Master Service Agreement
Effective from December 2020
This Master Service Agreement (the "Agreement") is applicable to all client retainer engagements. This is the default relationship between the client and provider.
This agreement may change at any time, although no more than twice per year or where the laws of the United Kingdom force adjustments.
The client is responsible for staying informed and may request updates during the retained period, it is not the providers responsibility to keep the client informed about changes to the master service agreement unless such changes explicitly change the way the relationship is structured or reduces in some way the nature of the relationship.
Provider: INTEGRATED PRACTICE LTD.
REGISTERED ADDRESS: 167-169 5TH FLOOR, GREAT PORTLAND STREET, LONDON, W1W 5PF, UNITED KINGDOM
This private practice is primarily the place of business for Zack Young, however in some cases there may be additional input and external suppliers where the scope of the retainer are beyond the core expertise. In such cases, these will always be agreed on a case by case basis. In all events, every retainer agreement is governed by this master service agreement. This master service agreement is applicable to all clients, any individual amendments should they be applied to individual client or project work will be stated and agreed in communication before or during the client & practice relationship.
1. Scope of Services & Access
The Provider offers a blend of strategic consulting, psychological advisory, consulting psychology, psychotherapy containers, coaching and professional advisory. Under this Access Retainer, the Client is securing priority availability rather than a guaranteed volume of hourly deliverables. In all cases, unless explicitly stated in individual communication the engagement between the practice and the client is within the scope of these conditions.
Service Structure
The access includes expertise across all domains:
Strategic Consulting & Practice Advisory: High-level strategy, systems optimisation, people consulting, growth consulting, behavioural marketing consulting and psychological input.
Psychological Advisory & Executive Coaching: Behavioural insights, leadership psychology & coaching, performance frameworks, mental health in the workplace, individual and team leadership development.
Psychotherapy & Counselling: Individual, couples and team work within a psychotherapy container. Designed to work through long term personal psychology, as a container for personal introspection, as a tool for psychological education and as a bridge during moments of critical change in life.
Global Policy: Where there is a relationship crossing borders (where the client is located or moves between several countries), the engagement will be specified within the context of an individual consulting, advisory and coaching engagement to meet the requirements of local clinical limitations as a psychologist.
2. Retainer Fees & Payment Terms
Retainer Fee: The Client agrees to pay a fee in advance for a period of 3, 6, 12 or 18 months.
Payment Schedule: The payment will be made in advance, or where agreed within the scope of an individual payment plan where the engagement has been agreed for a longer duration.
"Use-It-or-Lose-It" Policy: The Retainer secures the Provider's availability and client access. Unused sessions and unutilised access within the period agreed are not transferable or refundable. There are no refunds for client retainers, all engagements are secured in advance and benefit from this policy.
Rescheduling: The provider may need to at times reschedule active sessions, under such an event an additional session will be provided at no cost. Where the client needs to reschedule, this is available without penalty with 24 hours notice (6 times per year). Outside of these 6 times, or within the 24 hour period a fee of £75 per reschedule is applied.
Fees beyond the scope of the retainer: Any such fees beyond the scope of the retainer, are billable at £220 per hour.
In person onsite & travel: All onsite in person work and travel to and from to join the client for any activity which requires the provider to meet and support the client are billable at £220 per hour. In such events, a day rate is provided which is billable and capped at 6 hours per day. All expenses during such onsite work are billable to the client. During any onsite of 5 days or more, the client is required to include a billable 1 day 'adjustment’ before any such start date to ensure adjustment to the timezone of the client.
Retainer Adjustment: Should the scope of a retainer be changed or adjusted during the term, the non-retainer rate or out of scope rate will be applicable to any such period completed to calculate if and what credit may be applicable to the new agreed adjusted scope. In some cases, there will be no credit and a new retainer may be the best path.
3. Availability & Response Times
To respect both professional boundaries and the Client's need for agile support, the following response policy applies to this retainer:
All methods, unless individually agreed should expect a non-priority response between sessions of 3 working days although normally responses are much sooner.
For priority needs, especially during times of crisis a response within 24 hours should be expected although normally much sooner.
Standard business hours are Monday through Saturday, 8am - 8pm within the rolling timezone where the provider is located (normally aligned with US east coat timezone, although this can change and clients will be made aware of this).
4. Confidentiality & Privacy
Mutual Confidentiality: Both parties agree to protect and keep strictly confidential all proprietary data, personal history, and strategic advisory shared during the engagement.
Clinical Privacy: Within the psychotherapy container provided, information is additionally protected under healthcare privacy laws (governed by the law of the United Kingdom) and professional ethical guidelines, subject to standard legal exceptions.
5. Term & Termination
Duration: This Agreement commences on the effective date of the first booked session.
Termination: Either party may terminate this retainer agreement at the end of the active retainer period or with 3 months written notice.
Outstanding Fees: Upon termination, the Client remains responsible for any outstanding fees for services rendered up to the termination date and for any access fees agreed or paid for in advance.
Option to Pause: A client may pause the engagement without penalty twice per year for 2 week periods. A longer pause of upto 3 months is also possible for a fee of £450.
6. Limitation of Liability
The Provider’s insights, advice, or clinical guidance are tools to empower the Client. Ultimate responsibility for business decisions, execution, and personal well-being rests solely with the Client. The Provider's total liability under this agreement shall not exceed the total amount paid by the Client in the three (3) months preceding the claim (unless otherwise specified).
7. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the United Kingdom.
8. Dispute & Mediation
In the event the client wishes to raise a dispute with the provider, this can first be navigated directly between the client and provider. In the event a resolution is not found or for any escalation, the client may seek resolution with the mediation from an independent third party. In the event of escalation, the third party mediation should be led by a UK based provider and all costs of the third party mediation should be covered by the client. The client is also responsible for the providers time committed to such involvement in any external mediation at a per hour rate aligned with the out of scope rate of £220. The same is applicable to any escalation whereby a resolution is found within the legal system, the case should be led by a lawyer registered in the United Kingdom, all costs of the case should be covered by the client and the hourly out of scope rate will be payable to the provider during such time committed to this pathway.
