Terms and Conditions

Clients consent to these conditions when completing the Kove registration form where agreement to the terms and conditions section is checked.

The terms hereunder apply to all appointment types and care provided by Kove – including but not limited to online sessions, in-clinic work, or diagnostic assessment appointments. All Kove clients undertake all care and appointments with us under the jurisdiction of the law of England and Wales, where our therapeutic team is based, and where you contacted us, and the same terms apply irrespective of the legal jurisdiction within which the receiving patient is located.

We accept online payments only; using credit card, debit card or BACS transfer.

From May 2025, all single appointment bookings will be self-booked by clients on the online booking page on the www.koveminds.com website. Payment is made at the point of booking.

Payment terms

From May 2025 packages of multiple sessions can be purchased via Kove admin. For these transactions, invoices along with a payment link are sent to clients via email from the Kove team. Payment must be cleared after which appointments will be placed in the clinic diary by Kove.
Our arrangement with billing partner Patient Zone is being phased out in May 2025. Any invoices raised in this system up to June 2025 and remaining unpaid will be chased for payment by Patient Zone until all outstanding payments are completed.

Refund policy

We require 48hrs notice prior to an arranged appointment for either a refund or a session reschedule to be permitted for that appointment. Please notify Kove admin centrally on 020 7856 0464 or enquiries@koveminds.com.
In instances where 48 hours notice is given, credit will be applied to your account for arranging the next session, of the same kind, without further monetary charge.
Should you prefer to not arrange a next session, we can process a refund for the appointment less a 5% handling and credit card transaction fee.

Appointment Cancellations

Full charge applies for any appointment that is not attended without warning from you, or any appointment that is cancelled less than 48 hours prior to the arranged appointment time.
If a face-to-face appointment during the designated “in-person” clinic diary is changed to an online session in a designated online clinic diary (e.g. when practitioners are working from home) with less than 48 hours’ notice, that session will still be charged at the face-to-face session rate. Changes made more than 48 hours in advance will not incur this charge, but any partial refund will be subject to a 5% handling and credit card transaction fee.
Clients on session packages are permitted to cancel or rearrange appointments in line with our 48-hour cancellation policy and the series of sessions will be adjusted accordingly. Please note that if a cancellation or appointment time change is made less than 48 hours before the scheduled session on a package, that session will be deducted from the package.
As you near the end of your package, we kindly ask that you let our admin team know if you’d like to continue or add further sessions. If we don’t hear from you, your regular slot may be released to accommodate others on our waiting list.

Payment for parental consultations

Therapy for children tends to be more effective when occasional parent sessions are held with the Psychologist. Where parents wish to be involved in treatment – whether in person, by video, or by telephone – this time is chargeable. We charge at the hourly rate, rounded up to the nearest half hour.
Five-minute parental update calls are free of charge.
There is no obligation for caregivers of children in therapy to attend parental consultations, notwithstanding a situation where a child is at risk of harm.

Parental Consent

Upon agreeing to these terms and entering a child for any procedure with Kove – including neurodevelopmental diagnostic assessments – the named parent or guardian agrees in full that they confirm consent for all other parents and/or legal guardians who are required to give consent for treatment by law. Kove is not responsible for, and is in no way legally liable for, obtaining this consent.

Further Policies

We are bound by the Code of Ethics and Practice of relevant professional accrediting bodies. Typically our clinicians are regulated by British Association for Behavioural & Cognitive Psychotherapies (BABCP), Health and Care Professions Council (HCPC), and British Association for Counselling and Psychotherapy. This may differ from between clinicians and the details of professional registration of clinician overseeing your care can be requested at any time. Copies of codes of relevant practice and ethics can be found online: https://babcp.com/ or https://www.hcpc-uk.org/ or https://www.bacp.co.uk/.
Subject to us being satisfied that your problem is one that might be helped by psychological service input, we agree to offer you as many sessions as necessary. This is our commitment to you. You are not contracted to any specific number of sessions. You may terminate therapy without further cost at any time you wish.
The normal duration of each session is 50 minutes. However, we reserve the right to amend that time for therapeutic reasons. If for any reason you are late for a session, we will see you for the duration of the remainder, but will be unable to work beyond the allotted time as this will normally disrupt the clinic for other patients who may be waiting.
The cost of therapy includes any written materials we may supply, but excludes the cost of any books that we may suggest you read.
In event that a private health care plan is being used to find your treatment, therapy will not commence until approval in writing has been received from the funding agency or you are able to provide the relevant authorisation code.
As part of our code(s) of practice we are required to carry out continuing professional development, and to engage in regular on-going clinical supervision. This is to ensure an ethical and professional service to clients. We may discuss your case in supervision but would not use any identifying details.
If we wish to record a session we will ask you first.
Confidentiality will be maintained within the codes of ethics and legal requirements that we subscribe to professionally. Confidentiality does not apply where it would mean that we, as your therapy team, might break the law, or where withholding information means we would breach our codes of ethics.
Confidentiality may be breached if we consider there is a risk you might harm yourself or others. In such exceptional circumstances, where there is concern for your or others’ wellbeing, it may be necessary for us to consult and seek help outside the therapeutic relationship. In an event where we are considering breaching your confidentiality, you will normally be consulted first.
In the case of a disclosure concerning acts of terrorism, vulnerable adult or child protection issues or drug trafficking, confidentiality will be breached and such disclosures will be passed onto the relevant authority without delay. Due consideration should be exercised before disclosing anything of a previously unreported criminal nature, as we are obligated to contact relevant authorities.
Our therapeutic relationship will remain a professional one at all times, the boundaries of which (such as contact outside of our sessions) can be agreed between us during our sessions.
Notes will be taken during and after each session, which will be kept in accordance with the Data Protection Act (1998). These notes will be securely stored. We can discuss the disposal, retention or otherwise of any such notes at the end of our engagement. They are disclosed to no one other than a clinician’s clinical supervisor who will use information to assist with best clinical practice, unless required under a court of law subpoena. You have the right to inspect your records should you so wish, and this request will be fulfilled during a therapy session.
Therapy can at times be demanding and bring up heightened emotion. You may at times find this process difficult, and feel the need to end therapy. Your feedback on the process will be asked for at the end of at least some sessions. If you feel unhappy with any aspects of the treatment being offered please do try and communicate this verbally. This gives a clinician and patient the chance to address and resolve any barriers or other issues. In the normal course of events you will probably know when you are ready to finish therapy, and we will agree together on the work we need to do to prepare for this.
We will not suddenly or without warning terminate our contract, except in exceptional circumstances, which would become clear in the course of the/our work together. This would be fully discussed at that time. Please note any threats or acts of violence will invalidate this agreement and therapy will cease. Sessions will not take place if you arrive under the influence of alcohol or non-prescribed medication.
You will be notified of any holidays of clinicians in advance. However, there may also be occasions when sessions are cancelled by us because of illness, attendance of training sessions, other meetings, and other reasonable exceptions. We will try to give you as much notice as possible of any cancellation and will offer alternative replacement times.
If you have been referred by an outside agency, for example a solicitor or insurance company and there is a pending civil court case – for example if you have been injured as a result of a road accident, we draw your attention to the fact that under the Data Protection Act (1988) we may be obliged to supply copies of our therapy records to a requesting appropriate party provided that you consent.
In the event of you being unhappy with the service you receive, please discuss this with Kove. If you feel unable to do so or do not receive satisfactory resolution, then you have the right to complain to relevant professional bodies.