Last updated 10 February 2025

Preamble & Definitions

For the purposes of these Terms and Conditions, the following definitions apply:

“Mayfair Therapy” (MT) refers to the provider of Employee Assistance Programme, responsible for delivering therapy, mediation, and advisory services.

“Client” refers to the business, organisation, or employer engaging Mayfair Therapy for EAP services.

“Employee” refers to an individual receiving support through the Employee Assistance Programme (EAP) as part of a client’s engagement with Mayfair Therapy. Also referred to as "the Client".

“Therapist” refers to the qualified mental health professional engaged by Mayfair Therapy to provide therapy services under the EAP.

“Services” refers to all professional services provided by Mayfair Therapy under the EAP, including therapy sessions, mediation, and advisory support.

“Agreement” refers to the contractual arrangement between Mayfair Therapy and the client outlining the scope, fees, and terms of engagement for the EAP.

‘Therapy’, ‘Therapy session’ ‘Appointment’ and/or ‘Therapy appointment’ (in-person and/or online/remote) is the time spent with the Therapist who will apply his chosen method of therapy application and modality.

‘Modality’ is a model of study for therapeutic application. Psychodynamic Therapy, Cognitive Behavioural Therapy, Eye Movement Desensitisation and Reprocessing are examples of psychotherapeutic modalities.

The ‘Session’ and/or ‘Appointment’ (in-person and/or online/remote) is the booked time slot and arranged time working with the ‘Therapist’.

‘Presenting Issue(s)’ or ‘Problem’ is what the Client wants to work on with the Therapist.

The ‘Goal’ is the therapeutic goal created collaboratively with input from both the Client and the Therapist and is what the Client would like to achieve as the desired outcome in therapy.

The ‘Desired Outcome’ is the desired result of the work that the Therapist and the Client work towards achieving.

The ‘Session Time’ in-person and/or online/remote is 50-or 75-minutes unless otherwise agreed.

“Insurer” or the “Healthcare Provider”: AXA PPP HEALTHCARE, AVIVA, ALLIANZ, BUPA, BUPA GLOBAL, CIGNA, CIGNA INTERNATIONAL, WPA, VITALITY HEALTH, AETNA (where applicable).

1. Scope of Services

1.1 Mayfair Therapy provides mental health and wellbeing support for employees through structured therapy sessions, mediation, and advisory services. The scope of the EAP is determined based on the employer’s referral and the employee’s needs, as outlined in the initial agreement. These terms and conditions apply to both in-person and online/remote therapy sessions.

1.2 The present therapeutic agreement is between the Client and the Therapist assigned to the Client by Mayfair Therapy Limited ('Mayfair Therapy'). By commencing therapy (in-person and/or remote/online), the Client agrees to the following terms and conditions and commits to ensuring that the attending employee is has read and understood these Terms and Conditions. By commencing a course of treatment, each time the Employee arrives to an in-person and/or online/remote therapy session s/he consents to have the session in the agreed modality at the time of the booking.

1.3 All new Clients are required to read and confirm the acceptance of the terms and conditions of this therapeutic agreement. Confirmation is made by ticking the box indicating acceptance of the terms and conditions prior to confirming and paying for a therapy session on the Mayfair Therapy website. If written confirmation is not provided for any reason, then by commencing therapy the Client agrees to the term & conditions of this agreement.

2. Client Obligations

2.1 Clients must provide timely, accurate, and complete information to facilitate effective service delivery.

2.2 Clients agree to cooperate in good faith, ensuring that necessary resources, personnel, and access are available as needed for programme execution.

2.3 Clients must communicate any relevant changes in circumstances that may impact the delivery of services.

2.4 The Therapist requires the Client to be truthful and work in the best interests of the agreement between the Therapist, the Client and the Employee.

3. Confidentiality & Data Protection

3.1 Third-Party Protection: All client and employee information is strictly confidential and will not be shared with third parties except as required by law.

3.2 Internal Data Sharing: Information sharing within a client organisation will be determined by the scope of work and explicit client instructions. Mayfair Therapy adheres to all UK data protection laws, including the UK GDPR.

3.3 Employee Confidentiality (EAP): Employee engagement with the EAP will remain fully confidential unless otherwise agreed with the employee’s consent.

3.4 Contact outside sessions is encouraged mainly for re-scheduling appointments. If there is a crisis the Client can leave a message by email or text and the Client’s Therapist will contact the Client as soon as they are available. Please be mindful that Mayfair Therapy is not a crisis service. If the Client requires emergency support please contact his/her GP, NHS 111 online service, or 999. In addition, the Client can call:

The Samaritans (24hr): 116 123, or email jo@samaritans.org

Saneline: 0845 767 8000 (6pm – 11pm).

Rethink: 0845 456 0455 (Mon – Fri, 10am – 2pm).

CALM: 0800 58 58 58 (Everyday, 5pm – midnight).

Maytree: 020 7263 7070 (http://www.maytree.org.uk/).

4. Fees & Payment Terms

4.1 EAP Programme Pricing: Fees for the EAP are as follows:

• Session-by-session: Paid per individual therapy session.

• Package Model: A structured programme (initial assessment, a set number of sessions, and a final report).

• Ongoing Subscription: Retainer-based access for continued employee support.

4.2 The fee for a 50-minutes uninsured/private psychotherapeutic session in-person or online/remote is £150, unless otherwise agreed. This fee is liable to change without notice and, in any case, will be subject to review every 6 months. The fee as listed on the Mayfair Therapy website is the current fee and will override any fees quoted in other documents, including these Terms and Conditions, marketing collateral or other correspondence.

4.3 A 50-minutes insured psychotherapeutic session will be covered by the Insurer. Excess fees will be covered by the Client and an invoice will be sent to the Client accordingly unless the Client wishes the insurance to be charged for the excess fees.

4.4 Payments for sessions are only taken at the time of booking. Session confirmation and an electronic receipt will be issued at the time of booking. There are no payment facilities at the therapy location and we do not accept cash.

4.5 Credit and debit cards and Paypal are accepted to pay for sessions on the website. The Client (employer), however, is obliged to pay any related transfer fees per transaction. The Therapist bears no responsibility for any transaction fees set by any third parties.

4.6 Invoices for insured and/or uninsured therapy sessions may be processed and emailed directly to the Client, or may be submitted directly to the Client’s insurance, by a third party (e.g., secretary/invoicing company). By commencing therapy, the Client gives consent and agrees for the invoices and any of his/her personal information that is used for invoicing (e.g., name, home address, email, DOB, insurance membership number, authorisation code) for insured and/or uninsured therapy sessions to be processed and emailed directly to the Client, or be submitted directly to the Client’s insurance, by a third party (e.g., secretary/invoicing company). The Client is entitled to expect that the information above will not be used for any other purpose rather than invoicing, will be kept confidential and stored safely.

4.7 If the Client  would like the Therapist to write any letters on their behalf, the time in preparing such letters will be charged £250. If the Client requires an extended report, the Client must discuss this with the Therapist. Please note that the Therapist needs a minimum of one week’s notice, if the Client requires any written documentation.

4.8 Letters to the Client’s medical insurance for the purpose of requesting further sessions or a referral to another medical professional will not incur any additional cost. A draft will be sent to the Client to check for any errors or omissions before agreeing the final version.

4.9 The Client is required to inform the Therapist in advance if they are seeking a professional letter of any kind or are seeking therapy as part of a legal claim.

5. Cancellation & Termination

5.1 Any insured or uninsured session (in-person and/or online) cancelled or rescheduled by the Client with less than seven days’ notice will be charged in full to the Client. Any sessions (insured or uninsured, in-person and/or online) that take place every other week (i.e., 14 days), that are cancelled or rescheduled by the Client with less than 14 days’ notice will be charged in full to the Client. Each appointment for uninsured Clients must be paid before or at the time of booking the appointment. Failure to do so will result in the Client forfeiting the session.

5.2 Cancellations can be done via the website booking portal by the Client, with a minimum of seven days before a session required for a refund in full, or a minimum of thirty (30) calendar days to cancel a subscription.

5.3 Seven days is exactly seven days of 24-hours prior to the arranged time – e.g., an appointment arranged for 2pm Monday must be cancelled by 2pm the Monday before. Similarly, 30 calendar days is exactly 30 days of 24-hours prior to the arranged session time.

5.4 There will be no refunds for cancellations made within the seven-day (or thirty (30) days for subscriptions). This applies under any circumstances including emergencies, illness, or any situations that are out of the Client’s control.

5.5 Short Notice or unplanned emergency sessions can be booked directly with the Therapist but under the same terms and conditions for bookings, payments, or cancellation period as with a standard session. Note that emergency out-of-hours sessions are available, but the billing rate for this service is greater than that for normal working hours. The rate for this service is £300/ hour. At the Therapist’s discretion, home or hospital visits may be undertaken. In such a case, travel time is billed at the same rate.

6. Refunds

6.1 ‘Booked Sessions’ by the Client must be paid for in full before the session at the time of booking. No refund will be issued for any cancellations or missed appointments with notice less than seven days, or thirty (30) days for subscriptions. This policy applies under all circumstances including emergencies, illness, or any situations out of the Client’s control.

6.2 The Therapist will not terminate the session before its agreed time. However, if the Employee or Client desires to finish a session earlier than the agreed time, a refund for the remaining time of the session will not be given.

7. Session Details and Therapist’s Discretion

7.1 Lateness: The Client is paying for the agreed time with the Therapist and at the agreed location (physical or online/remote). It is the Employee’s responsibility to attend the session on time. The Therapist will use best efforts to call and/or text the Employee within 10 minutes of the scheduled start time for any therapy session (in-person and or online/remote) if the Employee is late for the session. In addition, up to three call attempts will be made within 30 minutes of the scheduled start time if the Employee is late for the session. After 30 minutes the Therapist has no obligation to contact the Employee. The Employee will be also kept updated if the Therapist is likely to be delayed more than five minutes.

7.2 No refund will be given for any late arrival at the session under any circumstances. This includes emergency or unforeseen circumstances out of the Employee’s immediate control, as the seven-day (individual session) and one calendar month (subscription service) cancellation policy will still apply.

7.3 If the Employee arrives late, an extension of the agreed time or rescheduling the session will not be offered.

7.4 The Therapist is not required under any circumstances to go beyond the arranged session finishing time. The session will be terminated at the end of the arranged time even if the Employee has not reached his/her desired outcome.

7.5 The Therapist can only offer an estimate of the duration of therapy based on his clinical experience. This, however, is only an estimate and therapy can be extended or terminated based on the Employee’s needs and treatment’s progress.

7.6 Sometimes a Employee requires more time or less overall treatment time (ie total number of sessions) than expected and this can only become known after therapy has started. If the Employee is in any doubt at any point or has any questions relating to the agreed duration of therapy, the Employee must raise the appropriate questions with the Therapist during an agreed therapy session.

7.7 The Therapist reserves the right to terminate a session without a refund if it is considered that the Employee is a personal risk to him or anyone else in office or in the building. The appropriate services will also be alerted in all cases of violence or personal threats.

7.8 Personal threats, verbal or physical abuse and vandalism will not be tolerated, and the session will be immediately terminated. Subsequently, no refund or any monies will be given for the remaining time of the booked session.

7.9 Even though the agreed session time might be 50 minutes, the Therapist reserves the right to terminate the session if the Therapy is not considered in the best interest of the Employee. The Therapist reserves the right not to disclose the reason for the session’s termination. In these circumstances, no refund will be given.

7.10 When booking is made from outside the UK, the appointment time and further communication regarding the appointment will schedule in UK time, the Therapist’s current location. If the Employee has booked in the wrong time zone, the Therapist cannot be held liable for such error.

8. Professional Standards and Limitations

8.1 The Therapist will use reasonable care and skill in providing the service that the Employee chooses. Employees are different, and so is every therapy session. There are no guarantees of successful outcomes.

8.2 It is not the responsibility of the Therapist to achieve the desired outcome for the Employee. It would be unethical to provide a guarantee for a Employee’s treatment of therapy.

8.3 If the Client/ Employee is not satisfied with the therapy’s outcome, there is no refund. Mayfair Therapy does not accept any liability in relation to the therapy and modalities used in session.

8.4 Support animals are welcome, but clients must inform the therapist in advance. The animal's behaviour and welfare remain the owner's responsibility.

8.5 Children may accompany a parent to a therapy session, but there is no designated child waiting area and the child will need to stay in the Therapist’s consulting room.

8.6 Therapeutic treatment is only provided to adults over the age of 18.

8.7 Mayfair Therapy does not prescribe medications or provide advice on medical diagnoses, conditions, illnesses, or treatments. A referral to a prescribing psychiatrist is available upon request during a therapy session.

8.8 Mayfair Therapy does not offer financial or legal advice.

9. Liability & Indemnification

9.1 Insurance Coverage: Mayfair Therapy is fully insured against claims of professional liability.

9.2 Client Responsibility: Clients acknowledge that while services are provided with professional care, outcomes depend on multiple factors beyond Mayfair Therapy’s control. Clients (employers) remain responsible for implementing recommendations and corporate internal decision-making that may impact the effectiveness of the employee assistance programme.

10. Dispute Resolution

10.1 In the event of a dispute, the parties agree to engage in mediation and arbitration before pursuing litigation.

10.2 Jurisdiction: These terms and conditions are governed by and interpreted in accordance with English law. This applies to in-person and online/remote therapy sessions. In the event of any dispute arising in relation to these Terms and Conditions or any dispute arising in relation to the Therapist, whether in contract or otherwise, the English courts will have exclusive jurisdiction over such dispute.

10.3 The contracting party is the Client.

11. Compliance with Laws

11.1 Mayfair Therapy complies with all applicable employment, HR, and data protection laws, including the UK General Data Protection Regulation (UK GDPR).

12. Intellectual Property (IP) Rights

12.1 Ownership: Any intellectual property (IP) developed by Mayfair Therapy during the course of programme delivery remains the property of Mayfair Therapy unless explicitly excluded in the job scoping process.

12.2 Client Usage Rights: Clients may use deliverables, reports, or strategies developed during consultancy for internal purposes only unless otherwise agreed in writing.

13. Amendments & Updates

13.1 Review Period: These Terms and Conditions are reviewed quarterly to ensure compliance with best practices and legal requirements.

13.2 Notification of Changes: Any updates to these Terms and Conditions will be clearly communicated to all existing clients. Continued use of services after notification constitutes acceptance of the revised terms.

14. Data Protection and GDPR Compliance

14.1 Mayfair Therapy is committed to protecting the privacy and security of personal data in accordance with the UK General Data Protection Regulation (GDPR). We act as both a data controller and a data processor under the GDPR, depending on the nature of the personal data and the purpose of processing. Our Privacy Policy describes in more detail how we treat client data

14.2 For personal data processed in the delivery of EAP services, Mayfair Therapy ensures that data processing agreements are in place with clients to define the roles and responsibilities of each party. Mayfair Therapy takes appropriate technical and organisational measures to safeguard personal data against unauthorised access, loss, or destruction.

14.3 Under the GDPR, employees have rights regarding their personal data, including the right to access, correct, and erase personal data. Mayfair Therapy adheres to these rights and provides mechanisms for employees to exercise their rights in accordance with the GDPR.

14.4 When processing personal data, Mayfair Therapy adheres to the principles of data minimisation, purpose limitation, and storage limitation, ensuring that personal data is processed only to the extent necessary for the specified purpose and is retained only for as long as necessary.

14.5 Mayfair Therapy provides clients with information regarding our data protection practices, including our privacy policy, data retention policy, and security measures. Clients are encouraged to review this information to understand how personal data is handled in the provision of EAP services.

14.6 In the event of a data breach affecting personal data processed by Mayfair Therapy, we will comply with our obligations under the GDPR, including notifying the Information Commissioner's Office (ICO) and affected individuals as required.