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Terms & Conditions

Last updated: March 2026

1. Service description

I, Francesca Walsh, provide online counselling and psychotherapy services via secure video call. Sessions are 50 minutes in duration and are available evenings and weekends.

I work within the British Association for Counselling and Psychotherapy (BACP) Ethical Framework for the Counselling Professions.

2. Fees and payment

  • •Free introductory phone call: 10–15 minutes, no charge
  • •Standard session: £65 per 50-minute session

Payment is taken at the time of booking via secure card payment. I do not store your card details.

3. Cancellation policy

  • •48+ hours notice: Full refund or reschedule
  • •24–48 hours notice: 50% fee charged, or reschedule offered
  • •Less than 24 hours / no-show: Full fee charged

I understand that emergencies happen. Please get in touch if you need to discuss individual circumstances.

4. Session format

  • •Sessions are conducted online via secure video call
  • •You will receive a link before each session
  • •Please ensure you have a private, quiet space
  • •If you arrive late, the session will still end at the scheduled time
  • •If I experience technical difficulties, we will extend or reschedule at your preference

5. Confidentiality

Everything you share in therapy is confidential. However, there are important exceptions where I may need to break confidentiality:

  • •Risk of serious harm: If I believe there is a serious risk of harm to you or someone else
  • •Safeguarding: If there are concerns about the safety of a child or vulnerable adult
  • •Legal requirement: If required by law or court order
  • •Terrorism: Under the Terrorism Act, there is a legal duty to disclose certain information

I receive regular clinical supervision. Cases may be discussed anonymously to support good practice.

6. Communication between sessions

I am available by email for scheduling and administrative queries only. I am not able to offer therapeutic support between sessions.

I read emails during my working hours and will respond within 48 hours. Please do not use email for urgent matters.

7. Crisis and emergency

I am not a crisis service and am not able to provide emergency support.

If you are in immediate danger or experiencing a mental health crisis, please contact:

  • •Emergency services: 999
  • •Samaritans: 116 123 (24/7, free)
  • •NHS 111: 111 (Urgent medical advice)
  • •Crisis Text Line: Text SHOUT to 85258

8. Ending therapy

Either of us can end therapy at any time. Where possible, I recommend giving 2–4 weeks notice so we can have a planned ending and reflect on your progress.

If you stop attending without notice, I will send one follow-up email. The door remains open if you wish to return in future.

9. Complaints

If you have concerns about my service, please raise them with me first. I am committed to addressing any issues promptly and constructively.

If you remain unsatisfied, you can make a complaint to the British Association for Counselling and Psychotherapy (BACP) at bacp.co.uk.

10. Data protection

I am committed to protecting your personal data in accordance with UK GDPR. Please see my Privacy Policy for full details on how I collect, use, and protect your information.

11. Client agreement

Before your first session, you will be asked to review and sign a client agreement that includes these terms and a consent form for processing your data. This is a requirement before we can begin working together.

12. Changes to these terms

I may update these terms from time to time. Any changes will be communicated to existing clients and posted on this page.