Service terms

A clear agreement for support

Draft dated 19 August 2026 · These terms require professional review and completion before paid bookings open.

1. The provider and the agreement

Emotional Life Support is a trading name of DM4L LTD, a company registered in England and Wales under number 13764105, with registered office at 30 London Road, Sawbridgeworth, England, CM21 9JS (“we”, “us”). These terms, the written offer summary and the privacy notice form the agreement with the adult buying the service (“you”). A contract begins only when we send written acceptance after the suitability conversation. Website descriptions are invitations to discuss the service, not automatic acceptance of an order.

Launch action: add the public service email address and VAT registration number to the final agreement and invoices.

2. Eligibility and scope

The launch service is for adults aged 18 or over who are resident in England or Wales and want non-clinical emotional and practical support relating to separation, divorce or rebuilding. It is not psychotherapy, counselling, healthcare, crisis response, domestic-abuse advocacy, mediation, legal, financial, tax or medical advice. It is not a substitute for a regulated professional and does not create legal professional privilege.

We may decline or pause work when the service is unsuitable or cannot be delivered safely, while making reasonable adjustments and, where appropriate, signposting another service. We do not guarantee a particular emotional, relationship, legal or financial outcome.

3. The monthly offers

Standard Support: £1,200 including VAT

• a rolling monthly agreement;
• two private two-hour sessions each week, making eight sessions in total; and
• administrative contact for arranging the sessions.

Enhanced Support: £3,000 including VAT

• a rolling monthly agreement;
• five private two-hour sessions each week, making 20 sessions in total; and
• administrative contact for arranging the sessions.

Divorce Concierge: £10,000 including VAT

• a rolling monthly agreement;
• on-demand emotional and practical support, with priorities agreed in writing;
• priority response;
• organisation of client-supplied correspondence, chronologies, deadlines, next steps and questions for qualified advisers;
• emotional and practical support preparing for, attending and debriefing after professional appointments;
• communication-management support to reduce pressure and stress; and
• administrative liaison with professional advisers only where you give specific written authority.

Each offer renews monthly unless either party gives at least 30 days' written notice to end it. Payment is due in advance on the same calendar date each month as the first payment. Travel outside the agreed local area is optional and must be separately agreed in writing, including the price, before it is incurred. Concierge work does not include contact with a former partner, legal, financial or tax advice, authority to make decisions, or access to money, passwords or accounts.

4. Appointments and communication

Sessions take place remotely or at an agreed suitable location. Administrative messages are answered during the working hours stated in the offer summary and are not monitored as a crisis channel. We do not communicate with a former partner, make decisions for you, impersonate you, hold your money or passwords, or send legal or financial communications in your name.

If you give at least 48 hours' notice, we will make reasonable efforts to reschedule within the current monthly billing period. A session cancelled later or missed may be treated as used, except where that would be unfair in the circumstances. If we cancel, we will reschedule or refund the affected part of the service.

5. Price and payment

Consumer prices include VAT at the applicable rate. The written offer will state the monthly price, first payment date and accepted method. Payment is due in advance each month on the same calendar date as the first payment. Payment is not taken through this website at launch. We may suspend future sessions for an overdue amount after giving reasonable notice, but this does not remove your statutory rights or our obligation to act fairly.

6. Your 14-day cancellation right

For a distance or off-premises contract, you normally have 14 days from the day after the contract is made to cancel without giving a reason. You can do so by sending a clear statement to the public service email or registered office. A model form will be supplied with the final agreement, but you do not have to use it.

We will not start during that period unless you expressly request an early start after receiving this information. If you request an early start and then cancel, we may charge a fair proportion for services actually supplied up to cancellation, using the agreed scope and calculation set out in your written offer. We will confirm that calculation before taking payment. The right is not lost merely because a service has started; it can end only when the law permits and the service has been fully performed following the required express request and acknowledgement.

7. Confidentiality, safety and privacy

We keep information private and use it as described in the privacy notice, but confidentiality is not absolute. We may disclose the minimum necessary where there is a credible serious risk of harm, a child or adult-at-risk safeguarding concern, a legal requirement, or a need to establish or defend legal rights. Sessions are not recorded unless a separate written agreement and lawful basis are in place.

8. Ending or pausing the service

Either party may end the service by giving at least 30 days' written notice. If you end after the cooling-off period, any refund will reflect work already provided, capacity reasonably reserved and sums the law permits us to retain. We will not impose a disproportionate charge. We may end or pause immediately for serious safety concerns, abusive conduct, an unmanaged conflict or a request outside scope, and will refund any clearly undelivered part unless the law allows otherwise.

9. Service standard, responsibility and complaints

We will provide the service with reasonable care and skill. Nothing in these terms excludes liability that cannot legally be excluded, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights. You remain responsible for your decisions and for obtaining regulated advice where needed, but this does not excuse our failure to use reasonable care.

Please raise a concern promptly using the public service email or registered office. We will acknowledge it, investigate fairly and provide a written response. The final complaints process will identify any relevant alternative dispute resolution route after professional review.

10. General

If one term is unenforceable, the remainder continues. A delay in enforcing a right is not a waiver. No third party has a right to enforce this agreement. English law applies and the courts available to you under consumer law retain jurisdiction. These terms do not remove mandatory rights in another UK nation if the service is later offered there.