Terms of Service

Welcome to Rebalanced me with Mena. These terms outline the agreement between you ("the client") and Rebalanced me with Mena for mental wellbeing counselling and coaching services.

By booking a session or a programme, you agree to the following terms:

1. Services Offered

Rebalanced me with Mena provides mental wellbeing counselling and coaching to support personal growth, emotional wellbeing, and people navigating stress, burnout, and life transitions.

My work is person-centred and tailored to each client's needs. Depending on the situation, I may incorporate approaches such as Internal Family Systems (IFS), Transactional Analysis (TA), Nonviolent Communication (NVC), Positive Psychology, mindfulness, and somatic/body-oriented approaches.

These services do not include medical or psychiatric assessment, diagnosis or treatment.

2. Confidentiality

All sessions are confidential. Information you share with me is treated as private and will not be shared with third parties unless you have given permission, sharing is necessary to provide a service you have requested, or I am legally required or permitted to do so.

In exceptional circumstances, information may need to be shared if there is a serious and immediate risk of harm to you or someone else.

Further information about how personal data is handled is available in my Privacy Statement.

3. Session Booking and Payments

  • Introductory calls are free of charge.

  • Individual sessions and programmes are priced as shown on the Work Together page.

  • For single sessions (Rebalanced Space), invoices are sent before each session and are payable within 1 calendar day.

  • For programmes, payment is also required in advance to secure your booking.

  • Programmes are designed with flexible pacing, but sessions must be completed within the agreed timeframe (typically 6–9 weeks for Rebalanced Foundations and 12–18 weeks for Rebalanced Deep). Unused sessions beyond this period are non-refundable.

  • Failure to pay within the specified timeframe may result in termination of service. Outstanding balances remain due.

4. Between-Session Support

For clients in programmes that include between-session support, brief messages or voice notes may be exchanged between sessions.

This communication is intended to support the ongoing counselling or coaching process and is not a substitute for a scheduled session or professional crisis support.

I generally respond within 24 hours on weekdays, although response times may vary.

5. Cancellation and Rescheduling Policy

  • Sessions can be rescheduled or cancelled without charge if notice is provided at least 24 hours in advance.

  • No-shows or cancellations with less than 24 hours' notice will be charged in full.

  • If you are more than 5 minutes late to a session without prior notice, it will be considered a no-show and charged accordingly.

6. Commitment to the Process

Counselling and coaching work best when you are willing to engage with the process, including when the work feels uncomfortable or challenging. My role is to support and guide you, while you remain in charge of your own process and decisions.

7. Termination of Sessions

  • If you stop a programme before completing all sessions, completed sessions will be recalculated at the applicable individual-session rate of Rebalanced Space. The remaining balance will be refunded after adjusting for this difference.

  • If at any point you decide to discontinue our sessions, please inform me. I’m here to support your well-being and respect your decision if you choose to step away from counselling or coaching.

  • However, if there are repeated instances of not showing up for scheduled sessions, failing to meet commitments, or acting in a disrespectful manner, I reserve the right to terminate our sessions. Mutual respect is important to maintaining a constructive counselling or coaching relationship.

8. Session Duration

  • Sessions are typically 60 minutes and are tailored to meet you where you are.

  • At times, a session may end earlier, for example if you are feeling overwhelmed or the work reaches a natural close. In such cases, the session is considered complete, as the focus is on the quality of support rather than the exact duration.

  • If a session extends beyond 60 minutes, any additional time will be charged as a half session, up to a maximum total session length of 1.5 hours.

9. Insurance and Reimbursement

My mental wellbeing counselling and coaching services are not reimbursed through Dutch health insurance.

Any reimbursement through an additional insurance policy depends on the specific policy and provider. Please check directly with your insurer if you wish to determine whether any reimbursement is available.

10. No Crisis Support

Rebalanced me with Mena is not a crisis or emergency service.

If you are experiencing an immediate mental health emergency or believe that you or someone else is in immediate danger, please contact your local emergency services or an appropriate crisis service.

11. Client Responsibility

Counselling and coaching are collaborative processes. Services are provided based on the understanding that you, as the client, are responsible for your own decisions, actions and choices outside sessions.

I provide professional support, reflection and guidance, but I do not make decisions on your behalf. Please check the Roles & Responsibilities page for more details.

12. Scope of Practice

Mental wellbeing counselling and coaching focus on personal wellbeing, emotional wellbeing, stress, burnout-related difficulties, patterns, identity, boundaries, confidence, relationships, and navigating significant life and work transitions.

I work within the scope of my training, experience and professional registration. If your needs fall outside my scope of practice, or if I believe that additional or different support would be more appropriate, I may recommend that you consult another qualified professional or healthcare provider.

13. Pricing and VAT (Value Added Tax)

  • All prices shown for clients in the Netherlands include 21% VAT unless stated otherwise.

  • Prices and tax treatment for clients outside the Netherlands may vary depending on the client's location and applicable tax rules. Any applicable difference will be discussed before the service begins.

14. Complaints

I take concerns and complaints seriously and encourage you to raise them with me first so that we can try to resolve them.

Information about the formal complaints procedure and the applicable complaints arrangements is available on the Complaints Procedure page.

15. Changes to These Terms

I may update these Terms of Service when necessary to reflect changes to my services, practice or applicable requirements.

Please check this page for the latest version.

16. Contact Information

For any questions, changes to bookings, or concerns, please contact me:

Mena Eissa
Rebalanced me with Mena
Email: mena.eissa@rebalanced.me