Ostwalden Terms of Use — final, version 1.0, 22 September 2026

Last updated: 22 September 2026. Version 1.0.

This page sets out the terms on which you may use the Ostwalden website at https://ostwalden.co.uk. It is written to be read, not filed away. If anything here is unclear, email us at info@ostwalden.co.uk and we will explain it.

Please read the next section first, even if you read nothing else on this page.

If you need help now

This website is not an emergency service, a crisis service or a helpline. We do not monitor this website or our email around the clock. Nobody is waiting at the other end of the enquiry form. We aim to reply to enquiries within two working days, but we cannot promise a reply by any particular time, and you should never wait for a reply from us if you need help urgently.

If you are in danger, or you are thinking of harming yourself, or you are worried about someone else right now, please use one of these instead.

If	Do this
Someone's life is at risk. For example, they have seriously injured themselves or taken an overdose.	Call 999 now, or go to your nearest hospital emergency department.
You need urgent mental health help but it is not a 999 emergency.	Call 111 and choose the mental health option, or go to 111.nhs.uk. This is free and available at any hour.
You want to talk to someone straight away.	Call Samaritans on 116 123, or see samaritans.org. Free, day or night, every day of the year.
You would rather text than talk.	Text SHOUT to 85258, or see giveusashout.org. Free, confidential, day or night.
You are under 19.	Call Childline on 0800 1111, or go to childline.org.uk. Free, day or night, and you do not have to give your name.
You are unwell but it is not urgent.	Contact your GP surgery and ask for an appointment. Tell them it is about your mental health.

We give these details because we want you to get help quickly when you need it. The NHS is the right place to go for urgent care and for treatment, and we will always say so.

1. Who we are and how to contact us

This website is operated by Ostwalden Limited. We trade as Ostwalden. When these terms say we, us or our, they mean Ostwalden Limited.

Detail	Information
Registered name	OSTWALDEN LIMITED
Trading name	Ostwalden
Registered in	England and Wales
Company number	17119228
Registered office	Suite 5, 5th Floor City Reach, 5 Greenwich View Place, London E14 9NN
Email	info@ostwalden.co.uk
Website	https://ostwalden.co.uk

Email is the address to use for enquiries, complaints, questions about your personal information, and any formal or legal notice. Our registered office is also the postal address for written correspondence. We read email during normal working hours in the United Kingdom, Monday to Friday, excluding public holidays.

There is no telephone number. Everything reaches us by email or by post. We would rather tell you that than publish a line nobody answers. If speaking is easier for you than writing, send us a short email saying so and we will arrange a call at a time that suits you.

Ostwalden has no employees. Xinze Guo, our sole director, reads what you send and answers for it. If that changes, we will say so on this page.

2. What these terms cover

These terms govern your use of this website. They are an agreement between you and us about the website itself: what you will find here, what you may do with it, and what we are and are not responsible for.

These terms are not a contract for counselling. You cannot buy counselling on this website today, and no part of this page creates a counselling relationship between you and us or between you and any counsellor. When counselling becomes available to buy, it will be supplied under a separate written agreement which we will give you in full, before you book anything, so that you can read it and keep it. Section 9 explains what that agreement will deal with.

By using this website you accept these terms. If you do not accept them, please stop using the site. We suggest you save or print a copy of this page if you want to keep a record of the terms as they stand today.

3. What this website does, and what it does not do

At the moment this website is an information site. It describes who we are, the kinds of counselling we intend to offer, and how to get in touch. That is all it does.

What you can do here

Read about our three services: individual counselling, couples counselling, and low-cost counselling.
Read how we intend to match people to a counsellor by language, cultural background and what they want help with.
Send us an enquiry using the enquiry form, or email us directly.
Read our Privacy Notice, our Cookie Policy and our Accessibility Statement.
Find the contact details you need to reach a person.

What you cannot do here

Book a session, or choose a date and time.
Pay us anything. We take no payments of any kind through this site.
Create an account or log in. There are no accounts.
Browse a directory of counsellors, or see individual counsellor profiles.
Read or write reviews, post comments, or message anyone.

There are no prices on this website. We have not yet set the terms on which sessions will be sold, and we would rather show you nothing than show you a figure we might have to change. When prices are published they will be shown in full, inclusive of any tax, alongside the cancellation rights that go with them.

The enquiry form

Apart from the cookie notice in the footer, the enquiry form is the only thing on this site you can interact with. It asks for five things:

your name, which can be a first name or a nickname. This is required;
your email address, so that we can reply. This is required;
which service your enquiry is about, chosen from a short list: individual counselling, couples counselling, low-cost counselling, working with us as a counsellor, or a general question;
the language you would prefer to be contacted in, if you want to tell us. This is optional and you can type whatever you like;
a message of between 20 and 2,000 characters. This is required.

Before the form will send, you also have to tick one box confirming that you understand your message may contain information about your health or your circumstances, that we may use it to reply to you, and that if you ask us to put you in touch with a counsellor we may pass it to that counsellor. It is not pre-ticked, it does nothing else, and it is not bundled with accepting these terms. If you would rather not tick it, email us at info@ostwalden.co.uk instead, where no box arises. We keep a record of the wording you were shown and when you agreed to it, and nothing more. Our Privacy Notice explains why.

There is also one field positioned off the screen which nobody is expected to fill in. It is there to catch automated spam. If your browser or your screen reader shows it to you, please leave it blank.

Immediately above the message box, in ordinary text rather than small print, the form says this:

Please do not write about your health, your symptoms, a diagnosis or your personal circumstances here. Just tell us which service you are interested in, and we will reply by email so we can arrange a private conversation.

There is no date of birth, no postal address, no telephone number, no question about what you are struggling with, and no list of conditions to choose from.

4. Nothing here is medical advice

The information on this website is general information about counselling. It is not medical advice, it is not a diagnosis, and it is not advice about your own situation. We do not diagnose conditions, we do not prescribe or supply medication, and we do not provide medical treatment.

Counselling is not a substitute for care from your GP or from an NHS mental health service, and it is not a way of avoiding either. If you are receiving treatment or support from the NHS, from a doctor or from another health professional, please carry on with it. Do not stop, change or delay any treatment because of something you have read here. If you are unsure whether counselling is right for you, speak to your GP.

Counselling through Ostwalden is intended for adults who want a private, regular space to talk with a trained counsellor about what is going on in their life: pressure at work, family and relationships, moving between cultures and languages, loss and change, and the process of understanding oneself better. It is not the right service for someone who needs urgent care, or care that only a doctor or an NHS service can give. If we think that is the position, we will tell you honestly and point you towards better help rather than take you on.

5. Who our service is for

Our service is for adults aged 18 or over. We do not work with children or young people under 18 and we do not knowingly collect their personal information.
Our service is for people living in the United Kingdom. This website is aimed at UK residents. We do not offer our services to people living in the European Economic Area or anywhere else outside the UK, and we are not able to take on clients who live outside the UK.
If you are under 18 we cannot work with you, but there is help. You can call Childline on 0800 1111 free at any hour, or go to childline.org.uk — Childline is there for anyone under 19. Your GP surgery, and your school, college or university, may also be able to arrange counselling for you.
Please give us accurate information about yourself when you contact us. If you are enquiring on behalf of another adult, only give us their details if they know about it and agree.

6. Counsellors, and what checking means

We do not publish counsellor profiles on this website, and no counsellor is offered for selection here. This section tells you the standard we will apply before any counsellor works with a client through Ostwalden, so that you know what we are committing ourselves to.

We should be plain about where we are. No counselling is bought or booked through this website, and no counsellor is named or offered here. Nothing in this section describes a roster you can inspect today. It describes the checks we are committing ourselves to carry out before any counsellor is put in front of a client, and we will publish this section again, unchanged, when that starts.

The standard we will apply before any counsellor works with anyone through us

Before a counsellor takes on a client through Ostwalden, we will have:

looked up their entry on the register of their professional body, the British Association for Counselling and Psychotherapy (BACP) or the UK Council for Psychotherapy (UKCP), and recorded their registration number and the date we looked;
seen evidence that they hold current professional indemnity insurance in their own name, covering the work they will do;
seen evidence that they have a current clinical supervision arrangement, as their professional body requires;
confirmed their identity from photographic documents, and satisfied ourselves that they are lawfully entitled to carry out this work in the United Kingdom;
seen their qualifications and taken up references.

We will repeat the register and insurance checks at least once a year, and a counsellor whose registration or insurance lapses will not be given further clients until it is back in place.

What a check is, and what it is not

When we say we have checked something, we mean that a person at Ostwalden looked at the document or the register entry and recorded what they saw and when. That is a real commitment and you are entitled to hold us to it. But a check describes a position on a particular date. It is not a prediction, and it is not a promise about how any counsellor will work with you. For that reason we avoid words like vetted, verified, approved or hand-picked, which sound like more than they are.

You do not have to take our word for any of it. Once you are given a counsellor's name, we will also give you their registration number, and you can look them up yourself on the public register kept by BACP or UKCP.

How counselling is regulated in the United Kingdom, in plain terms

Counselling and psychotherapy are not regulated professions in the United Kingdom. There is no statutory register and no government licence for counsellors. What exists instead is voluntary registration with a professional body. The BACP Register of Counsellors and Psychotherapists is accredited by the Professional Standards Authority for Health and Social Care, and we will say the same about any other register we accept only once we have confirmed its current accredited status on the Authority's published list.

So that there is no confusion about what that means:

Registration belongs to the individual counsellor, not to us. Counsellors working through Ostwalden are independent practitioners, registered with BACP or UKCP. Each one is responsible for their own registration, their own insurance, their own supervision and their own professional conduct.
Nobody working with us is registered with the General Medical Council, the Nursing and Midwifery Council, the Health and Care Professions Council, the General Dental Council or Social Work England, and we do not suggest otherwise.
Ostwalden Limited is not an organisational member of BACP and is not a member of UKCP. We have not applied for organisational membership, and we are not accredited or approved by either body. If that changes, we will say so here in plain words and you will be able to check it.
Ostwalden Limited is not registered with the Care Quality Commission and does not carry on any activity that requires registration with it. We do not provide medical treatment.
We are careful about titles. Counsellor and psychotherapist are not protected titles in the United Kingdom, and neither is psychologist on its own. A number of other titles are reserved by law to people registered with a statutory regulator, and we do not use any of them for anyone working with us. They include practitioner psychologist, registered psychologist, clinical psychologist, counselling psychologist, educational psychologist, forensic psychologist, health psychologist, occupational psychologist and sport and exercise psychologist; art psychotherapist, art therapist, dramatherapist and music therapist, all of which are protected under the Health Professions Order 2001; and social worker, which is protected under the Social Workers Regulations 2018. We also do not describe anyone here as a doctor, a psychiatrist or a medical practitioner, and we call the people we work with clients, not patients. Our practitioners are counsellors and psychotherapists, and that is how we describe them.

7. Low-cost counselling and counsellors in training

We intend to offer a low-cost service. Some of those sessions will be delivered by counsellors in training: people who are part-way through a recognised counselling qualification and are building their supervised practice hours towards registration.

This is a normal and valuable part of how counselling works in this country, and it is how the low-cost service can be offered at a lower price. But you must be told, and you must be told early. Our commitment is this:

We will tell you, in writing and before you commit to anything, if the counsellor you are being offered is a counsellor in training. You will never find this out after you have paid, and never at the first session.
We will describe them as a counsellor in training on a supervised placement. We will not call a trainee a qualified or experienced counsellor, and a trainee will not be presented as equivalent to a registered counsellor.
We will tell you what supervision they receive and how often, who provides it, and that their supervisor is qualified and registered.
We will confirm that their training course and their placement arrangements allow the work you are being offered, and that they are insured for it.
We require a counsellor in training to hold student membership of their professional body. Student membership is not registered membership: it means they are not on the professional register and cannot use registered designatory letters. We will not display letters, logos or registration numbers for them, because they do not have them.
Because supervision involves discussing client work with a supervisor, we will explain before you start exactly who may hear about your sessions. The separate counselling agreement will set this out in full.
You can ask to see a qualified registered counsellor instead. Asking costs you nothing and we will not treat it as a complaint.

8. Sending us an enquiry

The enquiry form relays your message to our mailbox by email. The program that receives it does not keep the content of a delivered enquiry on the server. There is one exception, and it matters: if the email carrying your message cannot be delivered, the message is written to a failure log so that what you wrote is not simply lost. We check those failures, send the message on, and delete the entry within 30 days. Separately, our server keeps a short operational record of each submission — a reference number, the date and time, a scrambled one-way version of your IP address, a spam score and the service you chose — for up to 30 days, and then deletes it. That record does not contain anything you wrote. Our Privacy Notice sets all of this out in full, including who reads your message, how long we keep it, and where our service providers are based.

Before you write to us, please read these points.

Please do not write about your health, your symptoms, a diagnosis or your personal circumstances in the form. Tell us which service you are interested in and we will reply by email to arrange a private conversation. We do not need your history in order to answer an enquiry, and we would rather you did not send it to an inbox.
You have to tick one box before the form will send. It confirms that you understand your message may contain information about your health or your circumstances and that you agree to our using it to reply to you. It is not pre-ticked and it is not bundled with accepting these terms. If you would rather not tick it, email us instead.
An enquiry is not a counselling session and is not covered by counselling confidentiality. No counselling relationship exists at this stage. Ostwalden has no employees, so today your message is read by our sole director so that we can reply to it. If you ask us to put you in touch with a counsellor, we pass on what you have told us to that counsellor and to nobody else; from that point the counsellor holds it in their own right, under their own professional and data protection obligations. We treat your message carefully and in confidence as a business matter, but the professional duty of confidentiality that a counsellor owes a client begins when counselling begins, not when you fill in a form. There is one limit on that confidence, and we would rather you heard it from us than found it out: see the heading immediately below.
We cannot promise a response time. We aim to reply within two working days. Email can fail, and a wrong or mistyped email address means we cannot reach you at all. If you have not heard from us within a few days, please email us directly at info@ostwalden.co.uk.
Sending an enquiry does not create any agreement between us. We may reply with more information, we may suggest a conversation, and we may say that we are not the right service for you. We can decline to take an enquiry further, and we will say so politely and suggest where else to look.

If we think someone's life is in danger

Very occasionally a message tells us that someone's life may be at risk, or that an adult at risk or a child may be being harmed. If we judge that to be the case, we may pass on what we know to the emergency services, to a GP, or to the safeguarding team at the relevant local authority. Ostwalden has no employees, so that decision is taken by our sole director, and it is written down.

We do not do this lightly and we do not do it often. Wherever it is safe to do so, we will tell you that we have done it and what we passed on. Our Privacy Notice explains the legal basis we rely on. Nothing in this paragraph makes us a crisis service: we are not watching for risk, we do not read the mailbox around the clock, and you should never rely on us noticing. If you need help now, use the numbers at the top of this page.

The checks that sit in front of the form

A contact form on an open website attracts a great deal of automated traffic. Four things sit in the way of it: a signed, single-use token that the page gives your browser when the form loads, which is valid for a limited time and can be used once; a field positioned off the screen that nobody is expected to fill in; a minimum time to fill the form in, because a submission that arrives a second after the page loads was almost certainly not typed by a person; and a limit on how many submissions come from the same internet connection in a short period.

Cloudflare's security filter also sits in front of the whole site and can ask your browser to complete a check, or block a request outright, before it reaches us at all. We do not use Cloudflare Turnstile on the form today. If we switch it on, we will say so here and in our Cookie Policy first.

These checks can stop a genuine message, and they can make the form harder to use. If you leave the page open for a long while before sending, the token can expire and you will be asked to send the form again. If a message of yours does not seem to have arrived, email us directly at info@ostwalden.co.uk. Ordinary email is not subject to any of this, and you should never have to pass a check of any kind to reach us.

9. When bookings open: a separate counselling agreement

We intend, in future, to offer counselling in blocks of sessions bought in advance. None of that exists yet. There is no booking system, no payment system and no published price, and nothing on this website is an offer to sell you anything.

When that changes, we will give you a separate written counselling agreement before you book or pay for anything. That agreement, and not this page, will govern the counselling itself. We will also publish it on this website so that you can read it before you decide, and we will update this page to point to it.

That agreement will say that your contract for counselling is with Ostwalden Limited. We are the provider of the service. The counsellor who works with you delivers the sessions as an independent practitioner engaged by us, and holds their own professional registration, their own indemnity insurance and their own supervision arrangement. We are answerable to you for the service being performed with reasonable care and skill, and we will not ask you to accept terms which say that we simply put you in touch with someone and then step back from any responsibility for the service you receive.

The counselling agreement will deal, at least, with:

who your contract is with, and who to contact about what;
the price, in full and inclusive of any tax, what a block of sessions includes and how long it remains valid;
your legal right to cancel within 14 days of buying, how to use it, and a cancellation form you can simply fill in and send back to us;
that this right is lost only once the whole block has been delivered, and then only if you asked us in writing to start inside the 14 days and acknowledged that consequence; and how any refund is worked out if you cancel part-way through, which is a proportion of the block price you agreed and never a recalculation of the sessions you have used at a higher rate;
that the price of a block is fixed when you buy it and stays fixed for as long as the block is valid, and that any change to our prices applies only to blocks bought afterwards;
what happens to sessions you have paid for and not used, including when you need more time;
how to rearrange or cancel a session, the notice we ask for, and what happens if you miss one;
confidentiality: who may know what, including your counsellor's supervisor, and the limited circumstances in which a counsellor may need to pass information on, such as a serious risk to your safety or someone else's, or where the law requires it;
what happens if your counsellor becomes unavailable, including your choice between seeing someone else and being refunded for the sessions you have not used;
how sessions are delivered, and what we will do if the technology fails part-way through a session;
how to complain to us, and the independent routes open to you afterwards, including your counsellor's professional body and any dispute resolution scheme we have joined by then.

Until you have been given that agreement and have accepted it, you owe us nothing and we owe you no counselling.

Our own insurance

Because we intend to be the provider of the counselling and not merely an introducer, we will hold our own professional indemnity and public liability insurance covering the service described above, in addition to the cover each counsellor holds in their own name. We will put that cover in place, and publish the name of our insurer and the territorial cover of the policy here, before bookings open. You can ask us for those details at any time by emailing info@ostwalden.co.uk, and we will tell you plainly what is and is not yet in force.

10. Content on this website

We own or are licensed to use everything on this website: the text, the images, the design, the layout and the name and branding of Ostwalden. Those rights are protected by law and we keep them.

You are welcome to read this website, to print or save pages for your own personal use, and to share a link to any page with anyone. What you may not do, without our written permission, is copy, republish, adapt or reuse our content commercially, present it as your own, or take material from the site to train or feed an automated system.

If you believe that something on this site infringes your rights, please email info@ostwalden.co.uk with enough detail for us to find it. We will look into it and reply within five working days.

11. How you may use this website

Use the site lawfully and sensibly. In particular, please do not:

use the site or the enquiry form for anything unlawful, abusive, threatening, harassing or deliberately offensive;
send us marketing material, bulk messages or automated submissions through the enquiry form;
pretend to be someone else, or send us another person's personal information without their knowledge and agreement;
try to gain unauthorised access to the site, its server or any system connected to it, or interfere with how it works;
introduce anything malicious, such as a virus or other harmful code;
collect data from the site by automated means, including scraping or bulk downloading;
try to get round the anti-spam checks described in section 8.

This website does not let visitors post content, publish reviews, or message each other. Everything you see here is published by us.

If you break these rules we may block your access to the site, or stop responding to enquiries from you, and where the behaviour is serious enough we may report it to the police or to another authority. We will act proportionately, and we will not block someone simply for disagreeing with us or complaining about us.

12. Links to other websites

Where we link to another organisation's website, such as the NHS, Samaritans, Shout, Childline, bacp.co.uk or psychotherapy.org.uk, we do so because we think it will help you. Those sites are run by other people. We do not control them, we are not responsible for their content or for what they do with your information, and a link is not an endorsement of everything on the site we have linked to. Their own terms and privacy notices apply when you visit them.

13. Availability of the website, and where it is run from

We try to keep the site available and working, but we cannot promise it will always be available, uninterrupted or free of errors. We may suspend, withdraw or change any part of it, and we may change what the site offers as the business develops. We do not promise that the site or its content will be free of viruses, and you should keep your own device protected.

Where this website is run from

This website is delivered using service providers outside the United Kingdom, and we would rather name the places than leave it vague.

The server that runs this site and receives the enquiry form is in Singapore. Singapore is not covered by UK adequacy regulations.
Cloudflare, Inc., a United States company, sits in front of the site as our content delivery network, DNS provider and security filter. Every request to the site passes through it.
Our mailbox is Namecheap Private Email, run by a United States company. That is where enquiry notifications arrive.
If we switch on automated confirmation emails, they will be sent through [to be confirmed], also based in the United States. That is not in use today, we have set no date, and we will update this page and our Privacy Notice before we switch it on.

Where a transfer is not covered by UK adequacy regulations, we rely on a safeguard under Article 46 of the UK GDPR: the UK International Data Transfer Addendum to the EU standard contractual clauses where the provider offers those clauses, and the ICO's standalone International Data Transfer Agreement where it does not. We have carried out the transfer risk assessment that goes with that safeguard, and we keep it on file. Our Privacy Notice sets this out in full, and you can ask us for a copy of the safeguards. Nothing on this page should be read as a promise that your information stays in the UK.

If something on the site does not work for you

Please tell us, even if you are not sure the problem is at our end. Email info@ostwalden.co.uk and say which page you were on, what you were trying to do, and what happened instead. That is all we need in order to look into it. You do not have to explain why, and you do not have to tell us anything about your health or about any disability. If you need something on this site in a different format, ask, and it will not cost you anything. Our Accessibility Statement says more.

14. Our responsibility to you, and its limits

We would rather explain this section than hide behind it.

What we never exclude

Nothing in these terms limits or excludes our responsibility for:

death or personal injury caused by our negligence. Personal injury includes harm to a person's mental health;
fraud or fraudulent misrepresentation;
your rights under the Consumer Rights Act 2015 and other consumer protection law, including the right to have any service we supply performed with reasonable care and skill;
anything else that the law does not allow us to limit or exclude.

We do not say that use of this website is at your own risk, and we do not ask you to give up any legal right you have.

What we are responsible for

We take reasonable care over what we publish here and over the way the enquiry form handles your message. If we fail to take reasonable care and you suffer loss as a result which we could reasonably have foreseen, we are responsible for that loss.

What we are not responsible for

These are the limits, and there are no others hidden elsewhere in these terms:

General information is not personal advice. What is on this site is general information about counselling. It is not advice about your particular circumstances, and reading it does not make us your adviser. We remain responsible for taking reasonable care over what we publish, as we have just said. What we are not responsible for is a decision you take about your own situation on the strength of general information that was never addressed to it. If you want advice about your own situation, ask us, or ask a suitably qualified professional.
Other people's websites. We are not responsible for the content, accuracy or availability of a website we link to, or for anything you do there.
Interruptions we could not reasonably have prevented. We are not responsible for loss caused by the site being unavailable, slow or interrupted, unless that was caused by our own failure to take reasonable care, and we are not responsible for a failure caused by something genuinely outside our reasonable control.
Business use. This website is provided for personal use. If you use it for any business purpose, we are not responsible for loss of profit, loss of business, interruption to business or loss of a business opportunity.

This section is about the website. It says nothing about counselling, because we are not supplying counselling to you under these terms. When counselling is supplied, our responsibility for it will be set out in the counselling agreement, and it will comply with the same law.

15. Complaints

If something has gone wrong, please tell us. We would rather hear it early.

Complaining to us

Email info@ostwalden.co.uk, or write to us at our registered office. Putting the word Complaint in the subject line helps us route it quickly, but it is not a condition: however your complaint reaches us, including through the enquiry form or in a reply to any other message, we will accept it and treat it as a complaint. Tell us what happened, when, and what you would like us to do about it. Then:

we will acknowledge your complaint within five working days;
we will look into it and give you a full reply within 20 working days;
if it is going to take longer than that, we will tell you why and when you can expect an answer;
when we give you our answer, we will also tell you about any dispute resolution arrangement that is available to you if you are not satisfied with it.

We should be straight with you about who will look at it. Ostwalden has no employees, so your complaint will be looked at by our sole director. We cannot offer you an independent review inside this company, and we are not going to pretend we can. That is why the independent routes below matter, and you can use them at any point.

We are not currently a member of an alternative dispute resolution scheme. If we join one, we will say so on this page.

Complaining about a counsellor

Once counselling is under way, if your complaint is about a counsellor's professional conduct you may bring it to us, and you may also bring it directly to that counsellor's own professional body, which has its own conduct procedure and can take action against its members. For BACP, see bacp.co.uk; for UKCP, see psychotherapy.org.uk. Those routes are independent of us. You do not need our permission, you do not need to use our procedure first, and using ours does not stop you using theirs.

Complaining about how we handle your personal information

You have the right to complain to us about the way we use your personal information, and we must acknowledge that complaint within 30 days and respond without undue delay. Email info@ostwalden.co.uk. You also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint. You can go to the ICO whether or not you have complained to us first.

16. Your personal information

Ostwalden Limited decides how and why your personal information is used when you contact us through this website, which makes us the controller of it under data protection law.

Almost every UK organisation that uses personal information for business purposes must pay a data protection fee and appear on the public register kept by the Information Commissioner's Office. Our processing is not covered by any of the exemptions, and we are completing that registration now. Our registration number will be shown here, and in our Privacy Notice, once it is issued: [to be confirmed]. When it is, you will be able to check it yourself on the ICO's public register.

Our Privacy Notice explains what we collect, why, what our legal basis is, who else sees it, where in the world it goes and what protects it there, how long we keep it, and what rights you have. Our Cookie Policy names each item this site stores on your device, what it does and how long it lasts. Both are linked from the foot of every page, and both should be read alongside these terms.

17. Changes to these terms, and the language they are written in

We may change these terms, for example when we begin taking bookings, when our services change, or when the law changes. The version in force is the one published on this page, with the date it was last updated at the top.

Where a change is more than a correction of wording, we will say what has changed and why. A change takes effect when it is published, and it applies to your use of the site from then on. We will not apply a change backwards to something that has already happened, and a change to this page cannot alter any counselling agreement you have already entered into. If you would like a copy of an earlier version, email us and we will send you one.

These terms are written in English. If you would find them easier to read in Chinese, email us at info@ostwalden.co.uk and we will send you a translation. Where the two versions differ, the English version is the one that governs. When we begin selling sessions, we will give you the information you are legally entitled to before you buy, and the counselling agreement itself, in the language in which we have been dealing with you.

18. If part of these terms cannot apply

If a court or regulator decides that any part of these terms cannot be enforced, or is unfair, that part is treated as removed and the rest continues to apply. Removing one part does not affect the others.

If we do not enforce something straight away, or at all, that does not mean we have given up the right to enforce it later.

19. Which law applies and where you can bring a claim

These terms, and any dispute arising out of them or out of your use of this website, are governed by the law of England and Wales.

You can bring court proceedings against us in the courts of England and Wales. If you live in Scotland, you can bring proceedings in the Scottish courts or in England and Wales. If you live in Northern Ireland, you can bring proceedings in the Northern Irish courts or in England and Wales. Nothing in these terms takes away your right to bring a claim in the courts of the part of the United Kingdom where you live, and nothing here requires you to use arbitration instead of going to court.

Ostwalden Limited, registered in England and Wales, company number 17119228. Registered office: Suite 5, 5th Floor City Reach, 5 Greenwich View Place, London E14 9NN. Email info@ostwalden.co.uk. These terms were last updated on 22 September 2026, version 1.0.