Headroom is South Africa’s first online mental health and psychosocial support platform enabling fast, affordable and discreet access to a wide range licensed professionals (psychologists, psychiatrists, social workers and counsellors) for anyone seeking support for their mental, emotional and social well-being.

Any Client can use our platform and access any listed Professional, compare costs in a flash, and enjoy a peace of mind that the choice is in their hands. Any licensed Professional can join and offer their services through our platform, subject to our verification.

Headroom helps improve therapy, counselling and coaching outcomes through enabling more personalised matching between a client and a professional, decoupled from the geographical confines of physical meeting rooms.

We are independent, meaning that we are not affiliated with any medical aid scheme and can therefore bring you impartial service.
We are human operated, we do not use AI in the matching process, we do not control pricing and we do not allocate clients to professionals or viceversa. We do not employ nor manage the professionals that appear on our site. Headroom provides a secure, private and reliable communication channel between the professional and the client.

Online therapy, counselling or coaching takes you on a journey of self-discovery and provides you with the tools and support required to live your life to your fullest potential. By identifying and dealing with emotional, psychological or social difficulties, you are able to liberate yourself from what is holding you back and focus your energy on the areas that propel you forward.

Headroom hosts a range of professionals who can support you in matters ranging from mental health care, work related challenges and medico-legal matters to personal growth and development.

Interventions include general advice, specialised support and specific therapeutic approaches.

If you have been diagnosed with a severe mental illness and/or have been advised to remain under psychological supervision or psychiatric care please consult with your assigned professional or doctor as to the appropriateness of this site in your specific circumstances. If you are a minor, your parent or guardian needs to consent to your use of Headroom.

Headroom is not appropriate for emergency situations or if you have thoughts of hurting yourself or others (please refer to the list of emergency numbers in South Africa).

Effective use of Headroom requires a device that can connect to a reliable internet connection.

The world changes fast and the global body of research expands constantly and at an astronomical rate. Headroom works with practitioners who are not only passionate about what they do, but who also have a professional responsibility to continually update their knowledge
and skills in order to maintain valid licenses to practice and for the end benefit of the client.

The professionals are psychologists, psychiatrists, social workers and counsellors duly licensed by reputable professional registration bodies in their respective countries which require them to keep up to date with the relevant continuous professional development requirements, enforce their compliance with a professional Code of Conduct and Ethics and prescribe quality of care standards expected of their profession. Each is verified before being authorised to offer their services and accept client bookings on the Headroom platform.

South Africa

We list professionals registered with  the Health Professions Council of South Africa (”HPCSA”), the South African Council for Social Services Professions (“SACSSP”) or Association for Supportive Counsellors and Holistic Practitioners (“ASCHP”). 

Some healthcare service providers are also registered with the Board of Healthcare Funders (BHF). This is essential when a client wishes to claim the cost of sessions from a medical aid scheme. 

As a client, you can find the registration and practice (BHF) numbers and detailed descriptions of each professional by clicking on their profile.

Each of the professional industry bodies with whom the Headroom’s therapists, counsellors and coaches are registered issues a Code of Conduct and/or Ethics. These Codes prescribe a set of norms, standards, rules and responsibilities associated with proper and ethical conduct that every professional member must follow.

Follow the links below to view the Codes:

• • • HPCSA Guidelines for Good Practice in the Health Care Professions 
    • HPCSA Guidelines for Telemedicine in South Africa
    • South African Professional Conduct Guidelines in South Africa (PsySSA)
    • Policy Guidelines for Course of Conduct, Code of Ethics and the Rules for Social Workers (SACSSP) 
    • Association for Supportive Counsellors and Holistic Practitioners (ASCHP) Code of Ethics
  •  

There is no upfront cost for registering on Headroom. It is only upon booking a session that you will be prompted to make payment. Session rates are determined by the respective professional. The rate per session is dependent on the length of time of the session, the levels of qualification and the experience of the professional. A professional may offer reduced rates for recurrent sessions.

As an alternative to ad hoc sessions we are working on a subscription model to make long term therapy more affordable for you.

In the interim, please look for discounted packages for multiple sessions when selecting the session type during booking.  Many professionals also offer deeply discounted matching sessions which are always worth it to establish a good fit and may give the parties an opportunity to negotiate special rates.

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.

Following the Covid-19 worldwide restrictions, online therapy, counselling and coaching have become mainstream and the effectiveness of this mode of receiving support is virtually undisputed. 

What makes online interventions most effective is your commitment to the process and having access to the right advice at the right time. And it also helps that online contact removes the need for travel, extra time and the often related unnecessary stress that can come with in-person appointments.

We make it easier for you to connect, so that you can focus on your attendance and improvement. We give you access to a number of professionals far beyond those within the geographical area you can easily travel to. We bring the choice of professionals to your fingertips so that you can quickly compare the available alternatives and take immediate action. No unnecessary emails or phone calls to a practice before you can settle on a suitable time – you can view the professional’s availability and book sessions 24/7. 

We believe that prevention now is better than a cure later and that positive results start with early action.
We make it our mission to help you achieve the best possible results in whichever way we can.

You can access more information on the effectiveness of online interventions in our blogs. You can also Sign up to receive our free Guide to help you consider if online support is for you.

If conducted in the correct manner, online therapy, counselling and coaching works very much like in the physical world.

In the same way as face-to-face communication requires an appropriate level of social etiquette in order to be constructive, online communication is also governed by a certain ‘netiquette’, a code of polite behaviour for virtual communications environments.

Appropriate preparation is also important to maximise the effectiveness of the engagements you have with your therapist, counsellor or coach.

You can access more information on the effectiveness of online interventions in our blogs. You can also Sign up to receive our free Guide to help you consider if online support is for you.

It is important to note that professionals are subject to the same professional standards and regulations irrespective of whether the session is conducted online or in their practice. 

Many professionals offer the option of online sessions via informal channels (Whatsapp etc., various other business channels). These are often freely accessible video-enabled platforms, which are however NOT SUITABLE for online therapy, as they lack the digital and other safeguards required to ensure the privacy, security and confidentiality of the client’s information and the clinical relationship.  

If you got to this point of our website, your concern or interest are important to you and have prompted you to seek answers.
Maybe you truly need therapy and maybe what is truly needed is counselling, coaching or just a simple regular chat about how things are going in your life and work. 

If you are asking yourself this question because you are unsure of whether or not to proceed with booking a session with a professional, there are various mental health assessment scales and questionnaires available online which you could complete to gain a better understanding of your emotional and psychological state at present.

That said, there is no harm in scheduling an introductory session with a professional to commence conversation. Many people in need of support delay seeking it. The very issues that are often cited as excuses to avoid professional support are the issues that they need help for.

Some professionals offer (almost) free introductory sessions which may be beneficial in assisting you to unpack your questions and expectations and assess the most appropriate next steps for you.

We can also help you unpack your situation, preferences or doubts in our Guidance Session.  

A confirmed session needs to be paid for in full at the time of booking. Sessions can be cancelled up to 24 hours in advance and such sessions will be refunded, in as far as the basis for cancellation is reasonable. Sessions can also be rescheduled to limit the need for cancellations and rebookings. An admin fee of R250 will be charged to the user responsible for initiating the cancellation to cover the transaction and platform related fees incurred by Headroom.  The refund policy depends on the relevant circumstances and has been designed in such a way as to protect the interests of both the professional and the client. Please note refunds will be issued at the end of the month or first week of the following month.

We send both parties a notification including a calendar invitation for the booked session. The client can cancel or reschedule should the date and time no longer be suitable.

Punctuality and session attendance:

• If you are not punctual in terms of attendance of a session,  the lost time will not be substituted.
• If you fail to sign in for a scheduled session for whatever reason, an admin fee of R250 may be charged to you to cover the transaction and platform related fees incurred by Headroom.

Technical glitches:

• If the session is compromised for any reason due to technical issues on our platform, please immediately contact us for assistance. In the event that the issue cannot be resolved, the participants will have the choice to reschedule the session or request a full refund.

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

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

For Clients: The tab ‘Cancel/Reschedule Session’ on the client dashboard lists the approved sessions. Simply select the associated ‘reschedule’ button and confirm the new date and time. An email notification will automatically be sent to the session participants and the respective dashboards will automatically be updated.

For Professionals: A Headroom administration fee of R250 per session will apply for any rescheduling of sessions by the professional.

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

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. 

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 information with your professional before the next appointment, you can do so in the notes attached to your booking. 

You can also leave a “User Experience” on any of your past sessions via your Dashboard / Past Sessions and mark it “private”. The professional will receive this directly in their email.

Should you require any support whatsoever, make use of the contact form or send us an email and we will respond as soon as possible.

Our pricing is currently shown in South African Rand (ZAR). 
We work with clients worldwide and accept all types of credit cards. Whichever currency you wish to pay in, your bank will translate the amounts accordingly. 

Should you wish to delete your account for any reason kindly send an email and we will gladly assist you with no questions asked. 

Before requesting deletion of your account kindly cancel any pending sessions. Our procedures will verify that this has been done and we also verify whether there are any amounts owning to you before deleting your account.

In order to change your password you need to be logged in to your account. Then hover over the top right hand corner, where it says ‘Hello’, and select ‘My Account’ from the drop down list. This will take you to your Account Page, where you will find the ‘Change Password’ option.

We are unable to change the email address of your existing account. Should you wish to change the email address, you’ll need to create a new client profile, which however will not have your old account’s history. Having two profiles is not advisable as it may be confusing from login and notifications perspectives. Kindly send us an email and we will gladly assist you with this process to avoid complications. 

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.

Test connection environment

You are able to test your connection by selecting the ‘Test Connection’ hyperlink associated with each booked session. Selecting this hyperlink launches a test room where you are able to view your own image on the screen to confirm that the camera is operational.

The video and audio can be switched on or off by selecting the camera or microphone icon in the bottom left hand side of the screen. Note that the icons are presented with a strike through line. When the icons are black the camera and microphone are active/switched on. When the icons are red then they are inactive/switched off. In both instances a strike through line is visible.

In the right-hand corner of the test screen is an icon made up of three little dots. Clicking on this icon launches the settings for the test room. We encourage all users to familiarise themselves with the layout and settings of the video conferencing room:

Camera/microphone settings: allow you to change the source of the mic: microphone sound, camera, video image and speakers, sounds speakers. In order to test the speakers, you are able to run a sound test by clicking on ‘play test sound’.

Video quality: this allows you to select the video quality (high, low or camera off – which should only be done to save bandwidth).

Active speaker view: determines whose image is to be displayed more prominently.

Virtual room

In addition to the features in the test connection environment, the virtual room also has a setting which provides feedback on the quality of the internet connection. If you are experiencing some granularity in the video images initially, allow a 1-2 minutes for the connection to stabilise.

If you regularly receive the message ‘retrying’ this is likely related to network. It is useful to also keep in mind that the video conferencing sessions are taking place in a browser. Therefore, if you are experiencing problems, one workaround is to quit the session in the browser you are currently using and reopening it in new browser. The calls can be conducted via the following browsers: Chrome, Firefox, Safari and Edge, in order of preference and quality. Chrome is the recommended browser and delivers most consistent quality video.

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).

The virtual room made available for a booked session is available only for the duration of the session and will automatically close at the ending time associated with the session. There is a countdown timer at the top if the screen to assist both professional and client to bring the session to an appropriate close before closure of the virtual room.

It is possible to book multiple sessions.

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. Moderated Sharing: Any contributions made via chat or Q&A are moderated and anonymized before being shared with the larger group.

4. 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.

Conclusion

Privacy, confidentiality, and discretion are the cornerstones of any successful mental health webinar and/or therapy group. Together, we can foster an atmosphere of trust and empowerment, allowing everyone to benefit fully from the experience.

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 [email protected]. We will ensure your continued support and, where appropriate, help you find a different professional and a more suitable match.

When does a profile get deactivated?
Deactivation can be automatic or instruction-driven. 
If you cancel or do not renew your subscription and once the notice period linked to your active subscription plan has expired, your account will be deactivated automatically. If you ask us to deactivate your account for reasons such as studies, sabbatical, maternity leave, prolonged travel, or a decision to pause or stop practising through the platform or work in private practice at all, we will deactivate your account as per your instruction. 

What happens when my account is deactivated?
Your profile will no longer be bookable by clients. You will also lose access to your dashboard and will not be able to join meetings linked to that account. Where any outstanding administrative actions remain necessary in respect of particular client cases, such as medical aid invoices or similar documentation, Headroom will contact you to arrange an orderly handover.

Can I return to Headroom later and have my previous profile reactivated?
Yes. You may return at any time. In most cases, your previous profile can be restored with its historical data, including past session count, shared user experiences, and client or platform records associated with that account.

Is there a fee to reactivate my previous profile?
Yes. A reactivation fee of R799 applies, in addition to the subscription plan you select going forward. Or you may open a brand new account at no additional cost beyond your selected subscription plan. A new account will not include any history from your previous profile.

Client continuity of care is a basic code-of-conduct requirement in the professional practice of mental health. We therefore rely on your utmost professionalism to handle any intended exit from the platform as responsibly, transparently, and collaboratively as possible with Headroom.

Why are Headroom subscriptions set up on recurring billing?
Each subscription plan includes recurring billing because it signals the intended duration and stability of your commitment to practising through Headroom. As long as your subscription remains active, Headroom can make your profile available for bookings with confidence that your practice remains stable and that client bookings will be honoured.

What happens if I intentionally cancel my subscription or do not renew it?
Ending your subscription is not treated as a simple consumer cancellation (think news or streaming).
Because Headroom operates in a professional mental health environment,
any exit from the platform must be managed carefully to protect legal,
compliance, administrative, access-control, and client
continuity-of-care interests.
If you cancel your subscription or fail to make a renewal payment, Headroom will treat this as a signal to begin winding down your active responsibilities in relation to Headroom’s clients and platform.

What is the notice period for?
A notice period applies before the expiry of your subscription. During that time, your account remains active for existing bookings only, but no new client bookings will be assigned to you. This allows time for an orderly handover, client communication where necessary, and proper continuity-of-care arrangements.

What if I cancel too close to renewal for proper notice to be given?
If cancellation occurs too close to the renewal date for Headroom to manage the transition responsibly, and insufficient notice results, you will be liable for a further subscription fee equivalent to your most recent subscription plan for one full additional term. Headroom also reserves the right to recover any reasonable costs arising from the disruption.