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Terms & Policies

Here's the fine print: how I work with clients, how your information is handled, and what to do if something's not sitting right. If anything here raises a question, just ask.

Section 1: Terms of Service

Section 2: Privacy Policy

Section 3: Complaints Procedure

Section 4: AI Transparency & Responsible Use Statement

Section 1: Terms of Service

Effective Date: 15 June 2026 | Version 1.0

1. Introduction: These Terms of Service govern the provision of counselling services offered by Quirky Compass. By booking, purchasing, participating in, or otherwise engaging with services provided by Quirky Compass, clients acknowledge that they have read, understood, and agree to these Terms of Service.

2. Services: Quirky Compass provides online counselling services designed to support emotional wellbeing, personal growth, self-understanding, life challenges, relationships, identity exploration, resilience, and life transitions. Services are generally provided remotely unless otherwise agreed. Quirky Compass reserves the right to modify, suspend, or discontinue services where necessary for professional, ethical, legal, or operational reasons.

3. Scheduling and Appointments: Appointments are scheduled through Calendly or another approved scheduling system. Clients are responsible for attending appointments at the agreed time and ensuring access to a suitable internet connection and private environment for online sessions. Quirky Compass reserves the right to reschedule appointments where reasonably necessary.

4. Cancellation and Rescheduling: Clients are requested to provide at least twenty-four (24) hours' notice when cancelling or rescheduling an appointment. Appointments cancelled with less than twenty-four (24) hours' notice may be forfeited or charged in full. Exceptions may be made at the discretion of Quirky Compass in cases of emergency or exceptional circumstances.

5. Fees and Payment: Fees will be communicated prior to the commencement of services. Payment may be made through PayPal or another approved payment method. Unless otherwise agreed, payment is due in accordance with the terms stated on the applicable invoice. Quirky Compass reserves the right to suspend or decline services where payment obligations remain outstanding.

6. Materials and Intellectual Property: Materials, resources, worksheets, exercises, summaries, and other content provided by Quirky Compass remain the intellectual property of Quirky Compass unless otherwise stated. Such materials are provided for the client's personal use only and may not be copied, reproduced, distributed, modified, sold, or shared without prior written permission.

7. Additional Services: Services requested beyond the scope of an agreed service package may incur additional fees. Any additional fees will be communicated before additional work is undertaken.

8. Privacy, Confidentiality, and Consent 
Privacy, confidentiality, data protection, and informed consent practices are governed by the following Quirky Compass documents:

  • Privacy Policy;

  • Client Agreement & Informed Consent;

  • AI Transparency & Responsible Use Statement;

  • Complaints Procedure.

Clients are responsible for reviewing these documents before participating in services.

9. Relationship to Other Policies: These Terms of Service should be read together with all applicable Quirky Compass policies and agreements. Where another Quirky Compass policy or agreement provides additional obligations, requirements, or protections, those provisions shall continue to apply.

10. Limitation of Liability: To the maximum extent permitted by applicable law, Quirky Compass shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from or related to the use of services. Nothing in these Terms of Service excludes liability where such exclusion would be unlawful.

11. Governing Law: These Terms of Service shall be governed by and interpreted in accordance with the laws of the Netherlands. Any disputes arising from these Terms of Service shall be subject to the applicable laws and courts of the Netherlands unless otherwise required by law.

12. Changes to These Terms: Quirky Compass reserves the right to update these Terms of Service from time to time. The most current version will be made available to clients and published on any official Quirky Compass website.

13. Contact:
Quirky Compass
KvK: 42091406
Whitney-Amanda Britten, Counsellor
Email: policies@quirkycompass.com
Correspondence Address: 3076JC Rotterdam, Netherlands

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Section 2: Privacy Policy

Effective Date: 15 June 2026 | Version 1.0

1. Introduction: Quirky Compass is an online counselling practice based in the Netherlands. Quirky Compass is committed to protecting your privacy and handling your personal information in accordance with the General Data Protection Regulation (GDPR), Dutch privacy legislation, and applicable professional and ethical obligations. This Privacy Policy explains how personal information is collected, used, stored, protected, and shared when you contact Quirky Compass, enquire about services, book appointments, participate in counselling sessions, or otherwise engage with counselling services.

2. Data Controller: 
Quirky Compass
Email: policies@quirkycompass.com
Correspondence Address: 3076JC Rotterdam, Netherlands
For the purposes of GDPR, Quirky Compass acts as the Data Controller for the personal information described in this Privacy Policy.

3. Who This Policy Applies To
This Privacy Policy applies to:

  • Prospective clients

  • Current clients

  • Former clients

  • Individuals who contact Quirky Compass regarding services

4. Information Collected

Identity and Contact Information
Quirky Compass may collect:

  • Full name

  • Email address

  • Telephone number

  • Emergency contact information (where applicable)

Appointment Information
Quirky Compass may collect:

  • Booking information

  • Appointment history

  • Scheduling preferences

  • Session attendance records

Counselling Information
Quirky Compass may collect information voluntarily provided during counselling services, including:

  • Personal circumstances

  • Emotional wellbeing concerns

  • Goals and objectives

  • Session notes

  • Progress-related information

This information may constitute special category personal data under GDPR.

Communication Records
Quirky Compass may retain records of:

  • Emails

  • Messages

  • Administrative communications

  • Client enquiries

Payment Information
Payments are processed through PayPal or other approved payment providers. Quirky Compass does not store full payment card information. However, Quirky Compass may retain:

  • Payment confirmations

  • Transaction references

  • Invoices

  • Accounting records

5. How Information Is Collected
Information may be collected through:

  • Direct communication

  • Email correspondence

  • Calendly appointment bookings

  • Online counselling sessions

  • Documents voluntarily provided by clients

  • Payment transactions

6. Purpose of Processing
Personal information is processed to:

  • Respond to enquiries

  • Assess suitability for counselling services

  • Schedule appointments

  • Deliver counselling services

  • Maintain professional records

  • Process payments

  • Communicate regarding services

  • Comply with legal obligations

  • Protect client safety

  • Resolve disputes or complaints

  • Improve administrative processes

7. Legal Basis for Processing

Depending on the circumstances, processing may be based on:

Contractual Necessity — Where processing is required to provide counselling services.
Consent — Where you voluntarily provide information or where consent is legally required.
Legal Obligations — Where records must be maintained to comply with applicable laws.
Legitimate Interests — Where processing is necessary to operate and manage the counselling practice responsibly.
Special Category Data — Where counselling-related information constitutes special category personal data under GDPR, processing is carried out only where a lawful basis exists under Article 9 GDPR, including explicit consent and/or the provision of counselling services in accordance with applicable law.

8. Third-Party Service Providers
To operate Quirky Compass, trusted third-party providers are used, including:

  • Google Workspace (email)

  • Google Meet (video sessions)

  • Google Drive and Google Docs (secure document storage)

  • Calendly (appointment scheduling)

  • PayPal (payment processing)

  • Instagram (public communications and marketing)

These providers may process personal information on behalf of Quirky Compass in accordance with their own privacy policies and applicable data protection laws.

9. International Clients and Data Transfers: Quirky Compass serves clients internationally. Personal information may be processed or transferred outside your country of residence. Where personal information is transferred outside the European Economic Area (EEA), reasonable safeguards will be implemented in accordance with GDPR requirements.

10. Confidentiality: Information shared during counselling services is treated as confidential. Information will not normally be disclosed without your consent unless:

  • Disclosure is required by law

  • There is a serious and immediate risk of harm to you or another person

  • A court, regulatory authority, or lawful government request requires disclosure

  • Disclosure is otherwise permitted or required by applicable law or professional obligations

Where disclosure becomes necessary, only the minimum information reasonably required will be disclosed.

11. Data Retention: Client records are retained for seven (7) years following the last counselling session or final client contact.

Records may be retained longer where:

  • Required by law

  • Required by insurance obligations

  • Necessary for the resolution of disputes or complaints

  • Necessary to protect legal rights

Records no longer required will be securely deleted or anonymised.

12. Data Security

Reasonable technical and organisational safeguards are used to protect personal information, including:

  • Password protection

  • Multi-factor authentication where available

  • Secure cloud storage

  • Device security measures

  • Restricted access to client records

While reasonable efforts are made to protect information, no electronic system can guarantee absolute security.

13. Data Breaches: In the event of a personal data breach that is likely to result in a risk to the rights and freedoms of individuals, Quirky Compass will take appropriate action in accordance with applicable data protection laws, including notification of relevant authorities and affected individuals where required.

14. Minors: Quirky Compass currently provides counselling services to adult clients only (18 years of age or older). This Privacy Policy will be updated if that changes.

15. Your Rights Under GDPR

Subject to applicable law, you may have the right to:

  • Access your personal information

  • Correct inaccurate information

  • Request deletion of personal information

  • Restrict processing

  • Object to processing

  • Withdraw consent

  • Request data portability

  • Lodge a complaint with a supervisory authority

Requests may be submitted to: policies@quirkycompass.com

Quirky Compass will respond to verified requests regarding personal data within one (1) month, unless a lawful extension is permitted under applicable data protection laws.

16. Complaints: If you have concerns regarding how your personal information is handled, you are encouraged to contact Quirky Compass directly. Complaints will be acknowledged within 5 working days and receive a full written response within 20 working days, in accordance with the Quirky Compass Complaints Procedure. If a complaint relating to services more broadly cannot be resolved directly, you have the right to escalate it to an independent klachtenfunctionaris (complaints officer) and, subsequently, to a recognised geschilleninstantie (disputes body), in accordance with the Wet Kwaliteit, Klachten en Geschillen Zorg (WKKGZ). You may also lodge a complaint with the relevant data protection authority, including the Dutch Data Protection Authority (Autoriteit Persoonsgegevens), at any time.

17. Changes to This Policy: This Privacy Policy may be updated periodically. The latest version will always be made available to clients and published on any official Quirky Compass website.

18. Contact:
Quirky Compass
KvK: 42091406
Whitney-Amanda Britten, Counsellor
Email: policies@quirkycompass.com
Correspondence Address: 3076JC Rotterdam, Netherlands

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Section 3: Complaints Procedure

Effective Date: 8 July 2026 | Version 1.0

1. Introduction: Quirky Compass is committed to providing professional, ethical, and client-centred counselling services. Client satisfaction and wellbeing are central to everything Quirky Compass does. If you are dissatisfied with any aspect of the services provided, this document explains how to raise a complaint, how it will be handled, and what options are available to you if you remain unsatisfied. This complaints procedure has been established in accordance with the Wet Kwaliteit, Klachten en Geschillen Zorg (WKKGZ) and applicable Dutch professional standards for practitioners offering counselling services.

2. Scope: This procedure applies to all current and former clients of Quirky Compass, and any individual who has engaged with Quirky Compass services.

Complaints may relate to:

  • The quality, conduct, or appropriateness of services provided

  • Professional behaviour or communication

  • Privacy, confidentiality, or data handling concerns

  • Cancellation, rescheduling, or payment matters

  • Any other concern arising from the client relationship with Quirky Compass

3. Step 1 — Direct Contact with Quirky Compass: In the first instance, clients are encouraged to raise concerns directly with Quirky Compass. Many concerns can be resolved quickly and informally through open and respectful conversation.

How to raise a complaint:

  • Email: policies@quirkycompass.com

  • Subject line: Complaint — [brief description of your concern]

  • Please include your name, a description of your complaint, and the outcome you are seeking

What will happen:

  • You will receive a written acknowledgement within 5 working days of receipt

  • A full written response will be provided within 20 working days

  • Where additional time is required, you will be notified in writing with a revised timeline and the reason for the extension

All complaints are handled with confidentiality, respect, and professional care. Raising a complaint will not negatively affect the services you receive from Quirky Compass.

4. Step 2 — Independent Klachtenfunctionaris (Complaints Officer): If you are not satisfied with the response from Quirky Compass, or if you prefer not to raise the matter directly, you have the right under the WKKGZ to contact an independent klachtenfunctionaris (complaints officer). The klachtenfunctionaris is independent of Quirky Compass and can:

  • Listen to your complaint without taking sides

  • Help mediate between you and Quirky Compass

  • Provide advice and guidance on further steps available to you

This service is free of charge to clients. Contact details for the applicable klachtenfunctionaris are available upon request from Quirky Compass.

5. Step 3 — Geschilleninstantie (Disputes Body): If your complaint cannot be resolved through direct contact or through the klachtenfunctionaris, you have the right under the WKKGZ to submit a formal dispute to a recognised geschilleninstantie (disputes body). The geschilleninstantie can:

  • Conduct an independent review of the dispute

  • Make a binding ruling

  • Award compensation of up to €25,000 where applicable

Submitting a dispute to the geschilleninstantie does not affect your right to take legal action through the Dutch courts. Contact details for the applicable geschilleninstantie are available upon request.

6. Timeframes at a Glance: Stage — Timeframe

Acknowledgement of complaint — Within 5 working days

Full written response — Within 20 working days

Escalation to klachtenfunctionaris — If unresolved after Step 1

Escalation to geschilleninstantie — If unresolved after Step 2

7. Record Keeping: All complaints received by Quirky Compass are recorded internally and handled with strict confidentiality. Records are retained for 7 years following resolution, in accordance with the Quirky Compass Privacy Policy and applicable Dutch law. Complaint records are used solely for the purposes of resolution, service improvement, and compliance with legal and professional obligations. They will never be used to the detriment of the client who raised the complaint.

8. No Detriment: Raising a complaint will not result in any negative consequences for your access to, or the quality of, services provided by Quirky Compass. All clients who raise complaints are treated with the same respect, professionalism, and care as all other clients.

9. Contact: 
Quirky Compass
KvK: 42091406
Whitney-Amanda Britten, Counsellor

Email: policies@quirkycompass.com
Correspondence Address: 3076JC Rotterdam, Netherlands

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Section 4: AI Transparency & Responsible Use Statement

Effective Date: 15 June 2026 | Version 1.0

1. Introduction Quirky Compass is committed to providing ethical, professional, and client-centred counselling services. As part of ongoing business operations, Quirky Compass may use artificial intelligence (AI) tools to support certain administrative, educational, and content-development activities. This statement explains how AI may be used within the practice and the safeguards in place to protect client privacy, confidentiality, and professional standards.

2. How AI May Be Used AI tools may be used to assist with:

  • Administrative tasks;

  • Creating educational materials and resources;

  • Developing worksheets, exercises, and informational content;

  • Website, marketing, and social media content;

  • Business planning and operational support.

AI is used as a support tool only.

3. How AI Is Not Used AI does not replace professional judgment, counselling expertise, ethical decision-making, or the counselling relationship. Quirky Compass does not rely on AI to:

  • Make counselling decisions on behalf of clients;

  • Provide counselling services independently;

  • Diagnose mental health conditions;

  • Deliver psychotherapy or clinical treatment;

  • Replace professional assessment or judgment.

All counselling-related decisions remain the responsibility of Quirky Compass.

4. Human Review and Oversight Any materials created with the assistance of AI are reviewed, edited, and approved by Quirky Compass before being shared with clients or the public. AI-generated content is never accepted without professional review and consideration. Quirky Compass remains responsible for the accuracy, appropriateness, and quality of all materials provided.

5. Client Confidentiality and Privacy Protecting client confidentiality remains a priority. Quirky Compass does not intentionally submit identifiable client information, counselling records, confidential communications, or personal data to publicly available AI systems unless appropriate safeguards, legal requirements, and client consent have been considered. Any use of technology within the practice is subject to the privacy, confidentiality, and data protection commitments described in the Quirky Compass Privacy Policy.

6. Client Rights Clients may ask questions regarding the use of AI within the practice at any time. Quirky Compass is committed to being transparent about technology use and will provide reasonable information regarding AI-related practices when requested.

7. Future Changes As AI technology continues to evolve, Quirky Compass may update this statement as needed. The most current version will be made available to clients and published on any official Quirky Compass website.

8. Contact:
Quirky Compass
KvK: 42091406
Whitney-Amanda Britten, Counsellor
Email: policies@quirkycompass.com
Correspondence Address: 3076JC Rotterdam, Netherlands

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