Legal & Policies

Legal Information

This page outlines how Recovr operates, how we protect your information, and what you can expect when engaging with our services.

Privacy Policy

Recovr is committed to protecting your privacy and handling personal data responsibly in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information We Collect

We may collect and store:

  • Names, contact details, and referral information

  • Information provided via enquiry forms or assessments

  • Therapy records and session notes

  • Payment and billing information

Some information may be classified as special category data, including health and wellbeing information.

Lawful Basis for Processing

We process data under:

  • Consent

  • Legitimate interest (to provide safe and effective therapy)

  • Legal obligation

How Information Is Used

Your data is used to:

  • Respond to enquiries and referrals

  • Deliver counselling and therapy services

  • Maintain accurate clinical records

  • Meet ethical, safeguarding, and legal obligations

Storage & Retention

Data is stored securely and retained in line with professional and legal requirements (typically a minimum of 7 years, or until age 25 for clients under 18).

Sharing of Information

Information is only shared when necessary:

  • With clinical supervisors (anonymised)

  • Where there is risk of serious harm

  • Where legally required

You have the right to access, correct, or request deletion of your data where legally permissible, and to complain to the Information Commissioner’s Office (ICO).

Terms & Conditions of Service

Eligibility

Recovr provides counselling and therapy to individuals, couples, children (where specified), and professionals, subject to assessment and suitability.

Appointments

Clients are expected to attend sessions punctually and engage respectfully.

Fees & Payments

Fees are clearly communicated at the point of booking. Payment is required in advance unless otherwise agreed.

Cancellations

A minimum of 48 hours’ notice is required to cancel or reschedule appointments. Late cancellations or non-attendance may be charged in full.

Ending Therapy

Either the client or therapist may end therapy where it is no longer appropriate or beneficial. Wherever possible, this will be discussed collaboratively and with care.

Safeguarding & Confidentiality

All sessions are confidential. Information shared will not be disclosed without consent, except where:

  • There is risk of serious harm to the client or others

  • Safeguarding concerns involve children or vulnerable adults

  • Disclosure is required by law

Therapists engage in regular professional supervision. Any information shared in supervision is anonymised.

Professional Disclaimer

Counselling and therapy provided by Recovr support emotional wellbeing and personal development. They are not a substitute for medical, psychiatric, or emergency care.

Recovr does not provide:

  • Crisis or emergency services

  • Medical diagnosis or medication management

If you require urgent support, please contact your GP, NHS 111, or emergency services (999).

Therapeutic outcomes cannot be guaranteed and vary for each individual.

Professional Standards & Governance

All therapy is delivered by practitioners who are:

  • Registered members of the British Association for Counselling and Psychotherapy (BACP) and/or the National Counselling & Psychotherapy Society (NCPS), or

  • Level 4 counselling students working towards professional registration

All student practitioners are supervised by two fully qualified therapists.

Our work adheres to:

  • BACP Ethical Framework

  • NCPS Code of Ethics

  • UK safeguarding and data protection legislation

Complaints Policy

We are committed to providing a professional, respectful service. If you have concerns, we encourage you to raise them so they can be addressed promptly.

How to Raise a Complaint

Please contact Recovr directly using the contact details provided on our website.

If concerns cannot be resolved internally, you may escalate to:

  • British Association for Counselling and Psychotherapy (BACP)

  • National Counselling & Psychotherapy Society (NCPS)

  • Information Commissioner’s Office (for data-related issues)

Accessibility Statement

Recovr is committed to accessibility and inclusion. We welcome conversations about reasonable adjustments or access needs and will work collaboratively to support participation wherever possible.

Please contact us in advance to discuss any accessibility requirements.

Website Disclaimer

The content on this website is provided for general information only and does not constitute professional, medical, or legal advice.

Recovr is not responsible for the content of external websites linked from this site.

Website content may be updated without notice.