1. General Questions


Question
How does MindBerry work?

Answer
In a nutshell, at MindBerry you can have secure online or face-to-face sessions with a vetted Counsellor/Therapist in a confidential environment at your convenience. You can use your mobile, tablet, laptop or desktop for a video, audio, instant messaging or e-box session.

Question
What level of flexibility can I expect from the Counsellor/Therapist in regard to meeting my schedule?

Answer
It depends on the individual Counsellor/Therapist as they have different schedules and are available at different times. We aim to provide you with the most suitable healthcare professional that is available at a time that fits into your timetable.


Question
What is the difference between a Counsellor and a Therapist?

Answer
Sometimes these words are used interchangeably but Therapist or Psychotherapist are terms associated with specific talking therapies that a professional utilises as a form of practice. This can be a form of integrative, existential or psychodynamic approach. Counsellors tent to help an individual who struggles with Mental Health issues on a short-term basis whereas a Therapist/Psychotherapist also deals with psychiatric disorders and engages in long term therapy with clients.


Question
Are all your Counsellors/Therapists professionally qualified and vetted?

Answer
Every professional Counsellor and Therapist working at MindBerry has undergone a strict manual check & interview to ensure that they have completed a core training in their area of expertise to at least diploma level or equivalent. Most of them are registered or accredited members of UKCP (United Kingdom of Counselling Psychotherapy) & BACP (British Association of Counselling Psychotherapy) and therefore have extensive experience in their chosen field.


Question
Is Online Counselling effective?

Answer
Yes, it is! There are an abundance of research studies that have shown the effectiveness and significant improvement of Mental Health in a person who engaged in Online Counselling.

Question
How can I be sure that your counselling/therapy services are compatible with what I need?

Answer
Our Counsellors/Therapists have trained in different areas of society working with a variety of people and have had training in areas of specific issues such as depression, trauma, relationship difficulties, and many more. You can be assured that at MindBerry we will always do our best to consider and tailor your needs to a specific type of counselling/therapy.


Question
Do you sell MindBerry gift cards?

Answer
Yes! If you would like to purchase a gift card for a loved one or find out more information about it, please go back to the homepage and scroll down to the gift card section.

Question
Can I have a free trial session?

Answer
Unfortunately, we do not offer a free trial session at this point. However, we offer a generous discount if you buy 5 sessions or more in advance.


Question
Which modality is the most effective?

Answer
There is no straight answer as this depends on the individual itself and whatever they bring to the session. Popular methods in counselling/therapy are psychodynamic & cognitive behavioural therapy interventions. For more information please visit our section Approaches to Therapy.

Question
How does the geolocation work?

Answer
The geolocation displays your current time zone. When you enter a different time zone, it will be automatically adjusted as soon as you log in to your account. If you want to book a session with a Counsellor/Therapist who is outside your time zone, their available slots are shown in your current time zone.


Question
How can I change my geolocation?

Answer
There is no need to change it as your geolocation will adjust to the new time zone automatically.

Question
When I enter a different time zone, will my booked appointment times be affected?

Answer
No they won’t be affected and will always be shown in the time zone in which you were when you booked the sessions.


Question
What Internet connection and device do I need?

Answer
A fast or fibre optic broadband internet connection is not necessary and any device/computer that is capable of running a modern web browser, such as Goggle Chrome, Safari, Firefox or Internet Explorer is sufficient. You do need a functioning microphone and webcam for audio & video sessions with MindBerry. Most modern computers have these features as standard and we recommend that you check with your manufacturer if they are included. If you are using a smartphone, MindBerry works on the latest iOS, Android.


2. Booking a session


Question
How do I book a session with a Counsellor/Therapist?

Answer
Once you have registered with MindBerry as a client and are logged into your account, you simply click the button “book a session” on the Counsellors/Therapists profile, pick a date & time that suits you and confirm your booking.

Question
How can I find a Counsellor/Therapist?

Answer
When you choose a MindBerry Counsellor/Therapist, we carefully try to find the best match by using an algorithm that is designated to find you the most suitable professional with the appropriate expertise. We are aware of the significance of the Client-Counsellor relationship and are proud to offer our bespoke matching process service. If you decide to select this service, you will be asked a few questions in regard to your background and what brought you to MindBerry. Based on that information, the matching system will do its best to suggest a suitable Counsellor/Therapist. If, however you don’t feel completely happy with your chosen specialist, you can simply browse through our database of Counsellors/Therapists manually. All of our professionals have different experiences in their respective area of expertise and come from different backgrounds but they all share a passion of helping you and making your life better.


Question
When can I start my first session?

Answer
Our MindBerry promise is that you can have your first session within 24 hours. You can choose the earliest time slot that is shown available on the Counsellors/Therapists profile. Sometimes you can contact a Counsellor/Therapist directly and ask them for a time slot that is currently not shown on their profile and they may be able book one in for you, at their discretion.

Question
How long is a session?

Answer
The average session is usually 50 minutes but it also depends on the session format. At MindBerry, single sessions start from 15 Minutes and increase to a maximum of 90 Minutes. You can discuss the session length with your Counsellor/Therapist in more detail and on an individual basis, specific to your needs.


Question
How is my booking confirmed?

Answer
Once your booking is confirmed, you will be send an email confirmation showing the details of your booking.

Question
How do I change my booking?

Answer
TBC


Question
How do I cancel my booking?

Answer
TBC

Question
How can I choose a different Counsellor/Therapist?

Answer
TBC


Question
How often do I need to see/talk to my Counsellor/Therapist?

Answer
It depends on the type of therapy as well as your personal commitment and needs. Most people choose to have a session once a week but you can discuss this in more detail with your Counsellor/Therapist.

Question
What happens if I am unhappy with the therapy session I just had or don’t get on with my Therapist?

Answer
You can contact MindBerry and we will get back to you as soon as possible.


Question
What is the minimum amount of sessions I have to attend?

Answer
There is no required minimum amount of sessions you have to attend as it depends on your individual situation and the type of therapy you are undertaking. Sometimes a single session is sufficient but the majority of interventions will require more. It is up to you when you want to end your therapy intervention and you can discuss this in more detail with your Counsellor/Therapist.

Question
What happens if I’m running late to my session?

Answer
If you think that you will be running late to your session, it is advisable to let your Counsellor/Therapist know as much in advance as possible’. Be aware that your Counsellor/Therapists may not be available for the full session time you have booked if they unaware of you running late.


Question
What if I miss or will be unable to attend a session?

Answer
TBC

Question
Once I have completed my first session, will I see the same Counsellor/Therapist again?

Answer
If you are happy with your Counsellor/Therapist, then you will have the option of working with them throughout your time using MindBerry. However, should you wish at some point to change your Counsellor/Therapist, it is advisable to discuss this with them first before requesting a change and explore why you wish to change - they won’t be offended!


Question
What happens if I’m in a crisis and my regular Counsellor/Therapist is not available?

Answer
In that case, you can either visit our emergency resources for more information about what to do in a crisis or book a one off session with an alternative Counsellor/Therapist on the MindBerry platform.

3. During your session


Question
What shall I tell my Counsellor/Therapist?

Answer
It is entirely your decision what you want to share with your therapist. However, in order to benefit effectively from the session, it is encouraged to be honest and as open at a pace you are comfortable with. You are dealing with trained professionals, so they are used to hearing all sorts of highly personal things. Furthermore, everything you say will be treated in utmost confidence.

Question
Is it possible to bring someone with me to the session?

Answer
Counselling/Therapy is usually a one to one process focusing on the individual. Having someone that we know with us in the session may prevent you from speaking openly or you might feel too embarrassed. If you would like to hear more about how group therapy works, please talk to your Counsellor/Therapist.


Question
Can I have a session outside my home?

Answer
Yes, you can have a session on the go or during your break at work using your smartphone/tablet. Just remember to be in a quiet environment where you can talk without being disturbed and your Counsellor/Therapist can hear you clearly.

Question
What should I prepare for the session?

Answer
You don’t have to prepare anything for your session but if you want, you can read your Counsellors/Therapists profile or take a look at our modality page.


Question
What happens if there is a technical problem during the session?

Answer
It is unlikely but in the event of a breakdown in communication, you can try to reconnect with your Counsellor/Therapist. If this still does not work, it is advisable to reschedule the session. Before starting your session, please make sure that you have a strong internet connection, battery level of your device is sufficiently charged or charging.

4. Account and Cancellations


Question
How do I create an account?

Answer
You simply go to the homepage and click Join Us or Sign Up where you will be directed to a new page. During the registration process, you have to provide some information in regard to what has brought you to MindBerry today. We will send you an email confirmation if you have successfully registered. Afterwards you have access to your account & can connect with a Counsellor/Therapist.

Question
How can I change information on my MindBerry account?

Answer
TBC


Question
How can I change the email address or password that is associated with my account?

Answer
TBC

Question
I can’t remember my password. What can I do?

Answer
TBC


Question
I am unable to sign into my account.

Answer
Have you checked your spelling, including character sensitivity? If it still does not work, please contact MindBerry and we will to get back to you as soon as possible.

Question
How do I delete my account?

Answer
TBC


Question
I am not receiving confirmations about my bookings or cancellations

Answer
If you have not received an email confirmation, please contact MindBerry and we will get back to you as soon as possible.

Question
I think my account has been hacked.

Answer
please contact MindBerry immediately.


Question
I changed my mind after I deactivated my account. Can I come back and see the same Counsellor/Therapists again?

Answer
You can come back to MindBerry but it is up to the Counsellors/Therapists discretion if they accept to continue with you. Please bear in mind that the same time slot may not be available anymore but you are welcome to contact your previous Counsellor/Therapist. You can always log in to MindBerry to view your history of past therapy sessions.

Question
How do I report my Counsellor/Therapists?

Answer
If you have a genuine concern about the professionalism of your Counsellor/Therapist or any other related issue, please contact MindBerry and we will get back to you as soon as possible.

5. Privacy


Question
What is the cancellation policy at MindBerry?

Answer
Because there is no contract to a minimum commitment and no monthly subscription fee for clients, you can easily leave MindBerry at any time without getting charged. Subject to having no outstanding balance due.

Question
I have to cancel or change the time/date of the session. What is MindBerry’s policy?

Answer
If you have to amend an appointment, you can do that at any time. Just bear in mind the following guidelines. If you cancel or ask for the original time/date to be changed, there will be `no charge if you request it 48 hours prior to your appointment. If you request a change to your appointment between 24 & 48 hours, there will be a 50% cancellation fee and if you want to amend your appointment less than 24 hours prior to it, you will be charged 100% of the full session price. If you have any questions about this, please contact MindBerry under … and a representative will be in contact shortly.


Question
How confidential and secure is online therapy?

Answer
The aim of Online Therapy is to deliver supportive, non-judgmental and person-centred interventions for those who need it. Data security plays an integral part and at MindBerry your data is military encrypted using advanced technology to prevent any outsiders from accessing your data.

Question
How does MindBerry keep my details anonymous?

Answer
We and your Counsellor/Therapist appreciate and respect anything that you will share with us. You can choose to be anonymous during a session hence your client will only know your unique username, email and topic that you would like to discuss. We encrypt your every interaction with MindBerry and ensure that what you share with your therapist/counsellor remains private and confidential.


Question
What happens to my messages after an instant messaging (IM) session?

Answer
Our privacy guarantee gives you a piece of mind by encrypting any stored messages between you and your Counsellor/Therapist. You can access any written material between you and your Counsellor/Therapist by logging into your account.

Question
Are my sessions recorded?

Answer
At MindBerry we are committed to providing you with the best service possible. For this reason, we do collect data and record therapy interactions in order to maintain the high quality standards you expect. These records are kept extremely secure and encrypted and never shared with a third party. After a period of time, provided they are not being used, all records are deleted in line with data protection laws. If you want to discuss an issue relating to this with us, please contact us here.


Question
Is my Counsellor/Therapist going to talk to other people about me?

Answer
All Counsellors/Therapists on MindBerry abide by the professional ethical and confidentiality code. Each session is completely confidential between you and your Counsellor/Therapist, however there may be some circumstances where a specialist may need to share some information with another professional, such as GP or Social Services, for example if there is a risk factor to harming yourself or others. Information will usually only be shared with your permission. As part of a Counsellor’s or Therapist’s continuous professional development (CPD), they may share some information during their supervision with their supervisor and other colleagues, however no information is shared that could identify you. If you have any other questions about sharing information outside sessions, please talk to your Counsellor/Therapist.

Question
Will my Counsellor/Therapist have access to my assessment details?

Answer
Yes, they will be able to see the answers that you have provided as it helps them prepare for your first session together.

6. Payment


Question
How much does MindBerry charge me?

Answer
There is no monthly subscription or fee to MindBerry as you simply pay the Counsellor/Therapist on a pay-as-you-go basis. Prices vary significantly and depend on the type of interaction (video, audio, instant messaging), length and experience of the Counsellor/Therapist. Please talk to your company or employer to check if you qualify for free session through your employers’ Employee Assistance Program (EAP).

Question
What forms of payment do you accept?

Answer
We accept all major debit/credit cards (VISA Electron, VISA Debit, VISA, MasterCard and American Express). We unfortunately do not accept bank transfers or checks.


Question
How am I billed?

Answer
You will not be charged for registering with MindBerry but will be charged once you have booked a Counselling/Therapy session. You can see your payment history once you are logged in.

Question
Do you work with PayPal?

Answer
Unfortunately, we do not work with PayPal at the moment.


Question
How can I update my payment information?

Answer
TBC

Question
Is my payment secure?

Answer
Our payment system is constantly updated inline with the leading industry standards. Your payments via debit or credit card are received through a secure payment protection scheme.


Question
What happens if my payment is declined?

Answer
Sometimes it can just be a connection or spelling error. Double check your card details and see if it matches with the information you have provided. If it fails a second time, it is advisable to contact your card provider or use a different card to complete the payment.

Question
Can I pay sessions in advance?

Answer
Absolutely! You can buy bulk sessions in advance and we offer a discount of 10% if you buy over 5 sessions in advance.


Question
My Counsellor/Therapist has cancelled the session. How will I get my refund?

Answer
If your Counsellor/Therapist cancels the session, you will be given an opportunity to reschedule. If you choose not to reschedule, your money will be automatically transferred back onto your card.

Question
My session was interrupted and it was not my fault, can I expect a refund?

Answer
There would be no refunds for short interruptions or poor video/audio quality unless you are unable to re-connect with your Counsellor/Therapist after your session has started. In this case, you would have the chance to reschedule an appointment or ask for a refund.


Question
On which occasions I will get a refund?

Answer
A refund to clients is granted when their Counsellor/Therapist cancels or amends the session, if there is severe disruption or connection error during the session and if the client is not happy with the professional service of their Counsellor/Therapist. Refunds are investigated on an individual basis and remain at the discretion of MindBerry at all times.

7. MindBerry App


Question
How come my messages are not being send/received when using the MindBerry App?

Answer
TBC

Question
Does MindBerry work on my smartphone or tablet?

Answer
We are building the MindBerry App which will be available from the iOS & Android store as of September 2018. However, the MindBerry website is already mobile responsive which means it works just as well on your smartphone or tablet as it would on a desktop, laptop or tablet screen.


Question
Can I have a session using the MindBerry App?

Answer
TBC

8. Contacting MindBerry


Question
I want to make a complaint.

Answer
If you want to make a complaint about something, please go to the homepage and scroll down to the bottom where you can find “Contact us”. There you will be able to share with us you concern and we will get back to you as soon as possible.

Question
How can I unsubscribe from newsletter?

Answer
If you wish to unsubscribe from our newsletter, please open your latest newsletter and go all the way to the bottom where you can click to opt-out of receiving any future newsletters.

9. Assessment Process


Question
Why do need to fill in an assessment?

Answer
In order to ensure our safeguarding and quality, we ask every client to provide some details to establish their current circumstances. Online therapy is not a panacea and is not applicable to every situation. MindBerry has a comprehensive emergency list that is available by clicking here.

Question
Can I see my assessment in my profile?

Answer
No, at the moment it is not possible for you to see your assessment after you submitted it.