Compassion, Collaboration, Community

Our therapy services are now open on Saturdays

Compassion, Collaboration, Community

Our therapy services are now open on Saturdays

01904 412 551

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Terms and Conditions

Terms and Conditions

Welcome to The Retreat York website.

Access to our website and services at The Retreat York is provided to you subject to our terms and conditions below. The terms are intended to cover use of our website, our services and conditions, restrictions and any privacy requirements that may apply.

1. Disclaimer

1.1 The content and services we offer as a mental health provider are provided to assist you with a mental health issue that may affect your long term well-being. Nothing in the content provided online should be considered as an absolute substitute for medical advice, diagnosis or treatment.

1.2 All users of our website are advised to talk to one of our specialist Consultants at the facility to seek qualified medical advice and diagnosis to support your health and medical conditions.

2. Warranties

2.1 We make no: 

  • Warranties about the services we offer;
  • The completeness or accuracy of the information published on our website; 
  • Or that the website or any service we provide remains available

2.2 We reserve the right to make any changes or to discontinue or alter a service or website service at any time without notice or explanation. 

3. Terms of Service

3.1 Any modifications to our terms and conditions of service will be effective immediately upon any new posting to The Retreat York website. Your continued use of our website and our services constitutes your agreement and acceptance of any modification.

4. Our Services

4.1 The Retreat York provides a range of therapy and counselling services either face to face, through a video link, over instant messaging or by telephone. Users are expected to choose a mode of communication that is most suitable and convenient to their needs.

5. Registration

5.1 Users who wish to participate in any of The Retreat York services will need to register with us. The registration process will be a contractual agreement that you are happy to work with us under our agreed terms of contract.

5.2 By registering with us you will agree to inform us appropriately about your past clinical healthcare and for us to share your personal information with our consultants so that they can contact you.  

5.3 You will agree that: 

  • You have read our terms of service and have fully understood them, including any definitions that may have been given to you at the time;

  • You are 18 or over or have the legal capacity to enter into an agreement with The Retreat York for e.g. you are a parent or guardian of a child to which you hold parent responsibility or you have the Power of Attorney to represent a person;

  • You understand that you can withdraw from the service at any time (although if you have started your treatment then consultant fees will still apply);

  • You understand that your contract is with The Retreat York and not the consultant who will be working with you;

  • You agree to the medium through which the sessions will be provided to you;

  • You agree to keep all information exchanged during the consultation confidential. The session must not be recorded or circulated to any third party without the consultant’s consent in advance;

  • You will keep all information provided to you secure e.g. reports, log in details for apps secure, if applicable.

6. Research Programmes

6.1 Occasionally, The Retreat York may offer its users an opportunity to participate in additional programmes we have available for e.g. our research and medical training programmes or similar purposes. Where this applies, you will be asked to enter into additional agreements or separate consent authorisation processes, waivers and confidentiality terms that you will be asked to read and agree to before any additional benefits or features can be given to you.

6.2 All research data will be used in a non-identifiable manner unless it is explained otherwise to you. 

7. Termination or Rejection of Requests

7.1 The Retreat York reserves the right to refuse, change, suspend, discontinue or terminate any part of its services, either online or face to face and temporarily or permanently without prior notice for any reason. This will be at our sole discretion. However, reasons for this will normally be explained to you at the time of the termination or the initial request.

Users are expected:  

  • Not to communicate, transmit, upload or supply information to us that may infringe or violate the rights of other third parties, including The Retreat York;
  • Not to disable, ‘hack’ or otherwise interfere with the proper functioning of The Retreat York website.

Where a violation is reported The Retreat York will reserve the right to terminate a service or an account and remove all communications with you.

8. Age of Users (Over 18 Years Old)

8.1 Our site is intended for all users who are 18 years or older. Those who are under the age of 18 will require the support and assistance from their parent or legal guardian.

9. Charges and Applicable Fees

9.1 Our charges are solely the user’s responsibility. All charges and applicable fees associated with your consultation will provided to you in due course.

10. Payments

10.1 All payments will be paid in full at least 2 working days before the session. 

10.2 Payments can be made online using a credit or debit card number. A valid number, expiration date and security card code will be required. Alternatively, fees can be paid via telephone on tel. no. 01904 412551 or in person with the Administration Team or via other payments methods such as cash, cheques and BACS payments. Our financial processes are designed to assist you with your personal circumstances.

10.3 Please note all prices for our services may change from time to time.

11. Cancellations

11.1 General Rights of Cancellation

11.1.1 As per the Consumer Contacts Regulations 2013 if you purchase any service online then you will have 14 days starting from the date we confirm your consultant appointment to change your mind and cancel your appointment, including any Agreement. However, if you agree to see a consultant within this 14 day period then you will still need to pay the session charge but you will be free to cancel any Agreement.  For all other services, normal conditions will apply.

11.2 Cancellation of Non-attendance

11.2.1 You are solely responsible for all cancellations. Any cancellations that are done less than 2 working days before the session will still be chargeable. It will be at the discretion of the consultant to determine if charges are still applicable and whether they are prepared to rearrange another appointment for you. This will depend on their diary commitments.

12. Missed Payments

12.1 Similarly, any missed payments as part of any Agreement with us will result in any scheduled sessions being cancelled. It will be the user’s responsibility to re-organise any session with the Consultant at a more suitable time for them. The Retreat York operational times are between 9-5 pm.

13. Errors and Refunds

13.1. The Retreat York reserves the right to correct any errors, inaccuracies or omissions that have been confirmed, including any requests that have been cancelled within the 2 working day period.    

13.2 Appointments that have been appropriately cancelled will be issued a credit. The length of time this takes to appear in your account will be determined by your bank policies.

14. Online Therapy and Counselling

14.1 At the moment The Retreat York can only offer online services to clients based in the UK.

14.2 Users that choose their therapy assessment online will need to ensure they have appropriate computer facilities (including broadband) for the set up and have a private space to sit in. All therapy session are undertaken in a secure confidential room where the consultant will be present.  

14.3 SYPE contact details for joining the counselling session will be sent to you, including your username and password.  To ensure you are ready you will be expected to connect 10 to 15 minutes beforehand so that our Consultant can contact you at the start of the session. All sessions will last between 60 and 90 minutes depending on the service being provided.

14.4 If you have agreed to more than one session with us then a time for your next meeting will be made at the end of the session. 

15. IT Technical Difficulties

15.1 You are solely responsible for any technical difficulties you may encounter with this website or service you have organised with us.    

15.2 If preparation for our online services, if you suspect that you may have technical difficulty with your computer then it will be your responsibility to get in touch with the Consultant immediately to re-organise an alternative mode of communication. Charges will still apply even if technical difficulties arise on the day of your consultation so action must be taken immediately.  

16. Online Data Protection

16.1 Our online working environment is secure and is protected through industry encryption and anti-virus malware software standards. This is to protect the software and hardware from any virus or interception.

16.2 If you are required to log into a secure access area of our website for any of our services then you will be responsible for maintaining the confidentiality of your account and password/username details and for restricting access to your computer.

16.3 You are responsible for any activity on our website arising out of any failure to keep your password confidential, and may be held liable for any losses arising out of such a failure.

16.4 Should your details be compromised then you must notify us in writing immediately so your password details can be changed.

16.5 Similarly, you must not use any other person's account to access the website.

16.6 All security measures implemented at The Retreat York are regularly reviewed to ensure our IT technical processes are safe and secure.

17. Privacy and Third Party Providers

17.1 As part of any Agreement with us you affirmatively grant us permission to transfer any personal information to any third party provider who works on behalf of The Retreat York and who will be responsible for the content and provision of your clinical assessments.

17.2 All personal data in relation to any service we provide to you will be stored as required by law as per our Corporate Retention Guidelines. Information may not be possible to be deleted unless the relevant expiry dates have been reached for the data in question.

18. Communication

18.1 All communications between The Retreat York and you will be specifically about your consultation and treatment only. Our general communication mode will be either via post, email or telephone.

18.2 For our online services, an Online Service Agreement will be provided to you by a secure electronic means during the creation of your account with all further information thereafter sent to you by this mode.  

18.3 The Retreat York will not send personal information to any unsecure email addresses (such as yahoo, hotmail etc.) as this mode of communication can be intercepted online. Only where information has been approved by you will we send information via this method and only where the information has been password protected so that the information is protected during transmission. However, The Retreat York does not advocate this method of communication as we cannot guarantee the security of any email messages sent to you.

19.Insurance Cover

19.1 If you plan to use any health insurance to cover the cost of any session fee then please contact your healthcare insurance provider before us to verify this. Your insurance provider may impose limits or cap total fees for sessions or full treatment. Your insurance provider will require the type of treatment you are receiving, the total costs for the treatment and the details of your consultant so that they can arrange payment directly to The Retreat York.

19.2 Any short fallings in any insurance cover will be the user’s responsibility to pay in full to The Retreat York.

19.3 Neither The Retreat York nor your Consultant will be responsible for liaising with the insurance provider.

19.4 Any delay or failure to make these payments will automatically mean that any future planned sessions with your Consultant will be cancelled until the outstanding sum is paid up to date.

20. Other Emergency Sources / Contacts

You are advised that our counselling services are not suitable for emergency care. If you feel you are in danger of harm then we advise you speak to your nearest A&E for crises support.

 21. Links to Other Party Websites

This site may contain links to other sites operated by other third parties. These links are only provided for your convenience and are intended for access to content only.  We accept no responsibility for them.

22. Acceptable Use and Intellectual Property

22.1 All logos and trademarks for The Retreat York are protected under copyright law.

22.2. You are not permitted to:            

  • Use the website or its logos or trademarks in an unlawful, illegal, fraudulent or harmful manner;
  • Copy, reproduce, upload, display or transmit any of our materials for commerce without the written permission of The Retreat York;
  • Transmit any spyware or computer virus.

22.3 You may view our documentation, download or print off single copies of our materials for non-commercial use so long as they are not altered, modified and include relevant notices and disclaimers.

23. Jurisdiction

These terms and conditions shall be governed and construed in accordance with the laws of England and Wales. Any disputes, including contractual disputes, that arise with us shall be subject to the exclusive jurisdiction of the Courts of England and Wales.

24. Contact Us

If you have any questions about our Service or Terms of Use as explained above, then please contact us at on Tel. no. on 01904 412551 or email us at: 

We will be happy to resolve any issues you may have with us.

The Retreat York is a registered Charity in England and Wales

These terms was last updated on 06/11/2019

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