Eileen

Terms of Service

Last updated: 24 March 2026

1. Introduction

Welcome to EILEEN. These Terms of Service ("Terms") govern your use of the EILEEN mobile application ("the App"), developed and operated by CTRL Ltd ("we", "our", "us"), a company registered in the United Kingdom.

By creating an account or using the App, you agree to these Terms. If you do not agree, please do not use the App.

2. About EILEEN

EILEEN is a trauma-informed mental health support application that provides:

  • Appointment booking and management
  • Mood and wellbeing tracking
  • Medication tracking and reminders
  • Crisis support resources and emergency contact management
  • Care coordinator communication
  • Educational mental health resources

EILEEN is not a substitute for professional medical advice, diagnosis, or treatment. The App is designed to support your mental health journey by helping you stay organised and connected with your care team. Always seek the advice of qualified health professionals for medical concerns.

3. Eligibility

You must be at least 18 years old to use EILEEN. By using the App, you confirm that you are 18 or older and have the legal capacity to enter into these Terms.

4. Your Account

4.1 Registration

You must provide accurate and complete information when creating your account. You are responsible for keeping your account credentials secure.

4.2 Account Security

You must not share your account with others. If you believe your account has been compromised, contact us immediately at support@eileen.app.

4.3 Account Deletion

You may request account deletion at any time through the App (Settings → Data Management → Delete Account). A 30-day cooling-off period applies, during which you can cancel the deletion request and restore your account.

5. Acceptable Use

You agree to use EILEEN only for its intended purpose — managing your mental health appointments, tracking your wellbeing, and connecting with your care team. You must not:

  • Use the App to harm, harass, or endanger others
  • Attempt to access another user's data or account
  • Upload malicious content, viruses, or harmful software
  • Use the App for any unlawful purpose
  • Attempt to reverse-engineer, decompile, or modify the App
  • Use automated tools to access the App (except authorised accessibility tools)

6. Health Information Disclaimer

6.1 Not Medical Advice

EILEEN provides tools for self-management and care coordination. The App does not provide medical advice, diagnosis, or treatment recommendations. Content within the App, including educational resources, is for informational purposes only.

6.2 Emergency Situations

If you are in immediate danger or experiencing a medical emergency, call 999 (UK) or your local emergency number. The EILEEN emergency alert feature notifies your designated emergency contacts but does not contact emergency services directly.

6.3 Crisis Resources

The crisis support section provides links to professional helplines and resources. These are provided for your convenience; we do not control or guarantee the availability of third-party services.

7. AI Features

EILEEN includes optional AI-powered features, such as appointment letter scanning. By enabling these features:

  • You consent to your data being processed by external AI providers
  • You understand AI outputs may contain errors and should be verified
  • You can disable AI features at any time in Privacy Settings
  • AI processing is governed by our Privacy Policy

8. Intellectual Property

8.1 Our Rights

The App, including its design, code, content, and branding, is owned by CTRL Ltd and protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works from any part of the App.

8.2 Your Content

You retain ownership of any content you create within the App (notes, mood entries, safety plans). By using the App, you grant us a limited licence to store and process this content solely for the purpose of providing the service to you.

9. Third-Party Services

EILEEN integrates with third-party services for specific functionality:

  • Push notifications: Firebase Cloud Messaging (Google)
  • Calendar integration: Device calendar (Apple Calendar, Google Calendar)
  • AI processing: External AI providers (for appointment letter scanning)
  • SMS notifications: Twilio (for appointment reminders)

We are not responsible for the availability or practices of third-party services. Their use is governed by their own terms and privacy policies.

10. Availability and Updates

10.1 Service Availability

We aim for 99.9% uptime but cannot guarantee uninterrupted access. The App may be temporarily unavailable for maintenance, updates, or due to circumstances beyond our control.

10.2 Offline Access

EILEEN supports offline viewing of your appointments and cached data. Some features require an internet connection.

10.3 Updates

We may release updates to improve functionality, security, or performance. We recommend keeping the App updated to the latest version.

11. Limitation of Liability

To the maximum extent permitted by law:

  • We provide the App "as is" and "as available" without warranties of any kind
  • We are not liable for any indirect, incidental, or consequential damages arising from your use of the App
  • Our total liability shall not exceed the amount you paid us in the 12 months preceding the claim (for a free app, this is nil)
  • We are not liable for decisions made based on information in the App
  • We are not responsible for the actions or omissions of your care team or third-party services

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

12. Privacy

Your privacy is important to us. Please read our Privacy Policy for details about how we collect, use, and protect your personal data. The Privacy Policy forms part of these Terms.

13. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via in-app notification or email. Continued use of the App after changes take effect constitutes acceptance of the updated Terms.

14. Termination

14.1 By You

You may stop using the App at any time and request account deletion.

14.2 By Us

We may suspend or terminate your account if you breach these Terms or if required by law. We will provide notice where reasonably possible.

14.3 Effect of Termination

Upon termination, your right to use the App ceases. We will retain your data in accordance with our Privacy Policy and legal obligations.

15. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless you are a consumer entitled to bring proceedings in your local courts.

16. Accessibility

We are committed to making EILEEN accessible to all users, including those using assistive technologies. The App targets WCAG 2.2 AA compliance. If you experience accessibility issues, please contact us at accessibility@eileen.app.

17. Contact Us

For questions about these Terms: