Terms & Conditions

New Nörm Mental Health Centre

Effective Date: 01.10.2026
Last Updated: 01.10.2026

1. Introduction

Welcome to New Nörm Mental Health Centre.

New Nörm combines psychological expertise, scientific research, and innovative technology to help people better understand themselves and care for their mental well-being.

These Terms & Conditions ("Terms") govern the use of the New Nörm Mental Health Centre website, appointment booking services, Psychological Check-ups, psychological counselling programmes, and other services provided by the Centre.

By booking or purchasing a service, you agree to these Terms and any additional service-specific conditions disclosed before your purchase.

Please read these Terms carefully.

2. Service Provider

Service Provider: Sestive Inc.
Brand: New Nörm Mental Health Centre
Location: Yerevan, Republic of Armenia
Website: https://newnorm.app
Customer Support: support@newnorm.app
Privacy Contact: privacy@newnorm.app

New Nörm Mental Health Centre operates as part of the New Nörm psychological well-being and technology ecosystem.

For the purposes of these Terms, "New Nörm," "we," "our," and "us" refer to Sestive Inc. in its capacity as the provider of the relevant Centre services.

3. Scope of Services

New Nörm provides psychological assessment, counselling, structured psychological support, and technology-assisted mental well-being services.

Available services may include:

• New Nörm Psychological Check-up
• Individual psychological counselling
• Structured counselling and therapy packages
• Personalised psychological reports and recommendations
• Mind Graph and other psychological assessment tools
• AI-assisted psychological reflection and support
• Other psychological services offered by the Centre

The content, duration, price, and conditions of a particular service will be communicated before purchase.

The Centre's psychological counselling services are not intended to replace psychiatric treatment, emergency intervention, or medical diagnosis.

Where a client's needs fall outside the Centre's professional scope, an appropriate referral may be recommended.

4. New Nörm Psychological Check-up

The New Nörm Psychological Check-up is an introductory psychological assessment intended to help individuals better understand their psychological patterns, emotional experiences, and personal needs.

Depending on the service format, it may include:

• An introductory conversation with psychological professionals
• Standardised psychological questionnaires
• Personalised psychological assessment
• A New Nörm Psychological Profile
• Mind Graph visualisations and insights
• Individual recommendations and suggested next steps

The standard Check-up format is designed as an approximately 60-minute introductory assessment, unless a different duration is displayed at booking.

Following the Check-up, the client may receive recommendations concerning further counselling, self-guided support, combined professional and digital support, or other appropriate next steps.

The Check-up does not automatically require the client to purchase additional services.

The Psychological Check-up is a separately paid service unless expressly included in another offer.

Its applicable price will be displayed before booking confirmation.

5. Psychological Counselling and Therapy Programmes

New Nörm offers structured psychological counselling programmes based on individual needs and professional recommendations.

Following the Psychological Check-up, a professional may recommend a programme of 4, 8, or 12 sessions.

Counselling is generally scheduled once per week, although different arrangements may be professionally recommended and mutually agreed.

Structured programmes are ordinarily designed for a maximum of 12 consecutive weeks before further professional reassessment.

The counselling programme may be reviewed or adjusted based on the client's circumstances, progress, and professional judgement.

The purchase of a package does not guarantee a specific psychological outcome.

Clients may decide not to begin or continue counselling, subject to applicable payment and termination terms.

6. Assignment of Psychological Professionals

New Nörm assigns psychological professionals based on assessment findings, individual needs, professional expertise, and availability.

Clients do not directly select a therapist through the standard booking process.

This approach is designed to support appropriate professional matching and continuity.

If a client has concerns about the assigned professional or the therapeutic relationship, they may contact New Nörm to request a review.

Requests for reassignment will be considered in good faith, subject to professional suitability and availability.

A specific therapist or reassignment cannot be guaranteed.

7. Eligibility and Client Information

Clients are responsible for providing information that is accurate to the best of their knowledge and relevant to the services requested.

Initial enquiries and booking requests may be available without full identification.

Additional identity or contact information may be required before professional services are provided.

New Nörm's services are primarily intended for adults.

Where services are offered to minors, additional eligibility, consent, and legal-representative requirements may apply.

The Centre may recommend alternative professional support when a requested service is outside its available professional expertise or scope.

8. Booking and Appointment Confirmation

Appointments may be requested through the New Nörm website, authorised digital platforms, or directly through the Centre.

A booking is confirmed only when New Nörm provides confirmation.

Submitting an appointment request does not itself guarantee an available time.

Clients are responsible for reviewing booking details and notifying the Centre of errors or required changes.

Appointment confirmations may contain additional information about location, preparation, timing, payment, or other practical requirements.

Any service-specific terms that materially affect price, cancellation, or delivery must be disclosed before booking or payment.

9. Prices and Payments

New Nörm displays applicable prices before purchase.

The Psychological Check-up is charged separately unless otherwise expressly stated.

The proposed standard psychological counselling packages are:

Therapy packages are payable in advance unless alternative payment terms are expressly agreed.

Payments are made in Armenian drams (AMD) unless another currency is specifically offered.

Any applicable taxes, transaction charges, discounts, or promotional conditions will be disclosed before payment.

New Nörm may change prices for future purchases.

A price change does not automatically affect an already confirmed and paid package.

10. Appointment Rescheduling

Proposed standard rule: At least 24 hours' notice.

Clients may reschedule an appointment without a rescheduling charge by requesting the change at least 24 hours before the scheduled appointment time.

Requests must be communicated through an authorised Centre communication channel and are subject to appointment availability.

A request made less than 24 hours before the appointment is treated as a late-rescheduling request.

Late-rescheduling requests will be considered individually, but the proposed late-cancellation conditions described in Section 11 may apply.

The 24-hour period is calculated backwards from the scheduled appointment start time in Yerevan local time.

If New Nörm needs to reschedule an appointment, the client will be offered an alternative appointment, subject to mutual agreement.

Any refund rights arising from a Centre-initiated cancellation remain subject to applicable law.

11. Late Cancellation and No-Shows

Proposed standard rule: A charge equal to one full scheduled session.

A cancellation made less than 24 hours before the scheduled appointment is considered a late cancellation.

A client who does not attend a confirmed appointment without cancelling is considered a no-show.

Subject to applicable law and enforceable contractual conditions, New Nörm proposes the following:

• A late cancellation may result in a charge equal to the full price of the scheduled session.
• A no-show may result in a charge equal to the full price of the scheduled session.
• Where the session forms part of a prepaid package, the corresponding session may be treated as used, subject to applicable law.
• Where the appointment was purchased separately, an applicable charge may be deducted from the prepaid amount or otherwise settled in accordance with the agreed payment conditions.

For the Psychological Check-up, any applicable late-cancellation charge must be based on the separately disclosed Check-up price and the conditions accepted at booking.

Exceptional circumstances may be reviewed individually.

No charge will apply where prohibited by mandatory law.

This section does not restrict the client's statutory right to terminate a paid-service agreement or impose charges that are not legally recoverable.

12. Therapy Package Cancellation and Refunds

Clients may discontinue psychological counselling and request termination of a prepaid package.

The client is not required to continue psychological services against their wishes.

Where a package is terminated before all sessions have been delivered, the applicable settlement will take into account:

• Services already provided
• Actual expenses incurred by New Nörm that are legally recoverable
• Any amounts already paid
• Applicable mandatory consumer and contract law

The amount paid for a package will not automatically be treated as entirely non-refundable.

The value attributable to completed sessions and the treatment of any applicable package discount must be assessed under the agreement and applicable law.

New Nörm will not automatically reprice previously completed sessions at a higher standalone rate unless that adjustment was validly agreed and is legally enforceable.

Where a refund is due, New Nörm will provide an explanation of the calculation and arrange the refund in accordance with applicable law and payment-provider requirements.

Refund requests should be submitted to support@newnorm.app.

13. Package Scheduling, Pauses, and Unused Sessions

Therapy packages are designed around a structured counselling programme.

The expected duration, appointment frequency, and session schedule will be communicated as part of the agreed programme.

Clients should inform New Nörm promptly if they need to pause or modify their appointments.

Requests to pause or extend a programme will be reviewed in light of professional recommendations and appointment availability.

Unused sessions are not automatically forfeited merely because the client discontinues a package.

Their treatment is governed by the agreed service conditions and applicable law, including the refund and termination provisions described above.

Any additional package expiry or pause rules must be disclosed before purchase.

14. New Nörm Application and Digital Services

New Nörm's digital ecosystem may complement psychological services provided at the Centre.

Digital services may include:

• New Nörm application
• New Nörm Pro
• Mind Graph
• AI-supported self-reflection tools
• Psychological assessments and personal insights

Application subscriptions are purchased separately from therapy packages unless a specific offer expressly states that access is included.

Purchasing a Psychological Check-up or therapy package does not automatically include a paid New Nörm app subscription.

Where access is included as part of an offer, the relevant access period, features, and conditions will be disclosed before purchase.

Digital services may be governed by additional platform terms and privacy notices.

The use of digital tools does not entitle clients to unlimited professional consultations or emergency assistance.

15. AI-Supported Psychological Services

New Nörm's approach, known as the Triadic Modality, integrates the individual, psychological professionals, and AI-supported technology.

AI features may help generate psychological insights, identify patterns, support continuity, and facilitate personal reflection.

Relevant psychological information may be processed by authorised AI systems as described in our Privacy Policy.

AI-generated observations are intended to support personal understanding and professional practice.

They may be incomplete or inaccurate and should not be treated as independent medical or psychiatric diagnoses.

New Nörm's technology does not replace qualified professional judgement.

Clients will receive relevant information about AI-assisted processing and any required consent procedures.

16. Privacy and Confidentiality

New Nörm respects the confidential nature of psychological services.

Personal information, assessment results, and counselling-related information are handled according to applicable law and the New Nörm Privacy Policy.

Information may be accessible to authorised professionals and relevant digital systems where necessary and legally permitted.

New Nörm does not automatically share individual psychological records with employers, insurers, family members, or unrelated third parties.

Confidentiality may be subject to legally recognised exceptions.

Clients are encouraged to review our Privacy Policy before booking.

Privacy Policy: Available through the New Nörm website.
Privacy Contact: privacy@newnorm.app

17. Session Recording and Transcription

Psychological sessions may be recorded or transcribed only with separate, appropriate consent, unless otherwise expressly permitted or required by law.

Before obtaining consent, New Nörm will explain the purpose, type of recording, relevant access arrangements, AI processing where applicable, and applicable retention conditions.

Consent to optional recording is distinct from consent to receive psychological services.

Declining optional recording does not automatically prevent a client from receiving counselling.

Clients may not record or distribute sessions involving Centre professionals without appropriate consent and legal authorisation.

18. Scientific Research

New Nörm supports scientific research concerning psychological well-being, therapeutic approaches, and the integration of AI into mental health services.

Optional research participation is separate from ordinary psychological services.

Where research participation requires consent, clients will be presented with a separate study-specific informed consent process.

Declining optional research participation will not affect eligibility for ordinary psychological services.

Research activities may be governed by additional study-specific terms and disclosures.

19. Client Responsibilities and Respectful Conduct

Clients are expected to interact respectfully with New Nörm professionals, staff, and other visitors.

Clients should:

• Provide accurate information to the best of their knowledge
• Respect agreed appointment arrangements
• Communicate concerns relevant to their experience
• Respect the privacy of other clients
• Avoid threatening, abusive, discriminatory, or harassing behaviour
• Follow reasonable safety and conduct requirements

Where serious conduct concerns arise, New Nörm may consider appropriate service restrictions or termination, subject to professional obligations, applicable law, and the client's circumstances.

20. Professional Standards and No Guaranteed Outcomes

New Nörm aims to provide professionally appropriate, evidence-informed psychological services.

Psychological counselling is an individual process, and outcomes vary.

We do not guarantee:

• A specific psychological improvement
• Resolution of a particular concern
• A predetermined outcome within a fixed number of sessions
• That an individual will require or benefit from a particular therapy package

Psychological assessments and AI-generated insights are intended to inform understanding and recommendations, not guarantee results.

Nothing in these Terms limits any applicable legal responsibility for the quality or professional provision of services.

21. Emergencies and Crisis Situations

New Nörm Mental Health Centre is not an emergency response service.

Standard appointment services, website enquiries, and New Nörm AI-supported tools do not provide continuously monitored emergency intervention.

If you or another person is in immediate danger, contact the appropriate local emergency services or seek urgent professional assistance.

Do not rely on routine appointment requests, digital messages, or AI interactions for immediate crisis intervention.

22. Service Availability and Changes

New Nörm seeks to provide reliable and appropriately scheduled services.

However, appointment availability, personnel, technical systems, and service formats may change.

Where New Nörm cancels an appointment, it will offer reasonable rescheduling options or other remedies required by law.

The Centre may change its future services or pricing.

Such changes do not automatically alter existing contractual obligations.

23. Intellectual Property

The New Nörm name, branding, website materials, software, Mind Graph, proprietary technologies, methodologies, and related intellectual property belong to Sestive Inc. or their respective rights holders.

Clients may use materials provided through the services for authorised personal purposes.

Unauthorised commercial reproduction, distribution, or exploitation is prohibited, subject to applicable law.

Clients retain any applicable rights concerning their personal information and original content.

24. Responsibility and Liability

New Nörm is responsible for performing its contractual and legal obligations in accordance with applicable law.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.

New Nörm does not guarantee uninterrupted availability of all digital services.

Where digital interruptions or service failures occur, the parties' rights and remedies will be determined by the relevant agreement and applicable law.

These Terms do not remove liability for professional negligence, unlawful conduct, or other matters for which liability cannot legally be excluded.

25. Complaints and Dispute Resolution

If you have concerns about appointments, payments, service delivery, or your experience at New Nörm, please contact:

support@newnorm.app

We aim to consider complaints fairly and seek appropriate solutions.

Where a complaint cannot be resolved directly, clients may pursue remedies through the competent authorities, courts, or other legally available procedures.

26. Governing Law

These Terms are governed by the laws of the Republic of Armenia in relation to psychological services delivered through New Nörm Mental Health Centre in Armenia, subject to any other mandatory laws that may apply.

Disputes shall be addressed through legally competent courts or other available dispute-resolution mechanisms.

Nothing in these Terms limits non-waivable statutory or consumer rights.

27. Changes to These Terms

New Nörm may update these Terms to reflect changes in services, operational practices, technology, or applicable legislation.

Updated Terms will be made available on the website with their applicable revision date.

Changes will not automatically or retroactively alter existing service agreements where further agreement or notice is legally required.

28. Contact Information

New Nörm Mental Health Centre

Service Provider: Sestive Inc.
Location: Yerevan, Republic of Armenia
Website: https://newnorm.app
Customer Support: support@newnorm.app
Privacy Enquiries: privacy@newnorm.app

New Nörm — A new way to understand yourself and care for your mental well-being.