Terms & Conditions

1. Introduction

These Terms & Conditions ("Terms") are an agreement between you and InnerWhispers Wellness LLP, Warangal, Telangana, India ("InnerWhispers", "we", "us"). They apply when you visit innerwhispers.in, create an account, take a self-check or assessment, book or attend a session, join a programme, event or community, or use any of our resources.

By using our services, you accept these Terms, our Privacy Policy and our Refund Policy. If you do not agree, please do not use our services. Some services, such as sessions, also ask for your consent for treatment.

2. Our services

InnerWhispers provides:

• Psychiatric consultations with qualified psychiatrists, online and in person.
• Therapy and counselling with psychologists and counsellors.
• Assessments: free online self-checks, paid online assessments, and assessments done with a professional in a booked session.
• Peer support calls with trained peer supporters who have lived experience. Peer supporters are not therapists or doctors, and peer support is not treatment.
• Programmes, workshops, events and the NAU community.
• Information and self-care resources such as blogs and articles.

Our professionals use their independent clinical judgement. We support your wellbeing, but we cannot guarantee any particular outcome, and some situations need care we don't provide (see section 3). Information on our website is general and is not a substitute for advice about your own situation.

3. Not an emergency service

InnerWhispers does not provide emergency services or crisis intervention, and does not handle:

• Suicidal crises or immediate risk of self-harm
• Medical emergencies
• Severe conditions that need hospital care

If you or someone else is in immediate danger, call 112, go to the nearest hospital, or call Tele-MANAS, free and open 24/7, on 14416. If a professional believes you are at serious risk during a session, they may contact emergency services or someone you have named to keep you safe.

4. Eligibility

• You must be 18 or older to book and use our services on your own.
• Young people under 18 can use consultations and therapy only with the consent and involvement of a parent or legal guardian, who books on their behalf and may need to attend. Peer support calls and online assessments are for adults.
• You must give accurate, complete and truthful information, including about your health, and keep it up to date.
• If you book for someone else, you confirm that you have their permission (or are their legal guardian).

5. Your account

If you create an account, keep your login details private and tell us straight away if you think someone else has used it. You are responsible for activity on your account. We confirm email addresses with a one-time code, and we may suspend an account that appears to be misused.

6. Booking and appointments

6.1 Confirmation

Your appointment is confirmed only after successful online payment. You will receive a confirmation with your booking details by email. Please check them, and contact us if anything is wrong.

6.2 Online sessions

All online consultations and sessions take place on Google Meet. Your private link is sent after confirmation. Please don't share it.

6.3 In-person sessions

In-person consultations are held at Pasunooti Neuro & Multi-Speciality Care, Desaipet, Warangal, Monday to Friday, 5:00 PM to 9:00 PM. Please arrive 10 minutes early.

6.4 Timing

Sessions start and end at the booked time. If you join late, the session still ends on time and the full fee applies. If we are late or need to move your session, we will offer a new time or a full refund (see section 8).

6.5 Booking with a particular professional

We do our best to keep you with the professional you chose. If they become unavailable, we will offer another suitable professional, a new time, or a refund. You choose.

7. Payments and pricing

• All payments are made online through our payment gateway (Razorpay). We do not store your card or bank details.
• Prices are shown in Indian Rupees and include any applicable taxes unless stated otherwise.
• We may change our prices from time to time. A change never affects a session or assessment you have already paid for.
• Coupons and offers apply only as described, can't be exchanged for cash, and may be withdrawn at any time.
• We are not responsible for failures caused by your bank, card issuer or network. If you are charged but your booking isn't confirmed, contact us and we will confirm it or refund you in full.

8. Cancellations and refunds

The full details are in our Refund Policy. In short:

8.1 If you cancel or reschedule

• You can cancel or reschedule if 12 hours or more remain before your session.
• Eligible refunds are processed within 7 to 10 working days to your original payment method.
• Rescheduling depends on your professional's availability.

8.2 When payments are not refundable

• Cancelling within 12 hours of your session
• Not attending (no-show)
• Joining late, which shortens your session
• Poor network or device problems on your side

8.3 If we cancel

If we cancel, or a session can't take place because of a problem on our side, you can choose a new time or a full refund.

8.4 Online assessments

A paid online assessment is for one attempt. Once you have started it, it can't be refunded. If you paid but the assessment didn't open or didn't work because of a problem on our side, we will restore your attempt or refund you.

9. Online assessments and self-checks

• Our online self-checks and paid assessments use published, research-based questionnaires. They are screening tools, not a diagnosis. Only a qualified professional can diagnose a condition.
• Results depend on the answers you give. Answer honestly, and talk to a professional if a result worries you or doesn't match how you feel.
• Some questions may bring up difficult feelings. You can stop at any time. If you feel unsafe, use the crisis numbers in section 3.
• Each paid assessment covers one attempt by you. Passes are personal and can't be transferred or resold.
• Questionnaires belong to their authors and are used under their published terms. Your report is for your personal use and for sharing with your own professionals.

10. Online sessions and prescriptions

• Online consultations follow India's Telemedicine Practice Guidelines, 2020. Your professional will confirm your identity, and may ask for a parent or guardian for younger clients.
• Your professional decides whether an online session is suitable. They may ask you to attend in person, to have tests, or to see another specialist.
• Psychiatrists prescribe medicines only when clinically appropriate and only within the rules for online prescribing. Some medicines can't be prescribed online.
• Psychologists, counsellors and peer supporters do not prescribe medicines.

11. Your responsibilities

When you use our services, you agree to:

• Give accurate personal and medical information, including current medicines and health conditions.
• Use your own device, a stable internet connection and a private, quiet place for online sessions.
• Join on time, and be in a safe state to take part (for example, not under the influence of alcohol or drugs).
• Communicate respectfully with our professionals and team.
• Not record, photograph, screenshot, share or publish any session or its content without written permission from everyone involved.
• Follow the advice you agree to, and tell your professional if something isn't working.
• Not misuse our website, for example by trying to break its security, scraping it, or using it to send spam.

12. Professional boundaries

Our psychiatrists, psychologists, counsellors and peer supporters maintain professional and ethical boundaries at all times. Contact happens only through InnerWhispers channels and for your care.

Inappropriate behaviour, harassment, threats, discrimination or any breach of boundaries may lead to services being ended without a refund. A professional may also decline or stop working with you, or refer you elsewhere, if needed for safety, ethical, clinical or legal reasons. If that happens, we will help you find suitable care where we can.

13. Confidentiality and privacy

What you share in sessions is confidential. We do not disclose it to anyone outside your care team, except:

• With your written consent
• When required by law or a court order
• When there is a serious risk of harm to you or to someone else

How we collect, use, protect and keep your information, and your rights over it, are set out in our Privacy Policy.

14. Community guidelines (NAU and other groups)

When you join any InnerWhispers community, group or event, you agree to:

• Be respectful and kind.
• Keep what others share confidential, and never share their personal details outside the group.
• Not share harmful, triggering, graphic or unethical content.
• Not promote self-harm, hate speech, harassment, discrimination or illegal activity.
• Not advertise, sell or recruit without our permission.

Breaking these guidelines may lead to removal from the community. Community spaces offer peer connection, not professional treatment.

15. Content and intellectual property

All content on our website and in our services, including text, blogs, graphics, logos, session materials, worksheets and resources, belongs to InnerWhispers or is used with permission. Without our written permission, you may not reproduce, distribute, sell, modify or publish it.

You may view and print content for your own personal, non-commercial use. Published questionnaires remain the property of their authors. Links to other websites are provided for convenience; we are not responsible for their content or practices.

16. Limitation of liability

To the extent permitted by law, InnerWhispers is not responsible for:

• Technical problems beyond our reasonable control, including outages of third-party services such as Google Meet or the payment gateway.
• Disruptions caused by your network, device or surroundings.
• Decisions made by relying on general website content or self-check results without consulting a professional.
• Distress that may arise from reflecting on difficult topics in self-checks or resources.

Our services are supportive and we take great care, but we cannot guarantee specific outcomes. Where we are found liable, our total liability is limited to the amount you paid for the specific service concerned. Nothing in these Terms limits liability that cannot be limited under Indian law, or your rights as a consumer.

17. Indemnity

You agree to compensate InnerWhispers for losses or claims caused by your misuse of our services, breach of these Terms, or violation of someone else's rights, for example by recording or publishing a session without consent.

18. Suspension and termination

You can stop using our services at any time. We may suspend or end your access if you seriously or repeatedly break these Terms, if your safety or others' requires it, or if the law requires it. Ending access doesn't affect rights or obligations that already exist, including confidentiality and record-keeping.

19. Governing law and disputes

These Terms are governed by the laws of India. If you have a complaint, please contact us first (see section 22). We will try to resolve it fairly and quickly. If we can't resolve it, the courts at Warangal, Telangana have jurisdiction, without affecting your right to approach a consumer commission under the Consumer Protection Act, 2019.

20. General

• Events beyond our control: we are not responsible for delays or failures caused by events we cannot reasonably control, such as natural disasters, power or internet outages, or government action. We will reschedule or refund affected sessions.
• Severability: if any part of these Terms is found invalid, the rest still applies.
• No waiver: if we don't enforce a term straight away, we can still enforce it later.
• Whole agreement: these Terms, with our Privacy Policy, Refund Policy and any consent you give for treatment, are the whole agreement between us about our services.

21. Changes to these terms

We may update these Terms as our services or the law change. We will post the new version here with a new "Last updated" date, and tell you about significant changes by email or on the website. Changes never apply to sessions you have already paid for. If you keep using our services after a change, the updated Terms apply.

22. Contact and grievances

For questions about our services, bookings, refunds or these Terms:

We acknowledge complaints within 2 working days and aim to resolve them within 30 days.