Session terms
SERVICE-USER-2026-0001 · Approved · Effective from 2026-10-28
Who supplies the service
Your session contract is with the independent practitioner named in your agreed proposal. They supply the session and are responsible for their professional practice. The practitioner provides the service described in your proposal within their competence and qualifications. Mentoring supports discussion and personal development; it is not diagnosis or clinical treatment. A MINDFUL MESSAGE LTD (registered in England and Wales, company 14093207), 128 City Road, London, EC1V 2NX arranges bookings and facilitates Stripe payments on their behalf, and remains responsible for its own services. Contact support@foxtech.app for booking, payment, cancellation or complaints; we can also route a complaint to your practitioner.
Your agreement and price
Choosing a practitioner does not commit you to pay. Review the named practitioner, exact time, duration and total before confirming. The agreed total includes any applicable tax; no card surcharge or automatic repeat-session subscription is added. Each session needs a separate agreement. Stripe securely handles card details and authentication.
Your client account
AMM automatically prepares a client sign-in account for requested or invited care. This does not verify your identity or give access to historical records. To link a care record, sign in with your currently verified identity and complete its secure claim in the original booking browser. A matching email address or staff role alone does not grant access. Your client workspace provides your own linked care, sessions, payments and optional form status; it does not automatically display saved clinical answers or notes. Client contact details are separate from sign-in and professional details. Choose explicitly which existing care contacts should receive an update. You can manage optional reminders and product updates in Settings; essential booking, payment, security and legal messages may still be sent. Keep private links and sign-in access secure, and contact support if you lose the original booking browser.
Recovering access to your care
If you lose the original booking browser or the intended recipient needs correcting, request assisted recovery while signed in. A request does not itself confirm a care record or grant access. The responsible care owner must verify you through a pre-existing care relationship or pre-existing verified contact and record the method, date and an evidence reference without personal information. A different authorised platform operator must independently review the exact case; neither reviewer can act as the requester. You must explicitly accept the exact care claim in your recovery browser using your currently verified sign-in. Matching email addresses alone never merge records. Correction waits if previously issued external meeting or payment access remains usable or uncertain; local changes do not recall messages or prove external links have been revoked. The bounded recovery form does not collect raw identity documents or clinical notes. You can see your requester case status and use our privacy routes for access before care is linked. Expiry stops recovery authority, not retention: source disposal requires manual review of the applicable record requirements and valid holds.
Card hold and collection
For a paid session, Stripe places a temporary authorisation on your card after you confirm the proposal. This reduces your available balance; it is not a separate fee or escrow account. Collection requires a completed session and recorded client attendance. A session agreed at £0 requires no card hold or payment. For an online session, select Join session through your authorised client workspace or private session link at the time agreed with your practitioner, including an agreed early start. This opens the meeting and records that you selected Join. You have one minute to undo that join; if you do not undo it, attendance is recorded automatically. Undo reverses your join record, not the booking. The original minute is not restarted by signing in again or closing My care; existing identity/security and consent controls still apply. The app does not verify who is inside the external meeting. Attendance is not an automatic charge or a second agreement that the session has finished. Once your practitioner has delivered the agreed service and completes the session, the agreed price can be collected without waiting for the scheduled end. The booked duration and price remain unchanged. You can still raise a concern or pursue an applicable refund separately. Your practitioner may offer an optional GAD-7 or PHQ-9 questionnaire; attendance does not require health answers. You may submit an offered questionnaire separately after attendance is recorded. Joining alone creates no questionnaire response or score and does not prevent completion or agreed payment. Answers and scores do not change the price. Optional feedback never controls payment. An authorisation that cannot cover the paid session is released and the booking is not secured by it. We do not save your card for future off-session session charges.
Separate booking consent
Before confirmation, AMM asks separately for explicit consent to use necessary appointment and attendance details, which may reveal use of practitioner services, to arrange this session and administer its payment. This also applies to free sessions. Accepting these terms is not that consent and does not authorise use of questionnaire answers. Use Withdraw booking consent on your private session link, or contact support@foxtech.app if you cannot use the link or your request covers other bookings. The link control stops further attendance, questionnaire and feedback submissions for that session and cancels an open session, including after it starts. Completed history and original consent remain recorded; any payment is reviewed separately, with no automatic refund promised. AMM stops future use that depends on the withdrawn consent. Contact your practitioner about other arrangements if you do not consent. Your cancellation, refund and complaint rights remain; withdrawal does not invalidate earlier lawful processing or erase lawfully required records.
Remote sessions
Use a private setting where you can speak without being overheard. Before remote work begins, your practitioner explains their professional identity, confidentiality limits, privacy information and complaints route, and agrees with you how to reconnect if the session is interrupted. Tell them about changes in your location or privacy. Your practitioner remains responsible for assessing whether remote work is suitable and agreeing proportionate safety and emergency arrangements with you. Accepting these terms does not replace your informed agreement with the practitioner about the service.
Optional questionnaires
Your practitioner decides whether to offer a questionnaire within their competence and explains its purpose. If you choose to answer, the platform stores and displays your answers for your practitioner without calculating a score or interpreting them. Your practitioner may independently calculate and record a total, labelled as a practitioner entry. You can review your answers before saving and inspect a receipt in the submitting browser view. Responses are not continuously monitored. The same general support notice appears regardless of answers; it does not notify your practitioner or summon help. Tell your practitioner about concerns directly. Contact your practitioner or AMM support if you cannot confirm attendance or dispute it; do not supply health answers merely to resolve a payment problem.
14-day cancellation and starting early
For a paid session, we give you 14 days from the day after you confirm the agreed purchase to cancel, including where equivalent statutory cancellation rights apply. Since appointments are within seven days, you must expressly request that the paid service starts during this period and acknowledge that the cooling-off right ends only after the service is fully performed. Starting the session alone does not end this right. A session agreed at £0 does not require an early-start request or cancellation-right acknowledgment; you can cancel it without charge. Your rights concerning a faulty or undelivered service remain after completion.
Cancelling or stopping
Cancel through your private booking link or email support@foxtech.app with a clear statement that you wish to cancel. No special form or reason is required. Before the session starts, cancellation is free and we release the card hold; there is no late-cancellation or no-show fee under this offer. If you wish to stop after the session starts, tell the practitioner immediately and contact support. Within the cooling-off period, any amount properly payable for service already supplied must be proportionate, based on the agreed total and actual service supplied, and depends on the required information and express early-start request having been provided. We do not automatically charge a full session as a cancellation penalty.
Refunds and problems
If no service is supplied, we release the hold or return any payment taken. Where a cancellation refund is due, we issue it without undue delay and within 14 days of being told, using the original payment method without a refund fee unless you expressly agree otherwise. Your bank may take additional time to show a released hold or refund. We do not deduct Stripe processing charges from a refund owed to you. If a service is not provided with reasonable care and skill, you retain applicable rights to repeat performance, a price reduction or other remedy. Recorded attendance is evidence of the client action, not a waiver of a complaint or conclusive proof that the service was satisfactory.
Closing My care
Closing My care stops new care and cancels future appointments. It does not close your separate professional or organisation account or automatically erase every record. Started and completed sessions, original agreements and consent, retained history, privacy requests and payment recovery remain available for their authorised purposes. Existing recorded Join actions keep their original one-minute Undo period, subject to current identity/security and consent controls. Closing My care is separate from withdrawing booking consent or requesting erasure; use the privacy routes for a controller-reviewed deletion request. Closure does not waive your cancellation, refund, complaint or privacy rights. Card-hold release, collection and any refund remain separate verified outcomes; a recovery request is not confirmation that money has been returned.
Help and complaints
Contact support@foxtech.app or use the short authenticated support form in Settings for payment, booking, access or cancellation problems. Keep passwords, card details and clinical notes out of the form. Its encrypted message is reviewed in the protected support queue; generic notification emails do not include the message. Submission is not emergency or continuously monitored clinical support. Contact your practitioner for professional-care concerns. We investigate and explain the outcome and applicable escalation options, including any relevant professional-body complaints process or ADR information required at deadlock. You may also seek help from Citizens Advice or your card provider. You do not have to waive legal remedies or chargeback rights to use the service.
Optional cancellation form
To: support@foxtech.app, A MINDFUL MESSAGE LTD, 128 City Road, London, EC1V 2NX. I give notice that I cancel my contract for the following service: [practitioner and agreed date/time or booking reference]. Ordered on: [date]. Consumer name and address: [details]. Date: [date]. Signature: [only if sent on paper]. This form is optional; do not include clinical information.
Privacy and safety
Keep your private links and downloaded agreement secure. The Privacy Notice is available at /privacy/notice. This service is not emergency care. In immediate danger call 999 or go to A&E.
Online safety reports and appeals
Do not share illegal content, pornography, abuse, hate, bullying, serious violence or graphic injury, or content encouraging suicide, self-harm, eating disorders, dangerous challenges or harmful substance consumption. Do not exploit or harass anyone. Legitimate clinical questions and support disclosures remain permitted. Report unsafe content or conduct, a failure to follow our safety duties, or challenge a content or account restriction at /safety or support@foxtech.app without signing in. We limit client-visible information to the booking and professional information needed for the service, review reported content in context, may restrict unsafe content or account access, explain decisions where appropriate, and offer reconsideration. These protections apply to all clients, including those aged 16–17. This route is not emergency or continuously monitored clinical support. Do not email clinical records or illegal images.