Terms of service

1. About Return Well

Return Well provides remote return-to-work assessments, delivered by a network of qualified UK clinicians and coordinated through our platform. Assessments are either arranged by employers (who refer employees) or booked privately by individuals for themselves. Sections 1–11 apply to employer referrals; Section 12 applies where you book privately for yourself.

2. How the service works

Employers refer employees to Return Well. We match the case to a suitable clinician (“Practitioner”), for example an Occupational Therapist, Psychologist, Occupational Health Nurse, Physiotherapist or Case Manager, who will carry out the assessment and provide recommendations to support a return to work.

3. Role of Return Well

Return Well acts as a service provider and coordinator.

We:

• Facilitate referrals
• Provide a platform for delivery and reporting

We do not provide clinical assessments or medical advice directly.

4. Practitioners

All assessments are carried out by independent qualified clinicians.

• Practitioners are independent professionals, not employees of Return Well
• Each Practitioner is responsible for their own clinical judgement, findings, and recommendations
• Practitioners are required to hold current registration with their UK regulator (HCPC, NMC or equivalent), appropriate qualifications, and professional indemnity insurance

5. Nature of assessments

Assessment reports:

• Are based on the information available at the time
• Provide professional opinions and recommendations only
• Are intended to support employer decision-making

They should not be relied upon as the sole basis for medical, legal, or employment decisions.

6. Employer responsibilities

Employers are responsible for:

• Ensuring referrals are appropriate
• Using assessment reports alongside their own policies and procedures
• Making final decisions regarding employee management and return to work

7. Employee consent and report release

The Client acknowledges that Return Well reports contain confidential health and work-related information and may only be released to the Client with the Employee's consent.

Once the assessment has taken place and the report has been prepared, the Employee will be given the opportunity to review the report before it is released to the Client. Return Well will then request the Employee's consent to release the report.

If the Employee does not provide consent for the report to be released, Return Well will notify the Client that the assessment has taken place and that consent to release the report has been refused.

The Client acknowledges that Return Well cannot compel an Employee to consent to the release of a report. In such circumstances, the report will not be provided to the Client.

Where an assessment has been completed and/or a report has been prepared, the full referral fee remains payable and no refund will be due if the Employee refuses consent for the report to be released.

8. Fees and payment

Employers agree to pay the agreed fee per assessment (or as otherwise agreed). Payment terms will be confirmed in advance.

9. Liability

To the fullest extent permitted by law:

• Return Well does not accept liability for the clinical content, recommendations, or opinions provided by Practitioners
• Return Well is not responsible for any decisions made by employers based on assessment reports

Return Well's total liability in relation to any service is limited to the fees paid for that service.

10. Data protection

Both parties agree to handle personal data in accordance with UK data protection laws and guidance from the Information Commissioner's Office.

11. Termination

Either party may stop using the service at any time. Any completed assessments remain payable.

12. Private individual bookings

This section applies where you book an assessment privately for yourself as an individual (a “Private Return to Work Assessment”), rather than being referred by an employer. In this section, “you” means the individual booking the assessment.

Nature of the service. A Private Return to Work Assessment is an independent, clinician-led assessment to support you to remain in or return to work. It is not occupational health, a GP service, counselling, coaching, or a fit note, sick note or medical certificate service, and it does not replace advice from your GP or treating clinicians.

Your report. Following your assessment you receive a personalised Return to Work Report. The report belongs to you. Return Well will not share it with your employer or any other third party unless you instruct us to do so.

Fees and payment. The fee for your chosen assessment is shown at the point of booking and is payable in full at the time of booking. There are no contracts or ongoing charges.

Cancellation and refunds. You have a legal right to cancel within 14 days of booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you cancel before your assessment has taken place, you will receive a full refund. By booking an assessment that is scheduled to take place within the 14-day cancellation period, you request that the service begins during that period and acknowledge that, once the assessment has been carried out, the service is fully performed and your right to cancel is lost. No refund is due once the assessment has taken place. If you need to rearrange your appointment, please contact us as early as possible.

No guaranteed outcome. The assessment provides independent professional opinions and recommendations based on the information available. It cannot guarantee any particular outcome, adjustment, or decision by your employer.

Data protection. Return Well is the data controller for the personal and health information you provide as a private individual and will process it in accordance with UK data protection law and our Privacy Policy.

13. Contact

For any questions about these terms, contact: support@returnwell.co.uk