Terms and Conditions

This document outlines the terms and conditions governing the services provided by copewell. By engaging in our services, you agree to these terms. If you have any questions or require clarification, please do not hesitate to contact us.

1. Procedure

The treatment process begins with an intake/initial consultation. During this session, we will discuss your reasons for seeking help, as well as your goals and expectations for treatment. The therapist will also provide an overview of the therapeutic approach and answer any questions you may have.

2. Confidentiality

We recognize the importance of confidentiality in therapeutic settings. All data you share during sessions will be treated with the highest level of discretion and will not be disclosed to third parties without your explicit consent, except in specific circumstances outlined below.

3. Overriding Confidentiality

Confidentiality is a fundamental principle of our practice; there are specific situations in which data may be shared, namely:

• Supervision and intervision: At times, we may consult with external professionals to ensure the highest quality of care. These consultations are conducted in a manner that protects your anonymity, meaning no personally identifiable data will be disclosed. Any professional involved in these discussions is legally and ethically bound to maintain confidentiality.
• Team access: copewell operates with a team of mental health professionals and administrative staff who may require access to certain protected data for clinical and operational purposes (e.g., scheduling, billing, and quality assurance). All professionals and staff members are legally obligated to uphold confidentiality standards and have received training on privacy protection. They are prohibited from disclosing any data outside of the practice without proper authorization.
• Legal or ethical requirements: In certain circumstances, we are legally or ethically required to break confidentiality. By engaging our services, you acknowledge and consent to these exceptions. These include:
  • If we receive a valid court order or other legal directive, we may be required to disclose certain data. We will only provide the necessary data as required by law.
  • If we have reasonable grounds to believe that you or another person is at immediate risk of serious harm, we may need to take action, including notifying emergency services or relevant authorities.

Whenever possible, we will make reasonable efforts to discuss the situation with you before breaching confidentiality, unless doing so would increase the risk of harm.

4. Privacy

We are legally required to maintain a client file containing the necessary data to provide proper care and services. The law mandates that we retain this file for 20 years unless a different legal retention period applies. It is your right to ask for a copy of this file. If you find inaccuracies, you may request corrections or additions to your file. If you disagree with certain data, you may request that a statement reflecting your perspective be added. You have the right to request partial or complete destruction of your file. However, we may deny or partially reject your request if retaining the file is necessary to protect the rights or interests of others. For more details, please refer to our complete Privacy Policy.

5. Code of Conduct

We adhere to the NIP (Netherlands Institute of Psychologists) Code of Conduct, ensuring professional and ethical standards in our practice.

6. Emergency Care

copewell does not provide emergency mental health care. In case of an emergency, please contact: your general practitioner (GP / Family Doctor), the nearest emergency room, or emergency services by dialing 112 if you're in the Netherlands. If you are outside the Netherlands, call the emergency services number applicable in your country.

7. Gifts

To maintain professional boundaries, we do not accept or request gifts from clients. This policy ensures a therapeutic relationship free from conflicts of interest.

8. Social Media Policy

We appreciate positive reviews on our official social media pages, as they help others find and trust our services. However, please be mindful that publicly sharing personal experiences may compromise your confidentiality. We encourage leaving general feedback without revealing sensitive data. copewell maintains official social media accounts on Facebook, Instagram, and LinkedIn. You are welcome to follow us on our practice pages. However, we do not accept friend/connection requests on personal accounts from current or former clients to maintain professional boundaries and confidentiality.

9. Contact

We prefer contact via email. We always try to answer your emails within two working days. We cannot guarantee to answer your phone calls immediately as during working hours we give our attention to the sessions with clients and block all other distractions. Please leave a message and we will return to your call as soon as possible. You can send us a text message/WhatsApp, but we do not recommend using this method for anything confidential as privacy cannot be assured.

10. Complaints

At copewell, we value open communication and strive to provide a high standard of care. If you have concerns regarding your therapy or any aspect of our services, we encourage you to discuss them with us directly. Many issues can be resolved through open communication during a session. If you prefer, you may request a separate meeting dedicated to addressing your concerns. This session will be offered free of charge to ensure you feel heard and supported in resolving the matter.

If you would rather submit a formal complaint, you can do so in writing by emailing info@cope-well.com. We will acknowledge receipt of your complaint and respond in writing after reviewing your concerns. Should you remain dissatisfied with our response, you have the option to escalate your complaint to an independent complaints officer through P3NL (in Dutch). This organization provides impartial assistance and can facilitate mediation if necessary.

11. Safety

To maintain a safe therapeutic environment, we do not admit clients to sessions if they are under the influence of alcohol, drugs, or any other substances that may impair their ability to participate meaningfully in therapy. If a client arrives in an intoxicated state, the session will be canceled, and the full session fee will still apply. Additionally, any form of aggressive, threatening, or inappropriate behavior towards the therapist or staff will result in immediate session termination. In such cases, the client remains responsible for the session fee, and further appointments may be reconsidered or permanently discontinued at our discretion.

12. Intellectual Property

We own the intellectual property in any work we create, and this intellectual property will not be transferred to you, although you have our non-exclusive, non-transferable license to use our work for the purposes for which it was created. This means that while you are welcome to use any materials, resources, or content we provide during our sessions—such as worksheets or exercises—you do not own them and cannot share, reproduce, or modify them for purposes outside of your personal use in therapy. Our aim is to support your well-being, and these materials are provided to assist you in that process.

13. KYC (Know Your Client) and Reporting Obligations

We are under the legal obligation to verify your identity and certain other data, prior to providing services to you. Under applicable legislation we may be legally required to (i) report to the relevant authorities any knowledge or suspicion of a criminal activity, in certain cases without reference to you and without your consent, or (ii) report to the Dutch Tax Authorities, within the meaning and for the purposes of complying with EU Directives as transposed into Dutch law.

Payment Conditions

1. Payment Policy

Following each session, we will issue an invoice within 7 days of the appointment. Payment is due within 14 days from the invoice date. If payment is not received within this period, future sessions may be suspended until full payment is made.

2. Failure to Pay

If the invoice remains unpaid after 14 days, a 10% monthly interest and administrative fees will be added to the outstanding amount. A payment reminder may be sent when the initial invoice becomes due. If payment is still not received 14 days after the reminder, we reserve the right to initiate debt collection proceedings. Any additional costs related to these collection measures will be added to the outstanding balance.

3. Cancellation Policy

You may cancel or reschedule your appointment at no charge if you provide at least 48 hours' notice. Cancellations made with less than 48 hours' notice will be charged 100% of the session fee, as will failure to attend the session (no-show). If you arrive more than 15 minutes late, you will not be admitted, and the session will be considered a no-show. Please note that cancellation and no-show fees are not covered by insurance providers.

4. Insurance Coverage

copewell operates as a private practice and does not have contracts with insurance providers. This means clients are responsible for covering session fees and independently seeking reimbursement from their insurance provider, if applicable. While some insurance policies may offer partial coverage, it is the client's responsibility to verify the terms of their insurance plan, including reimbursement rates, session limits, and referral requirements, before starting treatment.

5. Fees

The standard session fee applies to a 50-minute therapy session, plus 10 minutes of indirect time (for administrative tasks such as session notes and preparation). Any additional time required beyond this will be agreed upon in advance and charged per 15-minute increments. Session fees are subject to annual adjustments for inflation.

6. Sliding Scale Fee

If you have been granted a reduced fee based on financial need, you are required to inform us if your financial circumstances change. Changes may include, but are not limited to, employment status, external financial support, or insurance coverage. Adjustments to the sliding scale fee may be made accordingly.