Besttalk Terms of Service — Clients
Besttalk Limited, company number 13861850, registered in England and Wales.
Registered office: Mynshull House, 78 Churchgate, Stockport, Cheshire, SK1 1YJ.
ICO registration ZC215198. Contact: support@besttalk.co.uk.
Version 1.0 · Effective 1 September 2026
If you need urgent help
Besttalk is not for emergencies and is not monitored around the clock.
If you or someone else is in immediate danger, or you are having thoughts of suicide or self-harm:
- Call 999, or go to your nearest A&E
- Samaritans — 116 123, free, day or night
- NHS 111, then option 2 for mental health
- Text SHOUT to 85258
Please do not wait for an appointment if you are in crisis.
1. Who we are, and what we do
Besttalk is a booking platform. We help you find a psychologist, book sessions, and pay for them.
We do not provide therapy. Your psychologist does. They are an independent professional — not our employee — and they are responsible for your care, their clinical judgement, and the notes they keep.
Your contract for therapy is with your psychologist, not with us. We act as their agent to arrange the booking and collect payment on their behalf.
Registering with Besttalk is free. You pay for sessions, not for using the platform.
If your concern is about your therapy, raise it with your psychologist or their professional body. If it is about the website, booking or payment, that is us — please tell us.
2. Using Besttalk
You must be 18 or over to hold an account.
Booking for a child. You may book on behalf of a child if you have parental responsibility for them. You are the person contracting with us and with the psychologist, and you are responsible for the information you give us about them.
Booking for a partner or another adult. Only do so with their knowledge and agreement. Please show them our Privacy Notice, because we will hold information about them too.
Keep your login details secure and do not let anyone else use them. Tell us if you think someone else has access to your account.
3. Choosing a psychologist
We check that each psychologist on Besttalk is registered with their professional body — such as the HCPC, BACP or UKCP — when they join, and periodically afterwards.
What that check does not do. It confirms a registration exists and is in good standing at the time we look. It is not an endorsement of their practice, a guarantee of results, or a judgement about whether they are right for you. Registration status can change between our checks, and you are very welcome to look them up yourself — these registers are public.
Psychologists set out their own specialities and experience on their profiles. We publish what they tell us; we do not independently verify every claim.
Where we suggest psychologists to you, that is a suggestion based on what you have told us — the choice is always yours. A psychologist may also decide that online therapy is not suitable for you, and it is their professional right to decline or to end therapy.
4. Booking and paying
Session prices are shown before you book.
How and when you are charged:
- We check your card is valid and reserve the amount up to 24 hours before your session
- We take payment after the session has taken place
- You need at least one valid payment method saved to make and keep a booking
We never see or store your full card number. Payments are handled by our payment provider, Stripe.
Invoices for your sessions come from your psychologist. We produce them on their behalf.
5. Changing or cancelling a session
- Cancel more than 24 hours before your session — no charge
- Cancel within 24 hours — the session may be charged in full, because your psychologist has held that time for you
- If your psychologist cancels — no charge, and any payment taken is refunded in full
Refunds go back to your original payment method, usually within a few working days.
Your right to change your mind
When you buy a service online you normally have 14 days to cancel under the Consumer Contracts Regulations 2013.
What that means here: if you ask for a session to go ahead within those 14 days and it does, you cannot then cancel that session and reclaim the cost — the service has been delivered. Anything not yet delivered can still be cancelled within the 14 days.
This does not replace the cancellation terms above, which are usually more generous.
6. How we contact you, and how we share your details
We will share your contact details with the psychologist you book with, so they can arrange your sessions.
Email is not fully secure. Anything sent by ordinary email could in principle be seen by someone else in transit. We keep sensitive information out of email where we can, and we would rather tell you that than pretend otherwise.
If your psychologist cannot reach you by email they may contact you by text message or WhatsApp.
7. Your information
Most of what we hold about you is health information, which the law protects strictly.
Our Privacy Notice explains it fully, including one point worth knowing: who is legally responsible for your data depends on how you found us. If your psychologist invited you to the platform, they are responsible and their privacy notice governs rather than ours.
We do not sell your information, and we never use your health information for marketing.
8. What we ask of you
Please do not misuse the platform, impersonate anyone, try to access other people's information, or use Besttalk for anything unlawful. Please treat psychologists and our staff with respect.
We may suspend or close an account being used abusively, or in breach of these terms.
9. If something goes wrong
Nothing in these terms affects your legal rights. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill, and we do not exclude that.
What we are responsible for: the platform doing what it says — booking, payment, and connecting you to your session.
What we are not responsible for: the therapy itself, its outcome, or your psychologist's professional conduct. Those sit with them and their professional body, and they hold their own professional insurance for exactly this reason.
We are not liable for losses that were not reasonably foreseeable, or for business losses, since you are using Besttalk as a private individual.
We never exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not permit us to exclude.
10. Ending your account
You may close your account at any time — just tell us.
Sessions you have already booked will go ahead unless you cancel them under §5.
What happens to your information. Closing your account does not erase everything, and we would rather be straight about that:
- We delete your account, profile and the information you gave us
- We must keep payment and invoice records for 6 years, because tax law requires it. Where we can still meet that obligation without your details, we remove them
- Your psychologist keeps their own clinical notes, under their professional obligations. That is their record, not ours, so ask them about it
The Privacy Notice sets this out in full, along with your right to ask for a copy of your information or to have it corrected or deleted.
11. Complaints
Please tell us first — support@besttalk.co.uk. Most things are fixable quickly.
- About your therapy → raise it with your psychologist. If that does not resolve it, their professional body has a complaints process — the HCPC, BACP or UKCP, depending on who they are registered with
- About your data →
privacy@besttalk.co.uk. You may also complain to the Information Commissioner's Office atico.org.uk/make-a-complaint - About the platform, a booking or a payment →
support@besttalk.co.uk
12. Changes to these terms
We will tell you if we change these terms in a way that affects you, and ask you to accept the new version.
13. General
These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your own courts.
If any part of these terms turns out to be unenforceable, the rest still applies.