Frequently asked questions

On this page you’ll find a list of our most commonly asked questions. If you can’t find the answer to your question here, please reach out to our customer support.

What is your cancellation policy?

You can cancel your session up to 24 hours in advance and re-book it for another time. If you cancel within 24 hours or do not join or complete your session, you may be liable to pay the session fee. Mindler can only invoice Vitality for completed sessions that you attend.

How do I choose my therapist?

All therapist are listed on our website and app. There are different filters you can choose from to narrow down your selection to the therapist best suited for you. Please take time to review their profiles, whilst considering your therapeutic needs and goals. It is important to feel comfortable with your therapist, so that you can build a good therapeutic relationship and rapport. Whilst you can change therapists if you don’t think it is a good fit, you should avoid repeatedly doing this as it can disrupt the therapeutic process.

How do I use Mindler?

Using Mindler is easy, just follow these four simple steps.

  1. First, download the app for free on either App Store or Google Play, depending on your smartphone. 

  2. Then, create an account and choose which therapist you’d like to speak to. All available times will be listed in the app, so choose the time that suits you best. 

  3. Once it’s time for your appointment, your therapist will contact you in the app, so make sure you’re logged in on your phone and ready to begin in plenty of time.

  4. During your first appointment, your therapist will make an assessment and will then discuss possible treatment options with you.

Please note, you can only book an appointment for yourself, you cannot book on behalf of someone else.

Mindler is not a crisis service. If you have strong thoughts, plans or intent to end your life, or to harm yourself or others in any way, please call 999.

Do you assign therapists to patients?

No, at Mindler the patient has full control over whom they’d like to speak to. We will recommend therapists to you based on your preferences, but it’s ultimately up to you who you book an appointment with.

Who can use Mindler?

Mindler can be used by individuals aged 18 or over.

Please note that Mindler is not a crisis service. If you have strong thoughts, plans or intent to end your life, or to harm yourself or others in any way, please call 999.

What should I expect during my first session?

The very first session is an initial assessment. The session is an opportunity to see whether the therapist is suitable for you and to establish a rapport. The assessment session typically involves the therapist gathering information that can involve any relevant background information, presenting concerns and goals of therapy. You may also be asked to complete questionnaires that help the therapist and service further understand your needs and in turn tailor your treatment.

How do I book a session with my Vitality insurance?

Although Vitality may approve access to talking therapy sessions with Mindler, all bookings are made in line with your policy cover. You may be liable to pay in contribution to your claim, so please do check to see if you have an excess on your policy. You can check your policy terms including any excess in your Member Zone account on the Vitality portal.

Mindler submits an invoice to Vitality once the session is completed. You will receive a statement in your Member Zone account for all completed sessions with details of who is to cover the session. If you are liable to pay in contribution to your claim, Mindler will send you an invoice via email with details of the session and how to pay.

How do I pay an invoice?

Mindler submits an invoice to Vitality once the session is completed. You will receive a statement in your Member Zone account for all completed sessions with details of who is to cover the session. If you are liable to pay in contribution to your claim, Mindler will send you an invoice via email with details of the session and how to pay. Please note that the standard process is to request payment via bank transfer. We kindly ask you to use the reference provided on the invoice so that it is automatically updated to paid upon receipt.

Can I use Mindler abroad?

In order to access therapy sessions at Mindler, you must be a UK resident and physically located in the UK. Unfortunately, we can not facilitate any therapy sessions whilst you are abroad.

However, you should still be able to access the app to arrange your next appointment or to work with the iCBT content.

How is my mobile number used?

Your mobile number is used to send you a verification code so that you can log into the Mindler app. Clinicians may also use your mobile number for telephone communication outside of your arranged sessions, if you have not attended or cancelled an arranged session, or if you have not booked a session in a while. This is in line with their duty of care, as they have a responsibility to ensure their client's safety and wellbeing. Clinicians from Mindler call using a blocked number.

How many sessions can I have?

All Vitality clients are authorised to have 8 sessions with a therapist at Mindler. Depending on your policy type, your therapist can request more sessions if there is a clinical need as part of your treatment. Please check your Member Zone account on the Vitality portal for more details on your cover or contact Vitality directly if you have any questions.

How do I pay for my session?

When you have chosen your therapist and time, the next step is to pay for your session. You can pay with either a promo code or by credit card. Please note that your booking will be changed to cancelled if not paid within 15 minutes.

What does the price of a single session include?

The price of a single session includes one 50-minute session with a highly trained therapist and access to our self-help programmes.

How do I get access to self-help programmes?

To get access to our self-help programmes, all you need to do is book in an appointment with one of our therapists.

How much does it cost to access Mindler’s self-help programmes?

Once patients have completed their first appointment with a therapist, they get access to our self-help programmes. There’s no extra charge to access the programmes once a patient has had their first appointment with a therapist.

Are CBT programmes and self-help programmes the same thing?

Yes, when referring to self-help programmes at Mindler, we’re referring to CBT programmes. We have several CBT programmes available on the app, focusing on various different diagnoses such as depression, anxiety, stress and many more. The CBT programmes consist of exercises that can be completed either by the patient individually or with the help of a therapist.

What should I expect from therapy?

Therapy offers a confidential space in which you can gain insights and learn coping strategies.Therapy can offer support and personal growth however it is not a quick fix and it’s important to have realistic expectations of it. Progress is not always linear and outcomes may vary for each individual. Progress is dependent on many factors such as engagement and the therapeutic relationship.

Why does my therapist take notes?

Therapists typically take notes during sessions to aid them in recalling important information and to keep track of the client’s progress. These notes can involve information about the client’s symptoms, goals and history. Note keeping can help the therapist to reflect on previous sessions and plan future sessions or interventions, as well as help maintain objectivity. 

Therapists are trained to take notes in a respectful manner that adheres to confidentiality, privacy and accuracy. Notes may also be used as a legal record to protect the client and therapist in the event of a legal dispute. 

Notes are kept in a secure space and are only shared with other professionals if it is necessary to the client’s care. Patients are allowed to request copies of their notes. 

What is the difference between CBT Therapists and Psychologists?

Cognitive Behavioral Therapy (CBT)is a form of therapy that has been proven to be effective in treating a variety of common  mental health difficulties. Both CBT therapists and psychologists may use CBT interventions  in therapy and may work with similar presentations, in similar settings but the training requirements to become a CBT therapist or a psychologist differ. 

CBT therapists usually complete specialized training in CBT, such as CBT specific degrees or postgraduate diplomas in CBT whilst delivering supervised practice using the CBT approach. 

Psychologists tend to have more general training in psychology, which may involve various therapeutic approaches as well as CBT.  

Both CBT therapists and psychologists regularly engage in continuing education and supervision. 

Is what I say confidential?

Confidentiality is at the core of therapy and is vital to developing a good therapeutic relationship between the client and therapist. Nevertheless, there are limits to confidentiality in therapy that the therapist is aware of and in turn should communicate clearly to the client. These limits aim to protect the client, the therapist and others. 

Some common limits of confidentiality are outlined below. 

Duty to report: Therapists are required by law to report specific behaviours or occurrences to the appropriate authorities, such as harm to oneself or others and suspected abuse or neglect of vulnerable individuals.  The therapist may also have to consult the client’s GP or another service involved in their care in the interest of the client’s safety and wellbeing and in planning an effective care plan. In such cases the client’s consent is obtained unless it is an emergency and the client may be at immediate risk. 

Insurance: Insurance companies may require therapists to provide information about treatment, such as outcome measures, rationale for treatment or treatment plan, in order to authorize payment for services and or to audit effectiveness of treatment. 

Consultation: Therapists may consult other mental health professionals for advice or support. This may be in the context of supervision in which only essential information for feedback is provided and no identifying information is shared

Court order: Therapists may be required to produce a report for court related to work with a client or may be required to appear in court and present notes on the work with their client.

Client disclosure: Clients may wish to talk about their therapy with others such as friends and family members, although this is not an essential part of therapy and all decisions around this are left up to the patient to decide.

Why does my therapist share information with their clinical supervisor?

Clinical supervision   describes the agreed and regular support a therapist receives from another professional. It is vital to the maintenance of professional registration, professional development and learning, and allows therapists to reflect on their practice whilst increasing their knowledge and skills. Supervision also ensures that therapists work in an ethical and effective way. Through supervision therapists can gain guidance, support and feedback on their practice.

At Mindler UK our therapists attend monthly supervision meetings with accredited and well trained clinical supervisors. 

It is common at the beginning of the therapeutic relationship that the therapist will disclose the conditions of confidentiality and the use of supervision. The therapist will often explain the use of supervision, how information may be shared in this context and obtain consent from the client in order to share information in clinical supervision..  

During supervision the therapist will disclose the minimum amount of information necessary in order to obtain feedback and support from their supervisor and will not disclose any identifying information about the client such as personal details, names or addresses. 

Supervisors are also bound by confidentiality and adhere to the same ethical and legal standards that the therapists are. Both the therapists and supervisors aim is to protect the client’s information whilst ensuring that the service they are being offered is effective and ethical. 

How does my therapist make sure that my data is protected?

Psychologists and Cognitive Behavioral Therapists in the United Kingdom are required by law to complete training andto follow the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. These regulations outline the steps and procedures  for how personal data including  mental health data, should be collected, processed and protected. 

At the beginning of their work every Mindler employee  is required to attend GDPR training, even if they have already attended previous training.

The GDPR training typically incorporates: 

Understanding the principles of data protection such as data minimization, that the therapist should limit the collection of information to what is necessary and directly relevant to the therapeutic process, accuracy, that the information the therapist records is as close to the truth and correct as possible and confidentiality, that the data collected is bound by the conditions of confidentiality outlined to the client at the beginning of the therapeutic relationship.  

Learning about the lawful processing of data, that the therapist should have a lawful basis for processing personal data, whilst being transparent with the clients of what data is collected, who it may be shared with and for what reasons, with consent from the client and in the interest of therapy.

Therapists must also learn about data security measures so that personal data is protected from  unauthorized access, loss or theft. 

At Mindler UK data is kept on a secure platform that requires two factor authentication and can only be accessed by those involved in the care of our clients. Encryptions and secure emails are used when sensitive data is required to be shared between professionals. 

GDPR requires that data breaches are reported within 72 hours of becoming aware of them and Mindler has policies and procedures in place for detecting, reporting and responding to data breaches. 

Finally GDPR training suggests that data should be retained for as long as necessary and securely disposed of when the said time ends. 

It is a key priority for the therapists to keep their client’s data safe. Not adhering to these laws could have legal consequences for our organization and our therapists, it can impact the therapeutic relationship and deter a client from engaging in therapy now or in the future and can have serious professional implications for the therapist.

How does Mindler process personal data?

What is blended treatment?

Blended treatment is the combination of 50-minute video call sessions with a Mindler psychologist and self-help programmes, which can be completed by the patient in their own time on the Mindler app. The self-help programmes consist of exercises created to help the patient continue their treatment outside of sessions. These can be completed either individually or with help of the psychologist.

What is Mindler?

Mindler is a digital healthcare provider. We provide online therapy via our app where patients can book appointments to speak to highly trained psychologists.

How much does it cost to use Mindler?

Each session at Mindler costs £90.

How long is a session at Mindler?

One session at Mindler is 50 minutes long. At Mindler, we follow a blended treatment model, meaning that patients continue their treatment outside of sessions through completing ‘homework’ assignments in the form of self-help programmes in the app.

What is iCBT?

iCBT referrs to our self-help programmes, which focus on a variety of different diagnoses. All self-help programmes are available on the app.

Who do I turn to if I have any complaints?

Should you have any complaints or feedback please contact or send your message to “Support Center” in the app.

How do I get in touch with support?

Please contact our Customer Success team by sending an email to or via Support Center in the Mindler app. You can also use the “Help” button on this page.

How do I pay my excess?

After each session has been completed, Mindler will submit an invoice to Vitality. If you have an excess on your policy, you will be liable to pay in contribution to your claim. You will receive an updated statement for every session in your Member Zone account on the Vitality portal. If you are liable to pay in full or part towards a session, Mindler will send you an invoice with details of how to pay.