Terms and Conditions
ORO Mental Health – Terms and Conditions
Last Updated: Feb 2025
1. Privacy Policy
ORO Mental Health is committed to safeguarding your privacy when handling personal information. Our Privacy Policy explains your rights and outlines how ORO Mental Health collects, uses, and protects your data. For more information, please refer to our comprehensive Privacy Policy.
2. Service User Responsibilities Before Attending an Appointment
By scheduling an appointment with ORO Mental Health, you agree to:
- Complete a Patient Registration Form before your scheduled appointment. Failure to return the form in full and on time may result in delay or cancellation.
- Provide relevant insurer information, including membership number and authorization codes, if requesting ORO Mental Health to claim on your behalf. Omissions may result in the patient being liable for direct payment.
- Complete and return all forms sent by ORO Mental Health before your appointment.
- Adhere to the payment and cancellation policies outlined in Section 3.
3. ORO Mental Health Services, Fees, and Cancellation Policy
3.1 Payment Terms
All services provided by ORO Mental Health are chargeable. Payment must be made in full on or before the day of the appointment. Unpaid balances beyond 30 days without an agreed repayment plan may be forwarded to a collection agency.
3.2 Automatic Payment Collection Service
- A minimum deposit of 50% is required for initial consultations, or full payment if the appointment is within 48 hours.
- The remaining balance will be automatically processed through our secure payment system (Square) on or after the day of the appointment.
- Patients can opt out of automatic payments by written request.
3.3 Bank Transfers
Patients choosing to pay by bank transfer must make payment in full in advance for both initial and follow-up appointments.
3.4 Insurance Cover
- ORO Mental Health will claim directly from approved insurers if complete insurance details are submitted prior to the appointment.
- Patients are responsible for excesses, session caps, and any uncovered amounts.
- Patients must ensure their insurance information is current and accurate.
4. Cancellation Policy
- Cancellations must be made at least 48 hours before the appointment to avoid charges.
- Appointments booked within 48 hours are not eligible for refunds.
- Cancellations made with less than 48 hours' notice will be charged at 100% of the appointment fee.
4.1 Late Policy
- Patients more than 5 minutes late may be required to wait or reschedule.
- Patients more than 10 minutes late may be deemed a “Failure to Attend” and be charged in full.
4.2 Failure to Attend
- Missed appointments will not be refunded.
- Future bookings must be paid in full in advance.
5. Refunds
Refunds (if applicable) will be returned to the original payment card. It may take up to 10 working days for the transaction to appear. ORO Mental Health is not responsible for delays caused by banks or card processors.
6. COVID-19 – Virtual Appointments
All consultations are currently conducted via video call (Skype, Zoom, etc.). Patients are responsible for joining the session at the scheduled time.
7. Prescribing and Prescriptions
- There is no guarantee of receiving a prescription.
- Prescriptions are issued only during formal clinical appointments.
- Requests for prescriptions outside of appointments require separate payment and may require a new consultation.
7.1 Controlled Medication
- Sent to a nominated pharmacy only (not residential addresses).
- Delivered via Royal Mail; delays are outside of our control.
7.2 Non-Controlled Medication
- Sent to the nominated pharmacy; some may accept prescriptions via email/post.
7.3 Pharmacy Charges
- Medication costs are charged by the pharmacy directly. ORO Mental Health has no control over or liability for pharmacy pricing.
8. Assessment Letters
- An assessment letter will be provided within three weeks of the initial assessment.
- Additional reports, letters, or documentation will incur an extra fee.
9. Declaration
By booking an appointment with ORO Mental Health, patients confirm:
- The information provided is accurate.
- Completion of a Patient Registration Form is required.
- Practitioners are independently liable for their clinical care.
- ORO Mental Health may contact them for care-related purposes.
10. Zero Tolerance Policy
We operate a zero-tolerance policy. Unacceptable behaviours include:
- Verbal or physical abuse or stalking
- Swearing or threatening behaviour
- Intoxication
- Inappropriate advances towards staff
Violations may result in appointment termination and police involvement.
11. Personal Data and Data Retention
- We collect and process personal and sensitive data as part of our clinical duty of care.
- ORO Mental Health does not store card details directly.
- Data is kept for at least 8 years following last contact (until age 25 for minors).
- In emergencies or safeguarding situations, we are legally obligated to contact the patient’s GP.
12. Continuity of Care and Clinical Engagement
If more than 30 days have passed since your last appointment and no follow-up has been arranged, you may have been automatically discharged and placed on our waiting list. This policy supports safe and effective treatment, and aligns with Care Quality Commission (CQC) guidance on maintaining continuity of care. Re-entry to the service may require a full reassessment.
We prioritise communication with individuals currently under active treatment. ORO Mental Health holds no liability for delayed or non-response to emails or messages from individuals not under an active care plan.
Contacting ORO Mental Health does not establish a therapeutic relationship unless confirmed as an active patient. We reserve the right not to respond to messages that fall outside our current duty of care.
13. Emergency and Crisis Policy
ORO Mental Health does not offer emergency services. We are not liable for delays in response or crisis support for individuals not in active treatment. If you are in crisis or urgent need of support, please contact:
- NHS 111
- Samaritans – 116 123 (24/7 freephone)
- Mind – 0300 123 3393
- SHOUT – Text ‘SHOUT’ to 85258 (24/7 text)
- 999 or A&E in case of emergency
14. Force Majeure
ORO Mental Health shall not be liable for failures resulting from force majeure events such as war, strikes, power failure, pandemics, or government actions.
Correspondence Address: 2 Harley Street, London, W1G 9PA
ORO Mental Health is a trading name of Healthchoices Global, operating globally and specialising in mental health services.
For the latest updates, please visit: www.oromentalhealth.com