Terms of Business
How booking, fees, payment, cancellations and refunds work when you use Tavana's services.
About These Terms
These terms explain how Tavana Health Group works with clients: booking, fees, payment, cancellations and refunds. By booking a service, you agree to these terms. Please read them alongside our Therapy Agreement and Privacy Policy.
Tavana Health Group Ltd, company number 16770307, registered office Bartle House, 9 Oxford Court, Manchester M2 3WQ. Email: info@tavana.co.uk. Phone: +44 (0) 7708 407 996.
Our Services & Your Therapist
Tavana offers Cognitive Behavioural Therapy (CBT) and related psychological services, delivered online. Therapy is provided by Mehran Khederhamzeh, who is accredited by the British Association for Behavioural and Cognitive Psychotherapies (BABCP) as a Cognitive Behavioural Psychotherapist (BABCP membership number 1032254). You can check accreditation on the CBT Register.
Our services include:
- A free 20-minute consultation;
- A 50-minute CBT assessment;
- 50-minute one-to-one CBT sessions, in English or Farsi;
- 50-minute psychological education sessions;
- Online CBT workshops.
Information on our website is general and is not a substitute for individual clinical advice.
Tavana is not an emergency service. If you are in crisis or at risk of harm, call 999, contact NHS 111 and choose the mental health option, or call Samaritans free on 116 123. See our Crisis Support page for more support.
Who Can Use Our Services
Our services are for adults aged 18 and over who live in the UK and are in the UK at the time of their sessions.
We may not be able to offer therapy if it is not the right fit for your needs, for example if you need urgent, specialist or face-to-face care, or if your needs are outside our therapist's area of competence. In that case we will explain why and suggest other sources of support.
How Booking Works
- Free consultation: book a free 20-minute consultation through our online booking page. This is a chance to talk about what you are looking for and whether Tavana is the right fit.
- Agreeing your sessions: if you decide to go ahead, we will agree your assessment and session times together, and we will book them for you. You will receive a confirmation email for each appointment, with a link to your video session.
- Workshops: book and pay directly through our online booking page.
Please give accurate details when you book, including your full address, date of birth and GP details, so that we can provide safe care.
Fees
| Service | Length | Fee |
|---|---|---|
| Free consultation | 20 minutes | Free |
| CBT assessment | 50 minutes | £70 |
| One-to-one CBT session (English or Farsi) | 50 minutes | £70 |
| Psychological education session | 50 minutes | £70 |
| Tavana CBT Workshop | 4 hours, online | £150 |
| Foundation package | 4 sessions | £240 |
| Development package | 10 sessions | £560 |
| Mastery package | 16 sessions | £840 |
Concessions are available on all our services for perinatal clients, students and veterans. Please ask us at your free consultation, or contact us before booking a workshop.
Fees include any VAT that applies. We will give you at least 30 days' notice of any change to our fees. A change will not affect sessions you have already paid for.
Payment
- Sessions: when we book a session for you, we will email you an invoice with a secure online payment link. Please pay at least 24 hours before the session.
- Workshops: paid in full when you book online.
- Packages and gift cards: paid in full at purchase.
Online payments are processed securely by Stripe, by card, Apple Pay or Google Pay. If you would prefer to pay by bank transfer, please use your invoice number as the reference.
If payment has not been received 24 hours before a session, we will contact you, and we may need to postpone the session until payment is made.
Cancelling or Changing an Appointment
We know that life can be unpredictable.
- 48 hours' notice or more: you can cancel or rearrange free of charge, using the link in your confirmation email or by contacting us. If you have already paid, we will refund you or move the payment to your new appointment.
- Less than 48 hours' notice, or a missed session: the full session fee is payable. We will always consider exceptional circumstances, such as illness or emergencies, with care.
- Late arrival: your session will still finish at its scheduled time, and the full fee applies.
The online booking system does not allow cancellations within 48 hours, so please email or phone us instead.
If We Need to Cancel
If your therapist is unexpectedly unable to attend, for example because of illness, we will contact you by phone or email as soon as possible, and offer a new time or a full refund. You will never be charged for a session we cancel.
Your 14-Day Right to Cancel
Because you book with us at a distance, UK consumer law gives you the right to cancel within 14 days of booking or purchase, without giving a reason.
If you ask us to start a service within those 14 days (for example, by booking a session for next week), you agree that:
- You will pay for any sessions you have already received before you cancel; and
- Once a service has been fully provided, the 14-day right to cancel no longer applies to it.
To cancel, email info@tavana.co.uk. We will refund any money due within 14 days.
Workshops
- Cancel 7 days or more before the workshop: full refund.
- Less than 7 days before: no refund, but you can move your place to a future workshop or transfer it to someone else. Please let us know their name and email.
- If we cancel or reschedule a workshop: you can choose a full refund or a place on another date.
Workshops take place on Microsoft Teams. Joining details are in your confirmation email.
Packages
- A package can be bought after your assessment, once we have agreed together that CBT is right for you.
- Package sessions are valid for 12 months from purchase.
- You can ask for a refund for unused sessions at any time. We will refund the difference between what you paid and the sessions you have used, charged at the standard fee of £70 per session.
- The 48-hour cancellation policy applies to each package session.
Gift Cards
- Gift cards are valid for 12 months from purchase and can be used for the service named on the card.
- The buyer can cancel an unused gift card for a full refund within 14 days of purchase. After that, gift cards cannot be exchanged for cash.
- Gift cards for CBT packages are used as credit towards therapy after a free consultation and assessment, to make sure therapy is right for the recipient.
Online Sessions
Sessions take place by secure video through Cliniko. Please join from a private, quiet space in the UK where you cannot be overheard, with a stable internet connection.
If the connection fails, we will try to reconnect, then phone you. If a session cannot go ahead because of a problem on our side, we will offer a new time at no cost.
Our Commitment to You
We provide our services with reasonable care and skill, in line with the BABCP Standards of Conduct, Performance and Ethics. Therapy outcomes depend on many factors, and we cannot guarantee particular results.
If something goes wrong in your care, we will be open and honest with you, apologise, explain what happened, and do what we can to put it right.
Liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited under UK law. We are not responsible for losses that were not reasonably foreseeable, or for problems caused by your own internet connection or equipment.
Complaints
If you are unhappy with any part of our service, please tell us. Our Complaints Procedure explains how we will respond. If you are not satisfied with our response, you can raise your concern with BABCP, which accredits our therapist.
Our Website
You may use our website for personal, non-commercial purposes. Content on our website, including text, images and branding, belongs to Tavana and must not be copied without our permission. We are not responsible for the content of other websites we link to.
Your Information
We handle your personal information as described in our Privacy Policy.
Changes to These Terms
We may update these terms from time to time. The version that applies to you is the one in force when you book. The latest version is always on our website.
Governing Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.