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FAQ｜ Frequently asked questions

1. How do I book a consultation?

You can contact us by phone, email, WeChat or leave a message in the contact section of our official website. We will usually reply to you within 2 hours. Our contact information is +44 (0) 7494 012 117, info@psywell.co.uk, or scan the QR code below to add our WeChat.

2. What is the consultation process?

For all new clients, our counselling process consists of three steps: Booking, Pre-consultation and payment, Session.There is no charge for making an appointment or attending the pre-consultation. Once you and your counsellor agree that therapy is appropriate, payment will be arranged and your first session will be confirmed.

If you wish to cancel your appointment, please contact us at least two working days in advance during business hours (Monday–Friday, 9:00am–5:00pm, excluding public holidays). A full refund will be provided. Cancellations made within two working days of the appointment are non-refundable. For more information, please see How to Book.

3. Can I cancel my appointment?

Yes. You may cancel your appointment at any time. However, to respect your counsellor's time and ensure fair scheduling, we kindly ask that you notify us as early as possible. Appointments cancelled at least two working days before the session will receive a full refund. Appointments cancelled after this time, or missed without notice, are non-refundable. If exceptional circumstances arise, please contact us as soon as possible. We will do our best to support you where appropriate.

4. Can i reschedule?

Yes. If you need to reschedule, please contact us at least one working day before your appointment. Appointments may usually be rescheduled once, with the new appointment taking place within 7 days of the original booking, subject to availability.

5. Can I book regular appointments?

Yes. If you plan to continue therapy over a longer period, we can arrange a regular appointment time for you. Depending on your needs, sessions may be scheduled weekly, fortnightly, or monthly.

6. Can Psywell counselling give me medical prescription?

We cannot give you prescription. Please contact your doctor/GP for such enquiry.

7. What should I do if I need urgent mental health support?

PSYWELL does not provide a 24-hour crisis service. If you or someone else is at immediate risk of harm, or you are experiencing a mental health emergency, please contact your local emergency services immediately. If you are in the UK, you can:

Call 999 or attend your nearest Accident & Emergency (A&E) department.
Call NHS 111 and select the mental health option.
Contact Samaritans on 116 123.

If you are outside the UK, please contact your local emergency services or crisis support service.

8. Will my information be kept confidential?

PSYWELL Counselling strictly abides by the EU and UK personal information protection laws, and abides by the code of ethics of BACP framework, and keeps the relevant information shared by customers strictly confidential. However, according to laws and regulations, we are obliged to share your information under the following circumstances:

when PSYWELL Counselling is compelled to break confidentiality by a court of law,
when information disclosed during the session is of such concern that confidentiality cannot reasonably be expected to be maintained, i.e. terrorism, various crimes
or if the counsellor has the reason to believe that there is a risk of significant harm to yourself or others, in which case she reserves the right to contact the appropriate authorities.
counsellor would always try to keep you informed prior to disclosure, unless she/he considers that the urgency of the situation requires immediate action to safeguard the physical safety of yourself or others.

PSYWELL do not store your information for commercial purposes. In order to ensure the continuity of counselling services provided to you and improve your counselling experience, our counsellor will record and save the information you share for 6 months, after which we will cleanse such information. You don't need to worry about the leakage of information.

9. What preparations do I need to do before counselling sessions?

Please do not drink alcohol, or consume anything that affect your mental state (dizziness, drowsiness) before the session, and keep your mind clear. Completing a high-quality counselling/therapeutic session is the responsibility of both you and the counsellor. We wish you to honour the time you put in.

Since we are all using online video consultation, please ensure that your signal and network are stable before the session starts, and please make sure your face could show clearly in the screen.

10. Any thing I need to keep in mind during the session?

Please stay relaxed during the session and be assured that you are in a very safe environment free of and judgement and criticism. In addition, please maintain a positive and cooperative attitude during the session. A good counselling experience is the result of the joint efforts of both you and our counsellor. Please stay focused during the session and do not drink or eat.

During online sessions, please remain in a private environment and avoid distractions wherever possible.

11. Will PSYWELL sign a contract with me?

In order to protect the rights and interests of you and the counsellor, we will sign a counselling contract with you before the formal session begins.

12. 11. Can I contact my counsellor directly?

Once your therapeutic relationship has been established, you may arrange appointments or discuss scheduling directly with your counsellor if appropriate. To maintain professional boundaries, communication between counsellors and clients is limited to matters relating to therapy and appointments. Counsellors are unable to provide ongoing emotional support, personal conversations, or crisis intervention outside scheduled sessions. If you are unsure whether to contact your counsellor or our Client Support Team, please contact our Client Support Team first and we will be happy to help.