General Service Terms and Conditions
THE MIND MENTOR - GENERAL CLIENT TERMS AND CONDITIONS 2026
Service provider: Marcus Matthews/Make Your Life Count, trading as The Mind Mentor
Business address: 4 Chestnut Close, Four Crosses, Llanymynech, Powys, SY22 6NN
Email: [email protected]
Telephone: 07967049161
Website: themindmentor.co.uk
Version: Updated July 2026
Introduction
These Terms and Conditions explain how services provided by The Mind Mentor will work, including payment, appointments, cancellations, confidentiality, professional responsibilities and the boundaries of the service.
They are intended to create clarity from the outset, so you understand what you are purchasing, what you can expect from The Mind Mentor and what remains your responsibility throughout our work together.
Please read these Terms and Conditions carefully before making payment or accessing services.
By making payment, or accessing services you confirm that you have read, understood and agreed to them.
They will then form part of the agreement between you and The Mind Mentor.
Please raise anything that is unclear before making payment or accessing services, so that you can make an informed choice about whether the service is right for you.
1. Definitions
In these terms:
“The Mind Mentor”, “we”, “us” or “our” means the service provider identified above.
“You”, “your” or “Client” means the person purchasing or receiving the Services.
“Services” means the hypnotherapy, hypnosis, mentoring, coaching, teaching, consultation, support or related services described in your Booking Confirmation.
“Booking Confirmation” means the email, proposal, invoice or other written confirmation describing the Services you have purchased.
“Package” means a prepaid number of sessions, period of support or combination of Services.
2. Your agreement with us
2.1 Your agreement consists of:
a. these Terms and Conditions;
b. your Booking Confirmation;
c. any written description of the Package or Service;
d. any relevant consent or intake information; and
e. our Privacy Notice.
2.2 Your Booking Confirmation should state:
a. the Services being purchased;
b. the number and expected duration of sessions;
c. whether sessions will be online, by telephone or in person;
d. the Package period, where applicable; and
e. the price and payment arrangements.
2.3 Where your Booking Confirmation contains a specific provision that differs from these general terms, the specific provision in the Booking Confirmation will apply.
2.4 Please contact us before paying if your Booking Confirmation does not reflect what you believe has been agreed.
3. Acceptance through payment
3.1 These terms must be made available to you before payment.
3.2 By making full or partial payment, you confirm that:
a. you have received and had the opportunity to read these terms;
b. you understand the nature and scope of the Services;
c. you agree to be bound by these terms; and
d. the information you have provided is accurate to the best of your knowledge.
3.3 The contract begins when we receive your payment, unless your Booking Confirmation states otherwise.
3.4 Where another person or organisation pays on your behalf, you remain responsible for participating in accordance with these terms.
3.5 Payment by another person or organisation does not give them access to confidential information about your work with us unless you have authorised this or disclosure is otherwise permitted by law.
3.6 Where services are purchased without consultation, free or otherwise, the information must be deemed as educational only and not formal therapy, coaching or mentoring.
4. Nature of the Services
4.1 The Services are intended to teach, show and explain ways of understanding your experience, responses, decisions and possible next steps.
4.2 Depending on what has been agreed, the Services may include:
a. structured conversation and reflection;
b. mentoring or coaching;
c. teaching and practical exercises;
d. hypnosis or hypnotherapy;
e. guided imagery or focused attention;
f. exploration of beliefs, meanings, memories or learned patterns; and
g. support with applying understanding in your life or work.
4.3 The Client is not fitted to a particular method. A method will only be introduced where it is considered appropriate to the Client and the agreed purpose of the work.
4.4 We will provide the Services with reasonable care and skill and within our professional competence.
5. Professional position and limitations
5.1 Marcus Matthews practises as an Advanced Clinical Hypnotherapist, Clinical Hypnotherapy Supervisor, mentor and educator.
5.2 Current professional registrations and memberships are displayed on The Mind Mentor website and may be checked through the relevant public registers.
5.3 These Services do not constitute:
a. medical treatment;
b. psychiatric or psychological diagnosis;
c. emergency or crisis support;
d. legal advice;
e. regulated financial advice; or
f. treatment from a registered medical practitioner, psychologist or psychiatrist.
5.4 We do not prescribe medication or advise you to stop, reduce or change prescribed medication or regulated treatment.
5.5 You should discuss any proposed change to medication or medical treatment with the appropriately qualified prescriber or healthcare professional.
5.6 The Services may complement support received elsewhere but are not intended to replace care that you reasonably require from a regulated healthcare or mental-health professional.
5.7 We may recommend that you seek advice, assessment or treatment from another appropriately qualified professional where:
a. your needs fall outside our professional competence;
b. further assessment appears appropriate;
c. continuing would create an unacceptable risk; or
d. another service is better suited to your immediate needs.
5.8 This is not about one service being better than another. Different services have different purposes, responsibilities and professional limits.
6. Suitability and health information
6.1 You must provide information that is reasonably relevant to deciding whether and how the Services can be provided safely and appropriately.
6.2 Before participating in hypnosis or hypnotherapy, you must tell us about:
a. any condition that may affect your participation;
b. a history of epilepsy or seizures;
c. current or recent psychotic symptoms;
d. relevant medical or mental-health treatment;
e. medication that may materially affect your participation; and
f. any recent crisis, hospitalisation or significant change in your wellbeing.
6.3 Disclosure of a condition does not automatically determine whether the Services can proceed. We will consider the information within our competence and may:
a. adapt the proposed Service;
b. delay or decline a particular technique;
c. ask you to consult your GP, prescriber or another regulated professional;
d. request appropriate confirmation that participation is suitable; or
e. recommend a different service.
6.4 You must not attend a session while materially affected by alcohol, recreational drugs or any other substance that prevents safe and informed participation.
6.5 We may end or postpone a session if we reasonably believe you are unable to participate safely or give meaningful consent.
7. Hypnosis and memory exploration
7.1 Hypnosis may involve focused attention, relaxation, imagination, suggestion, reflection or guided exploration.
7.2 Experiences of hypnosis differ. No particular depth, sensation, memory or response can be guaranteed.
7.3 You may ask a question, request a pause or end the exercise at any point.
7.4 Hypnosis does not remove your responsibility for your decisions or actions.
7.5 Where memories, images, sensations, impressions or imagined situations arise during a session, they may be incomplete, symbolic, reconstructed or influenced by later experience.
7.6 Material arising during hypnosis should not automatically be treated as a precise historical record or independent evidence that an event occurred.
7.7 We will not knowingly encourage you to treat an unverified memory or impression as established fact.
7.8 Any serious allegation or decision based on material arising during a session should be considered carefully and, where appropriate, with advice from a suitably qualified independent professional.
8. Your responsibilities
You agree to:
a. provide relevant information honestly and to the best of your knowledge;
b. tell us if something changes that may affect the Services;
c. attend sessions on time and in a suitable condition to participate;
d. communicate if something is unclear, uncomfortable or inappropriate;
e. take responsibility for your choices, actions and application of the work;
f. obtain appropriate professional or emergency support when required;
g. behave respectfully and not engage in abusive, threatening, discriminatory or unlawful conduct; and
h. avoid recording or sharing another person’s confidential information without permission.
You are not required to accept or act upon every idea or suggestion discussed. The purpose of the work is to support understanding and informed choice, not to remove your judgement or responsibility.
9. Fees and payment
9.1 The price of the Services will be shown in your Booking Confirmation or invoice.
9.2 Fees must be paid in advance unless we agree otherwise in writing.
9.3 Fees include VAT where applicable. Your invoice will state whether VAT has been charged.
9.4 An appointment or Package is not confirmed until cleared payment has been received, unless otherwise agreed.
9.5 You are responsible for any bank, currency-conversion or international-payment charges imposed by your own payment provider.
9.6 We use established third-party payment providers where appropriate. We do not normally take or store full payment-card details ourselves.
9.7 We may suspend future sessions where an agreed payment has not been made.
9.8 Where services are funded via third part payment providers such as Klarna or ClearPay, once accepted you the client are responsible for full payment and all responsibilities in regards to payment advice must be done through the third part, full terms can be found on the providers website.
As of July 2026 all finance packages are provided via Klarna
https://www.klarna.com/uk/customer-service/what-is-financing-and-how-does-it-work/
10. Packages
10.1 The number of sessions, session duration, included support and Package period will be stated in your Booking Confirmation.
10.2 Packages may only be used by the person named in the Booking Confirmation. They may not be transferred, shared or resold without written agreement.
10.3 Sessions should be used within the Package period, unless otherwise agreed.
10.4 We will consider a reasonable extension where illness, emergency or exceptional circumstances have prevented you from using the Package.
10.5 Any extension must be confirmed in writing.
10.6 Packages do not renew automatically unless an automatic renewal arrangement has been expressly agreed with you.
10.7 Additional work that falls outside the agreed Package may require a separate agreement and fee.
11. Appointments
11.1 Sessions will take place at the dates and times agreed between us.
11.2 You are responsible for checking appointment times, time zones and joining instructions.
11.3 If you arrive late, the session will normally finish at the original scheduled time.
11.4 If we are responsible for a significant delay, we will provide the full agreed session time or arrange an appropriate alternative.
11.5 Sessions may be delivered online, by telephone or in person, as confirmed at booking.
12. Rescheduling, late cancellation and non-attendance
12.1 You may reschedule an appointment by giving at least 48 hours’ notice.
12.2 Where less than 48 hours’ notice is given, the session will normally be charged or treated as used because the time was reserved for you and may not reasonably be filled.
12.3 A session will also normally be charged or treated as used if you do not attend.
12.4 Genuine emergencies and exceptional circumstances will be considered reasonably and individually.
12.5 If an online session cannot proceed because of a technical problem on your side, we may continue by telephone where practical.
12.6 Where no reasonable alternative is available because of a problem on your side, the session may be treated as used.
12.7 If we cancel or cannot provide a session:
a. it will not be deducted from your Package;
b. we will offer a replacement appointment; or
c. where a replacement cannot reasonably be provided, we will refund the appropriate unused session value.
13. Consumer cancellation rights
13.1 This section applies where you purchase the Services as a consumer through a distance or off-premises contract, including online, by email or by telephone.
13.2 You may cancel the contract without giving a reason during the 14-day period beginning on the day after the contract is entered into.
13.3 To cancel, send a clear written statement to the email or postal address at the beginning of these terms.
13.4 You may use the cancellation form at the end of these terms, but you are not required to do so.
13.5 If you want the Services to begin during the 14-day cancellation period, you must separately confirm that:
a. you expressly request that the Services begin before the cancellation period ends;
b. if you cancel after the Services have begun, you may be required to pay a proportionate amount for Services already supplied; and
c. where the Services are fully performed during the cancellation period, you understand that the statutory cancellation right will be lost once the Services have been fully performed.
13.6 Payment accepts these general terms but does not replace the separate express request required to begin Services during the statutory cancellation period.
13.7 Where no Services have been supplied, a qualifying cancellation during the cancellation period will receive a full refund.
13.8 Where you expressly requested an early start and part of the Services has been supplied, we may deduct a fair and proportionate amount for the Services supplied before cancellation.
13.9 Any refund due under this section will be made within 14 days of receiving your cancellation notice, using the original payment method unless otherwise agreed.
13.10 Nothing in these terms affects your statutory consumer rights.
14. Ending the Services after the cancellation period
14.1 You may end the Services or Package by notifying us in writing.
14.2 Where you end a prepaid Package after the statutory cancellation period, any refund will be calculated fairly by deducting:
a. the proportionate value of Services already provided;
b. sessions properly treated as used under the cancellation policy; and
c. reasonable, identifiable and irrecoverable costs directly incurred in providing the Package.
14.3 No refund will be due for Services already properly supplied, in full or in-part.
14.4 We may suspend or end the Services where:
a. the work falls outside our competence or professional scope;
b. another service or professional is more appropriate;
c. you repeatedly fail to attend or engage with agreed arrangements;
d. there is a serious breakdown in the professional relationship;
e. you engage in abusive, threatening, discriminatory or unlawful behaviour;
f. continuing could create an unacceptable risk to you or another person;
g. continuing would breach a legal, ethical, insurance or professional obligation; or
h. an unmanageable conflict of interest arises.
14.5 Where appropriate and lawful, we will explain why the Services are ending.
14.6 Unless the Services end because of your serious breach of these terms, we will refund the fair value of prepaid Services that have not been provided.
15. Confidentiality
15.1 Information shared during the Services will be treated as confidential.
15.2 Confidentiality is not absolute. Information may be disclosed where reasonably necessary:
a. to respond to a serious or imminent risk of harm;
b. to protect a child or adult at risk;
c. to comply with a legal obligation, court order or lawful request;
d. to meet an applicable safeguarding, insurance, ethical or professional obligation;
e. to obtain confidential professional supervision or consultation;
f. to investigate or respond to a complaint;
g. to protect or establish legal rights; or
h. where you have authorised the disclosure.
15.3 Where appropriate and legally possible, we will discuss a proposed disclosure with you before it is made.
15.4 This may not be possible where doing so would increase risk, prejudice an investigation or breach a legal obligation.
15.5 Any disclosure will be limited, as far as reasonably possible, to the information needed for the relevant purpose.
15.6 Confidential professional supervision or consultation will normally use anonymised or limited information wherever reasonably possible.
16. Group Services
16.1 Where Services are delivered in a group, all participants are expected to respect the privacy and confidentiality of others.
16.2 You must not record, reproduce or share another participant’s personal information or contribution without their clear permission.
16.3 Although we will establish confidentiality expectations, we cannot guarantee another participant’s conduct.
16.4 A participant who breaches confidentiality or behaves inappropriately may be removed from the group.
17. Clients under 18
17.1 Services are normally provided to adults aged 18 or over.
17.2 Work with a person under 18 will only take place where it has been expressly agreed and suitable consent, safeguarding and confidentiality arrangements have been established.
17.3 A parent or guardian who purchases Services for a young person does not automatically have access to everything discussed during sessions.
17.4 The boundaries of confidentiality and the circumstances in which information may be shared will be explained before the work begins.
18. Data protection and records
18.1 Macus Matthews is the data controller responsible for personal information used in connection with the Services and Make Your Life Count is registered with The UK Information Commisioners Office.
18.2 We may collect and process:
a. contact and identity information;
b. appointment and payment records;
c. intake and consent information;
d. relevant health and wellbeing information;
e. professional notes; and
f. communications relating to the Services.
18.3 Health and wellbeing information may constitute special-category personal data and will be processed in accordance with applicable data-protection law.
18.4 Our separate Privacy Notice explains:
a. what information we collect;
b. why we use it;
c. the lawful bases and special-category conditions relied upon;
d. who information may be shared with;
e. international transfer arrangements, where relevant;
f. retention periods;
g. security arrangements;
h. your data-protection rights; and
i. how to make a complaint.
https://themindmentor.co.uk/privacy-policy
18.5 Records will be retained only for as long as reasonably necessary for the stated purposes, professional responsibilities, insurance requirements and applicable legal obligations.
18.6 Some rights, including erasure, may be restricted where we have a lawful and necessary reason to retain information.
18.7 Data-protection requests and complaints should be sent to [email protected]
18.8 We will acknowledge a data-protection complaint within 30 days and investigate and respond in accordance with applicable law.
18.9 You also have the right to complain to the Information Commissioner’s Office.
19. Marketing, testimonials and case studies
19.1 Acceptance of these terms does not require you to agree to receive marketing.
19.2 Any marketing preference must be collected separately and may be withdrawn at any time.
19.3 Transactional messages relating to your appointments, payments or Services are not marketing messages.
19.4 We will not publish an identifiable testimonial, review, photograph, recording or case study about you without separate and appropriate permission.
19.5 Declining marketing or publicity consent will not affect the Services you receive.
20. Recordings, transcription and artificial intelligence
20.1 Sessions may not be photographed, recorded, transcribed or reproduced by either party without prior agreement.
20.2 Where recording or transcription is agreed, the purpose, access, storage and deletion arrangements will be explained separately.
20.3 Any use of artificial intelligence or automated technology involving identifiable or confidential Client information must be lawful, necessary and subject to appropriate privacy and security safeguards.
20.4 You will be informed where such use materially affects how your personal information is processed.
21. Online and telephone sessions
21.1 For an online or telephone session, you are responsible for:
a. finding a private and reasonably interruption-free location;
b. having suitable equipment and connectivity;
c. providing the address from which you are attending where reasonably required for safety;
d. providing a telephone number in case the connection fails; and
e. ensuring that you are not driving or carrying out another unsafe activity during the session.
21.2 We may ask for an emergency contact where this is reasonably appropriate.
21.3 We will only contact an emergency contact where justified by the circumstances, consistent with the confidentiality provisions in these terms.
21.4 No online platform can be guaranteed to be completely secure or continuously available, although reasonable care will be taken when selecting and using service providers.
22. Communications and emergencies
22.1 Contact outside scheduled sessions is limited to the level of support included in your Package.
22.2 Messages are not monitored continuously.
22.3 The Services are not an emergency or crisis-response service.
22.4 If you believe you or another person is in immediate danger, contact the emergency services or an appropriate urgent-care or crisis service.
22.5 Substantial work requested outside scheduled sessions may require a separate agreement and fee.
23. Outcomes
23.1 We will provide the Services with reasonable care and skill but cannot guarantee a particular personal, professional, medical, psychological, relationship, business or financial outcome.
23.2 Outcomes may be affected by circumstances outside our control, including your participation, decisions, environment, actions and the involvement of other people.
23.3 Understanding may support clearer choices, but it does not mean that every choice or change will be easy, immediate or free from difficulty.
23.4 Testimonials and examples describe individual experiences and do not guarantee that another Client will receive the same outcome.
24. Intellectual property
24.1 Workbooks, recordings, written materials, models, exercises, teaching content and branded resources supplied by us remain our intellectual property or that of the identified rights holder.
24.2 You may use supplied materials for your own personal or internal professional learning.
24.3 Without written permission, you must not:
a. sell, publish or distribute the materials;
b. reproduce substantial parts of them;
c. use them to create a competing course, programme or product;
d. remove ownership or copyright information;
e. represent the materials as your own; or
f. imply that receiving the Services qualifies or certifies you to teach a protected method.
25. Complaints
25.1 Please raise any concern as soon as reasonably possible so that we have an opportunity to understand and address it.
25.2 A formal complaint should be sent to [email protected] and should explain:
a. what happened;
b. when it happened;
c. the outcome you are seeking; and
d. any relevant supporting information.
25.3 We will acknowledge a formal service complaint within five working days.
25.4 We aim to provide a substantive response within 20 working days. We will tell you if further time is reasonably required.
25.5 Where an unresolved complaint falls within the remit of a professional register or membership organisation, you may be able to contact that organisation.
25.6 Current information about relevant registrations and complaints procedures is available through The Mind Mentor website and the relevant professional bodies.
25.7 Raising a genuine complaint will not result in unfair or retaliatory treatment.
26. Liability
26.1 Nothing in these terms excludes or restricts liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation;
c. breach of a legal duty that cannot lawfully be excluded; or
d. statutory consumer rights that cannot lawfully be limited.
26.2 Where you purchase the Services as a consumer, we are responsible for reasonably foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill.
26.3 We are not responsible for loss or damage that:
a. was not reasonably foreseeable when the contract was made;
b. was caused by inaccurate, incomplete or withheld information;
c. arose from an independent decision made by you after considering the information available;
d. arose from your failure to obtain specialist advice where it was reasonably required; or
e. was caused by circumstances outside our reasonable control.
26.4 Where you purchase the Services wholly or mainly for personal purposes, we are not responsible for business losses, including loss of profit, revenue, contracts or commercial opportunity.
26.5 Where you purchase the Services wholly or mainly for business or professional purposes, and subject to clause 26.1:
a. we will not be responsible for indirect or consequential business losses; and
b. our total liability relating to the relevant Booking Confirmation will not exceed the amount paid for those Services.
27. Circumstances outside reasonable control
27.1 Neither party will be responsible for delay or failure caused by circumstances outside their reasonable control.
27.2 This may include serious illness, bereavement, accident, power or internet failure, transport disruption, severe weather, industrial action, public emergency or failure of a necessary third-party service.
27.3 The affected party should notify the other as soon as reasonably possible.
27.4 We will seek to rearrange affected Services. Where this is not reasonably possible, we will refund the amount paid for Services that cannot be supplied.
28. Changes to these terms
28.1 We may update these terms for future purchases.
28.2 The version supplied before your payment will govern your purchase unless:
a. a change is required by law or an applicable professional obligation; or
b. we both agree to a change in writing.
28.3 We will not materially reduce an existing prepaid Package without your agreement.
29. General provisions
29.1 These terms and the documents referred to in them contain the agreement between us concerning the Services.
29.2 A delay in enforcing a term does not waive the right to enforce it later.
29.3 If a provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.
29.4 No person other than you and us has a right to enforce this agreement, except where the law expressly provides otherwise.
29.5 Notices relating to the contract may be sent by email using the most recent contact details supplied by each party.
30. Governing law and jurisdiction
30.1 These terms and any dispute or claim arising from them are governed by the law of England and Wales.
30.2 Where you purchase as a consumer, the courts of England and Wales will have non-exclusive jurisdiction.
30.3 Nothing in this clause removes a mandatory right you may have to bring proceedings elsewhere in the United Kingdom.
30.4 Where you purchase wholly or mainly for business or professional purposes, the courts of England and Wales will have exclusive jurisdiction.
31. Payment confirmation
By making payment, you confirm:
“I confirm that I have received, read and agree to The Mind Mentor General Client Terms and Conditions.
I understand the nature and boundaries of the Services, the payment and cancellation arrangements and my responsibilities as a Client.”
32. Separate early-start request
Where the first Service will begin within 14 days of entering into the contract, the following must be accepted separately:
“I expressly request that The Mind Mentor begins providing the Services before the end of my 14-day cancellation period. I understand that if I cancel after the Services have begun, I may be required to pay a proportionate amount for Services already supplied. I understand that I will lose my statutory cancellation right once the Services have been fully performed.”
Cancellation form
You may use this format to cancel a qualifying consumer contract, but you do not have to use it.
To: [email protected]
Email: [Insert cancellation email]
I give notice that I wish to cancel my contract for the following Services:
Services purchased:
[Insert details]
Date purchased:
[Insert date]
Client’s name:
[Insert name]
Client’s address:
[Insert address]
Date of cancellation:
[Insert date]
Signature, if submitted on paper:
[Insert signature]