As per normal business practice and in line with the medical aid standard practice, a 60-min session can be expected to last between 51-60 minutes. Similarly, a 30-min session can be expected to last between 21-30 minutes.  This is so in order to compensate the professional for the time necessary to prepare for and process the session. 

Here are a few common scenarios:

 – distraction from / abandonment of the payment process with sessions “stuck” in your cart and thus showing as not bookable again
 – incorrectly entered card details or pin
 – excessive time has passed before your authentication of the transaction (via biometrics etc.) on your banking app
 – daily or transactional limit for online purchases was exceeded (i.e if you are trying the pay for a bulk package of multiple sessions at once)
 – your card isn’t enabled by your card issuer / bank for 3DSecure

Headroom’s payment gateway uses 3D Secure – a MasterCard and Visa initiative to reduce online credit card transaction fraud.

When a purchase is made online, the cardholder is redirected the cardholder’s bank’s authentication page. Here the cardholder is required to key in his/her authentication details (e.g. a one-time PIN). The Issuing Bank validates this code. If the response is ‘not OK’ then the transaction is ‘Declined’ up front by Headroom’s payment gateway.
It should be noted that not all Issuing Banks require their cardholders to register for this service. If you are experiencing this issue, pls contact your bank and ask that your card be enabled to make international online payments and for 3D secure authentication. You will only have to do this once.

Before your first session on the Headroom platform, please test your internet connection via the Test Connection button and make sure your computer or cellphone has granted access to your camera, microphone, audio, and video. This helps avoid technical delays when your session starts. 

To join your session on Headroom, please follow these steps:

1. Log in via the Sign in / Register button in the top right-hand corner of website, using your username and password.

2. Open My Dashboard (top right-hand corner).

3. Click the Upcoming Sessions tab.

4. Click the Join button next to your booking. The session room opens 5 minutes before your scheduled start time.

Important: Please do not use the Test Connection button to join your booked session, as this will connect you with your practitioner. The Test Connection is only for you to check your network and connection stability when you are first starting out on Headroom or in case of technical difficulties.

Ensure you have a stable internet connection, cookies enabled, and a quiet, private space. If you experience any issues, please contact admin@headroom.co.za for assistance.

Clients can reschedule sessions up to 24 hours in advance of the session start time. 

The client dashboard, Upcoming Sessions tab, lists your booked sessions. Simply select the associated ‘reschedule’ button and confirm the new date and time, paying attention to selecting the appropriate time zone (at the time of session, not at the time of booking). 

If you have any questions or concerns regarding cancelling or rescheduling sessions, please email us and we will gladly assist.

You are fully within your rights to opt for an audio only session (no video element). However, in so doing, the professional is deprived of the opportunity to use your facial expressions, body language and physical demeanour to better assess and understand your psychological state.

Therefore, in order to derive the most out of the session with the professional, clients are encouraged to make use of the video element.

It is possible for multiple participants (in the same or different place) to convene in the same session. Whether this is desirable will be determined at the discretion of the professional.  The professional may suggest that individual sessions are conducted with multiple parties separately to understand the individual perspectives. In order to access the Headroom virtual rooms every participant will need to be registered as a user of the Headroom platform (either as a Client or a Professional).

Our video rooms can accommodate up to 200 participants at once. Should you wish to make use of our facilities for group sessions, please contact us to make appropriate arrangements. 

If two participants will be joining from different locations:

• Both participants must have their own registered Headroom profile.
• The client who booked and paid for the session will receive the session link.
• That client should share the link with the other participant.
• Both individuals must log in to their accounts and use the shared link to join the session.

This ensures the session remains secure and confidential.

To the extent that your medical aid scheme covers online therapy, counselling and coaching, it is possible to have the session with a professional via Headroom and thereafter to submit the related invoice as a medical aid claim. In this regard we suggest that that you refer to your specific medical aid scheme’s rules and guidelines with regards to telehealth or telemedicine for mental health. Each of the schemes have specific guidance.

If you wish to claim from your medical aid, please ensure that:
      – the professional you are booking with is medical aids approved and their profile shows that they have a “BHF number”;
      – mention this in your session, so the professional can issue you with a medical aid compliant invoice without delay.

Headroom supports the medical aid claims administration of professionals’ practices. For details, please inquire by contacting us. 

This would be a breach of our terms and conditions. Headroom also may not disclose a professional’s personal contact information to you outside the platform’s normal booking process. 

Professionals value their privacy and their ability to decide when and how they engage with their work. For this reason, follow-up discussions, resources, and “homework” should be dealt with during the session itself. 

If you wish to share specific information with your professional before the next appointment, you can do so in the Notes attached to your booking. 

Test connection environment You are able to test your connection by selecting the ‘Test Connection’ button on your Upcoming Sessions tab. This launches a test room where you are able to confirm if your audio and video are operational.

To check deeper, please follow the steps below:

If you are receiving messages regarding ‘packet loss’ during a session, try one of the following:

• Reboot computer
• Move closer to your Wifi router

(Packet loss is different from your speed test or download speed. Packet loss reflects UDP data, which is the data transmitted when you stream live media.  When streaming live media, network issues often relate to an OS-level root cause. That is why, if you’re having issues, rebooting can be effective).

• Recommended browser: Google Chrome
• Update to latest version
  • Click the three dots in the top-right corner.
  • Select Help.
  • Click About Google Chrome.
  • Chrome will automatically check for and install available updates.
  • Restart your browser if prompted.
• Check That Cookies Are Enabled
  • Click the three dots in the top-right corner of your browser.
  • Select Settings.
  • Click Privacy and Security.
  • Select Third-Party Cookies.
  • Ensure cookies are enabled or that Headroom is allowed as an exception.
• Grant Camera and Microphone Permissions
  • Open Headroom, login and join your session link
  • When prompted, click Allow for camera and microphone access.
  • If you accidentally selected Block, click the padlock icon next to the website address and update the permissions.
  • Close Other Applications Using Your Camera or Microphone (Applications such as Zoom, Microsoft Teams, Google Meet, Skype, or recording software may be using your camera or microphone. Close any unnecessary applications.)
• Refresh your Headroom session and try again or clear your browser cache
• Test Your Devices
  • Ensure the correct microphone and camera are selected.
  • Test them in another application to confirm they are functioning.
• Refresh Your Browser
• A simple refresh can often resolve temporary connection issues.
• Rejoin your session if timed out (i.e. login again)
• Restart Your Device
• If the issue persists, restart your computer, then try joining the session again.
• Try an Alternative Browser
• If you continue to experience issues, try joining the session using an alternative browser suggested above. (e.g. Safari, Mozilla Firefox, Office Browser (Edge), Opera, DuckDuckGo, Vivaldi, Perplexity Comet) – please follow the above steps on your preferred browser
• Still Need Assistance?
If you have completed the above steps and are still experiencing difficulties, please contact the Headroom support team and provide:
• A screenshot of any error message received.
• The browser you are using.
• The device type (Windows PC, Mac, laptop, tablet, etc.).
• Whether the issue relates to your camera, microphone, or both.

The virtual room is available only for the booked session time and will close automatically at the scheduled end time. A countdown timer
appears at the top of the screen to help both you and the professional to keep track of time.

It is important for you to allow the professional to guide the flow of the conversation in a way that allows for a calm, natural
ending.

As a rule, the session should not run up to the final second with a major issue still being opened, explored, or emotionally intensified. Instead, aim to pace the discussion so that there is enough time to slow down, pull the main threads together, and bring the
conversation to a contained and meaningful close.

It is possible to book multiple sessions with one or more professionals, AS LONG AS you are not booking with any of them for the first time. 
First time bookings require some additional compliance steps which our system can’t handle concurrently. 
If you are for example trying to book Discounted Matching Sessions with 2-3 professionals for the first time, to see who will be the best fit, please make these bookings in separate transactions. 

You can book multiple sessions with the same professional by selecting “recurring” A virtual room is only reserved when a session has been approved (which requires payment to be made). As such the system has been designed to proceed to checkout after booking a session. Should you wish to book additional sessions, simply return to your dashboard (by selecting ‘My Dashboard’ in the personalised drop down box or click on the “back” button in the browser), select the Book New Session tab on your client dashboard and book another session.

Your booked sessions will accumulate in your cart allowing a single checkout.

In order to create an account you are required to provide a First and Last Name which will be visible to professionals with whom you book sessions. You are entirely within your rights to provide an alias for this purpose.  Your Client Profile on Headroom is visible only to you, the owner of the profile.

On your client registration form we also ask for your Billing Name and Billing Address. These details are required for the purposes of the professional raising an invoice to the client and the client submitting a medical aid claim, just like in the physical therapy rooms.  If you wish to claim from your medical aid, you will need to provide your correct details.

Public webinars are an excellent way to gain valuable insights and resources very affordably. However, ensuring that these sessions remain a safe and comfortable space requires careful attention to privacy, confidentiality, and discretion. As a platform, we prioritize these values to protect attendees while fostering a supportive environment for learning and sharing.

How We Ensure Privacy, Confidentiality, and Discretion

As presenters, we take deliberate measures to anonymize our webinars and safeguard participant identities:

1. Anonymized Participation: The Zoom meeting settings are configured to hide attendees’ names, photos, or live videos unless they voluntarily choose to enable them.
2. Secure Platforms: We use secure platforms with encrypted connections to ensure that all communication remains protected from unauthorized access.
3. No Recordings Without Consent: Sessions are not recorded or distributed unless explicit consent is provided by all parties involved.
   
   

How Attendees Can Anonymize Themselves

Attendees can take the following steps to further ensure their anonymity while participating in webinars:

1. Use a Pseudonym: When joining the webinar, replace your real name with an alias or initials.
2. Turn Off Video and Audio: Keep your camera and microphone off unless you are comfortable sharing.
3. Disable Profile Photos: Remove or replace profile photos with neutral images to avoid identification.
4. Adjust Background Settings: If video is enabled, use a virtual background to obscure your environment.
   
   

How to Remain Undisturbed During Webinars

To fully focus on the webinar, consider these strategies to minimize interruptions:

1. Inform Family or Colleagues: Let those around you know that you are attending a private session and need uninterrupted time.
2. Choose a Quiet Location: Find a space where you can participate without distractions or background noise.
3. Use Headphones: Wearing headphones ensures privacy and reduces the chance of others overhearing sensitive content.
4. Silence Notifications: Turn off notifications on your devices to avoid interruptions during the session.
5. Schedule Strategically: Plan your attendance during a time when you are least likely to be disturbed.
   
   

Tips on Exercising Discretion

Discretion is a shared responsibility that ensures everyone’s experience remains positive and secure. Here’s how attendees can practice discretion:

1. Respect Confidentiality: Avoid sharing or discussing the names, identities, or contributions of other attendees outside the webinar.
2. Avoid Recording: Do not take screenshots, record audio, or save chat messages without explicit permission.
3. Be Mindful in Discussions: If sharing webinar insights with others, do so in a way that does not disclose specific details or identities.
4. Practice Empathy: Recognize that others may share vulnerable or sensitive information and treat it with care and respect.
5. Follow Post-Session Guidelines: If the platform provides confidentiality agreements or guidelines, adhere to them strictly.

If your session could not take place because of technical problems on the Headroom platform, or because your practitioner did not join the session, please contact us at admin@headroom.co.za at your earliest convenience.

Our team will look into the matter and assist with arranging a rescheduled session.

Headroom

We publish user experiences to help people make informed choices. 
As a policy, we do not remove user experiences simply because they are negative or disputed.

We may edit, pause, or remove one if it:

• is not linked to a verified booking on Headroom

• includes harassment, threats, hate speech, or abusive language

• includes identifying or private information about any person

• includes excessive session detail that risks confidentiality

• is spam, promotional, or appears manipulated

If a user experience is disputed, we may temporarily pause public display while we verify the booking and assess the content against our policy. This pause is not a finding in favour of or against either party.

Clients

We encourage everyone to share their experiences – both the inspiring ones and the constructive ones. 

To keep them fair, keep your comments focused on your personal experience (what felt helpful or unhelpful), avoid mentioning names, identifying details, or detailed session content. 

If you have a serious concern about care or safety, please do not hesitate to contact us on admin@headroom.co.za. We will ensure your continued support and, where appropriate, help you find a different professional and a more suitable match.