Terms and Conditions -

Last updated: 22 April 2026

1. Introduction

These Terms and Conditions govern your access to and use of the website operated by FEEL HEARD LTD, together with any booking facility, listening session, communication, content, or related service made available through or in connection with the website.

In these Terms, “Feel Heard”, “we”, “us”, and “our” mean FEEL HEARD LTD. “You” and “your” mean the individual accessing the website or booking and using our services.

By accessing the website, making a booking, requesting that a session be supplied, or otherwise using our services, you confirm that you have read, understood, and agreed to be bound by these Terms. If you do not agree to them, you must not use the website or book a session.

These Terms should be read together with our Privacy Policy and Cookie Policy, which also apply to your use of the website and services where relevant.

2. About Us

Feel Heard is operated by FEEL HEARD LTD.

Company name: FEEL HEARD LTD.
Company number: 17145719 (registered in England and Wales).
Website: https://feelheard.co/.
Email: info@feelheard.co.

Our registered office address is publicly available on the Companies House register at https://find-and-update.company-information.service.gov.uk/.

Where required by law, the information provided on the website and in these Terms forms part of the pre-contract information supplied to consumers before a binding online booking is made.

3. Nature of the Service

Feel Heard provides non-clinical, one-to-one listening sessions. The service is intended to offer adults a confidential and respectful space in which they can talk openly and feel heard.

The service is not presented or supplied as counselling, psychotherapy, psychiatry, psychology, medical treatment, healthcare, crisis intervention, or any other regulated clinical service.

By using Feel Heard, you acknowledge and accept that:

Non-clinical service: Feel Heard offers listening and supportive conversation only.
No therapy or counselling: We do not provide counselling, psychotherapy, diagnosis, treatment, or clinical mental-health services.
No medical advice: Nothing said during a session should be treated as medical advice or healthcare guidance.
No legal or financial advice: The service is not a substitute for professional legal, financial, or other regulated advice.
No guaranteed outcome: We do not promise any specific emotional, personal, relational, or practical result from the use of the service.
No professional reliance: You must not treat anything communicated during a session as a substitute for independent advice from a qualified medical, therapeutic, legal, financial, or other regulated professional. Any observations, reflections, or comments offered by a listener are general in nature and should not be relied upon as professional guidance of any kind.
Personal responsibility for decisions: Any decisions, actions, or changes you choose to make before, during, or after a session are made at your own discretion and risk. Feel Heard accepts no responsibility for the consequences of choices made in reliance on the service.

A session with Feel Heard does not create any therapist-patient, doctor-patient, or equivalent professional treatment relationship.

4. Not an Emergency or Crisis Service

Feel Heard is not suitable for emergencies, crisis situations, safeguarding intervention, or urgent mental-health support.

You must not use the service as a substitute for emergency assistance if you are in immediate distress, feel at risk, believe someone else may be at risk, or require urgent medical or psychiatric help.

If you need urgent support, you should seek immediate assistance from the appropriate emergency or crisis service. In the United Kingdom, that may include:

Emergency assistance: Calling 999 in an emergency.
Urgent healthcare support: Contacting your GP, NHS 111, or attending A&E, as appropriate.
Crisis support: Reaching out to a recognised crisis support service or a trusted person who can assist you promptly.

We reserve the right to refuse, suspend, shorten, or end a session where we reasonably believe that the service is not appropriate for the circumstances presented.

5. Eligibility

The service is available only to individuals aged 18 years or over.

By using the website or booking a session, you warrant and represent that:

Age requirement: You are at least 18 years old.
Accurate information: All information you submit to us is accurate, complete, and not misleading.
Voluntary use: You are using the service voluntarily and of your own choice.
Service understanding: You understand that Feel Heard provides a non-clinical listening service and does not provide therapy, counselling, diagnosis, treatment, or emergency support.
Legal capacity: You are legally capable of entering into a binding contract.

If we discover, or reasonably suspect, that a booking has been made by or on behalf of a person under 18 in breach of these Terms, we may cancel the booking and take any step reasonably necessary to protect the business, the listener, and the individual concerned.

6. Booking Process and Contract Formation

Sessions must be booked in advance using the booking process made available on our website or through any other booking method expressly approved by us.

Before you submit a booking, you will be shown the essential details of the session, including the relevant price and the scheduled date and time. It is your responsibility to review those details carefully before completing your order.

A binding contract is formed when:

Booking acceptance: We accept your booking request.
Confirmation issued: We send you a confirmation email or otherwise confirm the booking in a durable form.
Payment accepted: The required payment has been successfully processed, unless we expressly agree otherwise.

We may decline a booking where, for example:

Availability issue: No suitable session slot or listener is available.
Incomplete information: The booking details are inaccurate, incomplete, or unclear.
Payment issue: Payment cannot be processed successfully.
Service suitability concern: We reasonably believe the service is not appropriate for the circumstances presented.
Misuse concern: We reasonably suspect misuse, fraud, or breach of these Terms.

If payment has been taken for a booking that we do not accept, the amount paid will be refunded.

7. Prices and Payment

All prices displayed on the website are stated in GBP (£) unless we expressly state otherwise.

The applicable price is the price shown at the time of booking. Payment is required in full at the time the booking is made, unless a different arrangement is expressly agreed in writing.

By making a payment, you confirm that:

Authority to pay: You are authorised to use the payment method provided.
Accurate payment details: The payment details submitted are current and correct.
Full payment obligation: You agree to pay all charges due in relation to the booking.

We may use third-party payment providers to process transactions. We are not responsible for any interruption, delay, or processing issue caused by a third-party payment service beyond our reasonable control.

We reserve the right to amend prices for future bookings at any time. Any change will not affect a booking already confirmed unless that booking is later changed at your request and the revised booking attracts a different price.

8. Session Delivery

Sessions are provided remotely, using the communication method identified during the booking process or otherwise confirmed by us.

At the scheduled time of the session, you are responsible for ensuring that:

Availability: You are available and contactable for the session.
Correct contact details: The phone number or other contact information you provided is accurate and up to date.
Technical readiness: Your device, signal, internet connection, and general technical setup are reasonably suitable for the session.
Appropriate environment: You are able to participate from a safe, private, and appropriate environment.

We will use reasonable care and skill in delivering the service. If you are late, unavailable, unreachable, or not in a position to participate properly at the scheduled time, the session may still end at the originally booked end time, and we will not be obliged to extend it. The UK consumer framework provides that services supplied to consumers must be performed with reasonable care and skill.

9. Your Responsibilities

You remain responsible for your own choices, actions, reactions, and decisions before, during, and after any session.

By using the service, you acknowledge that:

Personal responsibility: You remain responsible for your own wellbeing and decision-making.
Professional support where needed: You must seek qualified professional assistance where your circumstances require medical, therapeutic, psychiatric, legal, financial, or other specialist support.
Appropriate service use: You will not use Feel Heard as a substitute for treatment, diagnosis, crisis management, or emergency intervention.
Truthful communication: You will provide information honestly where relevant to the safe and proper provision of the service.

Where appropriate, we may suggest that you seek external support. Any such suggestion is general in nature and does not amount to a clinical referral or professional assessment.

10. Recording, Transcription, Monitoring, and Quality Review

Feel Heard records listening sessions and may use systems that involve transcription, review, or monitoring of sessions for purposes such as:

Training: Training listeners and improving service standards.
Monitoring: Monitoring quality, consistency, and internal compliance.
Service development: Improving systems, processes, and service delivery.
Dispute handling: Reviewing complaints, disputes, or concerns raised by users.
Safety and operational review: Investigating conduct, misuse, or operational issues.

Before any session in which recording or transcription takes place, we will provide notice. Where the applicable data protection framework requires consent, or where we choose to rely on consent as the lawful basis, we will request that consent before the recording or transcription begins. Any handling of personal data connected with such activity will be addressed further in our Privacy Policy. Lawful processing under UK GDPR requires an identified legal basis, and consent, where relied on, must be capable of withdrawal.

If a particular delivery model requires recording or transcription and you do not agree to it, we may be unable to provide the session.

11. Confidentiality and Its Limits

Feel Heard treats the content of listening sessions as confidential and expects all listeners to do the same. We will not disclose information shared during a session except in the limited circumstances set out below.

Confidentiality may be overridden or limited where:

Legal obligation or lawful authority: We are required to disclose information by a court order, statutory duty, or other binding legal process, or where a competent regulatory or law enforcement body makes a lawful request for disclosure.
Safeguarding and serious harm: We become aware of information that gives rise to a genuine and immediate concern about a serious risk of harm to you or to another person, including any concern relating to the safety of a child or vulnerable adult.
Complaint or dispute resolution: Disclosure of session-related information is reasonably necessary to investigate or respond to a complaint, dispute, chargeback, or legal claim involving the session or the service.
Recording and monitoring activity: Information is processed in connection with any recording, transcription, or monitoring activity carried out in accordance with Section 10 of these Terms and the Privacy Policy.

By using the service, you acknowledge that confidentiality is not absolute and that the circumstances described above may require or permit disclosure. Nothing in these Terms creates a duty of confidentiality equivalent to that owed by a regulated therapist, counsellor, or healthcare professional.

12. Service Availability

We aim to make the website and booking system available on a consistent basis, but we do not guarantee uninterrupted or continuous access at all times.

The website, booking functionality, or session delivery may be temporarily unavailable or reduced due to:

Scheduled maintenance: Planned updates, upgrades, or technical work.
Unscheduled disruption: System failures, hosting outages, software errors, or provider interruptions beyond our reasonable control.
External factors: Internet connectivity issues, telecommunications failures, or other circumstances affecting access.
Operational requirements: Changes to the platform, service configuration, or capacity management.

We will take reasonable steps to restore access promptly where a disruption occurs, and to notify users in advance of planned downtime where practicable. Temporary unavailability of the website does not constitute a breach of these Terms and does not give rise to any right to compensation.

13. Consumer Cancellation Rights

If you are a consumer booking online, you may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Those Regulations generally provide a 14-day cancellation period for many distance service contracts, subject to specific exceptions and rules where the consumer asks for performance to begin during that period.

Where you expressly ask us to begin supplying the service within the statutory cancellation period, and you acknowledge the legal effect of that request, your cancellation rights may be reduced or lost once the service has been fully performed in accordance with the law.

Nothing in these Terms removes any statutory right that cannot lawfully be excluded or restricted.

14. Cancellations, Rescheduling, and Refunds

Because Feel Heard offers time-based sessions reserved in advance, the following contractual rules apply in addition to any statutory rights you may have.

14.1 Cancellations by you

You may cancel a session by contacting us before the scheduled start time.

24-hour notice: If you cancel at least 24 hours before the scheduled start time, you will usually be entitled to either a full refund or one rescheduled session, subject to availability.
Late cancellation: If you cancel less than 24 hours before the scheduled start time, the booking will usually be non-refundable.
Administrative method: Cancellation requests should be sent using the contact details provided on the website or in your booking confirmation.

14.2 Rescheduling by you

You may request to move your session to another available slot.

Rescheduling window: Requests made at least 24 hours before the scheduled start time will usually be accepted once, subject to availability.
One courtesy change: Additional rescheduling requests may be refused.
No automatic right to preferred slot: A requested replacement time is not guaranteed until confirmed by us.

14.3 Missed sessions and no-shows

If you do not attend or make yourself available at the scheduled time:

No-show treatment: The session may be treated as missed or completed for booking purposes.
No refund: No refund will usually be due.
No extension: Time lost because you are late or unavailable will not usually be added to the session.

14.4 Failure on our side

If we cannot deliver the session due to a fault on our side, you will usually be offered one of the following:

Replacement session: A rescheduled session at a mutually suitable time.
Full refund: A full refund of the amount paid for the affected session.

14.5 Technical issues

Where a session is affected by a technical problem, the outcome will depend on the source and seriousness of the issue.

Our technical fault: If the issue arises from our systems or arrangements, we may offer a replacement session, a full refund, or a partial refund, depending on the circumstances.
Your technical fault: If the issue arises from your device, connection, signal, settings, local environment, or inaccurate contact details, no refund will usually be due.
Reasonable discretion: We reserve the right to assess technical disruptions case by case.

14.6 Completed sessions

Once a session has been substantially or fully delivered:

Consumed service: The session will generally be treated as consumed.
No refund after delivery: Refunds will not usually be available simply because you are dissatisfied with the outcome or expected a different result.
Statutory rights preserved: Nothing in this section affects any remedy you may have where the service was not provided with reasonable care and skill.

15. Our Right to Refuse or End a Session

We may refuse a booking, suspend access to the service, or end a session immediately where we reasonably consider that:

Service misuse: The service is being used outside its intended non-clinical scope.
Inappropriate conduct: There is abusive, threatening, discriminatory, sexually explicit, harassing, or otherwise inappropriate behaviour.
Safety concerns: The safety, dignity, or wellbeing of a listener may be at risk.
Crisis situations: The circumstances appear to require urgent, emergency, clinical, or crisis support rather than a non-clinical listening session.
Fraud or abuse: There is suspected fraud, chargeback abuse, misuse of the platform, or other improper conduct.
Breach of Terms: You have materially breached these Terms.
Legal or operational necessity: We are required to do so for legal, compliance, safety, or operational reasons.

Where a session is ended because of your misconduct or breach of these Terms, the session may be treated as completed and no refund will ordinarily be due.

16. Acceptable Use of the Website and Service

You agree to use the website and services lawfully and respectfully.

You must not:

Use the site unlawfully: Use the website or service for any unlawful, deceptive, or improper purpose.
Abuse personnel: Harass, intimidate, threaten, or abuse any listener or representative of Feel Heard.
Upload harmful material: Introduce malicious code, viruses, or other harmful technological material.
Interfere with systems: Attempt to gain unauthorised access to any system, network, account, or data.
Impersonate others: Pretend to be another person or misrepresent your identity.
Copy protected content: Copy, scrape, reproduce, or exploit website content beyond what is permitted by law or expressly authorised by us.

We may restrict or block access where misuse is suspected.

17. Intellectual Property

All intellectual-property rights in the website and its contents, including text, branding, logos, graphics, design elements, and original materials, are owned by us or licensed to us unless stated otherwise.

You are granted a limited, non-exclusive, non-transferable, revocable right to access and use the website for personal, non-commercial purposes only.

You must not, without our prior written consent:

Copy content: Reproduce website materials in whole or in part.
Republish content: Publish or distribute website content elsewhere.
Modify materials: Adapt, edit, translate, or create derivative works from our content.
Exploit commercially: Use any part of the website or service for commercial gain.

All rights not expressly granted are reserved.

18. Privacy and Data Protection

We process personal data in accordance with applicable data protection law, including the Data Protection Act 2018 and the UK GDPR framework. Our Privacy Policy explains how we collect, use, store, disclose, and retain personal data connected with website use, bookings, communications, and any session recording or transcription where implemented.

If you have a concern about how your personal data has been handled, you should contact us first. ICO guidance states that individuals are generally expected to raise the matter with the organisation and allow up to one month for a response before escalating the complaint to the regulator.

19. Third-Party Services and Links

The website may contain links to third-party websites, tools, platforms, payment providers, analytics providers, or communication services.

In relation to such third-party services:

Independent providers: They are operated independently from Feel Heard.
Own terms apply: Your use of them may be governed by their own terms and privacy notices.
No control: We do not control their content, availability, or security practices.
Own risk: Access to third-party services is at your own risk.

We are not responsible for loss or damage caused by third-party websites or services that we do not own or control.

20. Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation would be unlawful. That includes liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Any statutory right that cannot lawfully be excluded or restricted.

Subject to the above, Feel Heard shall not be liable for:

Indirect loss: Any indirect or consequential loss.
Outcome dissatisfaction: Dissatisfaction arising from the fact that the service did not produce a particular emotional or personal result.
Improper reliance: Any reliance on the service as a substitute for therapy, counselling, crisis support, medical advice, legal advice, or other professional services.
External events: Interruptions or failures caused by circumstances beyond our reasonable control.

Subject to mandatory law, our total liability arising out of or in connection with a particular booking shall not exceed the amount you paid for the relevant session.

21. Events Outside Our Reasonable Control

We shall not be responsible for delay or failure in performing our obligations where that delay or failure results from events beyond our reasonable control, including:

Telecommunications failure: Loss of phone, internet, or platform connectivity.
Technical outage: System, software, hosting, or provider failure.
Illness or incapacity: Illness or unavoidable incapacity affecting the scheduled session.
Governmental or legal restriction: Any restriction, legal measure, or emergency affecting service delivery.
Other force majeure event: Any event that could not reasonably have been prevented or avoided.

Where possible, we will take reasonable steps to reschedule an affected session or provide an appropriate refund where justified.

22. Complaints

If you are dissatisfied with any aspect of the website or service, you may contact us at info@feelheard.co.

When making a complaint, you should provide enough information for us to identify the booking and understand the issue raised. We will review complaints in good faith and respond within a reasonable period.

For consumer disputes, the EU Online Dispute Resolution platform was discontinued on 20 July 2025 and is no longer an active mechanism.

23. Changes to These Terms

We may amend these Terms from time to time to reflect:

Legal changes: Changes in applicable laws or regulatory expectations.
Service changes: Changes in our services, systems, or methods of delivery.
Business changes: Changes in the way Feel Heard operates.

The most current version will always be published on the website with the updated date shown at the top. Unless the law requires otherwise, changes will apply prospectively rather than retrospectively.

24. Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision shall be treated as severed to the extent necessary, and the remainder of these Terms shall continue in full force and effect.

25. No Waiver

Any failure or delay by us in exercising a right or remedy under these Terms shall not operate as a waiver of that right or remedy, nor shall it prevent the later exercise of that or any other right or remedy.

26. Entire Agreement

These Terms, together with any booking confirmation, the Privacy Policy, the Cookie Policy, and any other document expressly incorporated by reference, form the entire agreement between you and Feel Heard in relation to the website and the services booked through it.

27. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them, their subject matter, or their formation shall be governed by the laws of England and Wales.

If you are a consumer, you will retain the benefit of any mandatory protections available to you under the law of your country of residence where such protections apply and cannot lawfully be excluded.

Subject to that, the courts of England and Wales shall have jurisdiction over disputes arising in connection with these Terms.

28. Contact

If you have any questions about these Terms, please contact:

FEEL HEARD LTD
Email: info@feelheard.co
Website: https://feelheard.co/.

Our registered office address is publicly available on the Companies House register at https://find-and-update.company-information.service.gov.uk/.