Effective Date: 1 February 2025
Welcome to Mindgaze, a platform developed by Mindgaze Proprietary Limited to connect users with licensed therapists and provide mental health support. By accessing or using our app, website, or services (“Services”), you agree to abide by these Terms of Use. Please read them carefully.
If you do not agree to these terms, you may not use Mindgaze.
1. Terms for Users
Eligibility
To use Mindgaze, you must:
- Be at least 18 years old (or have verified parental consent if younger).
- Use the app only for lawful purposes and mental health support.
- Acknowledge that Mindgaze is not a substitute for emergency mental health care.
User Responsibilities
By using Mindgaze, you agree to:
- Provide accurate, complete, and up-to-date information during registration.
- Respect therapists and other users, including maintaining confidentiality of all sessions.
- Use the app solely for its intended purpose and not for medical emergencies.
Confidentiality and Privacy
- All communications within Mindgaze are private and confidential.
- Mindgaze does not access, monitor, or record therapy sessions, except where required by law or for security reasons.
- Messages between users and therapists are encrypted, and Mindgaze follows strict data protection measures.
Prohibited Conduct
As a user, you agree not to:
- Harass, abuse, threaten, or harm any therapist or user.
- Share or publish therapy session content without the explicit consent of all parties.
- Attempt to bypass Mindgaze to contact or pay a therapist directly for services.
- Misuse Mindgaze for unlawful activities, including fraud or impersonation.
Account Termination
Mindgaze reserves the right to suspend or terminate your account if you:
- Violate these Terms of Use.
- Engage in inappropriate, harmful, or illegal behavior.
- Misuse Mindgaze services or attempt to circumvent platform policies.
2. Terms for Therapists
Eligibility
To provide services on Mindgaze, therapists must:
- Be licensed, certified, and qualified to provide therapy in their jurisdiction.
- Submit accurate professional credentials during registration.
- Adhere to all ethical, legal, and professional standards.
Therapist Responsibilities
By using Mindgaze, therapists agree to:
- Provide ethical, professional, and confidential services.
- Maintain accurate availability and session records.
- Avoid discrimination, misconduct, or unethical behavior.
Non-Solicitation of Mindgaze Clients
Therapists acknowledge that:
- All clients connected through Mindgaze remain Mindgaze clients.
- Directly soliciting Mindgaze clients outside the app is strictly prohibited.
- Violating this provision will result in immediate termination and possible legal action for damages.
Account Termination
Mindgaze may suspend or terminate a therapist’s account if:
- The therapist violates these Terms of Use.
- Users report unethical or inappropriate behavior.
- The therapist fails to comply with professional laws and regulations.
3. Data Protection and Privacy
User Data Security
- Mindgaze encrypts all stored and transmitted data using AES-256 encryption.
- End-to-end encryption is applied to messages and sensitive health data.
- Mindgaze does not sell, share, or distribute user data to unauthorized third parties.
Data Retention and User Rights
- Users may request access, correction, or deletion of their personal data.
- Upon account deletion, Mindgaze permanently erases user data, except where legally required.
- Data backups are encrypted and stored securely.
4. General Terms
Ownership of Content
- All Mindgaze trademarks, logos, and content are owned by Mindgaze Proprietary Limited.
- Users and therapists may not copy, distribute, or use Mindgaze materials without permission.
Medical Disclaimer
- Mindgaze does not provide medical diagnoses or emergency crisis services.
- If you are in crisis, experiencing suicidal thoughts, or need urgent help, please contact a licensed emergency mental health provider in your country.
Limitation of Liability
Mindgaze is not responsible for:
- The accuracy, reliability, or quality of therapy sessions.
- Decisions made by users based on therapy services.
- Third-party data breaches beyond Mindgaze’s control.
By using Mindgaze, you assume full responsibility for your engagement with therapists.
5. Dispute Resolution and Governing Law
- These Terms of Use are governed by the laws of Botswana.
- Any disputes must first be resolved through mediation before legal action is pursued.
- Users and therapists agree to confidential dispute resolution procedures.
6. Amendments to Terms
- Mindgaze reserves the right to update these Terms of Use.
- Changes will be notified via email or in-app updates.
- Continued use of Mindgaze after updates constitutes agreement to the revised terms.
7. Refund Policy
7.1 Subscription and Payment Terms
- Mindgaze operates on a subscription-based model and/or pay-per-session model.
- Payments are processed through Apple App Store, Google Play Store, and other payment providers.
- By purchasing a subscription or session, you agree to these refund terms.
7.2 No Refunds for Used Services
Mindgaze does not offer refunds for:
- Completed therapy sessions.
- Partially used subscription periods.
- Missed sessions where the user did not cancel or reschedule in advance.
7.3 Refund Eligibility
Refunds may be granted under the following conditions:
A. Technical Issues (Platform Failure)
- If Mindgaze fails to deliver a session due to technical issues (e.g., app malfunctions, server outages).
- If a payment processing error results in double charges or failed access to paid services.
B. Therapist No-Show or Cancellation
- If a therapist fails to attend a scheduled session.
- If a session is canceled by Mindgaze or the therapist, and the user does not wish to reschedule.
C. Subscription Cancellation
- Users can cancel subscriptions at any time through their App Store or Google Play settings.
- Refund requests for in-app purchases must be handled through Apple or Google Play.
- Mindgaze cannot override Apple/Google refund decisions.
7.4 How to Request a Refund for Direct Purchases
- Users must submit refund requests via email to hello@mindgaze.com.
- Requests must include transaction details and reason for refund.
- Refund requests are reviewed within 7 business days, and approved refunds are processed within 5-10 business days.
7.5 Non-Refundable Cases
Refunds will not be issued for:
- User dissatisfaction with therapist advice.
- Failure to use Mindgaze services after purchase.
- Missed sessions without advance cancellation.
7.6 Chargebacks and Disputes
- Unauthorized transactions must be reported within 7 days.
- Filing a chargeback without first contacting Mindgaze Support may result in account suspension.
8. Contact Information
For any questions regarding these Terms of Use, please contact:
Email: hello@mindgaze.com
By using Mindgaze, both users and therapists acknowledge and agree to these Terms of Use.