ZoneIn AG – Terms V1.0
Last updated: April 28, 2026
These Terms of Use (the "Terms of Use") apply to access to and use of the ZoneIn website, www.zonein.ch, (the "Website") and the ZoneIn platform and application (together the "Platform" or "ZoneIn") and the related services (together the "Services"), provided by ZoneIn AG, Lerchenfeldstrasse 3, 9014 St. Gallen, Switzerland (the "Provider").
In order to access the Platform, users (the "Users") must accept and comply with these Terms of Use. If you do not agree to these Terms of Use, you are not permitted to access or use the Platform.
The Provider reserves the right to amend these Terms of Use and the Services, or parts thereof, from time to time, or to discontinue the Platform or parts thereof temporarily or permanently. Users should review the Terms of Use regularly. Continued use following amendments constitutes consent to the amended Terms of Use. Users who do not agree are prohibited from accessing and using the Platform.
ZoneIn is a psychological intermediation platform. Its purpose is to connect persons seeking psychological support with qualified professionals such as psychologists, federally recognised psychotherapists, psychiatrists and neuropsychologists (together the "Professionals") and to facilitate the initiation and conduct of consultation sessions (the "Consultation Sessions"). For this purpose, the Platform provides a digital environment with various functions. These include, in particular, matching, appointment scheduling, communication and session tools, billing and administration.
The Platform is limited exclusively to the aforementioned intermediation and support services. The actual conduct of the agreed Consultation Sessions themselves does not form part of the Platform. These take place directly between the Professional and the Users. The Provider merely provides the infrastructure and tools and acts exclusively as an intermediary and facilitator. The Provider does not itself provide any therapeutic, medical or psychological consultation services. In particular, the Platform does not make diagnoses, provide treatment or give medical advice. These matters are the sole responsibility of the Professionals within the scope of the Consultation Sessions. Users acknowledge that the Platform is not a substitute for appropriate professional treatment, but rather a means of finding such treatment from authorised Professionals and arranging it technically.
The Platform is used within the framework of what is known as telepsychology/teletherapy, i.e. consultations may be provided online. Users are aware that online Consultation Sessions may have certain limitations compared with in-person meetings (for example, in relation to sensory perception, emergency intervention, etc.). ZoneIn is intended for persons in stable situations. In the event of acute crises or emergencies (e.g. suicidal thoughts, life-threatening situations), Users must not use the Platform and must instead seek professional help immediately from local emergency services. The Provider cannot guarantee that Users seeking help will be referred to a Professional in good time in an emergency or that assistance can be provided by other means. The Provider excludes all liability in this regard.
The Platform is accessible to Users through individual user accounts (the "User Account").
Use of the Platform is permitted only to persons aged 16 or over. By registering, Users confirm that they are at least 16 years old. The Provider may require proof of age or suspend or delete the accounts of younger persons.
During registration, Users must provide accurate, truthful, current and complete information and keep their account information up to date.
Users are responsible:
Users may create only one User Account each and may not transfer it to third parties.
The Provider may suspend or delete a User Account for the following reasons:
Users whose account has been suspended or deleted may not use the Platform with another User Account or register for the Platform again.
Where possible, the Provider shall inform Users before, but no later than after, suspension or deletion of the User Account. As soon as the grounds for suspension cease to apply, the Provider shall lift the suspension or replace the access credentials and inform Users accordingly.
The amount of the fee is determined either by the price set by the Professional for the relevant service or by the tariff set by the competent health insurance provider where billing is made through basic insurance. This price is clearly displayed to Users before booking. When booking a session using self-payment or supplementary insurance as the payment method, Users are required to provide a valid payment method. In these cases, payments are due in advance.
Payment is processed through an external payment service provider. Credit card details are transmitted directly to this service provider and are neither viewed nor stored by the Provider. The terms of use and data protection provisions of the relevant payment provider apply. The Provider is not liable for errors or security incidents affecting these payment services.
For Services that may be billed through basic insurance, Professionals may agree payment by invoice with Users. In such cases, billing takes place outside the Platform. The Professional shall inform Users of the exact procedure. Users are responsible for determining whether the requirements for coverage of the costs by basic insurance are met.
Refunds, cancellations, rescheduling and no-shows are governed by clause 4.7. Where a Consultation Session is billed through health insurance (in particular basic insurance), the applicable provisions of the health insurance and/or the insurance contract regarding coverage, missed-appointment fees and refunds shall take precedence. The Provider assumes no responsibility in this regard; Users are required to inform themselves in advance about the applicable insurance conditions.
Prices are set by the Professionals and may be adjusted at any time. Adjustments are displayed before the relevant booking.
Users may use the Platform to find suitable Professionals without first creating a User Account. For this purpose, Users answer questions about their concerns, the desired form of Consultation Session, the target group (e.g. themselves, a child or a couple), and optionally their insurance and billing preferences.
Based on this information and using a matching algorithm, the Platform suggests suitable Professionals. Users may view the profiles of the suggested Professionals, compare services, prices, duration and availability, and select a Professional.
There is no entitlement to successful intermediation or to the availability of a particular Professional.
If a Professional prefers to be contacted before an appointment is booked, the Platform enables Users to first send a message via the chat instead of booking directly.
This requires Users to:
Initial contact via the chat serves exclusively to allow the parties to become acquainted or to clarify outstanding questions. It expressly does not constitute emergency communication.
Appointments become binding either through direct booking by Users or, where applicable, through confirmation of a booking request by the Professional. In all other respects, the provisions of clause 4.7 apply.
Users are responsible for attending agreed appointments on time.
For video sessions, Users should test the technical connection in good time and ensure an undisturbed environment. For in-person appointments, Users undertake to attend at the address specified by the Professional.
In the event of lateness or non-attendance, the session may be shortened or may not take place. In such cases, the provisions on no-shows, cancellation and refunds pursuant to clause 4.7 apply.
If the Professional is unable to attend, the Professional shall, where possible, inform Users in advance and offer a replacement appointment.
Users may terminate a session at any time, but should communicate this clearly.
If no Professional is available for a desired concern (e.g. due to a lack of available appointments in the foreseeable future), the Platform may offer Users the option of creating a waiting-list request. Users provide their principal concern and, where necessary, further information. The request is added to the Platform's official waiting list.
Users are not obliged to accept a subsequent offer from a Professional. The waiting-list request serves exclusively to facilitate intermediation where direct matching has not produced a result.
Users' contact details are disclosed only if Users themselves take action, for example by initiating a booking or responding to an offer.
Users must use the Platform and the available communication channels exclusively for their intended purpose, i.e. to arrange consultation services provided by Professionals. They undertake not to disseminate abusive or unlawful content via the Platform. Users are responsible for their health-related decisions; the Platform merely provides support and information. In particular, medically necessary assessments should not be replaced by use of the Platform.
ZoneIn is not suitable in any circumstances for crises, emergencies or acute psychological distress.
Users are expressly advised, in these Terms of Use and on the Platform, that if they are in a life-threatening situation or other emergency and / or require urgent assistance, they should not use the Platform and should immediately contact the competent institutions.
Professionals may determine individually whether appointments may be booked directly by Users on a binding basis or whether prior confirmation by the Professional is required.
If a Professional requires prior confirmation, by submitting the request Users merely make a non-binding booking request. In this case, no binding contract has yet been concluded. During the booking process, Users are expressly informed that it is a request and not a confirmed booking.
In this case, a binding appointment arises only when the Professional expressly confirms the request.
If a Professional permits direct booking, the appointment becomes binding upon completion of the booking process by Users.
If the Professional rejects a booking request or does not respond within 24 hours, the request is rejected automatically. In such cases, the payment method is not charged and any authorisation is released.
For appointments that are less than 24 hours in the future, booking requests requiring prior confirmation may be excluded. In this case, only a direct booking is possible or the appointment cannot be booked through the Platform.
Payment is processed automatically through the payment service provider.
The payment method is charged only once an appointment has become binding.
If the appointment is more than 48 hours in the future, the charge is made automatically 48 hours before the appointment. If the booking is made less than 48 hours before the appointment, payment is initiated immediately after the appointment becomes binding.
If a payment fails, Users may be asked to update their payment method or initiate the payment again. If no payment is completed successfully, the booking may be cancelled automatically and the appointment made available again. Users and the Professional will be informed in this case.
If payment has not been completed successfully no later than 24 hours before the appointment or, in the case of bookings made at shorter notice, immediately after the appointment becomes binding, the appointment may be cancelled automatically and made available again.
Users may reschedule confirmed appointments subject to the following conditions:
The Professional may agree to rescheduling at short notice on a case-by-case basis.
If the appointment has already been paid for, the refund may be reduced by non-refundable transaction fees, depending on the payment method.
The following conditions apply to cancellations:
Between 48 and 24 hours before the appointment, the cancellation fee may be avoided by rescheduling instead of cancelling.
If payment has already been made, it will be refunded in accordance with the above rules. Non-refundable transaction fees may be deducted.
If Users do not attend the agreed appointment, they are not entitled to a refund. In this case, the full remuneration for the booked service may remain due.
Professionals may voluntarily offer free intro calls of 10 minutes. If such an intro call is booked on a binding basis and Users do not attend the agreed appointment, a no-show fee of CHF 60 may be charged, provided that the intro call was indicated accordingly on the Platform.
If a Professional is unable to attend an appointment, Users will be informed without delay where possible. The Professional may offer a replacement appointment.
If no replacement appointment is arranged or the Professional cancels the appointment outright, payments already made will be refunded in full, unless a different statutory or insurance-related provision applies.
If the Professional does not attend the appointment without cancelling in good time, payments already made will be refunded in full.
In justified cases, Professionals may initiate a full or partial refund within 7 days after the appointment.
In addition to other restrictions set out in these Terms of Use or elsewhere, the following activities in particular are not permitted:
Users warrant that they may lawfully use all content and personal data that they enter into, upload to or otherwise process on the Platform and that they have the necessary rights, consents or other legal bases to do so. Users shall ensure that the use of such data within the Platform does not infringe the rights of third parties.
Users acknowledge that the Provider is entitled, and may be legally obliged, to suspend access to the Platform or the User Account where there are reasonable indications of the occurrence or potential occurrence of illegal, unlawful, immoral or unethical activities, fraudulent use and/or attempted fraudulent activities, or a breach of the foregoing obligations. In the event of suspension, Users remain liable for all fees and costs incurred during the suspension period.
The Platform, together with all content, data, information and materials contained therein, is provided on an "as is" and "as available" basis. All information provided on the Platform is for general information purposes only.
Articles, blog posts, FAQs, automated suggestions or matching results do not constitute professional advice and cannot replace the individual advice of a qualified Professional.
The Provider makes no express or implied guarantee, representation or warranty of any kind regarding the currency, accuracy, reliability, completeness or fitness for purpose of the information provided on the Platform.
The Provider exclusively provides the technical infrastructure of the Platform and gives no warranty for the services provided by Professionals. The contractual relationship in connection with Consultation Sessions arises exclusively between Users and the relevant Professionals.
The Provider guarantees neither the short-term availability of appointments nor that a Professional will respond without delay.
The Provider selects Professionals carefully, but gives no warranty as to the continuing validity of their professional licences or the quality of individual Consultation Sessions conducted.
Users expressly acknowledge that matching decisions by the Platform may be made wholly or partly automatically, in particular by means of artificial intelligence models. Such content may be incorrect, incomplete, misleading or unsuitable for the individual situation. The Provider gives no warranty whatsoever as to its accuracy, appropriateness or reliability. However, the Provider is not obliged to make matching decisions automatically.
Use of the Platform requires a functioning internet connection. The Provider does not guarantee that the Platform or individual parts thereof will be error-free, uninterrupted or fully available at all times.
The Provider takes appropriate technical and organisational measures to protect Users' data. However, Users are aware that no measures can guarantee absolute security. The Provider therefore assumes no liability for data loss. Further information on data protection is set out in the Privacy Policy.
The Provider excludes all liability for technical disruptions, transmission errors or failures of third-party services used through the Platform. This applies regardless of whether access to these services is facilitated through the Platform or established directly by Users. Liability exists only if and to the extent that such disruption is directly attributable to grossly negligent or intentional conduct by the Provider.
The Provider is liable for damage caused by intentional or grossly negligent conduct. Liability for slight negligence is excluded to the extent permitted by law. Liability for indirect damage, consequential damage or purely financial loss such as loss of profit is excluded in all cases. Mandatory statutory liability provisions remain reserved.
Users agree to fully indemnify and hold the Provider harmless from and against any liabilities, costs, claims, causes of action, damage and expenses arising in any way in connection with their breach of any provision of these Terms of Use.
The Provider notes that remote treatment may not be sufficient in cases of severe mental illness and that inpatient or more intensive outpatient treatment may be required in certain circumstances. The decision on the appropriate form of treatment rests with Users and the treating Professional.
The Platform excludes liability for any misassessment of a medical condition.
The Platform may contain third-party content and links to third-party websites. The Provider assumes no responsibility and gives no guarantees, warranties or representations in relation to third-party websites and their content. The Provider disclaims all liability in this connection. If the Provider becomes aware of legal infringements, the relevant links or content will be removed as soon as possible.
The Provider (and any licensors) owns and retains all rights, title and interest in all information and content (including all text, data, graphics and logos) on the Platform. This also includes the layout and structure of the Platform. Without prior written authorisation, information, text, graphics, images, video clips, directories, databases, data, listings or software originating from the Platform may not, in whole or in part, be modified, copied, transmitted, distributed, displayed, performed, reproduced, published, licensed, used to create derivative works, transferred or otherwise used, in whole or in part, for commercial or any other purposes. All rights are reserved. The systematic retrieval of content from the Website for any purpose without prior written authorisation is prohibited.
Users remain the owners of all content they enter into the Platform (the "User Content"). However, Users grant the Provider a non-exclusive, worldwide, royalty-free right, limited to the duration of use of the Platform, to process such User Content for the purpose of operating, providing and improving the Platform.
Users are granted only a limited, non-exclusive, non-transferable, non-commercial right intended solely for internal purposes to use the Platform, subject to the restrictions set out in these Terms of Use and any further restrictions.
"Usage Data"means statistical and other information about Users' configuration and use of the Services, such as hardware usage, operating systems and environments, cluster setup (e.g. node type and number), cluster status, system performance (e.g. uptime and response times), feature usage, User input and User behaviour. The Provider may collect Usage Data in order to improve the Services, as well as for security and Platform management and for research and development purposes. The Provider does not disclose Usage Data to third parties.
The processing of personal data is governed exclusively by the Provider's Privacy Policy .
Contact: Users may contact the Provider at any time at info@zonein.ch with any questions, concerns or complaints relating to these Terms of Use or use of the Platform. Notices to Users are sent by email to the email address provided by Users. The Provider is also entitled to use the contact details provided by Users (in particular their email address and telephone number) to inform Users of their current credit balance, any outstanding invoices or transaction-related information.
Feedback: For the purpose of improving its Services, the Provider reserves the right to ask Users to provide feedback through forms, questionnaires and surveys (the "Feedback"). The Provider is entitled to use or not use such Feedback without incurring any financial or other obligation towards Users. Users assign to the Provider all rights (including, but not limited to, intellectual property rights), title and interest in the Feedback and acknowledge that they have no claims in relation to the Feedback.
No Assignment:Users may not assign any of their rights or claims under these Terms of Use without the Provider's prior consent.
Severability:If any provision of these Terms of Use is or becomes invalid or unenforceable, the validity of the remaining provisions remains unaffected. The invalid or unenforceable provision shall be replaced by a provision corresponding to the Provider's original and hypothetical intention. The same applies to any omissions.
Applicable Law and Place of Jurisdiction: These Terms of Use are governed by Swiss law. The ordinary court at the registered office of the Provider shall be the exclusive place of jurisdiction for all disputes arising out of or in connection with the Terms of Use. For Users acting as consumers within the meaning of Art. 32 ZPO, the place of jurisdiction at the Users' place of residence shall additionally apply.