Client Service Agreement

Mind Friend Inc. · Version 3.1 · Last updated 22 September 2026

In an emergency. If you are in the United Kingdom and you or someone else is in immediate danger, call 999; for urgent mental-health help that is not an emergency, call NHS 111 and select the mental-health option; Samaritans are available 24 hours a day on 116 123. If you are in the United States, call 911 in an emergency, or call or text 988 to reach the 988 Suicide & Crisis Lifeline. MindFriend is not an emergency or crisis service and cannot intervene in a crisis. Full list: www.mindfriend.com/crisis.

For individuals seeking mental-health support through MindFriend. You accept this Agreement when you create a Client account. Read it together with the Terms and Conditions and the Privacy Policy.

1. Who we are and what we do

Mind Friend Inc. ("MindFriend", "we", "us") operates the MindFriend platform (www.mindfriend.com). Mind Friend Inc. is a corporation registered in the State of Delaware, United States (Delaware File No. 10723358). Registered office: 251 Little Falls Drive, Wilmington, New Castle County, DE 19808, USA. Registered agent: Corporation Service Company. General enquiries: talk@mindfriend.com. Legal enquiries: legal@mindfriend.com. Website: www.mindfriend.com.

MindFriend is a technology platform and marketplace. It lets adults in the United Kingdom and the United States search for, book and communicate with independent mental-health Professionals. MindFriend provides the platform; the Professional provides the clinical service. We do not provide therapy, counselling, psychiatric treatment, medical advice, diagnosis or any other clinical service, and we do not supervise, direct or control any Professional's clinical decisions.

2. Accepting this Agreement and eligibility

This Agreement is accepted digitally when you click "I agree" during registration. We record the version you accepted, the date and time, and the device and network details of the acceptance. You may use the Platform only if you are 18 or over, located in the United Kingdom or the United States, able to enter into a binding contract, and using it for personal, non-commercial purposes. If your access is paid for by an Organisation, Section 13 of the Terms and Conditions also applies and you remain a Client under this Agreement.

3. When MindFriend is not suitable

The Platform and the Professionals on it cannot help in an emergency. If you are in crisis, thinking about suicide or self-harm, or believe you or someone else is in danger, contact emergency services now; do not wait.

The Platform is not intended for psychiatric emergencies, active suicidal intent, active withdrawal requiring medical supervision, court-ordered or otherwise mandated therapy, forensic or custody evaluations, official documentation or certification (for example fitness-to-work or emotional-support-animal letters), formal diagnosis for official purposes, prescribing or medication management, or care for someone subject to compulsory or involuntary treatment. Do not disregard, delay or avoid in-person care because of anything a Professional says through the Platform; remote support is a complement to in-person care, not a replacement for it where in-person care is what your situation requires.

4. The Professionals

Every Professional on the Platform is an independent practitioner who sets their own fees and schedule and is solely responsible for the clinical service they provide. Professionals declare their credentials, registration or licence and insurance to us. We carry out administrative checks of that information at registration and on renewal, using what the Professional provides and public registers where available. These checks are not a guarantee of suitability, competence, quality, ongoing registration or licence status, or of any outcome, and we cannot monitor every Professional in real time. Listing is not an endorsement or recommendation.

Because registration and licensing rules differ between the United Kingdom and the United States, and between US states, the Professionals available to you are limited to those permitted to practise where you are located. If a Professional you have booked leaves the Platform, we will notify you by email, any prepaid Session that has not taken place will be refunded in full, and you may book another Professional. If a Professional is not the right fit, you may book a different one at any time.

5. Booking a Session

You can search and filter Professionals by specialisation, language, price, availability, session type and other criteria, and book directly through the Platform. Sessions may be by video, phone or chat, depending on what the Professional offers; you agree the format when you book. You are responsible for the equipment and connection your chosen format needs. Once the Professional confirms, you receive a confirmation email that identifies the Professional, the price, the cancellation policy and the version of the Therapist–Client Service Agreement you accepted.

6. Payment

Each Professional sets a Session fee, shown 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, and there are no additional charges at checkout. Payments are processed by Stripe. MindFriend does not store your card number or bank details. Refunds due under this Agreement are returned to your original payment method within 14 days.

If we reasonably believe a payment dispute or chargeback is fraudulent or abusive, we may suspend your account while it is resolved; fraudulent chargebacks may lead to permanent closure and referral to the relevant authorities.

7. Cancellation and refunds

The Professional's cancellation policy is shown on their profile and at booking. Cancellations made at least 24 hours before a Session are refunded in full unless the Professional's policy says otherwise. Cancellations with less than 24 hours' notice and missed Sessions may incur the fee stated in the Professional's policy.

If you are in the United Kingdom you have a statutory right to cancel a contract for services within 14 days of purchase. If you book a Session that falls within those 14 days, you are asked at checkout to expressly request that the service start early, by a separate confirmation, and your confirmation email repeats this. If you make that request and attend the Session, the service has been fully performed and the right to cancel it for a refund ends. If you cancel within the 14 days but before the Session takes place, you are entitled to a refund less a proportionate charge for any service already provided, and no other cancellation or no-show fee applies. To cancel, use the cancellation controls in your account, email talk@mindfriend.com, or use the cancellation form at www.mindfriend.com/cancellation-form.

If you are in the United States the 14-day right above does not apply; cancellations and refunds follow the Professional's displayed policy and this Section. Nothing in this Section limits rights that cannot be waived under the law of your state.

8. Your responsibilities

Treat Professionals with respect; attend Sessions on time or cancel with adequate notice; give accurate information; attend from a private and safe setting; use the Platform only for lawful personal purposes; do not record any Session without the Professional's prior written consent; and do not share Session content with others without consent.

9. Telehealth consent and location

By booking and attending Sessions you consent to receiving mental-health support remotely through the Platform by video, phone or chat, and to the electronic transmission of the personal and health-related information you choose to share. Remote sessions carry inherent but manageable privacy, security and technical risks; connection problems can occur, and your Professional will have a way of managing them. Remote support may not suit every condition; your Professional will tell you if in-person care is what your situation needs. Your Professional may ask you to complete additional consents required by their profession or by the law where you are located.

You confirm that you are located in the United Kingdom or the United States. If you are in the United States, you confirm the state in which you are physically located at booking and, when asked, at the start of each Session; your Professional needs to know your location to serve you lawfully and in case of an emergency. You may withdraw your consent to remote support at any time by telling your Professional or stopping use of the Platform, without affecting your right to seek care elsewhere.

10. Your personal data

Mind Friend Inc. processes your personal data as described in the Privacy Policy (www.mindfriend.com/privacy), which forms part of this Agreement. In summary: MindFriend is responsible for the data the Platform processes, including your account, searches, bookings, payment records, support and security logs, the transmission and 14-day storage of messages and in-session chat, video and audio technical metadata, and your Olive conversations. Your Professional is separately responsible for the clinical use of what you share with them and for the clinical records, notes, treatment decisions and safeguarding records they create.

Health-related information you choose to share is treated as sensitive data and protected accordingly. MindFriend does not record Sessions, does not hold clinical notes, does not use artificial intelligence on your messages or in-session chat with a Professional, and does not use your health or booking data for advertising. We do not sell your personal data. Contact legal@mindfriend.com to exercise your rights over Platform-held data, and your Professional for the clinical records they hold.

11. Electronic communications

By registering you agree to receive communications from us electronically, including booking confirmations, reminders, receipts, updates to this Agreement or the Privacy Policy, and account notices. You can manage marketing preferences in your account; service messages essential to operating your account cannot be turned off without closing it.

12. Intellectual property

The Platform and its content are owned by or licensed to Mind Friend Inc. You have a personal, non-transferable, revocable licence to use the Platform for the purposes of this Agreement. Content you submit remains yours; you grant MindFriend a non-exclusive licence to use it to operate the Platform.

13. Responsibility and liability

Mind Friend Inc. is responsible for operating the Platform, for the personal data it processes and for the payment-processing arrangements it controls, to the extent required by law. Your Professional is responsible for their clinical care, professional conduct, licensing, insurance, clinical decisions and clinical records; MindFriend is not liable for any harm, injury or loss arising from the professional services you receive or fail to receive. The Platform is provided "as is"; we do not promise it will be uninterrupted or error-free, or that any Professional is suitable for your needs or will produce any particular outcome. To the extent permitted by law, we are not liable for indirect or consequential loss or for loss of data, profits or goodwill.

Nothing in this Agreement excludes or limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be excluded or limited under applicable consumer protection law, and nothing affects your statutory rights as a consumer.

14. Suspension and termination

We may suspend or terminate your account without prior notice if you breach this Agreement, behave abusively towards a Professional, make fraudulent payments or chargebacks, or use the Platform unlawfully. You may close your account at any time by emailing talk@mindfriend.com. Closing your account does not entitle you to a refund for Sessions already delivered. If we suspend or terminate your account, fees paid for Sessions not yet delivered are refunded in full.

15. Complaints

Contact talk@mindfriend.com first. We aim to respond within 5 working days and to resolve complaints within 30 days. Complaints about a Professional's clinical conduct should also be raised with the Professional's regulatory or professional body; we will provide contact details on request.

16. Governing law

If you are in the United Kingdom, this Agreement is governed by the law of England and Wales and you may bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in your local courts; your rights under the Consumer Rights Act 2015 and other UK consumer law are not affected. If you are in the United States, this Agreement is governed by the laws of the State of Delaware and disputes may be brought in the state or federal courts located in Delaware or in the courts of your state of residence; rights that cannot be waived under the law of your state are not affected.

17. Changes to this Agreement

We may update this Agreement. We will notify you of material changes by email and by a notice on the Platform; material changes take effect only after notice and a reasonable review period and are not applied retroactively. The current version and date appear at the top of this page. If you do not accept an update, stop using the Platform and close your account by emailing talk@mindfriend.com.

18. General

This Agreement, the Terms and Conditions and the Privacy Policy are the entire agreement between you and MindFriend about your use of the Platform as a Client; the Therapist–Client Service Agreement governs the clinical service. If any provision is unenforceable the rest continue. Our not enforcing a provision is not a waiver. You may not transfer your rights; MindFriend may assign this Agreement to a successor in business provided this does not reduce your rights. This Agreement is in English and the English version prevails.

19. Contact

General enquiries and complaints: talk@mindfriend.com. Privacy and legal enquiries: legal@mindfriend.com. Mind Friend Inc., 251 Little Falls Drive, Wilmington, New Castle County, DE 19808, USA.