Client policy

Last updated: 5 July 2026

This legal document applies to:

https://therapy-in-english.dk

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
• Intensive 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 only after payment has been received, unless we have expressly agreed another payment 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

Payment may be made by bank transfer, Stripe or any other payment methods that I make available.

Invoices should be paid by the stated due date unless 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 3 calendar days before your appointment: free of charge.
• Less than 3 calendar days before your appointment: administration fee of 400 DKK.

Rescheduling requests remain subject to appointment availability.

5.2 Cancellation

• More than 7 calendar days before your appointment: administration fee of 400 DKK.
• Less than 7 calendar days 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 without prior notice, the appointment will normally be treated as a late cancellation and the full session fee will remain payable.

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.