Terms & Conditions referral service


You are deemed to accept these Terms and Conditions, including the Privacy and Cookies Policy when you use this Website and any Services. So please read it carefully.

This agreement is between three parties:

  • the website owner and provider, Frontline Therapist (“FT”);
  • the customer of this website (“Customer”);
  • the therapist of this website, meaning counsellor and/or psychotherapist and/or psychoanalyst and/or psychologist whom the Customer requests clinical services from, for ease of reference (“Therapist”).

1.     Who we are

1.1    Sherato Services LTD, trading as Frontline Therapist, is a Private Limited Company Registered in England and Wales with the Company Number 10328452. The registered address is 20-22 Wenlock Road, N1 7GU.

  • Frontline Therapist is founded and owned by Esther Sherato, who has worked twelve years in health care and is an experienced mental health practitioner. She is a qualified Life Coach, Psychotherapeutic Counsellor member of BACP and HCPC registered Social Worker.
  • Frontline Therapist is a referral website platform that provides therapy-related services including, but not limited to, connecting Black and Asian Minority Ethnic people with Black and Asian Minority Therapists for consultations online, face-to-face or via telephone (the “Service”) across the UK.
  • Frontline Therapist is a multicultural low-cost counselling service that provides affordable psychological therapies to disadvantaged communities.
  • The terms “you”, “your” and “yours”, when used in these User Terms, means you as a User.


2.    Definitions and Interpretations

2.1  In these Terms and Conditions, unless the context otherwise requires, the following terms have the following meanings:

A “Business Day” means any day other than Saturday or Sunday in the United Kingdom;

This “Agreement” applies to both the Customer’s use and the Therapist’s use of this Website (“the Website”), and any products or services that FT provides to either the Customer or the Therapist in connection with the Website, and any products or services that the Therapist provides to the Customer through or in connection with the Website (“the Clinical Services”).

A “Customer/They” means an individual who is seeking psychological support, psychotherapy or counselling services. Who has entered a service agreement with FT whereby the latter is required to locate them a Therapist.

A “Therapist” means a Counsellor, Psychotherapist, and Practicing Psychologist who is registered to practice. Each Therapist will be registered, accredited, licensed and chartered members of the following accrediting bodies: British Association for Counselling and Psychotherapy (BACP); United Kingdom Council for Psychotherapy (UKCP); British Association for Behavioural and Cognitive Psychotherapies (BABCP); Health and Care Professions Council (HCPC); British Psychological Society (BPS); Counselling & Psychotherapy in Scotland (COSCA); College of Sexual and Relationship Therapists (COSRT); National Counselling Society (NCS); College of Psychoanalysts UK (CP-UK); Association of Christian Counsellors (ACC); Association for Family Therapy and Systemic Practice (AFT); Human Givens Institute (HGI). FT does not employ Therapists, nor are they sub-contracted by us, nor are they our agents. Therapists are self-employed independent contractors. Consequently, we are not responsible for their actions.

A “Commencement Date” means the date on which provision of the Services will commence, as defined in the Agreement.

“Confidential Information” means, in relation to either Party, information which is disclosed to that Party by the other Party pursuant to or in connection with the Agreement (whether orally or in writing or any other medium, and whether or not the information is expressly stated to be confidential or marked as such) in accordance with GDPR.

The “Website” means www.frontlinetherapist.com.

The “Fees” means any and all sums due under the Agreement from the Customer to Frontline Therapist, as specified in the Agreement.

The “Cost” means any and all sums due by the Customer to pay the Therapist for the Clinical Services.

“We/ Us/ Our” means the Service Provider Sherato Services LTD, trading as Frontline Therapist, a Private Limited Company Registered in England and Wales with the Company Number 10328452. The registered address is 20-22 Wenlock Road, N1 7GU.

“Black and Asian Minority Ethnic (BAME)” means members of the following British and international ethnicities: Black African, Black Caribbean, other Black background, Bangladeshi, Pakistani, Indian, Chinese, Asian other, White and Asian mixed, White and African Caribbean mixed.

3.    Services Provided

3.1    The Therapist agrees to only use this Website as a self-employed contractor while maintaining BACP/ BPC/ HCPC/ NCS/ UKCP Registration, BABC/ BACP/ COSRT accreditation, BPS Chartership (with HCPC Registration for protected titles); including professional insurance and independent clinical supervision.

  • To promptly respond to the Customer and Frontline Therapist, to work with clinical independence and to only provide clinical services, they are trained to provide and experienced in providing.
  • When a Customer books a session, the Customer enters into a contract with the relevant Therapist to receive services from the Therapist (and Frontline Therapist just connects you with the Therapist).
  • Therapists set the price for each session, and Frontline Therapist will, in most cases, receive the first session fee from the Customer for connecting them with the Therapist.
  • The Customer agrees to pay Frontline Therapist the first session fee. From the second session, all fees are for the Therapist alone.
  • The Customer understands and agrees that although an accredited, registered and Therapist may have been contacted through the Frontline Therapist Service; we cannot predict or assess the competence of any Therapist or their appropriateness for your individual needs.
  • Frontline Therapist does not make any representation or guarantee as to (a) any Therapist or their service (whether through the platform or not); (b) a Therapist’s availability and responsiveness once contact is made through the platform; (c) the relevance and usefulness of a Therapist’s advice or sessions; (d) their methodology, techniques or therapeutic approach or (e) success of the sessions or treatment.
  • The platform will provide the Customer Therapists that are compatible with the needs the Customer specified they had and their presenting issues.
  • The Customer takes full responsibility for the decision to contact and/or attend a session with a Therapist. Frontline Therapist is strictly limited to providing access to such Therapists for your consideration.
  • When booking and participating in a session, the Customer is agreeing with the relevant Therapist and not Frontline Therapist. Frontline Therapist is not a party to any agreement between the Customer and any Therapist. Therapists define every aspect of their sessions – including content, length, and price. Frontline Therapist can accept no responsibility for Therapists. By using the Service, The Customer confirms that they understand and agree to use the Service on such terms.
  • Frontline Therapist is not liable for any cancellation of sessions made by the Customer. The contract is made between Therapist and Customer.
  • It is the Therapist’s choice to accept or decline a referral.
  • Once the Therapist has accepted a referral and the customer has paid for our services; we are not responsible or liable for the Customer’s actions. This includes the non-payment of monies or any inappropriate or abusive or violent behaviour towards The Therapist or anyone else.
  • The merchant domicile of Frontline Therapist is the UK. All fees are in pound sterling. Frontline Therapist only accepts online payments who are UK cardholders.
  • The Customer should make their own enquiries of prospective Therapists and satisfy themselves as to their credentials. We do not endorse or approve any Therapists (or their employers, if relevant). We make no representations as to and do not warrant the accuracy of any Therapist details. You may be able to check a Therapist’s accreditations via any relevant governing bodies or training providers.
  • Should the Therapist’s professional registration expire or be revoked or end for any reason while the Therapist is working therapeutically with a Customer who has been acquired through our service, they must inform the Customer and If the Therapist knows that their professional registration is due to expire within three calendar months of using our services, the Therapist must inform us and notify us when their professional registration has been renewed or otherwise.
  • The Therapist must inform us if they are subject to any investigations relating to their professional practice or conduct, including any criminal investigations or charges.


4.    Roles and Responsibilities

4.1  As your Therapist, I agree:

  • That I am suitably qualified and experienced to offer the sessions that I make available on the FT site;
  • To provide all the necessary information about each session before you book each session;
  • To conduct your sessions with a reasonable level of skill;
  • To be ready on time for sessions;
  • To conduct myself with a good level of professionalism and act appropriately at all times when conducting sessions and using the FT service;
  • To give you as much notice as possible if I need to cancel a session;
  • To respond promptly to any queries, you may have about my sessions, and to contact you only in accordance with your privacy settings and only in relation to the purpose of Frontline Therapist (to provide therapy consultation and sessions).
  • To not make any private arrangements outside of FT until payment from the customer has been made.
  • As your Customer, I agree:
  • That I can cope with the demands of your sessions that I sign up for (as per your description) and that, if I have any doubt, I will check with my doctor before participating; I am responsible for ensuring that I am fit to undertake therapy. If I am in danger, need emergency help or are considering actions that could harm me or others, I should not rely on the Services. I should dial 999 or 112 for emergency services.
  • The advice or information provided by a Therapist, before or during a therapy session, cannot be considered a substitute for an examination by a medical doctor or a licensed qualified professional. I am advised to exercise a high level of care and caution in the use of the Service.
  • I must not participate in any activities which I have been told are not suitable for me.
  • To let you know during the session if I feel that I am not able to continue with future sessions;
  • To be on time for sessions;
  • To act appropriately and safely at all times when taking part in your sessions and using the FT service;
  • To pay for my sessions in accordance with the Therapist payment structures and requirements; and that when giving feedback about you and your sessions, I will do so honestly and appropriately.

5.    Data Protection

  • All personal information that We may collect will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 (“DPA”), and General Data Protection Regulation 2018 (“GDPR”) and the User’s rights under that these legislatures are set out below.
  • The Data Controller
  1. Frontline Therapist is the Data Controller for any personal data the User gives us.

5.3        Summary

  1. a) We keep to a minimum the information we hold about you.
  2. b) We use your data to provide our services to you, respond to your enquiries, manage our relationship with you, meet our legal obligations, and improve our website.
  3. c) We delete your data when it is no longer needed for these things, as of 25 May 2018.
  4. d) We give your information to the requested Therapist or Customer, as well as telecommunication suppliers who facilitate data transfer to the requested person.
  5. e) We are happy to answer your questions about any of this.

5.4        How we use your personal information (Data Protection)

  1. a) The DPA and GDPR require that sensitive personal data may only be processed if (amongst other non-relevant reasons) the individual has given his/her explicit consent to the processing (Schedule 3 to the DPA) or if another condition of the lawfulness of processing (GDPR Article 6) has been met.
  2. b) You hereby expressly consent to us using and processing such sensitive Personal Data for us to be able to provide Our Services and connect you with a suitable Therapist.
  3. c) We will need to provide sensitive Personal Data to a Therapist for the purpose of them being able to take on your case and to assess what particular form of therapy or help they should provide you with.
  4. d) You hereby expressly consent to us providing such sensitive Personal Data to a Therapist for this purpose.
  5. e) Each Therapist is subject to a professional obligation to keep your sensitive personal data confidential in any event.

5.5        Customers rights

  1. a) The User is in complete control. The User can object or withdraw his/ her consent to the use of your personal data at any time. Though in some cases we may not be able to provide your requested service where the information processing is an integral part of the service. We will tell the User if this is likely to be the case.

5.6        Subject to some legal exceptions, you have the right to:

  1. a) On your request, we shall provide you with a copy of all Personal Data held by us within 20 days of the request.
  2. b) To have inaccuracies corrected
  3. c) To have your personal data erased
  4. d) To restrict our processing of your data
  5. e) To object to processing, and to request your data to be ported (data portability)

5.7       What information we collect

  1. a) When a Customer makes an enquiry to a Therapist, we collect the Customer’s name, mobile number and/or email address and an optional message for the Therapist.
  2. b) We later collect information from the Therapist about arrangements, cancellations and the number of attended sessions so that we can administer our business. The Therapist may also update the Customer’s contact details to ensure they are kept up to date.

5.8       Why we need it

  1. a) We need to know this basic contact information to pass on to the Therapist to whom the enquiry is being made so that they can follow up the enquiry with the Customer in a well-informed manner.
  2. b) We need information about enquiry progression so that we can administer our business; we promote Therapists for free of charge and only collect a fee from the Customer when a Web Site Visitor becomes a paying Customer. We do not collect any information that is not needed to fulfil our service to you.

5.9      What we do with it

  1. a) The personal contact data is relayed to the Therapist by email and SMS so that the Therapist can fulfil the contact request from the Customer.
  2. b) The Therapist uses either the telephone number or email address provided by the Customer to make contact and supply of those details is deemed as permission to use them; if you don’t want any communication method to be used, please don’t provide it.
  3. c) The personal data is stored in our system so that the Therapist can later update us on the progress of the enquiry, and we can relay communications on to the Customer. We relay the enquiries details on to the Therapist so that they can respond to the enquiry.
  4. d) The Therapist that the Customer contacts is an independent contractor from Frontline Therapist. We relay your contact details to them as you have requested. Therapists are responsible for your personal data once they receive it, and you should contact them if you have questions about how they handle your personal

6.    Disclaimers

  • FT can take no responsibility for losses or damage caused by the Customer’s failure to provide correct information or provision of false information at the Website and/or any clinical service (but not limited to) the Customer’s psychiatric history, suicidal ideation or self-harming behaviour.
  • FT will take reasonable steps to ensure the Therapist is qualified to provide the clinical services. FT can take no responsibility for losses or damage caused by the Therapist providing false information or withholding information regarding (but not limited to) their suitability to provide any clinical service.
  • Should either the Customer or the Therapist give FT any false information either during the registration process or thereafter, FT shall be entitled to treat the Customer’s contract or the Therapist’s contract with FT as null and void.
  • FT reserves the right to decline the application of a therapist to join the database at the sole discretion without an obligation to provide reason or justification to the Therapist or his/her representatives.
  • The content on this Website has been compiled from a variety of sources and is subject to change without notice.