Happy Clinic Terms And Conditions

Last updated: [07 June 2026]

1. Overview

Happy Clinic (“Happy Clinic”, “we”, “us” or “our”) is a tele-psychiatry service operated by Foress Media Ltd, a company registered in England and Wales under company number 09567845, with its registered office at 20-22 Wenlock Road, London, N1 7GU. Foress Media Ltd is registered with the Information Commissioner’s Office (ICO) under registration number ZA298624.

Happy Clinic operates an online psychiatry service delivered exclusively by secure video consultation through the website www.happyclinic.co.uk (the “website”) and our branded patient portal, electronic medical record and booking system (together with the website, the “Platform”). Happy Clinic is the data controller for your clinical records and is responsible for the services delivered to you. Details of the third-party providers we use to host and operate the Platform are set out in our Privacy Policy.

When you use Happy Clinic you are commissioning the services of a consultant psychiatrist or other registered healthcare professional (the “Clinician”) who is independently regulated and on the relevant Specialist Register held by the General Medical Council (“GMC”) or the equivalent UK professional register.

Happy Clinic is registered with and regulated by the Care Quality Commission (“CQC”), the independent regulator of health and adult social care in England, under provider ID 1-4409769368.

By creating an account, booking an appointment or otherwise using the Platform, you confirm that you have read, understood and accepted these Terms and Conditions in full, together with any other policies and notices we publish on the website from time to time (collectively, the “Terms”). If you do not accept these Terms, you must not use Happy Clinic.

2. Services we provide

Happy Clinic provides private psychiatric services for adults aged 18 and over, delivered by video consultation only. Our services currently include:

• Adult ADHD assessment, diagnosis, medication titration and ongoing review.

• Adult autism (ASD) diagnostic assessment.

• General adult psychiatry, including assessment and treatment of conditions such as depression, anxiety disorders, bipolar disorder, OCD and PTSD.

• Issuing of private prescriptions, where clinically appropriate.

• Production of clinical letters and assessment reports for you and, with your consent, for your NHS or private GP

Some conditions, presentations and risk profiles are not appropriate for online video consultation. Examples include acute crisis presentations, active suicidality, acute psychosis, complex eating disorders requiring physical monitoring, and patients requiring face-to-face physical examination. If at any time a Clinician considers that your needs cannot be met safely through our service, they will tell you and signpost you to a more appropriate service. Happy Clinic does not provide an emergency or crisis service of any kind — see Section 22 (Notices and medical disclaimers).

We do not currently assess or treat children or young people under the age of 18.

3. What we need from you

To use Happy Clinic safely, you agree that:

• You are aged 18 or over and have the legal capacity to enter into this contract on your own behalf.

• You are registered with an NHS GP in the United Kingdom (or, where applicable, a private GP in the UK) and you will provide their contact details when asked.

• All information you provide to us — including identity, medical history, current medication, alcohol and substance use, and history of treatment — is accurate, complete and up to date.

• You will tell us promptly if any information you have previously given becomes inaccurate or changes (for example, your address, GP, contact details or medication).

• You will follow any clinical instructions given to you by your Clinician, including instructions about medication, dosage, monitoring, blood pressure or pulse recording, and follow-up appointments.

• You will keep any prescribed medication secure and out of the reach of children and others, and you will not share, sell or otherwise pass on any medication prescribed to you.

• You will tell us as soon as reasonably possible if you experience any side effects or any adverse, unexpected or concerning effects of treatment, or if you develop any new health condition, become pregnant, or start any new medication (whether prescribed by us, your GP or anyone else), as these may affect the safety of your treatment.

• You will notify us promptly if you experience a significant deterioration in your mental health, develop thoughts of suicide or self-harm, require urgent psychiatric treatment, are admitted to hospital, or come under the care of a crisis team, as this may affect the suitability and safety of your ongoing treatment with us.

• You will not amend, alter, tamper with or misrepresent any prescription, letter, report or other document we issue to you.

• You will treat our Clinicians and administrative team with courtesy. Abusive, threatening or discriminatory behaviour will not be tolerated and may result in immediate discharge from the service.

4. How our services are regulated

Happy Clinic is regulated by the CQC in England under provider ID 1-4409769368.

All Clinicians providing services through Happy Clinic are:

• Registered with the GMC (or, where applicable, the Nursing and Midwifery Council, the Health and Care Professions Council or another relevant UK regulator) and hold a current licence to practise;

• On the Specialist Register in their field where required;

• Covered by appropriate professional indemnity insurance; and

• Subject to annual appraisal and revalidation in line with their regulator’s requirements.

Our services are provided from the United Kingdom, under UK law, and are intended only for patients who are ordinarily resident in the United Kingdom. You must be physically located in the United Kingdom at the time of each consultation. We do not provide assessment, treatment or prescribing services to patients who are resident or located outside the UK, and we may decline or discontinue services, or withhold a prescription, where this requirement is not met.

5. Accessing our services

Our services are accessed remotely over the internet through the Platform. The Platform — including booking, secure messaging, your patient record and document delivery — is supplied to Happy Clinic by specialist third-party software providers, but is operated under the Happy Clinic brand. You contract with Happy Clinic for the clinical service; the security and acceptable-use standards of our underlying providers also apply, and where there is any conflict between those and these Terms, these Terms prevail in respect of the clinical services we provide to you.

To use Happy Clinic you will need:

• A device with a working camera, microphone and speaker (or headphones);

• A modern, up-to-date web browser (Chrome, Edge, Safari or Firefox);

• A stable internet connection suitable for video consultation; and

• A private, quiet space in which you can speak openly to your Clinician without being overheard or interrupted.

Ahead of your appointment we will send a secure link to join your video consultation to the email address registered on your account. Clicking the link at the time of your appointment opens a secure encrypted video consultation room in your browser, where you will wait in a virtual waiting room until your Clinician is ready to admit you. Background blur and noise reduction are available within the video room, and no software needs to be installed. It is your responsibility to keep your registered email address up to date and to be able to access it at the time of your appointment; please check your spam or junk folder if the link does not appear in your inbox.

You are responsible for the security of your account. Your login details (if any) are personal to you and must not be shared. You must tell us as soon as you become aware of any unauthorised access to your account. We will treat all activity carried out under your login as authorised by you unless and until you tell us otherwise.

We will make reasonable efforts to keep the Platform available, but we do not guarantee that it will be uninterrupted, error-free or secure at all times. We may suspend, withdraw or restrict all or part of the Platform for operational, security or regulatory reasons. Where reasonably possible we will give you advance notice of any planned interruption.

6. Booking and the cooling-off period

Appointments are normally booked online through the Happy Clinic patient portal at www.happyclinic.co.uk. Online booking is our preferred method and lets you choose from the available dates and times. You may also ask our administrative team to book on your behalf using the details in Section 30; however, where we book for you we cannot guarantee any particular date or time, and the appointment will be subject to availability. A booking is only confirmed when you receive written confirmation from us. Where you book through our administrative team, the invoice for the appointment must be paid in full before the consultation can commence.

6.1 New patients must book an Initial Assessment

If you have not previously been seen by a Clinician at Happy Clinic, you must book an Initial Assessment appointment. Follow-up appointments are only available to patients who have already completed an Initial Assessment with us and are under our ongoing care.

Where there is a gap of more than six months between appointments, you will normally need to book a new Initial Assessment (charged at the rate on our Fees page) before care or prescribing can resume, so that we can reassess you and prescribe safely. This does not apply to an ADHD annual review under an established shared-care arrangement.

If you book a follow-up appointment when you should have booked an Initial Assessment we may, at our discretion:

• Cancel the follow-up appointment and ask you to rebook as an Initial Assessment;

• Convert the appointment to an Initial Assessment, in which case the difference in fee will become payable before the appointment can proceed; or

• Where the Clinician is not able to safely conduct an Initial Assessment in the time booked, decline to see you on that occasion and treat the booking as a missed appointment under Section 8.3.

It is your responsibility to choose the correct appointment type when booking. If you are unsure which appointment is right for you, please contact our administrative team before booking.

6.2 Cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you usually have a statutory right to cancel an online consumer contract within 14 days of entering into it (the “Cooling-Off Period”), without having to give a reason.

Where you book an appointment that falls within 14 days of the date of booking, you expressly request that we begin providing the services immediately and you acknowledge that, by attending or partially attending the appointment, you will lose your right to cancel under the Cooling-Off Period in respect of the services that have been performed. Any services not yet performed at the point of cancellation will be refunded in line with Section 8 (Cancellation, late arrival and missed appointments).

To exercise the Cooling-Off Period for any services not yet performed, you must notify us in writing before the relevant appointment, using the contact details in Section 30.

7. Consultations and identity verification

Initial Assessments take place by video consultation through the Platform. Follow-up appointments are normally also conducted by video, but at the Clinician’s sole discretion a follow-up may be conducted by telephone — for example where a video connection is not feasible, where the patient has accessibility needs, or where a short medication review does not require a video link. Telephone follow-ups are only available to existing Happy Clinic patients whose identity has already been verified at a previous video consultation, and are not available for Initial Assessments. The Clinician may decline to convert any appointment to a telephone consultation if they consider that video is clinically necessary.

You will receive written confirmation of your appointment by email, which will include the date, time, duration and joining instructions. If you do not receive confirmation within 24 hours of booking (or, where shorter, within four hours of the intended appointment), please contact us.

Before any prescription can be issued you must satisfactorily verify your identity. At the start of your first appointment, and at any subsequent appointment where we consider it necessary, your Clinician will ask you to show one of the following forms of photographic identification:

• A current signed passport;

• A valid UK photo-card driving licence (full or provisional);

• A UK Home Office residence permit;

• An EU or Swiss national identity photo-card; or

• Another form of photographic identification accepted by us at our discretion.

If you are unable to verify your identity, we may withhold a prescription or other clinical documentation until verification is complete. Cancellation fees may still apply in line with Section 8.

7.1 Identity verification

As an online healthcare provider, Happy Clinic is required to take reasonable steps to verify the identity of patients using our services. Before your initial appointment, you will normally be asked to provide a valid form of photographic identification (such as a passport or driving licence) and proof of your current address.

We collect and process this information to ensure that we are providing care to the correct individual, to protect patient safety, prevent fraud, comply with our legal and regulatory obligations, and maintain the security and integrity of our services.

Any identification documents provided will be handled securely and confidentially in accordance with applicable data protection laws. We will retain such documents only for as long as is necessary to verify your identity and fulfil our legal, regulatory, and clinical obligations. Once they are no longer required, they will be securely deleted or disposed of in accordance with our data retention and disposal policies.

In some circumstances, if identification documents have not been submitted before your appointment, you may be asked to present photographic identification during the consultation. While an appointment may proceed without prior submission of identification documents, Happy Clinic reserves the right to withhold assessment reports, prescriptions, treatment recommendations, or other clinical documentation until your identity has been satisfactorily verified.

8. Cancellation, late arrival and missed appointments

8.1 Cancellation by you

We operate a 72-hour cancellation policy. The 72-hour notice period runs continuously, including weekends and bank holidays, and is measured against the scheduled start time of your appointment.

You may cancel or reschedule an appointment in any of the following ways:

• Through the patient portal (the most reliable method) — the system will generate an automatic confirmation. The date and time recorded by the Platform is treated as the time of cancellation.

• By email to cancellations@happyclinic.co.uk — the cancellation is effective from the time the email is received by us during our published office hours. Emails received outside office hours are treated as received at the start of the next working day.

The following charges apply:

• More than 72 hours’ notice before the scheduled appointment start time: full refund, or rescheduling at no charge.

• 72 hours or less before the scheduled appointment start time: the full fee for the appointment is payable and is non-refundable.

If you cancel through the patient portal and do not see an automatic confirmation on screen, or if you do not receive a confirmation email or message within a reasonable time, please contact us so that we can check that the cancellation has been received. We will not unreasonably refuse a refund where you can show that you took proper steps to cancel in time.

8.2 Late arrival

Please join your video consultation at the scheduled start time. The Clinician will normally wait for up to 15 minutes after the start time for an Initial Assessment, and up to 10 minutes for a follow-up appointment, before ending the appointment. The exact length of any wait is at the Clinician’s discretion and may be shorter where the Clinician has other patients to see.

If you have not joined within these times the appointment may be treated as a missed appointment and the full fee will remain payable. If you do join late and the Clinician decides, at their sole discretion, to continue, the appointment will still end at the originally scheduled finish time. We will not normally extend the appointment to make up lost time, although the Clinician may agree to do so where this is clinically appropriate and does not affect other patients.

If lateness means that an Initial Assessment cannot be completed in the time available, the Clinician may ask you to book (and pay for) a follow-up appointment in order to complete the assessment, diagnostic formulation and treatment plan. No refund of the original appointment fee will be due in these circumstances.

8.3 Missed appointments

If you do not attend a booked appointment, and have not cancelled in accordance with Section 8.1, the full appointment fee is payable and is non-refundable. Repeated non-attendance may result in your discharge from the service in accordance with our Patient Discharge Policy.

8.4 Cancellation or rescheduling by us

If we need to cancel or reschedule your appointment we will tell you as soon as reasonably possible and offer you an alternative appointment. If the alternative is not acceptable to you, we will refund the appointment fee in full. We will not be liable for any onward costs, losses or expenses arising from a cancellation or rescheduling by us, save where required by law.

9. Refunds and disrupted consultations

A “Disrupted Consultation” means an appointment that we determine, acting reasonably, has been materially disrupted by something within our control — for example a Platform failure on our side or the late arrival or non-attendance of the Clinician. Where a Disrupted Consultation occurs we will offer you a rebooked appointment at no additional cost or, at our discretion, a full or partial refund.

We will not generally provide a refund where:

• You attended the appointment but did not receive the outcome you wanted (for example, you did not receive a diagnosis, a prescription or a particular medication);

• You disagree with the clinical opinion or recommendations of the Clinician (a difference of clinical opinion does not, of itself, indicate a defective service);

• The appointment was disrupted by your own actions, your equipment, your internet connection or your environment;

• A pharmacy or NHS GP later declines to dispense or to continue prescribing the medication we have recommended; or

• The appointment finished earlier than the maximum scheduled time because no further clinical content needed to be covered.

Refund requests must be made in writing within 30 days of the relevant appointment, with full details of the issue raised. Nothing in this Section affects your statutory rights as a consumer under the Consumer Rights Act 2015.

10. Prescribing of medicines

Any prescription issued through Happy Clinic is a private prescription unless explicitly stated otherwise. You will pay the cost of the medication directly to your chosen pharmacy, which is set by the pharmacy and is independent of Happy Clinic’s fees.

Clinicians will only prescribe where, in their professional clinical judgement, it is in your best interests to do so. The decision to prescribe — and the choice of drug, dose, formulation and duration — rests at all times with the Clinician, applying GMC Good Practice in Prescribing and Managing Medicines and Devices guidance, NICE guidelines and Happy Clinic’s own prescribing policies. There is no guarantee that any prescription will be issued. Prescriptions may also be limited in duration and quantity at the Clinician’s discretion.

We will not normally issue a prescription where:

• Your identity has not been satisfactorily verified;

• You have not given consent for us to communicate with your NHS GP about your care (including the sharing of assessment outcomes, diagnoses and prescribing information), and the Clinician considers that, without that communication, it is not safe or appropriate to prescribe (see clause 10.1)

• We have asked for, but have not been provided with, a summary of your medical history from your GP or another reliable source, where the Clinician considers this is needed to prescribe safely;

• Any baseline physical health checks the Clinician considers necessary — such as blood pressure, pulse, weight, ECG or blood tests — have not been completed. These checks are particularly important before starting stimulant medication for ADHD and may be obtained through your GP, a private provider or, where available, our own arrangements;

• We have reasonable safeguarding concerns; or

• Prescribing would otherwise be unsafe, contrary to clinical guidance, or outside our prescribing policies.

You agree to read the patient information leaflet, the dispensing label and any written instructions given to you in full before taking any medication, and to contact us, your GP, a pharmacist or NHS 111 if anything is unclear.

10.1 Patients who decline GP communication

If you have the capacity to do so, you may choose not to allow the Clinician to communicate with your NHS GP. If you decline GP communication, the Clinician will record your decision and confirm that the associated risks have been explained to you. You acknowledge that communication with your GP is often an important part of providing safe and effective care and prescribing. If you choose not to permit such communication, the Clinician will consider whether it remains clinically appropriate and safe to provide assessment, treatment, or prescribing services based on the information available. In some cases, the Clinician may be unable to prescribe medication, continue treatment, or provide certain services without communication with your GP or another healthcare professional involved in your care.

You agree to inform any other healthcare professional involved in your care that you are receiving assessment and/or treatment from Happy Clinic, including details of any medication prescribed by the Clinician, so that the risk of harmful drug interactions, duplicate prescribing, contraindications, or other safety concerns can be minimised. You also agree to keep the Clinician informed of any medication, treatment, diagnosis, new medical condition, significant change in your health, hospital admission, or side effect that you experience during your care with Happy Clinic.

Nothing in this clause limits the Clinician’s professional responsibilities. Any decision to assess, treat, prescribe, continue prescribing, or withhold treatment will be made in accordance with the Clinician’s professional judgment, applicable clinical guidelines, and their assessment of what is safe and in your best interests.

11. Controlled drugs and ADHD stimulants

Many medicines used in the treatment of ADHD — including methylphenidate, lisdexamfetamine and dexamfetamine — are controlled drugs under the Misuse of Drugs Act 1971 and the Misuse of Drugs Regulations 2001. Prescribing of these medicines is tightly regulated, and additional rules apply.

In addition to the general prescribing rules in Section 10, you acknowledge and agree that:

• Schedule 2 and 3 controlled drug prescriptions are valid for 28 days from the date of issue and may only be dispensed in instalments where specifically authorised. Although the prescription may be transmitted electronically, the pharmacy must receive a signed paper copy before it can dispense; prescriptions are issued and delivered as set out in Section 13.2. We cannot guarantee that any individual pharmacy will hold stock or will agree to dispense.

• You will engage with all monitoring required by your Clinician, including physical health monitoring (blood pressure, pulse, weight), mood and side-effect monitoring, and any blood tests requested.

• You will attend all scheduled titration and review appointments. Failure to attend may result in the suspension or withdrawal of prescribing and discharge from the service in line with our Titration Engagement and Discharge Policy.

• Only one Clinician (and one service) may prescribe ADHD medication for you at any one time. You must tell us immediately if you are receiving, or apply to receive, ADHD medication or other controlled drugs from any other prescriber, including the NHS.

• You consent to us seeking information from your GP, pharmacy or other healthcare providers where this is necessary to verify your prescribing history, monitor safety, or investigate concerns about duplicate prescribing or misuse.

• Lost, stolen, damaged or “run out early” controlled drug prescriptions will not generally be replaced. Any request for an early or replacement prescription will be assessed on a case-by-case basis at the Clinician’s sole discretion and may require a police crime reference number, pharmacy confirmation or other evidence. An administrative and clinical review fee may apply.

• You must not drive or operate machinery while affected by any prescribed medication. You are responsible for complying with DVLA rules about driving and medical conditions, including ADHD.

• You must not share, sell or otherwise supply controlled drugs prescribed to you. Doing so is a criminal offence and will result in immediate discharge from the service and may be reported to the police and to your GP.

We reserve the right to refuse, suspend or withdraw prescribing of controlled drugs at any time where we have clinical or safeguarding concerns, where you are not engaging with monitoring, or where continued prescribing would not be safe or appropriate.

12. Shared care with your NHS GP

Where you require ongoing medication — for example, after successful ADHD titration and stabilisation — it is usually in your interest for prescribing to be transferred to your NHS GP under a shared-care arrangement. Your Clinician will consider and, where clinically appropriate, propose shared care to your NHS GP at the right point in your treatment. You are also welcome to ask us to consider shared care at any time, and your Clinician will assess whether it is clinically suitable. In every case, whether shared care proceeds also depends on your GP or their Integrated Care Board agreeing to it, which we cannot guarantee.

12.1 How shared care works

Where your Clinician considers your ongoing medication suitable for shared care — most commonly after ADHD titration is complete — and you wish to proceed, we will ask you to book a shared-care appointment. Following that appointment, and with your consent, the shared-care agreement will be sent to your NHS GP to propose the arrangement. We will normally do this once your dose has been stable and well-tolerated for a clinically appropriate period, typically a minimum of three months at an optimal dose, but the exact point at which we approach your GP is a matter for the Clinician’s judgement and may be earlier or later depending on the medicine, your response to treatment and any relevant local or national guidance in force at the time.

Booking a shared-care appointment: Shared care is arranged through a dedicated shared-care appointment, which you book in the same way as any other appointment. During this appointment your Clinician will review your treatment and prepare the shared-care proposal and supporting documentation for your NHS GP or their Integrated Care Board. The fee for this appointment is set out on our Fees page and is payable in advance in the usual way. It is separate from, and in addition to, your routine appointment and prescription administration fees. The fee covers the clinical and administrative work involved in preparing and making the shared-care request, and is payable whether or not your GP or their Integrated Care Board ultimately agrees to the arrangement.

If your GP (or their NHS Integrated Care Board) agrees to enter into a shared-care arrangement, the responsibilities are typically divided as follows:

• Happy Clinic remains responsible for diagnosis, treatment plan, specialist review (usually at least annually) and overall clinical oversight.

• Your NHS GP becomes responsible for issuing the ongoing repeat prescriptions on the NHS, undertaking agreed physical monitoring, and contacting Happy Clinic if any clinical concerns arise.

A shared-care arrangement only exists once your GP has expressly agreed in writing to take it on. Until that point, prescribing remains with Happy Clinic on a private basis.

12.2 If your GP declines shared care

Shared care is not mandatory and your GP, or their NHS Integrated Care Board (ICB), is entitled to decline. Reasons may include local commissioning policy, GP workload or clinical concerns. If shared care is declined:

• We will continue to prescribe for you privately for as long as it is clinically safe and appropriate to do so;

• You will be responsible for the cost of follow-up appointments, prescription administration fees and the medication itself; and

• We will normally write to your GP periodically to keep them informed and may, with your consent, ask them to reconsider shared care if local guidance changes.

You acknowledge that we cannot compel your GP or their ICB to enter into a shared-care arrangement, and that the cost of ongoing private prescribing can be significant. You should consider this carefully before starting treatment.

12.3 Transfer of care, discharge and re-referral

We may discharge you back to your GP, with appropriate handover, in circumstances including (but not limited to): completion of an episode of care; persistent non-engagement with appointments or monitoring; breach of these Terms; or where continued care under Happy Clinic is no longer clinically appropriate. Re-referral after discharge is at our discretion and may require a fresh assessment.

13. Delivery of prescriptions, letters and reports

Clinic letters and reports are normally delivered electronically through the secure Happy Clinic patient portal or by email to the address you have provided.

13.1 Electronic private prescriptions

Non-controlled private prescriptions are normally issued electronically through Signature Rx, the UK private electronic prescription service. You will receive a unique prescription token by email and/or SMS, which you should present at any participating UK pharmacy (most major chains and many independents). The pharmacist will dispense the medication on production of the token and verification of your date of birth, and you will pay the pharmacy directly for the medicine. You may also choose to have your medication dispensed and posted to you by Signature Pharmacy, in which case you will contact them directly and pay them directly for the medication and any delivery charges.

Signature Rx prescriptions are accepted at any legal UK pharmacy. Happy Clinic has no control over and is not responsible for the cost, stock-holding, opening hours, dispensing policies or service standards of any pharmacy. The dispensing pharmacy is an independent organisation; to the extent permitted by law we accept no responsibility for the acts or omissions of any pharmacy.

13.2 Controlled drug prescriptions

Schedule 2 and 3 controlled drugs (including most ADHD stimulants) may be generated and transmitted electronically through Signature Rx, but UK law requires the dispensing pharmacy to receive a signed paper prescription before it can dispense the medication. We will therefore also send a signed paper copy of the prescription to your nominated pharmacy. The medication cannot be dispensed on the electronic token alone.

Signed paper controlled drug prescriptions are sent to your nominated pharmacy by Royal Mail Special Delivery or recorded (signed-for) delivery, so that delivery can be tracked. A controlled drug prescription is valid for 28 days from the date stated on it.

13.3 Deemed delivery times

We will treat documents as delivered to you:

• When uploaded to the patient portal, on the date of upload;

• When sent by email, 24 hours after the system marks the message as sent (you should also check your spam and junk folders); and

• When sent by first class post, 48 hours after dispatch.

If you have not received a document within these timescales, you must contact us so we can investigate. Lost prescriptions, letters or reports may be re-issued at the Clinician’s discretion, subject to our then-current administration fee.

14. Electronic medical records (EMR)

When you register with Happy Clinic an electronic medical record is created in your name. It contains the information you provide, the records made by your Clinician, any documents we issue and any correspondence with third parties such as your GP.

Your EMR is hosted on our behalf by a specialist third-party clinic-management platform. Happy Clinic is the data controller of your EMR; the platform provider and our other software suppliers act as data processors on our behalf and host the Platform in accordance with the UK GDPR. Information about the categories of third parties we use, the safeguards in place and where your data is stored is set out in our Privacy Policy.

It is your responsibility to check that the information you give us during a consultation is correct. By booking an appointment you agree to disclose the relevant contents of your EMR to the Clinician conducting the consultation.

With your consent, we will share assessment reports and other relevant clinical information with third parties involved in your direct care, including:

• Your NHS or private GP

• Pharmacies, in order to issue, transmit or query a prescription on your behalf (the minimum information necessary will be shared — usually your name, date of birth, address, the prescription itself and any clinically relevant notes for the pharmacist);

• Laboratories, phlebotomy services and other diagnostic providers, in order to request blood tests, ECGs or other investigations that your Clinician considers necessary, and to receive the results back into your record. Test requests are normally sent electronically through our integrated UK laboratory network and the results returned directly to your record; the lab or phlebotomy provider will normally invoice you separately for the cost of the test;

• Any third-party referred to in our Privacy Policy who supports the delivery of your care.

We will not share your information beyond this purpose except where we have your explicit consent or where we have a legal obligation to do so (for example, in response to a court order or where there is a serious risk of harm to you or others).

You may request a copy of your EMR at any time by making a Subject Access Request to our Privacy Lead (see Section 21).

15. AI-Assisted Documentation of Consultations

To support safe and high-quality care, accurate clinical documentation and clinical governance, we may use AI-assisted documentation tools during your consultation.

This may include:

• The creation of an automated transcript of the consultation using an AI-assisted clinical scribe; and

• The generation of draft clinical notes, assessment reports and correspondence based on that transcript.

The current AI scribe provider used by the Practice is identified in our Privacy Policy.

Your Clinician will explain at the start of the appointment if an AI-assisted scribe is being used. You may decline its use, and doing so will not affect the care you receive. The transcript is used solely to support accurate clinical documentation and forms part of the process of delivering healthcare. The use of an AI-assisted scribe is subject to your consent. Further information about the lawful bases on which we process personal information is set out in our Privacy Policy.

Unless expressly agreed and separately notified to you, consultations are not routinely audio or video recorded. The use of an AI clinical scribe does not, of itself, mean that a permanent audio or video recording is retained.

Transcripts, clinical notes and correspondence generated from the consultation are stored securely within our clinical systems and are accessible only to authorised staff who require access for your care, clinical supervision, quality assurance, safeguarding, complaint investigation or other clinical governance purposes.

These records are retained in accordance with our Records Retention Schedule. For adult health records, this is normally a minimum of 8 years from your last contact with the service, in line with recognised guidance for adult health records, unless a longer retention period is required by law or professional guidance.

Information generated during consultations is never used for marketing purposes and is not used to train third-party artificial intelligence models.

16. Fees, payment and price changes

Our current fees are published on the Fees page of the website and form part of these Terms. Fees are payable in advance and an appointment will not normally proceed until cleared payment has been received. We accept payment by Visa and Mastercard debit and credit cards. We may also accept other payment methods supported by our payment provider from time to time. We do not currently accept payment by private medical insurance unless this is expressly agreed in writing in advance.

You authorise us to pre-authorise or charge any payment card you have registered on the Platform for any fees properly due, including appointment fees, prescription administration fees, late-cancellation fees and any agreed additional time. If a payment fails we may suspend services and withhold further appointments, prescriptions or documents until your account is brought up to date.

Unpaid balances become overdue seven days after we have notified you that payment is due. We reserve the right to charge interest on overdue amounts at 4% per annum above the Bank of England base rate from time to time, and to recover reasonable costs of collection, including court fees and legal costs.

We may change our fees at any time. Any change will be published on the Fees page and will apply to appointments booked after the date of the change. Appointments already booked at the previous price will be honoured at that price.

17. Circumstances beyond our control

We will not be responsible for any failure or delay in performing our obligations under these Terms where that failure or delay is caused by events outside our reasonable control, including (without limitation) natural disasters, severe weather, fire, flood, epidemic or pandemic, war, terrorism, civil unrest, industrial action, failure of utilities, internet or telecommunications outages, cyber-attack, sustained unavailability of any third-party software or hosting on which we rely, or the act or omission of any third party. Where this occurs we will tell you as soon as reasonably possible, take steps to minimise the impact and, where appropriate, reschedule or refund affected appointments.

18. Other limitations on our services

We cannot guarantee the availability of any particular Clinician at any particular time. Where your Clinician becomes unavailable — for example due to illness or leave — we will contact you as soon as possible to rearrange your appointment for the next available date. If we are unable to offer you a suitable alternative appointment, we will refund any fee you have paid for that appointment.

Each Clinician exercises independent professional judgement. Different Clinicians may reach different but equally reasonable clinical opinions about the same condition. The fact that another clinician (within or outside Happy Clinic) reaches a different conclusion does not, of itself, indicate a defective service.

Happy Clinic does not provide an emergency, urgent or crisis service, and we do not monitor patient communications between appointments. If you are in crisis or need urgent help, you must contact your GP, NHS 111, your local crisis team, or attend A&E. In a life-threatening emergency, call 999.

19. Liability

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence or the negligence of our staff or Clinicians;

• Fraud or fraudulent misrepresentation;

• Breach of your statutory rights as a consumer under the Consumer Rights Act 2015; or

• Any other liability which cannot lawfully be limited or excluded.

Subject to the above, our total aggregate liability to you under or in connection with these Terms (whether in contract, tort, breach of statutory duty or otherwise) is limited to the total fees paid by you to Happy Clinic in the 12 months preceding the event giving rise to the claim. We will not be liable for any indirect, consequential or purely economic loss, or for any loss of profits, opportunity, data or goodwill.

Clinicians provide services through Happy Clinic as independent practitioners regulated by the GMC (or equivalent). Each Clinician is individually responsible for the clinical advice they give and holds their own professional indemnity insurance.

20. Complaints, compliments and regulator escalation

We take all feedback seriously. If you are happy with your care please consider leaving a review through the patient portal or on an independent review platform; this helps us and other patients alike.

If you have a complaint about any aspect of our service, please raise it with us first so that we have the opportunity to put things right. You can contact us using the details in Section 30 or by writing to our Complaints Manager at complaints@happyclinic.co.uk.

We will:

• Acknowledge your complaint in writing within three working days;

• Investigate it thoroughly and fairly;

• Provide a substantive written response within 20 working days, or, where this is not possible, keep you informed of progress; and

• Apologise and take corrective action where we have got things wrong.

If you remain dissatisfied after we have responded, you have the right to escalate as follows:

• Concerns about a doctor’s professional conduct or fitness to practise can be raised with the General Medical Council (www.gmc-uk.org).

• Concerns about the regulation or quality of the service can be raised with the Care Quality Commission (www.cqc.org.uk). The CQC cannot resolve individual complaints but uses the information to inform its regulation.

• Data protection concerns can be raised with the Information Commissioner’s Office (www.ico.org.uk).

21. Use of your personal information

We process your personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable privacy legislation. Full details of what we collect, why, how long we keep it and your rights are set out in our Privacy Policy, which forms part of these Terms.

Our Privacy Lead can be contacted at privacy@happyclinic.co.uk.

You have the right to make a Subject Access Request, to ask us to correct inaccurate information, to ask us to delete information (subject to clinical retention obligations), and to complain to the Information Commissioner’s Office at any time. These rights, and how to exercise them, are set out in full in our Privacy Policy.

We treat your information as confidential. However, we may share information without your consent where this is necessary to protect you or another person from serious harm, or where we are required to do so by law.

22. Notices and medical disclaimers

Happy Clinic does not provide emergency or crisis services. If you, or someone you are concerned about, is in immediate danger or experiencing a mental health crisis, contact 999, NHS 111, the Samaritans (116 123), or attend your nearest A&E department.

General information published on the website (including blog posts, FAQs and condition pages) is provided for educational purposes only. It is not medical advice, is not a substitute for an individual clinical assessment, and should not be relied upon as such.

Happy Clinic makes no representation that any particular consultation will result in a diagnosis, prescription or specific outcome. Clinical opinions and treatment recommendations are the independent professional judgement of the Clinician.

Happy Clinic does not endorse any third-party product or service. Links to third-party websites are provided for convenience only and we accept no responsibility for their content.

23. Service reliability and warranties

We do not warrant that the Platform will meet your specific requirements, or that it will be uninterrupted, error-free, secure or free from viruses. You are responsible for ensuring that your own device, browser and security software are up to date and appropriate to access an online healthcare service. Where the Platform is unavailable for more than 30 consecutive days you may cancel any appointment you have booked and receive a full refund.

24. Intellectual property

All intellectual property rights in the Platform, the website, our branding, content, software and clinical templates are owned by Happy Clinic or our licensors. You are granted a personal, non-transferable, non-exclusive licence to use the Platform for the purpose of receiving the services. You may share clinical letters and reports we issue to you with your GP and other clinicians involved in your care. You may not otherwise copy, distribute, exploit commercially, reverse engineer or create derivative works from any part of the Platform without our express written permission.

25. No third-party rights

A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of them.

26. Changes to these terms

We may amend these Terms from time to time, for example to reflect changes in law, regulation, the services we offer or the way we operate. The current version will always be published on the website. Where the changes are material we will tell you in advance through the patient portal or by email. By continuing to use Happy Clinic after a change has taken effect you agree to the updated Terms.

27. Transfer, assignment and waiver

We may transfer our rights and obligations under these Terms to another organisation; if we do so we will tell you in writing and this will not affect your rights. Our services are personal to you and you may not transfer your rights or obligations under these Terms to anyone else without our written agreement.

If we delay in enforcing any of these Terms, that delay does not waive our right to enforce them later.

28. Governing law and jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any such dispute, save that, if you live in Scotland, you may bring proceedings in either the Scottish or the English courts, and if you live in Northern Ireland, you may bring proceedings in either the Northern Irish or the English courts.

29. Severability

If any provision of these Terms is held by a court of competent jurisdiction to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect.

30. Contact details

You can contact Happy Clinic in the following ways:

• Website: https://happyclinic.co.uk

• Email: support@happyclinic.co.uk

• Telephone: 0330 133 0855 (Enquiries: 5:00pm to 7:00pm, Monday to Friday)

• Postal address (Correspondence only): Happy Clinic, Business and Technology Centre, Bessemer Drive, Stevenage SG1 2DX

• Privacy Lead: privacy@happyclinic.co.uk

• Complaints Manager: complaints@happyclinic.co.uk

• Cancellations: cancellations@happyclinic.co.uk

Foress Media Ltd, operator of Happy Clinic. Registered in England and Wales, company number 09567845. Registered office: 20-22 Wenlock Road, London, N1 7GU. Registered with the Information Commissioner’s Office (ICO) under registration number ZA298624 in accordance with the Data Protection Act 2018 and UK GDPR. Registered with and regulated by the Care Quality Commission (CQC), provider ID 1-4409769368. © Foress Media Ltd. All rights reserved.