This legal document applies to:
https://emotionfocuseddivorce.com
This website is owned and operated by:
Mark Colclough ApS
Smørmosetoften 8
5700 Svendborg
Denmark
CVR: 38285424
Email:
[email protected]
This Client Policy explains how I provide online resources and support concerning emotional and relational support through separation and divorce to an international, English-speaking audience 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.
Emotion-Focused Divorce focuses on emotional and relational support through separation and divorce. Personal psychotherapy is not automatically included in access to resources, courses or memberships. The provisions below concerning therapy, appointments, bundles and masterclasses apply only where the relevant service is expressly offered and separately agreed. They do not automatically become the terms of a digital subscription. The support concerns the emotional and relational aspects of divorce and does not include legal advice.
This Client Policy applies to all professional services that I provide, including, where applicable:
For the purposes of this client policy, client refers to the individual or couple receiving professional services from me. Unless the context indicates otherwise, the term client includes both.
Additional practical arrangements relating to specific services may be agreed separately where appropriate. All Emotion-Focused Divorce services are delivered online. Access to resources, courses, memberships or subscriptions does not itself establish a therapeutic relationship. The appointment, bundle and masterclass terms below apply to those respective services. Where digital courses, memberships or subscriptions are offered, their access, duration, renewal and cancellation terms are presented before purchase.
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.
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.
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.
Payment may be made by invoice and bank transfer or, where offered in the booking or payment flow, by credit or debit card through Stripe. The total amount payable will be shown before you confirm payment.
Any discount available for payment by same-day bank transfer from a Danish bank account is shown on the Pricing page. I apply it to the invoice. It does not apply to payment by card, by cash, or by international or IBAN transfer. Any charge made by a sending or receiving bank on an international or IBAN transfer is payable by you. Emotion-Focused Divorce does not add a card-payment fee for ordinary consumer cards where such a fee is prohibited by law.
If a payment-method fee is legally permitted for a particular card, it will not exceed the direct cost of using that payment instrument and will be disclosed before payment is confirmed. A payment is not complete until the relevant payment provider confirms it. Emotion-Focused Divorce does not receive or store your complete card number or card security code when Stripe-hosted payment fields or Checkout are used.
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.
Rescheduling requests remain subject to appointment availability.
These terms apply because every appointment is reserved exclusively for you and usually cannot be offered to another client at short notice.
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.
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.
Information discussed during therapy is treated as confidential. I will not disclose it unless you have consented, disclosure is required by law or court order, or I reasonably believe limited disclosure is necessary to address a serious and imminent risk of harm. Where legally and practically possible, I will discuss the situation with you before disclosure. Any disclosure will be limited to what is reasonably necessary.
I will not record or transcribe a session without the prior informed agreement of every participant, unless recording is legally required. Where recording is agreed, its purpose, access, storage and deletion arrangements will be confirmed in advance.
When I work with couples, my primary responsibility is to the therapeutic relationship as a whole rather than to any one individual.
Successful couples 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.
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.
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.
Confidentiality may be limited where you authorise disclosure, where disclosure is required by law or a binding court order, or where I reasonably believe disclosure is necessary to address a serious and imminent risk of harm. Professional consultation or supervision, where used, is conducted with data minimisation and confidentiality safeguards. These limits are applied narrowly rather than as a general permission to share information.
Special considerations apply where the safety or wellbeing of a child or young person under 18 may be at risk. An unclear concern or a specific suspicion that a minor may need support, may have experienced neglect, degrading treatment or abuse, or may be living in circumstances that endanger their health or development can lead me to make an underretning (notification) to the municipality where the child or young person lives. I do not need proof before raising a professional concern; responsibility for assessing and investigating it rests with the municipality. Where the law requires a notification, that duty takes precedence over confidentiality. Where it is legally and safely possible, I will discuss the concern and intended notification with the relevant client before acting, but the safety of the child or young person comes first.
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.
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.
Online individual and couples sessions may be provided through Zoom. Each participant is responsible for joining from a private place, using a reasonably secure connection and protecting the meeting link. Waiting-room, passcode and access controls may be used. I do not guarantee that any internet service will be uninterrupted.
Zoom cloud recording, live transcription and AI meeting features are disabled by default. They will not be used unless every participant has received specific information and given prior informed agreement, with the purpose, access, storage and deletion arrangements confirmed in advance.
Email and, where agreed, WhatsApp may be used for practical matters such as scheduling, confirmations and joining information. WhatsApp is optional; email or telephone remains available. These channels are not emergency services and should not be used for detailed or highly sensitive therapeutic content. Delivery, bounce, open and link-click information may be generated through SMTP2GO as explained in the Privacy Policy.
Messages are answered within reasonable working hours. If you or another person is in immediate danger or needs urgent psychiatric or medical help, contact the relevant emergency or crisis service instead.
Prepaid bundles are valid for 180 calendar days from the date the bundle purchase is confirmed and payment is received, unless the invoice or written confirmation states another start date. 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.
Bundle sessions may be booked within my published availability, normally between 08:00 and 21:00 Copenhagen time. Appointments outside Monday to Friday, 09:00 to 17:00 Copenhagen time carry the additional fee shown on the Pricing page. Rescheduling a bundle appointment three calendar days or fewer before its start carries the administration fee shown on the Pricing page, but the session remains available within the bundle provided it can still take place before expiry. A bundle appointment cancelled seven calendar days or fewer before its start is treated as used. Rescheduling does not reset cancellation obligations already attached to the original appointment.
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, I also deduct any bank, card or transfer charges already incurred on the original payment that cannot be recovered, and the administration fee shown on the Pricing page is then calculated on the remaining refundable balance. The refund is calculated on the amount you actually paid rather than on list prices, so any discount you received is reflected in it. A refund is issued as a credit note against the original invoice and returned by the same payment method you used to pay, within 30 days of the credit note being issued. A refund cannot be negative. 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. The refund is returned using the same payment method used to settle the original invoice. Any applicable international, intermediary bank or payment-provider 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.
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.
Any discount shown on the Pricing page or applied to an invoice is offered at my discretion. It is not an entitlement and does not create a right to the same discount on a future booking. I may withdraw or vary a discount at any time for bookings not yet confirmed.
Where the rescheduling administration fee applies, the amount shown on the Pricing page is the total client-facing amount. Where the underlying service is VAT-liable, applicable VAT is included within that fee rather than added on top.
Unless expressly stated otherwise, current prices and monetary fee amounts are published on the Pricing page. If you pay by card or bank transfer from an account in another currency, Stripe or the banks involved automatically calculate the exchange rate applied when the payment is processed. Refunds are issued using the original payment method, and Stripe or the banks involved determine the exchange rate applied when the refund is processed. The amount received in your own currency may therefore differ from the amount originally charged. I do not set or control these exchange rates and accept the calculation made by the relevant payment provider or bank. You remain responsible for any bank, intermediary, international-transfer or currency-conversion charges.
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.
All appointments are subject to availability. Changes to the agreed online delivery arrangements 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 seven calendar days 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.
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.
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 may be able to refer you to another psychotherapist, couples therapist, psychologist, psychiatrist or other relevant professional offering suitable online support or support in your country, depending on your needs and the options available.
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 during an online session 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.
Where offered on Emotion-Focused Divorce, an online masterclass is purchased as one complete programme rather than as separate therapy appointments. Unless the applicable masterclass page or checkout states otherwise, the package includes one complimentary 30-minute onboarding call, 3 two-hour masterclass sessions and one complimentary 30-minute Zoom follow-up approximately one month after completion. The purchase price shown at checkout applies to the complete programme.
Payment confirms the complete booking. A paid masterclass is personal, non-transferable, non-cancellable and non-refundable, except where a mandatory statutory consumer right applies. It cannot be exchanged for another service or divided between different clients without my express written agreement.
All 3 masterclass sessions must take place within 90 calendar days of purchase. You are responsible for booking sufficiently early. Booking before expiry does not extend the validity period where the appointment itself is scheduled after expiry. Any unused session expires without credit or refund unless I expressly agree an exception in writing.
The ordinary cancellation terms for a complete booking or prepaid bundle do not apply to a masterclass purchase. You may reschedule an individual appointment through the customer panel under the normal rescheduling policy, subject to availability and the 90-day validity period. A late cancellation, missed appointment or no-show counts as a used session. Rescheduling does not extend the expiry date.
At least one practical exercise, and sometimes more, will be assigned between sessions. The completed work must be returned before the next session. Failure to complete the work does not pause the programme, extend its validity or create a right to a refund.
Appointments outside Monday to Friday, 09:00 to 17:00 Copenhagen time carry the additional fee shown on the Pricing page. The complimentary onboarding and follow-up calls do not have a cash value and are not refundable or exchangeable.
Nothing in this policy excludes or restricts a mandatory right that cannot lawfully be excluded. Danish law applies, subject to any mandatory consumer protection that applies to you.
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].
