Terms of Service
Terms of Service – Health Choices Global Limited Trading as ORO Mental Health
Last Updated: Feb 2025
1. Protecting Your Privacy
Health Choices Global Limited, trading as ORO Mental Health ("us", "we", or "our"), is committed to safeguarding your privacy and complying with applicable data protection legislation. This policy explains your rights and how we collect, use, store, and protect your information. For full details, please see our Privacy Policy. For any specific data-related queries, please contact us via our website.
2. Service User Responsibilities Before Attending an Appointment
By scheduling an appointment with Health Choices Global Limited, trading as ORO Mental Health, you explicitly agree to the following:
- Complete a Patient Registration Form in full and return it before your appointment. Failure to do so may result in delays or cancellation.
- Provide insurance details (membership number and authorisation codes) if you want us to bill your insurer. If incomplete or invalid, the patient will be liable for the full payment.
- Complete and return all other appointment-related documentation in advance of your consultation.
- Adhere to all payment and cancellation terms outlined in this document.
All fees are transparently listed on our website.
3. Services, Fees, and Cancellation Policy
3.1 Payment Terms
All services are chargeable. Full payment must be made by the patient on or before the appointment day. Any outstanding balance not settled within 30 days without prior agreement may be forwarded to a collection agency.
3.2 Paying by Card and Automatic Payment Collection
- A deposit of 50% is required for all initial bookings. Full payment may be required for appointments booked within 48 hours.
- All payments are securely processed via Stripe after each appointment. Patients can opt out of automatic billing by informing us before their appointment.
3.3 Bank Transfer Payments
Patients paying by bank transfer must complete full payment in advance to confirm any booking.
3.4 Insurance Coverage
- Where insurer coverage is applicable, ORO Mental Health will submit claims on the patient’s behalf. Patients must submit valid insurance details before the appointment.
- Patients are liable for all policy excesses and must ensure their policy is active and session-authorised.
- Patients must track session limits and shortfalls, which will be charged to them directly if the insurer does not pay.
4. Cancellation Policy
- Appointments cancelled with fewer than 48 hours’ notice are fully chargeable.
- Appointments made within 48 hours are non-refundable.
4.1 Late Policy
- If a patient arrives more than 5 minutes late without prior notice, they may be required to wait or reschedule.
- Patients arriving more than 10 minutes late may be marked as a no-show and will not be eligible for a refund.
4.2 Failure to Attend
- Missed appointments are charged in full.
- Future appointments must be paid for in full at the time of booking.
5. Refund Policy
Refunds, where applicable, are issued to the original card used and may take up to 10 working days to appear. We are not responsible for delays caused by your card provider or bank.
6. COVID-19 and Virtual Appointments
All consultations are currently held via video call (e.g., Zoom, Skype). Patients must confirm their preferred platform and be online at the scheduled time.
7. Prescribing and Prescriptions
- A prescription is never guaranteed and is subject to the psychiatrist's clinical judgment.
- Repeat prescriptions requested outside of scheduled consultations incur an additional charge and may require reassessment.
- No prescriptions or clinic letters are issued for appointments under 25 minutes.
7.1 Controlled Medication
Controlled drug prescriptions are sent to a pharmacy of the patient’s choice. Prescriptions are issued via Royal Mail recorded delivery. ORO Mental Health is not liable for delays or failures in postal delivery or pharmacy acceptance.
7.2 Non-Controlled Medication
Non-controlled prescriptions are sent by Royal Mail or electronically, depending on the recipient pharmacy’s policies.
7.3 Pharmacy Charges
Pharmacy pricing is determined independently. Patients are responsible for all medication costs.
8. Assessment Letters
- A detailed clinical letter is issued within 3 weeks of an initial assessment.
- Follow-up appointment letters may not be issued unless clinically indicated.
- Additional documentation or reports requested will incur additional fees.
9. Declaration
By proceeding with an appointment, the patient declares that:
- All information submitted is true and complete to the best of their knowledge.
- They accept that care is delivered under the direct liability of the practitioner.
- They understand no treatment or prescription is guaranteed.
- They consent to be contacted by ORO Mental Health about their care and appointments.
10. Zero Tolerance Policy
ORO Mental Health enforces a strict zero-tolerance policy. The following behaviours are grounds for service termination:
- Swearing or verbal abuse
- Threatening or violent conduct
- Intoxication or substance use
- Sexual or inappropriate advances toward staff
We reserve the right to contact law enforcement where necessary.
11. Personal Data and Confidentiality
We collect and retain your data for clinical and legal purposes.
- Card data is never stored by us directly; it is handled securely via Stripe.
- Clinical records are retained for at least 8 years (or until the 25th birthday for minors).
- We do not share data with third parties for marketing purposes.
- In emergencies or safeguarding incidents, we are obligated to share relevant data with your GP or other services.
12. Continuity of Care and Clinical Engagement Policy
If more than 30 days have elapsed since your last appointment and you have not booked a follow-up, you may be automatically discharged and placed on a waiting list. This policy supports clinical safety and complies with Care Quality Commission (CQC) guidance.
Re-entry into the service may require a full reassessment.
Only patients actively undergoing treatment are prioritised. We are not liable for non-response to messages or requests from individuals not under current care.
Contacting us via email or online form does not create a duty of care or imply that you are under active treatment. We are not responsible for actions or delays resulting from individuals assuming they are covered by our service without current clinical engagement.
13. Emergency and Crisis Disclaimer
ORO Mental Health does not offer emergency or urgent mental health care.
If you are in crisis, please contact:
- NHS 111
- Samaritans – 116 123
- Mind – 0300 123 3393
- SHOUT – Text 'SHOUT' to 85258
- 999 or attend your nearest A&E for emergency care
We hold no liability for harm resulting from failure to act in a crisis when not under our care.
14. Force Majeure
Neither party shall be liable for delay or failure in fulfilling obligations if caused by unforeseen circumstances beyond control, including:
- Natural disasters
- War or conflict
- Civil unrest
- IT or communications failure
- Government restrictions
- Public health emergencies
The affected party must take reasonable steps to mitigate impact and notify the other party without undue delay.
15. Company and Contact Details
Health Choices Global Limited is a company registered in England and Wales (Company Number: 10941962), trading as ORO Mental Health.
Registered Office: 2 Harley Street, London, W1G 9PA
Website: www.oromentalhealth.com
This Terms of Service is legally binding and effective from the above date. Continued use of our services indicates acceptance of these terms.