Privacy Policy and Terms and Conditions

Privacy Policy

At Instant Counselling we take your privacy seriously. This privacy policy describes how and why we obtain, store and process data which can identify you.  We may update this policy from time to time and shall indicate on the web site when changes have been made.


Cookies and information we collect

Information is collected from you when you register with us, or when you contribute to or use some of the advanced features on the site, such as when you purchase minutes to use our service.  The information we collect is clearly set out on the web page on which we collect it.  See for example our ‘Contact Us’ page.

In addition, we may use third party tools and cookies to collect data about how you interact with our site. Most of the data is anonymous, however we may collect your IP address. If you'd prefer that we not track your interactions you can configure your browser not to accept cookies or you may opt out by using the links below: opt-out Google analytics opt-outHotJar opt-out

The following cookies collect data on our site:

Google Analytics

This is a web analytics service provided by Google, Inc. Google Analytics sets a cookie in order to evaluate use of those services and compile a report for us. User data is anonymous. OPT OUT


These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including user actions and behaviour on the site. OPT OUT


Our site uses Adroll. AdRoll provides targeted advertising services for our advertiser clients ("Advertisers"). When you visit a website operated by an Advertiser or a third party site where we could serve an ad to you, we may collect some or all of the data described in the AdRoll Service Privacy Notice. Our platform uses that data as well as other data described below to help Advertisers provide ads to you that are more relevant to you.

Google Adwords / Retargeting

Google Remarketing and Adwords cookies allow us to advertise relevant information to users. Remarketing and adwords cookie lists are stored in a database on Google's servers, which store all the cookie IDs associated with each list. OPT OUT


Why we collect it

We collect information about you so that we can personalise your use of the site, assist your use of the site and improve the site generally.  Depending upon your selections for our data protection questions (on our enquiry forms throughout the site) we may arrange for you to be sent information about related services from us.  We also use information from our customers to send them relevant information about mental health and other promotional activities that we carry out on a monthly basis. 


Who we disclose it to

In certain circumstances, we may need to disclose information about you if you breach this privacy policy or if you breach the Terms and Conditions.  We may also disclose or access your account if required to do so by law or by any Governmental body.



Keeping information about you secure is very important to us and certain sections of the site may encrypt data using SSL or a comparable standard. However, no data transmission over the Internet can be guaranteed to be totally secure. As a result, whilst we strive to protect your personal information, we cannot ensure or warrant the security of any information which you send to us, and you do so at your own risk.


Accessing and updating your personal information

We will always let you have a copy of personal information we have about you, should you request it, and you may correct it if you wish.  You can request this information by contacting us at



If you have any questions or complaints relating to this Privacy Policy or how we use the personal information we have about you, please contact us at .  We will endeavour to respond to you promptly.  


Terms and Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Instant Counselling’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Instant Counselling’ or ‘us’ or ‘we’ refers to the owner of the website whose part of Pro-Counselling Ltd. Pro-Counselling Ltd registered office is Office 90, 105 London Street, Reading, RG1 4QD, Berkshire, United Kingdom. Our company registration number is 10345435. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • You must be a physical person over 18 years old to access the services of Instant Counselling’ online portal.

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.

  • The counsellors are not our employees and the professional services provided by a counsellor shall be directly between You and the counsellor. You and the counsellor are solely responsible for the conversations which occur while you are in a call session with the counsellor.

  • We do not refer, endorse, recommend, verify, evaluate or guarantee any services provided by counsellors, and nothing shall be considered as a referral, endorsement, recommendation or guarantee of any counsellor.

  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that the services or information available through this website meet your specific requirements.

  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales. (or, where this is not permitted by applicable law, the country of your domicile). Disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless this is not permitted by applicable law, in which case the courts in the country of your domicile shall have exclusive jurisdiction.

The use of certain services Instant Counselling may be subject to compliance with specific conditions. These specific conditions are considered an integral part of these Conditions of Use. Instant Counselling reserves the right to modify at any time these Terms and Conditions. It is therefore advised to regularly consult the latest version of the Terms and Conditions at the following address:

  1. Description of the Services

Instant is a website intended to the consultation of qualified counsellors by telephone.

Instant Counselling provides to the user, via Internet and over the telephone, paid counselling sessions with qualified counsellors.

  1. Connection

To access the website '' and use its services, the user must have Internet access either directly or through devices that have access to Internet content. Any telecommunication-related costs that enable the connection to the Internet and the website remain the sole responsibility of the user.

The User must also have of all necessary equipment to enable the connection to the Internet, including a computer and modem or other connection tools.

  1. Processing of personal information. Assurance Instant Counselling

You can contact Instant Counselling regarding the arrangement, preservation, updating and use of personal information and exercise their rights of access, modification and / or opposition by writing to the following address:

Pro-Counselling LTD, Office 90, 105 London Street, Reading, RG1 4QD, Berkshire, United Kingdom.

Instant Counselling will never sell any information collected from users.

Instant Counselling is not responsible of the practices implemented on other websites to which users or members would have access from the website via hypertext links, logos, buttons, etc., located within the website

  1. Agreements of all users

The right to use Instant Counselling services is personal to the user.

The User agrees not to sell and not to use for commercial purposes the services without the prior written consent of Instant Counselling.

The User acknowledges and agrees to assume exclusive liability for the content of its transmissions through the website

The user agrees not to use the website and the services for illegal purposes including not to transmit messages conflicting with public order and morality, defamatory discourse, the intrusive elements affecting the privacy of third parties; not to transmit messages, information elements that may hinder in any way the rights of Instant Counselling and / or rights of third parties in particular not to not affect the property rights of Instant Counselling and / or those of others; to inform Instant Counselling of any violation of which the user may know of; not to access or attempt to gain access to unauthorized computer systems or networks connected to the website; not to interfere with the use and enjoyment of the services by other users; not to use the website to transmit viruses or other harmful programs.

  1. Guarantees

The user agrees and understands that the services are as provided.

Use of the Services is at the sole risk of the user who will be solely responsible for any damage to telecommunication systems or loss of data resulting from downloading content.

Instant Counselling does not guarantee, in any way, either express or implied as to the results that may be obtained from the use of the services.

In case of non-delivery or claim, Instant Counselling  encourage the user to contact the customer service on the website.

Instant Counselling also points out that the nature of the services offered to users relates to telephone consultations, all provided by qualified counsellors.

Instant Counselling does not guarantee that:

  • The service will fully meet the expectations of the user

  • The service will be uninterrupted, timely, secure or error-free

  • The results that may be obtained using the service will be accurate and reliable

  • The quality of information obtained by the user of the service will live up to expectations, and,

  • Defects in the software, if any, will be rectified.

In no event the consultations of the website constitute legal, financial or medical advises. Similarly, consultations from the website cannot substitute a medical diagnosis by a health professional.

  1. Limitation of Liability

Instant Counselling will not be responsible for direct and indirect damages of any kind, including, but not limited to, loss of profits resulting from:

  • the use of or inability to use the services,

  • All the goods or services obtained through the website or messages received or transactions entered into and through the services of Instant Counselling.

  • The unauthorized access to or alteration of transmissions from a user or data

  • The costs of providing goods or substitute services, even if Instant Counselling has been advised of the possibility of such damages.

  1. Compensation

The user agrees to ensure Instant Counselling and affiliates against any damage, claim or demand (including, but not limited to, attorneys' fees and tips) from third row for shipping, distribution or transmission of content on the website, to the use of the services, to the violation of these Terms or the rights of others.

  1. Ownership of ''

The User acknowledges and agrees that the content including, but not limited to, text, software, music, sound, photographs, videos, drawings or other material contained in sponsored or email-distributed advertisements, commercial information produced and presented by Instant Counselling, its suppliers and/ or advertisers are protected by intellectual property rights, trademark law, patent law or any other rights recognized by the legislation. The user may not copy, use, reproduce, distribute or create derivative works from the Content without the express agreement of Instant Counselling, its suppliers or advertisers.

  1. Duration of Terms

The Terms and Conditions are effective as of the acceptance by the user and will continue indefinitely unless terminated in accordance with what is stated in The Terms and Conditions.

  1. Services and / or General Conditions of Entitlement updates

Instant Counselling reserves the right, at any time, to modify, suspend or discontinue, temporarily or permanently, all or part of its services, without having to first inform the user. Instant Counselling cannot be held liable in respect of the user or any third party for any modification, suspension or discontinuance of the service. Instant Counselling may at any time modify the Terms and Conditions.

In case of contradiction between the provisions of the Terms and Conditions and any changes that would be made to them in particular to respect the national laws and regulations in force, the changes will prevail.

  1. Notifications and complaints

All notifications and complaints must be in writing and may be sent by post to the following address: Pro-Counselling LTD, Office 90, 105 London Street, Reading, RG1 4QD, Berkshire, United Kingdom. A first-level customer service is however available on This customer service is able to deal directly most of the remarks and customer complaints by email.

  1. Refund policy

we aim to offer the best quality of counselling support. We want all of our customers to be satisfied. However, we recognise that, occasionally, things do not go according to expectations. To give you confidence in using our Services, we are pleased to offer a refund policy as follows:

  1. (i) refund or equivalent credit to your Instant Counselling account in the event you are dissatisfied with your session;

  2. (ii) The value of the refund will be equal to the amount paid (or where it is appropriate in certain circumstances it will be part of the amount paid) in respect of the session for which you are dissatisfied (note promotional credits or discounts will be only applied to your Paypal account and not refunded via your credit card);

  3. (iii) Your session must have been less than 10 minutes in duration;

  4. (iv) In order to apply for a credit, please call our customer services help desk at +44 (0) 118 931 3679 within 48 hours of the session;

  5. (v) You must provide valid details of why you were dissatisfied with your session;

  6. (vi) A refund will only be paid once for each counsellor;

  7. (vii) This policy is subject to fair usage and We reserve the right to decline a refund or make a partial refund if we believe the request is not fair, genuine or valid.

A counsellor is not authorised to disclose or receive any personal or contact information. If a counsellor offers or discloses this, please notify us immediately by Jivo chat or calling our customer services help desk at +44 (0) 118 931 3679. Alternatively, you can write to us at: Pro-Counselling LTD, Office 90, 105 London Street, Reading, RG1 4QD, Berkshire, United Kingdom.

  1. Miscellaneous

These Terms and Conditions constitute the entire agreement between Pro-Counselling and the user, with regard to the use of the services and supersede any possible prior agreements between the user and Pro-Counselling.