What is the Client Contract?



Clients accessing any of The Green Rooms services enter into the following contract.


The Green Rooms employs many sessional practitioners, all of whom are educated to a minimum of post-graduate level in the discipline of Counselling, Psychotherapy, Counselling Psychology, Art Psychotherapy or Coaching. All our practitioners will strive to support your growth and give you the best service they can. There are never any guarantees with counselling/psychotherapy/coaching and so (like every reputable company) we are not able to guarantee a specific outcome.



Standard appointments are 50-60 minutes long. 1.5 hour appointments may be available on request.

Frequency of appointments can be weekly, twice weekly, fortnightly, or whatever frequency suits you and your Counsellor/Psychotherapist/Coach. Frequency is flexible, and can be changed over time.

Appointments (Face to Face)

Counsellors/Psychotherapists will always endeavour to be on time.

Please arrive as close to your appointment time as possible. This protects your confidentiality, and the confidentiality of the client before you. When you book your first appointment, you will be advised whether or not there is a waiting room available .

Please note that if you arrive late, your appointment will still end at the scheduled time and the fee will be unchanged. If you are more than 20 minutes late, it may or may not be appropriate to go ahead with the appointment- you and your Counsellor/Psychotherapist/Coach would discuss this at the time.

Appointments (Telephone, Skype or Zoom)

Appointments will take place at a pre-agreed date and time, and via an agreed method. At the time of writing, methods which are covered by insurance are: Telephone, Skype, Zoom.

For telephone and Skype, the client ‘calls’ their Counsellor/Psychotherapist, as this is considered equivalent to the client knocking the physical door. For Zoom, the client emails the Counsellor/Psychotherapist a link of where to ‘meet’.

In the event of technical difficulties that disrupt Skype or Zoom, the appointment will be conducted via telephone with the client phoning the Counsellor/Psychotherapist in the first instance, unless agreed otherwise.

If the client does not ‘turn up’ at the arranged date and time the Counsellor/Psychotherapist will attempt to contact the client. If the client is unreachable, the Counsellor/Psychotherapist will leave a voicemail and/or email them. The Counsellor/Psychotherapist will be available for the remainder of the appointment and the client is welcome to begin the appointment late – the appointment will end at the original agreed time. The appointment will be charged as normal.

Counsellors/Psychotherapists will always endeavour to be on time. If you telephone or Skype early, and the Counsellor/Psychotherapist is not yet available, please try again at the agreed time. If they are not available at the correct time, they will telephone or Skype you as soon as they are available. If using Zoom and you arrive early, please wait for the Counsellor/Psychotherapist to arrive at the agreed time.

Counsellors/Psychotherapists will:

  • Understand the importance of confidentiality and ensure they have a private, confidential room where they cannot be overheard, and would only be interrupted in an emergency.
  • Understand the importance of data protection:
    • Use technology that has been approved by our insurance providers.
    • Never record the appointments.
    • Use devices which are password-protected.
    • Maintain up-to-date virus protection and spyware.
  • Request the client’s: name, location (address) during appointment, phone number and GP details. This is to ensure the Counsellor/Psychotherapist is able to provide support needed in an emergency.

We request that Clients:

  • Ensure they have a private, confidential room where they cannot be overheard, and would only be interrupted in an emergency. This includes answering the doorbell and phone calls.
  • Use technology they trust to be secure.
  • Phone, Skype or Zoom their Counsellor/Psychotherapist at the agreed date and time.
  • Consider what they will do for the few minutes after the appointment has ended. It can be helpful to set aside some time to reflect and relax, before going about ‘normal business’. Clients who are used to meeting their Counsellor/Psychotherapist in person, may experience the ending as feeling abrupt.

Contact between Sessions

If you need to contact your Counsellor/Psychotherapist/Coach please phone, text or e-mail them. This contact is limited to practical arrangements. Please note that The Green Rooms is not a crisis service and does not have the capacity to offer emergency support. If you feel that you are at risk of harming yourself, we hope that the following organisations will be able to help you immediately.

  • Breathing Space – 0800 83 85 87
  • The Samaritans – 116 123
  • NHS 24 – 111
  • Your GP

If you ‘bump into’ your Counsellor/Psychotherapist/Coach outside of your appointments, you have a choice of what to do. You can choose to acknowledge or ignore them, and they will follow your lead. If you choose to acknowledge them, you can smile, wave or say hello, and they will return the gesture so long as they feel it is appropriate. It is not appropriate to get into conversation, and your Counsellor/Psychotherapist/Coach will not instigate this or ask you how you are.


Normally the ending of the therapeutic relationship is by mutual agreement with your Counsellor/Psychotherapist/Coach, but you are free to end your relationship at any time.

On rare occasions your Counsellor/Psychotherapist/Coach may end the relationship if they believe that you are not benefiting from the service, they believe that they do not possess the skill-set to work with you, or, they leave the company. We strive to allocate you to a Counsellor/Psychotherapist/Coach who does have the skill-set to work with you, however, if new issues are disclosed during therapy, this can on occasion result in this particular challenge. Where possible, clients will be offered the option of an alternative Counsellor/Psychotherapist/Coach if their existing practitioner leaves the company.

On occasion, the availability of your Counsellor/Psychotherapist/Coach may change, and this may affect your regular session day/time. We will do our upmost best to find an alternate day/time with the same practitioner to suit you. We will strive to give you a minimum of 6 weeks notice where possible.

If at any time a client was to be abusive, or violate the terms of the client agreement, their Counsellor/Psychotherapist/Coach has the right to immediately end the session and cancel all future arranged sessions.

Payments and Cancellations (Regular Services)

Working days are Monday-Friday, 9am-5pm, not including local Bank Holidays. Appointments cancelled less than one working day before the start time will be charged at 100%. Appointments cancelled one to two working days before the start time will be charged at 50%. In exceptional circumstances, this policy may be adjusted.

Your Counsellor/Psychotherapist/Coach will endeavour to give you as much notice as possible when they need to cancel your planned appointment. If they need to cancel due to illness, another trusted professional may contact you in their place.


When payment is owed no further appointments can be booked until the debt is cleared (unless agreed by The Green Rooms).

Ethical framework

All Coaches, Counsellors and Psychotherapists adhere to the ethical guidelines of the British Association for Behavioural and Cognitive Psychotherapies (BABCP), the British Association for Counselling and Psychotherapy (BACP), Counselling & Psychotherapy in Scotland (COSCA), or, The British Association of Art Therapists (BAAT).


All Coaches, Counsellors and Psychotherapists hold indemnity insurance and public liability insurance.


All Coaches, Counsellors and Psychotherapists hold clean PVG certificates.

Changing Practitioner

It is often possible to change to work with another Counsellor/Psychotherapist/Coach. If you would like to discuss this, or have any other questions please contact the director, Alison Barr, on: alison.barr@thegreenrooms

Social Networking

The Green Rooms Counsellors/Psychotherapists/Coaches are not permitted to communicate with clients via social networking. This is to protect the therapeutic nature of the relationship.

Privacy Policy & Terms and Conditions

To view our Privacy Policy & Terms and Conditions please follow the link.

Special Offers and Non-Profit Project (GRACE)

Please note that session duration, frequency and payment/cancellation policy may differ from above if you are accessing a special offer or the non-profit project (GRACE). Specific details will be given to you if this applies.