TERMS AND CONDITIONS

Disclaimer: Although this service is designed to help you cope with a range of issues you face in life, Inuka is not a professional medical service or mental health provider, if you feel you are in crisis, or you may hurt yourself or others, you should seek professional help. Please visit our in-crisis page to find resources for professional help.

By agreeing to these Terms & Conditions you agree you are 18 years or older and that you are not in crisis, homicidal, suicidal, abusing anyone or posing a threat to yourself or others.

  1. Definitions
    • Inuka: Mental Wellbeing Company or InukaCare B.V., subsidiary of Inuka B.V. located in the Netherlands and having its registered address at Jambo Apartments, P.O Box 14052 -00800, Nairobi 
    • Client: the person using any of the services provided by Inuka, applicable to both coaches.
    • Coach: the person who is trained by Inuka on the InukaMethod, and who subsequently uses the Inuka platform to give coaching to Clients.
    • Service: coaching received by the User offered by a Coach trained in applying the InukaMethod in a structured form on the Inuka platform.
    • Inuka Platform: the application developed by Inuka where Users receive coaching.
    • Client: the person using Inuka to connect to a coach and receive coaching. 
    • SuperCoach: the person directly ensuring quality management on the coach
    • Supervisor Quality Management Officer.
    • InukaMethod: the coaching method Coaches are trained to apply on the Inuka Platform.
  2. General Conditions
  • You agree that by using the Inuka Platform you are at least 18 years of age and you are legally able to enter into a contract.
  • This Agreement sets forth and contains the terms and conditions between you and Inuka. Checking the box on the Terms of Service page indicates that you “have read and agree to the Inuka coaching terms of service” and you are entering into this Agreement. You should, therefore read this Agreement carefully. If you do not agree to be bound by any term of this agreement, do not check the box indicating your agreement to these terms and conditions and do not otherwise continue with the coaching registration process.
  • Inuka may modify this Agreement or any part hereof at any time in its absolute discretion. Therefore, User is encouraged to check the terms of this Agreement frequently. User agrees to be bound by such modified Agreement.
  1. The Inuka services
  • The Inuka Platform enables Users to connect to a Coach and receive anonymous InukaMethod chat coaching from this Coach. Inuka, via the Inuka Platform, provides the payment tools for the User to pay for the services purchased by the User from their Coach.
  • All sessions are paid in advance. The date of the session must not be later than six months after the date of the payment. The User understands that no refunds or further bookings will be made for the paid amount of money if this deadline has passed and the session was not booked.
  • User acknowledges and agrees that Coaches are neither employees nor agents nor representatives of Inuka, and Inuka assumes no responsibility for any act or omission of any such Guide if these acts, omissions or other behaviour deviates from the protocol set by Inuka through the InukaMethod. 
  • The Client acknowledges that Coaches are people without a medical or psychological background or education, who are trained by Inuka to apply the InukaMethod coaching, a structured problem solving coaching methodology. None of the Services provided by Inuka, Inuka Coaches or any other entity related to Inuka include the provision of medical care, therapy or mental health professional services.
  • As further described in this Agreement, the Inuka Platform serves as a “connector” for Users to access online Coaches.
    • Inuka verifies the InukaMethod employment history, training and skills of the Coaches. Inuka offers tools to keep all coaching under the Inuka services consistent according to the InukaMethod.
    • Inuka makes no representation or warranty whatsoever as to (a) the accuracy or availability of the Inuka Platform or the Sites, (b) the availability of the Coaches to give coaching, (c) whether the User shall find a Coach’s services useful or satisfactory, (d) whether the support of the Coach will be helpful, or (e) whether the Coach’s coaching will otherwise be suitable to the User’s needs.
  • Inuka is responsible for the InukaMethod coaching and support of the Coaches that are available through the Inuka Platform. In Kenya, all coaches are trained and certified by AMREF Health Africa, Inuka’s training partner. Inuka reviews the Coach’s employment history. The Inuka SuperCoaches review and evaluate the performance of the Inuka Coaches. Inuka Quality Management Officers, licenced mental health professionals, review the Inuka SuperCoaches and in some cases the Coaches. For this evaluation, use is made of chat transcripts, both online and offline, which are completely anonymised to ensure the privacy of the User and Coach. For further information on data privacy protection, see the Inuka Privacy Policy.
  • User and Coach solely engage in real-time chat coaching during previously booked and paid for sessions on the Inuka Platform.
    • Between sessions the User is free to send messages to the Coach through offline messaging
    • The Coach is under no circumstance obliged to reply. Any response to offline messages is purely voluntary. Offline messages are not an instant message format.
    • The User agrees that offline messaging becomes available after the first live session with a Coach. Offline messaging with the Coach will remain available for fourteen (14) days after completion of the last session with this same Coach.
  • If a User chooses to interact on or through the Inuka Platform with a Coach, the User’s relationship is strictly with the Coach. Inuka is not responsible for any advice or information given by the Coach if it deviates from the InukaMethod. Any reliance on such information is done at the User’s full and sole risk and liability. It is strongly recommended that the User verifies and checks any advice or information given by the Coaches.
  • Any advice or information provided by Inuka Coaches is provided for informational purposes only and cannot be considered a substitute for a face-to-face physical examination of the User by a doctor or other health care professional. Coaches are not licensed professionals. Coaches are life coaches trained in the InukaMethod. They do not participate in any medical or mental health practice; they do not diagnose, provide treatment plans, or intervene.
  • The advice or information provided by Inuka Coaches in fields requiring licenses and/or certification is provided for informational purposes only and cannot be considered a substitute for an in-person meeting.
  • User agrees and understands that any advice, information or other guidance provided by licensed professionals in any industry, should be followed. In any case where the User’s advice, information or other, differs from the licensed professional’s, the Client agrees to disregard the Guide as they are not licensed professionals.
  • The Inuka Platform is not intended for diagnosis or for dispensing information regarding which drugs or treatment may be appropriate for the User. The User should disregard any such advice if delivered through the Platform.
  • User understands and agrees that, although a Coach may have been accessed through the Inuka Platform, Inuka cannot predict or assess the appropriateness of the Coach’s competences for User’s needs. User acknowledges and agrees to take full responsibility for the decision to access a Coach through the Inuka Platform. Inuka is strictly limited to providing access to Inuka Method trained Coaches for User’s consideration. User is always free to connect to a different Coach.
  • The User agrees, confirms and acknowledges that Inuka does not review, recommend, endorse, evaluate or provide any guarantee, representation or warranty, and Inuka specifically disclaims all representation and warranties, with respect to;
    • Any information about background of any Coach the Coach gives during coaching;
    • The coaching services including without limitation any opinion, response, advice, recommendation, information or any other content written or said by a Coach;
    • The content and the substance that are part of the coaching services;
    • Any other content or information posted on the Platform or though the Platform;
    • The validity, accuracy, availability, completeness, safety, legality, security, privacy, quality or applicability of the Platform and the Services;
  • User hereby releases and agrees to hold harmless Inuka and its affiliated companies and the directors, officers, employees, agents, successors, advisors, consultants, Coaches and assigns of any of the foregoing from any and all causes of action and claims of any nature resulting from any act, omission, opinion, response, advice, suggestion, information and/or service of any mental health professional through the Inuka Platform.
  • Coaches may provide Users with links or other content related to web sites, information and/or services offered by third parties. However, Inuka has no control over any such links, content, web sites, products or services or any information provided or transmitted via such links, web sites, products or services, or otherwise provided by any such third party. The User acknowledges and agrees that Inuka is not responsible for the availability of such third-party links, content, web sites, products or services and will not be responsible or liable for any content, advertising, products or other materials contained therein or the business practices or privacy practices related thereto. The User warrants and agrees that Inuka will not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such link, web site, content, product and/or service. Inuka encourages the User at the very least be aware when the User follows the shared links by the Coaches and to review the privacy practices related to third party sites.
  • The Inuka Sites may contain links or other content related to web sites, products and/or services offered by third parties. Inuka has no control over any such links, content, web sites, products or services or any information provided or transmitted via such links, web sites, products or services, or otherwise provided by any such third party. The User acknowledges and agrees that Inuka is not responsible for the availability of such third-party links, content, web sites, products or services and will not be responsible or liable for any content, advertising, products or other materials contained therein or the business practices or privacy practices related thereto. The User warrants and agrees that Inuka will not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such link, web site, content, product and/or service. Inuka encourages the User to, at a minimum, be aware when the User leaves a site and to review the privacy practices related to third party sites.
  1. Additional disclaimers
  • In the event of a dispute regarding any transaction conducted via the Inuka Platform or a site, the User hereby relieves Inuka, its affiliates, their respective officers, directors, shareholders, employees, sub-contractors, Coaches and agents from all manner of actions, claims or demands and from any and all losses (direct, indirect, incidental or consequential), damages, costs or expenses which Users may have against one or more of the above.
  1. Limitation of liability
  • User expressly understands and agrees that Inuka, its affiliates, and any of the foregoing’s officers, directors, shareholders, employees, sub-contractors, Coaches and agents shall not be liable to any User or any third party for any indirect, incidental, consequential, special, punitive or exemplary damages (including, but not limited to, loss of business, revenue, profits, use, data or other economic advantage). User further expressly understands and agrees that:
  • Inuka, its affiliates and the foregoing’s officers, directors, shareholders, employees, sub-contractors, Coaches and agents’ aggregate liability for damages arising with respect to this agreement and any and all use of the sites will not exceed the total amount of money paid by User to Inuka through the applicable site or platform in the six months period prior to the date the claim arose;
  • Inuka disclaims any liability with respect to any claim, suit or action brought by a Coach in connection with payment for services by the User and the User agrees to indemnify, defend and hold Inuka harmless in connection with any such claim. The foregoing limitations and exclusions will apply regardless of whether the cause of action arises in contract, in tort or otherwise and notwithstanding the failure of the essential purpose of any remedy or negligence.
  • In the event that applicable law does not allow the limitation of liability as set forth in article 15, the limitation will be deemed modified solely to the extent necessary to comply with applicable law. This section (limitation of liability) shall survive termination or expiration of this agreement.
  1. User Affirmation, Conduct and Use
  • By submitting the User registration form, you, the User, represent, warrant and agree to the following:
    • You are at least 18 years of age or a legally organized entity, and that you are authorized to submit an Inuka profile registration, and that you are authorized to sign the Inuka profile registration form on behalf of yourself or on behalf of the person that you represent and bind him or her.
    • You are solely and fully liable for all conduct, postings and transmissions that are made under your user name and password.
    • All interactions between you and a Coach will be billed through the Inuka Platform
    • You agree to abide by the pricing terms, which are based on your country location.
    • You agree that payment for use of Inuka services is done in advance of the coaching session. You also acknowledge that reimbursement for a coaching session is only done in case of a no-show of the Coach, and only if you flag the session.
    • You understand and agree that Inuka offers a coaching service that is under no circumstances a replacement for face-to-face therapy from a licenced mental health professional.
    • You agree and commit not to interfere with or disrupt, or attempt to interfere with or disrupt, any of our systems, services, servers, networks or infrastructure, or any of the Online Application’s systems, services, servers, networks or infrastructure, including without limitation obtaining unauthorized access to the aforementioned.
    • You agree and commit not to violate any applicable local, state, national or international law, statute, ordinance, rule, regulation or ethical code in relation to your use of the Inuka Platform, your relationship with the Coach and with Inuka.
  • You agree and commit not to make any use of the Inuka Platform for the posting, sending or delivering of either of the following:
    • unsolicited email and/or advertisement or promotion of goods and services;
    • malicious software or code;
    • unlawful, harassing, privacy invading, abusive, threatening, vulgar, obscene, racist or potentially harmful content;
    • any content that infringes a third party right or intellectual property;
    • any content that may cause damage to a third party;
    • any content which may constitute, cause or encourage a criminal action or violate any applicable law.
    • Any illegal content.
  • It is not allowed for a User to contact the Inuka Coaches outside of the Inuka Platform. If the real identity of a Coach has been revealed to the User in any way, the User is bound from releasing any information regarding the Coach to any other party. Coaches are not expected to reveal their real identity to the User. If the Coach is no longer anonymous to the User, the User is expected to report this to the respective Coach, who will in his turn report this to the SuperCoach. The SuperCoach will decide whether the Coach can continue to provide coaching to the User.
  • When the User creates and opens an account with Inuka, the user will be provided with a username. User is entirely responsible for maintaining the confidentiality of the password and any other security information related to User’s account. The User is encouraged to create a username that in no way relates to the User’s actual name. The User will be fully responsible for all activities that occur under this account, user name and/or password. The User may not use the account, username or password of someone else at any time. The User will immediately notify Inuka of any unauthorized use of User’s password, user name, e-mail, or any other breach of security. Inuka encourages the User to change their password at least once a month. Inuka will not be liable for any loss that incurs as a result of third party usage of the User’s account or password, either with or without the User’s knowledge. Inuka will hold the User liable and responsible for any losses incurred by Inuka due to third party use of the User’s account or password.
  • The User is obliged to refrain from sharing any personal information and/or data with the Coach, both in coach sessions and in offline messages. This personal information and/or data includes but is not limited to: User’s name, address, e-mail address, telephone number or date of birth. If the User does share any personal information and/or data, Inuka can not offer anonymity to the User and any further usage of any of Inuka’s services is at the User’s own privacy risk. See Inuka privacy policy for further information.
  • Before engaging in any of the services offered by Inuka, the User is required to fill in a Wellbeing Scan on their current mental health state. This Wellbeing Scan is not a medical diagnosis tool, nor do the outcomes serve as a medical diagnosis. The User understands and agrees that the User is obliged to fill in this Wellbeing Scan in truth, not withholding any information. Based on the Wellbeing Scan results, the User is given automated advice on their mental health state, from either of three categories:
    • Low indicator for mental health issues: continue on the Inuka Platform
    • Medium indicator for mental health issues: continue on the Inuka Platform
    • High indicator for mental health issues: find a licensed mental health professional for face-to-face therapy; none of the services Inuka provides can replace medical
    • In case of a high indicator for mental health issues, the User is still able to access the Inuka Platform for coaching, but the User is strongly urged to seek medical mental health care parallel to the coaching. The Coach is free at any moment to end the coaching with the User, if the Coach has reason to believe that the Client intents to use the Coach, the Inuka Platform, or any of the Services Inuka offers, as a direct substitute of professional mental health care.
  1. Payment 
  • The User confirms and agrees that all payment related information that User provides and will provide in the future, to or through the Inuka Platform, is accurate, current and correct and will continue to be accurate, current and correct. And by paying for any Service provided by Inuka, you:
    • confirm and agree to use only payment means (mobile money, credit cards or others), which you are dully and fully authorized to use.
    • agree that all current and future interactions (whether online or offline) between you and your Coach will be made, managed and billed through the Inuka Platform
  • Whenever the User uses an external Payment Provider to pay for the coach’s services, the User agrees with the Payment Provider’s terms & conditions. The contracted Payment Provider might differ per region; Inuka only accepts payments through the Payment Provider selected by Inuka for the specific region. For example, but not limited to: Mobile Money, PayPal or a credit card Payment Provider.
  • All payments are made through the Platform except for corporate companies who may purchase it directly via Inuka representative. Users pay for the Services offered by the Coach through the platform, but the User does not pay for the usage of the Platform. Inuka charges the Coach for the use of the Platform by accepting a portion of the Coach’s payment per session. Inuka is not offering the coaching itself. 
  • The User agrees to pay all fees and charges associated with the User’s Account on a timely basis and according to the fees schedule, the terms and the rates as published in the Inuka Platform. Such fees and charges (including any taxes and late fees, as applicable) may be charged on the User’s credit card, via mobile money transfer or by other means. By providing Inuka with the User’s mobile money account or credit card information, the User authorises Inuka to bill and charge the User through that credit card or mobile money account. The User agrees to maintain valid credit card and mobile money information in their Account information.
  • Refunds will normally not be provided, but Inuka reserves the right to refund at our discretion that no money refund will be provided in any case.
  • The User agrees and understands that a no-show means not joining the chat room within ten (10) minutes after scheduled appointment start time or moving away/going offline for longer than ten (10) minutes during the active chat session. The User agrees that only one no-show by the User is allowed during a program package of four (4) sessions. After this first no-show, User can reschedule the session free of charge. No refund is allowed for further no-shows thereafter. Inuka deducts session balance for all other no-shows.
  • When a chat session is cancelled by the Coach or due to a no-show of the Coach during a session, the User has the right to book another session free of charge. Inuka reserves the right to change any policy related to no-show and cancellations at any point of time without giving any prior notice. If, for any reason, an interaction between the User and the Coach is not made through the Inuka Platform, both parties agree that it will be billed through the Inuka Platform and that the standard Inuka Use Fees will be charged and delivered to Inuka even if the Inuka Platform has not been used for this interaction.
  • All involved Users agree and commit to immediately notify Inuka of any case where the User receives a Service from the Coach not through the Inuka Platform, or in any case where the User is billed by a Coach not through the Inuka Platform.
  1. Research
  • Inuka conducts research on our global platform. This research looks at how different services provided by Inuka (chat coaching, online messages) impact wellness test scores and scores on other measures provided.
  • Inuka may share anonymous user data with third parties such as university and other research institutes to perform analyses on the dataset in order to expand the public knowledge on the effectiveness of the Inuka Services. Any third-party analysis of Inuka data purely serves the purpose of improving public health. For example, a Dutch university post-doc research project is measuring the effectiveness of chat coaching compared to face-to-face coaching.
  • Inuka nor the third-party university or research institute will profit financially from above mentioned research, or its publication. Any user data in such publications is completely anonymous and untraceable. Any third-party university research institute is bound by the same level data privacy protection as Inuka, which we will actively validate.
  • All data related to chat coaching is completely anonymised (or anonymous). All research done by third party university researchers is approved by their institutional review board and by Inuka. Third party researchers and their institutions uphold the same level of data privacy protection as Inuka. Access to Inuka data is limited to the minimal data input needed to execute the research that Inuka and the third-party researchers and their institutions agreed to initially.
  • Any third-party research using data provided by Inuka is done for the benefit of public health. The research and its outcomes are key to helping people make real change and progress in their lives.
  1. Discontinuity
  • Inuka reserves the right to modify or discontinue, temporarily or permanently, any service in or on the site or platform, with or without notice to User. User agrees that Inuka shall not be liable to User or to any third party for any modification or discontinuance of any service offered by Inuka, or for any losses or damages that may result to User or any third party from such discontinuation or interruption of service.
  • Inuka’s services depend on various factors such as software, hardware and communications networks of Inuka, its contractors and suppliers. Inuka does not guarantee that Inuka’s service will be uninterrupted or that it will be timely, secure or error-free.
  • Inuka, in its sole discretion and for any reason, may terminate User’s participation in the services and refuse any and all current or future use by User of the site or platform.
  • Inuka may provide notices or other communications to you regarding changes to this Agreement and/or changes to any aspect of the Inuka Platform or Sites, by email to the email address that we have on record, by regular mail or by posting on the Site and/or the Inuka Platform. The date of receipt shall be deemed the date on which such notice is given. Notices sent to Inuka must be delivered via email to: legal@inuka.io.
  1. Disclosure of information to third party
  2. Inuka may disclose the User’s non-anonymous information to third parties, including personal information if Inuka reasonably believes that disclosure:
    1. is necessary in order to comply with a legal process (such as a court order, subpoena, search warrant, etc.) or other legal requirement of any governmental authority;
    2. would potentially mitigate Inuka’s liability in an actual or potential lawsuit, or;
    3. is otherwise necessary or appropriate to protect our rights or property, or the rights or property of any person or entity, including the User.
  3. Disclosure of sensitive information to local authorities, defined under Article 9.1 of the European GDPR law, will only take place in cases where the involved Guide, SuperGuide or Supervisor has reason to believe that the User has engaged in, or has the intent to engage in, criminal activity. Before the local authorities are contacted, a mental health professional is consulted, validating the suspicion. The User is always informed of such disclosure. By entering into this Agreement, the User understands and agrees to the disclosure of sensitive information to the local authorities in the situation mentioned in 10.1 and 10.2.
  4. Governing law
  • Nothing in this Agreement shall be construed as making either party the partner, joint venture, agent, legal representative, employer or employee of the other. Neither party shall have, or hold itself out to any third party as having, any authority to make any statements, representations or commitments of any kind, or to take any action that shall be binding on the other, except as provided for herein or authorized in writing by the party to be bound.
  • For Clients from Kenya, this Agreement shall be interpreted only in accordance with the laws of Kenya (excluding any rules governing choice of laws), and any legal proceeding arising out this Agreement will occur exclusively at the court of Nairobi, location Kenya. This Agreement will be binding and will inure to the benefit of the legal representatives, successors and assigns of the parties hereto.
  • This Agreement (and the policies referenced herein and incorporated by reference) constitutes the entire agreement between Inuka and User with respect to the subject matter hereof, and User has not relied upon any promises or representations by Inuka with respect to the subject matter except as set forth herein.
  • Persons and entities who live in a territory that is prohibited by law, regulation, treaty or administrative act from entering into trade relations with The Netherlands are not permitted to use or access the Inuka Platform or the site.
  1. Important notes about our Agreement
  • This Agreement constitutes the entire agreement between you and Inuka. You confirm that you have not relied upon any promises or representations by Inuka except as set forth in this Agreement.
  • Inuka may change this Agreement by posting modifications on the Inuka Platform or Sites. Unless otherwise specified by Inuka, all modifications shall be effective upon posting. Therefore, you are encouraged to check the Terms of this Agreement frequently. The last update date of this Agreement is posted at the bottom of the Agreement. By using the Inuka Platform after the changes become effective, you agree to be bound by such changes to the Agreement. If you do not agree to the changes, you must terminate access to the Inuka Platform and participation in its Services.
  • Inuka may freely transfer or assign this Agreement or any of its obligations hereunder.
  • The paragraph headings in this Agreement are solely for the sake of convenience and will not be applied in the interpretation of this Agreement.

No amendment to this Agreement will be effective unless made in writing. The paragraph headings herein are solely for the sake of convenience and will not be applied in the interpretation hereof. If any provision of this Agreement is held by a court of competent jurisdiction to be illegal, invalid, unenforceable, or otherwise contrary to law, the remaining provisions of this Agreement will remain in full force and effect.

IF YOU ARE THINKING ABOUT SUICIDE, IF YOU FEEL THAT YOU MAY BE A DANGER TO YOURSELF OR TO OTHERS OR IF YOU OTHERWISE HAVE ANY MEDICAL EMERGENCY, PLEASE IMMEDIATELY CALL 999 OR THE RELEVANT EMERGENCY NUMBER IN YOUR COUNTRY, AND NOTIFY THE POLICE OR EMERGENCY MEDICAL SERVICES.

For any inquiries regarding these Terms & Conditions, please contact us at legal@inuka.io, or send a letter to the following address:

Kenya:

Mental Wellbeing Company, subsidiary of

Inuka B.V. located in the Netherlands.

Jambo Apartments

P.O Box 14052 -00800

Nairobi