Harley Therapy Platform

Iain

Sophie-Claire

Aurélie

Questions and answers for current and prospective therapists

Help for therapists

Becoming a Harley Therapist

Can an organisation or therapy practice join Harley Therapy?

Can I join Harley Therapy as a trainee therapist?

Can I still maintain my private practice and be a Harley therapist?

Do clients tend to book for ongoing sessions?

Does Harley Therapy offer room rental?

Do I have to offer online therapy to be a Harley therapist?

How do Clients find and book with a Therapist?

How will the platform improve my practice?

How to join, information for new therapists looking to sign up, and requirements for joining

What elements do I need in place to register with your platform?

What is the required investment to list my practice on your platform?

What types of bookings am I likely to recieve?

What sort of clients does Harley Therapy attract?

What to consider before joining the Platform, information for new therapists

Is Harley Therapy a good fit for me as a Therapist?

New Therapists FAQs

How does Harley Therapy use my information?

Terms and conditions for working as a therapist at Harley Therapy

Terms and conditions for therapists

Protecting client's personal information and data

What are my privacy obligations?

What are the standards I must adhere to should I choose to be a Harley therapist?

Reasons a therapist's profile might be closed or removed

What could result in Harley Therapy removing a therapist from their site?

What happens if a therapist breaks a part of their contractual agreement with Harley Therapy?

Standards, Requirements and Terms & Conditions

Working with clients

Sending a refund to a client, reimbursing a client

How do I issue a refund to a client?

How to change or update the date, time or location for a booking, and how to fix errors or correct mistakes made with session details

How do I rearrange a client's session?

How to cancel a client booking, initial session or follow-up appointment

How do I cancel a Client's session?

What to do if you are not suitable for a Client, or if they'd be better helped by a different Therapist

I'm not the best fit for a Client

Refunds, rearrangements and cancellations

What are the cancellation policies and payment terms for clients?

What do I do when a client cancels at the last minute, or does not show up for his or her appointment?

What if I need to cancel a session due to illness or personal emergency?

Updating a session that has already passed

Rearrange a session after the session start time

Cancellations, Rearrangements & Refunds

Converting an Individual Relationship to a couple, and booking Couples sessions for Individual clients

Change an Individual Relationship to a Couples Relationship

Setting different session fees for individual, couples and group therapy and understanding how to manage sessions with more than 1 attendee

How do I set up my therapist account to allow different client types to book?

Booking separate sessions for a couple or family

How to book an Individual Session for a Couples Client

How to invite a client where someone else will be covering the cost of sessions

How to create a relationship where a third party will be paying for the attendee's sessions

Migrating a Third Party Relationship to a First Party Relationship

If a client's sessions are paid for by someone else how can they start paying for sessions themselves?

Client Relationships & Session Types

What should I discuss with a client in an initial appointment?

Are there any requirements I must meet during a first session with a client?

How to invite clients from other sources, or create individual relationships for couples clients

Can I bring an existing client on to the platform?

Can I work with clients more than once a week?

Can I communicate directly with my client or reach out to them? How to find a client's contact details

Do I have direct access to my client?

What is a reserved slot and how to use this feature

How do Reserved Slots work?

Understanding what notice you'll get for a booking, Short-Notice Bookings, Notice Preferences and Settings

How far in advance can clients book a session?

How to create follow-up sessions, or book initial sessions for clients invited onto the Platform

How to book a session for a Client

Ending and Restarting Relationships, updating your Clients list, and finding past clients

What do I do when I finish work with a client?

Completing the attendance update, and ending relationships

What is the protocol to follow after a session with a client?

What happens when I recieve a new booking for an initial session?

What should I do when I receive a new client?

Creating Bookings, Reserved Slots & Other Session Queries

How to book further sessions for clients who attended a complimentary support session

Booking Follow-up Sessions for NHS Staff

How to book follow-up sessions if my client is using a voucher?

Find out what the criteria is for clients receiving one-off free support sessions, how to offer free support sessions for NHS staff and more

Offering free support sessions for frontline workers

Krystal Williams

How vouchers work, and about Support Sessions for NHS employees

NHS Staff & Other Workplace Vouchers

How do I check if I have been paid, and what happens if a payment fails

How do I know I've been paid for a session?

When do I receive payment?

How to get paid if you decide to honour a client appointment even if their payment failed, booking sessions in retrospect

How do I get paid for a session I agreed to do when the client payment failed?

Charging a higher or lower fee for a double length or half session

How do I book a longer or shorter session for a client?

What are the costs for therapists to receive client referrals?

What are your commission fees?

Service Fees, Commission on Session Fees, Commission Invoices

How does the HT commission system work?

Fixing issues when signing up as a therapist to harleytherapy.com

What if I can't connect my Stripe account?

What methods can I receive payment by?

Why Stripe may need to withdraw funds from your account

Why is Stripe deducting funds from me?

Change which bank account you are paid into

How do I change my bank details?

Stripe has disabled payouts or payments on my account

Your options when your Stripe balance is negative due to sessions being refunded

I have a negative Stripe account balance - how can I fix this?

Why we use Stripe to collect payments and what you need to sign up

What is Stripe and why do I need an account?

What to do if an existing client appears as a new client

Wrong commission rate charged on a booking

Finding payment information for your taxes

Where can I find a list of all payments received in the last tax year?

Commission, Payments & Stripe Queries

How to find past or previous clients, or find clients who aren't showing up on your Clients page

Why can't I find my client's name in my Clients list?

Do clients have to complete the self-assessment forms

Are the self-assessment questionnaires mandatory?

What to do if a client hasn't completed their self-assessment, or shared their address, contact details or GP details

A client hasn't completed their initial self-assessment questionnaire

What information are clients asked to share in their intake forms

What questions are included in the initial client self-assessment questionnaire?

Self-assessments include questions from the “Patient Health Questionnaire (PHQ9)” and the “Generalised Anxiety Disorder Assessment (GAD7)”

What multiple-choice questions are included in the ongoing client self-assessment questionnaire?

Finding client information, GP details, consent to contact the client's doctor

Where can I find my client's home address?

Do Couples and Family Clients have their own Questionnaires?

Self-Assessment Questionnaires & Client Information

Prepare for remote working with clients online and by phone

Practical tips for therapists offering online and phone sessions

What are my obligations regarding client records and managing risk?

What do I do if a client threatens me?

What are the rules and boundaries clients are advised of in order to protect your therapists?

What should I do if a client oversteps professional or legal boundaries?

What do I do if a client offers me a gift or a cash tip?

What do I do if a client finds and contacts me outside of the platform?

What do I do if a client tries to pay me privately?

Tips, Obligations and Safety

Manage your profile

How to set up a different session cost for a specific client, offer reduced fees or income-based fees without changing your standard rates

How to offer discounted or higher-fee sessions for specific clients

I would like to raise my rates. What is the protocol around this?

How to increase your fees for new clients but still charge existing clients your old rates, or charge a specific client a different fee

I want to change my fee, how will this affect existing clients?

What rates do you advise I charge my clients?

Can I charge a lower fee for online work than in-person sessions?

Changing your Fees

6 simple ways to make your therapist profile stand out from the crowd

How to improve my therapist profile

What to write about in the Public Bio section of your Profile

What should I include in my Profile Bio?

Why am I not getting more bookings?

Listing the issues you can help with, and how to appear in client searches

Why are the Specialisms and Approaches tabs important?

How do I appear higher in searches? Understanding search rankings and where you appear in client searches

What affects my position in the search results?

Choosing a suitable photo, why photos can be rejected, and errors uploading an image

What type of profile photo should I upload?

How to improve the likelihood of receiving new client bookings

Improving your Profile

My profile is not live. How do I get it back up and running?

Updating accreditations, which professional bodies are accepted, what to do if your registration is no longer available to select

Updating my Registration and Accreditation Details

Can I stay listed on Harley Therapy without a registration or accreditation in place?

What happens if I let my accreditation lapse?

The different profile states, reactivating paused profiles

Profile Status

Managing your Account Status

Why is my DBS Badge not appearing?

About the Smooth Schedule Profile Badge and why this may drop off your Profile

Smooth Schedule Profile Badge

About the Speedy Response Profile Badge and why this may drop off your Profile

Speedy Response Profile Badge

About the See You Again Profile Badge and why this may drop off your Profile

See You Again Profile Badge

Number of Verified Sessions Profile Badge

Why do badges drop off, and how are these awarded to Therapist Profiles?

Why have I lost a Profile badge?

Profile Badges

What is the retention rate and how is this calculated?

Why does my Profile say "X out of 10 Clients Return"?

How does the star ratings system work?

How do I improve my star ratings?

How do Clients share feedback or add a rating in my Profile

How can my Client leave a review?

Who can leave reviews, Harley Therapy's review policy, how to flag reviews for removal, and how to respond to reviews shown on your profile