Terms and conditions

• The information that we collect and store relating to you is primarily used to enable us to provide our services to you but we may also use this information to help us to improve our services to you.
• We will use this information to enable us to offer you appropriate services, to keep you informed of Terrence Higgins Trust news and developments, and to seek feedback to monitor and evaluate our services.
• For more information on how we use your data, please read our privacy policy.

If you buy goods (for example, artwork) directly from Terrence Higgins Trust over the phone or online, you are entitled to the following protections in addition to your standard consumer rights:

• You may cancel your purchase within 14 days of delivery of the goods by contacting us and letting us know.
• You must then return the goods to us within 14 days of cancellation (at your own cost).
• If the items you purchased are returned in the same condition they were sold, you are entitled to a full refund.

Note that this does not apply to the purchase of HIV self tests.

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any services or information available through this website meet your specific requirements.
• The materials on this site, such as documents, files, text and graphics, are protected by copyright, trademark laws, design rights, database rights and other intellectual property rights, which are the property of Terrence Higgins Trust or a third party.
• You may print pages from this website for your personal use. You may also distribute pages to others provided you do not do so for profit.
• All trademarks reproduced in this website, which are not the property of, or licensed to Terrence Higgins Trust, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• If any of these terms are determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these terms are intended to be effective, then to the extent and within the jurisdiction in which that term is illegal, invalid or unenforceable, it shall be severed and deleted from these terms and the remaining terms shall survive and continue to be binding and enforceable.
• These terms shall be governed by and interpreted in accordance with the laws of England and Wales which shall have exclusive jurisdiction over any disputes.
• Terrence Higgins Trust, its officers, employees, contractors or content providers shall not be liable for any loss or damage arising from or otherwise in connection with your use of this website or any information, services or content on this website.
• Terrence Higgins Trust does not respond to abusive or offensive messages.

This service is currently locally funded in certain areas only.

If you are not eligible and want a free HIV test, you can find your local testing centre by using our the 'where to test' tool from It Starts With Me or search for alternative postal test providers using our online test finder.

• This service is only available to people meeting the eligibility criteria, which change from time to time.
• Applicants must be 16 years old or over.
• Tests must be for your own personal use.

This service is currently locally funded in certain areas only.

• This service is only available to people meeting the eligibility criteria, which change from time to time.
• Applicants must be 16 years old or over.
• Tests must be for your own personal use.

• This is a peer support forum for people living with HIV.
• The forum is only open to people living with HIV and you are required to confirm this on registering.
• The forum will be accessed by a limited number of members of Terrence Higgins Trust staff in the course of their work, for example to provide support services or for technical maintenance and development of the forum. These staff may or may not be living with HIV. They will be identified as staff members and are bound by the charity's confidentiality and privacy policies.
• Users must abide by the community guidelines available on the forum.
• You may request deletion of your account data at any time through the forum’s User Control Panel.
• Terrence Higgins Trust may migrate data between servers or change the underlying software that delivers this service.

• The counselling service is based in the UK and subject to UK laws.
• Terrence Higgins Trust Counselling is confidential, following the guidelines set out in applicable legislation (Data Protection Act 2018), and in Terrence Higgins Trust’s own Confidentiality Policy. This means Terrence Higgins Trust will not make known or share outside of the organisation any personally identifiable information about you using our service, or the information you choose to disclose. If circumstances arise where Terrence Higgins Trust considers in good faith that information about you should be disclosed to a third party, Terrence Higgins Trust will discuss this with you and will seek your consent first, but without being obliged to obtain your consent. Such a circumstance may include a concern that you or another person are at serious risk of harm.
• The counselling service follows the BACP Ethical Framework (available upon request). All our counsellors are provided with regular clinical supervision to ensure you get the best service.
• If you attend intoxicated by alcohol or drugs and you appear unable to make proper use of your counselling session, the session may be terminated by your counsellor at their absolute discretion and we will refund you.
• Terrence Higgins Trust will inform you of any changes to your counselling such as planned or unplanned service closures or any changes to your appointment time. If we are unable to provide the service, we will refund any payments for the session(s) affected.
• The counselling service will strive to allocate a suitable counsellor for the concerns you have expressed, and any concerns you may have will be addressed and taken seriously.
• Paying clients will receive up to 24 sessions per year. People who are eligible for free counselling will receive up to 12 sessions per year paid for by Terrence Higgins Trust. Those who are eligible for the free service may not be able to have evening appointments.
• Payment for sessions must be paid for upfront at least 48 hours before your session. You can either pay for as many sessions as you like upfront or on a weekly per-session basis at least 48 hours before your session.
• If you cancel as session on more than 48 hours’ notice Terrence Higgins Trust will refund any money paid in advance. An additional session will then be added to the end of your block of bookings to ensure you get the full 12 sessions. Please note, however, that you are only allowed to cancel two sessions over the course of your counselling (i.e. 12 or 24 sessions.) Additional cancellations will be refunded (if within 48 hours rule ) but the session will be detracted from the total number of counselling session (12 or 24).
• If you need to reschedule an appointment you must contact us at least 48 hours in advance by logging into your account clicking on ‘Contact us’ and emailing us. If you fail to notify us at least 48 hours before your session you may still be charged for that session.
• If you do not attend two consecutive appointments without informing your counsellor and your counsellor is unable to make contact with you, Terrence Higgins Trust reserves the right to cancel your remaining sessions and refund you the prepaid cost of the then outstanding sessions.
• All contact with your counsellor will be primarily conducted by email, Terrence Higgins Trust may call or text you if there is an urgent matter.
• You can contact us by emailing [email protected] or calling THT Direct helpline on 0808 802 1221.

If you are unhappy about the service please contact Rosa Bonini, Therapies Manager, at [email protected]. If you are not satisfied with the outcome of the complaint contact Terrence Higgins Trust’s head office. For our complete complaints procedure go to https://www.tht.org.uk/making-complaint.

• The counselling we provide is not a crisis service. If you are feeling suicidal or if you are experiencing an urgent crisis please seek immediate help. Contact your GP, or visit A&E at your local hospital or call the Samaritans at any time on their free number 116 123.

Online counselling

• Our online counselling service uses Zoom which is a secure and encrypted web platform, and you can use a computer, laptop, tablet, or smartphone.
• Online counselling is a convenient way of exploring personal issues that concern you from the comfort of your own home. You will need to feel reasonably comfortable using a computer and be aware that sometimes technology can present its own problems.
• Terrence Higgins Trust does not warrant that its counselling service will be uninterrupted or error free, that defects will be corrected, or the server that makes it available are free of viruses or bugs. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements.
• Online counselling can work well but sometimes there’s no substitute for talking to someone. You can contact THT Direct for information, support and advice about HIV and sexual health.

If you feel that we have not treated you fairly in accordance with the terms and conditions on this page and would like to complain, you can make a formal complaint.