Welcome To 24hr Therapy Terms Conditions

Welcome to 24hr Therapy! We provide professional therapy online with qualified therapists.

IMPORTANT: IF YOU ARE THINKING ABOUT SUICIDE OR IF YOU ARE CONSIDERING HARMING YOURSELF OR OTHERS OR IF YOU FEEL THAT ANY OTHER PERSON MAY BE IN ANY DANGER OR IF YOU HAVE ANY MEDICAL EMERGENCY, YOU MUST IMMEDIATELY CALL 999 (OR 111 IN A NON-EMERGENCY). YOU MAY ALSO CONTACT SAMARITANS BY CALLING 117 123, TEXTING “DESERVE” TO 85258 OR VISITING THEIR WEBSITE HERE.

In these terms and conditions (Terms), when we say you or your, we mean you, the person creating an account and booking an online therapy appointment with us (Services) on our website (Site). When we say we, us or our, we mean Camline Enterprises Ltd, a company registered in England and Wales with company number 14444669, trading as 24 Hour Therapy. These Terms are entered into between us and you, each a Party and together the Parties.

These Terms form our contract with you, and set out our obligations as a service provider and your obligations as a customer. You cannot use our Services unless you agree to these Terms.

Some capitalised words in these Terms have defined meanings, and each time that word is used in these Terms it has the same meaning. You can find a list of the defined words and their meaning throughout these Terms or at the end of these Terms.

For questions about these Terms, or to get in touch with us, contact us using the details below:

Our contact details:

Camline Enterprises a company registered in England and Wales. Our company registration number is 14444669.

Address: Cuffley Place, Office Suite 112, Sopers Road, London EN6 4SG United Kingdom

Phone: TBC

Email: support@24hrtherapy.co.uk

Our registered VAT number is GB443307319

1. These Terms

1.1 What these Terms Cover: These Terms contain the terms and conditions on which we supply the Services to you. Please read these Terms carefully before you accept these Terms. These Terms tell you who we are, how we will provide the Services to you, how you and we may change or end these Terms, what to do if there is a problem with the Services and other important information. If you think that there is a mistake in these Terms or require any changes to these Terms, please contact us to discuss (using our contact details above).

1.2 How to tell us about problems: If you have any questions or complaints about the Services, please contact us to discuss (using our contact details above).

1.3 Getting the most out of therapy: When you book an appointment or quick connect with one of our therapists, our priority is to provide you with a safe and confidential space to work on your goals. The outcome of our Services will be dependent on your willingness, dedication, effort and motivation. As such, we cannot guarantee any specific outcome as a result of your participation in therapy with us.

2. Acceptance and Term

2.1 You accept these Terms by clicking ‘I Accept’ or checking the box indicating your acceptance of these Terms.

2.2 By accepting these Terms, you represent and warrant that you are using the Services for your personal use only and you are not using them on behalf of any other person or organization.

2.3 These Terms apply from when you sign up for an Account, until the date on which your Account is terminated in accordance with these Terms. 2.4 If you add money to the Wallet in your Account, and you expressly request that we start providing the Services to you (i.e. you book an appointment or quick connect) within your 14-day cancellation period, you acknowledge that you will lose your right to cancel these Terms (and the right to receive a refund for the amount in your Wallet) within the first 14 days under consumer laws.

3. Use of the Site

3.1 You must not use the Site and/or book an Appointment through the Site unless you are at least 18 years old unless accompanied by an appropriate adult. 

3.2 When using the Site and/or your Account, you must not do or attempt to do anything that is unlawful or inappropriate, including:

     (a) anything that would constitute a breach of an individual’s privacy (including uploading private or personal data without an individual’s consent) or any other legal rights;

     (b) using the Services to defame, harass, threaten, menace or offend any person;

     (c) using the Site for unlawful purposes;

     (d) interfering with any user of the Site;

     (e) tampering with or modifying the Site (including by transmitting viruses and using trojan horses);

     (f) using the Site to send unsolicited electronic messages; 

    (g) using data mining, robots, screen scraping or similar data gathering and extraction tools on the Site; or

     (h) facilitating or assisting a third party to do any of the above acts.

3.3 All personal data that you give to us will be treated in accordance with our privacy policy. You can find our privacy policy at here.

4. Accounts

4.1 You must create an account in order to book Appointments with us (Account).

4.2 You must ensure that any personal data you give to us when creating an Account is accurate and up to date.

4.3 It is your responsibility to keep your Account details confidential. You are responsible for all activity on your Account, including purchases made and Appointments booked using your Account details. 

4.4 Your Account will contain a digital wallet, that you can upload money to, to use to “pay as you go” for any appointments or quick connects you book through the Site (Wallet). Your Wallet is reloadable and can be topped up at any time. The available balance of your Wallet will be displayed in your Account.

4.5 Subject to your right to cancel under clause 7, and any rights you have under clause 13.5(b), any amounts in your Wallet are not refundable, and can only be used for the Services.

5. Our supply of the Services 

5.1 In consideration of your payment of the Price, we will provide the Services in accordance with these Terms and all applicable Laws, whether ourselves or through our Personnel.

5.2 We warrant to you that the Services will be provided using reasonable care and skill.

5.3 We will not be responsible for any Services unless expressly set out in the inclusions on the checkout page at the time of booking an Appointment.

6. Appointments

6.1 Once you have created an Account and uploaded money to your Wallet, you may use the Site to schedule online therapy

appointments with one of our therapists (Appointment). Once you have selected your Appointment, it will become a binding Appointment in accordance with these Terms and we expect you to attend the Appointment.

6.2 We offer multiple scheduling options. This includes “Quick Connect” where we will link you with a therapist based on which therapist is available as soon as possible, and an option for you to schedule an Appointment with a specific therapist of your choosing, at your choice of date and time (subject to availability).

6.3 You will not be able to make an Appointment if you have insufficient funds in your Wallet. If, during your Appointment, the balance of your Wallet falls below £10, you will receive a prompt within your Account, asking if you would like to top-up your Wallet. If you

top-up your Wallet within 5 minutes of receiving the notice, your Appointment will continue. If your balance falls below £5 and you do not top your Wallet back up of receiving the notice, your Appointment will end immediately when your Wallet is empty.

6.4 At the time of your Appointment, you will need to ensure you are logged into your Account, and have an adequate internet connection, so that you can access a video call with one of our therapists, through our Site. If you fail to attend an Appointment

due to an inadequate internet connection, the Appointment will be deemed cancelled by you.

6.5 If your Appointment cannot be completed because of a weak internet connection, we may choose to end the Appointment, and you will be charged for the length of time the Appointment was held.

6.6 In the unlikely event that we need to cancel an Appointment due to no fault on your part, such as a therapist being unwell or no longer working with us, we will aim to provide you with as much notice as possible.

6.7 If, for any reason, you need to cancel an Appointment with us, we would appreciate you giving us as much notice as you can, and in any event, at least 12 hours’ notice prior to the Appointment by calling or emailing us using the contact details at the beginning of these Terms.

6.8 If you are more than 10 minutes late to your Appointment and do not contact us in advance to let us know, the Appointment will be considered cancelled by you without notice.

6.9 Where you do not provide us with notice to cancel an Appointment in accordance with clause 6.7, or you are more than 10 minutes late to the Appointment, you will be charged a cancellation fee equal to the Price for a [30 minute] Appointment. You acknowledge and agree that this is a genuine pre-estimate of our loss arising as a result of your failure to give us notice of your unavailability, or attend your appointment on time. 

7. Exercising your right to change your mind (Consumer Contracts Regulations 2013)

7.1 You have 14 days from the day you upload money to the Wallet in your Account to cancel these Terms and receive a refund for the amount in your Wallet. We agree not to commence the provision of the relevant Services during this cancellation period, unless you make an express request for us to do so (by making a Booking). You acknowledge and agree that after you have accepted these Terms, if you book an Appointment within this cancellation period, this will be taken to be an express request by you, and you will lose your right to cancel if you have fully utilized all of the money in your Wallet. If you exercise your right to cancel under this clause 7, you will be liable to pay to us the Price for the relevant Appointments that have been supplied up to when you inform us that you intend to cancel.

7.2 You do not have a right to a refund for Appointments that have already been provided, if you expressly requested us to provide them during the cooling off period, even if the cooling off period is still running.

7.3 Tell us you want to cancel these Terms: To exercise your right to cancel these Terms under this clause 7 please let us know by contacting us by email using the email address at the start of these Terms.

8. Payment 8.1 We set out on the Site the prices we charge for each therapist, which you will be made aware of prior to making an Appointment

(Price). All amounts are stated in pounds sterling, being the currency of the United Kingdom from time to time, and are inclusive of value added tax (or any equivalent tax in the UK), where applicable.

8.2 The Price will be deducted from your Wallet on a ‘pay as you go’ basis, based on the length of the Appointments you book, and who they are booked with.

8.3 You must not pay, or attempt to pay, the Price, or upload funds to your Wallet by fraudulent or unlawful means. If you make a payment by debit card or credit card, you warrant that you are authorized to use the debit card or credit card to make the payment.

8.4 The payment methods we offer are set out on the Site. We may offer payment through a third-party provider. You acknowledge and agree that we have no control over the actions of the third-party provider, and your use of the third-party payment method may be subject to additional terms and conditions. We do not store any credit card details, and all payment information is collected and stored through our third-party payment processor.

8.5 We may, from time to time, issue promotional discount codes for certain Services on the Site. To claim the discount, you must enter the promotional discount code at the time of topping up your Wallet.

9. Warranties and Representations

You represent, warrant and agree:

(a) to comply with these Terms and all applicable Laws;

(b) that all information and documentation that you provide to us in connection with these Terms is true, correct and complete;

(c) to ensure you have an adequate internet connection and an appropriate device when attending our Appointments;

(d) to comply with our reasonable requests or requirements;

(e) that you understand that due to the nature of therapy, we cannot guarantee any specific results, and will not be liable for any absence in meeting any expected results;

(f) that you will provide us with all documentation, information, instructions, cooperation and access reasonably necessary to

enable us to provide the Services;

(g) that you have not relied on any representations or warranties made by us in relation to the Services (including as to whether the Services are or will be fit or suitable for any particular purposes), unless expressly stipulated in these Terms and without limiting your consumer law rights; and

(h) that you will be responsible for the use of any part of the Services, and you must ensure that no person uses any part of the Services:

     (1) to break any Law or infringe any person’s rights (including Intellectual Property Rights);

     (2) to transmit, publish or communicate material that is defamatory, offensive, abusive, indecent, menacing or unwanted; or

    (3) in any way that damages, interferes with or interrupts the supply of the Services.

10. Intellectual Property

10.1 All intellectual property (including copyright and trade marks) developed, adapted, modified or created by or on behalf of us or our Personnel, whether before or after the date of acceptance of these Terms (including the Site and how the Site looks, feels and

functions and any algorithms or machine learning models used on the Site), will at all times vest, or remain vested, in us. As between the Parties, any intellectual property created in the provision of the Services (including any reports, resources or written findings) will at all times vest, or remain vested, in us upon creation. To the extent that ownership of such intellectual property

rights in any new intellectual property and/or improvements to the new intellectual property or our intellectual property do not automatically vest in us, you agree to do all things necessary or desirable to assure our title to such rights.

10.2 We authorize you to use the Site and any other materials we provide to you solely for your personal use. You must not exploit our intellectual property for any other purpose, no allow, aid or facilitate such use by any third party.

10.3 You own (or hold a license) to your materials and information that you provide to us in the course of providing the Services. You grant us a non-exclusive, irrevocable, worldwide, non-sublicensable (other than to our ‘group’ companies, as that term is defined in

the Companies Act 2006) and non-transferable right and license, to use your materials that you provide to us solely for the purpose of performing of our obligations or exercising our rights under these Terms.

10.4 Nothing in these Terms constitutes a transfer or assignment of any intellectual property rights.

10.5 This clause 10 will survive termination or expiry of these Terms. 

11. Privacy and confidential information

11.1 The collection and processing of personal data is a necessary part of providing the Services. We agree to comply with the requirements of the Data Protection Act 2018, and we set out in our Privacy Policy, available here, how we handle your personal data. 11.2 In order to provide an effective Service, we record all Appointments and keep transcriptions of Appointments. We will treat all recordings and transcriptions in accordance with applicable laws. 11.3 Subject to the exclusions set out below, we agree to (and will ensure our therapists) keep all confidential information that you

provide to us in the course of providing our Services, private and confidential, in accordance with our professional and statutory obligations.

11.4 We may be required to disclose the confidential information that you share with us in the course of providing the Services where:

    (a) your parent or guardian has a legal right to access the confidential information;

    (b) you provide us with consent to provide the confidential information to a third party e.g., another health practitioner, lawyer, family member, educator, third party funder, or other third party you consent to;

    (c) where we are legally required to disclose the confidential information, e.g., where we receive a summons, reporting of child neglect or abuse or reporting of an elderly or disabled person being abused or neglected or where we are subject to routine auditing; and

    (d) we form the reasonable belief that there is an immediate and specified risk of harm (to life, health, or safety) to the Clienor another identifiable person or persons that can be avoided only by disclosing the confidential information.

12. Limitations on and exclusions to our liability

12.1 Neither Party may benefit from the limitations and exclusions set out in this clause 12 in respect of any liability arising from its deliberate default.

12.2 The restrictions on liability in this clause 12 apply to every liability arising under or in connection with these Terms including liability in statute, contract, equity, tort (including negligence), misrepresentation, restitution, indemnity or otherwise, howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent and whether involving a third party or a Party to these Terms or otherwise.

12.3 Nothing in these Terms limits any Liability which cannot legally be limited, including liability for:

    (a) death or personal injury caused by negligence;

    (b) fraud or fraudulent misrepresentation;

    (c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); and

    (d) defective Services under the Consumer Protection Act 1987.

12.4 This clause 12.4 applies to the extent that the Services are digital content. If the Services are defective and they damage a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation.

12.5 Subject to clauses 12.1 (no limitation in respect of deliberate default), 12.2 (liability which cannot legally be limited), and clause

12.4 (damage caused by defective digital content) but despite anything else to the contrary, to the maximum extent permitted by law:

     (a) we only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for liability involving any loss of profit, loss of business, business interruption, or loss of business opportunity; 

     (b) a Party’s liability for any liability under these Terms will be reduced proportionately to the extent the relevant liability was caused or contributed to by the acts or omissions of the other Party (or any of its Personnel), including any failure by that other Party to mitigate its loss; and 

     (c) if either Party fails to comply with these Terms, neither Party will be responsible for any losses that the other Party suffers as a result, except for those losses which are a foreseeable consequence of the failure to comply with these Terms.

12.6 We have given commitments as to the compliance of the Services with these Terms and applicable Laws in clause 5. In view of these commitments, the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 are, to the maximum extent permitted by law, excluded from these Terms.

12.7 This clause 12 will survive the termination or expiry of these Terms.

13. Termination

13.1 Nothing in this clause 13 limits any right you have to change your mind under clause 7. If you want to cancel or terminate these Terms, you should use the Model Cancellation Form at Attachment 1.

13.2 Cancellation: You may cease using the Services, or delete your Account, at any time, via the ‘cancel my Account’ feature in your Account. Your cancellation will take effect immediately and all future Appointments will be cancelled. If you delete your Account within 12 hours of an Appointment you will still be liable to pay us a cancellation fee in accordance with clause 6.9.

13.3 We may terminate these Terms (meaning you will lose access to our Services, including access to your Account):

     (a) immediately, if you breach any term of these Terms; or

     (b) at any time for convenience, with 7 days’ written notice.

13.4 You may terminate these Terms if we breach a material provision of these Terms and that breach has not been remedied within 14 days of being notified by you of the breach. 13.5 Upon expiry or termination of these Terms:

     (a) we will immediately cease providing the Services; and 

     (b) to the maximum extent permitted by law, you agree that any payments made by you to us are not refundable to you, however we will refund you the balance in your Wallet if we terminate these Terms in accordance with clause 13.3 or you terminate these Terms in accordance with clause 13.4; and

13.6 We will retain your documents (including copies) as required by law or regulatory requirements. Your express or implied agreement to these Terms constitutes your authority for us to retain or destroy documents in accordance with the statutory periods, or on expiry or termination of these Terms.

13.7 Termination of these Terms will not affect any rights or liabilities that a Party has accrued under it.

13.8 This clause 13 will survive the termination or expiry of these Terms.

14. General

14.1 Amendment: We may, at any time and at our discretion, vary these Terms by publishing the varied terms on the Site. Prior to booking an Appointment, we recommend you carefully read the terms that are in effect at that time to ensure you understand andagree to them. For any Appointment that has already been booked, the terms and conditions that apply will be the ones that werein effect (and which you agreed to) when you booked your Appointment. If you are not happy with the changes and would like toterminate these Terms and your Account, please contact us regarding a refund of the contents of your Wallet.

14.2 Assignment: Subject to clause 14.3, a Party must not assign or deal with the whole or any part of its rights or obligations under thisAgreement without the prior written consent of the other Party (such consent is not to be unreasonably withheld).

14.3 Assignment of Debt: You agree that we may assign or transfer any debt owed by you to us, arising under or in connection with this Agreement, to a debt collector, debt collection agency, or other third party.

14.4 Contracts (Rights of Third Parties) Act 1999: Notwithstanding any other provision of these Terms, nothing in these Terms confers or is intended to confer any right to enforce any of its terms on any person who is not a party to it.

14.5 Disputes: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to The Centre for Effective Dispute Resolution via their website at https://www.cedr.com/. The Centre for Effective Dispute Resolution will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.

14.6 Entire agreement: Subject to your consumer law rights, these Terms contain the entire understanding between the Parties and the Parties agree that no representation or statement has been made to, or relied upon by, either of the Parties, except as expressly stipulated in these Terms, and these Terms supersede and extinguish all previous discussions, communications, negotiations, understandings, representations, warranties, commitments and agreements, whether written or oral, in respect of its subject matter. Each Party agrees that it will have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms.

14.7 Force Majeure: Neither Party will be liable for any delay or failure to perform their respective obligations under these Terms if such delay or failure is caused or contributed to by a Force Majeure Event, provided that the Party seeking to rely on the benefit of this clause:

     (a) as soon as reasonably practical, notifies the other Party in writing of the details of the Force Majeure Event, and the extent to which it is unable to perform its obligations; and

     (b) uses reasonable endeavours to minimise the duration and adverse consequences of the Force Majeure Event.

14.8 Governing law: These Terms are governed by the laws of England and Wales. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in England and Wales and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts.

14.9 Notices: Any notice given under these Terms must be in writing addressed to the relevant address last notified by the recipient to the Parties. Any notice may be sent by standard post or email, and will be deemed to have been served on the expiry of 48 hours in the case of post, or at the time of transmission in the case of transmission by email.

14.10 Severance: If a provision of these Terms is held to be void, invalid, illegal or unenforceable, that provision is to be read down as narrowly as necessary to allow it to be valid or enforceable, failing which, that provision (or that part of that provision) will be severed from these Terms without affecting the validity or enforceability of the remainder of that provision or the other provisions in these Terms. If any provision or part-provision of these Terms is deemed deleted under this clause 14.3, the Parties will negotiate in good faith to agree a replacement provision that, to the greatest extent possible, achieves the intended commercial result of the original provision.

14.11 Third party sites: The Site may contain links to website operated by third parties. Unless we tell you otherwise, we do not control, endorse or approve, and are not responsible for, the content on those websites. We recommend that you make your own investigations with respect to the suitability of those websites. If you purchase Services from a third party website linked on the Site, such third party provides the Services to you, not us.

15. Definitions

Force Majeure Event means any event or circumstance which is beyond a Party’s reasonable control including but not limited to, acts of God including fire, hurricane, typhoon, earthquake, landslide, tsunami, mudslide or other catastrophic natural disaster, civil riot, civil rebellion, revolution, terrorism, insurrection, militarily usurped power, act of sabotage, act of a public enemy, war (whether declared or not) or other like hostilities, ionizing radiation, contamination by radioactivity, nuclear, chemical or biological contamination, any widespread illness, quarantine or government sanctioned ordinance or shutdown, pandemic (including COVID19 and any variations or mutations to this disease or illness) or epidemic.

Liability means any expense, cost, liability, loss, damage, claim, notice, entitlement, investigation, demand, proceeding or judgment (whether under statute, contract, equity, tort (including negligence), misrepresentation, restitution, indemnity or otherwise), howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent and whether involving a third party or a Party to these Terms or otherwise.

Personnel means, in respect of us, any of our employees, consultants, suppliers, subcontractors or agents, and includes our therapists.