Legal

Part C. Terms for Psychological Services

9. What these service terms cover

This Part applies to every application, booking and provision of an individual psychological consultation or ongoing therapy session through Gangatu.

It is intended to provide clear information before you decide whether to apply or book. It forms part of the contractual conditions accepted when a session is booked. The private Clinical Service Agreement and informed-consent documentation supplied after professional acceptance provide further clinical detail.

10. Psychological services currently offered

10.1 One-off or initial consultation

A one-off or initial consultation is an individual online appointment lasting approximately 60 minutes. The current fee is EUR 250.

It may be used as a stand-alone consultation about a defined concern or as the first step in considering ongoing therapy. Depending on the purpose of the appointment, it may include discussion of the presenting concern, relevant background, an initial professional formulation and possible recommendations or next steps.

A single consultation is limited by its duration and the information available. It does not normally constitute a comprehensive psychological assessment, formal diagnosis, written report, certificate, forensic opinion or commitment to provide continuing care.

Completing an initial consultation does not guarantee that ongoing therapy will be offered. The psychologist and client will consider whether further work is appropriate.

10.2 Ongoing therapy

Ongoing therapy consists of individual online sessions lasting approximately 50 minutes. The current fee is EUR 120 per session.

Ongoing therapy is available only after an initial consultation and express confirmation from Gangatu that continuing work is appropriate and available. The proposed focus, frequency and practical arrangements will be discussed with the client and may be reviewed as the work develops.

Therapy does not have a guaranteed duration or outcome. The client may decide to stop at any time, subject to the cancellation terms for appointments that have already been booked.

10.3 Services not included

Unless expressly agreed in writing, Gangatu does not provide:

• emergency, crisis-response, on-call or continuously monitored care;
• in-person services or access to a physical clinic;
• medical treatment, medication or prescriptions;
• services for people under 18;
• couples, family or group therapy;
• forensic assessment, expert-witness services or opinions for legal proceedings;
• insurance claims management;
• formal reports, diagnostic certificates, fitness statements or documents for employers, courts, insurers or public bodies; or
• any service not expressly described and accepted in writing.

A report, form or other additional document may be declined where it would not be clinically, ethically or legally appropriate. Where it is agreed, its scope, delivery time and separate fee will be confirmed in advance.

11. Application, suitability and professional acceptance

Psychological services are provided by application and professional acceptance. Submitting a form, sending an email or requesting an appointment does not guarantee that a service will be offered and does not by itself create a psychologist-client relationship.

Gangatu may consider the nature of the request, the applicant’s current needs, whether online work is suitable, the psychologist’s competence and availability, any relevant risk, possible conflicts of interest and whether another type or level of care would be more appropriate.

An application may be declined or postponed where the requested work falls outside the service offered, where the available information indicates a current crisis or serious risk, or where accepting the person would not be clinically, ethically or professionally appropriate. Where reasonably possible and appropriate, Gangatu may provide general signposting towards another type of support. This does not amount to a full assessment or a guarantee that an external service will accept the person.

Gangatu may request further information before making a decision. Information supplied during the application process must be accurate and complete to the best of the applicant’s knowledge.

A psychologist-client relationship begins only when Gangatu has confirmed professional acceptance in writing, the required Clinical Service Agreement and informed-consent documentation have been completed, and an appointment has been confirmed. Until then, applicants must continue to use any healthcare or support arrangements already available to them.

12. International clients, private payment and reimbursement

Gangatu provides online psychological services to adult clients in Spain and internationally. The psychologist providing the services is based and professionally registered in Spain.

Services are provided on a private, self-funded basis. Gangatu does not form part of any particular insurance, public healthcare, social-service or reimbursement network unless this has been expressly confirmed in writing.

If you intend to request full or partial reimbursement from an insurer, healthcare scheme, employer, social institution or other third party, you are responsible for checking its requirements before booking. These requirements may include:

• whether it accepts services provided by a psychologist based and registered in Spain;
• whether the psychologist must belong to a particular professional or provider network;
• whether prior authorisation or a professional referral is required;
• whether the type of psychological service booked is covered;
• whether an invoice is sufficient to request reimbursement; and
• any limits, exclusions or additional conditions imposed by the third party.

Gangatu will issue an invoice for each payment containing the information required under applicable Spanish law. This is the standard supporting documentation provided for reimbursement purposes.

Gangatu does not guarantee that an insurer or institution will accept the invoice, cover the service or reimburse any particular amount. Gangatu does not submit claims, pursue reimbursement or negotiate with insurers or institutions on the client’s behalf.

Clinical reports, diagnostic certificates, insurance forms or other additional documents are not included in the session fee and will not be issued solely to satisfy a third party unless this has been expressly agreed and is professionally and legally appropriate. An invoice cannot be altered to include inaccurate or misleading information.

The client remains responsible for paying the full fee in advance, even where they intend to request reimbursement afterwards. A third party’s refusal or delay in providing reimbursement does not cancel the payment obligation and does not create a right to a refund.

If an insurer or institution will not cover the service, the client may still receive the service privately by paying the full cost personally, provided that their application has otherwise been accepted.

Any reimbursement arrangement exists between the client and the relevant third party. That third party does not become a party to the professional relationship between the psychologist and the client.

13. Fees, advance payment and invoices

The current fees are:

• one-off or initial consultation: EUR 250 for approximately 60 minutes; and
• ongoing therapy: EUR 120 for approximately 50 minutes.

Full payment is required in advance. An appointment is not confirmed until payment has been successfully received and written confirmation has been issued.

Fees are charged in euros. Any currency conversion or bank, card or payment-provider fee is the client’s responsibility. Gangatu will issue an invoice for each payment.

Gangatu may change the price of future sessions. Any change affecting an existing ongoing client will be communicated with reasonable advance notice. A price change does not affect a session already paid for and confirmed.

14. Bookings, rescheduling, cancellations, missed sessions and lateness

Appointment times are reserved specifically for the client. The following conditions therefore apply:

• Payments for booked appointments are non-refundable, except where applicable law requires otherwise. Where these Terms permit an appointment to be rescheduled, the amount already paid will instead be transferred to the replacement appointment.
• A client may reschedule an appointment without losing the payment by requesting the change at least 24 hours before the scheduled start time. The replacement appointment is subject to availability.
• A cancellation or rescheduling request made less than 24 hours before the scheduled start time is treated as a late cancellation. The appointment is charged in full and the payment cannot be transferred to another session.
• A missed appointment is charged in full and cannot be rescheduled using the same payment.
• If the client joins after the scheduled start time, the appointment will remain available to them for the remainder of the time originally reserved. The full scheduled period constitutes the client’s allocated appointment time, regardless of when they join. The session will therefore proceed normally for whatever time remains and will end at the originally scheduled time. Time elapsed before the client joins will not be added to the end of the session, recovered at another time, rescheduled or credited. The full fee remains payable.

Where illness or a genuine and unforeseeable emergency prevents the client from attending or from giving the required notice, Gangatu may, at its discretion, allow the appointment to be rescheduled without any additional charge. In that case, the full amount already paid will be retained as credit for the replacement appointment rather than forfeited. Such exceptions are assessed individually and are not automatic. Gangatu may request reasonable supporting documentation or other evidence where it considers this appropriate. Granting an exception on one occasion does not create an entitlement to the same exception on another occasion.

If Gangatu must cancel an appointment, the client may choose between rescheduling the appointment or receiving a refund of the amount paid for that appointment. Gangatu is not responsible for indirect or consequential costs arising from a rescheduled or cancelled appointment, except where liability cannot legally be excluded.

A client may end ongoing therapy without a termination fee. The conditions above continue to apply to any appointment already booked.

15. Online sessions, privacy and technical requirements

Sessions take place online through Google Meet, Carepatron or another secure platform identified by Gangatu. The platform used may change where reasonably necessary. Relevant providers are described in the Privacy Policy.

The client is responsible for:

• using a suitable device, reliable internet connection and working audio and video;
• joining from a private, quiet and physically safe place where they can speak freely;
• not attending while driving, operating machinery or carrying out another unsafe activity;
• taking reasonable steps to prevent other people from hearing or interrupting the session; and
• informing the psychologist if privacy cannot be maintained or another person is present.

No session may be recorded, photographed, filmed, streamed, transcribed or reproduced by either party without the prior express agreement of both the psychologist and the client. The client must not introduce an automated recording, transcription or artificial-intelligence meeting tool into a session without prior written permission.

If a technical problem attributable to Gangatu prevents a meaningful session and cannot be resolved or completed through an agreed alternative, the affected appointment will be rescheduled without an additional fee or refunded. Technical problems on the client’s side are normally subject to the cancellation and missed-session conditions, although exceptional circumstances may be considered case by case.

16. Communication outside sessions

Email, booking messages and other written channels are intended primarily for applications, scheduling, payment and other administrative matters. They are not substitutes for a psychological session, emergency service or continuously monitored clinical support.

Gangatu does not guarantee an immediate response to messages. Substantive clinical matters will normally be discussed during a scheduled session. Clients must not use email or booking messages to seek urgent help or assume that a message has been read until they receive a response.

Communication must remain proportionate, respectful and relevant to the professional relationship. Repeated excessive, abusive, threatening or boundary-violating contact may result in limits on communication or suspension or termination of the service.

17. Emergencies, crisis situations and serious risk

17.1 This is not an emergency service

Gangatu provides scheduled psychological services online. It is not an emergency, crisis-response, on-call or continuously monitored service. Gangatu does not provide in-person care and does not operate a physical clinic that clients can attend in an emergency.

The service is not suitable as the sole or primary source of care for anyone who:

• is in an immediate or serious risk situation;
• may be at serious risk of harming themselves or another person;
• is experiencing an acute psychological or psychiatric crisis;
• requires urgent medical or psychiatric assessment;
• requires continuous monitoring, intensive support or immediate in-person care; or
• cannot safely wait for a scheduled online appointment.

Emails, application forms, booking systems and other Gangatu communication channels must not be used to request emergency assistance. These channels are not continuously monitored and an immediate response cannot be guaranteed.

If you are in immediate danger or require urgent assistance, contact the emergency services, crisis service or urgent healthcare provider available where you are physically located. Do not wait for a response from Gangatu.

17.2 Risk identified before services begin

Applications are reviewed to determine whether the services offered by Gangatu are appropriate for the applicant’s current circumstances and needs.

If the information provided in an application indicates that the applicant may be experiencing an acute crisis or a current serious risk situation, Gangatu may decline or postpone the service. Where reasonably possible, the applicant may be directed towards appropriate emergency, crisis, medical, psychiatric or other local support.

Any information or signposting provided by Gangatu is intended to help the applicant identify a more appropriate form of support. Gangatu cannot guarantee the availability, suitability, cost or response of any external service.

A person whose application has been declined or postponed because of a risk or crisis situation may apply again once they are sufficiently stable. They may also be considered for psychological services while receiving appropriate local or specialist care. A new suitability assessment will be required, and acceptance is not automatic.

17.3 Risk arising during psychological services

A client’s circumstances may change during an initial consultation or ongoing therapy. Clients must inform the psychologist honestly and promptly of any significant deterioration, immediate safety concern or material change that may affect whether online psychological support remains appropriate.

If the psychologist becomes concerned that there may be a serious or immediate risk to the client or another person, the psychologist may:

• conduct an appropriate risk assessment within the limitations of online practice;
• recommend or require the client to contact local emergency, medical, psychiatric or crisis services;
• recommend an urgent in-person assessment;
• ask the client to involve a trusted person, family member, carer or existing healthcare professional;
• contact an emergency contact, local emergency service or another relevant professional where this is reasonably considered necessary and is legally and professionally permitted;
• disclose the minimum information reasonably necessary to address the risk;
• pause, modify or discontinue the online service;
• recommend referral to a service capable of providing a higher level of care; or
• make continued therapy conditional upon the client receiving appropriate complementary care or monitoring locally.

These decisions will be based on the information available, the psychologist’s professional judgement, the limitations of online work and the client’s immediate circumstances.

Where online therapy alone is no longer considered sufficient or safe, Gangatu may be unable to continue providing the service unless the client also engages with the recommended local, medical, psychiatric or specialist support.

17.4 Emergency information for online therapy

Before ongoing therapy begins, the client may be asked to provide:

• their usual address and contact details;
• the details of an emergency contact or trusted person;
• information about relevant existing healthcare professionals or services; and
• any other information reasonably necessary to manage foreseeable safety concerns.

The client must have permission to provide another person’s contact details and must keep this information accurate and up to date.

Because sessions take place online, the psychologist may ask the client to confirm their current physical location at the beginning of a session or whenever a significant safety concern arises. This information is requested solely where reasonably necessary for safe online practice and possible access to local assistance.

Emergency and location information will be handled in accordance with the Privacy Policy, the professional duty of confidentiality and the confidentiality exceptions explained in these Terms and in the Clinical Service Agreement.

17.5 Client responsibility for accessing local support

Gangatu cannot directly provide, control or guarantee emergency assistance in the client’s location.

The client remains responsible for:

• contacting and accessing the emergency or healthcare services available to them;
• following urgent safety recommendations;
• providing accurate information required to assess and respond to risk;
• maintaining suitable local medical, psychiatric or social support where this is required;
• informing Gangatu if they cannot access a recommended service; and
• not relying on Gangatu communications or scheduled sessions as a substitute for emergency assistance.

If the client refuses or repeatedly fails to obtain support that the psychologist considers necessary for safe and professionally appropriate treatment, Gangatu may suspend or terminate the service and provide appropriate referral or signposting information.

18. Accurate information and client cooperation

The client must provide information about their circumstances, health, medication, existing treatment and safety honestly and to the best of their knowledge when it is reasonably relevant to the service.

The client must inform the psychologist of a material change that could affect safety, suitability, the agreed work or the ability to participate in online sessions. This includes a significant change in risk, medication, diagnosis, current care, emergency contact details or ability to maintain privacy during sessions.

The client remains free to accept or refuse a proposed intervention or recommendation. However, Gangatu may be unable to begin or continue the service if essential information is withheld, materially inaccurate information is supplied, or cooperation necessary for safe and professionally appropriate work is refused.

19. Confidentiality and its limits

Information disclosed during psychological services and the clinical records created in connection with them are treated as confidential in accordance with applicable law and professional duties.

Confidentiality is not absolute. Information may be disclosed without the client’s prior consent where disclosure is required or permitted by law or is reasonably considered necessary in response to a serious and immediate risk to the client or another person. Depending on the circumstances, this may involve an emergency contact, another healthcare professional, an emergency service, a court, a regulator or another competent authority.

Only the information reasonably necessary for the relevant purpose will be disclosed. Where appropriate and safe, the psychologist will seek to discuss the intended disclosure with the client.

The psychologist may obtain confidential professional consultation or supervision where appropriate for the quality and safety of the work. Identifying information will be avoided or limited as far as reasonably possible, and any professional consulted is expected to respect confidentiality.

The client is responsible for choosing a private setting for online sessions. Gangatu cannot control people, devices or recording systems present in the client’s environment.

Further information about clinical records, data processing and confidentiality appears in the Privacy Policy and the private Clinical Service Agreement and informed-consent documentation.

20. Code of conduct

20.1 Conduct expected from the psychologist

The psychologist will:

• act professionally, respectfully and within the limits of her competence;
• provide clear information about the nature and limitations of the service;
• maintain appropriate professional boundaries;
• protect confidentiality subject to the limits explained in these Terms;
• use professional judgement when assessing suitability, risk and continuation of the work;
• avoid guaranteeing a particular result; and
• recommend referral or additional support where the service offered is no longer sufficient or appropriate.

20.2 Conduct expected from clients

Clients must:

• communicate with the psychologist and administrative providers respectfully;
• not engage in threats, intimidation, harassment, abusive or discriminatory conduct;
• not make sexual advances, expose themselves or display sexually explicit or otherwise inappropriate material during a session;
• not attend a session while so affected by alcohol, non-prescribed drugs or another substance that meaningful and safe participation is not possible;
• not display or use weapons, engage in violence or carry out dangerous or illegal activity during a session;
• respect the psychologist’s privacy, personal information and professional boundaries;
• not record, photograph, stream, reproduce or distribute a session or its contents without express permission;
• not allow another person to attend, observe or listen to a session without prior agreement;
• use their own identity and authorised payment method; and
• comply with reasonable administrative and safety requirements connected with the service.

Strong emotions, disagreement, criticism or discussion of difficult material do not in themselves constitute misconduct when expressed without abuse or threat. The purpose of this code is to protect a safe and workable professional setting.

20.3 Consequences of a conduct breach

Depending on the seriousness and circumstances of a breach, Gangatu may give a warning, set a boundary, pause or end a video call, restrict further communication, decline future bookings, suspend the service or terminate the professional relationship.

Serious threatening, abusive, sexual, violent, fraudulent or unsafe conduct may result in the immediate ending of a session without prior warning. Where a session is ended because of the client’s serious breach after the appointment time has been reserved or the service has begun, the fee remains payable and is not refundable, except where applicable law requires otherwise.

Where there is an immediate safety concern, the psychologist may also take the steps described in section 17.

21. Refusal, suspension and termination of services

Gangatu reserves the right to refuse, postpone, suspend or terminate psychological services where there is a legitimate clinical, ethical, professional, contractual or safety reason. This professional discretion will not be exercised in a manner that constitutes unlawful discrimination.

Relevant reasons may include:

• the requested work is outside the psychologist’s competence or the scope of the service;
• the client requires urgent, in-person, medical, psychiatric, multidisciplinary or more intensive care;
• online treatment is no longer considered safe or appropriate;
• a conflict of interest or dual relationship arises;
• materially inaccurate or misleading information has been provided;
• fees remain unpaid;
• appointments are repeatedly missed or cancelled;
• professional boundaries or the Code of Conduct are breached;
• communication or technology cannot be used safely or appropriately; or
• continuation would conflict with a legal or professional obligation.

Except where immediate action is necessary, the psychologist will normally explain the decision and, where clinically appropriate and reasonably possible, discuss ending arrangements or provide general referral or signposting information. Gangatu cannot guarantee that another provider will be available or will accept the client.

The client may end therapy at any time. Where possible, discussing the decision in a final session may support a safe and useful ending, but it is not compulsory. Cancellation terms continue to apply to appointments already booked.

Termination of the service does not remove payment obligations already incurred, confidentiality duties, data-retention obligations or any rights and remedies that arose before termination.

22. Outcomes, professional limitations and client decisions

Psychological consultation and therapy can involve uncertainty and may bring difficult thoughts, emotions or memories into awareness. Individual responses vary.

Gangatu does not guarantee any particular clinical, emotional, relational, personal or professional result. The absence of a desired result does not by itself mean that the service was provided incorrectly.

The psychologist is responsible for providing the agreed service with the professional care required by applicable law and professional standards. The client remains responsible for their own decisions and actions outside the service.

Nothing in these Terms excludes or limits liability, professional duties or consumer rights that cannot lawfully be excluded or limited.

23. Questions, concerns and complaints about psychological services

A client who has a question or concern about the service is encouraged to raise it with the psychologist where they feel able to do so. A formal complaint may be sent to hello [at] gangatu [dot] com with sufficient information to identify the matter and the outcome sought.

Gangatu will review complaints fairly and respond within a reasonable period, taking account of the nature and complexity of the issue.

Nothing in this section prevents a client from contacting the Official College of Psychology of Madrid, a competent consumer or data-protection authority, a court or any other body entitled to consider the matter.