Mentoring and Supervision Terms
Introduction
These Terms and Conditions explain how supervision and mentoring services provided by The Mind Mentor by Make Your Life Count 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 that 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.
By making payment, 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.
If anything is unclear, please raise it before making payment so that you can make an informed choice about whether the service is right for you.
Provider:
Marcus Matthews - Trading as Make Your Life Count Limited
Business address: 4 Chestnut Close, Four Crosses, Llanymynech, Powys, Wales, SY22 6NN
Email: [email protected]
Telephone: +44 7967049161
Website: themindmentor.co.uk
Version Terms: January 2026
These Terms and Conditions apply to supervision and mentoring services supplied by The Mind Mentor.
In these terms:
“The Mind Mentor”, “we”, “us” or “our” means the provider named above.
“You” or “your” means the person purchasing or receiving the services.
“Services” means the supervision or mentoring services described in your booking confirmation.
“Package” means the prepaid number of sessions, period of access or combination of services shown in your booking confirmation.
Please read these terms before making payment. Payment confirms your acceptance of them.
1. Your agreement with us
1.1 Your agreement consists of:
a. these Terms and Conditions;
b. your booking confirmation, proposal or invoice;
c. any written service description supplied to you; and
d. our Privacy Notice.
1.2 Your booking confirmation will identify the service being purchased, the number and duration of sessions, the delivery format, the package period and the total fee.
1.3 Where a booking confirmation contains a specific term that differs from these general terms, the specific term in the booking confirmation will apply to that service.
1.4 You should contact us before paying if anything is unclear or does not reflect what you believe has been agreed.
2. Acceptance through payment
2.1 These terms are supplied to you before payment.
2.2 By making full or partial payment for a Package, you confirm that:
a. you have received and had the opportunity to read these terms;
b. you understand the nature and scope of the service being purchased;
c. you agree to be bound by these terms; and
d. the information you have provided is accurate to the best of your knowledge.
2.3 The contract comes into effect when we receive your payment.
2.4 Where another person or organisation pays on your behalf, you remain responsible for participating in the service in accordance with these terms unless we agree otherwise in writing.
2.5 Payment by a third party does not give that person access to confidential information about your sessions.
3. Nature of the services
3.1 Supervision
Supervision provides a structured and confidential environment in which practitioners can reflect on their professional work, judgement, boundaries, development and responsibilities.
Supervision may include discussion of client work, professional decision-making, ethical issues, safeguarding, professional development, workload and the supervisee’s own responses to their work.
Supervision does not transfer responsibility for your professional practice to the supervisor. You remain responsible for:
a. the services you provide to your clients;
b. your professional decisions and actions;
c. working within your competence and qualifications;
d. maintaining appropriate insurance, registrations and memberships;
e. keeping suitable client records;
f. obtaining informed consent from your clients;
g. complying with applicable laws, professional standards and safeguarding duties; and
h. seeking specialist advice or making referrals where appropriate.
The supervisor may offer observations, questions, teaching, challenge and recommendations. You remain responsible for considering that information and exercising your own professional judgement.
Nothing in this clause removes any responsibility that the law or an applicable written professional standard expressly places upon a supervisor.
3.2 Mentoring
Mentoring is an educational and developmental service designed to support understanding, professional or personal clarity, decision-making and the practical application of learning.
Mentoring may include teaching, reflection, questioning, planning, feedback and discussion of possible choices.
Mentoring does not involve the mentor taking responsibility for your decisions. You remain responsible for evaluating the information discussed,
considering your circumstances and deciding what action, if any, is appropriate.
3.3 Services outside our scope
Unless expressly agreed in writing, the services are not:
a. medical treatment;
b. psychiatric or psychological assessment;
c. emergency or crisis support;
d. legal, tax, accounting, investment or regulated financial advice; or
e. a substitute for support from an appropriately regulated professional.
We do not diagnose conditions, prescribe treatment or advise you to stop or change medication or regulated care.
4. Professional standards
4.1 We will provide the services with reasonable care and skill.
4.2 We will work within our competence, professional responsibilities and appropriate ethical boundaries.
4.3 We may recommend that you obtain support, assessment or advice from another suitably qualified professional where your needs fall outside the scope of the agreed service.
4.4 We may use teaching, discussion, reflection, exercises, questions, models, metaphors or other appropriate tools. No particular method will be used simply because it forms part of our professional toolkit. The service will be adapted, as reasonably possible, to the person and the purpose of the work.
5. Your responsibilities
You agree to:
a. provide information that is reasonably relevant to the service;
b. tell us about anything that may materially affect your safe or appropriate participation;
c. attend sessions on time and in a suitable condition to participate;
d. take responsibility for your decisions, actions and professional practice;
e. communicate openly where something is unclear or does not feel appropriate;
f. behave respectfully and not engage in abusive, threatening, discriminatory or unlawful conduct; and
g. obtain appropriate professional, medical, legal or emergency support when needed.
You are not required to follow every suggestion discussed. The purpose of the service is to support understanding and informed choice, not to remove your judgement or responsibility.
6. Fees and prepaid Packages
6.1 The Package fee, number of sessions, session length and any included support will be set out in your booking confirmation or invoice.
6.2 Packages must be paid for in advance unless we agree otherwise in writing.
6.3 Sessions are not reserved until cleared payment has been received and the booking has been confirmed.
6.4 Fees include VAT where applicable. The invoice will state whether VAT is included.
6.5 A Package may only be used by the person named in the booking confirmation and may not be transferred, shared or resold without our written agreement.
6.6 Sessions must be used within the Package period shown in the booking confirmation.
6.7 We may agree to extend a Package period where illness, emergency or other exceptional circumstances have prevented reasonable use of the Package. Any extension must be confirmed in writing.
6.8 Packages do not renew automatically unless a separate renewal arrangement is expressly agreed.
7. Appointments
7.1 Sessions will take place at the dates and times agreed between us.
7.2 Sessions may be delivered online, by telephone or in person, as stated in the booking confirmation.
7.3 You are responsible for checking appointment times and joining instructions.
7.4 If you arrive late, the session will normally finish at the original scheduled time. This protects appointments booked immediately afterwards.
7.5 If we are responsible for a significant delay, we will provide the full agreed session time or arrange an appropriate alternative.
8. Rescheduling and missed appointments
8.1 You may reschedule an appointment by giving us at least 48 hours’ notice.
8.2 Where less than 48 hours’ notice is given, or you do not attend, the session will normally be treated as used because the time has been reserved for you and may not reasonably be available to another client.
8.3 We will consider genuine emergencies and exceptional circumstances fairly. Any deduction from a Package will be applied reasonably and proportionately.
8.4 If an online session cannot proceed because of a technical problem on your side, the session may be treated as used where a reasonable alternative, such as continuing by telephone, was available.
8.5 If we need to cancel or reschedule a session, the session will not be deducted from your Package. We will offer a replacement appointment or, where this is not reasonably possible, refund the appropriate unused session value.
9. Consumer cancellation rights
9.1 This section applies where you purchase the service as a consumer through a distance or off-premises contract, including online, by telephone or by email.
9.2 You may cancel the contract without giving a reason during the 14-day period beginning on the day after the contract is entered into.
9.3 To cancel during this period, you must send a clear written statement to the email address shown at the beginning of these terms.
9.4 If you want the service to begin during the 14-day cancellation period, you must separately confirm in writing that:
a. you expressly request that the service begins before the cancellation period ends;
b. if you subsequently cancel, you will pay a proportionate amount for services properly supplied before cancellation; and
c. where the service is fully performed during the cancellation period, you understand that your statutory right to cancel will be lost once the service has been fully performed.
9.5 Payment accepts these general terms but does not, by itself, replace the separate express request required to begin providing services during the statutory cancellation period.
9.6 Where no services have been supplied, a qualifying cancellation during the statutory cancellation period will receive a full refund.
9.7 Where you expressly requested an early start and part of the service has been supplied, we may deduct a proportionate amount reflecting the service provided before receiving your cancellation.
9.8 Refunds due under this section will be made without undue delay and within the period required by law, using the original payment method unless agreed otherwise.
9.9 Nothing in these terms affects your statutory consumer rights.
10. Ending a Package after the cooling-off period
10.1 You may end your Package at any time by notifying us in writing.
10.2 Where you end a Package after the statutory cancellation period, any refund for unused services will be calculated by deducting:
a. the value of sessions and services already provided;
b. sessions properly treated as used under the cancellation policy; and
c. reasonable and irrecoverable costs directly resulting from the cancellation.
10.3 Where the booking confirmation identifies an individual session value, that value will be used. Where it does not, the value will normally be calculated on a fair pro-rata basis.
10.4 No refund will be due for services that have already been properly supplied.
10.5 We may suspend or end the service where:
a. continued work falls outside our competence or professional scope;
b. we reasonably believe another service or professional is more appropriate;
c. there is a serious breakdown in trust or the professional working relationship;
d. you repeatedly fail to attend or participate in agreed arrangements;
e. you behave in an abusive, threatening, discriminatory or unlawful manner;
f. continuing could create an unacceptable risk to you, another person, a client or the public;
g. continuing would breach a legal, ethical, insurance or professional obligation; or
h. an undisclosed conflict of interest makes appropriate delivery impossible.
10.6 Where we end the service, we will explain the reason where it is lawful and appropriate to do so.
10.7 Unless the service ends because of your serious breach of these terms, we will refund fees relating to services that have not been provided.
11. Confidentiality
11.1 Information shared during supervision or mentoring will be treated as confidential.
11.2 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 professional, ethical, safeguarding or regulatory duty;
e. to obtain confidential professional consultation or supervision;
f. to investigate or respond to a complaint;
g. to protect our legal rights; or
h. with your consent.
11.3 Where possible, we will discuss a proposed disclosure with you before it is made. This may not be possible where doing so would increase risk, prejudice an investigation or breach the law.
11.4 Any disclosure will be limited, as far as reasonably possible, to the information necessary for the relevant purpose.
Supervisees’ client information
11.5 Supervisees must protect the privacy and confidentiality of their own clients.
11.6 Client material should be anonymised wherever reasonably possible. Identifying information should only be shared where it is necessary, lawful and relevant to the supervision.
11.7 The supervisee is responsible for ensuring that their client agreements, privacy information and consent arrangements appropriately cover the use of client information within professional supervision.
11.8 Where serious concerns about a supervisee’s practice cannot be resolved through supervision, and disclosure is necessary to protect a client or meet a legal or professional duty, we may share the minimum necessary information with an appropriate person, organisation or professional body.
Group services
11.9 Where supervision or mentoring is delivered in a group, every participant must respect the privacy of the other participants.
11.10 Although we will establish clear confidentiality expectations, we cannot guarantee that another participant will comply with them. A participant who breaches group confidentiality may be removed from the service.
12. Records and data protection
12.1 We may keep appropriate administrative and professional records relating to the service.
12.2 Personal information will be handled in accordance with applicable data protection law and our Privacy Notice.
12.3 Our Privacy Notice explains what information we collect, why it is used, how it is protected, how long it may be retained and the rights available to you.
12.4 You should not send unnecessary identifying or sensitive information about another person.
12.5 We may use secure third-party providers for appointment management, video calls, payment processing, email, document storage or other necessary administration. Relevant information may be processed by those providers in accordance with their contractual and legal obligations.
13. Recordings and artificial intelligence
13.1 Sessions may not be photographed, recorded, transcribed or reproduced by either party without prior written agreement.
13.2 Where recording or transcription is agreed, the purpose, storage, access and deletion arrangements will be confirmed separately.
13.3 Confidential session information will not be entered into an artificial intelligence system unless its use is appropriate, lawful and covered by suitable privacy and confidentiality arrangements.
14. Online sessions
14.1 You are responsible for finding a private and reasonably interruption-free location for online or telephone sessions.
14.2 You are responsible for having suitable equipment, internet access and contact details.
14.3 Although reasonable care will be taken, no online platform can be guaranteed to be completely secure or continuously available.
14.4 If a connection fails, we may attempt to reconnect, continue by telephone or reschedule the remaining time where appropriate.
15. Professional boundaries and communications
15.1 The working relationship is professional.
15.2 Contact outside scheduled sessions must remain within the level of access included in your Package.
15.3 Messages between sessions are not monitored continuously and must not be used for emergency or crisis support.
15.4 Unless your Package expressly includes additional review or support, substantial work requested outside sessions may require a separate agreement and fee.
15.5 We may decline communication that is abusive, excessive, unsafe or outside the agreed professional purpose.
16. No guaranteed outcome
16.1 We will provide the service with reasonable care and skill, but we cannot guarantee a particular personal, professional, clinical, business or financial outcome.
16.2 The value and outcome of supervision or mentoring may be affected by factors outside our control, including your circumstances, participation, professional judgement, decisions and actions.
16.3 Testimonials or examples describe individual experiences and do not promise that another person will achieve the same result.
17. Learning materials and intellectual property
17.1 Any workbooks, recordings, documents, models, written materials, training content or branded resources supplied by us remain our intellectual property or that of the identified rights holder.
17.2 You may use supplied materials for your own personal or professional learning.
17.3 Unless we give written permission, you may not:
a. reproduce or distribute substantial parts of the materials;
b. sell, license or publish them;
c. use them to create a competing course, programme or commercial product;
d. remove ownership or copyright notices; or
e. imply that you created the materials or have been certified to teach them.
17.4 Supervisees may apply learning and professional principles within their own practice, provided they continue to exercise appropriate judgement and do not misrepresent the origin or status of any protected material.
18. Complaints
18.1 Concerns should be raised as soon as reasonably possible so that we have an opportunity to understand and address them.
18.2 A formal complaint should be sent in writing to the email address at the beginning of these terms and should include:
a. what happened;
b. when it happened;
c. the outcome you are seeking; and
d. any relevant supporting information.
18.3 We will acknowledge a formal complaint within five working days and aim to provide a substantive response within 20 working days. We will tell you if further time is reasonably required.
18.4 Where an unresolved complaint falls within the remit of an applicable professional register, membership body or insurer, you may have the right to contact that organisation.
18.5 Raising a genuine complaint will not result in unfair or retaliatory treatment.
19. Liability
19.1 Nothing in these terms excludes or limits liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation;
c. breach of a duty that cannot lawfully be excluded; or
d. any statutory consumer right that cannot lawfully be limited.
Consumers
19.2 Where you are purchasing as a consumer, we are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill.
19.3 We are not responsible for loss that:
a. was not reasonably foreseeable when the contract was made;
b. was caused by inaccurate, incomplete or withheld information;
c. resulted from your independent professional, commercial or personal decision; or
d. resulted from your failure to obtain specialist advice where it was reasonably required.
19.4 We are not responsible for business losses where you purchased the service wholly or mainly for personal purposes.
Business and professional purchasers
19.5 Where you purchase the service wholly or mainly for business or professional purposes, we will not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of opportunity, loss of goodwill or loss of anticipated savings.
19.6 Subject to clause 19.1, our total liability arising from a business or professional Package will not exceed the total amount paid for that Package.
20. Circumstances outside reasonable control
20.1 Neither party will be responsible for a delay or failure caused by circumstances outside their reasonable control.
20.2 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.
20.3 The affected party should notify the other as soon as reasonably possible.
20.4 We will seek to reschedule affected services. Where this is not reasonably possible, we will refund any amount paid for services that cannot be supplied.
21. Changes to the services or terms
21.1 We may update these terms for future purchases.
21.2 The version supplied before your payment will continue to govern the Package you purchased unless:
a. a change is required by law or a professional obligation; or
b. we both agree to a change in writing.
21.3 We will not materially reduce an existing prepaid Package without your agreement.
22. General provisions
22.1 These terms and the documents referred to in them contain the agreement between us concerning the Package.
22.2 A delay in enforcing a term does not mean that the right to enforce it has been waived.
22.3 If any part of these terms is found to be invalid or unenforceable, the remaining terms will continue to apply.
22.4 No person other than you and us has a right to enforce this agreement, except where the law provides otherwise.
22.5 Notices relating to the contract may be sent by email using the contact details most recently provided by each party.
23. Governing law and jurisdiction
23.1 These terms and any dispute or claim arising from them are governed by the law of England and Wales.
23.2 Where you are purchasing as a consumer, the courts of England and Wales will have non-exclusive jurisdiction. Nothing in this clause removes any mandatory right you may have to bring proceedings in another part of the United Kingdom.
23.3 Where you are purchasing wholly or mainly for business or professional purposes, the courts of England and Wales will have exclusive jurisdiction.
24. Payment confirmation
By making payment, you confirm:
“I confirm that I have received, read and agree to The Mind Mentor Terms and Conditions for Supervision and Mentoring Services. I understand the nature of the service, the prepaid Package arrangements and the cancellation policy.”
Where the first service will take place within 14 days of payment, the following separate written confirmation is also required:
“I expressly request that The Mind Mentor begins providing the service before the end of my 14-day cancellation period. I understand that if I cancel after the service has 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 service has been fully performed.”