Terms of Service

Last updated: 24 September 2025

These Terms of Service set out how counselling services are provided by Willow & Waves Counselling (“I”, “me”, “my”) to you (“you”, “client”). By booking a session, you agree to these terms.

1. Services

I offer one-to-one integrative counselling for adults and young people aged 12+, in person (Shepherds Hut) or online via secure video. Sessions are typically 50 minutes each.

2. Suitability and crisis support

Counselling is not an emergency or crisis service. If you are at immediate risk, contact 999, go to A&E, or contact your GP, NHS 111, or Samaritans on 116 123. I may signpost you to appropriate services if your needs are beyond my scope of practice.

3. Appointments, cancellations and lateness

  • Booking: Sessions are arranged by mutual agreement (in person or online).
  • Cancellation: Please give at least 24 hours’ notice to cancel or reschedule. Late cancellations or missed appointments may be charged at the full session fee.
  • Lateness: If you arrive late, the session will still end at the scheduled time and the full fee may apply.

4. Fees and payment

  • Fee: £45 per 50-minute session (unless otherwise agreed in writing).
  • Payment: Due on the day of the session by bank transfer (details provided privately). Receipts are available on request.

5. Confidentiality and safeguarding

What you share in counselling is confidential. Exceptions apply where there is a legal duty, court order, or serious safeguarding concern (e.g., risk of harm to yourself or others, or risk to a child or vulnerable adult). Where possible, I will discuss any necessary steps with you before acting. I receive professional supervision in line with ethical requirements; client identities are protected.

6. Online sessions

Online work requires a private space and a stable internet connection. I use secure platforms, but I cannot guarantee the security of your own devices or networks. If a connection fails, I will attempt to reconnect or offer alternatives where feasible.

7. Record-keeping and privacy

I keep brief session notes and necessary administrative records. These are stored securely and retained for up to seven years after our work ends, then destroyed. For full details, including your rights, please see the Privacy Policy.

8. Professional standards

I am an Accredited Member of the NCPS (National Counselling & Psychotherapy Society) and work to their ethical framework. I hold appropriate insurance and an Enhanced DBS check.

9. Accessibility and reasonable adjustments

If you have accessibility needs or require adjustments, please let me know. I will take reasonable steps to accommodate them where practicable.

10. Complaints

If something is not working for you, please raise it with me so we can address it. If you remain dissatisfied, you may contact the NCPS to follow their complaints procedure.

11. Rescheduling, breaks and endings

You can end counselling at any time; I encourage a planned ending session where possible. I may suggest a pause, referral or ending if the service is not benefiting you, is outside my competence, or if terms (including payment and conduct) are not met.

12. Website content

Information on this website is for general guidance only and is not a substitute for professional medical advice. All site content (text, images, design) is owned by Willow & Waves Counselling or used with permission. You may not copy or reuse it without consent.

13. Liability

I do not exclude liability where it cannot be excluded by law. Otherwise, to the extent permitted by law, my liability is limited to the amount you have paid for services. I am not liable for indirect or consequential loss.

14. Changes to these terms

I may update these terms to reflect practice, legal or regulatory changes. The “Last updated” date will change and the latest version will apply to future sessions.

15. Governing law

These terms are governed by the laws of England and Wales and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Amy Timms
Willow & Waves Counselling
Email:
Phone: 07471 436045