The Online and Telephone service is not suitable for a suicidal crisis. Please view our International Suicide Helpline page. There you'll find an A-Z list of emergency services and free crisis support contact information for the country that you're in.
We request that you familiarise yourself with relevant information regarding your chosen service. By using or accessing any part of this website you will be deemed to have accepted our terms in full. If you do not accept any of the terms please do not continue to use this website.
We may decline the use of our service or suggest alternative support if we feel that we cannot support you. This could be due to the nature of your problem, our client lists being full, being short-staffed, lack of a therapist to suit your specific need or if you are suicidal, self-harming or suffering a mental health crisis. Where possible we may suggest other online/telephone organisations, face to face therapy or that you contact the emergency services. Your wellbeing is of paramount importance and you deserve to receive the help that is best suited to your needs.
Free E-books and articles
All material is free for clients and site visitors. E-books and articles are available to provide information only. We are not responsible for any material that is authored by anyone else other than OCS. For tailor-made support use our professional Counselling Service and receive therapy from a qualified Therapist.
We ask that you add our contact email addresses to your email contacts, also check your spam/junk folder for any correspondence. You may have read in the media that the older Hotmail and Yahoo accounts do at times have issues receiving/sending email. So we advise that use or sign up for the more stable and secure Gmail.
Hours of service
24 hour online counselling and telephone therapy - meaning that payments and bookings can be made online at any time. Out of business hours, admin support is available 7 days a week.
Emails submitted for Email Counselling can be sent at any time, 24 hours a day.
Instant Messenger, VoIP and Telephone sessions can also be requested for any time, depending on whether you have purchased discount week day or weekend session/s. We ask that you provide a wide range of day to day availability, including your preferred dates and time ranges. As long as your request has not already been filled and Counsellors are available, your requested slot will be provided.
If your requested slot is unavailable a list of alternative dates/times will be provided for you to choose from. All sessions do need for the time and date to be pre-arranged (apart from the email counselling service).
*We do not guarantee availability.
We require that all clients ensure full payment is made before booking session times and/or dates. We respect your privacy and do not request any private financial information. Payment is to be made via PayPal, this is the preferred and most secure payment gateway. You do not need to have a PayPal account to do this, since all major credit and debit cards are accepted by PayPal. Sessions can also be paid for via pre-arranged direct deposit and online or telephone banking. You may contact us to arrange this.
Companies, organisations and charities using BACS payment system to pay for therapy, for their members and employees will have 7-14 days for invoices to be fully paid. Late fees do apply. No VAT is currently being charged for any services.
Discounts and offers are available to all users. Special offers may only be available for a limited time and can be withdrawn at any time. We currently offer all clients up to 25% off all services. Company discounts are available to members of a company, charity or organisation. This discount requires a reference code, visit the Company Services page for more details. We also provide student discount offers.
We are happy to accept preferred session times/dates, we aim to ensure that sessions are booked at a time most convenient for the client. However, requested sessions slots are provided subject to availability. As the service is very much in demand, when requesting an initial time/date for a session, clients should submit all required information and their general availability. We request that clients book as much in advance as possible and provide multiple availability time frames. The Online Counselling Service has many clients and operates on a first book first serve basis.
We provide week day and weekend slots, the fees differ. After selecting a service and making payment:
• Clients who have selected the email counselling service may email their issue/problem to our assigned Email Counsellor. Each email session is allocated a therapy hour, where your email is read, carefully reviewed and replied to with a therapeutic response. All emails are replied to in order of when they were received, so the possibility that there are other client emails ahead of yours is always there as we receive several client emails a day. A response is given anywhere between 12 hours - 4 days, depending on demand and the order received.
• New clients who have selected and paid for the instant chat, voip or telephone sessions are to contact us via email to request their preferred session date and time. Clients should also include the appropriate information to conduct their session, i.e. brief details of their issue, messenger I.D, telephone number etc. Clients will then receive a welcome email from their Counsellor which will also include confirmation of their session date and time or an alternative list of available session slots that the client may select from.
• Existing clients may book session times and dates directly with their assigned Counsellor. We request that you make your payment before contacting your Counsellor for availability. Existing clients may also book their next appointment during a session with their Counsellor. We ask that you ensure that you make your payment immediately, on that day.
*If during your session you request a date/time for your next session but do not make your payment, or contact us to cancel your reservation, you're still liable to make payment as the slot was allocated to you. This means another client would be unable to have a session with your Counsellor at that time. It also has a major effect on the Therapist's time which could have been spent supporting someone else, or they could have been able to be off from work.
• Overseas clients - All clients over the world are welcome to use our service. Our email, instant chat, WhatsApp and Skype services are all conducted via the internet. If you're overseas and wish to have a voice call, please note that we may request that you use Skype or WhatsApp as the international calls are free. Telephone Counselling may not be suitable unless you wish to call us or are willing to pay an extra £5 - £10 per session for us to call you.
We believe in strengthening the counselling bond, you will be supported by the same Counsellor throughout your time with us. This will also save you from having to repeat your story.
Instant chat messenger, VoIP and Telephone sessions last for 45 minutes. Email exchanges are charged per 1000 words. We use WhatsApp and Skype for instant chat counselling sessions. Both UK landline and mobile/cellular phone numbers are accepted for Telephone Counselling.
*If you are overseas you may wish to use Skype or WhatsApp as they are free to make/receive calls.
Skype and WhatsApp VoIP (Voice over Internet Protocol) sessions are via voice calls only - not webcam/video.
Discount Bundles - All Counselling bundles of 3-9 sessions, including those for existing clients, new clients and students are valid for 60 days. The 12 session bundle is valid for 90 days, while 15 session bundle is valid for an extended period of 120 days. You can use your session at any time within the validity period.
New clients who have purchased 1 Email Counselling session only:
After making payment for 1 session you should submit the email of your problem/issue within 3 days. If you do not submit your email within that time period the session will become invalid.
New clients who have purchased 1 Instant Chat, Telephone or VoIP session only:
After making your payment for 1 session, you should contact us within 3 days with the necessary information to complete your booking. If you have not made contact within that time period your session will become invalid.
New clients who have purchased 1 Email, Instant Chat, Telephone or VoIP session and have made contact within 3 days:
If you have made initial contact within the specified time frame and have also received a welcome email from us regarding your booking date/time you will have a further 4 days to respond to our welcome email to confirm your booking. If you have not made contact within that time period your session will become invalid. Existing clients can book their sessions directly with their Counsellor via email, or at the end of each session.
Session validity is the same for all clients. There are no refunds for invalid or expired sessions.
While therapy sessions provide the space for clients to work through difficult feelings and emotions, Counsellors and Admin staff will not accept threatening or abusive behaviour towards them. Such behaviour may result in the session ending and the client being liable for the full session cost. Future sessions may not be permitted. Click the links to gain a deeper understanding of what Counselling sessions involve.
Clients and site visitors are not permitted to attempt to damage the website in any way through the introduction of viruses or any form of malicious technology. Details of any breach of this will be forwarded to the relevant authorities.
The conduct of our staff is just as important. OCS team members are carefully selected, this is to ensure that clients receive services of a high professional standard that are ethical, confidential and safe. Our Therapists have significant post-qualification experience, as well as broad life experience. This better equips them to provide our diverse client group with the personal touch, as well as understanding and a naturally warm approach. We promote anti-discriminatory practice. We believe in providing care and compassion to everyone, regardless of their background. We have a Feedback page and welcome your communication.
It is very important and a matter of mutual respect that you keep your appointments. All clients need to understand from the outset that we are unable to fit another client into your missed appointment slot at short notice. If for any reason you need to cancel/reschedule an appointment you will need to provide us with at least 24 hours notice. All cancellations/changes with less than 24 hours notice are chargeable for the full session fee (8 hours' notice will be accepted for rare/extreme emergencies). Being unavailable for any session without informing us will also incur the full fee for the session you have booked.
We request that you are available for your session at least 5 - 10 minutes before the agreed time. Please ensure that your status is set to online/available if you are using the instant chat or voip service. If you are using the phone service ensure that your phone is not engaged, disconnected or switched off.
Sessions start right on time. If you will be late in any way contact your Counsellor via email before your session time. If you have not contacted your Counsellor before your session and are late, offline, engaged, away or unavailable at the exact agreed session time your session will be cancelled after 5 mins from the agreed appointment time. You will incur the full fee for the session.
Due to the increase in distance therapy requests, we may offer to assist you to find alternative support. We may do so if there is limited availability, if we are short-staffed, if we feel you require a different type of therapy or if you want a wide variety of Therapists to choose from. We don't want to turn you away without trying to help.
We work closely with other online and telephone providers in the UK. All of these therapists have experience and are qualified. They have full insurance and are registered with one or more of the following bodies ACAT, AFSFH, APHP, BACP, CNHC, COSCA, UKCP, BAATN, BPS, HCPC, BABCP, NCP, NCS.
If we refer, make suggestions or help you to find alternative care, we will not profit or receive any cut. We believe that everyone should have access to therapy when they need it most.
We are happy to share website links and/or profiles so you can make your own selection. You are under no pressure to do so, we want you to be comfortable. We would be happy to assist you in making a choice if the need arises. We advise you to message or call the therapist or organisation first before booking, to ensure that they can help you.
*Please note that their pricing or schedule may vary, it may be higher or lower than our fees.
Disclaimer and Liability
This website contains information and links to other sites which are external to The Online Counselling Service. We take careful consideration when adding links to this website. It is the user's responsibility to acknowledge the necessary appropriateness of the information contained in other external sites.
The Online Counselling Service holds no liability if the connection to the website becomes unavailable. We do not warrant that our website, its functioning or the content made available will be timely, uninterrupted or error-free or that our website and the servers that make our website available have 100 percent uptime. In no event will we, our respective content or service providers, or any of our respective directors, contractors or employees be liable to you for any direct or indirect damages, losses or causes of action.
The Online Counselling Service does not make any warranties or representations as to the accuracy or completeness of the materials i.e. E-books, articles or website content. We may periodically make changes, improvements and/or updates to the materials, articles, e-books and site content without notice. Under no circumstances shall we be liable for any loss, damage, liability or expense incurred or suffered which is claimed to have resulted from the use of the website, use of products, materials, website content or any of our services, including without limitation, any fault, error, omission, interruption or delay with respect thereto.
The Online Counselling Service holds no responsibility for a user's telephone, a user's computer system, tablet, software data or technical difficulty occurring in connection with this website or any services and sessions. The Online Counselling Service holds no responsibility and holds no liability in regard to any computer viruses or corruption to any individual client's computer or device.
You agree to defend and indemnify The Online Counselling Service, to hold us and our affiliates harmless as well as indemnify our respective directors, contractors and employees against any losses, liabilities, claims, expenses (including legal fees) in any way arising from or related to your use of our website or our services.
Agreement• You agree that you are at least 18 years old.
The material on this website is the Copyright of The Online Counselling Service, All rights reserved.