Client Policy

Last updated: 1 September 2026

This legal document applies to:

This website is owned and operated by:

Mark Colclough ApS
Smørmosetoften 8
5700 Svendborg
Denmark
CVR: 38285424
Email:

[email protected]

1. Introduction

This Client Policy explains how I provide professional psychotherapy services and sets out the expectations, responsibilities and practical arrangements that apply before, during and after therapy.

Its purpose is to create clarity for both of us. Clear expectations support a safe therapeutic relationship, reduce misunderstandings and allow our work together to remain focused on you, your wellbeing and your therapeutic goals.

My work is guided by professional ethical principles that place your wellbeing, dignity, autonomy and psychological safety at the centre of everything we do together. Throughout our work, I aim to create a respectful, transparent and trustworthy therapeutic relationship where your interests always take precedence over my own personal, financial or professional interests.

This Client Policy forms part of the legal framework governing our professional relationship. It should be read together with the Terms of Use, Privacy Policy and Cookie Policy.

2. Scope of this client policy

This Client Policy applies to all professional services that I provide, including, where applicable:

Individual psychotherapy
Couples therapy
Couples therapy alone
Family therapy
Business coaching
Back-to-back therapy
Workshops
Retreats
Online consultations
In-person consultations

For the purposes of this client policy, client refers to the individual, couple or family receiving professional services from me. Unless the context indicates otherwise, the term client includes all three.

Additional practical arrangements relating to specific services may be agreed separately where appropriate.

3. Becoming a client

Our therapeutic relationship begins only after I have accepted your booking request and your appointment has been confirmed in accordance with this client policy.

Submitting an enquiry, requesting an appointment or corresponding by email, telephone or WhatsApp does not in itself establish a therapeutic relationship.

I accept only those enquiries where I believe I can offer appropriate professional support. If I believe another therapist, healthcare professional or service would better meet your needs, I will tell you openly and encourage you to seek the support that is most appropriate for you.

Whenever we decide to work together, I commit myself to providing psychotherapy responsibly, competently and with respect for your individual circumstances and goals.

4. Booking and payment

4.1 Booking requests

You may request an appointment through my online booking system or by direct agreement with me.

A booking submitted through the online booking system is a request for an appointment rather than a confirmed booking.

I personally review all booking requests before accepting them. This allows me to assess availability, suitability and any practical considerations before confirming an appointment.

4.2 Confirmation of appointments

Once I have accepted your booking request, I will normally issue an invoice or send payment instructions.

Your appointment becomes confirmed when I accept your booking request. Payment is then due by the due date stated on the invoice unless we have expressly agreed another arrangement in writing.

Until your appointment has been confirmed, the requested appointment time remains provisional and may become available to another client.

4.3 Payment

Invoice and bank transfer are the standard payment methods. Stripe/card payment may be made available at the client’s request, subject to any applicable administration arrangement.

Invoices are normally due within three calendar days of issue unless a different due date is stated on the invoice or we have agreed otherwise in writing.

Current prices, fees and payment methods are published on the Pricing page of this website and may be updated from time to time.

Where VAT applies, it will be charged in accordance with applicable Danish legislation.

I believe financial arrangements should be clear, transparent and fair. Agreeing practical matters in advance helps us keep the focus of our sessions where it belongs: on your therapeutic work rather than administrative questions.

4.4 Late payment

Outstanding invoices may result in appointments being postponed or cancelled until payment has been received.

I reserve the right to charge statutory reminder fees and interest where permitted under Danish law.

5. Rescheduling and cancellation

5.1 Rescheduling

More than 72 hours before your appointment: free of charge.
72 hours or less before your appointment: administration fee of 400 DKK.

Rescheduling requests remain subject to appointment availability.

5.2 Cancellation

More than 168 hours before your appointment: free of charge.
168 hours or less before your appointment: the full session fee is payable.

These terms apply because every appointment is reserved exclusively for you and usually cannot be offered to another client at short notice.

5.3 Failure to attend

If you do not attend a scheduled appointment, or arrive or connect more than 10 minutes after the scheduled start time without another agreed arrangement, the appointment is treated as a no-show and late cancellation. The full session fee remains payable; for a prepaid bundle, the session is treated as used.

If unforeseen circumstances arise, I encourage you to contact me as soon as reasonably possible.

6. The therapeutic relationship

Psychotherapy places me in a position of considerable trust. I never take that responsibility lightly. My role is to create a professional relationship that is safe, respectful, transparent and focused on your wellbeing. Everything else follows from that responsibility.

I believe that clarity creates safety. The clearer we are about expectations, boundaries, confidentiality and our respective responsibilities, the more freedom we have to focus on what really matters: your personal growth, your relationships and your emotional wellbeing.

Psychotherapy is a collaborative process. I bring professional knowledge, clinical experience and more than two decades of therapeutic practice. You bring your experiences, your willingness to explore yourself honestly and your desire for change. Neither of us can do the other’s work, but together we create the conditions in which meaningful change becomes possible.

Therapy can sometimes be emotionally demanding. It may involve discussing painful memories, exploring uncomfortable emotions, recognising long-established patterns or making important life decisions. While psychotherapy often leads to significant positive change, I cannot promise any specific outcome or guarantee particular results.

I will always do my best to be honest with you, even when honesty may sometimes feel challenging. In return, I ask that you are as honest with me as you are able. Therapy works best when we both approach our conversations with openness, curiosity, courage and mutual respect.

You remain responsible for your own decisions and life choices throughout our work together. My role is not to make decisions for you, but to support you in understanding yourself more deeply and making decisions that are aligned with your own values and goals.

My services provide psychotherapy and emotional support. They do not replace medical care, psychiatric treatment, legal advice, financial advice or other specialist professional services. Whenever I believe another professional would be better placed to support you, I will tell you openly and help you find the most appropriate support.

7. Couples therapy alone

Couples therapy alone is a psychotherapy service for one individual who wishes to work on challenges relating to an intimate relationship, regardless of whether their partner participates in therapy.

Although the relationship may be the focus of our work, you are the only client present. This allows us to explore not only your current relationship, but also your personal history, attachment style, childhood experiences, previous relationships, emotional patterns, beliefs, trauma and other aspects of your life that influence how you experience intimacy today.

Because only one person is receiving psychotherapy during these sessions, couples therapy alone is provided and invoiced as an individual psychotherapy service.

One of the defining principles of this service is that I do not become the long-term holder of information that fundamentally undermines trust within future couples therapy. My role is to help create greater openness, honesty and understanding rather than becoming the keeper of information that prevents those goals from being achieved.

For that reason, Couples therapy alone should not be used as a place to disclose information that you expect me to conceal from your partner if you later invite me to work with both of you together.

If information shared during individual work would place me in an ethical conflict or prevent me from remaining appropriately neutral in later couples therapy, I will discuss this openly with you. Depending on the circumstances, I may recommend continuing individual psychotherapy, referring you to another couples therapist or exploring together how the information can be addressed honestly and constructively.

8. Confidentiality

Confidentiality is one of the foundations of psychotherapy. You should feel able to speak openly, knowing that what you share is treated with care, discretion and professional respect.

Everything discussed during therapy is regarded as confidential unless you give your consent for information to be shared or I am legally or ethically required to disclose information.

Wherever possible, I will discuss any situation requiring disclosure with you before information is shared.

Details of how I collect, store and protect your personal information are explained in my Privacy Policy.

9. Couples and family confidentiality

When I work with couples or families, my primary responsibility is to the therapeutic relationship as a whole rather than to any one individual.

Successful couples and family therapy depends upon openness, honesty and mutual trust. I therefore encourage everyone participating to bring important issues into the shared therapeutic space rather than asking me to carry significant secrets on behalf of one person.

If confidential information creates an ethical dilemma, I will discuss the situation respectfully with the person concerned and work collaboratively towards an appropriate way forward.

Where this is not possible, I may recommend individual therapy, referral to another therapist or, in some circumstances, conclude that I cannot ethically continue working with the couple or family.

10. Limits to confidentiality

Although confidentiality is fundamental to psychotherapy, there are circumstances in which I may be legally or ethically required to disclose information without your consent.

These situations may include:

Serious and immediate risk of harm to yourself.
Serious and immediate risk of harm to another person.
Actual or suspected abuse or neglect where disclosure is required by law.
Court orders or other legal obligations.
Professional safeguarding responsibilities.

Whenever it is legally possible and clinically appropriate, I will discuss such disclosures with you before any information is shared.

11. Personal information and data protection

I process your personal information in accordance with the General Data Protection Regulation (GDPR) and applicable Danish legislation.

Rather than repeating those details here, I encourage you to read my Privacy Policy, which explains how your personal information is collected, stored, protected and processed.

Administrative tasks within my practice may occasionally involve carefully selected AI-assisted tools operating under appropriate confidentiality safeguards. Such tools are never used to replace my professional judgement or my therapeutic relationship with you.

Further information is available in my Privacy Policy.

To maintain the highest possible professional standard, I engage in ongoing professional development, continuing education and clinical supervision throughout my career. I believe that caring responsibly for my own professional competence is an important part of caring responsibly for my clients.

12. Session duration, attendance and timing

A 1-hour appointment reserves 60 minutes in the calendar and ordinarily includes approximately 50 minutes of therapeutic work. A 2-hour appointment reserves 120 minutes and ordinarily includes approximately 105 minutes of therapeutic work. The remaining time allows for transition, administration, notes and other session-related tasks. The fee applies to the booked appointment as a whole.

If you arrive or connect more than 10 minutes after the scheduled start time without another arrangement having been agreed, the appointment is treated as a no-show. If you arrive within 10 minutes, the session may proceed but normally ends at the originally scheduled time. Late arrival does not create a right to an extension, fee reduction or partial refund.

A no-show is treated as a late cancellation. For an individually paid appointment, the full session fee remains payable. For a prepaid bundle, the session is treated as used. Any applicable outside-office-hours fee also remains payable.

If you choose to end a session early, the full fee remains payable and a bundle session is treated as used. If I materially shorten a session for professional reasons not caused by your conduct, I will consider an appropriate adjustment such as additional time, credit, rescheduling or a proportionate refund.

13. Online appointments and communication

For online appointments, you are responsible for a suitable internet connection, functioning device and audio/video setup, and a reasonably private, safe environment. Technical problems on your side do not automatically extend the appointment or create a refund right. If a technical problem on my side prevents the session from taking place, the appointment will be rescheduled without charge or, where appropriate, refunded; a bundle session will not be treated as used.

Email and WhatsApp may be used for practical communication and, where appropriate, limited therapeutic communication. These channels are not monitored continuously and must not be relied upon for urgent or crisis support. Formal written notices under this policy may be sent by email to [email protected] or by WhatsApp where we use that channel together. A notice is treated as received at the recorded time of successful delivery, not when I later read it.

Audio, video or other recording of a therapy session is not permitted unless expressly agreed in advance. In couples or family work, recording also requires the prior agreement of every participant. AI-assisted administration does not mean sessions are routinely recorded or transcribed.

14. Prepaid bundles

Prepaid bundles are valid for 180 calendar days from the date the bundle request is placed through the online booking system. All sessions must take place within that validity period. Booking before expiry does not extend the bundle where the appointment itself is scheduled after expiry. Bundles are personal and non-transferable, cannot normally be paused or frozen, and are valid only for the service and session duration for which they were purchased unless I expressly agree otherwise in writing.

Purchasing a bundle does not guarantee availability on particular dates or times. You are responsible for booking sufficiently early to allow sessions to take place before expiry. Client holidays, travel, work commitments or ordinary personal scheduling circumstances do not normally extend validity. Any exceptional extension must be expressly confirmed in writing with a new expiry date and, where possible, reflected in the booking system.

For couples therapy, a bundle is administratively owned by one customer profile even though both partners may participate in the therapy. It cannot be transferred to another purchaser, another couple or another client.

Outside-office-hours fees also apply to appointments booked through bundles at the rate applicable when the individual appointment is booked. Rescheduling a bundle appointment 72 hours or less before its start carries the 400 DKK administration fee, but the session remains available within the bundle provided it can still take place before expiry. A bundle appointment cancelled 168 hours or less before its start is treated as used. Rescheduling does not reset cancellation obligations already attached to the original appointment.

14.1 Bundle refunds

A bundle refund must be requested in writing before the bundle expires. The date I receive the written request is the formal cancellation date. Used sessions are first recalculated at the ordinary non-discounted public rate for the applicable service and duration in force on that date. The bundle discount no longer applies to sessions already used. Promotional, legacy, individually negotiated or other exceptional prices are not used for this calculation.

After used sessions and other amounts properly due in connection with the bundle have been deducted, a 20% administration fee is calculated on the remaining refundable balance. A refund can never be less than 0 DKK. If the value of used sessions equals or exceeds the amount paid, no refund is payable and no additional amount becomes due solely because the bundle was cancelled. Expired sessions are neither usable nor refundable.

Approved refunds are normally processed within 14 calendar days after the amount has been calculated and the necessary bank details have been received. Refunds are normally returned by bank transfer. Any applicable international or intermediary bank charges may be deducted from the amount returned. VAT treatment of refunds, deductions and administration fees follows the underlying service and applicable Danish VAT rules.

Cancelling a bundle does not automatically cancel future appointments. Future appointments must either be paid separately at the applicable standard rate or cancelled under the normal cancellation rules.

15. Prices, VAT, fees and payment

Current prices and monetary fee amounts are published on the Pricing page. Savings are calculated against the standard 1-hour rate applicable to the underlying service at the time of purchase. Two-hour sessions already include a reduced hourly rate, and bundles may provide an additional saving. The saving displayed when a bundle is purchased does not guarantee the rates later used for a refund calculation.

Current prices and fees may change prospectively. Changes do not alter the agreed price of an already confirmed appointment or the purchase price of an existing bundle. Additional fees relating to future appointments booked through a bundle are charged at the applicable rate when that appointment is booked. Where an administration or other fee relates to a specific service, its VAT treatment follows the VAT treatment of the underlying service where required by Danish law.

Where the 400 DKK rescheduling administration fee applies, 400 DKK is the total client-facing amount. Where the underlying service is VAT-liable, applicable VAT is included within the 400 DKK rather than added on top. Business-coaching prices and associated fees are displayed exclusive of VAT where stated and applicable VAT is added when invoiced.

Unless expressly stated otherwise, all prices, fees, invoices and refunds are denominated in Danish kroner (DKK). You are responsible for bank, intermediary, international-transfer and currency-conversion charges. The full invoiced amount must be satisfied in DKK, although minor payment differences may be handled reasonably at my discretion.

For bank transfers, payment is treated as made when you initiate the transfer by the stated due date, provided it is subsequently received and can reasonably be identified. Please use the invoice number as the payment reference where possible. If an invoice is not paid by its due date, I reserve the right to cancel the associated appointment. Non-payment does not waive amounts already due under the cancellation terms.

If you believe an invoice contains an error, please contact me promptly. Querying an invoice does not automatically extend its due date or suspend other booking or cancellation terms unless I agree otherwise.

16. Appointment changes and availability

All appointments are subject to availability. Changes between in-person and online format will normally be agreed in advance. If I initiate a material format change and no reasonable alternative can be agreed, no cancellation or rescheduling fee applies.

Changing a confirmed appointment duration is treated as a booking change. Increasing duration is subject to availability and the applicable longer-session price. Reducing a 2-hour appointment to 1 hour within 168 hours of the original start does not reduce the amount due for the originally reserved time. If an appointment is repeatedly rescheduled, I may require a new booking arrangement or payment in advance before reserving further time.

Where the booking system does not permit a cancellation or rescheduling action that is otherwise available under this policy, you may make the request by email or WhatsApp. The applicable deadline and fee remain unchanged.

Unless expressly agreed otherwise, appointment times, office hours and cancellation/rescheduling deadlines are determined according to local time in Copenhagen, Denmark, including daylight-saving changes.

17. Therapeutic boundaries and safety

Please attend appointments in a condition that allows safe and meaningful participation. If alcohol, drugs or another intoxicating substance significantly impairs your ability to participate, I may decline to begin or may end the session; the appointment will normally remain payable and a bundle session will normally be treated as used.

I may pause or end an appointment if behaviour becomes threatening, abusive, seriously intimidating or otherwise makes it unsafe or professionally inappropriate to continue. Where appropriate, I will discuss whether and under what conditions our work can safely continue.

Only the person or people for whom the appointment has been arranged should attend unless another person’s participation has been agreed in advance. Additional participation may change the nature, price, VAT treatment or duration of the service.

18. Couples, families and third parties

In couples therapy, either partner may contact me individually about practical matters, but substantive relationship material should wherever possible be brought into the shared therapeutic space. Please do not send me information privately that you expect me to conceal indefinitely while I continue working with you as a couple.

If one partner withdraws from couples therapy, remaining appointments or bundles do not automatically convert to individual psychotherapy or couples therapy alone. Any continued individual work requires a new agreement and may involve different pricing, VAT treatment and clinical considerations.

An invoice may, where agreed, be issued to a company, employer, parent or other third party. Payment by a third party does not make that payer a therapy client and does not give them access to confidential therapeutic information. In couples therapy, one partner’s account may be used for administrative booking and invoicing without making that partner the sole therapeutic client.

19. Ending therapy, referrals and complaints

You may end therapy at any time. Where possible, I encourage you to discuss the decision with me so that we can bring our work to an appropriate conclusion. I may also recommend ending our work if continuing is no longer appropriate, safe, professionally responsible or in your best interests.

If our ongoing work ends and you would benefit from continuing elsewhere, I will gladly help you find appropriate support. I have a broad professional network in Copenhagen and may be able to refer you to another psychotherapist, couples therapist, psychologist, psychiatrist or other relevant professional depending on your needs.

If you have a concern or complaint about our work, I encourage you to raise it with me directly where you feel able. You may do so in person or in writing by email or WhatsApp. I will take the concern seriously and aim to discuss it openly and constructively. Raising a complaint does not affect your legal or professional rights.

20. Special circumstances and legal framework

The online booking system and customer accounts are intended for adults aged 18 or over. Work involving a person under 18 must be arranged directly with me by an appropriate parent, guardian or other legally authorised person, with confidentiality and consent arrangements agreed separately.

If I need to cancel or reschedule an appointment, no client cancellation or rescheduling fee applies. A prepaid bundle session is not treated as used. If my extended unavailability materially prevents you from using a bundle before expiry, I may extend the affected validity period sufficiently to compensate. Exceptional circumstances outside either party’s reasonable control will be considered fairly.

A free 30-minute discovery call is an introductory conversation, not a psychotherapy session, and does not by itself establish an ongoing therapeutic relationship. The paid-session cancellation, rescheduling and outside-office-hours fees do not apply to the free discovery call.

Where business coaching is provided, the practical provisions concerning bookings, payment, invoicing, cancellation, rescheduling, attendance and fees apply unless otherwise agreed. Provisions specifically concerning psychotherapy, therapeutic confidentiality or the therapeutic relationship apply only where the service is therapeutic in nature.

Where a workshop, retreat, event or other programme has specific terms, those programme-specific terms supplement this policy and take precedence on the matter they specifically address. A specific arrangement expressly agreed between you and me in writing takes precedence over the corresponding general provision for that matter only. A waiver or exception in one situation does not create an entitlement to the same exception in future.

If there is an inconsistency between the Pricing page and this Client Policy, the Pricing page governs current prices and monetary fee amounts, while this Client Policy governs the conditions under which those prices and fees apply. For therapeutic relationships, bookings, cancellations, rescheduling and bundles, this Client Policy takes precedence over the general Terms of Use. The Terms of Use govern website use; the Privacy Policy and Cookie Policy govern their respective subjects. Mandatory rights under applicable law take precedence over all of these documents.

Changes to this Client Policy apply prospectively from the date the updated policy is published and do not retrospectively alter the agreed price or materially disadvantage existing cancellation, refund or bundle rights unless required by law or expressly agreed otherwise. Nothing in this policy limits mandatory consumer rights under Danish law, including any statutory right of withdrawal that applies to a distance contract.

21. Related legal documents

This document forms part of the legal framework governing the use of this website and the professional services provided by Mark Colclough ApS.

For a complete understanding of your rights, responsibilities and how your personal information is handled, we encourage you to read all of the following legal documents:

Together, these documents establish the legal framework governing the use of this website, the protection of your personal information, the use of cookies and similar technologies, and the professional relationship between you and Mark Colclough ApS.

If you have any questions regarding these legal documents or how they apply to you, please contact us at [email protected].