FAQ: Using PlusGuidance

A. How do I get started?
B. How do I book a session?
C. How much does it cost?
D. Can I see a therapist in-person rather than online?
E. How long does a session last?
F. What happens if I miss or can’t attend a session?
G. I'm not comfortable being alone in the session. Can I have a family member sit in with me?
H. What if I am unhappy with the therapy session I have received or I don’t like my therapist?
I. I've messaged a therapist but not heard back. When will I get a reply?

A. How do I get started?

You simply need to create a free account, and then start messaging therapists. Click here to see how it works.

B. How do I book a session?

Our booking system is simple, intuitive and easy to use. You simply buy a session from a therapist, click on an available time slot in that therapist's diary, and confirm the booking.

C. How much does it cost?

The therapist is responsible for setting their own prices. One of our most common session prices is £40, but we've seen the price as low as £9 for a session and over £100 for the most expensive ones. Prices vary depending on session type (video call, voice call, instant messaging, email or in-person), session length, area of expertise and how experienced the therapist is.

D. Can I see a therapist in-person rather than online?

Yes. Searching by location will display therapists that are local to you, and by using the 'session type' filter you can view therapists who offer in-person sessions.

E. How long does a session last?

One session will usually last around 50 minutes This may vary depending on the format in which you choose to have the session, or the type of therapy that you are receiving. You can discuss the length of the session with your therapist to adapt it to your needs.

F. What happens if I miss or can’t attend a session?

If you have purchased a session credit from your therapist and booked it into the therapist's diary, you may cancel the session and be given back the session credit any time outside of 48 hours before the upcoming session. You can then rebook that session at another available time slot in the therapist's calendar or message your therapist to discuss it. If you do not turn up to a booked session, or cancel within 48 hours of the session start time, it is up to the therapist's discretion whether you can be given back the credit to rebook it or whether the credit has been spent.

G. I'm not comfortable being alone in the session. Can I have a family member sit in with me?

Yes, as long as you agree this with your therapist first.

H. What if I am unhappy with the therapy session I have received or I don’t like my therapist?

If you believe that the session you had was not professional therapy, then please lodge a complaint to us so we can investigate the matter. On occasion, and depending on the issues discussed in the session, there can be times in therapy where it feels painful and like things have to get worse before they can get better. This is tough and all we want to do is support you through this. Our best advice here is to trust that the therapist knows what they are doing (they are the experts) and push through a few more sessions, but don't be afraid to tell your therapist that you don't like the way something makes you feel. Direct and honest communication is always helpful.

The key to a successful therapy session is being able to trust and feel comfortable with your therapist. This is why we allow you to message our therapists upfront for free, so you can find one that's right for you. If you don't feel your current therapist is a good fit, you can very easily start conversations with any other therapist on PlusGuidance. Don't give up! Finding the right therapist could be an unbelievably rewarding experience - it's worth taking the time to do it.

I. I've messaged a therapist but not heard back. When will I get a reply?


All our therapists respond in their own time, so please allow some time for them to get back to you. The therapists at the top of the search results tend to respond the fastest (especially the online ones), but we can never guarantee immediate or quick responses because their availability varies so much. Their average response times are shown on their profiles.

If you need to speak with someone urgently, the Samaritans (UK) are great to call at 116 123. For emergencies, you can also call the NHS helpline (UK) on 111, who would be able to direct you to an appropriate service. Look at our crisis page for more contacts.

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