Terms and Conditions

These Terms and Conditions explain the basis on which I provide Solution Focused Hypnotherapy and psychotherapy services. Please read them alongside my Privacy Notice, which explains how I collect, use, store and protect your personal information.

By booking, attending or paying for a session, you confirm that you have read, understood and accepted these Terms and Conditions.

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1. About the service

1.1 Good Thinking Hypnotherapy provides Solution Focused Hypnotherapy and psychotherapy services in person in Edinburgh and online.

1.2 Solution Focused Hypnotherapy is a collaborative, goal-oriented approach that combines solution-focused therapeutic conversation, neuroscience-informed psychoeducation and clinical hypnosis. Sessions may include discussion, reflection, relaxation, visualisation and hypnosis.

1.3 Clinical hypnosis is a calm state of focused attention. You remain aware and in control throughout, and may choose to stop the process at any time.

1.4 Therapy is not a guaranteed cure or a substitute for medical, psychiatric, psychological or emergency care. Although therapy can be helpful, outcomes vary between individuals and cannot be guaranteed.

1.5 I do not provide medical diagnoses, prescribe medication, or replace the care of your GP, psychiatrist, psychologist or other healthcare professional.

1.6 If you are experiencing a mental-health crisis, have immediate concerns for your safety or the safety of another person, or require urgent medical attention, please contact emergency services on 999, NHS 24 on 111, your GP, local mental-health crisis services, or attend your nearest Accident and Emergency department.

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2. Professional standards

2.1 I am a member of the Association for Solution Focused Hypnotherapy (AfSFH), the National Council for Hypnotherapy (NCH) and the Complementary and Natural Healthcare Council (CNHC).

2.2 I work in accordance with the relevant professional codes of conduct, ethics and practice standards of these organisations.

2.3 I hold appropriate professional indemnity and public-liability insurance.

2.4 I am a member of the Protecting Vulnerable Groups (PVG) Scheme for work with children and protected adults.

2.5 I engage in professional supervision, continuing professional development and reflective practice to support safe, ethical and effective work.

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3. Who I work with

3.1 I work with adults and young people aged 12 and over.

3.2 For clients under 18, consent is required from both:

• The young person attending therapy; and

• A parent or guardian with parental responsibility.

3.3 Therapy is collaborative. A young person must be willing to attend and participate for the work to be appropriate and potentially helpful.

3.4 Before working with a young person, I will discuss confidentiality, parental involvement, contact arrangements and safeguarding in a way that is appropriate to their age, understanding and circumstances.

3.5 For online sessions with young people, a parent, guardian or agreed emergency contact must be available and contactable throughout the appointment. Their contact details must be provided before therapy begins.

3.6 I reserve the right to decide, following an Initial Consultation or at any stage of therapy, whether my service is suitable for your needs. Where appropriate, I may recommend additional support, referral to another professional, or a different service.

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4. Appointments and format

4.1 Initial Consultations and ongoing therapy sessions last 50 minutes. Please allow up to one hour for your appointment.

4.2 Smoking and vaping cessation appointments last up to two hours.

4.3 Sessions are available in person in Edinburgh and online using Microsoft Teams, or another agreed video platform.

4.4 Occasional evening and weekend appointments may be available by arrangement. The standard fee for these sessions is £100, unless another fee has been agreed with you before booking.

4.5 I aim to begin and end sessions at the agreed time. If you arrive late, the session will normally still end at the scheduled time to avoid delaying the next client. The full session fee remains payable.

4.6 If you attend a session under the influence of alcohol, non-prescribed drugs or any substance that may affect your ability to participate safely, I may decide that the session cannot go ahead. The cancellation policy may apply.

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5. Online sessions

5.1 Online sessions are normally delivered through Microsoft Teams. Another platform may be used by prior agreement.

5.2 You are responsible for ensuring that you have:

• A reliable internet connection.

• A suitable device with a working camera and audio.

• A private, quiet and safe place where you will not be interrupted.

• A location where you are not driving, travelling, operating machinery or undertaking an activity that could become unsafe during relaxation or hypnosis.

5.3 At the beginning of each online appointment, you must tell me where you are physically located. This is particularly important if there is a safety or safeguarding concern.

5.4 I cannot guarantee that technology will be uninterrupted or free from faults. If a significant technical problem prevents the session from continuing, we will agree a reasonable arrangement, such as reconnecting, rescheduling the remaining time, or rearranging the session.

5.5 Online therapy may not be appropriate for every client or every situation. If I consider that in-person or alternative support would be safer or more suitable, I will discuss this with you.

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6. Clients outside the UK

6.1 I may work online with clients who are based outside the UK, provided I consider this appropriate and safe.

6.2 Services are provided from Scotland and these Terms and Conditions are governed by Scottish law.

6.3 Clients outside the UK are responsible for checking whether receiving online hypnotherapy or psychotherapy from a practitioner based in Scotland is permitted in the country, state or territory in which they are located.

6.4 I may decline or end work with an overseas client where legal, regulatory, insurance, safeguarding, emergency-response or practical concerns make it inappropriate to continue.

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7. Fees and payment

7.1 The current standard fees are:

Initial Consultation, 50 minutes, £85

General Therapy Session, 50 minutes, £85

Smoking or Vaping Cessation Session, Up to 2 hours, £190

Evening or Weekend Session, 50 minutes, £100

7.2 Standard session fees are normally payable at the end of the appointment.

7.3 Payment may be made by card, bank transfer or cash.

7.4 A 50% deposit of £95 is required to secure a smoking or vaping cessation appointment. The remaining balance of £95 is payable at the end of the session by card, bank transfer or cash.

7.5 Clients receive a complimentary downloadable relaxation audio recording after attending and paying for the Initial Consultation. This resource is intended to support the work undertaken in therapy and does not replace personalised therapy, medical advice or emergency support.

7.6 Fees may be reviewed from time to time. Existing clients will receive reasonable notice before any increase takes effect.

7.7 If payment is not received when due, I may pause further appointments until the outstanding amount has been paid.

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8. Cancellations, missed appointments and lateness

8.1 I understand that unexpected circumstances can arise. However, appointment time is reserved specifically for you, and room costs may still be payable for in-person sessions even if an appointment is cancelled.

8.2 Please give at least 48 hours’ notice if you need to cancel or rearrange an appointment.

8.3 The following cancellation arrangements apply:

48 hours or more: Appointment may be rearranged without charge, subject to availability. The £95 deposit may be transferred to one rearranged appointment or refunded

24–48 hours: 50% of the session fee is payable. The £95 deposit is retained

Less than 24 hours: Full session fee is payable. Full £190 fee is payable

Missed appointment / no notice: Full session fee is payable. Full £190 fee is payable

8.4 Cancellation or rearrangement requests must be made by telephone call or text message. A cancellation is not confirmed until I acknowledge it.

8.5 If I need to cancel or rearrange a session because of illness, emergency or another unforeseen circumstance, I will offer an alternative appointment or a refund of any payment or deposit already made.

8.6 Please aim to arrive on time. There may be another appointment immediately after yours; any lateness will reduce the time available for your session. The full session fee remains payable.

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9. Consumer cancellation rights

9.1 Where you book a service online, by telephone or by email, consumer law may provide a 14-day period in which you can cancel the service contract without giving a reason.

9.2 If you book an appointment due to take place within this 14-day period, you may be asked to make an express request for therapy to begin before the end of the cancellation period.

9.3 Where you make this request and a session has been provided, you may be required to pay for the service supplied up to the point of cancellation. If the service has been fully delivered within the 14-day period after you expressly requested that it begin, you may lose the right to cancel that completed service.

9.4 Nothing in these Terms and Conditions is intended to remove or limit any statutory consumer rights.

For services arranged at a distance, such as online, by telephone or email, consumers generally have a 14-day cancellation period. A service can begin earlier only where the client expressly requests it, and a proportionate charge can apply for services provided before cancellation.legislation.

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10. Confidentiality and safeguarding

10.1 What you discuss in therapy is treated as confidential.

10.2 I may discuss aspects of my clinical work in professional supervision to support safe and effective practice. Wherever possible, information will be anonymised or minimised so that you are not identifiable.

10.3 Confidentiality may need to be broken where I reasonably believe that:

• There is a serious risk of harm to you or another person.

• A child, young person or protected adult may be at risk of abuse, neglect or harm.

• Disclosure is required by law, court order or another legal obligation.

• There is a serious concern relating to terrorism, serious crime or public safety.

10.4 Where it is safe and appropriate to do so, I will aim to discuss any necessary disclosure with you beforehand. However, this may not be possible if doing so could increase risk or interfere with a safeguarding process.

10.5 For clients under 18, parents or guardians will not automatically receive full details of session content. Confidentiality will be respected as far as possible, while recognising the need to share relevant information where there is a safeguarding concern or a serious risk of harm.

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11. Health information and suitability

11.1 You are responsible for providing accurate and relevant information about your health, medication, current care, significant life circumstances and any changes that could affect the suitability or safety of therapy.

11.2 Please tell me if you are receiving support from another healthcare professional or therapist. With your consent, and where appropriate, I may recommend liaison with another professional involved in your care.

11.3 You should continue to follow medical advice from your GP, consultant or other healthcare professional. Do not alter medication without discussing this with the clinician who prescribed it.

11.4 If I believe your needs fall outside my scope of practice, I may pause or end therapy and discuss suitable alternative support or referral options with you.

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12. Contact between sessions

12.1 Telephone calls, text messages and email are for administrative purposes, including appointments, cancellations and practical queries.

12.2 I do not provide crisis support, emergency advice or full therapy by telephone, text message, email or social media.

12.3 I aim to respond to non-urgent administrative messages within 48 hours. This does not include weekends, public holidays or periods when I have notified you that I am unavailable.

12.4 For urgent concerns, please contact your GP, NHS 24 on 111, local mental-health crisis services or emergency services on 999, as appropriate.

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13. Records and data protection

13.1 I keep appropriate client records to provide safe and effective therapy and to meet professional, ethical, insurance and legal obligations.

13.2 Your personal and health information is handled in accordance with my Privacy Notice and applicable UK data-protection law.

13.3 The Privacy Notice explains what information I collect, why I use it, how long it is retained, how it is kept secure, and your rights in relation to it.

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14. Ending therapy

14.1 You may decide to end therapy at any time. Where possible, I encourage you to discuss this in a final session so we can review progress and consider appropriate next steps.

14.2 I may end or pause therapy where this is clinically appropriate; where the therapeutic relationship is no longer working effectively; where fees remain unpaid; where there are repeated missed appointments; or where I believe another service would be more suitable.

14.3 Where appropriate, I will discuss this with you and provide information about alternative support or referral options.

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15. Concerns and complaints

15.1 If you have a concern about any aspect of the service, please raise it with me first by email at info@goodthinkinghypnotherapy.co.uk.

15.2 I will aim to respond respectfully, fairly and promptly. A separate Complaints Policy is available on request and on my website.

15.3 You may also have the right to raise an unresolved professional-conduct concern with the relevant professional body or regulator, including the AfSFH, NCH or CNHC, depending on the nature of the complaint and my registration status.

Professional hypnotherapy standards expect practitioners to make their terms, fees, cancellation arrangements, privacy information and complaints arrangements readily available to clients. The NCH also requires complaints to be handled respectfully, fairly and promptly.

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16. Governing law

16.1 These Terms and Conditions are governed by the law of Scotland.

16.2 Any dispute arising in connection with these Terms will be subject to the jurisdiction of the Scottish courts, except where mandatory consumer-protection law provides otherwise.

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17. Acceptance

17.1 By booking, attending or paying for a session, you confirm that you have read and accepted these Terms and Conditions and have had the opportunity to read the Privacy Notice.

17.2 For clients under 18, acceptance must be provided by the young person and by a parent or guardian with parental responsibility.

 

Complaints Policy

Good Thinking Hypnotherapy
Practitioner: Kay Ledgerwood
Effective from: 29 September 2026
Email: info@goodthinkinghypnotherapy.co.uk
Telephone: 07469 797 133

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1. Purpose of this policy

Good Thinking Hypnotherapy aims to provide a safe, respectful, professional and high-quality service. I welcome feedback and take concerns or complaints seriously.

This policy explains how you can raise a concern, how formal complaints will be handled, and what you can do if you remain dissatisfied after my response.

You will not be treated unfavourably for raising a concern or making a complaint.

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2. Raising an informal concern

Many concerns can be resolved quickly through an informal conversation. If you are unhappy about any aspect of the service, I encourage you to raise this with me as soon as possible.

You can contact me by:

• Email: info@goodthinkinghypnotherapy.co.uk

• Telephone: 07469 797 133

I will listen carefully, treat your concern respectfully and aim to resolve it fairly.

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3. Making a formal complaint

If you would prefer to make a formal complaint, or if an informal discussion has not resolved the matter, please send your complaint in writing by email to:

info@goodthinkinghypnotherapy.co.uk

Please include, where possible:

• Your name and preferred contact details.

• A clear description of your concern or complaint.

• The dates of any relevant sessions, communications or events.

• Any supporting information or documents you feel are relevant.

• The outcome you are seeking, if you know what would help resolve the matter.

If you need reasonable support to make a complaint, please let me know and I will consider how I can help.

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4. Timescales

I will aim to deal with complaints as promptly as possible.

• I will acknowledge receipt of your formal complaint within five working days.

• I will normally provide a written response within 20 working days of receiving the complaint.

• If I need more time to investigate the matter, I will explain why and provide you with an updated timescale.

Some complaints may require additional time because of their complexity, the need to seek professional advice, the involvement of an insurer, or the availability of relevant information.

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5. How complaints are handled

I will handle your complaint fairly, respectfully and as objectively as possible. This may involve:

• Reviewing relevant session notes, booking records and communications.

• Clarifying aspects of the complaint with you.

• Seeking appropriate professional, supervisory, legal or insurance advice.

• Considering whether any changes are needed to my practice, policies or procedures.

I will keep information about the complaint confidential as far as possible. However, I may need to share relevant information with my insurer, supervisor, professional body, regulator or another appropriate organisation where necessary to investigate, respond to or manage the matter properly.

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6. Outcome

Following my review, I will provide a written response setting out:

• The issues considered.

• The steps taken to review the complaint.

• My findings and response.

• Any action I propose to take, where appropriate.

• Information about further routes available if you remain dissatisfied.

Possible outcomes may include an explanation, an apology where appropriate, clarification of my policies or procedures, agreed practical steps, or changes to

practice.

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7. If you remain dissatisfied

If you remain dissatisfied after receiving my final response, you may be able to refer your concern to the relevant professional body or regulator, depending on the nature of the complaint and my registration status.

This may include:

• Association for Solution Focused Hypnotherapy (AfSFH)
  afsfh.com

• National Council for Hypnotherapy (NCH)
  hypnotherapists.org.uk

• Complementary and Natural Healthcare Council (CNHC)
  cnhc.org.uk

If your complaint relates to how I have handled your personal information, you may also contact the Information Commissioner’s Office (ICO):

• Website: ico.org.uk

• Telephone: 0303 123 1113

 

8. Record keeping

I keep a secure record of complaints and how they were handled. This helps me meet professional obligations, learn from feedback, and improve the quality and safety of the service.