Yes. Information is treated as confidential and stored in a secure environment. Confidentiality may be limited where required by law, professional obligations, or the need to protect the client or another person. Referral, instruction or payment by a third party does not automatically give that party a right to receive confidential information. Full rules are set out in the Confidentiality Agreement and the Terms and Conditions.

Steady Sense may provide therapy, psychological support, coaching, supervision and other services listed in the current price list, quotation or booking confirmation. The type, scope and duration of the service are agreed individually.

The price, session duration and number of sessions are determined by the current price list, quotation, payment request or booking confirmation. Payment is normally made at least 48 hours in advance, unless otherwise agreed in writing.

The rules depend on the type of service.

Individually paid session: With at least 48 hours’ notice, it may be cancelled without a cancellation fee or rescheduled subject to availability. With shorter notice, up to the full price may be charged unless Steady Sense allocates the exact same released appointment — on the same date and at the same time — to another client.

Prepaid session without an agreed weekly schedule: With at least 48 hours’ notice, it may be rescheduled and its prepaid value is retained. With shorter notice, it may be treated as used unless the exact same released appointment is allocated to another client.

Weekly packages are covered by question 5. All changes are subject to the Terms and Conditions.

The package price assumes consistent attendance under the agreed schedule. The day or time may be changed only within the same Steady Sense working week, subject to availability and confirmation. A session does not automatically carry over to the following week.

If changes become frequent and the package no longer serves its purpose, Steady Sense may end the package arrangement and recalculate used or chargeable sessions at the current individual-session price.

Yes. Where needed, including during a crisis, a future package session may be brought forward into the current week. This is subject to availability and explicit confirmation by Steady Sense and reduces the remaining number of prepaid sessions. It is not an automatic right to an additional session.

If you do not attend and do not contact Steady Sense within 20 minutes of the scheduled start time, the session is treated as a non-attendance. An individually booked session remains payable, while a session from a prepaid service or package is treated as used. It is not rescheduled, refunded or converted into credit.

Yes. You may request that the remaining part of a prepaid service or package be ended. Sessions already provided or chargeable are recalculated at the current individual-session price. If a positive balance remains after recalculation, it may be refunded or retained as monetary credit.

After sessions already provided or chargeable have been deducted at the applicable price, you may choose either a refund of the remaining balance or to retain it as monetary credit for future use. Any refund is subject to the original payment method and the Terms and Conditions.

Credit is a monetary value, not a guaranteed number of sessions. Current prices and availability apply when it is used. Credit is normally valid for three months and is used for the same type of service unless otherwise agreed in writing.

Yes. Steady Sense may end the service where continuing would be inappropriate, ineffective, unsafe, or inconsistent with professional or contractual requirements. Steady Sense is not required to continue solely because the service was prepaid. Where termination is not connected with a serious breach by the client, the unused prepaid balance is refunded or retained as monetary credit at the client’s choice.

These rules are intended primarily for clients who refer themselves and pay for their own service. Where a service is instructed, arranged or paid for by an employer, agency, insurer, case manager or another organisation, separately agreed terms may apply. This does not automatically give the organisation a right to receive confidential information.