How sessions work.

About these terms

These terms explain how sessions at Stillroom work: booking, fees, cancellations, online sessions and what you can expect from us. They apply to everyone who books with us, in person or online, alongside our privacy policy.

Your therapist will go through the parts that matter most at your first session, and you can ask about anything here at any time.

The free first call

Your first call is free, lasts about 15 minutes and is by phone or video. It is a chance to tell us a little about what’s going on, ask questions and hear who might suit you. Booking a call does not commit you to anything, and nobody will chase you afterwards.

The call is not a therapy session or a clinical assessment, and it is not suitable for urgent help.

Booking sessions

Sessions are booked with your therapist directly, usually at a regular weekly or fortnightly time. Individual sessions last 50 minutes, couples sessions 75 minutes, and breathwork and nutrition appointments as described on our fees page.

We work with adults aged 18 and over. Our services are not a substitute for medical care, and we may suggest you also speak to your GP.

Fees and payment

• Fees are shown on our website and confirmed before your first session. Online sessions cost the same as sessions in the house.
• We invoice after each session. Please pay within 48 hours by card or bank transfer. We don’t ask for payment in advance or sell packages of sessions, except for the four-session breathwork course, which is paid at the first session.
• We review fees once a year and give at least two months’ notice of any change. Your current fee stays the same until then.
• A number of lower-fee places are kept for students and people on a low income. Ask on your free call; you won’t be asked for proof.

Cancellations and missed sessions

• 48 hours’ notice or more: no charge. Call, text or email your therapist.
• Less than 48 hours, or a missed session: the full fee is charged, because the time was held for you and can rarely be offered to someone else.
• Illness and emergencies: we use discretion, and will usually waive the fee if a short-notice cancellation was genuinely unavoidable. If it is easier, we can move the session online instead.
• If we cancel: there is never a charge, and we will offer another time as soon as we can.

If you arrive late, the session still ends at the usual time so the next person isn’t kept waiting.

Online sessions

• Online sessions are available to people living in the UK. We use a secure, encrypted video platform and send a link before each session.
• Please join from a private space where you won’t be overheard, with a reliable connection. Neither of us records sessions.
• If the connection drops, your therapist will try to reconnect and, if that fails, will phone you to finish the session. Time lost to a fault on our side is not charged.
• At your first session we will ask where you usually are during sessions and for an emergency contact, in case we are ever worried about your safety.

Confidentiality

Sessions are confidential, with the limited exceptions set out in our privacy policy, such as a serious risk of harm. Our therapists receive regular clinical supervision, in which they discuss their work without identifying you.

If you see your therapist outside Stillroom, they won’t greet you first, to protect your privacy. You are welcome to say hello.

Contact between sessions

Your therapist can be contacted between sessions to arrange or change appointments. They are not able to offer support by text, email or phone between sessions, and messages may not be read straight away.

We’re not an emergency service

If you are in crisis or worried about your safety, please don’t wait for your next session. Call NHS 24 on 111, Samaritans on 116 123 at any hour, or 999 if a life is at risk.

Ending therapy

You can stop at any time, for any reason. Most people find it helpful to agree a final session so there is time to look back on the work, but this is your choice.

Occasionally a therapist may suggest that someone else, or a different kind of support, would serve you better. If so, they will explain why and help you find it. We may end sessions if fees go unpaid for more than a month, or if anyone at the practice is treated abusively.

Professional standards and complaints

All of our therapists are qualified, insured and registered with a UK professional body such as the BACP, UKCP or BABCP, and follow that body’s ethical framework. Your therapist will tell you which one at your first session.

If you are unhappy with any part of your experience, please raise it with your therapist, or with Maya if you would rather not. If we can’t resolve it together, you can complain to your therapist’s professional body.

Using this website

The articles and exercises on this website are general information, not personal advice or treatment. We try to keep everything accurate and up to date but can’t guarantee it. Links to other websites are provided for convenience, and we aren’t responsible for their content.

Liability and law

We provide our services with reasonable care and skill. Nothing in these terms limits your rights as a consumer or our liability where it can’t legally be limited. These terms are governed by the law of Scotland, and any dispute will be dealt with by the Scottish courts.

Changes to these terms

We may update these terms from time to time. The date at the top shows the latest version. If a change affects sessions you have already booked, we will tell you at least a month in advance. Questions are always welcome on 0131 496 0742 or at hello@stillroomtherapy.co.uk.