Terms and conditions

About these terms

Gem Kate CBT is the trading name of Gemma Wood, a CBT-informed coach based in Bexhill-on-Sea, East Sussex. These terms form the agreement between us when you book a paid session. By booking, you confirm that you have read and agree to them.

Coaching is for adults aged 18 and over.

What coaching is, and what it isn't

I offer CBT-informed coaching: practical, forward-focused support to help you understand your thoughts, feelings and behaviours and make changes that last. Coaching is not psychotherapy, counselling or medical treatment. I do not diagnose or treat mental health conditions, and coaching does not replace advice from your GP or other health professionals.

If at any point I think another kind of support would suit you better, I will tell you honestly and help you find it. You remain responsible for the decisions you make, and while I will always work hard to help you, I cannot guarantee particular results.

Sessions and fees

Online sessions take place by secure video through Konfidens. Phone and walk-and-talk sessions are charged at the online rate. In-person sessions take place in Bexhill-on-Sea.

I may change my prices from time to time. I will give you at least 30 days' notice, and any sessions you have already paid for will not be affected.

Booking and payment

• Sessions are booked and paid for through Konfidens at the time of booking.
• The six-session block is paid in full when you book it. It covers six 50-minute online, phone or walk-and-talk sessions, and the sessions should be used within six months of purchase.
• Card payments are handled securely by Konfidens' payment provider. I never see your full card details.

If you need to cancel or rearrange

Life happens, and I would always rather you let me know early than feel pressured to come when you are not able to. My cancellation policy is:

• More than 48 hours' notice: free cancellation or reschedule.
• Less than 48 hours' notice: 50% of the session fee is charged.
• Same-day cancellation or no-show: the full session fee is charged.
• Sessions from a six-session block: a cancellation with less than 48 hours' notice, or a no-show, counts as one of your six sessions.

If you arrive late, the session will still finish at the scheduled time and the full fee applies. If something serious or unexpected stops you attending, please talk to me. I will always consider waiving a fee in genuine circumstances.

If I need to cancel

My health is unpredictable, and I am open about this because it is part of why I have built flexibility into the practice from the start. If I need to cancel a session:

• I will let you know as soon as I can.
• You will never be charged for a session I cancel.
• You can choose to reschedule at the earliest time that suits you, or have a full refund for that session.
• I will send you a check-in message in the meantime, so you do not feel left alone.
• If I am unable to work for more than four weeks, I will refund any unused sessions you have paid for if you would like me to (£50 for each unused session from a six-session block), and help you find other support if you need it.

Your legal right to cancel

Because you book online, the law gives you the right to cancel within 14 days of booking for a full refund. If you ask for a session to take place within those 14 days and then cancel, I will refund you less the cost of any sessions already delivered. To cancel, email contact@gemkatecbt.co.uk.

Refunds

• If you decide to stop coaching part way through a six-session block, the block price no longer applies. Sessions you have already had are charged at the single-session price of £55, and the rest of your payment is refunded. For example, if you stop after two sessions, you pay £110 and receive £190 back.
• If I cancel or end our work together, unused block sessions are refunded at £50 each, with no recalculation.
• Refunds are paid to your original payment method, normally within 14 days of us agreeing the refund.

Walking and talking sessions

• We will agree a suitable meeting place in or around Bexhill-on-Sea beforehand.
• Please wear clothing and footwear suitable for the weather and terrain, and tell me before we start about any health condition or injury that could affect walking.
• If the weather makes walking unsafe or unpleasant, either of us can suggest switching to video or phone, or rescheduling, at no charge.
• Because we will be in a public place, we may pass other people. If that happens we can pause, or change the subject until we have more privacy.

Between sessions

You are welcome to email me between sessions about practical matters such as booking, or for a short check-in. I aim to reply within two working days. Messages are not a substitute for sessions, and I cannot offer support in a crisis.

Confidentiality

What you share with me is confidential. The only exceptions are if I believe you or someone else is at serious risk of harm, or if the law requires me to share information. In that situation I may contact emergency services, your GP or another appropriate person. Wherever it is safe and possible, I will talk to you about this first.

Like many coaches, I may discuss my work with a professional supervisor, to make sure I am supporting you as well as I can. If I do, I will never share your name or anything that could identify you, and my supervisor is bound by confidentiality too.

Sessions are not recorded or transcribed unless we have both agreed to it in advance. My privacy policy explains how I look after your information.

Your wellbeing and safety

I am not an emergency service. If you are in crisis or worried about your safety, please call 999, NHS 111 (option 2 for mental health), or Samaritans on 116 123, free and open 24/7.

If I feel coaching is not the right support for you at any point, I may pause or end our work together. If so, I will explain why, help you find more suitable support, and refund any unused sessions you have paid for in full.

Ending coaching

There is no minimum commitment. You can stop coaching at any time by letting me know, and unused prepaid sessions will be refunded as described above.

Liability

I will provide coaching with reasonable care and skill, and I hold professional indemnity and public liability insurance. I am not responsible for decisions you make or actions you take as a result of coaching. My total liability to you is limited to the fees you have paid me. Nothing in these terms limits liability for death or personal injury caused by negligence, or anything else that cannot legally be limited, and nothing affects your statutory rights as a consumer.

Complaints

If you are unhappy with any part of our work together, please tell me first, by email to contact@gemkatecbt.co.uk, so I can try to put it right. If we cannot resolve it, you can contact my professional bodies, the Association of Holistic and Complementary Practitioners (AHCP) or Foyht.

Changes to these terms

I may update these terms from time to time. The version that applies to you is the one in place when you booked, unless we agree otherwise.

Law

These terms are governed by the law of England and Wales.