TERMS OF SERVICE FOR CLIENTS

Effective date: 26 January 2026

These Terms of Service (“Terms”) set out the basis on which Aligned Therapy Ltd, trading as Aligned / Aligned Therapy (“Aligned”, “we”, “us”, “our”), provides a therapy-matching and introduction service to individual users (“you”, “your”, “Client”).

By using our website, completing an intake (including any voice or AI-assisted intake), or accepting an introduction to a therapist, you agree to these Terms. Our handling of personal data is described in our Privacy Policy (referenced throughout).

Key things to know

  • Aligned is a therapy-matching and introduction service, not a therapy provider.

  • Therapists are independent. Any therapy relationship is between you and the therapist.

  • You pay the therapist directly. We do not process therapy payments.

  • You choose whether introductions happen by email or WhatsApp (where available).

  • We may use AI tools to help interpret your responses and produce a match summary; AI is not medical advice and can make mistakes.

  • We are not a crisis service. If you are in immediate danger, call 999. If you need urgent support, contact NHS 111 or Samaritans 116 123.

1) What Aligned does (and doesn’t do)

1.1 What we do. We collect information you provide and use it to suggest one or more potential therapist matches and, if you choose, introduce you to a therapist.

1.2 What we don’t do. We do not:

  • provide therapy, diagnosis, medical advice, or clinical supervision;

  • attend, record, observe, or oversee therapy sessions;

  • guarantee that therapy will start, continue, or lead to any outcome.

1.3 Outside our systems. Therapy sessions and ongoing communications typically take place outside Aligned’s systems, directly between you and the therapist (unless you and the therapist choose otherwise).

2) Eligibility and age restriction

2.1 You must be 18 or over to use the service.

2.2 If we learn that a user is under 18, we will end the matching process and handle any data in line with our Privacy Policy.

3) How matching and introductions work

3.1 Information you provide. We rely on the accuracy and completeness of the information you provide (for example: what you want help with, preferences, budget, availability, location, format).

3.2 One match at a time (typical). We typically recommend one therapist profile at a time to keep the process focused. We may suggest alternatives if the first match is unavailable or not suitable.

3.3 Anonymised outreach first (where helpful). To check availability and fit, we may contact therapists using an anonymised summary (for example: presenting issues, preferences, scheduling constraints) without sharing your name or direct contact details.

3.4 Sharing your details only with permission. We will only share your identifying details (such as your name and contact details) with a therapist after you explicitly agree to be introduced.

3.5 Email vs WhatsApp introductions.

  • You can choose whether we introduce you and a therapist by email or WhatsApp (where available).

  • If you choose WhatsApp, you understand WhatsApp is a third-party service with its own terms and privacy practices, and messages may be processed by WhatsApp in accordance with their policies.

  • You are responsible for keeping your own device/account secure.

3.6 No guarantee of availability or response. Therapists may be unavailable, may decline, or may not respond. We cannot control therapist response times.

3.7 Closing a request. If we do not hear from you for a period of time, we may close your request. If you come back later, we can usually reopen matching (subject to therapist availability and scope).

4) Therapists are independent

4.1 Therapists are independent professionals and are not our employees or agents.

4.2 Your therapy relationship (including scheduling, fees, cancellations, refunds, complaints about clinical care, and professional conduct) is solely between you and the therapist.

4.3 Professional membership checks. We aim to refer you to therapists who are members of recognised UK professional bodies (for example: BACP, UKCP, HCPC, BABCP). The exact checks we can perform may vary depending on what information is available (including public registers and information provided by the therapist). We are not a regulator and do not guarantee suitability, outcomes, or conduct.

5) No medical advice and no crisis support

5.1 Aligned is not an emergency service and does not provide crisis support.

5.2 If you are in immediate danger or at risk of harm, call 999. If you need urgent help, contact NHS 111 or Samaritans 116 123 (UK & ROI).

6) Fees and payments

6.1 No client fee. Aligned’s matching service is currently provided free to clients.

6.2 Therapist fees. You pay the therapist directly, in accordance with the therapist’s terms and policies. We do not handle therapy payments.

6.3 No responsibility for payment disputes. We are not responsible for cancellations, refunds, missed sessions, chargebacks, or disputes between you and the therapist about fees or payment.

6.4 Our commercial arrangements. We may receive a fee from therapists in connection with successful introductions (for example, when a client starts therapy). This does not change the amount you pay the therapist unless the therapist explicitly agrees otherwise with you.

7) Use of AI and technology-assisted intake

7.1 What AI is used for. We may use AI tools (including voice or text systems) to help:

  • structure your intake,

  • summarise your preferences and constraints,

  • support our internal matching process.

7.2 AI is not clinical advice. AI tools do not provide medical advice, diagnosis, or treatment recommendations. They may misunderstand or make mistakes.

7.3 Separate AI consent. Where we use AI tools that require consent, we will request that consent separately (for example, before you use an AI/voice intake experience). If you do not consent, we may offer an alternative intake route (where available) or we may be unable to provide the service.

7.4 Human review. A trained member of our team may review summaries to improve match quality, particularly where the system cannot confidently suggest a match.

8) Data protection and privacy

8.1 Privacy Policy. Our processing of personal data (including health-related information) is explained in our Privacy Policy. Please read it carefully.

8.2 Health information. Therapy matching often involves information about mental health and wellbeing. Where required, we will ask for explicit permission to process this information for the purposes of providing the service.

8.3 Sharing with therapists. We will not share your identifying details with a therapist unless you explicitly agree to an introduction.

8.4 Your rights. You can request access, correction, or deletion of your data in line with applicable data protection law, as set out in the Privacy Policy.

9) Your responsibilities

You agree to:

  • provide accurate, honest information;

  • use the service for lawful purposes only;

  • not impersonate others, submit misleading information, or misuse the service;

  • treat therapists and our team respectfully (we may end the service for abusive behaviour).

10) Our right to decline or end matching

10.1 We may refuse, pause, or stop matching where, for example:

  • the request is outside our scope;

  • information provided is materially incomplete or misleading;

  • there are safety concerns or misuse;

  • continuing would create legal or regulatory risk.

10.2 We may suspend access to the service if we reasonably believe it is being misused.

11) Research, feedback, and service improvement

11.1 Optional research contact.
From time to time, we may contact you to invite you to take part in research, feedback, or user-testing activities intended to improve Aligned’s service (for example, short interviews or calls about your experience).

11.2 Voluntary participation.
Participation is entirely voluntary. You are under no obligation to take part, and choosing not to participate will not affect your access to the service or any therapist introduction.

11.3 Incentives.
We may offer a small incentive (such as a gift card or payment) as a thank-you for participating. Any such incentive will be clearly explained at the time of invitation.

11.4 Data use.
Unless we tell you otherwise, research activities will focus on service experience rather than therapy content. Where personal data is used, it will be handled in accordance with our Privacy Policy. We may anonymise or aggregate feedback for analysis and service improvement.

11.5 Opt-out.
You can opt out of research invitations at any time by following the instructions in the message or by contacting us at support@aligned.co.uk

12) Complaints and disputes

12.1 About Aligned (matching/admin). If you have a complaint about our matching process, communications, or administration, contact us and we will aim to respond in a reasonable timeframe:

  • Email: support@aligned.co.uk

  • Alternative: liam@aligned.co.uk

12.2 About therapy or the therapist. Complaints about therapy content, clinical care, professional conduct, cancellations, refunds, or fees must be raised with the therapist directly. You may also be able to escalate via their professional body or insurer, depending on the therapist’s membership and arrangements.

12.3 We don’t adjudicate clinical disputes. We can help route you to the right place, but we are not responsible for resolving clinical disputes between you and a therapist.

13) Liability and disclaimers

13.1 No guarantee. We do not guarantee that:

  • we will find a therapist for you,

  • any therapist will be available,

  • therapy will start or continue,

  • therapy will produce any particular result.

13.2 Aligned’s liability (important). To the maximum extent permitted by law:

  • we are not liable for acts, omissions, quality of care, or conduct of any therapist;

  • we are not liable for any outcomes of therapy, or for losses arising from your relationship with a therapist.

13.3 Legal limits. Nothing in these Terms limits or excludes liability that cannot be limited by law, including liability for:

  • death or personal injury caused by our negligence,

  • fraud or fraudulent misrepresentation.

14) Changes to these Terms

We may update these Terms from time to time. The effective date at the top will change. If changes are material, we will take reasonable steps to notify you (for example, via the website or email).

15) Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Any dispute arising under these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Questions about these Terms:

  • support@aligned.co.uk

  • liam@aligned.co.uk