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Terms of Service

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MHW Foundation.

Last Updated: 23 November 2025

1. Introduction

These Terms of Service (“Terms”) govern the provision and use of mental health, wellbeing, therapeutic, and community support services (“Services”) delivered by MHW Foundation CIO (“MHW”, “we”, “our”, “us”).

By accessing or engaging with our Services, you (“Service User”, “you”) agree to be bound by these Terms and all applicable legislation, including but not limited to the Data Protection Act 2018 and the UK GDPR.

2. Organisational Status

MHW Foundation CIO is a registered UK Charity registration no. 1217124

We provide funding for those that are eligible for mental health support across the UK.

3. Scope of Service Provision

MHW delivers a range of Services, including but not limited to:

  • Funded therapy delivered by a 3rd party qualified / accredited therapist
  • Referral based support through our network partners (e.g., food banks, charities, local authorities, schools, employers)

MHW may amend, expand, suspend, or discontinue Services at any time in line with operational or clinical governance requirements.

4. Non-Emergency Status

MHW does not operate as an emergency, urgent care, or crisis intervention service.

Service Users experiencing acute risk must contact:

  • 999 (emergency services)
  • 111 (urgent medical help)
  • NHS Crisis Teams in their local area
  • Samaritans (116 123)

This requirement is reiterated at referral and intake stages.

5. Eligibility & Access Criteria

Access to Services may be subject to:

  • Age requirements
  • Residency within a funded area
  • Referral pathways
  • Clinical appropriateness
  • Availability of funded sessions
  • Risk assessment outcomes

MHW reserves the right to decline or withdraw service provision where clinical, safeguarding, or safety concerns arise.

6. Service User Responsibilities

Service Users agree to:

  • Provide accurate and up-to-date personal information
  • Attend scheduled appointments or give appropriate notice of cancellation
  • Follow reasonable instructions of clinicians and staff
  • Engage in a respectful, safe, and non-abusive manner
  • Not misuse digital platforms, online portals, or support channels

Failure to adhere may result in withdrawal of service.

7. Clinical Governance & Quality Assurance

MHW operates under governance systems consistent with NHS and voluntary sector best practice, including:

  • Safeguarding policies (Adults & Children)
  • Information governance and data security procedures
  • Incident reporting frameworks
  • Risk assessment and management processes
  • Continuous service improvement mechanisms

All therapists are appropriately qualified, registered, or supervised according to their professional body standards.

8. Safeguarding

We comply with statutory safeguarding duties under:

  • The Care Act 2014
  • Children Act 1989 & 2004
  • Working Together to Safeguard Children (2023)
  • NHS Safeguarding Standards

Where a safeguarding concern arises, MHW may share information with appropriate authorities in accordance with legal requirements and legitimate interests.

9. Data Protection & Confidentiality

MHW handles all personal data in compliance with:

  • UK GDPR
  • Data Protection Act 2018
  • ICO guidance

Data may be shared only where:

  • Necessary for the delivery of care
  • Required by law
  • Required to safeguard a vulnerable person
  • Consent has been appropriately given

A full explanation is available in our Privacy Policy.

10. Fees, Funding & Financial Arrangements

Services may be:

  • Fully funded by grants, charitable income, or partner organisations
  • Partially funded with co-payment
  • Privately paid where applicable

Service Users will be notified of any costs prior to engagement.

11. Appointment & Cancellation Policy

To ensure responsible use of funded sessions:

  • 24 hour’s notice is required to cancel
  • Late cancellations or non attendance may result in loss of allocated sessions or charges where applicable
  • Persistent non attendance may result in closure of the case

12. Limitation of Liability

To the maximum extent permitted by law, MHW is not liable for:

  • Indirect, consequential, or non-foreseeable losses
  • Losses arising from Service User actions outside of sessions
  • Situations where incomplete or inaccurate information was provided to MHW
  • External factors beyond our reasonable control

Nothing in these Terms limits liability for negligence causing death or personal injury.

13. Third-Party Services & Partners

MHW may work with third parties or refer Service Users to external agencies.

We are not responsible for:

  • The content, safety, or accuracy of external services
  • Decisions, actions, or policies of third party organisations

14. Amendments to Terms

These Terms may be updated to reflect:

  • Regulatory changes
  • NHS partnership requirements
  • Commissioning standards
  • Organisational policy updates

Updated Terms will be published on our website.

15. Contact & Complaints

For questions or formal complaints:

MHW Foundation

United Kingdom

Email: info@mhw-foundation.org

We follow a transparent complaints procedure aligned with sector standards.

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