FAQs | Counselling and Play Therapy Services

Question 1

How do I book an appointment?

Accepted Answer

You can book through our online booking system, JaneApp, or by emailing us directly at info@counsellingandplaytherapyservices.ca. If you're unsure which therapist or service is the right fit, our Find the Right Fit guide on the Book a Session page can help.

Question 2

What happens in the first session?

Accepted Answer

Your first session is an intake appointment. Your therapist will take time to get to know you (or your child), understand what's brought you in, and discuss your goals. It's also a chance for you to ask questions and get a feel for whether the fit is right. There's no pressure — it's simply a conversation.

Question 3

How do I know which therapist is right for me?

Accepted Answer

Our Meet the Staff page includes detailed bios, areas of focus, and therapeutic approaches for each team member. You're also welcome to email us and we can help match you with someone whose expertise aligns with your needs. Finding the right fit matters — we want you to feel comfortable.

Question 4

Is there a waitlist?

Accepted Answer

Availability varies by therapist. Some team members have openings right away, while others may have a short wait. We encourage you to reach out — we'll let you know current availability and can add you to a waitlist if needed.

Question 5

Who do you work with?

Accepted Answer

We work with children (ages 4 and up), teens, adults, couples, and families. We also offer support for children younger than 4 in a "Child and Parent Interaction."  We also offer supervision and consultation for other mental health professionals. If you're unsure whether we're the right fit for your situation, please reach out — we're happy to talk it through.

Question 6

What is play therapy and how does it work?

Accepted Answer

Play therapy is a therapeutic approach designed for children that uses play — the natural language of childhood — to help them process emotions, experiences, and challenges. Rather than expecting children to talk about their feelings directly, play therapy gives them a safe, expressive space to communicate through toys, art, sand, and imaginative play. It is evidence-based and highly effective for a wide range of concerns.

Question 7

Do you offer virtual or online sessions?

Accepted Answer

Yes, we offer virtual sessions for many of our services. Some modalities (such as in-person play therapy or biofeedback) are best delivered in person, but we can discuss what works for your situation. Please mention your preference when booking.

Question 8

What is biofeedback and the Safe and Sound Protocol (SSP)?

Accepted Answer

Biofeedback is a technique that helps you become aware of physiological signals — like heart rate and muscle tension — so you can learn to regulate your nervous system. The Safe and Sound Protocol (SSP) is a music-based listening therapy developed by Dr. Stephen Porges that supports nervous system regulation, particularly for those with trauma, anxiety, or sensory sensitivities. Visit our Biofeedback & SSP page to learn more.

Question 9

How much do sessions cost?

Accepted Answer

Session fees vary by therapist and service type. Please visit our Rates page for current fee information. We also offer a sliding scale for clients who need financial flexibility — please ask us about this when you reach out.

Question 10

Is therapy covered by insurance?

Accepted Answer

Many extended health benefit plans cover services provided by Registered Psychotherapists (RP) and Registered Social Workers (RSW). We recommend checking directly with your insurance provider to confirm your coverage and any requirements. We can provide receipts for submission to your insurer.

Question 11

How do I pay for sessions?

Accepted Answer

We accept payment via JaneApp (credit card), e-transfer, and cash. We might be able to direct bill to your insurance company, reach out to us to ask us if we can!

Payment is due at the time of your session. Please see our Rates page for full details.

Question 12

What is your cancellation policy?

Accepted Answer

We ask for at least 48 hours' notice if you need to cancel or reschedule your appointment. Late cancellations or no-shows may be subject to a fee. We understand that life happens — please reach out as soon as you know you need to change your appointment.

Question 13

Can I reschedule my appointment?

Accepted Answer

Absolutely! If you need to reschedule, please do so up to 48 hours prior to your appointment. Your booking confirmation and reminder emails will prompt you up to 72 hours in advance to make changes if needed. Anything under 48 hours will be subject to a full session fee.

Question 14

What if I can't find an appointment time? My therapist's schedule is full!

Accepted Answer

Our booking system (Jane) has a waitlist option. When someone cancels 48 hours before their appointment, Jane will send you an email or text asking if you'd like that slot — so easy! You can even choose the timeframes and days that work best for you so you're not bombarded with notifications.

Question 15

Can my therapist write a letter on my behalf?

Accepted Answer

Yes, in many cases — but there are a few important conditions. First, a therapeutic relationship is required: you must be a current client who has been actively engaged in counselling for a minimum of 6 sessions. If you are a past client with a gap in therapy of more than 6 months, this requirement applies again.

Letters will include objective, relevant information only — such as the therapist's role, goals for therapy, interventions used, session dates, relevant history as documented, themes explored, goals met, and possible next steps.

There is a fee for all letters, billed at your therapist's hourly rate. A minimum of one hour is charged; if the letter takes longer, additional time is billed in 15-minute increments.

Please note: writing letters in support of Emotional Support Animals is outside our scope of practice. We recommend speaking with your family doctor or psychiatrist for that request.

Question 16

Do you have a sick policy?

Accepted Answer

We don't have a traditional sick policy — and here's why. Since the start of COVID-19, we developed virtual playrooms and online session formats that allow us to continue delivering quality service when in-person isn't possible. If you're experiencing symptoms or have been exposed to illness, we simply switch your appointment to virtual. This means your care continues uninterrupted, your therapeutic relationship stays strong, and you keep making progress toward your goals — without putting anyone at risk.

Question 17

Is what I share in therapy confidential?

Accepted Answer

Yes. Everything shared in therapy is confidential. There are a small number of legal and ethical exceptions — for example, if there is a risk of serious harm to yourself or others, or if a child is at risk of abuse or neglect. Your therapist will explain these limits at the start of your work together.

Question 18

How are my records stored?

Accepted Answer

Client records are stored securely through JaneApp, a Canadian-based practice management system that meets privacy legislation requirements. Your information is never shared without your written consent, except in the circumstances described above.

Question 19

Where are you located?

Accepted Answer

We have two locations: one in Woodstock and one in Tillsonburg, Ontario. Please visit our Contact page for full addresses, phone hours, and directions.

Question 20

Are your offices accessible?

Accepted Answer

We strive to make our spaces as welcoming and accessible as possible. If you have specific accessibility needs, please let us know when booking and we will do our best to accommodate you.

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