Terms & Conditions
These Terms and Conditions explain how you may use the Fluence Clinic website and how our services are provided.
They outline the key terms that apply when you use our website, book appointments, or access our services.
Last updated: 18 May 2026
1. Overview
These Terms and Conditions apply when you use the Fluence Clinic website, contact us, submit information to us, book an appointment, make a payment, or use our services.
By using our website or services, you agree to these Terms and Conditions. If you do not agree with these terms, you should not use our website or proceed with booking an appointment.
These terms should be read alongside our policies (click here to view all policies) and any information provided to you during the referral, registration, booking, payment, or pre-appointment process.
Nothing in these terms is intended to remove or limit any legal rights you have as a consumer.
We may update these Terms and Conditions from time to time. The version published on our website will apply from the date shown at the top of the page.
2. About Fluence Clinic & Our Services
Fluence Clinic provides private, remote psychiatry services for adults in the United Kingdom.
Our services may include psychiatric assessments, diagnostic opinions, medication reviews, prescriptions, follow-up appointments, reports, and correspondence with other healthcare professionals where clinically appropriate.
Our services are provided remotely. This means appointments are usually conducted by secure video consultation, telephone, secure online forms, email, and other appropriate digital systems.
Fluence Clinic is not an emergency, crisis, inpatient, or out-of-hours service.
Our services are subject to clinical suitability. This means we may not be able to accept every referral, proceed with every appointment, provide a diagnosis, prescribe medication, or offer ongoing care in every case.
A psychiatrist or member of our clinical team may decide that:
- further information is needed before an appointment can proceed
- a different type of appointment or pathway is required
- remote care is not clinically appropriate
- your needs are better met by another service
- medication is not clinically appropriate
- a prescription cannot safely be issued
- urgent, emergency, crisis, inpatient, or local NHS support is required
We will aim to explain next steps clearly if we are unable to provide the service you requested.
3. Clinical Suitability & Limits of Remote Care
Remote psychiatry can be appropriate for many people, but it is not suitable for every clinical situation.
Because our services are provided remotely, there may be limits to what can be assessed, observed, monitored, or managed through our service. In some circumstances, a psychiatrist may recommend that you seek face-to-face, local, emergency, or NHS care instead.
You must provide accurate and complete information about your health, circumstances, symptoms, medications, risks, and support needs. If relevant information is missing, incomplete, inaccurate, or withheld, this may affect whether we can safely provide care.
We reserve the right to decline, pause, or end care where we consider that continuing remotely would not be clinically appropriate or safe.
Fluence Clinic is not an emergency, crisis, inpatient, or out-of-hours service. You should not use our website, forms, email, or appointment booking system to seek urgent help.
If you are at immediate risk, feel unable to keep yourself safe, or need urgent medical help, you should call 999 or attend your nearest Accident and Emergency department.
For urgent but non-emergency medical advice, you can contact NHS 111. You may also contact your GP, local NHS mental health crisis team, or another appropriate local service.
We may not monitor emails, forms, or website enquiries outside our usual working hours, and we cannot guarantee an immediate response.
4. Website Use & Information
You may use our website for personal, lawful, and informational purposes.
You must not use our website in a way that:
- is unlawful, fraudulent, harmful, abusive, or misleading
- interferes with the security, availability, or performance of the website
- attempts to gain unauthorised access to our systems
- uploads malicious code, viruses, harmful files, or unsafe content
- copies, reproduces, adapts, or reuses our content for commercial purposes without permission
- misrepresents your identity or relationship with another person
- submits information that you know is false, incomplete, or misleading
- attempts to disrupt or misuse our forms, systems, appointment processes, or communications
We try to keep the website accurate, up to date, and available. However, we cannot guarantee that the website will always be uninterrupted, error-free, secure, or fully current. We may update, remove, or change website content at any time.
The information on our website is general information only. It is not medical advice and should not replace advice from a qualified healthcare professional who has assessed your individual circumstances.
You may be asked to provide information before an appointment can be booked or before a psychiatrist can complete their review. This may include personal details, identity information, GP details, referral information, medical and mental health history, medication history, risk information, completed forms, supporting documents, or information from referrers, informants, carers, GPs, or other healthcare professionals.
You are responsible for ensuring that the information you provide is accurate, complete, and up to date. If you provide information on behalf of another person, you must have appropriate authority or permission to do so.
We may be unable to proceed with an appointment, report, prescription, or ongoing care if required forms, documents, consents, identity checks, or clinical information are incomplete or missing.
5. Appointments & Payments
Appointment availability, fees, payment requirements, and booking steps will be explained before you book or pay.
We will always do our best to ensure reminders and clear information is provided and understood. In collaboration, you are responsible for:
- checking the appointment date and time
- attending at the booked appointment time
- ensuring you have a working internet connection
- ensuring your device, camera, microphone, and video link are working
- attending from a private, quiet, and appropriate location
- allowing enough time for the appointment
- completing any required pre-appointment steps
- telling us as soon as possible if you need to cancel or reschedule
- checking your emails and appointment instructions before the appointment
If you are late, unavailable, unable to connect, or unable to proceed for reasons within your control, this may be treated as a late cancellation or missed appointment.
Fees will be explained before payment is requested. Payment may be required before an appointment is confirmed. If payment is not received by the required deadline, your appointment may be cancelled or offered to another patient.
Cancellations, rescheduling requests, missed appointments, late attendance, and refunds are handled in line with our Cancellation and Rescheduling Policy.
If you purchase services from us online, by telephone, or by another distance method, you may have a legal right to cancel within 14 days of entering into the contract. If you ask us to begin providing services during that period, you may need to pay for services already provided up to the point of cancellation. Where a service has been fully provided within the cancellation period at your express request, your right to cancel may be affected.
Nothing in these terms or our Cancellation and Rescheduling Policy is intended to remove or limit your statutory rights.
6. Clinical Documents & Prescribing
Reports, letters, prescriptions, and other clinical documents may take time to prepare.
We typically provide a post-assessment report within 7-14 days. Timeframes may vary depending on clinical complexity, the type of appointment or pathway, whether required information has been provided, whether clarification is needed from the psychiatrist, whether information is needed from another healthcare professional, administrative workload, and safety, governance, or quality review requirements.
Reports and letters are prepared based on the information available at the time. If new information becomes available later, the psychiatrist may need to review whether this changes their opinion, recommendations, or the next steps in your care.
A psychiatrist is not required to provide a diagnosis, report, medication recommendation, prescription, or ongoing treatment if they do not consider it clinically appropriate. This will be transparently discussed with you wherever possible.
Where medication is prescribed, this will only occur where the psychiatrist considers it safe and appropriate. Prescribing decisions may depend on diagnosis or clinical opinion, medical history, mental health history, medication history, allergies or contraindications, risk assessment, identity checks, physical health information, monitoring requirements, GP communication, and legal, professional, or prescribing requirements.
A prescription may be declined, delayed, changed, paused, or stopped if the psychiatrist considers this necessary for safety or clinical reasons.
You must tell us about any changes to your health, medication, substance use, pregnancy status, risk, or care arrangements that may affect prescribing.
Where clinically appropriate, Fluence Clinic may communicate with your GP, referrer, or other healthcare professionals involved in your care. Shared care, prescribing support, or ongoing prescribing arrangements may depend on clinical suitability, GP agreement, information sharing, monitoring requirements, and local arrangements.
Your GP or another healthcare professional is independent from Fluence Clinic and may accept, decline, or request changes to any proposed shared care arrangement. We cannot guarantee that a GP or other healthcare professional will agree to prescribe, monitor, or take over any part of your care.
7. Privacy, Liability & Contact
We handle personal information in line with our Privacy Policy and applicable data protection laws.
Because we provide healthcare services, we may collect and process sensitive health information. This may include information provided by you, your GP, referrers, informants, other healthcare professionals, or documents you submit to us.
We take confidentiality seriously. However, there may be circumstances where information needs to be shared, including where you have given consent, where sharing is needed for your care, where sharing is required by law, where there is a safeguarding concern, where there is a serious risk of harm, or where disclosure is otherwise permitted under our Privacy Policy or applicable law.
We want our website and services to be as accessible as possible. If you need support to access information, complete forms, understand the process, or attend an appointment, please contact us as early as possible. We will consider reasonable requests for adjustments where practical and appropriate.
All website content, wording, design, branding, graphics, icons, documents, templates, and other materials belong to Fluence Clinic or are used under licence unless stated otherwise. You may view and use website content for your own personal information, but you must not copy, reproduce, adapt, distribute, publish, sell, license, or use our materials for commercial purposes without written permission.
Our website or communications may include links to third-party websites, tools, platforms, payment systems, pharmacies, video consultation systems, forms, or other services. We are not responsible for the content, availability, privacy practices, accessibility, security, or performance of third-party websites or systems that we do not control.
We do not exclude or limit liability where it would be unlawful to do so. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to this, Fluence Clinic is not responsible for losses that arise from your misuse of the website or services, inaccurate or incomplete information you provide, failure to follow clinical advice or safety-netting instructions, failure to seek urgent or emergency care when needed, technical issues outside our reasonable control, third-party systems outside our control, or events outside our reasonable control.
We do not guarantee any particular clinical outcome, diagnosis, prescription, treatment recommendation, report conclusion, or shared care arrangement.
These Terms and Conditions are governed by the laws of England and Wales. Nothing in this section affects any legal rights you may have as a consumer, including rights that may apply depending on where you live in the United Kingdom.
If you have questions about these Terms and Conditions, please contact us.
Email: feedback@fluenceclinic.co.uk
Phone: (NEED TO CONFIRM WITH TONI)
Registered Office for Mail: 107-111 Fleet Street, London, EC4A 2AB
If your question relates to privacy or data protection, please refer to our Privacy Policy.
In this policy
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