Mynurva Messenger Terms and Conditions - Mynurva

Mynurva Messenger Service Terms and Conditions

Mynurva works to provide affordable, accessible mental healthcare via messenger. All of our services are online and can be accessed with nothing more than an Internet connection.

Please read these terms and conditions carefully. This relates to the Messenger Service run by Mynurva. You will be asked to agree to these terms before completing payment and contacting a member of our team. By agreeing to this, you are agreeing in particular to our privacy policy, our cancellation policy, and the limitations on the service’s liability.. By engaging with our service, it is assumed that you have accepted the terms, including any amendments made if you continue usage.

Emergency Notice

Mynurva and all affiliates do not operate as an emergency or crisis service. If you have immediate concerns about your safety, or are experiencing a medical emergency including a mental health crisis, or are having suicidal thoughts, please call 999 or local emergency service (112 if based in Europe), attend your closest A&E, or contact your GP immediately. The Samaritans are also available on 116 123 in the UK. Other mental health crisis services can be found online.

About us and our service

We provide wellbeing advice and support via a Messenger service to subscription holders (clients). Clients can contact us via WhatsApp at any time, with a question about mental health – either for themselves or for a loved one. Our wellbeing professionals will respond daily, 5 days a week. Each member of our team will introduce themselves at the start of a response. We cannot guarantee that you will be able to speak to the same member of our team continuously.

Our services are intended to inform and support. It shouldn’t be a substitute for talking therapies, and our team may suggest that you speak with a therapist. This is a service that Mynurva provides, and you can find further details for accessing our therapy service on our website

You must be over 18 and based in the UK to use the Mynurva Messenger service.

Your information
What information do we need from you?

Information required at registration

  • Name
  • Confirmation that you are over 18

How will we use your data?

Your personal data will not be shared with third parties at any time.

All therapists will be able to access your conversation history to support them in answering your questions. All data will be encrypted.

Anonymized and aggregate data will be used for marketing, research and development purposes.

Mynurva complies with data protection laws including the data protections articles (2018) and GDPR. Under these, you are entitled to:

  1. The right to be informed
  2. The right of access
  3. The right to rectification
  4. The right to erasure
  5. The right to restrict processing
  6. The right to data portability
  7. The right to object

Crisis and Emergency Care

Our Messenger service is not designed to be a crisis or emergency support line, and immediate response cannot be guaranteed. If you feel that you require emergency support, you should contact the emergency services. The Samaritans can also be reached of 116 123.

If our team considers you to be at risk or requiring support for safeguarding, we will encourage you to speak to your GP, or signpost you to specific support services available nationally. Due to the limited information provided, we are unable to contact your GP.


To improve our services, we occasionally work with partner organisations to evaluate our processes and analyse our data. The data will always be anonymized; no identifiable data will ever be shared for research purposes without your consent.

Technical requirements

Our Messenger operates through Whatsapp. To access this, you must have sufficient data or access to a WIFI connection. Payments are taken via Stripe online.

Occasionally, we will run updates to our service, and this may cause some delays to our service. If this is anticipated to be 24hrs or more, we will inform you of the delay when you contact us. No downloads or updates will be required on your device.

We are not responsible for non-delivery of services due to insufficient client internet connection or use of an inappropriate device.

Communicating with us

We do not tolerate offensive language, behavior, or abuse directed at any of therapists, Mynurva staff, or partners. We withhold the right to stop treatment with no recourse to refund in case of abusive language or behavior.

Cancellations and refunds

You may cancel your subscription at any time. No refunds will be given for partial use of a month.

Regulation of our service

Mynurva holds Professional Indemnity Insurance, as well as Employers Liability Insurance.

All therapists are required to engage in ongoing professional development and supervision. Supervision is provided internally to manage risk and standardize care. Our Clinical Lead has overall responsibility for a high standard of care and can be approached with concerns. 

Therapists may approach a mental health condition in different ways and with different techniques. Provided that the course of treatment is in line with standard treatments, this difference does not indicate a differing quality of care between therapists.

Limitations and restrictions of service

You should not stop or change your medicines based on engagement with our service. Our team cannot and will not prescribe medication or make recommendations for your medication. Any decisions affecting your health should be made in consultation with your GP.

Exclusion criteria

Mynurva is not able to treat you if any of the following apply:

  •  You are under the age of 18 years
  •  You are actively thinking about harming yourself or have tried to commit suicide in the past 3 months
  • You are under the care of hospital psychiatry services or have dementia
  • You have been diagnosed with a severe and enduring, unstable mental illness
  • You have been diagnosed with severe or complex personality disorder
  • You want support for managing an eating disorder or body dysmorphia
  • You want advice about managing your mental health medication
  • You have been diagnosed with an autistic spectrum disorder or learning disability which has a significant impact on day-to-day life.

By engaging with the Mynurva service and agreeing to terms of use, you are confirming that you do not fit into the exclusion criteria laid out above.

Occasionally, it might be beneficial and necessary to sign post you to another healthcare professional either in your local area, or to a different area of therapy which Mynurva cannot provide. In these instances we will provide information for you to self-refer. Mynurva cannot complete a formal referral on your behalf, and cannot accept responsibility if you chose not to act upon our recommendation.

Therapist Limitations

We do not guarantee the availability of any therapist at any specific time.