Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of the tinnitus video therapy services provided by Tinnitus Talking Therapies ("we", "our", "us", or the "Service"). By accessing our website, booking appointments, or using our services, you agree to be bound by these Terms.

Please read these Terms carefully before using our services. If you do not agree to these Terms, you should not use our services.

2. Definitions

• "Patient" or "You" refers to the individual receiving tinnitus therapy services from us.
• "Services" refers to the tinnitus video therapy, consultations, hearing tests, assessments, and related healthcare services we provide.
• "Patient Portal" refers to the secure online portal accessible through our website where patients can access their information.
• "Appointment" refers to a scheduled therapy session or consultation.
• "Agreement" refers to the contract formed between you and Tinnitus Talking Therapies when you book and confirm an appointment.

3. Services Provided

3.1 Nature of Services

We provide specialist tinnitus therapy services delivered via video consultation, including but not limited to:

• Initial tinnitus assessments and consultations
• Hearing tests and audiological evaluations
• Tinnitus therapy and management programmes
• Follow-up consultations and progress reviews
• Access to therapeutic resources and materials

3.2 Service Limitations

Our services are designed to help manage tinnitus symptoms and improve quality of life. While we aim to provide the highest quality care, we cannot guarantee specific outcomes or the elimination of tinnitus symptoms. Individual results may vary.

3.3 Professional Standards

All services are provided in accordance with relevant professional standards, codes of conduct, and UK healthcare regulations applicable to our profession.

4. Eligibility and Patient Responsibilities

4.1 Eligibility

To use our services, you must:

• Be at least 18 years old, or have parental/guardian consent if under 18
• Provide accurate and complete information during registration and assessment
• Have access to suitable technology for video consultations (stable internet connection, webcam, microphone)

4.2 Patient Responsibilities

You agree to:

• Provide accurate medical history and health information
• Inform us of any changes to your health status or contact details
• Attend appointments on time or provide appropriate notice of cancellation
• Follow treatment recommendations and complete any prescribed exercises or activities
• Maintain the confidentiality of your patient portal login credentials
• Ensure a private, quiet environment for video consultations
• Inform us if you are receiving treatment from other healthcare providers for the same condition

5. Booking and Appointments

5.1 Booking Process

Appointments can be booked through our website, by telephone, or by email. All appointments are subject to availability and confirmation by us.

5.2 Appointment Confirmation

Once an appointment is booked, you will receive confirmation via email containing the date, time, and joining instructions for your video consultation.

5.3 Rescheduling

If you need to reschedule an appointment, please contact us as soon as possible. We will endeavour to offer an alternative appointment time subject to availability.

5.4 Late Attendance

If you are late for an appointment, we will attempt to accommodate you for the remaining time. However, if you are more than 15 minutes late, we reserve the right to cancel the appointment, and this may be treated as a late cancellation subject to our cancellation policy.

6. Cancellation Policy

6.2 No-Show Policy

If you fail to attend a scheduled appointment without prior notice (a "no-show"), you will be charged the full appointment fee. Repeated no-shows may result in termination of services.

6.3 How to Cancel

To cancel an appointment, please contact us via:

• Email: info@tinnitustalkingtherapies.co.uk
• Telephone: +44(0)7512 256 038
• Through your patient portal

6.4 Cancellation by Us

We reserve the right to cancel or reschedule appointments due to illness, emergency, technical difficulties, or other unforeseen circumstances. In such cases, we will provide as much notice as possible and will not charge any cancellation fees. We will offer alternative appointment times at your convenience.

7. Fees and Payment Terms

7.1 Service Fees

Our fees for services will be communicated to you prior to booking. Fees are subject to change, but any changes will not affect appointments already booked at the time of the change.

7.2 Payment Terms

7.3 Late Payment

If payment is not received within 7 days of the invoice date:

• We may suspend access to services until payment is received
• Late payment fees may be applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998
• We reserve the right to pursue outstanding debts through appropriate legal means

7.4 Disputed Invoices

If you dispute any charges on an invoice, please contact us within 7 days of receiving the invoice. You must still pay any undisputed portion of the invoice within the 7-day payment period.

7.5 Insurance and Third-Party Payment

If your treatment is being paid for by insurance or a third party, you remain ultimately responsible for ensuring payment is made. If the third party fails to pay, you will be liable for the outstanding amount.

8. Patient Portal and Website Use

8.1 Account Security

You are responsible for maintaining the confidentiality of your patient portal login credentials. You must notify us immediately of any unauthorised access to your account.

8.2 Acceptable Use

You agree not to:

• Use the website or patient portal for any unlawful purpose
• Attempt to gain unauthorised access to any part of the website or systems
• Introduce viruses, malware, or other malicious code
• Attempt to interfere with the proper functioning of the website
• Share your login credentials with others
• Use automated systems to access the website without our permission

8.3 Website Availability

While we strive to ensure the website and patient portal are available at all times, we do not guarantee uninterrupted access. We may suspend access for maintenance, updates, or due to circumstances beyond our control.

9. Confidentiality and Data Protection

We are committed to protecting your privacy and personal data. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which should be read in conjunction with these Terms.

By using our services, you consent to the collection and processing of your personal data as described in our Privacy Policy.

All patient information is treated as confidential and will only be disclosed in accordance with applicable laws and professional obligations.

10. Medical Disclaimer and Limitations

10.1 Not Emergency Services

10.2 Professional Advice

The information and advice provided during consultations are for therapeutic purposes related to tinnitus management. You should continue to see your GP or other healthcare professionals for general medical concerns.

10.3 Suitability of Services

We reserve the right to determine whether our services are suitable for your needs. If we believe alternative or additional medical intervention is required, we will advise you to seek appropriate care from your GP or specialist.

10.4 Technical Requirements

Video consultations require adequate internet connectivity and compatible devices. We are not responsible for technical issues on your end that prevent or disrupt consultations, though we will endeavour to reschedule where possible.

11. Intellectual Property

11.1 Ownership

All content on our website, including text, graphics, logos, images, audio clips, and software, is the property of Tinnitus Talking Therapies or its licensors and is protected by UK and international copyright laws.

11.2 Therapeutic Materials

Any therapeutic materials, exercises, or resources provided to you during treatment are for your personal use only. You may not reproduce, distribute, or share these materials without our written permission.

11.3 Permitted Use

You may access and use our website and materials solely for the purpose of receiving our services. Any other use requires our prior written consent.

12. Liability and Indemnity

12.1 Limitation of Liability

To the fullest extent permitted by law:

• We provide our services with reasonable skill and care
• We do not exclude liability for death or personal injury caused by our negligence
• We do not exclude liability for fraud or fraudulent misrepresentation
• We are not liable for any indirect, consequential, or special losses
• Our total liability to you shall not exceed the total fees paid by you for services in the 12 months preceding the claim

12.2 Professional Indemnity

We maintain appropriate professional indemnity insurance as required by our professional obligations.

12.3 Your Indemnity

You agree to indemnify us against any claims, damages, or expenses arising from your breach of these Terms or misuse of our services.

13. Termination

13.1 Termination by You

You may terminate your relationship with us at any time by providing written notice. You remain liable for any outstanding fees for services already provided.

13.2 Termination by Us

We may terminate our services to you if:

• You breach these Terms and fail to remedy the breach within 14 days of written notice
• You fail to pay invoices within the specified payment terms
• You engage in abusive, threatening, or inappropriate behaviour towards our staff
• We determine that we can no longer provide appropriate care for your needs
• Continued service would violate our professional or legal obligations

13.3 Effect of Termination

Upon termination:

• You must pay all outstanding fees
• We will provide you with copies of your records upon request
• We may provide information about alternative service providers if appropriate
• Your access to the patient portal will be suspended

14. Complaints and Dispute Resolution

14.1 Complaints Procedure

If you are unhappy with any aspect of our service, please contact us as soon as possible. We have a formal complaints procedure and will endeavour to resolve any issues promptly and fairly.

14.2 Contact for Complaints

14.3 Escalation

If we are unable to resolve your complaint to your satisfaction, you may have the right to refer the matter to the relevant professional body or regulatory authority overseeing our profession.

14.4 Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. General Provisions

15.1 Changes to Terms

We reserve the right to modify these Terms at any time. Changes will be posted on our website with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the modified Terms. For material changes affecting your rights, we will provide reasonable notice.

15.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

15.3 Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

15.4 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Tinnitus Talking Therapies regarding the use of our services.

15.5 Assignment

You may not transfer or assign your rights or obligations under these Terms without our written consent. We may assign our rights and obligations to a successor organisation.

15.6 Force Majeure

We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, pandemic, government restrictions, or telecommunications failures.

15.7 Third-Party Rights

These Terms are between you and Tinnitus Talking Therapies. No third party has any right to enforce any provision of these Terms.

16. Contact Information

If you have any questions about these Terms and Conditions, please contact us: