FAQ

Our most frequently asked questions …


1. Where do I find your policy on confidentiality?

It is located here


2. When is payment for sessions due?

Payment is due prior to the visit, upon email receipt of your invoice for the visit by email, or in cash when you visit NexusWest. We are not able to accept personal or company cheques

Occasionally, billing/invoicing can be arranged so that you receive a bill after receiving services. Please speak to us in advance about making any such arrangements.


3. How can I pay?

  • Cash
  • Bank transfer (BACS, CHAPS, or SWIFT).

Payment should be in sterling (GBP).


 4. Do you accept insurance?

We do not accept most insurances at the present time. However …

We can accept some expatriate insurance policies. You will need to check with your employer, human resources department, or your insurance company to see if your treatment meets their requirements.


5. What is your cancellation/rescheduling policy for individual appointments?

There is a 72-hour cancellation/rescheduling policy. If you need to cancel or reschedule an appointment, please notify us as soon as possible. If you give us 72 hours’ notice, you will not be charged. Thank you for respecting this clinical boundary as your therapist’s professional time for your session has been set aside specifically for you.

ILLNESS POLICY.  If you are ill, we will conduct your session via telephone therapy, SKYPE, or similar. Please do not come into the office, session or group with a virus, cough, rash, or any other potentially contagious illness. Thank you for respecting this clinical boundary.

You can cancel or reschedule an appointment by phoning on: +44 (0) 7908 75 6363

If you simply do not show for a scheduled appointment, you will be expected to pay for any missed visits.

In the event that we are able to schedule someone else in for your late-cancelled time slot, you will not be charged.

Please call us on +44 (0) 7908 756 363 to enquire about a late cancellation if your particular circumstances or difficulty dictate.


6. As a client, can I contact you out of hours?

Unless this is an emergency, we ask that you please bring your questions into your next therapy session.

Every attempt will be made to return your email within 24-hours during a regular work week or on the first day of the week if received on a weekend.

Every attempt will be made to return your telephone call or voice message within 24-hours during a regular work week or on the first day of the week if received on a weekend.

If you are experiencing a life threatening emergency, please call 999 or 111 immediately, or go to your nearest A & E.


7. As a potential new client, how soon will you answer my request for help?

Our policy is to return all new client emails within 48 hours.


8. What is the cancellation policy regarding workshops, intensive family work, or courses?

If you cancel more than 21 days before the first day of the workshop, intensive, or other course, we will refund the amount paid less a £100 administrative fee per person registered.

Cancellation between 7 days and 21 days before the first day of the workshop, intensive, or course forfeits the deposit paid. We will credit this amount towards any later course which you can attend within 12 months from the start of the first course date, less the £100 administrative fee. If you have paid the full amount for the course, you will be refunded the difference between the normal deposit plus the administrative fee (per registrant) and the total amount you’ve already paid.