1. Therapist Eligibility & Documentation

All practitioners must be fully qualified and maintain active compliance credentials. Before being granted access to book or utilize the rooms, you must submit the following documents to Admin:

• A copy of relevant professional qualifications.

• A current membership certificate with an appropriate professional governing body (e.g., BACP, BPS, or equivalent).

• A valid Professional Indemnity & Public Liability Insurance Certificate (minimum indemnity limits apply). Proof of renewed insurance must be provided to management annually.

2. Building & Suite Access

• Access to the main building and individual therapy suites is via secure electronic entry codes.

• Codes will be issued only after all required documentation has been verified and your onboarding is complete.

• Access codes are strictly confidential. Under no circumstances may entry codes be shared with clients, friends, family members, partners, or any unauthorized third parties. Passing codes to third parties constitutes a material breach of your booking agreement.

3. Client Arrival & Entry Procedure

• Please instruct your clients to press No. 27 on the external keypad upon arrival.

• The intercom phone inside your designated room will ring, allowing you to manually grant them access.

• All clients and visitors must be buzzed in individually by their respective practitioner or met at the front door. Clients must never be given the suite entry codes to facilitate convenience.

4. Punctuality Policy

• Clients must arrive on time for their scheduled session.

• There is no internal waiting area for clients within the building.

• If clients arrive early or the weather is poor, they must be advised to wait in nearby cafés (e.g., Starbucks) or local shops. This policy is strictly enforced to minimize disruptions caused by external buzzing and to protect the clinical confidentiality and flow of ongoing sessions.

5. Session Length & Room Changeover

• Room bookings are for 1 hour, which equates to a 50-minute therapy session.

• Sessions must start precisely on the hour and end at 50 minutes past the hour, allowing a 5-minute buffer to vacate the room.

• Practitioners are expected to fully clear and leave the room by 55 minutes past the hour so the next session can start on time. If you require a full 60-minute session, you must book a consecutive 2-hour slot.

• At 5 minutes before the next booking hour, the incoming therapist may respectfully knock on the door to signal changeover.

6. Food, Drinks & Cleanliness

• No eating is permitted inside the therapy rooms.

• Water is provided for therapists and clients. Clients may bring takeaway drinks purchased while waiting; however, any spills must be cleaned immediately.

• Do not dispose of drinks containing liquid directly into the rubbish bins.

• Used glasses must be returned to the designated cleaning area and must not be left on cabinets or surfaces.

7. Liability & Duty of Care

• W5 Therapy Rooms operates as a serviced workspace provider and maintains building-wide Public Liability insurance. However, practitioners operate as entirely independent entities.

• W5 Therapy Rooms accepts no responsibility for any loss, theft, or damage to personal belongings occurring inside or outside the premises.

• Practitioners retain full liability for the safety and conduct of themselves and their clients within their rented room during booked hours.

8. Suite Privacy & Confidentiality

• To protect client anonymity, only active practitioners may briefly wait in the communal suite spaces between sessions.

• A white noise machine operates continuously in the main area to enhance conversational privacy. Do not switch this off or alter its volume at any time.

9. Children on the Premises

• Children must be accompanied and supervised by a responsible adult at all times and must never be left unattended in communal areas.

• Parents or guardians may not wait inside the suite while a child is in a session, and children may not wait unsupervised inside the suite while a parent is in a session.

10. Working With Clients Under 16

Therapists seeing clients under the age of 16 must strictly hold and verify:

• Appropriate professional insurance explicitly covering minors.

• A valid, enhanced Disclosure and Barring Service (DBS) check.

11. Parking Information

Parking is available nearby at Springbridge Multi-Storey Car Park (9 Spring Bridge Road, W5), approximately a 3-minute walk across the park.

• Rates: £1–£2 per hour (7:00 AM – 6:00 PM) / Free after 6:00 PM.

• Weekends: £3 flat rate all day.

12. Toilet Access

• Toilets are accessed via a dedicated security code.

• The code will be provided to you upon onboarding and is securely displayed on the internal notice board.

13. Lighting & Ambience

• Please do not use the main wall light switches.

• Therapeutic lighting is provided via floor lamps only. Lamp switches are located on the floor cords.

14. Cancellations & Refunds

• A strict 48-hour cancellation policy applies to all bookings. Cancellations must be logged at least 48 hours in advance to qualify for a credit or refund.

• Each therapist is entitled to a maximum of four refundable cancellations per calendar month.

• A £2 administration and processing fee applies to each cancelled session.

• Eligible refunds are processed during the first week of the following month and typically take 5–10 working days to clear into your account.