User Terms and Conditions

1. Introduction

These terms and conditions ("Terms") govern your use of the Wobble platform at getwobble.co.uk, operated by Get Wobbled Ltd, a company registered in England and Wales (company number 11737525), trading as Wobble ("we", "us", or "our").

By creating an account and using our service, you agree to be bound by these Terms. If you do not agree, you must not use the platform.

2. About the Service

Wobble provides on-demand, personalised mental health support for people who are struggling but not in crisis. Users submit what they are dealing with via text or voice, and receive a personalised video response from a qualified therapist or counsellor containing practical guidance and clear next steps.

Responses are short, actionable micro-video-interventions, typically five to ten minutes in length, designed to give you immediate, practical support.

3. Important Limitations of the Service

Wobble is not a crisis service. It is not an emergency service. It is not a substitute for ongoing therapy, psychiatric care, or medical treatment.

The service is designed for people experiencing everyday mental health challenges who want fast, practical support. It does not provide crisis intervention, and a short, asynchronous video response cannot respond at the speed or depth that a crisis requires. The service must not be relied upon by anyone who is:

• In immediate danger or at risk of harm to themselves or others
• Experiencing a mental health crisis or psychiatric emergency
• Seeking a clinical diagnosis
• Requiring ongoing therapeutic treatment or medication management

If you are in crisis or immediate danger, please contact your local emergency services (999), the Samaritans (116 123), or your nearest A&E department. Do not wait for a Wobble response.

If a submission suggests you may be at risk, we will not simply ignore it. Depending on the version of the service you are using and the nature of the content, your submission may be blocked from the standard queue with a full refund and crisis signposting, or you may still receive a personalised response from a qualified therapist that supports you with what you have shared, with clear signposting to crisis support services included. How risk content is handled is governed by our documented red-flag and onward-referral protocol, and is explained in section 8. In every case, you will be given the relevant crisis support resources and honest information about the limits of what a short, asynchronous video service can do. We will never withhold all support simply because we cannot give you all of the support you need, but nothing we send should ever be relied upon as crisis intervention.

Therapist responses do not constitute a diagnosis, a treatment plan, or a therapeutic relationship. Each response is a standalone piece of personalised guidance based on the information you provide.

4. Eligibility

To use Wobble, you must:

• Be at least 18 years of age
• Be based in the United Kingdom
• Not be in immediate crisis or danger

By creating an account, you confirm that you meet these requirements.

5. Your Account

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to:

• Provide accurate and truthful information when registering
• Keep your account details up to date
• Not share your account with others or use another person's account
• Notify us immediately if you suspect unauthorised access to your account

We reserve the right to suspend or terminate accounts that violate these Terms or are used fraudulently.

6. How the Service Works

The Wobble process is:

1. Submit: You complete a short set of screening questions, then describe what you are dealing with via text or voice recording
2. Pay: You select a speed tier (which determines how quickly your response will be prepared) and complete payment, or use a subscription credit or free session if available
3. Receive: A qualified therapist reviews your submission and records a personalised video response with practical guidance and clear next steps

7. Submissions

When you make a submission, you agree that:

• The information you provide is honest and accurate to the best of your knowledge
• Your submission will be reviewed by a qualified therapist who will have access to your submission content and relevant onboarding information
• Your voice recording (if applicable) will be transcribed using AI transcription technology
• Your submission content (including your onboarding and screening answers, and any transcript) may be summarised using AI technology to create a structured brief that helps your therapist understand your situation. Your response is always prepared and recorded by a human therapist; AI is never used to generate the response itself
• Your submission may be subject to automated safety screening, and submissions containing crisis-level content may be blocked from the standard service with appropriate safety signposting provided instead, or handled as described in section 8

8. Safety Screening and Content Moderation

We operate two layers of safety review. First, an automated safety screening process runs on all submissions and is designed to identify content that suggests you may be in crisis or immediate danger. Second, every therapist who reviews a submission applies our documented red-flag and onward-referral protocol, so risk content can be identified at either stage.

In the standard service, if your submission is flagged by our automated safety screening:

• It may be blocked from entering the standard queue
• You will be shown appropriate safety information and crisis helpline details
• If payment has already been taken, it will be refunded in full, or your credit or free submission restored

If a therapist identifies risk content after your submission has been assigned to them, you will receive a brief, supportive response with crisis support resources instead of a standard response. This does not consume your payment or credit: your payment will be refunded, or your credit or free submission restored.

In some versions of the service, or in some instances, a submission containing risk content is deliberately not blocked. Instead, it is passed to a qualified therapist so that you still receive a personalised, human response that supports you with what you have shared, with clear signposting to crisis support services included. Which approach applies is governed by our red-flag and onward-referral protocol.

In all cases, wherever risk content is identified, any response you receive will always include the relevant crisis support resources and honest information about the limits of a short, asynchronous video service. These may appear at the start of the response, at the end, or both. The platform will also display crisis resources to you automatically.

Safeguarding disclosure: where we reasonably believe there is an imminent risk of serious harm to your life or to the life or safety of another person, we may contact emergency services and share the minimum information necessary to help keep you or others safe. See our Privacy and Cookies Policy for how this is handled.

None of this makes Wobble a crisis service. We do not provide crisis intervention, and no Wobble response should be relied upon in an emergency. If you are in immediate danger, contact 999.

9. Therapist Responses

Every therapist response will include:

• What the therapist has understood from your submission
• Practical guidance relevant to your situation
• One or two clear next steps you can implement
• Signposting or escalation guidance where the therapist considers it appropriate

Responses are delivered as video recordings, which you can access through your account. Responses are available to view for a limited period (currently 30 days), after which your access to the response ends. A secure backend copy of your submission and response is retained for a longer period for legal and regulatory purposes, as set out in our Privacy and Cookies Policy.

All therapists on the Wobble platform are independent qualified professionals engaged by Wobble. Every therapist has been verified and approved by our team. However, responses represent the individual therapist's professional guidance and do not constitute a diagnosis or treatment plan.

10. Consent

Before your submission can be processed, you must acknowledge and consent to the following:

• Service limitations: You understand that Wobble is not a crisis service and is not a substitute for emergency care or ongoing therapy
• Therapist review: You consent to a qualified therapist reviewing your submission content in order to prepare your response
• Video response delivery: You consent to receiving a video response from a therapist, which will be accessible through your account
• AI-assisted preparation: You consent to AI technology being used to transcribe voice recordings and to produce a structured summary of your submission, solely to assist the qualified therapist preparing your response
• Data processing: You consent to the processing of your personal data, including any health-related information you share, in accordance with our Privacy and Cookies Policy

11. Pricing and Payment

Wobble offers two payment models:

• Pay per submission: You pay a one-off fee for each submission, with pricing varying by response speed (a standard response, or a faster 2-hour response for an additional charge)
• Subscription: You pay a recurring monthly or annual fee that includes a set number of submissions per period

All prices are displayed in pounds sterling (GBP) and include VAT where applicable. Prices may change from time to time, but any change will not affect submissions already paid for or active subscription periods.

Payments are processed securely by Stripe. We do not store your full payment card details.

New users may be eligible for a discounted price on their first paid submission. Free submissions may also be available through gift links, referral rewards, or partner offers. Eligibility is determined at the time of submission and each offer is limited to one per user account.

12. Speed Tiers and Response Times

We offer different speed tiers that set a target timeframe for your response to be prepared. These are targets, not guarantees. While we aim to meet all stated timeframes, occasional delays may occur due to therapist availability or other operational factors.

Response time targets apply during therapist working hours only: Monday to Friday, 9am to 5pm UK time. If you submit outside working hours (including evenings, weekends, and UK bank holidays), your response is targeted to arrive by 5pm the next working day, or by 11am the next working day if you have added the 2-hour speed upgrade. The SLA clock pauses outside working hours.

If we are unable to deliver your response within a reasonable time beyond the stated target, you may be eligible for a refund (see section 13 below).

13. Refunds

Some refunds are automatic. If we fail to deliver your response (for example, a therapist does not deliver within a reasonable time beyond the stated target, or your submission is blocked by safety screening after payment has been taken), you are entitled to a full refund of what you paid or, where you used a subscription credit or free submission, the restoration of that credit. You do not need to request these refunds: they are applied automatically.

You may also be eligible for a refund in the following circumstances:

• A significant service failure occurred that prevented you from receiving the service you paid for
• A duplicate payment was taken in error

These refund requests are assessed on a case-by-case basis. To request a refund, please contact us at support@getwobble.co.uk.

We do not offer refunds simply because you did not find a response helpful or because you disagree with the guidance provided. However, if you have concerns about the quality or appropriateness of a response, please report this through the platform and we will review it.

14. Your Cooling-Off and Cancellation Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel a purchase made online within 14 days without giving a reason. Because Wobble is a personalised digital service that begins quickly after you buy, the following applies:

• Pay-per-submission purchases: When you pay for a submission, you expressly request that we begin providing the service immediately, without waiting for the 14-day cancellation period to end. Cancellation takes effect when we receive it. If we receive your cancellation before a therapist has accepted your submission, you will receive a full refund. Once a therapist has accepted your submission, work on your response has begun: we will complete and deliver your response, and you acknowledge that once it has been delivered, the right to cancel that purchase is lost
• Subscriptions: When you subscribe, you expressly request that your subscription begins immediately. You may cancel within 14 days of subscribing and receive a refund of your first payment, less a deduction for any responses already delivered to you during that period. You acknowledge that you lose the right to cancel in respect of any response already delivered within the period

To cancel, contact us at support@getwobble.co.uk. These rights are in addition to, and do not limit, the refund entitlements in section 13 or your other legal rights as a consumer.

15. Subscriptions

If you subscribe to a Wobble plan:

• Your subscription will renew automatically at the end of each billing period unless you cancel before the renewal date
• Cancellation takes effect at the end of the current billing period. You will retain access to your remaining credits until the period ends
• Unused credits do not roll over to the next billing period
• We may change subscription pricing with reasonable notice. Any price change will apply from the start of your next billing period, not the current one

16. Acceptable Use

You agree not to use the platform to:

• Submit content that is abusive, threatening, defamatory, or illegal
• Impersonate another person or provide false information
• Attempt to access other users' data or submissions
• Interfere with the platform's operation, security, or infrastructure
• Use automated tools, bots, or scripts to access the service
• Redistribute, publish, or share therapist responses publicly without our prior written consent

We reserve the right to suspend or terminate your account if you breach these acceptable use rules.

17. Intellectual Property

All content, branding, design, and materials on this platform are the property of Get Wobbled Ltd unless otherwise stated.

Therapist responses are provided for your personal use only. You must not redistribute, publish, broadcast, or share therapist video responses or written guidance publicly without our prior written consent.

You retain ownership of the content you submit (text and voice recordings), but you grant us a licence to process, store, and share this content with your assigned therapist and authorised platform personnel for the purpose of delivering the service.

18. Reporting Concerns

If you have any concerns about a therapist response, including feeling that it was unsafe, inappropriate, unclear, or not relevant to your situation, you can report this through the platform or by contacting us at support@getwobble.co.uk.

We take all reported concerns seriously and will review them promptly. Depending on the nature of the concern, we may:

• Review the response with our quality assurance team
• Offer a replacement response from a different therapist
• Issue a refund
• Take action regarding the therapist involved

19. Limitation of Liability

To the fullest extent permitted by law:

• We do not accept liability for any indirect, incidental, or consequential loss or damage arising from your use of the service
• Our total liability in respect of any claim related to the service shall not exceed the amount you paid for the specific submission or billing period in question
• We do not guarantee any specific outcome from using the service. Therapist guidance is professional advice based on the information you provide, but results depend on many factors beyond our control

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

20. Privacy

Your use of the platform is also governed by our Privacy and Cookies Policy, which explains how we collect, use, and protect your personal data.

21. Changes to These Terms

We may update these Terms from time to time to reflect changes in our service, legal requirements, or operational needs. Where changes are material, we will notify you by email or through a notice on the platform before they take effect.

Your continued use of the service after changes are posted constitutes your acceptance of the updated Terms. If you do not agree with any changes, you should stop using the service and contact us to close your account.

22. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

23. Contact

If you have any questions about these Terms, please contact us: