Frequently Asked Questions

We work with adults and teens navigating anxiety, depression, emotional regulation challenges, trauma, ADHD and executive functioning difficulties, pareting stress, life transitions, and relationship concerns. Our approach is practical, compassionate, and focused on building skills that support everyday life. If you are unsure whether counselling is right for your situation, you are welcome to book a free consultation to discuss your needs and explore whether we are a good fit.

At Conflux Counselling, each clinician operates their own independent practice and booking system. You are welcome to read each clinician’s profile to learn about their approach, areas of focus, and availability before booking a consultation. If you are unsure who may be the best fit, you are welcome to contact us and we will help guide you toward a clinician whose experience and style match your needs. Finding a good therapeutic fit is important, and you are always free to change clinicians if needed.

Your first session is an intake appointment where we get to know you, understand what brings you to counselling, and discuss your goals and preferences. We will talk about your history, current concerns, and what you would like to change or improve. You are welcome to ask questions about the process at any time. Ongoing sessions are collaborative and practical, focused on building skills, insight, and confidence at a pace that feels manageable. You are never required to share more than you are comfortable with, and you are welcome to pause or stop counselling at any time.

Conflux Counselling provides virtual psychotherapy services to adults and teens located in Ontario. Our work focuses on counselling and skill-building for emotional and mental health concerns.

We do not provide emergency or crisis services, psychiatric or medical care, medication management, formal psychological or educational assessments, or services intended for court, custody, disability, or insurance determinations. Requests for legal letters, court reports, or testimony may be declined or limited to basic attendance summaries in accordance with professional standards.

Each clinician at Conflux Counselling operate an independent practice and manages their own bookings, records, and professional decisions. If you needs fall outside our scope of services, we will do our best to suggest appropriate referrals when possible.

We aim to be clear about our role so that counselling remains focused on your wellbeing and goals.

Counselling at Conflux Counselling is focused on therapeutic support rather than legal, diagnostic, or advocacy services. Requests for letters, reports, or documentation may be limited to basic attendance records or brief treatment summaries when appropriate. We do not provide custody evaluations, court reports, or recommendations for legal proceedings.

Requests for documentation must be discussed in advance and may involve additional fees depending on the time required. If you need assessments or reports outside our scope of practice, we will do our best to suggest appropriate resources or referrals.

Clear expectations help ensure counselling remains focused on your wellbeing and goals.

Between scheduled sessions, communication is limited to scheduling and administrative matters such as rescheduling appointments, billing questions, or technical issues. Email and messaging are not monitored continuously and are not appropriate for urgent or crisis concerns.

If you are experiencing increased distress or need additional support, please contact your counsellor to request an earlier appointment when possible. For urgent or emergency situations, please contact 911 or a crisis service immediately.

Because counselling is most effective within scheduled sessions, we are generally not able to provide therapeutic guidance or ongoing support through email or messaging outside of appointments.

Setting clear communication boundaries helps ensure that sessions remain focused, thoughtful, and supportive.

Appointments can be booked, changed, or cancelled through your Jane booking link or by contacting your counsellor directly. If you do not see an appointment time that works for you in the online booking system, please contact your counsellor directly. Additional appointment times may be available that are not listed on the public calendar, and we will do our best to find a time that works.

If you need to reschedule, please provide at least 24 hours’ notice so the appointment time can be offered to someone else. Late cancellations and missed appointments may be charged a $75 fee, as outlined in our Fees & Payment section.

If your counsellor needs to cancel due to illness or an emergency, we will contact you as soon as possible to reschedule at the earliest convenient time. We understand that life happens and will always aim to be fair, respectful, and flexible when unexpected situations arise.

Initial intake and ongoing counselling sessions are $150 per 50-minute session.‍ ‍Payment is due at the time of booking or immediately following your appointment through Jane Payments or Interac e-Transfer.

Because appointment times are reserved specifically for you, a $75 fee is charged for late cancellations (less than 24 hours’ notice) and missed appointments. We understand that unexpected situations happen, and this fee may be waived at your counsellor’s discretion in exceptional circumstances.

If you are unable to attend a scheduled session, please contact your counsellor as soon as possible so we can try to reschedule your appointment.

We aim to keep our policies fair, predictable, and respectful of everyone’s time.

Conflux Counselling does not provide direct billing to insurance companies. Payment is made at the time of service, and an itemized receipt is provided after each session that includes all information typically required for reimbursement.

Many extended health plans in Ontario cover services provided by a Registered Psychotherapist (CRPO) or Registered Social Worker (OCSWSSW). Because every plan is different, we recommend contacting your insurance provider in advance to confirm your coverage and reimbursement process.

Clients are responsible for submitting receipts directly to their insurance provider. We are happy to answer any questions about our credentials or documentation if your provider requires additional information.

If you are unsure about your coverage, we encourage you to check with your insurer before your first appointment.

Conflux Counselling provides virtual counselling services to clients located in Ontario, Canada. Sessions are held through secure video using the Jane App platform. To participate, you will need a computer or mobile device with a camera and microphone, a reliable internet connection, and a private, quiet space where you can speak comfortably.

Virtual counselling can be highly effective, but it may not be appropriate for every situation. If concerns arise that require in-person care, medical evaluation, or specialized services outside our scope, we will discuss appropriate referrals and next steps.

Conflux Counelling is not an emergency or crisis service. If you are experiencing an urgent mental health crisis or safety concerns, please contact 911 or your local crisis line immediately. In Ontario, you can call or text 9-8-8 for 24/7 mental health crisis support.

Because services are provided virtually, clients must be physically located in Ontario at the time of their session. We also ask that minors attend sessions with appropriate guardian consent in accordance with Ontario regulations.

If you are unsure whether virtual counselling is a good fit for you, we encourage booking a free consultation to discuss your needs.

Your privacy is very important to us. All records and documentation are stored securely in the Jane App practice management system and handled in accordance with Ontario privacy legislation (PHIPA) and the professional standards of the College of Registered Psychotherapists of Ontario and the Ontario College of Social Workers and Social Service Workers.

Information shared in counselling is confidential and will not be released without your written consent, except in rare situations required by law, such as risk of serious harm to yourself or others, concerns about the safety of a child, or court orders. These limits to confidentiality are reviewed with you before beginning therapy.

Because Conflux Counselling provides virtual services, we use secure video platforms and encrypted systems whenever possible. While no online system can be guaranteed completely risk-free, we take reasonable steps to protect your information and maintain professional privacy standards.

If you have questions about how your information is stored or used, please ask at any time. Full privacy policies and consent forms are provided through Jane before your first appointment.

We know therapy requires trust. Protecting your privacy is part of caring for you well.

Conflux Counselling provides scheduled virtual counselling sessions and is not an emergency or crisis service.‍ ‍We dot not offer 24-hour monitoring or immediate response outside of booked appointments.

If you are in immediate danger or are experiencing a mental health crisis, please call 911 or go to your nearest emergency department.

If you need urgent mental health support in Canada, you can contact:

• 9-8-8 Suicide Crisis Helpline - Call or text 988 (available 24/7 across Canada)

• Talk Suicide Canada - 1-833-456-4566 or text 45645 (evenings)

• Kids Help Phone - 1-800-668-6868 or text CONNECT to 686868

If you are a current client and experiencing increased distress between sessions, please contact your counsellor to request an earlier appointment when possible. However, please use crisis services above if you require immediate help.

If you are unsure whether your situation is urgent, it is always safet to contact emergency services or a crisis line first.