At HelloSelf we want our relationship with you to be as clear, simple and trustworthy as our service so here, in plain English, are the terms and conditions on which we supply our services to you.
Please read these terms carefully. They tell you who we are, how we will provide services to you, what to do if there is a problem and how the contract between us can change.
Who we are
We are HelloSelf (UK) Limited, a company registered in England and Wales.
The services we offer you
We use feedback from client interactions with our therapists and online tools to make recommendations on how you might make changes that could lead to a more fulfilled life. To find out more on how we use your data please take a look at our Privacy Promise which can be found HERE. By using our services you become a “member” of HelloSelf.
We are not a crisis or emergency support service. Your therapist is not available 24/7 and therefore if you need urgent support please visit HERE instead.
We promise to treat everyone with respect, courtesy and fairness. We expect you to do the same and treat our staff as you’d like to be treated. You should recognise that inappropriate, abusive and violent behaviour could result in you being refused access to our services.
HelloSelf provides members with the opportunity to record their therapy sessions. There is no requirement to agree to this and your therapist will request your permission at the start of each therapy session. We offer this facility to aid you on your therapeutic journey. For members professionally referred, there is the option to receive copies of reports written by your therapist. These recordings and reports are not to be duplicated by you or posted/shared/dispersed to anyone else or on to any other media platforms for the wider public to view. This is for your protection as well as our therapists.
Who can use HelloSelf
To use HelloSelf you must be a UK resident,have an email address, and have access to the internet. If you are not a UK resident we will need to assess if we can safely work with you, please contact us for further details.
Our contract with you
When you register to use HelloSelf, you will be asked to confirm you agree to these terms and conditions. By confirming, you are agreeing to these terms and conditions and the contract between us begins.
We will stop providing services to you when one of us ends our contract.
Advice you receive from our website is not medical advice. It is lifestyle advice for the advancement or protection of your mental wellbeing and health.
If you have sessions with a therapist, you will get psychological advice. It is up to you if you wish to accept and act on the advice that you are given. We accept no responsibility as to the effectiveness, or otherwise, of this advice and you are under no obligation to follow the advice.
HelloSelf is extremely proud of the quality of its therapists. However, there can be no guarantee that your sessions will help you achieve your goal.
All of our therapists are registered with the Health and Care Professions Council (HCPC) and/or accredited by the British Association for Behavioural and Cognitive Psychotherapies (BABCP). They are DBS checked, have up to date training, are individually insured (professional liability insurance) and licensed by the Information Commissioner’s Office (ICO) to hold and create member records. HelloSelf checks all of the above to make sure you have the best experience.
When you sign up to using our services, we will match you with the therapist that we believe will be best suited to your needs. Both you and your therapist have the right to request that you are re-matched to an alternative therapist.
In order to provide our members with the best tailored care, our therapists use regular clinical supervision. Members are discussed confidentially with a therapist colleague and no personal data is shared.
We also carry out spot checks of clinical records to ensure quality of care. You can request access to the notes taken by your therapist during your sessions, but the notes are the property of HelloSelf and the therapist.
Confidentiality is maintained throughout your therapy. There are limited circumstances in which your therapist has a legal, professional or ethical obligation to provide information to a third party, such as in cases where someone is at risk of being harmed in some way. If you are referred to us by another health professional we will inform them that you are working with us. Any more detailed information would only be shared with your consent. HelloSelf knows that collaborative care yields the best results. If you consent to share information with your care team (psychiatrist, GP or other), we use secure HelloSelf Partner accounts to share treatment updates with your care team.
What does it cost
Members of HelloSelf pay per therapy session for the time spent with a therapist.
The session price varies according to the cost of the therapist and whether you are meeting online or in person, but you will always be informed of the price when deciding which therapist to work with.
Privacy & Security
Please refer to our Privacy Promise HERE.
We have 3 types of communications:
We will contact you through the channel that you have selected on your HelloSelf profile as your preferred channel. We are bound by laws that control what and how we can communicate to you. We aim to go further than required by these laws by checking if our communications are useful.
Members need to register at HelloSelf.com to access therapy with one of our therapists. We are required to collect some personal information about you in order for us to work with you safely and effectively. You cannot start therapy until we have these details. Members can cancel or postpone their therapy sessions until 48 hours before the session is scheduled to take place. If you miss your session, or give less than 48 hours’ notice of cancellation, you’ll be charged, and be liable for, the full price of your session.
If you intend to use private medical insurance to fund your appointments, you will need to inform your Insurance Provider who your therapist will be so that invoices can be recognised and processed. You are responsible for telling us that you will be funding through insurance so we can match you to a therapist who is registered with your Insurance Provider. Please note some Insurance Providers do not provide cover for missed or late notice cancellations of sessions. You will be responsible for the payment of any fees (full or part thereof) or excess amount not covered by your policy.
You are required to pay for your therapy sessions in line with the payment terms set out on the invoices we send to you. Failure to do so may lead to us suspending your access to HelloSelf.com and future therapy. If you are having problems paying your invoices please let us know as soon as possible.
HelloSelf has the right to remove or deny entry to the platform to any individual. If this is done, that member’s account will be deleted.
Sometimes we might have to suspend our service to deal with technical problems or make minor technical changes. These suspensions should be brief but we will not be liable for any such periods of suspended service, or any losses incurred by you as a result of the suspension, irrespective of the length of that suspension.
Sometimes our therapists may be delayed or miss sessions for reasons they can’t control. If this happens, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to receive a refund for any services you have paid for but not received.
We will not issue any refund if you are not able to use our platform because of technical issues with your equipment or your internet connection.
Everything on HelloSelf apart from your data is owned by HelloSelf. It is protected by copyright.
Some necessary final details
This contract is between you and us. It is private and no one else has any rights to enforce its terms. We have the right to change or amend the terms of this contract at any time, however we will notify you of such changes by way of updates to these terms on our website. It is your responsibility to regularly check these terms and make yourself aware of any changes.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.
These terms are governed by English law and you can bring legal proceedings in the English courts.
If you are ever unhappy or dissatisfied by your experience on HelloSelf you can always let us know at Hello@HelloSelf.com. You can find our Clinical Compliments, Complaints and Feedback Policy HERE. We will do everything we can to not just resolve your issue but to make sure it does not happen again.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but the maximum amount of our liability will be equal to the session fees that you have paid HelloSelf. We do not, however, exclude or limit our liability to you where it would be unlawful to do so.
We hope that you have a good experience on HelloSelf and that we can help you on your journey towards being your best self.