Terms of Service
Last updated · 21 October 2026
Clear expectations for working together
These terms explain use of this website and the services offered by Emma Langton, trading as The Flawed Journey. They should be read alongside the booking information, Privacy Policy and any counselling or group agreement supplied to you. Specific arrangements are agreed before a service begins; nothing here removes your statutory rights.
Email: theflawedjourney@gmail.com
1. The services offered
The Flawed Journey offers individual counselling, online couples counselling, Write to Heal journaling sessions and Somewhere Between expat peer-support groups. The format, duration, price and availability of the service you choose are shown in the relevant booking information.
Write to Heal supports personal reflection through guided journaling. Somewhere Between offers peer support and connection. These group events are not a substitute for individual counselling, medical treatment or crisis support. Website articles and resources provide general information rather than individual advice or a diagnosis.
2. Consultation, suitability and beginning counselling
The initial free consultation is a 30-minute phone or WhatsApp voice conversation to discuss what you are looking for and whether working together feels suitable. It does not commit either of us to ongoing sessions.
Counselling begins once suitability, fees, practical arrangements and the counselling agreement have been discussed and agreed. A website enquiry or consultation does not establish an ongoing counselling arrangement. Online work may depend on your location, relevant rules, insurance cover and whether suitable support can be provided.
The main services are intended for adults. Any work with someone under 18 must be individually agreed, with appropriate consent and safeguarding arrangements; an adult booking should not be used to bypass that process.
3. Booking and payment
Please provide accurate contact and booking information and keep it up to date. Check your confirmation carefully, including the time zone. Appointments and groups are booked through the booking service linked from this website.
Fees are agreed or displayed before booking. Payment for counselling is due no later than one hour before the session unless we have agreed otherwise in writing. An appointment booked within 48 hours requires advance payment. Group and package payment arrangements are shown before purchase. Contact me before the payment deadline if there is a difficulty.
Any future fee change will be communicated before it applies to your sessions; it will not retrospectively change a service already paid for.
4. Cancelling or rescheduling counselling
Please give at least 48 hours’ notice if you need to cancel or move a counselling appointment, using your booking link where available or emailing me.
With less than 48 hours’ notice, or if you do not attend, the agreed session fee is normally payable because the time has been reserved for you. Any charge must be fair, reflect the loss caused and take account of loss reasonably avoided, including where the slot is filled. This policy does not override statutory cancellation or refund rights.
If I need to cancel, I will offer an alternative appointment or refund any payment for the session I cannot provide.
5. Late arrival and connection problems
Sessions normally finish at the agreed time even if you arrive late. If you have not joined or contacted me within 15 minutes, the appointment may be treated as a missed session under the cancellation policy.
For online sessions, please use a private space and a suitable connection. If technology fails, contact me using our agreed method. We will discuss a suitable alternative or rearrangement based on the circumstances. A technical problem does not automatically remove any consumer rights or justify charging for a service I have not provided.
6. Online group participation
Please respect other participants and the boundaries of the group. Sharing is optional. For Write to Heal, cameras and sharing are optional. Follow the joining information and participation guidance for your event.
Do not record, photograph, screenshot, transcribe or redistribute another participant’s contributions or identifying details. Join privately and avoid sharing information that could identify someone else. Confidentiality is requested from everyone, but cannot be guaranteed by the organiser.
Discrimination, harassment and abusive or seriously disruptive behaviour are not acceptable. I may pause participation or ask someone to leave where needed to protect the group. Any payment or refund issue will be considered fairly, taking account of the circumstances and applicable rights.
Please give at least 48 hours’ notice to cancel or move a place at Write to Heal or Somewhere Between. With less notice or if you do not attend, the event fee is normally payable, subject to fairness, loss reasonably avoided and your statutory rights. If I cancel an event, you can choose an alternative date or a refund for that event.
Any specific prepaid-package validity, transfer or refund conditions will be provided before purchase and remain subject to applicable consumer rights.
7. Ending counselling and the limits of support
You can decide to end counselling. Where possible, we can discuss an ending session to reflect on the work and plan next steps. The appointment cancellation policy still applies to sessions already booked, subject to your statutory rights.
If the service no longer appears suitable or safe, I will discuss this with you where possible, explain the reasons and consider appropriate onward support. There is no guarantee of a particular therapeutic outcome or timescale.
This is not an emergency or 24-hour service. Email, website messages and social media are not continuously monitored. If you need urgent help, contact appropriate emergency or crisis services where you are.
8. Confidentiality and personal information
The Privacy Policy explains how information is handled. Counselling confidentiality and its limits, including legal and safeguarding responsibilities, are explained in your counselling agreement. Please ask about anything unclear before sessions begin.
For couples counselling, we will discuss and agree how information shared separately by either partner is handled before the work begins.
9. Cancellations and refunds required by law
There is no blanket “all sales are final” rule. Your statutory rights take priority over these terms or booking conditions.
Where a statutory cooling-off right applies to a distance booking, you can generally cancel within 14 days of making the contract. Any request for the service to start during that period, any proportionate charge for work already supplied, and any loss of that right after full performance must meet the legal requirements. Some services or dated events may be exempt; the applicable position must be made clear before booking.
If a service is not provided with reasonable care and skill, you may have remedies under applicable consumer law. Email me with any cancellation or refund request.
10. Website content and acceptable use
Please use the website lawfully and do not interfere with its operation, attempt unauthorised access, impersonate someone or submit abusive or unlawful material.
Original text, graphics, resources and branding belong to The Flawed Journey or their respective owners. You may read the website and use resources for their stated personal purpose. Ask permission before reproducing, selling or distributing material beyond any use permitted by law or the resource’s licence.
External websites, booking platforms and payment services have their own terms. Their inclusion does not remove my responsibility for services I supply.
11. Responsibility and your rights
I will provide services with reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded. Nothing limits your statutory consumer rights.
Responsibility for any loss is determined under applicable law, taking account of the relevant circumstances.
12. Questions, complaints and changes
If something does not feel right, please email theflawedjourney@gmail.com so I can understand your concern and discuss next steps. You can ask for the complaints procedure and details of any relevant professional complaints route.
These terms are governed by the law of England and Wales, without taking away mandatory protections or court rights available to you under applicable consumer law.
Updates will be dated on this page. Material changes affecting an existing agreement will be communicated and handled fairly; simply editing this page does not retrospectively rewrite an agreement already made.