Matching Guarantee Policy

1. Purpose of the Guarantee

At Manchester Counselling, we understand that finding the right therapist is essential for effective therapy. Our Matching Guarantee is designed to give clients peace of mind when starting therapy. If your first matched therapist does not feel like the right fit, we offer a one-time rematch — and cover the cost of your first session with the new therapist.

2. Eligibility Criteria

The Matching Guarantee is available to all clients who meet the following conditions:

  • You must have completed a paid first session with a therapist arranged through Manchester Counselling.

  • You must submit your request within 14 calendar days of attending your first session.

  • The guarantee applies to individual and couples therapy sessions only.

  • You must provide a brief explanation of why the therapist was not a suitable match.

  • The guarantee applies to your first match only. Subsequent rematches are not eligible.

  • You must be in compliance with our Assessment First Session Policy, including attendance and cancellation conditions.

3. Scope of the Guarantee

If you meet the eligibility criteria, Manchester Counselling will:

  • Arrange a rematch with a new therapist, based on your updated preferences.

  • Cover the cost of one standard-length session (typically 50 minutes) with the newly matched therapist.

  • Endeavour to complete the rematch within 5 working days, subject to therapist availability.

  • Require that the free session be booked and attended within 30 days of being offered, unless otherwise agreed.

4. Exclusions

The Matching Guarantee does not apply in the following circumstances:

  • If you did not attend your first session (Did Not Attend / DNA)

  • If you cancelled with less than 24 hours’ notice, in breach of the Assessment First Session Policy

  • If you are seeking a rematch following a third-party referral or externally arranged booking

  • If you have previously used the guarantee

  • If the guarantee is requested after the 14-day period

5. How to Request a Rematch

To activate the Matching Guarantee, clients must:

  • Complete the rematch request form on our website or email hello@manchestercounselling.uk

  • Include their name, therapist’s name, date of first session, and reason for requesting a rematch

  • Await a response within 1 working day, after which the rematching process will begin

6. Misuse of Guarantee

Manchester Counselling reserves the right to deny the Matching Guarantee in cases where the policy is being misused, misrepresented, or requested in bad faith.

7. Policy Updates

Manchester Counselling reserves the right to update or discontinue the Matching Guarantee at any time. Any changes will be clearly communicated on our website and will not apply retroactively to clients already engaged in the process.