Frequently Asked Questions


Find Answers to Your Queries

Welcome to the Frequently Asked Questions section. Here you can find answers to the more common doubts and enquiries.

If you are looking for answers about the EMDR Intensive please check the EMDR Intensive FAQ.

If your question does not appear on this list, you can consult our terms and conditions here. Or contact me through the contact form.

Click on any of the questions to read the answer.

Girl hugging a punching bag

Are online sessions going to work for me?

Online sessions are suitable for you as long as you are comfortable working with computers at a basic level, especially if you are familiar with video calls and email. You do not need fantastic knowledge of technology. A quiet and private place with a stable internet connection will do.

Our services work perfectly fine for most people. However, if you are experiencing a crisis or emergency, we recommend that you contact your local mental health emergency services, as it is safer for you to receive in person support. If that is your case, you can find some resources here.

How do I schedule a session?

You can schedule a 1 hour online session here and start your counselling treatment now. After your booking, you will receive a confirmation email.

If you are a new client, an Intake Form will be emailed to you before the session. We encourage you to send it back completed at least 48h before your session. That way I can guarantee to look at it in depth before meeting. Otherwise, no worries, we will go through it together during your first session.

What’s the ‘Intake Form’ for?

Our first session will be preceded by an Intake Form designed to give us the best possible start. It will help me better understand who you are, why you have reached out, and how I can help you.

For you, it will be your first exercise, making you think about your situation from a general perspective, as if you were looking through a wide-angle lens.

Finally, it will ensure that all the information I need is conveyed at the beginning of the conversation or, so to say, that all the cards are on the table, so we can start working right away.

How do I get my video-call link?

Out of the Box uses a platform that complies with data protection regulations. A video-call link will be sent by email in your booking confirmation email. The link will be re-sent again 24 hours before the online session in an email reminder.

Can I change my appointment?

You can reschedule your 1 hour online counselling session up to 72 hours before the agreed upon appointment time, that way we all have enough time to reschedule ourselves. I know we all have unexpected events and it is fair that every one of us does our best to take care of them.
EMDR Intensives can only be rescheduled 30 days in advance.

For more details please check Services’ Terms and Conditions.

What if I need to cancel?

In case of something comes up, and you are unable to attend:

  • 1 hour counselling online sessions can be changed/rescheduled up to 72 hours before the agreed appointment time, but not cancelled.
  • EMDR Intensives can be cancelled, details can be checked here.

This policy is to ensure that people who are committed to this process will not be left out. You can check in detail our cancellation policy here.

Do you take insurance?

No, I do work privately. But sometimes insurance arrangements allow full or partial refund of the service fee by submitting an invoice. Check with your insurance provider.

What about confidentiality?

I will ask you for personal information in order to be able to provide the service. This information will be kept confidential at all times, except for the following cases, where I am bound by law and code of ethics to share it with a third party:

  • If it is requested by a court of law.
  • If the information shared implies a danger to your health.
  • If the information shared implies a danger to others.

I will not use your contact information for purposes other than providing my services, including internal marketing unless you specifically authorise me to do so.

Emails are not a secure method of communication and can be easily hacked. Please be aware of this when sending any personal information to me by email.

For more details please read our Service Terms and Conditions policy here.

What if technology fails?

We understand that technical issues are sometimes unavoidable when working with technology. So we put some procedures in place to make sure that we all know how to proceed and what to expect when that happens:

  • If during a session there is a technical failure and the session is interrupted, both you and I will put forth our best efforts to fix the problem.
  • If it takes less than 15 minutes to fix the problem, we will continue with the session until the end of the time allocated.
  • If it takes more than 15 minutes to fix the problem and less than half of the session has been completed, we will reschedule a new appointment for the remaining session time.
  • If it takes more than 15 minutes to fix the problem and more than half of the session has been completed, we will send you an email wrapping up the session and this email will be considered a substitute for the remaining time of the session.
  • If you cannot connect to a booked session, this will be considered as no show. For details check “What if I need to cancel?” section.

What are my payment options?

You can pay via debit or credit card when you book your session on the calendar. All payments are made through the Stripe Checkout Service, which is one of the most secure and trusted payment platforms on the market.

I still have questions, how can I contact you?

You can reach out through the contact form.

Please be aware that I may take some time to answer, as it is possible that your email may arrive when I am attending to other clients, preparing sessions or doing research. Rest easy, I will respond to all questions as soon as I can.

Please keep in mind that I do not send messages or engage in communications via phone, social media or messaging applications