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Start Recovery Terms and Conditions

Please read Terms and conditions carefully. They govern our relationship with you concerning this website and all of our services that Start Recovery Ltd provide .  The website to which these terms apply and for which we are responsible for is Start

Start Recovery Ltd is not suitable for a suicidal crisis; if you are suicidal, or considering self-harm please contact the emergency services, your local crisis team, or The Samaritans. Website:  Tel: 08457 90 90 90


Start Recovery Ltd is not a support service for family members who believe or perceive that either themselves or someone that they care about is in a crisis situation. We cannot take ad-hoc calls or text conversations and we also need written consent from the client in treatment with us for us to book family support sessions.
To use Start Recovery Ltd to receive Counselling and Coaching, or as a visitor and user of the site and any other pages or profiles operated by Start Recovery Ltd, you accept that you have read our Privacy Policy, Cookies Policy and Terms of use.

We request that you familiarise yourself with relevant information regarding
Type to enter text your chosen service. By using or accessing any part of this website you will be deemed to have accepted our terms in full. If you do not accept any of the terms please do not continue to use this website.

Our service

This website is provided by Start Recovery Ltd to provide Online and face to face Counselling and Recovery Coaching. The service is for anybody aged 18 and over who would like to receive counselling or coaching, as long as the client is able to understand and acknowledge what is involved in this service and is willing to co-operate and follow the terms of use.

We may decline the use of our service or suggest alternative support if we feel that we cannot support you, either due to the nature of your problem, our client lists being full - lack of a therapist to suit your specific need, or if you are suicidal, self-harming or suffering a mental health crisis. Where possible we may suggest alternative support, different therapy or that you contact the emergency services. Your wellbeing is of paramount importance and you deserve to receive the support that is best suited to your needs.


Free information and articles


All material is free for clients and site visitors. Information and articles are available to provide information only. We are not responsible for any material that is authored by anyone else other than Start Recovery Ltd.


Email communication


We ask that you add our contact email addresses to your email contacts, also check your spam/junk folder for any correspondence.



We require that all clients ensure full payment is made before booking session times and/or dates. We respect your privacy and do not request any private financial information. Payment is to be made via bank transfer or via PayPal, this is the preferred and most secure payment gateway. You do not need to have a PayPal account to pay via Paypal, since all major credit and debit cards are accepted by PayPal.  You may contact us to arrange any payment queries.


We are happy to accept preferred session times/dates, we aim to ensure that sessions are booked at a time most convenient for the client. However, requested sessions slots are provided subject to availability. As the service is very much in demand, when requesting an initial time/date for a session, clients should submit all required information and their general availability. We request that clients book as much in advance as possible and provide multiple availability time frames. Start Recovery has many clients and operates on a first booked first-served basis.

Overseas clients - All clients over the world are welcome to use our service but we ask that all payments are paid in UK Pounds.



We believe in strengthening the counselling bond, you will be supported by the same Counsellor throughout your time with us. This will also save you from having to repeat your story.

Initial Consultations last around 30 mins, Regular Counselling Sessions last 50 mins.

Session validity

Packages must be paid in full before treatment starts, no refunds, sessions must be used in a one year period from the first session start date

. Session validity is the same for all clients. There are no refunds for invalid or expired sessions.
 Start Recovery Ltd reserves the right to cancel or amend appointments at any time without prior warning.


While therapy sessions provide the space for clients to work through difficult feelings and emotions, Counsellors and Admin staff will not accept threatening or abusive behaviour towards them. Such behaviour may result in the session ending and the client being liable for the full session cost. Future sessions may not be permitted.

Clients and site visitors are not permitted to attempt to damage the website in any way through the introduction of viruses or any form of malicious or technology. Details of any breach of this will be forwarded to the relevant authorities.

The conduct of our staff is just as important. Start Recovery Ltd team members are carefully selected, this is to ensure that clients receive services of a high professional standard that are ethical, confidential and safe. All therapists have significant pre or post-qualification experience, as well as broad life experience. This better equips them to provide our diverse client group with the personal touch, as well as understanding and a naturally warm approach.
We promote anti-discriminatory practice. We believe in providing care and compassion to everyone, regardless of their backgrounds.

Cancellation Policy

It is very important and a matter of mutual respect that you keep your appointments. All clients need to understand from the outset that we are unable to fit another client into your missed appointment slot at short notice. If for any reason you need to cancel/reschedule an appointment you will need to provide us with at least 24 hours' notice. Any cancellations with less than 24 hours' notice are chargeable for the full session fee. Being unavailable for any session without informing us will also incur the full fee for the session you have booked.

We request that you are available for your session at least 5 - 10 minutes before the agreed time. For face to face sessions please arrive into the premises no earlier than your allocated time as I run bookings back to back. For online services, please ensure that your status is set to online/available if you are using skype, zoom or other video call service. If you are using the phone service ensure that your phone is not engaged, disconnected or switched off.

Sessions start right on time. If you will be late in any way contact your Counsellor via email before your session time. If you have not contacted your Counsellor before your session and are late, offline, engaged, away or unavailable at the exact agreed session time our counsellors will wait for no longer than 10 mins and you will be charged at the full appropriate session price.

Alternative Support

Due to the increase in distance therapy requests, we may offer to assist you to find alternative support. We may do so if there is limited availability, if we feel you require a different type of therapy or if you want a wide variety of Therapists to choose from. We don't want to turn you away without trying to help.

We work closely with other online and telephone providers in the UK.

We sometimes refer clients and help them find the therapy they need, we do not profit or receive any cut from this. We believe that everyone should have access to support when you need it most.

Disclaimer and Liability

This website contains information and links to other sites which are external to Start RecoveryLtd. We take careful consideration when adding links to this website. It is the user's responsibility to acknowledge the necessary appropriateness of the information contained in other external sites. We are not responsible for the quality of services, products, privacy practices or terms of use of other sites. We encourage our visitors to be aware when they leave our website and to read the privacy policy of other sites.

Start Recovery Ltd holds no liability if the connection to the website becomes unavailable. We do not warrant that our website, its functioning or the content made available will be timely, uninterrupted or error-free or that our website and the servers that make our website available have 100 per cent uptime. In no event will we, our respective content or service providers, or any of our respective directors, contractors or employees be liable to you for any direct or indirect damages, losses or causes of action.

Start Recovery Ltd does not make any warranties or representations as to the accuracy or completeness of the materials i.e. articles or website content. We may periodically make changes, improvements and/or updates to the materials, blogs, articles, e-books and site content without notice.


Under no circumstances shall we be liable for any loss, damage, liability or expense incurred or suffered which is claimed to have resulted from the use of the website, use of products, materials, website content or any of our services, including without limitation, any fault, error, omission, interruption or delay with respect thereto.

Start Recovery Ltd holds no responsibility for a user's telephone, a user's computer system, tablet, software data or technical difficulty occurring in connection with this website or any services and sessions. Start Recovery holds no responsibility and holds no liability in regard to any computer viruses or corruption to any individual client's computer or device.

You agree to defend and indemnify Start Recovery Ltd to hold us and our affiliates harmless as well as indemnifying our respective directors, contractors and employees against any losses, liabilities, claims, expenses (including legal fees) in any way arising from or related to your use of our website or services.


You agree that you are at least 18 years old.

You agree that you are not experiencing a suicidal crisis and are not at risk of harming yourself or anyone else.

You understand that online therapy is not suitable for a mental health crisis.

You agree that Start Recovery Ltd cannot be held responsible for providing services in the event of a crisis or emergency. While we will do our best to assist as appropriate if a crisis or emergency develops during our work together, you would need to contact the appropriate emergency services or crisis teams.

You agree that online and telephone services may not be as effective for all individuals. Thus, Start Recovery Ltd reserves the right to choose whether or not to work with you online or on the telephone. We will work with you only if we feel that you are a suitable client. If during our work together, we discover that you may not benefit from our online or telephone services, we will discuss this with you and suggest that you seek alternative mental health professionals in your local area.

You agree and understand that the effectiveness of Counselling and Recovery Coaching depends on the investment of time and energy you are willing to make. Generally speaking, the more you invest in it, the more you will get out of it.

You understand and agree that the therapeutic relationship depends largely on your input in solving your problems.

You agree and understand that Counselling can be challenging, as uncomfortable emotions and thoughts can arise as part of the treatment process.


You understand that we are happy to accept your preferred session times/date at the time of booking but your requested sessions slots are provided subject to availability. You will receive a confirmation email with session time/date details or alternative times or dates will be provided for you to select from.

You understand that The Start Recovery Ltd  cannot guarantee a positive Counselling or Coaching outcome, even though we are hopeful that our work together will be of help to you.

You agree and understand that once purchased, all session fees are non-refundable, including when you have not fully complied with new client registration/booking, or when you have missed, been late for or have expired sessions.

You agree that you are seeking our services for personal Counselling or personal Coaching and that you are not using any of our services or material to undertake research for either private use, use for study/projects/assignments of any kind private or public, or in an educational or training capacity, or for publication, or to plagiarise any of our material.

You agree that having somebody else present on a call or video call without first disclosing to Start Recovery Ltd is strictly forbidden, and if Start Recovery Ltd suspects that there may be another person present during any call, either in person or in any other way, then Start Recovery Ltd will end the call immediately.

You agree that your participation in our counselling and coaching services may only be shared for your personal therapeutic benefit.


You agree that your participation will not be shared for any other reason or in any form, be it recordings, transcripts, copying or reporting of or on the experience, your impressions thereof, surveillance and any other use of the session, verbal or otherwise. You agree to not record or tape sessions.

You understand that as a new, former or current client you are bound by the terms of use. It is your responsibility to keep up to date with the current terms and privacy policy which can be amended at any time without notification.

You have read the Cookies Policy and agree to our use of cookies.
You understand that all special offers can be withdrawn or modified at any time.
You understand that any use of free self-help material, recommended books, CD’s or DVD’s are not a replacement for professional therapy or diagnosis.

You agree and understand that it is your responsibility to acknowledge the appropriateness of the information contained in the self-help material. While Start Recovery takes careful consideration when sharing self-help material and other organisations, we cannot be held accountable for any misguided content or support contained within free E-books, CD’s, DVD’s or via alternative support counselling providers.

You agree that if you are disconnected during a session that you will email your Counsellor as soon as possible and also check your inbox for correspondence from them.
You agree that if you do not hear from your Counsellor at the agreed session time you will email/text them within 5 minutes of the agreed session time.

You understand that we do not hold any liability for technological glitches that can take place with video sessions neither reception issues with mobile phones. You understand that we do not hold any liability for emails that we've sent and due to the recipient's technological errors or device issues are unable to be received.


You understand that we are not responsible for issues with Yahoo, Hotmail, Gmail, Live and other email account delays, errors or downtime which cause problems with you sending/receiving emails. However, any glitch or mishap on our part will not be at the client’s loss - clients will receive all of the session time which they have paid for.

We are not in the position to write reports on progress made in counselling by way of request from external agencies, e.g. Social Services or NHS.  We provide a duty of confidentiality to all our clients, Start Recovery Counsellors provide distance therapy, online and via the phone so they do not get to see their clients and are unable to fully assess or verify certain needs, e.g. physical needs. However, in some circumstances and at our discretion, along with consent from the client who would be currently using the counselling service, we can provide brief information that confirms the client is a user of the service. We may include how long they have had therapy.

Start Recovery reserves the right to resist legal requests to produce records in court. We do this to protect our duty of confidentiality to all clients and to preserve Start Recovery’s reputation as a provider of confidential counselling. We are unable to provide records or information for legal proceedings when asked by clients, their solicitors, the police and the courts unless a Subpoena ordered by a UK court is ordered. The basic information that is held temporarily, is not suitable as evidence in legal proceedings.

You permanently agree to release and indemnify Start Recovery from all suits, lawsuits, claims and actions originating from Counselling, Psychotherapy and Coaching provided through any Start Recovery Ltd Service.


The material on this website is the Copyright of Start Recovery, All rights reserved.

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