Raiys Healthcare Client Terms and Conditions

Raiys Healthcare and Raiys Neurodiversity are trading names of Raiys Limited, a company registered in England, company number 11966045, whose registered address is 124 City Road, London, England, EC1V 2NX.

1.1 These Terms apply to you if you are:

1. a self-pay Client receiving Services as part of a Fixed Price Package;
2. a self-pay Client receiving Services other than as part of a Fixed Price Package;
3. a client receiving Services and another person or organisation instead of you is responsible for paying for your Care, including an insurer;
4. an NHS Client.

If you fall within (a) to (c) above, you will be deemed to be a Private Client for the purposes of these Terms.

1.2 While it is important that you read these Terms in full, please pay particular attention to Section 2: Clinicians; Section 3: Fixed Prices; Section 5: Cancellation and Refunds; and Section 9: Other Terms and Conditions.

1.3 These Terms and Conditions are applicable for healthcare services, including digital solutions, provided by Raiys Healthcare. Should you require further information, contact our client services team on 0330 633 0200.

This section is relevant to you if you are a Private Client.

2.1 While you are receiving a healthcare treatment or assessment service you will be under the care of one of our clinicians who will be responsible for your care. At times other clinicians may also be involved in your care or assessment.

2.2 Clinicians involved in your care may include doctors, nurses, psychologists, psychiatrists, nutritionists, wellness advisors, counsellors or other regulated healthcare professionals (we refer to these medical practitioners as Clinicians in these Terms). They may be employed directly by Raiys Healthcare or be independent medical practitioners.

We will ensure that you receive appropriate, safe and professional healthcare. We are responsible for the digital tools and systems used in providing your healthcare and for the healthcare services delivered by our employees. Any independent clinicians will be directly responsible for your health care and will have medical negligence and professional indemnity insurance cover in place for the relevant clinical services provided to you.

This section is relevant to you if you are a self-pay Client and we are offering you a package of healthcare treatments or assessments at a fixed price.

Fixed Price and Payments

3.1 We will supply our healthcare services to you as set out in your Service Agreement, which will detail the services that you will receive from us under the Fixed Price Package.

3.2 Your Service Agreement Admission will also set out, amongst other information:

1. the Fixed Price that we have calculated for your Fixed Price Package;
2. the name of the service to be provided;
3. our Terms and Conditions;
4. our Privacy Policy;
5. our Complaints Policy;
6. confirmation of payment.

Is the Fixed Price liable to change?

3.3 Following receipt of your Service Agreement we will confirm the services that are included within your package and any additional costs that you may be charged for. Additional costs are normally within your control and include additional treatment services to be purchased, new appointments because of you not attending an appointment on time, or specific medications.

All our fixed-priced treatment services will expire 16 weeks after the date of purchase unless we agree to extend the service delivery period.

The Fixed Price for our digital solutions will remain as is for the duration of your licence, which is normally 12 months.

3.4 Prior to an assessment or treatment you will have a pre-assessment. In the pre-assessment you will be asked questions about your health and medical history, and you will gain a better understanding of your health and if the planned treatment or assessment is appropriate for you. Following the pre-assessment, we may consider, for clinical or medical reasons, that it is not appropriate to continue with the Services, or it is not possible to provide the Services at the Fixed Price stated in your Service Agreement. We might also consider that further tests and/or assessments are required. Where this is the case, we will discuss this with you.

If there is a significant change in your health condition or our understanding of your health condition, then we may:

1. decide that the proposed treatment or assessment should not proceed;
2. change our proposed treatment or assessment plan;
3. refer you for further tests before we can proceed.

If these changes arise, we will advise you of any cost implications and/or refer you to our Cancellation Policy (see Section 5).

3.5 If we consider that we are no longer able to provide the Services, we will tell you the reason(s) for this decision.

3.7 Your Fixed Price Package and the Fixed Price are subject to the results of your pre-assessment, which is explained in more detail in Sections 3.3 and 3.4 above.

What is included in the Fixed Price?

3.8 The Fixed Price for the Fixed Price Package includes:

1. our clinical tools and assessments;
2. access to our digital applications;
3. our clinical time specified as part of your Fixed Price Package;
4. our business administration and overhead resources.

If following an assessment you require medication, the cost of the medication is NOT INCLUDED in the Fixed Price. We may recommend partners who work with you who can supply these medicines; however, you will be free to choose your own supplier.

This section is relevant to you if you are paying for the Services other than when they are covered by a Fixed Price Package or paid for directly by another person or organisation, including an insurer.

4.1 If the Services are not paid for directly by another person or organisation, including an insurer, are not covered by a Fixed Price Package, or are otherwise to be paid by you in accordance with these Terms, we will charge you our standard prices or provide a specific quotation for services to be provided. We refer to these services as Pay As You Go and payment is required at the time of agreeing to take the services.

What cancellation and/or refund rights do self-pay Clients have?

5.1 If you decide not to go ahead with the Care as part of the Fixed Price Package or as part of other Pay As You Go services agreed with you, you may contact us at any time to cancel. You will be required to pay for any Services in line with our Cancellation Policy.

Cancelled Assessments

Cancelled Appointments

Where you cancel a paid appointment (not part of an assessment package), the refund due depends on how much notice you give us before your scheduled appointment time:

Did Not Attend Appointment

If you don't attend your scheduled appointment and haven't let us know in advance, your clinician will wait online for you for up to 15 minutes and try to reach you by phone during that time. Your appointment will be recorded as a Did Not Attend.

Exceptions and Discretion

We recognise that genuine emergencies and exceptional circumstances happen. It is at the sole discretion of Raiys Healthcare to agree to any exceptional circumstances and apply any variation to our Terms and Conditions, including fees and refunds.

6.1 If you choose to have your NHS treatment provided by Raiys, all the costs will be covered by the NHS. You only pay for extra personal items, just as you would in any NHS hospital, and we will invoice you for these extra personal items.

Outside of the UK

6.2 If you are not a resident of the UK but you require any NHS treatment and it is not included in the Fixed Price Package, please note that you will be liable to pay any charges for any treatment or care carried out by the NHS, and we may invoice you for any costs that we incur as a result of any NHS treatment.

7.1 You agree to pay for the Services.

7.2 Whilst you will remain responsible for the payment of the Services, where you have private medical insurance:

1. we will, where possible, process the insurance claim for the Services with your insurer, provided you have given us and your insurer all the information we and your insurer need to do so, including but not limited to your policy and pre-authorisation numbers. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for the Services as set out in (c) below;
2. where we process your insurance claim and your insurer pays us directly, the rate agreed between Raiys Healthcare and your insurer, rather than our standard rates, will apply to the Services. If your insurer fails to settle our invoices, or any part of them, within 30 days of the date of issue, we will assume that the outstanding amount will not be paid by your insurer and we may invoice you directly or debit the relevant balance from your credit or debit card in accordance with the process;
3. if we invoice you for the Services or any element of them, you agree to pay us the amount invoiced within the time limits set out therein. If you do not think that we have invoiced you correctly, please let us know as soon as possible so we can investigate this further.

7.3 It is your responsibility to confirm with your insurer in advance that the Services are covered by your insurance policy; we cannot obtain any such confirmation on your behalf. Raiys Healthcare will not be responsible for any insurer shortfall in cover. We recommend you confirm your policy limits with your insurer before you undertake your Care.

7.4 Your insurer may require access to your medical records in order to validate and approve your proposed Care pathway. Access also might be required to allow your insurer to audit our performance of the contract between Raiys Healthcare and your insurer. Any audit undertaken by your insurer will be for the purpose of validating the accuracy of our charges and assessing and assuring the quality of services provided by us or Clinicians.

7.5 If you pay for the Services and subsequently seek reimbursement from your insurer, and if no other rate has been expressly agreed between you and Raiys Healthcare or Raiys and your insurer, our standard rates will apply to your care.

7.9 In some instances, Raiys Healthcare may provide discounts to and/or pay commissions to third parties under separate commercial arrangements. This does not affect your Care, or the amount that you pay for the Services.

8.1 By completing a Registration Form and agreeing to these Terms you confirm that you have the necessary documentation to enter the UK and that you meet all relevant immigration criteria. You also confirm that you have made adequate arrangements to pay for the Services.

8.2 Raiys Healthcare may contact the Home Office or UK Border Agency, as relevant, to the extent necessary to clarify any information regarding your visa to enter or remain in the UK in connection with your care.

8.3 Where services are delivered to a client via digital applications or remote services and the Client is not present in the British Isles, the Client does not need to meet UK immigration compliance requirements.

Unless we expressly state otherwise, this Section applies to all Clients.

9.1 The Service Agreement will include confirmation of the date of your treatment or assessment. If you have not made a booking, you will also be sent an email, and if you are a Pay As You Go Client that email will include our quotation, with details about how to book a date for your procedure.

9.2 While Raiys Healthcare and your Clinician(s) will always try to meet your expectations, we cannot guarantee the result of any Care or the outcome of an assessment, and it is possible that complications with your Care can occur or our professional opinion is not what you wanted. Your Clinician(s) will explain these to you in advance of carrying out your care or how they reached their opinion. Clauses 9.5 to 9.8 summarise our complaints process and how we will deal with any complaints. For full details of our complaints handling procedures, please refer to our Complaints Handling Policy.

9.3 We will need certain information from you that is necessary for us to provide the Services. This can be asked for by anyone involved in your Care, including our support staff, your Clinician(s), or other medical professional(s). If you do not, after being asked by us, provide us with this information, or you provide us with incomplete or incorrect information, we may not be able to provide you with a full range of Services.

9.4 If you are a Pay As You Go client, we will ask you for your debit or credit card details when you register. Your details will be kept securely by our payments provider and our colleagues do not have access to your payment information.

If there is a problem with the Services

9.5 If there is any problem with the Services we provide, please contact us and tell us as soon as reasonably possible, and we will investigate the problem under our complaints procedure and try to resolve the problem as soon as we can.

9.6 Please ask any member of staff for details about our Complaints Policy. This can also be found on our website.

9.7 We will do everything to avoid complaints; however, if you have any issues with our service we will do our best to manage that process internally and quickly. Complaints should be sent to:

9.8 You have legal rights in relation to Services not carried out with reasonable skill and care, or if the materials we use are faulty or not as described. Nothing in these Terms will affect these legal rights.

These organisations are independent of our internal process and may provide you with advice if you are not satisfied with our response to your complaint.

Events outside our reasonable control

9.9 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an event outside our reasonable control.

9.10 If an event outside our reasonable control takes place that affects the performance of our obligations under these Terms, we will contact you as soon as reasonably possible to notify you, and our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our reasonable control.

9.11 You may cancel the contract if an event outside our reasonable control takes place and you no longer wish us to provide the Services. Where you cancel any of the Services due to an event outside of our control and you are a Private Client, no cancellation fee will be applied, and you will only be charged for services that you have received, if any.

The Contract

9.12 The following documents together form the contract for the Services between you and us:

1. these Terms and Conditions;
2. your registration data;
3. our Cancellation Policy;
4. our Complaints Policy;
5. our Privacy Policy.

The documents listed in this section make up the entire agreement between us and you for Services. By signing the Registration Form, you agree to be bound by these Terms.

9.13 Where a person completes our registration process as a parent or guardian on behalf of a child under the age of 18 who is under their stewardship, they agree that they will be bound by these Terms, and all references to "You" and "Your" shall include the child, parent or guardian, particularly with regard to the payment obligations set out in these Terms.

9.14 These Terms are governed by the law of England and Wales. You and we both agree to submit to the non-exclusive jurisdiction of the English courts; however, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

9.15 We may transfer our rights and obligations under these Terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.

9.16 We may change these Terms at any time; however, any changes to the Terms will only apply to any new Services that you may receive and will not apply to Services provided in connection with any Care that you may be part way through or currently receiving when the change to these Terms is made.

9.17 If you wish to end any Care before it is completed, you may do so and, if you are a self-pay Client, your rights to do so are set out in Section 5.

Payment options for self-pay Clients

9.18 If you are a Private Client, we will ask you to make a payment in full and in cleared funds in advance of your treatment. We may refuse admission if you have not paid in full. Your rights to a refund on cancellation are set out in Section 5. You can pay online or over the phone.

Limitation of Liability

9.19 Excluded Losses - To the fullest extent permitted by law, neither Party shall be liable to the other Party, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any indirect or consequential loss or damage or loss of income; loss of anticipated savings; failure to obtain benefits, loss of goodwill or reputation; or loss, corruption or unauthorised disclosure of data, arising out of or in connection with this Agreement, whether such loss was foreseeable or contemplated by the Parties.

9.20 Liability Cap - Subject to paragraph 9.21, the total aggregate liability of either Party arising out of or in connection with this Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed 100% of the total fees paid or payable under this Agreement during the 12 months immediately preceding the event giving rise to the claim.

9.21 Liabilities Not Limited - Nothing in this Agreement shall exclude or limit either Party's liability to the extent that such liability cannot lawfully be excluded or limited, including liability for:

1. death or personal injury caused by negligence;
2. fraud or fraudulent misrepresentation; or
3. any other liability which cannot lawfully be excluded or limited.

9.22 Application - The limitations and exclusions contained in this clause shall apply to all claims arising out of or in connection with this Agreement, including claims arising from any act, omission, breach, negligence or default of a Party or its employees, agents or subcontractors.

10.1 When we use the words "we", "our" or "us" in these Terms, we mean Raiys Limited and any of its trading brands.

10.2 When we use the words "writing" or "written" in these Terms, this will include email or online unless we say otherwise.

10.3 When the following words with capital letters are used in these Terms, this is what they mean:

Associate

any clinician or third party who is not directly employed by Raiys Limited.

Care

the care, treatment or procedure provided to you by us (in accordance with the Services) and/or the Clinician (in accordance with the Clinician Services), as applicable, as set out in your Client Communication.

Charges

the standard rates (applicable at the time when you will receive your Care) charged by us for Services provided.

Client Communication

the verbal or written communication that we provide to you detailing the Client Care and, where you are a Private Client, either the Fixed Price to be provided to you under the Fixed Price Package or an estimate for costs where the Client Care is not included within a Fixed Price Package.

Clinician(s)

the independent medical practitioners involved in your Care, who may be physicians, nurses, psychiatrists, nutritionists, counsellors, Wellbeing Advisors or a registered healthcare professional.

Clinician Fees

the fees charged to you by each Clinician for their respective Clinician Services.

Clinician Services

any care, treatment or procedures provided to you by your Clinician(s).

Fixed Price

the price that you pay for the Fixed Price Package and which we set out where relevant in your Client Communication.

Fixed Price Package

the Care to be carried out to which a Fixed Price applies as detailed in your Client Communication.

NHS

the National Health Service.

Pay As You Go

a client who pays for services on an as-incurred basis.

Private Client

a person who pays directly for the services provided by Raiys without the support of a third party.

Registration Form

the online registration form or assessments completed by you prior to an appointment.

Services

Clinician Services that are provided to you as set out in your Client Communication and published on our website.

Standard Prices

the published fees for services provided by Raiys at a specific time.

Terms

these terms and conditions set out in this document.