Booking

Booking terms and cancellation policy

Last updated: 23 July 2026

These terms explain how bookings, payments, cancellations, rescheduling, bundles and refunds are handled. Please read them before making a booking. They form part of the agreement between you and the practitioner you choose.

Who your contract is with

These terms apply to services booked through the Collective Counselling website. Collective Counselling is a trading name used by Sherylynn Tetley and Jack Newhouse, who operate as independent sole traders.

If you book with Sherry, your contract is with Sherylynn Tetley, trading as Collective Counselling. If you book with Jack, your contract is with Jack Newhouse, trading as Collective Counselling.

In these terms, the practitioner with whom you book is referred to as “we”, “us” or “your practitioner”.

Services, prices and payment

• Individual counselling costs £20 for a 45-minute online session.
• Life coaching costs £20 for a 45-minute online session.
• Couples counselling costs £25 for a 60-minute online session.
• A five-session bundle costs £89, equivalent to £17.80 per session.
• The £89 bundle is currently available for individual counselling, couples counselling and life coaching.

Payment is taken in full when the appointment or bundle is purchased.

Bookings and payments are processed through Cal ID, with Stripe integrated as the payment processor.

Our prices are introductory and may change for future purchases. A price change will not affect a session or bundle that has already been purchased. The full price and session duration are shown before you pay.

The price displayed when you complete your booking is the price you will pay for that appointment or bundle. Changes to our prices will not be applied retrospectively to completed purchases.

Booking confirmation

A booking is confirmed only after the booking and payment process has been completed successfully. Until then, your appointment is not booked.

Your confirmation email is intended to show:

• the chosen service;
• the selected practitioner;
• the date and time of the appointment;
• the time zone in which the appointment is displayed;
• the amount paid;
• the cancellation and rescheduling deadline;
• a link to these terms;
• the practitioner who is supplying the service; and
• the expiry date where a bundle has been purchased.

The cancellation and rescheduling deadline is exactly 24 hours before the scheduled start time. Where the appointment and deadline are shown in your own time zone, they still refer to the same exact point in time, whichever time zone is displayed.

Your statutory right to cancel an online purchase

If you buy a service online, you will normally have 14 days after entering into the contract to cancel it without giving a reason.

If you are entitled to the statutory 14-day cancellation period, our ordinary 24-hour cancellation rule does not remove that right. Nothing in these terms affects your statutory consumer rights.

You can cancel within this period by:

• using the Cal ID cancellation facility;
• emailing collectivelycounselling@gmail.com;
• using the model cancellation form near the bottom of this page; or
• making any other clear statement that communicates your decision to cancel.

The relevant time is the recorded time at which your request was submitted or sent. We will acknowledge receipt of your cancellation promptly.

Early performance during the 14-day period

You may ask for a session to take place before the statutory cancellation period has ended. To do so, you must expressly request that the service begins during the 14-day period.

Once an individual session has been fully provided, the statutory cancellation right relating to that completed session may end. Where part of a bundle has already been supplied following an express request, you may still cancel the remaining bundle, but may be charged a proportionate amount for sessions already completed.

For a bundle cancelled within the statutory period, completed sessions are valued at the bundle rate of £17.80 each. No Stripe fee or other administration charge is deducted from a statutory refund.

Simply booking an appointment does not automatically waive your cancellation rights. Where an appointment is scheduled within 14 days of purchase, you will be asked to confirm this express request separately at checkout before payment.

Cancelling or rescheduling an appointment

At least 24 hours before the session

You may cancel or reschedule without charge until 24 hours before the scheduled start of your session.

• You may cancel or reschedule for any reason.
• No cancellation or rescheduling charge applies.
• A cancelled individual appointment is refunded to the original payment method.
• A cancelled bundle appointment is returned to your available bundle balance.
• An appointment may be rescheduled more than once, provided every request is submitted at least 24 hours before the appointment.
• Rescheduling does not extend a bundle’s expiry date.

Less than 24 hours before the session

Cancellations and rescheduling requests submitted less than 24 hours before the scheduled start time are treated as late cancellations. The appointment fee is normally non-refundable and the appointment cannot normally be moved to another date.

• The appointment is treated as a late cancellation.
• It cannot normally be rescheduled.
• The full individual-session fee is normally retained.
• Where a bundle was used, one bundle session is normally treated as used.
• Your statutory rights remain unaffected.

If the appointment is filled

If the cancelled appointment is filled by another paying booking, we will refund the late-cancellation charge or restore the session to your bundle.

Exceptional circumstances

We may choose to waive or reduce a late-cancellation charge in exceptional circumstances. Any exception is considered individually and is not guaranteed.

A discretionary partial refund may take account of genuine non-recoverable payment-processing costs and the loss caused by the cancellation, where this is legally permissible. No payment-processing deduction applies where:

• you have a legal right to a full refund;
• the practitioner cancels;
• Collective Counselling cannot provide the service; or
• a full refund is otherwise required by these terms.

How to cancel or reschedule

You can normally cancel or reschedule using the link in your booking confirmation. If that facility is unavailable, email collectivelycounselling@gmail.com. The recorded submission or sent time will be used when deciding whether the request met the 24-hour deadline.

The Cal ID link is the preferred method, but it is not the only valid way to exercise a statutory cancellation right.

Lateness and missed appointments

You are booking a particular appointment time. If you join late, we cannot normally extend the session because another appointment or commitment may follow.

• Sessions begin and end at the booked times.
• If you join late, the session will still end at the original finishing time.
• Time lost through lateness will not be added to the end or refunded.
• Your practitioner will normally remain available for 15 minutes.
• If you are more than 15 minutes late, your practitioner may treat the appointment as a no-show.
• If your practitioner chooses to continue after 15 minutes, the session must still finish at its scheduled time.
• A no-show is non-refundable.
• A no-show deducts one session from a bundle.
• Your statutory rights remain unaffected.

If your practitioner is late

Less than 15 minutes late

• We will make up the lost time at the end of the appointment where reasonably possible.
• If this cannot be done, we will add the lost time to your next session.
• If there will be no further session, we will offer an appropriate partial refund.

Fifteen minutes or more late

Where your practitioner is 15 minutes or more late, you may choose between:

• continuing the session, if both parties agree;
• a replacement appointment at no extra cost; or
• a full refund.

You will not be asked to purchase another session to receive time that we failed to provide.

If we need to cancel

If your practitioner needs to cancel an appointment, you may choose to:

• reschedule it at no additional cost;
• return the appointment credit to an active bundle; or
• receive a full refund to the original payment method.

We will begin processing any refund promptly. The time taken for a refund to appear can depend on Stripe, your card provider or your bank, so we cannot guarantee an exact banking timescale.

Online sessions and technical problems

• Google Meet is the default platform for sessions.
• WhatsApp may be arranged as an alternative by agreement.
• A camera is not required, and you may choose an audio-only session.
• You are responsible for having a suitable device, internet connection and sufficiently private location.
• Both parties should make reasonable efforts to reconnect if the connection is lost.
• Sensitive session content should not be continued through ordinary email.

No online platform can be described as completely secure or risk-free, and we do not describe Google Meet, WhatsApp or any other service in that way.

If you have technical problems joining

• Your practitioner will remain available and make reasonable efforts to reconnect for up to 15 minutes.
• The appointment will still end at the original scheduled time.
• Audio-only communication may be used where practical.
• WhatsApp may be used if both parties agree.
• If you cannot join or reconnect within 15 minutes, the session may be treated as a no-show.
• The session is not normally refunded or rescheduled where the problem is caused by your equipment, internet connection or surroundings.

We keep discretion to respond differently in exceptional circumstances.

If we have technical problems

Where fewer than 15 minutes are lost, we will:

• extend the appointment where possible;
• otherwise add the time to your next appointment; or
• if there will be no next appointment, offer a proportionate refund.

Where 15 minutes or more are lost because of our equipment, our connection, an incorrect or defective joining link, or another issue reasonably within our control, you may choose:

• a replacement appointment at no additional cost; or
• a full refund.

For a bundle, you may instead choose to have the session restored to the bundle.

Widespread or external technical failures

Where neither party is responsible for a widespread platform or communications failure, we will normally offer one replacement appointment without charge. If a suitable replacement cannot reasonably be arranged, you may request a refund instead.

This applies where Google Meet, WhatsApp or another essential service is experiencing a widespread outage, or where an extreme event outside either party’s reasonable control prevents the session. A refund is available where a replacement cannot be provided within a reasonable time or would cause significant inconvenience. Nothing in this section removes your statutory consumer rights.

Five-session bundles

• A bundle costs £89.
• It contains five sessions.
• The equivalent bundle price is £17.80 per session.
• Bundles are available for individual counselling, couples counselling and life coaching.
• A bundle is purchased for the service and practitioner selected during booking.
• It is initially tied to the selected practitioner.
• It cannot be transferred or sold to another person.
• You may contact us to request a transfer to the other practitioner.
• Any practitioner transfer is subject to suitability and availability.
• A bundle expires 12 months after the purchase date.
• Your confirmation email is intended to show the exact expiry date.
• We aim to send a reminder approximately 30 days before expiry.
• Rescheduling does not reset or extend the expiry date.
• A late cancellation or no-show counts as one used bundle appointment.
• Unused appointments normally expire at the end of the 12-month period.
• We may allow a short extension in exceptional circumstances, but this is discretionary and not guaranteed.

Cancelling a bundle during the statutory period

• If you cancel during a valid statutory cancellation period before any sessions have been provided, we refund the full £89.
• Where sessions have already been completed following an express early-performance request, we deduct £17.80 for each completed session and refund the remaining balance.
• We do not deduct Stripe fees or administration charges from a statutory refund.

Ending a bundle after the statutory period but before expiry

If you end a bundle after the statutory period but before it expires, we work it out like this:

• Completed sessions are recalculated at the standard individual-session price that applied to that service when the bundle was purchased.
• Sessions forfeited through late cancellation or non-attendance are treated as used sessions.
• We refund any balance remaining from the original £89.
• You will never be asked to pay more than the £89 already paid.

The current standard single-session values are:

• Individual counselling: £20
• Life coaching: £20
• Couples counselling: £25

If two individual counselling sessions have been used, £40 would be retained and £49 would be refunded.

If two couples counselling sessions have been used, £50 would be retained and £39 would be refunded.

This calculation uses the standard single-session price that applied when the bundle was purchased.

If a practitioner stops providing sessions

If your selected practitioner stops providing the service while your bundle remains active, you may choose either:

• to transfer the remaining appointments to the other practitioner, subject to suitability and availability; or
• to receive a refund for the unused appointments.

Where the disruption is caused by Collective Counselling, we will:

• refund unused sessions at their bundle value of £17.80 each;
• not recalculate earlier sessions at the higher single-session price; and
• not deduct payment-processing fees.

If Collective Counselling stops operating, we will refund every unused and unexpired bundle session at £17.80 per remaining session.

How refunds are paid

• Refunds are returned to the original payment method where this is supported by Stripe.
• We will begin processing an agreed refund promptly.
• Where a legal deadline applies, the refund will be initiated without undue delay and within that deadline.
• The time taken to appear in your account may depend on Stripe, the card issuer and your bank.
• We cannot guarantee the processing time of an external financial provider after the refund has been submitted.

If Stripe cannot return the payment to the original method, we will contact you to agree an appropriate alternative.

Ending the working relationship

Either you or your practitioner may decide to end future sessions. Your practitioner may decline or end the service where:

• the service no longer appears suitable;
• you require support outside the stated scope;
• attendance or conduct prevents the sessions from continuing appropriately;
• there is threatening, abusive or seriously inappropriate conduct; or
• continuing would conflict with legal or safeguarding obligations.

Ending future sessions does not remove your right to a refund for services not provided. Where we end an active bundle, we will refund unused appointments at £17.80 each, unless you freely choose to transfer them to the other practitioner.

Complaints

We aim to respond openly and fairly if you are unhappy with any part of the service.

Complaints should be emailed to collectivelycounselling@gmail.com. Where possible, please include:

• your name;
• the practitioner involved;
• the date of the relevant appointment;
• a description of your concern; and
• what outcome you would like considered.

We aim to:

• acknowledge your complaint within five working days;
• provide a substantive response within 20 working days; and
• if more time is required, explain the reason and provide a revised response date.

Please also note:

• The independent sole trader who supplied the service remains responsible for responding.
• The other practitioner will not access confidential session information merely to review a complaint unless you agree or another lawful basis permits it.
• Collective Counselling is not registered with BACP, NCPS, UKCP or another professional counselling body, so those organisations cannot investigate a complaint about Collective Counselling.

Possible outcomes may include:

• an explanation;
• an apology;
• an adjustment to future arrangements;
• a replacement appointment;
• a partial or full refund; or
• ending the working relationship.

Nothing in this complaints process affects your statutory rights or prevents you from seeking independent consumer advice or pursuing another remedy available under applicable law.

Your legal rights

Nothing in these terms excludes or restricts any right or remedy that cannot legally be excluded or restricted. Services must be provided with reasonable care and skill. Depending on the circumstances, you may have rights including repeat performance or an appropriate reduction in price.

Governing law

These terms are governed by the laws of England and Wales. If you live outside England and Wales, you may also have mandatory consumer rights under the laws that apply where you live. Nothing in this section removes any protection that must legally apply to you.

Model cancellation form

You do not have to use this form, and you may cancel through any other clear statement. You may copy it into an email. A handwritten signature is not required.

Legal and contact information

Collective Counselling is a trading name used by Sherylynn Tetley and Jack Newhouse, who operate as independent sole traders.

Sessions booked with Sherry are supplied by Sherylynn Tetley, trading as Collective Counselling.

Sessions booked with Jack are supplied by Jack Newhouse, trading as Collective Counselling.

Email:
collectivelycounselling@gmail.com

Correspondence address:
21 Manor Way
Sutton in Craven
North Yorkshire
BD20 7PN
UK