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Terms & Conditions

Last updated: November 2026

1. Service description

I, Francesca Walsh, provide counselling and psychotherapy services online, by secure video call (Microsoft Teams) or telephone, and in person at 58 The Hill, Sandbach CW11 1HT. 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
  • •Online session: £50 per 50-minute session
  • •In-person session: £65 per 50-minute session
  • •Online sessions: payment is taken at the time of booking via secure card payment.
  • •In-person sessions: you request a date and time, and I email you to confirm it with a secure payment link. Payment is due within 24 hours of that email, and at least 48 hours before the session. If payment hasn't been received by then, the time may be released.

I do not store your card details. The same cancellation policy applies to both formats.

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

  • •Online sessions are conducted via secure video call (Microsoft Teams) or via telephone. Your booking confirmation includes the link to join.
  • •In-person sessions take place at 58 The Hill, Sandbach CW11 1HT. There is no waiting area, so please arrive at your start time.
  • •If the room becomes unavailable, I will offer to move the session online or to reschedule it. If neither suits you, you will receive a full refund.
  • •For online sessions, please ensure you have a private, quiet space
  • •If you arrive late, the session will still end at the scheduled time
  • •If we experience technical difficulties, I will aim to resolve them or find an alternative method (e.g. via telephone). If possible, I will extend the session, or reschedule to another time.

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. Working with young people

I work with young people as well as adults. Before we begin, I will talk with the young person, and where appropriate a parent or carer, about how we will work together.

  • •Consent: A young person who understands what counselling involves can usually agree to it themselves. Where it is appropriate, I may also ask a parent or carer for their consent.
  • •Confidentiality: Sessions with a young person are confidential in the same way as with adults, with the exceptions set out above. I will not share what is discussed with a parent or carer without the young person's agreement, unless there is a safeguarding concern. Where I need to share information, I will talk with the young person first wherever it is safe to do so.
  • •Booking and payment: A parent or carer may book and pay for sessions on a young person's behalf. The fees and cancellation policy above apply in the same way. Paying for sessions does not give access to what is discussed in them.
  • •Online sessions: The young person will need a private space where they will not be overheard, including by family members.
  • •In-person sessions: There is no waiting area, so if a parent or carer is bringing a young person, please plan to drop off and collect at the start and end times of the session.

7. 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.

8. 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
  • •Childline: 0800 1111 (24/7, free, for under-19s)
  • •Papyrus HOPELINE247: 0800 068 4141 (Suicide prevention, under-35s)

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.