Support | Heal | Thrive
Terms & Conditions
Last updated: 25th September 2026
These Terms & Conditions set out the basis on which counselling services are provided by Dee W-Jones Therapy.
They are intended to ensure that both the therapist and client understand how the counselling relationship will work, including appointments, fees, confidentiality, communication, safeguarding and the responsibilities of both parties.
By agreeing to commence counselling with Dee W-Jones Therapy, you agree to these Terms & Conditions together with any separate counselling agreement or arrangements agreed with you.
1. About Dee W-Jones Therapy
Dee W-Jones Therapy provides counselling services to adults and young people aged 11 and over.
Counselling may be provided:
face-to-face; or
online, where agreed in advance.
The appropriate format and frequency of sessions will be discussed and agreed between the therapist and client.
Counselling is a collaborative process. No particular outcome or improvement can be guaranteed, as the effectiveness of counselling can vary from person to person.
2. The therapeutic relationship
Counselling is a professional relationship designed to provide you with a confidential and supportive environment in which you can explore matters affecting your wellbeing.
The therapist will work within their professional competence and will seek to provide an appropriate standard of care.
The therapeutic relationship is professional rather than social or personal. Appropriate professional boundaries will be maintained throughout counselling.
Clients are expected to treat the therapist with courtesy and respect.
The therapist reserves the right to end a session or terminate counselling where a client’s behaviour is threatening, abusive, discriminatory or otherwise inappropriate.
3. Initial enquiries and assessment
An initial enquiry does not automatically create a therapeutic relationship.
Before counselling begins, an initial discussion may take place to establish whether the service is appropriate for your needs.
The therapist may decide that another service or professional would be more appropriate for you. Where appropriate, you may be signposted or referred to another source of support.
Counselling may not be suitable where a client requires immediate medical, psychiatric or crisis intervention.
4. Appointments
The date, time, duration and frequency of counselling sessions will be agreed between the therapist and client.
Clients are expected to attend appointments at the agreed time.
The therapist will make reasonable efforts to start and finish sessions at the agreed times.
Where a client arrives late, the session will normally still finish at the scheduled time and the full session fee may remain payable.
Where the therapist is delayed or unable to attend, reasonable efforts will be made to notify the client as soon as possible and rearrange the appointment where appropriate.
5. Cancellation and missed appointments
Clients should provide as much notice as possible if they need to cancel or rearrange an appointment.
The cancellation period and any applicable cancellation fee will be agreed with the client before counselling begins.
Where an appointment is cancelled with insufficient notice or a client does not attend without notice, the full session fee may be charged.
Exceptions may be considered where there are exceptional circumstances, at the therapist’s discretion.
The cancellation arrangements agreed with an individual client will form part of their counselling agreement.
6. Fees and payment
The current fee for counselling will be communicated to the client before counselling begins.
Fees are payable in accordance with the payment arrangements agreed between the therapist and client.
Where payment is not received when due, the therapist may contact the client to request payment.
Continued non-payment may result in counselling being suspended or ended.
Any changes to fees will be communicated to clients in advance and will not normally apply retrospectively to sessions that have already taken place.
7. Online counselling
Where counselling is provided online, the client is responsible for ensuring that they have:
a suitable internet connection;
an appropriate device;
a private and reasonably secure location;
access to the agreed communication platform; and
sufficient privacy to participate in the session.
The therapist will take reasonable steps to protect confidentiality when providing online counselling.
However, no internet-based communication system can be guaranteed to be completely secure.
If technical problems prevent a session from taking place, the therapist and client will discuss whether the session can continue by another appropriate method or be rearranged.
The client should not record, photograph or otherwise capture an online counselling session without the therapist’s prior agreement.
The therapist will not record counselling sessions unless this has been specifically discussed and agreed in advance and there is an appropriate lawful basis for doing so.
8. Face-to-face counselling
For face-to-face appointments, clients are expected to attend at the agreed location and follow any reasonable requirements relating to the premises.
Clients should not attend a face-to-face session where they are significantly affected by alcohol or recreational drugs, or where their condition makes attending unsafe.
Where necessary, the therapist may decide that a session cannot safely proceed and may recommend that alternative support is obtained.
9. Confidentiality
Confidentiality is an important part of the therapeutic relationship.
Information shared during counselling will normally be treated as confidential and will not be disclosed to other people without the client’s knowledge and, where appropriate, consent.
However, confidentiality cannot be guaranteed in every circumstance.
There may be situations where information needs to be disclosed without the client’s consent, including where:
there is a serious concern about the safety or wellbeing of the client;
there is a serious concern about the safety or wellbeing of another person;
there is a safeguarding concern involving a child or vulnerable person;
disclosure is required by law;
disclosure is necessary to protect someone’s vital interests;
information is required as part of legal proceedings; or
disclosure is otherwise permitted or required by law.
Where it is safe and appropriate to do so, the therapist will discuss the proposed disclosure with the client beforehand.
These limits to confidentiality are explained so that clients can make an informed decision about entering counselling.
10. Professional supervision
As part of responsible professional practice, the therapist may discuss aspects of their work with a professional supervisor.
Supervision is confidential and is used to support safe, ethical and effective counselling practice.
Where possible, client information discussed in supervision will be anonymised or minimised so that the client is not unnecessarily identifiable.
Clients should understand that professional supervision forms part of the therapist’s professional practice and is therefore within the appropriate circle of confidentiality.
11. Safeguarding
The therapist has a responsibility to take reasonable steps to protect clients and other people from serious harm.
Where a safeguarding concern arises, information may need to be shared with an appropriate person or organisation, including safeguarding services, healthcare professionals, emergency services, the police or other relevant authorities.
Any disclosure will be limited to information that is reasonably necessary for the purpose.
Where possible and appropriate, the therapist will discuss safeguarding concerns and proposed information sharing with the client.
However, it may not always be possible or appropriate to obtain the client’s permission before information is shared.
Further information is provided in the Dee W-Jones Therapy Safeguarding Policy.
12. Young people aged 11 to 17
Dee W-Jones Therapy provides counselling to young people aged 11 and over.
Working with children and young people requires particular consideration of consent, confidentiality, safeguarding, their age and understanding, and their best interests.
Before counselling begins, appropriate arrangements will be discussed with the young person and, where applicable, a person with parental responsibility.
A young person’s counselling sessions will normally be treated as confidential within the limits explained to them.
Parents or carers should not assume that they will automatically receive details of what has been discussed during counselling.
Where information needs to be shared, the therapist will consider the young person’s age, maturity, understanding, confidentiality, safeguarding and applicable legal requirements.
Information may be shared without the young person’s consent where this is necessary and lawful, particularly where there is a significant safeguarding concern or serious risk of harm.
The exact arrangements for each young person’s counselling will be agreed before therapy begins and may be reviewed throughout the therapeutic relationship.
13. Emergency and crisis situations
Dee W-Jones Therapy is not an emergency, crisis or out-of-hours service.
The therapist cannot guarantee an immediate response to telephone calls, emails, text messages or other communications.
If you are in immediate danger or require urgent medical assistance, you should contact the emergency services by calling 999.
Where appropriate, clients may also be directed to NHS urgent or emergency mental health services or other relevant crisis support.
Clients should not rely on an email, voicemail or website contact form to communicate an urgent or emergency situation.
14. Contact between sessions
Clients may contact the therapist between sessions using the communication methods agreed with the therapist.
Contact between sessions should normally be limited to practical matters such as arranging or changing appointments.
The therapist will not normally provide counselling or crisis support by email, text message or telephone outside scheduled counselling sessions.
The therapist may not be able to respond immediately to messages.
15. Professional boundaries
Maintaining appropriate professional boundaries is an important part of safe and effective counselling.
The therapist will maintain professional boundaries concerning:
communication;
social media;
personal relationships;
physical contact;
gifts;
contact outside counselling;
online communication; and
the use of personal information.
Clients should not use social media or other online platforms to communicate with the therapist about confidential counselling matters.
The therapist may decline social-media connection requests in order to maintain appropriate professional boundaries.
16. Medical and healthcare information
Counselling is not a substitute for medical assessment or treatment.
Where appropriate, clients may be encouraged to seek advice from their GP, NHS services or another suitably qualified healthcare professional.
Clients should inform the therapist of relevant information that may affect the safe provision of counselling.
The therapist will not provide medical diagnoses or prescribe medication unless they are separately qualified and authorised to do so.
17. Client responsibilities
Clients are expected to:
provide information that is reasonably necessary for the safe provision of counselling;
attend appointments at the agreed time;
provide reasonable notice when cancelling or rearranging appointments;
make payments when due;
communicate respectfully;
maintain appropriate boundaries;
provide a suitable and private environment for online sessions;
avoid attending sessions while significantly affected by alcohol or recreational drugs; and
inform the therapist if their circumstances materially change in a way that may affect counselling.
Clients remain responsible for decisions they make during and after counselling.
18. Records and personal information
The therapist will maintain appropriate records relating to counselling where necessary for professional, legal, safeguarding, insurance or other legitimate purposes.
Personal information will be handled in accordance with applicable UK data protection legislation.
Further information about what information is collected, why it is used, who it may be shared with, how it is protected and how long it is retained is provided in the Dee W-Jones Therapy Privacy Policy.
The Privacy Policy forms part of the information provided to clients about the handling of their personal information.
19. Complaints
If you have a concern or complaint about the counselling service, you are encouraged to raise it with the therapist in the first instance.
The therapist will take reasonable steps to understand and address the concern.
Where appropriate, clients will be provided with information about any applicable professional body’s complaints process.
Nothing in these Terms & Conditions prevents a client from exercising any legal or regulatory right available to them.
20. Ending counselling
Either the client or therapist may decide to end counselling.
Where possible, the decision to end counselling will be discussed during a session so that the therapeutic relationship can be concluded appropriately.
Where appropriate, the therapist may recommend a final session to review the work and discuss any ongoing support or referrals.
The therapist may need to end counselling where:
counselling is no longer appropriate;
the therapist believes another service would better meet the client’s needs;
the client requires a level of support outside the therapist’s competence;
professional boundaries cannot be maintained;
there is persistent non-payment;
there is abusive, threatening or otherwise unacceptable behaviour; or
continuing the therapeutic relationship would create an unreasonable risk to the client or therapist.
Where it is reasonably possible to do so, the therapist will provide an explanation and appropriate notice before ending counselling.
21. Therapist illness or unavailability
There may be occasions when the therapist is unable to provide a scheduled session because of illness, emergency, annual leave or another unforeseen circumstance.
Reasonable efforts will be made to notify the client and rearrange the appointment.
Where the therapist is unable to continue providing counselling for an extended period, clients will be informed as soon as reasonably practicable and, where appropriate, signposted towards alternative sources of support.
22. No guarantee of therapeutic outcome
Counselling is a collaborative process and individual outcomes vary.
The therapist does not guarantee a particular therapeutic result, improvement or timescale.
The therapist will work professionally and appropriately within their competence but cannot guarantee the outcome of counselling.
23. Website information
Information published on the Dee W-Jones Therapy website is provided for general information about the services offered.
Website content is not intended to constitute medical advice, diagnosis, emergency assistance or a substitute for professional healthcare.
Reasonable efforts are made to keep website information accurate and up to date, but information may change.
24. Website availability
Reasonable efforts will be made to keep the website available and functioning correctly.
However, continuous availability cannot be guaranteed.
The website may occasionally be unavailable because of maintenance, technical problems, hosting issues or circumstances outside the therapist’s reasonable control.
25. Intellectual property
Unless otherwise stated, the content of the Dee W-Jones Therapy website, including text, branding, graphics, images and other materials, belongs to Dee W-Jones Therapy or is used with appropriate permission.
You may view and use the website for personal and lawful purposes.
You must not reproduce, modify, distribute or commercially exploit website content without appropriate permission.
26. Third-party websites and services
The website may contain links to third-party websites or services.
These links are provided for convenience or information.
Dee W-Jones Therapy is not responsible for the content, availability, security or privacy practices of third-party websites.
You should review the terms and privacy information of third-party services before using them.
27. Changes to these Terms & Conditions
These Terms & Conditions may be updated from time to time.
Where a change materially affects an existing therapeutic relationship, the therapist will communicate the change to affected clients where appropriate.
The latest version will be published on this website.
28. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising from the provision of services will be dealt with in accordance with the applicable laws and courts of England and Wales.
Nothing in these Terms & Conditions removes or limits any legal rights that cannot lawfully be excluded or limited.
29. Contact
If you have any questions about these Terms & Conditions, please contact:
Dee W-Jones Therapy
Email: dee@deew-jonestherapy.co.uk
Telephone: 07368 901015
Website: https://deew-jonestherapy.co.uk/
Last updated: 25th September 2026