Terms & Conditions

1. Key Definitions and Terms

“Company” refers to Metacog Health Private Limited and includes the terms “Metacog”, “Mitsu”, “Mitsu.care”, “we”, “us”, “our”, or similar terminology in reference to the Company as the provider of Services.

“Personal Information” refers to any information that can identify a User, such as name, address, email, phone number, date of birth, government-issued ID numbers, and other similar information collected by the Company in connection with the provision of Services.

“Services” refers to any information or offerings made available by Metacog Health Private Limited, including without limitation:

– Guided Self-therapy programs delivered through the mobile application (“Mitsu App” or “App”).
– In-person psychotherapy and psychiatric consultations at Mitsu clinics.
– Any other products or services provided by the Company.

“Therapist” refers to a trained mental health professional, such as a Clinical Psychologist or Counseling Psychologist, employed or contracted by the Company to provide Services to Users.

“Psychiatrist” refers to a licensed medical professional specializing in mental health, employed or contracted by the Company to provide in-person/ online consultations.

“User” refers to any person who accesses or uses the Services, regardless of whether they have created a user account, and includes the terms “you” or “your” in reference to the User as the recipient of Services.

“Website” refers to https://mitsu.care.

2. General Terms

Metacog Health Private Limited operates under the brand name “Mitsu.”

These Terms and Conditions and the Privacy Policy govern the use of our website (https://mitsu.care), the Mitsu App (available on iOS and Android), and Services offered both online and in-person.

The Website is primarily for informational purposes, including details about our Services, blogs, and resources for potential Users.

The Services include:

• Online self-therapy programs offered through the Mitsu App.
• In-person psychotherapy and psychiatric consultations at Mitsu clinics.
• Hybrid models where Users of the clinic may access additional support via the Mitsu App.

By accessing or using the Website, Mitsu App, or Mitsu clinics, you agree to these Terms and Conditions. If you do not agree, you are prohibited from using the Services.

3. About Mitsu’s Online Programs

The Mitsu App offers a guided self-help program for anxiety and depression, featuring:

• Messaging-based support from Mitsu’s in-house Therapists.
• Evidence-based techniques, including Cognitive Behavioral Therapy (CBT) and Acceptance & Commitment Therapy (ACT).
• Weekly modules with lessons and activities designed to foster emotional self-regulation and long-term resilience.

Important Disclaimers:

• The online program is not a substitute for professional diagnosis or treatment of mental health conditions.
• Users are advised not to delay or disregard professional psychological or medical advice.
• If experiencing a medical or mental health emergency, Users should immediately contact relevant emergency services or helplines.

4. About Mitsu’s In-Person Services

Mitsu clinics provide:

• Psychotherapy Services: In-person counseling and therapy sessions with Clinical Psychologists and Counseling Psychologists.
• Psychiatric Consultations: In-person consultations with licensed Psychiatrists for diagnosis, medication management, and treatment planning.

Integration with Mitsu App:

Clinic Users may access additional support and resources through the Mitsu.care App, including personalized activities, lessons, and therapist-guided content.

Scope of Services:

• In-person Services are designed to complement the User’s overall mental health care.
• They are not intended to replace other medical treatments or emergency care.

5. Use of Services

Eligibility: Mitsu’s Services are intended for individuals aged 18 and above.

Accuracy of Information: Users are responsible for providing accurate and complete information during onboarding and while using the Services.

Non-Emergency Use: Mitsu is not for emergency use. Users experiencing crises, suicidal thoughts, or severe mental health conditions should seek immediate help from emergency services or qualified medical professionals.

Intake Call: All online program users must undergo a mandatory intake call with a Mitsu Therapist to:

1. Review health-related information.
2. Establish a therapeutic alliance.
3. Personalize Services based on individual needs.

Therapist Assignment for online programs:

The Company will assign Therapists based on availability and suitability. Users may request a change of Therapist, subject to approval by the Company.

6. Refund and Cancellation Policy

Our cancellation and refund policy are designed to provide flexibility for our users while ensuring efficient use of our clinical team’s time. Please find the policies for each service below:

(A) Online and In-Clinic Sessions/Consultations with Therapists and Psychiatrists

Note: The term “sessions” in this section refers to both online calls conducted via the Mitsu.care app and offline sessions at our clinics.

Rescheduling:

• Sessions can be rescheduled if the request is made at least 24 hours before the scheduled session time.
• Rescheduling is not allowed within 24 hours of the session, and the session fee will be charged.

Cancellation:

• Sessions can be cancelled if the request is made at least 24 hours before the scheduled session time. The session fee will be credited to your account and can be used later.
• Cancellations within 24 hours of the session are not permitted, and the session fee will be charged.

Refund:

• Refunds can be requested for unused sessions from multi-session packages.
• Sessions scheduled within the next 24-hour window are not eligible for a refund.
• Partial refunds are available for multi-session packages if some sessions have been used. The refund amount will be calculated as:

Package Price – (Number of Used Sessions × Price of One Session)

Example:

Suppose the cost of a single session is ₹2,000, and a 5-session package costs ₹9,000. If a user has used 3 sessions and requests a refund for the remaining 2 sessions, the calculation will be:

₹9,000 – (3 × ₹2,000) = ₹3,000.

Validity of Sessions:

All Session purchased have a specific validity period. Unused sessions will expire once the validity period ends.

(B) Online Program Fees (1-Week Trial and 8-Week Program)

Informed Decision:

We recommend using the intake call with a Mitsu therapist to understand the program’s contents, process, and suitability for you. You can also review our FAQs, program details on our website/app, or reach out to Mitsu’s customer support for further assistance.

Refunds and Cancellations:

Cancellations or refunds for program fees are generally not available. However, in exceptional cases where you are unable to use the program, you may request a refund by emailing hello@mitsu.care with a clear explanation. Requests will be evaluated on a case-by-case basis at Mitsu’s discretion.

(C) Extension of Therapist Chat Access

Refunds and Cancellations:

Once purchased, extensions for therapist chat access are non-refundable and cannot be cancelled.

7. Limitation of Liability

• Mitsu’s clinical team is responsible for health information provided on the Mitsu Application / Services. Care has been taken to confirm that the information presented within the Mitsu App/Services is accurate and describes generally accepted practices. If we find or are alerted to a mistake, we will correct it as quickly as possible. However, to the fullest extent permitted by applicable laws, the authors, editors, and publishers are not responsible for errors or omissions, or for any consequences arising from the application of the information on the Services/Mitsu app, and make no warranty, express or implied, with respect to the contents, completeness, or accuracy of the material published.
• IN NO EVENT WILL MITSU / METACOG HEALTH BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES (EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES), ARISING OUT OF OR IN CONNECTION WITH OUR PROGRAM OR THIS AGREEMENT.

8. Intellectual Property Clauses

Mitsu’s online Programs, website, mobile application and all its contents, including but not limited to text, graphics, audio/video lessons, practice activities, images, and software, are owned by and are the sole property of Mitsu / Metacog Health and are protected by intellectual property laws. You may not use, reproduce, distribute, or create derivative works from any part of our Program without our express written consent.

9. Prohibited Uses of the Application

You agree to abide by this Agreement and all relevant laws and regulations by using our services. You consent to refrain from using our Program in any way that would damage our reputation or cause disruption for our Program or its Users. You also consent to refrain from using our Program for any unlawful or unauthorized purposes.

10. Indemnity

You agree to indemnify and hold harmless us and our affiliates, officers, agents, and employees from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your use of our Program or your violation of this Agreement.

11. Governing Law and Dispute Resolution

This Agreement will be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to this Agreement, or our Program will be resolved through binding arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be in Mumbai.

By continuing to use Mitsu’s Services, you acknowledge that you have read, understood, and agree to these Terms and Conditions.