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Mindbox Terms and Conditions

The terms and conditions detailed below cover both Mindbox Now and Mindbox Live services. By subscribing to our site and/or making any contact with our live therapist services, you have agreed to these terms and conditions but have the right to cancel/unsubscribe at any time.

Mindbox is a trading name of Mind Box Limited (Company number 10080110).

Mindbox Now

This website has been created by the team at Mind Box Ltd to deliver an evidence based approach to reducing Anxiety. It uses techniques from the disciplines of Cognitive Hypnotherapy, Neuro Linguistic Programming, Cognitive Behavioural Therapy and Psychotherapy. The content of this web site has been written by fully qualified Cognitive Hypnotherapists. However, occasionally, with great care and consideration at our discretion, we may include articles, links, blogs, offers or services from third parties. These third party sites have their own separate and independent Terms and Conditions and privacy policies. Mindbox take no responsibility or liability for the content and activities of these linked sites. It is the user's responsibility to acknowledge the appropriateness of information contained in any other external sites. However, we strive to protect the integrity of our site and welcome any feedback with regards these sites.

Medical Disclaimer

Warning: The information, techniques, exercises and downloads provided within these products is provided for information only and may not be construed as medical advice or instruction. None of the materials are a recommendation as to how to treat any particular disease, health problem or health related condition, or have any materials been evaluated by the National Institute for Health and Clinical Excellence (NICE) or any other Government or medical body in any country. The contents of this website do not supersede or replace any advice given by any qualified medical practitioner.

Always seek the advice of your physician or other qualified health care provider with any questions you may have regarding a medical condition or treatment and before undertaking a new health care programme, and never disregard professional medical advice or delay in seeking it because of something you have read on this website.

Do not use the techniques, exercises or downloads contained within these products whilst driving or operating machinery, or if you suffer from any of the following mental or psychiatric conditions:

In addition to the above, even if you do not consider yourself to have any of these conditions, do not use the techniques, exercises or downloads contained within these products if you have ever been prescribed anti-psychotic medication.

Do not use the techniques, exercises or downloads contained within these products if you are pregnant or been diagnosed with epilepsy unless a safety indicator is clearly market on the technique link.

Mindbox Now and Mindbox Live is not suitable for a suicidal crisis. If you are suicidal please contact the emergency services immediately via 999/911. You may also contact the Samaritans on their website (http://www.samaritans.org/) or via freephone telephone on 116 123 24hrs a day.

It is impossible for any specialist to guarantee 100 per cent success on achieving any desired outcome. It is however important that, in order to maximise potential success, participants engage fully with the program and complete all tasks and actions set out in the sessions. To help assist us we, advice that during the programme, participants complete a regular online feedback form so we can monitor their progress and help them as necessary.

If after your first 4 weeks of continuos use and completion of the mood tracker as part of the Mindbox Now service, you experience no improvement in your levels of anxiety, you are entitled to a full refund. You can claim this by emailing support@mind-box.co.uk using REFUND as your subject. If you do not complete your mood tracker survey for each of these 4 weeks, you will not be entitled to a refund. This refund offer does not apply to use of the Mindbox Live service.

If you have been diagnosed by a clinical practitioner as suffering from the following mental or psychiatric conditions when entered into our Mindbox Now program or used our Mindbox Live service, the money back guarantee will be invalid.

Your statutory rights are not affected by this exclusion.

Payment, Data Protection and Web Site Security

We use Worldpay through a secure server provided by Supported Business as our online payment system because we trust them to handle your transactions securely and promptly. Supported Business is a level 2 PCI complaint payment system and all data is encrypted and securely accessed on secure SLL servers that meet the PCI standards. However, we cannot be held responsible for any problems that may arise, however caused, through the use of this system. We do not store your credit or debit card details. We have a Trustwave DCI compliance certificate to show that our data systems are secure.

This site is protected by UKfast. UKfast is certified to ISO 27001 and is also PCI DSS compliant.

When you subscribe to any Mindbox service, you will be asked provide us with personal information such as name, address, telephone contact details and in some cased bank/payment details. Your use of this website signifies your consent to us collecting and using personal information about you as specified below in accordance with this policy. Should we choose to change our policy for any reason, the changes will be posted in the Terms and Conditions so that you are always kept informed of how we collect and use your personal information, and when we may disclose it..

All personal data provided to us will be used and treated in accordance with the EU Regulation 2016/679 General Data Protection Regulation. All such requests for information disclosure will dealt with in accordance with their guidance and policies..

By using the services provided by Mindbox Live certain sensitive personal information will be gathered, recorded and stored during each therapy session. This will include the recording of the safeguard questions and any relevant and necessary notes made by the therapists resulting from the session. This information will be stored on a CRM and by using this service you agree to the storing of any information deemed relevant and necessary to the operational needs of Mindbox Live.

All information and personal details will be kept on secure servers based in the EU and all highly sensitive information, such as medical or therapists notes, will be encrypted for added protection. Mindbox CRM service is provided by Kohezion. https://www.kohezion.com/

Mindbox will keep all information gathered during the course of all therapy sessions for a minimum of 7 years and after this time has expired each case will be reviewed as to current relevance and if it is deemed non-active it will be archived. If an individual wishes to have their records removed they must follow the procedure set out in the complaints section. However this is only after the 7 years’ time scale has expired. If you are not willing to have information about you stored in this manner or for this time scale then you must not use the Mindbox Live service.

We do not and will not sell, trade or otherwise transfer any of your personal details to outside parties or organisations. This does not include trusted Third Parties who assist in the operation of this web site, running of our business or who assist in providing our service to you. We take every precaution to ensure those parties agree to keep this information confidential and as such insist they have their own terms and conditions and are fully GDPR compliant. The only exception to this is requests from any person(s) or organisations having a legal right or when we believe it are appropriate to comply with the law and any lawful government or governing authority’s requests, enforcement of our site policies or to protect our, your or others’ rights, property or safety.

We may use personal information collected about you to let you know about functionality changes to our website, new services, offers or changes to our terms and conditions of use. We may also use anonymised data collected from your mood tracker to validate our claims that Mindbox Now is effective. This data will be extracted from multiple users and grouped before it is ever presented in a public forum. Unless given your explicit permission, your identity as a Mindbox Now user will never be revealed publicly.

Privacy Policy

For full details of our Privacy Policy please click here.

While all reasonable care has been taken we do not and cannot guarantee that our site will be secure or free from bugs or viruses. We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to it in this regard. The recipient should carry out such virus and other checks as he or she considers appropriate and must have appropriate level of protection for their own computer and/or devises.

You must not misuse our website by knowingly introducing viruses, trojans, worms, or other material which is malicious or technologically harmful. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. You must not attack or attempt to gain unauthorised access to our website, nor the server on which it is stored or any server, computer or database connected to our website. We will report any such activity to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such activity, your right to use our site will cease immediately.

You may not copy, transfer, pass on to a third person whether for payment or not any of the downloadable content, techniques, exercises contained within any of our free of paid programmes. Any breaches of this condition will result in legal action and immediate exclusion from the site and no refund of any monies paid will be given.

Use of Cookies

Cookies are very small text files that are stored on your computer when you visit some websites.

We use cookies to help identify your computer so we can tailor your user experience, track shopping basket contents and remember where you are in the order process.

You can disable any cookies already stored on your computer, but these may stop our website from functioning properly.

The following is strictly necessary in the operation of our website.

This Website Will:

The following are not strictly necessary, but are recommended to provide you with the best user experience and also to tell us which pages you find most interesting (anonymously).

Functional Cookies

This Website Will:

Targeting Cookies

This Website Will:

Pricing – Mindbox Now

For full and unlimited access to the Mindbox Now service, the following price options are available:

Both price options will be set up as automatic payments. They will continue to be debited at your chosen interval until you cancel your subscription. You can cancel at any time without charge.

Pricing – Mindbox Live

Mindbox Live is a premium contact service line offered by Supported Business.

Premium Rate Services (PRS) – Pay as You Go:
£1.50 per minute

Pre Pay Services:

Webcam
30 minutes - £45
60 minutes - £85
90 minutes - £125

Extensions can be purchased at £1.50 per minute although the overall session length cannot exceed 90 minutes.

Web Chat
30 minutes - £20
60 minutes - £30
90 minutes - £40

Extensions can be purchased at 50 pence per minute although the overall session length cannot exceed 90 minutes.

Clients use this service at their own risk and must either be over 18 years old or have the bill payer’s permission.

At regular intervals through the call a warning message will be repeated advising of how much the call has cost so far. It is the responsibility of the user and not Mindbox, to make sure the length, cost and frequencies of calls fall within their means.

Our PRS lines are governed by the Phone-paid Services Authority (PSA) who is responsible for regulating the use of Premium Rate Services. We are bound by and adhere to their Codes of Practice. For further information please refer to their web site http://psauthority.org.uk/ On occasion data collected from our PRS may be passed to the PSA.

Premium Rate Service (PRS) Regulation

The rules set out for using this service are governed by the Phone-paid Services authority (PSA). As they stand the use of this service is limited to a one off call made for a maximum duration of 20 minutes. After 20 minutes the call will automatically be disconnected and the client cannot call back using this number. However, if the client wishes to continue the therapy session they will be directed to the pre-payment line number. These calls will be charged at the standard rate but a credit or debit card is required. Alternatively the client can refer back to the web site where they can pre-book an appointment with a therapist at their convenience. This rule ONLY applies to the Premium Rate Service Number, the credit card number, video call or web chat is not subject to any such restrictions.

Excessive Use of Mindbox Live Services

The excessive use of any Mindbox Live service will be closely monitored.

Each payment will appear on your phone bill, bank statement or credit card statements as a charge made to Telephone Consult.

To help our customers keep track of how much they are spending and to avoid any excess charges being made by any individual Mindbox will monitor all usage across the Mindbox Live services.

Monitoring of all systems across the Mindbox Live services is carried out by Supported Business Ltd and Mindbox will carry out an audit of its client users once a month.

Mindbox will continually monitor and identify any person(s) who use our live therapy services more than 2 times per week.

Mindbox will contact the users by phone and/or email to highlight and inform them of their current usage level so that they can take the necessary appropriate action. This may involve reducing or discontinuing the current use of the service. If, however, the user is fully aware of their current financial commitment to Mindbox and it is appropriate to their situation they can continue to use the service as long as it continues to fall within their financial means.

It is the user’s responsibility to keep track of their spending when engaged in using Mindbox Live services. They must always make sure they have sufficient funds and the means to pay for the services provided. To assist the users Mindbox has in place certain alerts made during the telephone calls to indicate the duration of the call. Also the duration of the PRS is limited to 20 Minutes per call.

Mindbox is committed to remaining clear and transparent at all times about its charges in connection with Mindbox Live services. These are clearly displayed with these T&C’s and also on the Mindbox Live page. If Mindbox identifies users or it is brought to its attention that a user may not be in control of their usage Mindbox will take immediate action to contact the user and if necessary will suspend their account/block their number. This for is the safety and financial well being of the user.

If however the user can provide sufficient evidence that they are in control of their usage the service will continue but will be monitored.

If a user, having been contacted by Mindbox, about the usage of our services is not fully aware or is in dispute about the costs associated with the service, or if there is any suggestion of unauthorised use, Mindbox will immediately commence a full investigations in line with our complaints procedure. If this is not resolved to the user’s satisfaction they can contact the Phone-paid Services Authority direct. All the necessary information is outlined in our complaints procedure.

Mindbox reserves the right to discontinue the services provided by Mindbox Live and Mindbox Now without prior notice to any person or persons it believes cannot or unreasonably refuses to control their level of usage.

Mindbox Live

Mindbox Live allows the service user instant access to a fully qualified, registered and insured therapist 24 hours a day. The service offers one to one professional therapy services by the following practitioner types:

The service is delivered remotely over the telephone, via video or web text chat.

Every effort has been taken by Mindbox to ensure that our associate therapists adhere to the terms and conditions set out in their respective contracts. However Mindbox cannot be held responsible for the actions of an individual therapist either while they are working in such a capacity for Mindbox or otherwise. It is the responsibility of each therapist to work within the guidelines set out by their own governing body. Any breach in these guidelines is a matter for the appropriate governing body. If for any reason you are not happy with the service provided by a therapist please contact us urgently and we will take immediate steps to investigate the matter without delay (please see complaints procedure). Mindbox will remove any therapist from our service line if we have reasonable evidence to suggest they have fallen below the standards we expect.

Disputes or issues arising and/or resulting in legal action are between the client and the therapist. To this end and for the safety of both the client and the therapists, all contact made through this service will be recorded and monitored.

The Mindbox Live contact service and infrastructure is provided by Supported Business (previously known as InverOak Limited). Mindbox cannot be held responsible for the loss of telephone or online services due to technical issues or loss of service connection either from Supported Business Ltd or the users end.

Mindbox strives to have as many therapists online at a time but we cannot guarantee or be held responsible if a particular therapist from a specific discipline is not be available at a specific time of day.

Your wellbeing is of paramount importance to us all here at Mindbox. Mindbox Live is offered as a means of instant access to help when you want, wherever you are but we may decline use of this service if we feel that we cannot support you due to the nature of your problem, such as it being categorised as one of the following mental or psychiatric conditions:

Our associate therapists reserve the right to refuse treatment to any service users if they deem it appropriate action based on your presenting problem. In any case we will do our best to refer you to an alternative service.

While therapy sessions provide an opportunity for service users to work through difficult topics, our therapists will not accept threatening or abusive behaviour or any such language that is deemed discriminatory towards them. Mindbox operates a zero tolerance policy and any such behaviour and may result in the session being terminated and the client being liable for the full session cost. It may also result in the user be banned from using this service.

Session Cancellation Policy

This policy refers to the use of the Mindbox Live services only, including pre-booked credit/debit card payment services via phone, Webcam and Web Chat.

It is the client’s sole responsibility to ensure that their chosen communication device is working correctly and has suitable WiFi coverage in order to guarantee clear communication with the Associate Therapist.

It is the client’s sole responsibility to ensure that they are prepared to speak to the Associated Therapist at the allotted appointment time.

It is the client’s sole responsibility to ensure that there are no interruptions or distractions that may result in the late start or early finish of a session.

A client must inform Mindbox at the earliest opportunity if they wish to cancel an appointment.

Cancellation notice:

A client who arrives late or leaves the session early will do so at their own financial cost. The session will be charged at the full rate.

If the session is cut short due to a user technical fault, such as loss of connection or equipment failure, then the client will be liable for the full cost of the session.

Please refer to the session fees contained within these T&Cs for further information on costs.

Nothing contained within this cancellation policy affects the client’s statutory rights.

In cases where a cancellation or an incomplete session has been caused by an unavoidable emergency, Mindbox will use its discretion to consider each case on merit.

Subscription Cancellation Policy

This policy refers to the use of the Mindbox Now services only. If you no longer wish to continue your subscription with Mindbox Now, simply email us direct at customerservices@mind-box.co.uk. Please be aware that cancelling this subscription will close and permanently delete any records contained in your ‘My Mindbox’ user space. This includes data from your Stress Assessments. If you would like to extract this data for your records, this service is available for a fee.

Refunds

Any client who wishes to make a complaint or claim for a refund must do so via the complaints procedure as set out in the T&Cs.

Complaints

Mindbox is committed to providing a high-quality service to all our clients. We demand the highest level of professionalism, respect and tolerance from everyone connected with the day-to-day running of our business.

We strive to make our clients’ user experience of Mindbox the very best it can be but there may be occasion when we get it wrong. When this happens we need to you tell us about it. This will help us to improve our standards and the level of service we provide to our clients.

If we have fallen short of your expectations, email us at customerservices@mind-box.co.uk.

All complaints received will be acknowledged within three working days (Mon-Fri – complaints received on Friday will be acknowledged by Wednesday).

On being contacted by Mindbox you will be given the name and contact details of the person dealing with your complaint.

Mindbox will endeavour to bring your complaint to a satisfactory conclusion within 4 weeks of your personal investigation officers being assigned. However in some cases this period may be either shorter or longer depending on the nature of the complaint. Our commitment is to deal will all complaints as soon as reasonably possible as our clients’ satisfaction is of utmost importance to us. We will keep you informed of the progress of your complaint and if there is any delay we will inform you as soon as practicable. However we aim to have all complaint investigations concluded within six months unless a different deadline is agreed with the complainant and there is a good reason for this.

To help us deal with all complaints in a timely manner we ask that;

A complaint must be made no later than 12 months after:

The time limit will not apply if Mindbox is satisfied that:

After conclusion of our investigation into your complaint we will inform you of our findings. This will comprise a written report that we will either email to you or send by post.

The Report Will Contain

Escalating Complaints

At this stage if you are not happy with the outcome of the Mindbox investigation of your complaint, please contact your designated investigations officer. They will discuss the outcome with you to see if the matter can be resolved.

If however once your complaint has been fully dealt with by Mindbox and the investigation is closed by us and you are still not happy with outcome then you can contact one of the following independent authorities/organisations who may conduct their own investigation.

For complaints regarding our Pre-pay phone service (not the credit card charge service) contact the Phone-paid service authority (PSA) visit their web site http://psauthority.org.uk/ or call them on 0300 30 300 20 (Monday - Friday, 9.30am - 5pm).

For Data Protection contact the Information Commissioner Office (ICO) visit their web site https://ico.org.uk or call direct on 0303 123 1113.

If you would like to complain to the Consumer Ombudsman visit their website http://www.consumer-ombudsman.org or call on 0333 300 1620.

If you would like to complain to OFCOM, find details their web site https://www.ofcom.org.uk/ or by calling them direct on 020 7981 3000.

Nothing contained within these T&C's affect your statutory consumer rights.

Mindbox is a trading name of Mind Box Limited registered in England and Wales 10080110.

© Mindbox 2017. UKFS.