NOORK

Therapeutic Services

Client Agreement & Practice Policy

IMPORTANT — Please Read Before Booking

Noork offers online therapy for adults experiencing mild to moderate difficulties. This service is NOT appropriate for:

•  Active suicidal ideation or self-harm requiring immediate intervention

•  Severe or acute mental health crises (e.g. psychosis, severe dissociation)

•  Individuals currently under a Mental Health Act section or equivalent

•  Those who require urgent psychiatric or emergency care

If you are in crisis or immediate danger, please do NOT book a session. Instead, contact your local emergency services (e.g. 999 in the UK), your nearest A&E, or a crisis helpline such as Samaritans on 116 123 (UK, free, 24/7).

By booking a session with Noork, you confirm that you are not in crisis and that this service is appropriate for your current needs.

1. About Your Therapist

Therapist: Yousef Aljohani

Membership: Registered Member BACP (MBACP) — Registration No. 01023850

Practice Name: Noork

Service: Online Therapy — UK-Based Practice

BACP Ethical Framework: www.bacp.co.uk

All sessions are conducted in accordance with the British Association for Counselling and Psychotherapy (BACP) Ethical Framework for the Counselling Professions. Yousef Aljohani is a registered MBACP member and works to the highest standards of professional ethics and client care.

2. Payment Terms

Full payment is required at the time of booking. Your session is not confirmed until payment has been received.

By completing payment, you confirm that:

•       You have read and agreed to this Client Agreement & Practice Policy in full.

•       You understand and accept the cancellation and refund terms set out in this document.

•       You confirm that this service is appropriate for your current needs (see Section above).

Fees are stated clearly at the point of booking. All fees are non-negotiable unless otherwise agreed in writing before payment is made.

3. Cancellation Policy

Cancelling with 24 or More Hours' Notice

If you need to cancel, please contact Yousef directly with at least 24 hours' notice before your scheduled session.

•       You will receive a full refund, or the fee can be held as credit toward a future session — your choice.

•       Cancellations must be communicated directly via email. Cancelling only through a booking platform is not sufficient.

Cancelling with Less Than 24 Hours' Notice

•       The session fee will not be refunded.

•       You may request to reschedule. A rescheduling fee may apply, and rescheduling is subject to availability.

•       This applies regardless of the reason for late cancellation.

No-Shows (Non-Attendance Without Notice)

A no-show is when a client does not attend their session and does not contact Yousef beforehand.

•       First no-show: The full session fee is forfeited. No refund will be issued.

•       Second no-show: No refund will be issued. Future bookings may be declined at Yousef's discretion.

If Your Therapist Needs to Cancel

•       If Yousef is unable to attend your session for any reason, you will be notified as soon as possible.

•       You will receive a full refund, or your session will be rescheduled at no additional cost — your choice.

4. Refund Policy

Refunds are issued in the following circumstances only:

•       You cancel with 24 or more hours' notice — full refund or credit.

•       Yousef cancels the session — full refund or reschedule.

Refunds are not issued in the following circumstances:

•       Cancellations made with less than 24 hours' notice.

•       No-shows (first or second occurrence).

•       Sessions that have already taken place.

Where a refund is applicable, it will be processed within 5–7 working days via the original payment method.

5. Confidentiality

Everything shared within sessions is held in strict confidence. Confidentiality is fundamental to the therapeutic relationship and is taken seriously.

What Is Kept Confidential

•       Your identity, personal information, and session content will not be shared with any third party without your explicit written consent.

•       Therapy notes, where kept, are stored securely and in compliance with UK GDPR and data protection law.

Limits of Confidentiality

There are specific circumstances where Yousef is legally or ethically required to break confidentiality. These are:

•       If there is a serious and immediate risk of harm to you or another person.

•       If a court order requires disclosure.

•       If there is a safeguarding concern involving a child or vulnerable adult.

Where possible and safe to do so, Yousef will discuss this with you before taking any action. All decisions are guided by the BACP Ethical Framework and applicable law.

Clinical Supervision

As a registered MBACP therapist, Yousef attends regular clinical supervision — a professional requirement that protects clients and supports ethical practice. Your work may be discussed in supervision, but always without identifying details and under strict confidentiality.

6. Scope of Service & Suitability

Noork offers online therapy for adults dealing with mild to moderate difficulties, including but not limited to:

•       Life transitions, stress, and personal challenges

•       Low self-esteem, burnout, and emotional fatigue

•       Relationship difficulties and communication

•       Grief, loss, and life crises

This service is not designed for, and is not able to safely support, clients who present with:

•       Active suicidal ideation or current self-harm requiring clinical intervention

•       Severe or acute mental health conditions (e.g. active psychosis, severe dissociation)

•       Conditions that require ongoing psychiatric or crisis-level support

•       Individuals who are currently under the Mental Health Act or equivalent legal framework

If at any point during our work together it becomes clear that a higher level of support is needed, Yousef will discuss this openly and support you in finding the appropriate service. Your safety always comes first.

7. In a Crisis — Please Reach Out for Help

Noork is not a crisis or emergency service. If you or someone you know is in immediate danger or mental health crisis, please contact one of the following:

•       UK Emergency Services: 999

•       Samaritans (UK): 116 123 — free, 24 hours a day, 7 days a week

•       Crisis Text Line (UK): Text SHOUT to 85258

•       Your local Accident & Emergency (A&E) department

•       Your GP or NHS urgent mental health line (111, option 2)

•       International users: contact your local emergency services or national crisis helpline

8. Professional Ethics

Yousef Aljohani practises in accordance with the BACP Ethical Framework for the Counselling Professions. This means you can expect:

•       Respect for your dignity, autonomy, and individual values

•       Non-judgemental, honest, and compassionate engagement

•       Practice within clearly defined professional competence

•       Transparency about the nature, purpose, and limits of the work

•       Ongoing professional development and supervision

The full BACP Ethical Framework is publicly available at www.bacp.co.uk.

9. Your Agreement

By proceeding with a booking and making payment, you confirm that you:

•       Have read and understood this Client Agreement & Practice Policy in full.

•       Agree to the payment, cancellation, and refund terms.

•       Understand the confidentiality policy and its limits.

•       Confirm that this service is appropriate for your current needs and that you are not in crisis.

•       Consent to clinical supervision being used as part of Yousef's professional practice.

•       Understand that Noork is not a crisis or emergency service.

If you have any questions about this policy before booking, please contact Yousef directly. You are encouraged to ask anything that is unclear before proceeding.

Noork Therapeutic Services  |  Yousef Aljohani MBACP #01023850

This policy applies to all bookings made with Noork. Version 1.0.