Terms of Service

We’re on a mission to break barriers. Our commitment: no sky-high costs or endless waiting lists. Quality ADHD and Autism assessments, because everyone deserves timely and affordable care.
  

Terms of Service

These terms, along with other documents like the order and our Privacy Policy, explain how we provide services to you through our website (https://www.seikpsychiatry.com/) and platform (Medesk). Please read these terms carefully before ordering any services. If you don’t agree to follow these terms, you can’t order services through our Site.

1. Background
 
When you use our services, you’re getting help from our team members who are registered with official authorities like:

• General Medical Council (GMC)

• Royal College of Psychiatrists

• British Psychological Society (BPS)

• Health and Care Professions Council (HCPC)

• Nursing and Midwifery Council (NMC)

We are also registered with the UK’s Care Quality Commission (CQC) which is the independent regulator of all health and social care services in England.
 
By using this website (https://www.seikpsychiatry.com/) and our platform (Medesk and Jelly Software) and any other digital applications, software (including but not limited to video consultations, access to your online medical record and electronic communications system, you accept these terms and conditions in full, along with all other policies and procedures that may be published by S E I K Psychiatry otherwise communicated to you by S E I K Psychiatry (the “Terms & Conditions”).
 
We have some rules in these terms, and here are the most important ones:
 

• We give advice, appointments, and information for ADHD and Autism, but remote help may not work for everyone. Call us or check our website if you’re not sure.

• For your safety, we might need some personal info. Don’t worry, we’ll keep it safe and only share if you say it’s okay or if the law requires (like if there’s a serious risk to you or others).

• As a Secondary Care Provider, we connect with your local doctor (usually your GP) to keep you safe. If you have a good reason for not wanting to share information with them, let us know, we can talk about it on a case-by-case basis.

• We follow UK laws since our base is there. Even if you’re outside the UK, our rules stick to UK laws. We can help people from outside the UK in some cases, but we can’t handle laws outside the UK. Check your local laws if you’re using our services from outside the UK.

• These terms may have to be changed or amended from time to time. Check them when you start your treatment with us to make sure you’re up to date.
   

S E I K Psychiatry lets people in the United Kingdom (“Patients”) talk to psychologists, psychiatrists, psychotherapists, and mental health nurses (“Clinicians”) through live video on Medesk, and Jelly Software via Zoom. This is to get professional medical advice and other services like referrals. If you and a Clinician agree, you can also buy private prescriptions for certain medications. All these things together are called “Services.”
 
S E I K Psychiatry is the trading name of Rose by the Costa Ltd. Rose by the Costa Ltd. is a company registered in England and Wales. Our company registration number is 13541768 and our registered office is at International House, 36-38 Cornhill, London, EC3V 3NG.
 
Telephone during our office hours: 020 8081 0837
Email: admin@seikpsychiatry.com
 
You should know that when you use S E I K Psychiatry, the Clinicians are independent medical professionals. Each Clinician is responsible for the medical advice they give you through S E I K Psychiatry.
 
By using S E I K Psychiatry and the Medesk platform, you’re agreeing that S E I K Psychiatry is a way for you to connect with Clinicians and pay for their services yourself.
 
S E I K Psychiatry will share your medical info with your NHS GP unless you say you don’t want that. You can choose this when you fill out your Registration Form before your first appointment. It’s totally up to you if you want to share your medical records.
 
When you book an appointment, whether it’s with the onboarding team or a clinician, an electronic medical record (EMR) will automatically be made on the platform.

These terms were last updated on: 21st February 2024
 

2. Service
 
We’re here for you from 9 am to 5 pm, Monday to Friday, offering a non-urgent service. We start with a screening questionnaire to guide you to the right clinician for assessment and treatment. Our decision is based on the information you share with us. If anything changes during the process, tell us, so we can provide the best support.
 
Although we’re not obligated to accept everyone, we’ll do our best to help or find you another suitable service. If circumstances change, and we can’t continue with our services, we’ll assist you in finding another provider or guide you to your GP for further help.
 
We offer services for ADHD and Autism assessments and ongoing support for adults and children, along with some combined general psychiatric services. Keep in mind that some conditions may not be suitable for online consultations. If you’re unsure, it’s best to see a medical practitioner in person.
 
Our services are mostly in English, but we may have Clinicians who speak your preferred language. Contact us for more information. While we don’t guarantee Clinician training or qualifications, we follow regulatory requirements and UK law to ensure their validity, such as registration with the GMC, the right to practice in the UK, and DBS checks.
 

Emergencies
 
Our non-urgent triage service is not for emergencies and doesn’t work after office hours. If you need help during our hours, contact us. For serious or urgent situations, go to your local Accident & Emergency Service, or your GP or Community Mental Health Team.
 
In an emergency outside our hours and if your clinician isn’t available, go straight to your local Accident & Emergency Service, Community Mental Health Team, or GP.
 

3. What we need from you
 
You must:

• Provide full and accurate information in clear, agreed-upon language to us and any clinician that we refer you to

• Consult your GP if you’re unsure about our services or information on the website.

• Follow instructions given by our clinicians during your consultation and any follow up messages.

• Adhere to medication and healthcare product instructions, including use-by dates.

• Report any unexpected effects from our suggested treatments.

• Safely store prescribed medications away from children.

• Promptly update us if your provided information changes.

• Notify us of changes affecting your safety or care suitability.

• Do not modify any documents we provide.

• Communicate with our staff appropriately; abuse is not tolerated. Please see our Unacceptable Behaviour Policy for more information.

• If you’re unhappy with our service, tell the staff first. If they can’t resolve it, or you’re still unhappy, you can make a formal complaint and get our Complaints Procedure.

• Notify us promptly if you need to cancel or reschedule appointments.

• Register for our service only once, as it is tailored to your specific needs.

 
4. Using our Services for Children
 
Child and adolescent ADHD and Autism services are offered to children 7 years and over. Children using our services must follow certain guidelines.
 
Consultations for those under 18 must be arranged by the parents or legal guardians.
 
We may suspend services or terminate user accounts if we reasonably suspect they are being misused.
 

5. Accessing our Services
 
To use our services, you need to be at least eighteen (18) years old and confirm that you have the legal right, capacity and ability to agree to our Terms and Conditions.
 
Our services are online, using the internet and Medesk platform, and and Jelly Software platform. All appointments are video meetings on the Medesk Platform, and and Jelly Software platform via Zoom. It’s important to know that Medesk, and and Jelly Software manages its own infrastructure.
 
Make sure you have a device with good internet connection, a webcam, and a microphone to use our service.
 
You might get important and private notifications that is time-sensitive at any time, so choose an email address for notifications that’s easy for you to access and use for the patient system.
 

Operating Systems and Browsers for using Medesk, and Jelly Software platform:

• Windows 7, 8, 10: Google Chrome (latest release version),  Firefox (latest release version)

• Mac® OS X 10.8.5 and newer: Google Chrome (latest release version)

• Android™ 5 and newer

• Windows 10: Microsoft Edge (latest release version)

• iOS: iPhone, iPad, iPod Touch with a front facing camera and iOS 10 and newer

To use the Medesk Platform, and Jelly Software platform, you need a good internet connection, at least 2mbps for downloads. We suggest 3mbps for the best quality.
 
Keep in mind, we can’t guarantee a constant connection. Technical or security issues may lead to service suspensions. We’ll try to keep these short, but we won’t refund charges unless suspensions last more than 30 days. If that happens, you can choose to cancel and get a full refund.
 
Your Medesk, and Jelly Software platform login is your responsibility. Notify us if you suspect any unauthorized use. Always use a secure network, Wi-Fi, or VPN to protect your data. We’re not responsible for any issues when using unsecured networks.
 
We might monitor your Medesk Platform, and Jelly Software platform use to ensure compliance. We can deny access if there’s misuse, security concerns, or non-compliance with our Terms and Conditions.
 
Anti-virus and anti-malware software are essential for your device’s safety.
 
Remember, attempting unauthorized access to the services or website is not allowed.
 

6. Providing the Services
STATUTORY 14-DAY “COOLING OFF” PERIOD
 
When you buy something online, you usually have 14 days to cancel without a reason. If you book an appointment within 14 days, you give up this right. This lets us start services quickly.
 
You agree to pay all costs for services, consultations, and admin fees. Fees must be pre-authorized and paid before services begin.
 
We can make changes to our fees anytime.
 
If you don’t pay, interest and collection costs will be added.
 
We may not provide services and consultations may be cancelled if your billing information is incorrect or lacks funds. You let us pre-authorize or charge your cards for services. If this fails, services won’t be provided.

 

7. Your Right to Make Changes
 
If you want to change the service you ordered, just let us know. We’ll check if it’s possible and tell you about any effects, like a different price or timing. You can decide if you still want the change.
 
8. Our Right to Make Changes
 
We might make small changes for legal reasons or to make minor technical improvements improvements to our Site. These changes won’t affect your access.
 
For bigger changes that may impact your access to the service, we’ll let you know, and you can end the contract for a refund of any services not yet provided.
 

9. Diagnosis
 
Our clinicians work hard to give accurate diagnoses for conditions like ADHD and Autism. Diagnosing is a complex process with some uncertainties, so we approach it carefully. We want patients and clinicians to collaborate for the best diagnosis and treatment based on available info and the patient’s unique situation.

Please note, there’s no guarantee of a diagnosis, and it’s up to the clinician’s discretion whether a patient meets the criteria for diagnosis, following best practice methods, NICE Guidelines, and S E I K Psychiatry policies.
 

10. Right to refer
 
Clinicians can decide to stop their service and may refer you to someone else if there are safety concerns.
 

11. Prescribing medicines
 
Clinicians may prescribe medicines from our list of approved medicines based on what’s best for you, but it’s not guaranteed. It depends on their professional judgement, your condition, and your location.
 
Prescriptions are private (not NHS), and you’re responsible for the medicine’s cost. They’re valid at legal UK pharmacies for personal use.
 
We will automatically send your prescription to an online pharmacy that arranges dispensing and delivery of medications to UK home addresses, unless you opt out of this part of the Service. You can opt out in your Registration Form. You’re not required to use a specific pharmacy.
 
The pharmacy sets the medicine’s cost, not us.
 
Pharmacies may refuse to dispense, but it doesn’t affect your legal rights.
 
We’ll try to deliver to your chosen UK pharmacy, but we’re not responsible for their policies or availability. They’re independent, and we disclaim responsibility for their actions.
 
Take the prescribed dosage and use a heart rate monitor as needed. Keep us informed about your current medications, allergies, and conditions.
 
If you experience any issues, see your GP or contact emergency services, and keep us updated.
 
Consent to share information with your GP is required for a private prescription. If you don’t consent, we can’t offer a private prescription.
 

12. Delivery of prescriptions
 
If you lose a prescription or sick note, you can ask for a copy, but it’s up to the Clinician’s discretion. It may be charged for at the current cost for a copy.
 

Make sure your contact details are correct to get it delivered to the right place.
 

13. Delivery by email
 
We’ve included the cost of delivering your prescription, letter, or sick note once by email in our administration fee (check Our Fees for details). Once we hit “send,” consider it delivered.
 

If your email provider sorts our emails into spam or junk, you might need to chat with them about it. If there are any other issues, let us know. If we don’t hear from you, we’ll assume you got the email within 24 hours of sending.
 

14. Delivery by First Class Post
 
The cost of sending your document to a UK mainland address through Royal Mail first-class post is covered by the administration fee you pay (check Our Fees for details).
 
We use Royal Mail for sending letters, but we can’t guarantee how long it will take. If you haven’t received your document within seven working days of us saying it’s sent, let us know.
 
If there’s no word from you, we’ll assume you got the document within 48 hours of us marking it as sent.
 

15. Electronic medical records (EMR)
 
Your Electronic Medical Record (EMR) is like your online health diary, where your clinician can keep track of your health info, such as medical history, current conditions, and medications. During a consultation (whether video or email), anything discussed can become part of your EMR.
 
Make sure you tell your clinician if you want something specific in your EMR. For more details on how your EMR is used, check out our Privacy Policy.
 
Make sure you double-check your info during your consultation to keep your S E I K Psychiatry EMR accurate.
 
We won’t keep a complete record of all data, and we might review, delete, or process stuff according to our Privacy Policy.

 
Your clinician has to follow regulations and only use your EMR information as required by law. By booking a consultation, you confirm you’re okay with sharing all the details in your EMR with your clinician.
 
If you want a copy of your S E I K Psychiatry EMR, let us know.
 

16. Consultations
 
To set up your first appointment, give us a call at 020 8081 0837, fill out the contact form on our website, or send an email to onboarding@seikpsychiatry.com.
 
After your first meeting, you might need a follow-up, especially if the clinician prescribes medication. They’ll let you know when it’s time for the next one. To schedule, ring us at 020 8081 0837, email admin@seikpsychiatry.com, or use the online booking link for nurse appointments.
 
If you want to plan ahead, you can book in advance. After you request an appointment, we’ll send you an email payment link or confirmation. If you don’t get it within 24 hours (or 4 hours before your appointment), get in touch to double-check the booking has gone through.
 
We’ll email ASAP if we need to tweak, change, or cancel any appointment you’ve booked.

 
You may be asked to show photo ID during a video consultation to enable our psychiatrists to confirm your identity before prescribing certain medication. ID we are able to accept:

• Current signed passport

• Residence permit issued by the Home Office

• EU or Swiss national identity photo-card

• Valid UK photo-card driving licence

• Valid armed or police forces photographic identity card

• Photographic disabled blue badge

• Citizen card

• Valid student ID with photograph

 
If your appointment goes beyond the scheduled time, there might be an extra charge of £4.00 per minute for the additional time. It’s up to the clinician to decide whether to apply this fee. The clinician also has the option to charge for extra time (at the same rate per minute) if there’s extended communication or reviewing notes that goes beyond what’s considered reasonable.
  

17. Lateness, Cancellations, and Missed appointments
 
If you’ve booked a session in advance, you can join the consultation until nine (9) minutes after the scheduled start time. For instance, if your 1-hour session is at 3 pm, you can start it as late as 3:09 pm, but not later.

 
Cancellation Policy:

• 7 or more days’ notice: Full refund minus the administration fee.

• 2 to 7 days’ notice: 50% fee of the invoice total.

• Within 48 hours: Full invoice amount payable.

• We can’t provide the services due to reasons beyond our control.

• Fees aren’t paid within 14 days of a reminder.

• You don’t provide necessary information within a reasonable time, for example, valid contact details,

• You breach these Terms and Conditions.

• Compensation for breaches may be charged. We’ll inform you via the contact email you provided.

Missed Appointments:

• If a Missed Appointment occurs because you did not attend in time the cancellation policy will apply; Cancelled within 48 hours: Full invoice amount payable.

• If a Missed Appointment occurs because a Clinician did not attend your appointment in time, we’ll reschedule within 30 days. If this is not possible due to us, you can cancel and get a full refund.

 
18. Refunds and Disruptions
 

If your consultation is disrupted, such as if the Medesk Platform or Jelly Software platform is suspended or a clinician ends the appointment at your request because you know them personally, S E I K Psychiatry will refund the appointment or reschedule the appointment within 30 days.
 
To request a refund, contact us with details of the consultation and a description of the issue.
Refunds won’t be provided in situations where S E I K Psychiatry is not at fault. These include (but not limited to):
 

a) Inability to fulfill a correctly provided private prescription.

b) Disruption caused by your actions.

c) Missed appointments.

d) Consultation starting later than the published waiting time.

e) Not using all available minutes in an appointment.

f) Not receiving a specific diagnosis

19. Circumstances beyond our control
 
S E I K Psychiatry and its team won’t be held responsible if circumstances beyond our control cause a delay in providing services. If this occurs, we’ll reach out to you promptly, and we’ll do our best to lessen any impact. If there’s a significant risk of delay, feel free to contact us to discuss options like cancelling your account or booked services, and we’ll refund any payments for services you haven’t received. Your satisfaction matters to us!
 

20. Other Limitations to our services
 
We can’t promise a specific time for Clinician availability, but we’ll do our best to schedule consultations promptly.
 
Please understand that Clinicians use their professional judgment to create prescriptions and letters based on your information. Don’t modify the content, and be aware there’s no guarantee it will match your expectations.
 
Clinicians might offer different opinions on the same condition or set of symptoms, but as long as these opinions are reasonable, it’s not a service issue.
 

21. Our use of your personal information
 
We handle your personal info following our Privacy Policy, so it’s crucial to read it. Your data is processed in line with privacy laws. Both of us agree to follow the Privacy Policy as part of these terms.
 
There are situations where we must legally share your info, like if there’s a serious risk to you or others, or for matters related to terrorism, serious crime, or child protection. Accepting these terms means you understand and agree to these legal obligations.

 
22. Price and payment
 
If you can’t authorize payment in advance, we may not be able to provide the services. All fees are your responsibility and must be paid before receiving services. Outstanding payments can lead to consultations being cancelled or services suspended. Check out Our Fees for more information.
 
Additional charges, like extra time or private prescriptions, will be invoiced for payment.
 
Any unpaid balance becomes due within seven days of notification, with daily interest added after. Collection costs may be added. If you dispute a charge, please contact us promptly to avoid interest on disputed amounts until we resolve the issue.
 

23. Complaints and Disputes
 
Please give us a chance to resolve any issues you may have before posting your comments on Social Media or Google.
 
You can give us feedback about our services by contacting us at experience@seikpsychiatry.com
 
Please tell us about any complaints you might have as soon as possible so we are able to resolve it promptly.
 
If you have a complaint, we may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as possible so that we can handle your complaint quickly. All complaints will be dealt with as per our complaints policy which can be downloaded here.
 
We will investigate any complaint and keep you updated on the results of the investigation. We will discuss the investigation with you. If we are in the wrong, we will apologise to you.
If the subject of your complaint is to do with the professional standards or behaviour of one of our Clinicians and we are unable to satisfy you that we have dealt with it appropriately, you can report your concerns or make a complaint to their governing body.
 
If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
 
These terms follow English law, and any disputes fall under English law, with courts in England and Wales having jurisdiction.
 

24. Notices and Disclaimers
 
We’re here to offer advice and support, but we aren’t responsible for treatments provided by clinicians or Treatment Providers. Any treatment-related agreements are between you and them directly.
 
We’re not liable for any issues arising from your actions. Our liability is limited, except for cases of negligence or where the law doesn’t allow exclusion.
 
Medical Disclaimers: Clinicians operate independently, and their views aren’t necessarily endorsed by us.
 
Seek advice from a qualified healthcare provider for medical concerns.
 
We can’t guarantee video, chat, or picture consultations are suitable; it’s your responsibility to ensure they align with your needs.
 
You agree to inform us or your GP of any changes in your condition. If you’re not registered with a UK GP, seek guidance from a local walk-in center or hospital. In emergencies, contact your nearest emergency services center.
 
Content Disclaimers: Information on the website or Medesk Platform, and Jelly Software platform excluding clinician advice, isn’t medical advice. We don’t guarantee the accuracy of articles and assume no responsibility for your actions based on the material.
 
General Disclaimers: We can’t guarantee the security of the Medesk Platform , and Jelly Software platform. You are responsible for your IT setup and virus protection. Ensure anyone using the services through your connection complies with these Terms.
 
S E I K Psychiatry does not provide any assurances or guarantees regarding: compliance with government regulations that mandate the disclosure of information about prescription drug products, or the suitability, actions, applications, or administration of medication based on information provided through the S E I K Psychiatry platform or services.
 
S E I K Psychiatry does not support or endorse the promotions, products, or services offered by third parties, nor does it verify the accuracy of any advertisements, promotions, communications, or other materials from third parties.
 
S E I K Psychiatry does not assume any responsibility or liability for the correctness of information found on third-party websites.
 

25. Service Reliability and Warranties
 
S E I K Psychiatry cannot guarantee that the Medesk Platform, and Jelly Software platform or the Services will be exactly what you need, always work smoothly without any hiccups, or be completely error-free. Also, we’re not responsible for any errors or data issues that might happen when information is being sent through telecom carriers.
 
We’ll do our best to prevent equipment and software problems, and we regularly save all the data. However, if we ever need to restore data from backups, it might take a few days, and during that time, we might have to reschedule any planned sessions.
  

26. Branding and Creative Material
 
We own copyright and other intellectual property rights on the for the S E I K Psychiatry Website, for the our Services and their content, including the voice recordings of consultations.
 
You are permitted to use our website, medical record and consultation system in order to receive our services. You can store it on your device and print copies of it for your personal use. You may communicate material containing S E I K Psychiatry to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use of S E I K Psychiatry. You must not remove or obscure any notices regarding S EI K Psychiatry.
 
The S E I K Psychiatry mark, logo and combined mark and logo are our trademarks of the Company or its affiliates in the United Kingdom. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.
 

27. No Third Party Rights
 
Nobody else has any rights under these Terms and Conditions. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
 

28. Other important terms
 
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within [PERIOD] of us telling you about it and we will refund you any payments you have made in advance for services not provided].
 
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
 
Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
 
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
 
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
 

Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.