Our Policies

TheOpenDoor collects basic personal information — name, contact details, and relevant background about the child or family — solely to provide our services. This information is stored securely and is never shared with third parties without your explicit consent, except where required. We are committed to handling all personal data responsibly and in line with applicable data protection standards.

We ask for a minimum of 24 hours' notice for cancellations or rescheduling of individual sessions. Sessions cancelled with less than 24 hours' notice will be charged a cancellation fee. No-shows without prior communication will also be charged. For school-based services and workshops, cancellation and refund terms are outlined in the service agreement signed at the time of engagement.

Everything shared within a session at TheOpenDoor is confidential. We do not disclose information about our clients to anyone — including family members — without informed consent. For clients under 18, parents or guardians are kept informed in an age-appropriate and clinically appropriate manner, agreed upon before sessions begin. Session notes and reports are stored securely and accessed only by the professional directly involved in your care. Confidentiality has limits, which are explained below.

As a practice working with children and young people, there are situations in which we are legally required to report certain disclosures to the appropriate authorities — regardless of confidentiality. This applies in situations where a child may be at immediate risk of harm or abuse. We will always aim to inform the client or their family before making a report, unless doing so would put the child at greater risk. These obligations are explained clearly before any engagement begins.