The basis on which we work.

Booking and payment

Most sessions are paid at the point of booking. Block bookings are paid in advance. Reduced-fee sessions are agreed in writing before the work begins. Fees are reviewed annually and we will give you sixty days’ notice of any increase that applies to an in-progress arc of work.

Cancellation

You may cancel or reschedule any session up to twenty-four hours before the start time, using the link in your confirmation email. After that point the full session fee is charged. If you genuinely cannot attend due to illness or an emergency we will use our judgement; we are not unreasonable, but we are clear with our practitioners that their time is held for you.

Confidentiality

What you say in the room stays in the room, with one set of exceptions: if your practitioner has reason to believe you or someone else is in immediate serious danger, they may need to act on that. This is the standard professional limit and we will discuss it in your first session.

Practitioner supervision

All our practitioners are in clinical supervision, as required by their professional bodies. Supervision is anonymised: your name is not used and no information that could identify you is shared.

Complaints

If something we have done is not right, please tell us first. Email hello@ownyourbooking.com and we will respond within two working days. If we cannot resolve it together, each practitioner is accountable to their own professional body (the BACP, the BPS or the BANT depending on practitioner) and you may complain directly to that body.

Variations

We may update these terms from time to time. Any change is published here with a dated note; the version that applies to your work is the one current at the time you booked the session.

Last updated: 17 May 2026.