Terms & Conditions of Service

1. Protecting your Privacy

Psymplicity are committed to protecting your privacy when dealing with your personal information. The following privacy policies outline your rights as well as the ways in which Psymplicity collects, uses and protects your data. If you have any questions about how Psymplicity handles your data, please feel free to contact us at adultcustomercare@psymplicity.com.

  • Click here to read our Patient Privacy Notice
  • Click here to read our Psymplicity website Privacy Policy (https://psymplicity.com/privacy-policy/)
  • Click here to read our Cookie Policy (https://psymplicity.com/cookies-policy/)

2. Service User Responsibilities Before Attending an Appointment with Psymplicity

By booking an appointment with Psymplicity you agree to complete the following: To complete a Patient Registration form prior to your appointment and send this back to us in a timely manner. Your appointment cannot go ahead until this information is recieved from you, completed in full. Where applicable, please ensure that you have included details of your insurer, your membership number and any authorisation codes within the patient registration form if you would like us to make any claim on your behalf. If any of this information is missing, you may be liable to settle this fee with us directly.
  • You agree to complete and return to us before the appointment date all the appointment related forms that Psymplicity sent to you that the Practitioner will need to carry out your assessment effectively.
  • You agree to our payment and cancellation policies
  • You agree to the following terms.

3. Psymplicity Services, Fees and Cancellation Policy

3.1 Payment Terms

All appointments and services with Psymplicity are chargeable and payment will be required to be paid in full by the Patient on or before the day of the appointment for all initial, follow up and additional appointments. It is the patient’s responsibility at all times to ensure that payments are made on time and kept up to date. If at any time you are struggling to make the payment or keep up with any payment plans previously agreed, you should contact Psymplicity so that we can arrange a payment plan for you. Any outstanding balances that are not settled within 30 days of the appointment without previous agreements in place for repayment will be passed to a collection agency for collection away from Psymplicity.

The payment gateway utilised by Psymplicity only accept payments in the following currencies: GBP

The payment gateway accepts the following cards:

  • Visa
  • Mastercard
  • Maestro
  • JCB

3.2 Paying by Card and our Automatic Payment Collection Service

Initial Consultations: For all initial consultations/ first-time bookings at the Clinic, Psymplicity requires a minimum deposit of 50% of the total appointment cost to be paid upfront to secure the appointment. If the appointment date and time is less than 48 hours ahead, Psymplicity will request the full fee to be paid upfront.

The remainder of your consultation fee is then required to be paid in full on or before the day of the appointment. It is the responsibility of the patient to ensure that this remaining balance is paid in full on or before the day of the appointment to avoid late payment fees.

Psymplicity will process this payment for you automatically after the appointment has finished and this will be set up with you at the time you book your first appointment and make payment. We will then process future payments for you automatically after each appointment for any remaining balances. If you would like to opt-out of this at any time you will need to contact us to request this. Your details are stored securely through SagePay (Opayo) payment terminal. It will then be your responsibility to ensure that these payment details are kept up to date and Psymplicity are notified of any changes before the appointment takes place and payment then becomes due.

**Please note our cancellation policy below.

Follow-up and any additional appointment types: All appointments with Psymplicity are chargeable and payment will be required to be paid in full by the Patient on or before the day of the appointment for all follow-up and additional appointments. It is the patient’s responsibility at all times to ensure that payments are made on time and kept up to date.

Psymplicity securely stores your payment details and process an automatic payment for you the day after each appointment you attend in the future. Psymplicity do not keep credit card details such as name, credit card number, card expiry date, CVV code and billing address. Psymplicity have a specialist organisation, called SagePay (Opayo), who keep this information secure. Note that third-party payment processors may keep this information in accordance with their privacy policies and terms.
It will be your responsibility to ensure that payment details are kept up to date with us at all times, and you must let us know if you wish to change the card or would like to pause automatic payments at any time.
If you choose to opt-out of using the automatic payments service, then our Terms and Conditions require you to ensure that you contact us to settle payment in full on or before the day of the appointment.

3.3 Paying by Bank Transfer

If you have requested to pay by bank transfer, the full amount is required to be paid in full to secure the booking. This applies to both initial appointments as well as all follow-up and additional appointment types:

**Please note our cancellation policy below.

3.4 Insurance Cover

Initial Consultations: If you have cover with an Insurance provider who has agreed to fund your appointment costs, Psymplicity will claim this from the insurer on your behalf directly. Before Psymplicity can do this, we require you to complete and return the patient registration to us ahead of the appointment date with all your insurance membership numbers and AUTHORISATION codes included.

Psymplicity require you to notify us if there is an excess due on any new claim and pay this to us upfront to prevent any delay in the insurer paying Psymplicity.

Psymplicity expect you to know how many sessions your insurer has approved so you can guide us on how many sessions can be booked.

Psymplicity also expect you to keep these details up to date on the Psymplicity record, so if anything changes with your policy, Psymplicity ask that you contact us with this information ahead of time to again prevent any delay or disruption with our claims to the insurer.

Psymplicity also expect you to cover any shortfall where the insurer is not willing to pay the full fee. Most of the insurers have set fees and Psymplicity will make claims at the same amount. However, if the insurer is approving assessments on a case-by-case basis, you will be responsible for paying any difference if the insurer doesn’t cover our full fee.

It’s really important to communicate with your insurer before booking in with Psymplicity so you know that the appointment you’re booking is covered by your insurer in full.

Follow-up and any additional appointment types: It is your responsibility to know how many sessions your insurer has approved so you can guide us on how many sessions can be booked.

Psymplicity expects you to keep any insurance details such as membership and authorisation code details up to date on Psymplicity’s record if anything changes with your policy. Please always let us have this information ahead of any subsequent appointments to prevent any delay or disruption with our claims to the insurer. If the insurer is unwilling to settle any payments for appointments, responsibility for payment will then fall on the Patient, through self-funding.

4. Cancellation Policy

If you are unable to attend your appointment, you agree to let us know at the earliest opportunity. Psymplicity operates a 48-hour cancellation policy. If you wish to cancel your appointment, you must email or call us at least 48 hours before the appointment scheduled time and you will not be charged for this appointment.

Email: adultcustomercare@psymplicity.com
Call us: 0207 118 0407

Bookings made less than 48 hours before the scheduled appointment time will not be eligible for any refunds.

Any cancellations made with less than 48 hours’ notice will be fully charged at 100% of the appointment fee and the patient will not be eligible for any refund.

4.1 Late Policy

To provide the best possible service to all our patients, Psymplicity asks you to contact us if you are unable to attend your appointment on time so we can make all necessary arrangements to ensure the appointment can still go ahead. Psymplicity will try to accommodate you as best as we can, but you may be asked to reschedule your appointment or wait for a later available slot so that this doesn’t disrupt the remaining appointments scheduled that day.

If you are more than 5 minutes late for your appointment without our prior agreement, Psymplicity may consider you to have failed to attend, in which case, you will not be eligible for a refund of your pre-payment or deposit payment.

4.2 Failure to attend

If you fail to attend your appointment or are more than 10 minutes late to the scheduled start time of the appointment, you will be deemed to have missed your appointment. You will not be eligible for a refund of any pre-payment or deposit.

Psymplicity will also require payment in full in advance of any future bookings.

5. Refunds

Refunds where applicable can only be made to the card originally used to make the original booking. Psymplicity will aim to process your refund upon request and approval of terms immediately, however this may take up to 10 working days for the refund to appear on your statement depending on your bank. Psymplicity is not in control of this and will ask that you check this with your bank or card provider.

6. COVID 19 – Virtual appointments

All appointments at the current time will be conducted by video call.

To ensure this works smoothly, Psymplicity requires you to confirm your preferred method of contact e.g., Skype or Zoom in advance of your next appointment.

Please login to your preferred method of contact at the time of your appointment on a desktop or your phone and your doctor or therapist will call or video call you.
Any questions please email: adultcustomercare@psymplicity.com or call on 0207 118 0407.

7. Prescribing and Prescriptions

You understand that there is no guarantee that you will be provided with a prescription for any medication and acknowledge that the issuing of any prescription is at the sole discretion of your psychiatrist in the consultation with you and is also subject to the limitations applied by the Psymplicity medical team.

Prescriptions are provided to you and included as part of the initial assessment and follow up appointments /cost where your psychiatrist deems it appropriate to prescribe. If you would like to request a repeat prescription outside of the appointment with your psychiatrist, you will need to request this through the Psymplicity website and where a separate charge is payable.

**Psymplicity will not include a prescription or clinic letter as part of the appointment type/cost for any appointments lasting less than 25 mins.

At the time of receiving your repeat prescription request, it may be that your psychiatrist asks you to book an appointment to see them before they will send you a repeat prescription. Where this is the case, Psymplicity will contact you and book this appointment in for you. All prescriptions issued outside of appointments are chargeable.

7.1 Controlled Medication:

Psymplicity aims to send all controlled medication prescriptions to a pharmacy of your choice (Psymplicity cannot arrange to have these posted to any residential address). All prescriptions are sent via Royal Mail and Psymplicity aims to send them as recorded delivery, but Psymplicity cannot guarantee the delivery or the delivery time frame for these to arrive with the pharmacy. Once this is handed over to the postal service, the delivery of this prescription is not in our control, and Psymplicity will not be held liable for any delays or issues locating prescriptions at the pharmacy.

7.2 Non-Controlled Medication

Psymplicity aims to send all medication prescriptions to a pharmacy of your choice via Royal Mail recorded delivery. Some pharmacies will also accept receipt of these via Fax or Email and Psymplicity can arrange this on condition that you provide us with the contact information for your chosen pharmacy and allow sufficient time for this to be arranged.

7.3 Pharmacy Charges

You will be charged by the pharmacy for the medication. The prescriptions available via Psymplicity are private prescriptions only (not NHS prescriptions). You accept that private prescriptions are fulfilled at a charge, unique to the fulfilling pharmacy, which is not under the control of Psymplicity. It is your choice as to whether you have any prescription fulfilled and at what cost. ‘Prescription’ also applies to repeat prescriptions.

Any prescription that you receive via the Psymplicity System is only valid for use at legal UK pharmacies. You understand and agree that any prescriptions acquired from Psymplicity are solely for your personal use. Furthermore, you agree to read carefully all information provided to you and to follow the instructions provided by your psychiatrist on the prescription(s) itself (the label applied by the pharmacy) or otherwise, before taking any of the prescribed medicines. You also hereby agree to contact your psychiatrist or another doctor or pharmacist if you have any questions or do not fully understand the reasons you have been prescribed medication or the instructions related to the medication.

8. Assessment Letters

Psymplicity will provide you with an assessment letter after every assessment with your psychiatrist which will outline the diagnosis. Follow-up appointments will usually not include a letter or report and it will be determined by your psychiatrist whether this is provided or not. Any letters, reports or other documentation requested by the patient after the initial assessment will be charged as an additional cost.

9. Declaration

By booking an appointment with Psymplicity you confirm:

  1. The information provided is, to the best of your knowledge, accurate and complete. You are required to complete a Patient Registration Form prior to your appointment.
  2. You understand that where your appointment is with one of our practitioners, they are directly liable for the care they provide you.
  3. You understand that by booking an appointment online, Psymplicity may contact you using the details you have provided to discuss your care or appointment booking. This may be from a Psymplicity employee, or a relevant medical secretary involved in booking appointments for the Consultants.

10. Zero Tolerance Policy

Psymplicity are committed to providing a high quality of care for our patients. The welfare of patients and staff rely on establishing a good relationship between the patients, those working at Psymplicity and our practitioners. Therefore, to protect both the staff and patients, Psymplicity respectfully highlights the following inappropriate behaviours that will not be tolerated:

  • Swearing
  • Threatening or abusive behaviour
  • Intoxication
  • Verbal or physical abuse
  • Inappropriate advances to our staff


Psymplicity have a zero-tolerance policy towards such behaviour, particularly threatening or violent behaviour towards anyone associated with our Services. Psymplicity reserves the right to terminate an appointment (and call for police assistance if deemed necessary) with anyone behaving in such a manner.

11. Your Personal Data

Psymplicity collects and processes personal data from all our clients, including:

  • Personal data: basic contact information: name, date of birth, gender, address, email and GP contact details.
  • Sensitive personal data: presenting problem information, therapy, psychology and psychiatry records (specialists notes, letters, reports, and/or outcome measures.)
  • If you complete a Psymplicity website-based enquiry form, Psymplicity will also collect any information provided to us.
  • Payments: Psymplicity do not keep credit card details such as name, credit card number, card expiry date, CVV code and billing address anywhere within our systems. Psymplicity have a specialist organisation, called SagePay, who keeps this information secure. Note that third-party payment processors may keep this information in accordance with their own privacy policies and terms.


GP Details – CQC have instructed all medical clinics under new rules that you must supply your GP details prior to your assessment. These will only be used in emergency circumstances or requested by law.
You are therefore required to provide details of your GP name and address or a contact number to Psymplicity within your registration form and these details must be kept up to date at all times. You will have the option to select if you authorise or do not authorise Psymplicity to contact your GP, and Psymplicity will follow this instruction. In the event of an emergency or safeguarding alert Psymplicity are legally required to contact your GP and will do so only under these circumstances.

Psymplicity will not be liable for any harm or loss that may arise in not having such details disclosed. More information on this is provided within your patient registration form.

Sharing information between Psymplicity Healthcare professionals providing you with care and treatment –

Psymplicity takes your privacy extremely seriously. We will only use your personal information to provide the services you have requested from us.

If you do not provide the personal information requested, Psymplicity may be unable to provide the appropriate services to you.

Psymplicity uses the information that we collect from you to:

  • Provide our services to you.
  • Process payments for services.
  • If you have opted into our email updates, Psymplicity may send you information about our services that might be of interest to you. You have the right to opt-out at any time and request that your personal contact information be deleted to prevent further proactive contact from us.
  • Psymplicity work with partners who provide us with analytics. This helps us understand how users interact with our service and measuring its performance. Cookies and similar technologies may be used to collect this information.
  • Psymplicity will inform your mental health professional of the time and date of your appointment. They will also have access to your profile that contains your name, date of birth, your presenting problem and GP details.
  • Psymplicity will also use the information to confirm your scheduled appointment and send you an automated notification before the start of your session.
  • Psymplicity may also use your information to process a refund if necessary.


Please note, Psymplicity are required to keep your information for at least 8 years following discharge or from when the patient was last seen. Whilst the GDPR is clear that records should not be kept longer than is necessary, there may be other indications for keeping the records, such as intimation of a claim, or serious incident, so all records should be reviewed before proposed secure destruction. Children’s records will be kept until after their 25th birthday. If the patient was 17 at the conclusion of treatment, records will be kept until their 26th birthday.

Psymplicity will not share your personal information with third parties for marketing purposes. Please refer to our Privacy Policy on our Psymplicity website – here


As Psymplicity don’t provide any emergency services, please contact 111, or Samaritans on 116 123 in the case of an emergency.

If you have any further questions, please do not hesitate to contact the admin team on 0207 118 0407 or email admin@psymplicity.com

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