Terms of service

Effective Date: 01^th October 2025

Welcome to TWA Psychology Collective Limited. These Terms and Conditions (“Terms”) govern your access to and use of our services, including our website and any services that connect clients with therapists. By using TWA Psychology Collective and the website (www.twapsychologycollective.com), you agree to these Terms. If you do not agree, please discontinue use of our services.

1. Acceptance of Terms

By accessing or using the TWA Psychology Collective website or services, you agree to be bound by these Terms, our Privacy Policy, and any other applicable terms posted on our site or communicated to you. If you do not agree, you may not use our services.

2.Description of Services

TWA Psychology Collective Limited (www.twapsychologycollective.com) is operated by TWA Psychology Collective Limited, registered in England and Wales under company number 16567082. 

TWA Psychology Collective Limited is referred to as “we”, “us”, and “our”; you, the user, are referred to as “customer”, “client”, “you” or “your”;

We are a platform connecting clients with accredited mental health professionals. The professionals affiliated with us are referred to as “therapist(s)” or “clinician(s)”;

“Platform” means services provided using our website;
“Website” means www.twapsychologycollective.com;
“Session” refers to assessment or individual therapy sessions;
“Registration” means your registration with us when you book a session to access the platform.

2.2 TWA Psychology Collective facilitates communication between clients and therapists and may employ, contract, or affiliate with mental health professionals who provide therapy services. While the platform supports administrative and logistical coordination, the therapeutic services themselves are delivered by individual clinicians who hold full clinical responsibility for the care they provide. Clients contract directly with the therapist for therapy, even when sessions are arranged through our platform. TWA Psychology Collective is not the legal provider of therapy services and does not exercise clinical supervision or oversight of the therapists’ work.

2.3 Clients: In some cases, clients may select their preferred therapist through our website. In other situations, such as where clients are referred via case managers or internal referrals, therapists may be allocated by us based on suitability, availability, and clinical expertise. While we aim to accommodate preferences where possible, we cannot guarantee that a particular therapist will be available.
Therapists: You agree to provide services in accordance with applicable professional and ethical standards. You agree to provide services in accordance with applicable professional and ethical standards.

3. Eligibility

To use our services, you must:

• Be a UK resident
• Provide accurate, current, and complete information when requested
• Use the platform for lawful purposes only

If you are under the age of 18, a parent or legal guardian must provide consent and engage with the referral process. Therapy for children and young people will be delivered only by clinicians appropriately trained and qualified in working with this age group, and in accordance with relevant safeguarding and clinical governance procedures.

3.2 This platform is not suitable for those in crisis. If you are at risk of harming yourself, call 999 or go to Accident and Emergency (A&E), or contact Samaritans at www.samaritans.org or call 116 123.

3.3 We do not substitute medical or clinical care. We offer a platform for connecting clients with qualified therapists who can support personal goals.

4. User Accounts

When creating an account, you agree to:

• Keep login credentials confidential
• Notify us of unauthorised access
• Be responsible for any activity under your account

4.2 We reserve the right to suspend or terminate accounts that violate these Terms or where inappropriate behaviour is suspected.

5. Payment and Fees

Clients are responsible for session fees. Payments can be made by bank transfer or through secure third-party providers such as Stripe. Payment instructions will be provided upon booking. Clients must not make payments directly to therapists.

5.2 Payment must be completed before sessions begin. Fees may vary depending on session length, or session type.

5.3 Refund policies are set by individual therapists. TWA Psychology Collective is not responsible for cancellations, rescheduling, or refund management between client and therapist.

5.4 If sessions are funded through insurance, you must provide policy details and pre-authorisation. If your insurer refuses payment, you are liable for any outstanding balance.

6. Insurance-Funded Sessions

Before beginning therapy, you must provide insurance membership details and authorisation. If the insurer declines to cover a session or cover is withdrawn, you remain responsible for payment.

7. Cancellations and Rescheduling

Sessions cancelled with less than 48 hours’ notice incur the full fee. Missing a session by not logging in within 15 minutes counts as a missed session. No session extensions will be provided.

7.2 If a therapist cancels, you may request a refund or reschedule at no extra cost.

8. Use of the Platform

You agree not to use our services for illegal or inappropriate purposes, including:

• Harassment
• Fraudulent identity use
• Sharing personal information without consent
• Security breaches

9.Therapist-Client Contract

The therapeutic relationship exists between client and therapist. We do not supervise therapists and are not liable for their services.

9.2 Clients are encouraged to verify therapist credentials via their regulatory body.

10. Suitability

We and our therapists reserve the right to refuse or discontinue service. If services are declined, unused paid sessions will be refunded.

10.2 Access to the platform may be suspended or terminated for any reason, including breach of these Terms.

11. Intellectual Property

All content on our platform is the property of TWA Psychology Collective unless otherwise stated. It may not be reused without written permission.

12. Limitation of Liability

We are not liable for:

• Indirect or consequential losses from platform use
• Conduct of therapists or clients

12.2 We are not responsible for mental health outcomes resulting from therapy sessions.

13. Disclaimer of Warranties

We make no guarantees about:

• The qualifications or suitability of therapists
• The accuracy or reliability of information on the platform

13.2 Therapists are regulated independently and insured through their own policies. We are not liable for any information or service outcomes.

13.3 Our affiliated therapists are regulated by professional bodies such as:

• The British Psychological Society (BPS)
• The Health and Care Professions Council (HCPC)
• The British Association for Behavioural and Cognitive Psychotherapies (BABCP)

13.4 The TWA platform is not a substitute for emergency or medical care.

14. Privacy

14.1 Use of our platform is subject to our Privacy Policy, detailing how your data is collected and used.

15. Changes to Terms

15.1 We may revise these Terms at any time. Continued use of our platform indicates acceptance of the revised Terms.

16. Contact Us

16.1 For any questions, contact us at: TWA Psychology Collective Limited, Email: info@twapsychology.co.uk