Effective date:30/08/2026 |  Version 1.0  |  Website:www.rachael-emma.co.uk

THIS WEBSITE IS NOT AN EMERGENCY SERVICE

If you or someone else is in immediate danger, call 999 or go to A&E. If you need urgent mental health help in England, use NHS 111 online or call 111 and select the mental health option. Samaritans can be contacted free on 116 123. If you are outside England, use the emergency or crisis service for your location.

Please read these Terms before using this website or creating an account. They explain the rules for using the website, its account and enquiry functions, and the general information published on it. The wording is intended to be clear and fair. Nothing in these Terms removes rights you have under law.

Rachael-Emma Counselling is the trading name of [insert full legal name], a [sole trader / limited company / partnership] established in England (referred to as 'Rachael-Emma Counselling', 'we', 'us' or 'our').

Website:

www.rachael-emma.co.uk

Geographic business address:

Suite 7 Swan Park Business Park, Kettlebrook Road B77 1AG

Contact:

Email: Rachael@rachael-emma.co.uk  |  Telephone: 07767806580

Company information: Rachael Emma Counselling.

BACP MBACP 01011244

Professional insurance: Newline Syndicate 1218 at Lloyd’s (NWL 1218)

These Terms apply to visiting and using the website, creating or managing a website account, and using an online enquiry or contact function. They also operate as a consumer notice where relevant.

These Terms do not create a counselling relationship and do not replace the separate Counselling Agreement. A counselling contract begins only when we have confirmed that we can offer the service and both sides have agreed the applicable counselling terms. The Counselling Agreement covers session arrangements, fees, cancellations, confidentiality and its lawful limits, records, online working, complaints and endings.

Our Privacy Notice explains how personal information is used. Our Cookie Notice explains storage and access technologies. Cookie choices and marketing choices are separate from acceptance of these Terms. If another document conflicts with these Terms, the Counselling Agreement governs the counselling service and the Privacy Notice governs the use of personal information.

By using an account or another function that asks for acceptance, you agree to the version of these Terms shown at that time. If you do not agree, do not create or use the account or function. You may still read publicly available information and access emergency signposting.

The public website may be read by people of any age. Website accounts and online requests are intended for people aged 18 or over unless we have expressly agreed in advance how a person under 18 may use them. If you are under 18, do not create an account without that agreement. You may ask a parent, carer or trusted professional to contact us where this is safe and appropriate.

This age rule relates only to website functions. Decisions about counselling for a child or young person are made separately, taking account of the young person's understanding, consent, safety, parental responsibility where relevant, professional duties and data protection law.

The website provides general information about counselling and our services. It is not a diagnosis, medical opinion, crisis assessment or substitute for advice from a doctor or other appropriately qualified professional. Do not delay seeking urgent or medical help because of something on this website.

We take reasonable care to keep public information accurate and understandable, but counselling information can be general and may not fit an individual's circumstances. No website statement guarantees that counselling will be suitable, available or achieve a particular outcome.

If you choose to create a website account:

•  provide accurate, current information and update it when it changes;

•  use your own email address and telephone number, unless you are lawfully authorised to act for someone else;

•  keep passwords, one-time codes and sign-in links confidential and use reasonable device security;

•  tell us promptly if you believe the account or contact details have been used without permission;

•  do not share, sell or transfer the account; and

•  do not put session notes, detailed health information, another person's information or emergency content into account fields. The account is designed to hold email address and telephone number only, together with platform security information.

You may ask us to close your account using the contact details in section 1. Closing an account does not automatically erase information that must lawfully be retained for another purpose; the Privacy Notice explains retention and individual rights.

Sending an enquiry, creating an account or requesting a time does not guarantee an appointment and does not mean that we have accepted you as a client. We may need to check availability, whether the service is appropriate, the location from which counselling will be received, emergency arrangements and whether the work is within professional competence and insurance.

Please use only the fields provided and avoid detailed clinical information in a general web form. We handle information in line with the Privacy Notice, but a general website message is not a counselling session. The separate Counselling Agreement explains therapeutic confidentiality and the limited circumstances in which information may lawfully or ethically be disclosed.

Any service description, price or availability shown on the website is information available at the time of publication. Prices are in pounds sterling and include taxes that must legally be included. We will state mandatory charges clearly before a consumer is bound. A change made later will not alter an existing counselling contract unless the contract or law allows it and the change is agreed or properly notified.

If the website enables a binding online booking or payment, we will provide the required pre-contract information, statutory cancellation information and a copy or confirmation that can be saved before the service starts. The separate Counselling Agreement will explain any lawful charge where a consumer expressly asks for a service to begin during a statutory cancellation period.

You must use the website lawfully and respectfully. You must not:

•  break any law, encourage unlawful conduct, or infringe another person's rights;

•  submit threatening, abusive, discriminatory, defamatory, obscene, knowingly false or harassing material;

•  impersonate another person, misrepresent authority, or provide another person's information without a lawful reason;

•  attempt to gain unauthorised access to the website, an account, the server or any connected system;

•  introduce malware, harmful code, denial-of-service traffic or another security threat;

•  use automated tools to scrape, copy, probe or place unreasonable load on the website, except where permitted by law or agreed in writing;

•  circumvent access controls or interfere with another user's access; or

•  use the website or its content to suggest that we endorse you, your service or your views when we do not.

We may report suspected crime or a serious security threat and preserve relevant evidence where lawful. This does not change our duties under data protection, confidentiality or other applicable law.

Unless stated otherwise, the website text, branding, layout, graphics and other original material are owned by or licensed to Rachael-Emma Counselling and are protected by copyright, trade mark and other intellectual property law.

You may view the website and print or download a reasonable copy for personal, non-commercial use. You must not reproduce, republish, sell, license, alter, remove ownership notices from, or commercially exploit substantial website content without prior written permission, except where law permits.

You may link fairly and lawfully to the website home page if the link does not damage our reputation, imply an association or endorsement that does not exist, or frame the website within another site. We may ask for a misleading or harmful link to be removed.

The website may link to NHS, BACP, crisis-support, social media, booking, payment or other third-party services. Links are provided for convenience or signposting. We do not control third-party content, availability, security or privacy practices and a link does not by itself mean endorsement. Review the third party's own terms and privacy information before using its service.

The website and account service is currently provided through GoDaddy. Other functions may also use external suppliers. Our use of suppliers does not remove legal responsibilities that apply to us. The Privacy Notice identifies the relevant provider, processing and any international-transfer safeguards rather than placing those details in these Terms.

We use personal information in accordance with our Privacy Notice: [insert link]. It explains the information collected, purposes and lawful bases, recipients, any international transfers, retention, rights and how to make a data protection complaint.

Our Cookie Notice is at [insert link]. Where consent is required for a cookie or similar technology, the website asks separately before that technology is used. It must be as easy to refuse or later withdraw as it is to accept. Agreeing to these Terms is not cookie consent.

Creating an account or making an enquiry does not sign you up to marketing. Where consent is required, email or text marketing is offered through a separate, optional and unticked choice. You can opt out using the method in the message or by contacting us. Service and security messages may still be sent where needed to administer an account, enquiry or agreed service.

We use reasonable care to maintain the website and protect its systems. No internet service can be promised to be continuously available, completely secure or free from errors. Access may be interrupted for maintenance, supplier failure, security work or events outside reasonable control.

We may update, correct, suspend or withdraw website content or functions for a genuine legal, security, technical or business reason. Where practical, we will give reasonable notice of a material planned change affecting account holders. A website change does not alter an existing counselling contract unless that separate contract permits it.

You are responsible for using current device security, installing appropriate updates and keeping your own backup of information you need. If you find a vulnerability or error, report it privately using the contact details in section 1 and do not exploit or publicly disclose it in a way that increases risk.

We may restrict or suspend an account where reasonably necessary to investigate a security concern, prevent harm, comply with law, respond to non-payment under a separate agreement, or address a serious or repeated breach of these Terms. Any action will be proportionate to the issue. We will explain the reason and give an opportunity to respond where it is lawful and safe to do so. Immediate action may be needed for a serious security, safety or legal risk.

Account suspension or closure does not by itself end an existing Counselling Agreement. Any decision about an ongoing counselling service, safe ending or referral will be handled under that agreement and professional duties.

Nothing in these Terms excludes or limits responsibility where it would be unlawful to do so. This includes responsibility for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, and rights or remedies that law says cannot be excluded or restricted. Nothing in these Terms affects your statutory consumer rights.

If you are a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it was an obvious consequence or both sides knew it might happen when the relevant agreement was made. We are not responsible for loss or damage that was not foreseeable, subject always to the paragraph above.

The website is intended for personal use. If you use it for a business purpose, we are not responsible for loss of profit, revenue, business, opportunity, goodwill or business interruption, except to the extent that liability cannot lawfully be excluded.

Our responsibility for counselling is governed by the separate Counselling Agreement and applicable law and professional duties. These website Terms do not reduce that responsibility.

We aim to make website information and contact routes accessible and to make reasonable adjustments for disabled people. If you need information in another format, a different contact method or help using a function, contact us at [insert accessibility contact]. We will discuss what is reasonable and practicable.

To raise a website or service concern, contact [insert complaints email, telephone and postal address]. We aim to acknowledge a complaint within five working days and provide a clear outcome within 20 working days. If more time is genuinely needed, we will explain why, give a revised date and keep you informed. These service targets do not shorten any legal time limit or right.

For a complaint about how personal information is used, use the same contact and mark it 'Data protection complaint'. We will provide a clear route, acknowledge it within 30 days as required by data protection law, investigate without undue delay, keep you informed and communicate the outcome. You may also complain to the Information Commissioner's Office; details are in the Privacy Notice.

If the counsellor is a BACP member and the concern falls within BACP's current procedure, see BACP's guidance on how to complain about a member. This does not replace legal, safeguarding, consumer or regulatory routes that may apply.

We may update these Terms to reflect a change in law, guidance, website functions, suppliers, security or business arrangements. The current version and effective date will be posted on the website.

Where a change is material to an account holder, we will give reasonable advance notice by email or a prominent website notice where practicable. Where law or fairness requires fresh acceptance, we will ask for it. A change will not retrospectively remove rights or alter an existing counselling contract.

These Terms and use of the website are governed by the law of England and Wales. If you are a consumer living in England or Wales, the courts of England and Wales will normally have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and any mandatory consumer protection that applies to you remains unaffected.

The website is directed principally to users in the United Kingdom. We do not promise that its content or services are suitable or legally available in every other country. Counselling from another location is offered only after the location, professional, insurance, emergency and legal arrangements have been confirmed.

If a court or competent authority decides that part of these Terms is unlawful or unenforceable, the remaining parts continue to apply. A delay in enforcing a term is not a waiver of it. No person other than you and Rachael-Emma Counselling has a right to enforce these Terms, except where law provides otherwise. Questions may be sent to Rachael@rachael-emma.co.uk or Suite 7 Swan Park Business Park, Kettlebrook Road B77 1AG.