Termos e Condições

These terms may have to be changed or amended from time to time.

These terms were last updated on:

24th August 2025.

Welcome to The Cognitive Collective Ltd. These Terms & Conditions (“T&C”) govern your access to and use of our website, services, and any related content (collectively, the “Services”). By using our Services, you agree to comply with and be bound by these T&C. If you do not agree, please do not use our Services.

This Website is owned and operated by or on behalf of The Cognitive Collective Ltd., also referred hereafter as “we”, “us” or “our”.

We provide mental health services, including therapy sessions and autism assessments, tailored for neurodiverse individuals. Our services are designed to support mental wellbeing but do not replace medical treatment or emergency care.

The Cognitive Collective Ltd. is a company registered in England and Wales
Registered Company Name: The CBT Collective LTD

Registered Company Number: 16261982
Registered Company Office: 10 Skipper Close, Aylesbury, Buckinghamshire, HP19 9BX

If you have any questions about The Cognitive Collective's services or would like to contact us for any reason whatsoever, please email us at info@thecognitivecollective.co.uk or message us through the contact form on the Website.

1. Booking

The Cognitive Collective Ltd. enables individuals in the United Kingdom ("Patient/s") to connect in real time, via the following methods:

Video calls with participating clinicians (the "Clinicians") via Zoom or Google Meet. These are secure online software platforms, in order to gain qualified and professional services.
Face to face with participating clinicians (the "Clinicians") at our Cheltenham therapy rooms.

You must be at least 18 years old to use our services. If you are under 18, a parent or guardian must provide consent.

By making a booking at The Cognitive Collective Ltd, you accept that the provision of Services will occur on a private self-pay basis. The Cognitive Collective Ltd’s clinicians will not share the patient's medical information with the patient's GP unless instructed by the patient to do so. You will be presented with your options regarding medical record sharing before you start your first consultation and the choice to share your medical records is entirely yours.

You understand that by booking an appointment with The Cognitive Collective Ltd an electronic medical record ("EMR") will automatically be created on our Google Workspace Drive.

Zoom and Google Meet is accessible through all full desktop operating systems (MacOS, Windows, Linux, etc) as well as Chrome OS, Internet Explorer and all versions of Microsoft Edge. However, in some cases the assigned Clinician may opt to make the consultation happen through another software platform at the patient's discretion. The choice to use alternative software platform is ultimately up to the Clinician.

Technical or security threats or issues affecting the infrastructure may require us to suspend our services and postpone consultations to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in length, in which event you may cancel your agreement to take a consultation with us and receive a full refund.

Anti-virus software and anti-malware devices are in use on the website but we cannot guarantee that the website will be free from viruses or malicious software so please ensure anti-virus and anti-malware software are in operation on any device with which you use to access our website.

You must not attempt to gain unauthorised access to the services or Website.

When you complete your booking, which may happen over the phone, email or via our website, you accept these Terms and Conditions and our Privacy Policy

By booking a follow-up or brief follow-up appointment with The Cognitive Collective Ltd, you confirm that you have been seen previously by a clinician providing services at The Cognitive Collective Ltd.

2. Purchase and Delivery of Services

The purchase of goods or services online, usually comes with a statutory right for you to cancel your order within fourteen (14) days after the day on which the contract is entered into ("Cooling-Off Period") without giving any reason.

When you make your first appointment with us (whether by phone or online) you have the choice to waive these rights. By booking an appointment that is less than 14 days from the date of booking, you acknowledge that you have waived your statutory right to cancel during the Cooling Off period. This is so we are able instantly to start providing the Services and/or secure time with a Clinician in advance to ensure their availability.

You agree that the provision of any Services is subject to your payment in full of any costs relating to consultation, administrative and/or delivery fees that you incur in relation to the services pursuant to The Cognitive Collective Ltd Fees.

Any and all fees and charges, without exception, incurred at the time of booking are your responsibility as the account holder (If there is any question with regard to who is responsible for the fees and charges incurred, The Cognitive Collective Ltd will refer to the details provided at the time of booking and that individual shall have the legal responsibility for all fees and charges and no alternative position shall be acceptable to The Cognitive Collective Ltd) and must be pre-authorised prior to you receiving any of the services, in whole or in part, whatsoever and settled immediately after the services have been provided, in whole or in part.

You agree that any unpaid balance due hereunder shall immediately become overdue and that costs of collection, including any Court costs and reasonable legal costs shall be added as principal amounts to such balance.

The Cognitive Collective Ltd reserves the right to modify its fees and/or pricing structure at any time, at its sole discretion and implement the new fees and/or price structure at any time prior to billing you for payments due pursuant to these Terms and Conditions. You understand that services may not be provided or consultations ended or cancelled if your billing information is inaccurate, invalid, without funds (not in funds) or any pre-authorisation by us provides a negative response (as determined by The Cognitive Collective Ltd).

You expressly grant The Cognitive Collective Ltd license to pre-authorise or charge any debit and/or credit cards in your account before enabling the provision of the services (including the confirmation of an appointment time and date has been allocated to you) and you accept that failure of our pre-authorisation or authorisation processes by you is likely to result in the services not being provided to you.

3. Prescribing Medication

The Cognitive Collective Ltd does not prescribe medication.

Consultant Psychiatrists working with The Cognitive Collective Ltd will not prescribe medicines unless it is, in their professional opinion, in the best interests of their patient (and they may not be able to prescribe some medicines based on an online consultation, depending on the condition and your location).

For the purposes of this section, they will be referred to as “Consultant Psychiatrists” as opposed to “Clinicians”.

Any Consultant Psychiatrists working alongside us that have the ability to prescribe medication, are either a ‘visiting consultant’ who will work under a Cognitive Collective Ltd practicing privileges agreement, or are an external referral you have agreed to us contacting prior. Therefore anyone prescribing medication is working in a self-contained capacity. Please refer to their Terms and Conditions around prescribing medication.

Current Consultant Psychiatrists are:

Dr. Alessandro Bruno - Details can be found HERE

Dr Hayley van Zwanenberg - Details can be found HERE

You also hereby agree to contact your Consultant Psychiatrist, another doctor or a pharmacist if you have any questions or do not fully understand the reasons you have been prescribed any medication or the instructions related to the medication.

Please, note, we are not an emergency service and do not provide emergency or crisis care across any of our services or referrals. All Clinicians under The Cognitive Collective Ltd and our Consultant Psychiatrists are working in a Primary Care setting. In the event of of an emergency, please contact emergency services, your local crisis team or your GP who will be able to assist you further.

If you have any concerns over a Consultant Psychiatrist working alongside us, please contact us on info@thecognitivecollective.co.uk immediately.

5. Electronic medical records (EMR)

Your EMR is created for you by The Cognitive Collective Ltd to document (by way of consultation with your clinician), store and access your personal health information online, including medical history, current health conditions, and medications etc, and for your Clinician to record the results of his or her medical encounters with you in accordance with his or her obligations under applicable UK law. Any information provided as part of a consultation (which may be made up of video, chat messages etc) becomes part of your EMR when attached to the records by your Clinician. If you want a particular detail added to your EMR it is your responsibility to express this view to your Clinician whilst in consultation.

It is your responsibility to confirm any information during a consultation with a clinician so as to ensure the accuracy of your The Cognitive Collective EMR. The Cognitive Collective Ltd is not responsible for maintaining a complete record of all data arising from use of the Services. The Cognitive Collective Ltd reserves the right to maintain, process, review, delete or destroy all communications and materials posted or uploaded to the Google Workspace Platform. Please note that your Clinician is obliged to use the information included in your EMR solely in accordance with their legal obligations including, without limitation, obtaining any consents or authorisations that may be required for your information to be shared with other participating providers. However, by requesting a consultation you agree to disclose the full contents of your EMR to the Clinician who will conduct your consultation.

6. Consultations

Subject to availability, you can choose to book an appointment in advance. After you have requested an appointment you will be sent written confirmation of the appointment in the form of an email; if you do not receive such confirmation within 24 hours of requesting your appointment (or, if sooner, within 4 hours of the start of your intended appointment) please contact The Cognitive Collective Ltd to check we have received your booking request. The Cognitive Collective Ltd will advise you by email as soon as possible if it has to amend, change or cancel any consultation that you have booked.

You may be asked to show photographic identification, issued by the UK Government (passport or driving license) during a video consultation to enable our psychiatrists to confirm your identity before prescribing certain medication.

7. Rescheduling Appointments

At The Cognitive Collective, we understand that uncontrollable circumstances may arise, making it necessary to postpone or cancel an appointment. In these situations, we encourage clients to reach out to us as soon as possible to discuss their situation, and we will do our best to accommodate where possible.

Clients must provide at least 48 hours’ notice to reschedule a Screening or one-to-one appointment.

Due to limited availability and long waitlists for autism assessments (both ADOS and ADI-R), cancellations require at least one week’s (7 days) notice to receive a full refund and/or Reschedule an appointment.

8. Late arrival and Cancellation of Appointments

If you have booked a session in advance via the Website or through emailing The Cognitive Collective, you may arrive and enter the consultation that you have booked up until fifteen (15) minutes after the scheduled start time of that session. For example, if you have a 1 hour session booked at 3pm, you may arrive and start the consultation as late as 3.15pm, but no later.

For Autism Assessments:

(Includes all parts - ADOS-2 and ARI-R)

If you choose to cancel your appointment giving 7 or more working days' notice, we will provide a full refund.

If you request to cancel your appointment between 2 and 7 working days before the appointment, a 50% fee (of the invoice total) will be payable.

If you request to cancel an appointment within 2 working days of appointment, the full invoice amount will be payable.

For Screening and one-to-one Sessions:

If you choose to cancel your appointment giving 2 days (48 hours) notice, we will be able to refund and/or reschedule your appointment.

Cancellations or missed appointments within the 48-hour notice period will be charged at the full rate, as we are unable to fill the slot at short notice.

You may cancel any booking you have made by contacting us via email or telephone. If your cancellation is successful you will receive an email to that effect; if you do not receive the cancellation email then you must either try again or contact us.

You accept that The Cognitive Collective Ltd is not responsible and will accept no liability for any costs, expenses or losses arising from your failure properly to cancel any consultation with The Cognitive Collective Ltd. You accept that failure to cancel an appointment may lead to you being charged a cancellation fee (see below) and/or the full fee for the appointment that you failed to cancel, subject to The Cognitive Collective Ltd’s sole discretion.

We may terminate our agreement with you:

If for reasons outside our control, we are unable to provide the Services as detailed in these terms
If any fees or charges are not paid when due, and you still do not make payment within fourteen (14) days of us reminding you that payment is due on time
You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services, for example valid contact details
If you breach any of these Terms and Conditions

You must compensate us if you breach these Terms and Conditions. If this happens we may deduct from any refund due to you, or charge you, reasonable compensation for the net costs we will incur as a result of your breach. The Cognitive Collective Ltd will advise you of any termination via the contact email you have provided us with.

Missed appointments occur when either you or a Clinician is not present in the video-consultation by the start time of an appointment confirmed by The Cognitive Collective Ltd (save that you may be up to fifteen (15) minutes late, as explained above). In these instances you understand and agree that the following rules apply:

If an appointment is cancelled with more than 7 days' notice we will provide a full refund.
If an appointment is cancelled between 2 and 7 working days before the appointment, a 50% fee (of the invoice total) will be payable.
If an appointment is cancelled within 2 working days of appointment, the full invoice amount will be payable.
If a Missed Appointment occurs because a Clinician did not attend your appointment in time, we will refund the charge.

9. Refunds and Disruptions

If your consultation is determined by The Cognitive Collective Ltd (at its sole discretion) to have been disrupted, which terms shall include but not be limited to The Cognitive Collective Ltd suspension of the online Platform at the time of the appointment, a clinician ending an appointment at your request because you know them (Disrupted Consultation), The Cognitive Collective Ltd will refund the appointment.

If you think you are due a refund you must contact us as soon as possible providing details of the consultation and a full description in writing of the issue or concern you are raising.

We do not provide refunds where The Cognitive Collective Ltd is not at fault, such as in the following circumstances (which is not an exhaustive list but an indication only):

If you are unable to have a private prescription, legitimately and correctly provided, fulfilled and/or the associated medication dispensed at a pharmacy of your choice for whatever reason.
If your consultation is disrupted because of your actions, as determined by us exclusively. Where and when appropriate we will provide a refund and at our sole discretion.
If you have missed a booked appointment, as determined by us exclusively. In this instance you will be charged the cancellation fee as described above.
If a Clinician fails to attend your appointment, as determined by us exclusively, we will provide a refund.
If you do not receive a prescription or referral letter
If it took longer than the published waiting time for your consultation to start.
If you did not use all available minutes in any appointment that you have started.

10. Complaints Procedure

Our complaints procedure is outlined on the Complaints page of our website - Complaints

11. Disclaimers

Medical Disclaimers

The Cognitive Collective Ltd makes no representation or warranty as to the content of any treatment response from any clinician; Clinicians are independent contractors and not employees of The Cognitive Collective Ltd and any views expressed or advice provided by clinicians are not necessarily endorsed by The Cognitive Collective Ltd. You and your clinician are solely responsible for all information provided and/or advice given via the Semble Platform and the services.
Always seek the advice of a doctor or other qualified healthcare provider regarding any medical concerns – and before starting, stopping or modifying any treatment or medication.
The Cognitive Collective Ltd does not guarantee that a video/chat/picture message consultation is the best course of accessing advice or indeed the appropriate course of treatment for your healthcare concern or medical issue. You agree to contact your The Cognitive Collective Ltd consultant or your GP immediately should your condition change or your symptoms worsen (if you are not registered with a UK doctor you agree to contact your local walk-in centre or hospital for advice). If you require urgent care, you should contact your nearest emergency services centre immediately.

Content Disclaimers

No information whatsoever or howsoever found on this website or the Semble Platform, (other than advice provided by a clinician in a consultation) should be relied on as medical advice, professional or otherwise. Nothing contained on the Online Platform or in our therapy rooms in Cheltenham, should be construed, directly or indirectly, as the practice of medicine by The Cognitive Collective Ltd, which only arranges the service of connecting you to a clinician.
The Cognitive Collective Ltd makes no warranties or representations as to the accuracy of articles and other material published on this website or the online Platform and assumes no responsibility for any consequences relating directly or indirectly to any action or inaction you take based upon such material.

General Disclaimers

We do not guarantee that the online Platform will be secure or free from bugs or viruses.

You are responsible for configuring your information technology and computer programmes in order to access the services. You should use your own virus protection software.
You are also responsible for ensuring that all persons who access the services through your internet connection are aware of and comply with these Terms and Conditions.
The Cognitive Collective Ltd makes no representations or warranties about: the satisfaction of government regulations requiring disclosure of information on prescription drug products; or any treatment, action or application or preparation of medication based on information offered or provided services.
The Cognitive Collective Ltd do not endorse the promotions, products or services of any third parties, nor does it warrant or validate the accuracy of any third-party advertisements, promotions, communications or other materials. The Cognitive Collective Ltd does not assume any responsibility or liability for the accuracy of information contained on any third-party websites.

12. DVLA & ADHD

ADHD is not an acquired condition, one is born with it. Any relevant symptoms will be present from a young age and therefore also during a driving test. If the patient passed that test, it is direct evidence that testing their driving skills during a real-life, situational examination proved that the ADHD was not affecting driving sufficiently to cause concern to a trained, statutorily qualified, examiner. In other words: a diagnosis made at a later date does not retrospectively erode the validity of the passed driving test, done previously.

The DVLA states:

You do not need to tell DVLA about your condition unless you think that it may affect your ability to drive safely.
Ask your doctor if you’re not sure if your condition will affect your driving.
If you already have a car or motorcycle licence you need to tell DVLA if:
- there is a change to your condition that may make you an unsafe driver
- you are prescribed medication that causes side effects that will affect your driving Medication for ADHD is likely to improve someone’s driving skills, if these were somehow less than optimal before treatment started.

13. Service Reliability and Warranties

The Cognitive Collective Ltd makes no warranty that the services will meet your requirements or that the Services will be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. The Cognitive Collective Ltd is not responsible for transmission errors or any corruption or compromise of data carried over local or interchange telecommunication carriers.

The Cognitive Collective Ltd will take all reasonable precautions to protect against failure of its equipment and software and will perform regular back-ups of all data stored. You acknowledge and agree that in the event restoration of data from backup is necessary, it may take several days to complete such restoration of data and resume operation of the Online Platform and/or the Services, in which circumstances any booked sessions may require re-arranging.

14. Branding and Creative Material

We own copyright and other intellectual property rights for the The Cognitive Collective Ltd Website, for our Services and their content, including the voice recordings of consultations.

You are not permitted to copy, distribute or make any business use of any material within The Cognitive Collective Ltd.

The Cognitive Collective Ltd mark, logo and combined mark and logo are our trademarks of the Company or its affiliates in the United Kingdom. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

15. No Third-party rights

Nobody else has any rights under these Terms and Conditions. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

16. Applicable law

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of the Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

17. Severability

If a court finds part of these Terms and Conditions illegal for any reason, the rest will continue in force. Each of the clauses operates separately; if any court or relevant authority decides that any clause is unlawful, the remaining clauses will remain in full force and effect.

18. Waiver

Even if we delay in enforcing any of these Terms and Conditions, we can still enforce them later. If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaching these Terms and Conditions, that will not mean that you do not have to do those things and it will not prevent us taking steps against you later.

For example, if you miss a payment and we do not invoice you but we continue to provide the Services, we can still require you to make the payment later.

The decision to assist with a patient’s Personal Independence Payment (PIP) application is at the clinician’s discretion.