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Relate Derby Email Counselling service

Terms and Conditions and Payment


1. Relate's Terms and Conditions for the service Relate Derby Email Counselling

These Terms and Conditions explain your rights and obligations when purchasing this service. Please read them carefully. You may have other rights granted by law and these Terms and Conditions do not affect these.

2. Relate's contact details

2.1 We are Relate Derby and Southern Derbyshire. Relate is a registered charity (No. 1110768) and a registered company limited by guarantee (No. 4980776). Our registered office is 3 Wentworth House, Vernon Gate, Derby, Derbyshire, DE1 1UR. You can telephone us on 01332 349177.

2.2 If you have any complaints about the Relate Online counselling service please contact the administrator at

3. Purchasing the Relate Online Counselling service from us

3.1 To purchase from us you must be resident in the UK and over 18 years of age.

3.2  Relate Derby and Southern Derbyshire is unable to deliver an email counselling service to residents overseas.

If however, you are temporarily overseas, on holiday or for work purposes and have a UK permanent address, we will be pleased to receive your enquiry and allocate one of our online team to you immediately.

3.3 By submitting your order you are offering to buy the email counselling service at the price set out in this website and you are allowing us to use your personal details for the purposes of supplying the email counselling service including passing your details on to a qualified Relate Counsellor for response. (Also see paragraph 9 below). You may ask that your details be removed from our system by writing to us at the address above.

4. Delivery

We aim to send your email response within 5 working days.  Relate take no responsibility for your email not reaching your inbox.  Please make sure that Relate is in your contact list, as sometimes response emails are not accepted by servers and will not reach your inbox. Please contact us if you are expecting an email that does not seem to have arrived.

5. Relate Derby Email Counselling service

The description of the Relate Derby Email Counselling service is as set out on this website. The service is not intended to replace the service of your GP.

6. Price and payment

6.1 You will pay the price for the Relate Derby Email Counselling service as detailed on this website. Payment is made over the phone or by cheque. Payment by PayPal will be available shortly.

6.2 All payments must be made at the time of placing the order, by credit or debit card or by cheque. We accept MasterCard, Visa, Eurocard, Visa Delta, Maestro, Switch and JCB. If we are unable to accept your order for any reason then we shall, at our option, either not debit your credit card or refund any money paid by you in respect of that order.

7. Written confirmation

We will send you an email confirming acceptance of your payment and a consultation form will be sent to you by email.

8. Copyright in the information we provide to you

8.1 The information provided to you pursuant to the provision of the Relate Derby Email Counselling service contains material which is owned by or licensed to us. It is protected by intellectual property laws including, without limitation, copyright.

8.2 You may view, use, download and store the information for your personal use. Commercial use of the information provided by us is not permitted. The re-distribution, republication, or otherwise making available of the information provided by us in connection with the email consulting service to third parties without our prior written consent is prohibited.

8.3 Unauthorised use of the information provided by us may give rise to a claim against you for damages and/or be a criminal offence.

9. Confidentiality policy and Data Protection

9.1 Except as set out in 9.3 and 9.4 below all information provided by you in relation to the email counselling service is confidential to Relate, including whether you are or have been a Relate client.

9.2 It is only shared among employees of Relate on a need to know basis.

9.3 You expressly consent to us transferring information in the following circumstances:

- Where we are legally compelled to do so.
- Where we have reason to believe that someone, especially a child, is at risk of harm.
- Where there is a duty to the public to disclose.
- Where disclosure is permitted by law and required to protect our interest.
- Where disclosure is made at your request or with your consent.

9.4 In addition, when you expressly consent, we may transfer information when we consult with other professionals.

9.5 You expressly consent to Relate using your personal and sensitive data, in accordance with the Data Protection Act 1998, for the purposes of delivering counselling or other services to you, and for managing and quality assuring those services.

9.6 You expressly consent to Relate using the information in your emails to improve its services.

10. Other information of which you need to be aware

10.1 We may not necessarily keep a copy of these Terms and Conditions and your order. We advise you to print a copy of them for your information in the future.

10.2 Any contract between us shall be governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction over any dispute. All dealings, correspondence and contact between us shall be made or conducted in the English language.

10.3 Although we have taken steps to ensure that any emails or attachments sent to you in connection with the email consulting service are virus-free, we advise that in keeping with good computing practice, you ensure that they are actually virus-free.

10.4 Please note:
This service is not appropriate for people with mental health problems, as we cannot provide the level or continuity of care necessary.


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Relate Derby and Southern Derbyshire

3 Wentworth House, Vernon Gate, Derby DE1 1UR

Phone: 01332 349177  Email: info@relatederby.org.uk  Twitter: @RelateDerby

   Registered in England 4980776  Registered  Charity No. 1110768   

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