Session terms
SERVICE-USER-2026-0001 · Effective 11 September 2026
Who supplies the service
Your session contract is with the independent practitioner named in your agreed proposal. They supply the session and are responsible for their professional practice. The practitioner provides the service described in your proposal within their competence and qualifications. Mentoring supports discussion and personal development; it is not diagnosis or clinical treatment. A MINDFUL MESSAGE LTD (registered in England and Wales, company 14093207), 128 City Road, London, EC1V 2NX arranges bookings and facilitates Stripe payments on their behalf, and remains responsible for its own services. Contact support@amindfulmessage.info for booking, payment, cancellation or complaints; we can also route a complaint to your practitioner.
Your agreement and price
Choosing a practitioner does not commit you to pay. Review the named practitioner, exact time, duration and total before confirming. The agreed total includes any applicable tax; no card surcharge or automatic repeat-session subscription is added. Each session needs a separate agreement. Stripe securely handles card details and authentication.
Card hold and collection
For a paid session, Stripe places a temporary authorisation on your card after you confirm the proposal. This reduces your available balance; it is not a separate fee or escrow account. Collection requires a completed session and your own attendance confirmation. A session agreed at £0 requires no card hold or payment. Once the session starts, confirm attendance through your private session link during or after it, before your practitioner completes it. Your practitioner may offer an optional GAD-7 or PHQ-9 questionnaire; you may confirm attendance without health answers. This creates no questionnaire score and does not prevent completion or agreed payment. Answers and scores do not change the price. Optional feedback never controls payment. An authorisation that cannot cover the paid session is released and the booking is not secured by it. We do not save your card for future off-session session charges.
Separate booking consent
Before confirmation, AMM asks separately for explicit consent to use necessary appointment and attendance details, which may reveal use of practitioner services, to arrange this session and administer its payment. This also applies to free sessions. Accepting these terms is not that consent and does not authorise use of questionnaire answers. Use Withdraw booking consent on your private session link, or contact support@amindfulmessage.info if you cannot use the link or your request covers other bookings. The link control stops further attendance, questionnaire and feedback submissions for that session and cancels an open session, including after it starts. Completed history and original consent remain recorded; any payment is reviewed separately, with no automatic refund promised. AMM stops future use that depends on the withdrawn consent. Contact your practitioner about other arrangements if you do not consent. Your cancellation, refund and complaint rights remain; withdrawal does not invalidate earlier lawful processing or erase lawfully required records.
Optional questionnaires
Your practitioner decides whether to offer a questionnaire within their competence and explains its purpose. If you choose to answer, the platform stores and displays your answers for your practitioner without calculating a score or interpreting them. Your practitioner may independently calculate and record a total, labelled as a practitioner entry. You can review your answers before saving and inspect a receipt in the submitting browser view. Responses are not continuously monitored. The same general support notice appears regardless of answers; it does not notify your practitioner or summon help. Tell your practitioner about concerns directly. Contact your practitioner or AMM support if you cannot confirm attendance or dispute it; do not supply health answers merely to resolve a payment problem.
14-day cancellation and starting early
We give you 14 days from the day after you confirm the agreed purchase to cancel, including where equivalent statutory cancellation rights apply. Since appointments are within seven days, you must expressly request that the service starts during this period and acknowledge that the cooling-off right ends only after the service is fully performed. Starting the session alone does not end this right. Your rights concerning a faulty or undelivered service remain after completion.
Cancelling or stopping
Cancel through your private booking link or email support@amindfulmessage.info with a clear statement that you wish to cancel. No special form or reason is required. Before the session starts, cancellation is free and we release the card hold; there is no late-cancellation or no-show fee under this offer. If you wish to stop after the session starts, tell the counsellor immediately and contact support. Within the cooling-off period, any amount properly payable for service already supplied must be proportionate, based on the agreed total and actual service supplied, and depends on the required information and express early-start request having been provided. We do not automatically charge a full session as a cancellation penalty.
Refunds and problems
If no service is supplied, we release the hold or return any payment taken. Where a cancellation refund is due, we issue it without undue delay and within 14 days of being told, using the original payment method without a refund fee unless you expressly agree otherwise. Your bank may take additional time to show a released hold or refund. We do not deduct Stripe processing charges from a refund owed to you. If a service is not provided with reasonable care and skill, you retain applicable rights to repeat performance, a price reduction or other remedy. Attendance confirmation is evidence of submission, not a waiver of a complaint or conclusive proof that the service was satisfactory.
Help and complaints
Contact support@amindfulmessage.info for payment, booking or cancellation problems, or your practitioner for professional-care concerns. We investigate and explain the outcome and applicable escalation options, including any relevant professional-body complaints process or ADR information required at deadlock. You may also seek help from Citizens Advice or your card provider. You do not have to waive legal remedies or chargeback rights to use the service.
Optional cancellation form
To: support@amindfulmessage.info, A MINDFUL MESSAGE LTD, 128 City Road, London, EC1V 2NX. I give notice that I cancel my contract for the following service: [counsellor and agreed date/time or booking reference]. Ordered on: [date]. Consumer name and address: [details]. Date: [date]. Signature: [only if sent on paper]. This form is optional; do not include clinical information.
Privacy and safety
Keep your private links and downloaded agreement secure. The Privacy Notice is available at /privacy/notice. This service is not emergency care. In immediate danger call 999 or go to A&E.
Online safety reports and appeals
Do not share illegal content, pornography, abuse, hate, bullying, serious violence or graphic injury, or content encouraging suicide, self-harm, eating disorders, dangerous challenges or harmful substance consumption. Do not exploit or harass anyone. Legitimate clinical questions and support disclosures remain permitted. Report unsafe content or conduct, a failure to follow our safety duties, or challenge a content or account restriction at /safety or support@amindfulmessage.info without signing in. We limit client-visible information to the booking and professional information needed for the service, review reported content in context, may restrict unsafe content or account access, explain decisions where appropriate, and offer reconsideration. These protections apply to all clients, including those aged 16–17. This route is not emergency or continuously monitored clinical support. Do not email clinical records or illegal images.