Terms and conditions for clients

About these terms#

1. Psychotherapy Partners (PP) is a website at https://psychotherapy.partners on which independent psychotherapists present their practice and clients book meetings with them. PP is operated by Handel i Usługi Kamil Durkiewicz, ul. Bacciarellego 54 BB / 12, 51-649 Wrocław, Poland, tax identification number (NIP) 8951851925. In these terms “we” means the operator.
2. These terms are the contract between you and PP for the use of the platform as a client. They apply from the moment you create a client account. You accept them again each time you book a meeting, together with the price and the payment method of that booking.
3. Therapy itself is a separate contract between you and the therapist you choose. PP is not a party to it: the therapist decides how they work, what they charge and how they cancel, within the rules of the platform described below.
4. A few words used throughout: a therapist is a psychotherapist with a profile on PP; a product is a service the therapist offers (for example a 50-minute online session in a given currency); a slot is a time the therapist has made bookable; a meeting is a booked slot; a series is a weekly meeting booked at the same time every week; the payment deadline of a meeting is the moment 24 hours before it starts, the latest time by which it must be paid for.
5. The Polish text of these terms is the binding one. The English text is a translation provided for convenience; where the two differ, the Polish text prevails.

Who can have an account#

1. A client account is for adults only: you must be at least 18 years old. You declare this when you register, and the declaration is stored with your account together with its date and time.
2. An e-mail address identifies exactly one account, and every account has exactly one role. If you are also a therapist on PP, you need a separate address for that account.
3. A minor never has an account of their own. If you are a parent or legal guardian, you may book a meeting on behalf of your child from your own account. You then remain the client of record: the bookings, the chat and the payments are yours, and you are responsible for any consent the law requires for your child's therapy. How the therapist works with your child, and what they need from you first, is a matter between you and the therapist.

Your account#

1. You register with your full name, your e-mail address and, optionally, a phone number. We confirm the address with a one-time code sent to it. You may set a password or keep signing in with one-time codes.
2. Keep your access to the account to yourself. An account may not be shared or transferred. Tell us at contact@psychotherapy.partners as soon as you suspect that somebody else has used it.
3. Your account stores a time zone. Every time you see on PP is shown in that zone; change it in Account settings when you move.
4. Your phone number is optional. If you give it, it is shown only to the therapists you have booked a meeting with, so that they can reach you about that meeting, and to nobody else. You can add, change or remove it at any time in Account settings.
5. You can change your e-mail address in Account settings; the new address is confirmed with a one-time code and the old one is told about the change.
6. Registering is free of charge, and PP charges clients nothing: you pay only the therapist, for the meetings you have with them. You may withdraw from the contract with PP within 14 days of registering without giving a reason, by deleting your account in Account settings or by writing to us. Withdrawing does not undo meetings you have already booked; those follow the cancellation rules below.

Technical requirements#

1. PP works in a current version of a modern web browser (for example Chrome, Firefox, Safari or Edge) with JavaScript and cookies enabled, on a device connected to the internet. Nothing needs to be installed.
2. Online meetings additionally need a camera, a microphone and a browser that supports WebRTC video calls, and a connection stable enough for video. Test them before your first meeting.
3. You need an e-mail address you read: one-time codes, booking confirmations, payment instructions and reminders are sent to it.

Therapists are independent and unverified#

1. Every therapist on PP runs their own practice. Nobody at PP employs, approves or supervises them.
2. PP does not verify therapists' qualifications. Each therapist describes their own education, licences and experience on their profile and may back it up with images, such as scans of certificates. The therapist alone is legally responsible for holding the qualifications and licences they need and for everything they do in their work with you.
3. Every profile carries the note “Qualifications are described by the therapist and are not verified by Psychotherapy Partners.” Choosing a therapist is your decision; read the profile and the ratings and ask the therapist whatever you need to know.
4. PP does not assess or arbitrate the quality of therapy. Complaints about the therapy itself go to the therapist.

Not for emergencies#

1. PP is not a crisis or emergency service. Neither the chat nor a booked meeting is a way to get urgent help: a therapist may not read a message for hours or days, and nobody at PP monitors conversations.
2. If you are in a crisis or an emergency, especially if you are at risk of harming yourself or others, contact the emergency services directly: 112 in the European Union, or your local emergency number.

Booking a meeting#

1. A therapist's profile shows their products, their prices in the therapist's currency and a calendar of bookable slots. You can book any free slot that starts at least 48 hours ahead, up to the end of next month.
2. You choose a product for the slot. Online products are held in the video room on PP; in-person products are held at the address the therapist gives with the product.
3. You book either a single meeting or a weekly series: the same slot every week from the chosen date, for as long as you like or until an end date you set. The first meeting of a series must also start at least 48 hours ahead. A series skips the therapist's public holidays and vacations, any week in which the slot is already taken and any day on which you already have another meeting with that therapist; the confirmation lists the dates that were skipped and why.
4. You can have at most one meeting a day with the same therapist, the day being taken in the therapist's time zone. A meeting that has been cancelled does not count. A single meeting on a day on which you already have one with that therapist cannot be booked.
5. A therapist may also offer you a one-off slot by invitation. An invitation appears on your dashboard, can be booked by you alone and can be accepted until 48 hours before the slot starts.
6. Before you confirm, you accept these terms, the price and the payment method of the booking and, for an online product, you confirm that the meeting will be one-to-one (see the next section). You receive a confirmation, on the screen and by e-mail, with everything about the booking, including the payment instructions and the deadline for cancelling free of charge.
7. When a therapist offers a free first visit, your first meeting with that therapist costs nothing and is still a meeting in every other respect.
8. A therapist may give you a coupon code for one of their products. Enter it on the booking form before you confirm: if it is valid, the reduced price is shown before you confirm and is the price of the booking. A coupon code never makes a meeting free and does not change a free first visit.
9. Every meeting is paid for on its own, in advance (see Paying for meetings). Nothing about an earlier payment ever stops you from booking.

Online meetings are one-to-one#

1. An online meeting is a video call between exactly two people: the therapist and you (or you and the child you booked for, at your device). The video room connects two devices and no third participant can ever join.
2. Both of you can enter the room at any time, however early or late, for as long as the meeting exists. A meeting that runs over is never cut off by the platform.
3. Who sits in front of your device is your responsibility. Make sure the meeting stays private on your side.

Paying for meetings#

1. Each meeting is paid for separately and in advance, by bank transfer directly to the therapist, at the latest by its payment deadline, that is 24 hours before it starts. PP never receives, holds or forwards your money and does not handle payments.
2. You pay the meeting's price, in the currency of its product, to the therapist's bank account for that currency. The payment instructions give the amount, the payment deadline, the account holder, the bank, the IBAN or the other transfer details, and the transfer title. You receive them with the booking confirmation, on the screen and by e-mail, and you will always find them on your dashboard and on your Payments page, with the therapist's current bank account.
3. Use the transfer title given in the instructions. It consists of your client identifier and the meeting's date in the therapist's time zone, for example “michal-kowalczyk-267v 2026-10-05”, and tells the therapist which meeting the transfer is for.
4. Each meeting of a weekly series is paid for separately, by its own payment deadline.
5. A free first visit needs no payment.
6. If a meeting is still awaiting payment 48 hours before it starts, we send you a payment reminder by e-mail. It is skipped for a meeting booked so late that the booking confirmation with the same instructions has only just reached you.
7. The therapist confirms on the platform that your payment has arrived; until then the meeting shows as Awaiting payment. You cannot mark a meeting as paid yourself: if you have paid and want to say so, write to the therapist in the chat.
8. A meeting that has not been paid for by its payment deadline may be cancelled by the therapist, at any time until it starts. You are told about it by e-mail. Such a cancellation is final, and nothing is owed for that meeting. Cancelling an unpaid meeting is always the therapist's decision, never automatic: the therapist may equally hold the meeting and settle the payment with you afterwards.
9. A meeting that must be paid for (see the next section) remains owed even if you have not paid it by its payment deadline. Settling it is a matter between you and the therapist; PP does not arbitrate.
10. The payment status shown on the platform is a record, not an invoice. If you need an invoice or a receipt, the therapist issues it outside the platform.

Cancellations, absences and what is paid#

1. Each therapist sets a late-cancellation period, expressed in days and shown on their profile and on the booking form. The default is 2 days, that is 48 hours before the start of the meeting.
2. You can cancel a meeting or a whole series at any time before it starts, on your dashboard. Every cancellation needs a short note to the therapist; it is added to your chat and e-mailed to them.
3. A meeting you cancel before the deadline is free of charge: nothing is owed, and a payment already made is refunded (see Refunds). A meeting you cancel after the deadline is a late cancellation: it is paid for in full, and a payment already made is not refunded. The platform warns you before you confirm such a cancellation.
4. If you do not turn up for a meeting, the therapist may mark it as a no-show until the end of that month. A no-show is paid for in full, a payment already made is not refunded, and you are told about it by e-mail.
5. A meeting the therapist cancels is never paid for, however late they cancel it, and a payment already made is refunded. You receive their note in the chat and by e-mail.
6. A meeting the therapist cancels because it was not paid for by its payment deadline is not paid for either; nothing is owed for it (see Paying for meetings).
7. If the therapist does not join an online meeting or is absent from an in-person one, you can report that the therapist did not join, from five minutes after the scheduled start until the end of the month, on your dashboard. The therapist has until the end of the month to confirm or reject the report. A confirmed report, or one left unanswered at the end of the month, means that nothing is owed for the meeting and a payment already made is refunded. A rejected report means that the meeting is paid for and a payment already made is not refunded; you are told by e-mail, and the disagreement is yours to settle with the therapist directly. PP does not arbitrate.

In summary:

Rescheduling is cancelling and booking again; the cancellation rules above apply, and the new meeting must start at least 48 hours ahead.

Refunds#

1. A meeting you have paid for is refunded in full when you cancel it before the therapist's late-cancellation deadline; when the therapist cancels it, in whatever way and however late (a single meeting, a series, a vacation entered over it, or the cancellations that precede the therapist leaving the platform); and when the therapist did not join it and confirmed your report or left it unanswered until the end of the month.
2. A meeting you cancel after the deadline, or that you did not turn up for, is not refunded.
3. The therapist refunds you directly, by sending the money back by bank transfer, and then confirms the refund on the platform. Until then the meeting shows as Refund due on your dashboard and on your Payments page, and afterwards as Refunded.
4. PP never holds or forwards money and does not arbitrate refunds: a disagreement about a refund is yours to settle with the therapist.
5. If a meeting is cancelled while its payment has not yet been marked by the therapist, but you had already paid for it, tell the therapist in the chat; the money is returned to you in the same way.

Prices and price changes#

1. The price of a meeting is the price of its product shown when you booked it, less the discount of the coupon code you booked it with, if any. It never changes for a meeting that is already booked.
2. A therapist may change the price of a product. A change takes effect on the first day of the month after next, so the price you see on a profile is always the price for everything bookable today and next month; a coming change is shown next to the current price.
3. The price of a weekly series may change with at least a month's notice, announced by e-mail. The e-mail names the old and the new price, the first meeting at the new price and how to cancel the series. Continuing the series is accepting the new price; cancelling the series before the cancellation deadline of its next meeting is free and is how you decline.
4. A weekly series booked with a coupon code keeps its discount for as long as it runs: each meeting costs its product's price on its date less the discount, also after a price change, and the price-change e-mail then quotes both prices discounted. If the therapist withdraws the code, only new bookings with it stop; your series keeps its price. The therapist can end the discount only by cancelling the series, which, like any cancellation by the therapist, costs you nothing.

Chat#

1. You can exchange text messages, up to 500 characters each, with every therapist you have booked a meeting with. The chat is for arranging your meetings and other organisational matters.
2. The chat is not monitored, and nobody at PP reads your messages. It is not for emergencies (see “Not for emergencies”).
3. Cancellation notes from both sides appear in the conversation. When either of you deletes their account, the conversation is deleted for both.
4. The chat is a messaging service, not your therapist's clinical documentation. Whatever notes your therapist keeps, they keep outside the platform, as described in the privacy policy.

Ratings and comments#

1. After at least one meeting with a therapist you can rate them: the quality of their work on a scale from 1 to 5 and, for online meetings, the quality of the audio and video connection. You may add a comment of up to 800 characters. A rating covers your whole experience with that therapist, not a single meeting, and you have one rating per therapist.
2. Comments are published anonymously: neither your name nor your initials appear on the profile. The therapist, and only the therapist, sees who wrote a comment.
3. The therapist may hide your comment from their profile. Your numeric ratings still count towards their averages, so no therapist can suppress a poor rating. The therapist may publish one response below your comment.
4. Write about your own experience, truthfully and without insulting anyone or disclosing other people's data. A comment that breaks these rules or the law may be removed.
5. Your comment and the therapist's response are deleted when you delete your account; your numeric ratings are kept in anonymised form so that the therapist's averages do not change.

E-mail notifications#

1. Some e-mails are essential and are always sent: one-time codes, notices about changes to your account, the payment reminder before a meeting still awaiting payment, the notice that a therapist cancelled a meeting because it was not paid for by its deadline, the note that a therapist marked you as a no-show or rejected your report, price changes of a series you are on, the inactivity warning and the notice of a change of operator. Without them the service could not work.
2. Every other notification, such as booking confirmations, reminders, new-message alerts and cancellations by the therapist, can be turned off in your notification settings. The payment instructions of every meeting awaiting payment are always on your Payments page.

Prohibited use#

1. You may not: record a meeting in any form; share or transfer your account, or use somebody else's; impersonate another person; harass, threaten or insult anybody; post unlawful content, other people's personal data or advertising in the chat or in a comment; disrupt the platform or access it with automated tools; or use the platform for anything other than finding a therapist and working with them.
2. If you come across content on PP that you believe is unlawful, tell us at contact@psychotherapy.partners with a link and a short explanation. We assess every report and take the measures the law requires, which can include removing the content and ending the contract of the person responsible. We will tell you what we decided.

Deleting your account and ending the contract#

1. You can delete your account at any time in Account settings. The deletion is confirmed with a one-time code sent to your address.
2. Deletion is refused while you have meetings booked in the future. The page tells you what to cancel first.
3. When the account is deleted, your chats are deleted for both parties, your comments and the therapists' responses to them are deleted, and your numeric ratings are kept anonymised. The data identifying you is deleted, and your past meetings are anonymised and kept, together with their payment status, because the therapists' occupancy and PP's charges were computed from them. Deleting the account is also how you withdraw your consent to the processing of your health data; the privacy policy explains what is kept and for how long.
4. An account that has not been signed in to for three years is deleted after a warning e-mail, unless the deletion is blocked as described above.
5. We may end this contract with 14 days' notice by e-mail if you breach these terms, and without notice for a serious breach: recording a meeting, threatening or harassing a therapist, posting unlawful content, or sharing an account. Ending the contract cancels neither what you owe to therapists nor the refunds therapists owe you.

Complaints#

1. Complaints about the platform go to contact@psychotherapy.partners, or by post to the operator's address above. Describe what happened and what you expect; we answer within 14 days of receiving the complaint.
2. Complaints about the therapy, a payment or a refund are for the therapist: the therapist is your counterparty for the therapy and for the payment. PP does not arbitrate between clients and therapists.
3. As a consumer you may also use out-of-court means of resolving a dispute with us, for example the help of a municipal or district consumer ombudsman or the mediation offered by the Trade Inspection. The Office of Competition and Consumer Protection (UOKiK) publishes the list of authorised bodies at https://uokik.gov.pl.

Liability#

1. We are responsible for providing the platform with due care: keeping your account, showing profiles and calendars, handling bookings and cancellations, keeping a record of each meeting's payment status, carrying the chat and the video room, and sending the essential e-mails.
2. We are not a party to your therapy and are not liable for it, for the therapist's qualifications, conduct or absences, for the results of their work, or for payments and refunds between you and the therapist. Nor are we liable for how a therapist handles your data outside the platform.
3. We are not liable for interruptions caused by your device, your connection or events outside our control. Nothing in these terms limits the rights you have as a consumer under the law that applies to you.

Changes to these terms#

1. We may change these terms for legal, security or product reasons. A change is announced by e-mail at least 14 days before it takes effect and published on this page as a new version with its own date and address; earlier versions stay available.
2. If you do not accept a change, delete your account before it takes effect. Using PP after that date means you accept the new version. The version you accepted when registering is stored with your account.

Change of operator#

1. Once the platform has grown, a new Polish limited liability company (spółka z ograniczoną odpowiedzialnością) will take over the website from the sole trader and become the party to this contract and the controller of your data in the operator's place.
2. You will be told by e-mail in advance. Your account, your bookings and these terms continue unchanged with the new operator, and you may delete your account before the change if you do not wish to continue.

Final provisions#

1. These terms are governed by Polish law. If you live in another country, this does not deprive you of the protection given to you by the mandatory consumer law of that country.
2. Disputes are decided by the courts of general jurisdiction.
3. Contact: contact@psychotherapy.partners for anything about the platform, privacy@psychotherapy.partners for your personal data. How we process your data is described in the privacy policy for clients and visitors.