Effective from: 22nd October 2025 (Updated July 2026)

By booking a session with Simply Listening, you agree to the following Terms and Conditions. Please read them carefully before proceeding.

1. Service Description

Simply Listening provides non-clinical listening services designed to offer individuals and organisations a confidential space to speak openly and be heard without judgement, advice, coaching, counselling or therapy.

Services may include:

• One-to-one listening sessions delivered by telephone or online video call
• Regular Check-in Call services delivered on a recurring basis
• Workplace Change Support services provided to organisations and their employees

Simply Listening operates as a coordination and booking platform connecting clients with a team of self-employed Associate Professional Listeners who work under an Associate Agreement with Simply Listening.

Associate Professional Listeners are independent practitioners and not employees of Simply Listening. Our services are not therapy, counselling, coaching, crisis intervention, medical treatment, psychiatric support or any regulated healthcare service.

No diagnosis, treatment recommendations, professional advice or clinical opinions are provided. The purpose of our services is to provide a safe, confidential and non-directive listening space.

2. Eligibility

You must be 18 years or older to use this service.

This service is not suitable for individuals in immediate emotional crisis or requiring medical, psychological, or psychiatric support.

If you are experiencing distress or at risk of harm, please contact NHS 111, Samaritans (116 123), or your GP.

3. Disclaimer

Simply Listening and its self-employed associates provide a non-clinical service and do not offer diagnosis, advice, treatment, or medical intervention.

By booking a session, you acknowledge that:

• You take full personal responsibility for your emotional and mental wellbeing during and after the session.

• Simply Listening provides access to self-employed listeners working under associate agreements and does not act as their employer.

• Each listener operates as an independent professional and is responsible for their own conduct and performance during sessions.

This service is not a substitute for mental-health care or any regulated healthcare service.

4. Confidentiality

All sessions are private and confidential. Nothing you share will be disclosed unless:

• There is an immediate risk of serious harm to yourself or others, or

• Disclosure is required by law (e.g. terrorism, safeguarding, or court order).

Sessions are not recorded, and no formal notes are kept.

You are responsible for ensuring you are in a quiet, private space during the call. Please do not use speakerphone or take the call in public areas.

5. Data Protection (UK GDPR Compliance)

We collect only essential personal data (e.g. name, email address, phone number) to manage bookings and communication.

Your data is stored securely and never sold or shared with third parties, except as required to deliver the service — for example, sharing your first name and call details with your assigned associate listener.

All data is handled in accordance with the UK GDPR and the Data Protection Act 2018.

You have the right to access, correct, or request deletion of your data at any time.

For more information, please see our Privacy Policy.

6. Session Booking & Payment

Sessions are booked online via youcanbookme.com, with payments processed securely through Stripe.

Full payment is required at the time of booking.

All sessions are conducted via telephone. You will be called from a private or withheld number unless otherwise stated. Please ensure you are ready and available to receive the call at your booked time.

Our professional listeners will notify you when there are two minutes remaining in your session and again when the allotted time has ended.
Unfortunately, sessions cannot overrun their booked time slots due to multiple scheduled calls throughout the day.

If you wish to continue the conversation, you are welcome to book a further call with the professional listener of your choice through the website.

For subscription-based services, including Check-in Calls and Workplace Change Support packages, payments may be collected automatically on a recurring basis through our payment provider. Subscription fees remain payable until cancelled in accordance with these Terms.

6A. Check-in Call Services

The Check-in Call Service provides recurring scheduled listening sessions delivered by telephone or online video call.

By subscribing to the Check-in Call Service, you acknowledge and agree that:

• Check-in Calls are intended to provide regular human connection and listening support and are not a substitute for therapy, counselling, healthcare or emergency services.
• Calls are normally delivered by the same Associate Professional Listener wherever reasonably possible, however Simply Listening cannot guarantee continuity where illness, leave, scheduling conflicts or other circumstances arise.
• If a scheduled listener is unavailable, Simply Listening may offer an alternative listener, reschedule the call or provide a pro-rata refund where appropriate.
• Subscription fees are payable monthly in advance.
• Subscription payments may be collected automatically through our payment provider until cancelled.
• You may cancel your subscription at any time. Cancellation will prevent future payments but will not normally result in refunds for any current billing period.
• Missed calls, unused calls or partially used calls are not refundable.Scheduled calls may be rearranged subject to reasonable notice and availability.
• Simply Listening reserves the right to amend schedules where necessary and will provide reasonable notice wherever possible
• Check-in Calls may be purchased by a family member, friend or authorised representative on behalf of another adult. The individual receiving the service must agree to participate voluntarily and accept these Terms and Conditions.

6B. Workplace Change Support Services

Workplace Change Support services are provided to organisations wishing to offer confidential listening support to employees, managers or other authorised personnel during periods of workplace change.

By purchasing Workplace Change Support services, the organisation agrees that:

• Simply Listening provides a non-clinical listening service and does not provide counselling, employee assistance programme (EAP) services, occupational health services, legal advice, HR advice or medical services.
• Employee participation is entirely voluntary.
• Conversations remain confidential between the caller and the Associate Professional Listener except where disclosure is required by law or where there is an immediate risk of serious harm.
• Simply Listening will not disclose the content of individual conversations to the organisation.
• Any management information, reporting or usage data provided to the organisation will be aggregated and anonymised wherever reasonably possible.
• Organisations are responsible for communicating the nature and limitations of the service to employees.
• Monthly session allowances apply according to the package purchased.
• Unused sessions do not roll forward into future billing periods unless expressly agreed in writing.
• Organisations remain liable for all fees due under the selected package regardless of actual utilisation.
• Workplace packages are billed monthly in advance unless otherwise agreed.
• Either party may cancel a workplace package by providing at least 30 days’ written notice unless a fixed-term arrangement has been agreed.
• Simply Listening reserves the right to suspend or terminate services where fees remain unpaid or where misuse of the service occurs.

7. Cancellations, Missed Sessions & Refunds

• You may cancel or reschedule with at least 24 hours’ notice for a full refund or free transfer.

• Cancellations or reschedules made with less than 24 hours’ notice are non-refundable.

• If you do not answer our call at the scheduled date and time, we will attempt to recall you once per minute for the first five minutes of your scheduled session.

• If our call remains unanswered after five minutes, the session will be considered forfeited and will not be refunded or rescheduled.

• If Simply Listening or your assigned associate must cancel for any reason, you will be offered a full refund or the option to reschedule.

• For recurring Check-in Call subscriptions, cancellation will stop future billing but will not normally generate refunds for the current billing period.

• For Workplace Change Support packages, fees paid for a billing period are non-refundable except where required by law or otherwise agreed in writing.

• Unused workplace sessions do not carry forward to future billing periods unless expressly agreed.
  
  

8. Client Conduct

You agree to:

• Be in a safe, quiet, and private environment for the duration of the session

• Refrain from driving or multitasking during the call

• Treat the listener and the session with respect

Aggressive, abusive, or inappropriate behaviour will result in immediate termination of the session without refund and may result in refusal of future service.

9. Recording & Reproduction

Sessions may not be recorded, transcribed, or reproduced in any form without express written permission.

This ensures privacy, confidentiality, and respect for both client and listener.

10. Call Recording and Quality Assurance

To help maintain service quality, safeguard callers, investigate complaints, verify compliance with our Terms and Conditions, and monitor adherence to confidentiality and professional standards, Simply Listening may record telephone and video sessions.

By booking or participating in a session, you acknowledge and consent to the recording of calls for these purposes.

Recordings will not be used for marketing purposes and will only be accessed by authorised personnel where necessary for quality assurance, training, complaint investigation, safeguarding concerns, legal obligations, or the monitoring of Associate Professional Listeners.

Recordings will be treated as confidential and stored securely.

Simply Listening may review recordings to ensure that Associate Professional Listeners are complying with confidentiality requirements, safeguarding obligations, service standards, and these Terms and Conditions.

Recordings will not normally be shared with third parties unless required by law, necessary to protect an individual from serious harm, or required for the establishment, exercise or defence of legal claims.

Where legally permitted, Simply Listening reserves the right to retain recordings for a reasonable period before secure deletion in accordance with its Privacy Policy.

11. Liability

Simply Listening acts as an introducer and coordination platform connecting clients with self-employed associate listeners.

While all associates operate under the Simply Listening Associate Agreement and Code of Conduct, Simply Listening is not responsible for the independent actions, omissions, or professional judgements of individual listeners.

To the extent permitted by law:

• Simply Listening and its associate listeners are not liable for any direct or indirect consequences arising from your use of the service.

• This includes emotional discomfort, personal decisions, or any life changes following a session.

Nothing in these Terms excludes liability where it would be unlawful to do so (e.g. personal injury caused by negligence).

For Workplace Change Support services, Simply Listening shall not be responsible for any employment decisions, organisational changes, redundancy processes, disciplinary matters, grievances, workplace disputes or actions taken by employers or employees following use of the service.

Employers remain solely responsible for all employment, HR, legal and regulatory obligations.

12. Governing Law

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

For clients resident in Scotland, certain contractual matters may be subject to Scots law and the jurisdiction of Scottish courts.
Nothing in these Terms affects your statutory rights as a consumer in Scotland, England, Wales, or Northern Ireland.

13. Changes to Terms

Simply Listening may update these Terms periodically. Updates take effect from the date of publication on the website.

14. Contact

For questions, clarifications, or concerns about these Terms:

Simply Listening
Email: hi@simplylistening.com
Website: www.simplylistening.com