TERMS AND CONDITIONS
VÕS HELP TERMS AND CONDITIONS
Last updated: 2 September 2026
1. About VÕS
These Terms and Conditions govern your use of the VÕS HELP website, mobile applications and related services.
VÕS HELP Limited (“VÕS”, “we”, “us” or “our”) operates a digital mental health and wellbeing platform that enables users to connect with qualified human professionals.
By creating an account or using VÕS, you agree to these Terms.
2. Age Requirement
You must be at least 13 years old to use VÕS.
Users aged 13 to 17 may use VÕS subject to the additional safeguarding, privacy and service arrangements applicable to young people.
Children under 13 must not independently register for or use VÕS.
3. What VÕS Provides
VÕS provides technology through which users can access mental health and wellbeing support from human professionals.
The precise service available may depend on the professional selected, their qualifications, availability and the service purchased or provided through an organisation.
VÕS does not guarantee that a particular professional will always be available.
4. VÕS Is Not an Emergency Service
VÕS must not be used as a replacement for emergency medical, psychiatric or police services.
If you believe that you or another person is in immediate danger in the UK, call 999 or attend an appropriate emergency department.
If you are outside the UK, contact the emergency services applicable to your location.
5. Professional Services
Professionals providing support through VÕS are required to satisfy the professional and verification requirements applicable to their role.
The nature of support provided will depend on the professional's qualifications and scope of practice.
Users should not assume that every professional available through VÕS provides the same type or level of service.
6. No Guaranteed Outcome
Mental health and wellbeing support affects people differently.
VÕS does not guarantee a particular clinical, therapeutic or wellbeing outcome from using the service.
Nothing within VÕS should be interpreted as guaranteeing diagnosis, recovery, treatment success or prevention of a particular outcome.
7. Accounts
You are responsible for maintaining the security of your account and access credentials.
You must provide information reasonably required to operate the service safely and must not impersonate another person or intentionally provide materially false information.
You must notify VÕS if you believe your account has been compromised.
8. Confidentiality and Safeguarding
VÕS aims to provide a confidential environment.
Confidentiality is subject to safeguarding and legal limitations.
Where there is a serious concern about the safety of a user or another person, VÕS or a professional may disclose relevant information to emergency services, safeguarding authorities, law enforcement or another appropriate organisation where disclosure is lawful and proportionate.
Further information is contained in our Safeguarding Policy and Privacy Policy.
9. Young People
Users aged 13 to 17 are subject to enhanced safeguarding considerations.
Being under 18 does not automatically mean that everything discussed through VÕS will be disclosed to a parent or guardian.
However, information may be disclosed where necessary and lawful to protect a young person or another person from harm.
10. Appropriate Use
You must not use VÕS to:
• threaten or deliberately abuse professionals or other users
• harass another person
• engage in unlawful activity
• impersonate another person
• attempt to compromise the platform's security
• distribute malware or malicious software
• obtain unauthorised access to information
• exploit a child or vulnerable person
• record, distribute or commercially exploit another person's confidential communications without lawful authority
VÕS may restrict or terminate access where necessary to protect users, professionals, the platform or others.
11. Payments
Where a service requires payment, the price will be displayed before purchase or otherwise agreed with the organisation funding the service.
Users are responsible for reviewing applicable charges before confirming a purchase.
Payment processing may be provided by third party payment providers.
Any applicable cancellation or refund rights will be handled in accordance with the service purchased, these Terms and applicable consumer law.
Nothing in these Terms removes statutory consumer rights.
12. Availability
We aim to make VÕS available reliably but cannot guarantee uninterrupted availability.
Services may occasionally be unavailable because of maintenance, technical failure, telecommunications problems, cybersecurity incidents or circumstances outside our reasonable control.
Where appropriate, we will take reasonable steps to restore service.
13. Intellectual Property
The VÕS name, branding, platform, software, website content and associated intellectual property belong to VÕS HELP Limited or its licensors unless stated otherwise.
You may use the service for its intended personal or authorised organisational purpose but may not reproduce, sell, reverse engineer or commercially exploit protected VÕS materials except where permitted by law.
14. Privacy
Our handling of personal information is governed by our Privacy Policy and applicable data protection law.
Because VÕS provides mental health and wellbeing services, information provided through the service may include special category health information and will be handled accordingly.
15. Suspension and Termination
VÕS may suspend or terminate access where reasonably necessary because of:
• serious or repeated breach of these Terms
• abusive or unlawful behaviour
• safeguarding concerns
• security risks
• fraud
• misuse of the platform
• legal or regulatory requirements
Where appropriate and safe, we will explain the reason for suspension or termination.
16. Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to applicable law, VÕS is not responsible for losses caused solely by circumstances outside our reasonable control.
Nothing in these Terms affects statutory rights available to consumers.
17. Changes to the Service or Terms
VÕS may update the service and these Terms to reflect operational, legal, regulatory, security or service changes.
The current Terms will be published through the VÕS website or application.
Where a change materially affects users, reasonable steps will be taken to communicate it.
18. Complaints
If you are dissatisfied with VÕS or a service provided through the platform, please contact VÕS using the contact details provided on our website.
Complaints involving safeguarding, professional conduct or data protection may be handled under the relevant specialist procedure.
19. Governing Law
These Terms are governed by the laws of England and Wales.
Nothing in this section deprives a consumer of any mandatory protections or rights available under applicable law.
20. Contact
VÕS HELP Limited
United Kingdom