Terms & Conditions (AGB)

Last updated: 15. June. 2025

1. Scope of Application

These Terms & Conditions apply to all services provided by Andrea Monroy Toro a counsellor based in Berlin, Germany, both in-person and online. By booking a session, you agree to these terms.

2. Services Offered

I offer counselling services for individuals seeking emotional well-being and support with life transitions, burnout, relationship issues, identity development, and related areas. Please note that these services do not constitute medical or psychotherapeutic treatment under German law (§1 PsychThG). But I do provide a respectful and supportive space for emotional exploration.

If you require medical or psychiatric care, please consult a psychiatrist or physician.

3. Booking & Cancellation Policy

Appointments can be booked via email.
Cancellations must be made at least 24 hours in advance.
Cancellations with less than 24 hours' notice or missed appointments will be charged in full.

4.Communication & Confidentiality Policy

I follow the principles of data protection under the GDPR (DSGVO) and professional discretion. Information shared in sessions will not be disclosed to third parties without your consent, unless legally required.

Sessions are never recorded. All sessions are confidential. 

Email Communication Policy

  • I will ask for your preferred email address in our first session. Please use a private, personal email address when communicating with me.

  • By contacting me via email, you accept the risks involved: data breaches, viruses, human error. Emails may be stored by internet providers and are vulnerable to unintended sharing or replication.

  • Use email only for logistical matters: scheduling, rescheduling. 

  • Do not share sensitive or confidential information by email unless we’ve agreed in advance.

  • If confidentiality is a concern, consider calling instead of emailing.

  • I aim to respond within 24 hours of opening your message. I check email only during office hours, not on weekends or holidays.

  • Emails are not suitable for emergencies. In urgent situations, contact local emergency services.

Text & Voice Messages Policy 

  • You may leave a message if you're running late or need to communicate quick logistical updates.

  • Please avoid sharing private or personal information in text or voice messages. These channels are not secure for confidential communication.

Phone & Video Conferencing Policy:

  • I usually use FaceTime for online sessions, but we can choose a platform that works best for you. Please be on time. I won’t be able to extend our session out of consideration for other clients.

  • Sessions will not be recorded by either of us.

  • Please ensure your environment is private, safe, and secure during our session.

If your privacy is compromised, let me know immediately.

  • In case of technical issues, I will contact you via an alternative method – WhatsApp

5. Invoicing

I use an online software application for invoices that are then sent out to your email address

6. Fees & Payment

100 EUR (€) per 50min fee and payable via bank transfer or PayPal after each session or in accordance with a prior agreement.

7. Insurance

I don’t work with statutory health insurance. All sessions are paid privately.

8. Emergency

If you are in a crisis or experiencing severe psychological distress, counselling is not the right course of action for that moment. Please reach out to your local crisis center or go directly to a hospital for immediate support.

Crisis Resources:

9. Please restrain from contacting me if you suffer from: 

  • Active mental health crises

  • Addictions

  • Psychosis

  • Suicidal ideation

  • Externalized aggression or history of harm to others

10. Support between sessions

If something urgent comes up, I'll do my best to fit in an extra session as soon as possible. That said, immediate availability can’t always be guaranteed.
In case of a medical or psychiatric emergency, please contact your nearest hospital immediately.

11.  Age

I work exclusively with adults (18+).

12. Limitation of Liability

My counselling services aim to provide emotional support and personal growth, but outcomes may vary. I am not liable for decisions or actions taken by clients based on our sessions.

13. Online Services

For online sessions, clients are responsible for a stable internet connection and a private, safe environment. I use encrypted, GDPR-compliant platforms to ensure your privacy.

14. Termination of the Counselling Process

You may end the counselling process at any time without providing a reason. I ask, however, that you communicate your decision clearly, ideally during a session or in writing. I ask that we have at least one session for closure before ending our work together.

I reserve the right to discontinue the counselling process if:

  • It becomes evident that your needs fall outside the scope of my professional competence or legal framework;

  • There is a breach of mutual respect or boundaries;

  • Continued work is no longer considered beneficial or ethical;

  • Fees remain unpaid without communication.

In such cases, I will, where possible and appropriate, offer referrals to other professionals or resources that may better support your needs.

15. Data Protection (GDPR/DSGVO)

I take data privacy seriously and adhere to the General Data Protection Regulation (GDPR). Please refer to my Privacy Policy for full details on how your data is collected, stored, and protected.

16. Governing Law

These terms are governed by the laws of the Federal Republic of Germany.
Place of jurisdiction is Berlin, unless otherwise required by law.

17. Changes to Terms & Conditions

I may update this policy to reflect evolving legal, ethical, and relational considerations.