Terms & Conditions

1. About These Terms

These Terms and Conditions ("Terms") govern your use of practicewize ("the Platform", "we", "us", "our"), a practice management system designed for therapists and counselling professionals.

By creating an account or using the Platform, you agree to be bound by these Terms. If you do not agree, you must not use the Platform.

2. Eligibility & Professional Responsibility

The Platform is intended for use by qualified or trainee therapy professionals and organisations providing therapeutic services.

You remain solely responsible for:

• Your professional conduct
• Compliance with your ethical body
• Clinical decision-making
• The accuracy and legality of any data you upload

We do not provide clinical advice and are not responsible for therapeutic outcomes.

3. Account Registration & Security

You are responsible for:

• Maintaining the confidentiality of your login details
• All activity carried out under your account

You must notify us immediately if you suspect unauthorised access.

4. Data Ownership

4.1 Your Data

You retain full ownership of all client personal data you upload to the Platform, including (but not limited to):

• Names
• Contact details
• Session notes
• Assessments
• Communications
• Documents

We act as a data processor for this data.

5. Platform Usage Data & Analytics

5.1 Anonymised & Aggregated Data

By using the Platform, you grant us permission to collect, analyse, and use anonymised and aggregated usage data for the purposes of:

• Improving the Platform
• Developing new features
• Understanding usage trends
• Producing internal analytics
• Creating industry-level insights

This data does not identify you, your clients, or your practice. Examples of such data may include (but are not limited to):

• Number of sessions per therapist
• Appointment times and durations
• Cancellation and no-show rates
• Platform feature usage
• Average booking patterns

5.2 No Personal or Client Identification

We do not use:

• Client names
• Client contact details
• Session content
• Clinical notes
• Any identifiable personal data

for analytics, benchmarking, resale, or marketing purposes. All usage data is:

• Fully anonymised
• Aggregated across multiple users
• Not traceable back to an individual therapist or client

5.3 Benchmarking & Insights

We may use anonymised data to generate:

• Platform benchmarks
• Usage reports
• General insights shared with users

Any such insights will always be presented at a group or industry level.

6. Data Protection & GDPR

We comply with applicable UK GDPR and data protection legislation.

• Therapists remain the data controller for client data
• We act as a data processor
• The terms on which we process client data on your behalf are set out in Section 14 (Data Processing Addendum)
• Further details are set out in our Privacy Policy

You are responsible for ensuring:

• You have lawful grounds to process client data
• Clients are informed that you use third-party software

7. Availability & Service Levels

We aim to provide a reliable service but do not guarantee:

• Continuous availability
• Error-free operation

Scheduled maintenance or unforeseen outages may occur.

8. Payments & Subscriptions

Subscriptions are billed in advance on a monthly or annual basis. Free trials, if offered, may be withdrawn or modified at any time.

Failure to pay may result in account suspension.

9. Termination & Data Export

You may cancel your account at any time. Upon termination:

• You will have a reasonable opportunity to export your data
• After that period, data may be securely deleted
• Anonymised, aggregated usage data may be retained

10. Intellectual Property

All Platform software, branding, design, and content remain our intellectual property. You may not:

• Copy
• Reverse engineer
• Resell
• Sub-license

any part of the Platform without permission.

11. Limitation of Liability

To the fullest extent permitted by law:

• We are not liable for indirect or consequential losses
• We are not responsible for loss of data caused by factors outside our control
• Our total liability is limited to the amount paid by you in the previous 12 months

12. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via the Platform or email.

Continued use constitutes acceptance.

13. Governing Law

These Terms are governed by the laws of England and Wales.

14. Data Processing Addendum (DPA)

This Section 14 forms part of these Terms and constitutes the data processing agreement required by Article 28 of the UK GDPR. It applies to all personal data relating to your clients that you enter into, or that is generated through your use of, the Platform ("Client Data"). In respect of Client Data, you are the data controller and we are the data processor.

14.1 Details of Processing

• Subject matter: the provision of the practice management Services described in these Terms
• Duration: the period during which you hold an account, plus the deletion period in Section 14.8
• Nature and purpose: storing, organising, and transmitting Client Data to provide scheduling, client records, intake forms, questionnaires, contracts, invoicing, video sessions, and client communications — including sending appointment, billing, and form-related emails to your clients from a practicewize email address on your behalf. Replies and automatic replies to that address may transit our systems and are deleted promptly and not used for any other purpose.
• Categories of data: names, contact details, appointment and payment records, intake and questionnaire responses, session notes, documents, and communications — which may include special category (health) data
• Data subjects: your clients and, where applicable, their parents, carers, partners, or funding organisations

14.2 Our Instructions

We process Client Data only on your documented instructions, which consist of these Terms, your configuration and use of the Platform features, and any other written instructions you give us — unless we are required to process it otherwise by law, in which case we will inform you before processing unless the law prohibits this. We will tell you if we believe an instruction infringes data protection law.

14.3 Confidentiality

We ensure that any person we authorise to process Client Data is bound by a contractual or statutory duty of confidentiality, and that access is limited to what is necessary to provide and support the Services.

14.4 Security

We implement appropriate technical and organisational measures to protect Client Data, taking into account that it may include special category data. These include encryption of data in transit and of sensitive fields at rest, access controls, and regular security updates, as further described in our Privacy Policy and Security page.

14.5 Sub-processors

You give us general authorisation to engage sub-processors to help provide the Services. Our current sub-processors are:

• Stripe — payment processing
• Amazon Web Services — file and document storage
• 8x8 (Jitsi as a Service) — video sessions
• Google — calendar synchronisation, where you connect it
• Our hosting and email delivery providers — infrastructure and transactional email (current list available on request)

We impose data protection obligations on each sub-processor that are no less protective than those in this Section 14, and we remain responsible to you for their performance. We will give you notice of any intended addition or replacement of a sub-processor via the Platform or email, and you may object on reasonable data protection grounds; if we cannot resolve your objection, you may terminate your account under Section 9.

14.6 Assistance

Taking into account the nature of the processing, we will assist you — through the Platform's export, correction, and deletion features and, where needed, direct support — in responding to data subject requests (access, rectification, erasure, and the other rights in UK GDPR) and in meeting your obligations regarding security, breach notification, and data protection impact assessments.

14.7 Personal Data Breaches

If we become aware of a personal data breach affecting Client Data, we will notify you without undue delay and provide the information reasonably required for you to meet your own notification obligations to the ICO and affected individuals.

14.8 Deletion and Return

You can export Client Data at any time using the Platform's export features. Following termination of your account, we will retain Client Data for 30 days so you can complete your export, after which we will securely delete it within 90 days, except where the law requires us to retain it. Anonymised, aggregated data that cannot identify you or your clients may be retained as described in Section 5.

14.9 Information and Audit

On written request, we will make available the information reasonably necessary to demonstrate our compliance with this Section 14, and will allow for and contribute to audits or inspections you conduct or mandate — no more than once per year unless required by a supervisory authority, on reasonable notice, and without access to other customers' data.

14.10 International Transfers

Where Client Data is transferred outside the UK, we ensure an appropriate safeguard is in place, such as a UK adequacy decision or standard contractual clauses with the UK Addendum, including in our contracts with sub-processors.

If there is any conflict between this Section 14 and the rest of these Terms in relation to Client Data, this Section 14 prevails.

This Data Processing Addendum is provided for general information and does not constitute legal advice. We recommend that both parties seek independent legal advice on their data protection obligations.