Privacy Policy

Last Updated: March 2025

Mindme ("we," "us," or "our") is dedicated to safeguarding your privacy and ensuring that your personal information is handled securely and responsibly. This Privacy Policy outlines how we collect, use, disclose, and protect your information when you use our mobile application, website, and related services (collectively, the "Services").

Please read this policy carefully. By using our Services, you agree to the terms of this Privacy Policy.

1. What information do we collect?

We collect the following types of information:

Personal information you disclose to us

a. Personal information

  • Identity data: Name.
  • Contact data: Email address and phone number.
  • Demographic data: Language and location preferences.

b. Sensitive Information

When provided by you voluntarily through conversations with our chatbot, or as otherwise permitted by applicable law, we may use the following categories of sensitive information:

  • Wellbeing data, including without limitation mental health data;
  • Any other information you choose to share on the Platform.

c. Application data 

If you use our application(s), we also may collect the following information if you choose to provide us with access or permission:

  • Mobile Device Access and Data Collection. When you use our application(s), we may request access to certain features of your mobile device, such as the microphone, calendar, and reminders. You can modify or revoke these permissions at any time through your device’s settings.
  • Mobile Device Data. We also automatically collect device information, including your device ID, model, operating system, version, and system configuration. Additionally, we gather network-related data, such as your IP address and mobile network information, to improve app functionality.
  • Push Notifications. We may send push notifications related to your account or app features. You can disable push notifications in your device’s settings if you prefer not to receive them. This data is collected for security, troubleshooting, and internal analytics purposes to improve the app's performance.
3. How do we process your information?

We use your information to provide, improve, and administer our Services, communicate with you, for security and fraud prevention, and to comply with law. We may also process your information for other purposes as permitted under this Privacy Policy.

We use your data to:

  • To facilitate account creation and authentication and otherwise manage user accounts. We may process your information so you can create and log in to your account, as well as keep your account in working order.
  • To deliver and facilitate delivery of services to the user. We may process your information to provide you with the requested service.
  • To respond to user inquiries/offer support to users. We may process your information to respond to your inquiries and solve any potential issues you might have with the requested service.
  • To request feedback. We may process your information when necessary to request feedback and to contact you about your use of our Services
  • To identify usage trends. We may use information about how you use our Services, including information contained in transcripts of your conversations with our chatbot, to better understand how they are being used so we can improve them.
  • To comply with applicable laws. We use your information where necessary to comply with applicable laws.
4. When and With Whom Do We Share Your Personal Information?

In short: We may share information in specific situations described in this section and/or with the following categories of third parties.

  1. Vendors, Consultants, and Other Third-Party Service Providers

We may share your data with third-party vendors, service providers, contractors, or agents ("third parties") who perform services for us or on our behalf and require access to such information to do that work.

The categories of third parties we may share personal information with are as follows:

  • AI Platforms (e.g. OpenAI)
  • Cloud Computing Services (e.g. Amazon Web Services)
  • Data Storage Service Providers (e.g. Amazon Web Services)
  • User Account Registration & Authentication Services (e.g. Google Firebase)
  • Research organizations that help Mindme evaluate Service outcomes and publish research (e.g Harriot Watt University)
  • Other subcontractors providing services to Mindme (e.g. Academic consultants)
  • Regulatory authorities having jurisdiction over Mindme 
  1. Privacy Policy for Clinical Referrals to Licensed Mental Health Professionals

When a clinical referral is triggered, we prioritize your privacy and confidentiality. Here is how your information will be handled:

  • Clear Permission: We will only share your personal information with a licensed therapist if you provide explicit consent. This includes your name and email, which are required to schedule a session with the therapist.
  • Booking a Session: Once you agree to a referral, you will be prompted to book a session with the assigned therapist. You will need to provide your name and email address to facilitate the booking.
  • Therapist Contact: After booking, the assigned therapist will reach out to you at the scheduled time for the session. Your email will be used for communication purposes related to the session.
  • Data Sharing: Your personal information, including your name and email address, will be shared with the therapist to ensure a smooth and timely session. This information will be used solely for the purpose of providing mental health support and will not be shared with third parties outside of the therapist’s network.

By proceeding with the referral, you consent to the sharing of your information as described above. If you have any concerns about your data or wish to request more information, please contact us at support@mindme.ae

5. Do We Offer Artificial Intelligence-Based Products?

In Short: We offer products, features, or tools powered by artificial intelligence, machine learning, or similar technologies.

AI Products and Use of Your Data

We offer AI-powered features and tools within our Services to enhance your experience. These tools are powered by third-party service providers, such as OpenAI, Amazon Web Services and Whisper "AI Service Providers"). By using our AI Products, you agree to the collection, use, and sharing of your data as described in this Privacy Notice.

Use of AI Technologies

Our AI Products include voice- and text-based chatbots powered by third-party AI Service Providers. To enable these products, your input, output, and personal information may be shared with these providers for processing. You must adhere to the terms and policies of the AI Service Providers, which we encourage you to review before using our services.

How We Use Your Data for AI

  • AI Training: We may collect and use personal information you provide (e.g., conversation data, preferences, feedback) to improve our AI models, making them more accurate and responsive.
  • Data Anonymization: We take steps to anonymize and aggregate your personal data before using it for training, minimizing risks to your privacy.
  • Consent: By using our services, you consent to the use of your data for AI training and improvement. You can opt out or request deletion of your data by contacting us at support@mindme.ae 
  • Safety Monitoring: Conversations are logged for personalization and safety purposes. We do not use AI to diagnose or treat clinical conditions. For clinical support, we offer human therapist referrals based on your needs.

Data Security

We implement industry-standard security measures to protect your personal data. However, please note that no data transmission method is completely secure, and we cannot guarantee absolute security.

Third-Party Sharing

We do not sell or share your personal data for AI training. Any data shared with third parties is done in compliance with privacy laws and regulations and only with trusted providers who help us enhance our services.

6. How Do We Keep Your Information Safe?

Data Encryption and Security

In Short: We prioritize your data security by employing industry-standard encryption and strict access controls.

All data is encrypted at rest using AWS-managed encryption. Communication between the app and our servers is secured via HTTPS and WSS protocols to ensure privacy. User chat data is stored in a separate, isolated database for enhanced security.

Access to our infrastructure is strictly controlled and audited using AWS IAM. During normal operations, no team member has access to user data or chat content. In rare cases, such as critical support needs, access is granted under strict controls, logging, and internal policies to safeguard your privacy.

7. What Are Your Privacy Rights?

In Short: You may review, change, or terminate your account at any time, depending on your state of residence.

Withdrawing your consent:

If we are processing your personal information based on your consent, you have the right to withdraw it at any time. To do so, simply contact support@mindme.ae 

Opting out of marketing and promotional communications:

You can unsubscribe from our marketing and promotional emails and messages at any time by replying "UNSUBSCRIBE" to the email or by contacting us at support@mindme.ae - Once unsubscribed, you will be removed from our marketing lists. However, we may still send you essential service-related communications, such as messages related to your account administration, responses to service requests, or other non-marketing purposes

Account Information

You can review, update, or change your account information anytime by logging into your account settings. If you wish to terminate your account, we will deactivate or delete your account and personal information from our active databases, following the retention periods outlined below.

However, certain information may be retained in our records to prevent fraud, troubleshoot issues, assist with investigations, enforce legal terms, or comply with legal obligations. Additionally, we may de-identify your personal information and retain it indefinitely in its anonymized form.

8. How Long Do We Keep Your Information?

In Short: We retain your information only as long as necessary to fulfill the purposes outlined in this Privacy Notice, unless otherwise required by law.

We will keep your personal information for as long as needed to fulfill the purposes described in this Privacy Notice, unless a longer retention period is mandated by law (e.g., for tax, accounting, or other legal requirements). Typically, we do not expect to retain your information for more than 45 days after the termination of your account.

  • Chat Transcripts: 12 months (unless deleted by the user)
  • Account Data: Until account deletion

Once we no longer have a legitimate business need to process your personal information, we will either delete or anonymize it.

9. Children’s Privacy

Mindme is not intended for users under the age of 18. We do not knowingly collect data from children. If you believe a child has provided personal data, please contact us immediately.

10. International Users

Our Services are hosted in [Region, e.g., UAE or AWS region]. If you are accessing the Services from outside this region, your data may be transferred, stored, and processed across borders. We ensure that such transfers comply with applicable data protection laws.

11. Changes to This Policy

We may update this Privacy Policy from time to time. All changes will be posted within the app and on our website, with a revised "Last Updated" date. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about this Privacy Policy or your data, contact us:

Mindme
Email: support@mindme.ae
Website: www.mindme.ae
Mind Me Limited
Al Khatem Tower, WeWork Hub71,
Abu Dhabi Global Market Square,
AbuDhabi, United Arab Emirates