Terms and Conditions
1. Purpose
These Terms & Conditions set out the general arrangements that apply when accessing services provided by Joanna Hassan, trading as Root & Rise Therapy.
Where you enter into an ongoing therapeutic, supervision or other professional relationship with Root & Rise Therapy, the specific arrangements for that work will also be set out in the relevant agreement provided to you. That agreement should be read alongside these Terms & Conditions and any relevant privacy or practice information.
2. Professional & Ethical Practice
Root & Rise Therapy is committed to providing services safely, ethically and within appropriate professional competence and boundaries.
Joanna Hassan is a registered member of the British Association for Counselling and Psychotherapy (BACP) and works in accordance with the BACP Ethical Framework. Regular clinical supervision and continuing professional development form part of maintaining safe and accountable practice.
3. Sessions
The length, frequency and format of sessions will be agreed with you and confirmed in the relevant service agreement or other written arrangement.
Sessions begin and end at the agreed time. If you arrive late or join an online session late, the session will normally still end at the originally agreed time.
Please avoid using or responding to your phone during sessions unless we have agreed that there is a particular reason for doing so.
Root & Rise Therapy cannot provide a session where you are significantly affected by alcohol, drugs or other substances in a way that would prevent safe and meaningful participation. In these circumstances, the session may need to be ended and the usual cancellation terms may apply.
Root & Rise Therapy is not an emergency or crisis service. Information about accessing urgent or emergency support is available on the Root & Rise Therapy website.
4. Fees & Payment
The fee for your sessions will be agreed with you before the work begins and confirmed in your relevant service agreement or other written arrangement.
Unless otherwise agreed, payment is due by bank transfer before each session. Payment details will be provided when arrangements for working together are confirmed.
If payment has not been received when due, Root & Rise Therapy reserves the right to postpone or cancel a session until payment has been made.
Where a reduced, concessionary or other specially agreed fee applies, this will be confirmed with you individually and recorded in the relevant agreement.
Any proposed change to an agreed fee will be communicated in advance and will not take effect without reasonable notice.
5. In-Person and Online Sessions
Sessions may take place in person or online, as agreed with you.
In-Person Sessions
In-person sessions take place at the agreed therapy location. Please arrive at the agreed appointment time rather than significantly early, as waiting facilities may be limited and the privacy of other clients must be respected.
If you are delayed, please make contact where possible. A late arrival will not normally extend the agreed session end time.
Online Sessions
Online sessions take place using the video platform agreed with you. Please join from a private space where you are unlikely to be overheard or interrupted and, where possible, use headphones to support confidentiality.
You are responsible for ensuring that your device, internet connection and software are suitable for accessing the session and appropriately protected.
If the video connection fails or becomes unreliable, we may agree to continue by telephone where this is appropriate.
6. Cancellations
If you need to cancel or rearrange a session, please provide at least 48 hours’ notice.
Sessions cancelled or rearranged with less than 48 hours’ notice will normally be charged at the full agreed session fee. Exceptional circumstances may be considered at the discretion of Root & Rise Therapy.
If Root & Rise Therapy needs to cancel a session, as much notice as reasonably possible will be given and an alternative appointment will be offered where appropriate. You will not be charged for a session cancelled by Root & Rise Therapy.
7. Confidentiality
Root & Rise Therapy treats information shared within the professional relationship as confidential and handles personal information with care and in accordance with applicable data protection requirements.
Confidentiality is not absolute. There may be circumstances in which information needs to be shared, including where there are safeguarding concerns, serious concerns about safety, or a legal or professional obligation to disclose information.
Wherever reasonably possible and appropriate, any need to share information will be discussed with you first.
Further information about the limits of confidentiality, circumstances in which information may be shared, the use of clinical supervision, record keeping and how your personal information is handled is provided in your relevant service agreement and the Root & Rise Therapy Privacy Notice.
8. Professional Boundaries
Clear professional boundaries are an important part of providing safe and ethical services.
Contact outside agreed sessions will normally be limited to practical matters relating to the service being provided, such as appointments or administrative arrangements.
Root & Rise Therapy does not use personal social media accounts to connect or communicate with clients or supervisees. Further information about online and social media boundaries is provided in the Root & Rise Therapy Social Media Policy.
If we happen to meet in a public or social setting, I will respect your privacy and will not initiate acknowledgement or conversation. You are, of course, free to acknowledge me if you wish.
9. Breaks in the Work
Where possible, reasonable advance notice will be given of planned breaks in the service, such as holidays or other periods of absence.
Where an unexpected or extended break becomes necessary, Root & Rise Therapy will seek to manage this in a way that minimises disruption and, where appropriate, will consider alternative sources of support.
10. Ending the Professional Relationship
You may choose to end the professional relationship at any time. Wherever possible, a planned ending is encouraged so that there is an opportunity to reflect on the work and bring the relationship to a thoughtful close.
There may also be circumstances in which Root & Rise Therapy needs to bring the professional relationship to an end. This may include situations where continuing the work is no longer appropriate, safe, therapeutically or professionally beneficial, or within the scope of the service being provided.
Where Root & Rise Therapy considers ending the professional relationship, this will normally be discussed with you and, wherever reasonably possible, an appropriate ending will be planned. Where relevant, consideration will also be given to signposting or onward referral to alternative sources of support.
In some circumstances, including serious concerns about safety or significant breaches of professional boundaries, it may not be possible or appropriate to continue the work or to offer a planned ending.
Professional and ethical responsibilities relating to boundaries do not necessarily end when the contracted service ends. Any future contact or change in the nature of the relationship will therefore remain subject to appropriate professional and ethical boundaries, including consideration of the nature of the previous work, the passage of time and any continuing power imbalance or potential for harm.
11. Concerns & Complaints
If you have a concern about any aspect of the service you receive, you are welcome to raise this directly so that, where appropriate, we have an opportunity to understand and address it together.
You may also make a formal complaint. Information about how concerns and complaints are handled, including routes for raising a complaint externally where applicable, is provided in the Root & Rise Therapy Complaints Procedure.
Root & Rise Therapy | Terms and Conditions | Last reviewed: August 2026 | Next review: August 2027