AMINDSET.HK

SOPs/FAQs for AMindset Clients

• AMindset uses SimplyBoook.me (SB) as its booking system. All new clients are required to sign up / register first before making any booking.

• AMindset has 2 counselling rooms in LKF Tower, Central. Please check directly with your therapist if you are not sure where they will run the session.

• Room 2317, 23/F LKF Tower, Wyndham Street, Central
• Room 2116, 21/F LKF Tower, Wyndham Street, Central

• The SimplyBoook (SB) booking system is set up for all location bookings.

• Payment must be made before the session.  Ideally, you should book your own sessions. An SB generated invoice will be sent to the client's email upon successful payment.

• Please be punctual. If you are late for your appointment, the counsellor must finish on time so the room is free for the next appointment. Note that your booking is for a 50-minute session.

• All Face-to-Face sessions usually start on the hour, and the room is booked for one hour, or possibly two.

• If you cannot attend a booked appointment, you must give more than 24 hrs notice, or the session fee remains payable. Sign in to your SimplyBook client account to reschedule. Rescheduling transfers the payment to your new appointment and is preferred since Cancelling does not automatically give a refund. Note that Rescheduling is not possible within 24 hours of a booking.

Note that the payment processor - Stripe - still charges their fees for cancelled bookings, and refunds will be less the fees unless AMindset caused the cancellation.

FAQs

• I forgot the password of my SB client account. How can I reset my password?

• The client may utilise the “Remind password” button in the SB client sign-in page. The client will be prompted to provide his/her registered email address where the reset link will be sent. The new password should consist of at least eight (8) characters.

• What happens under inclement weather conditions?

Tropical Cyclone Warning 8 or above: Black Rainstorm Warning or Extreme Conditions - all appointments will be moved online or rescheduled. Your therapist will contact you directly to arrange the online session.

• Refund Policy

• Rescheduling as a Preferred Option

• Clients are encouraged to reschedule sessions whenever possible. Payments made for a rescheduled session automatically transfer to the new session.

• Eligibility for Refunds

• Refunds are not issued automatically. They may be considered upon request if the cancellation is made more than 24 hours before the scheduled session. In cases of genuine emergencies occurring within 24 hours of the appointment, flexibility will be applied at the discretion of the organisation. Refunds will have the Stripe fees deducted from the repayment amount.

• Cancellations

• While occasional cancellations are understandable, repeated cancellations - whether by clients or therapists - will be poorly viewed by management and may lead to sanctions.

• AMindset Cancellations

• If a cancellation is caused by AMindset, there will be a full refund, with AMindset bearing the fees.

• How do I pay if the counsellor makes my booking?

• When you receive your order confirmation email, click the payment link to enter the system, where you can pay via Stripe. The payment link will only be valid for the next two (2) hours upon receiving it to your email. Alternatively, you can pay directly into the AM bank account - details are on the booking page of the website.

• Can I pay with Cash?

• This is discouraged as it inconveniences the therapist, and there are many other ways of paying, including direct payment to the bank account for those with no credit card. If the therapist agrees to accept cash, you will be issued a handwritten receipt.
• Please note that our bank account has recently changed to accommodate our newly incorporated business:

 ‘AMINDSET LIMITED’

Bank Details:  Bank of China (HK)        Bank Code:        012

Account Number:                                875-21336630

• How far can I book ahead?

• The booking ahead is limited to prevent an individual from setting up for a year ahead when, realistically, most of the bookings would have to be cancelled. It is set at 2 months max. The latest booking time is set to at least 12 hours before the appointment.

• Can I book a custom time because of work commitments?

• Face-to-face bookings must start on the hour. The room is available for one or two-hour duration. This avoids waste and leaves more availability for everyone.

For Online sessions where the counsellor will not use the room (perhaps working from home), there are no restrictions on session start times or duration - discuss with your counsellor. If the Counsellor is using the AMindset rooms for the Online session, then the session timing is as for Face-to-Face bookings.

• Are refunds given for client cancellations?

• Unless there is an emergency, AM clients must give 24-hour notice or pay for the appointment.

• Should I contact the AMindset office to cancel appointments?

• No. Because of confidentiality, the AMindset office phone will not be used for any client/        counsellor-related issues. Counsellors will arrange a direct contact method with you.

• What are the 'confidentiality' rules when working with minors?

• At AM, all counsellors must abide by the following rules when working with Minors (<18yrs)

1. Do not share what happens in the therapy session with anyone outside of the session including the legal guardians. This allows for a strong therapeutic alliance to develop.
2. Once the therapy starts, all communication between the guardian and counsellor must be kept to a minimum and be limited to bookings and logistics.
3. A guardian can ask the minor to bring up certain topics at the therapy session, but it is up to the minor to mention them. The counsellor will not ask the minor if the guardian has anything they want to be brought to the session.

• Who completes the paperwork when working with minors?

• The legal guardian must complete the intake paperwork

• Are there exceptions to the 'confidentiality' rules when working with minors?

• Yes, It is understood that some parents may want to discuss items with the minor's counsellor. This will be done individually, and the parent is asked to contact Liz McCaughey, the lead therapist,  liz@amindset.hk. to find out about these exceptional circumstances.

THE AMINDSET TEAM

OFFICE@AMINDSET.HK