Working with clients
How do I issue a refund to a client?
How do I rearrange a client's session?
How do I cancel a Client's session?
I'm not the best fit for a Client
What are the cancellation policies 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?
Rearrange a session after the session start time
Change an Individual Relationship to a Couples Relationship
How do I set up my therapist account to allow different client types to book?
How to book an Individual Session for a Couples Client
How to create a relationship where a third party will be paying for the attendee's sessions
If a client's sessions are paid for by someone else how can they start paying for sessions themselves?
Are there any requirements I must meet during a first session with a client?
Can I bring an existing client on to the platform?
Can I work with clients more than once a week?
Do I have direct access to my client?
How do Reserved Slots work?
How far in advance can clients book a session?
How to book a session for a Client
What do I do when I finish work with a client?
What is the protocol to follow after a session with a client?
What should I do when I receive a new client?
How do I know I've been paid for a session?
When do I receive payment?
How do I get paid for a session I agreed to do when the client payment failed?
How do I book a longer or shorter session for a client?
What are your commission fees?
How does the HT commission system work?
What if I can't connect my Stripe account?
What methods can I receive payment by?
Why is Stripe deducting funds from me?
How do I change my bank details?
Stripe has disabled payouts or payments on my account
I have a negative Stripe account balance - how can I fix this?
What is Stripe and why do I need an account?
Wrong commission rate charged on a booking
Where can I find a list of all payments received in the last tax year?
Why can't I find my client's name in my Clients list?
Are the self-assessment questionnaires mandatory?
A client hasn't completed their initial self-assessment questionnaire
What questions are included in the initial client self-assessment questionnaire?
What multiple-choice questions are included in the ongoing client self-assessment questionnaire?
Where can I find my client's home address?
Do Couples and Family Clients have their own Questionnaires?
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?