Payments, Refunds & Complaints

1. Introduction

This policy sets out how Tinnitus Talking Therapies handles payments, processes refunds, and manages complaints. It should be read alongside our Terms and Conditions and Privacy and GDPR Policy.

By booking an appointment or making a payment, you agree to the terms set out in this policy.

2. Payment Policy

2.1 Accepted Payment Methods

We accept the following payment methods:

• Debit and credit cards — processed securely via Stripe (Visa, Mastercard, American Express)
• Bank transfer (BACS) — sort code and account number provided on your invoice

2.2 When Payment Is Due

Please quote your invoice number as the payment reference for all bank transfers.

2.3 Service Fees

Our fees are communicated to you prior to booking. Fees are subject to change, but any changes will not affect appointments already booked and confirmed at the time of the change.

2.4 Late Payment

If payment is not received within 7 days of the invoice date:

• We may suspend access to the patient portal and future appointments until the balance is settled
• Late payment charges may be applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998
• We reserve the right to refer outstanding balances to a debt recovery service or pursue the debt through appropriate legal means

If you are experiencing financial difficulty, please contact us as early as possible. We will always try to find a reasonable arrangement.

2.5 Disputed Invoices

If you believe an invoice contains an error, please contact us within 7 days of receiving it. You can raise a query using the “Ask a Question” feature on the relevant invoice in your patient portal, or by emailing info@tinnitustalkingtherapies.co.uk. Any undisputed portion of the invoice must still be paid within the standard 7-day period.

2.6 Insurance and Third-Party Payment

If your treatment is being paid for by health insurance or a third party, you remain ultimately responsible for ensuring payment is made. If the insurer or third party fails to pay within the agreed timeframe, the outstanding balance becomes your liability.

3. Security of Card Payments

3.1 How Your Card Details Are Protected

All card payments are processed by Stripe, one of the world’s leading payment processors. Stripe is certified to PCI DSS Level 1 — the highest level of security certification available in the payments industry, independently audited on an annual basis.

3.2 Technical Safeguards

The following technical measures are in place to protect your payment data:

• Encryption in transit: All data is transmitted using TLS 1.2 / 1.3 (HTTPS), preventing interception by third parties
• Encryption at rest: Card data stored by Stripe is encrypted using AES-256 encryption
• Tokenisation: Your card details are replaced with a secure token after authorisation, meaning no usable card information is held even if a data breach were to occur
• 3D Secure (3DS2): Where required by your bank, additional authentication is requested to verify that you authorised the payment
• Real-time fraud detection: Stripe’s machine learning systems monitor every transaction to identify and block suspicious activity

3.3 What We Store

After a successful payment, Tinnitus Talking Therapies records only a payment reference (Stripe PaymentIntent ID) and the payment status against your invoice. No card numbers, CVV codes, or bank account details are ever stored in our systems.

3.4 Your Rights Under UK Payment Services Regulations 2017

If you believe an unauthorised card payment has been made, you should:

1. Contact your card issuer immediately to report the transaction
2. Notify us at info@tinnitustalkingtherapies.co.uk so we can investigate on our end

Under the UK Payment Services Regulations 2017, your bank is required to refund any confirmed unauthorised transaction promptly, except in cases of gross negligence or fraud on your part.

For further information about Stripe’s security standards, please visit stripe.com/docs/security.

4. Refund Policy

4.1 Cancellations with Sufficient Notice

If you cancel an appointment giving at least 24 hours’ notice prior to the scheduled start time, no charge will be applied. If payment has already been made, a full refund will be issued to your original payment method within 5–10 business days.

4.2 Late Cancellations

4.3 No-Shows

If you do not attend a scheduled appointment without giving prior notice, the full session fee is payable and no refund will be issued. Repeated no-shows may result in termination of services, as detailed in our Terms and Conditions (Section 13.2). If you believe exceptional circumstances apply, please contact us within 48 hours of the missed appointment.

4.4 Cancellations by Tinnitus Talking Therapies

If we cancel or reschedule your appointment for any reason on our side (including illness, technical failure, or emergency), no charge will be applied and any payment already made will be refunded in full within 5–10 business days. We will offer an alternative appointment at your earliest convenience.

4.5 How to Request a Refund

To request a refund, please contact us using one of the following methods:

• Use the “Ask a Question” feature on the relevant invoice in your patient portal
• Email info@tinnitustalkingtherapies.co.uk with your name, invoice number, and the reason for your request
• Call us on +44 (0)7512 256 038

We aim to acknowledge all refund requests within 2 business days and to process approved refunds within 5–10 business days. Refunds are always returned to the original payment method only; we are unable to redirect refunds to a different card or bank account.

4.6 Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

5. Complaints Policy

5.1 Our Commitment

We are committed to providing a high-quality, professional, and compassionate service to every patient. If something goes wrong or falls short of your expectations, we want to hear about it so we can put things right and continue to improve.

5.2 How to Raise a Complaint

In the first instance, please contact us directly:

Please include your full name, a clear description of your complaint, the relevant date(s), and any supporting information or correspondence.

5.3 Response Timeframes

We aim to handle all complaints promptly and fairly:

• Acknowledgement: We will acknowledge receipt of your complaint within 3 working days
• Full written response: We aim to investigate thoroughly and provide a full response within 28 calendar days
• If the matter is complex and requires additional time, we will write to inform you of the delay and provide a revised timescale

5.4 Payment and Billing Complaints

If your complaint relates specifically to an invoice or a payment transaction, please raise it using the “Ask a Question” feature on the relevant invoice in your patient portal or by emailing us directly. During any investigation into a disputed charge, we will not pursue debt recovery action on the amount in dispute.

5.5 Escalation

If you are not satisfied with our response, you may have the right to escalate your complaint to the relevant professional body or regulatory authority overseeing our therapeutic practice. We will provide details of the appropriate body upon request.

5.6 Data Protection Complaints

If your complaint relates to how your personal data has been handled, you have the right to raise the matter directly with the UK supervisory authority:

We would always encourage you to contact us first so we have the opportunity to resolve your concern directly before escalating to the ICO.

5.7 Governing Law

This policy and any disputes arising from it are governed by the laws of England and Wales. Any unresolved disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

6. Changes to This Policy

We reserve the right to update this policy at any time. Changes will be posted on our website with an updated “Last Updated” date. Continued use of our services after any change constitutes acceptance of the updated policy. For material changes affecting your rights, we will provide reasonable advance notice.

7. Contact Us

If you have any questions about this policy, please contact us: