Engagement terms.

"The practice" / "I" / "me" refers to Ifra Khan trading as Ivybridge Counselling. "Client" / "you" refers to the adult booking and receiving the engagement. "Engagement" refers to any of the five structured counselling packages described on the Counselling Engagements page. "Session" refers to a single 60-minute counselling appointment within an engagement.

Ivybridge Counselling is an independent sole-trader counselling practice based at 3 Ernald Ave, London, E6 3AL. All sessions are delivered online via secure video.

Booking an engagement constitutes acceptance of these terms. If anything is unclear, please ask before booking.

This practice provides structured counselling for life transitions, relationship change, and family adjustment for adults aged 18 and over. It does not provide crisis support, clinical psychiatric care, diagnosis, prescription-based mental health services, emergency intervention, or hospital-based treatment. Clients whose needs sit outside this scope are signposted to appropriate qualified providers.

Bookings are made via the Stripe-hosted checkout link for each engagement. The full engagement fee is taken at the point of booking. A confirmation email is issued automatically.

The full engagement fee is payable in advance, at booking. Accepted payment methods are debit/credit cards (Visa, Mastercard, American Express) and BACS Direct Debit, processed by Stripe Payments UK Ltd. There is no subscription, no rolling fee, and no auto-renewal of any engagement.

Where you elect to pay by BACS Direct Debit, you authorise Stripe (Service User) to debit the agreed engagement fee from your nominated account. Payments are protected by the Direct Debit Guarantee operated by Pay.UK. Full BACS terms are set out on the Direct Debit Information page.

You agree to attend booked sessions on time, to communicate honestly within the work, to give at least 24 hours' notice of any session you need to reschedule, and to behave in a manner that allows safe and respectful practice.

I will hold the work in confidence within the limits set out in the Privacy Notice; take regular professional supervision; maintain professional liability insurance; deliver sessions personally; and produce the written intake and session summary documentation associated with each engagement.

Sessions may be rescheduled free of charge with at least 24 hours' notice. Cancellations or no-shows inside 24 hours count as a delivered session.

Engagements may be paused by mutual written agreement, with a target resumption date. Pauses longer than eight weeks may require the engagement to be re-scoped at the point of resumption.

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you have a 14-day cooling-off period from the day of booking. The cooling-off right does not extend to sessions you have already received within that period; partial use will be deducted in line with the regulations.

The full refund policy, including session-based proportional refunds, is set out on the Fees & Cancellation page.

To the maximum extent permitted by law, my liability arising out of any engagement is limited to the total fee paid for that engagement. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.

Ivybridge Counselling is a structured counselling practice and is not a clinical, psychiatric, medical, or crisis service. Sessions are not a substitute for medical advice, psychiatric care, prescription medication, or emergency intervention. If you are in crisis, see the Before You Reach Out page.

Confidentiality and its limits are set out in the Privacy Notice and are discussed at the start of every engagement.

Neither party is liable for failure to perform where prevented by events beyond reasonable control. In such circumstances affected sessions will be rescheduled.

Concerns are addressed through the Raising a Concern procedure. External escalation routes are listed there.

These terms are governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the English courts.

If these terms are updated, the revised version is posted here with a new "last updated" date. Engagements already booked are governed by the terms in force at the time of booking.