Terms of use

1. Who we are

These Terms of use (“Terms”) govern your access to and use of the MindThryve website, booking tools, waitlist, contact forms, articles, and any related digital self-help or coaching services we offer (together, the “Services”).

Operator contact: [email protected]. References to “MindThryve”, “we”, “us” or “our” mean the operator of these Services. “You” means the person using the Services or requesting coaching.

2. Acceptance of these Terms

By accessing the website, submitting a booking request, joining a waitlist, contacting us, or using any part of the Services, you confirm that you have read, understood and agree to these Terms and our Privacy policy and Cookie policy. If you do not agree, do not use the Services.

3. Nature of the Services — not clinical care

You expressly acknowledge and agree that:

• MindThryve provides wellbeing coaching, structured educational self-help content and practical coping skills support.
• The Services are collaborative and educational. They are not psychotherapy, psychiatry, counselling regulated as healthcare, medical advice, diagnosis, triage or treatment of mental or physical health conditions.
• MindThryve is not a registered healthcare provider with the Care Quality Commission (CQC) (or equivalent regulators) for the purpose of delivering regulated clinical treatment via these Services.
• Coaching is not a replacement for NHS care, GP care, secondary mental-health services, crisis or urgent mental health support, or psychological therapy where clinically indicated.
• Nothing on the website or in a coaching session constitutes a clinical assessment, diagnosis, prognosis, prescription, or guarantee of any particular outcome.
• You remain responsible for decisions about your health, for seeking appropriate professional care, and for continuing any treatment already advised by qualified clinicians.

4. Crisis and emergencies — do not use us for urgent help

The Services are not monitored in real time and are not a crisis or emergency service. Do not use booking notes, contact forms, email, waitlist forms or coaching sessions to seek emergency help.

If you are in crisis, at risk of harming yourself or others, or need urgent help:

• Call 999 or go to your nearest A&E if there is immediate danger
• Contact NHS 111 (England) or local equivalent urgent care pathways
• Contact the Samaritans on 116 123 (UK) for confidential emotional support
• Contact local emergency or mental-health crisis services in your area

If we reasonably believe there is a serious risk of harm, we may (where lawful) take steps such as ending a session, signposting you to emergency services, or contacting emergency services. This does not create a duty to monitor you between sessions.

5. Eligibility and suitability

• The Services (including one-to-one coaching and digital self-help) are strictly for adults aged 18 or over only. We do not provide coaching or related services to anyone under 18, including with parental or guardian involvement.
• You confirm that information you provide (including booking reasons) is accurate and not misleading.
• We may decline, postpone or end coaching if we reasonably consider that coaching is unsuitable (for example where crisis, severe clinical need, safeguarding concerns, or another service would be more appropriate). Declining does not mean we have assessed or diagnosed you.
• You are responsible for ensuring online sessions are held in a private, safe environment and that you have a stable connection.

6. Website content and digital resources

Articles, coaching-area descriptions, modules, illustrations and other content are for general information and educational self-help. They may not apply to your circumstances. Content may contain errors or become out of date. You should not rely on website content alone for health decisions.

Any future MindThryve app or paid self-help modules will be subject to these Terms and any additional app store or in-app terms notified at purchase or download.

7. Bookings, confirmation and sessions

• Submitting a booking request on the website is a request only. It does not guarantee a session until we confirm availability and arrangements with you.
• We may accept, decline, propose an alternative time, or request further information before confirming.
• Session format (for example video call), duration and focus will be as agreed when the booking is confirmed.
• You must attend on time. If you are late, the session may still end at the scheduled finish time.
• Coaching is collaborative. Outcomes depend on many factors outside our control, including your engagement between sessions. We do not guarantee improvement, recovery, or any specific result.

8. Fees, payment and consumer information

• Unless we state otherwise, payment is arranged personally with the coach offline. Card payment is not taken automatically on this website.
• Fees, what’s included, and payment timing will be confirmed before or when a session is accepted.
• If you are a consumer in the UK, nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other non-excludable consumer law.
• Where digital content or coaching is supplied after you request early performance, your cooling-off rights may be limited or lost to the extent permitted by law — we will explain this when relevant.

9. Cancellation, rescheduling and no-shows

• You may request to cancel or reschedule using your booking reference or by emailing [email protected].
• Unless a different policy is agreed in writing for your booking: please give at least 24 hours’ notice for cancellations or reschedules. Late cancellations or missed sessions may still be charged in full or in part, as notified when you book.
• We may cancel or reschedule due to illness, emergencies or technical failure and will offer an alternative where reasonably possible.

10. Acceptable use

You agree not to:

• Use the Services for any unlawful, harmful, abusive, harassing or fraudulent purpose
• Attempt to gain unauthorised access to systems, data or other users’ information
• Copy, scrape, reverse engineer or commercially exploit our content without written permission
• Upload malware or disrupt the website
• Misrepresent your identity or the urgency/nature of your situation in a way that endangers others
• Record a coaching session without prior written consent from us

We may suspend or terminate access if we reasonably believe you have breached these Terms.

11. Confidentiality and records

We treat personal information shared in coaching and on forms as confidential, subject to our Privacy policy and limited exceptions required or permitted by law (for example where there is a serious risk of harm, a legal obligation, or a valid regulatory/court requirement).

Online sessions carry inherent risks (for example interception or household overhearing). You are responsible for your device security and session environment.

12. Intellectual property

All website design, branding, text, illustrations, logos, audio, modules and other materials are owned by MindThryve or our licensors. You receive a limited, non-exclusive, non-transferable licence to use the Services for your personal, non-commercial wellbeing purposes only. No other rights are granted.

13. Third-party links and tools

The website may link to third-party sites or tools (for example video call providers). We are not responsible for their content, availability, terms or privacy practices. Your use of third-party services is at your own risk and subject to their terms.

14. Disclaimers

To the fullest extent permitted by law:

• The Services are provided on an “as is” and “as available” basis
• We do not warrant uninterrupted, error-free or secure access
• We do not warrant that coaching or content will meet your expectations or achieve any outcome
• We are not liable for decisions you make based on website content or coaching discussions, or for delays in seeking clinical care

15. Limitation of liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; and any other liability that cannot be limited under UK law (including certain consumer rights).

Subject to that non-excludable liability, and to the maximum extent permitted by law:

• We are not liable for indirect, incidental, special, consequential or punitive losses; loss of profits, revenue, data, goodwill or anticipated savings; or emotional or psychological distress arising from use of the Services, except where such exclusion is prohibited by law
• We are not liable for crisis outcomes, self-harm, harm to others, or clinical deterioration where the Services were not offered as crisis or clinical care and you were directed to appropriate emergency or NHS pathways
• Our total aggregate liability arising out of or in connection with the Services or these Terms is limited to the greater of: (a) £100; and (b) the total fees you actually paid to us for coaching in the three months immediately before the written claim

If any limitation is held unfair or unenforceable for a particular claim, it applies only to the extent permitted by law.

16. Indemnity

To the extent permitted by law, you agree to indemnify and hold harmless MindThryve from claims, losses, damages and reasonable costs arising from your breach of these Terms, misuse of the Services, or unlawful content you submit — except to the extent caused by our negligence or breach of duty that cannot be excluded.

17. Privacy and cookies

Personal data is processed as described in our Privacy policy. Cookie use and consent are described in our Cookie policy.

18. Changes to the Services or Terms

We may update the website, features or these Terms from time to time. The “Last updated” date will change when we revise these Terms. Continued use after changes constitutes acceptance of the updated Terms, except where mandatory consumer law requires a different process for existing paid bookings.

19. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full force and effect.

20. Governing law and disputes

These Terms and any dispute or claim (including non-contractual disputes or claims) are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory rights you have as a consumer to bring proceedings in your local courts.

21. Contact

Questions about these Terms: [email protected]