User Policy and Terms

1. About BetweenShift and who may use the service

BetweenShift is a digital platform for peer conversation and professional development, intended for you if you are 18 or older and work, have worked or are studying within health and social care. You confirm this when you register. Information about your professional role is self-declared; BetweenShift does not verify or guarantee any user’s identity or professional title. For mentors in licensed professions and assistant nurses (undersköterskor), we ask the National Board of Health and Welfare (Socialstyrelsen) whether the person holds or has held a licence and for which profession, but not whether it has been restricted or revoked. That is a review, not a guarantee. You are responsible for keeping your login credentials secure.

2. Prohibition on patient data, breaches of confidentiality and medical advice

The service may not be used for patient communication, medical record-keeping, medical advice or the sharing of patient cases. You are personally responsible for complying with Swedish law, your duty of confidentiality and your employer’s internal rules.

• No patient data: It is strictly prohibited to publish, or send in a chat, names, personal identity numbers, medical record data, images or descriptions of care situations that directly or indirectly could identify a patient or a colleague. The prohibition applies even if you consider the information to be de-identified.
• No medical advice or treatment: BetweenShift is peer support, not healthcare, psychotherapy or crisis support. Mentors do not make diagnoses. In an acute crisis or situation of danger, contact 112, 1177 or a psychiatric emergency unit immediately.
• Reports to authorities: If BetweenShift becomes aware of a suspected breach of patient safety or of the duty of confidentiality, the company may report this to the Swedish Health and Social Care Inspectorate (IVO). We report suspected crimes, for example child sexual abuse, to the police.

3. Prohibited content and moderation

You may not publish, or send in a chat, unlawful material, threats, incitement against an ethnic group, copyright-protected material or personal attacks. Publishing such material may constitute defamation under Chapter 5, Section 1 of the Swedish Penal Code. BetweenShift has zero tolerance for objectionable content and for users who abuse, threaten or harass others.

BetweenShift is responsible for moderation. Our administrators review the reports, and every decision is made by a person; nothing is hidden or suspended automatically. We can hide posts and replies in the forum and shared check-ins and replies in Today’s mood, suspend you from writing in the forum and Today’s mood for up to 30 days, or only from Today’s mood for a period or until further notice, suspend your account for a period or until further notice, pause a mentor’s bookings, remove mentor status and ban applications to become a mentor. If we hide a post, the replies under it in the thread are not shown either, including other members’ replies. A suspended account cannot sign in, but the profile and the posts remain visible to others. The person who reports is not told what the report led to. Content can also be reported to [email protected], even by someone who does not have an account.

If we hide something you have written, in the forum or in Today’s mood, or restrict your account, you receive the decision with a written statement of reasons in the app. You can request a review there within 48 hours of first opening the decision, but no later than 30 days after the decision, and an administrator considers the request and replies in the app. In Today’s mood the decision and the answer to a request for review arrive at the next publication, and the administrator does not see who you are. If your account is suspended, you cannot sign in; you then receive the statement of reasons by email and request a review by emailing [email protected].

4. Blocking, reporting and private accounts

You can block other users. You then stop following each other, your ordinary chat is closed for both of you and is not reopened if the block is lifted (the messages are not deleted), and you can no longer write to each other in a chat for just the two of you, follow each other or book sessions with each other. Mentor sessions between you that have not started are cancelled at no cost, and you both get a notice about it; a session that has started, even a paused one, continues. Your named posts are hidden from each other, but anonymous posts and shared check-ins in Today’s mood are not hidden, and in a group chat you are both in, you both remain members and the app only hides your messages from each other. If the other person still opens your profile, they see your username, your profile photo, your badges, the year you became a member and your follower and post counts, and that they are blocked. Use the reporting function in the app to report content that breaches these terms.

Private account: You can make your account private. A new account is public, shows when you are online and can receive new chats from everyone, and you change this under Settings → Privacy and data protection. With a private account, other members must send a follow request, which you approve or decline, and the person who asked gets a notification of your answer. Without an approved follow request, other members see your username, your profile photo, your profession, your bio, your tags, the year you became a member, whether you belong to Founding 100 and your follower and post counts, and they can find you in Find colleagues, but they do not see your years in the profession, your region, your work experience or your online status. You choose separately who sees your posts and replies on your profile: everyone, followers or no one; by default it is followers. Your posts in the forum are shown to other members regardless, but your anonymous posts are never shown on your profile to others. A mentor’s profile details are always shown. A private account does not hide you from BetweenShift or from moderation.

5. Intellectual property

You retain the rights to the content you create. By publishing content you grant BetweenShift a limited right to store, display, technically process and make available that content to the extent needed to provide the service.

You may not publish material that infringes anyone else’s copyright, trade mark or other rights.

6. Membership and subscription

BetweenShift requires a membership. Without an active membership the app’s features are locked, for example the forums, chat, wellbeing check-ins and mentor booking. Even without a membership you can always export your data, view and change your profile, delete your posts, all your check-ins or your whole account, withdraw consents, read the terms, reach crisis resources and support, complete mentor sessions you have already booked, and take out a membership. If you want to correct or delete a single check-in or a message without a membership, you can contact us.

The membership is a subscription, monthly or annual, purchased through the Apple App Store or Google Play. These parties are the merchant of record and handle pricing, tax, receipts and cancellation. New subscriptions start with a free trial of one month. You add a payment method in the app store when the trial starts, and the subscription automatically becomes a paid subscription when the trial ends unless you cancel it at least 24 hours before. The trial is given once per app store account (Apple ID or Google account), and the app store decides who is eligible for it. After that the subscription renews automatically each period until you cancel it in the app store settings.

Members of Founding 100, who created their accounts during the closed beta, have free access without a subscription. Mentors use BetweenShift free of charge.

If you end your subscription the features are locked again, but your account and your right to complete mentor sessions you have already booked remain. You can always export or request deletion of your data.

Weekly quiz: The week’s question is open until Sunday at 23:59 Swedish time, and your answer cannot be changed. A few winners, at most ten, are drawn automatically among those who answered correctly, and they are shown with their username and profile photo in the app. The winners receive no prize. Administrators, those who wrote or scheduled the quiz, accounts created after the quiz opened and accounts that are suspended at the time of the draw cannot win. BetweenShift may cancel a quiz, in which case no winners are chosen, or disqualify a winner, in which case the next person in the draw becomes the winner instead.

Invitations and rewards: A recruit requires a sign-up with your code and a first paid month without a refund during that month. Trial periods and family sharing are excluded. Each subscription counts only once, and only while the colleague’s account exists.

Rewards follow the ladder in the app and cannot be exchanged for money. If your ladder changes, levels on the new ladder that you have already passed are not rewarded. BetweenShift may change or end the program, but rewards already earned are still delivered. Rewards can be refused or withdrawn in case of misuse. If you delete your account, rewards not yet delivered lapse.

7. Mentor sessions: booking, payment and disputes

A mentor session constitutes an agreement directly between you and the mentor. BetweenShift is not a party to that agreement.

• Acceptance and scheduling: The mentor must accept or decline within the response time shown when you book. Once the booking has been accepted, there is no deadline for starting or resuming the session.
• Payment flow: You pay the mentor directly through Stripe. When you send a booking request, you authorize your card to be saved in the mentor’s account at Stripe and to be charged automatically when the session ends, up to the price you have agreed to. No session payment is collected or reserved at booking. BetweenShift never holds your money. The final amount is calculated under the early-ending rules below. No session payment is charged if you cancel before the session has started, if the mentor declines or if the request is not accepted within the mentor’s stated response time. If the mentor has not written a message of their own in the session before it ends, no payment is charged. If the payment fails or your bank requires you to confirm it, you get a notice in the app straight away and, if you have push notifications turned on, a push notification; the mentor gets a notice in the app. You can complete the payment in the session chat, with another card if needed, for 14 days from the first failed attempt, and the last day is shown in the app. Further failed attempts do not extend this time. Three days before the last day you get a reminder if the payment has still not been made. A session being completed does not mean its payment has succeeded. If the payment has not been made when the 14 days have passed, it is written off, usually within a few minutes: no further attempts are made, you do not need to pay for the session, the mentor receives no payment for it and you are told so. A payment is also written off, and you are told so, if the mentor gives it up in order to delete their account. BetweenShift makes no new charges of its own, sends no invoice and never collects unpaid amounts. The card is removed from the mentor’s account when the session has been paid for, has ended without payment or its payment has been written off.
• Ending early: You and the mentor can agree to end a started session before its planned time is up, by both tapping End Early. A pausable session pauses by itself after five minutes without new messages and continues when you both tap Ready. Paused time does not count as used, and nothing is charged for it. If the session has been continuously paused for at least 7 days (168 hours), you can cancel the remaining session without the mentor’s confirmation. Resuming the session resets this waiting period; it starts again at the next pause. The session is not cancelled automatically after seven days. When a session ends early, you do not pay 90 per cent of the price of the unused time if it ends within 120 active seconds, and 50 per cent of it if it ends later. The app shows the final amount before you confirm cancellation after a prolonged pause.
• Platform fee: BetweenShift charges a platform fee which is deducted from the mentor’s remuneration. The price you see is the total price.
• Annual limit: You can buy sessions for at most SEK 9,000 per mentor and calendar year. A session counts toward the calendar year in which it was booked, with the amount charged or, if it is not paid yet, the highest amount that can still be charged. Sessions cancelled before they start, declined, not answered in time or ended without a charge do not count. The limit starts over at the turn of the year.
• Disputes and objections: If you are dissatisfied you can raise an objection in the app within 7 days of the session ending. This is possible only once the payment has been charged, and the period is not extended if the payment is delayed. The mentor then has 72 hours to choose to refund the full amount charged. If the mentor does not, the matter is closed without a refund from the platform. BetweenShift does not act as a judge of session quality. If the mentor had not written a message of their own in the session when you objected, the full amount charged is refunded automatically.
• Ratings: After a completed session you can give the mentor a rating between 1 and 5 and a short comment. The average and the number of ratings are shown to signed-in members on the mentor’s profile and in the mentor directory. Only you, the mentor and, during a review, our administrators see the comment. Only someone who has booked a session with the mentor can leave a rating, one per session, once the session has started and ended, even if no payment was charged. This is how BetweenShift ensures that ratings come from users who have booked and started a session with the mentor.
• Mentor directory: In the default order, mentors who became mentors in the last 30 days are shown first, followed by mentors who can be booked. Mentors who are equal in both steps are shown in a random order that changes every day. No one can pay for a better placement. You can instead sort by rating or price.

8. Right of withdrawal, cancellation and closing your account

The subscription is sold by Apple or Google, and the right of withdrawal and refunds for the purchase are handled by them under their terms. You can cancel a booked mentor session at no cost until it has started. After that, the rules in section 7 apply. You cancel the subscription in your app store settings. Closing your BetweenShift account does not cancel a subscription in the App Store or Google Play.

You can close your account at any time, except while you have a mentor session that has not ended, an ended session whose payment has not gone through, an open objection or a paid session that ended less than 7 days ago. You can then delete the account once the session is finished and the period for objections has passed; a session that has not started can be cancelled right away. A failed payment holds the deletion until it is paid or has been written off after 14 days, and a written-off payment does not hold it. If you are a mentor, you can instead give up clients’ unpaid payments to delete your account (see the mentor terms). Your user-generated data is deleted when the account is deleted, with the exceptions stated in the privacy policy. If a post or reply you wrote has replies from others, it remains as “This post was deleted”, without text, image or name, so that other people’s replies remain.

9. Limitation of liability, changes and other matters

BetweenShift provides a platform and is not responsible for professional or medical decisions made on the basis of content on the platform. Swedish law applies to these terms. Disputes are heard by a Swedish court or by the Swedish National Board for Consumer Disputes (ARN).

Changes: When we change the terms or the privacy policy in a way that requires your acceptance, the app shows the new version the next time you open it, and you need to accept it to continue using the app. Until then you can still export your data, delete your account and withdraw consents. If you do not want to accept, you can sign out, cancel the subscription in your app store and email [email protected] to obtain or delete your data.