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Terms & Conditions for Private Clients

  1. Who we are and when these Conditions apply
    1. We are Mable Therapy Ltd (β€œwe”, β€œus”, β€œour”) registered in England and Wales under company number 09529674 and have our registered office address at 1 Aire Street, Leeds LS1 4PR. We provide speech and language therapy and counselling services to children and young people (β€œServices”). These Conditions apply to the provision of our Services to you (β€œyou”, β€œyour”) in order that we can support your child or young person (a β€œUser”).
    2. By booking Services on our innovative, online video platform (β€œPlatform”) you agree to comply with and be bound by these Conditions. These Conditions will form the basis of the contract between us (β€œContract”). We recommend that you print a copy of these Conditions for future reference. If you do not agree to these Conditions, you must not use our Platform and unfortunately, we will be unable to provide Services to you.

  2. Appointment bookings and payments
    1. When you register with us, you will be asked to provide your card details which will then be saved securely to your Mable account (β€œSaved Payment Method”) in accordance with our privacy notice and used as your default payment method for any therapy session you book via our Platform (a β€œSession Booking”).
    2. By providing a Saved Payment Method, you authorise us to charge that Saved Payment Method the relevant fee for each Session Booking. Each Session Booking will be charged to your Saved Payment Method 48 hours before the start of that Session Booking. If we attempt to take payment 48 hours before the Session Booking and the payment fails, we will try again 24 hours before the start time of the Session Booking. If the Session Booking is booked less than 48 hours in advance, your card will be charged 24 hours before the Session Booking (or such other time prior to the Session Booking). 
    3. Pricing for our Services can be found on our website at (β€œWebsite”).

  3. Cancellations (to be read in conjunction with clause 8 below)
    1. If you cancel a Session Booking via the Platform with more than 24 hours’ notice you can either reschedule the Session Booking or receive a full refund of the amount paid to the Saved Payment Method or such other original payment method. 
    2. Subject to clause 8 below, if you cancel with less than 24 hours’ notice, the Session Booking will be fully charged. 
    3. In the unlikely event, our therapist cannot attend a Session Booking, you will have the right to reschedule the Session Booking or receive a full refund of the amount paid to the Saved Payment Method or such other original payment method.
    4. If the User fails to attend or arrives late for a Session Booking, the full price of that Session Booking is still fully chargeable and we cannot guarantee that a full Session Booking will be delivered if the User arrives late, as agreed time slots must be adhered to.

  4. Supply of Services by us
    1. We warrant that we shall supply the Services with all reasonable care and skill and our therapists shall operate to high clinical and ethical standards. Our speech and language therapists are all members of the Royal College of Speech and Language Therapists and registered with the Health and Care Professionals Council (HCPC). Our counsellors are either members of the British Association for Counselling and Psychotherapy (BACP) or the National Counselling Society (NCPS).
    2. All adults that come into contact with Users have been subject to a clear Enhanced DBS check and our therapists and counsellors have been thoroughly and appropriately vetted in accordance with the guidelines of their relevant professional body or association.

  5. Service requirements
    1. You shall cooperate with us in all matters relating to the Services and provide us with such information and materials as we may reasonably require in order to supply the Services.
    2. Please ensure Users have a suitable, quiet environment to receive the Services in accordance with our reasonable requirements.
    3. You are responsible for managing the relationship between and ensuring the proper participation and timely involvement of Users, necessary for the provision of Services by us.
    4. We reserve the right to refuse or discontinue providing the Services to you/a User at any time if we deem it clinically inappropriate or are unable to deliver the Services to a high standard. This includes if you/a User or any other third party are abusive to our staff or therapists or do not adhere to these Conditions.
    5. Session Bookings are delivered via our Platform. As such, Users must have access to the appropriate hardware and software, as advised by us, in order for Session Bookings to run smoothly. Session Bookings must take place using a PC, laptop or tablet and will not work on smartphones. The device being used must have a relatively good specification, preferably under 5 years old. Users must join Session Bookings via the internet browser Google Chrome, unless their device is an Apple iPad, in which case they should use Safari.
    6. It is your responsibility to maintain a reliable, fast, stable and secure internet connection and to meet any minimum technical requirements as notified by us, for the provision of services. Any failure to meet such requirements may result in a failure to be able to use the Services or receipt of a sub-optimal service quality, for which we shall not be liable.
    7. We do not guarantee that our Website and Platform will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and applications in order to access our Website and Platform. You should use your own virus protection software.
    8. You are strongly recommended to carry out the advised technical test before your first Session Booking and before using a new device to access a Session Booking. We shall not be responsible for non-attendance, late arrivals or disruption to Session Bookings due to you experiencing technical problems with your device or internet connection, save where the technical problems are our fault, in which you case you will receive a refund (on a pro-rated basis) for the affected portion of the Session Booking.

  6. Account security
    1. You must ensure your login details to the Platform are kept secure and treat such information as confidential. You must not disclose it to any third party other than a User for access purposes.
    2. If you know or suspect that anyone other than you or a User knows your login details, you must promptly notify us using the contact details at the end of these Conditions. 
    3. We have the right to disable login details, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you or a User have failed to comply with any of the provisions of these Conditions.
    4. If we have reasonable reason to believe there is likely to be a breach of security or misuse of the Platform through your account or the use of your login details, we may notify you and require you to change your password, or we may suspend or terminate your account with us. 

  7. Ownership of content
    1. We are the owner or the licensee of all intellectual property rights in our Website and our Platform, and in the material, content and interactive games (β€œWorks”) published on them. Such Works are protected by copyright laws and treaties around the world. All such rights are reserved.
    2. The Works are for the personal use of you/a User and you/a User must not use or copy any part of the Works for any other purpose.

  8. Your Legal right to change your mind
    1. As you are purchasing our Services online via our Platform, you have the legal right under the Consumer Contracts Regulations 2013, to change your mind and cancel your Session Booking, within 14 days of making such booking. If you choose to cancel in accordance with this right, you will receive a full refund of the fee paid for the Session Booking. Such cancellations can be made through the Platform and we will refund you as soon as possible, but no later than within 14 days, to the Saved Payment Method.
    2. If you choose to book a Session Booking that is scheduled to take place within 14 days of you making the booking, then you will need to confirm to us (via the Platform during the booking process) that notwithstanding the fact that your legal cancellation period is still running, you want us to provide the Services to you on the scheduled date and acknowledge that this will mean that you will lose your right to cancel once the Services have been fully performed (i.e. the Session Booking has taken place) and you must pay for any Services provided up to the time you cancel.
    3. In addition, we extend your legal rights so that in the circumstances set out in 8.B above (and in the event that your Session Booking is scheduled to take place more than 14 days in advance) you can still benefit from our 24-hour cancellation policy [as set out in clause 3 above.]

  9. Our responsibility for loss or damage suffered by you
    1. During this Contract, we shall maintain in force insurance policies with reputable insurance companies, against all risks that would normally be insured against by a prudent businessperson in connection with the risks associated with the provision of the Services.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
    3. We're responsible for losses you suffer caused by us breaking this Contract unless the loss is:
      c1. Unexpected: If we fail to comply with these Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us prior to making a Session Booking.
      c2. Caused by a delaying event outside our control: We're not responsible for delays outside our control. If our supply of the Services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any Services you have paid for but not received.
      c3. Avoidable: Something you could have avoided by taking reasonable action, including following our reasonable instructions in connection with the provision of the Services.
      c.4 A business loss: We only supply the Services to you/a User for domestic and private use. If you or a User use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
      c.5 Viruses and damage to computer equipment: We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Website and/or Platform or to your downloading of any content on it. You should therefore ensure that your devices used to access the Website and Platform are protected against viruses and harmful code.
      c.6 Digital Content: Any digital content we supply via the Platform does not constitute individual advice and furthermore we cannot guarantee that the skills and suggestions in it will work for you personally or for your child/young person.

  10. Ending the contract and suspension of Services
    1. You or we may terminate the Contract with immediate effect by giving written notice to the other party if the other party commits a material breach of these Conditions and (if such a breach is remediable) fails to remedy that breach within 14 days of that party being notified in writing to do so.
    2. We shall be entitled to suspend provision of the Services to you and/or cancel Session Bookings, without liability to you, if:
      (a) despite our reasonable efforts, we are not successful in taking full payment for a Session Booking prior to its scheduled start time; or
      (b) in our reasonable opinion, you have failed to provide a suitable environment for therapy, or you are affected by technical issues (which are not our fault) and, consequently the provision of Services at that time is prejudicial to the Session Booking or otherwise to the delivery or ongoing delivery of Services by us.
    3. Session Bookings suspended or cancelled in accordance with 10.B, shall be treated as a late cancellation and the provisions of clause 3.B shall apply.

  11. Privacy & Safeguarding
    1. We shall comply with all applicable data protection legislation in the provision of the Services to you/a User. How we use any personal data you or a User gives to us is set out in our Privacy Notice a copy of which can be found here:
    2. Confidentiality lies at the heart of our code of professional conduct. Each therapist we use is accredited by and abides by the code of practice of their relevant professional body or association.
    3. A copy of our full safeguarding policy is available upon request.

  12. Other important terms apply
    1. We can transfer our Contract with you, so that a different organisation is responsible for supplying the Services. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Contract.
    2. You can only transfer your Contract with us to someone else if we agree to this.
    3. This Contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
    4. If a court invalidates some of this Contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
    5. Even if we delay in enforcing this Contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
    6. We may amend these Conditions from time to time. We will publish any updated Conditions on our Website and Platform and you will be legally bound by the updated and amended Conditions from the first time that you use the Platform after we publish the changes. It is your responsibility to check these Conditions from time to time to verify any such updates or amendments.
    7. These Conditions are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

  13. How to contact us
    1. If you have any queries regarding these Conditions or our Services, you can contact us as follows:

Contact Us

By telephone: 0800 024 8646

By email:

By message sent via our website: