These Terms & Conditions (“Agreement”) apply to the provision of Employee Assistance Programmes (“Services”) by Rosny House (“Provider”) to the purchasing business (“Client”). By purchasing a package, the Client agrees to the following terms.

1. Services Provided

1.1 The Provider will deliver the Services as described in the selected package (Standard, Premium, or Platinum).
1.2 Services include counselling sessions, workshops, and manager advice support as specified in the package description.
1.3 All counselling sessions are delivered by qualified practitioners, either face-to-face or online.

2. Confidentiality

2.1 All employee use of the Service is strictly confidential.
2.2 The Provider will not disclose individual employee details to the Client.
2.3 The Provider may supply anonymised usage reports (e.g. number of sessions used, themes) to help the Client understand uptake, without identifying employees.

3. Session Use

3.1 Counselling sessions can be used by any employee of the Client during the package term at the hourly rate of £50 per session.
3.2 Sessions are subject to availability and must be booked in advance.  The Provider will respond to employees of the Client within 48 hours.
3.3 The Provider will invoice the Client each month for sessions used by employees of the Client.
3.4 The Provider will normally contract with the employee of a Client for 6-8 sessions, and can provide more sessions, in agreement with the Client.

3.5 The Client can arrange with the Provider to cap the number of sessions offered.

4. Manager Advice Support & Availability

4.1 The Provider will operate the manager advice email support during the stated hours: Mon–Fri 9am-6pm.  The Provider will aim to respond to emails within 24 hours, during the working week.

4.2 Phone support is provided for Platinum Package Clients and is a follow-up service to manager advice email support.  The Client will be contacted by phone, by the Provider.

4.3 Email and phone support is for non-emergency wellbeing support only.
4.4 The Provider is not a crisis service; in an emergency, employees of the Client will be signposted to NHS services or emergency contacts.

5. Workshops & Manager Support

5.1 Workshops will be scheduled by mutual agreement and delivered either on-site or online.
5.2 Manager support and coaching are advisory in nature and do not constitute legal or HR advice.

6. Fees & Payment

6.1 Package fees are payable annually in advance (with a 10% discount) or by monthly instalments.
6.2 Services commence once payment has been received (or first instalment paid, if on a payment plan).

6.2 The Client will be invoiced monthly for counselling sessions.  Payment is due within 7 days of the invoice issue date.
6.3 Fees are non-refundable, except where the Provider is unable to deliver the agreed Services.

7. Term & Renewal

7.1 Each package runs for 12 months from the start date.
7.2 Renewal is not automatic; the Client will be invited to renew prior to expiry.

8. Responsibilities of the Client

8.1 The Client agrees to promote the Service to employees and provide them with contact details for access.
8.2 The Client remains responsible for employee wellbeing overall and will not rely solely on the Provider for occupational health or HR functions.

9. Limitation of Liability

9.1 The Provider will deliver Services with reasonable skill and care but does not guarantee outcomes for employees.
9.2 The Provider’s liability for any claim arising under this Agreement shall not exceed the total fee paid by the Client in the relevant year.
9.3 The Provider is not responsible for indirect losses such as loss of business or profit.

10. Termination

10.1 Either party may terminate the Agreement with 30 days’ written notice.
10.2 If terminated early by the Client, no refunds will be issued.