1Introduction and Acceptance of Terms
The Agreement
Welcome to Mentalyze! These Terms of Service (these "Terms") constitute a legally binding agreement between you ("User", "you", or "your") and Sueta FZE LLC, a United Arab Emirates legal entity ("we", "us", or "our"). These Terms govern your access to and use of our website, mobile applications, AI-powered conversational platform, software, and any related content or services provided by us (collectively, the "Services").
Acceptance
By downloading, installing, registering for, or otherwise accessing or using the Services, you expressly acknowledge that you have read, understood, and agree to be bound by these Terms, as well as our Privacy Policy, which is incorporated herein by reference. IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST NOT ACCESS OR USE THE SERVICES.
Eligibility and Age Restriction
The Services are strictly intended for individuals who are at least eighteen (18) years of age. We do not knowingly collect personal information from, nor are the Services directed to, anyone under the age of 18. If we become aware that a minor has provided us with personal information or is using the Services, we will take immediate steps to delete such information and terminate the associated account.
IMPORTANT NOTICE TO EEA AND UK CONSUMERS: If you are a consumer residing in the European Economic Area (EEA) or the United Kingdom, these Terms do not affect your mandatory statutory rights under local consumer protection laws. Any provisions that would contradict your basic rights as a consumer in your country of residence shall be considered non-applicable to you.
Geographic and Technical Limitations
As Sueta FZE LLC is a United Arab Emirates entity, we do not guarantee the ability to facilitate direct communication with emergency services in your specific jurisdiction. Mentalyze is a reactive tool and does not provide emergency dispatch services. In a crisis, you are solely responsible for independently contacting 112 or your local emergency provider.
2Medical Disclaimer and Emergency Protocols
NO MEDICAL ADVICE, DIAGNOSIS, OR TREATMENT. THE SERVICES PROVIDED BY Sueta FZE LLC ARE INTENDED SOLELY FOR GENERAL INFORMATION, EDUCATION, SELF-REFLECTION, AND EMOTIONAL WELL-BEING PURPOSES. Sueta FZE LLC IS NOT A LICENSED HEALTHCARE PROVIDER, MEDICAL PROFESSIONAL, THERAPIST, PSYCHIATRIST, OR COUNSELOR. THE SERVICES, INCLUDING ANY OUTPUTS GENERATED BY OUR ARTIFICIAL INTELLIGENCE, DO NOT CONSTITUTE, AND MUST NOT BE INTERPRETED AS, THE PRACTICE OF MEDICINE, NURSING, OR OTHER PROFESSIONAL HEALTHCARE ADVICE, DIAGNOSIS, OR TREATMENT.
No Provider-Patient Relationship
Your access to and use of the Services does not create a doctor-patient, therapist-client, or any other privileged, clinical, or professional healthcare relationship between you and Sueta FZE LLC. You are solely responsible for all decisions made regarding your physical and mental health. You should never disregard professional medical advice or delay in seeking it because of something you have read or experienced through the Services.
EMERGENCIES AND CRISIS INTERVENTION. THE SERVICES ARE NOT DESIGNED FOR, AND MUST NOT BE USED IN, MEDICAL EMERGENCIES, LIFE-THREATENING SITUATIONS, OR SEVERE MENTAL HEALTH CRISES. If you are experiencing a medical or mental health emergency, if you are considering or planning suicide, if you feel you are a danger to yourself or others, or if you are experiencing a severe emotional crisis, YOU MUST IMMEDIATELY DISCONTINUE USE OF THE SERVICES AND DO ONE OF THE FOLLOWING:
- Call 112 (the pan-European emergency number)
- Contact your local mental health crisis hotline immediately.
- Go to the nearest hospital emergency room.
Not a Mandated Reporter
While Mentalyze is not a medical service, we acknowledge that your interactions may involve special categories of personal data (health-related information). If you are located in the EEA/UK, we process such data exclusively on the basis of your explicit consent, which you provide before using the conversational AI.
Consequences of Withdrawing Consent
The processing of your mental health and emotional data is essential to the core functionality of Mentalyze's AI. If you withdraw your explicit consent for such processing, we will be unable to provide you with the conversational features of the Services. Consequently, withdrawing this consent will result in the deactivation of your account. To ensure your right to data portability, you will be provided with an opportunity to export a copy of your conversation history before it is permanently deleted in accordance with our data retention policy
3AI Services Disclaimer and Limitations
Nature of Artificial Intelligence
The Services are powered by artificial intelligence ("AI") and large language models. This means that the conversational interface uses complex computer algorithms to generate responses ("Outputs") based on the text, messages, or prompts you provide ("Inputs"). While we strive to provide a helpful and supportive experience, AI is a rapidly evolving technology and is inherently unpredictable.
Hallucinations and Inaccuracies
You acknowledge and agree that the AI's Outputs may be inaccurate, incomplete, misleading, or entirely fabricated (a phenomenon commonly known as "hallucinations"). Outputs may also be inappropriate for your specific personal, emotional, or factual situation. You must not rely on the Services for factual assertions, legal advice, financial guidance, or any important decisions without independent verification. You are solely responsible for evaluating the accuracy and appropriateness of any Outputs before relying on or acting upon them. The Services are provided for general support and self-reflection only. Sueta FZE LLC does not guarantee specific accuracy metrics for AI-generated content.
No Professional Verification
You understand that the AI does not have human judgment and cannot understand the complex nuances of your specific life situation. Every response provided by the AI is a prediction based on patterns in data, not a factual or clinical assertion. You are strictly advised to independently verify any information provided by the AI, especially if it relates to your health, safety, or legal rights.
4Acceptable Use Policy and Prohibited Topics
Guided Self-Help Boundaries
The Services are designed to provide everyday emotional support and guided self-reflection through artificial intelligence. They are strictly non-clinical. The Services are not a substitute for professional mental health care, psychiatric treatment, or crisis intervention.
Out-of-Scope Situations
Our AI is not equipped, programmed, or legally permitted to provide clinical assistance or therapeutic interventions for severe mental health crises. For your own physical and mental safety, you acknowledge that the Services are entirely inappropriate for, and should not be relied upon during, the following situations ("Out-of-Scope Situations"):
- Active suicidal ideation, planning, or intent to harm yourself or others.
- Severe self-harm, self-injury, or extreme self-neglect.
- Symptoms of psychosis, hallucinations, delusions, paranoia, or detachment from reality.
- Situations involving active abuse, severe trauma, or an imminent threat of violence.
Monitoring and Safety Protocol
Mentalyze does not provide live human monitoring of your conversations in real-time. To support user safety, the Services employ automated safety filters designed to scan Inputs for indicators of potential crisis situations, such as self-harm or violence. These automated tools are reactive and intended to provide supplemental resources (e.g., helpline information) if a crisis is detected. You acknowledge that these filters may not detect every crisis event and do not constitute professional oversight or a guarantee of emergency intervention. Human review of conversation logs occurs only retrospectively and is strictly limited to verifying the accuracy of safety triggers and improving our automated moderation systems. A temporary dialogue pause triggered by safety filters is a protective intervention designed to provide emergency resources. Such a pause is not considered a "content restriction" or "account suspension" within the meaning of our moderation policies or the DSA, as it does not result from a violation of these Terms, but from a potential medical emergency.
Statement of Reasons
To ensure user safety, we employ a multi-layered moderation approach:
- Automated Filtering: Our systems use automated keyword-based filters to scan Inputs in real-time for indicators of 'Out-of-Scope Situations' (e.g., self-harm or violence). This automated safety filters may pause the dialogue if the system detects indicators of an 'Out-of-Scope Situation.' This feature serves as a supplementary information tool and does not guarantee the detection of all crisis events. You are solely responsible for seeking professional emergency assistance (e.g., 112) independently and should not rely on the application’s automation for life-saving interventions.
- Safety Moderation (Human Review): You acknowledge that Mentalyze does not provide live human monitoring of chats. Human intervention occurs only after a high-risk trigger is detected by our automated systems and is limited to an audit of the system’s response. This 'human-in-the-loop' approach is designed to prevent algorithmic errors and to verify that our safety filters are functioning as intended, not to provide real-time crisis intervention.
Internal Complaint-Handling System
You have the right to appeal any decision regarding account suspension or content restriction through our internal complaint-handling system for a period of at least six months following the decision. We will process appeals in a timely, non-discriminatory, and diligent manner under human supervision. The internal complaint-handling system applies to decisions regarding the removal of illegal content, or the permanent suspension of accounts due to Terms of Service violations. It does not apply to temporary automated safety pauses during crisis situations, which are resolved through the automated reset of the session or manual safety audit.
Our internal complaint-handling system applies to all moderation decisions that significantly affect you, including: (i) decisions to remove or disable access to information; (ii) decisions to suspend or terminate the provision of the Services, in whole or in part; (iii) decisions to suspend or terminate your account; and (iv) decisions to restrict the visibility or reach of your content. This system does not apply to temporary automated safety pauses triggered during a crisis, which are handled as immediate protective interventions.
Out-of-Court Dispute Settlement
EEA users are entitled to select any certified out-of-court dispute settlement body to resolve disputes relating to our moderation decisions.
5Subscriptions, Billing, and Refunds
Free and Paid Services
Sueta FZE LLC may offer access to certain basic features of the Services free of charge ("Free Use"). We also offer premium features, enhanced AI capabilities, and exclusive content through fee-based subscription plans ("Paid Subscriptions"). We reserve the right to change our subscription plans or adjust pricing at any time at our sole discretion.
Auto-Renewal and Cancellation
Paid Subscriptions are billed in advance on a recurring and periodic basis (e.g., monthly or annually). Your Paid Subscription will automatically renew at the end of each billing cycle unless you cancel it prior to the renewal date. Cancellation will take effect at the end of your current billing period, and you will be downgraded to Free Use.
App Store Billing
If you purchase a Paid Subscription through a third-party platform such as the Apple App Store or Google Play Store, your payment is processed by that third party and is subject to their terms of service. To view, modify, or cancel your Paid Subscription, you must do so directly through your account settings with that specific app marketplace (e.g., managing your Apple ID subscriptions).
App Store and Google Play Refunds
All Paid Subscriptions purchased through the Apple App Store or Google Play Store are processed and managed exclusively by the respective platform provider. Refund requests are subject to the policies and terms of Apple Inc. or Google LLC. Sueta FZE LLC does not directly process, approve, or deny refund requests for in-app purchases.
For detailed information on how to request a refund, please refer to the official platform resources:
Apple Support: https://support.apple.com/en-us/118223
Google Play Support: https://support.google.com/googleplay/answer/2479637
Right of Withdrawal Exception for EEA and UK Consumers
If you are a consumer residing in the European Economic Area (EEA) or the United Kingdom, you generally have a statutory right to withdraw from a contract for digital services within 14 days without giving a reason.
Immediate Performance
By purchasing a Paid Subscription and requesting immediate access to our premium digital content, you expressly consent to the immediate start of the performance of the contract. You acknowledge and agree that by giving this express consent and accessing the content, you lose your statutory right of withdrawal.
Third-Party Platform Policy
Notwithstanding the above, if you purchased your subscription via the Apple App Store or Google Play Store, your purchase is subject to the respective platform’s refund and withdrawal policies. Sueta FZE LLC does not control and is not responsible for the approval or denial of refund requests managed by Apple Inc. or Google LLC.
Marketing Communications
We will send you promotional emails or push notifications regarding new features or offers only if you have provided your prior express consent (Opt-in). You may withdraw this consent at any time, free of charge, by clicking the 'Unsubscribe' link in any email or by adjusting the notification settings within the application. Service-related messages (e.g., password resets or safety alerts) are sent as part of our contractual obligation to you and do not require separate consent.
6Intellectual Property, Data, and AI Training
Company Intellectual Property
Sueta FZE LLC exclusively owns all rights, title, and interest in and to the Services, including all software, code, algorithms, artificial intelligence models, text, graphics, designs, trademarks, and logos (collectively, "Company IP"). You are granted a limited, non-exclusive, non-transferable, and revocable license to access and use the Services strictly for your personal, non-commercial use. You may not copy, modify, distribute, sell, reverse engineer, or create derivative works from any part of our Company IP.
User Inputs and Outputs
When you interact with the Services, you may submit text, messages, prompts, or other content. The AI generates responses based on your Inputs. You retain ownership of your Inputs to the extent you have intellectual property rights in them. You are solely responsible for ensuring you have the right to share your Inputs and for any decisions you make based on the Outputs.
User Content License
You grant us a worldwide, non-exclusive license to host and process your Inputs to provide the Services. This license is subject to your rights under the GDPR. Upon a valid request for erasure (the 'Right to be Forgotten'), we will delete or irreversibly anonymize your personal data and conversation history from our production systems. Once your account and data are deleted, our license to use any identifiable content associated with your account shall terminate, except for residual encrypted copies maintained in system backups for up to 30 days as required for technical integrity and security.
AI Training Opt-In
You may choose to contribute your interactions to help improve the Mentalyze AI. Such use of your data for model training is based on your voluntary, separate consent. Choosing not to participate in AI training will not limit your access to the Services or affect the quality of the AI's responses to you.
Strict Prohibition on Third-Party Training
We explicitly DO NOT permit third-party Large Language Model (LLM) providers (e.g., OpenAI, Google) to use your personal Inputs or Outputs to train, retrain, or improve their generalized AI models. Your data is transmitted to such third-party APIs transiently and solely for the purpose of generating immediate conversational responses.
Advertising and Attribution
Where you have given your consent, we share limited device identifiers and non-content engagement events (such as installs, registrations, purchases, and the completion of a chat session, identified only by a sequential number) with our attribution and advertising partners to measure and optimize our marketing. We never share the contents of your conversations, your mood data, or the topics of your conversations for this purpose. You may withdraw this consent at any time. This processing is described in detail in our Privacy Policy.
7App Store and Google Play Store Additional Terms
Third-Party Platforms
If you download the Services (the "Application") from the Apple App Store or Google Play Store, you acknowledge and agree that these Terms are solely between you and Sueta FZE LLC not with Apple Inc. ("Apple") or Google LLC ("Google"). Apple and Google are not responsible for the Application, the content thereof, or any maintenance and support services.
Third-Party Beneficiaries
You agree that Apple and Google, and their respective subsidiaries, are third-party beneficiaries of these Terms. Upon your acceptance of these Terms, Apple and Google will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.
8Illegal Content and Notice-and-Action Mechanism
In accordance with the EU Digital Services Act (DSA), we provide a mechanism for any individual or entity to notify us of specific items of information that they consider to be illegal content.
You may submit a notice by contacting us at report@sueta.co. Your notice must include:
- a sufficiently substantiated explanation of why you allege the information is illegal;
- a clear indication of the electronic location (e.g., URL or chat ID); and
- your name and email address (except for cases involving child sexual abuse offences).
We will process all notices in a timely, diligent, non-arbitrary, and objective manner. If we use automated means for content moderation, we will inform you in our decision.
We may suspend, for a reasonable period and after issuing a prior warning, the processing of notices and complaints submitted by individuals or entities that frequently submit manifestly unfounded notices or complaints.
9Disclaimer of Warranties, Limitation of Liability, and Indemnification
DISCLAIMER OF WARRANTIES. THE SERVICES, INCLUDING ALL AI OUTPUTS, ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMISSIBLE PURSUANT TO APPLICABLE LAW, Sueta FZE LLC DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ACCURACY. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES.
Cap on Liability
To the maximum extent permitted by applicable law, the total cumulative liability of Sueta FZE LLC for all claims arising out of or relating to these Terms or the Services, whether in contract, tort, or otherwise, shall be limited to the total amount of fees paid by you to us for the Services during the twelve (12) months immediately preceding the event giving rise to the liability. This limitation shall not apply to liabilities that cannot be excluded or limited under applicable consumer protection laws, including mandatory statutory guarantees for EEA/UK consumers.
Indemnification
You agree to defend, indemnify, and hold harmless Sueta FZE LLC and its affiliates from and against any and all claims, damages, obligations, losses, liabilities, costs, or debt, and expenses (including but not limited to attorney's fees) arising from:
- your use of and access to the Services;
- your violation of any term of these Terms; or
- your violation of any third-party right, including any privacy or intellectual property right.
10Dispute Resolution
Amicable Settlement
In the event of any dispute, we encourage you to contact us first at sueta.llc@gmail.com to seek an informal and amicable resolution.
Local Jurisdiction
As a consumer, you may bring any judicial proceedings relating to these Terms before the competent court of your place of residence in the EEA or the United Kingdom. Sueta FZE LLC may also bring proceedings against you in the courts of the country where you reside.
Alternative Dispute Resolution (ADR)
You have the right to seek resolution of a dispute through an out-of-court alternative dispute resolution procedure. You can find a list of certified ADR providers in the EU through the official European Commission resources.
DSA Redress (For Moderation Decisions)
Pursuant to the Digital Services Act (DSA), if your account has been restricted or suspended, you have the right to access our internal complaint-handling system for 6 months following the decision. You also have the right to select any certified out-of-court dispute settlement body to resolve such moderation disputes
11Miscellaneous
Governing Law and Jurisdiction
These Terms are governed by the laws of the United Arab Emirates. However, if you are a consumer residing in the EEA or the UK, this choice of law does not deprive you of the protection afforded to you by provisions that cannot be derogated from by agreement by virtue of the law of your country of residence. You may bring any judicial proceedings relating to these Terms before the competent court of your place of habitual residence.
Changes to Terms
We may modify these Terms for valid reasons, such as changes in the law, new regulatory requirements, or security updates. We will provide you with at least 30 days' notice of any significant changes.
Severability and Entire Agreement
If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck, and the remaining provisions shall be enforced. These Terms constitute the entire agreement between you and Sueta FZE LLC regarding the Services.
Contact Information
The Services are provided by Sueta FZE LLC:
- Registered Address: Office No. BLA-BR3-471, 3rd Floor, Ajman Boulevard Commercial, Ajman, UAE
- Email: sueta.llc@gmail.com
Single Point of Contact
For direct communication with Member States' authorities, the European Commission, and the European Board for Digital Services regarding the application of the DSA, our single point of contact is:
- sueta.llc@gmail.com.
- Communications can be handled in English.