Terms and Conditions for our counselling services

Who Can Use Telephone and Online Counselling?

  • You must be at least 18 years old to use our services.
  • This service is not intended to be used as an emergency service with regard to suicidal intentions/thoughts or for other emergency situations requiring third party immediate intervention.
  • If you have serious thoughts of committing suicide, or you feel your problem is so severe you just can’t take any more, you could consider one of the following options: Contact your General Practitioner and/or your local hospital for immediate help.

Please use these useful links for more information.

  • Children’s help (UK): http://www/childline.org.uk
  • Child line’s Telephone number: 0800111
  • ChildLine is the UK’s free, confidential helpline dedicated to children and young people.
  • Samaritans (UK): www.samaritans.org
  • Samaritans Telephone number: 08457 909090
  • Samaritans provide confidential, non-judgemental emotional support, 24 hours a day for people who are experiencing feelings of distress or despair, including those which could lead to suicide.

You should tell your counsellor during online or telephone counselling if:

  • You have a diagnosed mental health issue.
  • You have a substance misuse problem and/or following a programme to address this
  • You have been drinking or taking drugs before the session.
  • You have concerns about online or telephone counselling.
  • You don’t understand something the counsellor is saying, or need clarification.
  • Emotions come up for you during the session, such as sadness or anger. Remember that your counsellor can’t see your face.

You agree to the following:

  1. You agree that during initial communications, both parties will need to evaluate whether we can work together effectively, and that we may choose not to work with you via the internet.
  2. An agreement form must be completed and returned before online or telephone counselling can commence (This can be sent back on notification of payment).
  3. Your counsellor will not see you in person outside of the service, and there will be no contact outside of the counselling session unless it is of a practical or professional nature regarding the service we provide.
  4. You agree that either of us may discontinue our counselling relationship at any time by sending an e-mail to that effect.
  5. The counsellor will not enter into a conversation with a third party.
  6. You agree that this service does not offer medical advice or advice on medication.
  7. If you are late for an appointment for online counselling the session will still finish at the prearranged time and you will be charged the agreed fee.
  8. You agree that you are seeking services specially for personal counselling, and not in connection with any research project either for publication or for personal use.
  9. You agree that the counselling services will be provided by Guiding Hand Counselling and that the provision of these services will be governed by the British Association for Counselling and Psychotherapy and under the laws of England, Scotland and Wales
  10. If you lose connection or the quality of the connection is too bad to continue, then in these such cases extra free time would be added onto the session or if that cannot be done the session is ended with no cost to the client.
  11. In an emergency situation In the event of our computers crashing you can send me a text message or contact me on 07976934922.
  12. You agree that you are not in severe crisis now or fear for your safety.
  13. We agree to respect your right to privacy and undertake to keep information we hold about you confidential. We are registered under the Data Protection Act 1998 to hold sensitive information on a computer. Our registration number is…
  14. You agree to our confidentiality terms: Client confidentiality of issues discussed in session will be upheld by all our counsellors at all times EXCEPT in the following cases:
  • If a client discloses a serious intent to harm themselves.
  • If the client discloses a serious intent to harm someone else.
  • If there is a child protection issue which is covered by the Children’s Act.
  • If there is a disclosure which is covered by the Terrorism Act.
  • There is a requirement under the British Association of Counselling and Psychotherapy for counsellors to undertake clinical supervision at which professional and practice issues are discussed. Whilst this may include issues brought up in session, client confidentiality will always be maintained, subject to the above clauses.
  • You should be aware that counselling supervisors are bound by the same confidentiality terms as our counsellors.
  • Situations where client confidentiality may be broken will always be discussed with you.

Refund Policy

We agree that providing our terms and conditions have been adhered to the client will be entitled to a refund should either party terminate the contract: refunds will only be given on unused prepaid sessions and will be subject to a deduction of £20 for administration charges.