Patient Terms & Conditions and Privacy Notice

TERMS AND CONDITIONS OF USE (PLATFORM AGREEMENT)

• Company: VIAPSYCH LTD
• Registered Address: Glasgow, G41 2TA
• 1. INTRODUCTION

This Platform is operated by VIAPSYCH LTD (“we”, “us”, “our”) and provides a technology marketplace that enables users (“patients”, “you”) to connect with independent psychiatrists.

Nature of the Service

The Platform facilitates discovery of psychiatrists, enables appointment requests and scheduling, provides secure messaging and video calling tools and facilitates payment processing.

Services available through the Platform are limited to ADHD and autism assessments and do not cover other mental health conditions.

An assessment does not guarantee a diagnosis. Clinical outcomes depend on the clinician’s professional judgment.

Any screening questionnaires are for triage purposes only and do not constitute a diagnosis or clinical opinion.

Clinicians may determine that an assessment is not appropriate and may decline or redirect the appointment. In such cases, refunds or alternative arrangements will be made in accordance with the Platform’s policy.

Recommendations made by private clinicians may be shared with your GP; however, NHS providers are not obligated to accept such recommendations, including prescribing under shared care arrangements.

We act solely as an intermediary technology provider.

Not a Healthcare Provider

We do not provide healthcare services, diagnosis, treatment, or medical advice and do not employ or supervise psychiatrists.

We are not a regulated healthcare provider under the Care Quality Commission (England & Wales), or Healthcare Improvement Scotland (Scotland)

Independent Practitioners

All psychiatrists, operate independently, they are solely responsible for clinical care, set their own fees and availability and maintain their own professional obligations and insurance. Any doctor-patient relationship exists strictly between you and the psychiatrist.

2. ELIGIBILITY

You confirm that you are either at least 18 years old and accessing the Platform for yourself; or a parent or legal guardian acting on behalf of a child or dependent under your care.

Where you are acting on behalf of a child or dependent, you have the legal authority to consent to the use of the platform and consent to the processing of personal and health-related data on their behalf.

You are responsible for all activity conducted through your account

You have the legal capacity to enter into this agreement

You will use the Platform only for lawful purposes

3. ACCOUNT REGISTRATION

You agree to provide accurate and complete information, keep your login details secure and not impersonate another person. We may suspend or terminate accounts for misuse.

4. HOW THE PLATFORM WORKS

Marketplace Function

The Platform enables you to browse psychiatrist profiles, book appointments, communicate for administrative purposes and pay for services.

No Control Over Clinical Services

We do not assign psychiatrists to patients, set prices, control clinical decisions, provide treatment pathway or guarantee availability or outcomes.

5. BOOKINGS & APPOINTMENTS

Booking Process

You book the appointment with the available psychiatrist

The booking is confirmed only upon payment

If the psychiatrist cancels or is a no show, we offer a full refund

Late cancellations, defined as those made within 48 hours of the scheduled appointment time, will incur a charge of 50% of the fee

Failure to attend will result in full charges.

6. PAYMENTS

Payments are processed via the Platform

Psychiatrists set their own fees

We will charge a service fee

We act only as a payment facilitator.

7. PATIENT REFUND AND CANCELLATION POLICY

This Refund & Cancellation Policy applies to all ADHD and autism assessment services booked through ViaPsych.

By making a booking, you agree to the terms set out in this policy.

You may cancel your booking within 24 hours of purchase and receive a full refund, provided that:

The cancellation request is made at least 48 hours before the scheduled appointment time.

The clinician has not already commenced any clinical work (including review of submitted information)

If eligible, refunds will be returned to your original payment method.

If you cancel more than 24 hours after booking, but still more than 48 hours before your scheduled appointment, you will be eligible for a 50% refund.

The remaining 50% is retained to cover clinician time reservation and administrative costs.

If you cancel within 48 hours of your appointment time, you will not be eligible for a refund.

This is because clinician time has been fully reserved and is unlikely to be reallocated at short notice.

If the booked appointment is within the 48 hour time frame before the appointment time, a cancelation request will result in no refund (0% refund).

If you:

• Do not attend your appointment, or
• Fail to attend without prior cancellation

you will not be eligible for a refund.

The appointment will be considered delivered.

A clinician may determine that:

• The assessment is not clinically appropriate
• Additional information is required
• The case falls outside ADHD/autism assessment scope

In such cases, we may offer:

• A full refund
• A partial refund
• Or rescheduling

All decisions will be based on clinical judgment and platform policy.

Refunds will not be issued based on:

• Dissatisfaction with diagnosis or outcome
• Expectation of a different clinical result
• Preference for another clinician

All clinical decisions are made independently by clinicians regulated by the General Medical Council.

We use screening tools such as:

• ASRS v1.1
• AQ-10

These are used for triage purposes only and do not guarantee suitability, diagnosis, or outcomes.

If an appointment cannot proceed due to an issue on our side:

• You will be offered a full refund or rescheduling
• We will take reasonable steps to resolve the issue promptly

You may request to reschedule:

• Free of charge if more than 24 hours before the appointment
• Subject to availability if less than 24 hours before the appointment

We may issue refunds outside this policy in cases such as:

• Medical emergencies
• Serious illness
• Bereavement
• Safeguarding concerns

Evidence may be required.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013.

For cancellations or refund requests:

• VIAPSYCH LTDadmin@viapsych.co.uk
• Or

Use the cancellation request through the website portal.

Refunds are limited to:

• Technical failures
• Duplicate payments
• Platform-related booking errors
• Valid cancellations under the policy below
• Clinical Matters

Refunds will not be issued for clinical dissatisfaction, treatment outcomes or disagreements with psychiatrist decisions.

8. COMMUNICATIONS

Messaging tools are provided for scheduling, administrative coordination and document sharing.

They must not be used for emergency situations, urgent medical advice or ongoing clinical treatment.

9. PLATFORM DISCLAIMER

The Platform is not an emergency service

If you are in crisis, contact NHS 111 or emergency services (999)

We do not guarantee clinical outcomes

Use of the Platform is at your own risk

10. HEALTH DATA CONSENT

By using the Platform, you explicitly consent to:

• The collection and processing of your personal data, including health-related (special category) data
• The use of this data for the purpose of facilitating connections with independent psychiatrists
• The sharing of relevant data with psychiatrists you choose to engage with

Where you are acting as a parent or legal guardian:

• You confirm that you have the legal authority to provide consent on behalf of the child or dependent
• You consent to the collection, processing, and sharing of their personal and health-related data
• You accept responsibility for decisions made in relation to their use of the Platform

You may withdraw consent at any time. However, this may limit or prevent continued use of the Platform.

11. PRIVACY & DATA PROTECTION ( For more information, please refer to our privacy policy)

We are committed to protecting your personal data and complying with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We adhere to the requirements of the Information Commissioner's Office (ICO).

We act as a data controller in relation to personal data collected through the Platform for account management, booking facilitation, and platform operation.

Independent psychiatrists act as separate data controllers in relation to any clinical data, consultations, diagnoses, or treatment decisions.

We may collect and process the following categories of data:

• (a) Identity Data - Full name, Date of birth, Gender
• (b) Contact Data - Email address, Telephone number, Address
• (c) Account Data - Login credentials (encrypted), Account preferences, Booking history
• (d) Usage Data - IP address, Device information, Browser type, Interaction with the Platform
• (e) Health Data (Special Category Data) - Information you voluntarily provide regarding symptoms, medical history and conditions such as ADHD, autism, or mental health concerns.

We only collect health data that is necessary for facilitating connections with psychiatrists.

We process personal data under the following lawful bases:

• Contractual necessity – to provide access to the Platform and facilitate bookings
• Legitimate interests – to improve services, prevent fraud, and maintain platform security
• Legal obligation – where required by law
• Explicit consent – for processing health-related (special category) data

We use your data to create and manage your account, facilitate connections with psychiatrists, process bookings and payments, provide customer support, improve and develop the platform, ensure security and prevent misuse.

We do not use your data for automated clinical decision-making.

We may share your data with:

• (a) Psychiatrists - Information necessary to fulfil booking requests and health-related information you choose to provide.
• (b) Service Providers- Payment processors, cloud hosting providers and analytics providers.
• (c) Legal or Regulatory Authorities - Where required by law or to protect legal rights. We do not sell your personal data to third parties.

Where data is transferred outside the UK, we ensure appropriate safeguards are in place, such as adequacy regulations and standard contractual clauses.

We implement appropriate technical and organisational measures, including encryption of sensitive data, secure servers and infrastructure, access controls and authentication measures and regular monitoring for vulnerabilities. However, no system is completely secure, and you use the Platform at your own risk.

Data may be retained for periods consistent with legal obligations, providing services, professional standards applicable to psychiatrists, risk management and dispute resolution.

This may include retention of clinical records for several years, including longer periods for records relating to children. Health-related data is minimised where possible and not retained longer than necessary.

We collect and process personal data, including special category health data, to provide our services, including matching patients with appropriate clinicians, facilitating assessments, and enabling communication between patients and clinicians.

The lawful basis for processing personal data is the performance of a contract with you. The processing of health data is carried out on the basis of providing health care and treatment and is subject to appropriate safeguards.

Your information will be shared with the clinician you are matched with and may be shared with other healthcare providers (such as your GP) where appropriate and with your consent.

We store your data securely and only retain it for as long as necessary to fulfil the purposes for which it was collected and to comply with legal and regulatory obligations.

Under UK GDPR, you have the right to access your personal data, request correction of inaccurate data, restrict processing and request data portability along with requesting deletion of data. You may exercise these rights by contacting us. The requests will be passed onto the psychiatrist to make the final decision.

Clinical records are kept because of legal obligations, defence of legal claims and public interest in healthcare safety. Request of deletion can be accepted in limited cases such as if data is inaccurate, if it was collected unlawfully or if it’s no longer necessary.

Requesting access to partial data or full copy of data is permissible at any point in time.

Clinical records are controlled by the psychiatrist

Deletion requests are handled by them

Records are legally “owned” by the doctor

we store data on the doctor’s behalf only

Limitations on Deletion

Clinical Data will generally not be deleted where retention is necessary for:

• Compliance with legal or regulatory obligations
• Defence of legal claims
• Medical record-keeping requirements
• Public interest in healthcare safety

In such cases, data may be restricted rather than deleted.

We act as a data processor / infrastructure layer, not a care provider

No clinical use of the data

No clinical decision-making - We don’t interpret records, generate insights or guide treatment.

No care coordination - No treatment journeys provided and no follow-up systems driven by us

Deletion of Platform Data

You may request deletion of your Platform Data at any time.

We will delete such data where it is no longer necessary for the purposes collected, there is no legal obligation to retain it or if there is no ongoing dispute or legal claim.

Where processing is based on consent (including health data), you may withdraw consent at any time. This does not require deletion of existing clinical records and withdrawal may affect your ability to use the Platform.

If you are unhappy with how your data is handled, you may contact us. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO).

We aim to collect only the minimum amount of data necessary to operate the Platform and facilitate connections with psychiatrists. We do not store full clinical records unless strictly required.

12. DATA REQUEST HANDLING PROCEDURE

Right to Make a Request

You may request to access your personal data, correct inaccurate data, request deletion of data (where applicable) and/or restrict or object to processing.

Requests may be submitted via:

• Email: admin@viapsych.co.uk
• Platform request form / contact form

We may request additional information to verify your identity.

We will acknowledge receipt of your request without undue delay, typically within 5 business days.

We will respond to your request within one (1) calendar month of receipt.

Where permitted by law, this period may be extended by up to two additional months where the request is complex, or multiple requests have been made. You will be notified of any extension within the initial one-month period.

To protect your data, we may require proof of identity before processing your request. Failure to provide adequate verification may delay or prevent processing.

Where your request relates to clinical data:

• The request will be forwarded to the relevant independent psychiatrist
• The psychiatrist, as data controller, will determine the outcome

We remain responsible for coordinating the response within legal timeframes.

Outcomes

Following review, we may provide the requested data, correct inaccurate data, delete data (where legally permitted) and/or refuse the request (with explanation where permitted).

Refusal of Requests

We may refuse requests where there is a legal obligation to retain data, the request is manifestly unfounded or excessive and/or if clinical data must be retained for legal or safety reasons.

Where a request is refused, we will provide reasons and inform you of your right to complain.

If you are dissatisfied, you may lodge a complaint with the Information Commissioner's Office (ICO).

13. COMPLAINTS

Clinical concerns must be directed to the psychiatrist. We do not investigate clinical decisions, assess treatment quality or provide clinical dispute resolution.

Platform Complaints

We handle technical issues, booking issues, payment issues and platform misuse.

14. LIMITATION OF LIABILITY

To the fullest extent permitted by law, we are not liable for clinical outcomes, we are not responsible for psychiatrist conduct, we do not guarantee treatment effectiveness and we are not liable for indirect or consequential losses.

Nothing excludes liability where it is unlawful to do so.

15. TERMINATION

We may suspend or terminate access if these Terms are breached, fraud or misuse occurs or platform integrity is at risk.

16. INTELLECTUAL PROPERTY

All Platform content, software, and branding are owned by us.

17. CHANGES TO TERMS

We may update these Terms at any time. Continued use of the Platform constitutes acceptance.

18. LEGAL STATUS

Nothing in these Terms creates a doctor–patient relationship with the Platform, a partnership or joint venture or an employment relationship. Psychiatrists remain independent contractors at all times.

19. LEGAL ENFORCEABILITY

• 20. GOVERNING LAW & JURISDICTION

These Terms are governed by the laws of England and Wales. However, if you reside in Scotland, you may rely on mandatory provisions of Scots law and bring claims in Scottish courts and if you reside in Wales, you may bring claims in Welsh courts

21. SAFEGUARDING

The Platform is not responsible for safeguarding, clinical supervision, or the provision of care. Safeguarding responsibilities remain with the independent psychiatrist providing services.

Use by Parents and Guardians

Where the Platform is used for a child or dependent, the parent or legal guardian is responsible for supervising use of the Platform, providing accurate information and ensuring appropriate engagement with the psychiatrist.

Limitations

We do not monitor clinical interactions, assess safeguarding risk or Intervene in clinical matters. If you have safeguarding concerns, you should contact your psychiatrist, your GP, local safeguarding services or emergency services where appropriate.

The Platform is not an emergency service. If you are at risk of harm or require urgent assistance, you should contact emergency services or attend A&E.

If there is an immediate risk to safety, contact emergency services (999) or NHS 111.

22. CONTACT

VIAPSYCH LTD½ 101 Forth Street, Glasgow, G41 2TAadmin@viapsych.co.uk

TERMS OF SERVICE

• 1. About Us

VIAPSYCH LTD (“we”, “us”, “our”) operates an online platform that connects patients with independent psychiatrists for ADHD and autism assessments.

We are not a healthcare provider and do not provide medical advice, diagnosis, or treatment.

2. Scope of Services

Our platform facilitates access to assessments for:

• Attention Deficit Hyperactivity Disorder (ADHD)
• Autism Spectrum Condition (ASC)

We do not provide services for other mental health conditions.

3. Platform Role

We provide a technology service that:

• Facilitates completion of screening questionnaires (including tools such as ASRS v1.1 and AQ-10)
• Matches patients with independent clinicians
• Facilitates bookings and payments

All clinical services are provided by independent psychiatrists.

4. Independent Clinicians

Clinicians:

• Are independent contractors and not employees of the Platform
• Are solely responsible for clinical care, diagnosis, and treatment decisions
• Are regulated by the General Medical Council

We do not supervise or control clinical decision-making.

5. No Guarantee of Outcome

An assessment does not guarantee:

• A diagnosis
• A specific clinical outcome
• Access to medication or NHS services

All outcomes are determined by the clinician’s professional judgment.

6. Screening Tools

Screening questionnaires are used for triage only and are not diagnostic tools.

They are intended to support clinician matching and should not be relied upon as medical advice.

7. Suitability and Clinician Discretion

Clinicians may:

• Decline to proceed with an assessment
• Request additional information
• Redirect you to alternative services

Where an assessment is not appropriate, we will manage this in line with our refund policy.

8. Bookings and Payments

Payment is required prior to confirmation unless otherwise stated

A booking is confirmed only once payment has been successfully processed

Cancellation and refund terms are set out in our Refund Policy

9. NHS and GP Services

Clinicians may recommend that you contact your GP or NHS services.

However:

• NHS providers are not required to accept private diagnoses or recommendations
• Shared care agreements (including prescribing arrangements) are not guaranteed
• 10. Children and Young People (UK-WIDE)

Where services are provided to individuals under 18:

• The person making the booking confirms they have parental responsibility (where applicable)
• Clinicians will assess capacity and consent in accordance with applicable UK law

This includes principles of:

• Gillick competence in England, Wales and Northern Ireland

Equivalent capacity principles under Scots law, where children may have legal capacity depending on maturity and understanding

For individuals aged 16–17, their own consent may be required.

11. Legal Capacity (Scotland Specific Clarification)

In Scotland, capacity is governed by principles under the Age of Legal Capacity (Scotland) Act 1991. A person under 16 may have legal capacity to consent if they are deemed capable of understanding the nature and consequences of the assessment.

Clinicians are responsible for determining capacity in accordance with applicable law.

12. User Responsibilities

You agree to:

• Provide accurate and complete information
• Attend scheduled appointments
• Provide relevant medical history where requested
• 13. Emergency Situations

Our platform is not an emergency service.

If you are in crisis, you should contact:

• Emergency services (999/112)
• NHS 111 (or NHS 24 in Scotland)
• Your GP or local crisis team
• 14. Data Protection

We process personal data in accordance with our Privacy Policy and applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

15. Limitation of Liability

To the fullest extent permitted by law:

• We are not responsible for clinical services provided by independent clinicians
• We are not liable for clinical decisions, diagnoses, or outcomes

Our liability is limited to the amount paid for the service, except where liability cannot be excluded by law.

16. Intellectual Property

All platform content remains our intellectual property or that of our licensors.

17. Changes to These Terms

We may update these Terms at any time. Continued use of the platform constitutes acceptance of updated Terms.

18. Governing Law (UK-wide)

These Terms are governed by the laws of:

• England and Wales for users based in England and Wales
• Scotland for users based in Scotland

Any disputes will be subject to the jurisdiction of the courts of the relevant jurisdiction.

19. Contact Us

VIAPSYCH LTD½ 101 Forth Street, Glasgow, G41 2TAadmin@viapsych.co.uk

PRIVACY POLICY

• 1. Introduction

This Privacy Policy explains how we collect, use, and protect your personal data when you use our platform to access ADHD and autism assessment services provided by independent clinicians.

We are committed to protecting your privacy and handling your data in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

2. Who We Are

[Platform Name] (“we”, “us”, “our”) operates a technology platform that connects patients with independent psychiatrists.

We act as a data controller in relation to the personal data we collect and process for platform operations.

Clinicians providing services through the platform act as independent data controllers in relation to the medical information they process as part of providing clinical care.

3. What Data We Collect

We may collect and process the following categories of personal data:

• a) Identity Data
• Full name
• Date of birth
• Gender
• b) Contact Data
• Email address
• Phone number
• Address (if required)
• c) Health Data (Special Category Data)
• Screening questionnaire responses (including tools such as ASRS v1.1 and AQ-10)
• Medical history and symptoms
• Assessment-related information
• d) Booking Data
• Appointment details
• Clinician assigned
• Notes required to facilitate the booking
• e) Payment Data
• Payment status and transaction information (processed via third-party providers; we do not store full card details)
• f) Technical Data
• IP address
• Device and browser information
• Usage data
• 4. How We Use Your Data

We use your personal data to:

• Provide access to our platform
• Match you with an appropriate clinician
• Facilitate bookings and appointments
• Enable communication between you and clinicians
• Process payments
• Improve our services and user experience
• Comply with legal and regulatory obligations
• 5. Lawful Basis for Processing

We rely on the following legal bases:

• Personal Data
• Performance of a contract (to provide our services)
• Legitimate interests (platform improvement and administration)
• Health Data (Special Category Data)
• Provision of health care and treatment
• Explicit consent where required
• 6. Sharing Your Data

We may share your data with:

• a) Clinicians

Your information will be shared with the psychiatrist providing your assessment. Clinicians act as independent data controllers for clinical care.

b) Healthcare Providers

With your consent, clinicians may share relevant information with your GP or other healthcare providers.

c) Service Providers

Payment processors

IT and hosting providers

Customer support tools

d) Legal and Regulatory Authorities

Where required by law or to protect safety

7. Children’s Data

Where a booking is made for a child:

• We rely on consent from a person with parental responsibility
• Clinicians are responsible for assessing consent and capacity in line with Gillick competence

We take additional care to protect children’s data.

8. Data Retention

We retain personal data only for as long as necessary, including:

• To provide our services
• To comply with legal, regulatory, and contractual obligations

Clinical records may be retained by clinicians in accordance with professional requirements.

9. Your Rights

Under UK data protection law, you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request deletion of your data (in certain circumstances)
• Restrict or object to processing
• Data portability
• To exercise your rights, contact us at: admin@viapsych.co.uk
• 10. Data Security

We implement appropriate technical and organisational measures to protect your data, including:

• Secure storage systems
• Access controls
• Encryption where appropriate
• 11. International Transfers

Where data is transferred outside the UK, we ensure appropriate safeguards are in place in accordance with data protection laws.

12. Third-Party Links

Our platform may contain links to third-party websites. We are not responsible for their privacy practices.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised “Last updated” date.

14. Contact Us

If you have any questions about this Privacy Policy or how your data is handled, please contact:

You also have the right to lodge a complaint with the Information Commissioner's Office.

VIAPSYCH LTD½ 101 Forth Street, Glasgow, G41 2TAadmin@viapsych.co.uk

20. ACCEPTANCE

By using the Platform, you confirm that you have read and understood this agreement.