Client Service Agreement

MindFriend AB ("MindFriend", "we", "us", "our") is a Swedish-registered company that operates an online marketplace and directory at www.mindfriend.com (the "Platform"). The Platform allows you to search for, discover, and book appointments with independently licensed and registered mental health professionals including psychologists, psychiatrists, therapists, counsellors, and psychotherapists ("Professionals").

Contact us at: support@mindfriend.com | www.mindfriend.com

MindFriend is a technology marketplace only. We connect you with Professionals. We do not provide therapy, counselling, psychiatric treatment, medical advice, diagnosis, or any other clinical or healthcare service ourselves.

The Professionals listed on the Platform are independent practitioners. They are not employees, agents, or representatives of MindFriend. MindFriend is not responsible for the professional services, advice, or clinical decisions of any Professional you choose to work with.

By using the Platform, you acknowledge and accept that MindFriend is a directory and booking service, not a healthcare provider; the quality and suitability of any Professional’s services is the sole responsibility of that Professional; MindFriend does not guarantee that any Professional is suitable for your specific needs; and therapy delivered through this Platform may not be appropriate for every condition or situation.

This Agreement is accepted digitally. By clicking "I Agree", creating an account, or continuing to use the Platform, you accept all terms of this Agreement without modification. No physical signature is required.

MindFriend records a timestamped log of your acceptance, including the date, time, IP address, and device, which constitutes legally valid evidence of your agreement under EU eIDAS Regulation, Swedish Electronic Signatures Act, UK Electronic Communications Act 2000, and US E-SIGN Act as applicable.

You may use the Platform only if you are at least 18 years of age, or if you are under 18 only with verified consent of a parent or legal guardian. You must not be prohibited by law from receiving online mental health services in your jurisdiction, must have legal capacity to enter into a binding contract, and must use the Platform for personal, non-commercial purposes only.

To book a Session, you must create an account using accurate, complete, and current information including your name, email address, and location. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account.

MindFriend and the Professionals on this Platform cannot help you in an emergency. If you are experiencing a mental health crisis, are thinking about suicide or self-harm, or believe you or someone else is in danger, call emergency services immediately. Do not wait.

The Platform and the services available through it are not intended for psychiatric emergencies, active suicidal ideation, intent to harm yourself or others, active withdrawal requiring medical supervision, court-ordered therapy, legal assessments, formal diagnosis for official purposes, prescription or medication management, or emergency crisis intervention.

You must not disregard, delay, or avoid seeking in-person professional care because of anything a Professional says through the Platform. Online therapy is a complement to, not a replacement for, in-person care where in-person care is what your situation requires.

All Professionals listed on the Platform have declared their credentials, qualifications, and registration to MindFriend. We verify credentials at registration and at renewal.

Every Professional on MindFriend is an independent practitioner. They set their own fees, manage their own schedules, and are solely responsible for the clinical services they provide. MindFriend does not supervise, direct, or control any Professional’s clinical decisions or conduct.

MindFriend verifies that Professionals have declared valid credentials at the time of registration and on renewal. However, we cannot continuously monitor every Professional’s ongoing status in real time. Listing on MindFriend is not an endorsement, recommendation, or guarantee of a Professional’s suitability, competence, or quality for your individual needs.

If at any time you feel that a Professional is not the right fit for you, you may search for and book a different Professional through the Platform.

United Kingdom: Professionals in the UK are registered with an appropriate body such as the HCPC, GMC, or a PSA-accredited register. The Platform does not facilitate assessments or treatment for individuals detained under the Mental Health Act 1983.

Germany and Austria: Professionals providing services in Germany and Austria offer non-insurance, non-tariff-regulated support only. They cannot provide services covered by statutory health insurance and services are not eligible for reimbursement under the German or Austrian insurance system. This is not a medical service.

France: Services on this Platform are not reimbursed by the French social security system. Professionals are not medical professionals and do not provide medical or psychiatric advice. This Platform does not constitute telemedicine or telesante under French law.

United States: Professionals are licensed at the state level. Not all Professionals are available in all states. Availability depends on your location and the Professional’s licence. MindFriend does not handle insurance billing.

All other jurisdictions: If you access the Platform from a country not listed above, services are available on a best-efforts basis. You are responsible for checking whether receiving online therapy from a Professional in another country is permitted under your local law.

You may search and filter Professionals by specialisation, language, price, availability, session type, and other criteria. When you find a Professional you would like to work with, you can book a Session directly through the Platform.

Sessions may be available by video call, phone call, or chat, subject to what each Professional offers. You and the Professional agree on the session format at the time of booking.

It is your responsibility to ensure you have the technical equipment and internet connection required for your chosen format. Once a booking is confirmed, you will receive confirmation to your registered email address.

Each Professional sets their own Session Fee, which is displayed clearly on their Profile before you book. You are shown the full fee before completing payment.

Payments are processed securely through third-party payment processors, currently Stripe and/or Revolut. MindFriend does not store your card number or bank details. By submitting payment, you authorise the charge of the Session Fee to your selected payment method.

MindFriend does not hold your money in its own bank account. Your payment is held by the payment processor and released to the Professional 72 hours after your Session is completed.

Cancellation policies are set by each individual Professional and are displayed on their Profile and at the time of booking. Cancellations made at least 24 hours before the scheduled Session are generally eligible for a full refund, subject to the Professional’s stated policy. Cancellations made less than 24 hours before the Session may be subject to a cancellation fee. No-shows are generally non-refundable.

If you are located in the EU or UK, you have a statutory right to cancel a contract for digital services within 14 days of purchase. However, if you have already attended your Session within that period, you agree that the service has been fully performed and you waive your right to a refund for that Session.

If a payment is disputed or charged back, MindFriend reserves the right to suspend your account pending resolution. Fraudulent chargebacks may result in permanent account closure and referral to relevant authorities.

By using the Platform, you agree to treat all Professionals with respect and courtesy, attend booked Sessions on time or cancel with adequate notice, provide accurate information, use the Platform only for lawful personal purposes, and not record any Session without prior written consent.

You also agree not to share Session content with third parties without consent, not to attempt to contact Professionals outside the Platform or solicit off-platform services, not to misuse reviews or ratings, and not to use the Platform in any way that violates applicable law or these Terms.

By using the Platform to book and attend Sessions, you give your informed consent to receiving mental health support remotely via video call, phone call, or text chat.

You understand that remote therapy involves transmission of personal and health-related information over the internet, which carries inherent but manageable privacy and security risks. Technical difficulties may occasionally disrupt Sessions, and the Professional will have a protocol for managing this.

Remote therapy may not be suitable for all conditions and all people. You may withdraw your consent to remote therapy at any time by stopping your use of the Platform. Your specific location may be requested at the start of certain Sessions to allow the Professional to comply with licensing and emergency referral obligations.

MindFriend AB processes your personal data in accordance with our Privacy Policy, available at www.mindfriend.com/privacy. The Privacy Policy is incorporated into and forms part of this Agreement.

MindFriend collects only the data necessary to operate the Platform, including your account details, booking information, and payment records. Any health-related information you voluntarily share when searching for a Professional or communicating through the Platform is treated as sensitive data and protected accordingly.

MindFriend does not sell your personal data to third parties. Clinical notes and therapy records created by your Professional are their responsibility, not MindFriend’s. You have rights over your data under EU GDPR, including the right to access, correct, delete, and port your data.

By registering, you consent to receiving communications from MindFriend electronically, including booking confirmations, reminders, receipts, updates to this Agreement, Privacy Policy updates, service announcements, and account notifications.

You can manage your communication preferences in your account settings. Some communications are essential for the operation of the Platform and cannot be opted out of without closing your account.

All intellectual property in the Platform, including trademarks, logos, design, software, and original content, is owned by MindFriend AB or its licensors.

You are granted a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the Platform for the purposes of this Agreement only. You must not copy, reproduce, distribute, or create derivative works from any part of the Platform without written consent.

Any content you submit remains yours, but you grant MindFriend a non-exclusive licence to display and use that content for the purposes of operating the Platform.

The Platform is provided "as is" and "as available". MindFriend makes no warranty that the Platform will be uninterrupted or error-free, that any Professional is suitable for your needs, or that the services of any Professional will produce any particular outcome.

Use of the Platform is at your own risk. MindFriend does not verify in real time that every Professional’s licence remains active at the time of every Session. You are encouraged to independently verify a Professional’s credentials with their stated regulatory body if you have any concerns.

To the maximum extent permitted by law, MindFriend and its directors, employees, and affiliates are not liable for any harm, injury, or loss arising from the professional services you receive or fail to receive; any indirect, incidental, or consequential damages; or any loss of data, profits, or goodwill arising from your use of the Platform.

MindFriend’s total liability to you for any claim shall not exceed the greater of the total fees you have paid through the Platform in the 12 months preceding the claim or EUR 100.

Nothing in this Agreement limits MindFriend’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded or limited under applicable consumer protection law.

MindFriend may suspend or terminate your account without prior notice if you breach this Agreement, engage in abusive behaviour toward Professionals, submit fraudulent payments or chargebacks, or use the Platform in any unlawful way.

You may close your account at any time by contacting support@mindfriend.com. Closing your account does not entitle you to a refund of fees already paid for completed Sessions.

After completing a Session, you may leave a review and rating for your Professional. Reviews must be honest, based on your genuine experience, and not defamatory or abusive.

MindFriend reserves the right to remove reviews that violate these guidelines. You must not be offered or accept any incentive in exchange for a positive review.

European Union, including Sweden: This Agreement is governed by the laws of Sweden. EU consumers benefit from the mandatory consumer protection provisions of their country of residence. Data protection matters are governed by EU GDPR.

United Kingdom: UK users’ statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection legislation are not affected by this Agreement.

United States: US users agree that disputes not resolved informally shall be governed by the laws of the State of Delaware. Where permitted by applicable law, disputes shall be resolved by binding individual arbitration under the rules of the American Arbitration Association.

All other jurisdictions: If you access the Platform from any other country, you do so at your own risk and are responsible for compliance with local law.

If you have a complaint about MindFriend’s Platform or services, please contact us first at support@mindfriend.com. We aim to respond within 5 working days and to resolve all complaints within 30 days.

If your complaint relates to the clinical conduct, behaviour, or professional services of a Professional, you should also raise this with the Professional’s regulatory body. MindFriend can provide the relevant regulatory body’s contact details on request.

MindFriend may update this Agreement at any time. We will notify you of material changes by email to your registered address and by displaying a notice on the Platform.

The updated Agreement will show the new effective date at the top. Continued use of the Platform after the effective date of any change constitutes acceptance of the updated Agreement.

If you do not accept the updated Agreement, you must stop using the Platform and close your account by contacting support@mindfriend.com.

This Agreement and the Privacy Policy constitute the entire agreement between you and MindFriend regarding your use of the Platform as a Client.

If any provision is unenforceable, the remaining provisions continue in full force. Failure to enforce any provision is not a waiver of that right.

This Agreement is written in English. If a translated version conflicts with the English version, the English version prevails.

You may not transfer your rights under this Agreement to anyone else. MindFriend may assign its rights freely, for example in the event of a business sale or restructuring.