You
Bring what’s real
You agree to bring the concerns you actually want to work on and to be honest about what’s changing or not changing between sessions.
Counselling consent
Informed consent, in plain English.
Before your first LoveSync session, we walk you through this consent framework. It describes what you’re agreeing to, what your counsellor is agreeing to, and where the limits of confidentiality actually sit. If any part of it feels unclear, ask your counsellor at the start of your first session — that’s what the pre-session moment is for.
About this document
This is your client consent — not legal boilerplate.
Every LoveSync counselling client sees a version of this framework before their first session and can review it any time from Settings. If your counsellor operates under a specific regulatory body (BACP, APA, HCPC, etc.), their board’s consent requirements always apply on top of these — never underneath.
This document exists so you know what to expect. It is not a substitute for the pre-session conversation your counsellor will have with you at the top of your first session.
The four commitments
What you’re agreeing to. What we’re agreeing to.
Counsellor
Practise inside their scope
Your counsellor agrees to work within their training, licensing, and jurisdiction — and to refer you elsewhere if your needs sit outside those.
Together
Consent is ongoing
You can change what you consent to at any time — during a session, between sessions, or by ending the therapeutic relationship.
LoveSync
Hold the room
We agree to provide a secure, private session room, verified counsellors, and safeguarding pathways when a session raises a real safety concern.
Confidentiality
What stays between you and your counsellor.
Session content is confidential
Your counsellor keeps the content of your sessions confidential to the therapeutic relationship. LoveSync platform staff do not access session content or session notes.
Session notes have their own rules
Your counsellor writes notes for their own professional record. You see only what your counsellor explicitly shares with you as “shared with client”. Everything else is their private clinical record.
Recording is opt-in
Sessions are recorded only with your explicit consent, given at the start of each session. You can revoke consent mid-session and the recording stops.
Data-protection rights apply
You can request access to, correction of, or erasure of your session data, subject to your counsellor’s regulatory retention obligations. See our privacy policy for the full detail.
The limits
When confidentiality has to bend.
Confidentiality has honest limits. Your counsellor will explain them at the start of your first session in their own words; below is the plain summary.
Imminent risk of serious harm. If you or someone else is at credible, imminent risk of serious harm, your counsellor may need to disclose the minimum necessary information to prevent that harm — typically to local emergency services or a trusted contact you’ve nominated.
Child, elder, or vulnerable-adult safeguarding. If a session raises concerns about the safety of a child, an elder, or a vulnerable adult, your counsellor may have a legal or regulatory duty to report.
Court orders and legal process. A properly issued court order can compel disclosure of records. We push back where we can and comply where we must — you’re told either way, unless the order forbids it.
Supervision and case consultation. Your counsellor may discuss anonymised aspects of your work with a clinical supervisor as part of their professional practice. Your identity is never shared.
About the session room
How the technology part works.
LoveSync counselling happens inside our own in-house session room — chat, voice, or video. It runs on encrypted infrastructure and is designed for clinical work, not repurposed from a meeting tool.
You’ll enter a calm pre-session lobby before you go live. That’s where you consent to recording (if any), test your microphone and camera, and settle. Session controls are visible throughout — mute, camera, end session, raise a concern.
If your connection drops, the room holds your session state for up to ten minutes so you can rejoin without a full re-setup. If it drops beyond that window, your counsellor will reach out to reschedule or resume by another modality.
About the therapeutic relationship
What counselling can and can’t do.
What counselling can offer. A structured space with a trained professional, where you can name what’s hard, understand it more clearly, and try new ways of being — often with real change over time.
What counselling isn’t. A crisis service. Legal advice. Medical diagnosis. A guarantee of a specific outcome. A friendship (though it often feels warm). Advice you’re obligated to follow.
Between sessions. Your counsellor may suggest reflections, reading, or practices. These are invitations, not homework — how much you do between sessions is your choice, and you can bring “I didn’t do it” to the next session without shame.
Ending the relationship
You can leave any time.
You can end the therapeutic relationship at any time, for any reason, without explanation. We suggest a closing session where possible — endings are their own therapeutic moment — but this is a preference, not a requirement.
Your counsellor may also, in rare cases, end the relationship if they believe your needs are better served elsewhere (scope, safety, or fit). Where that happens, they explain why in writing and refer you to at least two alternative pathways.
Ending the counselling relationship does not close your LoveSync account. All other rooms of the platform remain yours.
Talk to us
Questions or concerns about your session.
About your counsellor
For questions about your booking, your notes, or the fit with a specific counsellor. Confidential to the LoveSync counselling team.
[email protected]
Safeguarding concerns
For concerns about safety in a session — yours, your counsellor’s, or a third party. Real humans, priority routing.
[email protected]
In closing
A quiet reminder.
Consent is not a form you sign and forget. It’s a shared understanding you and your counsellor return to whenever the work needs it — a new modality, a new topic, a new season of life. If anything on this page ever feels different from your experience in the room, please tell us.
This page is versioned. When we change it in a material way, current clients see a plain-language summary of what changed and are asked to review before continuing.