Terms & Conditions

By accessing or using Masked Journey, you agree to these terms. Please read them carefully

1. Use of the Platform

Masked Journey provides an anonymous peer support space.
You may use the platform only for its intended purpose: sharing experiences, venting, and receiving empathetic listening.
You agree not to harass, threaten, or harm other users or peer listeners.

Masked Journey is non-clinical and is not professional therapy.
Peer listeners provide empathy, active listening, and emotional support, but they do not offer professional mental health advice, diagnosis, or treatment.
Guided listeners are degree-holding, college-trained, psychology-informed supporters. They provide structured, empathetic guidance but they do not offer therapy, diagnosis, or any other professional mental health services or advice.
If you require clinical support, please contact a qualified mental health professional.

You must create an alias; no personal identifying information is required.
Sharing personal identifying information is strictly prohibited.
Clients are required to wear a mask for the entire session to protect their anonymity. Sessions will be cancelled if this rule is not followed.
Peer listeners also wear masks at all times to maintain immersion and the shared atmosphere of anonymity.
Do not attempt to impersonate another user or peer listener.

Sessions are never recorded or stored by Masked Journey or any of its affiliated listeners. Only in exceptional circumstances (such as for marketing or training purposes) will explicit consent be requested from a client for permission to record a session. To maintain anonymity, this consent is provided verbally and recorded at the start of the session. For example: “I am [Alias], and I consent to this session being recorded for [purpose, e.g., internal review, marketing, or training].”
Consent is always specific to that session and cannot be assumed for future sessions.
Clients may withdraw consent at any time during the recording, in which case the recording will be immediately stopped and deleted. Any listener who violates this policy will be permanently removed from the platform. However, Masked Journey cannot provide financial compensation beyond a refund for the affected sessions.
Clients, on the other hand, may record and keep a copy of their own individual sessions for personal use only.
Recording of group sessions by participants without the consent of others is prohibited. Unfortunately, Masked Journey does not and cannot monitor or prevent unauthorized recordings by participants. Therefore, joining a group session means you do so at your own risk and with the understanding that absolute privacy cannot be guaranteed in a group environment.

All sessions must be paid in advance to confirm a booking.
Refunds are only available for sessions cancelled at least 24 hours before the scheduled start time.
Once a session begins, payments are generally non-refundable, except in cases of genuine issues or misconduct, which will be reviewed carefully.
Users are responsible for providing accurate payment information.

Users must communicate respectfully and follow platform guidelines.
Sharing illegal, threatening, or offensive content is prohibited.
Recording, screenshotting, or sharing session content outside the platform is prohibited, except for clients who may record their own individual sessions for personal use. This permission does not extend to group sessions.
Violation of these rules may result in temporary or permanent account suspension.

Masked Journey is not equipped for emergencies.
If you feel unsafe, at risk of harming yourself, or in immediate danger, contact local emergency services or a qualified mental health professional immediately.

All platform content, including logos, illustrations, and software, is the property of Masked Journey.
Users may not reproduce, distribute, or modify any content without explicit permission.

Users must have a compatible device and internet connection to use the platform.
Masked Journey is not responsible for technical interruptions, connectivity issues, or service downtime.

Masked Journey collects minimal information to operate the platform, such as your alias, session booking details, and technical data (device, browser, connection).
Sessions are not recorded or stored by Masked Journey under any circumstances, except when explicit permission is requested and granted in advance, supported by a pre-recorded verbal consent.
Clients may record their own individual sessions for personal use only. This permission does not extend to group sessions or recordings of other participants.
Users are responsible for maintaining their own anonymity and security, including the devices, accounts, and alias they use.

Masked Journey is not a substitute for professional mental health services.
Users are responsible for their own well-being.
Masked Journey is not liable for emotional distress or harm arising from platform use.
Masked Journey is not responsible for content or actions of third-party users.

Masked Journey uses third-party platforms to process payments, host video calls, and message clients.
These services are operated by independent providers and are subject to their own terms and privacy policies.
Masked Journey is not responsible for any loss, data breach, or issue that arises from the use of these third-party platforms.
By using Masked Journey, you agree to use these external services at your own discretion, risk, and responsibility.

Masked Journey may suspend or terminate accounts at its discretion if terms are violated.
Users may close their accounts at any time.

Masked Journey is not responsible for delays or interruptions due to events beyond its control, including natural disasters, power outages, or technical failures.

Masked Journey is designed for adults 18 years and older. By accessing or using the platform, you confirm that you meet this age requirement. Users under 18 are not permitted to use Masked Journey.

These terms are governed by and construed in accordance with the laws of the Republic of South Africa.
Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the South African courts.