Next Steps
- Following your Initial Assessment, we will send you a digital Counselling Agreement via Square, our appointment management system.
- Once you have read this and you are happy with the details, please complete and approve your agreement (typing your name as a digital signature) and provide payment details for your future session.
- There will be a PDF copy of your agreement attached to the email which is for you to save for your records.
- Please read through and approve this when you are happy to proceed.
- After we have received your completed agreement, we will allocate a counsellor with suitable experience and availability for you.
- We aim to introduce your new counsellor within one week of receiving your signed Counselling Agreement, occasionally this can take a little longer depending on the availability of our counsellors and your individual requirements.
- Your counsellor will get in touch with you by email after we have introduced them, and they will offer some suitable session times for you to choose from, based on the availability you gave.
Please check Spam/Junk folders if you haven’t heard anything for a few days.
- If your availability has changed significantly since your initial assessment and you are unable to arrange a mutually convenient time for counselling, please let us know.
- Counselling sessions are at a fixed day and time of the week, which your counsellor reserves for you only. We ask that you agree a session time which you can attend every week.
- Your counsellor will confirm the time and date for your first meeting once you’ve both agreed this, and they will send you a meeting link for your first online counselling session together.
- You will receive a text and email confirmation via Square to confirm your repeat appointment has been setup.
- Going forwards, you will receive a reminder before each session.
Session Fees & Payments
- Payment for each counselling session is processed weekly in advance, approximately 6 days before each session, depending on processing times.
- You’ll receive a receipt by email for each payment.
- If you give your counsellor at least one week’s notice for any holidays or cancellations, they will cancel those appointments for you and payment will not be processed.
- If you provide one week’s notice but we are not aware of this in time to prevent your next payment from being processed for any reason, we will refund the payment for you as soon as we are notified of the error.
- When you join us and confirm your start date and time, we will usually process payment for your first session as we book the repeat appointment, unless this is more than one week away, in which case it will be processed approximately 5-7 days beforehand.
- If you agree a start date with your counsellor within the next few days, you may notice two payments are processed during the same week.
Please do not worry, you have not been charged twice. One will be for your first session, and the second payment will be for the following week, as payments are due weekly in advance. - Each payment is linked to a specific appointment, we will not charge you a weekly subscription fee. We are aware that some services do charge a subscription, regardless of whether you have a session or not, but ACN do not operate on this basis.
- We will not process payments until you have agreed a start date and time with your counsellor, and we will always correct or refund any errors due to miscommunication.
- We understand that mistakes can happen and if you are uncertain about anything, please get in touch with us so that we can check for you:
