Existo – Couples Counselling & Life-Choices Coaching

Terms and Conditions

and Privacy Statement

Existo vzw (Belgian association)

These general terms and conditions determine the way in which Existentiële Welzijnszorg vzw (Existential Wellbeing Care association), trading under the name Existo (hereinafter: Existo), offers and performs its services. Existo is a non-profit association (VZW) with its registered office in Eksterstraat 6, 2440 Geel, Belgium (CBO / VAT BE 0897.330.172, Company registry in Antwerp, department Turnhout ), and actual Seat at Boterpotlaan 30, 2910 Essen (Province of Antwerp), Belgium.

Unless explicitly agreed otherwise in writing, these conditions take precedence over any conditions of the customer. They apply to all offers, packages, routes, programs, intensives and retreats, and to all agreements between Existo and its customers.

Content

Article 1: Definitions and applicability

1.1 Definitions

Offer: Any quotation, offer or quotation from Existo, in writing or by e-mail.

Service: the services that Existo offers and that the customer purchases, including relational counselling and life choice coaching (face-to-face or online). The services cannot be regarded as medical, psychological or psychotherapeutic treatments.

Customer: the natural person (consumer) or legal person who enters into an agreement with Existo and accepts these conditions.

Agreement: the legal relationship between the customer and Existo regarding purchase of services.

Counseling: short-term, targeted consultation interviews focused on insight, communication and decision-making (individual or as a couple). No diagnoses are made and no disorders are treated.

Coaching: counselling services focused on life choices, personal development and strengthening relational skills. Existo does not act as a healthcare provider.

Session: a planned coaching, counseling or intake session, whether or not as part of a package or intensive, with a duration according to agreement.

Package: the number of agreed sessions that Existo delivers to the customer, as specified in the offer or agreement (online and or on location).

Intensive: a multi-day activity organised by Existo (for example workshop, retreat, training or event), individually, as a couple or exceptionally in a group, online or at a location designated by Existo.

1.2 Applicability

These conditions apply to all current and future offers and agreements regarding the services of Existo. By accepting the offer or booking a service, the customer declares to have read and accepted the conditions. General (purchase) conditions of the customer are explicitly rejected.

1.3 International services

1.3.1 Sessions outside of Belgium

Existo is a Belgian non-profit organisation. If a session or part of a package or intensive takes place outside of Belgium, these conditions and the agreed choice of law continue to apply, subject to mandatory local legislation. Existo supervisors are volunteers. Volunteer expenses are only reimbursed on the basis of actual, documented expenses.

1.3.2 Separation of service of existo with stay and catering

Coaching by Existo is independent of optional accommodation that can be booked directly by the client. Accommodation is billed directly to the participant by the local host. Existo does not invoice a stay or catering, does not offer a bundle price and does not facilitate linked bookings. There is no authority or subordination relationship between the host and the supervisors of Existo.

1.3.3 Titles, care framework and emergency situations

Existo and her supervisors do not use protected care titles (such as psychologist, psychiatrist or psychotherapist) and do not provide psychotherapy or health care. We work in a non-medical coaching and counselling framework and, where necessary, refer to competent healthcare professionals.

For emergencies or psychological crisis: call 112 or contact a helpline (BE: 1813; NL: 113 or 0800-0113; FR: 3114; DE: 0800-1110-111 or 0800-1110-222; UK: 116 123; US and CA: 988) or consult a doctor, psychologist or psychiatrist.

1.4 Online sessions

Online sessions are generally conducted from Belgium. To the extent permitted by law, Belgian law applies. If work is done exceptionally from another country, this choice of law will continue to apply, subject to mandatory law. The customer provides adequate internet connection and equipment. Access links and content are personal and may not be shared without permission.

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Article 2: Offer and acceptance

2.1 Offer

Existo always makes its offer in writing (including by e-mail or via the website). Quotations state the proposed services, rates and any special conditions. Existo may change rates or conditions of a non-accepted offer after prior notification.

2.2 Acceptance

An agreement is concluded as soon as the customer explicitly accepts the offer (signing, e-mail confirmation or start of package, session or intensive). By acceptance, the customer declares to agree with these conditions.

2.3 Consumer right of withdrawal

With remote services, the consumer has a legal cooling-off period in accordance with applicable law. If the consumer requests execution within the cooling-off period, he acknowledges that the right of withdrawal will lapse as soon as the service has been fully delivered and that in the event of partial delivery a proportional compensation may be due according to the standard rates, without taking any discounts granted into account. No right of withdrawal may apply to services with a fixed date or period (for example an intensive with fixed dates).

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Article 3: Implementation

3.1 Intake

An intake can take place before the start of a package. If the customer chooses to start after intake, payment is due in accordance with the quotation, even if the customer decides to stop later (see cancellation and relocation).

3.1bis intake procedure and questionnaires

  1. Prior payment and condition until start
    After prior payment of the first session or package (including an intake package) the customer receives one or more questionnaires. Completely and truthfully filling in and returning these questionnaires is a suspensive condition for having the first intake session or the first session go ahead.
  2. Mandatory information
    The customer provides all requested data in full, including at least: identification data, relevant history, current request for help and objectives, safety or risk factors, contact details of the general practitioner and / or treating psychiatrist and, where appropriate, an emergency contact. The customer is responsible for the correctness and reports subsequent changes without delay.
  3. Consequences of incomplete delivery
    If questionnaires have not been received on time, answers are incomplete or inconsistent, or essential data are missing, EXISTO: (a) postpone the session or start and treat it as a displacement according to the applicable regulation, or (b) cancel and treat it as a Cancellation by the customer with application of the cancellation fees.
  4. General practitioner, psychiatrist and emergency contact
    In principle, this data is only used with your prior permission. In life-threatening situations or in acute serious danger, Existo may, in line with the law and the principle of proportionality, take necessary steps in the interest of safety.

3.2 Implementation and location

Existo executes the agreement after written confirmation and receipt of the amounts due. Location and times are determined in consultation and, if necessary, can be adjusted by Existo as long as the core performance is maintained.

3.3 Exercise commitment

Existo provides an effort commitment and no result commitment. Results also depend on the commitment of the customer. The customer provides correct and complete information in good time. Existo is not liable for damage due to incorrect or incomplete data of the customer.

3.4 No health care, no legal services

Existo does not perform a medical or psychological diagnosis or treatment and does not provide legal services or representation. In crisis situations, the customer must immediately call in professional help (see Article 1.3.3). Existo can cease and refer a process if the question exceeds the limits of coaching or counselling.

3.5 Cancellation and relocation by the customer

3.5.1 Sessions

Cancellation: In case of cancellation by the customer, 100 percent of the rate is due.

Relocation: once free of charge if requested in advance and in writing. Afterwards: less than 7 days in advance: 25 percent; Less than 48 hours: 50 percent; No-show: 100 percent (not possible).

Rules: The new date is within 2 months after the original date; Maximum 1 relocation allowed; Additional changes count as cancellation. External costs (location, preparation, travel costs) can be additionally charged. Changes must be confirmed by e-mail, SMS or WhatsApp. Social media messages are not accepted.

3.5.2 Intensives (multi-day, exclusive of reserved dates)

Cancellation: 100 percent of the rate due.

Relocation: once allowed on written request. When moving less than 2 weeks before the original start date, Existo can charge 25 percent of the rate as a re-booking cost. Less than 1 week in advance: 50 percent; Less than 48 hours in advance: 75 percent; The day itself or no-show: 100 percent (not possible). Once the more expensive percentage has started, this will continue to apply to the subsequent changes within one agreed intensive.

The highest applicable fee applies; Fees are not accumulated. The new date is within 2 months after the original date; Maximum 1 move.

3.6 Force majeure

In case of force majeure or unforeseen circumstances (including illness, malfunctions, travel restrictions), Existo can move, interrupt or, if necessary, cancel sessions and intensives. Amounts already paid for non-delivered services are refunded in proportion. Further compensation is not due.

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Article 4: Rates and payment

4.0 Prepayment

All services of Existo are prepaying. The full payment of the relevant session, the package or the intensive must be received before the start. In the absence of timely advance payment, Existo reserves the right to cancel the planned appointment; This is equated with a cancellation by the customer under article 3.5.

4.1 Rates and VAT

Rates are stated in the quotation or on the website. Existo applies the exemption for small businesses; No VAT is charged as long as the conditions are met. The medical and healthcare exemption does not apply because Existo does not provide health care. If VAT is due, this is explicitly stated on the quotation or invoice.

4.2 Change rates

Existo can periodically adjust rates and communicates changes for future services in a timely manner. The agreed rates apply to already confirmed assignments, unless otherwise agreed.

4.3 Payment term

Invoices are payable within 8 days after the invoice date, unless otherwise agreed in writing.

4.4 Late payment and collection

In case of late payment, the customer is in default by operation of law. Existo can charge omission interest and reasonable collection costs and suspend or terminate the services. As a flat-rate collection cost, 100.00 euros per unpaid invoice can be charged and, after notice of default, 10 percent damage clause on the outstanding balance (minimum 50 euros, maximum 2,000 euros), without prejudice to the right to claim higher actual costs.

4.5 Travel and accommodation costs

Travel, accommodation and location costs are not included, unless stated otherwise. Sessions and intensives outside of the regular practice locations can entail additional costs that are communicated in advance or specified on the invoice.

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Article 5: Duration and termination

5.1 Duration

The duration of a package or intensive is as stated in the quotation or program info.

5.2 Premature termination by the customer

In principle, packages or intensives cannot be stopped prematurely. Stopping in the interim does not entitle you to a refund; The full payment will remain, without prejudice to Article 3.5.

5.3 Termination by Existo

5.3.1 Grounds

Existo can terminate the agreement in whole or in part with immediate effect in the event of: (a) material breach of contract by the customer (including non-payment, repeated late cancellation, non-compliance with house rules); (b) cross-border, unsafe or intimidating behaviour; (c) professional or ethical counter-indication or conflict of interest (including limited secrets policy, contraindications for relationship work, incorrect or incomplete information, refusal of necessary individual sessions); (d) reasonable safety concerns; (e) fraud or abuse; (f) Force majeure or operational reasons that make implementation impossible.

5.3.2 Financial settlement: Recalculation at standard rate

Insofar as permitted by law, all services already delivered are recalculated at the current standard rate per individual session or part of the day, without package discounts. Discounts and package benefits are cancelled.

Packages: already recorded sessions (including intake, preparatory work and possibly individual sessions delivered by Existo) are valued at the standard rate per session. Only the remaining balance of the amount already paid after deduction of this recalculated value will be refunded. If the recalculated value exceeds the amount already paid, the difference is immediately due.

Intensives: sessions already delivered, half-days and preparations are valued at the standard day or session rate. Non-recoverable external costs remain due. Only the remaining balance after deduction of the recalculated value is refunded; If the recalculated value is higher, the difference is immediately due.

Where both recalculation and cancellation fees apply, the highest applicable fee applies; Fees are not accumulated.

5.3.3 Consequences

Termination automatically cancels all future appointments. Rights and obligations that continue to apply in their nature (including confidentiality, data protection, intellectual property and payment obligations) remain in force.

5.3.4 Resumption

A possible later resumption is only done in mutual consultation and under the then applicable conditions and rates. Existo is not obliged to do so.

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Article 6: Confidentiality, security and data protection

6.1 Contractual confidentiality

Existo treats information that is shared in the context of the supervision in principle confidential. However, Existo and its supervisors do not fall under medical or criminal professional secrecy since they do not provide psychotherapy. Confidentiality is contractual and is guaranteed within the limits of the law and of the provisions in this article and in the privacy statement below.

6.2 Minimum notes

Existo works with minimal, functional notes, exclusively for follow-up, quality assurance, planning and administration. For retention periods, security and your rights: see the privacy statement below.

6.3 Recordings (audio and video)

Sessions are only recorded if the customer agrees before and explicitly. This is done per session online. Recordings are not mandatory, but strongly recommended to enable the supervisors to review the case and offer more appropriate guidance.

Recordings can be used not only for self-reflection and quality assurance by the supervisors, but also, where appropriate, in a confidential setting of supervision or intervision with professionals who are bound to discretion. Preservation, deletion and exceptions to disputes: see the privacy statement.

6.4 Homework, preparation and progress of sessions

We can give homework or preparatory assignments because this can be essential for the quality, safety and efficiency of the process. If a client has not or only partially done the agreed homework and we judge that the session cannot take place as a result or not, we reserve the right to move or cancel the session in accordance with Article 3.5.

Where possible, we will first propose a reasonable alternative (for example, the rescheduling of the session, or a short tuning session only focused on planning and conditions). If rescheduling or cancellation is required, the cancellation and relocation rules as included in Article 3.5 apply.

6.5 Security, crisis situations and ethical reports (suicide, self-harm, violence)

  1. No crisis service and no health care
    Existo provides coaching and counselling in a non-medical framework. We are not doctors, no psychotherapists and no crisis service. We do not offer 24 hours on 24 accessibility or acute care. In the event of (imminent) suicide risk, self-harm, violence or other acute crisis, it is the responsibility of the customer to immediately call in specialized help (112 and whether the national help lines in Article 1.3.3) and, if necessary, a doctor, psychologist or psychiatrist.
  2. Our role in increased risk
    When we receive signals of an increased risk of suicide, self-harm or damage to others, we can pause or end the guidance when the situation exceeds the limits of coaching or counselling, insist on specialized help, request a safety plan, and where reasonable cooperation with authorized professionals within the limits of permission and law.
  3. General practitioner, psychiatrist, emergency contact and partner
    The customer provides the contact details of the general practitioner and / or treating psychiatrist at intake and, where appropriate, an emergency contact. In principle, we only use this data outside the emergency contact with prior permission. If the customer does not give permission to contact a doctor, psychiatrist, emergency service, Existo reserves the right to inform, within the limits of necessity and proportionality, emergency contact and or the partner participating in the Couples Counseling when this is reasonably necessary To limit chronic danger.
    In life-threatening situations or in acute serious danger, Existo can contact emergency services and / or the police, the general practitioner or psychiatrist directly without prior permission from the client or partner or the emergency contact. Information.
  4. Breakthrough of confidentiality
    If we reasonably believe that there is an acute and serious risk of suicide, serious self-harm or serious damage to third parties, Existo can break the confidentiality to the extent necessary to limit danger. We limit every communication to what is strictly necessary.
  5. Warning from third parties
    If a specific and identifiable person or group of persons runs a reasonably foreseeable risk, EXISTO can take appropriate steps where permitted by law or mandatory to reduce this risk, including informing competent authorities and / or warning the potentially threatened person, each with minimal necessary data.
  6. No guarantee
    Existo cannot guarantee that all risks are recognized in time or that damage is prevented.
  7. ground for termination
    An acute safety risk, the refusal of necessary crisis care, or the ongoing creation of insecurity can be a ground for immediate suspension or termination of the agreement in accordance with Article 5.3.

6.6 Limited secrets policy (individual sessions within a linking process)

One or both partners can have individual sessions within relationship and linking processes.

PRINCIPLES: We may refer in joint sessions to everything that is entered in individual sessions, unless you explicitly state during the individual session that a certain part must remain confidential with regard to your partner.

A strictly temporary regime applies to a limited number of large relational-relevant secrets. This includes: a current or recent affair, serious hidden debts or fraud, concealed relapse in an addiction, serious health risks such as an unreported STI, concealed children or similar information.

Only this type of big secrets falls under the limited secrets policy:

  • We do not continue to provide long-term repair work while such a secret remains active and undiscussed;
  • In principle, the partner concerned is given a few weeks to a maximum of about one month to prepare an appropriate revelation with our support and to introduce this in a joint session;
  • If no disclosure takes place after this period, we will not reveal the secret instead of the partner concerned;
  • We can end the process on the basis of an irreconcilable conflict of interest and serious professional objections and inform the other partner in general terms that we cannot continue to work for ethical reasons since there is a secret, without releasing the specific content of the secret:
  • secret listing without detailed substantive disclosure: If a partner continues to maintain a large relational relevant secret under this limited secrets policy (temporary secret) and this blocks the joint work substantially, we reserve the right to participate in the joint sessions, the individual sessions of the other partner and or at Termination of the trajectory to the other partner that there is an essential secret or essential information that makes the continuation of the linking process professionally unsustainable, without revealing the precise content of that secret and without sharing identifiable details.
  • This possibility is part of our contractual professional ethics and deviates from the logic of legal professional secrecy, under which we do not fall under your agreement. The aim is to maintain a minimum of transparency and balance of power between the partner who bears the secret and the partner who therefore remains in uncertainty.
  • Any secret statement is limited to what is strictly necessary, with respect for proportionality, security and the rights of both partners. We will never reveal the secret ourselves instead of the partner involved.

The financial settlement takes place in accordance with Article 5.3.2.

6.7 Private Detectives and Relational Brightness

Existo does not engage private detectives and does not provide operational instructions to private detectives. Calling in a private detective is a personal and legal decision of the client.

In situations of persistent doubt or impasse, Existo may in neutral terms indicate the existence of legally recognized private detectives in some jurisdictions, without choosing a party or recommending specific offices.

If a client engages an accredited private detective in an ongoing linking process, Existo can, with the explicit written permission of that client, receive a limited factual summary, only to orient the counseling process. Existo reserves the right not to process information when the origin or legality is uncertain or when processing undermines the neutrality or safety of the process.

6.8 Right of inspection and rights of third parties

Requests for access to personal data are processed in accordance with applicable data protection law. The right of access can be limited to protect the privacy and rights of third parties (for example the partner), in the spirit of Article 15 (4) GDPR, as further elaborated in the privacy statement.

6.9 Jurisdictions without AVG or equivalent regime

In countries where the AVG or a similar regime does not apply, these principles apply as contractual agreements, without prejudice to mandatory local rules.

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Article 7: Liability

7.1 Liability for training and mobile sessions (touch, moving, etc.)
Participating in the training, practicing touch and exercise in general can entail risks. Following personal training or online coaching, and participation in the processes or activities is entirely at the customer’s own risk.

7.2. The service provider cannot be held liable for the occurrence of injuries or other complications that may occur during or after training (online or not online). The customer is aware that these injuries / complications can occur due to the physical activity without there being a contractual shortcoming or negligence on the part of the service provider.

The customer is therefore obliged to report injuries, pain or fatigue in time before, during or after the training. This also applies to changes in the physical condition during the term of the agreement.

7.3. The service provider can in no way be held liable for damage, either directly or indirectly, which is the result of the incorrect use of the services offered. In addition, the service provider is not liable for damage that is the result of data provided by the customer incorrectly or incompletely or not following the advice provided in the correct or incomplete manner.


7.4. The service provider will never be obliged to pay higher compensation than provided for in the liability insurance they have taken out. In the event that the service provider’s insurance does not proceed with compensation or cover, his liability is always limited to EUR 2,000, which the customer explicitly accepts.

Article 8: Applicable law and competent court

8.1 Procedure, divorce and court

Existo does not prepare forensic reports, makes no evaluations with regard to legal procedures and does not provide medical certificates or letters to the court and does not keep any medical records. A valid court order is only answered within the limits of the law and limited to the minimum existing data.

8.2 In principle, all agreements between Existo and the customer apply in principle to Belgian law, unless explicitly agreed otherwise or mandatory law in another country requires that another law must be applied.

Disputes are preferably resolved in mutual consultation or through mediation. If this fails, the courts of the judicial district in which the registered office of Existo is established are in principle competent, without prejudice to mandatory consumer rights.

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Privacy statement: Confidentiality and data protection Existo vzw

This privacy statement forms a whole with the general terms and conditions. She clarifies how we handle personal data and confidentiality. Where nothing else is said here, the provisions of Article 6 of the General Terms and Conditions apply.

1. Controller

Existo vzw is responsible for the personal data processed in the context of our coaching and counselling services.

2. Applicable law

We follow, where applicable, the rules of the AVG, the UK GDPR, the Belgian privacy legislation, relevant Swiss provisions and equivalent local rules. We do not fall under medical or criminal professional secrecy.

3. Which data do we process

We mainly process:

  • identification and contact details (name, e-mail, telephone, country of residence, billing data);
  • Information from intake forms, questionnaires and sessions that is relevant for the process (request for help, relevant history, risk factors, contact details GP or psychiatrist and possibly emergency contact);
  • Minimum session notes (functional core notes about process and agreements);
  • Administrative and financial data (payments, invoices) that are necessary to execute the agreement and to comply with legal obligations.

We do not collect medical data with a view to diagnosis or treatment and do not keep any medical records in the sense of health care legislation.

4. Purposes and legal basis

We process personal data for:

  • entering into and executing the agreement (sessions, packages, intensives);
  • Preparing and making the process safe (intake, risk assessment, contraindications);
  • planning, organization, invoicing and accounting;
  • Quality control and professional reflection, including supervision and intervision within the limits of confidentiality;
  • safety and limiting acute serious danger (see Article 6.7);
  • compliance with legal obligations and answering a valid court order;
  • Determining, exercising or defending legal claims.

Main legal basis: execution of the agreement, legitimate interest of Existo (quality, safety, business continuity, defense in case of disputes) and, where necessary, your explicit consent (for example for admissions and for use in training).

5. Retention periods

5.1 Session notes and substantive data

We can delete or destroy notes from 2 weeks after the last session and we do not commit to keep them longer. At the same time, we reserve the right to keep some notes for up to 10 years after the last quality assurance session, to be able to resume guidance when we suspect that the customer can return, and for determining, exercising or defending legal claims.

If you start legal proceedings or formal legal proceedings against Existo, we can extend the custody beyond 10 years as long as that procedure runs and has not been definitively terminated. In that case, we also reserve the right to submit strictly relevant fragments to the court or competent authority, only to the extent necessary to respond to your allegations.

5.2 Recordings (Audio and Video)

Sessions are recorded only with your explicit permission. Recordings can be deleted from 2 weeks after the last session and we do not commit ourselves to keep them longer. At the same time, we reserve the right to keep some recordings up to a maximum of 5 years after the last session for quality control, to be able to resume supervision, and to determine, exercise or defend legal claims.

In the case of a legal proceedings or formal legal proceedings you can extend the detention beyond 5 years as long as the procedure is ongoing and has not been definitively terminated. In that case, we can present strictly relevant fragments to the court or competent authority only to answer your allegations.

5.3 Administrative and accounting data

Administrative and accounting data (such as invoices) are stored in accordance with the legal retention periods. We limit substantive details to the minimum.

5.4 Article 8: Images

Existo can take photos and videos during the process, with the permission of the customer, to monitor the progress of the customer. However, Existo will never disclose and / or reproduce photo material with the customer’s image without the customer’s prior permission. The customer will always be explicitly asked for permission for this before photo material with the image of the customer (eg before-after photo) is published or reproduced in the media, including the website and social media.

6. Recipients, processors and transfers

We share personal data and not with third parties, except:

  • With service providers that we engage as a processor (for example IT and cloud providers, video calling platforms), exclusively for making our services technically possible and under appropriate guarantees;
  • Therapeutic data with professionals in supervision or intervision, where we limit the information to what is needed and where possible (pseudo) anonymous;
  • when you give permission for this;
  • when we are required by law or when this is strictly necessary for security or legal claims (see Articles 6.5 and 6.6).

Access, data protection and internal working documents:

Within the limits of applicable data protection law, you have the right to inspect your personal data, rectification, deletion, limitation, objection and transferability. These rights can be limited when necessary to protect the rights and freedoms of third parties (for example the partner in a linking process), to guarantee the safety and integrity of the process, or to protect internal working documents and professional reflective material, in the spirit of Article 15 (4) GDPR.

In particular:

  • In principle, we do provide administrative data (such as contact and invoicing data, agreements and payments) and, where appropriate, a limited description of the performance delivered.
  • We do not provide copies of internal content notes, process notes, supervision or intervision material, or audio / video recordings. These documents are only intended for internal use by the supervisors.
  • At the express written request of the client, we can enter into a limited professional coordination or information exchange with a care provider chosen by the client, with the prior consent of the client. This is voluntary, is done to our professional assessment, and does not create any obligation to release internal notes, recordings or detailed substantive trajectory information.

7. Security

We take appropriate technical and organizational measures to protect personal data, including access restriction on a need-to-know basis and where possible (pseudo) anonymization.

8. Your rights

You have the right to inspect, rectification, removal, limitation, objection and transferability within the limits of applicable law. Some rights may be limited to protect the privacy and rights of the counselor or third parties (for example the partner in a linking process) or to protect internal notes, supervision material and anonymized training fragments, in the spirit of Article 15 (4) GDPR.

You can withdraw your consent (for example for admissions or use in training) at any time. This does not affect the legality of processing that has occurred before withdrawal.

9. Complaint

If you believe that your rights are being violated, you can submit a complaint to the competent data protection authority (for Belgium: the data protection authority).

10. Contact

For questions about this privacy statement or about the exercise of your rights, please contact us via the contact details on our website.

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Social Media and Public-Information Screening Policy

This section forms part of the Privacy Statement and General Terms of Existo vzw. It explains how Existo may use publicly available information, social media information and other online information when deciding whether to start, continue, pause or end a coaching or counselling relationship.

1. Why we may screen publicly available information

Existo works in a non-medical coaching and counselling framework. We are not a crisis service and we do not provide healthcare, psychotherapy, diagnosis or treatment. Because our work may involve emotionally sensitive conversations, couples work, intensive formats, personal vulnerability, safety considerations and professional boundary questions, we need to be able to assess whether our services are appropriate, safe and ethically workable for a particular client or couple.

For that purpose, Existo may, where relevant and proportionate, review information that is publicly available online or that the client has voluntarily provided to us. This may include public website information, public professional profiles, public social media profiles, public posts, public comments, public reviews, publicly visible business information, publicly visible litigation or media information, or other publicly accessible information relevant to suitability, safety, boundaries, conflicts of interest, fraud prevention, identity, or the practical organisation of the work.

2. Legal basis and legitimate interest

Where allowed by applicable law, this limited screening is based on Existo’s legitimate interest in assessing suitability, protecting client safety, maintaining professional and ethical boundaries, preventing misuse or fraud, avoiding conflicts of interest, protecting the safety and integrity of our work, and defending our legal position if needed.

Where the processing is necessary for preparing or performing the contract, we may also rely on the need to take pre-contractual steps or to perform the agreement with the client. Where the information is not publicly available or where applicable law requires consent, we will ask for explicit permission before reviewing or using that information.

3. What we may look at

Existo may look at information that is reasonably relevant to deciding whether we can responsibly start, continue, pause, adapt or end a trajectory. Examples include:

  • identity consistency and basic contact or professional information;
  • public behaviour that may indicate serious boundary, safety or harassment concerns;
  • public information that may reveal conflicts of interest, dual relationships or role confusion;
  • publicly visible information that may be relevant to the safety of couples work, intensive work or group settings;
  • information voluntarily shared by the client in intake forms, emails, messages or sessions;
  • information necessary to assess whether the client’s request falls within Existo’s non-medical coaching and counselling framework.

We do not use social media screening for curiosity, entertainment, moral judgement, commercial profiling or intrusive monitoring. We do not use automated scraping tools, fake accounts, deception, hacking, pressure to grant access, or covert monitoring of private spaces.

4. Public information is still personal data

Information found online may still be personal data, even when it is publicly visible. Existo therefore limits the review to what is relevant and proportionate for the purpose described above.

We do not deliberately seek special-category information such as health data, political opinions, religious or philosophical beliefs, trade-union membership, ethnic origin, biometric data, genetic data or criminal data. If such information appears incidentally in public material, we will normally disregard it unless it is directly and materially relevant to safety, suitability, legal claims or the ethical integrity of the work, and unless applicable law permits us to take it into account.

5. When we may ask for additional information

If publicly available information or information provided by the client raises questions about suitability, safety, conflicts of interest, role clarity, risks in couples work, or the limits of our non-medical framework, Existo may ask the client for clarification before deciding whether to start, continue, adapt, pause or end the work.

Existo may refuse to start, pause or end a trajectory where, in our professional judgement, the available information creates reasonable concerns about safety, boundaries, suitability, contraindications, incomplete or inconsistent information, conflicts of interest, harassment, fraud, misuse of our services, or a request that falls outside our role.

6. Social media contact and boundaries

Accepting, sending or maintaining a social media connection, such as a Facebook friendship, LinkedIn connection, follow or similar contact, does not create a therapeutic, medical, counselling or emergency relationship. It also does not mean that Existo will monitor the client’s social media, provide support through social media, or treat social media as a confidential counselling channel.

If a social media connection exists, Existo does not initiate substantive private conversations about the client’s trajectory through social media. We may redirect the client to the agreed communication channels, such as email, WhatsApp, video call or another channel agreed for practical communication.

Social media messages are not an appropriate channel for urgent help, crisis communication, cancellation requests, legal notices, complaints, sensitive disclosures or substantive counselling content, unless Existo has expressly confirmed in writing that a specific message has been received and accepted through that channel. For emergencies, clients must contact local emergency services or crisis support services.

7. Public comments, likes, tags and testimonials

Clients are asked not to use public social media comments, tags, reviews or posts to disclose sensitive information about their own trajectory, another person’s trajectory, couples work, private conflicts, sessions, intensives or confidential exchanges.

Existo cannot guarantee confidentiality for information that a client voluntarily posts, comments, likes, tags, reviews or shares publicly. Existo may remove, hide, not respond to or moderate public comments where this is necessary to protect privacy, boundaries, safety, confidentiality, reputation, legal interests or the wellbeing of any person involved.

Existo does not publish client testimonials, identifiable case details, images or recordings without prior explicit consent. Consent can be refused or withdrawn for future use, without affecting the lawfulness of prior use based on consent given at the time.

8. Third-party information and couple work

In couples work or relational work, information about one person may also concern another person. Existo therefore treats third-party information with caution. If one partner provides social media content, screenshots, messages or online information concerning the other partner or another person, Existo may decide not to review, store or use that material if doing so would be disproportionate, unsafe, legally unclear, or inconsistent with the integrity of the work.

Existo may invite the client to bring the relevant issue into the shared process instead of asking Existo to hold secret, one-sided or unverifiable information. This is without prejudice to safety exceptions, legal obligations or the need to protect against serious harm.

9. Storage and documentation

Existo does not routinely store copies, screenshots or downloads of social media content. Where screening affects the decision to accept, refuse, pause, adapt or end a trajectory, Existo may make a brief internal note of the relevant conclusion or risk assessment.

Where necessary for safety, legal claims, complaints, defence of rights, fraud prevention or serious boundary concerns, Existo may retain limited evidence, such as a screenshot or link, for as long as reasonably necessary and in accordance with the retention rules in the Privacy Statement.

10. Rights of the client

Clients may ask whether Existo has used publicly available information or social media information in relation to their trajectory. They may exercise their data protection rights within the limits of applicable law, including the rights of access, rectification, erasure, restriction, objection and portability.

These rights may be limited where necessary to protect the rights and freedoms of others, the privacy of a partner or third party, confidential internal work documents, professional reflection material, safety, legal claims or the integrity of a couples or group process.

11. Practical summary

In short: Existo may carry out proportionate public-information and social media screening when this is relevant for suitability, safety, boundaries, conflict-of-interest checks, fraud prevention or legal protection. We do not use fake accounts, covert access or intrusive monitoring. Social media contact does not create a counselling channel. If a connection exists, we do not initiate private counselling conversations through social media and may redirect all substantive communication to the agreed channels.

Final Provision

This text was updated on March 1, 2026. By booking or purchasing a service, you agree to the version applicable at that time. Thank you for your trust in Existo. We are happy to guide you in a safe and respectful way.