(rules of engagement, setting, and work organization)
Services are provided by the Contractor personally, unless otherwise expressly agreed between the Contractor and the Client.
1.1. The Contractor undertakes to adhere to the principle of confidentiality and shall not disclose information about the Client, the fact of seeking services, or any information obtained during consultations.
1.2. Information obtained during the counseling process shall not be transferred to third parties without the express consent of the Client, except in cases provided for by applicable law.
2.1. Any topics that are important or significant to the Client may be discussed during the counseling process.
2.2. If a topic is raised during a consultation that the Client is not currently ready or willing to discuss, the Client has the right to stop such discussion by directly informing the Contractor.
2.3. The Client has the right to explain the reason for stopping the discussion or not to explain it—according to their own needs and internal state.
3.1. The Contractor does not provide services in cases where the Client is in an altered state of consciousness, particularly under the influence of alcohol, drugs, or other psychoactive substances, or in a state that makes conscious participation in the counseling process impossible.
3.2. If, during a scheduled meeting, the Contractor has reasonable grounds to believe that the Client is in such a state, the Contractor has the right to terminate or reschedule the consultation.
4.1. The Client is notified that deliberate concealment of significant information (particularly to avoid judgment or maintain a certain image) may complicate and prolong the counseling process.
4.2. At the same time, the Client independently determines the level of openness, pace, and volume of self-disclosure. The Contractor respects the Client's right to caution and gradualness.
5.1. The duration of a single consultation is 60 minutes or 50 minutes—in accordance with the prior agreement between the Client and the Contractor.
5.2. For specific work formats (particularly supervision and group formats), the duration of consultations may differ and is agreed upon separately.
6.1. The Client undertakes to join the consultation on time.
6.2. In the event of Client lateness, the duration of the delay is deducted from the total consultation time; the consultation duration is not extended.
6.3. In the event of Contractor lateness, the consultation duration is preserved: the consultation may be completed later, or the delay time may be added to future consultation(s)—by mutual agreement of the parties.
7.1. If it is necessary to reschedule or cancel a consultation, the Client undertakes to notify the Contractor at least 24 hours before the scheduled meeting time via the agreed communication channel.
7.2. If notification is received less than 24 hours before the start of the consultation, such consultation is considered missed and is subject to full payment.
7.3. A symmetrical rule applies to the Contractor: if the Contractor notifies the Client of a reschedule or cancellation less than 24 hours before it starts, the next consultation is provided to the Client free of charge, or another form of compensation is agreed upon by the parties.
8.1. The Client is informed that for smooth and stable dynamics of change, the recommended frequency of consultations is once a week.
8.2. Taking into account individual circumstances, the frequency of meetings may be changed by mutual agreement between the Client and the Contractor.
9.1. By default, services are provided in an online format using video communication tools.
9.2. By separate agreement between the Client and the Contractor, consultations may be conducted in an offline format at an agreed location and time.
10.1. The Client undertakes to ensure a stable internet connection and the technical means necessary for high-quality audio and video communication.
10.2. The Client shall conduct the consultation in a room that ensures privacy: third parties must not be able to see or hear the Client.
10.3. During the consultation, the Client must remain in the room and not move around during the meeting.
10.4. The camera must be set up so that the image is stable; the use of artificial or blurred backgrounds is not permitted unless otherwise agreed between the parties.
11.1. The Contractor has the right to change the cost of services no more than once per calendar year.
11.2. The Contractor shall notify the Client of a price change at least one month before the new cost takes effect, unless otherwise agreed by the parties.
11.3. Price changes apply only to future consultations and do not affect services already paid for.
12.1. The Contractor has the right to change the standard duration of consultations by notifying the Client at least three months before the changes are introduced, unless otherwise agreed by the parties.
12.2. In case of the Client's disagreement with the changed terms, the Client has the right to terminate the services without penalty, paying only for the services actually rendered.
13.1. In the event of the Client's decision to stop further counseling, the Client is recommended to use the next scheduled consultation to clarify the reasons for termination and to correctly conclude the contact.
13.2. The final decision regarding the termination or continuation of counseling remains with the Client.
14.1. The Client is informed and agrees that the services provided by the Contractor are psychological and consultative, are not medical services, and do not replace psychiatric, medical, or emergency assistance.
14.2. The Contractor does not diagnose mental illnesses, does not prescribe medication, and does not perform the functions of a medical professional.
15.1. The Client is informed that in the event of an acute crisis state, including: intense suicidal thoughts, intentions to harm self or others, or a sharp deterioration in mental state, online consultative sessions are not a sufficient or appropriate format of help.
15.2. In such cases, the Client is recommended to immediately contact: local emergency services, a psychiatrist or other medical specialist, or specialized crisis services in the Client's country of residence.
16.1. The Client acknowledges that responsibility for their own safety between consultations belongs to the Client.
16.2. If anxious or crisis states appear between sessions, the Client is recommended to inform the Contractor and agree on: the possibility of an earlier meeting, a change in the work format, or referral to other specialized professionals.
16.3. A Client's request to the Contractor between sessions does not guarantee an immediate response and does not replace emergency assistance.
17.1. The Contractor is not liable for the actions or inactions of the Client committed outside the consultations, particularly in the period between sessions.
17.2. Decisions made by the Client based on the consultations received are the personal responsibility of the Client.
17.3. In the event of self-harm, suicidal behavior, or other crisis actions by the Client, the Contractor bears no legal or other liability for such actions, unless otherwise expressly provided by applicable law.
18.1. If the Contractor believes that the current counseling format is insufficient or unsafe for the Client, the Contractor has the right to: suggest a change in the work format; recommend referral to another specialist; suspend or terminate the provision of services under this Offer.
18.2. Such actions are not considered a breach of the Contractor's obligations and are aimed at protecting the interests and safety of the Client.
19.1. The Contractor provides psychological and consultative services in various formats, depending on the Client's request, goals, and agreed terms.
19.2. The specific format, duration, frequency, and cost of services are agreed upon with the Client before the start of service provision.
19.3. The provision of services does not guarantee a specific result, as the counseling process depends on the Client's individual characteristics, their participation, and external circumstances.
20.1. Individual counseling involves the Contractor working with one Client to explore psychological difficulties, internal conflicts, life situations, emotional states, and processes of self-understanding.
21.1. Family or couples counseling involves the Contractor working with two or more persons who are in a close or family relationship.
21.2. Participants in family (couples) counseling acknowledge that the Contractor does not take the side of any participant and maintains a neutral position.
22.1. Group formats involve the participation of several Clients in a joint consultative process moderated by the Contractor.
22.2. The number of participants, format, duration, and rules of interaction in the group are determined separately and communicated to participants before work begins.
23.1. Supervisory counseling is intended for professionals in the field of psychology, psychotherapy, and related specialties.
23.2. Supervision can be provided in an individual or group format.
24.1. The Contractor may provide training and educational services, including specialist training and qualification improvement programs, seminars, lectures, workshops, and study groups.
26.1. The cost of psychological counseling services is agreed upon between the Client and the Contractor individually before the start of services, unless otherwise stated by the Contractor.
26.2. Payment for services is made in the form and by the method agreed upon between the parties (including via bank transfer).
26.3. Payment for services is made in advance, unless otherwise expressly agreed between the Client and the Contractor.
26.4. The act of paying for services constitutes full and unconditional acceptance of the terms of this Offer by the Client.
27.1. Funds paid for services rendered are non-refundable, except as expressly provided for in this Offer or agreed upon separately between the parties.
27.2. In cases where a consultation was not held due to the Contractor's fault, the parties shall agree on a reschedule or another equivalent of compensation.
28.1. The Contractor is not liable for: the Client's subjective assessment of the counseling results; decisions, actions, or inactions of the Client taken outside of the consultations.
28.2. In any event, the financial liability of the Contractor, if it can be established under applicable law, is limited exclusively to the refund of the cost of one (the last) consultation, provided that the Client proves a material breach of the terms of this Offer by the Contractor during the provision of the relevant consultation.
28.3. The refund of the cost of one (the last conducted) consultation is the sole and exhaustive method of settling Client claims related to the quality or content of the psychological counseling services provided.
29.1. The Client consents to the processing of personal data necessary for the provision of services, in accordance with applicable data protection laws.
30.1. This Offer is concluded and interpreted in accordance with the applicable law of the European Union and the laws of the Republic of Bulgaria.
30.2. The parties shall attempt to resolve all disputes and disagreements through negotiation.
30.3. If a dispute cannot be settled through negotiation, the dispute shall be subject to consideration in accordance with the laws of the Republic of Bulgaria.
32.1. Contractor: Limited Liability Company "PsyTerra" EOOD
UIC: 207989437
Registered Address: Republic of Bulgaria, Burgas, 10 Apostol Karamitev St., 5th floor, Office 14
33.1. If any provision of this Offer is found to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.
33.2. By accepting the terms of this Offer, the Client confirms that they: