Terms of Use
Terms and Conditions
Mind Friend Inc. · Version 3.2 · Last updated 23 October 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.
Important notice. MindFriend is a technology platform and marketplace, not a healthcare provider. The independent Professional you book provides the clinical service under the Therapist–Client Service Agreement you accept at booking (Section 5). Your consent to remote (telehealth) sessions is in Section 10. Olive Friend is an AI feature, not a person (Section 11). The terms that apply to you depend on the country in which you use the Platform: the Global sections apply to everyone; the United Kingdom section (Section 18) and the United States section (Section 19) add to or override them for users in those countries.
By creating an account or using the Platform you enter into this Agreement with Mind Friend Inc. Read it before you start. If you do not agree, do not use the Platform.
GLOBAL TERMS
1. Who we are
Mind Friend Inc. ("MindFriend", "we", "us") owns and operates the MindFriend website, apps and related services (the "Platform"). 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 facilitates discovery, booking, payment processing and communication between Clients and independent mental-health Professionals, and provides Olive Friend, an AI-enabled support feature. MindFriend does not itself provide therapy, counselling, medical advice, diagnosis, treatment, crisis support or clinical supervision, and is not a healthcare provider, clinic, referral service or emergency service.
2. Where the Platform is available and who may use it
The Platform is available to people located in the United Kingdom and the United States who are 18 or over and able to enter into a binding contract, for personal, non-commercial use. You confirm your country at registration and your location when you book; if you are in the United States you confirm the state in which you are located, and may be asked to confirm it again at the start of a Session. You may book only a Professional whose profile shows they are permitted to serve clients where you are located. We may use your stated location, billing details and technical signals to confirm eligibility and may decline or cancel a booking that does not meet these requirements.
Olive Friend without an account. You may use Olive Friend as a guest, without creating an account, if you are 18 or over and located in the United Kingdom or the United States. Guest use is governed by these Terms, which you accept by confirming the notice shown before your first message (Section 11). Booking, messaging with Professionals and all other features require an account.
3. Accepting this Agreement and changes to it
You accept this Agreement digitally by clicking "I agree" at registration, or, for guest use of Olive Friend, by confirming the notice shown before your first message. We record the version accepted, the date and time, and the device and network details of the acceptance. We may update this Agreement; we notify registered users of material changes by email and by a notice on the Platform, and material changes take effect only after notice and a reasonable review period, never retroactively. If you do not accept an update, stop using the Platform and close your account by emailing talk@mindfriend.com. Continued use after the changes take effect is acceptance.
4. The Professionals
Professionals are independent practitioners. They are not employees, agents or representatives of MindFriend. They set their own fees and availability, exercise their own clinical judgement, and are responsible for their licensing, registration, insurance, professional conduct, clinical decisions and clinical records. MindFriend does not exercise control or direction over the means, methods or manner by which a Professional exercises professional judgement. Professionals on the Platform do not prescribe medication.
Professionals must hold the registration or licence their profession requires where they practise: in the United Kingdom, registration with a statutory regulator or a Professional Standards Authority-accredited register; in the United States, an active, unrestricted licence from the licensing board of each state in which they serve clients, or lawful authorisation under an interstate compact. MindFriend carries out administrative checks of the credentials Professionals declare, at registration and periodically afterwards, using what they provide and public registers where available. These checks are not a certification, endorsement, recommendation or guarantee of quality, competence, suitability, current professional status or legal ability to serve you, and we do not monitor Professionals continuously. Listing is not a referral.
Because registration and licensing rules differ by country and, in the United States, by state, 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.
5. How the contracts fit together
This Agreement governs your use of the Platform and your relationship with MindFriend. The Therapist–Client Service Agreement, which MindFriend hosts and each Professional adopts, governs the clinical service between you and the Professional you book; you accept it each time you book, and the clinical relationship begins when the Professional accepts your booking. Professionals are bound by the Terms and Conditions for Professionals. If your access is paid for by an Organisation, Section 12 applies and you remain a Client under this Agreement.
6. 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. 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. Disregard any advice about medication or medical treatment if delivered through the Platform. Do not disregard, delay or avoid in-person care because of anything a Professional says through the Platform.
7. Booking, payment, cancellation and refunds
Booking. Search and filter Professionals, choose a Session format the Professional offers (video, phone or chat), and book directly. Once the Professional confirms, you receive a confirmation email identifying the Professional, the price, the cancellation policy and the version of the Therapist–Client Service Agreement you accepted.
Payment. Each Professional sets a Session fee, shown 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.
Cancellation. Each 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. Additional cancellation rights for users in the United Kingdom are in Section 18.
8. Your account and conduct
Register with accurate, complete information and keep it current. Keep your login confidential; you are responsible for activity under your account and must tell us at once at talk@mindfriend.com if you suspect unauthorised access. Treat Professionals with respect; attend Sessions on time or cancel with adequate notice; attend from a private and safe setting; use the Platform only for lawful personal purposes. You must not give false or misleading information, impersonate anyone, claim credentials you do not hold, harass or harm another user, record a Session without the other participant's prior written consent, share Session content without consent, submit false or incentivised reviews, scrape or redistribute Platform content, attempt unauthorised access, transmit harmful code, or use the Platform in breach of applicable law.
9. Sessions
Sessions take place by video, phone or chat through the Platform. Each participant is responsible for their own equipment and connection. MindFriend does not record Sessions, does not monitor them, and cannot intervene in an emergency. Before a Session the Professional is responsible for confirming they are permitted to serve you where you are located, and you must provide your location when asked.
10. Telehealth consent
By booking and attending Sessions you consent to receiving mental-health support remotely through the Platform 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. Before each Session, where the law or your Professional requires it, you agree to accurately provide your physical location. Your Professional may ask you to complete additional consents required by their profession or by the law where you are located. You may withhold or withdraw this consent at any time by telling your Professional or stopping use of the Platform, without affecting your right to seek care elsewhere.
11. Olive Friend
Olive is software. Olive Friend is an AI-enabled feature that responds to what you type. It is not a person and not a therapist, counsellor, clinician or healthcare provider. Nothing Olive says is therapy, medical advice, diagnosis, treatment or crisis support. We tell you that you are interacting with an AI at the start of each conversation, when you return after a break, and whenever you ask. Olive is available to registered users aged 18 or over and, as a guest without an account, on the conditions set out below.
Guest use. If you use Olive without an account, the same rules apply, with three differences: you confirm that you are 18 or over and consent to our handling of what you share before your first message; your conversation is not saved to any account and is deleted when your session ends, so it cannot be retrieved later and there is no history to review or delete; and we hold only a temporary session identifier with your IP address and device details, kept with the record of your confirmation as described in the Privacy Policy. Guests cannot book or message Professionals. We may limit or withdraw guest access at any time.
Limits. Olive can misunderstand you and can produce responses that are inaccurate or unsuitable; do not rely on it for decisions about your health, safety, medication or legal or financial affairs. Olive cannot call for help and does not monitor you. If what you write suggests you may be at risk, Olive is designed to stop the ordinary conversation and show you crisis resources for your location; this is an automated safety prompt, not a clinical assessment, and it may not trigger when it should.
Your conversations. Olive conversations are processed by MindFriend and by OpenAI, our AI service provider, solely to generate responses and keep the feature safe, as described in the Privacy Policy. OpenAI operates under zero data retention, so it does not store your conversations after generating the response; conversations are not used to train AI models and are not shared with Professionals. You can delete your Olive history at any time from your account.
Olive and Professionals. Olive is separate from booking; a suggestion to speak to a Professional is a general signpost, not a recommendation of any particular Professional, and creates no clinical relationship.
Acceptable use. Do not use Olive to obtain unlawful content, to harm yourself or others, to attempt to extract or manipulate the underlying model, to impersonate anyone, or to enter another person's personal or health information without their consent. We may suspend Olive access for misuse or safety reasons, and may change, limit or withdraw the feature.
12. Access through an Organisation
An Organisation (such as an employer or institution) may pay for Platform access for its Members under the Organisation Services Agreement. A Member is a Client under this Agreement; the Organisation is not a party to a Member's relationship with MindFriend or any Professional. Your account shows what your Organisation's subscription covers. An Organisation receives only aggregated, de-identified usage reporting, never reported for small groups, and is never told whether you registered, booked, attended, used Olive, or what you said. Professionals do not report to Organisations. Anything not covered is paid by you under Section 7. If your access through an Organisation ends, your account continues as an ordinary Client account and any confirmed booking is honoured.
13. 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 — 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 and for the clinical records they create. 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, does not use your health or booking data for advertising, and does not sell your personal data. By registering you agree to receive service communications electronically; marketing preferences are managed in your account.
14. Intellectual property
The Platform, its software and design, and the MindFriend and Olive Friend names and logos 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 and display it to operate the Platform, and you confirm you have the right to submit it. Third-party services used by the Platform are listed in the Privacy Policy and are subject to their own terms.
15. Responsibility and liability
Responsibility follows who controls what. 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. Each Professional is responsible for their clinical care, professional conduct, licensing, insurance, clinical decisions and clinical records; MindFriend is not liable for the acts or omissions of a Professional or for the quality, suitability or outcome of any clinical service. You are responsible for the accuracy of what you tell us, your conduct, and the security of your account.
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. To the extent permitted by law, we are not liable for indirect or consequential loss or for loss of profit, data or goodwill arising from your use of the Platform or of any professional service. Nothing in this Agreement excludes or limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be excluded, and nothing affects your statutory rights as a consumer. You agree to compensate MindFriend for loss it suffers because of your unlawful, fraudulent or infringing conduct or your breach of this Agreement, limited to loss caused by your own acts or omissions.
16. Suspension and termination
We may suspend or terminate your access without prior notice if you breach this Agreement, behave abusively towards a Professional, make fraudulent payments or chargebacks, give false information, 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. MindFriend does not currently operate a public reviews feature; separate terms will be published if one is introduced.
17. Complaints and general terms
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 may also be raised with their regulatory or professional body; we provide contact details on request. This Agreement and the Privacy Policy are the entire agreement between you and MindFriend about the Platform; 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 assign your rights; MindFriend may assign this Agreement to a successor in business provided this does not reduce your rights. We are not liable for delay or failure caused by events beyond our reasonable control. This Agreement is in English and the English version prevails.
UNITED KINGDOM
18. Additional terms for users in the United Kingdom
Services in the United Kingdom. Professionals serving UK Clients are independent practitioners registered as described in Section 4. MindFriend is not an NHS service, and the Platform does not facilitate assessments or treatment under the Mental Health Act 1983.
Your right to cancel. 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 controls in your account, email talk@mindfriend.com, or use the form at www.mindfriend.com/cancellation-form.
Governing law and courts. This Agreement is governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts. Nothing in this Agreement requires you to arbitrate, and nothing affects your statutory rights, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Data protection is governed by UK GDPR and the Data Protection Act 2018 as described in the Privacy Policy; you may complain to the Information Commissioner's Office.
UNITED STATES
19. Additional terms for users in the United States
Services in the United States. Professionals serving US Clients are licensed, or lawfully authorised under an interstate compact, in the state in which you are located. MindFriend is not a healthcare provider and is not a covered entity under HIPAA; where your Professional is, MindFriend supports the arrangements that law requires.
Cancellation. The 14-day right in Section 18 does not apply. Cancellations and refunds follow the Professional's displayed policy and Section 7. Nothing in this Agreement limits rights that cannot be waived under the law of your state.
Notice to California residents. The Board of Behavioral Sciences receives and responds to complaints about services provided within the scope of practice of marriage and family therapists, clinical social workers and professional clinical counselors: www.bbs.ca.gov, (916) 574-7830.
Sanctions. You confirm that you are not located in a country subject to a comprehensive US embargo and are not on any US government list of prohibited or restricted parties.
Governing law and courts. This Agreement is governed by the laws of the State of Delaware, without regard to its conflict-of-law rules. Disputes may be brought in the state or federal courts located in Delaware or in the courts of the state in which you live. Your privacy rights under state law are described in the Privacy Policy, Sections 16 and 17.
20. Contact
General enquiries and complaints: talk@mindfriend.com. Legal and privacy: legal@mindfriend.com. Mind Friend Inc., 251 Little Falls Drive, Wilmington, New Castle County, DE 19808, USA.