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One Step Counselling and Therapies C.I.C.
Finance, Payments and Refunds Policy 

 

Last Updated: October 1, 2025 

 

One Step Counselling and Therapies C.I.C is committed to providing accessible, affordable therapeutic and wellness services to our community. This policy outlines our approach to pricing, payments, and refunds whilst maintaining our core values of accessibility and affordability for all.

 

2.1 Counselling Services

  • Standard Rate: £35 per session (55 minutes)

  • Reduced Rate: £25-£35 per session (subject to financial assessment)

  • Low Income/Concession Rate: £15-£20 per session

  • Free Sessions: Available in exceptional circumstances following assessment

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2.2 Group Activities

  • Donation-Only Services: Yoga classes, Monday open days (suggested donation £3-£5)

  • Affordable Sessions: Ecotherapy, nature connection (£10-£15 per session)

  • Free Services: Monday community hub activities, crochet lessons, nature based sessions, community gardens, hub craft sessions
     

2.3 Specialist Services

  • One-to-One Yoga: £25 per session

  • Reiki Treatment: £30 per session

  • Wellness Retreats: Variable pricing (payment plans available)

  • Bespoke Group Services: Quoted individually

 

3.1 Sliding Scale Eligibility

Clients may request reduced rates by:

  • Completing our confidential assessment form

  • Providing evidence of low income (benefits letter, payslips, student ID)

  • Self-declaration in cases of financial hardship

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3.2 Assessment Criteria

We consider:

  • Household income and essential outgoings

  • Number of dependents

  • Employment status

  • Receipt of benefits or concessions

  • Exceptional circumstances

 

4.1 Accepted Payment Methods

  • Bank transfer (preferred)

  • Cash (for in-person sessions)

  • Cheque (payable to "One Step Counselling and Therapies C.I.C")

  • Online payment systems where available

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4.2 Payment Terms

  • Regular Sessions: Payment due 48 hour before for counselling sessions, invoiced for bespoke services, or at the time of service

  • Block Booking Discount: 10% discount when paying for 6 sessions in advance

  • Payment Plans: Available for wellness retreats and block bookings

  • Donations: Voluntary contributions always welcomed

 

5.1 Session Booking

  • Initial sessions require advance payment or confirmed payment method

  • Regular clients may arrange ongoing payment schedules

  • Emergency appointments subject to immediate payment

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5.2 Cancellation by Client

  • 48+ Hours Notice: Full refund or session rescheduled

  • Less than 48 Hours: 50% charge applies

  • No Show: Full session fee applies

  • Emergency Circumstances: Considered on case-by-case basis

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5.3 Cancellation by One Step

  • Therapist Illness/Emergency: Full refund or immediate rescheduling

  • Service Disruption: Alternative arrangements or full refund offered

 

6.1 Eligibility for Refunds

Full refunds provided for:

  • Sessions cancelled by One Step with 24+ hours notice

  • Prepaid sessions where client relationship ends due to our decision

  • Services not delivered as agreed

  • Exceptional circumstances (bereavement, serious illness, job loss)

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6.2 Partial Refunds

May be considered for:

  • Block bookings with legitimate reason for discontinuation

  • Retreat cancellations detailed in retreat booking terms

  • Service modifications agreed by both parties

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6.3 Non-Refundable Circumstances

  • Client no-shows without valid reason

  • Cancellations with less than 24 hours notice (except emergencies)

  • Completion of agreed service package

  • Breach of client agreement terms

 

7.1 Emergency Support

  • Limited free sessions available for crisis situations

  • Referral to other low-cost services when appropriate

  • Flexible payment arrangements during temporary hardship

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7.2 Community Support Fund

  • Funded places available through grants and donations

  • Application process for those unable to pay any fee

  • Reviewed quarterly based on available funding

 

8.1 Outstanding Payments

  • Friendly reminder after 1 day

Service suspension if no resolution

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8.2 Debt Recovery

  • No interest charged on outstanding amounts

  • External debt collection only used as last resort

  • Preference for payment plan agreements

 

9.1 Voluntary Donations

  • Always voluntary, never mandatory

  • Suggested amounts provided as guidance

  • Anonymous donations welcomed

  • All donations support service accessibility

 

10.1 Financial Information

  • All payment data processed in accordance with GDPR

  • Secure storage of financial records

  • Limited access on need-to-know basis

  • Retention period: 7 years for tax purposes

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10.2 Confidentiality

  • Financial circumstances treated as confidential

  • Information not shared without consent

  • Assessment outcomes kept separate from therapeutic records

 

11.1 Payment Disputes

  • Initial discussion with service provider encouraged

  • Formal complaint procedure available

  • Independent review process for unresolved issues

  • External mediation options provided

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11.2 Appeal Process

  • Financial assessment decisions may be appealed

  • Additional evidence considered

  • Review by Managing Director

  • Final decision provided in writing

 

12.1 Regular Review

  • Annual review of pricing structure

  • Quarterly review of financial support availability

  • Service user feedback incorporated

  • Board approval for significant changes

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12.2 Communication of Changes

  • Existing clients notified of changes in writing

  • 30 days notice for price increases

  • Website and materials updated promptly

  • Transition periods offered where appropriate

 

For all financial queries, payment arrangements, or appeals:

One Step Counselling and Therapies C.I.C   Email: info@onestepcounselling.org   Website: www.onestepcounselling.org

Managing Director: Emma-Jane Lovell

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This policy is designed to support our mission of making therapeutic services accessible to all members of our community whilst ensuring the sustainability of our services. We are committed to working with clients to find solutions that enable access to the support they need.

 

Document Reference: OSC-FIN-001   Effective Date: 1st October 2025   Review Date: 1st October 2026   Approved by: Emma-Jane Lovell, Managing Director  

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