Terms of Use

Mind Friend AB (“MindFriend”, “we”, “us”, “our”) is a Swedish-registered company that operates an online marketplace and professional directory connecting individuals seeking mental health support (“Clients”) with independently registered or accredited mental health professionals including psychologists, psychiatrists, therapists, counsellors, psychotherapists, and other qualified practitioners (“Professionals”). MindFriend facilitates the discovery of Professionals and the booking of appointments via video call, telephone, and chat.

Mind Friend AB is incorporated in Sweden (org.nr 559569-7524; registered office: Östermalmstorg 1, 114 42 Stockholm). Contact: talk@mindfriend.com | www.mindfriend.com

By registering for an account, browsing the Platform, or accessing any part of our services, you confirm that you are at least 18 years of age, have read and understood these Terms in full, agree to be bound by these Terms and our Privacy Policy, and have the legal capacity to enter into a binding contract in your jurisdiction.

We may update these Terms from time to time. We will notify registered users of material changes by email or by a prominent 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. If you do not accept an updated version, you must stop using the Platform and may close your account. Continued use of the Platform after the changes take effect constitutes acceptance.

“Platform” means the MindFriend website, mobile applications, and all associated tools, features, and services.

“Client” means any individual who registers to search for or book appointments with a Professional.

“Professional” means any licensed, registered, or otherwise qualified mental health practitioner who lists their services on the Platform.

“Session” means an appointment between a Client and a Professional conducted via video call, telephone, or chat through the Platform.

“User” refers collectively to Clients and Professionals.

“Content” means any text, images, profiles, reviews, communications, or materials submitted to the Platform.

“Applicable Law” means the laws and regulations applicable to a User’s use of the Platform in their jurisdiction.

MindFriend is a technology marketplace and directory only. We do not provide mental health services, therapy, medical advice, diagnosis, or treatment of any kind. All services are provided directly by Professionals who are independent practitioners, not employees, agents, or contractors of MindFriend.

MindFriend does not endorse or recommend any specific Professional. Listing on the Platform is not a referral, clinical recommendation, certification, or guarantee of quality or suitability. Clients are solely responsible for evaluating and selecting a Professional.

The Platform is available only in supported jurisdictions, and only where the selected Professional confirms they are licensed, registered, insured, and legally permitted to serve you in your location (see Section 5).

Nothing on the Platform constitutes medical advice or a substitute for professional care. In a mental health emergency, call 999 immediately; for urgent help that is not an emergency, call NHS 111; the Samaritans are available 24/7 on 116 123. If you are outside the UK, contact your local emergency services.

Clients must register with accurate, current, and complete information. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us immediately of any unauthorised access at talk@mindfriend.com.

Availability and jurisdiction. You confirm your current location at the time of booking, and bookings are limited to Professionals who state they may serve clients in that location. You must not seek to obtain services from a location where your chosen Professional is not authorised to provide them.

Professionals must provide evidence of current, valid credentials. By registering, Professionals represent and warrant that they hold and maintain all required licences, registrations, certifications, and professional indemnity insurance for the jurisdiction(s) in which they practise.

Professionals must be in good standing with their professional regulatory body, provide services only where authorised and licensed, promptly update their profile if credentials, registration, fees, or availability change, and accept sole responsibility for cross-border teletherapy compliance.

UK Professionals must hold active registration with an applicable regulatory or accredited body, including the HCPC, GMC, or a PSA-accredited register such as BACP, UKCP, or equivalent.

MindFriend reserves the right to require additional checks and to decline or remove listings where adequate information is not available.

Administrative checks (not a guarantee). MindFriend carries out reasonable administrative checks of credentials and licences, based on the information the Professional provides and on public registers where available, and reserves the right to carry out such checks at any time and to suspend or remove a listing on verification, jurisdiction-eligibility, or safeguarding grounds (not for commercial performance). These checks are not a verification, certification, endorsement, or guarantee of a Professional’s quality, suitability, competence, ongoing licence status, clinical outcome, or legal ability to treat you in your jurisdiction.

The Platform may be used solely for lawful purposes in accordance with these Terms. Clients may search, filter, and book Sessions with Professionals. Professionals may list services, manage profiles, and receive bookings.

You must not provide false, misleading, or fraudulent information, impersonate any person or entity, falsely claim professional credentials or affiliations, harass or harm another user, solicit users to competing services, submit false or incentivised reviews, scrape or redistribute Platform content, attempt unauthorised access, transmit harmful code, or use the Platform in any way that violates Applicable Law, professional ethics codes, or licensing regulations.

Professionals listed on the Platform are independent practitioners, not employees, agents, partners, or contractors of MindFriend. MindFriend assumes no responsibility for the quality, appropriateness, safety, or legality of any professional services, nor for any act or omission of any Professional. Professionals are solely responsible for all Content in their profiles.

Clients book Sessions directly through the Platform, subject to Professional availability and confirmation. MindFriend carries out reasonable administrative checks of credentials at registration and periodically thereafter, but does not continuously monitor Professional qualifications.

Session fees are set by Professionals and clearly displayed — the price you see is the price you pay. MindFriend’s platform fee is charged to the Professional, not to you. Payment is taken via authorised third-party payment processors (currently Stripe): your payment method is authorised at booking and charged when the Session takes place. MindFriend does not store card numbers; payment processing is handled by PCI DSS-compliant processors.

MindFriend does not hold funds. Client payments are collected by our third-party payment processor and remitted to the Professional in accordance with the Professional Listing Agreement. MindFriend does not operate an escrow and does not hold Client or Professional funds in its own accounts.

Cancellation policies are set by individual Professionals and displayed before booking. Cancellations 24 or more hours before a Session are generally eligible for a full refund, subject to the Professional’s stated policy. Cancellations less than 24 hours before a Session may incur a fee per the Professional’s policy. No-shows without notice are generally non-refundable. Where the statutory 14-day cancellation right applies and the Session has not yet taken place, no cancellation fee is charged beyond a proportionate charge for services already performed (see the Client Service Agreement §8).

MindFriend is not responsible for service quality disputes. Raise complaints with us at talk@mindfriend.com and, where appropriate, with the relevant professional regulatory body.

Professionals are solely responsible for all taxes, national insurance, and statutory deductions applicable in their jurisdiction.

Sessions are conducted by video call, telephone, or in-Platform chat. Both parties are responsible for necessary equipment and internet connectivity. MindFriend makes no warranty as to the quality of any third-party telecommunications infrastructure.

Recording of any Session by either party without the express prior written consent of the other is strictly prohibited and may constitute a criminal offence in some jurisdictions. MindFriend does not record Sessions.

MindFriend does not monitor Sessions and cannot intervene in emergencies. Professionals must comply with their professional and legal duty-of-care obligations. In any emergency, contact local emergency services immediately.

It is the Professional’s sole responsibility to confirm they are legally authorised to provide services to a Client in the Client’s jurisdiction before every Session. MindFriend accepts no responsibility for cross-border licensing violations.

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.

All intellectual property in the Platform, including trademarks, logos, software, and content created by MindFriend, is owned by or licensed to Mind Friend AB. Nothing in these Terms transfers any IP rights to you.

Any Content you submit remains yours. You grant MindFriend a non-exclusive licence to use and display that Content for the purpose of operating the Platform.

You warrant that you own or have rights to all Content you submit and that it infringes no third-party rights.

The Platform is provided “as is” and “as available” without warranties of any kind, express or implied. MindFriend makes no warranty that the Platform will meet your requirements, be uninterrupted or error-free, or that any Professional is suitable or competent for your needs. MindFriend does not guarantee the accuracy of any information provided by Professionals. This Section does not affect any statutory rights you have as a consumer that cannot be excluded under Applicable Law.

MindFriend may offer an AI help assistant that 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 provided for information only, may be inaccurate or incomplete, is not professional, medical, or legal advice, and must not be relied on for clinical matters or in an emergency.

To the maximum extent permitted by Applicable Law, MindFriend and its officers, directors, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, data, goodwill, or business, arising from your use of or inability to use the Platform or any professional services.

MindFriend’s total aggregate liability for all claims shall not exceed the greater of the total Session 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 these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Nothing limits any statutory rights you have as a consumer under Applicable Law.

You agree to indemnify, defend, and hold harmless MindFriend and its affiliates from claims, liabilities, damages, losses, costs, and expenses, including reasonable legal fees, arising from your own unlawful, fraudulent, or infringing conduct, your breach of these Terms, your violation of Applicable Law or third-party rights, or any Content you submit. This indemnity is limited to loss caused by your own acts, omissions, or breach.

Professionals additionally indemnify MindFriend in respect of the professional services they provide or fail to provide, as set out in the Professional Listing Agreement.

The Platform integrates with or links to third-party services, including video conferencing and payment processors. MindFriend is not responsible for the content, terms, or privacy practices of any third-party service. Your use is at your own risk and subject to the third party’s own terms.

MindFriend may suspend or terminate your access without prior notice if you breach these Terms, engage in fraudulent or unlawful activity, or provide false information. For Professionals, a lapsed, suspended, or revoked licence constitutes grounds for immediate removal. Outstanding payment obligations survive termination.

You may close your account at any time by contacting talk@mindfriend.com. Account closure does not entitle you to refunds 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. Professionals should provide 30 days’ notice before removing their listing, except where immediate removal is required for regulatory reasons.

These Terms are governed by the laws of Sweden. Disputes are subject to the non-exclusive jurisdiction of the Swedish courts, without prejudice to any mandatory consumer protections that cannot be excluded by agreement in your country of residence. Dispute resolution is set out in Section 18.

United Kingdom: Nothing in these Terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015. Data protection matters for UK users are governed by UK GDPR and the Data Protection Act 2018, as described in our Privacy Policy.

We encourage you to contact talk@mindfriend.com before initiating formal proceedings. We aim to respond within 5 working days and to resolve complaints within 30 days.

Disputes are governed by the laws of Sweden, with non-exclusive jurisdiction in the Swedish courts, without prejudice to your mandatory consumer rights under UK law.

These Terms, our Privacy Policy, the Client Service Agreement (for Clients), any applicable Professional Listing Agreement, and any applicable Data Processing Agreement constitute the entire agreement between you and MindFriend regarding the Platform. If these Terms conflict with the Client Service Agreement, the Client Service Agreement prevails for Clients; if they conflict with the Professional Listing Agreement, that agreement prevails for Professionals.

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

You may not assign rights under these Terms without our prior written consent. MindFriend may assign this Agreement to a successor in business, provided this does not reduce your rights under it.

MindFriend is not liable for delay or failure caused by circumstances beyond our reasonable control.

These Terms are in English. Where translated, the English version prevails in case of conflict.

The Platform is for users aged 18 and over. We do not knowingly provide services to persons under 18.

Mind Friend AB All enquiries (support, privacy, legal): talk@mindfriend.com Website: www.mindfriend.com