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Terms and conditions for non-NHS patients

Terms that apply when using the Services These terms were last updated on 11/11/2020

Do you need extra help? If you would like these terms in another format (for example: audio or large print) please contact us by freephone to 0800 0745560 (during normal UK office hours).

About these terms These are the terms for the supply of Cognitive Behavioural Therapy services provided online (the Services) through https://my.iesohealth.uk (or such other websites we may make available to you for providing the Services)(Site).

The Site and the Services are provided by Ieso Digital Health (UK) Limited (ieso, we, us and our). Your use of the Services offered on the Site is subject to these terms and by using the Services you agree to be bound by them.

Who do these terms apply to? As explained below (See “Introduction”), these terms apply to individuals who have access to the Services as a result of an agreement that we have with a third party organisation, such as your employer or a private health provider.

These terms do not apply to patients receiving Services through the NHS.


The Services offered to you on the Site are provided under a contract between ieso and a Payer. The Payer is typically an employer or private healthcare provider that has entered into a contract with ieso to provide the Services to their employees or patients. Our contract with the Payer lays out many detailed criteria about our responsibilities to you. (See “Our Responsibilities” below).

The Services are provided to you free of charge on the condition that you continue to meet the suitability and eligibility criteria and have your own device, software and internet connection to access the Services. If you do not, you may incur costs in providing those things in order to access the Services (see “Your Responsibilities”).

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. On these occasions we will seek to discuss this directly with you, but if necessary we may need to disclose information to your G.P. 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. The Services are not suitable for everyone and we need to determine your suitability by carrying out a clinical assessment.

Your eligibility is usually determined by your relationship to the Payer, such as by being an employee of the Payer or having a healthcare policy with the Payer.

We have full and sole responsibility to decide whether you are suitable and eligible to receive the Services and to take as much time as we reasonably need to do so.

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”).

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 other alternatives that may be available. Those options may include advising you to self-refer to other providers offered by the Payer (if any) 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 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 those sessions, the Site provides you with functionality to exchange “live” text messages via the Site with your allocated therapist. After your sessions, the Site 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 Site or the Services to anyone else.

Please bear in mind that we do not provide a crisis or emergency service. In an emergency, call 111 - if you urgently need medical help or advice but it is not a life threatening situation, call 999 - if you or anyone else is in immediate danger or harm, call the Samaritans 24 hours a day on 116 123.

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. 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 and messages.

Following commencement of treatment, we may at our sole discretion withdraw the Services from you. 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 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 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 to us is governed by our Privacy Notices.

We recognise the particular sensitivity of our Site 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 site; how to ask us questions; and specific information for young people using the service.

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;
  • 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;
  • keep your device’s software up-to-date and compatible with the Site. 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 Site from time to time and reserve the right to make changes. At the date these terms were published on the Site, the compatible web-browsers are the latest versions of:
  • Microsoft Edge
  • Mozilla Firefox
  • Google Chrome
  • Apple Safari (MacOS)
  • Apple Safari (iOS)
  • Opera;
  • keep your account details private and confidential;
  • use the Services and Site only for your own benefit and not for any other person’s benefit;
  • use the Services only for their intended purpose and in accordance with any user instructions that we provide.

Our responsibilities

ieso are responsible for providing the Site and delivering the Services in accordance with our contract with the Payer, clinical good practice and applicable laws and regulations.

In particular, our responsibilities include:

  • Suitability of care – we will assess and monitor your suitability for our services during treatment and discuss with you alternatives that may be available if our services are 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 try to correct any problems as they arise. Whilst protecting your privacy in accordance with our Privacy Notices, we accurately and honestly report on our performance to the Payer.
  • 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 Site and Service – our aim is to provide a service available at a time agreed with you or within a reasonable time and having the functionality and complying with the standards set out in these terms. We cannot guarantee the Site 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 Site does not cause any damage to your device (or other digital content) (also see “Your Responsibilities” as to the types of devices, software and web-browser that are supported).
  • Continual improvement – we use empirical data to improve our service and outcomes for patients.

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, UK, CB4 0DS.

Our VAT registration number is 247 9689 39.

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, The Jeffreys Building, Cowley Road, Cambridge, CB4 0DS.