Terms and Conditions

Ref: MHV-Terms-2025

1 TERMS AND CONDITIONS

1.1 The following terms and conditions set forth below (“Terms”) form a legally binding agreement between you and Mental Health Views Ltd (“MHV”) for private patient appointments made through our website.

1.2 These Terms shall apply exclusively to appointments that are booked though MHV’s website, unless

(i) MHV has specifically notified you otherwise in writing, or

(ii) where we have entered into a separate signed written agreement with you.

1.3 Please ensure you read these Terms carefully.

1.4 By using our service, you confirm and agree that:

1.4.1 You are at least eighteen years of age.

1.4.2 You have read, understood, and accepted all of the terms and conditions outlined in this agreement

1.4.3 Our private patient service allows us to provide mental health assessment services to adults only.

1.4.4 You have read and agreed to our Terms of Use (https://www.mentalhealthviews.com/site-terms) and Privacy Policy (https://www.mentalhealthviews.com/privacy-policy) which are hereby incorporated into these Terms. The Terms of Use and Privacy Policy are accessible on our website.

1.5 If you do not understand these Terms you should seek professional advice before you make an appointment, use our website or service.

Agreement to the Terms:

1.6 You agree to be bound by and accept these Terms under any of the following circumstances:

Acceptance via Checkbox and Payment

1.6.1 Where you indicate your acceptance by ticking or checking a box confirming your agreement to these Terms and subsequently completing payment.

For example, when booking an appointment through our website, you will be required to tick a box stating: “I agree to the Terms & Conditions and Privacy Policy.” By completing this action and proceeding with payment, you confirm your acceptance of these Terms and the Privacy Policy.

Express Written Confirmation
1.6.2 Where you expressly confirm in writing that you accept these Terms;

Website Bookings Governed by Terms

1.6.3 Where appointments are booked through our website.

Acknowledgment Through Payment for Services
1.6.4 Where we have drawn your attention to these Terms, and you make payment to us for our services, including circumstances:

(a) Where we have issued you with an estimate, quotation, binding agreement, pay link, or appointment confirmation by email or in writing, and explicitly stipulate that these Terms apply; or

(b) When we explicitly notify you that by making payment to us for our services, you agree to be bound by these Terms; or

1.6.2 On our website, once the Terms have been accepted and the payment has completed, you will be transferred to a page confirming that the appointment has been booked.

1.7 Third-Party Terms – Access to and use of any other site, product or service, including those referenced herein or linked to / from this site, are governed by the terms of the other agreement related to that service or site (“Third-Party Terms”), which you agree to accept by using our site. This website integrates with certain third parties, and subsequently you accept your data will be processed through these third-parties. In particular, our website uses the following third-party services:

1.7.1 our hosting website Wix (https://www.wix.com/about/terms-of-use);
1.7.2 our video conference provider Zoom (https://www.zoom.com/en/trust/terms/);
1.7.3 our card processor (www.stripe.com / https://stripe.com/gb/privacy)

1.8 By accessing, browsing, or using this website, you acknowledge that you have read, understood, and agree to be bound by these Terms and the Third-Party Terms.

1.9 Third-Party Terms may be updated by the relevant third party from time to time, with or without notice to you.

2 WHO WE ARE

2.1 www.mentalhealthviews.com (our website) is operated by Mental Health Views Limited, a limited liability company registered in England & Wales, Company Number: 10935220.

2.2 Mental Health Views Ltd’s registered office is: Lytchett House 13 Freeland Park, Wareham Road, Poole, Dorset, United Kingdom, BH16 6FA

2.3 Dr Katy Briffa is a doctor registered on the General Medical Council (GMC) specialist register in her role as a Consultant General Adult Psychiatrist ( “Consultant” or “Consultant Psychiatrist”).

3 DEALING WITH A CRISIS

3.1 Our service is a non-emergency service and we do not provide urgent or 24-hour cover.

3.2 In the event that you need help in an emergency or crisis situation, you should immediately contact your GP, 111, 999, A&E or other service arrangements you may have.

4 PRIVATE PATIENT SERVICE

4.1 Patients or referrers on behalf of the patient can book video conference consultations with our Consultant Psychiatrist through our website. The booking process is detailed in 4.9 below for your information.

4.2 Any referral which has not been made by the patient themselves, must have received the patient’s consent, prior to the referral being made.

4.3 The private patient consultation will allow patients to receive mental health advice and recommendations from our Consultant Psychiatrist through a videoconference consultation. Following the appointment, the Consultant Psychiatrist will provide you with a letter detailing a written opinion and recommendations. The Consultant Psychiatrist will provide this letter within a reasonable time following the appointment.

4.4 During a consultation, you may receive a diagnosis if the Consultant determines it to be appropriate; however, you acknowledge and accept that a diagnosis is not guaranteed. We do not guarantee the ability to provide a diagnosis for any patient or achieve any specific outcome. This includes outcomes you may have expressed as expectations on the Referral Form or in correspondence with us, such as email.

4.5 The Consultant will make professional judgements based on the information that you provide to us. As a result, it is important that all the information you provide to us is true and accurate. You agree to provide MHV and the Consultant with true and accurate information.

4.6 We do not provide treatment, and we do not prescribe medication or issue prescriptions. For more information, please see our Private Patient FAQ.

4.7 There are certain conditions which are not suitable for online consultations. Please seek advice from a medical practitioner in person if you are unable to communicate your needs or issues during an online consultation. Please see our Private Patient FAQ for the kind of help that we may be able to provide.

4.8 Referral Form – You are required to complete and submit our referral form at least two working days before your consultation. The referral form captures essential information about you and will be reviewed by our Consultant Psychiatrist in preparation for your appointment. You may complete the referral form immediately after booking your appointment (instructions will be provided on the screen) or at a later time; you will receive an email with a link allowing you to do so. However, the referral form must be submitted no later than two working days before the consultation.

4.8.1 If you fail to complete and submit the referral form within the required timeframe, the Consultant may need to review parts of the form during your scheduled appointment. This will reduce the time available for the assessment. In such cases, MHV will not be held liable if the assessment cannot be completed due to time spent reviewing the form during the appointment. Please ensure the referral form is completed in advance to allow the appointment time to be used as efficiently as possible.

4.8.2 If you fail to disclose or provide information that the Consultant deems necessary to conduct the assessment, or if such failure is determined by the Consultant to create an unsafe condition for proceeding with the work, the Consultant reserves the right, at their sole discretion, to terminate the appointment. For example, the Consultant may require further information, including but not limited to: valid identification, your GP details, or other personal details.

4.8.3 Where you have not disclosed the required details (as outlined in 4.8.2), then neither MHV or the Consultant will be liable for such termination of the appointment, as you will be deemed to have breached the Terms. Where this occurs, you agree that you will not be entitled to any refund for any amounts paid and you further agree to forfeit such sums received in their entirety.

4.9 Our Booking Process

Our booking process is summarised below (subject to change from time to time).

4.9.1 On our website you will be able to book an appointment with our Consultant Psychiatrist.

4.9.2 The first time you make an appointment, you will need to have an Initial Consultation which is the first appointment with our Consultant Psychiatrist (“Initial Consultation”).

4.9.3 Once you have clicked on the button to book your initial consultation, you will see the details of the consultation, including a: Description of the Service, the duration, the price and what the consultation entails.

4.9.4 Click “Book Now” to proceed, and you will be shown the available appointment dates and times to book an appointment as well as the duration and the price.

4.9.5 You can then select an available date and time and click “Next”, or if no appointments are available you will see “Next Availability”, which you can click on to see the very next available appointment.

4.9.6 Once you have clicked on the date and selected the time of your appointment click “Next”.

4.9.7 You will then be required to fill in your details: Name, Email, Phone Number. Then click “Next - Select Payment”.

4.9.8 You will then be presented with the Payment Page. You will need to fill in your payment information (card details, billing address) and then review and confirm your agreement to the “Terms & Conditions, Privacy Policy, Important Information by checking (ticking) the box that says: “I agree to the Terms & Conditions, Privacy Policy, and Important Information”. Then Click “ Place Order & Pay”.

4.9.9 If your payment has been successful, you will see a webpage showing you your appointment details and you will receive an email with your appointment information. You will also have the opportunity to fill in the Referral Form at this stage or complete it at a later date (this must be within 2 working days).

4.9.10 At the time of your appointment, you will need to join the conference using the details you have been supplied with.

4.10 Initial Consultations and Follow Up Consultations.

Your first consultation with our Consultant Psychiatrist must be an Initial Consultation. After the Initial Consultation, the Consultant Psychiatrist will provide you with a letter detailing the Consultant's clinical opinion and recommendations. The Consultant usually provides the clinical letters within one working week, however, during exceptionally busy periods, please allow up to two working weeks.

Following the Initial Consultation, the Consultant may recommend and discuss the possibility of further consultations, referred to as follow-up consultations. These recommendations may be communicated during your appointment or in a letter from the Consultant.

The Initial Consultation does not include the time to complete any reports, formal reports, or any bespoke work. For the avoidance of doubt, any AFCS & WPS, Expert Witness and Medico-Legal reports are excluded from the Initial Consultation service. If you have a bespoke request, please contact us separately for a quotation.

You understand and agree not to book a follow-up consultation without first completing an Initial Consultation or obtaining prior approval from the Consultant.

If you book a follow-up consultation without first undertaking an Initial Consultation or without prior approval, the appointment will be cancelled. In such cases, you may be liable for cancellation charges and card processing fees, which may result in a partial refund.

You are not obligated to undertake a follow-up consultation. However, if the Consultant has recommended a follow-up consultation, you agree that we may contact you to remind you of this recommendation and enquire whether you wish to proceed.

Opting Out: If you prefer not to receive such communications in the future, you may opt out at any time using the link provided in our email or, if unavailable, by contacting us in writing.

Additional Work
Where any additional work is requested following a consultation — including (but not limited to) clarifications, advice, telephone calls, GP letters, modifications, or redrafting of any letters (including clinical letters) or reports — at the request of the patient or referring party, such work will be subject to a separate additional fee. Our fee will be quoted in advance and must be paid in full prior to commencement of the additional work. We are under no obligation to agree to or undertake any such further work.

4.11 Veteran Assessments (Applicable to Veteran Assessment)

The Veterans assessment service is suitable for veterans, serving personnel and reservists, and is provided on the following basis:

Scope of Service - Veterans Initial Consultation

An online consultation will be provided for up to 90 minutes by our Consultant Psychiatrist. Our Consultant Psychiatrist will conduct an independent psychiatric assessment, with a view to establishing whether a formal Consultant Psychiatrist report for the Armed Forces Compensation Scheme ("AFCS") or War Pension Scheme ("WPS") can be provided.

Please note that our Consultant Psychiatrist is not able to assess or advise on any non-psychiatric injuries that may be relevant to an AFCS or WPS claim.

Outcome of the Initial Consultation

Following the assessment, the Consultant Psychiatrist will issue a clinical letter outlining her professional opinion and any relevant recommendations including whether an AFCS / WPS report can be provided and whether any corroborating information is required.

Clinical letters are usually provided within two working weeks.

Exclusions and Additional Services

A formal AFCS or WPS report is not included within the scope of the Initial Consultation.
In the event that the Consultant Psychiatrist confirms a service attributable mental injury or aggravated mental illness during the assessment, we may offer to prepare a separate chargeable formal report to support your AFCS/WPS claim.

Clinical Independence

The Consultant Psychiatrist shall independently determine the content of all clinical documentation they produce, including but not limited to clinical letters and reports prepared independently for the purposes of the Armed Forces Compensation Scheme (AFCS) or the War Pension Scheme (WPS). You agree not to amend, alter, or edit the content of any clinical letter or report.

Amendments to Clinical Letters and Reports

If you request changes, deletions, or modifications to the clinical content after delivery, including but not limited to requests to shorten, omit, or alter specific information, MHV reserves the right to treat such requests as a new or additional service.

Any such requests shall be subject to a separate quotation and shall only be undertaken upon agreement and payment in full in advance. Additional work required to revise or redraft clinical letters or reports at your request will be subject to separate fees, which will be quoted and agreed with you prior to commencement of the additional work.

For the avoidance of doubt, MHV and the Consultant Psychiatrist remain under no obligation to accommodate such requests and may decline or limit amendments where they are deemed clinically inappropriate or inconsistent with professional standards.

Quotation for AFCS/WPS Reports
Where a formal AFCS or WPS report is offered, a separate written quotation will be provided prior to any work being undertaken.

We will proceed with the preparation of the report only upon your acceptance of the quotation and receipt of payment in full.

AFCS/WPS reports are usually provided within two working weeks, however, we will confirm an estimated turnaround when provide you with a quotation.

Limitations of our service

To the fullest extent permitted by law, MHV shall not be liable for any loss, damage, or costs arising from:

(a) your reliance on the clinical letter and/or report;

(b) any decision made by Veterans UK or other bodies regarding your claim;

(d) any errors or omissions in the report which are the result of inaccurate or incomplete information provided by you.

Not an Advisory Service

MHV does not provide advisory services in relation to the Armed Forces Compensation Scheme (AFCS), the War Pension Scheme (WPS), or the associated claims processes. It is your sole responsibility to ensure that the service you procure from MHV is appropriate for your intended purpose. Where you are uncertain about any aspect of the AFCS or WPS claims process, you are advised to seek independent professional advice. Where we produce an AFCS or WPS report, we will not make the submission on your behalf. The AFCS or WPS report will be provided to you to support your own individual application.

No Guarantee of Outcome
You acknowledge that Mental Health Views (MHV) provides independent psychiatric assessments and reports solely to assist with claims under the Armed Forces Compensation Scheme (AFCS) or War Pension Scheme (WPS). MHV does not guarantee any particular outcome or success in obtaining compensation or benefits.

Other Clinical Opinions

You acknowledge and agree that all clinical opinions, including any diagnosis, assessment of severity, functional impairment, permanency of injury, or suggested tariff under the AFCS/WPS, are based solely on the Consultant Psychiatrist’s independent clinical judgement. Disagreement with the clinical findings, including the absence of a diagnosis, a different view of permanency, or an assessment of tariff level, shall not entitle you to a refund under any circumstances—even where you subsequently obtain a differing opinion from another clinician.

Claim Decisions

Furthermore, in circumstances where Veterans UK or any relevant authority rejects the Consultant’s report or declines to award compensation for any reason, you agree that no refund of fees paid to MHV will be issued.

5 VIDEO CONFERENCE

5.1 We will use Zoom as our encrypted video conference provider. If, for any reason, Zoom is unavailable, we will use an alternative encrypted video conference provider.

5.2 When you book your consultation online, you will see your confirmed appointment details on the screen, and you will also receive an email containing the appointment details with the videoconference link.

5.3 In the event that you do not receive an email with the booking details or a link to fill in the Referral Form within 24 hours, please contact us and let us know, and we will investigate your order.

5.4 The video conference will be conducted confidentially between the Consultant Psychiatrist and the patient. If you would like a family member or a friend to attend the consultation with you, please let us know, when you fill in the Referral Form, in advance of the consultation.

5.5 You agree not to record, stream, store or upload the video conference consultation anywhere.

5.6 In advance of the consultation, please ensure you take all necessary measures to check, setup, test the computer and/or device for the video conference session, in particular checking that the audio and video is functioning adequately.

5.7 Please ensure you have suitable bandwidth (internet speed) to undertake a video conference session. We recommend that your internet download and upload speeds should be approximately 5 Mbps for a good video experience. We reserve the right to stop the video conference consultation if the audio or video quality is not acceptable in our reasonable opinion to allow us to undertake the work.

5.8 We are unable to extend or re-schedule a video conference consultation without additional charges in circumstances where you are experiencing any technical issues with the video conference which are not due to our fault or omission.

5.9 You will be responsible for your own costs and expenses that you incur as a result of participating in the videoconference.

5.10 You are responsible for ensuring that your hardware and internet capability supports the video conference software. You can check the minimum requirements by going to this link: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060748

5.11 Please ensure that your device and any internet browser software is up to date and uses the latest version of the software at the time of the consultation to minimise any compatibility or technical difficulties.

6 CONFIDENTIALITY, YOUR DATA & CONSENT

6.1 We shall keep all of your personal information in strict confidence and subject to clause 6.2 below, shall only disclose such information internally with our clinical team solely to allow us to perform our service and where you have expressly provided your consent for us to share your data with third party healthcare services, such as your GP.

6.2 You accept and understand that we are legally obliged under certain circumstances to disclose your personal information:

6.2.1 if you disclose information that you may pose either a serious risk to yourself or another person, or information regarding acts of terrorism or serious crime; and/or

6.2.2 where we have a legal obligation to do so, such as where we are legally required in accordance with child protection legislation to report safeguarding/child protection concerns.

6.3 During the course of a consultation, the clinician may produce medical notes, opinions and document information gathered during a consultation. This personal information may be required for the purposes of creating a record of the consultation and to support any potential diagnosis, opinion or recommendations.

6.4 Mental Health Views Limited may for the purpose of your consultation use and retain copies of your medical records and other information that you have supplied to us and/or that your GP has supplied to us (where you’ve provided your consent), in order for us to provide our service. We will not automatically share any information with your GP without your express consent.

6.5 Our Privacy Policy forms part of these Terms. The Privacy policy can be read here.

6.6 Any personal information that you give to us will be processed strictly in accordance with the Data Protection Act 1998 and UK-GDPR.

6.7 Data Retention Periods

6.7.1 The retention period for your mental health records
Where we provide you with an assessment of your mental health or wellbeing, or any form of mental health service for you, we are required to retain patient medical records for up to 20 years or 10 years after death (noting: Northern Ireland it is 8 years after death) to ensure consistency in the management of patient records across different types of healthcare providers.
For the avoidance of doubt, this will also include (but is not limited to) any information you have filled in, completed, supplied to us, sent to us, or where you have given consent for us to receive further information about you from other health professionals or third parties which are holding your medical information that we have obtained.
For example: We will retain your patient medical records, which may include, but not be limited to: handwritten notes, electronic records, correspondence between health professionals, visual and audio recordings, notes taken from video conferences, laboratory reports, communications with patients (including texts and emails, letters), any information that we may have reviewed in order to undertake a mental health assessment.
We comply with the retention periods detailed in Records Management Code of Practice - NHS Transformation Directorate (england.nhs.uk), as this is the recommended time frame, which helps ensure consistency in the management of patient records across different types of healthcare providers.

6.7.2 Non-Medical data retention periods:
Except as otherwise mentioned in this privacy notice, we keep your personal data only for as long as required by us:

• to provide you with the services you have requested
• to comply with other law, including for the period demanded by our tax authorities
• to support a claim or defence in court

6.8 If you have any queries or concerns about your personal information and/or data, please don’t hesitate to contact us. Our privacy policy provides for more information on how we store your data.

7 PAYMENT & FEES

7.1 Payments to us are to be made in Great British Pounds.

7.2 You agree to pay in advance the full price for our service, for each service we carry out.

7.3 Payment for our services can be made to us through our website, using our payment processor Stripe. We offer the option of payment by card, however, we may also offer other payment methods from time to time, such as: Google Pay, Apple Pay, PayPal, Link etc.

7.4 In specific situations, we may send you an email, invoice, or a payment link to make a payment to us for an appointment directly. Where you make payment to us in this way, you agree to be bound by these Terms.

7.5 You agree that the prices payable for our services are clearly set out in the Fees section of our website. From time to time, we may update the prices of the fees advertised on our website. The Fees section of our website can be accessed on the website menu at the top of the screen. When you select the service you wish to book, the price for the service will be shown to you. If you are in any doubt, please check the Fees section of our website before booking or contact us.

7.6 You agree that we will be unable to carry out any work until we have received payment for our service(s) in full and in advance. All payments must have been received by us after having left your account and been deposited to ours. We will be unable to start any work if funds are on-hold, pending, or have not cleared.

7.7 Non-Patient Payers

7.7.1 If you are not the patient but have engaged us or made a payment on the patient’s behalf, you agree to be bound by all provisions of these Terms, including (without limitation) the obligation to pay any applicable cancellation fees.

7.7.2 Where a referring party (e.g. relative, employer, case manager, legal representative) books an appointment on behalf of a patient, both the referring party and the patient agree to the following:

1. Clinical Autonomy and Patient-Centred Care

Once the consultation begins, the Consultant will assess and manage the appointment solely in line with the clinical needs and priorities of the patient, as determined during the consultation. These may differ from those indicated by the referring party at the time of referral or booking.

2. No Right of Recourse
The referring party understands and accepts that they have no right of recourse regarding the clinical direction, scope, or content of the assessment, diagnosis, or treatment plan. All clinical decisions are made at the sole discretion of the Consultant and in accordance with the patient's best interests.

3. Patient Consent and Confidentiality
Even where the appointment is booked by a referring party, the patient's informed consent is required before the consultation can proceed. The consultation is confidential and conducted in accordance with all applicable professional, legal, and ethical standards. Letters, reports, or any other patient-related correspondence will be shared only with the patient, unless the patient has expressly provided written consent for information to be shared with the referring party.

4. Responsibility for Communication with the Patient
Where the referring party books the appointment on the patient’s behalf, the referring party is responsible for ensuring that all relevant appointment details — including the date, time, method of consultation (e.g. video link), and any pre-consultation requirements — are communicated to the patient in a timely and accurate manner. As booking confirmations and appointment information will ordinarily be sent to the referring party (as the contact point), it is the referring party’s responsibility to ensure that the patient is fully informed and prepared for the consultation.

5. Agreement to Terms

By proceeding with the booking, both the patient and the referring party confirm that they have read, understood, and agreed to all of these Terms. It is the responsibility of the referring party to ensure that the patient is fully informed and consents to the consultation in accordance with these Terms.

7.8 Third Party Payment Processors - We do not store your card payments on our website. You agree and accept that your bank card payments are managed by one or more online payment service providers that we use (currently Stripe, who will encrypt your card or bank account details in a secure environment. We do not accept any responsibility for the payment service providers’ actions (currently Stripe). You agree and understand that when you enter your card details on our website, you are subject to the online payment service providers’ terms and conditions. The card processor may carry out certain third-party checks, such as anti-money laundering, anti-fraud checks etc. We are not liable to you under any circumstances for any such third-party financial checks or where your money is blocked or held by the card processor. If this situation arises, you can contact your bank for assistance.

8 NON-ATTENDANCE / LATE ARRIVAL

NON-ATTENDANCE

8.1 If you do not attend an appointment with us at the scheduled date and time then you will be liable to us in full for the fee for the service you were due to attend. Where you have paid us for the appointment in advance, we will not refund any of the fee for non-attendance.
For example, if you did not attend the consultation with the clinician without first cancelling the appointment with sufficient notice pursuant to these terms (see Clause 9), then you will be liable to us in full and we will retain the advanced payment fee received.

ARRIVING LATE TO A CONSULTATION

8.2 In the event you have not attended the scheduled consultation at the start time, the doctor will wait for up to 15 minutes for you to arrive.

8.3 If you are late but attend the video conference consultation no more than 15 minutes late, then the consultation will continue to go ahead, however, the consultation duration will not be extended. Unfortunately, the outcome of the consultation may be affected by the delay, and the doctor may be unable to complete the work. In such circumstances, it may be necessary for a chargeable follow-up consultation to be scheduled to complete the consultation.

8.4 If you are more than 15 minutes late, the consultation will be deemed not attended, and non-refundable pursuant to clause 8.1. In such circumstances, the consultation will need to be rescheduled.

9 COOLING-OFF PERIOD AND CANCELLATION

9.1 Subject to clause 9.2, you have 14 days from the day after entering into a contract with us, to cancel our contract and receive a full refund for any reason, (if money has exchanged hands), provided that you have not used our services (“Cooling-Off Period”). If you wish to cancel the contract with us, please provide details of your request using the following e-mail address: info@mentalhealthviews.com

For the avoidance of doubt, the Cooling-Off Period will not apply if clause 9.2 applies.

When a Cooling Off Period will not apply:

9.2 If you book an appointment with us, which falls within 14 days from the day after you made the booking, then you hereby agree to opt-out of this Cooling Off Period and waive your rights to the Cooling Off Period. This is due to the fact that you have requested the service to be provided within a shorter time frame, requiring us to immediately provision time with the doctor in advance to ensure the doctor’s availability.

If you use our service within the Cooling-off Period
9.3 In the event that you have used our services (even partially) within the Cooling-Off Period and you would still like to cancel, your right to a full refund will not be available, however, you will have the right to a partial refund and only be charged an amount that is in proportion to the work that we have performed up to the point in time that you have communicated your right to cancel.

9.3.1 Even within the Cooling-Off Period, where the Consultant Psychiatrist works in excess of 15 minutes reviewing your information, such as the Referral Form or other forms or letters that you’ve provided, the actual time incurred will be considered as partially using our service within the Cooling-Off Period and will be chargeable (at our sole discretion).

If we have carried out our service

9.4 If we have fulfilled our service in its entirety, you will not be able to cancel the service, even within the Cooling-Off Period and you will be liable to pay the full amount.
Cancelling the appointment

9.5 You agree to provide us with as much notice as possible when cancelling or rescheduling an appointment. You may cancel or reschedule our contract by emailing info@mentalhealthviews.com.

CANCELLATION FEES

9.6 The notice period that you provide us when cancelling or rescheduling the scheduled appointment will determine the applicable cancellation fees as outlined below:

9.6.1 If you cancel or reschedule your appointment for any reason then we ask that you give us at least 3 working days’ written notice in advance of the consultation. If you give us 3 or more working day’s written notice, in advance of the consultation, we will only charge you for the payment provider transaction fees that we’ve incurred (approx. 1.5% of the payment amount +£0.20).

9.6.2 If you cancel or reschedule the appointment with less than 3 working days’ written notice in advance of the scheduled appointment date, then we will charge 50% of the full fee.

9.6.3 If you cancel or reschedule the appointment with less than 1 working days’ written notice in advance of the scheduled appointment date, then we will charge 100% of the full fee.

9.6.4 You understand and agree that failing to cancel or reschedule an appointment with the required notice as outlined above, will result in cancellation fees being applied, up to the full fee amount.

9.7 In the event that you send us a cancellation notice, we will review your request and respond to you to confirm the cancellation details and where applicable, the refund amount.

10 LIABILITY

10.1 Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence or any other liability which is not legally permissible to exclude.

10.2 We shall under no circumstances whatsoever be liable to you for any indirect or consequential loss; or economic loss or other loss of turnover, profits, business or goodwill even if such loss was reasonably foreseeable or we knew you might incur it.
Subject to 10.1, our total liability to you, in respect of all other losses under these terms shall not exceed, in aggregate, the total price paid to us, for any claim or series of claims.

10.3 We warrant that we will provide our service with reasonable skill and care.

10.4 Except as set out in these terms, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded.

10.5 We shall not be liable for any delay in the performance of any of the obligations under our contract with you for any reason, including but not limited to, events outside of our reasonable control, acts of God or of the public enemy, war, insurrection, ill health, epidemic, pandemic, changes to medical regulations, restrictions or changes introduced by medical regulators, venue closure, fires, floods, riots, quarantine restrictions, strikes, acts of government, government imposed lockdowns, freight embargoes, earthquakes, electrical outages, computer or communications failures, cyber-attacks, malware, global IT outages / communication issues, software issues, storage issues, data centre issues, hardware or software failure, poor or limited internet connection, severe weather, and any acts or omissions of subcontractors or third parties.

10.5.1 Where circumstances outside of our reasonable control, such as those described in Clause 10.5 occur, we will notify you as soon as reasonably possible and we will seek to postpone or reschedule the appointment date. If, however, the circumstances outside of our reasonable control (described in Clause 10.5) continue for a period of 30 continuous days, we reserve the right to terminate our agreement with you. Under these circumstances, we will seek to refund amounts paid by you to us as our sole and exclusive remedy, without any liability on our part.

10.6 In rare circumstances where we have to cancel an appointment, such as:

10.6.1 where we are unable to perform our service for any reason whatsoever at the scheduled appointment date and time; or

10.6.2 where we are unable to attend a specific appointment date or time slot that has been booked;

we will notify you with as much notice as possible, and offer you an alternative appointment at the next available opportunity. Please note that if you decide to decline the rescheduled appointment, we will offer you a refund for the specific appointment, which you agree will be our sole and exclusive remedy.

10.7 In the event that there are technical issues during a videoconference which are solely attributable to MHV, which prevent us from completing the service, we will make attempts to remedy such issues during the video conference and to resolve and avoid the need to reschedule the consultation.

10.8 Where MHV experiences any technical issues which are solely attributable to MHV, preventing the video conference from being completed, the Consultant will offer you the following choices as our sole and exclusive remedy:

10.8.1 postponement of the consultation until such issues are resolved, with the remaining Consultation time being scheduled by videoconference at a future date; or

10.8.2 if the Consultant determines it to be clinically acceptable and appropriate, complete the remaining appointment by telephone call.

10.9 You confirm and agree that you understand that you will not be entitled to a refund (in whole or part) where you have been offered the remedy / remedies described in 10.8

10.10 We provide an assessment only service and not a treatment service. We do not offer private prescriptions, as best practice determines that prescription medication is a service best provided by your GP, who has your full, up to date medical history.

10.11 We are not responsible to you for any computer viruses, trojans, malware or other harmful computer software that you may receive by using our site or from any materials that we send to you.

10.12 Subject to your compliance with these Terms, we will have fulfilled our obligations to you, once the scheduled online appointment has taken place, and once the Consultant has provided you with a letter outlining the Consultant’s written opinion and recommendations.

11 YOUR OBLIGATIONS

11.1 You agree that you will be based in the UK at the time of the assessment.

11.2 You agree to complete the Referral Form at least 2 working days in advance of the appointment.

11.3 You agree to inform us if the information you’ve provided to us in the Referral Form is obsolete, incomplete or inaccurate.

11.4 You agree to provide accurate and truthful information to us in comprehensible English.

11.5 You agree not to amend in any way, any letters, reports or information provided by us to you.

11.6 We recommend you use anti-virus and anti-malware protection software and keep your computer secure and up to date.

11.7 You are responsible for ensuring that your hardware and internet capability supports the video conference software. You can check the requirements by going to this link: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060748

11.8 We use Zoom as they provide an encrypted video conference service, utilising Zoom’s 256-bit AES encryption. By accepting these terms, you agree that you are satisfied with the level of security for our primary video conference provider, and you can review more details on the security by following this link - Zoom’s Security: https://explore.zoom.us/en/trust/security/.

11.9 In the event that payment of our fees is made by a third party on your behalf, you shall procure that such third party complies with these terms and conditions and you shall specifically bring clause 7.7 (Non-Patient Payers) to their attention.

11.10 You agree that if there is a flaw or malfunction on our website which allows you to make an appointment or booking with us, which does not represent the proper price for our service, then MHV will be under no obligation to carry out the service until we have received the correct payment in full. You further agree, that you will notify us immediately, if you become aware, of any such website failure or malfunction.

11.11 You agree not to seek any repayment of money paid to us by asking your debit or credit card or such similar provider, to credit back a payment made to us, without making reasonable efforts to discuss and remedy the matter with us first. Failure to adhere to this clause will render you in material breach of this agreement, and you will be liable to us on demand, for the sums charged to us by our merchant service provider and in addition, you agree you will be liable for MHV’s time spent in dealing with the breach.

11.12 You agree that you must not under any circumstances demonstrate any threatening, abusive, rude, or aggressive behaviour towards the Consultant. If the Consultant receives any such behaviour, the videoconference will immediately be terminated, you will have materially breached the Terms of this agreement, and such actions may also be reported to the authorities, where appropriate to do so.

11.13 You must not modify the contents or adjust any letters or emails that we send to you.

11.14 You agree that if you book an appointment with us, which falls within 14 days from the day after you made the booking, then you hereby agree to opt-out of the Cooling Off Period and waive your rights to the Cooling Off Period.

11.15 You agree to pay for the services we provide under these Terms in full and in advance of the scheduled appointment.

11.16 You agree, if, for any reason (for example, due to our website malfunctioning), we do not receive the full payment of the amounts owed, we will contact you and issue an invoice for the balance, which will be due and payable immediately upon receipt.

12 IDENTIFICATION

12.1 At the start of the online consultation the Consultant may need to see your official identification. You agree to bring along a suitably recognised form of ID that the Consultant deems acceptable, such as: a valid passport, a valid UK driving licence (photo card).

13 HOW WE WILL COMMUNICATE WITH YOU

13.1 Within a reasonable time following your appointment with the Consultant, you will receive a written recommendation / an opinion from the Consultant. We will send this information/correspondence to you by email to the email address you’ve provided to us on the Referral Form.

13.2 We will usually only communicate with you using the email address you have supplied; however, you agree that we may contact you, using other details that you’ve supplied to us, if we reasonably believe our email to you has not been delivered. We would do this to obtain an alternate email address.

13.3 You agree that once we’ve sent you an email from our email address to the email address you’ve supplied to us, it will be deemed to have been delivered.

13.4 You agree that it is your responsibility to ensure that your email address is secure and that you are the only person with access to your email address. If you become aware that your email address becomes vulnerable in any way, or you are suspicious that someone else may have access to your email address or inbox, please let us know immediately and provide us with an alternative secure email address.

13.5 You agree that we are not responsible for any of our emails being delivered into your spam folder or if you’ve supplied us with an incorrect email address. If you are expecting an email from us, but you’ve not received one, please check your spam folder in the first instance. We recommend that you add our email domain (@mentalhealthviews.com) to your safe senders list. Please contact your own email provider if you need assistance on doing this.

14 IPR & COPYRIGHT

14.1 MHV owns the copyright and other intellectual property rights for our website and the content that we produce and have produced.

14.2 You are allowed to use our website for the purpose of booking a service for an online appointment with our Consultant Psychiatrist.

14.3 You are allowed to store, print, and make copies of information we provide to you for your own personal use, and you may share it with other health professionals that are supporting you with your care.

14.4 You are prohibited from:

i. sublicensing, selling, displaying, storing, distributing, copying, modifying, decompiling, disassembling, reverse engineering, translating, or transferring this website or its materials, either in whole or in part, or as part of any other product or service;

ii. using this website or its materials to create derivative works or competitor products or services;
allowing third parties to access, use, or benefit from the website or its materials in any manner;

iii. using any computer scraping tools, to access the website or its materials;

iv. using this website for any form of commercial gain.

14.5 You agree that all materials, products, and services provided on this website are the property of MHV, its affiliates, directors, officers, employees, agents, suppliers, or licensors including all copyrights, trade secrets, trademarks, patents, and other intellectual property. You also agree that you will not reproduce or redistribute MHV’s intellectual property in any way, including electronic, digital, new trademark registrations, or any MHV terms or agreements or commercial information.

15 COMPUTER MISUSE

15.1 We are not responsible to you for any computer viruses, trojans, malware or other harmful computer software that you may receive by using our site or from any materials that we send to you.

15.2 We do not make any representation or warranties that our website or the services that we provide will be secure or free from bugs or viruses.

15.3 We recommend that you install reliable anti-virus and anti-malware software on your computer and your smart devices, and that you keep your computer system up to date with the latest security updates.

15.4 You must not attempt to damage our website, gain access to it, or transmit to us knowingly any viruses, worms, Trojans or any other harmful software.

16 VARIATION

16.1 We reserve the right to make updates and any amendments to these terms and conditions at any time. We will not be able to notify you of updates, however, you will be able to review these terms and conditions on our website at any time.

17 THIRD PARTIES

17.1 These Terms do not confer on a third party any rights under the Contracts (Rights of Third Parties) Act 1999.

17.2 Unless otherwise, expressly provided, no terms of this agreement are to be enforceable by any third party.

18 ASSIGNMENT

18.1 Only MHV has the right to assign or transfer this agreement.

19 SEVERABILITY

19.1 If any provision of these Terms shall be determined by the English Courts to be invalid or unenforceable, such determination shall not affect the remaining provisions of these Terms, all of which shall remain in full force and effect.

20 PRIOR AGREEMENTS

20.1 These Terms shall supersede and apply to the exclusion of any other prior agreements, statements or understandings made prior to the signature of these Terms whether orally or in writing.

21 ENTIRE AGREEMENT

21.1 These Terms constitute the entire agreement between the parties with respect to their subject matter.

22 TERMINATION

22.1 MHV may terminate this agreement for reasons outside of our control pursuant to clause 10.5.1.

22.2 You agree that MHV may solely terminate this agreement at our convenience with immediate effect upon written notice to you. In the event that we terminate this agreement at our convenience, we will refund the amounts owed to you for the portion of work that we have not performed and you agree the reimbursement is our sole and exclusive remedy for the termination.

22.3 MHV may terminate this agreement in the event that you breach any of these Terms. In the event that you breach our Terms, we may seek reasonable compensation as a result of the breach, including but not limited to a reasonable deduction (in whole or part) of any advance payments made by yourselves, and we reserve the right to recover such reasonable further amounts for any losses that we may have incurred as a result of your breach of these Terms.

23 WAIVER

23.1 If MHV is delayed or does not exercise any right under these Terms or at law, then such rights shall not be considered as a waiver of that right.

24 GOVERNING LAW

24.1 The terms of this appointment are subject exclusively to the laws of England and Wales and the parties hereto submit to the exclusive jurisdiction of the English Courts.

25 DELAYED PAYMENTS

25.1 If for any reason, there are sums which are owed to us, which have not been paid by yourself (in whole or in part), these sums will be due on demand and you will be required to make immediate payment.

25.2 Although we will seek to remedy any dispute amicably, we reserve the right to take such legal action as necessary to recover any sums due to us from yourself and we reserve the right to charge you interest on any delayed payments at the daily interest at a rate pursuant to that in force at the time under the Late Payment of Commercial Debts (Interest) Act 1998.

26 COMPLAINTS

26.1 In the event you are unhappy with any aspect of our service please contact us as soon as possible in writing and we will investigate the issue and do our utmost to rectify the position.

26.2 Optional Feedback – Following our service, you agree that we can send you feedback to help improve our service. You are under no obligation to respond to any feedback, and if you do not wish to receive any feedback, please inform us at any time in accordance with Clause 27.1, or by opting out of any emails that we send to you.

27 CONTACTING US

27.1 In the event that you need to contact us, please contact us by email at info@mentalhealthviews.com

27.2 Our company is registered as Mental Health Views Limited a company incorporated under the laws of England and Wales, with registered number 10935220 whose registered office is at Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA.

Ref: MHV-Terms-2025