Terms and conditions

Below you will find the general terms and conditions of OpenUp.care. The specific conditions of the chat subscription can be found at the bottom of this page.

General terms and conditions of OpenUp.care


What is the relationship between OpenUp and iPractice?

OpenUp.care is an initiative of the psychologist practice iPractice. Curious about iPractice? Take a look at our website.


How many consults can I have at OpenUp.care?

We work on the basis of 3 session card, each consult lasting 25 minutes. You can buy an unlimited amount of cards. Please keep in mind, however, that during an introductory consult, you and a psychologist will investigate whether such a card is suitable for you. You can have a consult with us via video calling, telephone and chat.


When is OpenUp available?

We are available for a consult Monday to Friday from 09:00 to 21:00. On Saturdays from 1:00 PM to 5:00 PM. When booking a consult, you can indicate which time suits you best. Are you in a crisis situation, but we are available? Then contact your GP.


How much does OpenUp cost?

We believe that psychologists should be accessible to everyone. That is why the first introduction is always free. Then you can buy a card for 3 consults of 25 minutes. One card costs € 99.


Does your employer have a partnership with OpenUp? Then the consults are probably paid for you by your employer. Ask the online psychologist how many consults your employer pays.


Does your health insurance company have a partnership with OpenUp? In that case it might be that the consults are reimbursed from your additional insurance. OpenUp is not reimbursed from the basic insurance. Ask the online psychologist how many consults your health insurer reimburses.


Does my psychologist have the right to stop the consultations?

Yes, if your psychologist determines that a different treatment method is better for you during the consults, your psychologist may stop the consults. Naturally, we will only do this in collaboration with you, and our psychologist is responsible for explaining to you why the choice was made.  Any prepaid consults will be refunded if our psychologist decides to stop.


How is my privacy guaranteed at OpenUp?

At OpenUp we believe that mutual trust and our professional code is leading in our services. Therefore, it goes without saying that privacy is an important right. We are NEN7510 and ISO27001 certified, which means that we meet the (legal) requirements for information security within healthcare.


Our business operations are set up in such a way that you, as a (future) user of our services, can be sure that the personal data you share with us are in safe hands. Below we have described the principles on which our policy regarding privacy & data trust. For more information, please refer to our detailed privacy statement.


What happens to my personal information?

  • When you ask one of our psychologists for help, you enter into a so-called "medical treatment agreement". By doing so you give permission for the use of your data where we need it, in order to help you properly with your request. 

  • Except for (psycho) medical and legal purposes, we delete data relating to your treatment as much as possible after it has ended.

  • You can request your data from us or have it removed at any time.

  • We ask you for permission to use your data in anonymised or pseudonymised form for the improvement of our diagnostics and treatment. With this we improve our (psycho) medical care for future clients.

  • We only process your data for the purposes for which it is necessary.


Who can view my personal data?

Insight into and processing of your personal data is limited:

  • We do not provide your personal data to third parties, unless this is necessary for the performance of our services.

  • Only employees who are involved in the treatment have access to your (psycho) medical data, other personal data is only visible to employees who need it for our business operations.

  • Our practitioners are medically certified and are covered by professional confidentiality. Other employees have a duty of confidentiality.

  • Where possible, we work with anonymised or pseudonymised data as much as possible.


What about the security of our online systems and parties we work with?

  • Our systems and processes are secured to prevent your data from being used for purposes other than those for which they are intended.

  • All partners we work with in order to provide our services are selected based on strict requirements for their reliability, integrity and security.

  • We have concluded a processor agreement with all our partners.


Does OpenUp.care comply with all applicable laws and legal guidelines?

Yes, we comply with all applicable laws and legal guidelines, namely:

  • We comply with all guidelines that apply within the framework of the General Data Protection Regulation (GDPR) and existing rules on privacy in healthcare.

  • We are NEN7510 and ISO27001 certified, which means that we meet the (legal) requirements for information security within healthcare.


Can I also use OpenUp if I am younger than 18 years old?

No, unfortunately you can’t. Our services are for those 18 and older. Are you younger than 18 years old and do you still want to get professional guidance? Then take a look at the website of the Kindertelefoon or the website of Jongerenhulp.


How does OpenUp handle liability?

At OpenUp.care we do everything we can to provide the best possible care. In addition, we work with well-trained psychologists through our professional code of conduct. The advice that OpenUp gives you is always without any obligation. This means that OpenUp.care cannot be held liable for consequential damage. Every participation in a treatment is therefore entirely at your own risk. In legal language, it is important to know this:

  • OpenUp.care is not liable for damage of any nature whatsoever, caused by OpenUp.care based on incorrect and/or incomplete information provided by you about relevant physical or psychological conditions, use of medication, work activities or certain leisure activities.

  • The information and advice provided by OpenUp.care are only of general nature and without any obligation. OpenUp.care is not liable for damage of any kind, caused by a wrong interpretation by the client.

  • OpenUp.care is never liable for consequential damage.


What should I do if I have a complaint about OpenUp.care?

If you have any complaints about us, we hope that we can discuss this with you. In the first instance you can discuss this with your psychologist. Is this not possible or do you not feel comfortable doing so? Then you can contact the iPractice complaints officer. This complaints officer is trained in such a way that - in addition to the initial complaint handling - (s)he can also play a mediating role in the handling of your complaint. The complaints officer is appointed through the National Association of Independent Psychologists and Psychotherapists (LVVP), for more information see www.lvvp.info or call (003188) 234 1606.


What about the intellectual property of OpenUp.care?

You may use any information on this website free of charge, as long as you do not copy, distribute or otherwise misuse the information. Information on this website may only be reused according to the regulations of mandatory law. It is not permitted to reuse text, photo material or other materials from this website without your express written permission.


Terms and conditions of the chat subscription

What does the OpenUp chat subscription entail?

With the OpenUp chat subscription you have contact with your psychologist via chat. Before you start with the chat subscription, you discuss with a psychologist whether the subscription is suitable for you. We use the secure Wire app for chatting, which you can easily download from the App or Play Store. When your registration for Wire is complete, send your username to team@openup.care. Your psychologist will set up the Wire connection as soon as possible, always within 2 working days.


You buy the chat subscription for 3 months. After these 3 months, you and your psychologist will look at whether it is of added value for you to extend your subscription. We will never renew automatically.


How many chat conversations do I get with the chat subscription and what does it cost?

Because everyone has different needs, you can choose from 3 different packages for the chat subscription. The number of times you speak to your psychologist and the costs involved depends on the package you choose. With package 1 you will receive a response from your psychologist once a week and with package 2 twice a week. With package 3 you have the option to have contact with one of our psychologists every working day. Here you can find a complete overview of the different packages. The costs vary from € 9.99 per month to € 49.99 per month.


The costs will be debited from your bank account monthly via a direct debit.


What if I want to cancel my subscription earlier than 3 months?

You can cancel your subscription earlier than 3 months. Payments for the remaining month(s) will then be stopped. The payments that have already been made will not be refunded. For example: suppose you want to cancel your subscription halfway through the second month, then the costs for the third month will not be charged. The costs for the second month (which you have already paid) will not be refunded.


Can my psychologist cancel the subscription earlier?

If a different method suits you better, it may be that your psychologist chooses to cancel your subscription earlier, of course in consultation with you. In that case you will get the money back on a monthly basis. This means that you will get your money back for the whole months remaining.

What if my psychologist is absent, for example due to illness or vacation?

If your psychologist is sick or is on a holiday, you will agree together what is best for you. You can choose to continue your subscription with a replacement psychologist or just take a break. If it is not possible to discuss this with your psychologist (for example in the case of illness of the psychologist), we will contact you within 2 working days to discuss the options. If you go on holiday or are sick yourself, your subscription will continue. Your subscription will therefore not be extended.

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