Terms and Conditions
Last updated: 05/10/2026
We are Unloop Technologies Ltd, a company registered in England and Wales (company number 17152358) with our registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ (Unloop, we, us or our). We are the creators of the Unloop mobile application (the App).
By downloading or using the App, you agree to these terms, which are legally binding. Please read them together with our Privacy Policy, available at https://www.unloop.tech/privacy, before you download and use the App. If you do not agree to these terms, you must not download or use the App.
Important: the App is a self-help tool. It is not a substitute for professional treatment and it is not a crisis service. If you are at immediate risk of harm, contact your local emergency services or go to your nearest emergency department (see clause 5).
In these terms:
references to the ‘App Store’ mean Apple’s App Store, and we refer to Apple’s rules and policies contained in the Apple Media Services Terms and Conditions as the ‘App Store Rules’;
references to ‘Google Play’ mean the app distribution platform operated by Google, and we refer to Google’s terms of service (and other applicable terms) collectively as ‘Google’s Rules’; and
where we say “App Store Rules or Google’s Rules (as applicable)”, the App Store Rules apply to users who obtained the App from the App Store, and Google’s Rules apply to users who obtained the App from Google Play.
About the App
(a) The App is a digital self-help companion designed to help adults learn about obsessive-compulsive disorder (OCD) and practise skills informed by Exposure and Response Prevention (ERP), Acceptance and Commitment Therapy (ACT) and behavioural aspects of Cognitive Behavioural Therapy (CBT).
(b) Depending on your subscription, the App may include:
educational lessons about OCD, ERP and ACT;
exposure planning and practice tools, including in-exposure guidance;
an ERP journal and exposure and progress tracking;
an AI-powered companion (the AI Companion);
audio exercises and guidance;
a personalised programme, content and recommendations based on the information you give us; and
optional practice reminders and notifications.
(c) The App is designed to support learning and self-directed practice. It does not diagnose, treat or cure OCD or any other condition, and it is not a substitute for assessment or treatment by a qualified healthcare professional.
Who can use the App
(a) You must be 18 or over to use the App.
(b) The App is not suitable for everyone. You should speak to a qualified healthcare professional before using the exposure features if you:
are having thoughts of suicide or self-harm; or
have been told by a healthcare professional that ERP is not suitable for you.
(c) If you are receiving treatment from a healthcare professional, follow their advice. If their advice differs from anything in the App, their advice comes first.
Not medical or professional advice
(a) Unloop is not a therapist, doctor, psychologist, psychiatrist or crisis service. The App is provided for educational and self-help purposes only.
(b) The App does not:
(i) diagnose OCD or any other mental-health condition;
(ii) provide personalised medical advice;
(iii) replace assessment or treatment by a qualified healthcare professional;
(iv) determine whether a particular exposure is clinically appropriate for you; or
(v) provide emergency or crisis support.
(c) If you are unsure whether an exercise or exposure is right for you, speak to a suitably qualified professional before trying it.
(d) Our educational content aims to be evidence-informed, but medical and psychological knowledge changes over time. We do not promise that all content will be complete, current or suitable for every individual.
Exposure exercises
(a) ERP involves deliberately facing thoughts, situations, sensations or uncertainty that cause distress, while reducing or resisting compulsions. It can be challenging and may temporarily increase distress or anxiety.
(b) You decide whether, when and how to do any exercise. You can pause or stop an exercise at any time, and you should stop if you feel unsafe.
(c) You must not carry out any exposure that is unlawful, that could put you or anyone else at risk of physical harm, or that goes against advice from your healthcare professional.
(d) Where possible, we recommend working with a qualified professional experienced in treating OCD with ERP.
Crisis and emergencies
(a) The App is not an emergency or crisis service. It is not monitored by people in real time, and we do not review your journal entries, messages or other content to check whether you are at risk.
(b) If you are at immediate risk of harming yourself or someone else, stop using the App and:
(i) contact your local emergency services or go to your nearest emergency department;
(ii) contact your local urgent mental health or crisis helpline; or
(iii) contact a crisis support or suicide prevention service in your country.
(c) The App may direct you to crisis resources. Those resources are provided by third parties, not by us.
(d) Do not rely on the AI Companion, journal, audio exercises or any other feature of the App for emergency help.
The AI Companion
(a) The AI Companion uses artificial intelligence to generate responses intended to reinforce ERP- and ACT-informed skills. You are interacting with an AI system, not a person.
(b) The AI Companion is designed not to give reassurance or certainty, because reassurance-seeking can keep OCD going. Its responses may sometimes feel unsatisfying. This is intentional.
(c) AI-generated responses may be inaccurate, incomplete or unsuitable for your circumstances. They are not medical advice or a diagnosis, and you must not rely on them to:
(i) make medical or treatment decisions;
(ii) decide whether you have a mental-health condition;
(iii) decide whether you are at risk or in an emergency; or
(iv) decide whether an exposure is clinically appropriate for you.
(d) To provide the AI Companion, we share the content you enter, and relevant information from your account such as your assessment answers and journal entries, with third-party AI providers acting on our behalf, who may process it outside the UK. We do not allow those providers to use your content to train their own models. Our Privacy Policy explains this in more detail.
(e) You must not try to manipulate the AI Companion, including by trying to get around its safety features or make it produce harmful, unlawful or misleading content.
These terms and your licence
(a) These terms are an agreement between you and us:
(i) Apple is not a party to this agreement and has no responsibility for the App or its content; and
(ii) Google is not a party to this agreement and has no liability under it.
(b) We license you to download and use the App:
(i) for iOS users, onto any Apple-branded product, and to use it once you have downloaded it, provided you follow all of the rules described in this agreement and the App Store Rules; and
(ii) for Google Play users, to use the App provided you follow all of the rules described in this agreement and also Google’s Rules.
(c) The licence:
(i) is for your personal, non-commercial use only;
(ii) starts when you download the App; and
(iii) covers the content, materials and services accessible from, or bought in, the App, and updates to the App, unless an update comes with separate terms, in which case we will give you the opportunity to review and accept them.
(d) The App can be accessed and used by other accounts associated with you through family sharing or volume purchasing, in accordance with the App Store Rules or Google’s Rules (as applicable).
(e) You must comply with the App Store Rules or Google’s Rules (as applicable) as well as these terms. If there is any conflict between them, the App Store Rules or Google’s Rules take priority.
(f) You do not own the App or any of its content. If you sell or give away a device on which you have downloaded the App, you must first remove the App from it.
(g) You must not:
(i) copy, modify, decompile or reverse engineer the App, except to the extent permitted by law;
(ii) deliberately try to avoid or manipulate any security features in the App; or
(iii) pretend that the App is your own or make it available for others to download or use (including by copying its code to create an independent version).
Your account
(a) You need an account to use most features of the App. You must give accurate information when creating your account, keep your login details confidential, and tell us promptly if you think someone has accessed your account without your permission.
(b) You are responsible for activity on your account, unless it results from circumstances outside your reasonable control.
(c) You can delete your account at any time in the App settings. Deleting your account (or the App) does not cancel a Subscription bought through the App Store or Google Play. You must cancel it separately (see clause 9(e)).
Subscriptions and payment
(a) The App is free to download. Some features are only available with a paid subscription (a Subscription). Before you buy, we will show you the price, billing period and what is included.
(b) Subscriptions are bought through the App Store or Google Play and billed by Apple or Google (as applicable). Their payment terms apply as well as these terms.
(c) Your Subscription will renew automatically for the same period at the then-current price, and you will be charged through your app store account, unless you cancel at least 24 hours before the end of the current period. If the price changes, you will be told in advance and can cancel before the new price applies.
(d) If we offer a free trial, we will tell you how long it lasts before it starts. Unless you cancel at least 24 hours before the trial ends, your Subscription will start and you will be charged automatically.
(e) You can cancel your Subscription at any time in your device’s subscription settings. You will keep access until the end of the period you have paid for.
Cancellation and refunds
(a) Refunds for purchases made through the App Store or Google Play are handled by Apple or Google under their refund policies. We cannot process refunds for those purchases directly.
(b) If the App fails to meet the standards required by law (including that it is of satisfactory quality, fit for purpose and as described), iOS users may notify Apple, and Apple will refund the purchase price (if any) for the App. To the maximum extent permitted by law, Apple has no other warranty obligation in relation to the App.
(c) Nothing in these terms affects your legal rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Support and contact
(a) We are responsible for providing maintenance, support and customer service for the App.
(b) Apple and Google have no obligation to provide any maintenance or support services in relation to the App.
(c) If you need to contact us, including with any questions, complaints or claims about the App, you can use the ‘Contact us’ feature in the App or email us at contact@unloop.com. Our postal address is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.
(d) If we need to contact you, we will do so by email or in-app notification.
Privacy and your health information
(a) Our Privacy Policy, available at https://www.unloop.tech/privacy explains what personal information we collect, how and why we use it, who we share it with, how long we keep it, your rights and how to complain.
(b) The App processes information about your mental health, including OCD symptoms, exposures and related experiences. This is special category data under UK data protection law and receives extra protection. We will ask for your explicit consent before processing this information. You can withdraw your consent at any time, but some features may then stop working.
(c) We may also collect technical data, such as your device specifications and software, to provide updates, support and other services related to the App. We may use this information, in a form that does not identify you, to improve our products and services.
(d) We use reasonable technical and organisational measures to protect your information, but no internet-based service is completely secure. To protect your privacy, keep your device secure and do not share your login details.
(e) Please only enter information you need to use the App, and avoid entering information that identifies other people.
Your content
(a) You may enter information into the App, including journal entries, exposure details, reflections and messages (User Content). You own your User Content.
(b) You give us permission to store, process and display your User Content only to provide and operate the App, and as described in our Privacy Policy. We will not claim ownership of your User Content.
(c) If you send us feedback or suggestions about the App (other than your User Content), we may use them freely without any obligation to you.
Reminders and notifications
(a) If you turn on practice reminders, we will send notifications based on the preferences you choose. Reminders are optional and are meant to encourage practice. They are not medical instructions or measures of your progress or symptoms.
(b) You can turn off reminders in the App settings or your device’s notification settings.
Acceptable use
(a) You must not use the App to:
(i) break the law or encourage unlawful activity;
(ii) harm, harass or threaten another person;
(iii) upload anything that is defamatory, obscene or discriminatory, or that infringes anyone’s intellectual property rights;
(iv) introduce viruses or other harmful code;
(v) try to gain unauthorised access to the App, our systems or anyone else’s account or data;
(vi) interfere with the operation or security of the App, including by using automated systems in a way that could disrupt it; or
(vii) copy or redistribute substantial parts of the App or its content without our permission.
Intellectual property
(a) All intellectual property rights in the App and its content, including its software, design, branding, lessons, audio and other materials (the Content), belong to us or our licensors. We and our licensors reserve all rights not expressly granted to you in these terms.
(b) You must not reproduce, distribute, modify, sell or commercially exploit the Content without our prior written permission, or remove or alter any notices in the App or the Content (including intellectual property notices).
(c) “Unloop” and the associated logos are registered trade marks of Unloop Technologies Ltd. You must not use them without our prior written permission.
(d) If a third party claims that the App or your use of it infringes their intellectual property rights, we, not Apple or Google, will be responsible for investigating, defending, settling and discharging that claim.
Updates and availability
(a) We may update the App from time to time, for example to fix bugs, improve security or add or change features. If we change or remove functionality, the App will still meet the description provided to you when you downloaded it or bought your Subscription.
(b) Updates may download automatically or you may need to install them yourself, depending on your device and settings. If you do not install updates, the App may not work properly and you may be exposed to security risks.
(c) We aim to keep the App available and working reliably, but we do not promise that it will always be available, uninterrupted, error-free or compatible with every device. We may suspend the App or any feature where reasonably necessary, for example for maintenance, security or legal reasons.
External services
(a) The App may link to services and websites that we do not own or operate (external services), including crisis resources. We are not responsible for the content or accuracy of external services. Before using them, please read their terms and privacy policies.
(b) You must not use external services in a way that breaches these terms or their own terms, or that infringes our or anyone else’s intellectual property rights. We may change or remove access to external services at any time.
Changes to these terms
(a) We may change these terms from time to time, for example to reflect changes to the App, to deal with security threats or to reflect changes in the law or regulatory guidance.
(b) We will tell you about material changes in advance by email or in-app notification, and ask you to accept them. If you do not accept the changes, you can stop using the App, delete your account and cancel your Subscription before the changes take effect.
Our responsibility for loss or damage
(a) We are responsible for loss or damage you suffer that is a foreseeable result of our breaching these terms or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if we both knew it might happen when you started using the App. We are not responsible for loss or damage that is not foreseeable.
(b) Nothing in these terms excludes or limits our liability for:
(i) death or personal injury caused by our negligence;
(ii) fraud or fraudulent misrepresentation;
(iii) breach of your rights under the Consumer Rights Act 2015, including your rights in relation to digital content and services; or
(iv) any other liability that cannot be excluded or limited by law.
(c) If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. We will not be liable if the damage was caused by your failure to follow our instructions or to install an update we provided free of charge.
(d) The App is for personal, non-commercial use only. We are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
(e) Subject to clause 20(b), our total liability to you in connection with these terms and the App is limited to the greater of the amount you paid us in the 12 months before the claim arose and £170.
(f) Using the App does not guarantee any particular outcome. We do not promise that it will reduce OCD symptoms or anxiety, stop intrusive thoughts or compulsions, or replace professional treatment.
(g) We, not Apple or Google, are responsible for addressing any claims by you or any third party relating to the App or your use of it, including product liability claims, claims that the App fails to meet any legal or regulatory requirement, and claims under consumer protection, privacy or similar laws.
Failures of networks or hardware
(a) The App relies on things outside our control, such as your internet connection, your device and the App Store or Google Play. We will do what we reasonably can to resolve issues, but we are not responsible if you cannot use all or part of the App because of a poor internet connection, faulty components in your device, a failure of the App Store or Google Play, or anything else we cannot reasonably be expected to control.
Ending these terms
(a) You can end these terms at any time by deleting your account and the App. Remember to cancel any Subscription separately (see clause 9(e)).
(b) We may suspend or end your access to the App where reasonably necessary, including if you seriously or repeatedly breach these terms, use the App unlawfully, abuse the App or the AI Companion, or if we need to do so to protect users or the security of the App or to comply with the law.
(c) We will give you reasonable notice before ending your access, unless your breach is serious or immediate action is needed. ‘Serious’ means that you are causing (or trying to cause) harm to others, interfering with the operation of the App, or doing anything else that we reasonably think presents enough risk to justify ending our agreement with you quickly.
(d) When these terms end:
(i) you must stop using the App and delete it from your devices;
(ii) we may remotely limit your access to the App and delete or suspend your account;
(iii) we will deal with your personal information in line with our Privacy Policy; and
(iv) if we end these terms for a reason other than your breach, we will refund any amount you have paid for the unused part of your Subscription. Otherwise, you are not entitled to a refund except where required by law.
Transferring these terms
(a) We may transfer our rights and obligations under these terms to another business. We will tell you if we do, and make sure that the transfer will not adversely affect your rights under these terms.
(b) You may not transfer your rights under these terms to anyone else without our prior written consent.
General
(a) If any part of these terms is found to be unenforceable, the rest of these terms will continue to apply.
(b) If we delay in enforcing these terms, we can still enforce them later.
(c) No one other than you and us has any right to enforce these terms, except that Apple and Apple’s subsidiaries are third-party beneficiaries of these terms. Once you accept these terms, Apple has the right to enforce them against you as a third-party beneficiary.
Governing law and jurisdiction
(a) The laws of England and Wales apply to this agreement, although, if you are resident elsewhere and acting in a non-professional capacity, you will retain the benefit of any mandatory protections given to you by the laws of the country in which you live.
(b) Any disputes will be subject to the non-exclusive jurisdiction of the English courts. This means that you can choose whether to bring a claim in the courts of England or in the courts of another part of the UK in which you live.