How Reset works safely, ethically and openly.

Privacy & data protection

• Reset Life Coaching & Counselling Services is the data controller for personal information held about clients and supervisees, and follows UK GDPR and the Data Protection Act 2018.
• We only collect what is needed to respond to enquiries, assess suitability, provide services and meet professional and legal duties. The website contact form never asks for clinical or health information.
• Assessment information is gathered through secure Microsoft Forms sent after booking. These ask for the personal details Rosa needs to safeguard and support clients and supervisees, including being able to respond quickly in an emergency, and are handled under UK GDPR.
• The only notes Rosa keeps are generally shared with you: follow-up session summaries, safety plans when needed, and the work agreed in session. No other client notes are stored — this gives you full transparency and access to your own notes.
• Records that are kept (for example contact details and signed agreements) are normally kept for 7 years after work ends (or until age 25 for anyone seen under 18), then securely destroyed.
• Reset is registered with the Information Commissioner's Office (registration reference ZA622319).
• You have the right to access, correct or ask for deletion of your information, and to complain to the Information Commissioner's Office (ico.org.uk). Requests are answered within one month.
• Couples records: because couples notes relate to both partners, a subject access request can only release information relating solely to the person asking. Full session notes are only released with the signed, written consent of both partners.

Use of AI (transparency)

• In line with the evolving BACP Ethical Framework, Rosa uses AI (currently Google Gemini) as an administrative and reflective aid — for example to help draft session follow-up summaries and administrative emails.
• No personally identifiable information is entered into AI platforms. Anything processed is heavily anonymised and de-identified.
• Rosa uses Gemini with the “Keep Activity” setting disabled: conversations are not used to train or improve AI models, data is protected with industry-standard encryption (TLS in transit, AES-256 at rest), and Google retains chats for a 72-hour safety window only before automatic deletion — nothing is saved to a permanent history.
• All clinical insight and every final decision is made by Rosa alone. AI is a tool for efficiency and reflection, never a replacement for the human therapeutic relationship.
• Rosa is mindful of the environmental impact of AI and chooses configurations that prioritise privacy and ethical data handling.

Confidentiality

• What you share is confidential. It is not shared with family, employers, GPs or anyone else without your consent.
• Rosa discusses her work in regular clinical supervision, as required by BACP and NCPS. No identifying details are shared.
• Confidentiality may need to be broken, ideally after discussing it with you, where there is a serious risk of harm to you or others, a safeguarding concern about a child or adult at risk, or a legal requirement (for example a court order, or information relating to terrorism or serious crime).
• Couples work — “No Secrets” policy: if Rosa has individual contact with either partner (in a session or between sessions), the content of that contact is brought into the next joint session. No secrets are kept between partners; the therapist's allegiance is to the relationship as a whole, and this is agreed by both partners at the start.
• Couples work — safety: couples counselling is generally inappropriate and unsafe where there is active domestic violence or abuse (physical, emotional, sexual or financial control). If abuse is disclosed or observed, Rosa may pause or end the couples work and offer individual, safety-focused support and referrals instead.

Safeguarding

• Rosa follows safeguarding procedures in line with Northern Ireland guidance and her professional bodies, and keeps her safeguarding training up to date.
• If there is a concern about risk to a child or adult at risk, Rosa will usually talk this through with you first and may consult her supervisor. Where required, concerns are referred to the Gateway Service, the Adult Protection Gateway Service or the PSNI.

Assessment & working agreement

• People choosing to begin work with Rosa follow her service-specific assessment or suitability steps. General enquiries and direct enquiries to independent practitioners do not require an assessment with Rosa.
• Before ongoing work begins you'll receive a written agreement covering fees, cancellations, confidentiality, contact between sessions and how endings are handled.
• If another service or independent practitioner may better meet your needs, options can be discussed. Any possible introduction requires your knowledge and agreement; each independent decides suitability and undertakes their own assessment and contracting. No introduction, assessment or booking guarantees acceptance, availability or ongoing counselling.

Fees, payment & cancellation

• Current fees are shown on each service page and the How to book page. Monthly plans are paid in advance; pay-as-you-go sessions are paid at booking.
• A 48-hour cancellation policy applies to all bookings — monthly plan sessions, pay-as-you-go sessions, couples sessions, coaching sessions and supervision.
• Please cancel or rearrange at least 48 hours before your session. You can do this yourself by logging into the Members Area on the booking website — your “My Bookings” page shows upcoming sessions with options to reschedule or cancel directly, so the time can be offered to someone else.
• If you have any issues cancelling or rescheduling online, please text or email Rosa at your earliest convenience (rosa.stevens@outlook.com). Emails are replied to during practice hours only (Tuesday to Friday, 8:00am–3:00pm).
• Sessions cancelled with less than 48 hours' notice, and missed sessions, are normally charged in full. Exceptional circumstances are considered with care.
• When a session booked with a monthly plan is cancelled in time, the session credit is normally added back to your plan allowance.
• A free text reminder service is provided to help minimise missed appointments.
• Couples sessions: if one partner cannot attend, the session needs to be cancelled unless an individual session with the other partner has been explicitly pre-arranged with Rosa.
• If you don't arrive for a session and no contact has been made, Rosa will wait for 15 minutes before logging the session as a did not attend.
• If a client who has signed an agreed safety plan loses contact, the action agreed in that plan will be taken.
• If Rosa needs to cancel, you will be offered an alternative time or a refund for that session.

Annual leave & availability

• Planned annual leave will normally be communicated at least two weeks in advance, with clear information about the dates affected. Unexpected absences will be communicated as soon as reasonably possible.
• Where possible, appointments are arranged with planned absences in mind. Limited appointments during leave are identified separately; your usual appointment does not automatically continue. Alternative appointments cannot always be offered.
• Reset is not a crisis or emergency service, including during leave. In immediate danger call 999; for urgent emotional support call Samaritans on 116 123.
• The £190 monthly counselling fee is calculated from the overall annual cost of weekly counselling, divided into 12 equal monthly payments. It stays the same in months with an additional weekly appointment. During planned annual leave, clients manage their own subscription pause and restart through the relevant booking arrangements or contact Rosa to discuss changes. Rosa does not automatically pause, adjust or restart subscriptions. Limited holiday appointments do not automatically change your usual weekly subscription or appointment arrangements.
• Dated notices at Practice Updates and Annual Leave identify exceptions to ordinary hours. Limited Christmas counselling dates do not imply supervision availability. Wix remains the source of truth for actual appointments.

Professional boundaries & contact

• Rosa's usual practice hours are Tuesday to Friday, 8:00am–3:00pm; the practice is closed on Mondays, Saturdays and Sundays except dated changes in practice notices. Booking is available on the booking website at any time, and messages sent outside these hours are read when Rosa is next at the practice.
• Contact between sessions (email or text) is for practical arrangements only, unless something else is agreed.
• Rosa does not connect with clients on personal social media, and Reset's social channels are not used for therapeutic contact.
• Rosa will not work with anyone she has a pre-existing personal or professional relationship with, and will discuss any conflict of interest openly.

Dual relationships & changing roles

• BACP's Ethical Framework asks practitioners to “establish and maintain appropriate professional and personal boundaries”, and states that “any dual or multiple relationships will be avoided where the risks of harm to the client outweigh any benefits to the client” (Good Practice, point 33).
• Rosa takes a clear line on this one: counselling and clinical supervision are not offered to the same person at the same time. If both would be useful, they happen one at a time, and Rosa will help you decide which to begin with.
• The Framework also asks that the impact of any dual or multiple relationship is “periodically reviewed in supervision and discussed with clients when appropriate” (Good Practice, point 33d) — which is exactly how this is handled.
• Before a former client becomes a supervisee, BACP's wording is that “enough time has elapsed” and that the dynamics of the earlier work have been sufficiently resolved. It deliberately sets no fixed number of months or years (Good Practice, point 37), so the timing is talked through with you personally and reflected on in Rosa's own supervision before anything is agreed.
• Once your counselling has ended and a suitable length of time has passed, you are very welcome to ask about supervision. Where a change of role isn't appropriate, Rosa will say so honestly and help you find another supervisor or practitioner.
• The same care applies to coaching, and to any personal, working or business relationship that could affect the work.

Read BACP's own guidance: the BACP Ethical Framework (opens in a new tab), Monitoring the supervisory relationship (GPiA 011) (opens in a new tab)

Online sessions

• Every appointment is treated as face-to-face at 35 Church Road, Holywood, unless Rosa has received your email asking for an online session. Online is available for every Reset service — it just needs to be requested by email and confirmed before your first session.
• Online sessions use a secure video platform. Please find a private space where you won't be overheard, and use headphones if helpful.
• If the connection drops, Rosa will try to reconnect. Sessions are not recorded by either party.
• If you don't arrive for an online session and no contact has been made, Rosa will wait 15 minutes before logging the session as a did not attend. If you have signed an agreed safety plan, the action agreed in it will be taken following any loss of contact.
• Online work suits most people but not everyone. Suitability is discussed at assessment, and you'll be asked for your location at the start of each session in case of emergency.

To ask for online sessions: Click here to request an online sessionRosa’s email address isn’t shown on this page — the link opens your email app with the request already written, so you only need to press send.

Accessibility & equality

• Reset welcomes people of every background, identity, culture, ability, sexuality and belief, and is committed to anti-discriminatory practice.
• Let us know of any access needs (for example room access, neurodivergent-friendly adjustments, written summaries or longer breaks) and reasonable adjustments will be made where possible.
• The practice room is on the first floor at 35 Church Road and is reached by stairs, so unfortunately the location is not wheelchair friendly. If step-free access is important to you, an online session is likely to suit your access needs best — every Reset service is offered online.
• If you'd like to talk through any access needs before booking, please text or email Rosa at your earliest convenience and she'll help you decide which format suits.

To ask for online sessions: Click here to request an online sessionRosa’s email address isn’t shown on this page — the link opens your email app with the request already written, so you only need to press send.

Crisis & emergency guidance

• Reset is not a crisis or emergency service and cannot respond to urgent messages.
• If you are in immediate danger, call 999 or go to A&E. Samaritans: 116 123 (free, 24 hours). Lifeline Northern Ireland: 0808 808 8000. You can also contact your GP or out-of-hours GP.

Ethical framework, CPD & supervision

• Rosa works to the BACP Ethical Framework for the Counselling Professions and the NCPS Code of Ethics and Professional Practice.
• She attends regular clinical supervision, carries professional indemnity insurance (malpractice/professional liability, public liability and products liability, covering counselling, counselling supervision and life coaching), and completes continuing professional development every year to keep her accreditations.

Supervision working agreement

• Supervision is a forum for supervisees to reflect on all aspects of their clinical work, receive formal and informal feedback, and keep the safety and welfare of clients and the quality of service central.
• Rosa does not offer occasional supervision. Entering the supervision contract means committing to regular attendance: at least 90 minutes each month, with more where your caseload requires it. This applies equally to monthly plans, pay-as-you-go bookings and student supervision.
• This is Reset’s minimum working agreement, supporting practice within the BACP Ethical Framework and NCPS Code of Ethics and Professional Practice. Your professional body, training provider and caseload may require additional supervision; these needs are agreed and reviewed together.
• As your supervisor, Rosa has a responsibility to hold you accountable for your duty of care to clients and adherence to agreed BACP ethical requirements and any other applicable professional requirements. Supervisees remain responsible for their own clinical practice and regular attendance.
• Not adhering to the agreed supervision requirements can rupture the supervisory relationship. Concerns are discussed openly and the agreement reviewed, including whether the relationship can safely continue; client safety remains central.
• Both supervisor and supervisee hold membership of a counselling professional body, professional indemnity insurance and ICO registration, and maintain these for the duration of the contract.
• Supervisees prepare for each session by completing the supervision preparation form provided before every session, and present their client work openly and transparently.
• Rosa keeps her supervisory notes securely; supervisees are free to keep their own notes. Informal evaluation of the supervisee, the supervisor and the supervision itself takes place every sixth session.
• If concerns about unsafe or unethical practice arise, or issues of harm to self or others, exploration of disclosure begins and is revisited. Where disagreements arise between supervisor and supervisee, Rosa brings these to supervision of supervision.
• Rosa attends consultant supervision (supervision of her supervision) to explore her work with supervisees. This supports safe, ethical practice and no identifying details are shared.
• If Rosa is unavailable and you need urgent support: during office hours contact your professional body's ethical helpline; in Northern Ireland contact Lifeline (0808 808 8000) to risk-assess a client at risk; elsewhere contact your local crisis team, or 999/101 for immediate risk.

Counselling will (professional will)

• A counselling will — also called a professional or clinical will — sets out what happens to client and supervisee care if Rosa suddenly becomes unable to work, through serious illness, incapacity or death.
• Rosa has named a trusted, appropriately qualified colleague (a clinical executor) who would contact current clients and supervisees, let them know sensitively, offer support or onward referral, and make sure any records are handled securely and confidentially under GDPR.
• Only the minimum information needed to make contact is held for this purpose. This is part of working within the BACP Ethical Framework.
• This contact is for genuine concern only — if something feels seriously wrong. It is not for planned time away: Rosa's email, social media and website are always updated with any annual leave, so a clear holiday will always be signposted there.

If Rosa doesn't attend your booked session and hasn't responded to your contact for 48 hours: please contact her consultant supervisor for support. She holds Rosa's counselling will and would be the first person made aware if Rosa were unable to work. Please only use this if you're genuinely worried that something is wrong. It isn't for planned time away — Rosa's email, social media and website are always updated with any annual leave, so a clear holiday will always be signposted there. Click here to email Rosa's consultant supervisorHer email address isn't shown on this page for confidentiality — the button opens your email app with it already filled in.