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Legal

Terms & Conditions

Last updated: 30 July 2026

Welcome to PAConline Ltd. (“the Platform”, “we”, “us”, or “our”).

These Terms and Conditions (“Terms”) set out the agreement between you and the counsellor, psychotherapist or practitioner you connect with when you use our digital platform and related services (the “Services”).

By using the Platform, you agree to these Terms. If you do not agree, please stop using the Services immediately.

1. About Our Platform

PAConline Ltd. is an online platform that connects clients (“Users”) seeking counselling with qualified counsellors and / or psychotherapists (“Counsellors”).

We do not provide counselling ourselves and are not a healthcare provider. Counsellors are independent professionals responsible for their own practice, conduct, and compliance with professional standards.

2. Scope of Service and Compliance with UK and Northern Ireland Law

The Platform provides Services to Users seeking counselling or psychotherapy who are based in the UK & NI, and connects them with Counsellors who are also based in the UK & NI.

We conduct our business and operate the Platform in compliance with the applicable laws of the UK & NI. Counsellors must hold qualifications, registrations and professional insurance that are valid and appropriate for practice in the UK & NI, and must comply with any professional body or regulatory requirements specific to the jurisdiction in which they are based.

The Services are intended for Users and Counsellors based in the UK & NI only. The Platform is not intended for use by Users or Counsellors based outside these jurisdictions.

3. Eligibility

  • Users must be at least 18 years old.
  • Counsellors must hold appropriate qualifications, registrations, and professional insurance to practise counselling or psychotherapy in the UK & NI.
  • Counsellors are responsible for ensuring their profiles are accurate and up to date.

4. Account Registration

  • To access the Services, Users and Counsellors must register for an account.
  • You agree to provide accurate and current information and to keep your login credentials confidential.
  • You are responsible for all activity conducted through your account.

5. Counsellor Registration, Fees and Commission

Counsellors pay an annual subscription fee to maintain their profile on the Platform. The current subscription fee is stated on our website and may be reviewed annually.

The subscription fee is non-refundable, except as required by law.

Counsellors set their own session fees (“Session Fees”).

A service fee is deducted from each Session Fee, with the balance transferred to the Counsellor.

Counsellors are responsible for declaring income and complying with all applicable tax obligations.

6. Payments

All payments are processed through a secure third-party payment provider.

All clients pay PAConline Ltd., which then forwards funds to the Counsellor. The Platform deducts its service fee before transferring funds to the Counsellor.

PAConline Ltd. is not liable for delays or errors caused by third-party payment processors or banks.

7. Cancellations and Refunds

If a session is cancelled with less than 48 hours’ notice, the full Session Fee is payable.

Refund decisions outside of this cancellation rule are at the Counsellor’s discretion, subject to their stated refund policy and applicable consumer rights, and are processed through the PAConline site by the Counsellor.

Any refunds issued will have the secure third-party payment provider transaction fee deducted from the refunded amount.

Users should review a Counsellor’s refund policy before booking.

The Platform does not issue refunds directly, but may assist in resolving disputes at its discretion.

8. Use of the Platform

Users agree to:

  • Use the Platform lawfully, respectfully, and only for its intended purpose.
  • Understand that the Platform is not suitable for medical emergencies or crisis situations. If you are in crisis, you should contact NHS 111, Samaritans (116 123), or emergency services.

Counsellors agree to:

  • Provide professional, ethical, and lawful counselling services.
  • Maintain appropriate professional indemnity insurance and memberships.
  • Not provide medical diagnoses, prescriptions, or legal advice unless qualified and authorised to do so.

9. Our Role and Responsibilities

  • We provide a digital platform for connection, scheduling, and payment.
  • We do not supervise or endorse any Counsellor’s work.
  • We make reasonable efforts to verify Counsellors’ credentials but do not guarantee their qualifications, competence, or suitability.
  • We are not responsible for the content or outcome of any counselling session.

10. Data Protection and Privacy (UK GDPR)

  • We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
  • We act as a Data Controller for Users’ and Counsellors’ personal data.
  • Personal data is collected, stored, and processed only as necessary to provide our Services.
  • We use secure, GDPR-compliant systems and retain data only as long as necessary.

You have the right to:

  • Access, correct, or delete your personal data.
  • Withdraw consent for data processing.
  • Complain to the Information Commissioner’s Office (ICO) if you believe your rights have been infringed.

For full details, please refer to our Privacy Policy, which forms part of these Terms.

11. Intellectual Property

All content on the Platform, including design, branding, text, and images, is owned or licensed by PAConline Ltd.

You may not copy, distribute, modify, or reproduce any part of the Platform without prior written permission.

12. Limitation of Liability

To the fullest extent permitted by law:

  • PAConline Ltd. is not liable for any direct, indirect, or consequential losses arising from your use of the Platform or services obtained through it.
  • We make no guarantee that the Platform will always be available, uninterrupted, or error-free.
  • Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK & NI law.

13. Termination

We may suspend or terminate your account at any time if you:

  • Breach these Terms;
  • Provide false or misleading information; or
  • Misuse the Platform or engage in unlawful activity.

Upon termination, Counsellors are still liable for any outstanding fees due to the Platform.

14. Amendments

We may update these Terms from time to time. Any changes will be posted on our website, with the updated date shown above.

Continued use of the Platform after changes are posted constitutes acceptance of the revised Terms.

15. Governing Law and Jurisdiction

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

Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact Us

If you have any questions about these Terms or your data, please contact us at:

Email: help@paconline.co.uk
By post: 3 Barnfield Crescent, Exeter, Devon EX1 1QT, UK

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