Brain in hand - personal technology for independant living

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Brain in Hand Terms & Conditions

Thank you for using Brain in Hand. We hope you find it useful and enjoyable.

It is important that you understand and agree to the following conditions, so please contact us if there is anything you don’t understand.

To buy Brain in Hand you will need to be over 18 and capable of entering into a contract or guarantee. If you are under 18 years old, please ask an adult to purchase Brain in Hand for you.

System availability
We hope that you find using Brain in Hand helpful.

As Brain in Hand is a mobile solution, we cannot always guarantee availability of the service. An internet connection and phone reception are required for some of its features and for the content you enter into the system to be accessible on your app. In addition, occasional maintenance of the system will take place, but this is limited.

Equipment provided
You are expected to provide your own compatible smartphone or tablet device, which is your own responsibility, and you are expected to cover any related costs (e.g. internet connection, data usage). You will also need the use of a computer with internet access to set up your account.

Full hardware and software compatibility requirements can be found at

Support team
One of the features of Brain in Hand is to give you access to a professional support team who can give you help via the phone, text or email when you need it most. We partner with two support team providers who have been selected based on their outstanding service and you will be assigned to one of them. Brain in Hand takes ownership of your support team selection based on your needs and service availability.

Each team provides support between 8am and 6pm Monday to Friday (excluding bank holidays) through pressing on one red or three consecutive amber traffic lights on your app. Support may be available outside these core hours but cannot be guaranteed. This will be discussed with you at your personal planning session. Their support is available 51 weeks of the year (they are closed for 1 week over Christmas) for the duration of your licence.

Based in Wiltshire, Medvivo is a provider of integrated care services with over 11 years of experience delivering out of hours GP services, a single point of access, crisis response services and a wide range of technology enabled care solutions (TECs). It is one of the few companies that is accredited to the TSA Code of Practice for both Telecare and Telehealth.

The National Autistic Society:
The National Autistic Society is a British charity for people with autistic spectrum conditions. The purpose of the organisation is to improve the lives of people with autism in the United Kingdom. Its professional support team is an outstanding source for support. When you alert the team, you’ll be assured of friendly, useful support from people that take your concerns seriously.

During service hours your nominated support team will try to respond to you within one hour of receiving an alert, but please be aware there is no guarantee of a response. Brain in Hand support is about helping you keep your day on track, it is not in any way an emergency service or substitute for dialling 999. You can change the method by which the support service contacts you (phone / text / email) on your Brain in Hand website profile page.

Outside of service hours you will receive an ‘Out of Hours’ text message. If you would like to speak to a Brain in Hand support team member once the service opens again, you will need to press one red or three consecutive amber traffic lights on your app during service hours (i.e. the next working day).

Brain in Hand accepts no responsibility for, and has no influence over, the terms and conditions (including response times, confidentiality or data protection policies) under which your specified support provider or additional support people operate.

We would therefore advise that you and your responder discuss what they will do if they receive an alert from your Brain in Hand. It may be that they respond to you by text, phone or email within a certain time period, or it may be that the alert is just to notify them that you are struggling that day. By linking a responder to your account you give them permission to log on and see your strategies and view your timeline of activity. This also allows them to comment on the timeline in the event of an alert in order to share feedback with you and any other responders that you might decide to link to your account.

Payment and Duration
If you change your mind about purchasing your Brain in Hand Service package you may cancel your order within 14 days of placing it subject to the considerations outlined below:

1) The Brain in Hand Personal Planning Sessions
By submitting your purchase form you are acknowledging that you are willing and able to pay (or are eligible to receive funding) for any personal planning sessions specified within your form. If you change your mind, you may cancel your planning sessions within 14 days of placing your order and we will refund your payment excluding the cost of any planning sessions already delivered or scheduled for delivery within 24 hours of receipt of your cancellation request.

2) The Brain in Hand Licence and Support Service
By submitting your purchase form you acknowledge that you are entering into an agreement to purchase an annual Brain in Hand Licence with Support Service from either Medvivo or The National Autistic Society and are willing and able to pay (or are eligible to receive funding) for this service for a full year. If you change your mind, you may cancel your order within 14 days of placing it and we will refund your payment excluding the cost of any portion of the Licence and Support Service used if your Brain in Hand service was activated within 14 days of placing your order.

If you would like to cancel any aspect(s) of your Brain in Hand service later than 14 days after placing your order you must do so within the first 90 days after licence activation to receive a refund for any unused portion of the Personal Planning Sessions (subject to receiving 24 hours’ notice to cancel any scheduled sessions), Licence and Support Service for which we have already received payment from you. After the 90 day point you are bound to pay for the full year’s contract.

To cancel your Brain in Hand licence, Medvivo or National Autistic Society Support Service or Personal Planning Sessions you must do so in writing. A cancellation form can be downloaded from
and posted to us at the address below or emailed to us at from the email address specified on your account. We will process all refunds within 14 working days of receipt of your cancellation form.

End User Licence Agreement
By purchasing Brain in Hand you agree to be bound by the terms of our End User Licence Agreement. These can be found on our website:

Termination of licence
Brain in Hand reserves the right to terminate the use of your licence for any reason and at any time, for example, in response to inappropriate use of the service.

Confidentiality and Data
Your privacy is of paramount importance to us and we take data protection very seriously. To that end, your data is owned by you and you can decide who to share access with.

By entering your information onto the profile page of the Brain in Hand website you consent to its use in provision of your support by Brain in Hand and our Support Teams (either Medvivo or The National Autistic Society) including contact with any other third party support providers that you may have nominated. All other aspects of your website remain private and will not be disclosed without your express permission.

If the Brain in Hand team or a Brain in Hand Support Team member is concerned about your wellbeing or safety they will notify other services as necessary in line with their own Safeguarding policies (a copy of which can be found on your User Support page at ). If the Brain in Hand team or a Brain in Hand Support Team member is concerned for your immediate safety they will contact your emergency contact or the emergency services as appropriate and may notify your named Brain in Hand supporter.

All information entered onto this website will remain confidential and be used by Brain in Hand and our Support Team business partners solely for support and administrative purposes within the terms of the General Data Protection Regulation 2018. We will not supply or grant access to third parties except in the rare event of immediate concern for welfare. The user retains responsibility for ensuring that their personal details are accurate and up to date.

Your Brain in Hand Support Team (i.e. Medvivo, The National Autistic Society and/or any other responders that you have specified) will have access to your website during an alert, allowing them to look back at how you have solved problems in the past and help you manage the problem at hand. Brain in Hand Support Team members may also contact you on occasion to conduct a review. Reviews help to ensure you are making the best use of your assistive technology to keep your life on track. Brain in Hand staff also have access to your usage data in order to ensure quality service provision and may share this data in an anonymised state with any funding body upon request, to demonstrate activity and ensure the continuation of licence provision.

Please note: If you choose to move on from the Brain in Hand support service and/or specify a different Support responder, please be aware that Brain in Hand takes no responsibility for, and has no influence over, their terms and conditions (including the confidentiality of data accessed by, or the policies and procedures of, that specified responder).

Like many software applications, Brain in Hand works by making use of the data stored on your smart phone/device and in your secure website. We therefore also recommend that to protect your data you use a code or password on your smart phone/device. If you lose your phone or smart device you can access your content again by logging in on an alternative device. If at any point you would like all your data to be deleted, you can contact Brain in Hand and instruct them to do so.

We will be asking you to help us with the evaluation of your experience of using Brain in Hand. This will be on a voluntary basis so you can choose not to take part if you wish. This will likely take the form of questionnaires. When collating and reporting on feedback, all data and views expressed will remain anonymous unless you have specifically agreed otherwise.

Brain in Hand has attained the NHS National Network’s Information Governance Statement of Compliance (IG SoC) (registration number 8HY58).

Brain in Hand is designed to help you manage your own life better, and to put you in control of what you want to do and achieve. It is not a substitute for making your own decisions. We do not offer advice and cannot be responsible for anything you decide to do (or not do) as a result of using Brain in Hand and related services.

Other Considerations
We hope that by using Brain in Hand you will become better at coping with things, be more confident and less anxious. This might mean you can do more on your own and be more independent. If you can do more on your own, you may not be eligible for the same disability benefits as you are now. So, please take advice from a Benefits Advisor about what this could mean for you.

We reserve the right to update these terms and conditions without prior notice and you can view, download and print the current version at:

We hope you enjoy using Brain in Hand and find it useful.