1. Introduction

1.1 These Terms & Conditions (“Terms”) set out the basis on which Alexandra Kalogeropoulou CBT Therapist (trading as Alexandra Kalo Therapy, owner of https://www.alexandrakalotherapy.com/) provides psychological therapy and related services to clients (“you”, “client”).
1.2 By booking an appointment or attending a session, you accept and agree to these Terms. If you do not agree, please contact us before booking.

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2. Practitioner & Contact

2.1 Provider: Alexandra Kalogeropoulou CBT Therapist — website: https://www.alexandrakalotherapy.com/
2.2 Contact email for appointments, cancellations, GDPR requests and complaints: alexandrakalotherapy@gmail.com.
2.3 Professional details: BABCP Membership Number: 00001026682

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3. Services

3.1 Services may include: assessment, CBT sessions (online), psychological coaching, group workshops and any other services described on the website. Session length, format and fee are set out on the website or booking confirmation.
3.2 Therapy is a collaborative process, and outcomes are not guaranteed.

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4. Booking & Payment

4.1 Booking is confirmed once you receive a booking/confirmation email and payment instructions (where relevant). Payment methods accepted are listed at booking (card, bank transfer, booking platform).
4.2 All fees are quoted in pounds sterling (GBP) and are inclusive of VAT as stated at booking. Where any third-party payment fees apply they will be displayed at checkout.

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5. Cancellation, Rescheduling & Refunds 

5.1 Cancellation/rescheduling by client:

• If you cancel or request rescheduling more than 48 hours before the scheduled session start time — no fee; you may either reschedule or receive a refund if pre-paid.

• If you cancel between 24–48 hours before the session — 50% of the session fee is payable (or retained from any pre-payment).

• If you cancel less than 24 hours before the session or do not attend (no-show) — full session fee is payable (no refund).

5.2 Cancellation/rescheduling by practitioner:

If I must cancel or rearrange an appointment I will offer an alternative time or provide a full refund of any pre-payment for that session.

5.3 Refunds: Refunds, where permitted, will be processed to the original payment method within 14 days of the refund decision. Statutory consumer rights apply (see 5.5).

5.4 Packages / block bookings: For pre-paid packages (e.g., 6-session block), unused sessions may be rescheduled subject to availability. Refunds for partially used packages are handled pro rata, less any short-notice cancellation charges in clause 5.1.

5.5 Statutory cooling-off (distance contracts): If you booked a service at a distance (online or by phone) you may have a statutory right to cancel within the 14-day cooling-off period under the Consumer Contracts Regulations. If you ask for the service to start during that period, I can charge for the part of the service already provided up to the cancellation date. (Official guidance: Consumer Contracts Regulations 2013). assets.publishing.service.gov.uk

5.6 Exceptional circumstances: In cases of medical emergencies, bereavement or significant technical failure, I may waive cancellation charges at my discretion.

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6. Missed / Late Attendance & Session Length

6.1 Please join on time. Sessions will end at the scheduled time. If you are late the session may be shortened but full fee remains payable unless otherwise agreed.
6.2 Missed sessions (no-shows) are charged in full as per clause 5.1.

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7. Clinical matters, emergencies & limits of confidentiality

7.1 Confidentiality: All personal data and session content are kept confidential, except where disclosure is required by law, or where there is a serious and imminent risk of harm to you or others, suspicion of abuse of a child or vulnerable adult, or where a court order requires disclosure. This means I will normally try to discuss any intended disclosure with you first.
7.2 Emergency / crisis: I am not available 24/7. If you are in immediate danger or require urgent medical assistance please contact emergency services (999) or your GP/out-of-hours services. If you are overseas at the time of crisis, use local emergency services.
7.3 Record of sessions: I will keep brief clinical notes for practice and continuity of care, and these are stored securely (see Data Protection section). Record retention periods are set out in clause 11.

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8. Online / Teletherapy specific information

8.1 If receiving therapy online you should ensure you are in a private, quiet space with good internet connectivity. Online therapy has specific limitations (non-verbal cues, technical failure). By attending you accept those limitations.
8.2 I use reputable, secure video platforms; please see the Privacy section for details on processors.

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9. Professional conduct & complaints

9.1 If you have a concern please raise it directly via contact@alexandrakalotherapy.com. I will acknowledge a complaint within 7 days and aim to complete investigations within 28 days. If you remain dissatisfied you may escalate to my professional body (insert accreditation body name) — see site for contact details.

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10. Liability

10.1 Nothing in these Terms excludes or limits liability for death or personal injury resulting from negligence, or for fraud. Otherwise, and to the extent permitted by law, my liability for losses you suffer as a result of using the services is limited to the total fee paid for the relevant session(s).

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11. Data protection, privacy & GDPR (UK & EU)

11.1 Data controller: Alexandra Kalo Therapy is the data controller for the information you provide. Contact: alexandrakalotherapy@gmail.com.

11.2 Personal data collected: name, contact details, health & medical history relevant to therapy, session notes, appointment and payment records, technical data (IP, device), and any information you volunteer in sessions.

11.3 Lawful basis for processing: I rely on one or more lawful bases as appropriate: (a) consent (for certain marketing or optional processing), (b) performance of a contract (providing therapy), and (c) legal obligations (record keeping, safeguarding), and in some cases, legitimate interests (practice administration). I will document the lawful basis for each processing activity. 

11.4 Special category data: Health and therapy notes are “special category” personal data and are processed only where necessary and with appropriate safeguards — typically under Article 9 GDPR conditions (health care provision / vital interests / explicit consent where required).

11.5 How your data is used: to assess and provide therapy, communicate appointment information, billing, clinical governance, and (with consent) occasional practice updates. I do not share your clinical information for marketing without explicit consent.

11.6 Third-party processors: I may use third-party processors (secure booking systems, payment processors, video conferencing providers, cloud backup). I only work with providers that implement appropriate security and that act as processors under contract. If any processors transfer data outside the UK/EEA, appropriate safeguards (e.g., standard contractual clauses) will be used. You may request details of processors at any time.

11.7 Data security: I use appropriate technical and organisational measures to protect data (encrypted devices, password protection, secure platforms). No method of transmission over the internet is 100% secure; where you are concerned about security please discuss alternatives.

11.8 Data retention: GDPR does not specify exact retention times; retention should be as long as necessary and reasonable given legal/regulatory needs. In private therapy practice, it is common to retain adult client records for a minimum of 7 years after the end of therapy. If you want records deleted earlier, see clause 11.10.

11.9 Your rights: you have the right to: access your personal data (subject access request), rectification, erasure (in certain circumstances), restriction of processing, data portability, object to processing, and to withdraw consent where consent is the lawful basis. Where requests are made, they will usually be fulfilled within one month (extended where complex) in line with ICO guidance. You also have the right to complain to the ICO. ico.org.uk

11.10 Exercising rights / Subject Access Requests (SARs): To request access, correction or deletion, email alexandrakalotherapy@gmail.com with details and proof of identity. Where erasure is requested I will assess legal or regulatory obligations that may require retention (e.g., safeguarding records, professional liability). If a full deletion is not possible, I will explain why.

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12. Intellectual property

12.1 Website content (text, images, resources) is owned by Alexandra Kalogeropoulou CBT Therapist or used under licence. You may not copy or reproduce content without written permission.

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13. Links to other websites

13.1 The site may link to third-party sites. I am not responsible for their content or privacy practices.

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14. Changes to Terms

14.1 I may update these Terms from time to time. Material changes will be notified on the website or by email to active clients.

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15. Governing law & jurisdiction

15.1 These Terms are governed by the laws of England & Wales. Any dispute will be subject to the non-exclusive jurisdiction of the Courts of England and Wales.

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16. Entire agreement

16.1 These Terms and any documents referred to constitute the entire agreement between us in relation to their subject matter.