Terms of Service

Version 1.0 · Effective from 9th November 2026

These Terms of Service set out the basis on which Assessment UK provides private ADHD assessment, titration and shared-care review services to adults.

We have tried to keep these Terms straightforward and clear. They are important, so please read them before booking. By booking, you confirm that you have read them and that you agree to them.

Our contract with you is made when we email you to confirm your booking. The confirmation will set out the service you have bought, the price and what is included, and will include a copy of these Terms. Please keep it.

These Terms are for adults aged 18 and over. They do not cover a children’s service. The services we sell under these Terms are an adult ADHD assessment, titration (a package of four appointments, with additional appointments if needed), a six-monthly review where we remain responsible for prescribing, and an annual shared-care review where your GP has agreed to share care. Each is a separate service unless your booking confirmation says otherwise.

1. About Assessment UK

Assessment UK is a service provided by Athona Limited, a company registered in England and Wales and part of the Athona group. Athona Limited trades as Assessment UK.

Registered office: Orbital House, 20 Eastern Road, Romford, Essex, RM1 3PJ

Company number: 04854351

CQC registration number: 1-24079282695

Service and complaints correspondence: 2nd Floor, Kingsgate House, 1 King Edward Road, Brentwood, Essex, CM14 4HG.

Assessment UK is registered with the Care Quality Commission (CQC), the independent regulator of health and social care in England, to provide regulated healthcare services. The service is delivered remotely. If a remote appointment cannot safely go ahead, we will pause and signpost you to an appropriate alternative.

In these Terms, “Assessment UK”, “AUK”, “we”, “us” or “our” means Athona Limited trading as Assessment UK. “You” or “your” means the adult booking or receiving the service. The contract for care is with you, not with an individual clinician and not with the person who pays, if that is someone else.

2. Our services

We currently sell the following services for adults aged 18 and over. The total price, including any VAT, and what is included are shown on the booking page before you pay and confirmed in your booking confirmation. Titration and reviews are available only where the clinical conditions in these Terms are met.

ADHD assessment. A consultant-led remote assessment, usually lasting about 60 to 90 minutes. The current fee is £990. The exact length can vary. We will ask you to complete questionnaires and a QBCheck beforehand. Where clinically appropriate, the clinician may discuss the outcome during the appointment. In some cases further information is needed before a final outcome can be confirmed. A written summary follows. We aim to provide this within 10 working days, longer if information is outstanding.

Titration. The standard titration package is the default option. It covers four remote prescribing and monitoring appointments for a single fee of £790, usually one a month over four months. Any additional appointments needed beyond the four covered by the package are booked and charged separately at £197.50 each. If any of the four package appointments remain unused at the end of the four months, the per-appointment value of the unused appointments (£197.50 each) will be refunded (or the period extended by agreement), so that prepaid appointments are not lost. Medication and pharmacy costs are not included unless the confirmation says so. Titration does not guarantee that a particular medicine or dose will be suitable, or that medication will be prescribed at all.

Reviews. Where Assessment UK remains responsible for ongoing prescribing, you will need to book a six-monthly review with a clinician. The current fee is £197.50. It includes the review appointment and a letter to you and, where appropriate, your GP. It does not include medication or pharmacy charges. Where care has been shared with your GP, the GP will usually require us to carry out an annual review with a clinician. The current fee for that annual shared-care review is £197.50. It includes the review appointment and a letter to you and your GP. It does not move prescribing back to Assessment UK, and it does not include medication or pharmacy charges. If your GP has not agreed shared care, the annual review is not the right service.

The service is by video. Telephone contact is exceptional and only where we agree it is appropriate. You need a suitable device, a reliable internet connection and a private space. Appointments are in UK time. The service is provided in English.

You must be physically in the United Kingdom at the time of each appointment. We will ask you to confirm this. If you are not in the United Kingdom, we will pause the appointment and explain how you can access local care. We cannot continue the consultation from outside the UK.

This is a private service. Booking with us does not place you on, or remove you from, an NHS waiting list. An NHS service, employer, university, insurer, court or the DVLA is not obliged to adopt our diagnosis, report or a recommendation for medication.

3. There is no guaranteed diagnosis or treatment outcome

Booking and paying does not guarantee a diagnosis of ADHD, a prescription, a shared-care agreement, or any particular clinical outcome.

Our clinicians make their own clinical decisions based on the information available to them and in line with their professional responsibilities. The fact that you have paid does not influence the assessment, diagnosis or treatment decision.

If the clinician considers that ADHD is not the appropriate diagnosis, or that further information is needed, they will explain this to you. If remote care is not safe or suitable, we will pause and signpost you to an appropriate alternative.

4. The QBCheck assessment

QBCheck (supplied by Qbtech) forms part of the standard ADHD assessment and is included in the assessment fee. It is not included again in titration or in a six-monthly or annual review unless your confirmation says so.

QBCheck is one part of the wider assessment. It is considered alongside your history, symptoms, functional impact and other information. It is not used on its own to diagnose ADHD. It is provided using a third-party tool. If you do not complete it, the clinician may be unable to conclude the assessment until it is done, unless they decide it is not required in your case.

5. What we need from you

To provide the service properly, we need accurate and complete information. This includes:

• completing the forms and questionnaires we send you;
• if possible, giving us the name and email address of someone who knew you as a child, such as a parent, so that we can send them a questionnaire (we will tell them how we use their information);
• providing relevant medical and mental health information;
• telling us about any medication you are taking, including any ADHD medicine or other controlled drug prescribed by someone else, and about any alcohol or recreational drug use;
• providing accurate contact and GP details and where required consent to contact your GP and or you granting your clinician access your GP records;
• attending on time, in a private location in the United Kingdom, at the UK time we give you;
• having photo identification available so we can confirm who you are;
• keeping your login details for our secure platform private and not letting anyone else use your account;
• telling us about communication needs or reasonable adjustments; and
• following reasonable instructions to help us deliver the service safely.

We check identity at registration and at each appointment. If we cannot confirm who you are, we cannot safely continue. We may rearrange the appointment.

If important information is missing, the clinician may need another appointment or further information. Where that work is outside the booked service, we will explain any additional cost before proceeding wherever possible.

You are responsible for what you tell us. Incomplete or inaccurate information may affect the assessment, the report and any prescribing decision.

6. Who the service is for

The service is for you. You must be 18 or over and able to take part in a remote consultation, with a reasonable adjustment if you need one. We do not sell this service for a child.

We may decline or pause a booking if you are under 18, you are not in the United Kingdom, we cannot verify your identity, you need urgent or emergency care, or the clinician considers that remote care would not be safe. If we decline or end a booking before the booked service has been supplied, we will explain why and refund the fee for the part of the service not supplied. However, if an appointment cannot go ahead because, at the appointment time, you are not in the United Kingdom or you do not have photo identification available, clause 20 applies to that appointment as if you had not attended.

Someone else may help you book. We will not assess or write about another adult unless that person has booked and consented.

7. Who is paying

Someone else may pay the fee. The contract for care is still with you. The payer does not acquire a right to the report, the diagnosis, the appointment or the clinical record unless you agree, in writing, to that sharing.

Refunds of fees we have taken are made to the original payment method unless we agree otherwise. We make refunds without undue delay, and within 14 days of the day we agree that a refund is due. We do not discuss your clinical care with the payer unless you have agreed.

8. Insurance

This is a self-pay service. We do not bill insurers unless we have agreed that in writing before the appointment. A diagnosis, a report or a receipt is not a guarantee that an insurer will reimburse you. Please check with your insurer before you book.

9. Clinical independence

Assessment UK provides the service. Clinical decisions are made independently by the clinician responsible for your care. They decide whether an assessment is appropriate, whether a diagnosis can be made, and whether any treatment or medication is appropriate.

ADHD diagnostic assessments, together with six-monthly and annual reviews, are undertaken by Consultant Psychiatrists registered with the General Medical Council (GMC). Titration is delivered by Nurse Independent Prescribers registered with the Nursing and Midwifery Council (NMC) or by Pharmacist Independent Prescribers registered with the General Pharmaceutical Council (GPhC).

All clinicians providing care under these terms are registered with their respective UK professional regulators and hold professional indemnity insurance that specifically covers private remote consultations and the prescribing of controlled drugs.

We will not ask a clinician to provide a particular diagnosis or treatment outcome because a patient has paid.

We may arrange for a suitably qualified clinician other than the person named at booking to see you. Clinical responsibility stays with the clinician who sees you. If a change of clinician materially affects a booked appointment, we will take reasonable steps to tell you.

10. Consent and your involvement in your care

We will explain the assessment and any proposed treatment in a way that is intended to be clear. You may ask questions and withdraw consent to care or treatment, subject to any legal or clinical requirement, including safeguarding.

Where we need consent to share information, provide treatment or carry out part of the service, we will ask. If you do not provide information or consent that is reasonably required, we may be unable to provide part or all of the service safely. Withdrawing consent does not by itself create a refund beyond clause 20.

If someone else joins the appointment, tell us. We will record who is present. A relative, friend or advocate may join if you want them to. A staff chaperone is arranged only if you ask for one. Anyone else on the call must keep what they hear confidential. They should not take part unless you want them to.

11. Reasonable adjustments, language and timing

If you need a reasonable adjustment, tell us as early as possible. This may include communication, appointment length or the way information is provided.

The service is in English. If you need an interpreter or specialist communication support, we will discuss the options before the appointment. We will not charge you for a reasonable adjustment we make because of a disability, such as a British Sign Language interpreter, a longer appointment or information in another format. If you need an interpreter for another spoken language, an additional cost may apply where an external interpreter is required. We will tell you the cost before you book. Appointments are held at the UK time stated in your confirmation.

12. Additional appointments and clinical work

Each fee covers the service described when you book. A titration package covers the appointments listed in that package, not an open-ended prescribing service. An additional titration appointment covers that appointment. A six-monthly review or an annual shared-care review covers that review appointment. It does not by itself include a prescription or a supply of medication.

Where further clinical work is not included, we will explain what is needed and any additional cost before proceeding wherever possible. We will not charge you simply because a clinician spends a reasonable amount of extra time completing the service already booked.

13. Medication and prescribing

A diagnosis of ADHD does not mean medication will be recommended or prescribed. Prescribing depends on the clinician’s assessment and professional judgement.

Medication, private prescription and pharmacy charges are separate from the assessment fee and from the six-monthly or annual review fee. They are separate from the titration package fee unless your confirmation says they are included.

Prescriptions are dispensed and delivered by our partner pharmacy (as named on our website), which charges you directly for the medicine, the private prescription and delivery. These charges are set by the pharmacy, not by us, and depend on the medicine. Current charges are shown in the prescription fee table on our website. We send all our prescriptions to this pharmacy, so you cannot choose a different one.

Some ADHD medicines are controlled drugs. Those prescriptions are not sent by ordinary electronic prescription. They are signed and posted to a named pharmacy. Please allow time for this. A controlled-drug prescription is valid for 28 days from the date on it and will normally be for no more than 30 days’ supply. We may need to confirm your identity again before issuing a prescription.

If we prescribe for you, you agree to take the medicine only as prescribed, to store it safely, and not to give or sell it to anyone else. Supplying a controlled drug to another person is a criminal offence. You must tell us if anyone else prescribes ADHD medicine or another controlled drug for you. If we have reasonable concerns about misuse, or about medicine being obtained from more than one prescriber, we may pause or stop prescribing and, where the law allows, share our concerns with your GP or the relevant NHS controlled drugs accountable officer.

14. Titration packages

Titration, whether as a package or as an additional appointment, is available only if a clinician agrees that medication may be appropriate. Buying an appointment or a package does not require the clinician to prescribe, or to continue a medicine that is not suitable.

Before the first prescription we will usually need a video-witnessed blood pressure and pulse, using a validated upper-arm monitor, and height and weight. We will agree with you how further readings are provided. Further titration, or a further supply of a controlled drug, may be paused if an agreed reading is outstanding, unsafe, or cannot be relied on. That pause is a safety step. It does not by itself refund the package.

We ask to write to your GP before titration. If you still refuse that sharing, a senior clinician will review the position promptly before any titration prescription is issued. We may decide it is not safe to prescribe.

Until a shared-care or transfer arrangement is agreed in writing, Assessment UK remains the prescriber for any medicine it has issued, subject to clinical suitability and to you remaining in the service. A cancelled additional titration appointment is handled under clause 20. For a package, appointments already held, and prescriptions already issued, are not refunded. If titration ends before you have used all the appointments in your package (for example, because the clinician decides no further appointments are needed, that medication is not suitable, or that we cannot safely continue), we will refund the per-appointment value of each unused appointment. Cancelling or missing a package appointment is handled under clause 20.

15. Monitoring

If we prescribe, we will agree how and when you provide heart rate, blood pressure, height and weight, in line with the relevant guidance and the product information.

You agree to tell us about side effects, other medicines, pregnancy or plans for pregnancy, and any other change that may affect prescribing. If a reading cannot be obtained remotely, we will pause and signpost you to your GP, a community pharmacy or another local service.

16. Shared care and reviews

We will write to your GP with relevant clinical information at assessment and again before titration. Sharing with your GP is the usual safe path. You can object to us sharing information with your GP. If you do, we will explain how that affects your care. Clause 14 explains what happens before titration.

We cannot guarantee that your GP will agree to shared care or will prescribe. Shared care starts only when your GP has agreed in writing. Your GP is independent of Assessment UK and makes their own prescribing decisions. Shared care is less common outside England. If you live in Scotland, Wales or Northern Ireland, you should expect that we may remain your prescriber, with six-monthly reviews.

Where we remain responsible for ongoing prescribing, you will need to book a six-monthly review with a clinician. We may pause further prescribing if that review, or the readings agreed for it, has not taken place. Where care has been shared with your GP, the GP will usually require us to carry out an annual review with a clinician. Your GP remains the prescriber. The annual review does not transfer prescribing back to Assessment UK. The booking confirmation states which review you have bought.

If your GP does not agree to shared care, or later withdraws it, Assessment UK may remain responsible for prescribing, subject to clinical suitability, availability and the applicable fee. You would then need six-monthly reviews, not an annual shared-care review. A review fee does not convert into titration.

If you do not attend a review, we will try to contact you. If we remain the prescriber, we may pause further prescribing until a six-monthly review has taken place. If care has been shared, we may tell your GP that the annual review has not taken place. Your GP may then decide they cannot continue shared care.

17. Prescriptions, pharmacies and lost prescriptions

Where a prescription is issued, we will explain how it will be provided and any cost. We may work with independent pharmacies. We do not control their stock, pricing or dispensing times.

Where we remain your prescriber, we will issue repeat prescriptions between reviews about every 28 to 30 days, when you request them by emailing Repeat.prescription@assessmentuk.com with your full name, date of birth, address and the medicine and dose you need. We do not charge for issuing repeat prescriptions; the pharmacy charges you for the medicine, as explained in clause 13.

If a prescription is lost or delayed in the post, tell us. A replacement may need a new clinical check. We may charge for a replacement prescription. Any charge is shown on our website, and we will tell you before we issue the replacement. We are not responsible for the cost of medication already dispensed, or for a pharmacy’s refusal to dispense.

18. Driving, travel and declaring your diagnosis

ADHD, and some ADHD medicines, can affect whether you meet the medical standards for driving. It is your responsibility to check the DVLA rules and to tell the DVLA where those rules require it. Assessment UK does not notify the DVLA for you. We may record the advice we have given you.

In Great Britain it is also an offence to drive with certain drugs in your blood above a specified limit. Dexamfetamine, and lisdexamfetamine (which the body converts into dexamfetamine), are forms of amphetamine, which is one of those drugs. There is a medical defence if you are taking the medicine as prescribed and your driving is not impaired, so we recommend you carry evidence of your prescription when you drive. Do not drive if your medicine affects your ability to drive safely.

If you travel abroad with a controlled drug, check the rules of the country you are visiting before you go. You may need a Home Office personal licence if you are taking a supply for three months or more. We can provide a letter confirming your prescription; a fee may apply, and we will tell you what it is first.

A diagnosis of ADHD, or taking ADHD medicine, may also need to be declared to others, for example an insurer, an employer, the armed forces or an aviation or other licensing authority. It is your responsibility to check what you need to declare.

19. Third-party reports

Letters or reports for an employer, university, solicitor, insurer or benefits application are not included in the assessment, titration or review fee.

We will provide one only if you ask, you consent to the content being shared, and a clinician agrees it is appropriate. A separate fee and timescale will be confirmed before we start. Some reports for third parties are subject to VAT, which will be included in the fee we quote. We do not guarantee that the recipient will accept the report.

20. Appointments, lateness and cancellation

Please be ready at the agreed UK time. We recommend joining 5 minutes early. If you join more than 15 minutes late, there may not be enough time to complete the appointment safely and we may rearrange it. Please tell us as soon as you know you will be late. Repeated lateness or missed appointments may lead to rearrangement or cancellation under this clause.

Your statutory 14-day right. Because this contract is made at a distance, you normally have 14 days from the day after you book to cancel, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can use the form at the end of these Terms, or email enquiries@assessmentuk.com with your name, booking reference and a clear statement that you wish to cancel. If you cancel in that period before we have supplied the service, you are entitled to a full refund. We will make the refund within 14 days of the day you tell us you wish to cancel.

Assessment appointments are offered within 14 days of booking, and we start preparing for your assessment (including sending your questionnaires and QBCheck) as soon as you book. When you book, we therefore ask you to make the following request. You cannot book without it:

“I ask Assessment UK to start the service straight away, during the 14-day cancellation period. I understand that I will lose the right to cancel once the service has been fully performed, and that if I cancel before then I will pay a proportionate amount for what has already been supplied.”

This does not remove your right to cancel. You can still cancel within the 14 days, and you will pay only the proportionate amount described below.

If you cancel after we have started but before the service has been fully performed, you must pay a proportionate amount for what we have already supplied, and we will refund the rest. A reserved appointment slot, by itself, is not treated as a service already supplied. The amount is a proportion of the total price, based on what we have supplied compared with the whole service. For an ADHD assessment, we charge these fixed percentages of the assessment fee for each step we have completed: QBCheck licence issued (it cannot be reused): 10%; initial triage: 5%; questionnaires reviewed: 5%; clinical review of your information before the appointment: 10%; and if the assessment appointment has taken place but the written summary has not been sent, 90% in total. For a titration package, we charge the per-appointment value of each appointment already held. We will confirm which of these apply and show you the calculation. We do not charge any other costs.

After the statutory right has ended. Once the 14-day period has ended, or once the booked service has been fully performed, our 48-hour cancellation policy applies. Notice is measured to the appointment start time. Cancel at least 48 hours before the appointment and we will refund the fee for that unused appointment. If you cancel with less than 48 hours’ notice, we will charge 50% of the fee for that appointment. If you rearrange with less than 48 hours’ notice, you pay a further 50% of the fee for that appointment to rebook it. If you do not attend, the full fee for that appointment is charged. Titration is bought as a package, with any additional appointments bought separately.

• Per appointment, including an additional titration appointment, a six-monthly review and an annual shared-care review: at least 48 hours’ notice, full refund of that fee; less than 48 hours’ notice, 50% of the fee; if you do not attend, the full fee.
• Titration package: each package appointment has a per-appointment value of £197.50. At least 48 hours’ notice, we refund that value; less than 48 hours’ notice, 50% of that value is charged; if you do not attend, that value is charged in full. Appointments already held are not refunded.

If we cancel, other than because you have not met these Terms, we will offer you another appointment or, if you prefer, a full refund of the fee for that appointment. We will not ask you to pay again because a technical problem on our side stopped the original appointment being completed.

We understand that ADHD can make planning and timekeeping harder. We will send you appointment reminders, and we can change how we do this if you ask. We may waive a charge under this clause if there is a good reason, for example illness, an emergency, or a reason connected with your health or a disability. Please tell us as soon as you can.

These charges do not apply where the law requires a full refund. Nothing in this clause affects your statutory rights.

21. Payment

The price shown when you book confirms what is included, and whether titration is a package or per appointment. Assessment, titration, six-monthly reviews and annual shared-care reviews are priced separately. Additional reports, medication, prescriptions, pharmacy charges, interpreter costs or other third-party services are explained separately where they are not included.

Unless your booking confirmation says otherwise, you pay the full fee for a service when you book it, using one of the payment methods offered at booking. If you choose to pay through a third-party provider such as Klarna, your agreement with that provider is separate and its own terms apply.

We do not store your full card number. Payment processing is carried out by the payment provider.

22. Technical problems and remote appointments

You need a suitable device, a working internet connection and a private environment. We are not responsible for problems caused by your own device, connection or equipment.

If a technical problem on our side prevents the appointment from taking place or being completed, we will take reasonable steps to resolve it and, where appropriate, rearrange it at no extra fee.

If the connection drops and there is a safety concern, we will try to call you back. Please keep a working telephone number on your record.

23. Emergency and urgent care

Assessment UK is a planned private service. It is not an emergency, crisis or out-of-hours service, and it is not a substitute for 999, NHS 111 or an emergency department.

If you or someone else is in immediate danger, call 999. If you need urgent advice and it is not an emergency, contact NHS 111 (NHS 24 on 111 in Scotland), your GP or GP out-of-hours service, or your local crisis team.

If you are distressed during an appointment but not in immediate danger, the clinician will give you the local crisis, NHS 111, emergency department and usual GP routes. If you are in immediate danger, the clinician will call 999 and will ask you to confirm where you are. If the call drops in that situation, we will try to redial and may contact the emergency services.

24. Safeguarding

If information raises a safeguarding concern, we may need to share it with another professional, a safeguarding service or another relevant organisation where this is necessary and lawful. Where it is appropriate and safe to do so, we will explain this to you.

25. If something goes wrong with your care

If something goes wrong with your care and you have suffered harm, or could suffer harm, we will tell you, apologise, explain what we know, and say what we will do next. This sits alongside your right to complain. It does not affect any right you have to take advice or to bring a claim.

26. Medical records and information sharing

We will keep appropriate records of the care we provide. Your information is handled in accordance with data protection law and our Privacy Notice, including how long records and identity documents are kept and whether a supplier processes data outside the United Kingdom.

Where appropriate, information may be shared with your GP or other professionals involved in your care, in line with the law and your consent where required. You can ask for a copy of your records. Requests are handled as explained in the Privacy Notice.

27. How we use your data

We use your information to provide the assessment, titration or review you have booked, to check your identity and that you are in the United Kingdom, to keep a clinical record, to access your GP health records, write to your GP where you have agreed or where the law allows, to take payment, and to handle a complaint or a safety concern.

This includes health information, which is special-category data under UK data protection law. We do not sell your information. We do not allow the supplier of our clinical note tool to use your appointments to train AI models. Qbtech, which provides QBCheck, may anonymise your QBCheck results so that they no longer identify you, and use them to develop and improve its products, including its models. Where an approved scribe is used, audio is not kept after the draft note has been produced, as set out in clause 28.

We may use anonymised or aggregated information to check the quality of the service. We will only send you marketing if you have agreed to receive it, and you can opt out at any time.

Our Privacy Notice explains what we collect, how long we keep it, who we share it with, whether a supplier processes it outside the United Kingdom, and your rights of access, correction and complaint. Privacy Notice. If you are unhappy with how we have used your information, please contact us first using the details in the Privacy Notice. We will acknowledge your complaint within 30 days. You can also complain to the Information Commissioner’s Office.

28. Recording and transcription

Any recording or transcription of an appointment will only take place in accordance with our stated processes and applicable legal requirements, including UK data protection law.

Where your consent is required, this will be obtained before recording or transcription takes place.

We do not record appointments as a matter of routine. Where we use our approved ambient clinical scribe to help draft the clinical note, it will be started only after you have agreed to its use for that appointment. The clinician will tell you, in plain language, that an approved tool will listen in order to help write the note, that you may say no, and that saying no will not affect your care or the appointment. Your decision will be recorded. If anyone else is on the call, they will also be told that the tool is running.

The tool drafts only. It does not assess, diagnose or prescribe. The draft is not your clinical record until the clinician has read it, corrected it and signed it into our clinical system. Audio is not kept after the draft has been produced, and your appointment is not used to train the supplier’s general model. We do not use unapproved recording or transcription tools on clinical appointments.

You may change your mind at any time during the appointment. If you decline, change your mind, or the tool is unavailable, the clinician will write the note in the usual way.

If you would like to record the appointment yourself, please tell us at the start. Any recording you make is for your own personal use. Please do not share or publish it without the agreement of the clinician and anyone else on the call.

29. Patient behaviour

We expect everyone using our service to treat our staff and clinicians with respect. We will not tolerate abusive, threatening, discriminatory or intimidating behaviour.

We may stop an appointment, limit how we communicate, or end the service if behaviour creates a safety concern or prevents us from providing the service properly. Any decision to end the clinical relationship will take account of your ongoing care needs and of whether the behaviour may be linked to your health or a disability. We will tell your GP where that is appropriate, and we will not leave you without advice on how to access urgent help.

30. Pausing and ending care

A pause is not the same as discharge. We may pause an appointment or a prescription while we check identity, location, readings or another safety point. We will explain what is needed before we can continue.

Care may end when the booked service is complete and no further service has been agreed, when you ask us to discharge you, when care transfers to your GP or another provider, when we cannot safely continue, or if you do not attend or engage after we have tried to contact you. We will write to you and, where appropriate, to your GP.

Ending the service does not by itself refund a fee for a service already performed. If we end the service, we will refund the fee for any future appointments you have paid for but not received, less any charge that applies under clause 20 for an appointment missed or cancelled late.

31. Complaints

We want to know if something has not gone as expected.

If you have a complaint or concern, please contact us using the details in our Complaints Policy. You may complain yourself, or someone may complain for you with your agreement. You can contact us by email, telephone, in writing, or through our secure platforms. You may also use the anonymous form on our website. We can provide the process in easy read and other accessible formats, and we can support you to use an advocate or interpreter if you need one.

Complaints Lead: Registered Manager

Email: Registered.Manager@assessmentuk.com

Address: 2nd Floor, Kingsgate House, 1 King Edward Road, Brentwood, Essex, CM14 4HG

We will investigate complaints fairly. We will acknowledge your complaint within 3 working days. We aim to send a written outcome within 28 days. If we need longer, we will tell you why and give you a revised date. If you are not satisfied, you may ask Athona Limited’s senior management to review it. That review will be completed within 28 days. If the complaint is about the Registered Manager, senior management will handle it so that it is looked at independently.

If you are still unhappy after that review, you can get free, independent advice from Citizens Advice. The Parliamentary and Health Service Ombudsman does not consider complaints about privately funded care. If your concern is about an individual clinician’s fitness to practise, you can also contact their professional regulator, such as the General Medical Council.

Our Complaints Policy is available here. An easy-read version is also available here.

Making a complaint will not affect your access to appropriate care.

You may also raise a regulatory concern with the Care Quality Commission (03000 616161, www.cqc.org.uk). The Care Quality Commission does not investigate individual complaints for you. If there is an immediate risk of harm, contact the police on 999.

32. Changes to our services or these Terms

We may need to change clinicians, appointment arrangements or the technology we use. Where a change materially affects a service you have already booked and paid for, we will take reasonable steps to tell you and, where appropriate, offer an alternative.

The version of these Terms in force when you book applies to that booking, unless a change is required by law or for safety and we have told you. A later price change does not change a fee you have already paid. If we change the fee for a review or another service you book regularly, we will tell you at least 30 days before the new fee applies to you. Clinical decisions remain with the relevant clinician.

33. Liability

Nothing in these Terms limits or excludes liability that cannot legally be limited or excluded. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to that, and to your statutory rights, we are responsible for loss that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss caused by information you did not give us, by your device or connection, by an independent pharmacy or GP, or by events outside our reasonable control.

Our services are for your personal healthcare. We are not responsible for business losses, such as loss of profit or business opportunity, if you use a report or our service for a business purpose.

Nothing in these Terms affects your legal rights as a consumer. For example, the Consumer Rights Act 2015 requires us to provide our services with reasonable care and skill. Citizens Advice can tell you more about your rights.

34. Events outside our control

Sometimes things happen outside our reasonable control, such as a major technical failure or significant disruption to telecommunications. Where this happens, we will take reasonable steps to minimise the impact and rearrange where appropriate. If an event outside our control means we cannot provide a booked service within a reasonable time, you may cancel and we will refund the fee for any part of the service not provided. This does not affect your statutory rights.

35. Intellectual property

Material we provide remains the property of Assessment UK or the relevant rights holder unless stated otherwise. You may use information provided to you for your own personal healthcare. Please do not reproduce or commercially use our materials without permission. Your clinical report is for you and for professionals involved in your care.

36. Other important information

These Terms, together with the information provided when you book, form the agreement for the service you have booked. Pre-contract information on the booking page forms part of that agreement. If any part of these Terms is found to be invalid, the remaining provisions continue to apply. If we do not immediately enforce a provision, that does not mean we have waived the right to do so later.

We may contact you by email, telephone or the secure platform using the details you give us. Please keep those details up to date. Notices under these Terms may be sent by email.

We may transfer our rights and obligations under these Terms to another organisation, for example another company in the Athona group. We will tell you in writing if this happens and will make sure the transfer does not reduce your rights. If you are unhappy with the transfer, you may end the contract and we will refund the fee for any service not yet provided.

This contract is between you and us. No other person has any right to enforce any of its terms.

37. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales will deal with any dispute, subject to any rights you have as a consumer to bring a claim in your home jurisdiction.

38. Related documents

These Terms should be read alongside:

• Assessment UK’s Privacy Notice;
• Assessment UK’s Complaints Policy; and
• the information given to you when you book, including the fee and what is included.

Where there is a conflict between these Terms and a statutory consumer right, the statutory right takes precedence.

Contact: enquiries@assessmentuk.com or via https://assessmentuk.com/contact/

Schedule – cancellation form

Complete and return this form only if you wish to cancel within the 14-day cancellation period in clause 20. You may cancel a distance contract by sending this form, or a clear statement, to enquiries@assessmentuk.com, or by post to 2nd Floor, Kingsgate House, 1 King Edward Road, Brentwood, Essex, CM14 4HG.

To Athona Limited trading as Assessment UK:

I give notice that I cancel my contract for the supply of the following service:

Service ordered (ADHD assessment / titration package / additional titration appointment / six-monthly review / annual shared-care review):

Date booked:

Booking reference:

Your name:

Your address:

Signature (only if this form is posted):

Date: