Welcome to Callin. Callin is a non-clinical emotional support platform that connects people with trained, compassionate listeners for active listening, emotional support, peer support conversations, reflection, and human connection.

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you" or "the user") and Callin ("we," "us," or "our") regarding your access to and use of the Callin website, application, and all associated services (collectively, the "Platform").

By accessing or using the Platform in any way, including browsing the website, creating an account, booking a session, or participating in any service offered, you confirm that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy and Cookie Policy, which are incorporated herein by reference.

If you do not agree with any part of these Terms, you must not use the Platform.

To access and use Callin, you must meet the following eligibility requirements:

• You must be at least 18 years of age. Callin is not intended for minors, and we do not knowingly accept registrations from individuals under the age of 18.
• You must have the legal capacity to enter into a binding contract under the laws of your jurisdiction.
• You must not be barred from receiving services under applicable law.
• You must provide accurate, truthful, and complete information when creating an account or using any feature of the Platform.

If you are registering on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.

We reserve the right to verify eligibility at any time and to refuse or terminate access for any person who does not meet these requirements.

Callin provides access to a range of non-clinical, human-centered support services. Through the Platform, users may access:

• Active listening sessions with trained Callin listeners
• Emotional support conversations in a safe, confidential environment
• Peer support interactions for those seeking connection and understanding
• Reflection and clarity conversations to help individuals process their thoughts and feelings

All services provided through Callin are non-clinical in nature. The Platform is designed to offer a space for human connection, not professional mental health treatment.

The availability, format, and scope of services may change from time to time. Callin reserves the right to modify, expand, or discontinue any feature or offering with or without prior notice.

The following distinctions are essential to your use of Callin:

Callin listeners are not licensed therapists, counselors, psychologists, psychiatrists, social workers, or healthcare professionals. They do not:

• Diagnose any mental or physical health condition
• Provide clinical assessments or evaluations
• Prescribe medication or recommend specific treatments
• Offer professional therapeutic advice
• Provide medical opinions or guidance

If you require clinical mental health support, therapy, or professional medical advice, we encourage you to seek qualified healthcare professionals or licensed practitioners in your area. Callin is a complement to, not a replacement for, professional care.

Callin is not designed or equipped to respond to crisis situations, including but not limited to:

• Suicidal thoughts, ideation, or intent
• Self-harm or risk of self-injury
• Threats of harm to others
• Medical emergencies of any kind
• Acute psychiatric emergencies
• Domestic violence situations requiring immediate intervention

If you are in crisis, please reach out to the appropriate services for your location:

• In the United Kingdom: Call 999 for emergencies or 116 123 for the Samaritans (24 hours)
• In the United States: Call 911 for emergencies or 988 for the Suicide and Crisis Lifeline
• Internationally: Contact your local emergency number or a crisis helpline in your country

We care deeply about the wellbeing of every person who uses Callin. That is precisely why we are transparent about what we can and cannot offer. Reaching out for the right support is always the right decision.

Certain features of the Platform require you to create an account. When registering, you agree to provide accurate, current, and complete information and to keep that information up to date.

You are solely responsible for:

• Maintaining the confidentiality of your account credentials
• All activity that occurs under your account, whether or not authorised by you
• Ensuring that your account is not accessed by others without your permission

You must notify us immediately at support@callin.com if you suspect any unauthorised use of your account or any breach of security.

Callin shall not be liable for any loss or damage arising from your failure to maintain the security of your account credentials.

We reserve the right to suspend or terminate accounts that we reasonably believe have been compromised, misused, or created in violation of these Terms.

By using the Platform, you agree to conduct yourself in a manner that is lawful, respectful, and consistent with the values Callin represents. Specifically, you agree to:

• Use the Platform only for lawful purposes and in accordance with these Terms
• Treat all Callin listeners and other users with dignity and respect
• Provide accurate and truthful information at all times
• Comply with all applicable local, national, and international laws and regulations
• Respect the boundaries and wellbeing of listeners and other users
• Not share account access with others or allow third parties to use your account
• Report any concerns, violations, or inappropriate behaviour to Callin promptly

Callin reserves the right to investigate and take action in response to conduct that violates these responsibilities, including suspension or termination of access.

The following conduct is strictly prohibited on the Platform. Violation of these prohibitions may result in immediate account suspension or permanent termination, and may be reported to relevant authorities where appropriate.

You must not, under any circumstances:

• Harass, intimidate, threaten, or abuse any listener, user, or Callin team member
• Engage in discriminatory behaviour based on race, ethnicity, nationality, gender, gender identity, sexual orientation, religion, disability, age, or any other protected characteristic
• Use hate speech or promote violence against any individual or group
• Stalk, follow, monitor, or attempt to contact a listener outside the Platform
• Attempt to impersonate Callin, a Callin listener, another user, or any other person or entity
• Submit false, misleading, or fraudulent information of any kind
• Exploit or attempt to exploit listeners through manipulation, coercion, or inappropriate requests
• Use the Platform for any illegal purpose, including but not limited to fraud, money laundering, or solicitation of illegal services
• Distribute, upload, or transmit harmful, obscene, or illegal content
• Attempt to gain unauthorised access to any part of the Platform, its servers, or associated systems
• Use automated tools, bots, scrapers, or similar technologies to access or collect data from the Platform without express written consent
• Circumvent, disable, or interfere with any security or access control features
• Reverse engineer, decompile, or disassemble any part of the Platform
• Use the Platform to advertise, solicit, or promote any third-party products or services
• Attempt to undermine the integrity, reputation, or operations of the Callin platform or its community

This list is not exhaustive. Callin reserves the right to determine, at its sole discretion, whether any conduct is harmful to the platform, its users, or its mission.

Callin listeners are independent providers who offer compassionate, non-clinical conversation and support. Your interaction with a listener does not constitute or create:

• A therapist-client relationship
• A counselor-client relationship
• A doctor-patient relationship
• A psychologist-client relationship
• A healthcare provider relationship
• A fiduciary or advisory relationship of any professional nature

Listeners are not retained, employed, or acting as agents of Callin in a professional advisory capacity. They are facilitators of human connection and emotional support within a clearly defined, non-clinical framework.

No content shared during a Callin session, and no communication from a listener, should be interpreted as professional advice, a diagnosis, a prognosis, a recommendation for treatment, or a substitute for qualified professional care.

Callin sessions may be booked through the Platform or via integrated scheduling tools. By booking a session, you agree to the following:

Booking: Sessions must be booked in advance according to the process specified on the Platform. Availability is subject to listener schedules and may change without notice.

Cancellations: If you need to cancel a booked session, please do so with as much notice as possible. Cancellation policies, including any applicable deadlines for a refund or credit, will be displayed at the time of booking.

Rescheduling: Where rescheduling is available, it must be done within the timeframe indicated on the Platform. Rescheduling is subject to listener availability and is not guaranteed.

No-shows: If you fail to attend a session without cancelling in advance, you may forfeit the session fee. Callin reserves the right to limit or restrict future bookings for repeated no-shows.

Late arrivals: Sessions will begin as scheduled. If you arrive late, the session may still end at its original time. No refunds or credits are provided for time lost due to late arrival.

Technical issues: If a session cannot proceed due to a verified technical failure on the part of Callin, a replacement session or credit may be offered at Callin's discretion.

Access to certain services on the Platform requires payment. By making a purchase or subscribing to any plan, you agree to the following terms:

Pricing: All fees are displayed on the Platform and may be updated from time to time. Prices are stated inclusive or exclusive of applicable taxes as indicated, and you are responsible for any taxes applicable in your jurisdiction.

Payment processing: Payments are processed by third-party payment providers (such as Stripe or similar services). By submitting your payment details, you authorise Callin and its payment processors to charge the applicable fees to your selected payment method.

One-time purchases: For individual session purchases, payment is due at the time of booking. Sessions are confirmed only upon successful payment.

Subscriptions: Where subscription plans are available, your subscription will renew automatically at the end of each billing period unless you cancel it in advance. Details of renewal terms and cancellation procedures will be provided at the time of subscription.

Currency: Fees are charged in the currency displayed at checkout. If your payment method is denominated in a different currency, exchange rates and conversion fees applied by your bank or card provider are outside Callin's control.

Failed payments: If a payment fails, access to paid services may be suspended until the payment issue is resolved. Callin will make reasonable attempts to notify you of failed payments.

Callin aims to offer a fair and transparent refund framework. Refund eligibility is as follows:

Technical failures: If a session cannot be completed due to a verified technical issue attributable to the Callin Platform, you may be eligible for a full refund or a replacement session, at Callin's discretion.

Duplicate charges: If you have been charged more than once for the same session or service due to a processing error, the duplicate charge will be refunded in full upon verification.

Listener unavailability: If Callin is unable to fulfil a booked session due to listener unavailability and cannot offer a suitable replacement within a reasonable timeframe, a refund will be issued for that session.

User no-shows: If you do not attend a session without providing advance notice of cancellation in accordance with our cancellation policy, you are not entitled to a refund.

Change of mind: Refunds are not available for completed sessions or for sessions cancelled outside the permitted cancellation window.

Subscriptions: Subscription fees are non-refundable for any period of service already accessed. If you cancel a subscription, you will retain access until the end of the current billing period, after which no further charges will apply.

Misuse: Callin reserves the right to deny refund requests where there is evidence of misuse, abuse of the refund process, or breach of these Terms.

To request a refund, please contact us at support@callin.com with your booking details. We aim to respond to all refund requests within five working days.

All content, materials, and technology on the Platform are owned by or licensed to Callin and are protected by applicable intellectual property laws. This includes, without limitation:

• The Callin name, logo, brand mark, and visual identity
• Website design, layout, and user interface
• Written content, articles, guides, and educational materials
• Software, code, and platform architecture
• Imagery, graphics, and audiovisual materials

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial purposes in accordance with these Terms.

You must not reproduce, copy, distribute, publish, modify, create derivative works of, or commercially exploit any part of the Platform or its content without the prior written consent of Callin.

Any feedback, suggestions, or ideas you provide to Callin may be used by us freely and without obligation to compensate you.

Your privacy is important to us. Our Privacy Policy explains how we collect, use, store, and protect your personal information. Our Cookie Policy explains how we use cookies and similar technologies on the Platform.

By using the Platform, you acknowledge that you have read and understood our Privacy Policy and Cookie Policy, both of which form part of these Terms.

In summary, Callin collects only the data necessary to provide and improve its services, does not sell your personal data to third parties, and applies appropriate technical and organisational measures to keep your information safe.

You have rights in relation to your personal data, including rights of access, correction, erasure, and portability where applicable under relevant data protection law. Please refer to the Privacy Policy for full details or contact us at privacy@callin.com.

Callin is committed to maintaining a private and respectful environment. We take the confidentiality of your conversations seriously and do not routinely access, monitor, or share session content.

However, confidentiality has important limitations. We may be required or compelled to disclose information in the following circumstances:

• When required by law, court order, or regulatory authority
• Where disclosure is necessary to prevent serious harm to you or others
• Where you have provided consent to share information
• Where disclosure is necessary to investigate a credible report of abuse, exploitation, or illegal activity
• Where disclosure is necessary to protect the safety of listeners, users, or the platform

We will always act with care, proportionality, and respect when navigating these situations.

Callin is committed to maintaining a safe, respectful, and supportive environment for all users and listeners. To protect the integrity of the Platform and the wellbeing of its community, Callin may:

• Monitor platform activity for violations of these Terms or applicable law
• Investigate reports of misconduct, abuse, or safety concerns
• Temporarily restrict or suspend account access while an investigation is ongoing
• Issue warnings or require acknowledgment of policy updates
• Permanently ban users who commit serious or repeated violations
• Cooperate with law enforcement or regulatory bodies where appropriate

Safety interventions may be applied immediately and without prior warning where Callin determines that prompt action is necessary to protect users, listeners, or the platform.

Callin will use reasonable judgment in applying these measures and will aim to act proportionately and fairly in all circumstances.

Callin makes reasonable efforts to ensure the Platform is available and operational. However, we do not guarantee uninterrupted, error-free, or continuously available service.

The Platform may be unavailable or limited due to:

• Scheduled maintenance and updates
• Unplanned technical outages or infrastructure failures
• Events outside our reasonable control (including force majeure events)
• Third-party service disruptions

Callin will endeavour to notify users of planned maintenance in advance where possible. We shall not be liable for any loss or inconvenience resulting from service unavailability, except to the extent required by applicable law.

The Platform may integrate with or link to third-party services, including payment processors, scheduling tools, and communication providers. These third-party services are subject to their own terms and privacy policies, which are independent of Callin.

Callin does not endorse, control, or assume responsibility for the content, practices, or reliability of any third-party service. Your use of third-party services through or in connection with the Platform is entirely at your own risk.

If a third-party service fails, becomes unavailable, or causes a disruption to your experience on Callin, we will make reasonable efforts to assist but accept no liability for the actions or omissions of third parties.

The Platform and all services are provided on an "as is" and "as available" basis. To the fullest extent permitted by applicable law, Callin expressly disclaims all warranties, whether express, implied, or statutory, including:

• Warranties of merchantability, fitness for a particular purpose, or non-infringement
• Any guarantee that services will meet your specific needs or expectations
• Any guarantee of emotional improvement, personal results, or wellbeing outcomes
• Any guarantee that listeners will be available at any particular time
• Any guarantee that conversations will achieve any particular effect

Nothing in these Terms excludes liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

To the maximum extent permitted by applicable law, Callin, its directors, officers, employees, agents, and affiliates shall not be liable for:

• Any indirect, incidental, consequential, or special damages
• Loss of profits, revenue, business, or data
• Loss of anticipated savings or opportunities
• Claims arising from emotional reliance on any session or listener
• Any harm arising from your failure to seek appropriate professional support
• Any damages arising from unauthorised access to or alteration of your transmissions or data

Where liability cannot be excluded, Callin's total aggregate liability to you in connection with these Terms or your use of the Platform shall not exceed the greater of: (a) the total fees paid by you to Callin in the three months preceding the event giving rise to the claim, or (b) one hundred pounds sterling (GBP 100).

These limitations apply regardless of the form of the claim, whether in contract, tort (including negligence), strict liability, or otherwise, and even if Callin has been advised of the possibility of such damages.

You agree to indemnify, defend, and hold harmless Callin and its directors, officers, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of or access to the Platform
• Your breach of these Terms or any applicable law or regulation
• Your violation of the rights of any third party, including listeners or other users
• Any content you submit, transmit, or share through the Platform
• Your misrepresentation of any information provided to Callin

This indemnification obligation shall survive the termination of your account and your use of the Platform.

Your right to terminate: You may close your Callin account at any time by following the account deletion process available on the Platform. Termination does not entitle you to any refund of unused fees unless otherwise stated in these Terms.

Callin's right to terminate: Callin may suspend or terminate your account, or restrict your access to the Platform, at any time and for any reason, including if we reasonably believe that:

• You have breached these Terms
• Your use of the Platform poses a risk to other users, listeners, or the platform
• Continuation of your account would expose Callin to legal or regulatory liability
• You have engaged in fraudulent, abusive, or harmful conduct

Where possible, Callin will provide notice before terminating an account. In cases of serious or immediate concern, termination may be immediate and without prior notice.

Upon termination, your right to access the Platform ceases immediately. Provisions of these Terms that by their nature should survive termination will continue in full effect, including intellectual property rights, limitation of liability, indemnification, and governing law.

Callin is continuously evolving. We reserve the right, at our sole discretion and at any time, to:

• Modify, update, or improve any feature or aspect of the Platform
• Introduce new services, tools, or pricing structures
• Temporarily or permanently discontinue any service or feature
• Change listener availability, session formats, or booking procedures

Where changes materially affect your use of the Platform, we will endeavour to provide reasonable advance notice. Continued use of the Platform after any changes constitutes your acceptance of those changes.

Callin reserves the right to update or revise these Terms at any time. When we make changes, we will update the "Last updated" date at the top of this page.

For significant changes, we will provide notice through the Platform or via the email address associated with your account, where practicable. It remains your responsibility to review these Terms periodically.

Your continued use of the Platform following any update constitutes your acceptance of the revised Terms. If you do not agree with the updated Terms, you must discontinue use of the Platform.

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of [INSERT GOVERNING JURISDICTION].

Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of [INSERT GOVERNING JURISDICTION], unless you are a consumer in a jurisdiction that provides mandatory consumer protections requiring a different forum, in which case those protections shall apply.

If you have any questions, concerns, or feedback regarding these Terms, or if you need to raise any matter related to your account or use of the Platform, please contact us using the details below:

• General enquiries: hello@callin.com
• Privacy and data requests: privacy@callin.com
• Support: support@callin.com
• Registered address: [INSERT REGISTERED ADDRESS]

We aim to respond to all enquiries within five working days.