Trading Name: HealthHarmonie Minds (a rebrand of HealthHarmonie Minds)
Legal Entity: HealthHarmonie Limited
Company Registration: 04724733
Registered Office: 26 Highfield Rd, Birmingham B15 3DP
Contact: 0121 368 0698
CQC Registration: 1-101726729
Last Updated: 05/02/2026
1. ABOUT THESE TERMS
These terms, along with our Privacy Policy, explain how we provide services through our website and platform. By ordering services, you agree to follow these terms.
Our team members are registered with official authorities including the General Medical Council (GMC), Royal College of Psychiatrists, British Psychological Society (BPS), Health and Care Professions Council (HCPC), General Pharmaceutical Council (GPhC), and Nursing and Midwifery Council (NMC). We are registered with the Care Quality Commission (CQC), the independent regulator of health and social care services in England.
HealthHarmonie Minds enables UK patients to speak with psychologists, psychiatrists, psychotherapists, pharmacists, mental health nurses, or suitably qualified healthcare professionals through live video to receive professional medical advice, referrals, and private prescriptions.
Key Principles:
- We provide advice and appointments for ADHD and Autism, but remote help may not be suitable for everyone
- We keep your information safe and only share it with your consent or where required by law
- As a Secondary Care Provider, we communicate with your GP to ensure your safety unless you have good reason to object.
- We follow UK laws. If you use our services from outside the UK, you should check your local laws
Clinicians are independent healthcare professionals responsible for their own medical advice. HealthHarmonie Minds is a means to connect with and pay for their services privately.
2. THE SERVICES
2.1 What We Offer
HealthHarmonie Minds provides specialist assessment, diagnosis, and treatment (if appropriate) services for adults aged 18 and over, including ADHD and Autism assessments, as well as selected general psychiatric services.
Our administrative and operational team is available Monday to Friday, 9:00am to 5:00pm (excluding bank holidays). During these hours, our team can assist with referrals, bookings, general enquiries, and administrative support.
Our clinical team operates between 8:00am and 8:00pm, Monday to Sunday. Clinical services include pre-assessment triage, diagnostic assessment, treatment, prescribing (where clinically appropriate), and ongoing clinical review. Appointment availability is subject to clinician availability.
Our service begins with completion of screening and pre-assessment questionnaires, which are reviewed by our clinical team to determine whether the service is appropriate and to guide you to the most suitable clinician for assessment and treatment.
HealthHarmonie Minds provides a non-urgent, elective service and is not intended for emergency or crisis care.
2.2 Complex or Unclear Clinical Presentations
Some clinical presentations may be complex, unclear, or require further assessment to ensure a safe and accurate diagnosis.
Where this occurs, your case may be reviewed and discussed by senior members of our clinical team as part of our clinical governance and quality assurance processes.
Additional appointments, assessments, or information gathering may be required before a diagnosis or treatment plan can be confirmed.
Where further appointments are clinically necessary:
- The duration, type, and number of appointments will be determined based on clinical need
- These appointments will be charged separately from your initial assessment
- You will be informed in advance and provided with a cost estimate before any additional services are provided
You are under no obligation to proceed with additional appointments. If you choose not to proceed, you may be discharged safely from the service. Where appropriate, we will provide guidance, signposting, and safety-netting advice to support your ongoing care.
HealthHarmonie Minds does not guarantee that a diagnosis or treatment outcome will be reached within a specific number of appointments.
2.3 Emergencies
Our non-urgent service is not suitable for emergencies and does not operate outside office hours. For serious or urgent situations, go to your local A&E, GP, or Community Mental Health Team.
In an emergency: Call 999, attend A&E, contact your Crisis Team, or call Samaritans (116 123).
2.4 Clinical Independence and Diagnosis
Our clinicians work diligently to provide accurate diagnoses for conditions such as ADHD and Autism. However, diagnosing neurodevelopmental conditions is complex and involves clinical judgement. A diagnosis is not guaranteed and is entirely at the clinician’s discretion. Clinicians follow best practice methods, NICE Guidelines, and HealthHarmonie Minds policies.
Clinicians may refer you to another provider if they have concerns about your safety or believe another service is more appropriate.
3. YOUR RESPONSIBILITIES
You must:
- Provide full, accurate, and truthful information
- Follow all clinician instructions and medication guidance
- Report any unexpected effects from treatments
- Store medications safely and out of reach of children
- Update us promptly if any information changes
- Not modify any documents we provide
- Communicate appropriately with staff (abusive behaviour will not be tolerated)
- Notify us of complaints or cancellations promptly
- Register only once for our service
- You confirm that you are medically and mentally able to participate in remote consultations and will inform us if your condition changes in a way that may affect your ability to safely engage with our services.
The onus is on you to inform us of correct and accurate health information. Failure to do this may result in health issues.
4. TECHNICAL REQUIREMENTS
(FOR WEB BROWSER VIDEO CONSULTATIONS)
4.1 Eligibility and Hardware
To use our video consultation services, you must be at least 18 years old. You will require a compatible device equipped with a functioning high-definition webcam, microphone, and speakers (or a headset for better audio quality and privacy).
4.2 Operating System and Browser Compatibility
For optimal performance and security, we support the latest two versions of the following:
- Windows: Windows 10 or later (using Chrome, Edge, or Firefox).
- macOS: macOS 11 (Big Sur) or later (using Safari, Chrome, or Firefox).
- Android: Android 9.0 or later (using Chrome).
- iOS/iPadOS: iOS 14.5 or later (using Safari).
Note: Browsers must have JavaScript and WebRTC enabled. Private/Incognito modes may occasionally interfere with camera permissions.
4.3 Connectivity and Network Security
A stable, high-speed internet connection is required to maintain video quality:
- Minimum Speed: 2 Mbps upload and download.
- Recommended Speed: 5 Mbps upload and download for High Definition (HD) consultations.
- Network Type: A secure, private Wi-Fi or wired Ethernet connection is strongly recommended. Avoid public or unsecured Wi-Fi networks to ensure data privacy.
- Firewalls: If accessing from a corporate network, ensure that the network allows WebRTC traffic (UDP ports) to prevent connection failures.
4.4 Security and Maintenance
- Protection: Your device must have up-to-date antivirus and anti-malware protection.
- Updates: Ensure your browser and operating system are updated with the latest security patches.
- Permissions: You must grant the browser permission to access your camera and microphone when prompted.
4.5 Account Responsibility
Your login credentials and the security of your email address are your responsibility. You must use an email address that you monitor regularly for time-sensitive appointment links and notifications. We are not liable for service interruptions or data breaches resulting from the use of unsecured networks or compromised user credentials.
4.6 Technical Requirements
HealthHarmonie Minds provides services primarily through remote video consultations. While remote consultations are an effective and widely accepted method of delivering healthcare, they may have limitations compared to in-person assessments.
By using our services, you acknowledge and accept that:
- Remote assessments rely on the accuracy and completeness of the information you provide
- Certain clinical signs or conditions may not be fully assessable remotely
- Technical issues may occasionally affect consultation quality
- Remote consultations may not be suitable for all individuals or clinical situations
HealthHarmonie Minds and its clinicians are not responsible for limitations inherent to remote consultations. Where remote assessment is not clinically appropriate, clinicians may recommend alternative care arrangements.
5. BOOKING AND ATTENDING APPOINTMENTS
5.1 How to Book
Contact us by telephone, website form, or email for your first appointment. For follow-up appointments (particularly if medication is prescribed), use telephone, email, or our online booking link.
After booking, we will send a payment link or confirmation email. If you don’t receive this within 24 hours (or 4 hours before your appointment), contact us.
5.2 Identity Verification
You will need to provide a copy of your photo ID during consultations before certain medications can be prescribed. Acceptable ID includes: passport, residence permit, EU/Swiss ID card, UK driving licence, armed forces/police ID, disabled blue badge, citizen card, or student ID.
HealthHarmonie Minds reserves the right to refuse, suspend, or terminate services where identity cannot be verified or where fraud or misuse is suspected.
5.3 Appointment Lateness
You may join consultations up to 9 minutes after the scheduled start time. After that, it counts as a missed appointment.
5.4 Service Completion Timeframes
Services purchased as part of an assessment pathway, treatment programme, or service package must be completed within a reasonable timeframe as determined by clinical and operational requirements.HealthHarmonie Minds reserves the right to close or discharge cases where there has been prolonged inactivity, non-engagement, or failure to complete required steps.
Unused services may expire and may not be eligible for refund.
6. CANCELLATIONS AND REFUNDS
6.1 Cancellation Policy
Cancellation charges:
- 7+ days’ notice: Full refund minus administration fee
- 2-7 days’ notice: 50% of invoice payable
- Within 48 hours: Full invoice amount payable
Missed appointments (not attending on time) incur the full invoice amount.
If we miss an appointment, we will reschedule within 30 days or provide a full refund.
6.2 Cooling-Off Period
When you book an appointment within the statutory 14-day cooling-off period, you agree to waive this right so we can begin providing services immediately.
6.3 Refunds
If your consultation is disrupted due to our fault (e.g., platform suspension), we will refund or reschedule within 30 days. Contact us with consultation details and a description of the issue.
Refunds are not provided for: inability to fulfil a correctly issued prescription, disruption caused by your actions, missed appointments, late-starting consultations, unused appointment time, or not receiving a specific diagnosis.
7. PRESCRIBING AND MEDICATION
7.1 Prescribing Policy
Clinicians may prescribe medicines from our approved formulatary based on clinical appropriateness, but prescribing is not guaranteed. It depends on the clinician’s professional judgement, your clinical presentation, medical history, location, and safety considerations.
A diagnosis does not automatically result in medication prescribing or treatment. Treatment decisions are based on clinical judgement, safety considerations, and medical suitability.
7.2 GP Consent Requirement
Consent to share information with your GP is required for issuing a private prescription. If you do not consent, we cannot provide a private prescription.
7.3 Pharmacy Arrangements
Where a medication is prescribed this will be done on a private prescription. We can send this to our partner pharmacies for dispensing and home delivery, or it can be sent to a pharmacy of your choice. You can confirm this with your clinician at the point of prescribing. As the medications are prescribed outside of the NHS, patients must pay for the prescription to be dispensed and pay for delivery if they choose this option. Pharmacies set the price of their private dispensing services. We are not responsible for the cost, availability nor actions of the dispensing pharmacy.
7.4 Controlled Drug Prescription Validity
Many ADHD medications are classified as Controlled Drugs under UK law.
Private prescriptions for Controlled Drugs are valid for 28 days from the date of signing and must be dispensed by a pharmacy within this period. After this time, the prescription will expire and cannot be dispensed.
It is your responsibility to ensure prescriptions are used promptly. If a prescription expires before being dispensed, a new clinical review and prescription may be required, and additional charges may apply.
HealthHarmonie Minds is not responsible for delays caused by failure to present prescriptions within the validity period.
7.5 Lost or Stolen Controlled Drug Prescriptions
Controlled Drug prescriptions are valuable medical documents and must be kept safe.
HealthHarmonie Minds is not responsible for lost, stolen, or misplaced prescriptions once they have been issued or transmitted to a pharmacy.
Replacement prescriptions for Controlled Drugs are not routinely issued and are subject to clinical review and approval at the clinician’s discretion.
Where a replacement prescription is approved, an additional consultation and prescription fee may apply.
We reserve the right to refuse replacement prescriptions where there are clinical, safety, or regulatory concerns.
7.6 Early Prescription Requests
Controlled Drug prescriptions are issued based on clinical assessment, safety considerations, and expected usage.
Early prescription requests are not routinely granted due to the risk of misuse, dependency, diversion, or safety concerns.
Requests for early prescriptions will only be considered in exceptional circumstances and are subject to clinical review and approval at the clinician’s sole discretion.
HealthHarmonie Minds reserves the right to refuse early prescription requests where it is not clinically appropriate or where safety concerns exist.
Additional clinical review appointments and fees may apply where early prescription requests are considered.
7.7 Prescribing Processing and Supply Timeframes
Following your consultation, prescriptions may take time to be processed, issued, and dispensed.
Typical timeframes are as follows:
- Prescription issuance: up to 5 working days following your consultation, subject to clinical review and completion of all required documentation
- Pharmacy dispensing and delivery: typically 3 to 7 working days after the prescription has been issued
Total time from consultation to receipt of medication may take up to 10 working days, and in some cases longer depending on clinical requirements, pharmacy processing times, medication availability, and external factors beyond our control.
HealthHarmonie Minds is not responsible for delays caused by pharmacies, medication supply shortages, delivery providers, or incomplete patient information.
We recommend that patients allow sufficient time when planning medication supply and contact us if medication has not been received within 10 working days.
7.8 Your Medication Responsibilities
You must: take medication exactly as prescribed, use a heart rate monitor, blood pressure monitor or other if instructed, inform us of all current medications and allergies, contact your GP or emergency services if you experience concerning symptoms, and keep us updated about health changes.
7.9 Shared Care
HealthHarmonie Minds cannot guarantee that your NHS GP will agree to enter into a shared care agreement or continue prescribing medication initiated privately. This decision rests solely with your GP and NHS practice policies. If shared care is declined, you may need to continue privately prescribed medication at your own expense.
8. MEDICAL RECORDS AND DATA
8.1 Electronic Medical Records (EMR)
Your EMR is your online health record where clinicians document information about your health, medical history, conditions, and medications. Information discussed during consultations may be added to your EMR.
You are responsible for ensuring the information you provide is accurate so your EMR remains correct and up to date.
By booking a consultation, you consent to your clinician accessing and using all information in your EMR. Contact us if you would like a copy of your EMR.
8.2 GP Information Sharing
HealthHarmonie Minds will share your medical information with your NHS GP unless you choose not to. You can make this choice when completing your Registration Form before your first appointment.
8.3 Data Protection
We handle your personal information in accordance with our Privacy Policy and applicable privacy laws. By agreeing to these terms, you agree to comply with the Privacy Policy.
We are legally required to share information in circumstances including: serious risk to you or others, terrorism, serious crime, and child protection concerns.
8.4 Use of Transcription and Clinical Documentation Tools
HealthHarmonie Minds clinicians may use secure clinical documentation and transcription tools to assist with creating accurate medical records during or after consultations.
These tools may be provided by approved third-party service providers who act as data processors on behalf of HealthHarmonie Minds.
Such tools are used solely to support clinical documentation and improve accuracy, efficiency, and patient safety. These providers are contractually required to comply with UK data protection laws and maintain appropriate security and confidentiality standards.
While HealthHarmonie Minds undertakes due diligence in selecting secure and compliant providers, transcription services are provided by third-party organisations and are subject to their own terms, privacy policies, and security controls.
By using our services, you acknowledge and consent to the use of secure clinical documentation tools for the purpose of creating and maintaining your medical record.
Further information is available in our Privacy Policy.
9. FEES AND PAYMENT
You must pay all costs before services begin. All fees must be pre-authorised and paid in advance. We may change fees at any time. Services may be cancelled if billing information is incorrect or funds are insufficient.
All fees are your responsibility and must be paid before receiving services. Outstanding payments may result in cancelled consultations or suspended services. Additional charges (such as overtime or private prescriptions) will be invoiced separately.
Unpaid balances become due within 7 days. Daily interest and collection costs may be added to overdue amounts. Interest will not be added to disputed amounts during investigation.
By purchasing services from HealthHarmonie Minds, you agree not to initiate unjustified payment disputes or chargebacks for services that have been delivered or appointments that have been booked and reserved on your behalf.
Where a payment dispute or chargeback is initiated without valid basis, HealthHarmonie Minds reserves the right to recover outstanding amounts, administrative costs, and any associated recovery fees through lawful means.
10. COMPLAINTS
10.1 Complaints Procedure
Please give us the opportunity to resolve issues before posting publicly. Contact us at our feedback email address with complaints as soon as possible. We may request details to investigate properly. All complaints are handled according to our Complaints Policy (available on our website). We will investigate and keep you updated.
If your complaint relates to a clinician’s professional standards and you are not satisfied with our response, you may report to the clinician’s governing body (GMC, NMC, HCPC, BPS, GPhC or Royal College of Psychiatrists).
10.2 Duty of Candour
HealthHarmonie Minds is committed to providing safe, high-quality care and to being open and transparent with patients in accordance with our Duty of Candour obligations under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
11. LIABILITY AND DISCLAIMERS
11.1 Our Liability
To the fullest extent permitted by law, HealthHarmonie Minds’ total liability arising from any claim relating to services shall not exceed the total amount paid by you for the services giving rise to the claim.
Nothing in these Terms limits liability where such limitation is prohibited by law.
We offer advice and support but are not responsible for treatments provided directly by clinicians or third-party providers. Agreements relating to treatment are between you and the clinician/provider. Our liability is limited except in cases of negligence or where law does not allow limitations.
We are not liable for:
- Clinical negligence by independent Clinicians
- Pharmacy errors or failures
- Technology platform failures beyond our control
- Issues arising from your actions or breach of these terms
11.2 Medical Disclaimers
Clinicians operate independently, and their views are not necessarily endorsed by HealthHarmonie Minds. You should always seek advice from a qualified healthcare provider. We cannot guarantee that video consultations are suitable for your needs. You must inform us or your GP of any changes in your condition. In emergencies, contact emergency services.
11.3 Content and Service Disclaimers
Information on our website (excluding direct clinician advice) is not medical advice. We do not guarantee the accuracy of articles or informational content.
We cannot guarantee that our digital platforms will meet your exact requirements, always function smoothly, or be entirely error-free.
11.4 Professional Indemnity Insurance
All clinicians providing services through HealthHarmonie Minds are required to hold appropriate professional indemnity insurance in accordance with their professional regulatory body requirements, including the General Medical Council (GMC), Nursing and Midwifery Council (NMC), Health and Care Professions Council (HCPC), and other applicable regulators.
This insurance provides protection for patients in the event of clinical negligence or professional error.
HealthHarmonie Minds maintains appropriate organisational indemnity arrangements in accordance with applicable legal and regulatory requirements.
12. TERMINATION OF SERVICES
HealthHarmonie Minds reserves the right to decline, suspend, or terminate services at any time where reasonably necessary, including but not limited to the following circumstances:
- Where is clinically inappropriate or unsafe to continue providing care
- Where required Medical or personal information is not provided or is inaccurate
- Where payment is not received or is overdue
- Where you breach these Terms of Service
- Where you behave in an abusive, threatening, inappropriate, or unsafe manner toward staff or clinicians
- Where continuing care presents clinical, legal, regulatory, or safety risks
- Where your clinical needs fall outside the scope of our services
Where appropriate, we will notify you of termination and provide information about alternative care options. Termination does not affect your obligation to pay for services already provided.
13. INTELLECTUAL PROPERTY
We own copyright and intellectual property rights to the HealthHarmonie Minds website, services, content, and consultation recordings. You may use our website and systems solely for receiving services. You may store or print copies for personal use and share material with your GP or medical practitioner.
You are not permitted to copy, distribute, modify, or make business use of any HealthHarmonie Minds materials. You must not remove or obscure HealthHarmonie Minds notices.
14. GENERAL PROVISIONS
14.1 Changes to Services
If you wish to change your ordered service, contact us. We will inform you if the change is possible and any impact on price or timing.
We may make minor changes for legal or regulatory reasons. For significant changes affecting your access, we will notify you and you may end the contract and receive a refund for services not yet provided.
14.2 Force Majeure
We are not responsible if circumstances beyond our control cause delays. We will contact you promptly and minimise impact. If there is significant delay risk, you may cancel and receive a refund for services not received.
14.3 Assignment and Transfer
We may transfer our rights and obligations to another organisation. We will notify you, and if you are unhappy, you may end the contract and receive a refund for services not yet provided.
You may only transfer your rights or obligations with our written consent.
14.4 Severability and Waiver
If any court finds part of this contract illegal, the remaining paragraphs remain in full force.
If we delay enforcing this contract, we can still enforce it later. For example, if you miss a payment and we continue services, we can still require payment later.
14.5 Governing Law
These terms are governed by English law. You can bring legal proceedings in English courts. If you live in Scotland or Northern Ireland, you may bring proceedings in Scottish/Northern Irish or English courts.
15. CONTACT INFORMATION
General Enquiries: 0121 368 0698 / ADHD@healthharmonie.co.uk
Complaints: 0121 368 0698 / ADHD@healthharmonie.co.uk
Data Protection: 0121 368 0698 / ADHD@healthharmonie.co.uk
Emergencies: Call 999 or attend A&E (do not contact HealthHarmonie Minds)
SUPPORTING POLICIES
The following policies form part of these Terms and are available on our website:
- Privacy Policy
- Complaints Policy
- Safeguarding Policy
- Acceptable Behaviour Policy
- Our Services Fee Schedule
Accuracy
We try to ensure what we publish is accurate at the time of writing. However, your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable.
It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.
Copyright
Material contained in this website is subject to copyright and is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
Any disclosure, copying, distribution or other use or action as a result of this information by other parties is prohibited and may be unlawful.
Third Party Material
We are not responsible for the contents of any other websites to which we provide a link.
Viruses and Continuity of Service
We accept no liability or responsibility that functions available on this website will be uninterrupted or error free, that defects will be corrected, or that the server making it available is free of viruses or bugs.