Terms and Conditions

The Mediation Hub is a trading name of Zoe Harding, a trained mediator and member of the Family Mediation Council URN 2098T.

1. Introduction and scope

• These Terms & Conditions set out the basis on which The Mediation Hub (“we”, “us”, “the Mediator”) provide mediation services.

• A Mediation Information and Assessment Meeting (MIAM) is a standalone, individual meeting and does not commit either person to proceed to mediation.

• These Terms & Conditions apply to all joint mediation sessions and related work from the point at which both participants agree to proceed.

• Mediation can only begin once both participants have agreed to the Agreement to Mediate (ATM). The ATM explains how the mediation process works, including confidentiality, communication, and the voluntary nature of mediation.

• By booking or attending an appointment, you agree to these Terms & Conditions.

• In the event of any inconsistency between these Terms & Conditions and the Agreement to Mediate, the Agreement to Mediate will take precedence in relation to the conduct of mediation.

2. Nature of mediation

We provide an independent and impartial mediation service in line with the standards of the Family Mediation Council.

As set out in the Agreement to Mediate:

• We remain neutral and do not take sides
• We do not make decisions for you
• We do not provide individual legal advice

We may provide general information about the law and signpost you to relevant resources. You may seek independent legal advice at any stage, and we will suggest this at appropriate points, particularly before final financial decisions are made, especially where financial matters are involved.

Mediation is a voluntary process, and either participant may choose to end it at any time. We may also suspend or terminate mediation where we consider it is no longer appropriate, safe, or productive to continue.

Any decisions made or agreements reached in mediation are the responsibility of the participants.

3. Fees and payment:

• Each participant is responsible for their own fees and will be invoiced separately, unless otherwise agreed.
• Fees are payable at the time of booking. An appointment is only confirmed once payment has been received.
• A secure payment link will be provided once your appointment is arranged.
• Fees for documents (including, but not limited to, Memorandum of Understanding, Open Financial Statement, and Parenting Plans) are payable before preparation begins. A request for such work constitutes an instruction to proceed and acceptance of the relevant fee.
• We reserve the right to postpone, cancel, or suspend services where payment has not been received.
• If one participant does not pay their share of fees, we may suspend or cancel further mediation sessions.

4. Cancellations and re-booking

If you need to cancel or rearrange an appointment, please provide as much notice as possible. For the purposes of this policy, cancellation and rearrangement are treated the same.

• More than 48 hours before the scheduled start time:
  Your fee may be carried forward and used toward a rescheduled appointment within 3 months.
• Between 24 and 48 hours before the scheduled start time:
  50% of the session fee will be retained. The remaining 50% may be carried forward and used toward a new appointment within 3 months. The balance of the session fee will be due when rebooking.
• Less than 24 hours before the scheduled start time or non-attendance: The full session fee will be retained.

For joint mediation sessions:

• If both participants have paid but only one attends, the absent participant’s fee will be retained in accordance with the above timeframes.
• The attending participant’s fee may be carried forward to a rebooked joint session within 3 months.

5. Confidentiality and information

• Confidentiality is a fundamental part of mediation.
• By taking part in mediation, you agree to the confidentiality provisions set out in the Agreement to Mediate, which form part of your overall agreement with us.
• We may disclose information where required to do so by law, or where there are safeguarding concerns or risks of serious harm, in line with our professional obligations.
• We may discuss your case with our Professional Practice Consultant (PPC) or a co-mediator for supervision, training, or professional support. This will be done in accordance with our professional obligations, and information will be anonymised where appropriate.
• You agree not to call us, the mediator(s), to give evidence in court or to seek disclosure of our notes or records, except where required by law or ordered by a court.

6. Communication and participation

Mediation relies on openness, transparency, and respectful communication.

As reflected in the Agreement to Mediate:

• Communication about your case will generally take place during mediation sessions.
• Outside of sessions, communication will usually be limited to administrative matters.
• Information shared with us will normally be shared with all participants unless otherwise agreed.

You agree to engage constructively and respectfully in the mediation process.

7. Your responsibilities

You agree to:

• Provide information that is complete and accurate to the best of your knowledge
• Attend sessions as agreed
• Pay fees in accordance with these Terms
• Comply with the Agreement to Mediate

We do not verify the completeness or accuracy of the information provided. You remain responsible for ensuring that any information you provide is accurate and complete.

8. Third parties and external advice

• We are not responsible for the advice, actions, or fees of any third parties (including legal or financial advisers).
• You may seek independent advice at any time. We strongly encourage you to do so before finalising any agreement.
• Third parties may only attend mediation with the agreement of all participants, as set out in the Agreement to Mediate.

• The same mediator will work with you throughout the mediation process, providing continuity in the handling of your case. We may, where appropriate, involve a co-mediator to join the process. Any such mediator will be bound by the same professional and confidentiality obligations. If we are unable to continue acting, mediation will come to an end, and we will discuss your options with you.

9. Suspension and termination

Mediation is a voluntary process and may end as set out in the Agreement to Mediate.

We may suspend or terminate our services where:

• fees are not paid
• a conflict of interest arises
• we consider mediation to be no longer appropriate, safe, or workable
• we are unable to continue due to circumstances beyond our reasonable control

Where mediation ends, any fees already paid are non-refundable but may be carried forward or retained in accordance with our cancellation policy.

10. Limitation of liability

We will provide our services with reasonable care and skill, in line with the standards expected of a professional mediator.

To the extent permitted by law:

• We are not responsible for the outcome of mediation or any agreements reached
• We are not liable for any indirect or consequential loss
• We are not liable for loss arising from incomplete or inaccurate information provided by participants
• Our total liability arising from our services shall be limited to the total fees paid by you for those services

We limit our liability to the extent permitted by law.

11. Data protection

• We process personal data in accordance with applicable data protection laws and our Privacy Policy.
• Your personal data will be used for the purposes of providing mediation services and meeting our professional and regulatory obligations.
• While we take reasonable care in handling personal information, no system of communication or data transmission is entirely secure. We cannot guarantee that communications will be free from error or interception.

12. Complaints

• We aim to provide a professional and supportive service in line with the standards of the Family Mediation Council.
• If you have any concerns, please raise them with us in the first instance so that we have the opportunity to address them. You can contact us at hello@themediationhub.com.
• A copy of our complaints procedure is available on request.
• If your complaint is not resolved through our internal complaints process, you may refer your complaint to the Family Mediation Council. Further details of their complaints process are available on their website

13. Governing Law

These Terms & Conditions are governed by the law of England and Wales and subject to the jurisdiction of the courts of England and Wales.

14. Changes to these Terms

We may update these Terms & Conditions from time to time. The version in place at the start of your mediation will apply to your matter. If further mediation takes place at a later date, we may ask you to agree to an updated version. The current version is available on our website.

Last updated 3 May 2026