Patient Terms & Conditions and Privacy Notice

VIAPSYCH LTD – PATIENT AGREEMENT, TERMS OF SERVICE & PRIVACY FRAMEWORK

Effective Date: 18 May 2026

Please read this document carefully before using our website, accessing our secure user portal, or scheduling an appointment (Patient T&... p. 6). By creating an account, browsing clinician profiles, exchanging messages, or booking a consultation on the ViaPsych platform, you confirm that you have read, understood, and agree to be legally bound by this entire integrated Agreement (Patient T&... p. 6).

PART 1: TERMS AND CONDITIONS & PLATFORM USE AGREEMENT

1. Introduction and Legal Nature of the Platform

These Terms and Conditions constitute a legally binding agreement between ViaPsych Ltd, a company incorporated in the United Kingdom with its registered office in Glasgow (“ViaPsych”, “we”, “us”, “our”), and the user of the ViaPsych platform (“you”, “user”).

ViaPsych operates exclusively as a digital technology platform and infrastructure provider. The Platform functions as an online marketplace that enables adult users to discover, communicate with, and book appointments with independent medical practitioners. The Platform is not a healthcare provider, not a medical practice, not a clinical service, and not a regulated provider of healthcare services. Its role is strictly limited to providing digital infrastructure, communication tools, booking systems, scheduling systems, administrative dashboards, and payment facilitation services.

All healthcare services accessed through the Platform are delivered solely by independent clinicians who act in their own professional capacity and under their own regulatory obligations (Patient T&... p. 1). Any clinical interaction that occurs following a booking is strictly between the user and the independent clinician. A direct doctor-patient relationship is formed solely between you and the clinician upon booking or consultation (p. 2). ViaPsych does not supervise clinicians, does not direct clinical decision-making, does not provide clinical oversight, and does not influence clinical outcomes in any manner (p. 2).

These Terms apply to users located throughout the United Kingdom, including England, Wales, Scotland, and Northern Ireland.

2. Strict Scope of Services and Service Limitations

The Platform is strictly limited to facilitating access to private adult ADHD and adult autism assessment services, including:

• Adult ADHD assessments
• Adult Autism Spectrum Disorder (ASD) assessments
• Combined adult ADHD and autism assessments
• Associated follow-up consultations
• Medication titration where clinically appropriate and independently determined by the clinician

The Platform does not provide services for individuals under 18 years of age. Any attempt to use the Platform for minors will be rejected, suspended, or cancelled.

The Platform does not provide emergency care, crisis services, urgent care, real-time clinical monitoring, general psychiatric treatment, psychological therapy, or ongoing care management.

The Platform does not participate in the prescribing or dispensing of medication. Any prescription issued is created solely by the independent clinician exercising their own professional judgement. The Platform is not connected to any pharmacy, dispensing system, or medication fulfilment service, and does not facilitate or transmit prescriptions.

3. Independent Clinicians and Professional Independence

All clinicians available via the Platform are independent contractors. They are not employees, agents, partners, or representatives of ViaPsych Ltd. Each clinician is individually responsible for ensuring compliance with all applicable professional, legal, and regulatory obligations, including but not limited to General Medical Council (GMC) registration, a licence to practise, clinical governance requirements, and adequate professional indemnity coverage covering telepsychiatry.

Clinicians retain full and exclusive responsibility for all clinical activity including assessments, diagnoses, prescribing decisions, treatment plans, follow-up care, and any clinical communications with users.

4. Clinician Fees and Platform Commercial Structure

Each clinician independently sets their own fees for consultations, assessments, and any associated clinical services. These fees are determined solely by the clinician and may vary between clinicians. ViaPsych does not set, standardise, negotiate, or control clinician pricing.

Payments made through the Platform include two distinct components: the clinician’s professional fee and the Platform service fee for the use of its infrastructure. The clinician fee and Platform service fee are distinct and independently determined components of the total booking cost. The Platform acts strictly as a payment facilitation infrastructure provider to enable transactions between users and independent clinicians.

5. Platform Functionality and User Experience

The Platform provides users with account creation functionality, clinician browsing interfaces, appointment booking systems, scheduling tools, secure messaging systems, payment processing infrastructure, and administrative dashboards.

Any questionnaires, screening tools, or structured forms provided on the Platform are strictly informational and administrative in nature. These tools are used solely for the purpose of enabling clinicians to receive background information prior to consultation and do not constitute diagnostic tools, clinical assessments, or medical advice.

The Platform does not prioritise users based on clinical urgency, does not triage cases, and does not assign clinicians based on medical need or condition severity. Users independently select clinicians based on availability and profile information.

6. Bookings, Contract Formation, and User Portal

When a user books an appointment through the Platform, a contractual arrangement is formed for the reservation of clinician time and use of Platform infrastructure services (Patient T&... p. 2). A booking is only confirmed upon successful payment processing via our secure integrated third-party payment providers.

Users are provided with a secure digital portal through which they may manage appointments, reschedule bookings in accordance with applicable policy, access administrative communications, and view booking-related information.

The Platform does not store, host, or generate unencrypted clinical records within the standard user portal interface. Viewable clinical records remain solely under the control of the independent clinician via segregated clinician systems.

7. Payments and Transaction Flow

All payments are processed via secure third-party payment providers. ViaPsych does not store full credit or debit card details and does not act as a banking or financial institution. You authorise us to facilitate the technical collection of the total booking fee at the time of your reservation.

8. Refunds, Cancellations, Rescheduling, and Commercial Fairness

All bookings are subject to a structured cancellation and refund policy reflecting the reservation of clinician time and administrative infrastructure costs:

Full Refund Window: A full refund will be issued where a cancellation occurs within twenty-four (24) hours of booking, provided that the cancellation is made at least forty-eight (48) hours before the scheduled appointment and no clinical work has commenced. Clinical work is considered commenced when a clinician begins reviewing submitted background questionnaires, preparing an assessment, or engaging in pre-consultation clinical preparation.

Partial Refund Window: A partial refund of fifty percent (50%) will be issued where cancellation occurs more than twenty-four (24) hours after booking but still more than forty-eight (48) hours prior to the scheduled appointment.

No Refund (Late Cancellations and No-Shows): No refund will be issued where cancellation occurs within forty-eight (48) hours of the scheduled appointment or where a user fails to attend a confirmed appointment.

Clinical Adaptations: Where a clinician determines that an appointment cannot proceed due to clinical appropriateness, safety concerns, or scope limitations, the Platform may offer rescheduling or a refund at its discretion based on clinician input.

Clinical Judgement Disputes: Refunds are never issued based on a user's disagreement with a clinician's professional clinical judgement, dissatisfaction with a diagnosis, or expectations of alternative clinical outcomes.

Technical Failures: If an appointment fails due to technical issues directly attributable to the Platform's core systems, users will receive a full refund or a complimentary rescheduling.

Exceptional Circumstances: Exceptional refunds may be granted at the platform's sole discretion in cases of verified medical emergency, bereavement, serious illness, or safeguarding-related circumstances. Nothing in this section excludes your statutory consumer rights.

9. Communications and Strict Off-Platform Restrictions

The Platform provides secure messaging tools for administrative communication including scheduling, document exchange, and booking coordination. Users must not use the Platform for emergency communication or clinical emergencies.

All communication between users and clinicians introduced via ViaPsych must remain within the Platform’s systems unless expressly permitted by the Platform or required in exceptional circumstances for continuity of care determined by the clinician.

Users must not request, provide, or exchange personal contact details with clinicians, including but not limited to personal email addresses, telephone numbers, external messaging applications, or social media accounts, for the purpose of conducting consultations or related clinical or administrative interactions outside the Platform.

This restriction is strictly necessary to ensure the integrity of Platform safeguards, maintain accurate records, support data protection compliance, and ensure users remain within the scope of Platform protections including booking management, dispute resolution, refund eligibility, and service governance. Any attempt to circumvent Platform systems by moving consultations, payments, or clinical interactions off-platform may result in immediate suspension or permanent termination of access. The Platform accepts no liability for any interaction, communication, financial transaction, or clinical activity conducted outside its systems.

10. User Obligations and Account Security

Users agree to provide accurate, complete, and lawful information when using the Platform. Users are responsible for maintaining the strict confidentiality of their login credentials (passwords and multi-factor tokens) and are entirely responsible for all activity conducted under their account. The Platform may immediately suspend or terminate accounts where misuse, fraud, security risk, or breach of these Terms is identified.

11. Intellectual Property Rights

All intellectual property rights in the Platform, including software, source code, visual design, branding, text, systems, and content owned by ViaPsych, remain the exclusive property of ViaPsych Ltd or its licensors. Users are granted a limited, non-transferable, revocable licence to access and use the Platform solely for its intended purpose of booking and managing clinical assessments.

12. Limitation of Liability and Risk Allocation

ViaPsych provides digital infrastructure only and is not liable for any clinical decisions, diagnoses, treatment outcomes, prescribing decisions, or professional conduct of independent clinicians. The Platform is not responsible for the accuracy of clinical advice, medical judgement, or healthcare outcomes.

To the maximum extent permitted by law, the Platform’s liability for any infrastructure failure, operational error, or breach of contract is limited strictly to the amount paid by the user for Platform services. Nothing in these Terms excludes or limits liability where such exclusion is prohibited by law (including fraud or personal injury caused by negligence).

13. Force Majeure

The Platform shall not be liable for any failure or delay in performance caused by events outside its reasonable control, including core internet or cloud hosting infrastructure failures, widespread cyber incidents, denial-of-service attacks, third-party carrier outages, telecommunication grid collapses, governmental actions, or natural disasters.

14. Termination

The Platform may suspend or terminate your access for breach of these Terms, fraud, legal compliance requirements, or risk to Platform integrity. Termination does not affect completed financial transactions or accrued obligations.

15. Entire Agreement and Severability

These Terms constitute the entire agreement between the user and ViaPsych regarding platform usage. If any provision is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain fully valid and enforceable.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Users in Scotland and Northern Ireland retain all applicable statutory consumer protections and jurisdictional rights, allowing disputes to be brought before their respective domestic courts.

PART 2: PATIENT PRIVACY NOTICE (UK GDPR TRANSPARENCY)

ViaPsych Ltd processes personal data in compliance with the UK GDPR and the Data Protection Act 2018. This Privacy Notice outlines our absolute adherence to data minimisation, accountability, and technical role separation.

1. Mandatory Separation of Data Control (Who Protects Your Data?)

Under UK data protection regulation, data responsibilities on our infrastructure are divided to preserve clinical confidentiality:

The Independent Clinician is the Independent Data Controller for your Clinical Data: Your treating psychiatrist is solely responsible for creating, interpreting, managing, and retaining your medical histories, psychiatric evaluations, ADHD/Autism diagnostic results, and prescriptions. They control the clinical "purposes and means" of processing.

ViaPsych Ltd is the Independent Data Controller for your Operational Platform Data: We handle your basic profile creation data, billing metadata, platform login tracking, and communication routing to make the software platform operate.

ViaPsych Ltd acts strictly as a Data Processor for your Clinical Data: To keep your files safe, your clinician utilizes our secure infrastructure environment to host your health data. ViaPsych processes and houses that data strictly on behalf of, and under the specific, documented instructions of, your clinician in accordance with Article 28 of the UK GDPR.

2. "Zero-Knowledge" Security Encryption & Access Exclusions

To guarantee your absolute medical privacy, ViaPsych operates a Zero-Knowledge encryption framework.

Your clinical notes, screening data, and assessment outcomes are encrypted at the software layer before they are stored on our servers.

ViaPsych staff, systems developers, and platform administrators cannot read, view, parse, or access your clinical notes or medical records under normal operating conditions.

Your clinical files are technically and logically segregated from our operational billing databases. We never utilize your clinical records for automated profiling, commercial analytics, or platform marketing.

3. The "Break-Glass" Emergency Access Protocol

The platform's technical encryption boundary blocking access to clinical data can only be bypassed via a strictly audited "Break-Glass Protocol" limited exclusively to:

Technical Faults: Where your clinician experiences an active data infrastructure failure or system error threatening database integrity, and explicitly authorises our core engineers in writing to perform time-bound technical repair.

Lawful Compulsion: Where ViaPsych Ltd is served a legally binding warrant or disclosure order by a UK Court of Law or a competent regulatory body (such as the GMC or ICO).

Vital Interests & Severe Safeguarding: Where platform communication tools detect an immediate, verifiable threat to human life or physical safety. Under this specific legal threshold, minimal data may be technically accessed to coordinate emergency escalations to statutory emergency services (such as 999 responders or NHS crisis teams) to preserve life.

Commercial Exception Notice: Commercial billing disputes, complaints regarding platform cancellations, or transaction chargebacks are resolved exclusively using platform metadata, payment tokens, and login logs. We will never open or review your encrypted psychiatric files to resolve financial or booking disputes.

4. Incidental Data Processing

What it means: An exception to our strict non-clinical data separation exists where you voluntarily enter text in free-form booking fields, profile bios, or customer service messaging text boxes.

Our handling: While this information may indirectly mention health concerns, symptoms, or personal medical context, ViaPsych Ltd does not actively seek to process, analyse, interpret, or classify this data. We do not feed it into any clinical decision-making software, diagnostic algorithms, or healthcare profiling systems. It is treated purely as raw administrative communication context.

5. Categories of Data Processed & Lawful Bases

We process your personal information using the following strict legal justifications required under UK GDPR Article 6 and Article 9:

6. Strict UK Data Residency Guarantee

ViaPsych explicitly warrants that all personal data, user profiles, operational databases, and encrypted medical record archives are physically hosted on secure servers located entirely within the United Kingdom (Privacy No... p. 4). We do not engage in international transfers of patient clinical files to countries outside the UK or European Economic Area (EEA) unless an adequacy decision applies or explicit, legally approved safeguards (such as the UK International Data Transfer Agreement (IDTA)) are fully executed (Privacy No... p. 6).

7. Data Retention

Platform System Data: ViaPsych retains your operational user account tracking logs and billing records only for as long as necessary to provide platform services, resolve commercial disputes, and maintain mandatory financial tax records (Privacy No... p. 5). Once this period expires, it is securely erased or anonymised (Privacy No... p. 6).

Clinical Health Records: Your health records are legally maintained by your clinician (Privacy No... p. 6). In compliance with the UK Department of Health and professional medical standards, private psychiatric data is securely archived by clinicians for a minimum of 8 to 20 years following the formal closure of your care to ensure safety and clinical continuity.

8. Your Statutory Rights Under the UK GDPR

You hold the following rights under UK data protection law, which you may exercise at any time (Privacy No... p. 5):

Right of Access (Subject Access Request): You can request a copy of the personal data held about you (Privacy No... p. 5). Please note: Because your clinician is the primary Data Controller for your health records, any request for clinical files, diagnoses, or assessment notes must be submitted directly to your clinician (Privacy No... p. 5). ViaPsych cannot fulfill or access these files for you (Privacy No... p. 5).

Right to Rectification: You have the right to immediately correct inaccurate or incomplete contact information inside your secure portal (Privacy No... p. 5).

Right to Erasure ("Right to be Forgotten"): You can request account deletion (Privacy No... p. 5). This right is subject to regulatory restrictions and will not apply to health records that doctors are legally compelled to preserve for medical safety (Privacy No... p. 6).

Right to Restrict or Object: You can object to the platform's processing of your administrative profile data (Privacy No... p. 5).

9. Contact Details and Regulatory Complaints

For any platform-related privacy inquiries or to exercise your administrative data subject rights, contact our administrative office (Privacy No... p. 5):

• ViaPsych Ltd
• Registered Corporate Location: Glasgow, United Kingdom (Patient T&... pp. 1, 6)
• Data Support Email: admin@viapsych.co.uk (Patient T&... p. 6)

If you remain unsatisfied with how the platform or your independent clinician processes your personal data, you have the statutory right to file a formal complaint with the UK data regulatory authority (Privacy No... p. 5):

• Information Commissioner’s Office (ICO)
• Website: ico.org.uk
• Helpline: 0303 123 1113