DEFINITION OF ONLINE THERAPY

 

Online therapy is a form of therapy service that provides mental health services and support over internet with the use of video and audio communications.

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Online therapy also includes the practice of psychological, consultation, treatment, referral to resources, and psychoeducation.

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RIGHT AND RESPONSIBILITIES OF THE CLIENT

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To ensure a smooth and effective online counselling experience, here’s what you need to know:

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• Video sessions only – I don’t conduct sessions over the phone unless there’s a technical issue with video. You’ll need a smartphone or webcam for our sessions.

• Find a quiet, private space – Choose a place free from distractions so you can focus on the session.

• Use a secure internet connection – Avoid public Wi-Fi to protect your privacy.
  Be on time – If you need to reschedule or cancel, please let me know in advance by email.

• Technical issues? We have a plan – If we run into connection problems, we’ll restart or reschedule if needed.

• Confidentiality is a priority – Everything we discuss remains private, and sessions won’t be recorded unless we both agree.

• When confidentiality must be broken – In rare cases, I may be legally required to break confidentiality, such as:

  • Concerns about child, elder, or dependent adult abuse.

  • If you express intent to harm yourself or someone else.

  • If required by legal or administrative authorities. 
     

BOOKING SINGLE SESSIONS (1 ad hoc Session)

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You may book and pay for individual sessions on an ad hoc basis. This offers a flexible, safe, and confidential space to work through a specific situation, and gives you the opportunity to assess if my approach is right for you. These spaces are limited, as most appointments are booked through four to twelve session plans, where appointments are secured in advance, providing the best opportunity for progress. Please see the cancellation policy below.

BOOKING SESSION PACKAGES (4-12 Sessions)

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I offer four to twelve-session plans to start, with the option to add additional sessions as needed. You may also renew your plan once it is completed. Both options offer secured, regular weekly sessions, as I reserve your appointment slots in advance on specific agreed-upon days and times.

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Before committing to your chosen plan, you are always entitled to have a free 20-minute consultation, during which I will gain a better understanding of your concerns, and you can ask any questions you may have. This option will provide the best results due to the commitment and investment you are making in yourself or your relationship, as we work together to achieve your goals.

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Payment of 4 or 12 Session Plans
 

Four to twelve-session plans can be paid in one or several instalments, based on what works best for you. To secure your appointments, an initial payment will be required. Following payments (if applicable) will be made on agreed-upon dates during the initial consultation. The payment schedule will remain the same if you decide to reschedule sessions at a later date.

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All payments are non-refundable (see below). At the completion of your chosen plan, we will assess if additional sessions are needed.

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Your initial payment for a counselling plan signifies your agreement to attend each session and complete your counselling programme. It also signifies the counsellor’s agreement to provide counselling services for the duration of the counselling plan.

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CANCELLATION AND RESCHEDULING:

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You may reschedule an appointment with at least 24 hours' notice. Any rescheduling requests made less than 24 hours in advance will result in the session being forfeited.

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Session Forfeiture:

A scheduled counselling session will be forfeited under the following circumstances:

• You cancel an appointment with less than 24 hours' notice.

• You arrive more than 15 minutes late.

• You do not show up for your appointment.

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In the exceptional case that I need to cancel a session, I will notify you by email and we will reschedule the session. If I am more than 15 minutes late to an appointment, you may assume that the session is cancelled, and you will be able to reschedule.

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Cancellations, Refunds and Postponement

Session plans and single appointments booked and paid for may be cancelled and refunded up to 14 days following the initial payment, provided you have NOT completed your first scheduled session. Once the first session of a 4-6 session plan has been completed, payments are non-refundable.

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If your first session is scheduled less than 14 days after your initial payment, you may request a cancellation and refund up to 72 hours (3 days) prior to your first session. Cancellations made within 72 hours of your appointment time are non-refundable.

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You have the option to postpone and keep your sessions for a later start date, but no later than 12 weeks from the notice of postponement. If you do not reschedule a date to resume counselling within 12 weeks, your remaining sessions will be forfeited unless otherwise agreed.

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You may interrupt a session plan for the following reasons:

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• Medical or health-related emergencies – If you experience a significant health issue that prevents you from continuing sessions temporarily.

• Personal or family emergencies – Unexpected personal circumstances that require you to pause counselling (e.g., family crisis, bereavement).

• Financial hardship – If you’re experiencing financial difficulties, please reach out so we can explore options.

• Significant life changes – If a major event affects your ability to continue counselling at this time (e.g., separation, job loss), we can discuss how to proceed.*

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If you need to interrupt your plan, please notify me as soon as possible. Sessions can be postponed for up to 12 weeks from the date of interruption. If sessions are not resumed within this timeframe, they may be forfeited unless otherwise agreed.

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*For Couples: In the event of separation, the agreement and refund policy remain the same. However, you may use these sessions as individual ones to help you process the separation or address any other issues.

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To request a cancellation or refund, please contact me directly at isabelle@thetrustedjourney.com.

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ABOUT COUNSELLING

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Counselling sessions will occur via video call. Each session is 50-55 minutes long, and all appointments begin and finish at the agreed scheduled time.

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Sex and relationship counselling is a forward-looking and collaborative process. Your involvement is necessary to achieve your goals. Various tools and techniques will be used to help address the issues you present.

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Successful counselling typically depends on regular attendance, active engagement in sessions and activities, and an open attitude toward self-exploration and/or your relationship and sexual dynamic.

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Counselling is intended to be healing, supportive, and sometimes challenging. It is normal to feel that things are difficult or that you may have taken a step back after making progress. This is a part of the process, and it’s important to recommit to your healing and growth.

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CLIENT COMMITMENT

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By entering into this counselling relationship, both you and I acknowledge your desire to overcome a specific problem or improve an aspect of your life. My role is to guide and support you in gaining awareness, clarity, and provide tools to release blockages and to move forward, empowering you to achieve your goal.

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Change may takes time and effort, and the pace of change varies among individuals. Your progress depends on taking an active role in the process, staying honest with me, keeping an open mind, and completing any prescribed exercises between sessions.

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Throughout sessions, you may be guided through relaxation, visual imagery, creative visualisation, hypnosis, and stress reduction techniques. You understand that these techniques are not a substitute for medical care, and it is important to consult with your doctor regarding any medical concerns. Continue any medical treatment as prescribed by your doctor.

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WHEN COUNSELLING IS APPROPRIATE

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You agree not to attend an appointment under the influence of non-prescribed drugs or alcohol and not to bring babies or children to avoid interruptions and distractions. Sessions will be forfeited if this is not observed. Additionally, if you pose a threat to my wellbeing, the session will be forfeited.

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COUPLES SESSIONS

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In couples sessions, your relationship is my client, and both partners need to be present. During the initial stage of relationship counselling, I may schedule individual sessions with each partner. If one partner attends without the other, the session can only proceed with prior consent from the other partner. If I am scheduled to have a session with one partner and the other attends on their behalf without notice, the session will be cancelled and charged.

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COSTS

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Fees are reviewed periodically to remain in line with my level of training and experience. I will inform you in advance of any changes to fees.

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RISKS AND BENEFITS OF COUNSELLING

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Counselling can provide both benefits and risks. Discussing unpleasant aspects of your life may bring up uncomfortable feelings, such as sadness, guilt, anger, or frustration. In couples counselling, these feelings may resurface as we work through challenges and resolve issues. This is perfectly natural. 

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Gaining awareness can lead to better relationships and solutions to specific problems, as well as reductions in distress and anxiety. However, there are no guarantees about what you will experience. Most people benefit from the process, but your progress will depend on your personal commitment to the process. You are responsible for your physical, emotional, and psychological wellbeing during and after sessions.

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ENDING THE COUNSELLING PROCESS

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The end of your sessions is an important part of the process. While you may achieve your goals in a short time (under 12 sessions), results depend on several factors. If you feel your issue has not been fully addressed, I may suggest continuing sessions beyond the initial plan. This will be discussed and agreed upon between us.

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HOLIDAYS AND SICKNESS

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I will inform you in advance of any scheduled holidays. If I am unwell and unable to conduct a session, I will notify you via email.

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CONTACT

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If I need to contact you, I will use the preferred contact information you provide. Please use email (isabelle@thetrustedjourney.com) to contact me unless otherwise agreed. To maintain privacy and confidentiality, your counselling journey will only be discussed in the context of our sessions.

CONFIDENTIALITY

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Sessions are strictly confidential. No personal information will be shared with anyone, including your partner in couples counselling, without your express permission. Exceptions may apply if there is an imminent threat of harm to yourself or others. If I discuss our sessions with a supervisor, your full identity will not be disclosed.

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DATA PROTECTION AND COUNSELLING RECORDS

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I comply with applicable data protection laws, including UK GDPR. Your records are kept electronically and securely, with password protection, for a period of seven years following the completion of your counselling plan.

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HYPNOTHERAPY SESSIONS AND RECORDINGS

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If we agree to a hypnotherapy session, you may request an audio recording of the session. The recording will be stored securely and sent to you via text or email within seven days. This recording will be kept in full compliance with data protection laws until no longer needed.

CHANGES TO THIS AGREEMENT

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I reserve the right to vary this agreement when necessary. Clients who have already signed the agreement will be advised.

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