauma-responsive, gender-informed, culturally sensitive community engagement.
2.3. The Services are bespoke and holistic, created from a repertoire of expertise in both evidence-based therapeutic and psychoeducational approaches as well as alternative wellness practices. A collaborative and interdisciplinary approach is taken with the Client to address the needs or desires the Client expressed as best as possible and aid in supporting the Client’s overall mental, emotional, physical, and spiritual wellbeing.
2.4. IHS endeavours its best commercial efforts to provide the highest standard of care possible. IHS provides the Services in accordance with the BACP Ethical Framework for the Counselling Professions.
2.5. The Services are provided during one-to-one sessions of 60 or 90 minutes each (“Sessions”). Unless otherwise agreed, the Sessions will be held online.
2.6. The Clients must be at least 18 years old to engage IHS in providing Services. IHS can only provide Services to minors with the engagement and written consent of the primary legal caretaker or guardian.
3. Our contract with you
3.1. When a Client contacts IHS to engage it to provide the Services, the Client and IHS will agree to an initial interview with one of IHS’ therapists to discuss the Client’s needs and how the Services may help the Client (“Initial Interview”).
3.2. The Initial Interview will take around 60 minutes and will be free of charge.
3.3. At the end of the Initial Interview, IHS will propose a plan under which IHS offers to provide the Services to the Client (“Plan”).
3.4. If the Client agrees with the Plan, the Client shall return it signed to IHS. When IHS receives the signed Plan, a contract will be formed between the Client and IHS for the supply of the Services in accordance with the Plan and these terms and conditions.
3.5. For the avoidance of doubt, these terms and conditions and the Plan are part of the contract between the Client and IHS for the supply of the Services.
4. Bookings and Cancellations
4.1. The Plan will set out the dates and times of the Sessions. The Sessions included in the Plan shall be deemed booked for the dates and times set out in the Plan.
4.2. At least 4 hours before the beginning of each Session, IHS will send the Client the link for that Session via email.
4.3. The therapist that will conduct the Sessions with the Client will be the therapist with whom the Client had the Initial Interview. His/her name is set out in the Plan.
4.4. If the Client cancels a booked Session within the period set out in the Plan (“Rescheduling Period”) or if IHS cancels a booked Session at any time, both parties shall reschedule the Session to a mutually agreed date and time. If it is not possible to arrange the Session on or before 60 days after the date of the last booked Session, the Client shall be entitled to a refund of the price paid for the Session.
4.5. If the Client cancels a booked Session outside the Rescheduling Period, the Session will be cancelled and the Client will not be entitled to a refund. If IHS collects information about the Client’s payment method before the Services are provided, IHS may automatically charge such payment method for a Session cancelled under this clause 4.5.
4.6. Either IHS or the Client may terminate the engagement for the supply of the Services by giving to the other at least 30 days written notice. Any Session booked within this notice period will be confirmed and any Session booked for a date after the expiry of this notice period will be cancelled. The Client will be entitled to a refund for these Sessions that would take place after the expiry of this notice period.
4.7. IHS may terminate the engagement for the supply of the Services with immediate effects at any point if IHS has reasons to believe that the Services included in the Plan are not suitable for the Client considering the circumstances of the Client’s case. If this happens, IHS will inform the Client that IHS will suspend or cancel the booked Sessions and refund the Client for the Sessions that are cancelled.
4.8. If IHS understands that the Services are not suitable for the Client because the Client is suffering a mental health crisis, IHS may also refer the Client to appropriate professionals.
5. Additional Sessions
5.1. If IHS notices in the course of the Sessions included in the Plan that the Client may benefit from additional Sessions, IHS will inform the Client of this. If the Client agrees to book such additional Sessions, the Plan will be amended to include such additional Sessions.
5.2. If the Client notices in the course of the Sessions included in the Plan that the Client wants to book additional Sessions, the Client will inform IHS of this. If IHS agrees that these additional sessions would be beneficial to the Client, the Plan will be amended to include such additional Sessions. If IHS does not agree, IHS will explain the reasons to the Client and IHS will not be obliged to provide any such additional Sessions.
6. Price and Payment
6.1. The price of each Session (“Price per Session”) and the aggregate price of all Sessions included in the Plan are set out in the Plan (“Total Price”).
6.2. The Price per Session shall also apply to any additional Sessions added to the Plan in accordance with clause 5.
6.3. The Price per Session and the Total Price shall be paid in accordance with the payment terms set out in the Plan (“Payment Terms”) and subject to the cancellation policies stated in clause 4.
7. Information provided by the Client
7.1. The Client must ensure that the details the Client provides to IHS during the Initial Interview and the Sessions are true, accurate, complete, and up to date.
7.2. The Client must inform IHS if there is any change in any information the Client provided to IHS.
7.3. The Client acknowledges that IHS will rely on the information the Client provides IHS to supply the Services. Therefore, IHS will not be liable for any problem or miscommunication that may relate to misleading, inaccurate, incomplete, or out-of-date information provided by the Client.
8. Conduct during a Session
8.1. When joining a Session, the Client shall ensure that he/she is in a quiet, private place with a stable internet connection so that we can maintain confidentiality and work without interruptions. Please also have materials on-hand for note taking.
8.2. If either party is running late to a booked Session, this will be communicated as soon as possible via email. Subject to clauses 8.3. and 8.4, the Session will end 60 minutes after the scheduled start time unless another arrangement is made with the therapist.
8.3. If the Client does not attend within the first 15 minutes of the scheduled start time without prior arrangement, the Session will be considered cancelled by the Client and the Client will not be entitled to a refund.
8.4. If IHS does not attend within the first 15 minutes of the scheduled start time without prior arrangement, the Session will be considered cancelled by IHS and the Client will be entitled to reschedule the session in accordance with clause 4.4.
8.5. In order to provide visual feedback, the Client must keep the camera on during the video call, as well as ensure that the Client can be heard with good sound quality. This allows IHS to provide optimal Services and to ensure the Client’s safety during the session.
8.6. IHS reserves the right to stop the session at any time if IHS considers that the Client is exhibiting inappropriate or ethically questionable behaviour.
9. Limitation of liability
9.1. The Services are not intended to be a substitute for legal, financial, professional medical, psychological, or mental health advice, diagnosis, or treatment. Reliance on the Services is solely at the Client’s own risk.
9.2. Although the Services are intended to support the Client’s personal and/or professional growth to yield positive outcomes, IHS does not promise improvement in any area of the Client’s life.
9.3. The Client may initially experience an increase in discomfort emotionally or physically in response to the new internal landscape being created through engaging in the therapeutic processes that are part of the Services. The Client shall tell IHS if the Client experiences any such discomfort so that IHS and the Client can agree on the best course of action.
9.4. Notwithstanding clause 9.3, IHS is not responsible for any health-related issues that arise for the Client during or after the Services.
9.5. Although the Services are designed to improve the Client’s wellbeing, emotional health, and the Client’s quality of life, IHS does not warrant nor guarantee any results.
9.6. In particular, IHS does not warrant nor guarantee:
9.6.1. any kind of success in the Client’s personal or professional life;
9.6.2. achievement of any specific goals or targets;
9.6.3. increase of income and finances levels;
9.6.4. the Client’s wellbeing;
9.6.5. the wellbeing of the Client’s clients, friends or family; or,
9.6.6. the achievement of any expectation the Client may have in relation to the Services and their outcomes.
9.7. To the extent permitted by law, IHS’ liability to the Client (in contract, in tort or otherwise) will be limited to the price paid for the Services and IHS will not be liable for:
9.7.1. any indirect, punitive, special or consequential damages or losses;
9.7.2. any damage or loss related to any item that IHS does not warrant nor guarantee in accordance with clause 14.3;
9.7.3. loss of profits or anticipated savings;
9.7.4. business interruption;
9.7.5. loss of income; or,
9.7.6. loss of opportunities.
10. Technical problems during a session
10.1. IHS understands that technical issues are sometimes unavoidable when working with technology.
10.2. If the Client cannot connect to a booked Session and the Client notifies us via email as soon as possible after the start of the session, this will be considered a cancellation within the Rescheduling Period and clause 4.4 of these terms and conditions will apply with regards to the Client’s refund.
10.3. If during a session there is a technical failure and the Session is interrupted, IHS and the Client shall endeavour their best efforts to fix the problem.
10.4. If it takes less than 15 minutes to fix the problem, IHS and the Client will continue with the Session until the end of the time allocated to it.
10.5. If it takes more than 15 minutes to fix the problem and less than half of the session has been completed, IHS and the Client will reschedule a new Session for the time left.
10.6. If it takes more than 15 minutes to fix the problem and more than half of the Session has been completed, the Session will be deemed completed.
11. Other changes and amendments
11.1. IHS may make changes to these terms and conditions. If IHS does so IHS will notify the Client and the Client may then contact IHS to end the contract before the changes take effect to receive a refund for any Services paid for but which have not been delivered.
12. Reports & records
12.1. The Services do not include written reports. As the Services are not regulated services, IHS is not required to provide reports and IHS keeps the minimum information necessary for IHS to provide the Services.
12.2. Nevertheless, IHS may be required to share their records if IHS is ordered to do so by a court order.
13. Communications
13.1. All communications IHS may need to send to the Client will be delivered via email, except for the Sessions which will be delivered via video conference call.
13.2. IHS does not send messages or engage in communications via social media or messaging applications.
13.3. If the Client has any questions about these terms and conditions, the Services, or whether they are appropriate for the Client, please contact IHS via email.
14. Confidentiality
14.1. Subject to clause 14.3 and unless otherwise authorised by the Client, at all times IHS will keep confidential any information the Client provides IHS as well as details about what is discussed and worked on in the Sessions.
14.2. If the Client is a minor, subject to clause 14.3 and working within the BACP Ethical framework for Safeguarding Children and Young People, information about the Client will not be disclosed to parents or guardians without the Client’s consent.
14.3. The Client’s personal data per se is not necessarily confidential information and will be processed in accordance with the Data Protection Act 2018 and the (Retained EU Legislation) Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (the “UK GDPR”).
14.4. IHS may disclose information the Client provides IHS if IHS is required to do so:
14.4.1. by law or by a court of law or competent governmental or regulatory authorities; 14.4.2. under clause 12.2;
14.4.3. to protect the Client’s health;
14.4.4. to protect the health of others.
15. Data Protection
15.1. IHS will only use personal information for the purposes of providing the Services in accordance with the UK GDPR.
16. Third party rights
16.1. These Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the contract between IHS and the Client for the supply of the Services.
17. Severance
17.1. If any provision or part-provision of these Terms is or becomes invalid, illegal, or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these Terms.
18. Governing law and Jurisdiction
18.1. These terms and conditions, the contract between IHS and the Client for the supply of the Services and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.
18.2. IHS and the Client irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.