Below you can find the Terms and Conditions that regulate your access and use of the ManageMinds website and our various services. We recommend that you read them carefully before purchasing a ManageMinds service. If you cannot find the information you are looking for, please do not hesitate to get in touch.
In these Terms & Conditions, “you” or “your” refers to the individual booking a course of therapy (“Therapy”) through HeadToHelp Limited (trading as Manage Minds), Serendipity Labs, 7 Exchange Quay, Salford, Greater Manchester, M50 3EP.
HeadToHelp Limited (trading as Manage Minds) acts as your agent to connect you to a suitable therapist that fits your needs (“Therapist”). Whilst the Therapy is facilitated and arranged by HeadToHelp Limited at the time that you make a booking, you will be entering into a separate agreement for the Therapy, which is solely between yourself and the Therapist, the Therapist being self-employed and completely independent from HeadToHelp Limited. You are urged to review the terms and conditions presented to you by the Therapist before proceeding.
Our Services are only available for consumption within the United Kingdom, and by individuals who are over 18 years of age. We reserve the right to reject your order in accordance with Clause 2.4 below in the event that you are resident outside of the UK, or are under 18 years of age.
By booking with us, you are agreeing to these Terms and Conditions.
You can find everything you need to know about us, HeadToHelp Limited and the services we provide on our website www.manageminds.co.uk before you order.
THE FOLLOWING CLAUSES ARE BROUGHT TO YOUR ATTENTION
- Clause 2.3 (Our Acceptance of your Offer)
- Clause 3.2 (Independence of Therapists)
- Clauses 3.7 – 3.9 (Inclusive) (Suitability of our Services)
- Clause 4.1 (Non-Refundable Deposit)
- Clause 4.4 (Incorrectly Priced Services)
- Clause 4.5 (Payment in Advance)
- Clause 4.10 (Our Right to Charge Interest).
- Clauses 5.1 – 5.3 (Inclusive) (Non-Attendance Fees/Pausing of Services)
- Clauses 6.1-6.4 (Inclusive) (Cancellation Rights and Cooling Off Period)
- Clause 7.1 (Behaviour Policy)
- Clause 7.9 (Delays Outside of our Control).
1. Our Contract with You
1.1. Our Contract. These terms and conditions (“Terms”) apply to the order by you and the supply of Services by us to you (“Contract”). For the purposes of this Contract, our Services are as described at Clause 3.1.
1.2. Language. These terms and the Contract are made only in the English language.
1.3. Your Copy. You should print off a copy of these Terms or save them to your computer for future reference.
2. Placing an Order
2.1. Please follow the onscreen prompts to place your order. You may only submit an order using the method set out on our website. Each order is an offer by you to engage our Services.
2.2. After you have placed your order, you will receive an email from us acknowledging that we have received it, but please note, this does not mean that your order has been accepted. Our acceptance of your order will take place as described in accordance with Clause 2.3 below.
2.3. Our acceptance of your order takes place when we connect you with a Therapist, and when we send you an email confirming that we have done so (“Order Confirmation”), at which point and on which date the Contract between you and us will come into existence. The Contract will relate only to the Services as described at Clause 3 below.
2.4. Sometimes we reject orders, for example, because we can’t verify your age, because you are located outside of the UK, or because the Services were mispriced by us. When this happens, or in the event that we are unable to provide the Services for whatever reason, we will let you know as soon as possible, and refund any sums you have paid for the Services.
2.5. We charge you for our Services when we accept your order. We may also take payment at regular intervals, as and when required.
3. Therapy and Therapist Services
3.1. Our Services are the facilitation, arrangement and booking of a course of Therapy with a suitable Therapist that fits your specific needs. As part of our Services, we will:
(a) Locate, liaise and enter into discussions with a Therapist that suits your requirements, for the purpose of booking sessions.
(b) Book sessions (with such bookings taking into account the Package (see Clause 3.6 for details) that you have selected and the dates/times that you have nominated) with that Therapist for the delivery of private and confidential Therapy to be conducted exclusively remotely/online (via telephone or video call)
(c) Pay the therapist on your behalf, using funds that you have provided to us.
The above are referred to collectively as the “Services”.
3.2. We act as your agent to connect you to a suitable Therapist that fits your needs. Whilst the Therapy is facilitated and arranged by us from the time that you engage our Services, you will be entering into a separate agreement for the Therapy, which is solely between yourself and the Therapist, who is self-employed and completely independent from us. You are urged to review the terms and conditions presented to you by the Therapist to ensure that they are suitable and acceptable before proceeding to engage in any Therapy.
3.3. As the Therapists are independent providers, and not our employees, agents or representatives, they themselves are responsible for the performance of the Therapy. If you feel that the Therapist is not meeting your needs or expectations, you may request a different Therapist by notifying us in writing.
3.4. In the event that a Therapist ends their association with us before your Package has been completed, we will notify you by email or phone that your Therapist is no longer available. In these circumstances, we will match you with a new Therapist as soon as possible.
3.5. The scope of our Services will be defined in relation to the Package that you select at the time of your order. The Packages we currently offer are:
(a) Single Sessions: a single, one hour session with an experienced and professional Therapist.
(b) Small Bundle: five hours with an experienced and professional Therapist, split into individual one-hour sessions.
(c) Medium Bundle: ten hours with an experienced and professional Therapist, split into individual one-hour sessions.
(d) Large Bundle: twenty hours with an experienced and professional Therapist, split into individual one-hour sessions.
The above are referred to collectively as the “Package(s)”.
3.6. We require all of the Therapists that we engage to be registered, trained, and experienced Practitioner Psychologists, Accredited Therapists, or similar applicable recognised professional certification. Therapists must have a relevant academic degree in their field and/or be qualified and accredited by a respective professional body after successfully completing the necessary education, exams, training, and practice requirements as applicable. Whilst we make all concerted efforts to ensure that our Therapists satisfy these requirements, we do not and cannot warrant that they will do so at all times.
A list of our Therapists (as they may be from time to time) can be found on our website.
3.7. Suitability. Our Services are not suitable for you if you are considering suicide or feel you may harm yourself or others, or if you have a medical emergency. Our therapists cannot provide the necessary assistance required in these circumstances. In such cases you may wish to access crisis resources listed on our website www.manageminds.co.uk/in-a-crisis/.
3.8. Our Services are not intended for the provision of clinical diagnosis and you should not use our services for the purpose of gaining official documentation or approvals for purposes such as, but not limited to, court-ordered therapy or information on which drugs or medical treatments may be appropriate for you. You should disregard any such advice if it is delivered via our services, and we do not accept any liability in that regard. Do not ignore, avoid or delay in obtaining in-person treatment from your doctor or other qualified health professional because of information or advice you receive via our services.
3.9. Given the individual nature of people, it may be that remote or virtual therapy is not an appropriate solution for your specific circumstances. By agreeing to these terms, you confirm that you understand, agree and acknowledge that the Services may not be suitable or appropriate for you.
4.1. Upon placing your order, you will be required to pay a non-refundable deposit of £50.00 (“Deposit”). This is designed to cover our costs in undertaking the Services on your behalf. In the event that you cancel the contract (for whatever reason), the Deposit will be non-refundable in any event (save for as specified in Clause 4.4 below).
4.2. As part of our Services, we will pay the nominated Therapist on your behalf, using funds that you have provided to us. Payment for the Therapy is therefore payable directly to us, and any direct payments made to your Therapist will not count as payment towards the Services.
4.3. The amount payable by you will be specified upon placing your order, and the amount will depend upon the Package that you have selected (“Charges”). If you wish to change the scope of the Services after we accept your order, you should contact us immediately, and we may agree to modify the Services (and we will modify the Charges accordingly to reflect any such changes).
4.4. We use all reasonable efforts to ensure that the prices stated for the Services are correct at the time that you place an order, however despite our reasonable efforts, some of the Services on our site may be incorrectly priced from time to time. If the correct price for the Services is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Services at the correct price or cancelling your order (with a full refund, including the Deposit). If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
4.5. Unless otherwise specified or agreed by us in writing, the Charges for the entirety of the Services that you have ordered are to be made to us in advance of the provision of the Services.
4.6. In certain circumstances, we may agree for payment to be made on a deferred basis. Should you wish to discuss amending our payment terms, please contact our Customer Service Team at www.manageminds.co.uk/contact/.
4.7. In the event that we agree for payment to be made on a deferred payment basis, we will confirm the specific way in which payment can be made with you to us on a case-by-case basis. You agree that the these Terms will apply to any such agreement made (with specific regard to Clause 4.10 below).
4.8. You can pay our Charges using our website, and we currently accept payments via:
(d) American Express
4.9. All prices specified for the Packages are inclusive of Value Added Tax (“VAT”). If the rate of VAT changes between the date of your order and the conclusion of our Services, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
4.10. If we are unable to collect any payment you owe us (specifically in instances where we have agreed deferred payments in accordance with clause 4.6), we reserve the right to charge interest on the overdue amount at the rate of 3% above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after a court judgement. You pay us the interest together with any overdue amount.
5. Non-Attendance Fees & Pausing the Services
5.1. In the event that you fail to attend a Therapy session or cancel the session without giving sufficient notice to your Therapist, you may incur a fee designed to account for the Therapist’s time that has been lost (“Non Attendance Fee”). The terms and conditions of each individual Therapist will explain the nature and basis of any such fee, and this fee may differ depending upon the Therapist who is instructed. You are urged to review the terms and conditions of the treating Therapist at the time that they are engaged and to confirm that you are aware of the provisions relating to non-attendance or cancellation (including the conditions and the fee).
5.2. In the event that you do fail to attend a Therapy session and are charged a Non Attendance Fee by your Therapist, we reserve the right to deduct from the Charges you have paid a fee equal to the Non Attendance Fee charged by the Therapist.
5.3. In the event that the deduction referred to at Clause 5.2 above means that we hold insufficient funds to pay for the Services you have ordered, we reserve the right to put the Services on hold (and cancel any Therapy sessions that you may have scheduled with your Therapist) until such a time as you have made payment to account for the shortfall.
6. Cancellation Rights (Cooling-Off Period).
6.1. By placing your order, you are deemed to be instructing us to provide the Services immediately. You understand that you will still be entitled to a 14 day cooling off period as specified at Clause 6.2 below, but in the event that we have already provided Services, you will be charged for the Services that have been provided up until the time that you notify us of your cancellation.
6.2. Your legal right to change your mind. You have 14 days after the date we confirm your order to change your mind, but you lose the right to cancel our Services when they have been completed, and you must pay for any Services provided up until the time that you cancel.
6.3. The Deposit paid on placing your order is non-refundable even in the event that you cancel this Contract under the terms of this Clause 6.
6.4. If you change your mind, contact our Customer Services Team, whose details can be found on our website www.manageminds.co.uk/contact/.
7.1. Behaviour. We have a zero-tolerance policy towards abuse, harassment or violence, whether physical or verbal, towards the Therapists providing your treatment. In the event that we are informed of such behaviour, we reserve the right to cancel your booking. In the event of cancellation, you will still be liable to pay for Services received up until the date of termination, and the Deposit will remain non-refundable.
7.2. Complaints Procedure. Our Customer Service Team www.manageminds.co.uk/contact/ will do their best to resolve any problems you have with us or our Services.
7.3. Personal Data. We use your personal data as set out in our privacy notice www.manageminds.co.uk/privacy-policy/. By accepting these Terms and entering into this Contract, you are also accepting the provisions of the privacy notice.
7.4. Dispute Resolution. You can go to court, and these terms are governed by English law, and wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in. We would prefer to discuss any issues you may have prior to any court proceedings being started.
7.5. Assigning the Contract. The Contract is personal to you, and therefore you are not permitted to transfer it to anyone else. However, we can transfer our contract with you, so that a different organisation is responsible for supplying the Services. We will contact you if we plan to do this, and if you are unhappy with the transfer, we may agree to terminate the contract. In the event that the contract is terminated, you will only be charged for the Services you have received up until the date of termination, and we will refund you any payments you’ve made in advance for Services not provided.
7.6. Third Party Rights. This contract is between you and us. Nobody else can enforce it, and neither of us will need to ask anybody else to sign-off on ending or changing it.
7.7. Invalidation of the Contract (or any part of it). If a court invalidates any part of this Contract (for whatever reason), the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
7.8. Delays to Enforcement. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
7.9. Events Outside of our Control. In the event that the supply of our Services is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team www.manageminds.co.uk/contact/ to end the contract and receive a refund for any Services you have paid for in advance, but not received, You will still be charged for Services that you have received, and the deposit will remain non-refundable.