Terms & Conditions
Terms & Conditions
Organisation: From the Heart Energy Healing
Practitioner / Designated Safeguarding Lead (DSL): Emma Randell, practising professionally as Emma Hunt
Professional Body: The International Institute of Complementary Therapists (IICT)
Membership Number: GB2597957191
Effective Date: 19 October 2026
Welcome to From the Heart Energy Healing. From the Heart Healing is operated by Emma Randell, practising professionally as Emma Hunt, as a sole trader. In these terms, “From the Heart”, “we”, “us” and “our” refer to Emma Randell trading as From the Heart Energy Healing.
Please read our Terms & Conditions carefully before scheduling a session.
By booking an appointment, you agree to these terms and to any Privacy Policy, safeguarding policy or other session-related policy that has been provided or made available to you before the contract is entered into. If there is any inconsistency between these terms and another policy, these terms will apply unless the law requires otherwise.
1. Service Description & Session Duration
1.1 Services Provided: We offer holistic energy healing sessions intended to promote relaxation, balance, and overall well-being for human and domestic animal clients. They do not constitute medical, psychological, or veterinary advice, diagnosis, prognosis, or treatment.
1.2 Session Duration: Each appointment has a fixed duration (typically 30 minutes, unless explicitly stated otherwise at the time of booking). The session time includes any brief pre-session discussion or post-session grounding feedback.
1.3 Animal Client Requirements: By booking a session for a domestic animal, you confirm that you are the animal’s legal owner or an authorised carer and have authority to consent. Our service is limited to non-veterinary wellbeing support and does not include diagnosis, veterinary advice, or medical or surgical treatment. You remain responsible for obtaining veterinary advice where appropriate and for following any treatment plan prescribed by a registered veterinary surgeon.
1.4 Email Sessions: Where a session is designated as an email session, the practitioner performs the energy healing work remotely at the scheduled time without a live video link or telephone call. A written post-session summary will be sent via email within 24 hours of completion, which constitutes full delivery of the service.
1.5 Adult Bookings: All sessions must be booked by and paid for by an adult, aged 18 or over
2. Price & Full Payment at Booking
2.1 Pricing: All session fees and prices are clearly displayed on our booking platform and are subject to change. However, once you book, your price is confirmed.
2.2 Payment Terms: To reserve an appointment, full payment must be made at the time of booking via our secure online payment portal. We do not accept partial payments or post-session billing. The total price displayed at checkout includes all applicable fees. There are no hidden or unstated charges.
2.3 Failed or Reversed Payments: If a payment is declined, fails or is subsequently reversed, we may suspend or cancel the booking unless another payment method is agreed. Where a service has already been supplied, or a cancellation charge is lawfully payable under these terms, you remain responsible for the amount properly due. Nothing in this clause affects your statutory rights or requires payment for a service that has not been supplied in accordance with the contract.
2.4 Payment Disputes and Chargebacks: If you believe that a payment is incorrect or that the service has not been provided as agreed, please contact us promptly so that we can investigate. Nothing in these terms prevents you from exercising a lawful right to dispute a payment. If a payment is reversed but an amount remains lawfully due, we may seek payment of that amount together with any cost that we are legally entitled to recover.
3. Appointment Confirmation
3.1 When Booking is Confirmed: Your booking is not finalised until your payment has processed successfully. An automated booking confirmation email will be sent to your designated email address. This email constitutes our formal acceptance of your booking and secures your scheduled session time.
4. Rescheduling, Cancellations & Refunds
4.1 Rescheduling Policy: You may reschedule your session up to 24 hours before your appointment time without additional charge through the link in your confirmation email.
4.2 Cancellation Policy: If you choose to cancel your appointment outside the statutory cancellation arrangements in Sections 5 and 6, you should provide at least 24 hours’ notice to receive a full refund. A cancellation made with less than 24 hours’ notice will be dealt with under Section 4.3. Nothing in this clause affects your statutory rights.
4.3 Refund Policy:
• Voluntary cancellations made outside the 14-day statutory cancellation period and with more than 24 hours’ notice will be refunded in full.
• Cancellations made with less than 24 hours’ notice, and failures to attend, may be subject to a cancellation charge. The charge may be up to the full appointment fee where the appointment time cannot be rebooked in time and our actual net loss equals that fee. The charge will not exceed the appointment fee and will reflect work already carried out, and losses we could not reasonably avoid. We will refund any balance due.
Nothing in this Section affects your statutory rights, including the rights described in Sections 5 and 6.
4.4 Absence Due to Illness: If you are unwell, please tell us as soon as reasonably possible. Depending on the circumstances, you may reschedule or, if you expressly agree, change a live appointment to a remote distance healing session followed by written feedback by email. You should seek appropriate medical advice where necessary, and we may decline to proceed if it would be unsafe or inappropriate to provide the service. Any agreed change to the service will not affect your statutory rights
5. Statutory Cancellation Rights (14-Day Cooling-Off Period)
5.1 Statutory Right to Cancel: If your booking is a distance contract covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel it without giving a reason during the period ending 14 days after the day on which the contract is entered into, subject to Section 6 where you ask us to begin providing the service during that period.
5.2 How to Cancel: To exercise your statutory right to cancel, you must make a clear statement informing us of your decision before the 14-day period expires. You may do this by emailing emma@from-the-heart.uk or by calling +44 (0) 7470262434. Any notification must include your name, description of service and order date.
5.3 Statutory Refunds: If you exercise the statutory right to cancel, we will refund all payments due to you without undue delay and no later than 14 days after the day on which we are informed of your decision, using the same means of payment unless you expressly agree otherwise. Any permitted deduction or proportionate charge for services supplied during the cancellation period is dealt with in Section 6.
6. Express Request for Early or Immediate Services
6.1 Express Request for Early Performance: If you ask us to begin providing the service during the 14-day cancellation period, you must make an express request to that effect. Where the service is to be fully performed during that period, you must also acknowledge that you will lose the statutory right to cancel once the service has been fully performed.
6.2 Payment for Services Supplied: If you cancel during the 14-day cancellation period after expressly requesting that the service begin, but before it has been fully performed, you must pay a proportionate amount for the service supplied up to the time you communicated your decision to cancel. If the service has been fully performed following your express request and acknowledgement under Section 6.1, the statutory cancellation right will have been lost.
6.3 Confirmation: Any express request and acknowledgement under this Section must be obtained separately and clearly during booking and confirmed to you by email or another durable medium.
7. No-Shows & Late Arrivals
7.1 Late Arrival: If you have not joined a live session within 10 minutes and have not contacted us, we will try to reach you by telephone. If there is still no response, we will close the appointment and treat it as a no-show. If you arrive or log in late, your session will still end at the originally scheduled time so that subsequent clients are not delayed. No extensions or partial refunds will be given for time missed due to client lateness.
7.2 No-Shows: If you fail to show up or join the session within 10 minutes of the scheduled start time, the appointment will be closed and treated as a no-show. A no-show may be subject to the reasonable cancellation charge described in Section 4.3, reflecting the appointment time reserved, work already carried out and losses we could not reasonably avoid. Nothing in this clause affects your statutory rights.
8. Cancellations by From the Heart Energy Healing
8.1 What Happens If We Cancel: In the rare event that an emergency or illness forces us to cancel your appointment, we will notify you as soon as possible. You will be given the choice to either reschedule to a mutually agreeable date or receive a 100% full refund. We will not be responsible for losses that were not reasonably foreseeable when the contract was entered into, but nothing in this clause excludes or restricts liability that cannot lawfully be excluded or restricted.
9. Technical Issues & Video-Call Requirements
9.1 Platform Requirements: Online sessions are hosted via Google Meet. It is your responsibility to ensure you have a working camera, microphone, and a stable, high-speed internet connection prior to the call.
9.2 Technical Failures: If a technical problem on our side prevents the session from taking place, we will offer a full refund or a free reschedule. If the disruption is caused solely by your device or network connection, we will try to troubleshoot it for up to 10 minutes, but we cannot offer a refund or extend the scheduled end time for time lost for that reason. With your agreement, we may instead provide the booked service as a distance-healing session followed by written feedback by email. Nothing in this clause affects your statutory rights where the service has not been supplied with reasonable care and skill or in accordance with the contract.
10. Client Responsibilities, Conduct & Consent
10.1 Calm Space: You are responsible for setting up a peaceful, private, and comfortable environment for your online session where you will not be disturbed. Please do not drive a vehicle or operate machinery during your appointment.
10.2 Conduct: You must treat the practitioner with respect. We may terminate a session if a client acts inappropriately, aggressively, or if it would be unsafe or inappropriate to continue because the client appears to be under the influence of drugs or alcohol. Where we reasonably terminate a session for that reason, we may deduct from any refund an amount reflecting the service supplied, the appointment time reserved and losses we could not reasonably avoid. We will refund any balance due. Nothing in this clause affects your statutory rights.
10.3 Third-Party Bookings: The person booking must be at least 18 for all sessions and accepts responsibility for payment. Booking for another adult does not authorise us to work with them or disclose their information; that participant must independently agree to take part. If their consent cannot be obtained, we will not start and we will refund the undelivered service.
11. Children Under the Age of 18
11.1 Parental Responsibility: A session for someone under the age of 18 requires consent from a person with parental responsibility or other sufficient legal authority. We will ask for appropriate confirmation of that authority and any relevant restrictions before the booking is accepted. Being a relative or paying for a session is not sufficient by itself.
11.2 Child's Autonomy: If the child is present for their session, we will ensure that they receive an age-appropriate explanation and that their wishes and understanding are respected. We will not proceed against a child’s expressed refusal and will stop if they become distressed. The child, parent/legal guardian or practitioner may stop the session at any time if they feel uncomfortable.
11.3 Email Sessions for Children under the Age of 18: Any non-live (email sessions) concerning a child also require the agreed consent process; it is not a means of bypassing the child’s wishes. For remote email sessions, the parent/legal guardian remains the sole point of contact for all notes and communication, unless a young person aged 16-17 formally expresses otherwise before their session begins (via the ‘Young Person’s Consent’ section of the Child Booking Form at time of booking or in writing to emma@from-the-heart.uk).
11.4 Confidentiality & Safeguarding Limits: Before work starts, the practitioner will explain confidentiality, its safeguarding limits, and how requests for access to the child’s information are handled. Parental access to session notes is not automatic and depends on the child’s rights, age, understanding, and applicable law. We may disclose confidential information where this is necessary and proportionate to respond to a safeguarding or child-protection concern, or where disclosure is otherwise required or permitted by law. Please refer to our Safeguarding Children & Young People Policy for further information.
11.5 Age-Specific Safeguarding Rules for Live Calls:
• Children Aged 15 and Under: A parent or legal guardian must complete a digital consent form prior to the session. For live video or telephone calls, a parent or legal guardian must remain present in the room throughout the whole session to ensure a safe, supportive space. All parties must be appropriately dressed. The door to the room where the child and parent/legal guardian are must remain open at all times throughout the session. The practitioner or client may not record any part of the session at any time.
• Young People Aged 16–17: A parent or legal guardian must complete a digital consent form before the session. For live video or telephone calls, a parent or legal guardian must remain on the premises throughout the session. We ask that the door to the young person’s room remains open. All parties must be appropriately dressed, and neither the practitioner nor the client may record any part of the session. We will also seek the young person’s agreement and take account of their understanding, wishes and individual circumstances when deciding whether it is appropriate to proceed, whether an adult needs to remain present in the room and how their personal data should be handled.
12. Domestic Animals & Veterinary Limits
12.1 Non-Veterinary Scope: Sessions concerning domestic animals are accepted only where the proposed activity can lawfully be provided within a non-veterinary scope.
12.2 Non-Veterinary Service: Our sessions are intended solely to support an animal’s general well-being, stress relief, and emotional support for pets within a lawful non-veterinary scope. We do not diagnose diseases or injuries, give advice based on a diagnosis, prescribe or administer treatment, perform medical or surgical procedures, or hold the service out as veterinary treatment. We may decline or stop a session where the requested activity could fall within restricted veterinary practice or where veterinary assessment is more appropriate.
12.3 Owner Duty of Care: We do not diagnose physical or behavioural conditions, prescribe medication, perform surgery, or recommend changing conventional veterinary treatment. You remain responsible for your animal’s welfare and should obtain prompt advice from a registered veterinary surgeon where your animal is unwell, injured, in pain, or shows new, persistent, worsening or concerning signs. Seek urgent veterinary assistance where reasonably necessary.
12.4 Booking Adult: The booking adult must be the owner or have sufficient authority from the owner, remain responsible for the animal’s welfare and handling, and directly seek veterinary care for health concerns.
12.5 Particular Circumstances: Please tell us before booking about any circumstances that could reasonably affect whether or how the service should be provided, including any current veterinary investigation, treatment plan, handling requirement or welfare concern.
12.6 Contact with Your Veterinary Practice: We may ask for your animal’s veterinary practice details so that appropriate veterinary support is available where needed. We will contact the practice only where you have authorised us to do so, where this is reasonably necessary to protect the animal’s welfare, or where disclosure is otherwise required or permitted by law. We will not share session notes or other confidential information with the practice without an appropriate lawful basis.
13. Scope & Limitations of Service (Disclaimer)
13.1 Not Medical Advice: Energy healing is a complementary holistic practice. It is not medical treatment, psychological counselling, or a substitute for professional healthcare.
13.2 No Diagnosis: We do not diagnose conditions, prescribe medications, or interfere with treatments prescribed by licensed medical professionals. You should always consult your doctor or veterinarian regarding any medical issues.
13.3 Consumer Rights: We will perform the service with reasonable care and skill. Information about the service or practitioner that you take into account when deciding to book will be binding where required by law. If the service does not conform to the contract, you may have statutory rights to repeat performance or an appropriate price reduction. Nothing in these terms restricts those rights.
14. Symptoms & Wellbeing
14.1 Cause of Symptoms: Any symptoms experienced during or after a session may have various causes. Their timing alone does not establish whether they were caused by, contributed to by, or unrelated to the session.
14.2 Processing Symptoms Disclaimer: The expression ‘processing symptoms’, if used, is not a medical diagnosis. It should not be taken to mean that symptoms are harmless, necessary for healing, evidence that the session is working, or something that must be endured. The practitioner cannot determine the medical cause of symptoms.
14.3 Pausing Treatment: You may pause or stop a session at any time. Please tell the practitioner if you experience discomfort or distress. Seek advice from an appropriately qualified healthcare professional about new, persistent, worsening, or concerning symptoms, and seek urgent assistance where necessary. Do not delay medical assessment or stop or change prescribed treatment because symptoms have been described as ‘processing’. For symptoms affecting an animal, seek veterinary advice.
14.4 Personal Autonomy: You are not required to disclose information or undertake any activity you do not wish to share or do.
15. Family Bundle Terms
15.1 Usage: Family Bundle packages are designed to be shared only among immediate family members or members of the same household, including domestic animals.
15.2 Expiry Policy: All sessions within a Family Bundle must be redeemed within 6 months (180 days) from the date of purchase. Subject to your statutory rights and Sections 8 and 22, unused sessions will expire at the end of that period and cannot be transferred to another person. Any refund due for an unused session before expiry will be calculated in accordance with Section 15.3.
15.3 Pricing Breakdown: Family Bundle sessions consist of £100 total for two 30-minute sessions, allocated at £50 each. Outside the statutory cooling-off period, you may cancel either unused session or the remaining bundle. Refunds are calculated at £50 for each unused session.
15.4 Minors & Animals in Bundles: A child or domestic animal may be included only where the requirements in Section 11 and/or Section 12 are satisfied before acceptance.
15.5 Purchase & Consent: An adult must purchase the bundle. Each adult participant independently consents.
16. Privacy, Confidentiality & Recordings
16.1 AI & Automated Tools: We will not record sessions or enable automated transcription or AI note-taking without separate, informed prior agreement covering the purpose, access, and retention.
16.2 Client Recording: Please do not record or distribute a session without prior written agreement. This does not prevent disclosures lawfully necessary to obtain advice, make a complaint, provide evidence, or exercise legal rights. We will use appropriate security measures, while recognising that no communication system is entirely risk-free.
17. Data Handling and Retention
17.1 Data Protection: Personal data is processed in accordance with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018. Further information, including the purposes of processing, lawful bases, retention periods and individual rights, is set out in our Privacy Policy. Where we rely on explicit consent to process special-category data, that consent will be requested separately from acceptance of these terms.
17.2 Email Correspondence: Any scheduling correspondence, booking confirmations, intake materials, or treatment summaries transmitted via Gmail or email are stored within an encrypted, password-protected account restricted solely to the practitioner.
17.3 Messaging Platforms: Any communication or updates transmitted via WhatsApp are kept on a secure, PIN-locked mobile device. WhatsApp chats are protected by native end-to-end encryption. We do not accept or process health or other sensitive information via WhatsApp. Any clinical information must be shared via our secure consultation channels.
7.4 Record Retention: We retain client records only for as long as reasonably necessary for the purposes described in our Privacy Policy, taking account of applicable limitation periods, safeguarding considerations, professional guidance and the requirements of our current insurer. The applicable retention periods and the reasons for them are set out in the Privacy Policy and will be reviewed periodically.
17.5 Separation of Marketing Consent: Your choice to receive marketing emails or promotional newsletters is kept entirely separate from your acceptance of these terms. Declining promotional materials will never affect your ability to book or receive services. You can opt-out of marketing communications at any time via the ‘unsubscribe’ link.
18. Confidentiality of Note Deliverables
18.1 Note Formats: Session notes are sent via Gmail in a password-protected PDF format following your session. Your password will be sent to you separately, via WhatsApp Business, text message or telephone call.
19. Complaints & Contact Details
19.1 Complaints: We aim to provide an exceptional and supportive experience. If you have a question, concern, or complaint, please contact us directly via email at: emma@from-the-heart.uk. We will handle the complaint in accordance with our Complaints Policy and will provide a copy on request or direct you to where it is available.
20. Intellectual Property (IP) Rights
20.1 Ownership of Materials: All materials, including but not limited to written session summaries, PDFs, graphics, emails, website content, guided meditations and specific remote energy frameworks provided to you, remain the exclusive intellectual property of From the Heart and Emma Randell (practising professionally as Emma Hunt).
20.2 Personal Use Only Licence: When you purchase a session or receive written materials from us, you are granted a non-transferable licence to use those materials for your personal, non-commercial purposes. No audio recording will be created unless this has been separately agreed in advance in accordance with Section 16.1 and the Privacy Policy.
20.3 Prohibited Actions: You must not copy, modify, redistribute, resell, share, or exploit any materials provided by From the Heart for commercial gain, nor use them to train third parties or present them as your own work without express, prior written consent from us.
21. Limitation of Liability
21.1 Disclaimer of Professional Care: You explicitly acknowledge that remote energy healing is a complementary, holistic wellbeing service and is not medical, psychological, or veterinary care. It must not be used as a substitute for professional medical diagnosis or clinical treatment from an appropriately qualified healthcare professional or registered veterinary surgeon.
21.2 Financial Liability: Subject to Section 21.4, our total aggregate liability arising out of or in connection with a booking, whether in contract, negligence or otherwise, will not exceed the greater of: (a) the total fees paid by you for the relevant session; and (b) £100. We will not be liable for losses that were not reasonably foreseeable when the contract was made or for business losses suffered where you entered into the contract wholly or mainly for purposes outside your trade, business, craft or profession.
21.3 Animal Services: The limitations in this Section apply to services concerning animals in the same way as they apply to other services. Nothing in these terms excludes or restricts liability where doing so would be unlawful.
21.4 Statutory Carve-out: Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights in relation to the service, or any other liability that cannot lawfully be excluded or restricted under the law of England and Wales.
22. Force Majeure (Events Outside Our Control)
22.1 Definition: A ‘Force Majeure Event’ means any extraordinary incident that is beyond the reasonable control of either party and prevents the delivery of the session. This includes natural disasters, fires, floods, utility grid failures, local power cuts, sudden ISP/internet connection failures, national or international telecommunication network blockages, acts of God, war, civil disorder, or sudden practitioner incapacitation due to acute medical emergencies.
22.2 Effect of an Event Outside Our Control: A party will not be responsible for delay or failure to perform to the extent caused by an event outside that party’s reasonable control. The affected party must take reasonable steps to reduce the effect of the event and resume performance as soon as reasonably possible. This clause does not affect the rescheduling and refund rights in Section 22.3 or any statutory right that cannot be lawfully excluded.
22.3 Rescheduling Due to an Event Outside Our Control: If a session is cancelled due to a Force Majeure Event, From the Heart will work with you to reschedule the appointment at the earliest available slot or process a full refund without penalty.
23. Governing Law & Dispute Resolution
23.1 Governing Law and Jurisdiction: These terms and any contractual or non-contractual dispute arising from them are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain the benefit of any mandatory protections that apply to you and may bring proceedings in any court that has jurisdiction under applicable law.
23.2 Dispute Resolution: If a dispute arises, we encourage you to contact us first so that we can try to resolve it through the steps in the From the Heart Client Complaints Policy. This does not prevent either party from seeking legal advice, using an available alternative dispute-resolution process, or exercising any right to begin court proceedings.
24. Accountability & Roles
24.1 Responsible Practitioner: The founder and principal practitioner of From the Heart, Emma Randell (practising professionally as Emma Hunt), holds ultimate responsibility for this policy.