Terms and conditions

1. Definitions and Interpretation

In these Terms, unless the context requires otherwise:

“Assessment” means the ADHD diagnostic assessment service booked by the Client, as described on our website and confirmed in writing prior to booking.

“Assessor” means the appropriately qualified clinical professional responsible for conducting the Assessment.

“Fees” means the amounts payable for the Services as confirmed to the Client in writing before booking, including any time-limited offer price such as the September offer.

“Report” means the signed written outcome document provided following completion of the Assessment.

“Website” means tordalehealth.com and any successor domain operated by Tordale Health.

2. About Our Services and Their Scope

Tordale Health provides online, clinically led ADHD diagnostic assessments for children, young people and adults, resulting in a diagnostic outcome discussion and a signed written Report with practical recommendations.

For the avoidance of doubt, and as set out on our Website, the following are not currently included within our Services:

medication prescribing or titration of any kind;

autism diagnostic assessment (this pathway is in development and is not currently offered); and

any form of urgent, crisis or emergency mental health support. If you or the person being assessed is at immediate risk, call 999 or attend A&E; for urgent mental health support in England, call NHS 111 and select the mental health option. An Assessment is an evaluative clinical process. It does not guarantee a particular diagnostic outcome, and completing an Assessment does not by itself confirm a diagnosis of ADHD.

3. Suitability, Enquiries and Eligibility

Before any booking is confirmed, we require a brief initial enquiry so that we can discuss clinical suitability, current availability, the applicable Fee, and what the process involves. We reserve the right to decline to provide the Services, or to advise that our Services are not suitable for a particular individual's circumstances, at our reasonable clinical discretion, including where we consider another service (such as an NHS pathway or a service equipped to provide urgent support) would be more appropriate.

Where we offer a time-limited promotional price (such as any September offer advertised on our Website), that price applies only to the category of booking stated in the offer terms published on our Website at the time of booking (for example, if an offer is stated to apply to child and young-person bookings only, it does not extend to adult assessments unless the offer terms say otherwise). Prices and offers may change periodically and we remain at liberty to commence or cease offers at any point.

4. Fees and Payment

The Fee applicable to your Assessment will be confirmed to you in writing following your initial enquiry, before you are asked to pay or book a date. Payment is taken securely via our payment provider, and by paying you confirm your agreement to the Fee quoted to you. Payment of fees is to be made in advance of the scheduled appointment.

Payment of the Fee does not, by itself, reserve a specific Assessment date or time. Assessment dates are agreed separately with you following payment, subject to Assessor availability.

All Fees are quoted in pounds sterling and, unless stated otherwise, are inclusive of any applicable VAT.

5. Your Right to Cancel, Rescheduling, and Refunds

If you are a consumer booking our Services online, your statutory rights apply, including any applicable rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because Assessment appointments are scheduled for a specific agreed date, we will ask you, at the time of booking, to expressly confirm attendance. If you fail to attend a scheduled appointment or cancel an appointment with less than 24 hours’ notice, we reserve the right to charge in full for the assessment.

6. Cancellation or Rescheduling by Us

Occasionally we may need to rearrange or cancel a confirmed Assessment date, including for reasons of Assessor availability, illness, or circumstances beyond our reasonable control. Where this happens, we will offer you the earliest reasonable alternative date or, if you would prefer, a full refund of any Fee paid for the affected Assessment.

7. Your Responsibilities

To enable us to carry out a thorough and accurate Assessment, you agree to:

provide accurate, complete and honest information during the enquiry, history-gathering and Assessment stages;

attend scheduled appointments at the agreed time, or give us as much notice as possible if you cannot;

tell us promptly if information relevant to the Assessment (such as a change in circumstances, or information from school or another setting) becomes available; and

where the Assessment concerns a child or young person, ensure you have the appropriate parental responsibility or authority to arrange the Assessment on their behalf. If, during the course of an Assessment, an Assessor becomes concerned about the safety or welfare of the person being assessed or another person, we may need to share relevant information with appropriate authorities or services in line with our safeguarding obligations and our Privacy Policy, which may override confidentiality in that specific circumstance.

8. Professional Standards and Clinical Governance

Assessments are conducted by an appropriately qualified professional with relevant experience in ADHD diagnostic assessment. The name of the Assessor will be provided in advance of the meeting. We endeavour to keep the meeting with the scheduled Assessor, but reserve the right to provide an alternate Assessor.

Tordale Health does not provide medication prescribing, titration, or treatment of any diagnosed condition, and accordingly does not currently carry on a CQC-regulated activity.

9. Confidentiality and Data Protection

We process personal data, including special category health data, in accordance with UK data protection law (the UK GDPR and the Data Protection Act 2018) and as set out in our Privacy Policy. By using our Services, you acknowledge that information gathered during the Assessment process, including clinical history and any information from third parties such as schools, will be processed for the purpose of conducting the Assessment and preparing the Report.

We will not share your information with third parties except: where necessary to deliver the Services (for example, secure payment processing); where you have asked us to (for example, sharing the Report with a prescriber); where required by law; or in the safeguarding circumstances described in clause 7.

10. The Report and Intellectual Property

On completion of the Assessment, we will provide you with a signed written Report. The Report is prepared for your personal use (or, where applicable, for the person with parental responsibility acting on behalf of a child or young person) and may be shared by you with other professionals involved in your or your child's care.

All intellectual property rights in the Report, our Website content, and our assessment methodology remain the property of Tordale Health or its licensors. You may not reproduce, resell, or commercially exploit the Report or our materials without our prior written consent.

11. Complaints

If you are unhappy with any aspect of our Services, please contact us in the first instance at hello@tordalehealth.com so that we can try to resolve your concern directly.

12. Limitation of Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be limited or excluded under English law.

Subject to the above, our total liability to you arising out of or in connection with the Services, whether in contract, tort (including negligence) or otherwise, shall not exceed the Fees paid by you for the Assessment giving rise to the claim.

We are not liable for any indirect or consequential loss, or for any decision made by a third party (including any prescriber, school, or other service) following receipt of the Report. We limit any liability to a cap of the fees paid to us.

13. Nothing in These Terms Affects Your Statutory Rights

These Terms do not affect your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 for services to be provided with reasonable care and skill.

14. Changes to These Terms

We may update these Terms from time to time, for example to reflect changes in our Services, our regulatory position, or the law. The current version will always be available on our Website. Changes will not apply retrospectively to an Assessment already booked and paid for, unless required by law.

15. Force Majeure

We will not be liable for any failure or delay in performing the Services caused by circumstances beyond our reasonable control, including illness of the Assessor, technology failure, or other events of a similar nature.

16. Governing Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, save that if you are a consumer resident elsewhere in the UK, mandatory local consumer protections may also apply.

17. Contact Us

Questions about these Terms can be sent to hello@tordalehealth.com.