Marpe's help centre team has put together a list of common queries.

You should find the answer to most things here.

Frequently Asked Questions

• Are my sessions with the therapists confidential?

Yes. In addition, the information you tell your therapist are kept confidential as per code of conduct. However, there are some exemptions whereby there is a threat to your life or if you are a threat to someone else’s life, confidentiality will have to be breached.

• Are my sessions recorded?

Marpe Wellbeing do not record your sessions.

• What will happen in my therapy sessions?

This is challenging to predict as therapists have different approaches and it is also dependent on your responses and dialogue with the therapist. What we can predict is that the first appointment is typically an assessment phase whereby the therapist finds out more about you and your concerns. The therapists usually will talk about the approaches to be used and a proposed treatment plan based on your responses.

• How frequently would I require therapy?

Typically, this is based on your therapeutic agreement with your therapist, your needs and also your situation. It is also dependant on the availability of your therapist. It is important to discuss this with your therapist and be honest on what you can do and what you will be happy to do.

• I have private insurance. Do you accept private insurance?

At present we do not accept insurance; however we are working on setting this up in the nearby future.

• Is Couple Therapy Supported?

Yes this is supported; however couples will need to be in the same setting using the same device during the consultation. (This should only be done in line with guidance from government in respect of social distancing if not of the same household). 

The price is unchanged from standard.

• Will my GP be informed of my therapy sessions?

The therapist will ask your permission before sharing information with your GP if they feel this would be helpful. However, this is at your discretion. You do not have to give your consent. We do ask for details of your GP as we believe this will assist in providing the best care for you.

• I am having trouble signing up can you help?

Sorry to hear you are experiencing difficulty. Please use the app to sign up. The login features on the website are for therapists only. If you are still experiencing difficulty, please send an email to hello@marpewellbeing.uk and we will get back to you within 48hours to assist.

• I cannot get an appointment for the date and time I want.
  

We are sorry to hear this. At Marpe Wellbeing we deliver a service with access to therapy sessions outside of 9am - 5pm and appointments within 24 hours. Please do browse through our available therapists and if you feel you are unable to get an appointment on a chosen date, please email us at hello@marpewellbeing.uk so that we can assist you as best as possible.

• I need a therapist with a specific interest or speciality or that speaks a certain language
  

We have a diverse range of therapists on our platforms with different areas of specialisms and interest. Please do look therapists profile and if you cannot find a suitable therapists, email us at hello@marpewellbeing.uk with details so that we can assist as best as possible

• How do I prepare for my video therapy session?

Remove distractions, ensure your environment is quiet and private. Some people prefer having earphones in as it feels more private and you can be sure others will not hear your therapist. Ensure your internet connection is strong. Some people write a list of things they would like to mention ahead of the appointment which may be helpful.

• How old do I need to be to use Marpe Wellbeing App?

You need to be at least 13 years of age to use Marpe Wellbeing App. However, if you are between 13 and 16 years of age, you will need parental or guardian consent. This can be avoided if you have a strong compelling reason as domestic violence

• Can I use the app if I am not in the UK?

No. You must be in the UK whilst having your appointments remotely.

• What time are appointment slots available

Marpe Wellbeing platform have appointment slots open from 7am to 10pm Monday – Sunday; however the appointment slots open for each therapist is dependent on their availabilities 

• What is your cancellation policy for Doctor's appointment?
  If you find it necessary to cancel your appointment, you may do so up to 7 days prior to your scheduled appointment. Cancellations or rescheduling requests made at least 7 days in advance are permissible, but will incur a £10 administrative fee. Cancellations within 7 days of the appointment will not be eligible for a refund. In case you need to reschedule on short notice, kindly reach out to us via email.

• What is your refund & cancellation policy for therapy session?

A refund will be arranged if cancellation is done with at least 48 hours before scheduled appointment time

In exceptional circumstances a therapist may have to cancel your appointment – if this occurs you will receive a full refund for that session. There is no refund for any appointment cancelled with less than 48 hours’ notice; this is also the case for any missed sessions. Sessions booked with less than 48 hours’ notice cannot be refunded if cancelled.  

If for any reason you have not entered the virtual waiting room within 15 minutes of your scheduled appointment time for a 30 minute appointment or within 25 minutes of your scheduled appointment time for a 50 minute appointment, the session will automatically end and will be deemed as a missed session. There will be no refund should this occur. 

Please note that if you join any session under the influence of drugs or alcohol, or become abusive, insulting, disruptive or act in an unreasonable manner during the session the therapist will be entitled to terminate the session and you will remain liable for the payment of the session

• How do I raise a complaint?

We are sorry that you feel dissatisfied with our service. We would be grateful if you would email us initially at: hello@marpewellbeing.uk. If we are unable to resolve this complaints about therapist can be escalated to their regulatory body which you may contact.

• How to Delete Your Account?

If you wish to delete your account, please email us at hello@marpewellbeing.uk with your details we would go through a few questions to confirm your identity and then your account will be deleted. See privacy policy.