Conditions of service

How we keep care safe for everyone.

We are committed to creating a safe, respectful, and therapeutic environment for all clients and staff. While we strive to be as inclusive as possible, there are certain situations where we may not be able to offer services. These decisions are made case by case, with a focus on safety and clinical appropriateness.

1. Safety risks

Clients who pose a risk of violence, harassment, or threatening behaviour toward service providers, other clients, or our property may not be eligible for in-person services. Where appropriate, we may offer telephone or video counselling as an alternative.

2. Unmanaged acute needs

We are not equipped to support individuals who require crisis stabilization, inpatient psychiatric care, or services beyond the scope of outpatient counselling. In these cases, we will do our best to connect the individual with more appropriate resources.

3. Substance use during sessions

Clients must not attend sessions under the influence of substances in a way that prevents meaningful participation or compromises safety.

4. Informed consent

We can only provide services to individuals who have the capacity to give informed consent to counselling. Where there are concerns about capacity, we may refer the individual to another provider.

5. Repeated no-shows

To ensure fair access for all clients, we ask that appointments be attended or cancelled in advance. Missed sessions without notice limit our ability to support others waiting for care.