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 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 do I use Mindler?
Using Mindler is easy, just follow these four simple steps.
- First, download the app for free on either App Store or Google Play, depending on your smartphone.
- Then, create an account and choose which psychologist you’d like to speak to. All available times will be listed in the app, so choose the time that suits you best.
- Once it’s time for your appointment, your psychologist will contact you in the app, so make sure you’re logged in on your phone and ready to begin in plenty of time.
- During your first appointment, your psychologist 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.
How much does it cost to use Mindler?
Each session at Mindler costs £90.
How do I pay for my session?
When you have chosen your psychologist 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 cancelled if not paid within 15 minutes.
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.
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 psychologist.
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.
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 psychologists.
How much does it cost to access Mindler’s self-help programmes?
Once patients have completed their first appointment with a psychologist, 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 psychologist.
What does the price of a single session include?
The price of a single session includes one 50-minute session with a highly trained psychologist and access to our self-help programmes.
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.
Who are our psychologists at Mindler?
All psychologists on the Mindler website and app are employed by Mindler. None of our psychologists are consultants.
How do I choose my psychologist?
All psychologists are listed on our website and app. There are different filters you can choose from to narrow down your selection to the psychologist best suited for you. You are in full control over whom you speak to, and you can choose to either change psychologist or stick with the same one throughout your treatment.
Do you assign psychologists to patients?
No, at Mindler the patient has full control over whom they’d like to speak to. We will recommend psychologists to you based on your preferences, but it’s ultimately up to you who you book an appointment with.
Can I use Mindler abroad?
Yes, you can use Mindler wherever you are, as long as you have access to an internet connection that supports video and audio.
Please note although you can access Mindler abroad, for example when you are on holiday or on a business trip, you still have to be a UK resident and be registered with a GP in the UK.
How does Mindler process personal data?
Who do I turn to if I have any complaints?
Should you have any complaints or feedback please contact firstname.lastname@example.org 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 email@example.com or via Support Center in the Mindler app. You can also use the “Help” button on this page.
Who can use Mindler?
Mindler can be used by anyone aged 18 or over.
How many sessions can I have?
All Vitality clients are authorised to have 8 sessions with a psychologist at Mindler. Depending on your policy type, your psychologist 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.
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 log in to join 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 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.