Terms & Conditions

Mind-Doctor.co.uk is the trading name of Mind doctor Limited, a company registered in England and Wales under company number 12632577 whose registered office is at 68 Hillingdon Road, Hillingdon, UB10 0AE.

These terms and conditions (“Terms”) apply to every person who registers on the Website to use the Service. Please read these Terms carefully and make sure that you understand them. You will be asked to confirm that you agree to these Terms before registering as a Member of Mind Doctors. If you do not agree to accept these Terms, you should not proceed with registration or otherwise access the Service.


These Terms should be read in conjunction with our privacy policy. We may amend these Terms from time to time.


If you have any questions about these Terms or our privacy policy, or if you have any comments or suggestions about the Service, please do not hesitate to contact us by emailing support@mind-doctors.co.uk.


Website:              www.mind-doctor.co.uk

Mind Doctor delivers the Service via the Website.

Membership of mind doctors is available to:

individuals on a pay-per-consultation basis.

Mind Doctor does not provide any emergency services or care for acute medical conditions.

The Service is not designed or intended in any way to replace the services provided by an NHS General Practitioner or a hospital clinician.

All material contained on the Website (including names, trade marks, logos, pictures and diagrams) is the property of Mind Doctors. Nothing contained on the Website or made available through the Service should be construed as granting any licence or other right of use without the express written permission of Mind Doctor.

The Website is the property of Mind Doctor and you have no right to modify, reproduce, copy or otherwise exploit it or any portion of it and any unauthorised use will terminate any right to use it.

The Service is only available for use by individuals as consumers and you have no right to use the Service or the Website for any commercial, business or re-sale purpose.

Eligibility to use the service

Only independent adults over the age of 18 years old are entitled to use the Service. The Service may not be used by those under the age of 18. The Service may, however, be used by adults to obtain medical advice in respect of their children under the age of 18. Children under 18 must be accompanied in any Session by their parent or legal guardian.

Mind Doctors Medics practise in accordance with the healthcare regulations and guidelines applicable to medical practitioners in the United Kingdom. You may book and attend an Appointment via the Service with a Mind Doctor Medic from anywhere in the world. Mind Doctor does not, however, take any responsibility for differences between healthcare regulations and variations in different countries.


Your account and password

When you register as a Member you will be required to provide a user-name and password together with such other information which we may require as part of our security procedures. You must treat such information as confidential and must not disclose it to any third party.

Mind Doctor has the right to disable any user name or password, whether chosen by you or allocated by Mind Doctor, at any time, if in Mind Doctor reasonable opinion you have failed to comply with any of the provisions of these Terms.

If you know or suspect that anyone knows your user-name or password, you must notify us at support@mind-doctor.co.uk.


Accessing the service

While every effort is made to avoid interruptions or unavailability with strict performance, security and quality controls and monitoring in place, we are unable to guarantee that the Service, or any content on it, will always be available or be uninterrupted. Interruptions may be required for scheduled maintenance work or may be beyond our reasonable control. We shall endeavour to schedule routine maintenance work for times when our Members are least likely to require access.

You are responsible for making all arrangements necessary for you to have access to the Service.

Any medical information given on the Website whether expressly stated or implied, is for information purposes only. The information is provided "as is" and without warranty of any kind by Mind Doctor.

Performance statistics and user/patient feedback cited on the Website are based on Mind Doctor reporting in-house or third-party surveys and are subject to change without notice.

You agree that any information you provide when using the Service is true and accurate, is not misleading, and is provided in good faith.

Making an appointment

You may book an Appointment with a Mind Doctor Team Member via the Website. The Appointment will take place via telephone or video conference through the Website.

When booking your Appointment, you will be required to provide short details about your Appointment and select a time slot in which you would like to attend your Appointment. All Appointment times reflect the timezone which is specified in your Account settings which is the UK timezone. Always check that the correct timezone is set when booking or attending appointments.

Upon accepting your Appointment request, Mind Doctor will send confirmation by email to the email address provided at the time of booking details of your Appointment.


Members' data

All information collected and supplied by you to Mind Doctor will be treated as confidential and only processed by us to enable us to provide the Service or as described in this section and our privacy policy.

For the purposes of the Data Protection Act 1998, the data controller is Mind Doctor Limited.

Mind Doctor will not share with any other person any information about whether or not you, individually, have booked an Appointment nor any information shared with a Mind Doctor Team Member during any Session unless, where appropriate, you explicitly consent to us or the Mind Doctor Team Member.

Whilst Mind Doctor may strongly encourage you to inform your GP of any health concerns you may have discussed with a Mind Doctor Team Member, we shall not share information with your GP unless we have your express written consent or there is an overriding public interest in disclosing the information without your consent. This is in accordance with the current General Medical Council guidance, which may change from time to time.


Changes to these terms

We may revise these Terms from time to time in the following circumstances:

changes in relevant laws and regulatory requirements; and

where we in our discretion deem a revision necessary or desirable and notify you of such a revision.

If we make a revision to these Terms, we will notify you of such revision when you next access the Service. Your continued use of the Service will be deemed to constitute acceptance of such revised Terms and it is your responsibility to ensure that you understand any changes and consent to such Terms when you next use the Service.

Viruses

We do not guarantee that the Service will be secure or free from bugs or viruses.

It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile device) meets the necessary technical specifications to enable you to access and use the Service. You should use and maintain your own virus protection software.

You must not misuse the Service by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Service, the server on which the Service is stored or any server, computer or database connected to the Service. You must not attack the Service via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Service will cease immediately.


Linking to our website

You may link to the Website's home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists and you must not establish a link to the Website in any website that is not owned by you.

The Website must not be framed on any other website, nor may you create a link to any part of the Website other than the home page.

We reserve the right to withdraw linking permission without notice.

If you wish to make any use of content on the Website other than that set out above, please contact us at support@mind-doctor.co.uk

Third party links and resources

The Website may contain contains links to other websites and resources provided by third parties (“Other Sites”). Other Sites are not under our control and we are not responsible for and do not endorse their content or their terms and conditions or privacy policies (if any). You will need to make your own independent judgement regarding your interaction with any Other Sites, including the purchase and use of any products or services accessible through them.


Payment for Consultations

You may use the Service in the following way:

individual membership on a pay-per-Appointment basis.

Payments are required to be made Mind-Doctors for the appointments.

The prices exclude:

VAT, where applicable, and unless otherwise stated; and:

reasonable credit card and other processing fees, where these fees are incurred by us.

Members shall be required to pay the cost of each Appointment as set out on the Website, which may vary from time to time. Payments for all Appointments must be made in advance to Mind Doctor by credit or debit card. Mind Doctor accepts most major credit and debit cards.

You should be aware that online payment transactions are subject to validation checks by your card issuer and Mind Doctor is not responsible if your card issuer declines to authorise payment for any reason. If such payment is not authorised, your right to the booked Appointment shall be cancelled. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. Mind Doctor is not responsible for any such fee.

If you book an appointment you will automatically become a registered member without any members fee. If you decide that you wish to no longer be a member of the website then you will need to email us at support@mind-doctors.co.uk.  


Insurance

Mind Doctor will use reasonable endeavours to process valid insurance claims directly with approved insurers on your behalf, providing you have provided correct and sufficient insurance details (including, without limitation, authorisation details for the relevant treatment), the relevant treatment is likely to be a treatment covered by the insurer, and the insurer is one which is on Mind Doctor approved list as having agreed to direct interaction with Mind Doctor.

We shall not process an insurance claim with any insurer without valid authorisation for that claim. It is your responsibility to verify with your insurer that the condition to be treated is covered by your insurance policy and to obtain authorisation for your treatment.

If your insurer determines that the care and treatment provided by Mind Doctor is not covered, or not fully covered, under your insurance policy, you agree that you will be liable for the portion of the charges that are not settled by the insurer.


Fair use

Mind Doctor reserves the right to deny any Subscriber access to the Service if, in the reasonable opinion of Mind Doctor, that Subscriber makes excessive use of the Service relative to typical usage patterns or is abusive or acts inappropriately to any Mind Doctor Team Member or any employee or agent of Mind Doctor. Inappropriate acts include, without limitation: (i) inappropriate, abusive, offensive behaviour or remarks; or (ii) ‘time-wasting’, which shall include cancellations. In the event of excessive, inappropriate or abusive use, Mind Doctor reserves the right to terminate access to the Service (including by deletion of the Member’s account and information) with immediate effect upon written or email notice to the Member.


Amending and cancelling appointments

You may cancel an Appointment at any time up to 48 hours prior to the time at which your Appointment is due to begin and you will receive a full refund of any Session fees which you have paid.

If you cancel within 48 hours of the Appointment or once the Appointment has begun, no refund shall be payable and Mind Doctor reserves the right to restrict future Appointments or to prevent further access to the Service.

If you are late for an Appointment by more than 10 minutes, the Mind Doctor Team Member reserves the right to either cancel or to continue with the Appointment. In the case of cancellation, no refund shall be payable and you shall be asked to schedule another Appointment.

If you have not been able to attend the Appointment because the Service is unavailable due to a technical fault caused by Mind Doctor, then Mind Doctor may offer you a refund.

It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile device) meets the necessary technical specifications to enable you to access and use the Service. Any failure by you to attend an Appointment because your equipment does not meet the necessary technical specifications will not lead to Mind Doctor providing you with a refund.

If a refund is payable, Mind Doctor will usually make any refund to you using the same method used by you to pay for the Appointment, unless agreed otherwise.


Our cancellation rights

Mind Doctor may have to cancel an Appointment due to an Event Outside Our Control or the unavailability of a Mind Doctor Team Member or key materials without which Mind Doctor cannot provide the Service. Mind Doctor will promptly notify you in the event of such cancellation.

No refunds shall be payable in the event that any service that you have requested cannot be provided due to your own absence (including, without limitation, for a scheduled Session), negligence, failure to provide requested information or other relevant error.

From time to time, we may request certain information from you that may be confidential and/or covered by data protection legislation. Such information may include, but not be limited to, details of any medical conditions. Mind Doctor will contact you in writing about this. If you do not, after being asked by Mind Doctor, provide us with this information, or you provide incomplete or incorrect information, we may not be able to proceed with the relevant services. Mind Doctor will not be liable for any delay or non-performance where you have not provided this information to us upon request and we shall not be obliged to provide any refund.


Mind Doctor team members

GPs are registered with the General Medical Council and undergo regular appraisals under the mandatory reviews for UK practising clinicians.

Psychiatrist are registered with the General Medical Council as well as the royal College of Psychiatry and undergo regular appraisals under the mandatory reviews for UK practising clinicians.

Our Pharmacists are registered General Pharmaceutical council, our Nurses are registered with the Nursing and Midwife Council and our psychologist registered with British Psychological Society. All conduct regular training and actively work within the NHS.

A virtual Session with a Mind Doctor Medic may not always be sufficient for your needs and is unlikely to be appropriate or sufficient in cases (i) of emergency, (ii) where a physical examination is likely to be required, or (iii) where physical intervention is likely to be required. We strongly recommend that you share and/or discuss the information from your Session with your GP and that you return to your GP to discuss any significant differences in recommended medical treatment and your concerns about previous medical treatments by your GP.

Each Mind Doctor Clinician has committed:

to provide a professional and transparent service that complies with (i) the General Medical Council Guidelines on remote prescribing, essential standards of quality and safety as interpreted by the CQC and clinical best practice in the UK;

to volunteer where requested their General Medical Council professional registration number when prescribing medicines and communicating with Members;

to prescribe medicines only when in their professional judgment it is in the Member’s best interests to receive the medicine being requested and, accordingly, to refuse to prescribe medicines when they believe it is not in the Member's best interests to receive medicines without the benefit of a face to face consultation; and

to take all reasonable steps to protect the personal information of Members.

The information and advice provided by a Mind Doctor Medic during a Session is based on the information you have supplied to Mind Doctor and the Mind Doctor Medic. It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) may affect the information and advice the Mind Doctor Medic gives to you and, as such, may have consequences for which we are not responsible.

If you do not fully understand any Advice or information given during your Session, it is your responsibility to raise this during your Session and the Mind Doctor Medic.

Mind Doctor medic Team Members are not directly employed by Mind Doctor. We take all reasonable steps to verify the identity of Mind Doctor medics and to verify certain background information about such Mind Doctor Medic team Members.  Mind Doctor makes no representation or guarantee in relation to, and is not responsible for, the qualifications of any Mind Doctor Medic Team Member who is not an employee of Mind Doctor.

Mind Doctor is merely a platform for which clinicians engage with members to provide a service via Mind Doctor members at a fee.

Sessions are subject to Mind Doctor Team Member availability. When you make an Appointment we shall use reasonable efforts to offer a Session at the time requested but we can give no guarantee that an Appointment will be available within a particular time frame. Mind Doctor cannot guarantee the availability of any individual Mind Doctor Medic Team Member.

You acknowledge that while Mind Doctor takes all reasonable precautions, due to the nature of electronic communications the security of a remote interaction cannot be guaranteed.

You understand and agree that Sessions are limited in duration to the time booked for the Appointment.

If, following a Session, you are in any doubt, or have any concerns regarding any Advice you have received or failed to receive, or regarding your health, wellbeing or any conditions, you are responsible for seeking further medical advice from your GP or suitable healthcare professional not affiliated with Mind Doctor or for using the emergency services where appropriate.


Prescriptions

Mind Doctor medics will only be able to issue you a prescription once they consult with your local GP. No Prescription will be issued without Mind doctor consulting your GP to ensure best practice.

Mind Doctor Medics may issue prescriptions for medicines only when in their professional judgment it is in your best interests to receive the medicine in accordance with General Medical Council Guidelines on remote prescribing and essential standards of quality and safety as interpreted by the CQC and liaising with your local GP.  Mind Doctor Medics may refuse to prescribe medicines when they believe it is not in your best interests to receive medicines without the benefit of a face-to-face consultation. Mind Doctor strongly advises you to share information with your GP about any prescriptions you receive.

Certain classes of medications including, but not limited to specialist drugs, medications requiring close monitoring or controlled drugs (for example benzodiazepines such as sleeping tablets, and opioids such as morphine) and other classes of strong pain killers are not suitable for online prescribing. This is not an exhaustive list and your Mind Doctor Medic may advise you that a particular medication may not be suitable for an online prescription.

We will send you your prescription free of charge by post by next-day delivery and you may take your Mind Doctor Medic prescription to a local pharmacy for processing and delivery or collection.

You agree that you will comply with any instructions given in relation to any Prescription Products provided to you, including, in particular, timing and dosages and you will promptly report any side effects of any prescription to a Mind Doctor Team Member. You agree that you will not permit any other person access to your Prescription Products.

Mind Doctor Medic will inform your registered GP of any medication changes advised by Mind Doctor Medic.


Specialist referrals

A Mind Doctor Medic may provide a Referral to a specialist clinician where the Mind Medic considers that such Referral is clinically appropriate for a Member following a Session. Mind Doctor Medics shall use all reasonable efforts to ensure that the most appropriate Referral and recommendation is made, taking into account the information provided by a Member during the relevant Session.

Clinicians to whom Referrals are made are independent practitioners not connected to Mind Doctor. Mind Doctor takes all reasonable steps to ensure that it refers Members only to appropriately qualified and experienced specialists but has no liability for any loss, damage or personal injury caused as a result of any such Referral.

You are responsible for paying the fees of any clinician to whom you are referred by a Mind Doctor Medic or, if you have valid medical insurance, for obtaining authorisation for such treatment from your insurer.


Diagnostic tests

Mind Doctor Medics may make Referrals for a range of private diagnostic investigations including pathology (e.g. bloods tests, urine) and imaging (e.g. x-ray, ultrasound scans, MRI). You acknowledge that you are solely responsible for arranging, undertaking and paying for such tests and you agree to comply with any instructions provided in relation to the testing services including (without limitation) in relation to the booking of and payment for tests. The processing time of tests may vary according to the provider used and Mind Doctor cannot influence this directly and cannot guarantee the availability of the services from test providers and shall not be liable for any acts or omissions of the test providers.

You are advised to book a follow up Appointment with a Mind Doctor Medic for a review of your test results and you understand that results will not be routinely reviewed by Mind Doctor.


Our liability

Mind Doctor does not exclude or limit in any way its liability for:

death or personal injury caused by our negligence or the negligence of its employees, agents or subcontractors;

fraud or fraudulent misrepresentation;

breach of the terms implied by section 2, 3, 4 and 5 of the Supply of Goods and Services Act 1982;

defective products under the Consumer Protection Act 1987;

Liability for Defective Products Act 1991;

for any other liability which cannot be excluded or limited by applicable law.

Mind Doctor disclaims all warranties, express or implied, to the full extent permitted by law.  

Mind Doctor has no liability for the quality or type of service or goods provided by any third party to whom a Referral is made.

If our supply of the Service is delayed by an Event Outside Our Control, we will use our reasonable endeavours to notify you as soon as possible and we will take reasonable steps to minimise the effect of the delay. If we comply with our obligations under this paragraph we will not be liable for delays caused by the relevant event, but if there is a risk of substantial delay you may contact us to receive a refund for any Appointments you have paid for but not received.

In the event of our failure to comply with these Terms, we are responsible for any loss or damage you suffer that is a foreseeable result of or breach of these Terms or our negligence, but we are not responsible for any loss or damage that:

is not foreseeable: loss or damage is foreseeable if it is an obvious and direct consequence of our breach or if it is contemplated by you and us; or

has been caused by a Mind Doctor Team Member (except if such Mind Doctor Team Member is an employee of Mind Doctor acting within the scope of his or her employment), Affiliate, subcontractor or third party.  Such Mind Doctor Team Member, Affiliate, subcontractor or third party person shall be solely liable for that loss or damage unless and to the extent that it is caused by the negligence, material breach or wilful default of Mind Doctor.

The Service is not suitable for managing a medical emergency or acute condition, any condition that should reasonably require face to face analysis, diagnosis or treatment, or for sourcing any product or service urgently.

Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data but subject to that and to Mind Doctor legal obligations as a data controller, Mind Doctor is not responsible for any data loss or unauthorised access by other persons, whether a result of unauthorised access, misaddress, technical failure, technical interference, negligence or otherwise.

Mind Doctor provides the Service for domestic and private use only. We have no liability to you for any:

loss of profit;

loss of business;

business interruption; or

loss of business opportunity.

Without prejudice our liability in connection with the provision of the Service whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed £1,000 aggregate.


Electronic communications

When you use the Website or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices, alerts or other information through the Website. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

All of Mind Doctors consultations are conducted via Zoom video calls or telephone. Should a member make an appointment they are required to download the zoom application or advise prior to the appointment their method of consultation.

The zoom application or link is https://zoom.us/signin

For yours and the Mind Doctor Medics safety we will record the Zoom consultations should case arise of a compliant. This information will not be available but only to the Mind Doctor Medic whom you have done the consultation with.

General

You may not transfer or assign any or all of your rights or obligations under any these Terms.

All notices given by you to Mind Doctor must be given in email to support@mind-doctors.co.uk. We may give notice to you at either the email or postal address you provide to us when registering as a Member.

If we fail to enforce any of our rights, that does not result in a waiver of that right.

If any provision of these Terms is found to be unenforceable, all other provisions shall remain unaffected.

These terms are governed by English law and you and we submit to the non-exclusive jurisdiction of the English courts.


Complaints

Mind Doctor welcomes all feedback and you can contact us by phone on 07533467640 or by email on support@mind-doctor.co.uk.

If you have a complaint we will always endeavour to resolve the issue as quickly as possible.

If you would like to make a formal complaint you should do so as soon as possible in order to help us to establish what happened. If this is not possible, your complaint should be submitted within 6 months of the incident that caused the problem.

You should make your complaint in writing by email via support@mind-doctors.co.uk or by post to Mind Doctors, 68 Hillingdon Road, Hillingdon, UB10 0AE. You should be specific and concise and always include the patient’s full name, date of birth, address and complaint details.

The Mind Doctor team will endeavour to deal with your concerns promptly and in the correct way.

Mind Doctor will acknowledge your complaint within five working days and will aim to have fully investigated it within 20 working days from the date it was received. Any delays will always be communicated with you.

When we investigate complaints, we will investigate the circumstance; make it possible for you to discuss the circumstances and problem with those concerned; ensure you receive an apology if appropriate and take steps to ensure that the problem does not occur again.

You will receive a final letter or email setting out the result of any investigation.

If you remain dissatisfied, you may refer the matter to the CQC.


Disputes

If any dispute arises in connection with these Terms, we will attempt to resolve such dispute amicably. 

Contact Mind Doctor

Please submit any questions you have about these Terms by email to support@mind-doctor.co.uk, by telephone on 07533 467640, or by post to Mind Doctor, 68 Hillingdon Road, Hillingdon, UB10 0AE.