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Live chat service

LiveChat Service Terms and Conditions of Use

LiveChat operating hours

The LiveChat service will be operational subject to availability of our Information team as follows:
Monday 1pm-5pm
Wednesday 1pm-5pm
Friday 9am-5pm

Data Protection & GDPR

Mind in Harrow’s LiveChat service uses a programme called Tidio, a chat platform that connects users with the information supporters at Mind in Harrow. Mind in Harrow collects names, age and location only with the consent of the users, in order to start the chat.  Any additional email address or phone number is given with the consent of the user as part of the chat.  The messages and data exchanged are stored within the Tidio application.  For more information, please refer to Tidio’s Privacy Policy.

Mind in Harrow does not use these messages or data other than to follow up on users’ registered issues or enquiries.  Your personal data will be processed and transmitted in accordance with the General Data Protection Regulation (GDPR).
Mind in Harrow is the data controller.  All use of this service is subject to the following terms and conditions.

Mind in Harrow reserves the right to change these Terms and Conditions at any time by updating the text on this page.  Please review the terms and conditions regularly as further use of the LiveChat service after changes to the terms and conditions are posted means that you agree to be legally bound by the updated Terms and Conditions of Use.


The LiveChat service is intended to provide information & support only. It is not intended to provide medical or professional advice.  Mind in Harrow does not accept liability to any person relating to the use of any information contained within or exchanged via the LiveChat online support

Service Availability

The aim of the LiveChat service is to enhance support available to people aged 16 or over living in Harrow.  The service will be available at specific times during the week according to the availability of LiveChat supporters between 9am and 5pm Monday-Friday, and these service operating times will be published on this page.

In the event that the LiveChat service is busy, you will be made aware that your request for support is being held in a queue until the next staff member becomes available.

If the LiveChat is busy or not available during normal opening hours, please telephone Mind in Harrow’s helpline 020 8426 0929.

Should you require urgent crisis support please call the emergency services on 999.

For out of hours support you can call Samaritans on 116 123 or Childline on 0800 11 11, or use Childline’s online chat service at

Should you access Mind in Harrow’s LiveChat service on more than one occasion, due to the way in which the service is delivered, we are unable to offer you a response from the same member of staff on each occasion, but all our practitioners work in the same way so whoever you talk to, you will always receive the same type of support.

Third Party Websites

Staff operating Mind in Harrow’s LiveChat service have the ability to ‘push’ external links and web pages to the person accessing this service. Such links are provided for the convenience of the person accessing the service. Mind in Harrow does not control such websites, and it is not responsible for their content. Use of such websites does not imply any endorsement of the material contained therein. The person accessing the service is solely responsible for evaluating the accuracy, value and integrity of any information, goods, advice or services offered by such websites.

Virus Protection

Whilst Mind in Harrow endeavours to safeguard its website and the LiveChat service from viruses and other potentially dangerous software, Mind in Harrow accepts no liability for any virus or other potentially dangerous software that it has been unable to exclude. You are asked therefore to take all appropriate safeguards before downloading information from the website or accessing the LiveChat service.

Privacy and Confidentiality

The LiveChat service is a confidential service and Mind in Harrow is committed to protecting your privacy. However in registering with the service you are giving your full consent to Mind in Harrow that we can share information with relevant agencies in the event that you provide any information that leads staff to believe that:

• you are at risk of harm to yourself;
• you are at risk of harm to others;
• there is a child at risk of harm of any kind;
• a caller threatens a member of Mind in Harrow staff; or
• an act of crime or terrorism has or is likely to be committed.

Mind in Harrow must also inform you that we may be forced to divulge information shared with us in the event that we receive a court order requiring us to do so.
If we believe it is necessary to share your information with a third party, or if we are legally obliged to do so, we will if possible make you aware of this and offer you any support that you may need in connection to this.

Registration for the LiveChat service requires you to provide certain information. This includes a username, your age and the first 3 digits of your postcode. This information is requested to enable Mind in Harrow to provide you with support that is tailored to your needs, ie suitable for your age and whether you live in Harrow. It is possible to opt to remain anonymous or provide a nickname if you prefer.

At the end of the chat we will also ask you about your gender and your ethnicity. This and the information you provided at the beginning of the chat helps us to understand what groups are using the service and who we are reaching, so that we can promote the work we do to any groups who may be missing out on support.

Any information that is recorded about you by Mind in Harrow when using the LiveChat service is stored confidentially within Mind in Harrow. Mind in Harrow may use the information for training purposes.

For information about how we handle data, please read our Privacy Statement at


During the course of any use of the LiveChat service via our website the pages that you see, along with a short text file called a ‘cookie’, are downloaded to your computer. Cookies enable website publishers to find out if a computer and potentially a user has visited the website before.
In relation to the LiveChat service, cookies may enable Mind in Harrow to provide support that is based on information that you have provided during a previous visit to the site & service. It is not our intention to use this information in any other way.
For further information on Mind in Harrow’s use of cookies, please refer to our Privacy Statement

Deleting chat history

If you wish to delete your LiveChat chat history, so that the next person using your device will not be able to see a chat that you have had with Mind in Harrow, then you will need to delete the cache in your browser. You can follow these 3 steps:
• Click the ‘X’ to leave the chat.
• Visit a different website (eg
• Click on ‘internet history’ & select “Clear History” in your browser setting
The next time you want to chat with Mind in Harrow’s LiveChat service you will need to submit your username, age & postcode information again.
You can also request that Mind in Harrow deletes its record of the conversation completely from the chat platform.