Terms of Service

What Unspool is

Unspool is a matching service. We connect individuals seeking support for addiction or addictive behaviours (including family members/carers) with independent, vetted therapists. Unspool does not itself provide therapy or medical advice — therapists on our platform are independent practitioners responsible for their own clinical judgement, conduct, and professional obligations.

Not a crisis service

Unspool is not equipped for emergencies. If you are in immediate danger or crisis, call 999 or the Samaritans on 116 123 (UK, free, 24/7).

Eligibility

You must be 18 or over to use Unspool. If you are seeking support on behalf of someone else who needs urgent help, please contact emergency services directly.

How matching works

After you complete our intake form, we will review your answers and put you in touch with 2–3 suitable therapists within 48 hours. Being matched with a therapist does not guarantee availability or that they will accept you as a client — this is confirmed directly between you and the therapist.

Payments

Sessions are charged at £68 per session, paid via our payment provider, Stripe, at the time of booking.

Sessions can be cancelled or rescheduled free of charge with at least 24 hours' notice. Cancellations with less than 24 hours' notice, and missed sessions, are non-refundable, as the therapist has reserved that time. If your therapist cancels a session, you will always receive a full refund.

Therapist independence

Therapists using Unspool are independent professionals, not Unspool employees. We carry out a vetting process before onboarding, but we are not responsible for the clinical outcome of any therapy session. Any complaint about clinical conduct should first be raised with the therapist's relevant professional body (e.g. BACP, UKCP, HCPC).

Limitation of liability

To the extent permitted by law, Unspool is not liable for the actions, advice, or omissions of independent therapists, or for outcomes of therapy received through the platform. Nothing in these terms limits liability for death or personal injury caused by our negligence, or for fraud.

Governing law

These terms are governed by the laws of England and Wales.