Professional Service Agreement

This document constitutes the terms and conditions of service between Hell Online Counselling and their clients

Please note, this practice is not eligible to claim from medical aids. Please take note that clients are accountable to pay their own consultation fees as per the normal tariffs charged by this practice.

Business hours

Monday – Friday: 10:00-17:00

Saturday, Sunday, and public holidays: closed


Client intake

All prospective clients must undergo and two-step intake process consisting of a form submission and intake session.

Complete digital intake forms here.

This Adult Intake pack is comprised of a Client Agreement, and a Professional Services Agreement.

The Child Intake pack includes an Indemnity Agreement in addition to the Client Agreement, and Professional Services forms, and must be completed and submitted by a parent/guardian.

These forms work to both collect all necessary information about the client in pursuit of their best path of care, and, also, to formally contract us to the therapeutic relationship.

After submission, you will be contacted within 3-5 business days via WhatsApp to discuss next steps.

Depending on availability, you will be invited to schedule your intake appointment, or added to our waiting list.

The intake session requires a payment of R100.

In the intake session, client and counsellor will discuss the nature of the clients problems before agreeing upon a path forward in the best interests of the client’s path of care.

The intake session may result in a referral towards better suited care in the case that the client’s needs fall outside of the counsellor’s scope of practice.

More details regarding payments and sessions can be found below.

Reasons for Declined Intake

  • Conflicts of interest
  • Therapeutic needs fall outside of our scope of practice
  • Previous account termination
  • Practice temporarily Closed to new clients
  • Logistical incompatibility
  • Proposed client below the age of 12 years

Communication

All clients are required to provide a verifiable emergency contact person.

Clients/Emergency Contacts may contact the counsellor between sessions for the following reasons:

  • Bookings
  • Rescheduling/Cancellations
  • Emergencies/feelings of crisis
  • Homework submission
  • Significant updates in regard to medication, health, additional care, or life stressors, etc. (updates will only be discussed in session)
  • Update of person information, pronouns, contact details, etc.
  • Requests for therapeutic information, letters, session transcripts, progress updates

Clients/Emergency Contacts may not contact the counsellor for any non-therapeutic/unsolicited reasons, including, but not limited to memes, advertisements, social/romantic/sexual connections

Emergency contacts may contact the counsellor regarding questions, concerns, notable incidents or requests for brief support/advice in assisting the client in their therapeutic journey.

Responses may be delayed during operating hours due to normal business operations.

Any correspondence received outside of the set operating hours will be responded to upon the next open of business.

As a text-based practice, Hell Online Counselling and it’s employees will not be available for voice/video calls at any time.

Clients/emergency contacts may not pursue any type of connection, interaction, or relationship (platonic or otherwise) with the counsellor on any form of social media for reasons of ethics and privacy, as well as the preservation of the professional relationship.

Counsellor principles 

This practice operates according to a rigid moral code of empathy and understanding. We have a strict No Victim-blaming stance. Additionally, we are committed to unlearning the detriments of white privilege, heteronormativity, binary gender polarisation, and neurotypical stereotyping. We hope to actively support black, queer, and trans lives, sex workers, women, male victims of abuse, people with disabilities, and everyone in between.

Each client can expect the following treatment in every session:

  • Unconditional positive regard,
  • Respect,
  • A willingness to listen,
  • Empathy,
  • Understanding, and
  • Adherence to the ASCHP code of ethics.

Learn more about the ASCHP here.

Client expectations

The client is expected to make a good-faith effort at personal growth, and to engage in the therapeutic process as an important priority at this time in their life. 

The client must complete all homework between sessions to the best of their ability within reason, and in deference to their own psycho-emotional capacity.

Clients are obligated to behave respectfully in regard to:

  • The counsellor, 
  • Any additional employees of Hell Online Counselling,
  • The counsellor’s privacy, and any personal boundaries that are stated herein, or communicated during the course of the therapeutic relationship, and
  • All rules, terms, conditions, and stipulations mentioned herewith.

The client is requested to contact the counsellor ASAP following any missed session in order to confirm their health and safety.

The client is encouraged to address any and all issues, questions, or concerns regarding both this service agreement, and the therapeutic process at any time during the contractual period with the counsellor to ensure that any dispute or modifications to this agreement and/or the therapeutic relationship can be negotiated directly in the best interests of the client.

Confidentiality policy

Every client, regardless of age (or other demographic category), can trust that all personal information including, but not limited to, therapeutic communications (texts, voice notes, and pictures) shared within a session, records, personal information, homework assignments, and/or reasonable and appropriate updates will be kept strictly confidential between the client and the counsellor in accordance with South African law, as outlined in The National Health Act no. 61 of 2003. All information is kept on password protected devices, and is never publicly available to any outside party including corporations, family members, guardians, or Nosey Nellies alike.

This practice is POPI act compliant.

The exceptions to this policy of confidentiality include instances such as: 

  • Where the counsellor genuinely believes that the client could be in danger from themselves, or from another person,
  • If the counsellor believes that the client could be a danger to someone else,
  • Referrals, and interdisciplinary consultations or treatment plans,
  • If full written consent is provided by the client, or
  • When a court order, or subpoena, is received directing the disclosure of client information.

While it is not guaranteed, efforts will be made to inform the client prior to the dissemination of any mandated disclosure of confidential information.

All messages, emails and communications, shared outside of set session times, or which can be reasonably considered as not pertinent to homework assignments or therapeutic updates will not be subject to this confidentiality policy.

In the event that you miss a session, and if requested, a censored screenshot may be sent to your emergency contact- especially if they’re the ones paying for your sessions.

Research policy

The counsellor is currently completing a Masters degree in research psychology, as such Hell Online Counselling is actively involved in psychological research

The client’s general information, thoughts, feelings, and opinions may be used in research at any given time. 

All research will adhere to strict ethical oversight provided by a relevant governing body.

Where applicable, the client may be informed of, or invited to, participate in new research.

Any, and all, data collected from the client will adhere to the confidentiality policy, and thus be recorded anonymously, in accordance with South African law as outlined in The National Health Act no. 61 of 2003.

The client is welcome to raise any questions or concerns regarding current studies and/or research projects in which their general information may be used.

Children

This practices works with clients from 12 years of age and older .

Children under 12 years of age are not eligible for counselling on this platform.

For a child to access treatment from Hell Online Counselling, the Child Intake must be completed and submitted by the child’s legal guardian.

The Child Intake pack includes an Indemnity Agreement in addition to the Client Agreement, and Professional Services forms.

The child’s legal contact is required to act as the clients primary emergency contact.

All clients under the age of 18 retain the privileged of privacy and confidentiality as mentioned above.

No person, parent, guardian or otherwise has a right to any information shared in confidence by the child in their care during the course of that child’s therapeutic care with Hell Online Counselling at any time without the prior written consent of the child themself, or unless exception is found in accordance with the confidentiality policy outlined above.

Parents/guardians will, however, be informed of any pertinent information regarding the child’s therapeutic progress, safety, potential dangers, needs for specialist referral, recommendations for additional treatment, assessments, mandated disclosure of confidential information regarding the child, or in the event that the client invokes immediate termination as outlined below.

Parents/guardians are welcome to share any feelings, questions or concerns with the counsellor at any time regarding the child in their care, the therapeutic process, or their own role in the clients mental wellness.

Emergency contact 

A client’s emergency contact will be contacted by the counsellor if:

  • The client is showing reasonable signs of the intent to cause harm either to themselves or others,
  • The client may be in danger from an outside source,
  • If a client misses the majority, or entirety of, a session,
  • If a client demonstrates chronic lateness for three sessions or more within a short frame of time,
  • In the case of a child, if the counsellor believes that the pursuit of additional care is necessary, or
  • If the counsellor initiates the termination of the contract.

All correspondence with an emergency contact will be in accordance with the confidentiality policy outlined above.

In any event where it is deemed necessary, the relevant authorities may be contacted in regard to the client’s wellbeing, and/or public safety.

Bookings

Bookings can be conducted directly with the counsellor via text (076 720 7821) or email (max@hellscounsellor.co.za) during regular business hours.

Regular clients will be offered the opportunity to reserve an on-going “preferred” booking slot.

All appointments must be paid for in full before the commencement of each session.

Payments do not need to clear prior to a session, proof of payment is sufficient to secure a booking.

All bookings will be considered “pending” until such a time as P.O.P. is received.

All “Pending” bookings will be reserved until 24 hours before the appointment.

If proof of payment has not been received within 24 hours before the booking, the appointment will be open to emergency bookings from other clients until such a time that P.O.P. has been received.

Same-day bookings require immediate proof of payment.

If your preferred appointment has been booked, you will be offered the next available slot.

All bookings are subject to availability.

E-counselling sessions 

These same rules apply in accordance to single, and bulk purchase counselling sessions.

All sessions will take place on WhatsApp on 076 720 7821

Each e-counselling session is 50 (fifty) minutes long and begins promptly on the hour. The remaining 10 minutes are dedicated to any run-over in the conversation, as well as for the counsellor to write accurate post-session notes before attending to the next client.

The counsellor will initiate the session on the hour, if no reply is received by 10 (ten) minutes passed, a second message will be sent. If no reply is received by 30 (thirty) minutes passed, the session will be deemed forfeit.

The counsellor will close the session at 50 (fifty) minutes past the hour, barring reasonable run-over, or the instance of a double session.

The counsellor is committed to responding promptly and professionally throughout the conversation.

The client is welcome to communicate via text, voice note, and picture at any time during the conversation.

Voice/video calls are not included in this service.

The client has the responsibility to make themselves available for the session during the allotted time, and to reply promptly themselves as any time lost due to lateness or delayed reply will be forfeit.

The client is obligated to actively engage in sessions. In the case where the client has not replied for 30 (thirty) minutes without ceremony, the remainder of the session will be deemed forfeit.

The client has the right to end the session at any time, however any remaining time will be forfeit.

If, for any reason, the counsellor arrives late or misses an appointment, an appropriate form of compensation will be offered at the counsellor’s expense, depending on the amount of time lost, such as;

  • extra run-over time at the end of the appointment, 
  • a discount on a future catch up appointment, 
  • a free appointment in addition to the one missed, or 
  • a refund of an amount reflecting the the value of the time missed.

Fees

This practice is not eligible to claim from medical aids. Please take note that clients are accountable to pay their own consultation fees as per the normal tariffs charged by this practice.

This practice is not a registered credit provider, and thus cannot provide services without prior payment.

Fees are calculated at a flat rate per session in accordance with ASCHP guidelines. 

Currently, we charge: 

R100/ first session (50 minutes, intake and assessment)

R300/ 50 minute e-counselling session.

Other services including, but not limited to: bulk packages, and promotional services will be charged as advertised, or as communicated by the counsellor.

Fees are payable to:

M.E. Brown

Standard bank

Branch number: 00051001

Account number: 201 997 819 

Payment is required in full before every session. 

No partial payment will be accepted under any circumstances.

Any partial payment rendered in the hope of the receipt of any services offered herewith, and/or the partial receipt of any services offered herewith, will be refunded minus a handling fee.

Proof of payment is required to secure all bookings.

Same day bookings require immediate proof of payment.

Any proof of payment found to be forged or inauthentic will be forwarded to the police on charges of fraud.

P.O.P. can be sent via email or WhatsApp to:

Please note that this practice operates via WhatsApp only, and so P.O.P. sent via SMS will not be received.

Upon receipt of P.O.P. or reflected funds, the client will be notified ASAP and their client file will be updated.

Rescheduling and cancellations

Rescheduling requires 24 hours notice.

Cancellations require 24 hours notice from the initial appointment date.

Cancellations made more than 24 hours before the initial appointment date will be eligible for refund.

Any rescheduling or cancellation that violates the above mentioned stipulations will result in a forfeit of the appointment fee.

All rescheduling is subject to availability.

Termination of contract

Unfortunately, the counsellor and/or this method of counselling, may not always be the right fit for every client. In these cases, a client may be referred to either a different counsellor, or a different form of therapy, in the pursuit of the best path of care for each client.

All possible referrals will be discussed with the client beforehand.

In addition to this, sometimes, circumstances can arise that make it impossible for the continuation of the therapeutic relationship, and thus necessitate termination of the contract.

Reasons for which the counsellor may terminate the contract are:

  • The discovery of any new or previously unknown conflict of interest between the client and the counsellor, including but not limited to: the development of unresolvable feelings between parties, unmanageable inter-client overlap, and any unforeseen event which may hinder the maintenance of a safe, healthy, and effective therapeutic relationship between parties,
  • A prolonged period of disinterest, absence, or lack of commitment to the therapeutic process on the part of the client,
  • Conflict, or ideological impasse between parties which cannot otherwise be resolved,
  • Attempts to establish a romantic entanglement, flirting, etc.,
  • Sending or requesting any sexually explicit messages, photos, videos, etc.,
  • Behaviour that can reasonably be described as violent, abusive, manipulative, or excessively disrespectful towards the counsellor, 
  • Any intentional discrimination against race, sexuality, gender, religion, nationality, profession, etc.,
  • Any violation of the counsellor’s privacy including, but not limited to, stalking, excessive requests for inappropriate personal information, active attempts to interact with the counsellor in the outside world, repeated attempts to initiate inappropriate contact outside of set session times, and/ or
  • Any unforeseen act that could be described as heinous or inappropriate by a reasonable person.

The violation of any of these stipulations could result in either:

  • A warning,
  • The immediate end to a session, with the possibility to revisit and resolve the issue at a later time, or 
  • The immediate termination of the contract in it’s entirety.

The counsellor retains the right to judge each rule violation subjectively, and choose the most appropriate course of action towards its resolution, in the interest of the safety and comfort of both the client and the counsellor, as well as the validity of the therapeutic relationship.

Any session that is terminated due to the violation of these stipulations will not be eligible for any refund or rescheduling of the appointment.

Any termination of contract will be final, and permanent.

Where applicable, violations may be reported to the police.

Both the client and the counsellor retain the right to terminate this contract at any time by informing the other party of their decision.

All contract terminations will be communicated with the client and/or parent/guardian via email.

The client is not liable to pay any penalty fee upon termination of the contract.

In the case where a terminated client has additional sessions paid for, all sessions more than 24 hours in advance will be refunded minus a processing fee.