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You will find our Terms and Conditions and key policy information on this page. 

Note that we are a start-up and a not for profit company. While we have planned and prepared carefully, our processes and systems are evolving.  Please use our contact form if you have any complaints,  or for any additional  information, or to inform us of broken links, or lack of web-page functionality, etc


Information we collect about you

Information we collect about you

We will use information we collect about you:

1.     to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;

2.     to improve our site to ensure that content is presented in the most effective manner for you and for your user friendliness;

3.     to allow you to participate in interactive features of our service, when you choose to do so;

4.     as part of our efforts to keep our site safe and secure;

5.     to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;

6.     to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.


Information you give to us

We will use this information:

1.     to carry out our obligations arising from any contracts entered into between you and us relating to occupational therapy consultations and to provide you with the information and services that you request from us;

2.     to provide you with information about other services we offer that are similar to those that you have already received or enquired about;

3.     to provide you with information about goods or services we feel may interest you. If you are an existing client, we will only contact you by electronic means (email or SMS) with information about services similar to those you have previously received or enquired about;

4.     to notify you about changes to our services or services;

5.     to ensure that content from our site is presented in the most effective manner for you and for your user friendliness.

Information we receive from other sources

We may combine this information with information you give to us and information we collect about you. We may us this information and the combined information for the purposes set out above (depending on the types of information we receive).


Data storage

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the processing of your payment details. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

We share all consultation notes collected during paid sessions with you. We do not share this information with anyone else, unless there is a risk or safeguarding issue which we will discuss with you, if relevant. 


We share our consultation notes collected during paid sessions with you. Patients have the right to see and receive a copy of information we hold about them in their Health Record. This is known as the right of subject access. This page informs you who can make a subject access request, and how to make one.

The right to subject access is contained within two acts of parliament:

The Data Protection Act 2018 – covering access to the records of living individuals

The Access to Health Records Act 1990 – covering access to the records of deceased patients.

As a healthcare provider, we ensure that we comply with the requirements of public authorities and GDPR to demonstrate that they are adequately protecting patient information.

We are keen to be as transparent as possible. If you would like any further information on how we are responding to GDPR requirements please email us HERE




We welcome feedback on what has worked well for you and encourage you to get in touch and share this, along with any ways that we can do better. We always engage with feedback and thank you for sharing your thoughts. We also welcome reviews and testimonials, or your can email  



We always try to provide the best possible care that we can, but sometimes things can go wrong and there may be times when you feel that you have reason to complain. You can either contact us informally to discuss any concerns that you have, or contact us with a formal complaint. Please state your complaint as clearly as possible as this will help us to investigate it quickly and thoroughly. If you think it would help, we are happy to meet with you to discuss the complaint. This can often be the most effective way of resolving problems. We always engage with people who complain and welcome the opportunity to reflect on ways we can improve. Please fill out a contact form or email


We try to acknowledge all complaints within 3 working days. Once acknowledged we will agree with you how long it will take for you to receive a response. Our written response will advise you of the outcome, including a full explanation and apology, where appropriate. We will also inform you of any problems that we have identified and the improvements that we are making to prevent them from happening again.


If you find it difficult to complain, you can contact the Independent Health Complaints Advocacy service (IHCA) for support and guidance. The Advocacy People provide the service in this area and their contact number is 0330 440 9000. Further information can be found on The Advocacy People website.


If you remain dissatisfied with our response you can contact The Parlimentary and Health Service Ombudsman, who can assess whether your complaint has been dealt with correctly and fairly.


The Parliamentary and Health Ombudsman

Millbank Tower




Tel: 0345 015 4033



Our service is to try and be as helpful as possible and make sure you get the right support and care. Our recommendations are based on the information that you supply at the time of the consultation. We do our utmost to make sure, based on the information you give to us, that our advice is correct. We are not responsible for a change of mind or if you decide you don’t like your equipment or paid session in hindsight. There is no compensation for free sessions. However, we would like to hear your complaint and encourage you to contact us using the contact form or by email to

For all sessions, it is important that you consult your GP if you require personalised information about any medical matter. The information provided in group sessions is not personalised advice and should not be treated as such.  It does not substitute for professional personalised medical advice and you should  not assume content is medical advice, diagnosis or a treatment recommendation. 


If you think you are suffering from any medical condition you should seek immediate medical attention, without delay, by calling 999 in the UK. You must never disregard medical advice given to you, nor discontinue medical treatment.



Terms and Conditions (Version 1.2)

  1. Provision of services. Life Balance Therapy CIC

Any person working for us calling themselves an Occupational Therapists will:

Have the necessary qualifications, experience, knowledge, and skills to provide the occupational therapy services we have agreed to carry out for you.


All Occupational Therapists:

  • Adhere to the Royal College of Occupational Therapy (RCOT) guidelines and code of conduct. A copy of the RCOT code of conduct can be obtained from: 

  • Have an up to date enhanced DBS check (within the last 2 years or have the ability to be checked via the online system).

  • Are registered with the Health Care and Professions Council (HCPC). HCPC standards for registration can be obtained from:

  • Receive regular supervision.

  • Have appropriate insurance.

  • Maintain detailed and accurate records in accordance with the Royal College of Occupational Therapy guidelines.

  • Maintain confidentiality.

  • Provide or recommend suitably qualified additional professionals in order to meet the assessment need.

2. Cancellation:

Face to Face Appointments

You have the right to cancel your agreement with Life Balance Therapy CIC within more than 48 hours before the appointment without giving a reason. To cancel the agreement, you must inform us (Life Balance Therapy CIC) in a clear statement (e.g. use the website or by post,  email or WhatsApp). We will send an acknowledgement once we receive it. if you cancel within 48 hours of your appointment or you will lose the deposit if we are unable to replace your booking.  The balance of payment is taken just before the session and must be paid in advance of the session.   If you are booking the bespoke initial assessment with report you may be liable for the reasonable costs of the those services already provided, including any admin or preparation time.


Online Bookings

For online bookings, if an appointment or session is agreed and deposit paid you may cancel or reschedule if more than 24 hours before the appointment, without penalty and with a full refund of your deposit.  The balance of payment is taken just before the session and must be paid in advance of the session.


Free virtual meetings

Where a free meeting is offered, Life Balance Therapy will moderate the session. The session is not a therapy session and should not be treated as such, it is a social opportunity and information may not be personalised to you, and you should consult a Health Professional for personalised advice.   


All Group sessions

Life Balance Therapy will moderate group sessions.  All participants who participate must listen to other people in the group; be kind and focus on the positive and valuable; be authentic and open about how they feel; and share only what makes them feel safe, and doesn't make them feel vulnerable or uncomfortable. Participants are responsible for the information they chose to disclose to the group.  Life Balance Therapy will not share information disclosed in group sessions without permission from the individuals involved.  Life Balance Therapy is not responsible for disclosure of information by other individuals in the group.  Anti social participants will be removed from the session and may be refused entry into future sessions.

Life Balance Therapy CIC occasionally might occasionally need to cancel/reschedule an appointment.  In this case, if an alternative appointment does not suit the client then a full refund for the session will be given at the cost paid.


3. Invoices and payment:


3.1 For business-to-business services booked through Life Balance Therapy CIC, invoices will be issued at the month end, unless agreed otherwise.   For all cases, payment is agreed in advance, an agreed deposit is required, and then balance is due within 30 days of the invoice date. The cancellation rules for face to face appointments always applies, regardless of how the session is delivered. Please follow the indications for payment on the invoice. If payment is not received within 30 days a reminder will be sent. If payment is not received within 7 days of this reminder, therapy input will cease until all outstanding payments are received in full. Legal action will be taken to recover funds should payment not be received after this time. Clinical reports will not be released until payment is received.

3.2. Online bookings require full payment prior to the session. 

3.3 Business-to-business Therapy and wellbeing packages will be invoiced monthly, at the month end, unless agreed otherwise.  Regularly commissioned services will also be invoiced monthly at the month end based on the hours the therapist has worked with you / in your service. 


3.4 For any bulk booking discounts to apply, the fee for sessions purchased must be paid in advance. All bulk booking vouchers will be valid from 12 months from the date of payment.


3.5. Training Provision:

A non-refundable deposit of £300 will be required to confirm dates for providing bespoke group sessions, with the remainder payable on completion, unless agreed otherwise.


4. Additional fees:


4.1. For face to face consultations the price is agreed in advance on an hourly basis. In addition to the therapist's hourly rate, the client will pay Life Balance Therapy CIC an agreed amount for travel expenses at 45p per mile, and an agreed time per hour for the therapist to travel, and if necessary they will also pay an agreed rate for accommodation and subsistence (£125 per night away from the therapist's home base). Any parking charges, toll charges, and additional travel expenses such as ferries will be payable by the client employing the Life Balance Therapy CIC therapist. This will, where possible be agreed in advance and clearly documented in a written agreement between yourself and Life Balance Therapy CIC.

4.2. For business-to-business contracts any additional work outside of the contract (such as additional progress and discharge summaries, MDT liaison, attending meetings, longer emails, specialist reports,  application forms , and professional phone calls) may be payable. This would be discussed in advance, where possible, and charged at the agreed hourly rate. If there is a significant amount of preparation required for a therapy session then this will carry an additional fee, again at the agreed hourly rate and will be discussed in advance, wherever possible.


5. Non solicitation:

The client will not, during the continuation of the services or within six months after the termination of Life Balance Therapy CIC services, directly or indirectly attempt to employ or commission the Occupational Therapist or any other member of staff from Life Balance Therapy CIC.


6. Complaints:

Life Balance Therapy CIC is committed to providing high quality occupational therapy. If you are unhappy with any aspect of the service you have received, then please raise your concerns with your therapist or contact us via the address, telephone numbers or use the email


7. Services provided by Life Balance Therapy CIC into other organisations:

Where services are purchased by organisations for Life Balance Therapy CIC to provide therapists to support their operation, the purchasing organisation will be responsible for:

  • Booking appointments and allowing reasonable time for assessment, treatment, provision and note writing. 

    • Please note that clinical note writing is a legal requirement for a therapist and your organisation. Time should be allowed during and after assessments for this. Should time not be allowed Life Balance Therapy Ltd and the therapist reserve the right to work overtime to complete these notes at a rate of double the agreed hourly fee. 

  • Providing the necessary equipment such as but not limited to, computer hardware and software, manual handling equipment and uniforms (our own uniform can be worn if preferred).

  • Providing assessment equipment 

  • Providing a safe and secure place to work,


Whilst the Life Balance Therapy CIC therapist is working within your organisation they will:

  • Abide by your policies and procedures as well of that of the RCOT and HCPC. 

  • Arrive promptly and complete the work assigned to them to the best of their ability. 

  • They will assess patients / clients, make treatment recommendation and plans 

  • They will prescribe equipment according to your criteria providing that this does not go against their clinical judgement, or guidelines set by RCOT / HCPC


8. Data protection:

All information provided is confidential and processed in line with the requirements of the General Data Protection Regulation.  More information can be obtained from your therapist who can provide Life Balance Therapy CIC Data Protection policy, or alternatively should you wish to, please contact the data controller.


Name and contact details of the Data Controller:

Name: Dr Hassina Carder-Gilbert


Telephone: 07874475454


Right to Complain

If you have a concern about our information practices, you have the right to complain. You can do so by contacting the Information Commissioner’s Office on 0303 123 1113 or by visiting


Please keep this document safe in case you need to refer to it in the future.

Life Balance Therapy CIC is a registered company in England and Wales.

Company no. 15440244

Registered office address: 12 Alton Road, Plymouth, PL4 6HX.



Terms and conditions
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