EasyMed Patient Terms of Use
Version 2026-10-30 ยท effective 30 October 2026
EasyMed is not an emergency service.
If you or someone else is in immediate danger or has seriously self-harmed, call 999 or go to A&E.
For urgent mental health help, call NHS 111 and choose the mental health option (England).
To talk to someone any time, day or night, call Samaritans free on 116 123.
Do not use EasyMed messages, bookings or forms to report an emergency. They are not monitored around the clock and may not be seen quickly.
1. About these terms
1.1 These terms apply when you use EasyMed to find, book and pay for appointments with a private psychiatrist or clinic, and to message them.
1.2 EasyMed is run by Ziad Soliman, a sole trader in the United Kingdom, trading as EasyMed. Email: ziad@easymed.uk. In these terms, "EasyMed", "we" and "us" mean the person who runs EasyMed.
1.3 EasyMed is currently in a pilot with invited clinicians.
1.4 Please read these terms before booking. When you create an account, you are asked to confirm that you accept these terms and the Privacy Notice. Your clinician's cancellation policy is shown before you pay.
2. What EasyMed does, and what your clinician does
2.1 EasyMed is a technology platform. It lets you find clinicians, book, reschedule and pay, complete questionnaires, join video calls, message your clinician, follow your prescriptions and care status, and see your receipts.
2.2 Your clinician provides your care, not EasyMed. Your clinician is the psychiatrist or clinic you book with. They are an independent professional, responsible for your assessment, diagnosis, treatment, prescriptions, clinical records and advice. Your contract for care is with your clinician. Your contract with EasyMed covers using the platform.
2.3 Before a clinician can be booked, EasyMed checks that they are on the GMC register with a licence to practise and a psychiatry specialty, that they have in-date medical indemnity, and their identity (an EasyMed team member sees their photo ID on a video call). Each month we automatically re-check every clinician against EasyMed's copy of the GMC register data. We do not supervise clinicians' clinical decisions.
2.4 EasyMed's AI tool may help your clinician draft reports. Your clinician reviews and approves everything, and writes the diagnosis and plan themselves. The AI does not diagnose you or decide your treatment. See the Privacy Notice.
2.5 Care through EasyMed may not suit everyone, for example if you are in crisis or need inpatient care. Your clinician may decide after an assessment that a different service is better for you and will tell you why.
3. Your account
3.1 You must be 18 or over to create an account.
3.2 Give accurate information, including your GP details where asked, and keep your login secure.
3.3 EasyMed does not use face recognition or any other biometric check. Your clinician may ask to see your ID, for example at your first video consultation or before prescribing.
3.4 3.4 You can close your account in the app. We will sign you out on all your devices and delete your login and contact details, and you will no longer be able to sign in. Your clinical record is not deleted, because your clinician must keep it for many years; see the Privacy Notice, section 6. You cannot close your account while you have upcoming confirmed appointments, so cancel them first (section 6).
4. Booking and prices
4.1 The full price of each appointment, including any fees, is shown before you pay. No extra charges are added at checkout.
4.2 A booking is confirmed only when you receive a confirmation email or notification, after payment succeeds.
4.3 Prices are set by your clinician. The amount you pay is worked out by EasyMed's system from the price stored for that clinician and appointment type at the time of booking.
4.4 You may need to complete a pre-assessment questionnaire before your appointment. Your clinician may waive this.
4.5 If the reason you give for booking suggests an emergency, you will be shown urgent help information and asked to confirm that it is not a life-threatening emergency before you can book.
5. Payment
5.1 Payment is taken at booking by card through our payment provider, Stripe, using Stripe's own payment form. EasyMed does not see or store your card details.
5.2 Prices are in pounds sterling.
5.3 5.3 You can see your receipts in the app.
6. Cancellations and refunds
6.1 Each clinician sets their own cancellation policy within the limits below. The policy that applies to you is shown before you pay.
6.2 Default policy (unless your clinician's policy says otherwise):
| Situation | Refund |
|---|---|
| You cancel 48 hours or more before the appointment start time | Full refund |
| You cancel less than 48 hours before the start time | No refund (your clinician may set a smaller late cancellation fee, so you get part of your money back) |
| You do not attend without contacting the clinic | No refund |
| Your clinician cancels, or does not attend, at any time | Always a full refund, or a free rebooking if you prefer. When your clinician cancels in the app, the refund is sent automatically. |
| A technical fault on EasyMed's side stops the appointment going ahead | Full refund or a free rebooking, as you choose |
6.3 Limits on clinician policies. A clinician's policy must:
- (a) give a full refund if the clinician cancels;
- (b) not set a no-refund window longer than 30 days before the appointment;
- (c) not keep more than the full appointment fee;
- (d) be shown clearly before payment.
6.4 Rescheduling. You can move an appointment in the app free of charge if you do so at least 24 hours before it, subject to availability. Your payment moves with the appointment. Your clinician may also move an appointment; you will be told by email and text message. If the new time does not suit you, contact your clinician.
6.5 Exceptional circumstances. Clinicians are encouraged to waive late-cancellation charges for genuine emergencies, such as hospital admission or bereavement. Contact your clinician.
6.6 How refunds are paid. Refunds go back to the card you paid with. When you cancel in the app, the refund owed under the policy is worked out and sent to Stripe straight away. Your bank may take 5 to 10 working days to show it.
6.7 How to cancel. Use "Cancel appointment" in the app, up to 2 hours before the start time. Closer to the start time, contact your clinician. Before you confirm, the app shows how much you will get back. The time we receive your cancellation is the time recorded by EasyMed.
7. Your legal rights as a consumer
7.1 Nothing in these terms affects your statutory rights.
7.2 Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill and as described. If they are not, you may be entitled to a repeat performance or a price reduction. Unfair terms are not binding on you.
7.3 14-day cancellation right. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give a 14-day right to cancel contracts made online. Regulation 6(1)(c) excludes healthcare services provided by health professionals, so this right is unlikely to apply to clinical appointments. The cancellation policy in section 6 applies instead.
7.4 If you have a complaint about the platform (booking, payments, technical problems), contact EasyMed at ziad@easymed.uk.
7.5 If you have a complaint about your care, contact your clinician or clinic first; they must have a complaints procedure. If it is not resolved, you can contact:
- the Independent Sector Complaints Adjudication Service (ISCAS), if your clinician subscribes;
- the CQC (it does not resolve individual complaints but uses them to monitor services);
- the GMC, about a doctor's fitness to practise.
7.6 For data protection complaints, see the Privacy Notice.
8. Using EasyMed properly
You must not misuse the platform, book appointments for someone else without their permission, upload harmful files, try to access other people's information, or abuse or threaten clinicians or staff. We may suspend accounts that do.
9. Our responsibility to you
9.1 We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill in running the platform.
9.2 We are not responsible for the clinical care your clinician provides. Your clinician is responsible for that, and must have medical indemnity cover.
9.3 We do not limit liability for death or personal injury caused by our negligence, for fraud, or where the law does not allow it.
9.4 We do not guarantee the platform will always be available. We will try to give notice of planned maintenance.
10. Video consultations and messages
10.1 Video calls run on the video service your clinician uses: Google Meet, set up through EasyMed, or another service your clinician chooses (for example Zoom or Microsoft Teams). The app opens the link in your browser or the video service's app. Join from a private place, using a secure connection.
10.2 10.2 EasyMed does not record consultations and does not turn on recording. Please do not record them without your clinician's agreement.
10.3 If the call fails and cannot be restarted, your clinician will offer a phone call, a rebooking or a refund.
10.4 10.4 Messages. You can message a clinician you have an upcoming appointment with, or saw in the last 12 months, if they have messaging turned on. You can attach JPG, PNG or PDF files under 5 MB.
10.5 Your clinician sets how quickly they usually reply. Messages are not for emergencies and are not monitored around the clock, by your clinician or by EasyMed.
10.6 If a message you send contains words that suggest you may be in crisis, the app shows you urgent help numbers and your clinician gets an "urgent attention" alert. This is an automatic word check and can miss things. If you need urgent help, call 999, NHS 111 or Samaritans.
10.7 10.7 To keep the service working for everyone, you can send up to 10 messages a minute and 100 a day.
11. Changes to these terms
We may update these terms. The version you agreed when you booked applies to that booking. We will tell you about significant changes before they apply to future bookings.
12. Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring claims in your local courts, and your local consumer law protections still apply.
Reminder: EasyMed is not for emergencies. Call 999, NHS 111 (mental health option), or Samaritans 116 123.