The agreement, in plain language

SnugTalk is a subscription service that connects members with trained human listeners for non-clinical conversations by text, voice, or video.

SnugTalk is not therapy, counseling, psychotherapy, or mental health treatment. Listeners do not diagnose conditions, provide clinical advice, prescribe anything, or deliver any form of medical or psychological care. Nothing said in a session should be treated as professional advice of any kind — medical, legal, financial, or otherwise.

If you are experiencing a mental health crisis or a medical emergency, contact your local emergency services or a licensed professional immediately. Our listeners are trained to recognise these situations and will end a session to direct you to appropriate help.

You must be at least 18 years old to hold an account. Accounts are personal and may not be shared, resold, or used on behalf of another person without their knowledge.

Plans are billed monthly or annually in advance and renew automatically until cancelled. Your session allowance resets on your billing date.

Unused sessions on the Starter and Professional plans roll over for one billing period. Unlimited plans are subject to a fair-use limit of two sessions per day.

• Cancel at any time from your subscription settings — access continues until the end of the paid period
• Upgrades take effect immediately and are prorated; downgrades take effect at the next billing date
• We do not offer partial refunds for unused time on a cancelled subscription
• If a session falls short, tell us within 48 hours and we will credit it back to your allowance

Voice and Google Meet sessions are arranged by request rather than self-serve booking. Submitting a request does not reserve a time: nothing is confirmed, and nothing is counted against your allowance, until we email you a confirmed slot. We aim to respond within four hours and will always respond, including when we cannot offer any of the times you gave us.

Once a session is confirmed you may reschedule or cancel free of charge up to four hours before it starts. Sessions cancelled inside that window, or missed without notice, count against your monthly allowance.

If we cancel or fail to attend, the session is credited back to you automatically and we will arrange a replacement.

Chat is answered by whoever on the team is on shift, and is not a real-time or guaranteed-response channel. We usually reply within minutes during our hours and by the next morning outside them, but chat must never be relied on for anything urgent.

Chat is not monitored for emergencies. If you are at risk of harm, contact your local emergency services rather than waiting for a reply here.

Listeners are people doing skilled work. Abuse, harassment, discriminatory language, sexual solicitation, or attempts to move a conversation off-platform will end a session immediately and may end your account without refund.

You may not record sessions. You may not use the service to obtain services we do not provide, including clinical care, legal representation, or financial advice.

Every listener is a member of the SnugTalk in-house team. We do not operate a marketplace, we do not engage freelance or contract listeners, and we are not recruiting — the people named on our team page are the only people who will ever reply to you.

They are trained and supervised, but they are not licensed clinicians acting in a clinical capacity through this service, and nothing they say is clinical advice.

To the fullest extent permitted by law, SnugTalk's total liability arising from your use of the service is limited to the amount you paid us in the twelve months preceding the claim.

We do not accept liability for decisions you make following a conversation. The service exists to help you think; the choices remain entirely yours.

If we make a material change we will email you at least 30 days before it takes effect. Continuing to use the service after that date means you accept the revised terms; if you don't, cancel and we'll part on good terms.

Questions about these terms go to legal@snugtalk.com.