After your Assessment...
- Following your Initial Assessment, we’ll send you a digital Counselling Agreement via Square (our appointment management system).
- Once you are happy with the details, please complete and approve your agreement by typing your name (a digital signature) and providing payment details for your future sessions.
- Payment for your first session will only be processed after you agree a start date and time with your new counsellor (please see further information about payments below).
- After we receive 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 our counsellor’s availability and your individual requirements.
- Your counsellor will get in touch with you by email after we introduce them to offer some suitable session times for you to choose from, based on the availability you gave in your assessment.
Please check Spam/Junk folders if you
haven’t heard anything for a few days…
- Counselling sessions take place at the same time and day each week, which your counsellor reserves for you only. We ask that you agree a session time that you can attend every week.
- If your availability has changed significantly after your assessment and you’re unable to arrange a mutually convenient time for counselling, please let us know.
- When you’ve been able to agree a regular session time and day, and the start date for your first session, your counsellor will confirm this to the Admin team.
- We will setup your repeat appointment and you’ll receive a confirmation email of this via Square Appointments.
- Your counsellor will provide you with a meeting link for your online counselling sessions together.
- Going forwards, you will also receive a reminder via Square 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:
