Terms of Service

1.About these Terms

1.1These Terms apply to all access to and use of the Service, whether as a guest, a registered user or a paying user.

1.2We may amend these Terms from time to time. If a change materially affects your rights, we will notify you in the app or by email at least 14 days before it takes effect. Your continued use of the Service after that date confirms your acceptance of the updated Terms. If you do not accept the change, you may close your account before it takes effect and we will refund any pre-paid services you have not used.

1.3These Terms are supplemented by our Privacy Policy, our Acceptable Use Policy (Section 11), our Community Guidelines, the app-store terms described in clause 18.7, and any additional terms that apply to specific paid services (such as the Relationship Clarity Programme or retreats), which form part of these Terms.

2.What the Service is — and what it is not

2.1The Service offers psychology-informed coaching, structured educational content, a private journal and a community for self-reflection and personal development. It is intended for general wellbeing, self-awareness and relationship-pattern work.

2.2Coaching is not therapy, counselling, psychotherapy, psychiatric or medical care. The coaches available through the Service do not diagnose, treat, prevent or cure any mental, physical or emotional condition. The Service is not a substitute for the advice or care of a qualified medical or mental health professional.

2.3You should not delay seeking, or disregard, professional medical advice because of anything you read or experience on the Service. If you are receiving treatment from a doctor, psychotherapist or other regulated practitioner, you should discuss any new programme or coaching engagement with them.

2.4Emergencies. The Service is not designed for, and must not be used in, an emergency or crisis. If you are experiencing a mental health crisis, suicidal thoughts, or any risk of harm to yourself or another person, please contact your local emergency services immediately.

In the United Kingdom you can contact: 999 (emergency services), 111 (NHS non-emergency — select the mental health option), Samaritans on 116 123 (24/7, free from any phone), or text SHOUT to 85258. If you are outside the United Kingdom, please use the emergency number for your jurisdiction. Our Safety and Support page lists further services.

2.5InsideMind is not a licensed healthcare provider. InsideMind operates a technology platform and editorial framework. It is not, and does not hold itself out as, a licensed or registered healthcare provider, mental health service, regulated medical practice, or clinic. We do not employ healthcare practitioners. We do not provide, supervise, or take responsibility for the professional or clinical content of any session delivered through the Service. Every coach available through the Service operates as an independent practitioner in their own right and under their own professional credentials (see Section 6).

3.Eligibility

3.1You must be at least 18 years of age to use the Service. By creating an account you confirm that you are 18 or older.

3.2You must have the legal capacity to enter into a binding contract in the country in which you reside, and your use of the Service must not be prohibited by the laws of that country.

3.3We may, in our reasonable discretion, refuse to register an account, suspend an account, or restrict access to the Service where we believe the eligibility criteria are not satisfied or where doing so is appropriate to protect users, coaches or InsideMind.

4.Your account

4.1To access most features you must create an account. You agree to provide accurate and current information and to keep it up to date.

4.2You are responsible for keeping your login credentials confidential and for all activity that takes place under your account. You must notify us as soon as possible if you suspect any unauthorised use of your account. You will not be responsible for activity that takes place after you have told us your account may have been compromised.

4.3Accounts are personal to you and may not be shared with, transferred to or sold to any other person.

5.The Relationship Clarity Programme and other content

5.1The Relationship Clarity Programme (the “RCP”) and any other programmes, modules, workbooks, recordings, articles, exercises and resources we make available through the Service (together, the “Content”) are provided for educational and self-reflection purposes only.

5.2We grant you a personal, limited, non-exclusive, non-transferable and revocable licence to access and use the Content for your own personal, non-commercial use through the Service. You must not copy, download (other than as enabled by the app), reproduce, redistribute, publish, sell, sub-licence or create derivative works from the Content, in whole or in part.

5.3Where a programme is offered free of charge at launch, we may move it to a paid model in future. We will notify you at least 30 days in advance of any change that affects a programme you are currently enrolled in, and you will be able to complete that programme free of charge or to stop using it without charge. We will not start charging you for anything without your express agreement.

5.4Outcomes vary. We do not guarantee that any particular result, change, decision or life outcome will follow from engagement with the Content.

6.Coach bookings

6.1The Service enables you to view profiles of, and book paid sessions with, verified practitioners (each a “Coach”). The Coaches include the founder coach of InsideMind and, from a later phase, partner coaches who have been onboarded against our verification standard.

6.2Independent practitioners. Every Coach who delivers services through the Service does so as an independent practitioner under their own professional credentials. Coaches are not employees, agents, representatives, partners or healthcare providers of InsideMind. This applies equally to all Coaches on the platform, including the founder coach.

6.3Credentials, supervision and insurance. Each Coach is solely responsible for: (a) holding and maintaining all professional qualifications, credentials, memberships, supervision arrangements and registrations required for their practice — for example (without limitation), with bodies such as the British Association for Counselling and Psychotherapy (BACP), the International Coaching Federation (ICF), the European Mentoring and Coaching Council (EMCC), the British Psychological Society (BPS), the Health and Care Professions Council (HCPC), or the equivalent regulatory or professional body in the jurisdiction in which they practise; (b) holding professional indemnity insurance appropriate to their practice; (c) complying with the code of ethics and standards of practice of the body or bodies with which they are registered; and (d) ensuring that they are authorised to provide their services to users in the country in which the user is located.

6.4InsideMind’s role. Our role is limited to: (a) verifying Coaches against our onboarding standard at the point they join the platform; (b) hosting Coach profiles; (c) enabling bookings, payment processing and scheduling; (d) providing the technology through which sessions are delivered; and (e) handling complaints and disputes about the operation of the Service. Our verification confirms that, at the point of onboarding, the Coach has supplied the credentials we require and met our editorial standard; it is not a substitute for your own judgement about whether a particular Coach is right for you. We do not certify, approve, supervise or take responsibility for the professional or clinical content of any session. Each Coach exercises their own independent professional judgement in delivering their services, including in deciding how to structure sessions, what to cover, and whether any particular engagement is appropriate to begin or to continue.

6.5The contract for the coaching services themselves is between you and the relevant Coach, on the Coach’s own terms, which we will make available to you before you complete the booking. The contract for your use of the Service, the booking process and payment processing is between you and InsideMind.

6.6Bookings, fees and payment processing are handled through the Service. Fees, durations and session formats are set out in the app at the time of booking. All prices are inclusive of VAT (where applicable) unless we state otherwise.

6.7Payments are processed by our third-party payment provider. By making a booking you authorise us, and our payment provider, to charge the payment method you select.

6.8The price you see is the price you pay. Before you confirm a booking we will show you the total amount payable, including any unavoidable fees and taxes. We do not add charges after that point.

7.Cancellations, rescheduling and refunds

7.1Individual sessions may be cancelled or rescheduled free of charge up to 24 hours before the scheduled start time, by using the cancellation function in the app. Cancellations made less than 24 hours before the scheduled start time, or non-attendance, will result in the session being treated as delivered and no refund being due.

7.2Where the Coach cancels or fails to attend a session, you are entitled to a full refund of the fee for that session or, at your option, to reschedule at no additional cost.

7.3Statutory cancellation right (UK consumers). If you are a consumer, you have a legal right to cancel a purchase of paid services or digital content within 14 days of entering into the contract, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason. Two things affect that right:

• Services. If you ask us to begin a service within the 14-day period — for example, by booking a session that falls inside it — we will ask you to confirm that request and to acknowledge that you will lose the right to cancel once the service has been fully performed. If you cancel after the service has begun but before it is complete, you pay only for what has been provided, calculated in proportion to the full price.
• Digital content. If you ask us to make paid digital content available to you within the 14-day period, we will ask for your express consent and for your acknowledgement that you will lose the right to cancel once we begin supplying it.

7.4Programmes, courses and retreats may carry their own cancellation and refund terms, which we will set out clearly at the point of purchase. Those terms apply in addition to this Section 7, but they cannot reduce your statutory rights, and where they conflict with clause 7.3 your statutory rights prevail.

7.5Refunds, where due, will be made to the original payment method within 14 days of the refund being confirmed.

7.6To cancel under clause 7.3, tell us before the 14 days are up — by email, or by using the cancellation function in the app. Any clear statement that you wish to cancel is enough; you do not have to use a particular form of words.

8.Private journal

8.1The Service includes a private journal feature for your personal use. Your journal is private to you. We do not share journal entries with Coaches or with other users, and we do not read, analyse or use them for any purpose other than showing them back to you.

8.2We process journal data in accordance with our Privacy Policy, including the protections that apply to data revealing information about your mental or physical health. You can delete a journal entry at any time, and you can request deletion of all journal entries by closing your account.

8.3You should not record passwords, financial details, identifiers belonging to other people, or any other sensitive information in the journal that you do not wish to be associated with your account.

9.The community

9.1The community is a publishing and discussion space within the Service. It is not anonymous: posts and articles you publish appear under your named profile and may be visible to other users of the Service and (where the post is marked as public) to visitors browsing the Service without an account. Our Community Guidelines set out how the space works in practice and form part of these Terms.

9.2By posting or publishing in the community, you are responsible for the content of your post. You confirm that you have the right to post it, that it does not infringe the rights of any other person, and that it complies with our Acceptable Use Policy (Section 11) and our Community Guidelines.

9.3User content licence. You retain ownership of the content you post in the community. You grant InsideMind a worldwide, non-exclusive, royalty-free, sublicensable licence to host, store, display, reproduce, adapt (only as necessary to format the content for the Service), and communicate the content to other users of the Service, solely for the purpose of operating and improving the Service. We will not use your community content in advertising or marketing outside the Service without asking you first. This licence ends when you delete the relevant content or close your account, except to the extent we are required to retain a copy for legal, regulatory or backup reasons, or where the content has been re-shared by other users under this licence.

9.4We are not obliged to publish, retain or display any content. We may remove, edit (for formatting only), restrict access to, or refuse to publish, any content that we consider in our reasonable judgement to breach these Terms, our Acceptable Use Policy or our Community Guidelines, to be unlawful, to be harmful, or to be otherwise inappropriate for the Service. Where we do so we will tell you, and give our reasons, unless we are prevented from doing so by law or it would create a risk to someone’s safety.

9.5Online safety. We comply with our obligations under applicable online safety legislation, including the Online Safety Act 2023. We assess the risk of illegal content appearing on the Service, take proportionate steps to prevent it, and remove it promptly when we become aware of it.

9.6Reporting and complaints. You can report a post, a user or a Coach using the in-app report function, and you can complain to us if you think we have acted wrongly — including if we have removed your content or restricted your account. We will acknowledge reports and complaints, deal with them within a reasonable time, and tell you the outcome. If you disagree with a decision we have made about your content or your account, you can ask us to review it, and a second person will look at it.

10.Intellectual property

10.1All intellectual property rights in the Service, in the Content (including the RCP), in the InsideMind name, logo, brand identity and editorial framework, and in any software, design, look-and-feel, and proprietary methodologies, are owned by or licensed to InsideMind. No rights are granted to you by implication, estoppel or otherwise except as expressly set out in these Terms.

10.2The Relationship Clarity Programme, including the participant-facing modules and any underlying frameworks, methodology and supporting materials, is proprietary to InsideMind and may not be reproduced, taught, delivered, paraphrased or used to train any machine-learning system, in whole or in part, without our prior written consent.

10.3If you become aware of any infringement of our intellectual property rights through the Service, please contact us using the details in Section 19.

11.Acceptable Use Policy

11.1When using the Service, and in particular when posting in the community or contacting a Coach, you must not:

• post or share content that is unlawful, defamatory, obscene, abusive, harassing, threatening, hateful, discriminatory, or that incites or facilitates self-harm, suicide or eating disorders;
• post or share content that infringes any intellectual property right, privacy right, confidentiality obligation or other right of any person;
• post or share content involving children that is sexual, exploitative, or otherwise harmful, or content that grooms, lures or solicits children in any way;
• impersonate any other person, misrepresent your affiliation with any person or organisation, or create accounts using false information;
• solicit personal contact details, financial information or payment from other users or Coaches, or attempt to engage Coaches for paid services outside the Service in circumvention of Section 13;
• post or share content that constitutes medical, legal, financial, psychiatric or psychological advice purporting to come from a qualified practitioner where you are not so qualified;
• use the Service to market, advertise or promote any other product, service, business or platform without our prior written consent;
• upload any virus, malware, automated script, scraper, crawler, or similar code, or take any action that interferes with the integrity, security or performance of the Service;
• attempt to access any part of the Service or any data that you are not authorised to access, or attempt to reverse-engineer, decompile or disassemble any part of the Service; or
• use the Service in any way that breaches any applicable law, regulation, court order or industry code.

11.2We may suspend or terminate your access to the Service, and remove or restrict access to your content, if we reasonably believe that you have breached this Acceptable Use Policy.

11.3Where we take action under clause 11.2, we will tell you what we have done and why, unless we are prevented from doing so by law or it would create a risk to someone’s safety. You can ask us to review the decision under clause 9.6.

12.Engaging with Coaches

12.1You agree to engage with Coaches respectfully, honestly and on the basis of the matters you wish to work on. You agree to disclose to a Coach any matter that may be reasonably necessary for them to deliver the session safely, including (without limitation) any current mental health treatment, medication, or significant life risk.

12.2Coaches are entitled to decline, pause or end a coaching engagement where, in their professional judgement, the engagement is no longer appropriate or safe, or where the matters being raised would be more appropriately addressed by a regulated medical or mental health professional. In that case, you will receive a refund for any pre-paid sessions that are not delivered.

12.3Where you receive a referral from a Coach to an external practitioner, that referral is for your information only. InsideMind does not endorse, supervise or assume responsibility for any external practitioner.

13.Non-circumvention

13.1Coaches on the Service agree not to solicit or encourage users they meet here to move their coaching off the platform. That restriction sits in our agreement with each Coach.

13.2For your part, you agree not to approach a Coach you met through the Service with the purpose of arranging, off the platform, coaching that you could book here, for 12 months after your last booking. This does not stop you from choosing to work with a practitioner elsewhere on your own initiative, and it does not apply where you had an established relationship with that Coach before you joined the Service.

13.3This Section is here to protect the legitimate interests of InsideMind in operating the Service as a multi-coach platform, and to keep the platform fair for every Coach on it. Nothing in it restricts your ability to obtain coaching, therapy or any other support from anyone you choose.

14.Limitation of liability

14.1Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any other liability that cannot be limited or excluded under the laws of England and Wales.

14.2Subject always to clauses 14.1 and 14.3:

• the Service is a technology platform that enables you to access educational content, to use a private journal, to publish and read content in the community, and to book sessions with independent Coaches; InsideMind is not a provider of, and we do not take responsibility for, any coaching, therapy, counselling, psychological, psychiatric, medical or clinical service;
• we provide the Service on an “as is” and “as available” basis and do not warrant that it will be uninterrupted, timely, error-free or free from viruses or harmful components;
• we are not liable for any loss arising from your reliance on Content, from any decision you make in connection with the Service, or from the acts or omissions of any Coach (without prejudice to your direct rights against that Coach);
• our total aggregate liability to you in connection with the Service in any 12-month period is limited to the greater of (i) £500 and (ii) the total fees paid by you for paid services through the Service in the 12 months immediately preceding the event giving rise to the claim; and
• we will not be liable for any indirect or consequential loss, loss of profits, loss of revenue, loss of business, loss of opportunity, loss of goodwill or loss of data, in each case whether direct or indirect.

14.3Nothing in these Terms excludes or limits any rights you have as a consumer under the Consumer Rights Act 2015 or other applicable consumer protection legislation. That includes your right to expect that services are performed with reasonable care and skill and within a reasonable time, and that digital content is of satisfactory quality, fit for purpose and as described. Where the law does not allow us to limit our liability, the limits in clause 14.2 do not apply.

14.4If defective digital content we have supplied damages a device or other digital content belonging to you, and that damage would not have occurred had we exercised reasonable care and skill, we will either repair the damage or pay you compensation.

15.Indemnity

15.1If a third party brings a claim against us because of something you have done — a deliberate or careless breach of these Terms or the Acceptable Use Policy, content you have posted, or use of the Service that breaks the law — you agree to cover the reasonable losses, costs and legal fees we incur as a result. This does not apply to anything caused by our own breach or negligence, and it does not apply to losses that were not reasonably foreseeable.

16.Suspension and termination

16.1You may close your account at any time using the in-app function or by contacting us. Closing your account ends these Terms in respect of your future use of the Service.

16.2We may suspend or terminate your access to the Service immediately, with notice where reasonably practicable, if: (a) you materially breach these Terms or the Acceptable Use Policy; (b) we reasonably believe your account has been compromised or is being used unlawfully; (c) we are required to do so by law, a regulator or a court; or (d) we cease to offer the Service or a feature of it.

16.3If we suspend or terminate your access other than because of something you have done, we will refund any pre-paid services you have not used.

16.4On termination of your account, your right to access the Service ends and we may delete content associated with your account in accordance with our Privacy Policy and retention schedule. Sections of these Terms that by their nature are intended to survive (including Sections 10, 13, 14, 15 and 18) will continue in force.

17.Changes to the Service

17.1We are continually developing the Service. We may add, change, suspend or remove features at any time. Where a change materially reduces the functionality of a paid service you have purchased, you will be entitled to a pro-rata refund or, at your option, a replacement service of equivalent value.

18.General

18.1These Terms, the Privacy Policy, the Acceptable Use Policy, the Community Guidelines and any service-specific terms set out the entire agreement between you and InsideMind in relation to the Service.

18.2If any provision of these Terms is held to be unenforceable, the remainder of the Terms will continue in full force and effect.

18.3Our failure to enforce a provision is not a waiver of our right to do so later.

18.4You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign these Terms to a successor in interest in connection with a corporate transaction (including a merger or sale of all or substantially all of our assets), provided your rights as a user are not adversely affected.

18.5These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, save that, if you are a consumer resident in another jurisdiction, you may also bring a claim in the courts of the country in which you reside, where applicable consumer protection law allows.

18.6Except as set out in clause 18.7, no third party has the right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

18.7App stores. If you obtained the app from the Apple App Store or Google Play, the following applies:

• these Terms are between you and InsideMind only, and not with Apple Inc. or Google LLC. InsideMind, not the app store, is responsible for the app and its content;
• your licence to use the app is a non-transferable licence to use it on devices that you own or control, as permitted by the usage rules of the relevant app store;
• InsideMind, not the app store, is solely responsible for providing maintenance and support for the app, for any warranties, and for addressing any claim relating to the app — including product liability claims, claims that the app fails to meet a legal requirement, and claims arising under consumer protection or privacy law;
• InsideMind, not the app store, is responsible for investigating and resolving any claim that the app infringes a third party’s intellectual property rights;
• you confirm that you are not located in a country subject to a US Government embargo, and that you are not on any US Government list of prohibited or restricted parties; and
• Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you as a user of the app.

18.8Complaints. If something has gone wrong, tell us first — email us using the details in Section 19 and we will acknowledge your complaint and work with you to resolve it. If we cannot resolve it between us, you may be entitled to refer the dispute to an alternative dispute resolution provider, and we will tell you at that point whether we agree to use one. None of this affects your right to take a claim to court.

19.Contact

If you have a question about these Terms, the Service or your account, you can contact us at:

contact@insidemind.co.uk