Terms & Conditions for Supply of Services
Last updated: 28 July 2026
1 These Terms
1.1 What these terms cover. These Terms specifically apply to any Services that I may provide to You from time to time and constitute the contract between myself in relation to the supply of the Services by me to you. These Terms are deemed effective from the date you proceed to book an Appointment, use or receive any of the Services, or pay for any of the Services (whichever is soonest).
1.2 Why you should read them. Please read these Terms carefully before you purchase my services. These Terms tell You who I am, how I will provide Services to you, how I may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact me to discuss.
1.3 Changes to these terms. I reserve the right to alter these Terms from time to time and it is your responsibility to review the Terms before each Appointment. If you do not wish to be governed by the new version of the Terms, you must notify me and cease to use my Services.
2 Information About Me & How to Contact Me
2.1 Who am I? I am Lucy Russell, a sole trader established in England and Wales and a certified Hypnotherapist, Master NLP Practitioner, Life Coach, Yoga Teacher and Master Reiki Practitioner. I am based in London, England. I work with clients globally, primarily online via Zoom video call. On occasion I offer in-person appointments by individual arrangement only. In-person availability is not publicly advertised and is agreed on a case-by-case basis.
2.2 VAT. Where applicable, prices shown are inclusive of VAT at the prevailing rate unless stated otherwise. If VAT applies to the Services, you agree that VAT will be included in the Price and shown on any invoice/receipt provided. If VAT rates change, prices may be adjusted accordingly for future bookings (this will not affect Services already paid for).
2.3 How to contact me. You can contact me by writing to me at enquire@lucy-russell.com. 2.4 How I may contact you. If I have to contact you, I will do so by writing to you at the email address you provided to me when you booked your Appointment, or by telephone with your permission as given in the Client Intake Form.
3 Definitions
"Appointment" shall mean a pre-agreed and confirmed date and time when I will discuss and provide the Services to you, whether delivered online or in person.
"Client Intake Form" means the form that you are required to complete before your first Appointment. It covers your contact details, medical history, and any other information reasonably required to assess suitability and comply with professional and insurance obligations.
"Privacy and Confidentiality Agreement" means the agreement setting out how your personal and clinical information will be handled, which you are required to sign before your first Appointment.
"BAThH" means the British Association of Therapeutic Hypnotists and NLP Practitioners, the governing association of which Lucy Russell is a member.
"Price" means the charges payable by you in respect of any Services provided by me to you in accordance with clause 8.
"Services" refers to any hypnotherapy, neuro-linguistic programming, reiki, yoga and life coaching services and/or advice provided by me to you under these Terms, including any of the services further detailed in clause 7, whether delivered online or in person.
"Terms" shall mean the terms and conditions herein and any other terms that govern your use of the Website, including the Website Terms of Use at www.lucy-russell.com/website-terms and the Privacy and Cookie Policy at www.lucy-russell.com/private-policy.
"Website" shall mean my website at www.lucy-russell.com.
"I", "me" or "myself" shall be references to Lucy Russell, a sole trader established in England and Wales.
"You", "your" or "yourself" shall be references to any person who shall use the Services.
4 Standards Of Behaviour
4.1 I will use best practice at all times and adhere to the standards of conduct as stated by BAThH and in accordance with my professional liability insurance policy through Balens.
4.2 In return for attending your Appointment you agree to the following standards of behaviour:
a. Complete the Client Intake Form and Privacy and Confidentiality Agreement truthfully and accurately before your first Appointment.
b. Provide a GP or specialist medical note (for example from a neurologist or psychologist) when required to do so, as this will allow me to decide whether I can help you.
c. Be free from drugs and alcohol (except medication prescribed by your doctor).
d. You undertake not to harm yourself, or any other person, including myself or any property belonging either to me, the practice or any other person.
e. Be committed to your treatment and treat me with respect.
f. If you do come to Appointments under the influence of alcohol or recreational drugs or demonstrate violent, abusive or anti-social behaviour, I reserve the right to cancel the Appointment and refuse to provide any Service to you.
5 Medical Disclaimer & Release
I aim to always act in my clients' best interests. Therefore, please note that my Services are not suitable for those in crisis. If you are contemplating suicide or believe you are at risk of harming yourself or others please contact the emergency services in your country (999/112 for UK) or go to any hospital accident & emergency department.
5.2 I am not a healthcare practitioner or provider. Any information provided through this website is for general informational purposes only and is not intended to constitute or substitute for:
a. medical advice or counselling;
b. the practice of medicine including but not limited to psychiatry, psychology, psychotherapy or the provision of health care diagnosis or treatment;
c. the creation of a physician-patient or clinical relationship; or
d. an endorsement, a recommendation or a sponsorship of any third party, product or service.
5.3 If you have or suspect that you have a medical problem, contact your health care provider promptly.
5.4 You acknowledge and agree that you will consult with your doctor if you have any questions or wish to seek advice regarding a medical condition, your diet, nutritional supplements, an exercise regimen or any other matter related to your health or general well-being.
5.5 You take responsibility to consult with a doctor before undertaking any of my Services (in particular, if you are taking severe medication, you are pregnant or you have severe medical conditions) and I shall be entitled to rely on your confirmation that you have done so.
5.6 I will always do my best to help you achieve a successful outcome to your treatment. However, you accept that an agreement to work on an issue does not mean that a particular outcome can be guaranteed. Fees are payable for your Appointments and for my time and expertise, regardless of the outcome. Results may differ from person to person.
5.7 Nothing in this clause will exclude any of my liability that may not be excluded under applicable law.
6 Supply Of Services
6.1 You must be over the age of 18 to use my Services. If you are under the age of 18, you must ask a parent or guardian to register with me and both you and your parent/guardian will be subject to these Terms. Where Services are provided to a client who was a minor at the time of treatment, clinical records will be retained for a minimum of seven years from the date that client turns eighteen, in accordance with my professional insurance obligations.
6.2 I shall provide the Services to you in accordance with these Terms and with reasonable care and skill, in accordance with all applicable laws and regulations.
6.3 I shall carry out the Services within the period confirmed in the booking confirmation email. If no time or period has been agreed, this will be within a reasonable time.
6.4 My carrying out of the Services might be affected by events beyond my reasonable control. If so, there might be a delay before I can restart the Services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances.
6.5 I can offer no guarantees in relation to the suitability or effectiveness of the Services for all persons or in relation to the treatment of any specific desired outcome.
6.6 Online sessions. The majority of Services are delivered online and conducted via Zoom video call. You are responsible for ensuring that you have a good internet connection, microphone, headphones and camera to ensure your Appointment runs smoothly. You are also responsible for your own environment during online sessions, including ensuring appropriate privacy, suitable conditions for the session, and the security of your own device and connection. I cannot be held responsible for technical failures on your side that affect the delivery of an online Appointment.
6.7 In-person sessions. On occasion I offer in-person appointments by individual arrangement only. In-person availability is not publicly advertised and is agreed on a case-by-case basis. Where an in-person appointment has been agreed, you are responsible for making your own way to the agreed location and for arriving on time. Details of the location will be provided to you in writing in advance of your Appointment.
7 My Services
7.1 I provide therapeutic services including hypnotherapy and related supportive practices. All Services are non-medical, non-diagnostic, and are provided on a supportive, exploratory basis rather than as a substitute for medical or psychological treatment. Online delivery via Zoom is the primary and default mode of delivery. On occasion in-person appointments are available by individual arrangement only and are not available as a standard booking option.
a. Free 20-minute introductory call (Zoom). A 20-minute video call via Zoom. An opportunity for you to share your concern and ask questions. I will explain how hypnotherapy can support you, describe how I work, and recommend the most suitable programme or approach. This call is not therapy and does not constitute medical or mental health advice.
b. Core Hypnotherapy Programme (5 appointments). A structured programme of five hypnotherapy appointments. The first appointment is 75 minutes in duration; subsequent appointments are 60 minutes each. Delivered online via Zoom or in person by individual arrangement. This programme is suited to issues with multiple layers, longstanding patterns, or states of feeling blocked, stuck, or disconnected. The work focuses on identifying and engaging with the deeper root-cause emotional, relational, and unconscious dynamics that may be contributing to the difficulty. Includes: key supporting notes; three general hypnotherapy audio recordings to support integration between appointments.
c. Deep Hypnotherapy Programme (10 appointments). An extended programme of ten hypnotherapy appointments. The first appointment is 75 minutes in duration; subsequent appointments are 60 minutes each. Delivered online via Zoom or in person by individual arrangement. Suited to deeper, multi-layered work, longstanding patterns, or periods of significant transition requiring sustained therapeutic support. Includes: key supporting notes; three general hypnotherapy audio recordings; one bespoke hypnotherapy audio recording created specifically for you.
d. Intensive Therapeutic Support Programme (3 months, bespoke). A bespoke programme designed for those navigating periods of heightened transition, complexity, or intensity, where more continuous and responsive therapeutic contact is required. The work is process-led rather than time-led, shaped collaboratively around what is most supportive at each stage. Typically includes 8-10 therapeutic sessions over three months. The first session is 75 minutes in duration; subsequent sessions are 60 minutes each. Weekly support calls between appointments are also included, and a combination of general and bespoke hypnotherapy recordings tailored to your process.
e. Bespoke and additional support. Additional appointments, recordings, or support may be agreed in writing from time to time and will be charged at the rate agreed in writing.
7.2 Scheduling and use of appointments.
a. Appointment dates and times will be agreed between us in advance. Appointments typically begin weekly, followed by longer intervals to observe progress.
b. Unless otherwise agreed in writing, appointments within the Core and Deep Programmes should be used within six (6) months of the first appointment date. For the Intensive Programme, appointments must be used within the agreed three-month term.
c. If you do not attend an appointment or you cancel late, the appointment may be treated as used in accordance with clause 10.
7.3 Recordings.
a. General recordings are non-bespoke audios selected by me and provided for general support and integration between appointments.
b. Bespoke recordings are created specifically for you based on the themes and work arising within our sessions together.
c. All recordings are intended for personal use only and must not be shared, distributed or resold (see clause 15).
7.4 Support between appointments. Email support is available between appointments as standard. For the Intensive Programme, weekly support calls are included. Support calls are brief check-in contact and are not a substitute for emergency or crisis care.
7.5 No guarantee of outcomes. I will provide the Services with reasonable care and skill. However, you acknowledge that results vary from person to person and no particular outcome can be guaranteed. Fees are payable for my time and professional expertise regardless of outcome.
8 Prices & Payment
8.1 The price for Services is not published on the Website and is agreed individually with each client following the introductory call.
8.2 All prices will be confirmed to you in writing (by email or invoice) before any payment is taken and before Services commence.
8.3 Unless expressly stated otherwise, all prices are quoted in pound sterling (£).
8.4 Payment for Services is required in full and in advance, unless otherwise agreed in writing. Payment constitutes acceptance of the agreed Services and these Terms.
8.5 Accepted payment methods include Stripe, PayPal, and other payment methods made available from time to time.
8.6 I reserve the right to review and amend my prices from time to time. Any change in pricing will not affect Services that have already been agreed and paid for.
8.7 Payment plans may be available in individual circumstances. Please contact me at enquire@lucy-russell.com to discuss.
9 Booking Appointments
9.1 All bookings begin with a free 20-minute introductory call via Zoom, which can be scheduled at www.lucy-russell.com/appointments. Following the introductory call, I will send you a link to the appropriate programme or package for you to book and pay for directly. In-person appointments are not bookable through the Website and are arranged by individual agreement only.
9.2 To confirm your booking you will need to complete the Client Intake Form and the Privacy and Confidentiality Agreement, provide your contact details, select your preferred appointment date and time, and pay the Price where applicable. These forms will be sent to you automatically on booking and must be completed before your first Appointment.
9.3 You will receive a confirmation of your Appointment via email, including confirmation of payment and appointment time, and your Zoom link. For in-person appointments, location details will be provided in the confirmation email.
9.4 You are responsible for ensuring that your details are complete and accurate before you submit a booking. If you think there is a mistake, please contact me immediately.
9.5 Submission of a booking request does not constitute acceptance. My acceptance of any Appointment takes place when you receive written confirmation from me as described at clause 9.3.
9.6 You will receive a reminder via email the day before your Appointment.
10 Your Rights to Reschedule or Cancel Your Appointment
10.1 If you need to cancel or reschedule your Appointment, please contact me at enquire@lucy-russell.com at least 72 hours in advance.
10.2 Your right to a refund shall be as follows:
a. Cancellations made 72 hours or more before the Appointment will be refunded in full.
b. Cancellations made between 24 and 72 hours before the Appointment will be refunded at 50% of the Price paid.
c. Cancellations made within 24 hours of the Appointment will be non-refundable, unless there is an emergency circumstance, in which case we shall discuss and reach an individual agreement.
d. A forgotten or no-show Appointment will be non-refundable.
11 My Right to Cancel or Reschedule an Appointment
11.1 I may cancel or reschedule an Appointment:
(a) where I have not received your payment;
(b) due to an event outside my control; or
(c) due to the unavailability of the relevant time slot.
11.2 I will not be held liable in these circumstances, but I may opt to rebook your Appointment to a convenient alternative time or, where no alternative is possible, refund any sums paid for cancelled Services.
11.3 I reserve the right to refuse or stop providing Services to anyone where in my reasonable opinion I deem it necessary and/or appropriate to do so.
11.4 If you fail to attend an Appointment for any reason, I reserve the right to refuse to book another Appointment in the future.
11.5 If I have to cancel an Appointment, I will promptly contact you and any payment you have made for Services not yet provided will be refunded to you.
11.6 If my supply of the Services is delayed by an event outside my control, I will contact you as soon as possible and will take steps to minimise the effect of the delay.
12 Limit Om My Responsibility For You
12.1 My liability to you shall be limited as set out in this clause 12.
12.2 I limit my liability under these Terms to the fullest extent permitted by law. To the extent that I am not able to exclude my liability, your sole remedy shall be the re-performance of the relevant Services or a full refund of the Price.
12.3 I will not be liable for any loss or damage where:
(a) there is no breach of a legal duty of care owed to you by me;
(b) loss or damage is not a reasonably foreseeable result of any such breach; or
(c) any loss or damage results from your breach of these Terms.
12.4 I am not liable for:
(a) any loss of income or anticipated profits;
(b) any loss of opportunity;
(c) loss of or damage to goodwill;
(d) losses suffered by third parties; or
(e) any indirect, consequential, special or exemplary damages.
12.5 I shall not be liable in respect of anything caused by your deliberate default.
12.6 I only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose my liability to you will be limited as set out in this clause
12. 12.7 Nothing in these Terms excludes or limits my liability for death or personal injury caused by my negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms affects your statutory rights.
13 Clients Outside The UK
I am based in London, England, and hold the certification required to provide my Services as recognised within the UK. The majority of my Services are delivered online and are available to clients globally. On occasion I offer in-person appointments by individual arrangement only, which are not publicly advertised. For all aspects of the Services, only UK standards and codes of practice are applicable, regardless of where you are located. You are responsible for ensuring that you use my Services in accordance with the applicable laws and regulations in your country. By booking, you confirm that you are permitted to receive the Services in your location.
14 Your Privacy & Personal Information
14.1 My Privacy Policy is available at www.lucy-russell.com/private-policy.
14.2 Your privacy and personal information are important to me. Any personal information that you provide to me will be dealt with in strict confidence and in line with my Privacy Policy.
14A Confidentiality
14A.1 I regard the confidentiality of everything discussed within our therapeutic relationship as fundamental to the work. All information shared with me - whether in sessions, forms, correspondence, or any other communication - will be treated as strictly confidential.
14A.2 Confidentiality means that I will not disclose any information about you, your identity as a client, or the content of our work together to any third party without your explicit consent, except as set out in clause
14A.3 below. 14A.3 There are limited circumstances in which I am professionally and legally required to act on information disclosed within our work, regardless of your consent. These include:
a. Where I believe there is a serious and imminent risk of harm to you or to another identifiable person;
b. Where I am required to do so by a court order or other lawful legal obligation;
c. Where disclosure is required for the prevention or detection of a serious crime;
d. Where I am required to report to a regulatory or professional body in the context of a complaint or disciplinary process.
14A.4 Where it is safe and appropriate to do so, I will endeavour to discuss with you any situation that may require me to breach confidentiality before doing so.
14A.5 I may discuss clinical work in general terms with a professional supervisor for the purpose of maintaining the quality and safety of my practice. Supervision is bound by the same duty of confidentiality and your identity will not be disclosed.
14A.6 Client records are maintained securely and retained for a minimum of seven years following the last session, or, where the client was a minor at the time of treatment, for a minimum of seven years from the date the client turns eighteen.
15 Licence & Intellectual Property Rights
15.1 The copyright and other intellectual property rights in the Content (including photographs and graphical images) are owned by me or my licensors.
15.2 Any redistribution or reproduction of part or all of the Content in any form is prohibited other than you may print or download extracts for your personal and non-commercial use only.
15.3 You may not, except with my express written permission, distribute or commercially exploit the Content. All recordings provided as part of my Services are for your personal use only and must not be shared, distributed, or resold. 15.4 Any rights not expressly granted in these Terms are reserved to me.
16 Complaints
16.1 I sincerely hope that you will be happy with my Services. However, if you do have any complaints regarding the Services I provide, please contact me at enquire@lucy-russell.com.
16.2 Complaints must include the date and location of the incident, the full name of the complainant, details of the complaint and a desired outcome.
16.3 All complaints will be taken very seriously and a response will be provided within 30 days. You have the right to refer any unresolved complaint to BAThH (British Association of Therapeutic Hypnotists and NLP Practitioners) at www.bathh.co.uk.
17 Termination
17.1 I reserve the right to terminate this agreement at any time in the event that in my opinion you are not likely to benefit from ongoing treatment with me, by giving you one week's notice.
17.2 Without limiting any other rights or remedies, I may terminate the agreement with immediate effect by providing written notice to you if you breach any of the provisions set out in these Terms.
17.3 You may terminate this agreement by notifying me at enquire@lucy-russell.com, provided you give 2 weeks' written notice. The notification will not be effective until I have received it and provided confirmation of receipt.
18 Other Important Items
18.1 These Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms.
18.2 These Terms constitute the entire agreement between us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.
18.3 If any provision or part-provision of these Terms is or becomes invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable.
18.4 A waiver of any right or remedy under these Terms or by law is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy.
19 Jurisdiction & Applicable Law
19.1 These Terms, and any dispute or claim arising out of or in connection with them, shall be governed by, and construed in accordance with, the law of England and Wales.
19.2 Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.