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Terms that apply when using the Services

These terms are effective from 26th February 2024.

About these terms

These are the terms for the supply for Cognitive Behavioural Therapy services  provided by a therapist online through typed or video modality (the Services) through https://my.iesohealth.uk (or such other websites we may make available to you for providing the Services)(the Ieso Platform). The Ieso Platform and the Services are provided by Ieso Digital Health (UK) Limited (Ieso, we, us and our). Your use of the Services offered on the Ieso Platform is subject to these terms and by using the Services you agree to be bound by them.

Please note that our solely digital ieso programme app is governed by a different set of terms, which are available here.

Important Notice

Neither ieso, or our therapists, provide a crisis or emergency service.  

In a health emergency:

Do you need to talk to someone? Call the Samaritans free on 116 123

Experiencing a mental health crisis? Call 111

Is your life at immediate risk? Call 999 or go to A&E

Who do these terms apply to?

As explained below (See “Introduction”), these terms apply to individuals who have access to the Services through the National Health Service as part of the NHS talking therapies programme in England or, in Scotland, as part of the NHS National Services Scotland offer of internet-enabled Cognitive Behavioural Therapy services.

These terms do not apply to patients receiving the Services as an employee benefit, through private healthcare or as part of a research study.


The Services offered to you on the Ieso Platform are provided under a contract between Ieso and an NHS Service. When we refer to the NHS Service we typically mean an NHS commissioner or provider, such as an NHS Trust, who has entered into a contract with Ieso to provide the Services to their patients. Our contract with the NHS Service lays out many detailed criteria about our responsibilities to you such as, for example, that the Services provided meet National Institute for Health and Care Excellence (NICE) guidelines. (See “Our Responsibilities” below). The Services are provided to you free of charge on the condition that you meet the suitability and eligibility criteria required by the NHS Service.

Notifying your GP

Our Services are not intended to replace the services offered to you by your GP, and we, and many NHS Services, require or recommend that you keep your GP informed about the Services that you are receiving from us.

Our practice is therefore to notify your GP at assessment and discharge. You will also receive a copy of this correspondence by post.  

You can ask us to check if we are able to opt-out of notifying your GP but this is only possible where the NHS Service allows it. Please address any questions regarding opt-outs to info@iesohealth.com and we will be able to advise if this is possible.    

In very rare situations in which we have a serious concern about your safety or the welfare of another (child or adult) we will have a legal duty to act, even if you have been able to opt-out of GP notifications. On these occasions we will seek to discuss this directly with you but if necessary we may need to disclose information to your GP or another statutory agency without having done so. If you have any concerns about any of this we would advise you to talk directly to your therapist.

Registration for the Services

The registration process enables us to collect your details and assess your suitability and eligibility as we do need to check that the Services that ieso provides are suitable for you. Determining your suitability includes a clinical assessment undertaken by the NHS Service or Ieso.

Your eligibility is usually determined by where you live, the General Practitioner (GP) you are registered with, and / or your age. We have sole responsibility to decide not to provide the Services to you and to take as much time as we need to do so.  

The registration process also allows us to determine whether your therapy sessions will be delivered by typed message or video modality. This is usually determined by the NHS Service but if we are able to offer a choice we shall endeavour to ask your preference. Once this has been determined, it will apply to all your therapy sessions and it will not be possible to change from one mode of therapy to another without authorisation from your NHS Service.

Upon registration for an account with us, you will be asked to create a password. You must keep your password confidential at all times. You are the only authorised user of your account and, accordingly, you must not disclose your password to anyone else. You should contact us immediately upon discovering any unauthorised use of your account or error in the operation of your password (see “Contacting Us”).

Your personal information

During registration and throughout treatment, you will be providing us with sensitive personal information. We take the responsibility for keeping this information secure and confidential very seriously.

The handling and use of your personal information submitted us is governed by our Privacy Notices.

We recognise the particular sensitivity of our Ieso Platform holding treatment session transcripts and we only ever share the minimum information necessary to provide the best treatment, care and protection to yourself and others.

Our Privacy Notices give a clear and detailed explanation about what information we collect; how we collect it; when we might share it and to whom; how we store and keep your information secure; your access, rights and choices; cookies on our Ieso Platform; how to ask us questions; and specific information for young people using the service.

As mentioned in the Introduction, our authority to offer the Services to you is based on our contract with an NHS Service. If your NHS Service intends to transfer all or part of its NHS talking therapies programme to a new provider (“Service Transfer”), we will be under a legal obligation to share certain personal information with the new provider to assist the NHS Service and any new provider with continuity of provision for you. We will comply with our legal obligations when sharing such personal information. Further details are provided in our Privacy Notices. By using the Services, you give ieso permission to share your confidential information to the extent reasonably required for a Service Transfer. You may, however, opt out of a Service Transfer by email to info@iesohealth.com.

What to expect of the Services

The first step we take is to assess your suitability and eligibility for Cognitive Behavioural Therapy and if that is not the most appropriate option for you then we will contact you and discuss any other alternatives that may be available. Those options may include advising you to self-refer to other providers offered by the NHS Service or to your GP.  

If you are suitable and eligible for the Services, we will help arrange therapy sessions with an appropriately qualified therapist. In these terms where we use the term “therapist” we mean a psychological professional, who is qualified and trained to practice in the UK and usually that will mean a psychological wellbeing practitioner or high intensity therapist.    

The sessions will take place on mutually convenient dates and times. Please be aware that we can also only provide the Services in the English language.

During your therapy session you will be in live communication with your therapist using one of two modalities through either the exchange of typed messages with your therapist (“typed modality”) or through a video-enabled conversation with your therapist (“video modality”).      

The modality that will be used is determined during the registration process (See “Registration for the Services”).

During therapy sessions that use “typed modality”, the Ieso Platform provides you with functionality to use your device to exchange “live” typed messages via the Ieso Platform with your therapist.  

During therapy sessions that use “video modality”, the Ieso Platform provides you with functionality to communicate with your therapist through the camera and microphone on your device.

After your sessions, the Ieso Platform provides further functionality that allows you to conduct exercises, complete questionnaires and review the texts and other content you have been provided with by your therapist to enable you to reflect and practice.  

Your rights to use the Services and any content are provided to you on a non-exclusive basis and you agree not to share, loan, transfer, or otherwise give access to the Ieso Platform or the Services to anyone else.  

The content provided by the Ieso Platform, or through the use of the Services, is the intellectual property of ieso and may only be used by you as required for you to receive treatment under the NHS talking therapies programme. All other rights in the content are reserved to ieso.

Duration of the Services

If you are suitable and eligible to receive the Services, the duration of the Services is determined by our clinical assessment.  

After your sessions have been completed you will still be able to access your online account to review the content you have been provided with by your therapist. If your sessions took place by “typed modality”, you will be able to access the messages you exchanged with your therapist. If your sessions took place by “video modality” you will, be able to access an audio recording of your session. This can help you remember coping strategies, techniques or processes that you learnt in therapy. If you were to experience a setback between sessions or after you have completed treatment, you may find it useful to refer to your therapy transcripts, audio recordings and messages.

Following commencement of treatment, we may at our sole discretion withdraw the Services from you. In such cases, we will usually refer you back to the NHS Service or your GP as appropriate and as agreed in our contract with the NHS Service. Usually this will only be in cases where there has been a change in suitability or eligibility for the Services, a repeated failure to attend appointments or for a breach of Your Responsibilities. In such cases, we will discuss with you any other alternatives that may be available.  

You may also withdraw from the Services at any time for any reason but we ask that you contact us to let us know (see “Contacting Us”).

Your Responsibilities

Whilst you are receiving Services, you agree with us that you will always:

  • provide honest and accurate information in the registration process to enable us to assess your suitability and eligibility
  • treat the therapists providing the Services, and our staff, with courtesy and respect
  • refrain from using any offensive language or any abusive or bullying conduct when dealing with the therapists and our staff
  • use the Services, Ieso Platform and any content provided to you only for your own personal treatment and not for any other person’s treatment or benefit
  • use the Services only for their intended purpose and in accordance with any user instructions that we provide
  • do your best to keep your appointments with your therapist
  • ensure that you read and understand our Privacy Notices
  • keep your password and access details secure
  • provide your own device, software and internet connection necessary to access the Services online and to pay for any data usage charges that you incur with your internet or mobile data provider
  • if you are offered therapy by “video modality”, you will need to have a microphone and camera that work with the device you use to access the Ieso Platform
  • keep your device’s software up-to-date and compatible with the Ieso Platform. Details of the types of devices, operating system and software that are supported are available by Contacting Us. We review and update the compatibility with the Ieso Platform from time to time and reserve the right to make changes.

At the date these terms were published on the Ieso Platform, the compatible web-browsers are the latest versions of:

  • Microsoft Edge
  • Mozilla Firefox
  • Google Chrome
  • Apple Safari (MacOS)
  • Apple Safari (iOS)
  • Opera
  • Samsung (but only for typed, not video, therapy)

Our Responsibilities

Ieso are responsible for providing the Ieso Platform and delivering the Services in accordance with our contract with the NHS Service, clinical best practice and applicable laws and regulations.

Our responsibilities include:

  • Suitability of care – we will assess and monitor your suitability for our services during treatment and refer you to an alternative service if ours is no longer appropriate for you.
  • Quality of care – we use appropriately qualified therapists and our aim is to help them be the best therapists they can be. We have robust clinical supervision processes and continuous professional development programmes to attain this.
  • Security of information – to protect your privacy and confidentiality in accordance with our Privacy Notices.
  • Transparency – to provide you with the ability to understand our Services and the treatment we are providing you. To operate a robust objective complaints process (available at https://www.iesohealth.com/trustcentre/complaints) and to address any problems as they arise. Whilst protecting your privacy in accordance with our Privacy Notices, to accurately and honestly report on our performance to the NHS Service.
  • Safeguarding – we will assess risk throughout treatment and have appropriate internal training and policies to enable our clinicians to protect people's health, wellbeing and human rights.
  • Availability of the Ieso Platform and Service – our aim is to provide a service available at times agreed with you and having the functionality and complying with the standards set out in these terms. We cannot guarantee the Ieso Platform will suffer no downtime, but if unplanned unavailability occurs you can be assured that we will divert effort and resources to restore all services as quickly as reasonably possible although this may still result in the non-availability of content, interruption to the Services or re-scheduling of therapy sessions.
  • Using reasonable skill and care- to provide the Services and to check that use of any digital content provided via the Ieso Platform does not cause any damage to your device (or other digital content) (also see “Your Responsibilities” as to the types of devices, peripherals, software and web-browsers that are supported).
  • Continual improvement – we use empirical data to improve our service and outcomes for patients.
  • Accessibility - Ieso is committed to providing a website that will become accessible to the widest possible audience, regardless of technology or ability. We are actively working to increase the accessibility and usability of our website and in doing so adhere to many of the available standards and guidelines.

General information about Us

Ieso Digital Health (UK) Limited is a limited company, registered in England. Our registered company number is 10291122, and our registered office is at: The Jeffreys Building, Cowley Road, Cambridge, CB4 0DS.

Our VAT registration number is 247 9689 39.

We are registered with the Information Commissioner’s Office with Registration Number ZA239229.  

As it is our policy continually to review and update our Services, we reserve the right to make changes to the Services, and/or to these terms from time to time.

These terms and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.

These terms shall be governed by English law, except that if you live in Wales, Scotland or Northern Ireland there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.

Contacting Us

Please submit any questions you have about these terms or any complaint or concern in relation to any Service by email to info@iesohealth.com, by freephone to 0800 0745560 (during normal UK office hours) for general enquiries, technical or administrative support or write to us at Ieso Digital Health (UK) Limited, The Jeffreys Building, Cowley Road, Cambridge, CB4 0DS.