Client Service Agreement

Mind Friend 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 registered and accredited mental health professionals including psychologists, psychiatrists, therapists, counsellors, and psychotherapists (“Professionals”). Contact us at: talk@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; that the quality and suitability of any Professional’s services is the sole responsibility of that Professional; that MindFriend does not guarantee that any Professional is suitable for your specific needs; and that 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 (date, time, IP address, and device), which we retain as evidence that you accepted this Agreement. Electronic acceptance is recognised under the EU eIDAS Regulation (Regulation (EU) No 910/2014), and the UK Electronic Communications Act 2000, as applicable. You may use the Platform only if you are at least 18 years of age. 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 carry out reasonable administrative checks of those credentials and licences, based on the information the Professional provides and on public registers where available. These checks are not a guarantee of a Professional’s suitability, competence, quality, ongoing licence status, or of any clinical outcome. 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. We carry out these administrative checks at registration and on renewal. We cannot continuously monitor every Professional’s ongoing status in real time. Listing on MindFriend is not an endorsement, recommendation, certification, 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.

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. The price you see is the full price you pay — MindFriend’s platform fee is charged to the Professional, not to you, and there are no additional charges at checkout. Payments are processed securely through a third-party payment processor, currently Stripe. MindFriend does not store your card number or bank details. When you book, your payment method is authorised for the Session Fee; the charge is completed when your Session takes place, and the funds are remitted to the Professional. MindFriend does not hold your money. Your payment is collected by our third-party payment processor and remitted to the Professional 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 UK, you have a statutory right to cancel a contract for services within 14 days of purchase. When you book a Session that starts within that period, you are asked at checkout to expressly request that the service begin early, via a separate confirmation; your booking confirmation email restates this. If you make that express request and attend your Session, the service has been fully performed and you lose your right to cancel that Session for a refund. If you cancel within the 14 days but before the Session takes place, you remain entitled to a refund, less a proportionate charge for any service already provided — and no cancellation or no-show fee applies beyond that proportionate charge. How to cancel and refunds. To cancel, use the cancellation controls in your account or email talk@mindfriend.com; a model cancellation form is available on request. Valid refunds are returned to your original payment method within 14 days, processed through our payment processor. If we reasonably believe a payment dispute or chargeback is fraudulent or abusive, 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, and not to use the Platform in any way that violates applicable law or this Agreement.

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. Location and jurisdiction. You confirm your location at the time of booking, and may be asked to confirm it again before a Session, so that the Professional can comply with registration and emergency-referral obligations. You can only book Professionals who confirm they are licensed and permitted to serve clients in your location. You must not seek to obtain services from a location where your chosen Professional is not authorised to provide them.

Mind Friend 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. In respect of your data, MindFriend is a controller for your account, profile, booking metadata, payment and platform-fee records, support, security logs, and marketplace analytics, and a processor for the limited booking, messaging, and video/audio activities we carry out on behalf of your Professional. Your Professional is an independent controller for the clinical records, notes, diagnoses, and treatment decisions they create. MindFriend collects only the data necessary to operate the Platform. Any health-related information you voluntarily share when searching for a Professional or communicating through the Platform is treated as special-category data and protected accordingly. MindFriend does not record Sessions, store clinical or therapy notes, generate AI summaries of your health data, or use your health or booking data for advertising. MindFriend does not sell your personal data. You have rights over your data under EU and UK GDPR, including the right to access, correct, delete, restrict, port, and object, and to withdraw consent. To exercise them, contact talk@mindfriend.com.

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 Mind Friend 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 check a Professional’s credentials with their stated regulatory body if you have any concerns. Any AI help assistant we provide answers questions about the Platform from our own help content and can suggest Professionals matching your request using the Platform’s deterministic search criteria. It is informational only, may be inaccurate, is not clinical or professional advice, and is not a substitute for a Professional or emergency services.

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 (or the equivalent in the currency in which you paid). 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 talk@mindfriend.com. Closing your account does not entitle you to a refund of fees already paid for completed Sessions. If we suspend or terminate your account, fees paid for Sessions not yet delivered will be refunded in full.

MindFriend does not currently operate a public reviews or ratings system. If one is introduced, it will be governed by separate terms published at that time.

Governing law. This Agreement is governed by the laws of Sweden, without prejudice to any mandatory consumer protection rights you have under the law of your country of residence that cannot be excluded by agreement. 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.

If you have a complaint about MindFriend’s Platform or services, please contact us first at talk@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. We will notify you of material changes by email to your registered address and by displaying a notice on the Platform. Material changes are not applied retroactively and take effect only after we have given you notice and a reasonable period to review them. The updated Agreement will show the new effective date at the top. If you do not accept the updated Agreement, you must stop using the Platform and may close your account by contacting talk@mindfriend.com.

This Agreement, the MindFriend Terms of Use, the Privacy Policy, and any applicable Data Processing Agreement 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 this Agreement to a successor in business, for example in the event of a business sale or restructuring, provided this does not reduce your rights under it.

Mind Friend AB Registered office: Östermalmstorg 1, 114 42 Stockholm, Sweden · org.nr 559569-7524 All enquiries (support, complaints, privacy, legal): talk@mindfriend.com Website: www.mindfriend.com