Payment Terms

Version: v1.0-temp · Last updated: 13 July 2026 · Effective: from the date this version is published at cbtflow.com/legal/payment-terms

Provider: Digita1 OÜ, trading as CBT Flow · Contact: legal@cbtflow.com

1. Who these Payment Terms are between

These Payment Terms are an agreement between:

• Digita1 OÜ, an Estonian private limited company with registry code 17003669, VAT number EE102745881, and registered office at Sepapaja tn 6, 15551 Tallinn, Harju maakond, Estonia, trading as CBT Flow (we, us or CBT Flow); and
• the UK-established therapist or practice identified in the CBT Flow account and Stripe onboarding information (you or the Practice).

If you practise in your own name, you contract personally. If the Practice is a company, partnership or other legal entity, that entity contracts and the person accepting these Payment Terms confirms that they have authority to bind it.

These Payment Terms apply only to business use. They do not form the contract for therapy between the Practice and a client.

2. How these Payment Terms fit with the other contracts

These Payment Terms supplement the CBT Flow Platform Terms. You must accept them separately before CBT Flow enables client payments for the Practice.

Stripe also has its own agreement with the Practice for the Stripe Express connected account. CBT Flow is not a party to that agreement and does not replace it.

If documents conflict, the following order applies for the subject concerned:

1. a signed order form, but only where it expressly changes these Payment Terms;
2. these Payment Terms, for client-payment matters;
3. the Platform Terms;
4. the Data Processing Agreement, for processing Practice-controlled personal data; and
5. referenced policies and operating guidance.

The Stripe agreement governs the Practice's relationship with Stripe. Nothing in these Payment Terms changes Stripe's rights or obligations.

3. Definitions

In these Payment Terms:

• Application Fee means the fee CBT Flow charges the Practice for a successful Client Payment, as set out in section 8.
• Client means a person who receives or is due to receive services from the Practice.
• Client Payment means a card or other supported payment initiated through CBT Flow for services supplied by the Practice.
• Connected Account means the Practice's UK Stripe Express connected account linked to CBT Flow.
• Dispute includes a chargeback, payment dispute, reversal, retrieval request or similar claim raised through Stripe or a payment network.
• Payment Services means the CBT Flow features that allow the Practice to request, receive, administer and reconcile Client Payments using Stripe Connect.
• Platform Terms means the current CBT Flow Therapist Platform Terms accepted by the Practice.
• Refund means a full or partial repayment of a Client Payment.
• Stripe means the Stripe entity or entities that provide the applicable payment and Connected Account services.

4. The Practice supplies the therapy

The Practice, not CBT Flow:

• supplies therapy and any other professional service to the Client;
• decides whether to accept the Client and whether the service is suitable;
• sets the price, cancellation policy and refund policy for that service;
• enters into and performs the therapy contract with the Client;
• issues any therapy invoice or other client-facing tax document in its own name;
• handles therapy complaints, service quality, cancellations and clinical matters; and
• is responsible for professional, tax, consumer, safeguarding, confidentiality and record-keeping obligations that apply to its services.

CBT Flow supplies software and facilitates the technical payment flow. CBT Flow does not provide therapy, receive clinical fees as the supplier of therapy, or assume responsibility for a therapeutic outcome.

The Practice appoints CBT Flow on a limited basis to create and administer Client Payments through the agreed Stripe Connect configuration, deduct the Application Fee, pass payment information and instructions to Stripe, and take the recovery steps described in these Payment Terms. This appointment does not make CBT Flow the Practice's general agent and does not authorise CBT Flow to make clinical or commercial decisions for the Practice.

5. Stripe and the Connected Account

To use Payment Services, the Practice must:

• be established in the United Kingdom and remain eligible for a UK Stripe Express connected account;
• complete Stripe's onboarding, identity, business, bank and other verification requirements;
• accept and comply with the current Stripe Connected Account Agreement and other applicable Stripe terms;
• maintain accurate legal name, trading name, address, contact, bank, tax, statement descriptor and service information;
• keep all required Stripe capabilities active; and
• provide information reasonably requested by Stripe or CBT Flow for compliance, fraud prevention or payment support.

Stripe controls its onboarding, verification, payment acceptance, reserves, risk reviews, payout schedules and account restrictions. CBT Flow cannot guarantee that Stripe will approve or continue a Connected Account, accept a payment or pay out funds by a particular time.

The Practice authorises CBT Flow to send Stripe the information and instructions reasonably required to provide Payment Services, and to receive Connected Account, transaction, balance, payout, refund, dispute and compliance information from Stripe for those purposes.

6. How Client Payments flow

Client Payments are created through Stripe Connect as destination charges on behalf of the Practice: the payment amount is transferred to the Practice's Connected Account and CBT Flow's Application Fee is deducted from the payment flow.

The Practice remains the supplier of therapy. Checkout, receipts and practice-issued invoices must identify the Practice accurately. The Client's bank or card statement shows the Practice's own trading name, using the statement descriptor confirmed during Stripe onboarding; the Practice must keep that descriptor accurate.

7. Client prices and checkout information

The Practice must ensure that, before a Client commits to pay:

• the Practice's correct legal or trading identity is shown;
• the service and total price are clear;
• any relevant cancellation and refund terms are made available;
• the Practice's contact route for service or refund questions is shown; and
• information supplied to CBT Flow for checkout, receipts and invoices is complete and accurate.

The Practice must not describe CBT Flow as the therapist, healthcare provider or supplier of the therapy. It must not use the Payment Services for a product or service prohibited by Stripe, law or CBT Flow's acceptable-use rules.

8. Application Fees

For each successful Client Payment, CBT Flow charges the Practice:

The Application Fee is the total ordinary per-payment deduction CBT Flow makes: CBT Flow absorbs Stripe's ordinary payment-processing costs within it. Flow Team is not available yet and has no Application Fee under these Payment Terms.

The applicable fee is the rate for the Practice's active plan when the Client Payment is created, and is recorded against the transaction. The percentage is calculated on the gross Client Payment, rounded to the nearest penny. The Application Fee may be deducted from the payment flow before funds reach the Connected Account.

CBT Flow will make available a transaction record and issue a consolidated monthly invoice to the Practice showing the Application Fees deducted for that period, subject to any corrections, Refunds or Disputes. Invoices state the applicable VAT treatment; these Payment Terms do not claim that any therapy service or platform fee is VAT-exempt.

9. Changes to Application Fees

CBT Flow may change an Application Fee only prospectively and will give the Practice at least 60 days' notice before the new fee takes effect. The notice will state the new fee and effective date.

The Practice may stop using Payment Services before the change takes effect. Transactions created before the effective date remain subject to the fee recorded for those transactions, except for a correction of an obvious calculation or system error.

A change required sooner by law, a regulator, a card network or Stripe will be made only to the extent reasonably necessary. CBT Flow will give as much notice as reasonably possible and will explain the reason, subject to legal or security restrictions. If the Practice does not accept such a change, it may stop using Payment Services and, where the change materially disadvantages it, end Payment Services under section 16.

10. Refunds

The Practice normally decides whether to make a Refund under its contract with the Client and instructs it through the supported CBT Flow or Stripe process.

For a properly processed Refund:

• the Practice funds the refunded amount from its Connected Account balance or another method Stripe lawfully applies, and the related transfer is reversed;
• the Application Fee for a successfully processed Client Payment is normally non-refundable, reflecting that the underlying processing cost of the original payment is normally not returned;
• CBT Flow will refund or credit the corresponding Application Fee (in full, or proportionally for a partial Refund) only where the Refund results from a CBT Flow error, a duplicate charge, a legal or regulatory requirement, or expressly agreed goodwill; and
• Stripe fees or other external costs are treated according to Stripe's rules and the applicable transaction record.

CBT Flow may initiate or require a Refund without the Practice's prior approval only where reasonably necessary to comply with law, a regulator, Stripe or card-network requirements, prevent or respond to fraud, or protect the Platform, Clients or other users from an urgent and material risk. CBT Flow will notify the Practice promptly where lawful and reasonably practicable.

If the Connected Account has insufficient funds, the resulting amount becomes payable by the Practice and may be recovered under section 12.

The Practice is responsible for issuing any required corrected invoice or credit note to the Client. CBT Flow's refund action does not decide whether the Practice owed the Client a Refund as a matter of therapy contract or law.

11. Disputes and chargebacks

The Practice bears the full financial effect of a Dispute relating to its Client Payment, including:

• the disputed amount;
• any Stripe, card-network or other relevant dispute fee;
• a provisional debit while the Dispute is considered; and
• other directly attributable sums that Stripe charges CBT Flow for that Dispute, to the extent permitted by law and properly evidenced.

This allocation applies even if Stripe initially debits CBT Flow because of the technical charge model.

The Practice must:

• respond within the deadline shown in the notice;
• provide accurate and lawful evidence, such as the therapy invoice, appointment record, service description, relevant cancellation/refund terms and permitted communications;
• avoid sending unnecessary clinical or special-category information;
• cooperate with reasonable requests from CBT Flow and Stripe; and
• preserve relevant records while the Dispute remains open.

CBT Flow may help transmit evidence but does not decide the Dispute and does not guarantee success. If a Dispute is won or money is otherwise returned, CBT Flow will reconcile the recovered amount to the Practice after deducting any sums that remain due and after Stripe makes the recovery available.

12. Recovery of amounts the Practice owes

If CBT Flow or Stripe pays, reverses, debits or becomes liable for an amount that these Payment Terms allocate to the Practice, the Practice authorises CBT Flow, to the extent technically available and lawful, to recover it in this order:

1. reverse a transfer or debit the Connected Account balance;
2. set the amount off against future Client Payments, transfers, payouts, refunds or other sums payable to the Practice through CBT Flow;
3. issue an invoice, payable within 14 days;
4. suspend new Client Payments while the amount remains unpaid; and
5. recover the outstanding debt after the Platform Terms or Payment Services end.

The Practice must promptly notify CBT Flow if it disputes a recovery item and explain the basis with supporting records. The undisputed part remains payable. CBT Flow will provide a transaction-level explanation reasonably sufficient to reconcile the amount.

No clause in these Payment Terms itself creates a bank-account or card debit mandate. CBT Flow may use such a route only where a valid separate mandate and the relevant Stripe or payment rules permit it.

13. Payouts, reserves and negative balances

Stripe controls payout timing and may delay, reserve, withhold, reverse or restrict funds under its terms. CBT Flow does not guarantee a payout date or uninterrupted access to funds.

Where the Connected Account balance is negative, the Practice must restore it as Stripe requires and remains liable to CBT Flow for any amount allocated to it under these Payment Terms. CBT Flow will not impose a separate reserve unless that capability, legal basis and operating process are approved and notified before use.

14. Fraud, misuse and monitoring

The Practice must not use Payment Services for unlawful, misleading, fraudulent or unauthorised transactions, to disguise the true supplier or service, or to evade Stripe or card-network rules.

CBT Flow and Stripe may monitor transaction and account information for security, fraud, compliance and service operation. CBT Flow may request information, delay an instruction where technically possible, or restrict Payment Services where reasonably necessary to investigate a material risk. Any processing of personal data remains subject to the applicable privacy notice and Data Processing Agreement.

15. Suspension

CBT Flow may suspend all or part of Payment Services where:

• Stripe restricts or closes the Connected Account or a required capability;
• the Practice has not accepted the current Payment Terms;
• information required for payment or compliance is missing, inaccurate or misleading;
• CBT Flow reasonably suspects fraud, security compromise, unlawful use or material risk to a Client or the Platform;
• an amount due under these Payment Terms remains unpaid; or
• the Practice materially breaches these Payment Terms or the Platform Terms.

CBT Flow will give notice and a reasonable opportunity to remedy the issue where it is lawful and safe to do so. Suspension does not remove existing refund, Dispute, reconciliation or payment obligations.

16. Ending Payment Services

Either party may end the Practice's use of Payment Services by giving notice, subject to outstanding transactions and the Platform Terms. CBT Flow may end Payment Services immediately where continued use would be unlawful, Stripe no longer supports it, the Connected Account is terminated, or a material breach or serious risk cannot reasonably be addressed by suspension.

After Payment Services end:

• the Practice cannot create new Client Payments through CBT Flow;
• pending payments, Refunds, Disputes and reconciliations continue to completion where possible;
• the Practice remains liable for amounts arising from Client Payments made before termination;
• sections on records, recovery, confidentiality, liability, governing law and any other provision intended by its nature to survive will continue; and
• ending Payment Services does not itself end the Platform subscription unless the Platform Terms say otherwise.

17. Records and reconciliation

The Practice must retain the business, service, tax and transaction records required by law and its professional obligations. CBT Flow will provide the payment records its product supports and will retain its own billing, payment-ledger, fraud, security, contract and legal-claims records under the applicable retention schedule.

The Practice must review transaction and monthly fee records promptly and report an apparent error without unreasonable delay. This does not remove any non-excludable legal right to challenge an error.

18. Data protection and confidentiality

Each party must protect confidential information it receives and use it only for the agreement, compliance or another lawful purpose.

The Practice normally controls its Client's clinical record and CBT Flow normally processes that information under the Data Processing Agreement. CBT Flow acts separately as controller for specified account, payment-administration, fraud, security, legal and compliance purposes described in the relevant privacy notice. Stripe's role depends on its own services and terms.

The Practice must not include clinical details in transaction descriptions, statement descriptors, payment references or Dispute evidence unless strictly necessary and lawful.

19. Warranties and service limits

Each party confirms that it has authority to enter into these Payment Terms. The Practice also confirms that it is lawfully able to supply the services for which it requests payment and that the information it supplies is accurate.

CBT Flow will provide Payment Services with reasonable care and skill. Payment Services depend on Stripe, payment networks, banks, devices and communications systems outside CBT Flow's control. CBT Flow does not warrant that every payment will be accepted, that a Dispute will be won, or that payouts will occur at a particular time.

20. Liability and reimbursement

Subject to section 21, each party is responsible for losses it causes by breaching these Payment Terms.

The Practice must reimburse CBT Flow for Refunds, Disputes, dispute fees and other sums expressly allocated to the Practice under these Payment Terms.

21. Liability limits

CBT Flow's total aggregate liability arising from or connected with these Payment Terms and the Platform Terms is limited as set out in the Platform Terms: the greater of £5,000 and the fees paid or payable by the Practice to CBT Flow in the 12 months before the event giving rise to the claim, with a separate £25,000 limit for confidentiality, data-protection and security claims. Sums the Practice owes under sections 10 to 12 (Refunds, Disputes and recovery) are payment obligations, not liability claims, and are not reduced by those limits.

Neither party limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be limited or excluded.

CBT Flow is not responsible for therapeutic decisions, clinical services or therapeutic outcomes supplied by the Practice.

22. Changes to these Payment Terms

CBT Flow will notify the Practice of a material change before it takes effect. An Application Fee change is always subject to section 9. Where a change materially alters the Practice's risk or recovery obligations, CBT Flow will require versioned re-acceptance before further Payment Services use, unless the change must take effect sooner to comply with law or prevent an urgent security or fraud risk.

Continued use alone will not replace an explicit re-acceptance where the product marks the change as requiring acceptance.

23. Acceptance evidence

Before Payment Services are enabled, CBT Flow requires an unticked, affirmative acceptance separate from the Platform Terms. CBT Flow keeps a record of each acceptance, including:

• document ID, version and cryptographic hash or archived exact text;
• timestamp;
• accepting user's identity;
• Practice legal identity and account;
• the authority confirmation displayed and accepted;
• the checkbox/button wording and relevant screen version; and
• a durable copy or link supplied to the Practice.

24. Notices

CBT Flow may send contractual notices to the account owner's verified email address and through a prominent in-product notice. The Practice must keep its notice details current. Notices to CBT Flow should be sent to legal@cbtflow.com, unless a specific operational route is stated in the Platform.

25. General terms

Neither party's delay in enforcing a right waives it. If a provision is unenforceable, the remaining provisions continue. The Practice may not transfer this agreement without CBT Flow's prior written consent, not to be unreasonably withheld for a genuine transfer of the Practice; CBT Flow may transfer it as part of a reorganisation, financing or sale of the relevant business if this does not materially reduce the Practice's rights.

No person other than the parties has a right to enforce these Payment Terms, except where applicable law says otherwise. These Payment Terms, the Platform Terms and the documents identified in section 2 form the entire agreement on Payment Services and replace earlier discussions on that subject.

26. Governing law and disputes

These Payment Terms are governed by English law, subject to any mandatory rules that apply regardless of the chosen law. The courts of England and Wales have exclusive jurisdiction, except where a mandatory rule provides otherwise.

Before starting proceedings, the parties should first send a written description of the dispute to the other's legal contact and allow 30 days for a good-faith attempt to resolve it, unless urgent relief is needed.