Therapist–Client Service Agreement (Informed Consent)

Your Clinician provides remote mental-health support (such as therapy or counselling) by video, phone, or chat, as an independent professional using their own clinical judgement. No particular outcome is promised, and the service may not be suitable for every condition. MindFriend does not provide therapy, diagnosis, treatment, crisis support, or clinical supervision.

This service is for adults aged 18 or over who are able to give their own consent and enter into this agreement. It is for personal use and is not appropriate where in-person or emergency care is what your situation requires.

This is not a crisis or emergency service. If you may harm yourself or someone else, or you cannot keep yourself safe, call 999 or go to your nearest emergency department. For urgent help that is not an emergency, call NHS 111. The Samaritans are available 24/7 on 116 123. Your Clinician cannot guarantee immediate availability.

Your Clinician confirms they are registered or accredited with their professional body, hold appropriate insurance, and practise within their competence and the law. They remain solely responsible for their clinical care, scope, and professional ethics.

By booking, you consent to receiving support remotely and understand that this carries inherent but manageable privacy and technical risks, and that connection problems can occur. You may ask your Clinician about their approach, the likely benefits and risks, and any alternatives, before or during the work. You can decline anything or withdraw your consent at any time by telling your Clinician or by stopping use of the service.

What you share with your Clinician is confidential, except where they must act or disclose information to protect you or another person from serious harm, or where the law or their professional duties require it (for example, safeguarding concerns or a risk to life). Your Clinician will explain these limits.

Your Clinician will tell you how and when they can be reached between sessions and how quickly they aim to respond. Messages and the platform are not monitored continuously and must not be used for emergencies or urgent risk — in those cases use the numbers in section 3.

Your Clinician sets their fee and cancellation policy, which are shown before you book. Payment is taken through MindFriend’s payment processor: your payment method is authorised at booking and charged when the session takes place. Cancellations and refunds follow your Clinician’s stated policy and your statutory rights as a consumer (see the MindFriend Client Service Agreement §8 for how to cancel and how refunds are processed).

Your Clinician keeps the clinical notes and records required by their profession. MindFriend does not create, hold, or access clinical notes, and sessions are not recorded.

For the clinical care they provide, your Clinician is an independent data controller and handles your health information under their own privacy notice. MindFriend handles platform data such as your account, booking, and payment information as described in the MindFriend Privacy Policy.

Please give accurate information, attend from a private and safe setting, attend on time or cancel with reasonable notice, and do not record sessions without consent.

You or your Clinician may end the working relationship at any time. Your Clinician should support a safe ending and, where appropriate, signpost other sources of support.

If you have concerns, raise them first with your Clinician; you may also contact their professional regulatory body. For platform issues such as booking, payment, or access, contact MindFriend at talk@mindfriend.com.

Your statutory rights as a consumer, including under the UK Consumer Rights Act 2015, are not affected by this agreement.

You accept this agreement when you book. Your Clinician has adopted this agreement and authorised MindFriend to present it, together with their cancellation policy, pricing, and any legally required pre-contract information, during the booking flow.