Terms & Conditions

1. About these terms

Michele Watson is a Senior Accredited Member of the British Association for Counselling and Psychotherapy and works in accordance with the BACP Ethical Framework for the Counselling Professions.

The information on this website is general information about counselling and the services offered. It is not intended to provide individual medical or psychological advice, diagnose or treat a medical or mental health condition, replace advice from a GP or other qualified healthcare professional, or provide emergency or crisis support. Reasonable care is taken to keep the website accurate and current, but no guarantee is given that all information will always be complete, current or suitable for every person.

Using this website, sending an email, making a telephone enquiry or submitting the contact form does not establish a therapist-client relationship. A counselling relationship begins only after Michele has confirmed that she is able to offer counselling, the practical and fee or insurance arrangements have been agreed, and the client has received and agreed to the relevant Counselling Agreement. Michele may decide that another therapist, healthcare professional or service would be more appropriate for a prospective or existing client and, where appropriate, may recommend alternative support.

2. Who counselling is available to

Counselling is available to adults and young people aged 18 or over, subject to an initial assessment and agreement that the service is appropriate for their needs.

3. Appointments, fees and cancellations

Counselling is provided by appointment only. Sessions normally last 50 minutes and may be provided face to face, online or by telephone. The agreed appointment time is reserved for the client; a session must still finish at the scheduled time if the client arrives late.

The fee for a private counselling session is £70. Unless otherwise agreed, payment is due on the day of the session by BACS transfer or cash. Michele may review her fees periodically, and existing clients will be given reasonable notice before a change takes effect.

Clients must give at least 24 hours’ notice by email, text message or telephone if they cannot attend an appointment. For private-pay clients, a cancellation made less than 24 hours before the appointment, or failure to attend without notice, will normally incur the full £70 session fee. For Bupa-funded clients, the charge is £60, payable personally because it is not normally covered by Bupa. For clients funded by Aviva Health, AXA Health or another insurer, the cancellation or non-attendance charge will be confirmed in the applicable Counselling Agreement before counselling begins.

A cancellation charge may be waived in exceptional circumstances at Michele’s discretion. If Michele needs to cancel an appointment, no cancellation fee will be charged and she will offer another appointment where reasonably possible.

4. Private Medical Insurance counselling

Michele Watson is registered as a private healthcare provider with Bupa, Aviva Health and AXA Health. Counselling may also be funded through another private medical insurer where this has been agreed in advance and Michele is recognised by that insurer.

Where counselling is funded through private medical insurance, the client must provide:

• the name of their insurance provider;
• their membership or policy number;
• the policyholder’s name;
• a valid claim or authorisation number;
• details of the number of sessions authorised and of any policy excess; and
• any other information reasonably required to confirm insurance cover and submit claims.

The client is responsible for checking the terms of their policy, confirming that counselling with Michele is covered before treatment begins, obtaining and maintaining any required authorisation, informing Michele of any change to their cover, and paying any policy excess, client contribution, amount not covered by the insurer, sessions beyond the authorised number, and cancellation or non-attendance charges the insurer does not cover.

Michele cannot guarantee that an insurer will authorise counselling or pay a submitted claim. If the insurer declines a claim, withdraws authorisation or pays less than the amount due, the client will be responsible for the outstanding amount, subject to the arrangements agreed before counselling begins.

Relevant administrative information may be shared with the insurer to confirm eligibility, authorisation, attendance, treatment dates and payment. Clinical or medical information will only be provided where this is necessary, lawful and permitted under the client’s insurance arrangements. The client should tell Michele if they do not consent to information requested by their insurer being provided, and understands that refusing may result in the insurer declining to fund further counselling.

5. Online and telephone counselling

Clients attending counselling online or by telephone are responsible for:

• providing accurate contact details;
• attending from a private and reasonably quiet location;
• using a suitable device and internet or telephone connection;
• taking reasonable steps to protect their privacy; and
• informing Michele of their location if this may be needed in an emergency.

If an online connection fails, Michele and the client may attempt to reconnect, continue by telephone or rearrange the remaining session time. Michele cannot guarantee the reliability or complete security of a client’s device, internet connection, email provider or telephone service.

6. Client responsibilities

Clients agree:

• to provide information that is accurate to the best of their knowledge;
• to communicate changes in their circumstances that may affect counselling;
• to ask about anything that is unclear or causing concern;
• to attend appointments promptly;
• to treat Michele respectfully;
• not to record a session without prior written agreement;
• to maintain the privacy of online or telephone sessions; and
• to pay all fees and charges for which they are responsible.

Clients should tell Michele about any matter that may affect their safety or ability to participate in counselling.

7. Confidentiality and its limits

Information shared during counselling will be treated as confidential and handled in accordance with professional, ethical and legal responsibilities.

Confidentiality is not absolute. Information may be disclosed where:

• the client has requested or consented to the disclosure;
• disclosure is required by law or a court order;
• there is an immediate or serious risk of harm to the client or another person;
• disclosure is necessary to safeguard a child or an adult at risk;
• information is required to administer authorised private medical insurance arrangements; or
• limited information is discussed during confidential clinical supervision.

Where it is lawful and safe to do so, Michele will normally discuss a proposed disclosure with the client before information is shared. Only information reasonably necessary for the relevant purpose will be disclosed.

Michele undertakes regular clinical supervision in accordance with her professional responsibilities. Aspects of counselling work may be discussed confidentially with a suitably qualified supervisor. A client’s identity will not normally be disclosed, and the supervisor is also required to maintain confidentiality.

8. Privacy and data protection

Personal information is handled in accordance with the separate Privacy and Data Protection Notice available on this website, which explains the collection, use, storage, retention and permitted disclosure of personal and medical information.

Personal information, communications, counselling records and medical information will normally be retained securely for five years from the end of counselling or the client’s last substantive contact. Personal information will not be sold, rented or used for marketing by another organisation.

9. Emergencies and ending counselling

Michele does not provide an emergency or crisis-response service through this website, email, text message or voicemail. Messages sent through the website or by email may not be read immediately. Anyone who is in immediate danger or believes another person is in immediate danger should call 999 or attend the nearest Accident and Emergency department. A person needing urgent medical advice should contact their GP, NHS 111 or an appropriate crisis or emergency service.

A client may decide to end counselling at any time and is encouraged to discuss this with Michele so that the work can be brought to an appropriate close. Michele may recommend ending, pausing or transferring counselling where it is no longer appropriate for the client’s needs, another service would be more suitable, professional boundaries cannot be maintained, there are persistent missed appointments, fees remain unpaid, or continuing would be unethical or unsafe. Any outstanding fees remain payable when counselling ends.

10. Concerns and complaints

Clients are encouraged to raise concerns directly with Michele so that they can be considered and, where possible, resolved. A concern or complaint can be submitted by email to: personcentred@gmail.com

Michele will acknowledge and respond to a formal complaint within a reasonable period. Information about BACP’s professional standards and complaints procedures is available from the British Association for Counselling and Psychotherapy at: www.bacp.co.uk

Nothing in these Terms and Conditions prevents a client from exercising any legal right or contacting an appropriate professional or regulatory body.

11. Website use, external links and availability

Unless otherwise stated, the text, design and original content on this website belong to Michele Watson or are used with permission. Content may be viewed or printed for personal and non-commercial use and must not be copied, republished, distributed, altered or used commercially without prior written permission, except where permitted by law. Third-party names, logos and trade marks belong to their respective owners.

The website may contain links to third-party websites or embedded services, including Google Maps, BACP and private medical insurance providers. These are controlled by third parties and have their own terms, privacy notices and cookie policies. Michele is not responsible for the content, security, availability or privacy practices of third-party websites and services.

Reasonable efforts will be made to keep the website available and secure, but uninterrupted access cannot be guaranteed. The website may be changed, suspended or temporarily unavailable because of maintenance, security concerns, technical failures or circumstances outside Michele’s reasonable control.

12. Liability, changes and governing law

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to those rights, Michele is not responsible for loss caused by:

• reliance on general website information instead of obtaining appropriate professional advice;
• failures involving a visitor’s equipment, internet connection or third-party service;
• unauthorised access resulting from circumstances outside Michele’s reasonable control; or
• events that could not reasonably have been anticipated or prevented.

Nothing in these Terms and Conditions affects a client’s statutory rights.

These Terms and Conditions may be updated to reflect changes to the website, counselling arrangements, professional guidance or applicable law. The current version and its “Last updated” date will be displayed on this page. Changes will not retrospectively alter an existing client’s agreed counselling arrangements without appropriate notice.

These Terms and Conditions are governed by the laws of England and Wales, whose courts will have jurisdiction over disputes relating to the website or these terms, subject to any mandatory consumer right allowing proceedings elsewhere in the United Kingdom.

13. Contact

Questions about these Terms and Conditions should be directed to:

Michele Watson
Maris Green
Great Shelford
Cambridge
CB22 5EG

Email: personcentred@gmail.com
Telephone: 07531 280695