Company Details

Last Updated: 14 July 2024

Table of Contents

1. 1. Definitions
   2. Acceptance of Terms
   3. Booking and Consultations
   4. Payment and Fees
   5. Cancellation and Missed Appointments
   6. Technical and Security Measures
   7. Prescriptions and Delivery of Medication
   8. Electronic Medical Records
   9. Termination
   10. Refunds and Disruptions
   11. Complaints Procedure
   12. Disclaimers
   13. Service Reliability and Warranties
   14. Intellectual Property and Branding
   15. Data Protection and Privacy
   16. No Third-Party Rights
   17. Applicable Law
   18. Severability and Waiver
   19. Additional Provisions
   20. International Clients

1. Definitions

This section outlines the specific terminology used throughout this document for clarity.

• • The Clinic: Refers to Harley Mind Care Psychiatrists Ltd, a registered healthcare provider offering psychiatric services.
  • Patients: Individuals residing in the United Kingdom or other countries who have registered to use the Clinic’s services. You confirm that you are a resident of a country that allows telemedicine services and that all appointments, including those conducted virtually, will take place within your country of residence.
  • Clinicians: Licensed and registered psychiatrists contracted by the Clinic.
  • The Platform: A secure, proprietary online platform developed by or for the Clinic.
  • Services: Include, but are not limited to, consultations, medical advice, and private prescriptions.
  • EMR: Electronic Medical Record that stores patient health information.

2. Acceptance of Terms

By using our services, you expressly agree to abide by the terms outlined in this document. Any breach may lead to termination of services and legal actions.

3. Booking and Consultations

• • Consultations and Identification: Valid government-issued photo identification may be required to confirm your identity during a consultation.
  • Booking Confirmation: You must ensure that we have received your booking confirmation at least 24 hours before your scheduled appointment.
  • You acknowledge the necessity to complete and submit all required screening questionnaires prior to your appointment, as detailed in your booking confirmation. These are crucial for allowing our clinicians to review your information and verify your identity. Your appointment cannot proceed without this step.
  • You confirm that you are not currently receiving care from a community mental health team or have been recently discharged from a tier 4 service.
  • International clients may need to provide additional identification or documentation due to different regulations in their country of residence.

4. Payment and Fees

• • All fees are displayed in British Pounds (GBP) and that international clients are responsible for the currency conversion rate at the time of payment. Any foreign transaction fees or other charges are the responsibility of the client.

  • Payment Options:

    • Full Payment: Clients can choose to pay the full amount at the time of booking via accepted payment methods.
    • Instalment Payment Plan: Clients can opt to pay in three instalments. The following terms apply:
      • Account Setup: Clients must open an account on our platform to utilise the instalment plan.
      • First Instalment: Payment of the first instalment is required to open an account and initiate the process.
      • Second Instalment: Payment of the second instalment will allow us to arrange a consultation at a mutually convenient time and date for both the consultant and the client.
      • Third Instalment: Payment of the third instalment will enable us to release the assessment report. This payment will also trigger the provision of the free shared care agreement and the free prescription, if required.
      • Time Limit for Payments: Clients must complete the payment of all instalments within a 90-day period from the date of the initial payment. Failure to complete the payment within this time frame may result in the cancellation of the consultation and forfeiture of any prior payments made.
      • Non-payment of Final Instalment: If the final instalment is not paid, Harley Mind Care Psychiatrists Ltd. reserves the right to withhold the release of the assessment report, shared care agreement, and prescription. Additionally, the client will be responsible for any fees or costs incurred due to non-payment.

    • Interest on Unpaid Balances: Unpaid balances will accrue interest at the rate of 8% per annum above the Bank of England’s standard lending rate.

      Insurance Claims: You acknowledge that full payment is required at the time of booking. You will be provided with all necessary documents to facilitate any claims you may wish to make through your insurance provider.

    • Refund Policy for Instalment Payments:

      • First Instalment: Refunds for the first instalment can be made before the second payment is due, subject to deduction of any payment provider costs.
      • Second Instalment: Once the second instalment is paid and the appointment is booked, no refunds will be issued in the event of cancellation.
      • Third Instalment: No refunds once the third instalment is paid.

5. Cancellation and Missed Appointments

• • Refund Policy:

    • More than 7 days in advance: Full refund.
    • Between 2-7 working days: 50% refund.
    • Within 2 working days: No refund.

    Refund Policy for Instalment Plan:

    • First Instalment: Refunds can be made for the first instalment before the second payment is due, subject to deduction of any payment provider costs.
    • Second and Third Instalments: No refunds once the second instalment is paid and the appointment is booked.

    Late Arrival: Patients arriving more than 15 minutes late may need to reschedule and the cancellation policy applies. For clients on the instalment plan, late arrival that leads to rescheduling does not alter the payment schedule. However, if the consultation is cancelled due to late arrival, the instalment plan refund policy will apply, meaning no refunds for the first and second instalments if the second instalment has been paid and the appointment booked.

6. Technical and Security Measures

• • Recording of Consultations: We record all consultations for quality and training purposes. By using our services, clients consent to the recording of their sessions. These recordings are kept confidential and are only accessible to authorised personnel within the organisation.
  • Platform Compatibility: The Platform may not be compatible with all web browsers and operating systems.
  • Data Security: We employ advanced encryption techniques, but the Clinic is not responsible for unauthorised access due to user negligence.

7. Prescriptions and Delivery of Medication

• • Pharmaceutical Ethical Guidelines: Any prescription is based on the Clinician’s professional judgment and in line with pharmaceutical guidelines.
  • Third-Party Pharmacies: Medications are dispensed and delivered by certified third-party pharmacies.
  • The Clinic cannot guarantee the delivery of medication to international locations. It is the responsibility of the client to check local regulations regarding the import of prescribed medications.
  • Free Shared Care Agreement and Prescription: For initial assessments, Harley Mind Care Psychiatrists Ltd. offers a complimentary shared care agreement and a free prescription. This offer is available only once per client and is not applicable to subsequent assessments. The shared care agreement and free prescription are provided solely for the purpose of the initial assessment.

8. Electronic Medical Records (EMR)

• • Data Integrity: It’s your responsibility to confirm any information during a consultation to ensure the accuracy of your EMR.
  • Duration of Record Keeping: EMRs will be stored securely for a minimum of 8 years.

9. Termination

• • Conditions: The Clinic may terminate services for various reasons such as non-payment, misleading information, or violation of terms.
  • Notice: Both parties must give written notice as per the termination clauses outlined herein.

10. Refunds and Disruptions

• • Company-Liability: Refunds are only issued for disruptions caused explicitly by the Clinic.
  • Procedure: Steps to claim a refund, including evidence and timeframes.

11. Complaints Procedure

• • Complaints procedure: We aim to provide high-quality service to all our users. However, if you are unhappy with any aspect of our service or our practitioners, please let us know as soon as possible.
  • Stage 1 – You can contact us by email at complaints@harleymindcare.com or by phone at 0207 047 8888. We will acknowledge your complaint within 3 working days and try to resolve it within 10 days.
  • Stage 2 – If you are still dissatisfied with the outcome or seek arbitration you can contact the Independent Doctors Federation (IDF). Please contact a member of the IDF team on 020 3696 4080, or email at info@idf.uk.net.
  • Stage 3 – If you are still dissatisfied you can take the complainant to ISCAS for final adjudication. To find out more about ISCAS, including full documentation relating to the patient complaints process, please visit the ISCAS website here.

12. Disclaimers

• • Medical Disclaimers: Clinicians operate as independent contractors, and their advice should be considered their own.

    • No Medical Advice :The content provided on this website, including but not limited to articles, blogs, and any other material, is for general informational purposes only. It is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or another qualified healthcare provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on this website.

    • Accuracy and Completeness: The medical information presented on this website is provided “as is” without any representations or warranties, express or implied. Harley Mind Care Psychiatrists Ltd makes no representations or warranties regarding the accuracy, reliability, completeness, currency, or suitability of the information contained herein. While we strive to keep the information up-to-date and accurate, we make no guarantees in this regard.

    • Medical Emergencies: If you believe you are experiencing a medical emergency, call emergency services or go to the nearest medical facility immediately. Do not rely on the information on this website for urgent medical situations.

    • Professional Medical Assistance: You should not solely rely on the information provided on this website for medical decisions. Always consult with a qualified healthcare professional for personalised advice and guidance. If you have specific questions or concerns about a medical matter, consult your doctor or another licensed healthcare provider.

    • Assumption of Risk: By using this website, you acknowledge that you assume all risks associated with the use of the information provided herein. Harley Mind Care Psychiatrists Ltd, its owners, employees, contractors, or affiliates shall not be held liable for any direct or indirect damages arising from the use of this website or the content herein.

    • Third-Party Content: This website may contain links to third-party websites or content that Harley Mind Care Psychiatrists Ltd does not control. We do not endorse or guarantee the accuracy, safety, or appropriateness of such third-party content. Your use of third-party content is at your own risk, and you should review the terms and conditions and privacy policies of any linked websites before use.

    • Changes to Information: The medical field is continually evolving, and new research may impact the accuracy or relevance of the information presented on this website. Harley Mind Care Psychiatrists Ltd reserves the right to modify, update, or remove any content without notice.

    • Legal Compliance: This medical disclaimer shall be governed by and construed in accordance with the laws of England and Wales. Any disputes or claims arising out of or relating to this disclaimer shall be subject to the exclusive jurisdiction of the courts in England and Wales.

      By continuing to use this website, you agree to the terms and conditions outlined in this medical disclaimer.

    • Limitation of Warranties: The medical information on this website is provided “as is” without any representations or warranties, express or implied. Harley Mind Care Psychiatrists Ltd makes no representations or warranties in relation to the medical information on this website. 

      Without prejudice to the generality of the foregoing paragraph, Harley Mind Care Psychiatrists Ltd does not warrant that:

      • the medical information on this website will be constantly available, or available at all; or
      • the medical information on this website is complete, true, accurate, up-to-date, or non-misleading

       

    • Professional assistance: You must not rely on the information on this website as an alternative to medical advice from your doctor or other professional healthcare provider.   

      If you have any specific questions about any medical matter you should consult your doctor or other professional healthcare provider.

      If you think you may be suffering from any medical condition you should seek immediate medical attention. 

      You should never delay seeking medical advice, disregard medical advice, or discontinue medical treatment because of information on this website.

• • Content Disclaimers: Our platform may have informational material that should not replace professional advice.
  • General Disclaimers: The Clinic does not guarantee 100% uptime or security.
  • Liability: We are not liable for any direct or indirect damages or losses arising from your use of our service or our website. This includes but is not limited to: personal injury; emotional distress; loss of income; loss of data; loss of goodwill; loss of opportunity; loss of reputation; or any other consequential damages. This limitation of liability does not apply to any damages or losses caused by our negligence, fraud, or wilful misconduct. Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded or limited by law.

13. Service Reliability and Warranties

• • Disruption Policies: The Clinic’s plan for dealing with service disruptions and its liability for such occurrences.
  • Objective: Harley Mind Care Psychiatrists Ltd is committed to providing reliable and uninterrupted access to our services, including consultations, medical advice, and private prescriptions through our Platform. We understand the critical importance of these services to our patients’ health and well-being.
  • Preventive Measures: To minimise service disruptions, we employ advanced technical and organisational measures. These include regular system maintenance, upgrades to our digital infrastructure, and contingency planning for unforeseen events such as power outages, technical failures, or cyber-attacks.
  • Notification and Communication: In the event of a service disruption, we prioritise transparent and timely communication with our patients. Notifications will be issued through the Platform, email, or other contact methods provided by the patient, detailing the nature of the disruption, expected duration, and any alternative arrangements for accessing our services.
  • Mitigation Efforts: Our team is dedicated to resolving any disruptions promptly. We have established rapid response protocols to diagnose and address issues as they arise, aiming to restore full service functionality with minimal delay.
  • Liability and Compensation: Harley Mind Care Psychiatrists Ltd acknowledges its responsibility to our patients. While we strive to maintain service continuity, we recognise that disruptions may occur. In cases where service disruptions are directly attributable to our actions or negligence, we will assess the situation for potential refunds or compensation on a case-by-case basis. This assessment will consider the impact of the disruption on scheduled appointments, prescription delivery, and access to medical records.
  • Exclusions: It is important to note that certain circumstances beyond our control, such as natural disasters, major internet service provider failures, or government actions, may exempt the Clinic from liability. In such cases, while we cannot offer compensation, we remain committed to resuming services as quickly as possible and providing support to our patients in navigating these challenges.
  • Continuous Improvement: We are dedicated to learning from each incident. Following any disruption, we conduct a thorough review to identify root causes and implement corrective actions to prevent future occurrences. Our commitment to continuous improvement in service reliability is unwavering.
  • Service Quality: Harley Mind Care Psychiatrists Ltd guarantees that all services will be provided with reasonable skill and care, adhering to the highest standards set by healthcare regulatory authorities. Our clinicians are licensed, experienced, and committed to delivering personalised and ethical care.
  • Limitations: While we assure the quality of our services, we cannot guarantee specific outcomes from medical treatments or advice. Medical responses are subject to individual conditions, and effectiveness may vary.
  • You understand that if you are experiencing a psychiatric emergency or have suicidal ideations, Harley Mind Care Psychiatrists Ltd is not equipped to provide the immediate, intensive support required. In such cases, it is imperative that you contact emergency services immediately for assistance.

14. Intellectual Property and Branding

• • The Clinic owns and retains all intellectual property rights in the content and materials on our website, including but not limited to: text, images, logos, trademarks, videos, audio, software, and design. You may not copy, reproduce, distribute, modify, display, perform, publish, or create derivative works from any part of our website without our prior written consent. You may only use our website for your personal and non-commercial purposes. You may not use our website for any illegal or unauthorised purposes.

15. Data Protection and Privacy

• • Compliance: The Clinic is fully compliant with GDPR and other data protection laws and that international clients agree to the storage and processing of their personal data in accordance with the Clinic’s privacy policy.
  • User Responsibility: Users must also comply with data protection and privacy guidelines as detailed.
  • You agree to the storage of your card details following standard security protocols to facilitate payments and refunds where necessary. Additionally, you understand that your personal data will be handled with the utmost care, with no sharing with third parties beyond what is necessary for your treatment and care coordination.
  • You give your consent for Harley Mind Care Psychiatrists Ltd to contact your General Practitioner (GP) regarding your ongoing care, which is vital for a coordinated treatment approach.

16. No Third-Party Rights

• • Exclusivity: This agreement is solely between the Clinic and the Patient and excludes third-party rights.

17. Applicable Law

• • Jurisdiction: Governing law and jurisdiction: These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or relating to these terms and conditions or our service or our website will be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Severability and Waiver

• • Legal Interpretation: If a term is unlawful or unenforceable, it will not affect the enforceability of the remaining terms.

19. Additional Provisions

• • Amendments: The Clinic has the right to revise these terms, and the latest version will always be available on the Platform.