Patient Terms & Conditions

These Standard Terms and Conditions (these “Terms”) set out the basis on which PSYCH2GETHER LIMITED, a company incorporated in England and Wales with company number 16556266 and its registered office at The Stable Yard 25-33 Vicarage Road, Stony Stratford, Milton Keynes, Buckinghamshire, England, MK11 1BN (“Company”, “we”, “us” or “our”), provides online mental health assessment, treatment and related administrative services to you as an individual patient, client, parent, guardian or other person using our services (“Patient”, “Client”, “you” or “your”), including any individual receiving, seeking or being referred for online mental health assessment or treatment services and, where applicable, children and adults.

These Terms are the Company’s detailed patient and service terms. They apply when you submit an enquiry, register or create an account, book a consultation, access our patient management platform, complete onboarding or consent forms, or otherwise request or receive Services. Website-only use is governed by the Company’s Website Terms and Conditions, which are made available through the website footer and should link to these detailed Patient Terms where appropriate. You enter into an agreement with the Company when you accept these Terms and the Privacy Policy by mandatory checkbox, “I accept” button or other affirmative click-wrap confirmation during the enquiry, registration, booking or patient-platform onboarding process, or when you otherwise proceed with Services after these Terms have been provided to you.

By accepting these Terms, you acknowledge that you have had a reasonable opportunity to read them, that you have read, understood, and agree to all terms contained herein, and that appointment confirmation may be conditional on completing the required acceptance declaration. You understand and accept that the Company provides online mental health assessments, treatment and related clinical and administrative services, including assessments for neurodevelopmental conditions such as ADHD and autism for children and adults (the “Services”).

2.1  Scope of Services

In consideration for the payment of the Fees, the Company will provide you with online mental health assessment, treatment and related Services in accordance with the booking, clinical information, Consent Form, consent forms and instructions submitted through our website, our patient management platform and/or otherwise agreed in writing between the Company and the Patient or Client. The Services may include, depending on clinical suitability, availability and what is made available by the Company from time to time:

• Free 15-minute initial consultations to discuss your enquiry, explain potential next steps and consider whether our Services may be suitable for you.
• Online mental health assessments for adults and children, including neurodevelopmental assessments such as ADHD and autism assessments.
• Clinical consultations, treatment planning, therapy, medication reviews, follow-up appointments and related support where clinically appropriate.
• Pre-assessment questionnaires, the Consent Form, consent forms, medical history review and document review through our patient management platform.
• Written assessment reports, letters, recommendations and 30-minute follow-up sessions where included in the relevant assessment package.
• Liaison with your GP, school, employer, family member or other healthcare professional where you request this and provide appropriate consent.
• Prescription-related administration for non-controlled medicines where clinically appropriate and lawfully available.
• Related administrative support, appointment communications, invoicing, payment processing and secure access to patient letters and documents.

Each Service is subject to availability, clinical suitability, professional judgement, the applicable Fees, your consent and any legal, safeguarding or regulatory requirements applicable to that Service.

The Company shall use all reasonable endeavours to meet any appointment times, report delivery estimates or other performance dates agreed between the Company and the Patient or Client.

The Company reserves the right to amend, postpone or decline the Services if necessary for clinical, safeguarding, legal, regulatory, operational or availability reasons, or if the amendment will not materially affect the nature or quality of the Services, and the Company shall notify you in any such event.

The Company warrants to you that the Services will be provided using reasonable care and skill.

2.2  Security

The Company uses third-party systems, including a patient management platform (such as Semble), to store and process patient records, bookings, payments and communications in accordance with applicable data protection laws. Your use of any third-party platform may be subject to that provider’s own terms, privacy notice and security arrangements. While the Company takes reasonable steps to protect patient information, no method of transmission or storage is completely secure. The Company will not be liable for unauthorised access, loss or damage to patient information caused solely by a third-party provider or by events outside the Company’s reasonable control. This limitation does not apply where loss or damage results from the Company’s own negligence, breach of its data protection obligations or wilful misconduct, and nothing in these Terms limits liability that cannot lawfully be excluded.

2.3  Disclaimer

You acknowledge, understand, and agree that:

• You must provide accurate, complete and up-to-date information about your identity, contact details, medical history, symptoms, medication, allergies, risks, safeguarding concerns and any other information reasonably required for the Services.
• Subject to the provisions of these Terms and any applicable cancellation rights or Fees, you have the right to discontinue the Services at any time.
• You must complete and sign any required consent forms, pre-assessment questionnaires, information packs and mandatory acceptance declarations for these Terms and the Privacy Policy through our website, enquiry form or patient management platform before an appointment is confirmed.
• Clinical assessments, diagnoses, treatment plans, medication decisions and reports depend on professional judgement, the information available, your cooperation, third-party information and clinical suitability. The Company makes no representations, warranties or guarantees that any assessment will result in a particular diagnosis, treatment, prescription or outcome.

General. You must complete the Company’s online enquiry, onboarding, booking, acceptance and consent process (including any account creation, click-wrap checkbox or form completion through our website or patient management platform) and provide the Company with accurate information reasonably required for the Company to perform the Services, including your contact details, patient details, medical information, GP details, emergency contact details, parental responsibility or authority to act for a child where relevant, and any supporting documentation reasonably required for the Services. You shall ensure that all such information and documentation is complete and accurate.

Liaison. You agree to liaise with the Company as it reasonably requests for the purpose of enabling the Company to provide the Services. We will liaise with your GP or other third parties only where you consent, or where disclosure is required or permitted by law, safeguarding duties or professional obligations.

Consent and Clinical Decision-Making. You are responsible for deciding whether to proceed with any assessment, treatment, prescription or other Service offered by the Company; ensuring you have authority and any necessary consents to share personal data about yourself and, where relevant, any child or other person on whose behalf you seek Services; providing complete, accurate and up-to-date information; and making personal health and care decisions for yourself or any child or other person for whom you have parental responsibility or authority, having regard to the clinical advice and information provided by the Company. You must use the Services and any clinical outputs in compliance with all applicable laws and these Terms.

Client Default. You agree that if the Company’s performance of any of its obligations under these Terms is prevented or delayed by any act or omission by you or failure by you to perform any relevant obligation, then:

• Without limiting or affecting any other right or remedy available to it, the Company shall have the right to suspend performance of the Services until you remedy the Client Default, and to rely on the Client Default to relieve it from the performance of any of its obligations in each case to the extent the Client Default prevents or delays the Company’s performance of any of its obligations.
• The Company shall not be liable for any costs or losses sustained or incurred by you arising directly or indirectly from the Company’s failure or delay performing any of its obligations as set out in this clause.
• You shall reimburse the Company on written demand for any reasonable costs or losses sustained or incurred by the Company arising directly or indirectly from the Client Default, except where this would be unfair or prohibited under applicable consumer law.

4.1  Fees

You must pay to the Company the Fees as set out on the Company’s website, in the patient management platform, in an invoice, booking confirmation or other written agreement between the Company and you (as applicable). Fees are payable for the Services booked, including any cancellation, late-cancellation or no-show fees that apply under these Terms. A free 15-minute initial consultation may be available. Paid assessments may require a deposit on booking, with the balance payable before the main consultation in accordance with the fee structure and payment arrangements published on the Company’s website. An interest-free split payment option may be available for eligible Services as set out on the Company’s website. Prepaid packages and block bookings are dealt with in the section headed “Prepaid Packages, Block Bookings, Workshops and Group Programmes”. These Terms apply whether you pay directly or payment is made by a third party or insurer; any refund, credit or adjustment involving third-party or insurer payments will be handled in accordance with applicable payer rules and any legal requirements. The Company reserves the right to modify its fee structure on reasonable notice, provided that changes will not apply retrospectively to Services already booked and accepted by the Company.

4.2  Late Payment and Debt Recovery

If you fail to pay any amounts due to the Company under an invoice or booking by the specified due date, the Company retains the right, without limiting any other rights under these Terms, to suspend or withhold non-urgent Services, reports, letters or appointments until payment is made, except where this would be unlawful or clinically inappropriate. We will not charge interest or recovery costs to a consumer except where permitted by law and fairly notified to you.

Upon receipt of your booking, required information, the Consent Form, consent forms and payment via the Company’s website, patient management platform or as otherwise agreed in writing, the Company will arrange the relevant consultation, assessment, treatment or follow-up (directly and/or through clinicians, contractors, support staff and authorised third-party providers) and provide any report, letter or other output made available by the Company. The Company may withhold confirmation of an appointment until you have accepted these Terms and the Privacy Policy, completed any required Consent Form and consent forms, and satisfied any applicable payment requirements.

You must pay the applicable Fees for the Services booked in accordance with the payment section of these Terms and any applicable booking confirmation or invoice. Normal operations are Monday to Saturday, 9:00am to 6:00pm, although clinicians may offer Sunday appointments where available. Sessions start at the scheduled time. If you arrive late, the session will still end at the scheduled time and the full Fee may be charged where the late arrival substantially reduces the available session time. For telehealth appointments, you are responsible for joining on time from a private, secure and clinically appropriate location with suitable technology; if you cannot connect, have not completed required acceptance or consent steps, or are not in an appropriate setting and the clinician cannot proceed, the appointment may be treated as a late cancellation or no-show. You acknowledge that appointment availability, turnaround times and completion of assessments, reports, prescriptions or correspondence may depend on clinical availability, third-party sources, information from GPs or other providers, and the completeness and accuracy of information provided by you and/or the Patient.

The Company is not responsible for any outcome that depends on your own choices, third-party actions or information that is incomplete, inaccurate or withheld. The Company reserves the right to decline to provide Services, to recommend alternative care, to refer you to your GP, NHS services or emergency services, or to suspend Services where required for clinical, safeguarding, legal, regulatory or operational reasons, where you have not provided required information or consent, where you are in material breach of these Terms, or otherwise at the Company’s reasonable discretion.

Except as contemplated by these Terms, each party must not, and must not permit any of its officers, employees, agents, contractors or related companies to, use or disclose to any person any confidential information disclosed to it by the other party without prior written consent. The Company maintains patient records in accordance with applicable law, professional obligations and its retention practices. You acknowledge and agree that confidentiality is not absolute. Patient information will be held as confidential unless you consent to disclosure, disclosure is reasonably necessary to provide the Services, disclosure is required or permitted by law, safeguarding duties or professional obligations, or disclosure is necessary to protect you or another person from serious harm. In particular, the Company will share information with your GP or other healthcare professionals only where you have provided consent or where disclosure is otherwise required or permitted as set out above.

This does not apply to:

• Information which is generally available to the public (other than as a result of a breach of these Terms or another obligation of confidence).
• Information required to be disclosed by any law.
• Where disclosure is reasonably necessary to comply with applicable law, a lawful request by a competent authority, or to establish, exercise or defend legal claims.
• Information disclosed by the Company to its subcontractors, employees or agents for the purposes of performing the Services or its obligations under these Terms.

In this section, “Data Protection Legislation” means the UK GDPR, the Data Protection Act 2018 and any other applicable data protection and privacy laws as amended or replaced from time to time. The terms “controller”, “processor”, “process” and “personal data” have the meanings given to them in the Data Protection Legislation.

For the purposes of the Services, the Company will usually act as an independent controller of patient and client personal data, including health information, processed for clinical care, assessment, treatment, safeguarding, administration, billing, compliance and related purposes, as further described in the Company’s Privacy Policy. Third-party providers such as the patient management platform, payment providers, accounting software, prescribing fulfilment providers and email service providers may act as processors, independent controllers or joint controllers depending on the service and their own terms. In addition, the Company may process personal data in the following ways:

• The Company may provide account administration, patient administration and customer support to you.
• The Company may use your contact details to send service communications, health administration messages, marketing materials or other publications in accordance with the Company’s Privacy Policy and applicable marketing laws (and subject to any opt-out rights).
• The Company may process personal data concerning its patients, clients and contacts in other ways for its own business purposes (for example, service improvement, analytics and compliance) in accordance with the Company’s Privacy Policy.
• The Company may process and transfer personal data as necessary to effect a re-organisation of its business.

By creating an account, submitting an enquiry, completing forms or booking through our website or patient management platform, you agree to provide accurate, current, and complete information about yourself and, where applicable, the Patient. Where you submit information about a child or another person, you confirm you are authorised to do so and that such information will be processed in accordance with these Terms, our Privacy Policy and applicable Data Protection Legislation.

The Company will ensure that appropriate technical and organisational measures are taken to protect personal data supplied by you to the Company against unauthorised or unlawful processing, accidental loss, destruction or damage, including where the Company uses third-party service providers. Further information about the personal data we collect, how we use it, retention periods, your rights and relevant third-party providers is set out in our Privacy Policy.

You acknowledge that the Company may use self-employed contractors, clinicians, support staff and third-party suppliers appointed by the Company for functions such as clinical service delivery, patient management software such as Semble, data and file storage, back-up, billing, payment processing, accounting, email, non-controlled prescription fulfilment such as Signature RX, and administrative support. Non-controlled prescriptions may be managed through Signature RX or another prescribing fulfilment provider where clinically appropriate. Any third parties will be engaged on terms intended to protect patient confidentiality and personal data as required by law.

The Company will process patient and client personal data in accordance with Data Protection Legislation, these Terms and the Company’s Privacy Policy. The Privacy Policy explains how personal data is collected and used in connection with the website, enquiries, bookings, patient-platform activity and Services. We may use email, including Gmail or similar email services, for general administrative correspondence and to receive documents from GPs, patients or clients, while sensitive medical information and patient records are intended to be stored through the patient management platform.

Each party shall comply with the terms of the Data Protection Legislation. You also agree to read the Company’s Privacy Policy and Cookie Policy, which can be found in the footer of the Company’s website together with these Terms.

To the maximum extent permitted by applicable law, all express or implied representations and warranties not expressly stated in these Terms are excluded. You acknowledge and agree that the Company provides online mental health assessment, treatment and related services using reasonable care and skill, but no specific diagnosis, treatment, medication, prescription, report wording, improvement in symptoms or other clinical outcome is guaranteed. The Services are not emergency, crisis or out-of-hours services, and you remain responsible for seeking urgent help from 999, A&E, NHS 111, your GP or local crisis services where required.

You understand that the Services involve clinical assessment and may involve obtaining or reviewing information from you, family members, schools, GPs, other healthcare professionals and third-party systems. The Services may be affected by factors outside the Company’s control, including appointment availability, technology failures, the timeliness, completeness and accuracy of third-party responses and information provided by you or on your behalf.

9.1  Consequential Loss

To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special or consequential loss or damage (including loss of profit, revenue, opportunity or goodwill), except where such exclusion would be unfair or prohibited under applicable consumer law. You acknowledge that (i) the Services are limited to online mental health assessment, treatment and related administration, (ii) no specific clinical outcomes are guaranteed, and (iii) you remain responsible for following clinical advice, attending appointments, providing accurate information and seeking urgent or emergency help where required.

10.1  Cancellation or Termination by You

You may cancel or terminate these Terms at any time by providing written notice to the Company, subject to your statutory right to cancel during the Cooling-Off Period described below and any Fees due for Services already performed, booked or in progress.

The Company may, at its discretion, waive or reduce cancellation or no-show fees for emergencies, serious illness, bereavement or other compelling circumstances, and may request reasonable supporting information. If the Company or a therapist cancels or reschedules, we will give notice and offer an alternative appointment; no fee will be charged for a therapist-initiated cancellation and, if an alternative appointment cannot be arranged within a reasonable timeframe, the affected session Fee will be refunded in full. Where you are a consumer, nothing in these Terms affects your statutory rights.

10.2  Prepaid Packages, Block Bookings, Workshops & Group Programmes

Unused sessions from prepaid packages or block bookings are refundable on a prorated basis, subject to any package-specific terms disclosed at purchase and your statutory rights. If a package discount was conditional on completing all sessions, early cancellation may result in recalculation of used sessions at the standard single-session rate before any refund is calculated. Any administrative fee will apply only where it was disclosed to you at purchase and is lawful and fair. For multi-session group programmes, you are eligible for a full refund if you cancel more than 7 days before the programme starts. For single-event workshops, you are eligible for a full refund if you cancel more than 48 hours before the event. Refunds after those deadlines are limited and may be granted at the Company’s discretion, including for emergencies or exceptional circumstances.

10.3  Statutory Cooling-Off Right Under Consumer Contracts Regulations 2013

If you are a consumer contracting for Services at a distance (including online), you have the statutory right to cancel this agreement within 14 days of the date on which the contract is concluded (the “Cooling-Off Period”), without giving any reason, by notifying us in writing at our registered email address before the Cooling-Off Period expires. If you request that the Services commence within the Cooling-Off Period, you acknowledge and agree that:

• By making such a request you expressly consent to the Services beginning before the expiry of the Cooling-Off Period.
• You may lose your right to cancel in respect of any Services that have been fully performed within the Cooling-Off Period.
• If you cancel after Services have commenced but before they are fully performed, you will be required to pay a proportionate amount for the Services provided up to the date of cancellation.

The Company will provide you with a model cancellation form or further information on request.

10.4  Termination by Company

The Company reserves the right to terminate these Terms immediately upon written notice if you breach or default on any obligations under these Terms, if continued Services are clinically inappropriate or unsafe, if you behave abusively towards staff or clinicians, or if termination is required for safeguarding, legal, regulatory or operational reasons. Such termination shall not prejudice any other rights or remedies available to the Company under these Terms or at law. Upon termination, you shall remain liable for any outstanding Fees and shall not be entitled to any refund of Fees already paid in respect of Services performed, except where required by law.

10.5  Survival of Terms After Termination

Any clause that by its nature would reasonably be expected to be performed after the termination or expiry of these Terms will survive and be enforceable after such termination or expiry, including but not limited to clauses relating to fees and payment, confidentiality, data protection, liability, and dispute resolution.

You and we must, without delay and in good faith, attempt to resolve any dispute which arises out of or in connection with these Terms and Conditions prior to commencing any proceedings. To request a refund or dispute a charge, please contact billing@psych2gether or call the phone number listed on our website. The Company will investigate and respond within a reasonable time period.

If a party requires resolution of a dispute that is not resolved through the refund or billing route above, it must submit reasonable details of the dispute to the chief executive officer or any other designated senior officer of the other party or, if the party is an individual, that individual.

The parties agree that, save for the exceptions set out below, they will in good faith seek to comply with this dispute-resolution section before commencing any legal proceedings or claiming any remedy in respect of such disputes. Nothing in this dispute-resolution section shall limit or restrict any party’s right to commence legal proceedings where required to protect a legal right or enforce a judgment, nor shall it operate so as to bar a consumer from accessing any statutory remedy, court or alternative dispute resolution scheme otherwise available to them, including:

• Applications for urgent interlocutory relief.
• A breach by another party of this section.

If a party becomes unable, wholly or in part, to carry out an obligation under these Terms (other than an obligation to pay money) due to an event beyond its reasonable control (Force Majeure Event), including but not limited to public health emergencies, government-mandated restrictions, natural disasters, acts of terrorism, regulatory changes affecting online mental health services, clinician unavailability, third-party platform outages or widespread technological failures, that party must give to the other party prompt written notice of:

• Reasonable details of the Force Majeure.
• So far as is known, the probable extent to which that party will be unable to perform or be delayed in performing its obligation.

Subject to compliance with the above, the relevant obligation will be suspended during the Force Majeure Event to the extent that it is affected by the Force Majeure Event. Where the Services are affected by Force Majeure, the Company will use reasonable endeavours to minimise disruption and agree reasonable extensions or alternative arrangements where appropriate. The affected party must use reasonable endeavours to overcome or remove the Force Majeure and mitigate its effects as quickly as practicable.

A notice or other communication to a party must be (except for routine service communications and updates which may be sent through the website, patient management platform, email or other agreed communication channel):

• In writing and in English.
• Delivered via email to the other party, to the email address registered in the Client’s account on our website or patient management platform (“Email Address”). Questions about these Terms, bookings or refunds may be sent to billing@psych2gether or appointments@psych2gether. The parties may update their Email Address through the website, patient management platform or by written notice to the other party.

Any notice sent through email shall be deemed to have been received at the time of transmission (if sent during Business Hours) or at 9:00 a.m. on the next Business Day (if sent outside Business Hours). Business hours are 9:00 a.m. to 5:00 p.m. on a Business Day.

14.1  Governing Law and Jurisdiction

These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these Terms or their subject matter or formation.

14.2  Business Days

If the day on which any act is to be done under these Terms is a day other than a Business Day, that act must be done on or by the immediately following Business Day except where these Terms expressly specify otherwise. For the purposes of these Terms, the term ‘Business Day’ means a day other than a Saturday, Sunday or public holiday in England, when banks in England are open for business.

14.3  Third Party Rights

These Terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms, except that all waivers, releases, and limitations of liability shall extend to protect our staff, shareholders, officers, directors, employees, agents, successors, beneficiaries and assigns, who shall have the right to enforce such provisions.

14.4  Amendments

We may modify these Terms from time to time. Material changes will be posted on our website with an updated effective date and, where appropriate, communicated to affected clients through your registered email address, the patient management platform, our website or another reasonable communication channel before they take effect. Changes will not apply retrospectively to Services already booked and accepted by the Company unless required by law or agreed with you. Where we require renewed acceptance, you may be asked to confirm acceptance by mandatory checkbox, “I accept” button or equivalent affirmative action before making a further enquiry, booking or using the patient management platform for additional Services. Your continued use of our Services following the effective date of such amendments shall constitute your acceptance of the amended Terms and Conditions where lawful and fairly notified. If you do not agree with the amendments, you may terminate your agreement by giving us written notice before the amendments take effect, subject to any Fees due for Services already provided.

14.5  Waiver

No waiver by us of any of these Terms shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.

14.6  Severance

Any term of these Terms which is wholly or partially void or unenforceable is severed to the extent that it is void or unenforceable. The validity and enforceability of the remainder of these Terms is not limited or otherwise affected.

14.7  Joint and Several Liability

Where an obligation, liability or right under these Terms is assumed by or conferred on two or more persons, such obligation, liability or right shall bind or benefit them jointly and severally.

14.8  Assignment

We may assign, novate or transfer our rights or obligations under these Terms to any successor entity or purchaser of our business. In such event, we will provide you with notice and ensure continuation of any active Services. You cannot assign, novate or otherwise transfer any of your rights or obligations under these Terms without our prior written consent.

14.9  Entire Agreement

These Terms and Conditions constitute the entire agreement between you and us and supersede any prior negotiation, conduct, arrangement, understanding or agreement, express or implied, in relation to the subject matter of these Terms and Conditions. These Terms are separate from the Website Terms and Conditions, which govern website use and should be available through the website footer. By submitting an enquiry, booking a consultation, creating an account on the patient management platform, ticking a mandatory checkbox, clicking “I accept” or a similar button indicating acceptance, or attending an appointment after receiving these Terms and completing any required acceptance declaration, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

14.10  Interpretation

• Singular and plural — words in the singular include the plural (and vice versa).
• Gender — words indicating a gender include the corresponding words of any other gender.
• Defined terms — if a word or phrase is given a defined meaning, any other part of speech or grammatical form of that word or phrase has a corresponding meaning.
• Person — a reference to “person” or “you” includes an individual, the estate of an individual, a corporation, an authority, an association, consortium or joint venture (whether incorporated or unincorporated), a partnership, a trust and any other entity.
• Party — a reference to a party includes that party’s executors, administrators, successors and permitted assigns, including persons taking by way of novation and, in the case of a trustee, includes any substituted or additional trustee.
• Document — a reference to a document (including these Terms) is to that document as varied, novated, ratified or replaced from time to time.
• Headings — headings and words in bold type are for convenience only and do not affect interpretation.
• Includes — the word “includes” and similar words in any form are not words of limitation.
• Adverse interpretation — no provision of these Terms will be interpreted adversely to a party because that party was responsible for the preparation of these Terms or that provision.