Terms and Conditions

Last updated: June 2026

Pro Comfort Counselling
Operated by: Marian Claudiu Ciuhan, MBPsS
Address: 61 Grosvenor Road, Dagenham, London, RM8 1NJ
E-mail: procomfortcounselling@gmail.com
Telephone: +44 7480 789942
ICO Registration: ZC095162

Introduction – Principles of Professional Practice

Pro Comfort Counselling carries out its activity within a clear, structured professional framework characterised by responsibility, confidentiality, respect and transparency.

The services are provided on the basis of the following fundamental principles:

• mutual respect
• professional responsibility
• confidentiality
• contractual clarity
• financial and organisational stability
• protection of the client's best interests
• clear professional boundaries

This document sets out the formal framework governing the professional relationship between Pro Comfort Counselling and the client, including rights, responsibilities, service limitations, appointment rules, payment, cancellation, confidentiality and data protection.

By requesting an appointment, confirming a session, completing intake documents or attending a session, the client confirms that they have read these Terms and Conditions and accepts the applicable professional framework.

1. Identity and Scope of Application

These Terms and Conditions apply to the use of the Pro Comfort Counselling website and to access to the counselling, psychological support, psychological assessment and psychological intervention services offered by Pro Comfort Counselling.

Pro Comfort Counselling is operated by Marian Claudiu Ciuhan, MBPsS.

Services may be provided:

• face to face, at the private practice in Dagenham, East London
• online, through secure video platforms or platforms agreed with the client
• in Romanian or in English

These Terms and Conditions apply to all clients, regardless of whether the services are requested through the website, telephone, WhatsApp, e-mail, external platforms or direct referral.

2. Nature of the Services

Pro Comfort Counselling provides psychological counselling, psychological support, non-medical psychological interventions, psychological assessments and professional psychological opinions.

Depending on the request and context, the services may include:

• individual counselling
• couple counselling
• family and parental counselling
• counselling for adolescents
• structured psychological assessment
• professional psychological opinion
• psychological support letters or documents
• psychological recommendations within the limits of professional competence

The services provided:

• do not constitute medical treatment
• do not constitute psychiatric intervention
• do not include medical, clinical or psychiatric diagnosis
• do not include the prescription of medication
• do not constitute an emergency service or crisis intervention service
• do not replace medical assessment, psychiatric assessment or emergency services intervention

Where the client requires medical assessment, psychiatric treatment, emergency intervention or specialist support from other services, Pro Comfort Counselling may recommend contacting relevant services such as GP, NHS 111, 999, A&E, mental health services or other competent institutions.

3. Acceptance of Terms and Informed Consent

By requesting an appointment, confirming a session, completing intake documents or attending a session, the client confirms that they have been informed about the working framework, the applicable terms and the nature of the services provided.

Informed consent involves understanding:

• the nature of the services provided
• the professional limitations of the service
• the confidentiality policy
• the rules regarding appointments, payments, cancellations and rescheduling
• how personal data is managed
• the fact that the services provided do not guarantee a specific outcome
• the fact that the psychological process requires involvement, time and active collaboration

The client has the right to request clarification before beginning the process of counselling, assessment or preparation of a psychological document.

4. Right of Withdrawal for Services Contracted at a Distance

Where services are contracted at a distance, for example through the website, e-mail, telephone, WhatsApp or another digital channel, the client may benefit from the applicable rights regarding cancellation of distance contracts under relevant United Kingdom legislation.

If the client requests that the service begins before the expiry of the statutory withdrawal period, the client understands that proportionate payment may be due for services already provided.

For sessions that have already taken place, the service provided cannot be returned. Any refunds are considered depending on the timing of the cancellation, the nature of the service, the professional time reserved, documents prepared and services already provided.

For reports, psychological opinions, letters or written documents, once the process of analysis, preparation, assessment or drafting has started at the client's request, costs may apply for the professional time already allocated.

5. Structure of the Counselling Process

The counselling process usually begins with an initial stage of assessment and clarification, structured over a minimum of 4 sessions.

This stage allows for:

• understanding the situation presented
• exploring the personal, relational or family context
• identifying the main difficulties
• initial psychological formulation
• setting working objectives
• clarifying the direction of intervention
• building a therapeutic working framework

Counselling is not a one-off intervention and does not imply immediate solutions or guarantees of rapid change. The process requires time, involvement, collaboration and the client's willingness to reflect on their own situation.

After the initial stage, continuation of the process, session frequency and working objectives are agreed together.

6. Duration of Sessions

The standard duration of a session is 50 minutes.

In certain situations, where availability allows and prior agreement has been given, the session may be extended by a further 30 minutes.

Additional time is charged according to the fee communicated in advance.

The first session or the initial stage may require additional time depending on the complexity of the situation, the nature of the request and the documents that need to be discussed.

7. Appointments, Payments and Reservations

To confirm an appointment, a deposit of 50% of the session fee is usually required, paid at least 48 hours in advance.

An appointment is considered reserved only after:

• the necessary details have been clarified
• the date and time have been confirmed
• the working framework has been accepted
• the requested deposit has been paid

The remaining balance is paid at the end of the session or according to the agreement established in advance.

Appointments requested less than 48 hours in advance may be accepted only subject to availability and may require full payment in advance.

Pro Comfort Counselling reserves the right to refuse confirmation of an appointment where the necessary details are not provided, payment is not made or the professional framework cannot be adequately established.

8. Cancellations, Rescheduling and Non-Attendance

The client may request cancellation or rescheduling of a session.

Cancellations or rescheduling requests made at least 24 hours before the scheduled time do not incur a penalty.

Cancellations made less than 24 hours before the scheduled time may result in the deposit being retained.

Failure to attend a confirmed session without timely notification may be treated as non-attendance and may result in the deposit being retained.

In cases of unannounced absence, Pro Comfort Counselling is not obliged to reschedule the session free of charge.

Payments cannot automatically be transferred to another person.

9. Client Lateness

If the client is late, the session will usually take place during the remaining time of the reserved appointment slot.

Time lost due to lateness cannot automatically be recovered and does not reduce the session fee.

If the delay makes it impossible for the session to take place in a useful way, the situation may be treated as non-attendance, depending on the context and the time remaining.

10. Conduct of Sessions

The client is responsible for:

• providing accurate and relevant information
• respecting agreed appointments
• maintaining appropriate behaviour throughout the professional relationship
• attending sessions in a private and appropriate space, in the case of online sessions
• informing Pro Comfort Counselling of any important changes in their situation
• communicating in good time any difficulties regarding attendance

For online sessions, the client is responsible for the internet connection, the device used, the private space and the necessary technical conditions.

Pro Comfort Counselling cannot be held responsible for technical interruptions caused by external systems or circumstances outside its reasonable control.

Recording sessions, including screen recording, audio capture or video capture, is strictly prohibited without prior written consent.

11. Communication Between Sessions

Communication between sessions is used mainly for administrative matters, such as:

• appointments
• rescheduling
• sending documents
• logistical clarifications
• payment confirmations
• short administrative questions

WhatsApp, e-mail or telephone are not intended for continuous counselling between sessions, crisis intervention or management of emergency situations.

Messages sent between sessions may receive a response depending on availability and the nature of the request.

For urgent situations, the client must contact the relevant emergency services.

12. Confidentiality

Information communicated during the counselling, assessment or psychological support process is protected in accordance with UK GDPR, the Data Protection Act 2018 and the principles of professional confidentiality.

Confidentiality may be limited only in exceptional situations, where this is justified by:

• serious risk of harm to the client or to other people
• risk to a minor or vulnerable person
• legal obligation to disclose information
• safeguarding requirements
• situations in which the law requires or permits disclosure

Outside these situations, the information discussed remains confidential.

Further details are available in the Privacy Policy and Data Protection section.

13. Protection of Personal Data

Personal data is processed exclusively for professional, administrative, financial, record-keeping, communication, service provision and legal compliance purposes.

Pro Comfort Counselling is registered with the Information Commissioner's Office (ICO), registration number ZC095162.

Data may include contact details, administrative information, relevant history, information relating to psychological health, professional notes, documents provided by the client and data necessary for the provision of services.

Special category data is processed only when necessary for the provision of counselling, psychological support, psychological assessment or compliance with professional obligations, within the limits of competence.

The applicable legal bases and conditions are established according to the specific purpose of processing and documented internally.

14. Protection of Minors

For clients under the age of 18, written consent from a parent or legal guardian is required, except where the law permits otherwise.

The parent or legal guardian is responsible for providing accurate information regarding:

• parental responsibility
• relevant family situation
• any legal orders or restrictions
• known risks
• educational, emotional or behavioural difficulties
• involvement of other services or institutions

The best interests of the minor prevail at all times.

Pro Comfort Counselling may limit parental access to certain information where disclosure could affect the minor's wellbeing, safety or the professional framework of the intervention.

Where concerns arise regarding risk, safeguarding or child protection, competent authorities may be notified in accordance with legal and professional obligations.

15. Reports, Psychological Opinions and Written Documents

Reports, professional psychological opinions, support letters or other written documents are distinct services and may involve a separate fee, communicated in advance.

These documents are prepared exclusively on the basis of the information available, the psychological interview, professional observations, documents provided and, where applicable, psychometric instruments used.

Pro Comfort Counselling does not guarantee the acceptance of a report, psychological opinion or written document by external institutions, authorities, courts, employers, universities or other organisations.

Written documents express a professional psychological opinion within the practitioner's competence and do not represent a medical diagnosis, psychiatric diagnosis, medico-legal report or guarantee regarding the outcome of an application, procedure or official decision.

The drafting time is established depending on the complexity of the request, the volume of documents, the time required for analysis and the purpose of the document.

Pro Comfort Counselling reserves the right to refuse to prepare a document where the request exceeds the competence of the service, where information is insufficient, where the purpose of the document is unclear or where there is a risk of inappropriate use.

16. Requests for Courts, Authorities or External Institutions

Pro Comfort Counselling does not usually provide medico-legal assessments, expert reports for judicial proceedings or documents with the status of official expert evidence.

Where a document is requested for a court, authority, university, employer, the Home Office, Student Finance or another institution, the request may be accepted or refused depending on:

• the purpose of the document
• available professional competence
• existing information
• time required for analysis
• risk of misinterpretation
• professional limits of the service

Such a document may involve a separate fee and additional preparation time.

The client understands that a psychological document may support the clarification of a situation, but cannot guarantee a favourable decision from an institution, authority, court or external organisation.

17. Sessions Outside the United Kingdom

Where the client attends online sessions from outside the United Kingdom, the client remains responsible for complying with applicable local legislation.

Pro Comfort Counselling does not guarantee recognition of the service in other jurisdictions and cannot provide emergency interventions outside the United Kingdom.

In situations involving risk or emergency, the client must contact the local emergency services or relevant health services in the country where they are located.

Pro Comfort Counselling reserves the right to refuse or discontinue cross-border online services where the professional, legal or safety framework cannot be adequately maintained.

18. Use of AI and Automation

Pro Comfort Counselling may use digital or automated systems for purposes such as:

• appointments
• administrative responses
• generation of standard documents
• organisation of administrative information
• improvement of internal processes
• general informational support

These systems do not provide psychological counselling, do not replace professional judgement, psychological assessment or the counselling process carried out directly by the practitioner.

No automated decision-making processes with legal or significant effects on the person are used.

Any digital or automated tool used in the future will be implemented in compliance with confidentiality, data protection and information security requirements.

19. Inappropriate Behaviour

Pro Comfort Counselling applies a zero-tolerance policy towards:

• verbal aggression
• threats
• harassment
• intimidating behaviour
• unjustified pressure
• insults or abusive language
• discriminatory behaviour
• attempts to manipulate the professional process

Services may be suspended or terminated immediately in such situations.

In serious cases, competent authorities may be notified.

20. Acceptance, Refusal or Termination of Cases

Pro Comfort Counselling reserves the right to:

• accept or refuse service requests
• request additional information before accepting a case
• terminate the professional relationship where the service is not suitable or appropriate
• terminate the professional relationship where the professional framework is not respected
• recommend other services, where possible and appropriate

The client may decide to end the counselling process at any time.

Pro Comfort Counselling may propose ending or interrupting the process where conflicts of interest, risks, inappropriate behaviours, needs beyond the competence of the service or situations in which continuation is no longer beneficial arise.

There is no obligation to make a referral to another professional, except where this is required by law, safeguarding or relevant professional obligations.

21. Feedback and Complaints

The client may send feedback or a complaint regarding the services received by e-mail to the practice address.

Pro Comfort Counselling will review the complaint within a reasonable time and may request additional information to clarify the situation.

Submitting a complaint does not affect the client's right to request further clarification or to contact relevant bodies, where applicable.

Complaints are treated seriously, confidentially and with respect for all parties involved.

22. Limitation of Liability

The services are provided with reasonable professional diligence and appropriate care.

Pro Comfort Counselling cannot guarantee a specific outcome, a specific change, a favourable decision from an external institution or psychological progress within a specific timeframe.

The psychological process depends on several factors, including personal history, current context, client involvement, session frequency, agreed objectives and possible external difficulties.

The liability of Pro Comfort Counselling is limited to the maximum extent permitted by law.

Nothing in these Terms and Conditions excludes or limits liability where the law does not permit this.

23. Force Majeure

Pro Comfort Counselling cannot be held responsible for the impossibility or delay in providing services as a result of circumstances outside its reasonable control.

Such situations may include, but are not limited to:

• illness or personal emergencies
• major technical interruptions
• internet or electricity problems
• legal or administrative restrictions
• unforeseen external events
• safety or risk situations
• disasters, strikes, pandemics or other force majeure events

In such situations, Pro Comfort Counselling will try, as far as possible, to reschedule the service or communicate reasonable alternatives.

24. Intellectual Property

All materials, texts, forms, documents, resources, website content and educational materials created by Pro Comfort Counselling are legally protected and may not be copied, reproduced, distributed, published or reused without prior written consent.

The client may use the materials received exclusively for personal use, within the counselling, assessment or psychological support process.

Use of the materials for commercial, public, educational or institutional purposes without written consent is prohibited.

25. Changes to the Terms

Pro Comfort Counselling reserves the right to update these Terms and Conditions periodically.

Changes apply to future appointments, future services and future use of the website.

For services already confirmed in writing, the terms agreed at the time of confirmation apply, except where an update is necessary for compliance with the law, client protection, data protection or important professional requirements.

The client is encouraged to consult this page periodically for the updated version of the terms.

26. Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute will first be considered through direct communication and an attempt at amicable clarification.

If a dispute cannot be resolved amicably, it will be subject to the jurisdiction of the competent courts of England and Wales.

27. Contact

For questions regarding these Terms and Conditions, the client may contact Pro Comfort Counselling at:

E-mail: procomfortcounselling@gmail.com
Telephone: +44 7480 789942
Address: 61 Grosvenor Road, Dagenham, London, RM8 1NJ