Client Services Agreement - 1-1 Ongoing Services

Once you sign up to sessions (indicated by your first payment) with Sarah Mariann Martland, as an individual client this will constitute a binding agreement between you, the client, and me, Sarah Mariann Martland, in my role as a Trauma Support Practitioner & Consultant.

1. You are engaging with me to provide one-to-one support sessions on the terms of this agreement.

2. This agreement will commence on the date of your first payment and will continue until terminated by either of us (see section 7).

3. Sessions, CANCELLATIONS & Communication

3.1 All sessions will take place digitally via Zoom (you will need to download Zoom to your device prior to our first meeting) and will last for the agreed upon time in our consultation, and is noted in the PayPal payment link/invoice or email confirmation.

3.2 From time to time, there may be scheduling conflicts for either of us. Where possible we will reschedule as needed prior to the session. Either of us may cancel or reschedule a session by notice via email or verbally during a session no less than 48 hours prior to the start of the session.

3.3 It is understood that sometimes sudden events, such as emergencies, illnesses or internet shortages, happen that may make it necessary for either of us to cancel our appointments last minute or fail to attend and are unable to provide notification.

In the event of emergencies, illness or internet shortages, we will give each other as much notice as possible for cancelling or rearranging sessions.

In the unlikely event that I miss an appointment without 48 hours notice, you will be refunded for that time or offered an alternative time. In the event that you miss an appointment without notice it is at my discretion if a fee will be charged.  

In general however, if you fail to give less than 48 hours notice of your intention to cancel or reschedule an agreed appointment, or if there is a repeat pattern of cancellations/non-attendance, I reserve the right to charge in full for that session.

3.4 If for any reason you are late for a session, I will see you for the duration of the remainder but may be unable to continue beyond the allotted time and you will be charged for the full session.

3.5 For One-Off Trauma Informed Consultancy Sessions - I work within frameworks that allow for an offer complexity, and as such I will unlikely be offering one 'right answer' for any questions you have - as such I cannot offer refunds if you do not receive the response you want or if you are not satisfied with the session. You are also not obliged to take any advice or suggestions given, and as such I am not responsible for any results that might come from anything we discuss during our session.

4. Results

4.1 These sessions are not therapy or coaching and as such there are no specific 'results' promised or to be expected. You are entering this space to be met in your reality and are offered companionship in this reality.

4.2 Any resources offered are received by you with you full responsibility for taking care of your needs. We can discuss your needs around resources further this throughout our sessions. You retain full control and consent over the resources you choose to engage with during or between sessions.

4.3 For One-Off Trauma Informed Consultancy Sessions - I work within frameworks that allow for an offer complexity, and as such I will unlikely be offering one 'right answer' for any questions you have - as such I cannot offer refunds if you do not receive the response you want or if you are not satisfied with the session. You are also not obliged to take any advice or suggestions given, and as such I am not responsible for any results that might come from anything we discuss during our session.

5. FEES

5.1 I will invoice you or send a payment link in advance of sessions at the rate agreed to in our initial consultation, usually monthly or as a one-off payment, such as for Consultancy Sessions (in exceptional circumstances other payment plans may be offered, i.e. weekly payments).

5.2 Invoices will usually take the form of automatic payments/subscriptions or one-off payments in PayPal via a link I will provide you with. Payment will then be taken automatically, usually on a monthly basis (or as otherwise agreed to verbally or via email). These payments will be ongoing until we agree to terminate our agreement (see 7). Or, if any additional ad-hoc sessions are required and agreed to, I will provide you with a PayPal invoice or payment link that is due to be paid prior to the sessions starting.

5.3 I will pay processing fees in PayPal for all clients who pay on time. If sessions are terminated and a partial refund is warranted, I reserve the right to recover any fees paid on all payments. I will refund any payments within 30 days after the written notification. See below for the termination policy.

5.4 You are responsible for all expenses incurred by you in connection with your participation in the sessions with me (e.g. internet fees).

5.5 If you fail to pay me by the due date, I may suspend all services until payment has been made in full.

5.6 Occasionally I may review my rates. However, I will not increase your payment rate within the first 6 months of us working together and I will give you 3 months notice should I need to increase your payment rate.

6. CONFIDENTIAL INFORMATION

6.1 I agree not to (except in the proper course of my duties) use or disclose to any third party any confidential information. Confidentiality does not apply where it would mean that I might break the law or if I consider there is a risk you may harm yourself or others. In such exceptional circumstances, where there is concern for your wellbeing or that of others, it may be necessary to seek help outside of our relationship. In such an event where I am considering breaching confidentiality, you will normally be consulted first.

In the case of a disclosure concerning acts such as terrorism, vulnerable adult or child protection issues or human trafficking, confidentiality may be breached and such disclosures may be passed onto the relevant authority.

6.2 You agree that I may disclose any issues or feelings which arise out of our sessions together with my supervisor and therapist, but I agree only to disclose such issues on a general basis and without disclosing your name or specifics.

6.3 You may disclose to third parties such information about our sessions as you wish. Where I am made aware that you have disclosed our sessions together, I may confirm that I know you but I would not divulge any details about you or of our sessions.

6.4 While you are not bound to confidentiality about our sessions together, as is good practice, we both agree to asking for consent before sharing any sensitive or personal information about the other.

6.5 You may not reproduce or replicate any material or exercises given that has been created by Sarah or Trauma & Co. colleagues without prior discussion and agreement.

6.6 While we cannot and would not police the sharing of ideas and knowledge gained from working with us, as is good practice, please give credit where appropriate for any learning you know came from working with us at Trauma & Co..

7. TERMINATION OF CONTRACT

7.1 We both agree to give at 1 month notice for termination of ongoing sessions (or more where possible).

We both agree to keep each other informed should there be any foreseeable changes coming up which may impact our future sessions.

7.2 I will not suddenly or without warning terminate our contract with less than 1 month notice, except in exceptional circumstances, which would become clear in the course of our sessions together. This would be fully discussed at that time. Please note threats or acts of violence will invalidate this agreement.

7.3 For services such as Audits, where services are designed to be taken within a specific time period, please see the service details for agreement of when services must be taken by and when availability will be ended (e.g. for Audits, 1-1 sessions need to be taken within 6-12 months of sign up).

8. HOLIDAYS

8.1 For ongoing sessions (not one-off consultancy sessions) you will be notified of any holidays I am planning to take that might impact our sessions with at least 1 month notice (or more where possible). I will try to give you as much notice as possible of any cancellations to regular sessions, and will either offer an alternative time for the sessions or I will refund you for that time.

9.3 If you plan to take a holiday during our agreement time (or if we extend the agreement) you agree to giving me at least 1 month notice for this (or more where possible). Again, we will either reschedule the sessions or I will refund you for this time.

9. ADDITIONAL NOTES

9.1 As we may be connected online and may have mutual contacts in our personal or working lives, the boundaries of our relationship (such as contact outside of our sessions and communication about our working relationship) can be agreed upon between us during our sessions together. As good practice, we ask for what we need and try to honour the boundaries and consent of the other at all times.

9.2 We agree to enter this relationship from a place of mutual respect and compassion.