Terms of Use - Mynurva

Terms of Use 

Mynurva Terms and Conditions

Mynurva works to provide affordable, accessible mental healthcare via secure video link with UK qualified therapists. All of our services are online and can be accessed with nothing more than an Internet connection.

Please read these terms and conditions carefully. They cover all services that Mynurva provides including appointments conducted via videolink or phone, all self help materials that you may receive either via the platform (“web app”) or via email (“manual system”). You will be asked to agree to these terms before completing payment or creating a Mynurva account. By agreeing to this, you are agreeing in particular to our privacy policy, our cancellation policy, and the limitations on the service’s liability. If you do not agree with these terms, or are unable to comply, you should not use the service through either the web app or manual system. By engaging with our service, it is assumed that you have accepted the terms, including any amendments made if you continue usage.

Our services cover all private services and all services provided through partnerships, such as your employer, CIC or CCG. These may be provided via our primary product, Mynurva, or our secondary product, MindCareNow.

These terms also cover all related websites including:

Emergency Notice

Mynurva and all affiliates do not operate as an emergency or crisis service. If you have immediate concerns about your safety, or are experiencing a medical emergency including a mental health crisis or are having suicidal thoughts, please call 999 or local emergency service (112 if based in Europe), attend your closest A&E or contact your GP immediately. The Samaritans are also available on 116 123 in the UK. Other mental health crisis services can be found online.

About us and our service

We provide therapy and counseling services via our live video link on the web app. In the event of tech failure including lack of bandwidth on part of either the client or the therapist, the consultation may be moved to a phone consultation via a private number.

All services are provided by UK qualified therapists or counsellors. The initial appointment is usually provided by a PWP, unless the client has already indicated that they will require higher intensity care.

What our services cover

  • Remote video consultations via our Mynurva videolink
  • Remote audio consultations via our Mynurva videolink or a phone call via a withheld number
  • Emails to support bookings and logistics
  • Phone calls to support bookings and logistics
  • Self help documents including information sheets, worksheets and diaries at recommendation of a therapist
  • Healthcare records

 Types of therapy provided by Mynurva include:

  • CBT Step 2
  • CBT Step 3
  • CBT Step 4
  • Counselling 
  • Bereavement Counselling
  • EMDR
  • IPT

Our therapists will refer internally whenever possible. If your therapist believes either at assessment or part way through treatment, that another type of therapy would be suitable, they will provide recommendations and advice to support you in receiving the correct care for you. Please see “Referral to external services”.

You should not stop or change your medicines based on engagement with our service. Our therapists cannot and will not prescribe medication or make recommendations for your medication. They may suggest that you repeat information that you have shared with them with your GP, if they think that it may alter any prescription or medical advice.  Any decisions affecting your health should be made in consultation with your GP.

Your information

What information do we need from you?

Our services are dependent upon the information that you provide us with. These include details given at registration of the account, and throughout the appointment. 

Initial information includes:

  • Name
  • Contact information including an email or phone number
  • Which country you currently live in
  • Confirmation that you are over 18
  • Confirmation that you are not currently under the care of a hospital team

If you are using the Mynurva service through one of our partners, we may request additional information as dictated by the partner. 

Please ensure that:

  • All information is accurate and kept up to date
  • You inform us if any information becomes out of date
  • You report any change in condition 

If you do not provide sufficient personal information to our therapists, they may not be able to continue with treatment.

How will we use your data?

Your data is primarily used by your therapist and their supervisor to provide you with the best possible care. 

If you have accessed Mynurva via a partner (if you are not paying for your care yourself), we will not share identifiable information with the partner. They will however have access to anonymised data to be able to evaluate the impact of our service against their KPIs and service level agreement. We will not share any information with your employer or university without your permission.

Sharing data with your doctor or other healthcare providers

If you have been referred to us through your GP, we will require your GP surgery and information including notes and discharge details may be shared. You may request a copy of the information shared with your GP.

If you have not been referred to Mynurva by your GP, we will not share any information with your GP or any other medical personnel outside of Mynurva without your permission, unless our therapist believes you to be at high and immediate risk – please see “ Our Duty of Care”.

Sharing data with your referring organisation

If you have been referred to us via one of our partners (such as your company, a HR organisation or EAP, charity, university etc), you agreed to the sharing of your information between Mynurva and your Referring Organisation to support your treatment with us. Ordinarily, this relationship is in place if the Referring Organisation is funding your treatment.

Accessing therapy with Mynurva

A range of mental health interventions and psychological interventions have been shown to have benefits for those clients who follow through with their engagement. They can lead to improved relationships, healthy solutions to specific problems, and significant increases in mental clarity and emotional balance.

We will be involved in a collaborative process with the intention of us building a relationship where you feel able to explore your thoughts, emotions and behaviors, particularly those which may be causing you distress, impeding progress in achieving your life goals, and/or getting in the way of your ability to find fulfillment and meaning in your life.

Whilst accessing therapy, our therapists will adhere to our Informed Consent Contract. Please familiarise yourself with this as your Terms of Therapy.

Our Duty of Care

If our therapist believes that you are at high and immediate risk – either to yourself or someone around you, they have a duty of care to help you get the care that you need. To do this, they may have to break confidentiality to speak either with emergency services, another healthcare professional, or someone in your immediate vicinity who can help you. If they believe it necessary to take this step, they will inform you at the time, and you will also receive an email to explain what happened and why. 

Research

To improve our services, we occasionally work with partner organisations to evaluate our processes and analyse our data. The data will always be anonymised; no identifiable data will ever be shared for research purposes without your consent. 

Data protection

Mynurva complies with data protection laws including the data protections articles (2018) and GDPR. Under these, you are entitled to:

  1. The right to be informed
  2. The right of access
  3. The right to rectification
  4. The right to erasure
  5. The right to restrict processing
  6. The right to data portability
  7. The right to object

Technical requirements

The web app operates via an internet browser, and can be used on latest versions of Google Chrome, Samsung Internet, and Safari. It does not function fully on Microsoft Edge.

It requires a consistent Wifi connection or 4G. It will not operate with 3G or 2G connections.

Occasionally, we will run updates to the platform. During this period, the platform may not be accessible. You will be informed of this ahead of time, and we will endeavor to run updates requiring a pause in service either overnight or at a time selected to minimise disruption. No downloads or updates will be required on your device. Depending on the update, you may need to re-accept terms before accessing the platform.

You may access the platform through any internet enabled device including laptops, desktops computers, tablets and smartphones. It should not be accessed via Kindle or landline phone.

We are not responsible for non-delivery of services due to insufficient client internet connection or use of an inappropriate device.

Communicating with us

By entering your phone number and email address, you are consenting to this contact information being shared with your therapist, and for any Mynurva staff member or therapist contacting you directly. 

You should be contactable by email or phone immediately before or during your appointment time in case of technical failure, and within a reasonable timeframe in case of any requested changes. 

We do not tolerate offensive language, behaviour or abuse directed at any of therapists, Mynurva staff or partners. We withhold the right to stop treatment with no recourse to refund in case of abusive language or behaviour.

Cancellations

You may cancel an appointment at any time, however the timing of your cancellation may impact your eligibility for a refund. Please see the section ‘Refunds and rescheduled appointments’. 

Cancellations should be made via the platform to ensure that the 24 hours limitation for refunds can be accurately applied. If you choose to cancel via phone or email, please be aware that it may take some time for this to be processed.

Rescheduling your appointment and requesting a refund

Rescheduling an appointment

You may reschedule your appointment in the following circumstances:

  • You have booked an appointment and wish to cancel with more than 24hrs notice
  • Your therapist is more than 10 minutes late to an appointment or does not attend
  • At the discretion of the Mynurva team

In these instances, the relevant number of credits will be added to your account. Please note that it may take up to 48hrs to process. It is your responsibility to reschedule the appointment for a time that suits you.

We cannot allow appointments to be rescheduled if they are amended with less than 24hrs notice, or if you do not attend.

Refunds

Refunds can be requested if we are unable to provide the service.

Refunds will not be given if:

  • You cancel an appointment with less than 24hrs notice
  • You do not attend an appointment 
  • You leave an appointment part way through the time 
  • You have purchased appointments but not made a booking

A refund to your card or bank account may take up to 10 working days from authorisation by the Operations Manager to process. Your therapist is not able to authorise refunds.

Delayed start of appointment

All appointments are limited to 50 minutes from the start time of the appointment. If you are late to an appointment, you are entitled to complete the rest of the time, but will not receive additional time at the end of the appointment.

If the appointment starts up to 10 minutes late due to lateness on the part of the therapist, you will receive the full 50 minute appointment. If the therapist is more than 10 minutes late, you have the right to request either that the appointment is rearranged, or that a full 50 minutes is completed from the time that the therapist logs on, depending on the therapist’s availability. If the therapist has another appointment immediately after yours, they may be unable to complete a full 50 minutes. At this stage, you may request to reschedule the appointment, continue the appointment until the scheduled end time, or a refund.

Regulation of our service

All of our therapists hold UK qualifications as a Psychological Wellbeing Practitioner, Counsellor or Higher Intensity Therapist. They are all covered by UK based Professional Indemnity Insurance, as well as Employers Liability Insurance.

All therapists are required to engage in ongoing professional development and supervision. Supervision is provided internally to manage risk and standardise care. Our Clinical Lead has overall responsibility for a high standard of care and can be approached with concerns. 

Therapists may approach a mental health condition in different ways and with different techniques. Provided that the course of treatment is in line with standard treatments, this difference does not indicate a differing quality of care between therapists.

Limitations and restrictions of service 

Some mental health conditions are not suitable for either the type of therapy that Mynurva offers, or remote therapy. Please refer to the exclusions, or contact the service directly via contact@mynurva.com if you wish to check suitability. 

It is possible, although unlikely, that your therapist may change their position on suitability for the service either after assessment or part way through treatment, based on the content of your discussions with the therapist. You will be provided with a recommendation for the type of treatment you require, and how to access it. As part of this, the therapist may suggest that they speak with your GP – this is your decision, and you do not need to accept this offer.

Exclusion criteria 

Mynurva is not able to treat you if any of the following apply:

  • You are under the age of 18 years
  • You are actively thinking about harming yourself or have tried to commit suicide in the past 3 months
  • You are under the care of hospital psychiatry services or have dementia
  • You have been diagnosed with a severe and enduring, unstable mental illness
  • You have been diagnosed with severe or complex personality disorder
  • You want support for managing an eating disorder or body dysmorphia
  • You want advice about managing your mental health medication
  • You have been diagnosed with an autistic spectrum disorder or learning disability which has a significant impact on day-to-day life

By engaging with the Mynurva service and agreeing to terms of use, you are confirming that you do not fit into the exclusion criteria laid out above.

Referral to external services

Occasionally, it might be beneficial and necessary to refer you to another healthcare professional either in your local area, or to a different area of therapy which Mynurva cannot provide. This decision will be made by your therapist and their supervisor, and they will explain their reasoning to you. In these cases, we would recommend that you allow us to share our assessment and overview of your condition with the external service or professional, but this is your choice, and we will not share your data without your consent.

Therapist Limitations

We do not guarantee the availability of any therapist at any specific time. A therapist may choose to refer you to a colleague based on either the requirements of your care or their time availability.

Although we will do our best to ensure that you can complete the full course of your treatment with the same therapist, we cannot guarantee this.