PLEASE NOTE, THESE ONLINE TREATMENT TERMS AND CONDITIONS ARE SUBJECT TO CHANGE AND ALTERATION AT ANY TIME.
Pre-Contract Information Document – Online Therapy Services with Gordon Moody
Important Liability Attention Notice – Please Read: This document and the Terms set out the extent of our responsibility to you, including some situations where our liability is limited or excluded. Nothing in this document or the Terms limits or excludes our liability where it would be unlawful to do so, including our liability for death or personal injury caused by our negligence. Please also note that, given the nature of the Course, we cannot and do not guarantee any particular outcome or result (which we have explained further in section 5.4).
1. Introduction
1.1 Before you purchase one of our Courses and enter into an Agreement with us, we are required to provide you with certain information. This document provides you with key information about our organisation, our Courses and the associated costs, how you can contact us with queries or complaints and our rules on cancellations and refunds. We recommend that you read this document in full prior to purchasing one of our online therapy courses to make sure that you understand how it works and what is expected from you.
1.2 Terms beginning with capital letters used in this document have the meaning given to them in Appendix 1.
2. About Gordon Moody Association
2.1 Gordon Moody Association is incorporated in England and Wales (company number 06302768) and is registered with The Charity Commission (registration number 1124751). Our registered office address is: Gordon Moody House, Cedar Park Road, Redditch, B97 6HP.
3. How to Contact Us
3.1 You can contact us by telephone on 01384 986330 or via email on help@gordonmoody.org.uk.
4. The Consultation
4.1 What is the Consultation?
4.1.1 Once you have paid the Course Fee, we will confirm your purchase by sending you a booking confirmation email. Your booking confirmation email will set out the details of your Course and include a copy of the Terms and the Pre-Contract Information Document. We will then contact you to arrange your Consultation.
4.1.2 Before your Sessions begin, you will be required to attend a short Consultation (approximately 15 minutes) either by video or telephone call. During your Consultation, our clinical team will provide you with an overview of the Course and assess your suitability for the Course based on your clinical needs, relevant risk factors, your gambling history, mental health status, your criminal conviction history, your substance use history and any other factors that they reasonably determine to be relevant.
4.2 What happens after the Consultation?
4.2.1 After your Consultation, our clinical team will let you know their decision:
(a) If you are suitable for the Course, we will confirm this to you in writing and we will provide you with more information about the next steps that are required from you.
(b) If you are not suitable for the Course, we will use reasonable endeavours to explain the reasons for our decision in writing within 7 days, to the extent we are able to do so having regard to our confidentiality and legal obligations and the need to protect the safety and wellbeing of our staff and other individuals. In these circumstances, we will provide you with a refund – section 7 below explains how this is calculated.
(c) If we identify that further steps are needed before you attend your first Session (for example, completion of a detox programme, which could be with one of our third-party providers), we will explain what you need to do and why it is necessary, and inform you of any associated fees that may apply in addition to the Course Fee. Where we collect payment for any third-party services, we process the payment on their behalf. Your contract for those services will be directly with the third-party provider and the third party’s own terms and conditions will apply. We are not responsible for the performance, quality or outcomes of any third-party services, and any claims relating to those services must be directed to the third-party provider. We recommend that you carefully read and understand the third party’s terms and conditions before proceeding.
4.3 If you cannot attend your Consultation
If you are unable to attend the Consultation, you should notify us at least 48 hours in advance using the contact details above. However, we understand that circumstances may prevent you from providing this notice, and we will use reasonable endeavours to reschedule your Consultation where reasonably possible. We reserve the right to charge a reasonable rescheduling fee if you fail to attend without providing at least 48 hours’ notice, except where the failure to attend was due to circumstances beyond your reasonable control.
5. The Course
5.1 What is the Course?
5.1.1 The Course is designed to provide you with the support and tools to help you manage your gambling addiction, delivered by Gordon Moody Association. Sessions are delivered remotely via video call or telephone.
| Package | Description |
|---|---|
| Entry Level | £250 |
| Enhanced | £850 |
| Couples Therapy | £450 |
5.1.2 To start the Course, you must have had a Consultation in which you were deemed suitable for the Course. If you have not had a Consultation, or you have completed a Consultation but we have refused your admission, you will be unable to start the Course. You can contact us using the contact details above for further guidance or information.
5.2 Course structure
5.2.1 The Course consists of a number of Sessions depending on the package you have selected. Each Session is scheduled for one hour and is recommended to take place on a weekly basis. The scheduling of your Sessions will be agreed between you and your Assigned Therapist, and we will use reasonable endeavours to accommodate your availability when arranging Sessions.
5.2.2 Your Assigned Therapist will work with you throughout your Course to support you in managing your gambling and to develop your own recovery strategies, tailored to your individual circumstances.
5.3 Changes to the Course
5.3.1 We reserve the right to change the content of Course materials, the schedule of Sessions and the method in which the Course is delivered for legitimate operational, clinical, or regulatory reasons, so long as these changes do not materially and adversely affect the nature or quality of the Course.
5.3.2 We will notify you of any changes at least 14 days in advance unless it is not reasonably practicable to do so, in which case we will notify you as soon as reasonably practicable.
5.3.3 If we need to make such changes, we will notify you in writing of the changes, why they are necessary and any cost implications. We will discuss with you whether you wish to proceed with the changes. If you do not wish to proceed, you may end the Agreement and receive a refund in accordance with section 7 below.
5.3.4 While it is our intention for you to have the same Assigned Therapist throughout the Course, we reserve the right to change your Assigned Therapist where we reasonably believe it is necessary to do so for clinical, professional, or operational reasons. We will notify you of any such change as soon as reasonably practicable and, where appropriate, provide you with an opportunity to discuss the change and any concerns you may have.
5.4 Your commitment to the Course
5.4.1 Whilst we will use reasonable endeavours to meet your expectations, given the nature of the Course, we require your full commitment, dedication and active engagement throughout the Course for you to benefit the most from it. You acknowledge and agree that participation in or completion of the Course does not guarantee any specific outcome, result or benefit. This Course is designed to provide you with tools, strategies and support to manage your gambling, but successful outcomes depend on many factors, including your individual circumstances and continued commitment to recovery.
5.4.2 By enrolling onto the Course and paying the Course Fee, you agree to commit to the full duration of the Course. This does not affect your rights to cancel the Agreement.
6. The Cost of the Course and Validity Period
6.1 Course Fee
6.1.1 The Course Fee for each package is as follows (no VAT applies):
| Package | No. of Hourly Sessions | Fee |
|---|---|---|
| Entry Level | 3 | £250 |
| Enhanced | 10 | £850 |
| Couples Therapy | 6 | £450 |
6.1.2 The Course Fee is payable in full within 7 days of your acceptance of these Terms and before the Consultation can take place.
6.2 What is included in the Course Fee?
The Course Fee covers all Sessions included in your chosen package. It does not include any additional services not specified in the Terms or provided as part of the Course.
6.3 What is the Validity Period for my Sessions?
6.3.1 We strongly encourage you to complete all Sessions within the Validity Period applicable to your Course, as set out below:
| Package | Validity Period |
|---|---|
| Entry Level | 3 months from the date of the first Session |
| Enhanced | 6 months from the date of the first Session |
| Couples Therapy | 6 months from the date of the first Session |
6.3.2 Completing your Sessions within the Validity Period ensures that they are scheduled at regular intervals, which we believe will help you to achieve the greatest benefit from the Course.
6.3.3 We recognise that there may be circumstances outside your reasonable control which prevent you from completing all Sessions within the Validity Period. If that is the case and you would like to extend the Validity Period, please contact us using the contact details set out in section 3 above. We will consider any reasonable request for an extension on a case-by-case basis, having regard to your individual circumstances. Any extension must be agreed with us in writing and is not guaranteed.
6.3.4 Individual Sessions cannot be purchased separately or added to an existing Course. If you wish to continue with therapy after completing a Course, you will need to purchase a new Course as listed in section 5.1.1.
6.4 When does your contract with Gordon Moody begin?
The Agreement for the Course will come into existence when you accept the Terms, pay the Course Fee, and we confirm your purchase in writing.
6.6 Starting the Course within 14 Days
6.6.1 You will be given at least 14 days’ notice between accepting the Terms and the Course starting.
6.6.2 If you want to begin the Course sooner than 14 days after accepting the Terms, you must provide your express written consent. By providing this consent, you acknowledge that:
(a) You have requested that we begin performance of the Agreement before the end of the 14 day cancellation period provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
(b) Subject to section 6.5.2(c), you are aware that if you cancel after the Course has commenced during the first 14 days, you will receive a refund for the Sessions not yet delivered at the time you give notice of cancellation; and
(c) You will lose your right to cancel without charge once the Course has been fully delivered.
7. Cancellation and Refunds
7.1 We have set out below information about how you can cancel your Agreement with us:
| Cancellation Timing | Refund Entitlement |
|---|---|
| Within 14 days of accepting these Terms (at your request to commence the Course early) | Before your Consultation: 100% refund of the Course Fee. After your Consultation: you will be refunded for Sessions you have not yet received up to the point of cancellation. |
| After 14 days of accepting these Terms | Before or after the Consultation and not all Session have been used: you will be refunded the Course Fee, minus the reasonable costs that we have actually incurred to the date of cancellation. These costs include but are not limited to preparation for and attendance at the Consultation and any Sessions, allocation of resources, our reasonable administrative costs and any third party costs incurred on your behalf. We will use reasonable endeavours to provide a breakdown of such costs upon request. All Sessions used: no refund. Validity Period expired: any refund will be determined on a case-by-case basis, as we understand that everyone’s personal circumstances are different. Please contact us using the contact details above. |
7.2 If you would like to exercise your right to cancel the Agreement, you will need to inform us in writing either by email or post. You may use the example cancellation form at Appendix 2 at the end of this document, but you do not have to.
7.3 When will you receive your refund?
7.3.1 Refunds will be processed within 14 days of receipt of your cancellation notice, subject to deduction of any amounts due as explained in the table above. If we are unable to process the refund within this timeframe, we will notify you in writing of the reason for the delay and the expected processing date.
7.4 When Gordon Moody can end the Agreement
7.5 We may suspend or end the Agreement for the Course to reflect changes in applicable laws, to comply with any government ruling or guidance or for regulatory or operational reasons. Where this is the case, we will inform you in advance unless the problem is urgent or an emergency. If we terminate the Agreement for this reason, we will refund any sums you have pay in advance for any Sessions not yet provided within 14 days of the date of termination, and we will use reasonable endeavours to discuss alternative options with you.
7.6 We may end the Agreement for the Course at any time by giving you written notice in any of the following circumstances:
7.6.1 Material breach. If you materially breach the Terms and you do not resolve that breach within 7 days of us notifying you in writing of the breach (where the breach is capable of remedy). A “material breach” includes, but is not limited to: repeated failure to attend scheduled Sessions without reasonable excuse or prior notice; conduct that endangers or could reasonably be expected to endanger the health, safety or wellbeing of yourself or our staff; harassment, abuse, threatening behaviour or discrimination towards staff; or deliberate provision of false or misleading information that materially affects your treatment or our ability to provide appropriate care.
7.6.2 Suitability. If we reasonably determine that: the Course is no longer suitable or safe for you; your continued participation poses or could reasonably be expected to pose a risk to your health, safety or wellbeing or that of our staff; you require a different level of care that we cannot reasonably provide; or you are not engaging with the Course in a manner that is compatible with achieving the aims of the Course;
7.6.3 Late payment. If you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you in writing that payment is due; and/or
7.6.4 Fail to provide information. If you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to complete the Consultation or deliver the Course.
7.7 Refunds if Gordon Moody ends the Agreement
| Reason for Termination | Refund Entitlement |
|---|---|
| Changes in relevant laws and regulatory requirements | Pro-rata refund for any Sessions not yet delivered. |
| For any of the reasons stated in section 7.6 | Any refund will be minus any sums representing the actual, direct and evidenced losses or damages that we have suffered as a result of your breach, so long as we have: informed you of them within 30 days of termination; the losses are reasonably foreseeable and directly attributable to your breach; and we have taken reasonable steps to mitigate our losses. Any amount that we withhold will not exceed the total payments you have made under this Agreement. |
8. Information We Need From You
8.1 To deliver the Consultation and/or the Course, we will need certain information from you. This may include, for example, information about your health (from your or your GP), your gambling history, your criminal convictions and any other relevant personal circumstances so that we can consider how you can get the most benefit from the Course.
8.2 We will tell you what information is required and the deadline for providing it, which will be at least 14 days from the date of our request unless you agree in writing to a shorter period, or urgent circumstances reasonably require a shorter period, in which case we will explain the urgency and the required timeframe to you in writing.
8.3 All information you provide to us will be handled in line with our Privacy Notice, which is available on our website at [TBC].
9. What happens if you do not provide the information we need?
9.1 If you do not provide us with the required information within the time we specify, or if you provide us with incomplete or incorrect information that materially affects our ability to deliver the Course safely or effectively, we may end this Agreement. However, we will only do so after we have: given you written notice explaining what information is missing or incorrect and why it matters; offered reasonable assistance to help you provide the correct information; given you a further 14 days to put things right and considered any reasonable explanation you provide for the delay or incomplete information.
10. Complaints
10.1 If you have any questions or complaints about us, the Consultation or the Course, please contact us using the contact details at the top of this document. Alternatively, please speak to your Assigned Therapist.
10.2 We will aim to resolve any problems in accordance with our complaints procedure, details of which can be obtained from our website or by clicking here: [TBC]. We aim to acknowledge all complaints within 3 Working Days of receipt and to provide a full response within 28 Working Days. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the matter to an independent dispute resolution service, details of which will be provided upon request.
11. Other Documentation
11.1 Please read this document carefully alongside the Terms and our Privacy Notice. Our Privacy Notice can be accessed on our website at [TBC].
11.2 If you think that there is a mistake in any of the documentation that you have received from us, or if there is something you would like explained further, please contact us using the details at the top of this document before you enter into the Agreement.
Appendix 1 – Definitions
Agreement means the contract between you and us on the basis of the Terms;
Assigned Therapist means the Therapist who we assign to you for the duration of the Course, as further explained in sections 5.2.2 and 5.3.4 of this document;
Consultation means the assessment that you complete to determine your suitability for the Course, as further explained in section 4 of this document;
Course means the online therapy package that you have selected and is delivered by Gordon Moody Association, as further explained in section 5 of this document;
Course Fee means the total fee payable by you for participation in the Course as set out in section 6 of this document;
Pre-Contract Information Document means this document;
Privacy Notice means our privacy notice setting out how we collect, use and protect your personal information, as updated from time to time and available on our website here: https//gamblingtherapy.org/privacy-policy/;
Session means a scheduled online therapy session forming part of the Course, delivered remotely via video call or telephone;
Terms means the separate terms and conditions;
Therapist means an appropriately qualified and, where required by law, registered and insured therapist employed or engaged by Gordon Moody Association to deliver services under the Terms, including (but not limited to) conducting Consultations and delivering the Course;
Validity Period means the period within which we strongly encourage you to complete all Sessions, as set out in the table in section 6.3.1; and
Working Days means any day other than a Saturday, Sunday or a public holiday in England and Wales.
Appendix 2 – Cancellation Form
(You do not have to use this form. You can cancel by sending us any clear written statement by email or post.)
To: Gordon Moody Association, Gordon Moody House, Cedar Park Road, Redditch, England, B97 6HP OR email help@gordonmoody.org.uk.
I no longer want to continue my online therapy course with Gordon Moody. Please treat this form as my notice to cancel that Agreement.
Name: _________________________________________________
Package purchased (please circle): Entry Level / Enhanced / Couples Therapy
Date of purchase: ________________________________________
Date: ___________________________________________________