Effective Date: October 2025

Website Terms of Service

Who We Are and What We Do

Youmi Support Ltd ("we", "us", "our") provides digital support services for people who are supporting someone with mental health difficulties. We are not a mental health treatment service. We are the data controller for the personal information you provide to us. This means we decide how and why your data is processed.

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Youmi Support Ltd, a company registered in England and Wales (Company No. 16162841), with its registered office at 22 Mount Pleasant Road, London, W5 1SG, United Kingdom.

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1. Acceptance of terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Youmi Support Ltd ("we", "our", "us") regarding your use of our AI-powered mental health support service for carers (the "Service"). By creating an account or using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Service.

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2. Service description

Our Service provides AI-powered conversational support specifically designed for carers, supporters, family members, and friends of people experiencing mental health difficulties. The Service aims to help you:

  • Better understand the mental health challenges your loved one is facing
  • Develop strategies for providing effective support
  • Access information about mental health conditions and treatments
  • Find resources and professional services in your area
  • Process your own emotional experiences as a carer

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IMPORTANT: This Service is NOT for individuals experiencing mental health difficulties themselves. Our Service is exclusively for their carers and supporters. If you are experiencing a mental health crisis, please contact emergency services or a crisis helpline immediately.

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3. Eligibility

To use the Service, you must:

  • Be at least 18 years of age
  • Be located in the United Kingdom
  • Have the legal capacity to enter into a binding contract
  • Not be prohibited from using the Service under UK law
  • Use the Service only for supporting someone else with mental health difficulties (not for your own direct mental health support)

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By using the Service, you represent and warrant that you meet these eligibility requirements.

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4. Account registration and security

To access the Service, you must create an account by providing accurate, complete, and current information. You are responsible for:

  • Maintaining the confidentiality of your account credentials
  • All activities that occur under your account
  • Notifying us immediately of any unauthorised use of your accountEnsuring your contact information remains up-to-date

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We reserve the right to suspend or terminate accounts that provide false information, violate these Terms, or are inactive for extended periods.

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5. Not medical advice or treatment

CRITICAL DISCLAIMER: The Service does not provide medical advice, diagnosis, or treatment. Our AI system is not a substitute for professional mental health services. The information provided through the Service is for educational and supportive purposes only. You should:

  • Always consult qualified mental health professionals for medical advice
  • Not rely on the Service for diagnosing mental health conditions
  • Not use the Service as a replacement for professional treatment
  • Seek immediate professional help in crisis situations

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We do not establish a doctor-patient, therapist-client, or any other professional relationship through the Service.

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6. Crisis situation

The Service is not designed for crisis situations. If you or the person you are caring for is experiencing a mental health emergency, including thoughts of self-harm or suicide, you must:

  • In the UK, call 999 for emergencies
  • Call the Samaritans at 116 123 (24/7 free helpline)
  • Contact NHS 111 for urgent mental health support
  • Go to your nearest A&E department

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While our AI system includes keyword detection for crisis language, this is not a substitute for professional crisis services. We cannot guarantee that crisis situations will always be detected or that appropriate help will arrive in time. You remain responsible for seeking professional help in emergencies.

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7. Acceptable use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You must NOT:

  • Use the Service for your own direct mental health support (it is for carers only)
  • Provide false or misleading information
  • Impersonate any person or entity
  • Attempt to gain unauthorised access to our systems
  • Use the Service to harm, threaten, or harass others
  • Upload malware, viruses, or malicious code
  • Attempt to reverse-engineer or copy our AI systems
  • Use the Service for commercial purposes without our written consent
  • Share your account with others
  • Violate any applicable laws or regulations

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We reserve the right to suspend or terminate your account immediately if you violate these acceptable use provisions.

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8. AI system limitations

Our Service uses artificial intelligence technology. You acknowledge and accept that:

  • AI systems can make mistakes, provide inaccurate information, or generate inappropriate responses
  • The AI does not have human judgment, empathy, or professional training
  • Responses are generated based on patterns in training data and may not be suitable for your specific situation
  • AI cannot understand context as well as a human professional
  • You should verify important information with qualified professionals

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We continuously work to improve our AI system, but we cannot guarantee that it will always provide accurate, appropriate, or helpful responses.

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9. Intellectual Property

The Service, including all content, features, functionality, software, and AI models, is owned by Youmi Support Ltd and is protected by UK and international copyright, trademark, and other intellectual property laws. You retain ownership of the content you provide to the Service. By using the Service, you grant us a licence to use, store, and process your content as necessary to provide the Service and as described in our Privacy Policy. You may not copy, modify, distribute, sell, or create derivative works from any part of the Service without our prior written consent.

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10. Privacy and data protection

Your use of the Service is subject to our Privacy Policy, which explains how we collect, use, and protect your personal data. By using the Service, you consent to our data practices as described in the Privacy Policy. You are responsible for ensuring that any information you share about others (including the person you are caring for) complies with applicable data protection laws. Where possible, anonymise or pseudonymise information about others when using the Service.

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11. Fees and payment

The Service is currently provided free of charge. We reserve the right to introduce fees in the future. If we introduce paid features or subscriptions, we will provide at least 30 days' notice and give you the opportunity to opt out before any charges apply.

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12. Service availability

We strive to provide reliable access to the Service, but we do not guarantee that:

  • The Service will be uninterrupted, error-free, or always available
  • Defects will be corrected
  • The Service is free from viruses or harmful components
  • Results obtained from the Service will be accurate or reliable

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We may modify, suspend, or discontinue the Service at any time, with or without notice. We are not liable for any modification, suspension, or discontinuation of the Service.

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13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW: Youmi Support Ltd, its directors, employees, and agents SHALL NOT BE LIABLE for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, use, or goodwill, arising from:

  • Your use of or inability to use the Service
  • Any conduct or content of third parties on the Service
  • Unauthorised access to your data
  • Errors, mistakes, or inaccuracies in the AI-generated content
  • Decisions made based on information from the Service
  • Any harm resulting from reliance on the Service

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Our total liability to you for all claims arising from your use of the Service shall not exceed £100. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under UK law.

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14. Indemnification

You agree to indemnify, defend, and hold harmless Youmi Support Ltd, its directors, officers, employees, and agents from any claims, liabilities, damages, losses, and expenses, including legal fees, arising from:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any rights of another person or entity
  • Any content you submit to the Service

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15. Termination

You may terminate your account at any time by contacting us at hello@youmisupport.com. Upon termination, your right to use the Service will immediately cease. We may suspend or terminate your account immediately, without notice, if we believe you have violated these Terms, engaged in fraudulent activity, or pose a risk to the Service or other users. Upon termination, your personal data will be handled in accordance with our Privacy Policy and Data Retention Policy.

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16. Changes to terms

We may revise these Terms at any time. We will notify you of material changes by email and by posting a notice on the Service at least 30 days before the changes take effect. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you must stop using the Service and may terminate your account.

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17. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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18. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

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19. Entire agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Youmi Support Ltd regarding the Service and supersede all prior agreements and understandings.

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20. Contact information

For questions about these Terms, contact us at Youmi Support Ltd:

  • Email: hello@youmisupport.com
  • Address: 22 Mount Pleasant Road, London, W5 1SG
  • Company Number: 16162841