Online sessions: terms and consent

This page explains what you agree to when you book with Desert Solace. Your formal consent is collected in Jane’s intake form before your first session. If anything here is unclear, ask in your free consultation.

Online counselling: what it involves

Sessions happen by secure video through Jane, or by phone. Online counselling works well for most people and most concerns, and it has some limits:

Your counsellor can see and hear less than in a room, so they may check in more often about how you’re feeling.
Technology can fail. If the video drops, your counsellor will try to reconnect, then call you.
No online system is perfectly secure. Jane is built for health care, and we take reasonable steps to protect you, but there is always some risk.
Online counselling isn’t suitable in an emergency, or when someone needs more support than weekly sessions can give. If that’s the case, your counsellor will help you find the right care.

You can stop online counselling at any time.

Being in BC

Sessions are for people located in British Columbia at the time of the session. At the start of each session, your counsellor will confirm where you are, so they can get you local help in an emergency. If you’ll be travelling, tell your counsellor beforehand. Madison also sees clients located in Ontario.

Your part

Find a private place where you won’t be overheard or interrupted. A parked car is fine; driving isn’t.
Use your own device and a secure internet connection if you can, not public Wi-Fi.
Don’t record sessions. Your counsellor won’t record them either, unless you both agree in writing.
Keep a phone nearby, so your counsellor can call if the video drops.
Don’t attend a session under the influence of alcohol or drugs to the point that you can’t take part safely. Your counsellor may reschedule.

Emergencies

Desert Solace isn’t an emergency service. We can’t always reply quickly to calls, emails or messages. If you’re in crisis, call or text 9‑8‑8, or call 9‑1‑1. At intake, you’ll give us an emergency contact and we’ll make a plan for what to do if you seem unsafe during a session.

Privacy and confidentiality

What you share stays private, with a few legal exceptions: serious risk of harm to you or others, a child who may need protection, or a court order. Full details are on our privacy page.

Young people

We see young people from their early teens. For anyone under 19, a parent or guardian gives consent for counselling to start. If involving a parent isn’t safe or possible for you, contact Davis first and he’ll talk it through with you. Your counsellor will explain what parents will and won’t be told before the first session.

Couples sessions

In couples work, your counsellor works for the relationship, and may also see each partner on their own. If there are concerns about safety or violence in the relationship, your counsellor may recommend individual sessions instead.

Fees and payment

Fees are listed on our fees page and in Jane. You’ll pay by credit card or e-transfer, and Jane keeps a card on file for your sessions. You’ll get a receipt by email for every paid session.

Insurance claims are between you and your insurer. When we bill directly, any amount your plan doesn’t cover is yours to pay.

Cancellations and missed sessions

Your session time is reserved for you. Please give at least 24 hours’ notice to cancel or move it.

Cancelling with less than 24 hours’ notice, or missing a session, costs 50% of the session fee.
After two late cancellations or missed sessions, we’ll ask you to prepay future sessions.
Insurance doesn’t cover missed or late-cancelled sessions.
If you’re sick or something urgent happens, contact us as soon as you can and we’ll talk about it.

Some counsellors can be more flexible, for example on chronic illness flare days. Ask yours.

Switching or ending counselling

You can stop counselling, take a break, or ask to switch to another counsellor on the team at any time. Your counsellor may also suggest a referral if someone else could help you more. Nobody will take it personally.

Concerns and complaints

If something doesn’t feel right, you’re welcome to tell your counsellor or Davis: [email protected]. If you’d rather not, or your concern is about Davis, you can go straight to the counsellor’s professional body: ACCT for Davis, Jasneet and Chantelle, or the College of Registered Psychotherapists of Ontario for Madison.

This website

The information on this website is general and isn’t a substitute for counselling or medical advice. We try to keep fees, availability and coverage information accurate, but Jane and your counsellor have the final word.