Important Information for Clients

How Packages Work

• Pre‑paid: Blocks are paid in full before the first session.

• Scheduling: Sessions are booked after purchase and used flexibly within an agreed timeframe.

• Non‑transferable: Blocks are for the purchaser only and cannot be transferred to another person.

• Expiry: Standard expiry is 6 months from purchase unless otherwise agreed. Extensions considered in exceptional circumstances.

Payment and Receipts

• Sessions must be paid prior to the session.Accepted payment: Bank transfer; card via secure link; PayPal.

• When to pay: Single sessions are paid before the appointment. Pre‑paid blocks are paid in full before the first session.

• Receipts and invoices: A receipt is issued after each payment. Invoices available on request.

• Note: By booking you confirm you agree to these payment terms and the Block Booking Terms and Cancellation Policy.

Booking and Free Consultation

• Book a free 20‑minute consultation to check fit and ask practical questions.

• How to book: Use the online booking form or email info@blacksheepwellbeing.com. New clients may be asked to complete a brief intake form before the first full session.

Accessibility and Session Format

• Formats available: Secure online video and telephone sessions. In‑person sessions may be available; see the Book page for details.

• Adjustments: Sessions can be adapted for sensory needs, pacing, communication preferences, and neurodivergent requirements. Written summaries and structured sessions available on request. Tell us about adjustments when booking.

Confidentiality and Record Keeping

• Confidentiality: Sessions are confidential. Information is only shared where there is a legal duty to do so (risk of serious harm, safeguarding). Limits to confidentiality are explained before work begins.

• Notes: Brief clinical notes are kept for continuity of care. You can request access to your records; we’ll explain the process and any limits.

Cancellation, Rescheduling and Refund Policy

Short answer: Standard sessions follow a 24‑hour notice policy. Pre‑paid blocks use a per‑session value and a sliding refund model so refunds reduce as more sessions are used or missed.

Key rules

• Standard notice:24 hours minimum notice to cancel or reschedule a booked session without charge.

• Late cancellation: Cancellation with less than 24 hours notice incurs 50% of the session value.

• Missed session: No notice given; charged 100% of the session value and deducted from the block.

• Block rate: Block total divided by number of sessions (4‑session block £220 → £55 per session; 8‑session block £400 → £50 per session).

• Administrative fee:£10 deducted from refunds to cover processing unless waived in exceptional circumstances.

• Expiry: Blocks should normally be used within 6 months of purchase.

Refund rules for blocks

1. Cancel before any sessions have taken place — Full refund of the block price minus £10 administrative fee.

2. Cancel after one or more sessions have taken place — Refund = (Remaining sessions × block rate) − £10 administrative fee − any late‑cancellation charges already applied. Sessions already delivered are not refundable.

3. Late cancellations and missed sessions within a block — Late cancellation charge = 50% of the session value (calculated at the block rate). Missed session charge = 100% of the session value; the session is deducted from the block.

4. Exceptional circumstances — Serious illness, bereavement, or other emergencies will be considered case‑by‑case and may allow more flexible refunds or extensions.

Worked examples

• 4‑session block £220 (block rate £55)

  • Cancel before any sessions: refund = £220 − £10 = £210.

  • After 1 session used: remaining 3 × £55 = £165; refund = £165 − £10 = £155.

  • Late cancel one booked session (within 24 hours): late fee = 50% × £55 = £27.50; if cancelling whole block after that, refund = remaining sessions × £55 − £10 − £27.50.

• 8‑session block £400 (block rate £50)

  • After 2 sessions used: remaining 6 × £50 = £300; refund = £300 − £10 = £290.

  • Missed session without notice: missed fee = 100% × £50 = £50; deducted from block.

How to request a refund or extension Email info@blacksheepwellbeing.com with booking details and reason. Refunds processed within 14 working days where applicable. The £10 administrative fee may be waived in exceptional circumstances.

Key definitions and rules

• Standard notice:24 hours notice to cancel or reschedule a booked session without charge.

• Late cancellation: Cancellation with less than 24 hours notice incurs 50% of the session value.

• Missed session: No notice given; charged 100% of the session value and deducted from the block.

• Block rate: Block total divided by number of sessions (4‑session block £220 → £55 per session; 8‑session block £400 → £50 per session).

• Administrative fee:£10 deducted from refunds to cover processing unless waived in exceptional circumstances.

• Expiry: Blocks should normally be used within 6 months of purchase.

Refund rules for blocks

1. Cancel before any sessions have taken place

   • Full refund of the block price minus £10 administrative fee.

2. Cancel after one or more sessions have taken place

   • Refund = (Remaining sessions × block rate) − £10 administrative fee − any late‑cancellation charges already applied. Sessions already delivered are not refundable.

3. Late cancellations and missed sessions within a block

   • Late cancellation charge = 50% of the session value (calculated at the block rate).

   • Missed session charge = 100% of the session value; the session is deducted from the block.

4. Exceptional circumstances

   • Serious illness, bereavement, or other emergencies will be considered case‑by‑case and may allow more flexible refunds or extensions.

Worked examples

• 4‑session block £220 (block rate £55)

  • Cancel before any sessions: refund = £220 − £10 = £210.

  • After 1 session used: remaining 3 × £55 = £165; refund = £165 − £10 = £155.

  • Late cancel one booked session within block: late fee = 50% × £55 = £27.50; if cancelling whole block after that, refund = remaining sessions × £55 − £10 − £27.50.

• 8‑session block £400 (block rate £50)

  • After 2 sessions used: remaining 6 × £50 = £300; refund = £300 − £10 = £290.

  • Missed session without notice: missed fee = 100% × £50 = £50; deducted from block.

How to request a refund or extension

• Email info@blacksheepwellbeing.com with booking details and reason. Refunds processed within 14 working days where applicable. Administrative fee may be waived in exceptional circumstances.

Short FAQ About Block Bookings

• Can I transfer my block to someone else? No. Blocks are non‑transferable between clients.

• Can I pause my block? Short pauses are usually fine; long pauses may require an agreed extension. Contact us to arrange.

• What if I’m unwell on the day? If you give 48 hours notice there’s no charge. For sudden illness within 48 hours we consider exceptions case‑by‑case.

• How long do I have to use my block? Standard expiry is 6 months from purchase unless otherwise agreed.

Insurance and Reimbursement

• Insurance: Some private insurers may reimburse counselling fees. Check with your provider for eligibility and required paperwork. Request receipts or clinical statements in advance.

• Employer support: If your employer offers an Employee Assistance Programme, check whether private counselling is covered and whether pre‑approval is required.

Practice Details

• Practice name: Black Sheep Wellbeing Ltd.

• Company number: 16167761.

• ICO registration: Black Sheep Wellbeing is registered with the ICO.

• Insurance: Fully insured for private practice.

Ready to check fit? Book a free 20‑minute consultation or Check availability and book a session via the Book page. For concession requests, package enquiries, refunds or extensions email info@blacksheepwellbeing.com.