Optimise Terms of Service
Effective Date: 18th September 2026
These Terms of Service (“Terms”) set out the basis on which Thinking in Colour Ltd provides Optimise services. Please read them carefully before booking or beginning work with Optimise. We draw your attention in particular to clause 7 (Intensive Optimise), clause 9 (your statutory right to cancel), clause 10 (cancelling or rescheduling appointments) and clause 20 (standard of service and liability).
Optimise is a trading name of Thinking in Colour Ltd, a company registered in England and Wales under company number 14318764.
Registered office: Candle Cottage, Trinity Close, Carlton-Le-Moorland, Lincoln, LN5 9GP
Email: hello@optimiseyourjourney.com
Website: https://www.optimiseyourjourney.com
ICO registration: ZB603928
In these Terms, “Optimise”, “we”, “us” and “our” mean Thinking in Colour Ltd trading as Optimise. “Katie” means Katie, the founder of Optimise, who personally delivers the Services. “You” and “your” mean the individual receiving the Services. “Services” means the Initial Conversation, Discovery Sessions, One-to-One Optimise, Intensive Optimise and any related work we agree to provide. “Booking Confirmation” means the written confirmation we send you by email setting out the Services you have booked, the fees and any specific arrangements that apply. “Funder” means an employer or other organisation that pays for or arranges Services for you.
1. About Optimise
1.1 Optimise provides psychology-informed performance and personal-development support.
1.2 The work draws on Katie's training, research and experience across psychology, coaching and related approaches. The focus and methods used are selected according to the individual, the purpose of the work and what is relevant.
1.3 Optimise is designed to help people understand themselves more deeply and use that understanding to support meaningful change, development and performance in their lives.
1.4 Optimise is not provided as psychotherapy, healthcare or clinical treatment and does not create a therapist and patient, or healthcare practitioner and patient, relationship.
1.5 Some approaches used within Optimise may also be used within psychological or therapeutic practice. Where EMDR-informed methods are used, they are used within the context and purpose of the agreed Optimise work and are not provided as a separate course of EMDR psychotherapy or clinical treatment. Before using an EMDR-informed method, Katie will explain what it involves and any effects you may notice during or after the session, and will only use it with your agreement. You may ask Katie to stop using any method at any time.
1.6 Optimise is not intended to diagnose or treat any mental-health or medical condition and is not a substitute for appropriate medical, psychological, psychiatric or therapeutic care.
1.7 If it appears that your needs would be better met by another form of support, Katie will discuss this with you and, where appropriate, may signpost you to another suitably qualified practitioner or service.
1.8 Optimise may also offer digital content, community discussion and online events through a separate online community platform. That offering is provided on additional terms, including community guidelines, which will be made available to you before you join. These Terms govern the Services described in clauses 3 to 7.
2. Who Optimise is for
2.1 The Services are available only to adults aged 18 and over.
2.2 Before beginning work together, Katie may consider whether Optimise appears suitable for what you are seeking and whether she is appropriately placed to work with you. This may include asking about relevant circumstances, including any current medical or psychological care, so that suitability and safety can be properly considered.
2.3 An Initial Conversation or Discovery Session does not create an obligation for either you or Katie to continue working together.
2.4 Where Optimise does not appear to be the most appropriate form of support, Katie may recommend that the work does not begin or continue and, where appropriate, may suggest other sources of support.
3. Our contract with you
3.1 These Terms apply to all Services. Our contract with you for paid Services is formed when we send you a Booking Confirmation after you have asked to book. The Initial Conversation is complimentary and does not form a contract for paid Services.
3.2 Your contract consists of these Terms and your Booking Confirmation. If there is any inconsistency, the Booking Confirmation will apply to the extent that it expressly varies these Terms.
3.3 Before you are bound, we will give you clear information about the Services, including their main characteristics, the total price or how it is calculated, payment arrangements, how to cancel under clause 9 and how to complain. Information we give you about the Services before you book forms part of our contract with you where the law requires it.
3.4 Where you book the Services for your own personal development, you will usually be a consumer and you have legal rights in relation to the Services. Where a Funder pays for or arranges the Services, clause 12 also applies and the Funder's obligations to us will be set out in a separate agreement with the Funder.
4. Initial Conversation
4.1 Prospective clients may begin with a brief complimentary Initial Conversation. This provides an opportunity to discuss what you are looking for, ask initial questions and consider whether Optimise appears to be an appropriate fit.
4.2 The Initial Conversation is not an Optimise working session, assessment, clinical consultation or source of crisis support. There is no obligation to proceed following this conversation.
5. Discovery
5.1 If you decide to work with Katie, the next stage will normally be a 90-minute Discovery Session.
5.2 Discovery provides space to begin understanding the wider picture, clarify what you want from the work and identify where it may be most useful to focus.
5.3 For One-to-One Optimise, Discovery forms the first of the initial four sessions. Where an Intensive is being considered, Discovery takes place before the Intensive and enables Katie and you to assess suitability and determine an appropriate structure, focus and format.
5.4 A Discovery Session is charged at our standard 90-minute session fee, as published on the Optimise website at the time you book. The fee that applies to you will be confirmed in your Booking Confirmation and is payable in accordance with clause 8.
6. One-to-One Optimise
6.1 One-to-One Optimise normally begins with an initial engagement of four 90-minute sessions, of which Discovery is the first.
6.2 This structure creates continuity while allowing the work itself to remain individually shaped rather than following a predetermined programme.
6.3 The fourth session provides a natural review point. At that stage, you and Katie may agree that the work is complete, that further sessions would be useful, or that sessions should continue with more space between them. There is no requirement to continue beyond the initial engagement.
6.4 Each session is charged at our standard 90-minute session fee, as published on the Optimise website at the time you book. The fees that apply to your Services, including the total for the initial four sessions, will be confirmed in your Booking Confirmation before you are asked to pay. Once confirmed, those fees will not change for the sessions your Booking Confirmation covers. Any change to our published fees will apply only to new bookings.
6.5 Unless your Booking Confirmation states otherwise, each session is paid for individually. If you have paid for more than one session in advance and the work ends early under clause 18, we will refund the fees for any sessions that have not taken place, less any charge that applies under clause 10.
7. Intensive Optimise
7.1 Intensive Optimise provides a more concentrated period of dedicated work and is individually designed according to its purpose.
7.2 An Intensive may include extended working sessions, preparation, tailored materials or resources and other elements agreed in advance.
7.3 A Discovery Session is required before an Intensive can be agreed. Discovery is charged separately at the standard 90-minute session fee.
7.4 Following Discovery, you will be given information about the proposed structure, timing and total cost of your Intensive before deciding whether to proceed.
7.5 A booking deposit of 25% of the total Intensive fee will normally be required to reserve agreed Intensive dates. The deposit forms part of the total fee. The remaining balance may be paid in agreed instalments but must be paid in full before the Intensive begins.
7.6 Because an Intensive may involve substantial diary time, preparation and individually created resources, specific cancellation arrangements apply. Unless your Booking Confirmation states otherwise, and subject to clause 9, if you cancel a booked Intensive we will retain: nothing where you give more than 28 days' notice before the first Intensive date, other than a reasonable amount reflecting any preparation already carried out at your request; up to the 25% booking deposit where you give between 14 and 28 days' notice; and up to the deposit together with a further amount reflecting preparation completed and reserved time that cannot reasonably be reallocated, where you give less than 14 days' notice. The arrangements that apply to your Intensive will be confirmed in your Booking Confirmation before you commit and will form part of your contract.
7.7 If you cancel an Intensive after the statutory cancellation period described in clause 9 has ended, any sum we retain, including all or part of the deposit, will reflect work already undertaken and the losses we reasonably incur because of the cancellation, taking into account whether the reserved time can reasonably be reallocated. We will refund any balance.
7.8 If we cancel an Intensive for any reason other than your breach of these Terms, we will offer you alternative dates or, if you prefer, refund all sums you have paid for any part of the Intensive not delivered.
7.9 Nothing in this clause affects your right to cancel under clause 9 or your other statutory consumer rights.
8. Fees and payment
8.1 Unless otherwise agreed, invoices are issued by Thinking in Colour Ltd and payment is made by bank transfer.
8.2 Fees will be agreed with you in advance. For individual clients, the price you are quoted is the price you pay unless we clearly agree otherwise in writing.
8.3 Payment arrangements and due dates will be shown in your Booking Confirmation or on the relevant invoice.
8.4 We will only ask you to pay into a bank account held in the name of Thinking in Colour Ltd. If you receive a message asking you to pay into a different account, please check with us using contact details you already have before making any payment.
8.5 If a payment is not made when due, we may, after telling you, postpone further sessions until the payment has been made.
8.6 Where a Funder is paying for the work, invoicing and payment arrangements will be agreed separately with the Funder.
9. Your statutory right to cancel
9.1 If you are a consumer and our contract is made at a distance, for example by email, telephone, video call or online, or away from our business premises, you have a legal right to cancel it within 14 days after the day the contract is formed, without giving any reason.
9.2 To cancel, you must tell us clearly, for example by email to hello@optimiseyourjourney.com or by letter to our registered office. You may use the model cancellation form provided with your Booking Confirmation, but you do not have to.
9.3 Services will not begin during the 14-day cancellation period unless you expressly ask us to start sooner. If you do, we will ask you to confirm your request in writing.
9.4 If you cancel after the Services have begun at your express request, you must pay a proportionate amount for the Services supplied up to the time you tell us that you are cancelling, calculated by reference to the total price agreed. We will refund any balance without undue delay, and in any event within 14 days after the day on which you tell us that you are cancelling, using the same payment method you used unless we agree otherwise.
9.5 If a Service is fully performed within the 14-day cancellation period, having started at your express request, and you acknowledged when making that request that you would lose your right to cancel once the Service had been fully performed, you will no longer be able to cancel that Service. This may apply, for example, to a Discovery Session booked and delivered on its own.
9.6 If you cancel under this clause, the charges in clause 10 and the Intensive cancellation arrangements in clause 7 do not apply. The statutory right to cancel is separate from, and in addition to, those arrangements.
10. Cancelling or rescheduling appointments
10.1 For Discovery Sessions and One-to-One sessions, you may cancel or reschedule without charge by giving at least 72 hours' notice before the scheduled start time, by email to hello@optimiseyourjourney.com or by message through any other channel we have agreed to use for appointments.
10.2 Where less than 72 hours' notice is given, or you do not attend, the session fee will normally remain payable because the appointment time has been reserved for you and is unlikely to be capable of being offered to another client at short notice. No charge will apply if the appointment time is filled by another paid session. Katie will also consider in good faith whether exceptional circumstances, such as sudden serious illness or emergency, justify reducing or waiving the charge.
10.3 Where Katie needs to cancel or rearrange an appointment, she will provide as much notice as reasonably possible and will offer an alternative appointment. Where an appropriate alternative cannot be arranged for a session already paid for, the payment for that session will be refunded in full.
10.4 Specific cancellation arrangements apply to Intensives under clause 7.
10.5 Any cancellation charge will be applied subject to applicable consumer law and will not exceed the loss we reasonably incur because of the cancellation. This clause does not affect your rights under clause 9.
11. Confidentiality and records
11.1 The content of Optimise sessions will be treated as confidential.
11.2 Katie receives regular professional supervision, which supports the quality and safety of the work. Aspects of the work may be discussed in supervision in a form that does not identify you, and supervisors are subject to obligations of confidentiality.
11.3 There may also be limited circumstances in which information needs to be disclosed without your agreement. These include where disclosure is required by law, a court or a regulator; where Katie reasonably believes there is a serious risk of harm to you or another person, including a safeguarding concern involving a child or an adult at risk; where disclosure is necessary to establish, exercise or defend legal claims; or where disclosure is otherwise necessary and lawful in exceptional circumstances.
11.4 Where reasonably possible and appropriate, Katie will seek to discuss any such disclosure with you before it is made.
11.5 Optimise may keep records relating to your work, including administrative information and working notes where these are reasonably required. Because the work may involve discussion of personal experiences, these records may sometimes contain sensitive or special-category personal information. Before the work begins, we will ask for your explicit consent to record that type of information.
11.6 Information may be processed by service providers used in operating Optimise, subject to appropriate data-protection arrangements. Personal information is handled in accordance with applicable data-protection law and the Optimise Privacy & Cookies Policy, available at https://www.optimiseyourjourney.com.
11.7 Thinking in Colour Ltd is registered with the Information Commissioner's Office under registration number ZB603928.
11.8 Neither you nor Katie may audio or video record a session, including by using transcription or artificial intelligence note-taking tools, without the other's prior written agreement.
12. Employer- or organisation-funded work
12.1 The Services may be funded by an employer or another organisation.
12.2 Unless something different has been expressly agreed beforehand, third-party funding does not give the Funder access to the content of your sessions or any right to direct the work.
12.3 Administrative information reasonably required to arrange or invoice the work may be shared with the Funder.
12.4 If a Funder requires attendance information, progress information, reporting or any other information about the work, the nature and extent of that information-sharing will be explicitly agreed with you in writing before the work begins. You may withdraw that agreement for the future at any time, although we may need to tell the Funder that reporting has stopped. Where appropriate, separate contractual arrangements will be made with the Funder.
12.5 If a Funder does not pay fees it has agreed to pay, we may pause the Services until the position is resolved. You will only be responsible for those fees if you have agreed in writing to pay them.
13. Communication between sessions
13.1 Email and WhatsApp may be used for practical and administrative communication between sessions. Using WhatsApp is optional. These channels should not ordinarily be used to continue substantive Optimise work between appointments, and you should avoid sending sensitive information through them unless it is necessary.
13.2 Messages are responded to during working hours as soon as reasonably practicable. Email, WhatsApp and other communication channels are not continuously monitored and should not be relied upon for urgent or crisis support.
14. Online sessions, technology and clients outside the UK
14.1 Optimise sessions may take place in person or online. Online sessions normally take place using Zoom. Where EMDR-informed methods are used online, we may also use Bilateral Base, a separate online platform that supports bilateral stimulation, and we will tell you before it is used.
14.2 Online Optimise may be available to clients outside the UK, subject to suitability and any legal, regulatory, professional or insurance requirements applicable to the client's location.
14.3 If requested, you must provide accurate information about the country or jurisdiction in which you will be physically located when receiving online Services, and tell Katie if this changes.
14.4 Optimise may decline or discontinue online work where providing the Services in a particular location would create legal, regulatory, insurance, safety or other material concerns. If this happens after you have paid, we will refund fees for any Services not delivered.
14.5 Clients receiving Services outside the UK remain responsible for accessing appropriate local medical, psychological, emergency or crisis services where these are needed.
14.6 You are responsible for having a reasonably suitable private space, internet connection and device for online sessions. You should not take part in an online session while driving or in any other situation where your full attention is needed for your safety or the safety of others.
14.7 Although reasonable steps are taken to use appropriate systems, internet-based communication can be affected by technical interruption.
14.8 If a session is materially disrupted by technical difficulties, Katie and you will agree a reasonable way of dealing with the lost time, which may include reconnecting, extending the session where practicable or arranging another time.
15. Optimise materials and intellectual property
15.1 The Optimise name, frameworks, models, written materials, exercises, diagrams, videos, resources and other original materials remain the intellectual property of Thinking in Colour Ltd or the relevant identified rights holder.
15.2 Materials provided to you through your work with Optimise are licensed to you for your own personal use, including after the work ends, unless expressly agreed otherwise.
15.3 They may not, without prior written permission, be reproduced, distributed, published, sold, licensed, used commercially, incorporated into another service or programme, used to train artificial intelligence systems, or used to provide services to others.
15.4 You retain ownership of your own original reflections, notes and other content that you create during or as a result of the work.
15.5 We will not use anything you share in sessions, or any content you create, in our materials, marketing or case studies without your express written permission.
16. Your participation
16.1 Optimise is collaborative. You remain responsible for your own choices, decisions and actions.
16.2 You are encouraged to raise questions, concerns or reservations about the work and to tell Katie if something does not feel useful or appropriate.
16.3 You should provide information that is reasonably relevant to determining whether the work is suitable, including any current medical or psychological treatment, and tell Katie about significant changes that may materially affect its suitability or safety.
16.4 You remain responsible for obtaining appropriate medical, mental-health, legal, financial or other specialist advice where this is required.
17. Outcomes
17.1 Psychology-informed performance and personal-development work is inherently individual.
17.2 While Optimise is designed to support understanding, development and meaningful change, no particular outcome can be guaranteed.
17.3 Examples, illustrations or descriptions of possible uses of Optimise on the website or in other materials are illustrative and should not be understood as promises that another person will experience the same result.
18. Ending the work
18.1 You may decide to end your work with Optimise at any time, subject to payment for Services already provided and any charge that applies under clause 7 or clause 10.
18.2 Katie may also decide that work should not begin or continue where, for example, Optimise no longer appears appropriate to your needs; the work falls outside the scope of the Services; continuing would create a material legal, regulatory, professional, insurance or safety concern; agreed boundaries are repeatedly not maintained; or fees remain unpaid.
18.3 Where practicable and appropriate, Katie will discuss this with you and provide reasonable notice. Where another form of support appears more appropriate, relevant signposting may be offered where reasonably possible. If we end the work, we will refund any fees you have paid in advance for Services not yet delivered.
19. Crisis and emergency support
19.1 Optimise is not a crisis or emergency service.
19.2 Email, WhatsApp and other communications with Katie are not continuously monitored and must not be relied upon for urgent support.
19.3 If you are experiencing a mental-health crisis, require urgent medical or psychological support, feel unable to keep yourself or someone else safe, or otherwise require emergency assistance, please seek appropriate help immediately.
19.4 In the UK, this may include NHS 111, your GP or out-of-hours service, Samaritans on 116 123, or 999 or your nearest A&E department in an emergency.
19.5 If you are outside the UK, please contact the appropriate emergency, crisis or healthcare service in your location.
19.6 Optimise does not replace medical, psychiatric, psychological or therapeutic care where this is required.
20. Standard of service and liability
20.1 Thinking in Colour Ltd will provide the Services with reasonable care and skill and in accordance with the information about them that we have given you.
20.2 If we do not provide the Services with reasonable care and skill, you may be entitled to ask us to repeat the relevant part of the Services or, if that is not possible or not done within a reasonable time and without significant inconvenience to you, to receive a price reduction. This is a summary of your key legal rights. For more information, visit the Citizens Advice website at https://www.citizensadvice.org.uk.
20.3 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
20.4 Where you receive the Services as a consumer, we are not responsible for business losses, such as loss of profit, loss of business, business interruption or loss of business opportunity.
20.5 Nothing in these Terms excludes or restricts any liability that cannot lawfully be excluded or restricted, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
20.6 Where Services are provided under an agreement with a Funder, our responsibility to the Funder is governed by that agreement.
21. Complaints and concerns
21.1 If you have a concern about the Services, we encourage you to raise it as soon as reasonably possible so that we have an opportunity to understand and address it.
21.2 Concerns or complaints can be sent to hello@optimiseyourjourney.com. We will acknowledge your complaint promptly, consider it fairly and aim to give you a full response within 30 days.
21.3 If we are unable to resolve your complaint, we will tell you whether an alternative dispute resolution provider is available for the dispute and whether we are willing to use it.
21.4 Nothing in this clause affects any statutory rights or remedies available to you.
22. Changes to these Terms
22.1 We may update these Terms from time to time, for example to reflect changes to the Services, business practices or applicable law.
22.2 The Terms applying to an existing contracted Service will not be changed retrospectively in a way that materially disadvantages you without an appropriate legal basis and, where required, your agreement.
22.3 The current version, showing its Effective Date, will be available on the Optimise website.
23. General terms
23.1 Events outside our control. We are not responsible for any delay or failure to provide the Services caused by events outside our reasonable control, such as serious illness, bereavement, severe weather or a failure of public utilities or communications networks. If this happens, we will tell you as soon as reasonably possible and offer an alternative appointment or refund fees paid for Services not provided.
23.2 Transfer. The Services are personal to you and to Katie. Neither of us may transfer rights or obligations under these Terms without the other's written agreement, except that we may transfer them to another company through which Katie continues to provide the Services, after telling you.
23.3 Third-party rights. These Terms are between you and us. No other person, including a Funder, has any right to enforce them.
23.4 Severability. Each clause of these Terms operates separately. If a court or relevant authority decides that any clause is unlawful or unenforceable, the remaining clauses will remain in full force and effect.
23.5 No waiver. If we do not insist that you perform any of your obligations, or delay in doing so, that does not prevent us from doing so later.
24. Governing law and jurisdiction
24.1 These Terms and any contractual relationship between you and Thinking in Colour Ltd are governed by the laws of England and Wales.
24.2 You can bring legal proceedings in respect of the Services in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.
24.3 If you are a consumer resident outside the UK, you may also benefit from mandatory consumer protections under the law of the country in which you live, which these Terms do not remove.
25. Contact
25.1 Questions about these Terms or the Services can be sent to hello@optimiseyourjourney.com.
Thinking in Colour Ltd trading as Optimise
Company number: 14318764
Registered office: Candle Cottage, Trinity Close, Carlton-Le-Moorland, Lincoln, LN5 9GP
ICO registration: ZB603928