Client Rights & Policies

The policies below are designed to protect you, support a consistent therapeutic relationship, and ensure that our work together has the structure it needs to be genuinely effective. Please read through them before your first session. If you have any questions, don’t hesitate to reach out.

Please note: Healing Her Confidence and Healing Her Confidence Counseling is owned and operated by Desiree Robolt, M.Ed., LMFT Associate, licensed under the name "Desiree Nicole Robolt" on the Texas BHEC website. She is a LMFT Associate and her license number is 205877.

To verify a license or file a complaint, contact the Texas Behavioral Health Executive Council:

Your Rights as a Client

Confidentiality & HIPAA

Everything you share in therapy is confidential. Healing Her Confidence Counseling operates in full compliance with the Health Insurance Portability and Accountability Act (HIPAA). Your personal health information will not be shared without your written consent, except in the following circumstances as required by law:

  •  There is reasonable concern that you may harm yourself or someone else.

  • There is reasonable suspicion of abuse or neglect of a minor, elderly person, or dependent adult.

  • A court order requires disclosure.

  • You have provided written authorization for a specific disclosure. 

All sessions are conducted via SimplePractice, a fully HIPAA-compliant telehealth and electronic health records platform. Your information is stored securely and never sold or shared with third parties.

 

Right to a Good Faith Estimate

Under the No Surprises Act (H.R. 133 – effective January 1, 2022), you have the right to receive a Good Faith Estimate of the expected cost of your care before services begin. This estimate will outline anticipated session fees based on your planned treatment. You will never be billed more than $400 above the Good Faith Estimate without prior notice and your consent. If you have questions about your Good Faith Estimate, please contact us before your first session.

To learn more, go to www.cms.gov/nosurprises or call 800-985-3059. For questions or more information about your right to a Good Faith Estimate or the dispute process, visit www.cms.gov/nosurprises or call 800-985-3059. Keep a copy of this Good Faith Estimate in a safe place or take pictures of it. You may need it if you receive a bill in a higher amount.

 

How to Request Your Health Care Records

Clients have the right to request access to their health care records.

To request your health care records:

  1. Submit a written request by email to your therapist or through the secure client portal.

  2. Include your full name, date of birth, and the specific records you are requesting.

  3. Requests may be subject to identity verification and applicable fees as permitted by law.

  4. Records will be provided with the time frame required by Texas laws and statues.

If you have any questions pertaining to requesting your health care records, please contact the practice directly by utilizing the contact information listed on this website.

Additional Client Rights

  • You have the right to be treated with dignity, respect, and cultural sensitivity in every interaction.

  • You have the right to ask questions about your treatment, your therapist’s credentials, and the approaches being used.

  • You have the right to refuse or discontinue any treatment at any time without penalty.

  • You have the right to request a referral if you decide this practice is not the right fit.

  • You have the right to review your records in accordance with Texas state law and HIPAA regulations.

  • You have the right to file a complaint with the Texas State Board of Examiners of Marriage and Family Therapists if you believe your rights have been violated.

 

If you have questions or concerns, please reach out.

Cancellation & No-Show Policy

Cancellation Policy — Traditional Sessions

  • Cancel or reschedule at no charge with at least 24 hours’ notice before your session.

  • Each client receives one (1) complimentary last-minute cancellation per calendar month. A last-minute cancellation is defined as a cancellation made less than 1 hour before the scheduled session start time.

  • After the complimentary cancellation is used, any additional last-minute cancellations in that month will result in the full session fee being charged.

  • No-shows (no contact, no cancellation): the full session fee is charged. No exceptions.

  • Late arrivals of 15 minutes or more will be treated as a no-show and the session will be forfeited.

  • Cancellations made between 1 hour and 24 hours before the session: no charge; session may be rescheduled.

Traditional Therapy Sessions

Individual & Couple Intensives

Cancellation Policy — Intensives

  • 7 or more days before the intensive: full deposit refunded, no fee charged

  • 3–6 days before: 50% of the total intensive fee is forfeited

  • Less than 48 hours before: the full intensive fee is forfeited. No exceptions

  • No-shows: the full fee is forfeited. No rescheduling without full repayment

  • Intensives may be rescheduled once at no charge when 7 or more days’ notice is given

  • Rescheduled intensives must take place within 60 days of the original date and are subject to availability

Payment Policies

Payment

  • Traditional therapy sessions will be charged at the time of the session.

  • Intensives require a 50% deposit at the time of booking. The remaining balance is due 48 hours before the session.

  • Sessions will not be held without confirmed payment on file.

  • Accepted payment methods: credit/debit card, HSA, and FSA via SimplePractice.

  • Returned or failed payments will incur a $25 processing fee.

  • Insurance is not accepted. Healing Her Confidence Counseling is a private pay practice.

  • Payment plans (two-payment splits) are available for all intensive offerings.

  • If any financial hardships arise, please communicate that with the practice so that we can explore any possible accommodations.

Telehealth Expectations

Virtual Session Guidelines

  • All sessions are conducted via SimplePractice — a HIPAA-compliant telehealth platform. You will receive a secure session link before each appointment.

  • Clients are responsible for ensuring a private, quiet, and distraction-free environment during all sessions.

  • A stable internet connection and a device with video capability (phone, tablet, or computer) are required.

  • Session recordings are not permitted or provided. A post-session email will be sent via SimplePractice secure message within 24–48 hours of each individual session.

  • Clients must be physically located in the state of Texas during all therapy sessions.

  • If a technical issue interrupts a session, we will attempt to reconnect via SimplePractice. If connection cannot be restored within 15 minutes, the session will be rescheduled at no charge.

Emergency & Crisis Protocol

Crisis Support

  • Healing Her Confidence Counseling does not provide crisis services outside of scheduled sessions.

  • If you are experiencing a mental health emergency, please call or text 988 (Suicide & Crisis Lifeline) or call 911.

  • If you are in immediate danger, go to your nearest emergency room or call 911.

  • Crisis resources will be discussed during your intake and are available at any time through the 988 Lifeline.

  • If a crisis arises between sessions, please contact 988 or emergency services first, then notify your therapist through SimplePractice when it is safe to do so.

General Expectations

Client Expectations

  • Clients are encouraged to arrive on time and prepared to engage fully in their sessions.

  • Pre-session paperwork (intake forms, questionnaires) must be completed at least 24 hours before the scheduled session.

  • Healing Her Confidence Counseling reserves the right to discontinue services with appropriate clinical notice if the therapeutic relationship is no longer appropriate or beneficial.

  • Referrals will be provided in the event of service termination to ensure continuity of care.

  • These policies are subject to change. Clients will be notified in writing with at least 14 days’ notice of any updates.