User Guidelines

Our Commitment to You

MySafeTherapy is committed to providing a safe, respectful, and supportive digital environment for your mental health and wellbeing. These User Guidelines exist to protect users, therapists, and the integrity of the platform.

By using MySafeTherapy, you agree to follow these guidelines alongside our Terms & Conditions, Privacy Policy, Safeguarding Policy, AI Policy, and Complaints Handling Policy.

Respectful Communication

When using the platform or communicating with therapists and staff, we ask that you:

• Be respectful: Treat therapists, staff, and support teams with courtesy at all times
• Be honest: Share information truthfully to support safe and effective care
• Be open: Engage genuinely in the therapeutic process
• Be patient: Building trust and progress takes time

Harassment, abuse, or intimidation of any kind is not tolerated.

Session Etiquette

Before Your Session

• Choose a private, quiet space where you will not be interrupted
• Test your internet connection, camera, and microphone
• Join your session on time (sessions have fixed durations)
• Prepare any topics or notes you wish to discuss

During Your Session

• Remain in a safe and private environment
• Do not attend sessions while driving or operating machinery
• Do not record sessions unless explicit consent is given by all parties
• Minimise distractions (e.g. notifications, background noise)

After Your Session

• Take time to reflect on what was discussed
• Complete any agreed exercises or reflections
• Use in-platform messaging appropriately between sessions, where enabled

Professional Boundaries

To maintain ethical and professional therapeutic relationships:

• All communication must take place within the MySafeTherapy platform
• Do not attempt to contact therapists via personal email, phone, or social media
• Therapists may not respond immediately outside scheduled availability
• Personal relationships, gifts, or financial exchanges outside therapy are not appropriate

These boundaries align with professional standards such as those set by BACP and equivalent bodies.

Unacceptable Behaviour

The following behaviours are strictly prohibited:

• Harassment, abuse, threats, or intimidation
• Sexual harassment or inappropriate sexual content
• Discrimination based on protected characteristics
• Providing false or misleading information
• Attempting to manipulate or coerce therapists or staff
• Using the platform while under the influence of substances (unless clinically agreed)
• Sharing account access or impersonating others
• Misusing AI tools in a way that may cause harm

Crisis & High-Risk Situations

If information shared during therapy indicates a serious risk of harm, therapists are ethically and legally required to take appropriate safeguarding action, which may include encouraging external support or escalation in line with professional obligations.

Cancellations and No-Shows

• Please cancel or reschedule at least 24 hours before your session
• Late cancellations or no-shows may count as a used session
• If you are running late, join as soon as possible; sessions cannot be extended
• Repeated missed sessions may result in a review of your access to the platform

Using Self-Help & AI Tools

MySafeTherapy offers digital wellbeing tools designed to support, not replace, professional care:

• Mood Tracking: Log honestly to receive meaningful insights
• Journaling: A private space for reflection
• Worksheets & Programmes: Complete at your own pace

AI Features:

• Provide reflective prompts and general wellbeing insights
• Do not provide diagnosis, treatment, or clinical advice
• Should not be relied upon as the sole source of mental health support

You may opt out of AI features at any time via your settings.

Feedback & Complaints

We welcome feedback and take concerns seriously.

• General feedback: feedback@mysafetherapy.com
• Complaints or concerns about services or therapists: support@mysafetherapy.com

All complaints are handled confidentially and in line with our Complaints Handling Policy. We aim to acknowledge complaints within 5 working days and respond within 28 days.

Enforcement & Consequences

To protect users and uphold safety standards, MySafeTherapy reserves the right to take action where these guidelines are breached. This may include:

• Issuing a warning
• Temporarily suspending access
• Terminating an account
• Restricting platform features
• Reporting concerns to relevant authorities where legally required

Your Wellbeing Matters

These guidelines exist to protect your wellbeing and ensure MySafeTherapy remains a safe, ethical, and respectful space. If anything feels unclear or concerning, please reach out — we're here to help.

📩 Contact: support@mysafetherapy.com