Patient terms of service

1. What you're buying

An adult ADHD assessment: online questionnaires and health history, a structured interview conducted by a voice AI, review of your record by a registered specialist clinician, a video consultation with that clinician, and a signed written report giving their diagnostic opinion.

£449, paid in full when you register. It covers the whole assessment. It does not cover treatment, prescriptions, medication or anything a treatment provider charges afterwards.

Promotional codes reduce this price; the refund table applies to the amount you actually paid.

You are buying an assessment, not a diagnosis. Your clinician will tell you honestly whether you meet the criteria for ADHD. A report saying you don't is a complete assessment, delivered in full, and is not grounds for a refund.

2. What we don't do

We don't prescribe, treat, or provide ongoing care. If your clinician recommends treatment, we'll refer you to an independent treatment provider. Their fees, their availability and whether they accept your report are matters between you and them.

We don't provide an emergency service. If you need urgent help, call 999, NHS 111 (mental health option), or Samaritans on 116 123.

We can't promise your GP will take over prescribing after treatment. Shared care is your GP's and your Integrated Care Board's decision, and some refuse private diagnoses as a matter of policy.

3. Who does what

Vela provides the platform and the process. The clinical assessment, the video consultation and the report are provided by an independent registered clinician who is responsible for their own clinical judgement and holds their own professional indemnity. Their name and registration number appear on your report.

4. Your side

You're 18 or over, resident in the UK, and answer our questions truthfully. You attend the video consultation at the agreed time or give us 48 hours' notice. You don't share your login. You tell us if anything you've told us changes.

5. Cancellation and refunds

Your 14-day right. Because you buy online, you can cancel within 14 days of paying, for any reason. If we haven't started your assessment, you get a full refund. If we have, see the table below.

Starting early. Most people want to start straight away rather than wait 14 days. When you register we'll ask you to confirm two things: that you want us to begin immediately, and that you understand your right to cancel ends once the assessment is fully delivered and your signed report is issued.

If you cancel after starting but before your report is issued, we'll refund the fee less a fair amount for the work already done:

Full refund if your clinician refers you elsewhere before completing the assessment, or if we can't provide a clinician within a reasonable time.

Missed consultations. If you miss your video consultation without 48 hours' notice we'll offer one rebooking. A second missed consultation ends the assessment with no refund.

6. If something goes wrong

Email [email protected]. We acknowledge within two working days and respond within 20 working days. If your complaint concerns a clinician's professional conduct and we can't resolve it, you can raise it with the General Medical Council or the relevant professional regulator.

7. Our liability

We'll perform the service with reasonable care and skill. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything that can't be excluded by law. Subject to that, we're not liable for losses that weren't a foreseeable result of our breach, and our total liability to you is limited to the fee you paid.

8. General

Governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings in your local courts. If any part of these terms is unenforceable, the rest still applies. We may update these terms; the version you accepted at registration applies to your assessment.