Terms and Conditions of OpenUp

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

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 has been appointed through the National Association of Independent Psychologists and Psychotherapists (LVVP), for more information see www.lvvp.info or call (003188) 234 1606.

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.

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 is my privacy guaranteed at OpenUp?

At OpenUp we believe that mutual trust and our professional code are guiding principles in our services. Therefore, it is obvious to us that privacy is an important right. We are NEN7510 and ISO27001 certified, which means that we meet the (legal) requirements for information security within the healthcare sector. .


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 is based. For more information, please see 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 them to help you properly with your request for help. Except for (psycho) medical and legal purposes, we delete data relating to your treatment as much as possible after your treatment 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 process your data only 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 information, other personal data is only accessible to employees who need it for our business operation. Our practitioners are medically certified and subject to professional secrecy. Other employees have a duty of confidentiality. Where possible, we work as much as possible with anonymized or pseudonymized data.


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. Our systems and processes are secured to prevent your data from being used for purposes other than those for which it is intended. All partners we work with in order to provide our services have been selected on the basis of strict requirements regarding their reliability, integrity and security. We have concluded a processing agreement with all our partners.


Does OpenUp comply with all applicable laws and legal guidelines?

Yes, we comply with all applicable laws and legal guidelines. 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.








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 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.

When is OpenUp available?

We are available Monday through Thursday from 08:30 to 21:00 CEST, on Friday from 08:30 to 17:00 CEST and on Saturday from 13:00 to 17:00 CEST for a consultation. When you book a consultation you can indicate which time is convenient for you.


Are you in a crisis situation and we are not available? Then contact the (replacing) GP or GP post.

How many consults can I have at OpenUp?

During your first consult you and your psychologist will investigate whether you request for help fits within the service offered by OpenUp. Does your employer offer OpenUp? In that case there is no limit. Together with the psychologist you investigate how many consultations are suitable for your specific question.


Does your employer not offer OpenUp? Check if your healthcare provider offers OpenUp or purchase a card. Every card consists of 3 consultations.
It is possible to increase that number. In a joint evaluation with your psychologist, you will discuss whether there is a need for a follow-up and, if so, in what form.

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

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.

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.