Clear Expectations for a Safe and Respectful Counselling Process

Please provide as much notice as possible when cancelling or rescheduling. Late cancellations and missed appointments may be charged according to the informed-consent agreement, except where otherwise agreed or required.

Counselling requires respectful communication and a setting that supports emotional and physical safety. Service may be paused or redirected when needs fall outside the counsellor’s scope or a different level of care is required.

Willowth is not an emergency or crisis service. The website, forms, email, and voicemail are not monitored for urgent situations. In an emergency, contact local emergency services or an appropriate crisis service.

Sessions normally end at the scheduled time. Arriving late may reduce the available session time so the next client’s appointment can begin as planned.

Email, text, and voicemail are intended mainly for scheduling and administrative communication. They are not monitored continuously and should not be used for urgent or emergency support.

Clients are responsible for choosing a private location, maintaining a stable internet connection, and providing their current physical location and emergency contact information when required for online sessions.

Counselling information is kept confidential within professional and legal limits. Exceptions and record-handling practices are reviewed as part of informed consent before counselling begins.

Willowth does not guarantee reimbursement. Clients are responsible for confirming coverage, annual limits, referral requirements, and whether Registered Clinical Counsellor services are included in their plan.

Payment is due according to the method and timing confirmed before services begin. A receipt is provided after payment and may be submitted to an extended-health provider where RCC services are covered.

Clinical and administrative records are maintained according to professional, legal, privacy, and retention obligations. Requests for letters, forms, reports, or record access may require additional time, consent, and fees.