27. ONLINE DELIVERY THROUGH WRITEUPP

Sessions ordinarily take place online using the video-consultation facility provided through WriteUpp.

Clients are responsible for having:

• A suitable internet-connected device.

• A sufficiently reliable internet connection.

• An appropriate browser or software setup.

• Access to the email address associated with their WriteUpp account.

• A private or suitably confidential place from which to attend.

Clients should test their access where reasonably possible before the appointment.

I cannot guarantee that any online platform will operate without interruption, vulnerability or error.

WriteUpp is a third-party service. Its processing of personal information is addressed in my Privacy Notice and may also be subject to WriteUpp’s own terms and privacy information.

28. CONDITIONS FOR ATTENDING ONLINE SESSIONS

The client should attend from a place in which they can participate safely and with an appropriate level of privacy.

The client should take reasonable steps to prevent being overheard or interrupted.

The client must not attend a session while driving, controlling machinery or undertaking another activity requiring their attention.

No other person should be present, listening to or observing the session without prior discussion and agreement.

The client should tell me if another person enters the room or can hear the session.

The client should disable or remove listening devices and software that may capture speech, including virtual assistants or automated meeting tools, where reasonably possible.

If the environment is unsafe, substantially non-private or unsuitable for meaningful work, I may pause or end the session. The fee consequences will depend on the circumstances and whether the problem could reasonably have been prevented.

29. RECORDING, SCREENSHOTS, TRANSCRIPTION AND ARTIFICIAL INTELLIGENCE TOOLS

Sessions must not be audio-recorded, video-recorded, photographed, screenshotted, screen-recorded, transcribed or otherwise captured by any means without my explicit prior written agreement.

This prohibition includes recording, capturing or transcribing through:

• A feature on the device used for the session.

• A second telephone, tablet, camera, recorder, computer or other nearby device.

• A device positioned outside the camera’s view.

• Software operating visibly or in the background.

• Screen-recording software.

• Automated transcription software.

• Artificial-intelligence meeting assistants.

• Artificial-intelligence note-generation tools.

• Another person listening to, recording or documenting the session.

I will not record or transcribe a session without the client’s prior informed agreement.

If a recording is exceptionally agreed, we must first agree its purpose, method, access, security, retention and deletion arrangements.

Permission relating to one session does not constitute permission to record another session.

Unauthorised recording or transcription may constitute a serious breach of trust, confidentiality and these Terms and may result in the work being suspended or ended.

30. TECHNICAL FAILURE

If the video connection is interrupted, we will first attempt to reconnect through WriteUpp.

If we cannot reconnect through the video system, I will ordinarily contact the client by email.

I do not routinely telephone clients when a video connection fails.

Where it is possible and we both agree, we may continue after reconnecting or make another suitable arrangement for the remaining time.

If a substantial part of the session is lost because of a technical failure that neither of us could reasonably prevent, I will make the unused time available on another occasion or agree another fair arrangement.

This may include rescheduling all or part of the session.

A brief interruption that does not materially prevent the session from continuing does not automatically entitle the client to a full replacement session or refund.

Any extension beyond the scheduled finishing time depends on my availability.

Where a technical problem appears to originate from equipment, software, internet access or environmental conditions within the client’s reasonable control, we will discuss what changes may be needed.

Where technical problems recur, either of us may decide that online work is not currently practicable.

31. PHYSICAL LOCATION DURING SESSIONS

The client must tell me the country and physical location from which they are attending.

I may ask for the address or location needed to respond appropriately to a serious emergency.

The client must inform me in advance if they will attend from a country or territory different from their usual location.

A booking made while the client is ordinarily based in one country does not automatically authorise attendance from another country.

I may refuse, postpone or end a session where the client’s location creates a legal, insurance, regulatory, safeguarding, emergency-response or professional difficulty.

32. INTERNATIONAL SERVICES AND EXCLUDED TERRITORIES

I may provide online services to adults located in the United Kingdom and in certain other countries.

International availability is always subject to:

• The territorial and jurisdictional terms of my professional indemnity insurance.

• Any relevant law or professional requirement in the client’s location.

• Whether I can provide the service safely and ethically.

• Whether appropriate emergency or safeguarding action would be possible.

• Whether the client’s circumstances are suitable for remote work.

I do not provide sessions to clients physically located in:

The United States of America.

The client must not interpret general website wording about international availability as a guarantee that I can provide a service in every country.

Permission to work with a client in one location does not guarantee that I can continue if the client moves or travels.

I may suspend international work if insurance terms, legal requirements or professional guidance change.

33. CONFIDENTIALITY

I handle information disclosed during psychotherapy, counselling, coaching and discovery calls with care and in accordance with my professional and legal responsibilities.

Confidentiality is not absolute.

Information may be disclosed where:

• The client has given valid consent.

• Disclosure is required by law.

• A court or other body with lawful authority requires disclosure.

• There is a serious concern about imminent or substantial harm.

• A safeguarding concern arises.

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

• Information must be provided to a professional indemnity insurer, legal adviser, professional body or complaints investigator where appropriately required.

• Another lawful and professionally justified reason applies.

Where reasonably possible and appropriate, I will discuss a proposed disclosure with the client before it occurs. There may be circumstances in which advance discussion is not possible, safe, lawful or appropriate.

Further information about processing, storage, retention and disclosure of personal information appears in my Privacy Notice.

34. PROFESSIONAL SUPERVISION

I undertake professional supervision as part of responsible psychotherapy, counselling and coaching practice.

I may discuss aspects of my work with a suitably qualified supervisor.

I will minimise or omit identifying information where reasonably practicable.

A supervisor is expected to maintain professional confidentiality, subject to their own legal and ethical responsibilities.

Supervision is not the same as disclosing information publicly or reporting the content of therapy to a training institute, employer or family member.

35. CLINICAL AND ADMINISTRATIVE RECORDS

I maintain records that I consider reasonably necessary for professional, administrative, financial, legal, insurance and data-protection purposes.

Records may include:

Contact details.

• Booking and payment information.

• Attendance.

• Relevant communications.

• Clinical or coaching notes.

• Risk or safeguarding information.

• Agreements and consent records.

• Complaints.

• Letters or other work undertaken.

Records are held and retained in accordance with my Privacy Notice and Data Retention Policy.

A client’s rights concerning their personal information are explained in the Privacy Notice.

36. SAFEGUARDING AND SERIOUS RISK

Psychotherapy, counselling and coaching are confidential services, but I may need to take action where I reasonably believe that a child, adult at risk, the client or another person faces a serious risk of harm.

The action considered appropriate will depend on the available information, urgency, legal obligations, professional responsibilities and the client’s location.

Where reasonably possible and safe, I will seek to discuss the situation with the client.

I cannot guarantee that I will contact an emergency service, relative or other person in every circumstance.

The client remains responsible for accessing emergency or crisis assistance when needed.

37. EMERGENCY AND CRISIS LIMITATIONS

My practice is not an emergency or crisis service.

I do not provide continuous monitoring, emergency assessment, on-call support or immediate responses between sessions.

Email, website forms, WriteUpp messages and booking facilities must not be used to request urgent help.

If a person is in immediate danger or believes that they may act in a way that places themselves or another person in immediate danger, they should call 999 or attend the nearest Accident and Emergency department.

For urgent health guidance in the United Kingdom, a person may contact NHS 111.

A person may also contact their GP, local NHS urgent mental-health service or another appropriate local crisis service.

Samaritans can be contacted in the United Kingdom and Republic of Ireland on 116 123 for emotional support.

A client outside the United Kingdom is responsible for identifying and using the emergency and crisis services available in their location.

38. COMMUNICATION BETWEEN SESSIONS

Email and WriteUpp communications are primarily intended for booking and administrative matters.

Therapeutic or coaching work will ordinarily take place within booked sessions.

I may not provide a detailed response to a long therapeutic email. I may suggest bringing the material to a session.

I cannot guarantee immediate acknowledgement or response.

Clients should not assume that silence means that a message has been read, understood or acted upon.

Any arrangement for contact between sessions beyond ordinary administration must be discussed and agreed separately.

I do not offer routine support by text message, instant messaging or social media unless expressly agreed.

39. SOCIAL MEDIA AND PUBLIC CONTACT

Following, commenting on or contacting me through a public social-media platform does not create a professional relationship.

Clients should consider the privacy implications of publicly following, tagging or interacting with my professional accounts.

I will not ordinarily discuss a client’s therapy, counselling or coaching through social media.

I may not acknowledge a client publicly if doing so could reveal or imply the professional relationship.

Any accidental encounter in a public or professional setting can be discussed in a later session if useful.

40. LETTERS, ATTENDANCE CONFIRMATIONS AND PROFESSIONAL OBSERVATIONS

Letters, attendance confirmations, professional observations and reports are not included in the ordinary session fee and are not a routine part of psychotherapy, counselling or coaching.

Requests are considered individually.

Before agreeing to undertake the work, I will consider whether:

• The request falls within my competence and professional role.

• I have sufficient relevant information.

• The purpose is appropriate.

• The requested recipient and disclosure arrangements are clear.

• The proposed document could reasonably be misunderstood or misused.

• The request creates a conflict with the therapeutic or coaching relationship.

Any fee will be calculated by reference to the hourly session rate applying to that client and the estimated time required.

I will explain the proposed scope and price before beginning the work.

The client may accept or decline the proposal.

No chargeable work will begin until the scope, likely timescale and fee have been agreed.

Payment may be required before the work begins.

Any letter or professional observation will be limited to matters I can responsibly confirm through the work undertaken.

I may describe professional observations concerning the effect of disability or neurodivergence where those matters have arisen naturally within our work.

Such observations are based on what I have learned through therapy, counselling or coaching. They are not based on a separate comprehensive assessment undertaken for evidential purposes.

Unless expressly agreed otherwise, a document I provide will not constitute:

• A diagnostic report.

• A functional-capacity assessment.

• An occupational-health assessment.

• A forensic report.

• A medico-legal report.

• An expert-witness report.

• A formal opinion concerning legal entitlement or responsibility.

I retain professional responsibility for the wording and conclusions of anything issued in my name.

I will not agree to write to a predetermined conclusion or advocate beyond the limits of my information, competence and role.

I may decline a request even where the client is willing to pay.

Where information is to be sent to a third party, I will ordinarily require the client’s informed consent unless another lawful basis for disclosure applies.

41. REASONABLE ADJUSTMENTS

I welcome requests for reasonable adjustments from disabled clients.

Requests will be considered individually, taking account of:

• The disadvantage the proposed adjustment is intended to address.

• Whether the adjustment is likely to be effective.

• Practicality.

• Safety.

• Confidentiality.

• My professional responsibilities.

• The resources and administrative capacity of a sole-practitioner service.

WriteUpp booking and Stripe payment are the standard booking and payment processes.

I cannot provide a continuously variable manual appointment-selection service in which a client chooses a different time from the available calendar for each appointment without using WriteUpp.

Where appropriate and practicable, I may be able to offer a regular appointment at the same day and time weekly or fortnightly, with payment by bank transfer.

Other reasonable adjustments may be discussed.

Not every requested adjustment will necessarily be reasonable, effective or practicable.

An adjustment cannot require me to act outside my competence, insurance, legal obligations, ethical duties or safe professional practice.

42. PAUSES AND BREAKS

Clients may wish to pause therapy, counselling or coaching.

Where possible, a proposed break should be discussed so that we can consider:

• The likely duration.

• Whether a future appointment will be reserved.

• Whether a booking link should remain active.

• Payment and cancellation arrangements.

• How to re-establish contact.

• Any relevant support or risk considerations.

A break does not necessarily mean that the person cannot return.

Availability after a break cannot be guaranteed unless a future appointment or continuing arrangement has been expressly agreed.

43. THREE-MONTH INACTIVITY PERIOD

Clients are welcome to return after a period away, subject to my availability and an appropriate review of whether resuming the work is suitable.

If a client does not attend or book a session for three consecutive calendar months and we have not expressly agreed an ongoing break or future appointment, I will normally regard the current period of work as having ended.

This does not prevent the person from contacting me again.

After three months without a booked or attended session, the person should email me before using a previous booking link.

Before further work begins, we may need to establish:

• Whether I have availability.

• Whether the requested service remains appropriate.

• Whether the client’s location or circumstances have changed.

• Whether contact, emergency or health information needs updating.

• Whether updated Terms, a Therapy and Counselling Agreement or Coaching Agreement must be accepted.

• Whether a discovery call or review session would be useful.

A previous therapeutic or coaching relationship does not guarantee immediate renewed availability.

44. ENDING THE WORK

A client is free to end psychotherapy, counselling or coaching.

Where possible, I encourage clients to discuss an ending or extended break rather than ending solely by cancelling an appointment or ceasing to book.

An ending conversation can provide an opportunity to review the work, address concerns, recognise changes and consider future needs.

However, a client is not required to continue therapy, counselling or coaching against their wishes.

I may propose ending, suspending or referring the work where:

• The service is no longer useful or appropriate.

• The client requires a different service.

• The work is outside my competence.

• Online work is unsafe or impracticable.

• The client’s location creates a legal or insurance restriction.

• There is a serious or repeated boundary breach.

• Unauthorised recording has occurred.

• Payment remains outstanding.

• Attendance has become too inconsistent for the work to remain viable.

• A conflict of interest arises.

• My health, capacity or availability prevents appropriate continuation.

• Another substantial professional reason applies.

Where possible, I will discuss an ending and provide reasonable notice.

There may be circumstances in which immediate suspension or ending is necessary.

Confidentiality, record-retention and payment obligations relating to completed services continue after the relationship ends.

45. THERAPY AND COUNSELLING AGREEMENT

These Terms govern enquiries, discovery calls, booking, payment, cancellation and the general administrative provision of services.

If we agree to begin an ongoing psychotherapy or counselling relationship, I will also provide a Therapy and Counselling Agreement.

The Therapy and Counselling Agreement addresses the professional and relational basis of the work, including:

• The nature of therapy.

• Our respective roles and responsibilities.

• The therapeutic approach.

• Session frequency.

• Confidentiality.

• Supervision.

• Contact between sessions.

• Risk and safeguarding.

• Online arrangements.

• Reviews, breaks and endings.

Once the client has received and accepted the Therapy and Counselling Agreement, it supplements these Terms and both documents form part of our agreement.

A person is not bound by material provisions of a Therapy and Counselling Agreement that they have not yet been given an opportunity to read and accept.

Where the Therapy and Counselling Agreement deals more specifically with the therapeutic relationship, it will apply to that relational issue.

These Terms continue to govern booking, payment, statutory consumer rights, appointment cancellation and general administration.

The documents should be interpreted consistently. Nothing in either document removes statutory consumer rights.

46. COACHING AGREEMENT

If we agree to begin an ongoing coaching relationship, I may provide a Coaching Agreement.

Once accepted, the Coaching Agreement supplements these Terms.

The Coaching Agreement may address:

• The agreed focus of coaching.

• Roles and responsibilities.

• Goal-setting and review.

• The limits of coaching.

• Confidentiality.

• Contact outside sessions.

• Pauses and endings.

• Circumstances in which therapy or another service may be more appropriate.

These Terms continue to govern booking, fees, payment, cancellation and general administration.