About ViaCara
ViaCara Ltd is a referral platform. We connect people seeking mental health and wellbeing support with independent professionals including therapists, counsellors, coaches and hypnotherapists.
Company details
- Registered name: ViaCara Ltd
- Company number: 17138185
- Registered in: England and Wales
- Registered office: 66 Paul Street, London, EC2A 4NA, United Kingdom
- Data protection: dataprotection@viacara.com
We are not a healthcare provider. We do not employ the professionals on our platform. We do not diagnose, treat or advise on medical or psychological conditions. Every professional listed on ViaCara is an independent practitioner with their own professional registration, insurance and clinical responsibility.
Who can use ViaCara
You must be 18 or older to use this service.
By using ViaCara, you confirm that you are at least 18 years old and that the information you provide during the conversation is honest and accurate to the best of your knowledge.
Where ViaCara operates
ViaCara is a UK-based service. We actively serve clients in the United Kingdom and may match you with professionals located in other countries who offer remote sessions. We may also serve clients located in the EU and EEA.
ViaCara is an introductory service. We connect you with an independent professional. Any therapeutic, coaching or counselling relationship you enter into is governed by the agreement between you and your professional, not by ViaCara. It is your professional's responsibility to ensure they are qualified and permitted to work with you in your jurisdiction.
If you are located outside the United Kingdom, the consumer protection laws of your country of residence may apply to your use of this service in addition to these terms. Nothing in these terms removes any mandatory consumer rights you have under the laws of your country of residence.
If you are in crisis
ViaCara is not a crisis service. If you are in immediate danger or experiencing a mental health emergency, please contact 999 or visit our UK crisis resources page for immediate help including phone, text and chat services available 24 hours a day.
Our support topics and crisis resources by country cover additional help by concern and location.
What you can expect from us
We will have a conversation with you to understand what kind of support you are looking for. Based on that conversation, we will recommend professionals who we believe are a good match for your needs, preferences and circumstances.
We will not share your personal information with professionals until you choose to connect. We process your data in accordance with our privacy policy and our obligations under UK GDPR. Because the information you share with us relates to your mental health and wellbeing, it is classified as special category data under UK GDPR Article 9. We ask for your explicit consent to process this data before the conversation begins, and you can withdraw that consent at any time.
We take reasonable care in our matching process, applying the same standard any competent referral service would apply. We verify that professionals on our platform hold current membership of a recognised professional register and current professional indemnity insurance.
What we expect from you
You will provide honest information during the conversation. We cannot recommend the right person if we do not understand your needs.
You will use the service for the purpose of finding professional support. You will not submit false information, use the platform to harass professionals, or attempt to manipulate the matching process.
The commitment fee
When you choose to connect with a professional from your recommendations, we charge a one-off commitment fee of £4.99. This fee:
- Unlocks the professional's full profile and contact details
- Signals genuine intent to the professional, so they know you are serious about beginning work together
- Is tied to a single conversation. If you return for a new conversation (for example, to find a different type of practitioner), a new commitment fee applies
- Does not cover the cost of therapy, coaching or counselling sessions. Session fees are agreed directly between you and your professional
When we cannot find a match immediately
Sometimes there is no suitable professional available straight away. This can happen because your preferences narrow the pool, because matched professionals are at capacity, or because the right fit has not yet joined the platform.
In this situation, you are not charged a commitment fee. You may opt into our deferred matching service, which monitors for new professionals and availability changes on your behalf. You will be notified by email when a suitable match is found. There is no charge for being in the deferred matching queue.
Deferred matching profiles are held for 60 days. We will check in periodically to confirm you are still looking. If your circumstances have changed, you can update your preferences or withdraw at any time. After 60 days without renewal, your triage data is deleted in accordance with our privacy policy.
When a match is found through deferred matching, the normal commitment fee and reveal process applies.
When a booking falls through
If you pay the commitment fee and connect with a professional, but the booking does not go ahead (for example, the professional cancels or becomes unavailable before your first session), you are returned to the matching queue at no additional cost. You will not be charged a second commitment fee for the same conversation.
When no professional confirms availability
If no professional confirms availability within the matching window, your commitment fee is returned automatically. You are not charged for a service that does not connect you.
Refining your existing matches
Adjusting your preferences and reviewing additional recommendations from the same conversation is free.
Refunds in extenuating circumstances
Outside the situations described above, the commitment fee is non-refundable once a professional's details have been provided. However, if you believe there are extenuating circumstances (for example, a serious error in the matching process, or a safeguarding concern), please get in touch using the contact details at the end of this page. We will review refund requests on a case-by-case basis and respond within 14 days.
Your right to cancel
Because the commitment fee unlocks digital content (the professional's contact details), we ask you to expressly agree that we begin the service immediately when you pay. By confirming payment, you acknowledge that you are requesting immediate access to the professional's details and that you understand this means you lose your 14-day statutory right to cancel once those details have been provided. This is in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 37.
If we have not yet provided the professional's details when you request cancellation, you are entitled to a full refund.
Your relationship with professionals
ViaCara introduces you. Everything after that introduction is between you and the professional you choose.
Professionals on our platform are independent practitioners. They are not our employees, agents or representatives. They set their own fees, choose their own methods, maintain their own professional insurance and make their own clinical decisions. Your therapeutic or coaching contract is directly with them.
We do not guarantee outcomes. The quality of the support you receive depends on many factors including the professional's approach, the work you put in and the relationship you build together.
If something goes wrong
With the platform: If something goes wrong with our service (a technical error, a billing problem, a concern about how we handled your data), please get in touch using the contact details below. We aim to resolve complaints within 14 days. If we cannot resolve your complaint to your satisfaction, you may refer the matter to an approved alternative dispute resolution (ADR) provider. We are not currently a member of an ADR scheme, however you can find a certified ADR body through the Chartered Trading Standards Institute at tradingstandards.uk.
With a professional: If you have a concern about a professional's conduct, we encourage you to contact their professional body directly. Every professional's accrediting body is shown on their profile. We can help you identify the right body if needed. If you believe a professional on our platform does not meet our listing requirements (for example, their registration has lapsed), please let us know and we will investigate.
Our liability to you
We accept responsibility for our matching service and perform it with reasonable care and skill in accordance with the Consumer Rights Act 2015.
We do not exclude or limit liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded.
We are not liable for: the actions, advice, conduct or clinical decisions of any professional on our platform; the outcome of any therapy, counselling, coaching or other professional relationship; losses arising from information you provided that was inaccurate or incomplete; or matters outside our reasonable control.
Our total liability for all other claims arising from your use of the platform in any 12-month period is limited to the greater of (a) the total fees you have paid to us in that period, or (b) £50. This does not affect your statutory rights.
Your data
We process special category health data. Full details of how we collect, use, store and share your data, including your rights under UK GDPR, are in our privacy policy.
In summary: we use your conversation data to generate matching recommendations. We share relevant preferences (not raw conversation transcripts) with professionals only after you choose to connect. We do not sell your data. We do not share it with advertisers. We store data in the EU (Frankfurt) and process it in accordance with UK GDPR and the Data Protection Act 2018. If you are located in the EU or EEA, we also comply with EU GDPR. Our EU representative's details are published in our privacy policy.
Intellectual property
The content, design, algorithms and technology behind ViaCara belong to ViaCara Ltd. You may not copy, reverse-engineer or scrape any part of the platform.
By completing a triage conversation, you grant us a licence to use your responses (in anonymised, aggregated form only) to improve our matching algorithms. We will never use your individual responses in marketing or share them in identifiable form outside the matching process.
Changes to these terms
We may update these terms from time to time. If we make changes that materially affect your rights, we will notify you by email at least 30 days before the changes take effect. Continued use of the service after changes constitutes acceptance of the updated terms. If you do not agree with the changes, you may stop using the service and request deletion of your data.
General
If any part of these terms is found to be unenforceable, the remaining terms continue to apply in full.
These terms represent the entire agreement between you and ViaCara regarding your use of the platform. They do not affect any statements we made to you before you agreed to them where those statements led you to use the service.
No one other than you and ViaCara has the right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
Our failure to enforce any right or provision does not waive that right for the future.
Governing law
These terms are governed by the laws of England and Wales. If you are a UK resident, any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are resident in the EU or EEA, you may bring proceedings in the courts of England and Wales or in the courts of your country of residence.
Contact
- Support and complaints: support@viacara.com
- Data protection: dataprotection@viacara.com
Last updated: April 2026