OF Virtual Cognitive Stimulation Therapy – AGREEMENT

The present therapeutic agreement is between you (the Client) and Memory Matters CIC.

The present therapeutic agreement abides by the GDPR legislation 2018. By commencing the vCST programme, the client (you) agrees to the following terms and conditions:

All new clients are required to read and confirm the acceptance of the terms and conditions of this therapeutic agreement. Confirmation can be provided in writing via email. If written confirmation is not provided for any reason, then by starting the programme the client agrees to the terms & conditions of this agreement. The client is required to respond in writing (via email) if s/he does not agree to the terms and conditions of this agreement.

Memory Matters  Facilitators keep your details confidential Identifying information, such as clients name, address, biographical details and other description of a clients life and his/her circumstances, will be kept private and stored safely.

We ask that you contact your facilitator via email if you are unable to attend a session.

For detailed Terms and Conditions, please see below.



These terms and conditions are governed by and interpreted in accordance with English law. This applies to online sessions. In the event of any dispute arising in relation to these ‘terms and conditions’ or any dispute arising in relation to the Facilitator, whether in contract or otherwise, the English courts will have exclusive jurisdiction over such dispute.


The ‘Facilitator(s)’: The person or people who will be assigned by Memory Matters CIC to run the programme.

‘Memory Matters CIC’ – the not for profit organisation providing the vCST Programme.

The ‘Client’: You

‘vCST’ is the Cognitive Stimulation Therapy delivered within a programme of fourteen one hour sessions

The ‘programme’ is the series of 14 sessions delivered by  the ‘Facilitator(s)’ with 3 other people who are receiving the vCST sessions within your group.

The ‘session’ and ‘vCST Session’ is one of 14 one hour time slots where the vCST takes place that are pre-arranged and communicated at the time of booking on to the programme.

The ‘Group’ is made up of the Client and 3 other individuals also recieving vCST

The ‘Session Time’  is online and is 60 minutes.

The ‘Carer Sessions’ are the  four educational sessions available for a family member or carer for those taking part in the vCST programme.

The ‘Programme Slot’ is one of four places on any given programme.


The contract begins on the date that payment is recieved by Psychiatry UK

1.1 After booking on to the programme by either telephone or email, the Client, in accepting the programme dates, accepts the following conditions for the programme : The Client agrees to the Memory Matters Team  contacting him/her via email or SMS. In the event that the Client  prefers that the Memory Matters Team only use telephone contact, s/he must state this in writing via email or text.

1.3. The Client agrees to provide the Memory Matters Team with all pre-session written work such as questionnaires (if applicable) as appropriate within the requested timeframe 24 hours prior to the booked session.

1.4. Lateness: It is the Clients responsibility to attend the session on time. Memory Matters will provide reminder prompts via email to help Clients manage this.

1.5. No refund or part refund for the programme will be given for any late arrival or non attendance of sessions under any circumstances. This includes emergency or unforeseen circumstances out of the Clients immediate control.

1.6. If the Client arrives more than 5 minutes later than the session start time, The facilitator reserves the right to refuse the client’s entry in to the group if it is felt that the late arrival will disrupt the session for the rest of the group.

1.7. The Facilitator is not required under any circumstances to go beyond the arranged session finishing time. The session will be terminated at the end of the arranged time.

1.8. If the Client is not satisfied with the vCST outcome, there is no refund. Memory Matters CIC does not accept any liability in relation to the programme and modalities used in sessions.


2.1 The fee for the programme, including 14 vCST sessions of one hour in length and four hour long educational sessions for up to two family members delivered online is £2304 + VAT.

2.2. Payment is required in full 14 days prior to the first online session. Payments are made to Psychology UK following their terms and conditions.

2.5. Failure to comply with payment requirements will result in the programme space being made available to other Clients.


3.1. Cancellations can be made via email by the Client, with a minimum of 14 days following the commencement of the contract.

3.2. Any cancellations within the 14-day notification period will be subject to a refund.  However if you confirm that you wish to start a programme that falls within the 14 day cooling off period then you lose your right to cancel.

3.3. If a Client would like to cancel their place on the programme before the fourteen-day cancellation period, the Client is expected to contact the Memory Matters Team by email.

3.4. If a Client fails to give 14  days’ notice of cancellation, s/he will have to pay for the full programme or not receive a refund for the booked programme This applies under any circumstances including emergencies, illness, or any situations that are out of the Client’s control.

3.5. Rescheduling on to a future programme before the 14-day deadline will allow the programme fees to be carried over to cover the new programme.


4.1 The ‘programme’ ’ must be paid for in full fourteen days prior to the first session. No refund will be issued for any cancellations with notice less than 14  days in writing (email). This policy applies under all circumstances including emergencies, illness, or any situations out of the Client’s control.

4.3. The client is expected to pay in full for any cancellation by the client with less than 14 days notice from the start of the agreement

4.4. If written cancellation is received within the 14-day notice, the Client has no claim to this programme slot and Memory Matters CIC reserves the right to offer this slot to other Clients.

4.5. If the Client wants to rearrange or rebook on to a future programme within the 14-day cancellation period, s/he is expected to request this change in writing. Memory Matters CIC will try to offer an alternative programme but cannot guarantee to accommodate the Client’s request.

4.6. The Facilitator will not terminate the programme before its agreed finish date. However, if the Client desires to finish a programme earlier than the agreed date, a refund for the remaining sessions will not be given.

4.7. The Facilitator reserves the right to eject a client from an online session and refuse access to the remaining sessions of a programme without a refund if it is considered that the Client is verablly abusive or whose behaviour is unacceptable impacting other ‘group’ members enjoyment t of the vCST.

4.8 If for whatever reason Memory Matters have to cancel a programme. Clients will be  offered an alternative programme. If this is not suitable for whatever reason the Client will recieve either a full or partial refund for the sessions paid for but not recieved.

4.9 Memory Matters will do everything they can to ensure there is no disruption to the delivery of the programme. If Memory Matters are forced to cancel a session for whatever reason arrangements will be made to deliver an additional session at the end of the programme to make up for the lost session.


5.1. The Facilitator is a member of the Memory Matters CIC Team . All Facilitators  adhere to the code of conduct of Memory Matters CIC to ensure that the Client receives professional and competent service.

5.2. Confidentiality is agreed between the Client, the group and the Facilitator. The Client is entitled to expect that the information they share in the group about themselves and others will remain confidential. The Facilitator reserves the right not to disclose to any third party any information discussed. This applies to all circumstances even at the request of the Client. Information can be disclosed only if it is required by law.

5.3. In line with UK law and the Facilitator ethical framework and guidlines of Memory Matters CIC, the Facilitator reserves the right to break confidentiality and disclose information shared in a session incuding  (notes, video or audio recordings) to any relevant third parties (e.g., GP, police, social services, legal services, emergency services) if in the facilitators opinion information reveals that the Clients safety is at risk. The Facilitator reserves the right to break confidentiality and disclose session information to child protection services if in his/her clinical opinion there is physical or sexual abuse or neglect of any person under 18 years of age. Similarly, the Facilitator reserves the right to break confidentiality and disclose session information, if s/he believes that an elderly person or disabled person is being abused or neglected, to the appropriate state agency that handles abuse to elderly or disabled persons. Finally, the Facilitator reserves the right to break confidentiality and disclose session information to authorities if the Client discloses any involvement with terrorism and money laundering whether it is related to drug trafficking or any other serious crime.

5.4. If the Facilitator decides a confidentiality breach is necessary, he will endeavour to discuss this matter with the Client and any recommendations will be documented. If this discussion is not possible due to any limitations or unforeseen circumstances (e.g., time limitations, urgency of the matter, availability, illness), the Facilitator may have to proceed with the breach of confidentiality without prior notice to the Client.

5.5.   The facilitator is expected to be in regular supervision to ensure high quality of service. Therefore, group content and information shared within sessions  be shared with the Facilitator’s supervisor. However, discussion topics from the vCST sessions will be used in order to ensure that the Facilitator is getting and giving the best vCST experience possible. The Facilitators supervisor follows the same ethical framework and guidelines as the facilitator and agrees to the same confidentiality clause 5.2

5.6. All Memory Matters Sessions are video and audio recorded. Recordings are  used for supervision purposes with the Facilitator’s supervisor(s) and sometimes parts of sessions may be used for marketing purposes when a separate agreement signed by all individuals in the group has been completed. Recordings are kept and stored safely and encrypted in an external cloud drive (password protected) and are erased within six months of the session.

5.7. By commencing vCST, the Client consents to video/audio recordings being made of these sessions and to these recordings being used to aid the work between the Facilitator and the Client. The Client has the right to refuse consent to video/audio recordings and will be asked for consent before the commencement of vCST.

5.8 Clients will be asked to sign a seperate agreement for consent to photography/ screen shots and the sharing of short video for marketing purposes if it is felt appropriate by the facilitator. Without signed agreement no media from the sessions will be shared for marketing purposes

5.8. Any material produced in the session (e.g., video/audio recordings, session notes, written homework, and psychoeducational material) is Memory Matters CIC intellectual property and copyright.

5.9. The Facilitator also requires confidentiality of the Client at all times. It is not permissible for the Client to disclose any written, recorded or distributed correspondence/material related to the session, pre-session or post-session. This includes sharing information about other members within the therapeutic group. The client agrees to keep strictly confidential any information shared by other group members in the session and not share it with third parties. the client will not use the confidential information of any participant of a group session for the Clients own benefit except with the explicit consent of the participant.

5.10. The correspondence and all vCST material shared between the Client and the Facilitator is to be used only by the Client. If the Client shares any recorded or written material that was intended for the group’ exclusive use, Memory Matters CIC accepts no responsibility for the material’s affecting use on any third parties. Therefore, copying, reproducing or displaying this information publicly or electronically is not permitted.

5.11. The Client under no circumstances is permitted to record (video, audio) the session (on the phone or any other device) unless the Facilitator has issued consent in writing.

5.12. All related correspondence (verbal or in writing) such as by phone, email or online software is strictly for use by the Client and the Facilitator. Information can be disclosed only if it is required by law.


6.1. The lawful basis for Memory Matters CIC holding and using the Client’s information is in relation to the delivery of a contract to the Client as a service provider. Memory Matters CIC operates under a strict code of confidentiality and legal GDPR Rules. .

6.2. Upon starting vCST, the Client’s basic personal information will be collected for contact and identification reasons. These include the Client’s full name, date of birth, next of kin, address, insurance membership number/authorisation code (when applicable), and GP details. If any of the Client’s contact or GP information changes during the programme, the Client should inform Memory Matters CIC in writing providing the new information.

6.3. Information is kept securely and confidentially in line with the data protection rules and  policy as stated above.

6.4. Session notes or personal details of the Client are kept in electronic form and are password protected. All digital information is stored on a domestic computer, which is password protected and stored within a secure building.

6.5. The Client’s information is kept for a period of 12 months following the end of programme to comply with any obligations that are placed upon Memory Matters by his/her insurers.


7.1. The Client has the right to access any  notes made of the session. Beyond the review notes, any details held about the Client are for the Facilitator’s own use and not shared.

7.2. The Client has the right to request a copy of the notes that the Facilitator holds about her/him. If the Client would like a copy of some or all of his/hers notes, then the Client must email or write to Memory Matters ±CIc via the contact details stated on the contact form on Memory Matters website or directly at enrollments@memorymatters.org.uk  Information will be provided to the Client within 30 days.


8.1. The Client is commitmented to attend all 14 sessions and s/he may cancel or move their attendance to a future group by giving  14 -days’ notice from the start of the contract. Please see cancellation notes above.

8.3. If the Facilitator considers the Client’s needs are beyond the limits of the criteria for CST, Memory Matters CIC reserves the right to terminate the therapeutic contract. The Facilitator will discuss this with the Client after the session and further recommendations, if possible, may be provided. Memory Matters reserve the right in this instance to organise a refund at their descretion.

8.4. If the Facilitator decides to end the therapeutic agreement with the Client due to unforeseen circumstances, they reserve the right not to disclose the reason for this decision. However, the Facilitator will endeavour to give two weeks notice.


By commencing The vCST programme, I acknowledge that I have read the information above and I agree with the terms and conditions of this agreement.