Terms of Service

1. Identification of the Parties

The Provider

The Client

A licensed psychology professional or legal entity that contracts access to the Software under the terms described herein.

VRET is marketed exclusively as a professional or business license for clinics and healthcare professionals; it is not offered or sold to individual consumers or to patients. The Client contracts the Software within the scope of its professional or business activity and, accordingly, declares that it does not hold the status of a consumer or user within the meaning of Royal Legislative Decree 1/2007 (General Law for the Defense of Consumers and Users). The warranties and conditions set out in these T&Cs are contractual in nature between professionals (B2B) and do not constitute consumer rights.

2. Object of the Contract

These Terms and Conditions (hereinafter, “T&Cs”) govern the relationship between the Provider and the Client for access to and use of the VRET platform (hereinafter, “the Software”), a SaaS (Software as a Service) service that provides virtual reality environments for use in therapeutic sessions supervised by mental health professionals.

Acceptance of these T&Cs is a prior and indispensable requirement for access to the Software.

3. Description of the Service

3.1 What the service includes

• Access to the VRET platform according to the contracted plan.
• Catalog of virtual reality scenarios for clinical use.
• Control panel for the professional (session management, metrics).
• Technical support by email during business hours (Mon–Fri, 9:00–18:00 CET).
• Software updates included for the duration of the subscription.
• Initial onboarding (setup, basic usage training).

3.2 What the service does NOT include

• Hardware (virtual reality headsets, computers, peripherals).
• Clinical or psychological advice.
• Development of custom scenarios (available as an additional service upon quotation).
• Support outside business hours (except Enterprise plans with a specific SLA).
• Integration with third-party clinical record systems (future roadmap).

4. Plans and Prices

4.1 Available plans

4.2 Onboarding and setup

The initial setup, the human-assisted onboarding of the first device, and basic usage training are included in the subscription of any plan, at no additional cost and with no sign-up fee. Optional professional services (clinical consultancy, custom scenarios, in-person training) are available as add-ons under a separate quotation.

4.3 Billing

• Billing is monthly and in advance, on the 1st day of each billing period.
• Payment is made by direct debit or credit card.
• Invoices are issued in electronic format in accordance with Spanish tax regulations. Where required, they will be issued and received via B2B electronic invoicing in accordance with Law 18/2022, Royal Decree 238/2026 and its implementing regulations, without prejudice to the regulations on billing software systems (Royal Decree 1007/2023, VERI*FACTU) where applicable.
• All prices are quoted excluding VAT. As this is a B2B service, the applicable VAT depends on the buyer’s country: clients in Spain are charged 21%; companies in other EU countries with a valid VAT number (Spanish VAT ID) are subject to the reverse charge (no VAT is charged and the client self-assesses it). Stripe calculates and applies the corresponding tax on each invoice in accordance with the applicable legislation.

4.4 Non-payment

In the event of non-payment:

• A reminder will be sent by email after 7 calendar days.
• After 15 calendar days of non-payment, access to the Software may be temporarily suspended.
• After 30 calendar days of non-payment, the Provider may terminate the contract and delete the Client’s data in accordance with section 13.

As this is a commercial transaction between professionals, non-payment will accrue late-payment interest and the fixed compensation for recovery costs (minimum €40) in accordance with Law 3/2004 on combating late payment, without prejudice to suspension or termination.

5. Price Modification

The Provider may modify the prices of the plans subject to the following conditions:

• Prior notice: Communication by email with a minimum of 60 days’ notice before the new prices take effect.
• Effect: The new prices will apply from the following billing period after the prior notice.
• Right of termination: The Client shall have the right to terminate the contract without any penalty if it does not accept the new prices, by communicating this before they take effect.
• Commitment: Prices will not be modified more than once every 12 months, except due to changes in applicable taxation.

6. Satisfaction Guarantee

VRET offers a 30-calendar-day money-back guarantee, the same for all plans. If the Client is not satisfied with the service, it may cancel and request a full refund of the amounts paid within that period, with no minimum-use condition and no penalty.

6.1 Guarantee — 30 days (all plans)

The Client may cancel its subscription within the first 30 calendar days from activation of the service and request a full refund of the amounts paid. The guarantee is the same for all plans and applies solely to the first contracting period, with no minimum-use condition.

6.2 Conditions applicable to the guarantee

• The request must be made by email to contacto [arroba] vret.es before the end of the applicable period.
• The refund will be made within a maximum of 14 calendar days from confirmation of the cancellation.
• The refund will be made using the same payment method used in the original transaction.

6.3 Exclusions

This guarantee does not apply in the event of:

• Use of the Software contrary to these T&Cs.
• Attempted reverse engineering or extraction of content from the Software.
• Renewals following the first period (the guarantee applies solely to the first contracting period).

6bis. Acceptable Use Policy (AUP)

The Client undertakes to use the Software in accordance with these T&Cs, applicable professional ethics, and current legislation. In particular, the Client may not:

• Use the Software for purposes other than supervised therapeutic intervention in accordance with the Medical Disclaimer.
• Allow access to its account by unauthorized third parties or share credentials.
• Carry out reverse engineering, decompilation, decryption, or any attempt to extract source code, cryptographic keys, or the content of the VR scenarios.
• Reproduce, distribute, sublicense, sell, rent, or transfer to third parties the VR scenarios, templates, protocols delivered by VRET, or any derivative material.
• Use the Software or session recordings to train its own or third parties’ AI models (a clause reciprocal to the one assumed by VRET in the opposite direction).
• Perform load testing, vulnerability scans, or penetration testing on the platform without prior written authorization (a responsible disclosure program is available at seguridad [arroba] vret.es).
• Circumvent the technical limits of the contracted plan (number of therapists, number of headsets, etc.).
• Use the Software for unlawful purposes, contrary to public order, or that infringe the rights of third parties.

Breach of the AUP entitles the Provider to suspend or terminate the contract in accordance with sections 12.3 and 4.4.

7. Client Requirements

7.1 Professional requirements

The Client represents and warrants that:

• It is a licensed psychologist registered with an Official College of Psychologists of Spain, or a mental health professional legally authorized to practice.
• It holds the necessary professional qualification to use therapeutic exposure tools in its clinical practice.
• It uses the Software exclusively in the context of supervised therapeutic sessions.

7.2 Technical requirements

• A compatible virtual reality device (compatibility list available on the Website).
• A stable Internet connection (minimum recommended: 20 Mbps).
• An up-to-date web browser for access to the control panel.

7.3 Client obligations

• Maintain the confidentiality of its access credentials.
• Not share its account with unauthorized third parties.
• Not use the Software for purposes other than those described in these T&Cs.
• Not carry out reverse engineering, decompilation, or extraction of the source code.
• Not reproduce or distribute the virtual reality scenarios.
• Comply with data protection regulations with respect to its patients.

8. Limitation of Clinical Liability

8.1 General principle

The Software is a professional support tool. The Provider does not carry out healthcare activity nor does it assume any clinical liability.

8.2 Liability of the professional

The Client is solely responsible for:

• The clinical assessment of the patient’s suitability for virtual reality sessions.
• The selection of appropriate scenarios for each case.
• The supervision and control of each session.
• Obtaining the patient’s informed consent.
• Compliance with the healthcare and ethical regulations applicable to its professional practice.

8.3 Exclusions of liability

The Provider shall not be liable for:

• Damages arising from improper or negligent use of the Software by the Client.
• Adverse reactions of the patient during or after the sessions.
• Economic losses arising from the temporary unavailability of the service.
• Indirect damages, loss of profit, loss of business, loss of clientele, or loss of reputation, except in cases of willful misconduct or gross negligence by the Provider. Direct actual damage (dano emergente) is not excluded and is governed by the limitation in section 8.4.

8.4 Quantitative limitation

In any event, the Provider’s total liability towards the Client, on any basis, shall be limited to the total amount paid by the Client during the 12 months preceding the event giving rise to the liability. Nothing in these T&Cs limits or excludes liabilities that cannot be limited under applicable mandatory law (including data protection regulations or personal injury).

9. Intellectual and Industrial Property

9.1 Ownership

All intellectual and industrial property rights over the Software, including but not limited to: the source code and architecture of the Software, the virtual reality scenarios (3D models, audio, design), the VRET brand, logos, and visual identity elements, and the technical and commercial documentation, are the exclusive property of the Provider and are protected by the intellectual and industrial property legislation in force in Spain and the European Union.

9.2 License of use

The subscription grants the Client a non-exclusive, non-transferable, and revocable license to use the Software in accordance with these T&Cs, for the duration of the contract.

9.3 Content generated by the Client

The session data, notes, and configurations created by the Client within the Software are the property of the Client. The Provider claims no ownership over such content.

9.4 Custom VR scenarios (Enterprise)

When, under a written Statement of Work (SOW), the Provider develops a custom VR scenario for the Client, ownership of the intellectual property follows the rules below unless otherwise agreed in the SOW:

• Code, scripts, 3D models, audio, and new assets created by the Provider: owned by the Provider. The Client receives a perpetual, non-exclusive, worldwide, and non-transferable license for internal use with its patients.
• Materials contributed by the Client (logo, photographs, voice recordings, clinical protocols): owned by the Client; the Client grants the Provider a license limited to the purpose of the SOW.
• Sector exclusivity: the Client may contract, under a separate SOW, an option for temporary exclusivity by clinical vertical.

9.5 No AI training

The Provider will not use the Client’s clinical data or the patient data processed on its behalf to train its own or third parties’ artificial intelligence models. This obligation is binding and is reproduced in the DPA.

10. Service Availability

10.1 Service level

The Provider will endeavor to maintain Software availability of 99.5% monthly, excluding scheduled maintenance windows.

10.2 Scheduled maintenance

• It will preferably be carried out during low-usage hours (22:00–06:00 CET).
• It will be communicated with a minimum of 48 hours’ notice by email.

10.3 Interruptions

The Provider shall not be liable for interruptions caused by:

• Force majeure (natural disasters, pandemics, conflicts, supervening legislation).
• Failures in third-party infrastructure (hosting, telecommunications providers).
• Failures in the Client’s hardware or connection.

11. Data Protection

The processing of personal data is governed by VRET’s Privacy Policy, available at https://vret.app/privacy, and by the technical and organizational measures described at https://vret.app/security.

Dual role of the Provider. For the Client’s data (data of the contracting professional), the Provider acts as Data Controller. For the patient data processed on behalf of the Client within the platform, the Provider acts as Data Processor (Art. 28 GDPR).

DPA. Acceptance of these T&Cs incorporates the Data Processing Agreement published at https://vret.app/legal/dpa as a binding contractual Annex. The DPA governs:

• Subject matter, nature, duration, and purpose of the processing on behalf of the Client.
• Categories of patient data processed (clinical notes, SUDS markers, telemetry, recordings of the virtual environment).
• The Provider’s obligation to process the data exclusively under documented instructions from the Client.
• Confidentiality commitment of the personnel with authorized access.
• Security measures under Art. 32 GDPR applied by the Provider.
• Assistance to the Client in responding to the patient’s ARCO+ rights and in complying with the obligations of Arts. 32 to 36 GDPR.
• Canonical list of sub-processors (Annex III of the DPA, synchronized with /security) and a 30-day prior-notice procedure for any addition or replacement.
• An auditable break-glass procedure for support access.
• Notification to the Client of breaches without undue delay from detection (target 24 h).
• Return or deletion of data at the end of the contract (a 30-day window for export, operational deletion at 60 days, and expiry of backups after an additional 7 days, unless there is a documented instruction from the Client to retain the data due to obligations under Law 41/2002).
• A no-AI-training clause for clinical data.
• A continuity clause: 90 days’ prior notice and a full export in the event of cessation of the Provider’s activity.

If the Client requires reasonable modifications to the standard DPA (additional clauses, DPO-specific annexes), we will negotiate them before signing. The accepted version is versioned and archived.

12. Duration and Cancellation

12.1 Duration

The contract has a monthly, automatically renewable term, unless either party communicates its intention not to renew at least 15 calendar days before the start of the following period.

12.2 Cancellation by the Client

• The Client may cancel its subscription at any time from the control panel or by email.
• The cancellation will take effect at the end of the current billing period.
• No refunds will be made for periods already invoiced (except for the 30-day guarantee in section 6).

12.3 Cancellation by the Provider

The Provider may terminate the contract immediately in the event of:

• Serious breach of these T&Cs by the Client.
• Use of the Software for illegal purposes or purposes contrary to professional ethics.
• Repeated non-payment (more than 30 days).
• Falsehood in the declaration of professional qualification.

12.4 Effects of cancellation

• Access to the Software will cease at the end of the contracted period or immediately in the event of termination for breach.
• The Client will have a period of 30 calendar days after cancellation to export its data from the Software.
• After that period, the data will be deleted in accordance with the Privacy Policy.

12bis. Cross-Indemnity

Each party shall hold the other harmless against third-party claims arising from:

• By the Provider: infringement of third-party intellectual property rights by the delivered Software, or willful breach of the Art. 32 GDPR measures attributable to it as Processor.
• By the Client: use of the Software outside the boundary described in the Medical Disclaimer, breach of the AUP (section 6bis), lack of the patient’s informed consent, use for unlawful purposes, or claims arising from its clinical practice.

The indemnity is limited to the quantitative liability in section 8.4 and excludes indirect damages, loss of profit, loss of business, loss of clientele, or loss of reputation, except in cases of willful misconduct or gross negligence.

13. Communications

All communications between the parties will be carried out by electronic means:

• From the Provider to the Client: The email registered in the Client’s account.
• From the Client to the Provider: contacto [arroba] vret.es.

Communications will be presumed received 48 hours after being sent to the registered email, except in the event of a technical bounce or proof to the contrary.

14. Dispute Resolution

14.1 Amicable negotiation

The parties undertake to attempt to resolve any dispute arising from these T&Cs through direct negotiation over a minimum period of 30 calendar days.

14.2 Jurisdiction

If no agreement is reached, the parties submit to the jurisdiction of the Courts and Tribunals of Granada, waiving any other jurisdiction that may correspond to them, unless the regulations applicable to consumers provide otherwise.

14.3 Applicable law

These T&Cs are governed by Spanish law.

15. General Provisions

These T&Cs, together with the Privacy Policy, the DPA, the Medical Disclaimer, the Cookie Policy, and the LSSI-CE Legal Notice, constitute the entire agreement between the parties in relation to the use of the Software.

If any clause is declared void or unenforceable, the remaining clauses will retain full force and effect. The Provider’s failure to exercise any right shall not constitute a waiver thereof.

15.1 Assignment of the contract

The Client may not assign its contractual position without the prior written consent of the Provider. The Provider may assign its contractual position in cases of corporate restructuring, merger, spin-off, or transfer of a business unit, notifying the Client 30 days in advance. In such a case, a Client that does not accept the assignment may terminate the contract without penalty.

15.2 Modification of the T&Cs

The Provider may modify these T&Cs at any time, communicating this to the Client by email with a minimum of 30 days’ notice. If the Client does not accept the modifications, it may terminate the contract without penalty before they take effect.

15.3 Versioning

We maintain a version history of these T&Cs. The version applicable to each Client is the one accepted at the time of its sign-up or the latest version communicated in accordance with section 15.2.

15.4 Language

The original and prevailing version of these T&Cs is the one drafted in Spanish. Translations, if any, are for informational purposes only.

16. LSSI-CE Compliance

In compliance with Law 34/2002, of 11 July, on Information Society Services and Electronic Commerce (LSSI-CE):

• The Provider identifies itself in accordance with Article 10 of the LSSI-CE (details in section 1).
• Commercial communications comply with Article 21 of the LSSI-CE: they are only sent with the prior consent of the recipient.
• In existing contractual relationships, communications about similar products or services may be sent, always offering the possibility to object.
• All commercial communications are clearly identified as such.