Terms & Conditions
Platform: pleso.me
Effective date: 01/07/2026 — Last updated: 16/06/2026
Governing law: Republic of Poland
Contact: hq@pleso.me
Please read these Terms & Conditions (the “Terms”) carefully before you start using the pleso.me platform. By creating an account or booking a Session, you agree to be bound by these Terms. If you do not agree, you should not use the Platform.
Table of contents
1. General Provisions
2. Definitions
3. Services
4. Specialist Qualifications
5. Booking
6. Fees and Payment
7. Bundles and Subscriptions
8. Cancellation and Rescheduling
9. Changes to these Terms
10. Technical Requirements
11. Force Majeure
12. Minors
13. Confidentiality and Personal Data Protection
14. Rights and Obligations
15. Responsibility
16. Complaints
17. Governing Law and Disputes
18. Miscellaneous
19. Contact Details
20. Acceptable Use Rules
21. Intellectual Property
22. Account Security
23. Limitation of Liability
24. Third-Party Services and Links
25. Account Suspension
26. Platform Availability
Annex 1 — Poland | Annex 2 — United Kingdom | Annex 3 — Ukraine
1. General Provisions
1.1 These Terms and Conditions (“Terms” or “Agreement”) set out the rules and conditions for using the Platform, the rights and obligations of the Platform and Users, and form the legal basis for the relationship between Pleso Therapy sp. z o.o. (“Pleso Therapy”, “we”, “us”) and each User of the Pleso.me online platform (“Platform”). Pleso Therapy is a company incorporated under the laws of the Republic of Poland (KRS: 0000980227), with its registered office at: ul. 12 Lutego 25/7, 82-300 Elbląg, Poland.
1.2 Pleso Therapy provides services to Users in its own name and on its own account, engaging qualified Specialists who collaborate with Pleso Therapy under separate subcontracting agreements. Specialists perform professional activities related to the provision of Services as subcontractors of Pleso Therapy. The agreement for the provision of Services is concluded exclusively between the User and Pleso Therapy. Pleso Therapy is responsible to the User for the organisation and delivery of Services in accordance with applicable law and these Terms. Pleso Therapy independently determines the scope and manner of offering Services through the Platform, sets the prices of Services, accepts payments from Users, and processes refunds in accordance with the rules set out in the Terms. The User acknowledges that the Specialist is not a party to the agreement concluded with the User through the Platform, unless otherwise expressly required by mandatory provisions of law.
1.3 The Platform is available to persons located in the territories in which Pleso Therapy operates. Pleso Therapy reserves the right to restrict access to the Platform for persons in certain territories in accordance with applicable law, international sanctions or operational constraints. The current list of territories in which Pleso Therapy operates is published on the Platform and may be updated from time to time. By registering or purchasing any Services on the Platform, the User confirms and warrants that, at the time of purchase and throughout the entire period of using the Services, they are located in a territory in which Pleso Therapy operates and are not subject to the restrictions referred to above.
1.3.1 Access to the Platform and use of the Services from the territory of the United States of America or Canada is strictly prohibited, regardless of the User’s citizenship or nationality.
1.3.2 By accepting these Terms, the User declares that they provide accurate and up-to-date information and undertakes to update it without delay in the event of any change. The User is responsible for the accuracy and currency of the data in accordance with general provisions of law and the terms of this Agreement. Furthermore, the User acknowledges that providing false information, including regarding their country of residence, constitutes a material breach of these Terms. In the event of such a breach, Pleso Therapy is entitled to take appropriate action, including refusing to provide Services, suspending or deleting the User’s Account, terminating the Agreement with immediate effect, and taking any other measures provided for under applicable law or these Terms.
1.3.3 Pleso Therapy reserves the right to block or suspend a User’s account without prior notice if it has reasonable grounds to believe that the User is accessing the Platform from a territory restricted under these Terms.
1.4 Acceptance of these Terms occurs at the moment of registration: by creating an account on the Platform, the User confirms that they have read and understood these Terms and agree to be bound by their provisions, and upon registration a legal relationship governed by these Terms is established between the User and Pleso Therapy.
1.5 Pleso Therapy may make changes to these Terms in accordance with section 9.
1.6 These Terms constitute a single, uniform document applicable to Users in all jurisdictions in which the Platform operates. Provisions specific to a given jurisdiction are set out in the country Annexes. In the event of a conflict between the main body of these Terms and a country Annex, the provisions of the country Annex and the mandatory provisions of local law prevail.
1.7 The Privacy Policy and the Refunds Policy published on the Platform form an integral part of these Terms.
2. Definitions
2.1 “Pleso Therapy”
Pleso Therapy Limited Liability Company, with its registered office in Elbląg, at ul. 12 Lutego 25/7, 82-300 Elbląg, registered in the register of entrepreneurs under KRS number: 0000980227, holding NIP: 5783155594, is the owner of the Platform (within the meaning of these Terms) and the entity providing Services to Users in its own name and on its own account. Pleso Therapy is responsible for the technical operation of the Platform, the organisation, coordination, and ensuring the delivery of Services offered through the Platform, including the selection and verification of Specialists, establishing the rules for the provision of Services, organising the Session booking process, accepting payments from Users, handling complaints, and performing other activities related to the delivery of Services.
2.2 “Platform”
The website https://pleso.me and related applications operated by Pleso Therapy, used for offering, organising, booking, delivering, and managing Services provided by Pleso Therapy. The Platform constitutes an internal technical and organisational tool used by Pleso Therapy to provide Services to Users, including enabling: registration and management of User Accounts; display of information about Specialists; search and matching of Specialists; booking, cancellation, and rescheduling of Sessions; remote conduct of Sessions; and processing of payments. The Platform does not constitute a place for concluding agreements between Users and Specialists. All Services available through the Platform are provided by Pleso Therapy, with the use of Specialists collaborating with Pleso Therapy.
2.3 “Specialist”
A qualified mental health professional meeting the requirements of section 4 of these Terms, previously verified by Pleso Therapy, and providing the Services to Users through the Platform under a subcontracting agreement with Pleso Therapy. The Specialist is responsible to Pleso Therapy for the proper performance of the professional activities entrusted to them, without prejudice to any liability arising under applicable law. Information about each Specialist’s qualifications, specialisation and working methods is published in the Specialist’s profile on the Platform.
2.4 “User”
Any natural person who has full legal capacity, regardless of citizenship, and who is at least 18 years of age. Persons under 18 years of age may access the Services only upon a proactive written request by a parent or legal guardian, as set out in section 12. Services are not provided to persons under 14 years of age.
2.5 “Session”
A therapeutic meeting organised through the Platform between a Specialist and one or more participants (the User and, in the case of couples or family therapy, other persons invited by the User) for the purpose of psychological assessment, support or therapeutic intervention. Duration: 50 minutes (individual Session) or 80 minutes (couples/family Session).
2.6 “Services”
Mental health services (psychological counselling, psychotherapy, in individual, couples, and family formats) provided by Pleso Therapy through Specialists in a remote format, using the Platform, based primarily on scientifically validated (evidence-based) methods.
2.7 “Bundle”
A prepaid purchase of a specified number of Sessions, credited to the User’s account as Tokens and valid for the period specified at the time of purchase, on the terms published on the Platform. A Bundle may be offered as a one-off purchase (without automatic renewal) or with automatic renewal at the end of each billing cycle. A Bundle with automatic renewal constitutes a Subscription.
2.8 “Subscription”
A Bundle that renews automatically at the end of each billing cycle: recurring access to a specified number of Sessions per billing cycle, renewed automatically until cancelled by the User, on the terms published on the Platform. Upon each renewal, the corresponding number of Tokens is credited to the User’s account, valid for the entire current billing cycle.
2.9 “Gift Voucher (legacy)”
An electronic document previously purchased by one person (the Giver) for the benefit of another person (the Recipient), entitling the Recipient to receive Services up to the value or number of Sessions specified in the voucher. Gift Vouchers are no longer offered for sale on the Platform. Gift Vouchers already issued remain valid until their original expiry date — 1 (one) year from the date of purchase — after which any unused balance is forfeited without refund. A Gift Voucher cannot be exchanged for cash, partially redeemed with a cash refund of the balance, or returned to the Giver.
2.10 “Token”
An internal, non-monetary unit of balance on the User’s account, exchangeable for one Session of the corresponding type. Tokens are credited when the User purchases a single Session, a Bundle or a Subscription (for example, a Subscription including 12 Sessions credits 12 Tokens upon each renewal, valid for the entire current billing cycle), or when a Session fee is returned to the User’s balance in accordance with section 8. Tokens have no cash value, are not a means of payment, are non-transferable, and may be redeemed for cash only in the cases expressly listed in section 8.1. The validity period of Tokens follows the terms of the purchase under which they were credited.
3. Services
3.1 Under these Terms, Pleso Therapy undertakes to provide Services to the User, and the User undertakes to accept and pay for those Services. The Specialist engaged by Pleso Therapy acts under a separate subcontracting agreement and is not a party to these Terms.
3.2 Pleso Therapy uses Specialist-matching algorithms that take into account Specialists’ qualifications, specialisation, experience and therapeutic methods, as well as the needs declared by the User.
3.3 Sessions are conducted remotely in online video format using the Platform’s technical infrastructure. No third party may be present during an individual Session, except in couples or family therapy, where additional participants are invited by the User in accordance with the Session format.
3.4 The Services do not constitute medical treatment within the meaning of applicable law. If the User has a psychiatric diagnosis, the Specialist will recommend parallel psychiatric care.
3.5 Specialists use evidence-based methods (CBT, psychodynamic, humanistic, Gestalt, existential and other methods recognised by the APA, NICE, the WHO and the EAP). Information about each Specialist’s working method is published in their profile on the Platform.
3.6 The User acknowledges that the Specialist provides Services on a subcontracting basis, under a separate agreement with Pleso Therapy. To the extent permitted by applicable law, the Specialist may be subject to a prohibition on providing services to the User outside the Platform for a period of 6 months from the date of the last Session completed through the Platform. These restrictions apply solely to the relationship between Pleso Therapy and the Specialist and do not affect the User’s rights as a consumer. In the event that the User establishes contact with the Specialist outside the Platform, Pleso Therapy bears no responsibility for services provided outside the Platform or for the consequences of such a relationship, and any settlements arising therefrom are not covered by the Platform’s system.
3.7 Sessions are not recorded by Pleso Therapy, the Specialist or the User, unless the User and the Specialist both expressly agree to the recording in writing in advance. Any permitted recording forms part of the clinical content of the Session and is protected by professional secrecy and the Privacy Policy.
4. Specialist Qualifications
4.1 Every Specialist providing Services through the Platform meets the following minimum requirements:
a completed master’s degree in Psychology (MSc or equivalent) or a higher medical degree in Psychiatry;
additional specialist training in evidence-based psychotherapy methods lasting at least 2 years;
at least 3 years of clinical practice;
regular supervision (at least once a month);
continuing professional development of at least 30 hours per year.
4.2 Pleso Therapy verifies Specialists’ qualifications and may suspend a Specialist’s access to the Platform if it transpires that they do not meet the applicable requirements.
4.3 The User may review a Specialist’s qualifications in the Specialist’s profile on the Platform before starting therapy.
5. Booking
5.1 Specialists independently maintain and update their availability schedule on the Platform. The Specialist’s personal account on the Platform is the sole official source of their schedule.
5.2 The User independently selects and books a Session from the available time slots. Once the User has made the booking and paid for the Session, the Session is considered confirmed. No separate confirmation from the Specialist is required or expected.
5.3 Payment for a Session must be made by the User before the Session begins, in accordance with section 6. An unpaid Session may be automatically cancelled by the Platform.
6. Fees and Payment
6.1 All prices include applicable taxes and charges. Current prices are published on the Platform (on the recommendation page where the User selects a Specialist). The prices of Services displayed on the Platform are set by Pleso Therapy and relate solely to settlements between Pleso Therapy and the User, and do not constitute a basis for determining the remuneration due to the Specialist under separate agreements concluded between Pleso Therapy and the Specialist.
6.2 Payment must be made by the User before the Session, electronically, through licensed third-party payment service providers engaged by Pleso Therapy, each of which is PCI DSS compliant. A payment confirmation is sent to the User’s registered e-mail address. Pleso Therapy does not store full payment card data; all payment processing is carried out exclusively by such licensed payment service providers in accordance with the PCI DSS standard. The current named list of third-party service providers and tools used by the Platform is published in our Cookie & Third-Party Tools Policy at pleso.me/en/legal/cookie-policy and may be updated from time to time without amendment of these Terms.
6.3 Pleso Therapy may change the prices of the Services by giving the User written notice by e-mail at least 14 (fourteen) calendar days before the new prices take effect. New prices do not apply to Sessions paid for before the date of the price-change notice.
6.4 Discounts and free Sessions are granted to the User exclusively through a promotional code applied at payment. A discount or free Session is activated only once a valid promotional code has been entered at the appropriate stage of the purchase process. Without entering and applying a promotional code, no discount is applied and none can be granted retroactively after the payment has been processed.
6.5 Promotional codes and discounts for new Users are valid only for the first account registered from a given e-mail address, device or payment method. If Pleso Therapy detects the registration of multiple accounts in order to exploit such codes or discounts, Pleso Therapy reserves the right to: cancel the relevant Session or order without refund; block or delete all related accounts; and/or demand payment of the difference between the discounted price and the full price of the Services.
7. Bundles and Subscriptions
7.1 Pleso Therapy may offer the Services as single Sessions, Bundles or Subscriptions. The current formats, the number of Sessions included, the billing cycle, the validity period, the price and (for Subscriptions) the renewal terms are published on the Platform and displayed to the User before purchase. Purchased Sessions are credited to the User’s account as Tokens.
7.2 Bundles (one-off). A Bundle without automatic renewal is purchased as a one-off, prepaid transaction and does not renew automatically. The Tokens credited under such a Bundle must be used within the validity period specified at the time of purchase. Unused Tokens are non-refundable after their validity expires, except where the inability to use them arose through the fault of Pleso Therapy or the Specialist.
7.3 Subscriptions. A Subscription is a Bundle with automatic renewal. A Subscription renews automatically at the end of each billing cycle for a further cycle of the same duration, at the price applicable at that time, until cancelled by the User. Upon each renewal, the corresponding number of Tokens is credited to the User’s account and is valid for the entire current billing cycle. By purchasing a Subscription, the User gives express consent to such automatic, recurring payments.
7.4 Cancelling a Subscription. The User may cancel a Subscription at any time through a simple, easily accessible mechanism in the Platform interface, without needing to contact customer support. Cancellation takes effect at the end of the current billing period; the User retains access to the Sessions paid for in the current period until that period ends. Once a renewal payment has been processed, no refund is due for the current billing period, unless the mandatory consumer-protection law of the User’s country provides otherwise.
7.5 Renewal notice. Pleso Therapy will notify the User by e-mail at least 7 calendar days before each automatic renewal, stating the renewal date, the amount to be charged and how to cancel.
7.6 Price changes. Prices of single Sessions and one-off Bundles may change upon at least 14 calendar days’ notice, in accordance with clause 6.3; price changes never affect purchases already paid for. If the price of a Subscription changes, Pleso Therapy will notify the User by e-mail at least 30 calendar days before the change takes effect. The User may cancel the Subscription before the new price applies; if the User does not cancel, the new price applies from the next renewal.
7.7 Unused Tokens on cancellation. If the User cancels a Subscription during a billing cycle, the Tokens credited for the current billing cycle remain available until the end of that cycle and are not refundable in cash, except in the cases set out in section 8.
7.8 Gift Vouchers (legacy). Gift Vouchers are no longer offered for sale on the Platform. Gift Vouchers previously issued remain redeemable until their original expiry date, under the terms in force at the time of their purchase. All outstanding Gift Vouchers are expected to expire fully by the end of 2026.
8. Cancellation and Rescheduling
8.1 Cancellation by the User. If the User cancels a Session at least 24 hours before its scheduled start, the Session fee is returned to the User as a Token credited to their account balance on the Platform. The Token may be used to book any future Session without time limitation, unless the terms of the specific Subscription or Bundle provide otherwise. If the cancellation is made less than 24 hours before the scheduled start, no Token is credited and no fee is refunded, except in the cases set out in clause 8.2. A cash refund to the payment method used by the User is made within 10 business days only in the following cases:
technical impossibility of holding the Session attributable to Pleso Therapy or the Specialist;
the Token resulted from a one-off purchase of a single Session (a standalone one-time payment, not part of a Bundle or Subscription) and the User wishes to receive a cash refund of that Token — upon a request sent to hq@pleso.me;
termination of the Agreement by the User in accordance with section 18, in which case a pro-rata refund for unused Sessions is made.
Where a Bundle or Subscription includes more than one Session, cash refunds for individual unused Tokens are not made, except where: (a) the inability to use the Sessions arose through the fault of Pleso Therapy or the Specialist; or (b) the User submits a request to hq@pleso.me and Pleso Therapy determines, at its reasonable discretion, that exceptional circumstances justify a refund. The above is without prejudice to any statutory right of withdrawal from a distance contract and the related refund rights available to consumers under the mandatory law of their country of residence and the applicable country Annex.
Detailed refund rules, including how Bundle and Subscription refunds are calculated, are set out in our Refunds Policy (https://pleso.me/en/legal/refunds-policy).
8.2 Rescheduling by the User. The User may reschedule a Session at least 12 hours before its scheduled start through the Platform interface. Rescheduling less than 12 hours before the start is permitted only in cases of force majeure, subject to mandatory notification to Pleso Therapy via email or chat messenger.
8.3 User no-show. The Specialist waits for the User for 20 minutes from the scheduled start time. If the User does not connect within that time, the Session is deemed not delivered through the User’s fault — no refund is made and the Session is treated as used.
8.4 User lateness. If the User joins a Session late, the Session ends at the originally scheduled time and is not extended. No refund is made.
8.5 Cancellation or rescheduling by the Specialist. If the Specialist cancels or reschedules a Session, the User is notified through the Platform. The consequences depend on the reason and the amount of advance notice.
Valid reasons for cancellation or rescheduling include: illness of the Specialist; infrastructure circumstances making the Session impossible; force majeure events under section 11; or a condition of the User that makes the Session impossible.
Cancellation or rescheduling for a valid reason: the User is entitled to a full refund or rescheduling to another convenient time.
Cancellation or rescheduling without a valid reason: the User is entitled to a full refund or rescheduling; and, additionally, the next Session with that Specialist at 50% of the fee if the cancellation or rescheduling occurred less than 24 hours before the start.
If the Specialist fails to join a Session without prior notice (no-show), this is treated as a cancellation without a valid reason on less than 24 hours’ notice: the User is promptly notified and is entitled to a full refund or rescheduling of the Session and, in addition, to the next Session with that Specialist free of charge.
8.6 Specialist lateness.
lateness of 5 to 14 minutes — the Specialist makes up the lost time during the current Session, regardless of the reason;
lateness of 15 minutes or more for a valid reason — the Session is rescheduled; the next Session with that Specialist is at 50% of the fee;
lateness of 15 minutes or more without a valid reason — the Session is rescheduled; the next Session with that Specialist is at 50% of the fee.
8.7 Specialist’s right to end a Session. The Specialist may end a Session immediately where:
the User is driving a vehicle during the Session;
there are visible signs of intoxication or use of psychoactive substances;
the User’s behaviour poses a threat to their own safety or the safety of third parties.
In such cases, the question of any refund is resolved individually after review by Pleso Therapy.
9. Changes to these Terms
9.1 Pleso Therapy may amend these Terms by giving the User written notice by e-mail at least 14 calendar days before the new version takes effect. Where a change concerns the rules governing Sessions themselves (for example the Session format, cancellation rules or Specialist qualification requirements), it takes effect for Users only once the corresponding change has also come into force in Pleso Therapy’s agreements with the Specialists. This ensures that Users are never subject to Session rules that the Specialists delivering those Sessions are not yet bound by.
9.2 If the User does not agree with a change, the User may terminate the Agreement within 14 calendar days of receiving the notice, by deleting their account or by submitting a written request to Pleso Therapy. In that case, Sessions already paid for but not yet used remain available on the Platform until their expiry date — the User may use them before deleting the account. Continued use of the Platform after the new version takes effect constitutes acceptance of the amended Terms.
9.3 The notice period in clause 9.1 may be shortened if the change is required by newly enacted legislation or by a decision of a competent authority imposing a deadline shorter than 14 days.
10. Technical Requirements
10.1 To properly receive the Services, the User must ensure the following minimum technical requirements are met:
a stable internet connection with a bandwidth of at least 5 Mb/s (wired or Wi-Fi recommended);
a device with a current version of a modern, supported web browser (the list of supported browsers is published on the Platform);
a working microphone and camera, checked before each Session.
10.2 By accepting these Terms, the User confirms that they have read the technical requirements and meet them.
10.3 Technical problems on the User’s side do not constitute grounds for rescheduling or for cancellation with a refund. Pleso Therapy is not liable for technical failures caused by faulty equipment, lack of internet connection or insufficient bandwidth on the User’s side.
11. Force Majeure
11.1 Neither Party is liable for non-performance of, or delay in performing, its obligations under these Terms where such non-performance or delay is caused by an extraordinary event beyond that Party’s reasonable control which arose after acceptance of these Terms and which the Party could not reasonably have foreseen or avoided. Such events include in particular:
natural disasters, fires, earthquakes;
war, armed conflict, acts of terrorism;
declaration of a state of emergency or martial law;
epidemics or pandemics declared by competent authorities;
acts of public authorities preventing performance.
11.2 Pleso Therapy will notify the User of the occurrence of a force majeure event within 5 (five) business days of its occurrence, describing the nature of the event and its likely impact on the Services. If the force majeure event affects a Specialist, Pleso Therapy will notify the User within the same period from receiving notice from the Specialist. The notice is sent by e-mail to the address provided at registration. Failure to give timely notice deprives the affected Party of the right to rely on force majeure as a ground for release from liability.
11.3 During a force majeure event, performance of the affected obligations is suspended. Unused Sessions falling within the force majeure period are rescheduled or refunded, at the User’s choice. If the force majeure event lasts longer than 30 (thirty) calendar days, the User may unilaterally terminate the Agreement and receive a refund for all unused Sessions.
12. Minors
12.1 Services may be provided to Minor Users — persons under 18 years of age — only upon a proactive written request submitted by a parent or legal guardian to hq@pleso.me. Pleso Therapy will provide the applicable consent documentation and onboarding procedure upon receipt of such a request. In the absence of such a request, access to the Platform is available only to persons who are 18 years of age or older, confirmed by a self-declaration at registration.
12.2 Services to Minor Users in the United Kingdom are currently suspended pending implementation of additional safeguards required under applicable UK law, including age assurance mechanisms and responsible person contact requirements. This section will be updated once those safeguards are in place.
12.3 Where a proactive request has been received and the applicable consent documentation completed:
a) the account on behalf of a Minor User is created by the parent or legal guardian;
b) written consent of the parent or legal guardian is required before the first Session; if the Minor User is 14 years of age or older, their own written consent is additionally required;
c) the parent or legal guardian bears full responsibility for the Minor User’s use of the Platform;
d) the Specialist is notified of the Minor User’s status before the Session begins and will not proceed without confirmation that the required consents are in place.
12.4 The parent or legal guardian of a Minor User has the right to be present during a Session. The final decision on the presence of the parent or legal guardian rests with the Specialist, taking into account the welfare and wishes of the Minor User.
12.5 Owing to the Specialist’s duty of professional confidentiality, the parent or legal guardian of a Minor User is not entitled to demand full disclosure of information obtained during Sessions. Information may be limited to general findings and recommendations.
12.6 If, during any Session, information is obtained indicating a threat to the life or health of a Minor User, the Specialist follows Pleso Therapy’s Crisis Protocol regardless of the parent’s or legal guardian’s consent. If, during any Session, information is obtained indicating violence or a threat to the life or health of any User or third parties, the Specialist is required to: notify Pleso Therapy immediately through the Platform’s internal communication system; and, where necessary, contact law enforcement or emergency services in accordance with their professional obligations and applicable law. Pleso Therapy coordinates appropriate crisis escalation and support. Specific decisions are made by the Specialist independently, based on their professional judgement and applicable law; Pleso Therapy does not interfere with the Specialist’s independent professional decisions made in accordance with their qualifications and applicable law.
13. Confidentiality and Personal Data Protection
13.1 Pleso Therapy and the Specialist ensure the confidentiality of all information obtained from the User in connection with the performance of these Terms, both during the term of the Agreement and after its termination.
13.2 Personal data is processed in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR) and the applicable data-protection legislation of each jurisdiction. Details of the processing are set out in the Privacy Policy and the relevant country Annexes.
13.3 The legal basis for processing the User’s personal data (excluding health data) is the performance of the Agreement (Article 6(1)(b) GDPR). The legal basis for processing the User’s health data is Article 9(2)(h) GDPR — the provision of health care and treatment by professionals subject to an obligation of professional secrecy (in conjunction with Article 9(3) GDPR and national rules on the professional secrecy of psychologists and psychotherapists, in particular the Polish Act of 19 August 1994 on the Protection of Mental Health (Journal of Laws 2024, item 917, consolidated text)). Pleso Therapy obtains an additional explicit consent from the User at registration as a confirming layer and in order to satisfy national mental-health legislation, but does not rely solely on consent under Article 9(2)(a) GDPR as the basis for processing.
13.3.1 Pleso Therapy is the controller of personal data in respect of the operation of the Platform, the vetting of Specialists, bookings, billing, User support and complaint handling. Each Specialist, as a qualified mental-health professional subject to an obligation of professional secrecy, is an independent controller of the User’s personal data in respect of the clinical content of Sessions (clinical notes, clinical assessment, therapeutic decisions). To the extent that Pleso Therapy and the Specialist jointly determine the purposes and means of processing, they act as joint controllers within the meaning of Article 26 GDPR; the essence of the arrangement between the joint controllers is set out in the Privacy Policy and is made available to the User on request.
13.4 Limits of confidentiality. The User gives express, informed consent to the disclosure by the Specialist of information to the appropriate authorities in the following circumstances:
a threat to the User’s life (including suicidal intent or self-harm);
a threat to the life or health of third parties;
domestic violence;
violence against a child or a person lacking legal capacity;
pursuant to a court order.
Disclosure is made to the minimum extent necessary and only to the bodies designated by law. The Specialist must inform the User of these limits during the first Session.
13.5 Pleso Therapy does not transfer User data to third parties, except: payment service providers (for the purpose of processing payments); service providers supporting the operation of the Platform, acting on Pleso Therapy’s instructions and identified by category in the Privacy Policy; and public authorities (on the basis of law or a court order).
14. Rights and Obligations
14.1 Pleso Therapy undertakes to:
keep the Platform in proper technical working order;
verify the qualifications of Specialists;
ensure the confidentiality of User data;
provide up-to-date information about Specialists;
handle complaints within the time limits set out in section 16.
14.2 The User undertakes to:
provide accurate information at registration;
pay for the Services on time;
inform the Specialist of any psychiatric diagnoses and/or medication taken, as well as of any conditions that contraindicate the online format; the User bears all risks associated with failing to fulfil this obligation;
observe the rules of conduct during Sessions;
meet the technical requirements set out in section 10;
not register more than one account on the Platform.
14.3 The User has the right to:
receive full information about a Specialist’s qualifications before starting therapy;
change Specialist at their own discretion;
cancel or reschedule a Session in accordance with section 8;
lodge a complaint in accordance with section 16;
request erasure of their personal data (Article 17 GDPR); this right does not extend to clinical records of therapy during the statutory health-record retention periods (Article 17(3)(b) GDPR), as described in the Privacy Policy;
unilaterally terminate the Agreement at any time.
15. Responsibility
15.1 Pleso Therapy is responsible to the User for:
the technical operation of the Platform;
providing access to Specialists and organising Sessions;
payment processing;
the protection of personal data.
15.2 The Specialist is responsible for the proper performance of the professional activities entrusted to them, without prejudice to any liability arising under applicable law. Pleso Therapy, as the service provider, bears liability towards Users under applicable law, with the right of recourse against the Specialist.
15.3 If Pleso Therapy receives a justified complaint from the User concerning the quality of a Session, Pleso Therapy will consider it and take appropriate action in accordance with section 16, including a possible refund or a change of Specialist.
15.4 Pleso Therapy is not responsible for:
the User’s subjective expectations as to the results of therapy;
technical failures caused by faulty equipment or lack of internet connection on the User’s side.
16. Complaints
16.1. The User has the right to submit a complaint under generally applicable law. In particular, they may submit a complaint regarding the quality or scope of the Services provided, the conduct of the Specialist, or the technical operation of the Platform. Complaints should be submitted in writing to hq@pleso.me or by post to the address of Pleso Therapy indicated in section 19. A complaint should include: the User’s full name, an email address for correspondence, the date and description of the event, and the expected resolution.
16.2 Complaints should be submitted without undue delay from the occurrence of the circumstances giving rise to the complaint. The foregoing does not limit the User’s right to pursue claims before a court within the time limits provided for under applicable law.
16.3 Pleso Therapy will acknowledge receipt of the complaint within 3 business days and will consider it on its merits within 30 calendar days of receipt. If additional investigation is necessary, the period for consideration may be extended by 15 calendar days, of which the User will be notified in writing.
16.4 After considering a complaint, Pleso Therapy may take one or more of the following decisions:
provide the User with explanations regarding the circumstances giving rise to the complaint;
make a full or partial refund for the relevant Session;
change the Specialist (with the User’s consent) and provide a free replacement Session with another Specialist;
temporarily restrict or remove the Specialist’s access to the Platform where serious breaches of quality standards or the Code of Ethics are found.
16.5 Pleso Therapy’s decision does not deprive the User of the right to pursue claims in court or before out-of-court dispute resolution bodies in accordance with section 17.
17. Governing Law and Disputes
17.1 These Terms are governed by the law of the Republic of Poland. The mandatory consumer-protection provisions of the User’s country of residence additionally apply in accordance with the relevant country Annex. These Terms constitute a self-standing legal arrangement and are not affected by the content of the agreements concluded between Pleso Therapy and Specialists, which may be governed by a different law. The choice of governing law in an agreement with a Specialist does not limit the User’s rights as a consumer arising from mandatory provisions of law.
17.2 In the event of a conflict between the main body of these Terms and a country Annex, the provisions of the country Annex and the mandatory provisions of local law prevail.
17.3 All disputes will first be referred to negotiation. If a dispute is not resolved through negotiation within 30 calendar days, it will be submitted to the courts having jurisdiction over the registered office of Pleso Therapy, unless the mandatory provisions of the law of the User’s country of residence provide otherwise.
17.4 The User may also use the out-of-court dispute resolution procedures available under the law of their country of residence. The competent ADR bodies for the individual jurisdictions are indicated in the relevant country Annex. The User acknowledges that the EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and is no longer available.
18. Miscellaneous
18.1 These Terms take effect upon acceptance by the User and remain in force indefinitely, until terminated by either Party. The User may unilaterally terminate the Agreement at any time by deleting their account on the Platform Settings.
18.2 Pleso Therapy may terminate the Agreement in the event of a material breach by the User of these Terms or of the rules of conduct during Sessions, subject to 7 calendar days’ written notice.
18.3 The current version of these Terms is published on the Platform at https://pleso.me/en/terms-of-service.
18.4 If any provision of these Terms is found to be invalid, this does not affect the validity of the remaining provisions. The Parties undertake to replace such an invalid provision with a valid provision that best reflects the purpose of the original provision.
19. Contact Details
Pleso Therapy sp. z o.o.
KRS: 0000980227 | REGON: 522652856 | NIP: 5783155594
Registered office: ul. 12 Lutego 25/7, 82-300 Elbląg, Republic of Poland
E-mail: hq@pleso.me | Website: https://pleso.me
20. Acceptable Use Rules
20.1 The User undertakes to use the Platform solely in accordance with these Terms and applicable law. Any misuse of the Platform is prohibited.
20.2 The User is prohibited from:
Technical abuse: automated data collection (scraping, crawling), security probing, denial-of-service attacks (DoS/DDoS), introducing malicious code, and unauthorised access to the Platform’s systems or databases.
Impersonation: registering or acting on behalf of another natural or legal person; knowingly providing false identification data at registration.
Unauthorised commercial use: reselling or transferring to third parties access to the Platform or the Services, or using the Platform to provide the User’s own psychological or related services, unless expressly agreed with Pleso Therapy.
Promotional-code abuse: registering multiple accounts in order to obtain discounts intended for new Users (see clause 6.5).
Harmful content: posting, transmitting or distributing through the Platform content that infringes the rights of third parties, contains unlawful or defamatory material, threats, or content contrary to applicable law.
20.3 If breaches described in this section are found, Pleso Therapy may, without prior notice:
temporarily suspend or permanently block the User’s account;
cancel unused Sessions and Tokens without refund;
claim compensation for damage caused to Pleso Therapy or to third parties.
20.4 Pleso Therapy cooperates with law enforcement authorities and provides necessary information where a crime is suspected to have been committed using the Platform.
21. Intellectual Property
21.1 All intellectual property relating to the Platform, including in particular the software, the Specialist-matching algorithms, the design, graphic elements, texts, trademarks, logos, and video and audio materials, is the exclusive property of Pleso Therapy or is used by it on a lawful basis.
21.2 These Terms do not grant the User any rights to Pleso Therapy’s intellectual property, except for a limited, non-exclusive right to use the Platform in accordance with these Terms and solely for personal, non-commercial purposes.
21.3 The User is prohibited from:
copying, reproducing, modifying, decompiling or reverse engineering any part of the Platform;
registering or using trademarks, domain names or designations confusingly similar to the name or trademarks of Pleso Therapy without Pleso Therapy’s written consent.
21.4 If the User posts reviews, comments or other content on the Platform (“User Content”), the User grants Pleso Therapy an irrevocable, royalty-free, non-exclusive, worldwide licence to use such User Content for the purposes of operating and improving the Platform, marketing and public presentation, including on Pleso Therapy’s website and in social media, subject to applicable confidentiality and anonymisation requirements.
21.5 The User warrants that User Content does not infringe the intellectual property rights of third parties. If third-party claims arise in connection with such User Content, the User undertakes to indemnify Pleso Therapy against all related costs and losses.
22. Account Security
22.1 The User bears sole responsibility for keeping their account access credentials (login and password) confidential.
22.2 The User must immediately notify Pleso Therapy at hq@pleso.me upon discovering or suspecting unauthorised access to their account, or the loss or disclosure of their access credentials.
22.3 Until such notification is received, Pleso Therapy is not responsible for actions taken through the User’s account by third parties. The User is responsible for any losses resulting from unauthorised use of their account before notification, unless they resulted from a culpable act or omission on the part of Pleso Therapy.
22.4 Pleso Therapy never asks for the User’s password in correspondence or through the Platform. If the User receives such a request, it is a phishing attempt; the User should immediately notify Pleso Therapy and not disclose their access credentials.
22.5 Pleso Therapy may temporarily suspend the User’s account if suspicious activity or a potential compromise of access credentials is detected, in order to protect the User. Pleso Therapy will notify the User of such a suspension by e-mail.
23. Limitation of Liability
23.1 Pleso Therapy bears liability on the terms provided for under applicable law.
23.2 No provision of the Terms excludes or limits the liability of Pleso Therapy to the extent that such exclusion or limitation would be impermissible under mandatory provisions of law.
23.3 Pleso Therapy exercises due diligence to ensure the proper provision of Services through the Platform, in particular with regard to the verification and selection of Specialists.
23.4 Pleso Therapy bears no liability for circumstances beyond its reasonable control, in particular cases of force majeure and failures of telecommunications infrastructure independent of Pleso Therapy.
23.5 Pleso Therapy does not guarantee the achievement of specific results arising from the provision of Services, in particular therapeutic or advisory outcomes, which depend on the individual circumstances of the User and numerous factors beyond the control of Pleso Therapy and the Specialists.
23.6 Pleso Therapy bears no liability for the consequences of contacts, arrangements, or provision of services between the User and the Specialist conducted outside the Platform, to the extent that they are not carried out within the Platform.
23.7 Pleso Therapy bears no liability for temporary interruptions or disruptions in the functioning of the Platform arising from technical reasons or other circumstances beyond the control of Pleso Therapy, except for damage caused intentionally.
24. Third-Party Services and Links
24.1 The Platform uses or integrates third-party services and software, including:
licensed third-party payment service providers, each of which is PCI DSS compliant;
video communication tools;
analytics tools.
Use of such services is subject to their own terms of use and privacy policies, which the User should review independently. The current named list of third-party service providers and tools used by the Platform is published in our Cookie & Third-Party Tools Policy at pleso.me/en/legal/cookie-policy and may be updated from time to time without amendment of these Terms.
24.2 Pleso Therapy is not responsible for:
the availability, quality, or security of third-party services;
changes to the terms or functionality of third-party services;
any losses arising from the use of or inability to use third-party services
to the extent that these circumstances are beyond the control of Pleso Therapy.
24.3 The Platform may contain links to external third-party websites. The presence of such a link does not imply endorsement of that website or its content by Pleso Therapy. Pleso Therapy is not responsible for the content, accuracy or availability of external websites.
24.4 If a payment service is unavailable or a technical failure occurs during payment processing, Pleso Therapy will make reasonable efforts to resolve the problem but does not guarantee the continuous availability of any particular payment method.
25. Account Suspension
25.1 Independently of termination under section 18, Pleso Therapy may temporarily suspend a User’s account without terminating the Agreement in the following circumstances:
receipt of a complaint concerning the User’s conduct during a Session — until such complaint is resolved in accordance with section 16;
suspected breach of section 20 (acceptable use rules) — until the internal investigation is completed;
detection or suspicion of unauthorised access to the User’s account — in order to protect the User’s interests;
non-payment for the Services or a chargeback without justified grounds — until the matter is resolved.
25.2 Pleso Therapy will notify the User of the account suspension by e-mail, stating the reason and the estimated duration of the suspension. Where the suspension is for the User’s protection (suspected compromise of access credentials), the notification is sent as soon as possible after the threat is identified.
25.3 During the suspension period, the User cannot book new Sessions, access previously booked and paid Sessions, or use Tokens. Pleso Therapy will endeavour to minimise the duration of the suspension and to resolve the matter within a reasonable time.
25.4 If, after the complaint is resolved or the investigation completed, the alleged breach is not confirmed, the User’s account is restored and the Sessions falling within the suspension period are rescheduled or returned as Tokens.
26. Platform Availability and Maintenance
26.1 Pleso Therapy makes commercially reasonable efforts to keep the Platform available 24/7. However, Pleso Therapy does not guarantee any specific service level (SLA) and is not liable for temporary unavailability of the Platform where such unavailability is not attributable to Pleso Therapy’s fault.
26.2 Pleso Therapy reserves the right to carry out planned maintenance work, which may temporarily restrict access to the Platform or to certain features. If planned maintenance will make the Platform unavailable for longer than 1 hour, Pleso Therapy will notify Users by e-mail or through the Platform interface at least 24 hours in advance, except in emergencies.
26.3 If the Platform is unavailable through Pleso Therapy’s fault at the time of a scheduled Session, the User is entitled to reschedule the Session or obtain a refund in accordance with section 8.
26.4 Pleso Therapy is not responsible for unavailability of the Platform resulting from:
internet connection or equipment problems on the User’s side;
failures of third-party services outside Pleso Therapy’s control;
force majeure events within the meaning of section 11;
acts or omissions of third parties disrupting communication networks.
Annex 1 — Poland
This Annex applies to Users located in the territory of the Republic of Poland and supplements the main body of the Terms. In the event of a conflict, this Annex and the mandatory provisions of Polish law prevail.
1. Applicable legislation. In relations with Users located in Poland, the following legislation additionally applies:
the Act of 18 July 2002 on the provision of electronic services;
the Act of 23 April 1964 — the Civil Code;
the Act of 30 May 2014 on consumer rights;
the Act of 10 May 2018 on the protection of personal data.
2. Consumer right of withdrawal. A User who is a consumer within the meaning of Polish law has the right to withdraw from any contract concluded at a distance through the Platform (including a single Session, a Bundle or a Subscription) within 14 calendar days of its conclusion without giving any reason, in accordance with Article 27 of the Act of 30 May 2014 on Consumer Rights. The right of withdrawal does not apply once the Service has been fully performed, if performance began with the User’s prior express consent and the User acknowledged before performance began that they would lose the right of withdrawal upon full performance of the Service (Article 38(1)(1) of the Act of 30 May 2014 on Consumer Rights). If the User expressly requested that performance begin before the end of the 14-day period and then withdraws before the Service has been fully performed, the User must pay for the Services actually provided up to the moment of withdrawal, proportionally to the agreed price (Article 35 of that Act).
To exercise the right of withdrawal, the User must submit an unequivocal statement to hq@pleso.me or by post to the registered office of Pleso Therapy indicated in section 19. The User may (but is not obliged to) use the model withdrawal form set out in Annex 2 to the Act of 30 May 2014 on Consumer Rights. The refund will be made within 14 days of receipt of the withdrawal statement, using the same payment method that the User used when concluding the contract.
3. Subscription price changes (UOKiK practice). In line with the decision-making practice of the President of UOKiK concerning recurring contracts, Subscription price changes are notified at least 30 calendar days before they take effect (see clause 7.6). The extended notice period reflects the need to give the consumer a full billing cycle to decide whether to cancel before the new price applies.
4. Out-of-court dispute resolution. The User has the right to use the services of the municipal (district) consumer ombudsman or other out-of-court procedures available under Polish law. Information is available at: www.uokik.gov.pl. Consumers may also use mediation, as well as the out-of-court dispute resolution proceedings conducted by the Provincial Inspector of Trade Inspection (Wojewódzki Inspektor Inspekcji Handlowej) competent for the consumer, in accordance with the Act of 23 September 2016 on Out-of-Court Resolution of Consumer Disputes. The EU ODR platform was discontinued on 20 July 2025 and is no longer available.
5. Contract language. For Users located in Poland, these Terms are available in Polish. In the event of discrepancies between language versions, the Polish version prevails.
6. Marketing communications. Sending marketing, promotional or other commercial messages (e-mail, push notifications, SMS) requires the User’s separate prior consent under Article 398 of the Act of 12 July 2024 — Electronic Communications Law (Prawo komunikacji elektronicznej), in force since 10 November 2024, which replaced the former rules in Article 172 of the Telecommunications Law and Article 10 of the Act on the Provision of Services by Electronic Means. Consent to marketing communications is voluntary, separate from consent to the processing of data for the performance of the Agreement, and may be withdrawn at any time in the account settings or via the unsubscribe link in each such message.
7. Data protection. Personal data of Users located in Poland are processed in accordance with the GDPR and the Act of 10 May 2018 on the Protection of Personal Data. The President of the Personal Data Protection Office (Urząd Ochrony Danych Osobowych — UODO, ul. Stawki 2, 00-193 Warszawa, uodo.gov.pl) is the supervisory authority for data protection matters in Poland. Users may lodge complaints with UODO.
Annex 2 — United Kingdom
This Annex applies to Users located in the United Kingdom and supplements the main body of the Terms. In the event of a conflict, this Annex and the mandatory provisions of UK consumer-protection law prevail.
1. Applicable legislation. In relations with Users located in the United Kingdom, the following legislation additionally applies:
Consumer Rights Act 2015;
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
Digital Markets, Competition and Consumers Act 2024 (the “DMCC Act”);
UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018;
Electronic Commerce (EC Directive) Regulations 2002.
2. Consumer right to cancel (Consumer Contracts Regulations 2013). A User who is a consumer has the right to cancel any contract for the Services concluded at a distance — including the purchase of a single Session, a Bundle or a Subscription — within 14 calendar days of its conclusion, without giving any reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If the User expressly requests that performance of the Services begin during the 14-day period, the User does not lose the right to cancel; however, if the User then cancels, the User must pay a proportionate amount for the Services already supplied up to the time of cancellation. The right to cancel is lost only once the Services have been fully performed, where performance began with the User’s express request and the User acknowledged that the right to cancel would be lost upon full performance. To exercise the right to cancel, the User must submit an unequivocal statement to hq@pleso.me or by post to the registered office of Pleso Therapy indicated in section 19. The refund (less any proportionate amount due for Services already supplied) will be made within 14 days of receipt of the cancellation statement, using the same payment method that the User used when concluding the contract.
In addition, UK Users who are consumers may request a cash refund (rather than a Platform Token) upon cancellation of any individual Session made at least 24 hours before its scheduled start, by submitting a request to hq@pleso.me. Refunds are processed within 10 business days to the original payment method.
3. Subscriptions — DMCC Act requirements. The Digital Markets, Competition and Consumers Act 2024 (DMCC Act) introduces a new statutory regime for subscription contracts. Its subscription-contract provisions are subject to phased commencement and, at the date of these Terms, have not yet entered into force. Pleso Therapy applies the following standards to Subscriptions for UK Users voluntarily, in anticipation of that regime and as a matter of good practice:
Easy exit: the User may cancel a Subscription at any time through a simple, easily accessible mechanism on the Platform, without needing to contact customer support.
Reminder: where a free or introductory period precedes the first paid renewal, Pleso Therapy will send the User a reminder notice before the first charge is taken.
Renewal notices: in accordance with clause 7.5, a notice period of at least 7 days is observed before each automatic renewal.
Price-change notices: in accordance with clause 7.6, a notice period of at least 30 days is observed before a price change takes effect, giving the User a genuine opportunity to cancel.
Renewal cooling-off: UK Users who are consumers have the right to cancel within 14 calendar days of each automatic renewal and receive a full refund, provided no Sessions in the renewed period have been booked or used.
Once the DMCC subscription-contract provisions enter into force, this clause will be updated to reflect any additional mandatory requirements, including renewal cooling-off rights and pre-contract information duties introduced by secondary legislation.
4. Fairness of terms (Consumer Rights Act 2015). Clauses 23.4 to 23.7 of these Terms (limitation of liability) are subject to a fairness assessment under section 62 of the Consumer Rights Act 2015. If any of these provisions is found to be unfair, it does not bind the consumer; the remaining provisions of the Terms remain in force.
Nothing in these Terms excludes or limits Pleso Therapy’s liability to UK Users for death or personal injury resulting from negligence (section 65 of the Consumer Rights Act 2015), for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or restricted under UK law. Clauses 23.4 to 23.7 of these Terms apply to UK Users subject to this paragraph.
5. Data protection. Personal data of Users located in the United Kingdom are processed in accordance with the UK GDPR and the Data Protection Act 2018. The Information Commissioner’s Office (ICO) is the supervisory authority for data protection matters in the United Kingdom. Users may lodge complaints with the ICO at: https://ico.org.uk.
Pleso Therapy is a company registered in Poland and has no branch or place of business in the United Kingdom. Pleso Therapy’s current ICO registration status is published on the Platform’s privacy page for UK users.
6. Governing law (UK Users). For Users located in the United Kingdom, where mandatory provisions of UK consumer law conflict with the governing law of these Terms (Polish law), the mandatory UK provisions prevail. Nothing in these Terms affects the User’s statutory rights under UK law.
7. Out-of-court dispute resolution. UK Users may refer disputes to a certified UK Alternative Dispute Resolution (ADR) body listed in the Chartered Trading Standards Institute (CTSI) approved ADR scheme register (https://www.tradingstandards.uk/advice/approved-adr-bodies) or to Citizens Advice (https://www.citizensadvice.org.uk), or to the competent courts of the part of the United Kingdom in which the User is domiciled (England and Wales, Scotland or Northern Ireland), unless mandatory provisions of UK law provide otherwise.
8. Marketing communications. Sending marketing, promotional or other commercial messages requires the User’s separate consent in accordance with the Privacy and Electronic Communications Regulations 2003 (PECR). Consent to marketing communications is voluntary, separate from consent to the processing of data for the performance of the Agreement, and may be withdrawn at any time in the account settings or via the unsubscribe link in each such message.
9. Regulated activity and CQC registration. Pleso Therapy is a company registered in Poland and has no branch or place of business in the United Kingdom within the meaning of the Health and Social Care Act 2008. Sessions for UK Users are delivered exclusively by non-medical professionals (psychologists, counsellors and psychotherapists); medical practitioners, including psychiatrists, do not deliver Sessions to UK Users via the Platform. On this basis, Pleso Therapy’s current assessment is that mandatory registration with the Care Quality Commission (CQC) is not required at this time. This analysis refers to England, as the CQC regulates England only; Pleso Therapy monitors the equivalent position under Healthcare Improvement Scotland, Healthcare Inspectorate Wales and the Regulation and Quality Improvement Authority (RQIA) in Northern Ireland.
Pleso Therapy keeps its regulatory position under ongoing review and will apply for CQC registration if it considers this necessary or is advised to do so by the CQC. The current assessment is published on the Platform’s page for UK users and is updated whenever there is a material change in the regulatory position.
10. Specialists’ professional bodies. Every Specialist providing Services through the Platform to Users resident in the United Kingdom, in addition to the requirements of section 4 of these Terms, is:
a Practitioner Psychologist registered with the Health and Care Professions Council (HCPC — www.hcpc-uk.org); or
a Chartered Psychologist (CPsychol) of the British Psychological Society (BPS — www.bps.org.uk) who is also registered with the HCPC where they use a protected practitioner psychologist title; or
a Counsellor/Psychotherapist holding accredited or registered status on a register accredited by the Professional Standards Authority (PSA), such as the British Association for Counselling and Psychotherapy (BACP — www.bacp.co.uk) or the UK Council for Psychotherapy (UKCP — [www.psychotherapy.org.uk](http://www.psychotherapy.org.uk)), or another professional body or association recognised officially or otherwise accepted by Pleso Therapy following verification of the Specialist’s qualifications and professional standing.
The professional registration of every UK-facing Specialist is verified by Pleso Therapy before access to the Platform is granted and is displayed in the Specialist’s profile on the Platform.
11. MHRA and medical devices. The Platform itself is not placed on the market as a medical device within the meaning of the Medical Devices Regulations 2002 (UK MDR). If Pleso Therapy introduces functionality constituting a medical device (for example, diagnostic algorithms), separate UK Conformity Assessed (UKCA) marking and registration with the Medicines and Healthcare products Regulatory Agency (MHRA) will be obtained before such functionality is made available to UK Users.
12. Contract language. For Users located in the United Kingdom, these Terms are provided in English. The English version is the authoritative version for UK Users.
13. Minors. Services to Minor Users are currently suspended for Users located in the United Kingdom in accordance with clause 12.2 of these Terms. Pleso Therapy does not register accounts for, or provide Services to, persons under 18 located in the United Kingdom, and does not accept requests from parents or legal guardians to provide Services to such persons, until the safeguards referred to in clause 12.2 have been implemented. If Pleso Therapy becomes aware that an account is used by or on behalf of a person under 18 located in the United Kingdom, the account will be suspended and payments for unused Sessions refunded.
Annex 3 — Ukraine
This Annex applies to Users located in Ukraine and supplements the main body of the Terms. In the event of a conflict, this Annex and the mandatory provisions of Ukrainian consumer-protection law prevail.
1. Applicable legislation. In relations with Users located in Ukraine, the following legislation additionally applies:
the Law of Ukraine “On Protection of Consumer Rights”;
the Law of Ukraine “On Electronic Commerce”;
the Law of Ukraine “On Personal Data Protection” No. 2297-VI;
the Law of Ukraine “On the System of Mental Health Care”, to the extent in force.
2. Conclusion of the Agreement. For the purposes of the Law of Ukraine “On Electronic Commerce”, the Agreement with a User in Ukraine is concluded at the moment of registration in accordance with clause 1.4; booking and paying for a Session additionally evidences the User’s express request to begin performance of the Services.
3. Consumer rights and withdrawal. A User located in Ukraine who is a consumer has the right to withdraw from a distance contract within 14 calendar days of its conclusion without giving any reason, in accordance with the Law of Ukraine “On Protection of Consumer Rights”, provided that performance of the Services has not yet begun. If the User has expressly requested that performance of the Services begin before the expiry of that period, the right of withdrawal lapses. To exercise the right of withdrawal, the User must submit an unequivocal statement to hq@pleso.me or by post to the registered office of Pleso Therapy indicated in section 19. The refund will be made within 14 days of receipt of the withdrawal statement, using the same payment method that the User used when concluding the contract. Nothing in these Terms limits the mandatory consumer rights of Users located in Ukraine.
4. Consumer protection authority. The competent consumer protection authority in Ukraine is the State Service of Ukraine on Food Safety and Consumer Protection (Derzhprodspozhyvsluzhba) (dpss.gov.ua). Users located in Ukraine may address complaints to that authority or use other dispute resolution procedures available under Ukrainian law.
5. Liability for service quality. Pleso Therapy acts as the service provider (vykonavets) within the meaning of the Law of Ukraine “On Protection of Consumer Rights” and is liable to Users in Ukraine for Services of inadequate quality in accordance with that Law, retaining a right of recourse against the Specialist (clause 15.2).
6. Data protection. Personal data of Users located in Ukraine are processed in accordance with the Law of Ukraine “On Personal Data Protection” No. 2297-VI, with the GDPR applied as the baseline standard of protection as described in the Privacy Policy. The supervisory authority for personal data protection in Ukraine is the Ukrainian Parliament Commissioner for Human Rights (Ombudsman) (ombudsman.gov.ua). Users may lodge complaints with the Commissioner.
7. Legal bases for data processing and breach notification. For Users in Ukraine, processing of personal data is additionally based on the Law of Ukraine No. 2297-VI “On Personal Data Protection”: Article 11 (performance of a contract) for general personal data and Article 7 of that Law for health data processed by professionals bound by an obligation of professional secrecy, alongside the GDPR-equivalent standards described in the Privacy Policy. In the event of a personal data breach affecting Users in Ukraine, Pleso Therapy notifies the affected Users and the Ukrainian Parliament Commissioner for Human Rights within the deadlines and in the manner prescribed by applicable law; Specialists are required to notify Pleso Therapy of any such breach without undue delay and in any event within 24 hours.
8. Confidentiality of mental-health information. Information concerning a User’s mental health constitutes restricted-access information under Article 5 of the Law of Ukraine “On the System of Mental Health Care” and Article 40 of the Fundamentals of Ukrainian Healthcare Legislation, and may not be disclosed without the User’s consent except in the cases provided for by law (see section 13 and clause 13.4).
9. Unfair contract terms. Clauses 23.4 to 23.7 of these Terms (limitation of liability) are subject to review under Article 18 of the Law of Ukraine “On Protection of Consumer Rights” on unfair contract terms. If any of these provisions is found to be unfair, it does not bind the consumer; the remaining provisions of the Terms remain in force.
10. Contract language. For Users located in Ukraine, these Terms are made available in Ukrainian. For Users located in Ukraine, in the event of discrepancies between language versions, the Ukrainian version prevails. Services and communication with Users in Ukraine are provided in Ukrainian; this does not in itself alter the governing law of these Terms.
11. Marketing communications. Sending marketing, promotional or other commercial messages (e-mail, push notifications, SMS) requires the User’s separate prior consent in accordance with applicable Ukrainian law, including the Law of Ukraine “On Electronic Commerce”. Consent to marketing communications is voluntary, separate from consent to the processing of data for the performance of the Agreement, and may be withdrawn at any time in the account settings or via the unsubscribe link in each such message.
12. Force majeure certification. For Users located in Ukraine, force majeure events within the meaning of section 11 may, where applicable, be evidenced by a certificate issued by the Ukrainian Chamber of Commerce and Industry (or its regional chambers) in accordance with Ukrainian law. The absence of such a certificate does not deprive a Party of the right to rely on force majeure where the event is otherwise demonstrated in accordance with section 11.
13. Specialist qualifications. Specialists providing Services to Users in Ukraine comply with the requirements of the Law of Ukraine “On the System of Mental Health Care” to the extent in force (its relevant provisions entered into force on 7 February 2026), including requirements as to profile education, standards of psychological assistance, the Code of Professional Ethics and applicable clinical protocols. State certification of mental-health specialists is voluntary until 7 February 2031 and mandatory thereafter; certified Specialists are identified as such in their Platform profiles. Until the National Commission on Mental Health approves the list of recommended evidence-based psychotherapy methods, Pleso Therapy relies on the protocols of the Ministry of Health of Ukraine and the methods recognised by APA, NICE, WHO and EAP (clause 3.5). Pleso Therapy verifies the qualifications of all Specialists in accordance with section 4.
14. Dispute resolution. If a dispute is not resolved through negotiation within 30 calendar days, a User who is a consumer residing in Ukraine may, at their option, bring proceedings before the courts at their place of residence in Ukraine, at the place of performance of the Agreement, or at the registered office of Pleso Therapy, in accordance with Ukrainian civil procedure law and clause 17.3.
15. Governing law (UA Users). For Users located in Ukraine, where mandatory provisions of Ukrainian consumer-protection law conflict with the governing law of these Terms (Polish law), the mandatory Ukrainian provisions prevail. Nothing in these Terms affects the statutory rights of Users located in Ukraine under Ukrainian law.
London, N13 4FG, Prime
Apartments, 483 Green Lanes