Terms and conditions
We provide online assessments for attention deficit hyperactivity disorder (ADHD), autism, and specific learning differences such as dyslexia and dyscalculia (each, an “Assessment”), and post-diagnostic care and treatment including psychoeducation groups, educational navigation, talk therapy, and the prescribing of ADHD medication where appropriate. These together, with any additional services we may provide from time to time constitute our “Services”.
We provide our Services through our digital platform, which includes our website, at www.problemshared.net, its systems, associated technologies and together with our rights in them (the “Platform”).
We provide our Services to patients (the “Referred Patients”) who come to us through our referring partners, such as the NHS, insurers, occupational health providers, universities, or other organisations that partner with us (the “Referring Providers”). We also provide Services directly to self-paying patients.
Emergency – Important Notice
If you require care or treatment and the Platform is inaccessible for any reason, and you do not feel safe or secure or you feel you are putting yourself or others at risk, you must seek help elsewhere, which may include the nearest Accident & Emergency Department of any hospital. Please note:
If you would like to see previous versions of this document, please contact us at help@problemshared.net.
Please note that we have suitability criteria for accessing our Services. You can find these criteria in our Suitability FAQs at the following link: Client Suitability Criteria | ProblemShared.
We are Teledoctor Limited, trading as ProblemShared. We provide access to mental health care services over our digital Platform. We are registered in England (Company number 10410380) at registered address 16 High Holborn, London WC1V 6BX.
How to reach us at ProblemShared:
Where to find information about us and our Services
You can find everything you need to know about us, ProblemShared, and our Services on our website www.problemshared.net and any other information we supply to you before you receive any Services from us.
Before your appointment or assessment, we will provide clear information about the Services we will deliver, any eligibility requirements, how our appointments work, how to contact us, our complaints process, and any important limitations or requirements relating to the Services.
Where your Services are funded by a Referring Provider, additional terms may apply between you and that Referring Provider. It is your responsibility to review and comply with any such terms, and we are not responsible for the content or enforcement of those terms.
Our clinicians
Before a clinician starts working with us, we check their proof of identification, training, and any other relevant qualifications to make sure they are eligible to provide our Services. We require clinicians to maintain these standards throughout their time working with us.
We take all reasonable precautions in line with good industry practice to ensure that clinicians who do not meet our standards cannot provide Services through the Platform. However, we cannot guarantee that all information provided by a clinician is accurate or complete, including any errors, omissions, misrepresentations, or changes in circumstances that are not reported to us after they begin providing Services.
The clinicians delivering Services may include employees or contractors working as independent practitioners. Where a clinician or practitioner provides Services on behalf of ProblemShared, we remain responsible for ensuring that the Services are provided with reasonable care and skill and in accordance with our legal obligations. This does not limit any clinician’s own professional duties, clinical judgement, regulatory obligations or accountability to their professional regulator or body.
If, at any time, you choose to engage any of our talk therapy practitioners privately (meaning outside of our Services and not through a Referring Partner or self-paying arrangement managed by us), you acknowledge and agree that such engagement creates a separate and independent clinical relationship between you and the relevant practitioner. Any such services provided by that practitioner will be provided independently of us, and the practitioner shall be solely responsible for and liable in respect of those services.
Prescriptions
You acknowledge that any prescription is given at the clinician’s sole clinical discretion.
When a clinician issues a prescription, it will be recorded on our prescribing system and either: a) sent to your nominated pharmacy where you can pay for it and collect it; or b) our partner pharmacy will contact you to confirm the cost and subject of the prescription. If you agree, the pharmacy will take payment, dispense the medication, and send it to you by registered post.
If you receive a prescription following any Assessment there are also subsequent processes that are an integral and necessary, part of your care. These may include but are not limited to the following: reviews of medication, titration stabilisation and onward referral to shared care with a primary medical provider, such as a GP.
When you use our Services and make a booking through our Platform, you are making an offer to enter into a legally binding agreement with us. We accept your offer when we confirm your booking, either by taking payment or by contacting you to confirm the booking. By making a booking, you agree to these Terms and Conditions, our Privacy Notice, and, if applicable, our Children’s Privacy Notice.
Referred Patient
If you have been referred to us by a Referring Provider, you will not usually be charged since that is addressed in the arrangement either we or you have with the Referring Provider. The exception to this is where a Referred Patient of a Referring Provider has reached or reaches any limits on their applicable membership or insurance benefits. Any such Referred Patient shall be liable to pay any outstanding balance for Services owed to us at the conclusion of those Services.
Where you are liable to pay for Services, including where you access our Services on a self-pay basis, we may ask our third-party payment provider, Stripe, to securely store or process your credit or debit card information in order to take payment for any outstanding balance. The total price of any Service (including mandatory fees and taxes) will be displayed to you before you confirm a booking, and these prices are available upon request.
It is your responsibility as a Referred Patient to regularly check your applicable membership/insurance benefits and to notify us in writing when these limits are reached.
Late payments and debt collection
To keep our Services running smoothly, we kindly ask that all invoices are paid by the stated due date. If any payment becomes overdue, interest may be applied to the outstanding amount at a rate of 2% per year above the Bank of England base rate. The interest accrues daily (adding up each day) from the due date until the payment is received, including if the amount becomes subject to a court judgment. The interest will be payable together with the overdue amount.
If an invoice remains unpaid after reasonable reminders, we may refer the outstanding balance to a professional debt collection service to help manage the recovery process.
To provide our Services, we need certain information from you, and you must tell us about any changes to information you have already provided. This may include personal and medical information about you, or anyone on whose behalf you are accessing the Services.
If you do not provide the information we need, or if you provide it late, we may not be able to provide the Services to you. We will not be responsible for delays or for not providing any part of the Services if this happens. The same applies if we discover that the information you have given us is incorrect, incomplete or misleading.
You must tell us without delay about any changes to your personal circumstances that may be relevant to your use of our Services. You must also tell us about any changes to your address or contact details. If we cannot contact you to take instructions or arrange payment, we may not be able to provide the Services.
When you use the Platform, you receive a temporary licence to access it for the purposes of receiving our Services. This doesn’t give you ownership of the Platform or its content. Your access is provided on the condition that you follow a few simple guidelines:
We implement technical and organisational measures designed to protect your personal information. Where we use third-party service providers to support our Platform, including hosting providers, clinical systems, and payment processors, we require them to apply security standards that are at least equivalent to our own. However, while we take reasonable steps to protect your information, no online service can be guaranteed to be completely secure.
Whilst we make every effort to ensure that our Platform and communications relating to the Services operate reliably and securely, we cannot guarantee that they will always meet your requirements or be uninterrupted, fully secure, or error-free, or that any defects will be corrected. We are not responsible for transmission errors or for any corruption or compromise of data that occurs through the networks of our third-party service providers. However, we will use reasonable care and skill in providing the Platform and in addressing issues within our reasonable control.
If you’re a self-paying patient (including where you have reached your applicable membership/insurance benefit limit with a Referring Partner) and you purchase our Services, you have a legal right to change your mind within 14 days, unless an exception applies.
The deadline for changing your mind (cooling-off period). If you change your mind about purchasing our Services, you must let us know no later than 14 days after the day we confirm we have made the relevant booking.
How to let us know. To let us know you want to change your mind, contact us at help@problemshared.net using the linked model cancellation form, or by any other clear statement in writing communicating your decision to cancel.
Services already received. You must pay for Services you received before you change your mind and notified us. You also acknowledge that, if you expressly ask us to start the Services during that period and then cancel before the Services are fully performed, you must pay us a fair and proportionate amount for the Services provided up to the time you told us you wished to cancel.
If the Services have been fully performed, or you’ve received downloadable digital content (such as downloadable resources or online materials) at your request during the 14-day cooling-off period, you will lose the right to cancel.
When and how we refund you. If you are eligible for a refund, we will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment.
We may make reasonable changes to these Terms or to the way we provide the Services from time to time where we have a valid reason, for example to reflect changes in relevant laws, regulations, clinical guidelines, best practice, technical or security requirements, or improvements to the Services.
Changes we can only make if we give you notice and an option to terminate
Changes will apply prospectively and we will not use changes to materially reduce your rights in relation to Services that you have already booked or paid for, unless the change is required by law, regulation, clinical safety, safeguarding or another reason outside our reasonable control.
For any change that materially affects your rights or the nature of the Services, we will notify you in advance. If you do not agree with the change, you may contact us at help@problemshared.net to end our agreement before the change takes effect. If you do, we will refund you for any Services you have paid for in advance (if applicable) but have not yet received.
We can suspend supply (and you have rights if we do)
We may suspend the supply of the Services if we need to deal with technical problems or make minor technical changes, update the Services to reflect changes in relevant laws or regulatory requirements, or make changes to the Services as described in these Terms and Conditions.
When we suspend the supply of the Services, we will aim to contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the Services for longer than 3 months we will adjust the price, so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than 6 months you can contact us at help@problemshared.net to end the agreement and we’ll refund any sums you’ve paid in advance for Services you won’t receive.
We can withdraw Services
We can stop providing any Service. We let you know with as much advance notice as possible and we refund any sums you’ve paid in advance (if any) for Services which won’t be provided.
We own the intellectual property rights in any material that we send to you
Any information that we send you is owned by ProblemShared, and you are not entitled to reproduce or copy this.
We’re not responsible for delays outside our control
If our provision of the Services is delayed by an event outside our control, such as floods, droughts, earthquakes or other natural disaster, epidemics, pandemics, terrorist attacks, civil wars, fire, explosion or accident, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay. However, if the delay is likely to be substantial you can contact us at help@problemshared.net to end the agreement and receive a refund for any Services you have paid for in advance, but not received.
We understand that you may not always be able to attend an appointment. We try to accommodate requests wherever possible and consider each case individually.
For a detailed description of how you may reschedule or cancel a booking, please read our Cancellation Policy.
If a clinician cannot attend a session
If a clinician cannot attend your session as a Referred Patient, the Referring Provider that referred you will not be charged, and your session will be reallocated. Sessions with self-paying private patients will either be refunded in full or rescheduled with a credit applied to the replacement session.
If your session cannot take place on the booked date, we will reschedule it for you. For self-paying private patients, we may reschedule once with a reasonable reason without refunding you; refunds will be issued if we reschedule the session a second time without a reasonable reason.
You may cancel the agreement and receive a refund for any Services not provided if:
We are responsible for losses you suffer that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
However, we’re not responsible for losses you suffer caused by us breaking this agreement if the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your booking meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control. We take all reasonable steps to prevent or minimise delays, but we cannot be held responsible for delays caused by such events.
Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
Business losses. Our Services are provided to you as a consumer for your personal healthcare use. We are not responsible for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.
Nothing in these Terms and Conditions excludes or limits our liability for: i) death or personal injury resulting from our negligence; ii) fraud or fraudulent misrepresentation; or iii) any other liability which cannot lawfully be excluded or limited.
Third parties. Once your Services have ended, if you choose to engage a talk therapy practitioner privately (meaning outside of our Services and not through a Referring Partner or self-paying arrangement managed by us), any such engagement will be independent of us and will create a separate contractual and clinical relationship between you and that practitioner. We are not responsible for, and shall have no liability in relation to, any services provided to you by that practitioner.
Digital materials. Any digital materials we provide (such as reports or downloadable resources) are supplied in line with your statutory rights under the Consumer Rights Act 2015.
While we aim to provide accurate and helpful information, the content on our website is for general guidance only and may not reflect your individual clinical needs. It should not be used as a substitute for professional medical advice from a qualified clinician.
We will ask you for information to help us provide our Services. Please make sure this information is accurate and up to date, as we rely on its accuracy to provide safe and effective care.
We aim to resolve concerns promptly, fairly and sensitively. If you have a complaint about our Services, you may record it by following our complaints procedure, which is published on our Platform at (Complaints | ProblemShared).
Our complaints procedure explains how to raise concerns, how complaints are investigated, expected response times, and available escalation routes. Nothing in our complaints procedure affects any legal rights you may have.
If we cannot resolve your complaint through our internal complaints process, you may be able to refer the complaint to the Centre for Effective Dispute Resolution External Mediation. Details of how to access that mechanism are set out in our complaints procedure.
Your statutory rights. We will provide the Services with reasonable care and skill and within any agreed timescale or, where no timescale is agreed, within a reasonable time. Information that we provide to you about the Services before you book will be binding on us where required by law, unless we agree a change with you.
If we fail to provide the Services with reasonable care and skill, you may be entitled to have the Services repeated or to receive an appropriate price reduction or refund, as required by law.
Our shared standards of conduct. We and our staff are committed to providing the Services in a professional, respectful, and inclusive way and uphold high standards of conduct during the delivery of our Services. We ask that you, and anyone supporting you, help us maintain a safe and constructive environment by engaging respectfully with our staff and clinicians. We understand that people may access our Services at difficult or stressful times, and we take this into account in the way we communicate and respond. Where necessary and proportionate, we may pause communications, rearrange an appointment, involve an appropriate Referring Provider or safeguarding contact, or end access to our Services.
Accessibility and additional support. We recognise that some clients may need additional support to understand these Terms, access the Platform, attend appointments or communicate with us. Please contact us if you need information in a different format, help using the Platform, communication support, or a reasonable adjustment. We will consider requests fairly and in line with our legal obligations.
You can go to court. These Terms and Conditions and our agreement are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
We use your personal data as set out in our Privacy Notices: How we use any personal data you give us is set out in our Adults’ Privacy Notice and Children’s Privacy Notice.
Nobody else has any rights under this agreement. This agreement is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court finds that any part of this agreement is invalid, the rest of it will still apply. If a court or other authority decides that any provision of these Terms and Conditions is unlawful, the rest will continue to apply.
Even if we delay in enforcing this agreement, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.