PsychSense Terms of Service & End User License Agreement

1. Ownership of Platform & Agreement to Terms

These Terms and Conditions of Use (the "Terms of Service") apply to the PsychSense website(s), the PsychSense Mobile Application, the secure Patient Portal, and all associated digital services managed by PsychSense, its subsidiaries, and affiliates around the world (collectively, the "Platform").

The Platform is the absolute property of PsychSense Ltd, a private limited company incorporated and registered in England and Wales under Company Registration Number 14204720, with its registered office address at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

BY ACCESSING, REGISTERING FOR, OR USING THE PLATFORM (WEBSITE OR MOBILE APPLICATION), YOU AGREE TO BE BOUND BY THESE TERMS OF SERVICE. IF YOU DO NOT AGREE, DISCONTINUE USE OF THE PLATFORM IMMEDIATELY.

PsychSense Ltd reserves the right, at its sole discretion, to change, modify, add, or remove portions of these Terms of Service at any time. If we make material modifications, we will provide registered account holders with 14 days' notice via your registered email or a prominent notification within the Platform before the updates take effect. Your continued use of the Platform following the posting of changes constitutes your absolute acceptance of the revised agreement. If you comply with these terms, PsychSense Ltd grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the Platform.

2. Medical and Psychiatric Disclaimer

The Platform and any automated screening tools, informational articles, self-assessments, questionnaire metrics, or educational content provided through it are for preliminary screening and informational purposes only. They do not constitute the provision of psychiatric, psychological, or medical advice, diagnosis, or treatment, and do not constitute the practice of any medical or professional healthcare advice.

A formal clinician-patient relationship is only established once you have formally booked, paid for, and attended a live clinical consultation with a registered PsychSense practitioner, and signed our separate Clinical Patient Agreement. Do not disregard professional medical advice or delay seeking treatment because of something you have read or accessed on this Platform.

3. EMERGENCY CRISIS WARNING — NOT A CRISIS SERVICE

PSYCHSENSE LTD AND ITS DIGITAL PLATFORMS DO NOT PROVIDE EMERGENCY CRISIS-LINE OR IMMEDIATE CRISIS INTERVENTION SERVICES.

If you are experiencing a mental health emergency, severe psychiatric distress, or are having thoughts of self-harm or suicide, DO NOT USE THIS PLATFORM OR ATTEMPT TO BOOK AN ASSESSMENT. Please immediately take one of the following actions:

• Call 999 or go to your nearest NHS hospital Accident & Emergency (A&E) department.
• Call the NHS mental health services on 111.
• Call the Samaritans on 116 123 for free, confidential, 24/7 support.

4. Mobile Application End User License Agreement (EULA)

• License Grant: Subject to your strict compliance with these Terms, PsychSense Ltd grants you a personal, revocable, non-exclusive, non-transferable, limited license to download, install, and use the PsychSense Mobile Application on compatible mobile devices owned or controlled by you for personal, non-commercial informational and healthcare management purposes.
• Party Framework: You explicitly acknowledge that this legal agreement is concluded between you and PsychSense Ltd only, and not with Apple Inc. or Google LLC. PsychSense Ltd, not the app store provider, is solely responsible for the mobile application software, its design, maintenance, support, and clinical safety frameworks. Third-party app stores have no obligation whatsoever to furnish any maintenance or support services regarding the application.
• Store Terms Alignment: When utilising our mobile software, you represent and warrant that you will strictly comply with all applicable third-party platform terms (such as the Apple App Store Terms of Service or Google Play Terms of Service).

5. Clinical Assessments, Eligibility, & Digital Video Platform Rules

To register for an account or request a psychiatry assessment on this Platform, you must be at least 16 years of age and a resident of the United Kingdom. Bookings for minors under the age of 16 must be completed exclusively by a legal parent or guardian, who must remain fully available to participate in the clinical assessment process and attend sessions as required by the attending clinician and UK law.

PsychSense Ltd reserves the right to refuse service or decline an assessment booking if our clinical team determines that your needs require a higher level of care than can be safely provided via our digital platform.

A. Automated Screening Questionnaires

Any automated questionnaires, self-tests, or screening tools available on the Platform are designed solely to provide preliminary information and insights.

• They do not constitute an official clinical or medical diagnosis, nor do they establish a clinician-patient relationship.
• Results are intended solely to be reviewed and validated by a qualified clinician during a formal, live consultation. You should never alter any medication or treatment plan based on automated scores.

B. Live Video Consultations & Video Platform

All formal psychiatric assessments are conducted live via secure video consultation. By booking a video assessment, you agree to the following operational criteria:

• Technical Requirements: You are entirely responsible for ensuring you have a private space, a reliable internet connection, and a compatible device with a working camera and microphone. PsychSense Ltd is not liable for appointments disrupted by your local network or hardware issues.
• Identity Verification: At the start of your live video session, your registered clinician is legally required to verify your identity. You must display a valid government-issued photo ID (such as a passport or UK driving licence) on camera.
• Location Restriction: To comply with UK medical licensing and malpractice insurance, you must be physically located inside the United Kingdom at the exact time of your live video assessment.
• Clinical Discretion: If a clinician determines during a video call that the digital platform is clinically inappropriate or unsafe for your specific presentation, they reserve the right to terminate the online session and refer you to local, in-person NHS or private care.

6. Purchases, Cancellations, and Refund Policy

Statutory consumer rights under the UK Consumer Rights Act 2015 are not affected by any provisions in these terms. PsychSense Ltd reserves the right to amend any products, services, or prices offered on the Platform at any time without notice.

A. Payment Processing & Automated Transactions

• Payment Processing: Financial transactions, consultation bookings, and fee settlements completed on this Site or within the Mobile Application are handled via secure third-party payment gateways, including but not limited to Stripe Payments Europe, Ltd.
• Gateway Agreement: By paying for an assessment, therapy, or coaching session on our platform, you explicitly agree to be bound by the Stripe Services Agreement and the Stripe Consumer Terms corresponding to your geographic region.
• Tokenised Safety: PsychSense Ltd does not directly store, process, or view raw credit card numbers. Your payment metadata and financial values are securely managed using industry-standard tokenisation provided by our transactional partners.

B. Statutory Right to Cancel ("Cooling-Off Period")

Under the UK Consumer Contracts Regulations 2013, online service bookings carry a statutory right to a full refund within 14 days of your initial payment (the "cooling-off period"), without giving any reason.

• Express Request for Early Commencement: If you book an assessment or appointment that is scheduled to take place within this 14-day window, or if you return your intake forms, questionnaires, or history files to us within this period, you are making an express request for our clinic to begin providing our clinical and administrative services straight away.
• Waiver of Full Refund: Once clinical or administrative work on your case has started at your express request (including form review, administrative file setup, sending specialist rating scales, or compiling your Client Management Framework), you lose your right to a full refund under the cooling-off period, and the fixed deductions and refund tiers below apply.
• Fully Completed Services: You cannot exercise a right to cancel or claim a refund once a live video consultation or assessment has been fully delivered, even if this occurs within the 14-day cooling-off period.

C. Specific Assessment Refund Tiers & Appointment Policies

1. Integrative Health Assessments

• Before Clinical Review: A full refund is available if you cancel your booking before our clinical team begins reviewing your submitted intake forms.
• Stage 1 (After Intake Review Begins): Once our team has commenced initial clinical screening of your files to confirm clinic suitability, cancellations will incur a fixed £75 clinical triage fee, with the remainder of your fee refunded.
• Stage 2 (After Management Framework Commencement): Once our psychiatrist has actively commenced drafting your personalised Client Management Framework or compiling your pre-consultation lifestyle guidance documents, a refund is no longer possible due to the extensive medical resources deployed.
• After Consultation: Once the live consultation has taken place, fees are strictly non-refundable.

2. Neurodevelopmental & Combined Assessments (ADHD / ASD)

• Before Clinical Work Begins: A full refund is available if you cancel prior to any clinical action being taken.
• Once the Pathway Commences: The moment we initiate clinical work (including sending out specialist neurodevelopmental rating scales, contacting your child’s school, or reviewing historical files), a non-refundable administrative and clinical setup deposit of £250 is retained to cover multi-disciplinary resource allocation. The remaining balance of your assessment fee will be refunded. Once live assessment appointments have commenced, fees are strictly non-refundable.
• School/Setting Documentation: Gathering school feedback is a clinical requirement for a robust diagnosis. The clinic is not responsible for delays caused by external settings. Families are responsible for ensuring their school completes and returns these forms promptly; assessment timelines will be extended accordingly, and refunds will not be issued on the grounds of school non-cooperation.

3. Standard Therapy & Follow-Up Appointments

• We require a minimum of 48 hours’ notice to cancel or reschedule any standard follow-up appointment or therapy session. Cancellations made with less than 48 hours’ notice, as well as missed appointments (no-shows), will be charged at the full session rate to compensate for the unrecoverable allocation of clinical time.

4. Pre-Paid Therapy Courses & Packages

• If you choose to terminate a pre-paid block or course (e.g., a 6, 12, or 20-session package) before completion, a partial refund for the un-attended sessions will be issued.
• To protect our clinic's framework, all sessions already attended or missed with less than 48 hours' notice will be re-calculated and billed at our standard standalone single-session rate (e.g., £115 per session for CBT / £190 for Psychology), rather than the package discount rate. The remaining balance will then be refunded to you, minus a £50 administrative closure fee.

5. Late Arrival Policy

Our clinicians operate on strict medical and therapeutic schedules to ensure every patient receives dedicated, unhurried care.

• 30-Minute Appointments: Due to the concise nature of these consultations, if you are more than 10 minutes late, the appointment must be forfeited. It cannot be conducted safely in the remaining time, and the full session fee will apply with no refund or complimentary rescheduling available.
• 50 or 60-Minute Appointments: If you arrive late to a longer session, you will be seen for the remaining duration of your scheduled time slot only. The appointment cannot be extended past its original end time to avoid impacting subsequent patients, and the full session fee remains applicable.

6. Platform & Technical Failures

• If a scheduled session cannot proceed or is cut short due to a verified technical breakdown on our platform or on the part of our clinicians, the session will be rescheduled at no additional cost or fully refunded.

7. Platform Content & Intellectual Property Protection

All text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork, and computer code (collectively, "Content")—including the design, structure, selection, coordination, expression, "look and feel", and arrangement of such Content—contained on the Platform is owned, controlled, or licensed by or to PsychSense Ltd. It is protected by trade dress, copyright, patent, trademark laws, and various other intellectual property rights.

Except as expressly provided in these Terms of Service, no part of the Platform and no Content may be copied, reproduced, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, or distributed in any way (including "mirroring") to any other computer, server, website, or other medium for publication or distribution or for any commercial enterprise, without PsychSense Ltd’s express prior written consent.

You may download and use information on PsychSense products and services purposely made available by PsychSense Ltd for downloading from the Platform (such as clinical templates or health data sheets), provided that you:

• Do not remove any proprietary notice language in copies of such documents.
• Use such information strictly for your personal, non-commercial informational purpose and do not post it on any networked computer or broadcast it in any media.
• Make no modifications to any such information.
• Do not make any additional representations or warranties relating to such documents.

8. Acceptable Use & Platform Security

You agree that you will not:

• Use this Platform for any purpose in violation of local, national, or international laws.
• Use any "deep-link", "page-scrape", "robot", "spider," or other automatic device, program, algorithm, methodology, or manual process to access, acquire, copy, monitor, or scrape data from any portion of the Platform.
• Attempt to gain unauthorised access to any portion or feature of the Platform, or any other systems or networks connected to the Platform, by hacking, password "mining," or any other illegitimate means.
• Probe, scan, or assess the vulnerability of the Platform, nor breach the security or authentication measures.
• Take any action that imposes an unreasonable or disproportionately large load on the infrastructure of the Platform or PsychSense’s systems.
• Post or transmit material that is unlawful, obscene, defamatory, threatening, harassing, abusive, slanderous, hateful, or embarrassing to any other person or entity.

Violations of system or network security may result in civil or criminal liability. PsychSense Ltd will investigate such occurrences and fully cooperate with law enforcement authorities in prosecuting offending users.

9. User-Generated Content & Feedback

If you submit or post comments, reviews, or materials to public areas of our platform (“User-Generated Content”), you agree not to provide any material that is defamatory, abusive, unlawful, obscene, or infringing on third-party privacy or intellectual property rights.

Any User-Generated Content posted will be treated as non-confidential. By posting, you grant PsychSense Ltd an irrevocable, perpetual, worldwide, royalty-free license to use, copy, display, publish, distribute, and modify that material for any business purpose across our digital platforms without compensation or attribution to you. We reserve the absolute right to monitor, edit, or delete any User-Generated Content at our sole discretion, without notice.

10. Accounts, Passwords and Security

Certain features or services offered on or through the Platform may require you to open an account (including setting up a secure user profile and password). You are entirely responsible for maintaining the confidentiality of the information you hold for your account, including your password, and for all activity that occurs under your account because of your failing to keep this information secure and confidential. You agree to notify PsychSense Ltd immediately of any unauthorised use of your account or password.

11. Limitation of Liability & Statutory Exclusions

PSYCHSENSE LTD DOES NOT PROMISE THAT THE PLATFORM OR ANY CONTENT, SERVICE OR FEATURE WILL BE ERROR-FREE OR UNINTERRUPTED. THE PLATFORM AND ITS CONTENT ARE DELIVERED ON AN "AS-IS" AND "AS-AVAILABLE" BASIS.

EXCEPT WHERE PROHIBITED BY LAW, IN NO EVENT WILL PSYCHSENSE LTD BE LIABLE TO YOU FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, EVEN IF PSYCHSENSE LTD HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IF PSYCHSENSE LTD IS FOUND TO BE LIABLE TO YOU FOR ANY DAMAGE OR LOSS WHICH ARISES OUT OF YOUR USE OF THE PLATFORM, LIABILITY SHALL IN NO EVENT EXCEED THE GREATER OF (1) THE TOTAL OF ANY FEES OR CHARGES PAID IN THE SIX MONTHS PRIOR TO THE INITIAL CLAIM, OR (2) £100.00.

NOTHING IN THESE TERMS OF SERVICE SHALL LIMIT OR EXCLUDE PSYCHSENSE LTD'S LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY ITS NEGLIGENCE, FRAUD, OR FRAUDULENT MISREPRESENTATION, OR ANY OTHER LIABILITY WHICH CANNOT BE LIMITED OR EXCLUDED UNDER ENGLISH LAW (INCLUDING THE CONSUMER RIGHTS ACT 2015).

12. Governing Law & Jurisdiction

You agree that all matters, claims, or disputes relating to your access to, or use of, the Platform, including all non-contractual disputes, will be governed strictly by the laws of England and Wales. You agree to submit to the exclusive personal jurisdiction and venue of the courts of London, UK, and waive any objections to such corporate authority or venue.