1. About KANNECT

KANNECT Sport and Exercise Psychology is an independent private practice operated by Wing Kan Chan.

Wing Kan Chan is a trainee sport and exercise psychologist who works within his current competence and receives professional supervision.

Email: kannect.psychology@gmail.com

These Terms and Conditions apply specifically to the Adaptation package.

2. The Adaptation package

The Adaptation package costs £150 and includes:

• Five 50-minute, one-to-one online sessions

• An Adaptation Questionnaire

• Review of the questionnaire and relevant supporting information

• Exploration of the change, transition, setback, or uncertainty affecting the client

• Identification of new demands, pressures, and areas of control

• Support with thoughts, emotions, confidence, motivation, and coping

• Development of practical regulation, reset, communication, and routine-building strategies

• A personalised Adaptation Plan

• A short-term review system for monitoring and adjusting progress

• Brief text support for reasonable questions directly related to the package

Sessions normally take place through Google Meet.

3. Purpose of the package

The package is designed for athletes and exercisers adapting to situations such as:

• Injury, rehabilitation, or return to performance

• Moving to a higher performance level

• Joining a new team, club, academy, or environment

• Working with a new coach

• Changes in role, playing time, or responsibility

• Selection uncertainty or deselection

• Loss of confidence following a setback

• Changes to training or competition demands

• Balancing sport with work, study, family, or other responsibilities

• Loss of routine, identity, direction, or control

• Returning to sport after a break

The package helps clients understand what has changed, identify what the situation now requires, and develop a practical response that fits their current circumstances.

4. Scope of the service

KANNECT provides sport and exercise psychology support.

The Adaptation package is not:

• Emergency or crisis support

• Medical or psychiatric treatment

• Clinical psychological therapy

• Clinical CBT treatment

• Counselling

• Physiotherapy

• Injury diagnosis or physical rehabilitation

• A substitute for support from a doctor or another appropriately qualified professional

KANNECT may decline, pause, or end the package where the client’s needs fall outside the service’s professional scope or cannot be supported safely.

Where appropriate, the client may be encouraged to contact another practitioner or service.

If the client or another person may be in immediate danger, they should contact the local emergency services. In the UK, call 999 or attend an emergency department.

5. Booking request and acceptance

Submitting the booking form and making payment constitutes a request to purchase the Adaptation package. It does not automatically confirm acceptance.

A contract is formed when KANNECT sends written confirmation that the booking has been accepted.

KANNECT may decline a booking request where:

• The package is unsuitable for the client’s needs

• The client requires support outside KANNECT’s competence or service scope

• There is insufficient availability

• KANNECT cannot safely or lawfully deliver the service in the client’s location

• Required information or consent has not been provided

• There is a conflict of interest or another professional concern

If KANNECT declines the booking before providing any part of the service, the client will receive a full refund.

Following acceptance, the client should receive confirmation and a copy or link to the applicable contract information in a format they can retain, such as email or PDF. UK distance-selling requirements include confirming the contract and providing information in a format the customer can save.

6. Payment

The total package price is £150.

Payment is collected or authorised through the payment provider displayed during booking.

KANNECT does not normally receive or store the client’s complete payment-card details.

No additional payment is required when booking Sessions 2 to 5.

The total price and payment obligation should be displayed clearly before the client completes the purchase.

7. Adaptation Questionnaire

After the package has been accepted, the client will receive an Adaptation Questionnaire.

The questionnaire may ask about:

• The change, setback, or transition being experienced

• Relevant sporting, exercise, work, study, or personal circumstances

• Changes to role, routine, identity, or expectations

• Confidence, motivation, pressure, and uncertainty

• Thoughts, emotions, behaviours, and coping responses

• Areas of control, influence, and acceptance

• Existing routines and support systems

• Communication with coaches, teammates, family, or support professionals

• Previous strategies that have or have not helped

• Relevant injury, disability, health, or wellbeing information

• The client’s priorities and desired outcomes

Clients should answer openly but only need to provide information relevant to the package.

The questionnaire should be completed by the deadline stated in the confirmation email. Incomplete or late preparation may reduce the depth or usefulness of the work.

KANNECT may begin reviewing the questionnaire and preparing personalised content before Session 1 where the client has expressly requested that the service begin during the statutory cancellation period.

8. Supporting information

Clients may provide relevant supporting information such as:

• Training or competition notes

• Goals or previous plans

• Rehabilitation or return-to-performance plans

• Performance statistics

• Video clips

• Personal reflections

• Relevant feedback from coaches or support professionals

• Schedules, routines, or communication plans

Clients are responsible for ensuring they have permission to share information involving another person.

KANNECT may decide not to access, use, or retain information that is unnecessary, unsafe, excessively large, inappropriate, or unrelated to the package.

Providing supporting information is optional unless a particular item has been agreed as necessary.

9. Structure of the five sessions

The content will be adapted to the client’s needs and progress. The package will normally follow this structure.

Session 1: Understanding the change

This session may include:

• Clarifying what has changed

• Understanding the client’s experience

• Identifying new demands and uncertainties

• Exploring the effect on confidence, motivation, routines, role, and identity

• Agreeing initial priorities

Session 2: Control, influence, and acceptance

This session may include:

• Separating what can be controlled, influenced, or accepted

• Identifying pressure triggers

• Exploring thoughts, emotions, and coping responses

• Developing a clearer sense of direction

Session 3: Regulation and reset

This session may include:

• Developing flexible thinking

• Managing difficult emotions and performance pressure

• Creating reset strategies

• Preparing responses to setbacks, mistakes, or uncertainty

• Testing practical psychological tools

Session 4: Rebuilding routines and support

This session may include:

• Rebuilding preparation, training, recovery, or performance routines

• Clarifying support needs

• Developing communication strategies

• Adjusting expectations and responsibilities

• Strengthening confidence through evidence and action

Session 5: Moving forward

This session may include:

• Consolidating key learning

• Creating a personalised Adaptation Plan

• Setting short-term priorities

• Developing if-then plans

• Agreeing a two-to-six-week action plan

• Creating a system for reviewing and adjusting progress

The structure may change where another order would better meet the client’s needs.

10. Booking Sessions 2 to 5

Session 1 is booked through the main paid Adaptation booking page.

Separate booking links will be provided for Sessions 2, 3, 4, and 5.

These links:

• Are personal to the client

• Must not be shared with another person

• Do not require additional payment

• May only be used for the relevant package session

Once a session has been booked, the client may use the rescheduling link in the confirmation email to move it to another available future date.

A session may be rescheduled more than once, provided each change complies with the 72-hour notice requirement and the package completion period.

11. Package completion period

All five sessions should normally be completed within six months of the date the package is accepted.

KANNECT may agree to extend this period where there are exceptional circumstances, including:

• Significant illness or injury

• Changes to rehabilitation or return-to-performance timescales

• Caring responsibilities

• Major changes to the client’s sporting schedule

• An agreed pause from sport or exercise

• Circumstances outside the client’s reasonable control

An extension must be agreed in writing.

Unused sessions normally expire at the end of the six-month period where no extension has been agreed.

12. Cancellation and rescheduling of sessions

Clients may cancel or reschedule an individual session without losing it by providing at least 72 hours’ notice.

A session cancelled with less than 72 hours’ notice will normally count as one of the five package sessions.

A missed appointment will normally count as a used session.

KANNECT may consider an exception where there are significant and unexpected circumstances. Exceptions are considered individually and are not guaranteed.

A client who arrives late may receive a shorter session because the original finishing time will normally remain unchanged.

13. The statutory 14-day cancellation period

Consumers purchasing services online will normally have a 14-day cancellation period beginning after the contract is entered into.

Where a client asks KANNECT to begin providing the package during this period, KANNECT will obtain an express request for early commencement.

The service may be considered to have begun when KANNECT starts:

• Reviewing the Adaptation Questionnaire

• Reviewing supporting materials

• Preparing personalised content

• Providing agreed written support

• Delivering a session

If the client cancels during the 14-day period after requesting an early start, KANNECT may charge a proportionate amount for services already provided.

The statutory right to cancel may be lost once the package has been fully delivered, provided the client expressly requested early commencement and acknowledged the effect on their cancellation rights.

To cancel the contract, email kannect.psychology@gmail.com with a clear statement that you wish to cancel the Adaptation package.

Where a refund is due, it will normally be returned through the original payment method within the legally required period.

14. Ending the package after the statutory cancellation period

After the statutory cancellation period has ended, package payments are not automatically refundable.

Where the package ends early, KANNECT will consider whether any refund is due by taking account of:

• Sessions already delivered

• Missed or late-cancelled sessions

• Questionnaire review already completed

• Supporting information already reviewed

• Personalised preparation or written materials already produced

• Brief text support already provided

• Any remaining service that KANNECT is unable to deliver

Any deduction will be proportionate to the service already provided and will not exceed the total amount paid.

Nothing in these terms restricts the client’s statutory consumer rights.

15. Cancellation or changes by KANNECT

KANNECT may occasionally need to cancel or move an appointment because of illness, emergency, technical failure, or another circumstance outside reasonable control.

KANNECT will offer an alternative appointment wherever reasonably possible.

A session cancelled by KANNECT will not count as one of the client’s five sessions.

If KANNECT permanently ends the package and cannot deliver the remaining service, the client will receive a fair refund for the undelivered part of the package.

16. Online sessions and technology

The client is responsible for:

• Having a suitable device and internet connection

• Checking the Google Meet link before the session

• Joining from a private and reasonably safe location

• Using headphones where confidentiality could otherwise be affected

• Informing KANNECT of relevant access or communication needs

• Ensuring they are legally permitted to access the online service from their location

Where a significant technical failure prevents the session from taking place, KANNECT will act reasonably in deciding whether to continue, rearrange, or replace the session.

17. Client participation

The usefulness of the package depends partly on the client’s:

• Preparation

• Participation

• Openness

• Reflection

• Willingness to test agreed strategies

• Communication about changing circumstances

The client remains responsible for their decisions, actions, training, competition preparation, rehabilitation participation, and use of psychological strategies.

Clients should inform KANNECT if:

• Their needs or circumstances change significantly

• They become uncomfortable with an activity

• Information previously provided is no longer accurate

• A strategy appears unsuitable

• They require additional or specialist support

• A health professional has advised against a particular activity

18. Injury and rehabilitation

The Adaptation package may support the psychological aspects of injury, rehabilitation, and return to performance.

KANNECT does not:

• Diagnose injuries

• Provide medical advice

• Prescribe rehabilitation exercises

• Determine physical readiness to return to sport

• Replace a doctor, physiotherapist, or other qualified healthcare professional

Clients should follow medical and rehabilitation advice provided by appropriately qualified professionals.

Where appropriate and with the client’s permission, KANNECT may support communication and psychological planning alongside the client’s wider support team.

19. Brief text support

The package includes brief text support for reasonable questions directly related to the Adaptation work.

Text support:

• Is not continuous or unlimited

• Does not guarantee an immediate response

• Is not emergency or crisis support

• Does not replace a booked session

• Must remain within appropriate professional boundaries

KANNECT may recommend that a complex matter is discussed during a session or with another appropriate professional.

20. Confidentiality

Information discussed during the package will normally remain confidential.

Relevant information may be discussed during confidential professional supervision. Names and direct identifying information will be removed or limited where reasonably practicable.

Confidentiality may be limited where:

• The client gives permission to share information

• There is a serious concern about the safety of the client or another person

• Safeguarding action may be required

• Disclosure is required by law or a court

• Information is required to investigate a complaint

• Disclosure is necessary to establish, exercise, or defend a legal claim

Where safe and appropriate, KANNECT will normally discuss a proposed disclosure with the client before information is shared.

HCPC confidentiality guidance states that identifiable information should normally be shared with permission, while recognising that disclosure may sometimes be required by law or justified to protect safety or prevent harm.

21. Recording sessions

Sessions will not normally be recorded.

A session will only be recorded where:

• There is a clear and explained purpose

• The client has given separate express permission

• The client has been informed about how the recording will be used

• The client has been informed who may access it

• Storage and deletion arrangements have been explained

Declining recording will not prevent the client from receiving the package.

Clients must not record sessions without obtaining KANNECT’s prior written agreement.

22. Clients under 18

A client under 18 may require consent and involvement from a parent or guardian before the package is accepted.

KANNECT will explain:

• How the parent or guardian will be involved

• What information may remain confidential

• What information may be shared

• How safeguarding concerns will be managed

• Who will receive administrative communications

KANNECT may decline the booking if suitable consent, safeguarding, or professional arrangements cannot be established.

23. Outcomes

KANNECT does not guarantee:

• A particular sporting result

• Selection or increased playing time

• Recovery from injury

• Successful return to competition

• Improved relationships with coaches or teammates

• Removal of difficult thoughts or emotions

• A particular psychological or wellbeing outcome

The package is intended to support understanding, adjustment, psychological skill development, and practical planning.

24. Responsibility and liability

KANNECT will provide the service with reasonable care and skill.

KANNECT is responsible for reasonably foreseeable losses directly caused by a failure to provide the service with reasonable care and skill.

KANNECT is not responsible for losses that:

• Could not reasonably have been foreseen

• Result from inaccurate or incomplete information provided by the client

• Result from decisions made independently by the client

• Result from decisions made by coaches, teams, schools, academies, employers, or healthcare professionals

• Are caused by circumstances outside KANNECT’s reasonable control

Nothing in these terms excludes liability that cannot legally be excluded or restricts statutory consumer rights.

25. Complaints

Clients are encouraged to raise concerns directly with KANNECT.

Service and administrative complaints:
kannect.psychology@gmail.com

Complaints concerning professional practice may also be directed to:
aquartiroli@uwlax.edu

Privacy and data-protection complaints may also be made to the Information Commissioner’s Office.

26. Changes to these terms

The version accepted when the contract is formed will apply to the package.

KANNECT may update these terms for future bookings.

A material change will not normally apply to an existing package unless:

• The client agrees

• The change is required by law

• The change is necessary to protect safety or legal rights

27. Governing law

These Terms and Conditions are governed by the laws of England and Wales.

Clients living elsewhere retain any mandatory consumer protections that apply in the country where they live.

1. Who is responsible for your information?

Wing Kan Chan, trading as KANNECT Sport and Exercise Psychology, is the data controller for personal information collected through the Adaptation package.

Email: kannect.psychology@gmail.com

KANNECT operates independently.

Information collected through KANNECT is kept separate from information held by any university, employer, school, club, academy, placement, or organisation with which Wing Kan Chan may also work.

2. What this notice covers

This notice explains how KANNECT collects, uses, stores, and shares information connected with:

• Adaptation booking requests

• The Adaptation Questionnaire

• Online sessions

• Supporting materials

• Session notes and plans

• Text and email communications

• Payments and administration

• Professional supervision

• Safeguarding and complaints

Privacy information should explain the purposes of processing, lawful bases, recipients, retention arrangements, individual rights, and how to complain.

3. Information KANNECT may collect

Identity and contact information

KANNECT may collect:

• Name

• Email address

• Age confirmation

• Country, location, or time zone

• Parent or guardian details where relevant

• Communication and accessibility preferences

Sporting and contextual information

KANNECT may collect:

• Sport or type of exercise

• Participation or competition level

• Team, club, academy, school, or organisation

• Playing or performance role

• Training and competition history

• Upcoming events or performance demands

• Work, study, family, or scheduling circumstances relevant to the package

Adaptation information

KANNECT may collect:

• Adaptation Questionnaire responses

• Details of the change, transition, setback, or uncertainty

• Changes to role, routine, confidence, identity, or expectations

• Thoughts, emotions, behaviours, and coping responses

• Pressure triggers and concerns

• Areas of control, influence, and acceptance

• Existing routines and support systems

• Communication challenges

• Goals, priorities, cue words, and action plans

• Progress and review information

Health, injury, disability, and wellbeing information

Where relevant and voluntarily provided, KANNECT may collect:

• Injury information

• Rehabilitation and return-to-performance information

• Disability or accessibility requirements

• Physical or mental wellbeing information

• Relevant medication or treatment information

• Communication requirements

• Safeguarding or risk information

Health information is special-category personal data. Organisations processing it require an Article 6 lawful basis and a separate Article 9 condition. Where explicit consent is used, it should be clear, specific, recorded, and capable of being withdrawn.

Supporting materials

Clients may provide:

• Training or performance notes

• Rehabilitation plans

• Results or statistics

• Video clips

• Goals and routines

• Coach or support-team feedback

• Personal reflections

• Relevant documents or screenshots

Administrative and technical information

KANNECT may collect:

• Appointment dates and times

• Booking, cancellation, and rescheduling records

• Payment status and transaction references

• Consent records

• Email and text communications

• Google Meet details

• Technical information generated through Cal.com, Google Workspace, Google Sites, or the payment provider

KANNECT does not normally receive or retain complete payment-card information.

4. Where information comes from

Most information is provided directly by the client through:

• The booking form

• The Adaptation Questionnaire

• Online sessions

• Email or text communication

• Supporting materials

• The payment and booking process

Information may also be provided by a parent, guardian, coach, healthcare professional, or support person where:

• The client has agreed

• The information is relevant to the package

• There is a lawful safeguarding or safety reason

Where reasonably required, clients should avoid providing unnecessary personal information about another person.

5. Why information is used

Reviewing and managing booking requests

Information is used to:

• Assess whether the package is suitable

• Review the booking request

• Arrange appointments

• Confirm payment

• Communicate about the service

The normal lawful basis is taking steps at the client’s request before entering into a contract and performing the contract once accepted.

Delivering the package

Information is used to:

• Review the questionnaire

• Prepare sessions

• Understand the client’s circumstances

• Identify adaptation demands and patterns

• Develop psychological strategies and plans

• Monitor and review progress

The normal lawful basis is performance of the service contract.

Health, injury, disability, or wellbeing information

Where the client chooses to provide relevant special-category information, KANNECT normally relies on:

• Contract or another appropriate Article 6 lawful basis

• Explicit consent as the Article 9 condition

Where another condition is required for safeguarding, serious risk, legal claims, or legal obligations, KANNECT will only rely on it where it properly applies.

Professional supervision

Relevant information may be discussed in confidential professional supervision to support safe, reflective, and competent practice.

KANNECT’s Article 6 basis may include performance of the service contract and its legitimate interests in maintaining safe and accountable professional practice.

Where supervision involves health or wellbeing information, an appropriate Article 9 condition is also required. KANNECT will normally rely on the client’s explicit consent unless another lawful condition properly applies.

Administration and record keeping

Information may be used for:

• Appointment administration

• Financial records

• Complaints

• Insurance

• Safeguarding

• Security

• Legal claims

• Compliance with legal or professional responsibilities

Recording

Where a session is recorded, separate express permission will be obtained.

Recording is not required to receive the package.

Marketing

Adaptation information will not be used for marketing without separate permission.

KANNECT does not sell personal information.

6. Explicit consent

Clients may withdraw consent for processing relevant health, injury, disability, or wellbeing information by emailing:

kannect.psychology@gmail.com

Withdrawal does not affect processing that lawfully took place before consent was withdrawn.

Where explicit consent is the Article 9 condition and it is withdrawn, KANNECT can no longer rely on that consent for continued processing.

If KANNECT can no longer process information necessary to deliver the package safely or effectively, the package may need to be paused, changed, or ended. KANNECT will explain the available options.

7. Confidentiality and information sharing

KANNECT will normally keep client information confidential.

Information may be shared with:

• Wing Kan Chan as the service provider

• A professional supervisor

• Cal.com for booking administration

• Google Workspace, Google Meet, Google Drive, and Google Sites

• The payment provider displayed during checkout

• An accountant, insurer, solicitor, or professional adviser where necessary

• A parent or guardian where appropriate

• A healthcare or support professional with the client’s permission

• Emergency, safeguarding, regulatory, or law-enforcement services where necessary and lawful

KANNECT will not normally contact a client’s coach, team, club, school, academy, university, employer, healthcare professional, or organisation without permission.

An exception may apply where there is:

• A safeguarding concern

• A serious risk of harm

• A legal requirement

• A court order

• Another lawful and necessary reason

Only information reasonably necessary for the particular purpose will be shared.

8. Professional supervision

Professional supervision supports safe and reflective practice.

A supervisor may receive relevant information about:

• The client’s presenting circumstances

• The adaptation process

• Psychological patterns and planned strategies

• Professional or ethical questions

• Risk or safeguarding concerns

• The practitioner’s reflections on the work

Names and direct identifiers will be removed or limited where reasonably practicable.

Supervisors are expected to maintain confidentiality.

Professional supervision supports reflection and the review of practice.

9. Safeguarding and serious risk

KANNECT may disclose relevant information without consent where there is a reasonable concern that:

• The client may be at serious risk of harm

• Another person may be at serious risk of harm

• A child or vulnerable person may require safeguarding

• Disclosure is required by law or a court

• Disclosure is necessary to prevent or respond to serious harm

KANNECT will consider whether the disclosure is necessary and proportionate.

Where safe and appropriate, the client will normally be informed before information is shared.

Where disclosure is legally required, KANNECT will normally provide only the information required and keep an appropriate record of the disclosure.

10. Third-party service providers and international transfers

KANNECT uses third-party services to operate its:

• Website

• Booking system

• Email

• Cloud storage

• Online meetings

• Payment processing

These providers may include Cal.com, Google, and the payment provider displayed during checkout.

Some providers may process information outside the United Kingdom.

Where personal information is transferred internationally, KANNECT will use an appropriate safeguard recognised under UK data-protection law, where required.

Third-party providers may also process some information under their own privacy notices.

11. How information is protected

KANNECT uses reasonable technical and organisational safeguards, including:

• A business Google Workspace account

• Restricted Google Drive folders

• Password protection

• Multi-factor authentication where available

• Account and access controls

• Limited access to client information

• Separation from university, employer, school, and placement records

• Secure deletion when information is no longer required

No electronic system can be guaranteed to be completely secure.

Where a personal-data breach occurs, KANNECT will investigate it and take any action required under data-protection law.

12. How long information is kept

KANNECT normally applies the following retention periods:

• Declined, incomplete, or withdrawn booking requests: up to 12 months

• Adaptation Questionnaires, session notes, plans, and relevant communications: normally seven years after the final contact

• Records relating to a client under 18: normally until the client’s 25th birthday or seven years after final contact, whichever is later

• Payment, invoice, and accounting information: normally six years

• Session recordings: normally deleted within 12 months

• Routine emails and duplicate documents: deleted when no longer required

• Unnecessary video clips or supporting materials: deleted once they are no longer required for the package

Information may be retained for longer where reasonably necessary because of:

• Safeguarding

• A complaint

• Insurance

• Legal proceedings

• Taxation

• A professional requirement

The UK GDPR does not set one universal retention period. Organisations must determine and justify how long information is required and should not retain identifiable information for longer than necessary.

13. Information about other professionals

The client may choose to provide information about a coach, physiotherapist, doctor, teammate, family member, or another support person.

Clients should:

• Only provide information that is relevant

• Avoid sharing unnecessary personal or health information about another person

• Obtain permission where appropriate

• Anonymise or limit identifying details where possible

KANNECT will only use this information for purposes connected with the package unless another lawful reason applies.

14. Session recordings

Where recording has been separately agreed:

• The purpose will be explained before recording begins

• Access will be restricted

• The recording will be stored in a restricted Google Drive folder

• It will not be used for an unrelated purpose without further permission

• It will normally be deleted within 12 months

A recording may be retained longer where necessary for safeguarding, a complaint, insurance, professional review, or legal proceedings.

15. Data-protection rights

Depending on the circumstances and lawful basis, clients may have the right to:

• Be informed about how their information is used

• Request access to their personal information

• Correct inaccurate or incomplete information

• Request deletion

• Request restriction of processing

• Receive certain information in a portable format

• Object to certain processing

• Withdraw consent

• Complain to the Information Commissioner’s Office

These rights are not absolute and may be limited where information must be retained or processed for legal, contractual, safeguarding, or professional reasons.

Requests should be sent to:

kannect.psychology@gmail.com

KANNECT may need to confirm the requester’s identity before releasing, deleting, or changing information.

16. Automated decision-making

KANNECT does not use solely automated decision-making to determine whether a client is suitable for the Adaptation package.

Booking requests are reviewed by a person.

17. Complaints

Questions or concerns about personal information should first be sent to:

kannect.psychology@gmail.com

Clients may also complain to the Information Commissioner’s Office if they believe their information has been handled unlawfully.

Professional-practice concerns may be directed to:

aquartiroli@uwlax.edu

18. Changes to this notice

KANNECT may update this Privacy and Confidentiality Notice where its services, technology, legal duties, or data-processing arrangements change.

The latest version and revision date will be published on the KANNECT website.