Frequently Asked Questions
Below is a selection of questions most frequently asked by people who use our service. If you have a question that isn’t answered on this page, please take a moment to contact us using the pop-up form at the bottom-left of the page and we’ll do our best to get back to you as soon as possible. ↙
How are your costs so low? What’s the catch?
No catch! Quite simply, our costs are so low because our counsellors voluntarily offer their time at a huge discount to us in order to help us achieve our goal of making talk therapy affordable for everybody.
Which pricing tier should I choose?
The categories such as “student”, “OAP”, or “employed” are only listed as general guidelines to indicate varying income levels. There are, of course, such things as wealthy OAPs and people in full-time employment who are struggling to make ends meet.
Therefore, our pricing tiers are based on an honour system, whereby you decide the tier which best reflects your personal circumstances and your ability to pay.
The average cost for in-person counselling ranges from £50-£90 per session, making our service up to £61 cheaper even for those people paying our top rate of £29 per session.
We can only afford to provide our services at these prices because our counsellors voluntarily offer their time at a huge discount to us in order to help us achieve our mission of making talk therapy affordable for everybody.
All we ask in return is that you opt for the tier which best reflects your circumstances, rather than the one which will simply save you the most money.
Do I need to prove my income or employment status?
No. You are not required to prove your income or employment status when you book, nor will you be asked about it by your counsellor. We trust our clients to make this choice voluntarily and in good faith.
What is “Method of Levels” therapy?
Method of Levels is a revolutionary new form of talking therapy based on Perceptual Control Theory (PCT) which aims to help you shift your awareness to the conflicting thoughts and beliefs thought to be at the root of psychological distress in order to help you recognize and resolve the conflict. Scroll towards the bottom of our homepage to see a video explaining more about MOL.
Do I need to book a consultation first?
No. Method of Levels is a “transdiagnostic” approach to therapy which means it can be successfully applied to any mental health problem. While many therapeutic approaches use the first session to establish a diagnosis and introduce you to the theory behind the approach, with MOL you can skip these formalities and get straight to addressing the problems you’d like to talk about.
How many times can I use the service?
There are no limits on the number of times you can use this service. Whether it’s twice per week or once a month, the purpose of this service is to make talk therapy available whenever you feel you need to access it.
Can I choose which therapist is assigned to me?
Yes. You can choose your preferred therapist during the booking process. You can find out more about a practitioner’s qualifications and psychotherapeutic interests by clicking the “More info” tab beside their name on the Bookings page.
Can I book the same therapist every time?
Potentially. If you wish to access therapy at short notice your preferred counsellor may not be available due to their working schedule or if they are already booked-up with other clients. However, if you’re willing to book a few days in advance you’re more likely to be able to secure the counsellor of your choice. We understand the attraction of speaking with a familiar face but the nature of our Method of Levels approach means that knowledge of your case history isn’t required in order for therapy to be effective. The choice is yours.
Are appointments available 24/7?
Not yet. We currently have a limited number of therapists available, some of whom are located in different timezones, meaning there may be some late night appointments available. We’re working on expanding our team and thus the range and number of timeslots available, however, for the time being, appointments are likely to be more readily available during weekdays between 8am and 10pm, and on a first-come-first-served basis.
Why do you need my name and date of birth to book an appointment?
We need your personal details to open your client account and to comply with data protection laws.
Why do you need my email and phone number?
We need your contact details to send you a booking confirmation containing the link required to connect to our video chat service.
We ask for an email address and mobile number as this method of dual verification vastly reduces the number of bogus registrations from spambots and the like.
We will not use your contact details to send you any marketing or other unsolicited communications and will only contact you regarding information and appointments pertaining to your personal use of the service.
What should I write in the "Comments" section of the booking form?
This section is optional, however, please feel free to let us know about anything you feel may be relevant to your appointment such as a previous diagnosis, a vision or hearing impairment, or anything else you would like your counsellor to know prior to your appointment.
What if I need to cancel my appointment?
If you need to cancel your appointment you can find the cancellation link in both your appointment confirmation and reminder emails.
What is your refund policy?
If you cancel your appointment up to 24 hours before your appointment start time you will receive a full refund.
For same-day cancellations (this includes cancellations within 24 hours of your appointment start time), or if you simply don’t show up for your appointment for whatever reason, you will not be entitled to either a full or partial refund.