Terms of Service

Who we are and what Sawa is

Sawa is an online platform that connects adults of the Lebanese diaspora with licensed psychologists based in Lebanon for video sessions. Sawa operates the platform; it is not itself a treating clinician and does not provide psychological care directly. The psychologists you meet through Sawa are licensed and supervised in Lebanon and provide their sessions from there; they are not registered with the French or other EU health authorities (ADELI/RPPS). The relationship of care is between you and your psychologist, not between you and Sawa. Sawa is a platform provider, not a medical practice, and it does not employ the psychologists as staff; each psychologist practises independently under their own professional licence.

Not an emergency service

Sawa is not a crisis or emergency service and cannot respond in real time. If you are in immediate danger, call 112 in France (or 3114 for suicide prevention), or the Embrace Lifeline at 1564 in Lebanon, or your local emergency number. Do not use the platform or its messaging feature in an emergency.

Who can use Sawa

You must be 18 or older to create an account. You agree to provide accurate information and to keep it up to date. Each account is for one person; you may not share your login with anyone else. You are responsible for everything that happens under your account, so keep your credentials safe. If information you provide turns out to be false or misleading, Sawa may suspend or close your account.

Your account

You sign in with your email and password, or with Google. Your account holds your name, email address, preferred language and timezone. You can update these details at any time. You can delete your account whenever you choose, from your account settings or by writing to [CONTACT EMAIL]; deleting it ends your access and removes your data as described in our Privacy Policy.

Matching and the free intro call

A short quiz suggests psychologists who may suit you; these suggestions are not a diagnosis and not medical advice. Before any paid session, you have a free 15-minute intro call by video with the suggested psychologist, so you can both decide whether to continue. You choose freely whether to proceed. If you would like to change psychologist at any point, write to [CONTACT EMAIL].

Sessions and scheduling

Regular sessions last 50 minutes and take place by video call in your Sawa space; a calendar invitation is sent to your email, and times are shown in your own timezone.

You are responsible for having a stable internet connection, a device with a camera and microphone, and a private space for your session; Sawa cannot control the quality of your internet connection or device.

• You can cancel or move a session up to 24 hours before it starts, free of charge.
• Cancelling or moving a session later than 24 hours before it starts counts the session as used.
• A session your psychologist cancels is never charged.
• A session you do not attend counts as used; Sawa does not record sessions, and you agree not to record a session without your psychologist's consent.

Plans, credits and payment

Sawa offers a monthly membership at €190, which gives you four sessions a month as credits and includes messaging with your psychologist, and single sessions at €50 each. Payment is made by card through [PAYMENT PROVIDER]'s hosted checkout pages; your card details never reach Sawa.

A credit is used when you book a session and restored when you cancel it in time. The membership renews automatically each month and can be cancelled at any time, taking effect at the end of the current billing period; credits you have already paid for remain on your account until used. Prices include applicable taxes unless stated otherwise at checkout. Where consumer law gives you a right of withdrawal, it applies as the law provides.

If a payment fails, Sawa may retry it or ask you to update your payment method; access to paid features may be paused until payment succeeds.

Messaging

Messaging with your psychologist is included in the monthly membership. It is not monitored in real time, and reply times vary. Never use messaging for an emergency; see "Not an emergency service" above. Messages are stored securely and are visible only to you, your psychologist, and the Sawa staff described in the Privacy Policy.

Acceptable use

When using Sawa, you agree to the following:

• No harassment or abuse of psychologists or Sawa staff.
• No sharing of your account with anyone else.
• No attempt to access another person's data or to disrupt the service.
• No unlawful content, in messages or anywhere on the platform.
• No use of the service on behalf of someone else without their knowledge.
• No use of the platform to provide unlicensed clinical services to others.

Confidentiality and your health information

Your psychologist is bound by a professional duty of confidentiality, subject to the limits that professional rules impose, such as a serious risk to you or others, or a legal obligation to disclose. How Sawa itself handles your data is described in our Privacy Policy. Sawa staff who support the service may see your information where needed to do so, and every such access is recorded. You are encouraged to be open with your psychologist; what you share is used only to support your care, not for any other purpose.

Availability, changes and ending the relationship

Sawa may change, pause or stop features of the service, and will give reasonable notice of material changes where possible. Sawa may suspend or close an account that breaches these terms. You may stop using Sawa at any time. If Sawa ends the service altogether, any credits you have paid for and not yet used will be refunded. Sawa will make reasonable efforts to give you advance notice before ending the service altogether, so you can complete or transfer your care.

Liability

Sawa provides the platform with reasonable care and skill. Sawa is not liable for the clinical judgement of an independent psychologist beyond what the law requires, since the psychologist, not Sawa, provides your care. Nothing in these terms excludes liability that cannot be excluded by law. Sawa is not responsible for [VIDEO PROVIDER], [PAYMENT PROVIDER] or your internet connection being unavailable. To the extent permitted by law, Sawa's total liability for any claim relating to the service is limited to the amount you paid Sawa in the twelve months before the claim arose.

Changes to these terms

Sawa may update these terms from time to time; the date at the top of this page shows the latest version. When a change is material, you will be asked to read and agree to the new terms again before continuing to use the service.

Governing law and contact

These terms are governed by [GOVERNING LAW]. Disputes are submitted to [COMPETENT COURTS], without prejudice to any mandatory consumer protections that apply where you live. For any question about these terms, contact [CONTACT EMAIL]. Sawa is operated by [SAWA LEGAL ENTITY], [REGISTERED ADDRESS], [COUNTRY OF INCORPORATION]. These terms, together with the Privacy Policy, form the entire agreement between you and Sawa regarding your use of the service.