Client Terms and Conditions

Client Terms and Conditions

Well Minds Online is fully committed to protecting your personal data.
To continue using Well Minds Online, you must agree and consent to our Terms and Conditions as follows:

Informed Consent and agreement for telephone and video call counselling

At Well Minds Online, we offer available, affordable, and accessible online counselling by telephone or video call to adults over the age of 18 years old.

This document supports you in making an informed choice about whether online counselling is for you. The
document covers the ‘Administration’ aspect of working with Well Minds Online. The Contract and Agreement for your ‘Counselling’ will be explained during your Initial Consultation and available for you to consider, confirm and agree to if, and when you book your first session with your counsellor following your Initial Consultation.

Our Counsellors and how we match you to a Counsellor

We have a mix of qualified counsellors and student counsellors. Student Counsellors are in their final stages of
completing their counselling qualifications. All of our counsellors are members of a counselling professional body and adhere to ethical standards and codes of conduct, e.g. British Association for Counselling and Psychotherapy (BACP).

All of our counsellors hold Personal and Professional Liability Insurance, are supported in their work by Clinical
Supervisors and are committed to ongoing continual professional development and training. You can see details of our counsellors, read about their qualifications, experience etc. on their profile pages on our website. Our counsellors are not employees of Well Minds Online but are associates that are responsible for the work that you do together.

Our counsellors offer a range of counselling approaches, for instance, personal centred therapy, Cognitive
Behavioural Therapy (CBT) and some are Integrative Counsellors who use an approach which blends different
therapies to suit the client’s needs. Further information about approaches to therapy can be found on our ‘Guide to Therapeutic Approaches’ on our website. Counselling approaches will be discussed with you during your initial consultation so that you know what to expect, and so that you can decide if a particular approach matches your needs, preferences and your aspirations from counselling.

Online Counselling – Equipment Required

For phone counselling you will need access to a land line or mobile phone or we can call you via our computer to your computer which provides a secure, encrypted service for the protection of confidentiality.
For video call sessions you will need access to a laptop, computer, tablet or mobile phone, connected to the internet and with a broadband speed that supports video calling.

By agreeing to the content of this document you agree not to make recordings of your Initial Assessment or of any of your counselling sessions.

Online counselling can feel daunting at first, particularly if you are not familiar with the equipment and software, however, we will help you along the way to get started. Please see our Zoom Guide for more information.

You will also need access to a quiet, private space where you are not going to be interrupted or overheard, for the duration of your counselling session, which is usually 50 minutes, and for some time after the call for you to reflect and relax.

Fee Structure

Counselling sessions cost:
a) £15 for individual counselling with a student counsellor, by phone or video call
b) £35 for individual counselling with a qualified counsellor, by phone or video call or
c) £55 for couples counselling, by phone or video call.

We will discuss your support during your initial consultation and recommend a counsellor who we believe have the appropriate knowledge and skills to best suit your needs.

Sessions are usually weekly and the number of sessions will be agreed between you and your counsellor and
reviewed, usually after 6 sessions. You are not limited to the number of sessions you have with you counsellor.
Compliance with UK Laws and Confidentiality

We gather and store personal data to provide counselling services as requested by our clients.
We collect for example, and not limited to, name, address, telephone numbers, emails addresses, emergency
contact details, GP details, assessment information, billing and payment information.

We collect the data at the stages the data is required to provide the therapy service and enable you to use our
website, for instance to book and pay for counselling sessions, and we only collect data required to provide our service and to protect our clients, or any other persons identified as being at risk.

All the information shared with your counsellor is strictly confidential unless one of the following should occur:
1. You have revealed a serious risk to yourself or others
2. You have disclosed information relating to risk to a child or a vulnerable adult
3. You have disclosed information relating to a possible act of terrorism
4. You have disclosed information relating to money laundering and/or drug trafficking
5. We are required by a Court to disclose information

We have specific procedures to follow in each of these cases
– If you or another person are judged to be at serious risk, and you are unable to reduce or resolve that risk,
then only essential information will be shared and only with the appropriate emergency service
– Risk to a vulnerable adult requires to us follow our safeguarding procedures
– We have a legal duty to share information about illegal activities, such as potential terrorism activities, drugs
trafficking and money laundering or if a Court has ordered that we must share relevant information.

In any of these cases, we would endeavour to discuss with you what was happening and why.

As stated, in the ‘Our Counsellors’ section of this document, our counsellors are continually developing their skills and knowledge and are supported by Clinical Supervisors. Therefore, your counsellor may discuss your case with their Clinical Supervisor, however your personal data will not be disclosed.

Please be mindful that you are responsible for protecting your own online confidentiality. Please consider protecting yourself by, for example, ensuring that devices and software used are secure and password protected and that you delete your browser history if you share a computer, laptop, tablet or other device with others. Please see our Technical Instructions information for more tips.

About Your Privacy and Our Privacy Policy

Please note that we adhere to and are compliant with the General Data Protection Regulation (GDPR) Privacy
Policy/Use of personal Information including disclosure. Please see our GDPR Statement for Well Minds Online CIC. This policy can be found on our website

Your safety

Your safety is important to us and in the event of you becoming unwell during a session or if we have a session
booked and we cannot contact you, we ask that you provide the details of a person that you give us consent to contact, to support you in an emergency. For this reason, we also ask you to provide your GP details. Your GP will not be contacted unless we believe that you are at risk and we would always endeavour to discuss this with you first, prior to contacting your doctor.

Record keeping

Your counsellor will keep records of the sessions that you have with them and is registered with the Information Commissioners Office (ICO) as a controller of sensitive data and works to their standards for storing any personal information. More information can be found at:
You can request a copy of your records at any time and at any time request that we delete all of the information stored.

Cancelling counselling appointments

If you cancel your counselling appointment more than 24 hours before your scheduled appointment time you will not be charged a fee. Refunds are made only to the account that the payment was made from, we are unable to redirect the refund to any other account and we are unable to make the refund by cash or cheque. If you cancel your counselling appointment and give us less than 24 hours’ notice, or do not attend your session, you will not receive a refund for your session.

If your counsellor is unable to attend your session, we will give you at least 24 hours’ notice and advise you by email, or we will try to contact you by telephone. No fee will be payable in this circumstance and we will transfer your payment to the next session. In the unlikely event that your counsellor is unable to give you 24 hours’ notice, we will offer you a free session. In the unlikely event that your counsellor is unable to continue with your ongoing sessions, due to ill health or if they leave our service, we will offer you an alternative counsellor with the same or similar counselling approach.

Please note that we are unable to continue with your session if you are under the influence of alcohol or drugs – in this event, your fee will not be refunded.


We want to provide you with the best online counselling service, be pleased and totally satisfied with the counselling services that we provide and hope that you do not have cause to complain.
However, we take your comments seriously and want to resolve any issues to your satisfaction as quickly as we can.
To help us resolve your issue, please let us know about it as soon as you can.
1. We encourage you to speak to your counsellor first
2. Your counsellor will discuss your concerns with you and agree a way forward
3. If you feel that your issue has not been resolved please complete our Contact Us section on our website
4. Our Lead Counsellor will discuss your concerns with you and agree a way forward
5. All of our counsellors are members of a professional body so, if you are still not happy you can raise your
complaint with your counsellor’s specific professional body.
6. Further details can be found in our Complaints Policy and Process. This does not affect your statutory rights
Client Feedback

Your views and opinions are important to us to help improve our service. We will ask for your feedback at the end of your therapy with us. By agreeing to the contents of this document, you are giving your consent to your anonymised feedback being used on our website, please be assured, your name will never be used and we will not quote any information that would identify you.

Changes to our Term & Conditions and Privacy Policy

We reserve the right to update these Terms & Conditions. The date of the last revision of this policy appears at the bottom of this page. We invite you to review this page for the latest information on our Terms and Conditions. Any changes will never allow us to share your information with 3 rd parties other than our Counsellors and we will never send you marketing information about our services.

How to contact us for more help with our Terms & Conditions

If you have any questions about Well Minds Online Terms & Conditions or Privacy Policy, please do not hesitate to
contact us, please complete our Contact Us section on our website

Last Updated and Applicable from: 1st June 2020