Terms and conditions of sale

Identity and contact details of the provider

The Services are provided by AU MENTAL SRL, a private limited company governed by Belgian law, registered with the Crossroads Bank for Enterprises under number 1030.330.931 and identified for VAT under number BE 1030.330.931, with its registered office at Rue du Tabellion 64, 1050 Ixelles, Belgium.

Any communication relating to an order, a subscription, a complaint or the exercise of a right may be sent to info@aumental.be or to +32 470 01 09 15.

Order and formation of the contract

The order is placed in the Shop or following the subscription process communicated by AU MENTAL. The Client selects the Service, completes the requested information, accepts the contractual documents and makes the payment.

The contract is formed when the initial payment is confirmed by Stripe and AU MENTAL sends the Client an electronic order confirmation. This confirmation specifies in particular the chosen Service, the price, any frequency, the start date and the initial term.

AU MENTAL may refuse or cancel an order for a legitimate reason, in particular unavailability, an obvious error in the offer, a payment incident, a conflict of interest or a clear mismatch between the Service and the need expressed. Any amount wrongly collected is then refunded.

Electronic confirmations, transaction logs and data recorded in the systems of AU MENTAL and its payment providers constitute evidence, subject to the Client's right to produce evidence to the contrary.

A quote generated from the Shop is valid for thirty (30) days from its date. After that period, the prices and conditions in force on the day of the order apply.

The Client may order in the name of a company. They then provide the company name and, where applicable, its VAT number. The invoice is issued in the name of the company, which is the Client within the meaning of these terms.

Description of the Services

Depending on the chosen offer, the Services may include in particular:

• individual or group sessions, in person, by video conference or in a hybrid format;
• mental preparation, psychological or psychosocial support, personal development work and goal follow-up;
• analyses of matches, training sessions, behaviours or routines;
• questionnaires, exercises, tests, personalised tools, reports or educational resources;
• digital follow-up, exchanges between sessions or access to an online area;
• cognitive programmes, including a cognitive training tool;
• workshops, talks, educational programmes or services for parents, clubs, academies, agencies and other sports organisations.

The contractual content of the Service is that presented in the Shop, the quote or the order confirmation at the time of subscription. Examples, visuals and general descriptions on the website do not extend the content of an offer beyond what is expressly included.

Where an offer mentions support available at any time or 24 hours a day, this refers to the possibility of sending a message at any time. It guarantees neither an immediate reply, nor real-time availability, nor an emergency service.

The content of each plan (number of sessions, calls and analyses, tools and services included) is that presented in the Shop at the time of the order. The Client may add monthly options: at most one performance analysis per month in addition to those included in the plan, and a monthly meeting with the parents or a designated person close to the athlete (entourage meeting), where it is not already included in the plan, within the limits shown in the Shop. The chosen options are provided every month, for the entire duration of the subscription, in the quantities in force.

Trips abroad: at the Client's request, the coach may join the Beneficiary abroad (competition, training camp, tournament). The trip is subject to a separate quote, set at the start of the month with the coach and accepted in writing by the Client before departure. It is invoiced separately and is not included in the plans.

Nature and limits of the support

AU MENTAL is bound by an obligation of means. It applies the skills, tools and diligence reasonably necessary for the support, without guaranteeing any particular sporting, psychological, academic, relational, professional or financial result.

The effectiveness of the follow-up depends in particular on the Beneficiary's involvement, regularity, the quality of the information provided and external factors over which AU MENTAL has no control.

Practitioners act within the limits of their qualifications and role. The Services do not replace a diagnosis, medical treatment, clinical psychotherapy, psychiatric care or an emergency service when such an intervention is necessary.

In the event of immediate danger, acute crisis or a medical or psychological emergency, the Client or the Beneficiary must contact the competent services, in particular 112, a doctor or an emergency service.

Minor clients

Where a Service is intended for a minor, the order must be placed or expressly authorised by a parent or legal representative with the necessary authority. The Client guarantees the accuracy of this status and provides, on request, any useful supporting document.

AU MENTAL takes care to adapt the support to the minor's age, maturity and interests. The minor is involved in the follow-up in a manner appropriate to their age.

The detailed content of exchanges with the minor is treated with discretion. The parent or legal representative may receive general information on attendance, goals, progress and useful recommendations, without automatic access to everything the minor has shared. Broader information may be shared when it is necessary for the safety of the minor or a third party, when required by law or when it has been agreed with the minor in their best interests.

Cancellation, rescheduling and absence

Any request to cancel or reschedule must be sent to AU MENTAL at least 24 hours before the scheduled time of the session.

Where the request is made less than 24 hours before the session, or in the event of absence without notice, the session is due and may be deducted from the subscription or pack. AU MENTAL may nevertheless accept an exceptional rescheduling in the event of force majeure or a serious, duly justified circumstance.

Where a late cancellation is justified by a medical certificate or equivalent proof, the session is not deducted: it is rescheduled within thirty (30) days of the originally planned date, according to the coach's availability.

Where AU MENTAL cancels a session, it is rescheduled free of charge and is not deducted. If no reasonable rescheduling is possible, AU MENTAL offers a credit, an equivalent service or a proportional refund.

Unused sessions

Sessions included in a subscription and not used during their monthly period expire at the end of that period. They are not carried over to the following period, refunded, exchanged, transferred to a third party or converted into cash.

By way of exception, where the non-use of a session is justified by a medical certificate or equivalent proof, the session is kept and rescheduled within thirty (30) days, according to the coach's availability.

This limitation does not apply where a session could not be held because of AU MENTAL. In that case, it remains available until it is rescheduled or an equivalent solution is provided.

Suspension for medical incapacity

In the event of illness or injury causing a temporary medical incapacity incompatible with attending sessions, the Client may request the suspension of their subscription.

The request must be sent in writing to info@aumental.be together with a medical certificate stating the expected duration of the incapacity. The diagnosis must not be disclosed. An injury only allows suspension when it causes a medically certified incapacity.

During an accepted suspension, services and future debits are interrupted. The initial commitment period and the end date of the subscription are extended by an equivalent period. Any amount already debited for a period that can no longer be delivered is credited on resumption or settled by mutual agreement.

The suspension does not take effect retroactively before the date stated on the certificate and the receipt of the request, except in exceptional circumstances accepted by AU MENTAL. In the event of an extension, a new certificate may be requested.

Payment and invoicing

Payment is made in full or in monthly instalments, depending on the option offered. Online payments are processed by Stripe or any other provider indicated in the Shop.

For a monthly subscription, the Client authorises recurring debits from the registered payment method on each due date for the entire duration of the contract. The subscription is activated after confirmation of the first payment.

Where an overall price is payable in several instalments without constituting a subscription, the instalments are a payment facility and do not reduce the total amount due.

The Client must maintain a valid payment method and update their information when necessary. Invoices and confirmations may be sent electronically.

Late payment by a Consumer

In the event of non-payment by a Consumer, AU MENTAL sends a first free reminder. No late-payment interest or compensation is applied before the expiry of the legal period of at least 14 calendar days provided for by Book XIX of the Belgian Code of Economic Law.

After that period, only the interest and compensation authorised by the applicable Belgian legislation may be claimed, within legal limits. AU MENTAL may suspend the services until payment is made, after informing the Client, without this suspension cancelling the amounts validly due.

Late payment by a Professional Client

Unless otherwise agreed in writing, any invoice sent to a Professional Client is payable by the due date indicated. Failing payment by that date, late-payment interest at the statutory rate applicable to commercial transactions and a minimum flat-rate compensation of 40 euros for recovery costs may be due automatically, without prejudice to any additional reasonable costs legally recoverable.

AU MENTAL may suspend the Services after notifying the payment default and terminate the contract if the breach persists after a reasonable formal notice.

Initial term and automatic renewal

Every Subscription is concluded for the initial term stated in the offer and the order confirmation. This term may not be less than six months. Where a twelve-month offer is chosen, the initial commitment is twelve months.

During this initial term, the monthly instalments remain due until its end, even if the Client decides to stop using the services, subject to the right of withdrawal, medical suspension, serious misconduct by AU MENTAL, lasting force majeure or a written agreement to the contrary.

At the end of the initial term, the Subscription is automatically renewed for successive one-month periods. The Client may then cancel without penalty before the next renewal. Cancellation takes effect at the end of the current monthly period. Any period already started and invoiced remains due.

Cancellation by the Client

During the initial term, the Client may not cancel the Subscription for mere convenience. They may, however, exercise their right of withdrawal where applicable, request a medical suspension in accordance with article 12, invoke serious misconduct by AU MENTAL or lasting force majeure, or seek an amicable agreement.

After the initial term, cancellation may be requested from the customer area, where this function is available, or by email to info@aumental.be. The request must make it possible to identify the Client and the Subscription concerned.

Cancellation does not entail a refund of periods already started, sessions cancelled late or services already delivered. Rescheduled sessions must be used before the effective end date, unless they remain due because of an impediment attributable to AU MENTAL.

Consumer's right of withdrawal

A Consumer who concludes a distance contract has, in principle, 14 calendar days from the conclusion of the contract to withdraw without giving any reason.

They may exercise this right using the form in the annex or by any unambiguous statement sent to info@aumental.be before the period expires.

If the Consumer expressly requests that the Service begin before the end of the withdrawal period, they remain liable, in the event of withdrawal, for an amount proportional to the services already delivered.

The right of withdrawal is lost when the Service has been fully performed before the end of the period, provided that performance began with the Consumer's prior express consent and that they acknowledged losing their right once the Service was fully performed. For digital content not supplied on a tangible medium, loss of the right also requires the prior express consent and corresponding acknowledgement provided for by law.

Professional Clients do not benefit from the statutory right of withdrawal reserved for Consumers, unless otherwise agreed in writing.

Price revisions and changes to offers

AU MENTAL may change its prices for new orders. The price of a Subscription is not changed during its initial term, except for a change required by law or expressly accepted by the Client.

After the initial term, any change to the recurring price is communicated on a durable medium at least 30 days before it applies. The Client may cancel before the new price takes effect. If they do not cancel, once the new price takes effect, the new monthly subscription is invoiced at the announced rate.

AU MENTAL may change non-essential aspects of a Service for organisational, technical or educational reasons, without substantially reducing the rights or services acquired.

Suspension or termination by AU MENTAL

AU MENTAL may suspend all or part of the Services in the event of non-payment, fraud, misuse, a security risk, abusive or threatening behaviour, a serious breach of these terms or a situation making it reasonably impossible to continue the support.

Except in urgent or particularly serious cases, AU MENTAL first invites the Client to remedy the breach within a reasonable period. If the situation is not remedied, the contract may be terminated.

Where termination is attributable to serious misconduct by the Client, services already delivered and amounts already due remain payable. AU MENTAL retains only amounts proportionate to the Service delivered and the damage actually suffered, within the limits of applicable law.

Digital platforms and cognitive training

Some plans include access to a platform, a customer area, an app, online questionnaires or a cognitive training tool. This access is personal, non-transferable and limited to the duration and uses provided for in the offer.

The Client protects their login details and promptly informs AU MENTAL of any unauthorised use. They may not share, resell, reproduce, circumvent or misuse the access and content.

Platforms may depend on third-party providers. AU MENTAL uses reasonable means to ensure their availability but does not guarantee permanent, uninterrupted operation. Maintenance or temporary unavailability only gives rise to compensation if it substantially deprives the Client of the Service for a significant period.

Cognitive exercises and results, in particular those from the cognitive training tool, are intended for training and follow-up. On their own, they do not constitute a medical, neuropsychological or clinical diagnosis.

Drafting aids

AU MENTAL may use an artificial intelligence assistant to prepare draft follow-up reports. The coach remains solely responsible for the final content: they read, correct and approve every report before it is shared.

By default, the assistant only uses numerical follow-up data, without any directly identifying data. Using session reports and written comments requires a separate written agreement from the adult athlete or, for a minor, from their parent or legal representative. The same applies to recording a session with a Plaud recorder.

These agreements are optional and may be withdrawn at any time. Refusing or withdrawing them has no effect on the coaching, the plan or the price. The processing of data is described in the privacy policy.

Client's commitments

The Client and, where applicable, the Beneficiary undertake to:

• provide accurate, relevant and up-to-date information;
• report any health information or constraint necessary for safety and for reasonable adaptation of the Service;
• take part in good faith and follow the reasonable instructions given;
• respect practitioners, other participants, premises, equipment and confidentiality rules;
• not record a session without the prior consent of everyone involved;
• not use the Services, platforms or content for unlawful purposes or purposes other than those intended;
• not harm the rights, safety or reputation of AU MENTAL, its practitioners or third parties.

Personal data

AU MENTAL processes personal data in accordance with the General Data Protection Regulation, Belgian legislation and its privacy policy.

Data may in particular be processed to manage orders, payments, accounts, bookings, sessions, questionnaires, reports, communications, legal obligations and security measures. Some providers, in particular Stripe and the providers of the platforms used, may process data as part of their services.

The purposes, legal bases, recipients, retention periods and individuals' rights are detailed in the privacy policy available on the website. Any request may be sent to info@aumental.be.

Responsibility

AU MENTAL is liable for direct, foreseeable and proven damage resulting from a breach attributable to it. The Client must take reasonable measures to avoid or limit their damage.

No provision excludes or limits liability that cannot be excluded under a mandatory rule, in particular in the event of fraud, gross negligence where its exclusion is prohibited, physical injury attributable to AU MENTAL or non-performance of an essential obligation where the limitation would deprive the contract of its substance.

With regard to a Consumer, any limitation applies only to the extent permitted by the applicable protective legislation.

With regard to a Professional Client and subject to mandatory exceptions, AU MENTAL is not liable for indirect losses such as loss of opportunity, turnover, profit, data or reputation. Its total liability is limited to the amount excluding VAT actually paid for the Service concerned in the six months preceding the event giving rise to the claim.

AU MENTAL is not responsible for sporting, medical, contractual or professional decisions made by the Client, the Beneficiary, a club, an agent, an employer or a third party on the basis of the support.

Complaints and mediation

Any complaint must first be sent to AU MENTAL by email to info@aumental.be, with the information needed to identify the order and understand the issue. AU MENTAL endeavours to find an amicable solution within a reasonable time.

If no solution is found, the Consumer may contact the Consumer Mediation Service free of charge: Boulevard du Roi Albert II 8, box 1, 1000 Brussels - contact@mediationconsommateur.be - +32 2 702 52 20 - www.mediationconsommateur.be.

Recourse to mediation does not deprive the parties of their right to bring the matter before a competent court.

Applicable law, jurisdiction and final provisions

These terms and the contracts concluded with AU MENTAL are governed by Belgian law, without depriving the Consumer of the protection of any mandatory provisions applicable in their country of residence.

For a Consumer, the competent courts are determined in accordance with the applicable mandatory rules. For a Professional Client, any dispute that cannot be resolved amicably falls within the jurisdiction of the courts of the judicial district of Brussels, unless a mandatory provision provides otherwise.

If a provision is void, invalid or unenforceable, the other provisions remain in force. Where possible, the parties replace the provision concerned with a valid rule having an effect as close as possible to the original objective.

Failure to exercise a right immediately does not constitute a waiver. The French version prevails in the event of any discrepancy with a translation, subject to applicable mandatory rules.

AU MENTAL may amend these terms for future orders. Any change affecting a current contract is communicated on a durable medium before it takes effect. Where it is substantially unfavourable, the Client may cancel before it takes effect.