Last Updated: November 2025

The Terms and Conditions

The following are the Terms and Conditions (the “Agreement”) which govern your access and use of our online Hub through which therapy may be provided (collectively the “Hub”). This website is owned and operated by Omnia Therapy Ltd, located at 2nd Floor, 10 Charles II Street, London, England, SW1Y 4AA, company number 14389028, ICO registration number ZB513535, email [email protected].

 

The Hub may be provided or accessible via multiple websites or applications whether owned and/or operated by us or by third parties, including, without limitation, the website www.ohgtherapy.com and its related apps.

By accessing or using the Hub, you are entering into this Agreement. You should read this Agreement carefully before starting to use the Hub. If you do not agree to be bound to any term of this Agreement, you must not access the Hub.

When the terms “we”, “us”, “our” or similar are used in this Agreement, they refer to Omnia Therapy Ltd, which is the Data Controller for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Data-protection queries may be directed to our Data Protection Lead at [email protected].

The Therapists and Therapist Services

The Hub may be used to connect you with a therapist who will provide services to you through the Hub (“Therapist Services”).

For U.K.-based Therapists

We require every Therapist providing Therapist Services on the Hub to be a registered or accredited member of a recognised professional body such as the BACP, NCPS, UKCP, or HCPC, or to be a trainee counsellor practising under the supervision and governance of Omnia Therapy.

All Therapists must hold a relevant counselling or psychotherapy qualification (or be in formal training towards one), have suitable professional indemnity insurance, and work in accordance with the BACP Ethical Framework for the Counselling Professions or equivalent professional code.

Equality, Diversity and Inclusion

Omnia Therapy Ltd values equality, diversity, and inclusion within all aspects of its practice. Therapists and staff are expected to demonstrate respect for clients irrespective of age, disability, gender, race, religion or belief, sexual orientation, or any other protected characteristic, in accordance with the BACP Ethical Framework and the Equality Act 2010.

Mode of Therapy Delivery

Therapy services delivered through Omnia Therapy may take place via secure video, telephone, or live-chat sessions using the Omnia Hub or other encrypted platforms approved by the Company.
All modes of delivery are conducted in accordance with the BACP Ethical Framework (2024), NCPS Ethical Principles, and the UK GDPR.

Clients are responsible for ensuring they have a private, safe, and confidential space for sessions. Therapists must use professional, secure devices and conduct sessions in confidential environments.

Omnia Therapy works with a combination of qualified and trainee therapists. All trainees are working towards qualification and becoming registered or accredited  members of a professional body (such as BACP or NCPS), and practise under close clinical supervision and organisational governance. Clients will be clearly informed if their therapist is a trainee.

The same ethical, professional, and data-protection standards apply to all modes of delivery.

Practitioner Engagement Status and Governance

Therapists are independent providers who are neither our employees nor agents nor representatives. The Hub’s role is limited to enabling the Therapist Services. The Therapists themselves are responsible for the performance of the Therapy Services.

 

All practitioners (including trainees) deliver services under Omnia Therapy’s clinical-governance framework, safeguarding policy, and supervision standards, regardless of engagement status.

If you feel the Therapist Services provided do not fit your needs or expectations, you may change to a different Therapist who provides services through the Hub. If a Therapist you have been connected with stops using the Hub, we will notify you by email and offer you a new match.

While we hope the Therapist Services are beneficial to you, you understand and acknowledge that they may not be appropriate for every situation and are not a substitute for in-person medical care where required.

Crisis and Emergency Use

IF YOU ARE THINKING ABOUT SUICIDE OR IF YOU ARE CONSIDERING HARMING YOURSELF OR OTHERS OR IF YOU FEEL THAT ANY OTHER PERSON MAY BE IN ANY DANGER OR IF YOU HAVE ANY MEDICAL EMERGENCY, YOU MUST IMMEDIATELY CALL YOUR LOCAL EMERGENCY SERVICES NUMBER (999 IF IN THE UNITED KINGDOM) AND NOTIFY THE RELEVANT AUTHORITIES. THE HUB IS NOT DESIGNED FOR USE IN ANY OF THE AFOREMENTIONED CASES AND THE THERAPISTS CANNOT PROVIDE THE ASSISTANCE REQUIRED IN ANY OF THE AFOREMENTIONED CASES.

You may also contact NHS 111 (option 2) for urgent mental-health support.

The Hub is not intended for clinical diagnosis requiring in-person evaluation and should not be used for official documentation such as court-ordered therapy or medical certification. It is not intended for information about drugs or medical treatment. Always seek in-person care from your doctor or other qualified professional when needed.

Non-Emergency Contact and Therapy Boundaries

Therapy with Omnia Therapy Ltd is not a crisis or on-demand service. Contact between sessions is limited to scheduling, administrative matters, or brief check-ins as agreed with your therapist. Therapeutic work takes place within scheduled sessions only.

If you experience a mental-health emergency between sessions, please contact 999 or use the emergency resources listed in your welcome information.
All non-urgent communication must take place via the Omnia platform or approved channels listed in your welcome email; personal phones or social media are not used for therapy contact.

Confidentiality and Safeguarding

Therapy is confidential; however, confidentiality is not absolute. Therapists may need to share information with the Company’s Designated Safeguarding Lead (DSL) or appropriate external agencies where:

1. There is a serious and imminent risk of harm to you or another person (for example, suicide attempt, serious self-harm, or violence);
   b. There is disclosure or reasonable suspicion of abuse or neglect of a child or vulnerable adult;
   c. There is information which may give rise to obligations under UK law, including but not limited to the Terrorism Act 2000 and the Proceeds of Crime Act 2002;
   d. A valid court order or other legal obligation compels disclosure;
   e. Supervision requirements – anonymised material may be discussed to support safe practice.

GP Notification where a Safety Plan or Risk is Identified.
Where a Safety Plan is created or any element of risk is identified during sessions, your GP may be notified so that appropriate support can be co-ordinated. You will be informed if this happens, and this discussion will form part of the safety-planning process. We collect and securely store your emergency contact and GP details at sign-up to ensure we can act in your best interests if there is a serious concern for your safety or wellbeing.

Counselling sessions are confidential. Your counsellor will not share information about you without your consent except where there is a legal or ethical duty to do so (e.g. risk of serious harm or legal requirement). Where possible, you will be informed before information is shared. Disclosures may be made to Omnia Therapy’s DSL or emergency services as appropriate.

Clinical Supervision

All therapists working with Omnia Therapy Ltd are required to engage in regular clinical supervision in accordance with the BACP Ethical Framework for the Counselling Professions and the standards of their professional membership body. The purpose of supervision is to ensure safe, ethical, and effective practice and to support professional development.

During supervision, client material may be discussed in an anonymised form – identifying details are removed wherever possible. Supervisors are bound by the same professional and legal duties of confidentiality as therapists. Information shared in supervision is treated as confidential unless a significant safeguarding or legal concern is identified, in which case the matter may be escalated to the DSL in line with Omnia Therapy’s safeguarding policy.

Designated Safeguarding Lead (DSL)

Omnia Therapy Ltd maintains a clear safeguarding structure in line with Working Together to Safeguard Children (2018) and the BACP Ethical Framework. The DSL oversees all safeguarding matters and is responsible for reviewing any concerns raised by therapists or clients regarding the safety or welfare of a child, young person, or vulnerable adult.

Where a therapist identifies a safeguarding concern or risk of serious harm, this must be discussed promptly with the DSL, who will determine any further action required – including contact with external agencies, emergency services, or local authority safeguarding partners, where appropriate.

All safeguarding disclosures or incidents are documented in Omnia Therapy’s safeguarding log and reviewed according to company policy.

DSL Contact: [email protected] (please mark “FAO Safeguarding Lead”). Deputy cover is in place to ensure continuous oversight during absence or annual leave. Clients may also contact the DSL directly if they have concerns about therapist conduct or safety.

Privacy and Security

Protecting and safeguarding any information you provide through the Hub is extremely important to us. Information about our security and privacy practices can be found in our Privacy Policy. BY AGREEING TO THIS AGREEMENT AND/OR BY USING THE HUB, YOU ARE ALSO AGREEING TO THE TERMS OF THE PRIVACY POLICY. The Privacy Policy is incorporated into and deemed a part of this Agreement.

Third-Party Content

The Hub may contain other content, products or services offered or provided by third parties (“Third-Party Content”). We have no responsibility for the creation or accuracy of such content and will not be liable for any loss caused by it.

Disclaimer of Warranty and Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, YOU HEREBY RELEASE US AND AGREE TO HOLD US HARMLESS FROM ANY AND ALL CAUSES OF ACTION AND CLAIMS OF ANY NATURE RESULTING FROM THE THERAPIST SERVICES OR 

THE HUB, INCLUDING (WITHOUT LIMITATION) ANY ACT, OMISSION, OPINION, RESPONSE, ADVICE, SUGGESTION, INFORMATION AND/OR SERVICE OF ANY THERAPIST AND/OR ANY OTHER CONTENT OR INFORMATION ACCESSIBLE THROUGH THE HUB.
 

YOU UNDERSTAND AND ACKNOWLEDGE THAT THE HUB IS PROVIDED “AS IS” WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES OF ANY KIND, INCLUDING BUT NOT LIMITED TO MERCHANTABILITY, NON-INFRINGEMENT, SECURITY, FITNESS FOR A PARTICULAR PURPOSE OR ACCURACY. THE USE OF THE HUB IS AT YOUR OWN RISK.
 

WE SHALL NOT BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE OR EXEMPLARY DAMAGES.
 

OUR AGGREGATE LIABILITY FOR DAMAGES ARISING WITH RESPECT TO THIS AGREEMENT AND ANY USE OF THE HUB WILL NOT EXCEED THE TOTAL AMOUNT PAID BY YOU THROUGH THE HUB IN THE 12 MONTHS PRIOR TO THE DATE OF THE CLAIM.

Insurance

Omnia Therapy Ltd holds current Professional Indemnity, Public Liability and (where applicable) Employers’ Liability insurance through recognised UK insurers. This insurance covers both in-person and online (telehealth) services. Evidence may be provided on request.

Payment and Cancellations

Payment is required at the time you book your appointment. If you fail to give 24 hours’ notice, the full amount will be charged. If you rearrange with at least 24 hours’ notice, there is no charge.

Consumer Contracts clarification: If you book a session to take place within 14 days of purchase, you request immediate performance of the service and acknowledge that the right to cancel under the Consumer Contracts Regulations 2013 will be lost once the session has been provided.

Therapist cancellations: If your therapist must cancel due to illness or emergency, you will not be charged and an alternative appointment will be offered. Omnia Therapy Ltd will not be liable for any indirect loss resulting from such changes.

Cancellations, Rescheduling, and Cooling-Off Rights

You may cancel or reschedule any booked therapy session free of charge if you give at least 24 hours’ notice.
Cancellations made with less than 24 hours’ notice, or non-attendance without notice, are charged in full.

Because therapy appointments are scheduled for a specific date and time, they are classed as a time-specific professional service.
When you book and confirm an appointment, you are requesting that the service begin immediately.

 

This means the statutory 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ends once your first session has taken place.

If you change your mind before therapy has begun, simply contact us to cancel the booking.
No charges will apply unless a session was already scheduled to occur within the next 24 hours.

Technical Disruptions

If a session cannot proceed because of a technical or connection issue on the part of Omnia Therapy or your therapist (for example, a platform outage or therapist system failure), the appointment will be rescheduled at no cost.

If the disruption occurs on the client’s side (for example, internet failure, device malfunction, or inability to access the platform), the standard 24-hour cancellation policy still applies.

Omnia Therapy Ltd will not be liable for indirect loss or expense arising from such disruption, provided that reasonable steps are taken to rearrange the session where appropriate.

Right to Decline, Pause, or Withdraw from Therapy

You have the right to decline, pause, or withdraw from therapy at any time. There is no minimum session requirement, and you may end therapy without penalty provided that at least 24 hours’ notice is given before a scheduled appointment.

Where possible, we encourage you to discuss any decision to withdraw with your therapist, so that the process can be managed safely and therapeutically. You may also request to transfer to a different therapist or pause sessions temporarily if circumstances change.

Therapists also reserve the right to pause or end therapy where:

• Continuing work is no longer clinically appropriate;
• Boundaries, safety, or ethical standards are at risk; or
• There is non-payment, repeated non-attendance, or behaviour that compromises safety or respect.

Any such decision will, wherever possible, be discussed with you first and may also be reviewed by a supervisor or the Designated Safeguarding Lead.
In cases where a safety plan is in place or ongoing risk has been identified, your GP may be notified in line with Omnia Therapy’s safeguarding and privacy policies. You will be informed if this happens.

Upon withdrawal, Omnia Therapy will retain your records in accordance with its Privacy Policy (normally seven years after therapy ends, or until age 25 for minors).

Your Account, Representations, and Commitments

You hereby confirm that you are legally able to consent to receive services, or that you have the consent of a parent or guardian, and are legally able to enter into a contract.

Omnia Therapy offers services to clients aged 13 and above.

• For clients under 16, we require the informed consent and involvement of a parent or legal guardian.
• For clients aged 16–17, consent may normally be given by the young person themselves where they are assessed as having sufficient understanding (Gillick competence).
• Where a young person is not Gillick competent, or where parental consent is refused, we may decline to provide services and, where appropriate, signpost to alternative support.

Minor Consent: Where consent from a parent or guardian is required, you confirm that as the consenting parent or guardian, you have the legal right to consent to services for the minor seeking therapy. You also give affirmative consent to the provisions set forth in the accompanying Privacy Policy regarding the collection, processing, and use of personal information on behalf of the minor. Consent remains valid until the therapeutic arrangement is cancelled or terminated.

You confirm and agree that all information you provide through the Hub is accurate, true, current, and complete, and you agree to keep it up to date.

You are responsible for maintaining the confidentiality of your password and any other security information related to your account (“Account Access”). You should change your password frequently and take extra care in safeguarding it. Notify us immediately of any unauthorised use of your Account Access or any other security concern.

We will not be liable for any loss or damage incurred as a result of someone else using your account, either with or without your consent. You are solely and fully responsible for all activities performed using your Account Access, and you agree to indemnify us for any damage or loss caused by its misuse.

You agree not to use the account or Account Access of any other person, and you confirm that your use of the Hub and the Therapist Services is for your own personal use only.

You agree not to interfere with or disrupt any of our systems, services, servers, networks, or infrastructure, or any of the Hub’s systems or networks, including by obtaining unauthorised access.

You agree not to use the Hub for the posting, sending or delivery of:
a. Unsolicited emails, advertisements, or promotions;
b. Malicious software or code;
c. Unlawful, harassing, privacy-invading, abusive, threatening, obscene, racist, or harmful content;
d. Content that infringes a third-party right (including intellectual-property rights);
e. Content that may cause damage to a third party;
f. Any content that may constitute or encourage a criminal action or violate any applicable law.

You agree not to violate any applicable law, regulation, or ethical code in relation to your use of the Hub and your relationship with the Therapists and us.

If you receive any file from us or from a therapist, whether through the Hub or not, you agree to check and scan this file for any virus or malicious software prior to opening or using it.

You will indemnify and hold us harmless from any and all claims, losses, demands, liabilities, costs, or expenses (including legal fees) arising out of:
a. Your access to or use of the Hub;
b. Any actions made with your account or Account Access;
c. Your violation of any provisions of this Agreement;
d. Non-payment for any services provided through the Hub;
e. Your violation of any third-party right, including intellectual property, confidentiality, or privacy.

You agree to pay all fees and charges associated with your account on a timely basis according to the published fees schedule. By providing us with your payment details, you authorise us to bill and charge you through that payment method and agree to maintain valid payment information in your account.

Modifications, Termination, Interruption, and Disruptions to the Hub

You understand and agree that we may modify, suspend, disrupt, or discontinue the Hub, any part of the Hub, or your access to it at any time with or without notice. We will not be liable for any losses or damages resulting from such actions.

While we make every effort to ensure the Hub’s reliability and accessibility, you understand that no system can be 100 % reliable, and we cannot guarantee uninterrupted or error-free service.

Complaints and Feedback

Omnia Therapy Ltd aims to provide a professional, ethical, and high-quality service at all times. If you are dissatisfied with any aspect of your therapy or the service you have received, please raise this with your therapist in the first instance.

If the matter cannot be resolved, you may submit a formal complaint in writing to [email protected] for investigation by the management team. We will acknowledge all complaints within five working days and provide a written response within 28 days wherever possible.

If you remain dissatisfied, you may escalate your concerns to the relevant professional body (e.g. BACP or NCPS) or to the Information Commissioner’s Office (ICO) if your concern relates to data handling.

Notices

We may provide notices or other communications to you regarding this Agreement or any aspect of the Hub by email, post, or online posting. The date of receipt shall be deemed the date on which such notice is given.

Notices sent to us must be delivered by email to [email protected].

Important Notes about our Agreement

This Agreement and our relationship with you shall both be interpreted solely in accordance with the laws of England and Wales, excluding any rules governing choice of laws.

You irrevocably agree that the exclusive venue for any action or proceeding arising out of or relating to this Agreement or our relationship with you shall be England and Wales. You irrevocably consent to the jurisdiction of those courts and waive any objection to their authority.

Nothing in this Agreement affects your statutory rights as a consumer.

This Agreement constitutes the entire agreement between you and us. You confirm that you have not relied upon any promises or representations by us except as set forth herein.

We may change this Agreement by posting modifications on the Hub. Unless otherwise specified, all modifications are effective upon posting. You are encouraged to check the terms frequently. By continuing to use the Hub after changes become effective, you agree to be bound by them.

We may freely transfer or assign this Agreement or any of its obligations.

If any provision of this Agreement is held to be illegal, invalid, or unenforceable, the remaining provisions will remain in full force and effect. Clauses relating to limitation of liability and indemnification shall survive termination.

 

Accessibility

Omnia Therapy Ltd is committed to ensuring that its services are accessible and inclusive in accordance with the Equality Act 2010. We will make reasonable adjustments to support clients with disabilities or access needs and invite you to inform us of any requirements prior to or during your engagement with our services.