Terms & Privacy

THE LIGHT SIDE PRACTICE – THERAPY AGREEMENT

Please read the following terms carefully. If you have any questions or would like to discuss any aspect of this agreement, please speak with your clinician. By consenting to this agreement, you confirm that you understand and accept the terms outlined below.

1. Therapy Sessions

Therapy sessions are 50 minutes in length and typically take place weekly, unless otherwise agreed. The number of sessions varies depending on your needs, and we will review progress together at regular intervals. You may end therapy at any time; however, we recommend a planned ending or ending session.

All therapy sessions are conducted remotely, via Zoom or telephone. A secure link and password for online sessions will be provided before your first session. To ensure effective therapy, please plan to be in a confidential space with a stable internet connection.

If you are late to a session, the session will end at the scheduled time and cannot be extended. If you do not attend within the first 15 minutes, your clinician will leave the call. If you wish to continue after this point, please contact us via email at contact@thelightside.org.uk

2. Fees & Payment

Our current fees are listed on our website at www.thelightside.org.uk. A limited number of reduced-fee appointments may be available (e.g., for students or healthcare workers); please enquire if applicable.

Payment is requested 48 hours prior to the appointment by bank transfer to the details noted on the invoice or via Stripe payment.

If payment is not received, further sessions cannot be offered until the balance is cleared.

Health Insurance

If you are accessing therapy via private health insurance, please obtain an authorisation code from your insurer. Email your membership/policy number and authorisation code to:
contact@thelightside.org.uk
Any policy excess payments must be paid directly by you via bank transfer.

3. Cancellation Policy

Sessions may be cancelled or rescheduled with 48 hours’ notice without charge. Cancellations made with less than 48 hours’ notice will be charged at the full session fee.

If you have prepaid for a session and cancel with more than 48 hours’ notice, the payment will be carried forward to the next booked session.

Your clinician will provide as much notice as possible should they need to cancel or take planned leave.

4. Confidentiality, Privacy & Data Protection

Your therapy sessions and what you share are treated as strictly confidential. However, confidentiality may be broken in the following circumstances:

• Clinical supervision: To ensure safe and effective practice, anonymised information may be discussed in supervision. Identifying information is not shared.

• Risk or safeguarding concerns: If there is significant concern about your safety or someone else’s safety, we may contact your GP or other relevant professionals. Wherever possible, we will discuss this with you first.

• Legal obligations: Under UK law, confidentiality must be broken in specific situations such as terrorism, drug trafficking, or court orders.

• Professional incapacity: If your clinician becomes incapacitated, a trusted registered Psychologist colleague within the practice will access your contact details solely to inform you and ensure continuity of care.

Record Keeping – Zanda

The Light Side Practice uses Zanda, a secure, GDPR-compliant digital clinical records system, for all therapy notes, intake information, and client records. All data are stored in line with professional standards and UK data protection law.

For workshops, workplace events, or community events, basic administrative information (e.g., attendance lists, contact emails) may be stored on a secure cloud-based system separate from clinical records.

For detailed information about how your data are collected, stored, and used, please refer to our Privacy Statement (Appendix 1). By agreeing to these terms, you confirm you have read and understood the Privacy Statement.

5. Contact Outside Sessions

Therapeutic contact outside of sessions should be limited to essential matters such as scheduling or administrative questions. All communication should be via email:
contact@thelightside.org.uk

Email is not a fully secure medium, so please avoid sharing sensitive personal information. Emails are monitored only during business hours.

The Light Side Practice does not provide crisis support. If you require immediate help, please contact:

• 999 or 111 (select mental health option)

• Samaritans: 116 123

• Your GP

• Local Accident & Emergency Department

6. Complaints

If you are unhappy with any aspect of the service, please raise your concerns with your clinician or the Light Side practice managers in the first instance. If you feel unable to do so, or if the issue is not resolved, you may contact the relevant regulating body of your clinician i.e. Health and Care Professions Council (HCPC), the regulator for Practitioner Psychologists in the UK or British Association for Counselling and Psychotherapy (BACP).

We hold professional indemnity insurance and comply with all associated requirements. Evidence of insurance can be provided on request.

PRIVACY STATEMENT – THE LIGHT SIDE PRACTICE

This Privacy Statement explains why and how we collect, use, store, and protect your personal information. The Light Side Practice adheres to the General Data Protection Regulation (GDPR) 2018, as well as the professional standards of the HCPC and BPS. We are registered with the Information Commissioner’s Office (ICO).

1. Lawful Basis for Processing Your Information

We process your information under the lawful basis of legitimate interest, as we require certain information to provide you with psychological healthcare. We cannot offer a service without processing this information.

For more information about lawful bases, please see the ICO website.

 2. Information Collected & How It Is Used

Initial Contact

When you first contact us—usually via email or our website—we collect basic personal information (e.g., name and contact details). If you do not go on to start therapy, this information is deleted.

During Therapy

If therapy proceeds, we will collect:

• Your name and contact details

• GP details

• Emergency contact

• Relevant background information

• Information shared during therapy

• A brief written summary after each session

If referred by another professional, they may share referral information with your consent.

Therapy often involves discussion of sensitive personal information (e.g., health, relationships, sexuality, cultural background). We record only what is necessary for clinical purposes.

3. Where Your Information Is Stored

Your data are stored securely as follows:

• Zanda (primary system): All clinical notes, client records, assessment information, and contact details are stored within Zanda, a GDPR-compliant healthcare records platform.

• Emails: Stored in ProtonMail, a secure, encrypted email service.

• Cloud storage for events/workshops: Administrative-only data for workplace or community events may be held on a secure cloud system.

• Any paper documents are scanned securely and then shredded.

All digital systems are password-protected, encrypted, and accessible only to authorised clinicians within the practice.

4. Who Information May Be Shared With

Your information is confidential. It may only be disclosed in the following circumstances:

• Serious risk of harm to yourself or others

• Safeguarding concerns (e.g., child protection)

• Information relating to serious crime, terrorism, or court orders

• Legal requirement to testify

• Clinical supervision (anonymised)

You may also request that we share information with another professional; this requires your explicit written consent.

5. How Long We Keep Your Data

Clinical records are retained for up to seven years after therapy ends, in line with professional guidelines. They are then permanently deleted.

You may request amendments or deletion earlier; your eligibility will depend on legal and clinical requirements and your “right to erasure”.

6. Your Rights Under GDPR

You have the following rights regarding your personal data:

• Right of access – You can request a copy of your information.

• Right to rectification – You can request corrections to inaccurate or incomplete information.

• Right to erasure – You may request deletion in certain circumstances.

• Right to restrict processing – You can request limited use of your data.

• Right to object – You may object to processing in some circumstances.

• Right to data portability – You may request your data be transferred to another provider.

Requests will be responded to within 30 days.

7. How to Complain

If you have concerns about how your data are used, please discuss these with your clinician. You may also contact the ICO:

Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113

If this policy is updated, you will be notified so you remain informed about how your information is handled.