Working Together.

Our Policy

Appointments

Counselling sessions are 50 minutes in length and are held online via Doxy.me, a secure telehealth platform designed specifically for healthcare professionals. Once your appointment has been confirmed, you will receive a secure link via email to join your session.

To support continuity and therapeutic progress, clients are encouraged to schedule 2–3 appointments in advance. There is no additional cost for booking multiple sessions. Having an awareness and commitment to the counselling process ahead of time can help maintain momentum and provide greater consistency throughout your therapeutic journey.

Payment

Payment is required no later than 24 hours before your scheduled appointment. Appointments that have not been paid for within this timeframe may be cancelled and offered to another client.

Time Zone

Feel Heard welcomes clients from different countries and time zones. To make scheduling as straightforward as possible, all appointments will be arranged according to your local time zone.

Online Sessions

To help you get the most from your counselling session, please ensure that you:

  • Join your session from a private and confidential space where you are unlikely to be interrupted or overheard.

  • Minimise distractions by silencing notifications and avoiding multitasking during the session.

  • Use a stable internet connection.

  • If required, use headphones to enhance privacy and sound quality.

Creating a calm and confidential environment helps support a safe and productive therapeutic experience.

Technology

Please ensure your device is charged and that your internet connection is working before your appointment.

If technical difficulties occur during the session, every effort will be made to reconnect via Doxy.me. If this is not possible, we may continue the session via an agreed alternative platform or reschedule the appointment where appropriate.

Recording of sessions

To protect the privacy and confidentiality of both client and counsellor, counselling sessions must not be audio or video recorded by either party, unless this has been agreed upon in writing beforehand

Cancellations and Rescheduling

If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice.

Appointments cancelled with less than 24 hours' notice, or missed without notice, may be charged at the full session fee, except in exceptional circumstances.

Punctuality

Please join your session at the scheduled appointment time.

If you arrive late, the session will still finish at the agreed time to avoid impacting subsequent appointments.

Confidentiality

Emergencies

Everything discussed within counselling sessions is treated as confidential and managed in accordance with the ethical frameworks of the British Association for Counselling and Psychotherapy (BACP) and the Australian Counselling Association (ACA).

There are, however, some legal and ethical exceptions to confidentiality. These may include situations where:

  • There is a serious risk of harm to yourself or another person.

  • There are safeguarding concerns involving a child or vulnerable adult.

  • Disclosure is required by law or court order.

Wherever possible, these situations will be discussed with you before any information is shared. However, if there is an immediate concern for your safety or the safety of another person, it may be necessary to contact your nominated emergency contact and/or the relevant emergency services without prior consent where ethically or legally required.

Feel Heard is not a crisis or emergency service and is unable to provide immediate support in the event of a mental health crisis.

As part of the initial stages of our therapeutic work together, you may be asked to provide the name and contact details of a nominated emergency contact. This information is requested to help safeguard your wellbeing and enable appropriate support should there be significant concerns about your immediate safety during the course of our work together.

Your emergency contact details will only be used if it is considered necessary due to a serious concern for your safety or wellbeing. Wherever possible, this would be discussed with you first.

If you believe you are at immediate risk of harming yourself or someone else, or require urgent mental health support, please contact your local emergency services or the appropriate mental health crisis service in your country.