Fly Out of the Box

Services Terms & Conditions 

WARNING

THIS IS NOT AN EMERGENCY SERVICE OR HELPLINE

If you are in acute distress or if there is an emergency or risk of harm to you or to others, please contact your GP or local A&E department. 

If you need immediate help, please contact any of the following resources: https://en.wikipedia.org/wiki/List_of_suicide_crisis_lines.

1. Who we are and Our Services

1.1 This website is operated by Fly Out of the Box Coaching & Counselling Limited, a private limited company registered in England and Wales under company number 13436384. Our registered office is at 58 Fountains Road, Cheadle Hulme, Cheadle, Cheshire, United Kingdom, SK8 7PY.

1.2 You can contact us using our email address elia@flyoutofthebox.com

1.3 We provide online coaching and counselling services designed to improve your decision-making processes, your emotional health, and your quality of life (“Services”). 

1.4 The Services are tailored towards individuals who are willing and able to work independently with limited supervision and are comfortable enough with technologies to receive services through electronic devices. 

1.5 You can find more details about each of our services on their respective pages throughout our website at https://flyoutofthebox.com

1.6 We do not provide the Services to minors. Therefore, you must be at least 18 years old to engage us to provide the Services to you. If you are not 18 years old or older, you cannot purchase the Services and we will have the right to refuse to provide them if you do.

2. Our Packages

2.1 In this policy, the term “Packages” refers to the different formats in which our Services are offered, including one hour sessions (such as discovery, assessment, counselling, and coaching) and EMDR intensives ranging from half-day to five-day formats. Details of these Packages are available on the relevant service pages of our website: https://flyoutofthebox.com.

3. These Terms and When

3.1 These Terms contain the terms and conditions that apply when we supply the Services to you. Please read these Terms carefully before you submit you engage us to provide the Services to you. 

3.2 If you do not agree with these Terms, please do not engage us to provide the Services to you. 

3.3 If you think that there is a mistake in these Terms, please contact us.

4. Our Contract

4.1 If you want to engage us to provide the Services to you, you need to accept these terms and conditions.

4.2 To request our services, please book a session through our website calendar.

4.3 During the process of booking a service, you may be required to answer some questions, acknowledge some statements (by marking them) or even to fill a questionnaire. This is our way to gather the information needed to help you better (“Questionnaire”).

4.4 We will notify you that we have received your order for the Selected Package and the corresponding payment. When we send you this notification, a contract will be formed between us (Fly Out of the Box and you) for the Services included in the Selected Package in accordance with these Terms.

5. Information provided by you

5.1 You must ensure that the details you provide when booking and during the provision of the Services to you are true, accurate, complete and up to date. 

5.2 You must inform us if there is any change in any information you provided us.

5.3 You acknowledge that we will rely on the information you provide us to supply the Services to you. Therefore, we will not be liable for any problem or miscommunication that may relate to misleading, inaccurate, incomplete or out-of-date information provided by you.

6. Conduct during a session

6.1 Our time for the sessions is limited, and we want to make the most of it. No extra time can be added, as it would be taken away from other people who need it. Therefore, it is your responsibility to be ready to connect at the time of booking, in a place with a stable internet connection that is also quiet and private to ensure that we can work without interruptions and maintain confidentiality, as well as having materials at hand for note-taking.

6.2 If for any reason, you are late to the call, this delay time will be taken from the total time allocated for the session.

6.3 In order to provide visual feedback, you must keep the camera on during the video call, as well as ensure that you can be heard with good sound quality. This allows us to provide a better service and also to ensure your safety during the session.

6.4 We reserve the right to stop the session at any time if we consider that you are exhibiting inappropriate or ethically questionable behaviour.

7. Price and Payment

7.1 The prices of the Package are set out at the Website and will be confirmed before you make a payment for the Selected Package.

7.2 Payments: Full payment is required at the time of booking for all packages.

7.3 Payment will be processed via Stripe Checkout Service, a payment service provided by Stripe, Inc. which allows users to make online payments. This payment processing will be made in accordance with the terms and conditions set out by Stripe Inc. and your personal data will be processed in connection with such payment in accordance with the Stripe Inc. privacy policy. You can find these terms and conditions at https://stripe.com/gb/checkout/legal. For more details about how your personal data will be processed by Stripe Inc. please check here Stripe privacy policy.

7.4 The Services will not be provided unless you have met the payment requirements.

8. Bookings, Cancellations and Refunds

8.1 One-hour sessions are to be booked via the website calendar. EMDR intensives, including half-day to five-day formats, are arranged privately and confirmed by email upon receipt of the required payment.

8.2 If you cannot make a booking through the Website due to technical problems, please contact me elia@flyoutofthebox.com so that I can book the session for you manually.

8.3 Promptly after you book a session, we block the slot you booked (so that nobody else can make a booking for the same time) and start to prepare the session. Therefore, if you cancel or reschedule your booking, we will incur costs and expenses. The following provisions on cancellations and refunds aim to address these costs and expenses.

8.4 Rescheduling
Clients may reschedule under the following conditions:

  • One hour online sessions (Discovery, Intake, Counselling, EMDR Therapy) may be rescheduled with at least 72 hours notice.

  • EMDR Intensive Packages (half-day to five-day formats):

    • More than 30 days in advance: rescheduling allowed with no fee

    • 14 to 30 days in advance: rescheduling allowed with a 7% fee (based on the total package fee)

    • Less than 14 days in advance: rescheduling is not permitted and will be treated as a cancellation (see Section 8.5)

    Only one reschedule is permitted per intensive booking.

  • If you wish to reschedule a booked session, please note that availability is not guaranteed and a suitable alternative date may not be immediately offered.

8.5 Cancellations: All cancellations must be submitted in writing (email).

  • One-hour online sessions (Discovery, Intake, Counselling, EMDR Therapy) are not eligible for cancellation. Sessions may be rescheduled in accordance with Section 8.4.

  • EMDR Intensive Packages (half-day to five-day formats) may be cancelled under the following conditions:

    • More than 30 days before the scheduled start date: cancellation permitted

    • 14 to 30 days before the scheduled start date: cancellation permitted

    • Less than 14 days before the scheduled start date: no cancellations permitted

8.6 Refunds

  • Are only available for EMDR Intensive Packages and are processed according to the timing of cancellation:

    • More than 30 days before the scheduled start date: eligible for a 70% refund

    • 14 to 30 days before the scheduled start date: eligible for a 50% refund

    • Less than 14 days before the scheduled start date: no refund

  • One-hour online sessions are not eligible for refunds under any circumstances.

  • All refunds are issued to the original payment method used for service payment and will be subject to this method’s terms and conditions (including processing times).

  • Cancellations initiated by the client will not result in a full refund under any circumstances.

8.7 If we need to reschedule a booked session, we will inform you as soon as possible and allow you to reschedule your session for a time of your convenience within 10 days of the date when we inform you that we will need to reschedule. If you cannot reschedule the session within this period, we will cancel the booking and refund you in full.

8.8 If at any point during the supply of the Services we have reasons to believe that the Services included in the Selected Package are not suitable for you considering the circumstances of your case, we may inform you that we will suspend or cancel the Selected Packages and refund you for the parts of the Selected Packages that haven’t been used. If we understand that the Selected Package is not suitable for you because you are suffering from a mental health crisis, we may also refer you to appropriate professionals. 

8.9 We may suspend our service (or any part of it) if you breach these Terms or conduct yourself in a way that may damage our reputation or goodwill. In these instances, we may also refuse to accept any new booking from you.

9. Technical problems during a session

9.1 We understand that technical issues are sometimes unavoidable when working with technology. 

9.2 If you cannot connect to a booked session, this will be considered a no show.

9.3 If during a session there is a technical failure and the session is interrupted, we and you shall endeavour our best efforts to fix the problem. 

9.4 If it takes less than 15 minutes to fix the problem, we will continue with the session until the end of the time allocated to it. 

9.5 If it takes more than 15 minutes to fix the problem and less than half of the session has been completed, we and you will reschedule a new session for the time left.

9.6 If it takes more than 15 minutes to fix the problem and more than half of the session has been completed, we will send you an email wrapping up the session and such email will be considered a substitute for the remaining time of the session.

10. Other changes and amendments

10.1 We may make changes to these Terms or the Services and Packages. If we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Services paid for but which have not been delivered.

11. Reports & records

11.1 Our Services do not include written reports.  As our Services are not regulated services, we are not required to provide reports and we keep the minimum information necessary for us to provide the Services.

11.2 Nevertheless, we may be required to share these records if we are ordered to do so by a court order.

12. Communications

12.1 All communications we may need to send to you will be delivered via email or the Website, except for the live sessions which will be delivered via video conference call.

12.2 We do not send messages or engage in communications via social media or messaging applications.

12.3 If you have any questions about the Terms, the Services, the Packages or whether they are appropriate for you, please contact us by filling in our contact form.

13. Confidentiality

13.1 Subject to clause 13.3.3. and unless otherwise authorised by you, at all times we will keep confidential any information you provide us as well as details about what is discussed and worked in your sessions. 

13.2 Your personal data per se is not necessarily confidential information and will be processed in accordance with our Privacy Policy and our Cookie Policy.

13.3 We may disclose information you provide us if we are required to do so:

  1. by law or by a court of law or competent governmental or regulatory authorities; 

  2. to protect your health;

  3. to protect the health of others. 

13.4 Notwithstanding clause 13.1., you acknowledge that email is not a reliable confidential channel of communication, and we will not be liable for any breach of confidentiality in connection with information you share with us in your emails.

14. Limitation of liability

14.1 Our Services are not intended to be a substitute for legal, financial, professional medical, psychological or mental health advice, diagnosis, or treatment. Reliance on our Services is solely at your own risk.

14.2 Although our Services are designed to improve your decision-making processes, your emotional health, and your quality of life, we do not warrant nor guarantee any results. 

14.3 In particular, we do not warrant nor guarantee:

  1. any kind of success in your personal or professional life;

  2. achievement of any specific goals or targets;

  3. increase of income and finances levels;

  4. your wellbeing;

  5. the wellbeing of your clients, friends or family; or

  6. the achievement of any expectation you may have in relation to our Services and their outcomes.

14.4 To the extent permitted by law, our liability to you (in contract, in tort or otherwise) will be limited to the price you paid for our Services and we will not be liable for:

  1. any indirect, punitive, special or consequential damages or losses;

  2. any damage or loss related to any item we do not warrant nor guarantee in accordance with clause 14.3.;

  3. loss of profits or anticipated savings;

  4. business interruption;

  5. loss of income; or

  6. loss of opportunities.

15. Data Protection

15.1 We will only use personal information as set out in our Privacy Policy and our Cookie Policy.

16. Third-party rights

16.1 These Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the contract between us (we and you) for the supply of the Services. 

17. Severance

17.1 If any provision or part-provision of these Terms is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these Terms. 

18. Governing Law and Jurisdiction

18.1 These Terms, the contract between we and you for the supply of the Services and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these or their subject matter or formation shall be governed by, and construed in accordance with the law of England and Wales.

18.2 Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Contract or its subject matter or formation.

Last updated: June 26th 2025