Terms & Conditions

1. About these terms

These Terms and Conditions (“Terms”) govern your access to and use of the attune platform at attune-therapeutics.uk (the “Platform”) operated by Attune Therapeutics Limited (“attune”, “we”, “us”, “our”), a company registered in England and Wales. ICO registration: 00014027351.

By creating an account, completing an assessment, or using any feature of the Platform, you confirm that you have read, understood, and agree to be bound by these Terms.

2. What attune is and is not

attune is a technology platform that facilitates connections between adults seeking therapy in the United Kingdom and independent, registered psychotherapists, counsellors, and similar mental-health practitioners (“Therapists”).

attune is not a healthcare provider, clinical service, regulated medical body, or insurer. We do not provide therapy. We do not diagnose, treat, prescribe, or supervise any clinical care. The clinical relationship is between you and the Therapist you choose to work with. The Therapist is solely responsible for the clinical content, conduct, and quality of your sessions.

attune is not an emergency or crisis service. If you are in crisis or need urgent help, contact emergency services or Samaritans (116 123) immediately. See our Trust & Safety page for the full crisis-resource list.

3. Eligibility

To use attune you must be:

• Aged 18 or over
• Resident in the United Kingdom
• Legally capable of entering into a binding contract
• Acting on your own behalf, except where you create an account jointly with a partner under our couples-matching feature

If you are under 18, you may not use the Platform. We do not knowingly collect data from minors.

4. Account registration

To complete the matching assessment and book sessions, you must create an account. You agree to provide accurate, current, and complete information and to keep that information up to date. You are responsible for the security of your account credentials. Notify us immediately at [email protected] if you suspect unauthorised access.

5. The matching service

The Platform asks you to complete an assessment (the “attune Index”) designed to surface your communication style, emotional needs, and working preferences. Your responses are mapped onto a multi-dimension profile and matched against profiles of registered Therapists who have completed an equivalent assessment.

The matches we present are suggestions only. You are free to accept any match, decline any match, request additional matches, or stop using the service at any time. The matching score reflects compatibility on relational dimensions only - it does not predict clinical outcomes and is not a diagnostic tool.

We make no guarantee that the matching will produce any particular therapeutic outcome, nor that any specific Therapist will be available, nor that the relationship between you and a chosen Therapist will be a fit. If a match is not right for you, you can request a different match at any time through your account. Session refunds are governed by our Refund & Cancellation Policy.

6. Booking and payments

Sessions are booked directly with your chosen Therapist through the Platform. Each Therapist sets their own session rate. Payments are processed by Stripe and charged to the payment method on your account at the time of booking.

attune charges a platform commission of 15% of the session fee, deducted before payment is remitted to the Therapist. The commission covers payment processing, booking infrastructure, secure messaging, and the matching service.

VAT. Therapy provided by qualified practitioners on a UK statutory register is exempt from UK VAT under VATA 1994 Schedule 9 Group 7 (Health and Welfare). Where applicable, the commission element is subject to UK VAT and is shown separately on receipts.

7. Cancellation, refunds, and your right to cancel

Each Therapist’s cancellation policy is displayed at the time of booking. Our platform-level policy applies a single 24-hour cutoff to the refund decision:

• 24 hours or more before the session: full refund
• Less than 24 hours before the session:no refund (Therapist’s late-cancellation fee applies)

Where less than 24 hours’ notice has been given, the Therapist may, at their discretion, offer to rearrange the session for another available slot within the same Monday-to-Friday working week. A rearranged session is treated as the original; no refund is due. The offer is goodwill and not a guaranteed right.

You will receive a full refund regardless of timing for: Therapist-initiated cancellations; Platform technical failures that prevent the session taking place; and bereavement, illness, or safeguarding events (contact [email protected] with brief context).

Consumer cooling-off rights (Consumer Contracts Regulations 2013): you have a 14-day right to cancel your purchase of a session that has not yet taken place. If you wish to start the session before the 14-day period ends, you must expressly waive your right to cancel; from that point the standard 24-hour policy applies.

Full detail in our Refund & Cancellation Policy.

8. Your responsibilities and acceptable use

You agree to:

• Provide truthful information in your assessment and account profile
• Communicate respectfully with Therapists and platform staff
• Not impersonate any other person or misrepresent your identity
• Not use the Platform for any unlawful purpose, harassment, or to share illegal content
• Not attempt to access any part of the Platform you are not authorised to access, reverse-engineer, scrape, or copy any part of the Platform

Full provisions are set out in our Acceptable Use Policy.

9. Confidentiality and data

Your interactions with a Therapist on the Platform are subject to ordinary therapeutic confidentiality, with limited exceptions described in the Therapist’s own confidentiality policy and our Disclaimer & Crisis section on Trust & Safety (e.g. risk of serious harm to self or others, court order, safeguarding obligations).

How we collect, use, and protect your personal data is set out in our Privacy Policy. By using the Platform you confirm you have read it.

10. Intellectual property

The Platform, the attune Index, and all associated content (other than user-generated content and Therapist-created content) are owned by attune or our licensors. You are granted a limited, non-exclusive, non-transferable licence to use the Platform for personal, non-commercial use only.

11. Liability

To the fullest extent permitted by law, attune’s total aggregate liability to you for any claim arising from these Terms is limited to the total amount you have paid to attune in commission fees in the twelve months preceding the claim. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

attune does not provide therapy and is not liable for the clinical conduct, decisions, or outcomes of any Therapist. The Therapist is independently liable for their own professional services. Each Therapist holds their own professional indemnity insurance, which we verify at onboarding against their professional body’s register.

12. Termination

You may close your account at any time through your profile settings or by contacting us at [email protected]. We may suspend or terminate your account if you breach these Terms or use the Platform in a way we consider materially harmful, with reasonable notice where possible. On termination we will delete or anonymise your data in accordance with our Privacy Policy and applicable retention requirements.

13. Changes to these Terms

We may update these Terms from time to time. Where changes are material, we will notify you in advance by email or through the Platform. Continued use after the effective date of the updated Terms constitutes acceptance.

14. Governing law and disputes

These Terms are governed by the laws of England and Wales. The courts of England and Wales have non-exclusive jurisdiction over any dispute. If you wish to raise a complaint, please first see our Complaints Policy.

15. Contact

Attune Therapeutics Limited
Email: [email protected]
ICO registration: 00014027351