FREQUENTLY ASKED QUESTIONS
Questions We Often Hear
We understand that reaching out for support can feel like a big step.
Here are answers to some of the questions young people, parents and organisations commonly ask before getting started.
How do I know if counselling is right for me or my young person?
Counselling can help when emotional difficulties begin affecting wellbeing, relationships, confidence, education or day-to-day life.
Do you offer online counselling?
Yes. Online counselling is available across the UK
Do parents attend sessions?
This depends on age, safeguarding considerations and the young person’s preferences.
How do I book and attend my online sessions?
All bookings, scheduling, and video sessions are managed through Konfidens, a secure platform built specifically for healthcare practices. Once you choose a time, you will receive an email confirmation with login details for your client portal. At the time of your appointment, simply log into Konfidens and click “john session.”
Is online counselling secure and private?
Yes, absolutely. Your privacy is protected by strict digital security measures:
Encrypted Video: All sessions take place over Konfidens using end-to-end encryption to prevent unauthorized access.
No Recordings: We strictly prohibit the recording of therapy sessions by both
practitioners and clients.
Private Environments: Our practitioners always conduct sessions from private, locked rooms. We ask that you also join from a secure space where you cannot be overheard.
How does billing work?
All invoices and payments are handled securely through Konfidens integrated payment gateway. Your financial details are fully encrypted and are never stored or seen by our practice. Payment is typically processed automatically at the time of booking or in line with your client agreement.
What is your cancellation policy?
We require a minimum of [Insert Hours, e.g., 24 or 48] hours notice to cancel or reschedule a session without charge. You can manage this easily by logging into your Konfidens client portal. Cancellations made outside of this window, or missed appointments, will be charged at the full session rate.
Is what I say in therapy completely confidential?
What you share with your counsellor is confidential. However, under UK law and professional ethical frameworks (such as the BACP), confidentiality has legal limits. We are required to break confidentiality if we believe you or someone else is at
immediate risk of serious harm, or if we are ordered to do so by a UK court. We will always try to discuss this with you before taking action.
What happens if the internet cuts out during my session?
If we experience a technical failure or the connection drops on Konfidens, your practitioner will wait two minutes for you to re-connect. If the platform remains unavailable, your counsellor will immediately call you on the telephone number you provided during registration so your session can continue safely.
Do you work with severe mental health conditions?
No. Climb Youth Therapy supports mild to moderate emotional and wellbeing difficulties and is not a crisis service.