Terms and Conditions

NEUROVERIFY GROUP LIMITED

Terms and Conditions

Last updated: [DATE]   |   Version: [1.0]   |  Company number: 17288386   |   Registered office: 64 Willow Road, Yeovil, Somerset, BA21 3AW

1. Who We Are

NeuroVerify Group Limited ("NeuroVerify", "the Group", "we", "us", "our") is a company registered in England and Wales under company number 17288386, with its registered office at 64 Willow Road, Yeovil, Somerset, BA21 3AW. NeuroVerify operates the following trading divisions, each governed by these Terms and Conditions together with any service-specific terms referred to in Section 5:

• NeuroVerify Assessment — adult neurodevelopmental screening and assessment services (including ADHD, autism, and AuDHD pathways).
• NeuroNavigate — Specialist counselling support for young people aged 12–25.
• NeuroFrontline — Counselling support services for military, blue-light, and NHS frontline personnel.
• General Counselling — general counselling services provided directly by NeuroVerify.

References to "you" and "client" mean the individual, parent/guardian, or organisation engaging any NeuroVerify service. By booking, paying for, or attending any NeuroVerify service, you agree to be bound by these Terms and Conditions.

2. Nature of Our Services

2.1 Screening and assessment services

NeuroVerify provide structured psychometric screening and assessment using recognised tools (including but not limited to Brown EF/A Scales, D-REF Adult, BASC-3, BYI-2, Conners 4, PHQ-9, GAD-7, and bespoke screening measures). These services are designed to inform understanding of neurodevelopmental and psychological presentations and to support onward referral, self-understanding, or workplace/educational reasonable adjustments.

Our assessments are not a substitute for, and do not constitute, an NHS diagnostic pathway, a legal or forensic report, or emergency mental health care. Where a formal clinical diagnosis is required for statutory purposes (for example, medication titration, DVLA notification, or legal proceedings), we will advise you separately on whether our report is fit for that purpose and, where it is not, will signpost you accordingly.

2.2 Coaching and support services

Our post-assessment coaching, toolkits, and support programmes are developmental and educational in nature. They do not constitute medical treatment, or a substitute for clinical care, and are not a crisis or emergency service.

2.3 Counselling services

Where you engage us for general counselling, this is provided as a talking therapy in its own right, distinct from our assessment and coaching services. Counselling sessions are confidential in line with Section 8, and your counsellor will agree the therapeutic approach, session frequency, and any specific ground rules with you at the outset. Counselling is not a substitute for emergency mental health care, and if you are in crisis you should contact the services listed in Section 14.

3. General Information and Advice Disclaimer

Except where you have engaged us for a specific, individually contracted 1:1 assessment, clinical, or coaching service, any general information, guidance, toolkits, articles, webinars, group sessions, or course materials provided by NeuroVerify are for general educational and informational purposes only. They are not personalised advice for your individual circumstances and should not be relied upon as such.

This general content is not a substitute for individualised advice from an appropriately qualified professional, including a GP, psychiatrist, solicitor, financial adviser, or other relevant specialist. Where you are concerned about your own or another person's health, wellbeing, or legal position, you should seek that advice directly before acting or relying on anything we have provided.

Our coaching programmes are developmental and educational in nature and are not therapy. They do not diagnose, treat, or cure any mental health or medical condition. This is distinct from our formally booked general counselling service (see Section 2.3), which is a talking therapy in its own right; where you require therapeutic support and have not booked our counselling service, please seek this from an appropriately qualified and registered therapist or your GP.

We do not guarantee any specific outcome, result, or diagnosis from any service, as this depends on individual circumstances, the accuracy of information provided, and factors outside our control.

4. Eligibility, Referrals and Informed Consent

Some services are available only to adults (18+); age-appropriate services for young people aged 12–25 are delivered via NeuroNavigate and, where the client is under 18, require the consent of a parent or person with parental responsibility unless the young person is assessed as Gillick competent to consent independently.

Before any assessment or begins, we will explain the purpose, process, likely duration, cost, and limitations of the service, and will seek your informed consent. You are free to withdraw consent at any time, subject to the cancellation and refund terms in Section 7.

You confirm that the information you provide to us (including health history, medication, and background information) is accurate and complete to the best of your knowledge. Assessment outcomes are dependent on the accuracy of information provided, including from third-party informants where relevant (e.g. school, family, or employer input).

5. How Services Are Delivered

Services may be delivered in person at our practice premises, online via video call, or by telephone. The delivery method for your service will be confirmed at the point of booking. Where a service is delivered otherwise than at our business premises (i.e. online, by telephone, or off-site), additional statutory cancellation rights apply under Section 7.2.

For online sessions, you are responsible for ensuring a stable internet connection, a private and confidential space, and a suitable device. We use Cliniko Clinical Portal System for video consultations, which has its own terms and privacy policy.

6. Fees, Bookings and Payment

• All fees are quoted in GBP and are inclusive of VAT where applicable, or will clearly state if VAT is to be added.
• Full details of current fees for each service are published on our website or provided in writing prior to booking. The price agreed at the time of booking will not change for that booking.
• Payment is due as set out at the point of booking, which may include a non-refundable deposit, staged payments across a multi-session pathway, or payment in full in advance. Where staged payment is agreed, this will be confirmed in writing.
• For distance and online transactions, we use [PAYMENT PROVIDER] to process payments. We do not store your full card details.
• If a payment is declined or a payment plan instalment is missed, we reserve the right to suspend the service until payment is resolved.

7. Cancellations, Rescheduling and Refunds

7.1 Cancellation by you — clinical, assessment, and coaching appointments

We require at least [48/72] hours' notice to cancel or reschedule an individual appointment. Cancellations made with less notice than this, or missed appointments ("no-shows"), may be charged at [50–100]% of the session fee, as this time has been reserved exclusively for you. This does not affect your statutory cancellation rights under Section 7.2 where they apply.

Where a service is delivered as a fixed-fee package or pathway (for example, a three-stage ADHD assessment), cancelling partway through will result in a charge for the stages of work already completed or in progress, with any balance refunded within 14 days of cancellation.

7.2 Your statutory right to cancel (distance and off-premises contracts)

If you booked your service online, by telephone, or otherwise than in person at our premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 calendar days of booking, without giving a reason. If you ask for the service to begin within this 14-day period and then cancel, you may be charged a reasonable amount for the service actually provided up to the point of cancellation. This 14-day right does not apply to services booked and delivered entirely in person at our premises.

To cancel under this right, contact us using the details in Section 16. We will process any refund due within 14 days of being notified.

7.3 Cancellation or changes by us

Occasionally we may need to cancel or rearrange an appointment (for example, practitioner illness). Where this happens, we will give you as much notice as possible and offer the next available appointment or a full refund for the affected session, at your choice.

8. Confidentiality and Information Sharing

We treat all information you share with us as confidential, in line with our professional and ethical obligations. We will not share your information with third parties without your consent, except in the following circumstances:

• Where we believe there is a risk of serious harm to you or to another person, including safeguarding concerns relating to a child or vulnerable adult.
• Where we are required to do so by law, court order, or a regulatory or statutory body.
• Where clinical supervision requires anonymised discussion of casework, in line with professional good practice.
• Where you have given explicit written consent for information to be shared, for example with a GP, school, employer, or other named party.

Wherever practicable, we will discuss any decision to share information outside of your consent with you first, unless doing so would itself increase risk.

9. Data Protection

We process personal data, including special category health data, in accordance with UK GDPR and the Data Protection Act 2018. Our lawful basis for processing your general personal data is legitimate interests and/or performance of a contract; for special category (health) data, we rely on your explicit consent in addition to a further condition under Article 9. Consent to data processing is sought separately from consent to receive the service itself.

Full details of what data we collect, why, how long we retain it, and your rights (including access, correction, and erasure) are set out in our separate Privacy Notice, available at [PRIVACY NOTICE URL]. Clinical and assessment records are typically retained for [7] years from the date of last contact (or until a client reaches the age of 25 where the client was a minor at the time of service), in line with recommended limitation periods for negligence claims and professional guidance.

10. Professional Standards, Insurance and Complaints

Our clinical and assessment work is carried out in accordance with the ethical framework of the Association for Counsellors, Coaches, Psychotherapists and Hypnotherapists (ACCPH), of which we are Senior Members, and our practitioners hold professional indemnity insurance and public liability insurance provided by Westminster Insurance, policy number 149937.

If you are unhappy with any aspect of our service, please raise this with us in the first instance via contact@neuroverify.co.uk. We aim to acknowledge complaints within 5 working days and to provide a full response within 20 working days. If you remain dissatisfied following our internal process, you may escalate your complaint to the relevant professional body governing the practitioner concerned, or, where applicable, to the Competition and Markets Authority or Trading Standards in relation to consumer rights.

11. Client Responsibilities

• Attending appointments on time and providing accurate, honest information.
• Notifying us promptly of any change in circumstances relevant to the service (e.g. new medication, diagnosis, or risk factors).
• Treating our staff and practitioners with respect. We reserve the right to end the working relationship, with reasonable notice and any appropriate refund, in cases of abusive, threatening, or discriminatory behaviour.
• For young people's services (NeuroNavigate), ensuring that a parent or person with parental responsibility is available and contactable as agreed.

12. Liability

We provide our services with reasonable care and skill in line with the Consumer Rights Act 2015. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited.

Subject to the above, our total liability to you in connection with any service is limited to the fees paid by you for that specific service. We are not liable for indirect or consequential losses, or for outcomes that depend on decisions made by third parties (such as a GP, employer, school, or other agency) acting on our reports or recommendations.

Assessment outcomes reflect a clinical judgement based on information available at the time and the tools used; they are not a guarantee of any particular diagnosis, workplace adjustment, or legal outcome.

13. Intellectual Property

All toolkits, worksheets, assessment reports, branding, and written content provided by NeuroVerify remain our intellectual property (or that of our licensors, including test publishers such as Pearson) unless otherwise agreed in writing. You may use materials provided to you for your own personal or professional development but may not reproduce, resell, or distribute them without our prior written consent. Where our services use licensed third-party psychometric instruments, use of those instruments remains subject to the publisher's own licence terms.

14. Safeguarding and Risk

We take safeguarding seriously. If, during any service, we become concerned about the safety of you, a child, or another vulnerable person, we may need to act outside the bounds of confidentiality as described in Section 8, including contacting emergency services, a GP, or relevant statutory safeguarding services. Our services are not an emergency or crisis response service; if you are in crisis, please contact 999, 111, or the Samaritans on 116 123.

15. Changes to These Terms

We may update these Terms and Conditions from time to time, for example to reflect changes in the law or our services. The version in force at the time you book a service will apply to that booking. The current version is always available at [WEBSITE URL] and the "last updated" date is shown at the top of this document.

16. Governing Law and Contact

These Terms and Conditions are governed by the law of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

NeuroVerify Group Limited

64 Willow Road, Yeovil, Somerset, BA21 3AW

Company number: 17288386

Email: [CONTACT EMAIL]   |   Phone: [CONTACT PHONE]