Terms, Fees & Cancellation Policy

Who provides the service

Invoke Hypnotherapy is operated by Ross Passingham and provides hypnotherapy services to adults aged 18 and over, both in person and online.

When these terms apply

These terms apply when you request or attend a free consultation, book a paid appointment or agree to receive hypnotherapy services from Invoke Hypnotherapy.

By confirming a paid booking, you agree to these terms. You should therefore be given an opportunity to read them before making a payment or confirming an appointment.

Professional standard

I will provide hypnotherapy services with reasonable care and skill and will communicate openly about the proposed approach, fees and practical arrangements.

Your statutory rights

Nothing in these terms limits or removes any rights you have under consumer-protection or other applicable law. If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue to apply.

The free consultation

The initial consultation is free and carries no obligation to book a paid session. It allows you to ask questions, understand how I work and decide whether you feel comfortable moving forward.

The consultation does not guarantee that hypnotherapy will be suitable or that I will be able to accept you as a client.

Assessing suitability

I may ask relevant questions about your health, medication, current support, personal circumstances and the issue you would like help with. This information helps me consider whether hypnotherapy is appropriate and whether any additional information or professional advice may be needed.

Providing accurate information

You are responsible for providing information that is accurate and complete to the best of your knowledge. Please tell me about anything that may affect whether hypnotherapy is suitable or how sessions should be approached.

If relevant information is withheld or changes after sessions begin, this may affect my ability to provide services safely and appropriately.

Medical and mental-health care

Hypnotherapy is not a replacement for medical diagnosis, medical treatment, psychiatric care or emergency support. You should not stop or change prescribed medication or treatment without first speaking to the appropriately qualified professional responsible for your care.

Refusing, postponing or ending services

I may decline, postpone or stop providing hypnotherapy where I reasonably believe that the service is unsuitable, falls outside my competence, requires medical or specialist input, cannot be provided safely or where the professional relationship is no longer appropriate.

Where reasonably possible, I will explain the reason and may suggest that you seek support from your GP or another suitably qualified professional.

Standard hypnotherapy sessions

Standard hypnotherapy sessions are normally one hour in duration unless a different session length is agreed in advance.

Smoking-cessation programme

The smoking-cessation programme includes one two-hour hypnotherapy session followed by one one-hour follow-up and enhancement session.

Payment deadline

Payment in full is required no later than 48 hours before the scheduled appointment.

Where an appointment is booked less than 48 hours in advance, payment in full is required at the time the booking is confirmed.

Securing your appointment

A paid appointment is not secured until the full session fee has been received. If payment has not been received by the applicable deadline, I may cancel the appointment and release the time to another client.

Payment method

Payments are accepted by debit or credit card through Square. Payment instructions or a secure payment link will be provided when your appointment is arranged.

Card-payment information is processed by Square. Invoke Hypnotherapy does not directly receive or store your complete card details.

Changes to fees

Fees may be reviewed and changed from time to time. Any change will apply only to future bookings and will not alter the price of an appointment that has already been confirmed and paid for.

Where reasonably possible, I will explain the reason and may suggest that you seek support from your GP or another suitably qualified professional.

Additional or extended sessions

If a longer appointment, additional session or different service is recommended, the duration and total fee will be explained and agreed before the booking is confirmed.

Where reasonably possible, I will explain the reason and may suggest that you seek support from your GP or another suitably qualified professional.

At least 48 hours’ notice

Where you provide at least 48 hours’ notice, you may choose either to transfer the full payment to a rearranged appointment or receive a full refund.

Any refund will normally be returned to the original payment method used through Square.

Less than 48 hours’ notice

Where less than 48 hours’ notice is provided, I may retain some or all of the session fee to cover the appointment time that was reserved for you and any loss directly resulting from the late cancellation.

If I am able to fill the appointment with another client, your payment will be refunded, less any reasonable costs that cannot be recovered.

Missed appointments

If you do not attend an appointment and have not provided notice, this will be treated as a late cancellation. I may retain up to the full session fee where the reserved appointment could not reasonably be filled.

Late arrival

If you arrive late, the session will normally still finish at the originally scheduled time so that later appointments are not affected.

The full session fee remains payable. Where the delay is so significant that the session cannot reasonably or safely proceed, it may be treated as a late cancellation.

If I need to cancel

If I need to cancel or rearrange an appointment, I will give as much notice as reasonably possible. You may choose either to transfer the full payment to a new appointment or receive a full refund.

Where an appointment cannot proceed because of illness, an emergency, technical failure or circumstances outside my reasonable control, I will contact you as soon as possible to discuss the available options.

Exceptional circumstances

I understand that genuine emergencies and unexpected events can occur. Exceptional circumstances will be considered reasonably and individually, although this does not guarantee that a late-cancellation charge will be waived.

Bookings made online or by telephone

Where a paid booking is agreed online, by email or by telephone, you may have a statutory right to cancel the contract within 14 days of it being made.

If you ask for your session to take place during that 14-day period, you are expressly requesting that the service begins before the cancellation period has ended. Once the service has been fully provided, your statutory right to cancel will end, provided you acknowledged this before the service began.

If you exercise a statutory right to cancel before any service has been provided, you will receive a full refund. Where part of the service has already been provided following your express request, a proportionate charge may apply.

My commitments to you

I will treat your care, welfare and dignity as important throughout our professional relationship.

I will provide services with reasonable care and skill, communicate honestly and professionally and work only within the limits of my training, knowledge and experience.

I will explain the proposed approach, fees, payment arrangements and relevant cancellation terms before a paid service is confirmed.

Where I reasonably believe that your needs fall outside my competence or that hypnotherapy is not an appropriate option, I will explain this and may suggest that you speak with your GP, another healthcare professional or a suitably qualified therapist.

I will maintain appropriate professional boundaries and handle personal information and session discussions in accordance with the Privacy Notice and the confidentiality provisions in these terms.

Providing relevant information

Please attend or join at the agreed time and follow any reasonable preparation instructions provided before the session.

Hypnotherapy requires your voluntary participation. You are encouraged to engage with the process and complete any agreed exercises, activities or self-hypnosis practice between sessions, although you remain in control of your choices throughout.

Online sessions

Online sessions must be attended from a private, quiet and safe location where you can speak freely and are unlikely to be interrupted.

You should use a suitable device with a reliable internet connection and working microphone. You must not attend while driving, operating machinery or doing anything else that requires your attention.

Alcohol and recreational drugs

You must not attend a session while under the influence of alcohol or recreational drugs.

If I reasonably believe that you cannot participate safely or provide informed consent, the session may be ended and handled in accordance with the late-cancellation terms.

Communication and control

You remain in control throughout hypnotherapy. You may ask questions, decline a suggestion, request a pause or choose to stop an exercise or session.

Please communicate any discomfort, concern or significant change in circumstances so that the approach can be adjusted where appropriate.

Respectful conduct and professional boundaries

Both therapist and client are expected to communicate respectfully and maintain an appropriate professional relationship.

Threatening, abusive, discriminatory, sexually inappropriate or otherwise unsafe behaviour will not be accepted. I may pause or end a session where continuing would be unsafe, unlawful or seriously damaging to the professional relationship.

Recording sessions

Audio, video or photographic recording of a consultation or session is not permitted unless it has been discussed and expressly agreed in advance by everyone involved.

Keeping your information confidential

I will not normally disclose information about you or your sessions to another person without your knowledge and consent.

Information will be handled in accordance with the Privacy Notice and accessed only where reasonably necessary for providing services, maintaining records or meeting professional and legal responsibilities.

Contact with healthcare professionals

I may suggest contacting your GP, another healthcare professional or another person involved in your care where this appears relevant to your wellbeing or the suitability of hypnotherapy.

Except in an emergency or another situation where disclosure is lawfully justified, I will obtain your clear consent before making contact and will explain what information is intended to be shared.

Serious risk of harm

Information may be disclosed where I reasonably believe this is necessary and proportionate to protect you or another person from a serious and immediate risk of death or significant harm.

Depending on the circumstances, this may involve contacting emergency services, a healthcare professional, adult social care or another appropriate safeguarding service.

Safeguarding concerns

Information may be shared where there is a serious safeguarding concern involving a child or an adult at risk, or where disclosure is otherwise necessary and lawful to prevent serious harm.

Each situation will be considered individually, taking account of the seriousness and immediacy of the concern, the information available and whether the risk can reasonably be addressed in another way.

Legal requirements

Information may be disclosed where I am required to comply with a court order, warrant or another binding legal requirement.

A request from another person or organisation does not automatically mean that information will be disclosed. I will consider whether there is a lawful and appropriate basis before sharing it.

How a disclosure will be handled

Wherever reasonably practical and safe, I will discuss the concern with you before disclosing information.

I will aim to share only the minimum information necessary, with an appropriate person or organisation, and will keep a record of the reason for the decision.

Professional supervision

I may discuss aspects of my client work with a suitably qualified professional supervisor or peer consultant to support safe and effective practice. Wherever reasonably possible, information will be anonymised and names or other directly identifying details will not be disclosed.

Results and number of sessions

The number of sessions required and the results experienced vary between individuals. Factors may include the nature of the issue, your circumstances, your participation and any changes that take place between sessions.

I will discuss the proposed approach honestly, but I cannot guarantee a particular result, timescale or number of sessions.

What your fee covers

Fees are paid for the professional time, preparation and services provided during the agreed consultation, session or programme. They are not payment for a guaranteed outcome.

A refund will not normally be due solely because the outcome differs from what you hoped for, provided the agreed service was delivered with reasonable care and skill.

Concerns about the service provided

If you believe that a service was not provided as agreed or with reasonable care and skill, please contact me promptly so that I can understand the concern and consider an appropriate resolution.

Depending on the circumstances, this may include repeating part or all of the service where appropriate, offering another reasonable remedy or providing a proportionate refund.

Choosing to end therapy

You may choose to stop hypnotherapy at any time. I encourage you to discuss any concerns first where you feel able to do so, but you are not required to continue receiving services.

Any appointment already booked remains subject to the cancellation and rescheduling terms. Fees for services that have already been provided will not normally be refunded.

Prepaid programmes or future appointments

Where a payment covers more than one appointment, any refund relating to an unused appointment will be calculated reasonably, taking account of services already provided and the cancellation terms.

Advance payments for services that will not be provided will normally be refunded, subject only to reasonable deductions for services already supplied or losses directly resulting from a cancellation.

If I recommend ending or pausing therapy

I may recommend pausing or ending hypnotherapy where I reasonably believe it is no longer suitable, falls outside my competence, requires support from another professional or cannot continue safely or appropriately.

Wherever reasonably possible, I will explain the reason and discuss suitable next steps with you.

If I end future services

If I end the professional relationship, any payment for future services that will not be provided will normally be refunded.

This does not require a refund for a session that was ended or could not proceed because of serious misconduct, intoxication, an inability to participate safely or another circumstance covered by the late-cancellation terms.

No exclusion of statutory rights

Nothing in these terms removes or limits your statutory rights, including your rights where a service has not been supplied as agreed or has not been provided with reasonable care and skill.

Raising a concern

You can raise a concern or make a formal complaint by emailing info@invokehypnotherapy.com.

Please explain what happened, when it occurred, what aspect of the service you are concerned about and what outcome you feel would help resolve the matter.

Possible outcomes

Depending on the circumstances, an appropriate outcome may include an explanation, an apology, corrective action, repeating part of a service, an agreed alternative remedy or a proportionate refund.

The outcome will depend on the nature of the complaint, the service provided and any rights or remedies that apply under consumer law.

Independent consumer advice

If we cannot resolve a service complaint directly, you may seek independent consumer advice from the Citizens Advice consumer service or consider any other remedies available to you.

Data-protection complaints

Complaints specifically concerning the collection, use, storage or sharing of personal information are handled in accordance with the Privacy Notice.

Data-protection complaints will be acknowledged within 30 days, appropriately investigated and followed by an explanation of the outcome without undue delay. You also have the right to raise the matter with the Information Commissioner’s Office.

Contact details