Policy

Cancellations and Attendance

Sessions are typically booked on a weekly, recurring basis at the same agreed time each week. Clients may request to reschedule once per calendar month, provided that a minimum of 48 hours’ notice is given. In the event of an emergency, clients must inform their practitioner as soon as possible and provide appropriate supporting documentation, such as a doctor’s note or formal notice. In verified emergency situations, the late cancellation fee may be waived at the practitioner’s discretion.

Cancellations made with less than 48 hours’ notice, and without documentation of an emergency, will be charged at the full session rate. If a client fails to attend more than two sessions without notifying their practitioner at least 24 hours in advance, they may be permanently removed from the service. This policy ensures consistency and makes space available for others who are actively engaged.

Terms and Conditions – CBTWITHNICOLE

This document outlines the Terms and Conditions for engaging with services offered by CBTWITHNICOLE, a UK-based, online-only provider of individual therapy, life coaching, dietitian services, and support care work. By booking and attending any session, clients agree to abide by the following terms. These conditions exist to ensure safe, ethical, and consistent practice across all services.

1. Services Provided

CBTWITHNICOLE offers a range of online services, including cognitive behavioural therapy (CBT) for clients residing in the United Kingdom, life coaching for clients based outside of the UK, dietitian support for UK clients (unless explicitly stated otherwise), and support care work provided on a case-by-case basis to individuals within the UK. Each service is delivered online and subject to its own eligibility criteria and expectations for conduct.

2. Eligibility and Service Scope

Therapy services are available exclusively to individuals aged 18 or over who currently reside in the United Kingdom. Clients booking from outside of the UK for therapy will have their appointments cancelled. Therapy is not available to couples, families, or minors. Additionally, therapy clients may not engage in dual therapeutic relationships; clients must not be receiving therapy from another provider while receiving services from CBTWITHNICOLE.

Life coaching is available to individuals aged 18 and above who reside outside of the UK. It is a non-clinical, goal-oriented service that supports personal development and is not a substitute for therapy, mental health treatment, or crisis support. By booking a coaching session, clients acknowledge that they understand and accept the distinction between coaching and therapy.

Dietitian services are provided to UK clients aged 18 and above and are intended to support nutritional wellbeing. These services are not a replacement for emergency or medical care, and clients are responsible for disclosing any relevant health information prior to commencing services.

Support care work is available to adult clients in the UK and may involve practical or emotional assistance. The scope of this service is determined on a case-by-case basis, and clients must agree to a care plan before proceeding. Support care is not a regulated medical or mental health service.

3. Session Conduct and Environment

All services are delivered online via video. Clients are required to attend sessions from a quiet, private, and stationary location with their webcam turned on for the full duration. Sessions may not be attended while in a moving vehicle, public transport, or any space in which the client is operating machinery or unable to focus privately and safely. If a client attends from an unsuitable environment, the session will be terminated immediately and marked as a missed appointment.

Clients must attend sessions alone. Sessions cannot proceed if children or other individuals are present in the room. These boundaries are in place to protect confidentiality, maintain therapeutic focus, and uphold professional standards.

Under no circumstances may a client record any part of a session—this includes video, audio, screenshots, or any form of digital capture. Recording is strictly prohibited across all services. Any attempt to record a session will result in immediate termination of the therapeutic, coaching, or professional relationship, and the client will be permanently removed from the service.

4. Cancellations and Attendance

Sessions are typically booked on a weekly, recurring basis at the same agreed time each week. Clients may request to reschedule once per calendar month, provided that a minimum of 48 hours’ notice is given. In the event of an emergency, clients must inform their practitioner as soon as possible and provide appropriate supporting documentation, such as a doctor’s note or formal notice. In verified emergency situations, the late cancellation fee may be waived at the practitioner’s discretion.

Cancellations made with less than 48 hours’ notice, and without documentation of an emergency, will be charged at the full session rate. If a client fails to attend more than two sessions without notifying their practitioner at least 24 hours in advance, they may be permanently removed from the service. This policy ensures consistency and makes space available for others who are actively engaged.

5. Confidentiality and Data Protection

All information shared within sessions is treated as strictly confidential. Exceptions to confidentiality arise only when there is a risk of serious harm to the client or others, safeguarding concerns involving a child or vulnerable adult, or if disclosure is legally required by a court of law.

CBTWITHNICOLE complies with UK data protection laws, including the General Data Protection Regulation (GDPR). In order to provide services safely, ethically, and legally, clients are required to provide and consent to the collection of personal information. This includes name, contact details, GP and emergency contact information (for therapy clients), relevant medical or psychological history, and session notes. Data is collected through intake forms and during the course of services and is securely stored via encrypted systems through the website provider, Squarespace, which is GDPR-compliant.

Clients have the right to access, correct, or request deletion of their data where legally permitted. Refusal to provide or consent to the secure handling of necessary personal data will result in CBTWITHNICOLE being unable to provide services, as accurate record-keeping is a legal and professional obligation for all practitioners.

6. Misuse of Services

CBTWITHNICOLE maintains high professional and ethical standards. Clients who misuse services—for example, by attempting to access therapy through a coaching appointment or by engaging in dishonest or harmful conduct—may be refused future service. Clients are expected to book services that align with their location, age, and needs. Any attempt to misrepresent eligibility or misuse the platform will be considered a breach of these terms.

7. Communication and Clarification

Clients are encouraged to contact CBTWITHNICOLE before booking if they have any questions about which service is right for them, or if they require clarification about the policies outlined above. Transparency and mutual understanding are vital to safe and effective care.

By proceeding with a booking, you confirm that you have read, understood, and agreed to the above Terms and Conditions.

CBTWITHNICOLE is committed to protecting your privacy and handling your personal data with transparency, care, and respect. This Privacy Policy outlines how your information is collected, used, stored, and protected when you engage with services provided through CBTWITHNICOLE, including individual therapy, life coaching, dietitian services, and support care work.

This policy is compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

CBTWITHNICOLE is an online-only provider of psychological and wellbeing services operated in the United Kingdom. Services include therapy (UK residents only), life coaching (available worldwide), dietitian support (primarily for UK residents), and support care work (case-by-case in the UK).

2. What Information We Collect

We collect and store only the information necessary to provide safe, ethical, and effective services. This may include:

  • Contact Information: Name, email address, phone number

  • Location: Country of residence (to determine service eligibility)

  • Demographic Information: Age, gender (optional)

  • Health and Clinical Information: Relevant psychological or medical history, current concerns, medication (for therapy and dietitian services)

  • Emergency Contact and GP Details: Required for therapy clients (UK only)

  • Session Notes: Confidential records of sessions for therapy and clinical services

  • Technical Data: IP address, browser type, access times (for website security and troubleshooting)

3. How Your Information Is Used

Your data is used to:

  • Deliver the service you have requested

  • Assess service suitability and eligibility (e.g., for therapy vs. coaching)

  • Manage bookings and appointments

  • Maintain accurate clinical records (for therapy and dietitian services)

  • Contact you about your sessions or share relevant service updates

  • Fulfil our legal, regulatory, and professional obligations

  • Monitor risk and maintain safety for both clients and practitioners

4. Lawful Basis for Processing

Your data is processed on the basis of:

  • Consent: When you voluntarily provide information and agree to this policy

  • Contract: To deliver the service you have booked

  • Legal Obligation: To comply with applicable law and professional guidelines

  • Vital Interests: In rare cases, to protect your life or safety

  • Legitimate Interests: To manage service provision, security, and communication

5. Confidentiality and Sharing of Information

All client information is treated with strict confidentiality. Information will not be shared with third parties without your consent, except in the following circumstances:

  • If there is serious risk of harm to yourself or others

  • If there is a safeguarding concern involving a child or vulnerable adult

  • If required by a court of law or legal authority

  • If there is evidence of a serious criminal offence (e.g., terrorism, money laundering)

Where appropriate, you will be informed before confidentiality is broken.

6. How Your Data Is Stored

All personal information is stored securely via encrypted systems. Intake forms and session notes are stored within GDPR-compliant platforms, including website providers such as Squarespace and any relevant clinical documentation software. Access is limited to authorised professionals associated with CBTWITHNICOLE and is password-protected.

7. How Long Your Data Is Kept

Clinical records and therapy-related data are stored for 5 years from the date of your last session, in line with BACP ethical guidelines and UK professional standards. Coaching and non-clinical data may be stored for a shorter period, typically up to 2 years following service completion, unless otherwise required.

8. Your Rights Under GDPR

You have the right to:

  • Access the personal data we hold about you

  • Request correction of inaccurate or outdated information

  • Request deletion of your data (subject to legal or professional exceptions)

  • Withdraw your consent at any time (note: this may limit service provision)

  • Lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been mishandled

To exercise any of these rights, please contact us directly at: services@cbtwithnicole.com

9. Data for Life Coaching Clients Outside the UK

Clients accessing life coaching from outside the UK acknowledge that their data may be stored and processed using UK-based platforms that comply with UK GDPR. By booking a service, you consent to this data handling.

10. Use of SimplyBook.me as a Service Provider

CBTWITHNICOLE uses SimplyBook.me as a booking platform to manage client appointments and related communications. SimplyBook.me acts as a data processor on behalf of CBTWITHNICOLE and processes personal information in line with their own Privacy Policy and the Data Processing Agreement in place between both parties.

Client data submitted via the booking system—such as name, email address, appointment details, and any custom intake fields—is securely handled in accordance with GDPR. SimplyBook.me does not have access to clinical notes or any sensitive information beyond what is necessary to manage bookings and communication.

For more information, you can view SimplyBook.me’s Privacy Policy directly at: https://simplybook.me/en/policy