Terms & Conditions

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 made available by Metacog, on its websites, and includes without limitation the self-help program offered through the mobile application (“Mitsu App”, “App”, “Program” or similar terminology) or such other products we make available. 

Therapist” refers to a trained mental health professional, viz., Clinical Psychologist/Counselling Psychologist, employed by the Company in relation to the Services under Mitsu App to the Users. 

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” or similar terminology in reference to the User as the recipient of Services.

Website” shall mean the website https://mitsu.care.

General
  1. Metacog Health Private Limited (legal entity) operates under the brand name “Mitsu”.
  2. These Terms and Conditions and Privacy Policy govern the use of our website (https://mitsu.care) and the iOS and Android mobile applications.
  3. Mitsu’s website is for informational purposes only where we share information about our Services, blogs, etc. with potential Users of our Services. Our Service – the Mitsu program – is only offered on the Mitsu App (Android and iOS).
About Mitsu’s program

The Mitsu App provides a personalised, self-help program that includes messaging-based support from Mitsu’s in-house Therapists, to help you build skills for emotional self-regulation and for managing your anxious and depressive feelings. The program aims to foster a sense of self-reliance and self-sufficiency among Users by encouraging them to apply these skills outside of the Program – thus laying the groundwork for long-term mental health.

The lessons and activities used in the Program’s weekly modules are based on evidence-based psychological techniques such as Cognitive Behavioural Therapy (CBT) and Acceptance & Commitment Therapy (ACT), which have been shown to improve long-term mental and emotional well-being.

The Services offered by Metacog through the Mitsu App are to be used as an enabling and empowering form of support and do not provide medical diagnosis, prognosis, treatment, or cure for any psychological condition, disease, or disorder. The Services are not intended to be a substitute for professional advice, diagnosis, treatment, medical treatment, or mental health services. Users are advised not to disregard professional psychological or medical advice or delay in seeking evaluation or treatment regarding any mental health or medical symptoms or conditions.

Please read these Terms and Conditions (“Agreement”) carefully before using the Services operated by Mitsu. This Agreement sets forth the legally binding terms and conditions for your use of the Website and the Mitsu App for the Services.

By accessing or using the Website and the Mitsu Mobile App for the Services in any manner, including, but not limited to, visiting, or browsing the Website and the Mitsu App for the Services, you agree to be bound by this Agreement and all applicable laws and regulations governing the Services. If you do not agree with any of these terms, you are prohibited from using or accessing the Website and the Mitsu App for the Services.

Use of Services

Mitsu offers a personalized, self-help program via the Mitsu application, that includes engaging video lessons, activities, and messaging-based support from Mitsu’s in-house therapists, to help you build skills for emotional self-regulation and for managing your anxious and depressive feelings. The lessons and activities used in the Program’s weekly modules are based on evidence-based psychological techniques such as Cognitive Behavioural Therapy (CBT) and Acceptance & Commitment Therapy (ACT), which have been shown to improve long-term mental and emotional well-being. By utilizing the Services, you agree that it is not a replacement for seeking professional medical advice or treatment.

The accuracy, completeness, and correctness of the information you supply when signing up for and using the Service are your responsibility.

  1. Mitsu is not for emergency use. If you are having suicidal thoughts or planning to act on suicidal thoughts, or if you feel that you may be a danger to yourself or to others, or if you otherwise have any medical or mental health emergency or severe mental health condition, or if you are in a crisis or trauma or abuse, please call the relevant emergency/ helpline numbers.
  2. The Services of Mitsu are not directed to persons under the age of 18 years. We do not knowingly solicit anyone under the age of 18 to participate independently in any of our Services.
  3. Mitsu does not provide medical diagnosis, prognosis, treatment, or cure for any psychological condition, disease, or disorder. It is an enabling and empowering form of Service that is based upon evidence-based practices to help you build skills for long-term emotional and psychological resilience.
  4. Mitsu is not a substitute for other medical or mental health treatment. Do not make any changes to your medications or treatment plan without consulting your doctor.
  5. Before a User on-boards and starts working in the Program, they are assigned to one of Mitsu’s Therapists for a mandatory “intake call” . The purpose of the intake call is: (1) for the Therapist and User to collectively review health-related information shared by the User in the self-check-in questionnaire; (2) to form an early therapeutic alliance between the Therapist and User; (3) to orient the User about the Services, how it works, and the kind of support available, etc.; and (4) to personalize the Services as much as possible to meet the specific needs and circumstances of the User.
  6. If, during the intake call, the Therapist finds that the User has self-reported symptoms or displays symptoms of a serious mental health disorder/condition, suicidal ideation, ongoing abuse and/or trauma, or there is a risk of harm to self/others, the Therapist may advise the User to seek in-person medical help with a Physician/Psychiatrist / Clinical Psychologist. In such cases, the User can still use Mitsu’s Services but only as additional care/support in consultation with their treating Physician/Psychiatrist/Clinical Psychologist.
  7. Once the User has completed the intake call, they must make the decision to enroll (or not) in the program by paying the program fee. Only users who successfully enrol by paying the program fee can access the Services under the Mitsu App and all other features of the Mitsu App.
  8. The Mitsu App comes with an in-App messaging feature using which you can text your assigned Therapist, who can:
    1.  answer your questions;
    2. explain concepts;
    3. offer guidance and suggestions; and
    4. encourage and motivate you.
  9. This messaging-based communication with your therapist is not intended as live therapy but as a form of additional support and guidance, while you work on the P program yourself. This in-App messaging feature is available for a period of 10 weeks for the 8-week program, after which you can no longer initiate a new message with the Therapist (or vice-versa). You will still be able to view the past conversations.
  10. Mitsu will try to ensure, on a best-efforts basis, that the therapist assigned to you is not changed during the program. Wherever this is not feasible, you will be assigned a new Therapist. The choice of Therapist assigned to you is completely internal to Mitsu. You can request a change of Therapist, along with reasons for the same, in case you are not satisfied with your current Therapist. The Company reserves the right to make a change or not on a case-to-case basis.
  11. A User can request a call with the therapist or a therapist can schedule a call with the User during the Program if the Therapist in their professional judgment feels that it is necessary for the safety and well-being of the User and that the text-based support will not be sufficient. Please note that call-based support is not a regular form of support and is provided only in exceptional circumstances where our therapists deem it necessary. Our therapists will always communicate the reason for providing call-based support and obtain the User’s consent before initiating such support.
  12. We do not offer one-on-one consultation/therapy on the Mitsu app.
  13. After the Program duration of 8 weeks, you will continue to have access to the in-App content and activities. The in-App message feature will be available for an additional 2 weeks, i.e., for a total of 10 weeks, after which you can no longer initiate a new message with our therapists (or vice-versa). You will still be able to view the past conversations.

 

Refund and Cancellation Policy

We have designed our cancellation and refund policy to provide flexibility to our members while ensuring optimal use of our therapists’ time. Below are the detailed policies for specific services:

Therapist Calls

No Cancellation: Cancellation of therapist calls is not allowed. No refunds will be issued for booked calls.

Rescheduling: You can reschedule an existing call to another date and time subject to the following conditions:

  • You must reschedule your call at least 5 minutes before the scheduled start time.
  • Each call can only be rescheduled once.
  • If you miss a scheduled call, no rescheduling or refund will be provided.

 

1-Week Trial and 8-Week Program


Informed Decision: Use the intake call with a Mitsu therapist to understand the program’s contents, how it works, and its suitability for you. Additionally, review the FAQs and program-related information on our website or speak with Mitsu’s customer support team for further evaluation.


Refunds and Cancellations: Generally, no cancellations or refunds will be made for the program fee. However, in exceptional circumstances where you are unable to use the program, you may request a cancellation and refund by emailing us at hello@mitsu.care with the reason for your request. Mitsu reserves the right to evaluate these requests on a case-by-case basis.


Extension of Therapist Chat Access


No Cancellations or Refunds: Once purchased, no cancellations or refunds are possible for the extension of therapist chat access.

 

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 A pp/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.
Intellectual Property Clauses
  • The Program 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.
Prohibited Uses of the Application
  • You agree to abide by this Agreement and all relevant laws and regulations by using our Program. 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.
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.
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.