Terms & Conditions

These Terms & Conditions ("Terms") are a legally binding agreement between you and Mindcarter, an organisational psychology consulting practice based in Thiruvananthapuram, Kerala, India. They apply when you visit our website, create an account, book a session, or use any part of our portals.

By using our services you confirm that you accept these Terms and our Privacy Policy. If you do not accept them, please do not use the services. These Terms are published as an electronic record under the Information Technology Act, 2000 and do not require a physical signature.

Writing about a crisis in a journal entry, a support ticket or an email does not alert anyone immediately. Please use the numbers above.

You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872 to create an account yourself. Services for a minor are arranged through our intake process with the consent of a parent or lawful guardian, who accepts these Terms on the minor's behalf.

Our services are offered in India. If you access them from elsewhere, you do so on your own initiative and are responsible for compliance with your local law; our clinicians practise under Indian professional regulation and may not be licensed in your jurisdiction.

Depending on what you book, Mindcarter provides psychological counselling and therapy, psychometric assessment, executive coaching, and organisational and corporate wellness consulting, delivered by video, telephone or in person.

• Our practitioners are psychologists and consultants, not medical doctors. They do not diagnose physical illness, do not prescribe medication, and cannot issue medical certificates or prescriptions.
• Where your needs fall outside our scope — for example, where psychiatric treatment or medication may be appropriate — we will tell you and, where possible, refer you onward.
• Nothing on our website is medical advice. Content on the public site is general information only and is not a substitute for a consultation.
• We do not guarantee any particular clinical outcome. Therapy and coaching depend on many factors, including your own participation.

• You must give accurate information when you register and keep it current — including your emergency contact, which we may need to use.
• You are responsible for keeping your password and device secure and for activity that happens under your account.
• Do not share your login. If you believe your account has been compromised, tell us immediately so we can revoke your sessions.
• We may verify your email address with a one-time code before enabling certain features.

• A booking is confirmed once it appears as scheduled in your portal and you receive a confirmation email. A booking request alone does not reserve a slot.
• For video sessions, a meeting link is provided in the portal and by email. You are responsible for your own internet connection, device and a private space for the session.
• Please join on time. If you are late, the session will still end at its scheduled time so the next client is not affected.
• If you do not attend and have not cancelled within the notice period, the session is treated as a no-show and is chargeable in full.
• We may need to reschedule a session — for example if your clinician is unwell. We will tell you as soon as we can and offer the earliest alternative or a full refund for that session.
• Recording a session, by either party, is not permitted without the prior written consent of everyone present.

• Fees are shown before you confirm a booking. The fee for a session is the fee displayed at the time you book it.
• All fees are in Indian Rupees (INR) and are exclusive of applicable taxes unless stated otherwise. Goods and Services Tax is charged where applicable, and an invoice is issued for every paid session.
• Payment is due as indicated at the time of booking. We may withhold or cancel services where fees remain unpaid.
• We may revise our fees from time to time. A revision never changes the price of a session you have already booked and paid for.

Sessions are reserved time with a clinician, so cancellation terms are necessarily firm. Unless we have agreed otherwise with you in writing:

• Cancelled at least 24 hours before the session — no charge, or a full refund if already paid.
• Cancelled less than 24 hours before the session — the session may be charged in full, at our discretion.
• No-show — charged in full.
• Cancelled by Mindcarter — full refund of that session, or a reschedule at no extra cost, whichever you prefer.

You can cancel or reschedule from your portal, or by contacting us. Refunds are processed to the original payment method within a reasonable period; where a refund requires manual processing, your booking will show as pending refund until it completes. We will always consider genuine emergencies and medical reasons sympathetically.

If your employer sponsors your access, additional terms apply between Mindcarter and your employer, and your eligibility depends on your employer's roster and subscription remaining active. If your employer removes you from the roster or their subscription ends, your sponsored access stops — though your account and your records remain yours.

Your employer receives roster and session-count information only. They never receive clinical content. The exact boundary is set out in our Privacy Policy, and we will not vary it at an employer's request.

When using our services, you agree not to:

• Impersonate anyone, or register using someone else's details.
• Abuse, threaten or harass our clinicians or staff. We will end a session and may close an account for abusive conduct.
• Record, publish or circulate any part of a session, or the personal information of a clinician or another client.
• Attempt to gain unauthorised access to the portals, probe or scan our systems, or interfere with their operation — conduct of this kind is an offence under the Information Technology Act, 2000.
• Upload malicious code, or content that is unlawful, defamatory or infringes someone else's rights.
• Use our services or content to build a competing product, or to train a machine-learning model.

Be honest with your clinician. Withholding relevant information — including medication, diagnoses, or care you are receiving elsewhere — can make the work unsafe or ineffective.

Your clinician keeps professional records of your sessions, as they are required to. These are confidential and handled as described in our Privacy Policy and our Consumer Health Data Notice.

Confidentiality has limits recognised by law. We may disclose information without your consent where there is a serious and imminent risk to your life or safety or to another person's, where a child or vulnerable person may be at risk of harm, or where a court or competent authority lawfully requires it.

You may ask to change clinicians at any time, and either you or Mindcarter may end the therapeutic relationship. Where clinically appropriate we will offer a closing session and a referral.

Psychometric assessments are administered and interpreted by qualified practitioners using licensed instruments. Test materials, item content and scoring keys are the intellectual property of their publishers and cannot be shared with you.

Assessment reports are prepared for the specific purpose and context agreed at the outset and have a limited useful life. They should not be relied on for other purposes — for example, an organisational development report is not a clinical diagnosis, and a Mindcarter report is not a substitute for a statutory medical or disability certification.

Video sessions may run on third-party platforms such as Google Meet, and sign-in may use your Google account. Your use of those tools is also governed by their own terms and privacy policies. We are not responsible for their availability or for failures within those services, though we will help you reschedule if a platform outage disrupts a session.

The Mindcarter name, logo, website, portal software, written material, frameworks and programme content are owned by Mindcarter or its licensors and are protected by Indian copyright and trade mark law. You may use them only as part of using our services.

Content you create — your journal entries, messages and the information in your profile — remains yours. You grant us a limited licence to store and process it solely to provide the services described in these Terms.

We work to keep the portals available, but we do not guarantee uninterrupted or error-free service. Access may be suspended for maintenance, updates or events outside our control. Except as expressly stated in these Terms, and to the extent permitted by law, the website and portals are provided on an "as is" and "as available" basis.

Nothing in these Terms excludes or limits any right you have as a consumer under the Consumer Protection Act, 2019, or any liability that cannot lawfully be excluded — including liability for death or personal injury caused by negligence, or for fraud.

To the fullest extent permitted by law, Mindcarter is not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, data or business opportunity, arising out of your use of our website or services.

Subject to the paragraph above and to the consumer rights preserved in the previous section, our total aggregate liability arising out of or in connection with these Terms is limited to the total fees you paid to Mindcarter in the three months immediately preceding the event giving rise to the claim.

You agree to indemnify Mindcarter against claims, losses and reasonable costs arising from your breach of these Terms or your misuse of the services.

You may close your account at any time by contacting us. We may suspend or close an account where these Terms are breached, where fees remain unpaid, where conduct puts our staff or other clients at risk, or where we are required to by law.

If your account is closed, we retain your records for the periods described in our Privacy Policy, and you may still exercise your data rights.

These Terms are governed by the laws of India. Subject to the paragraph below, the courts at Thiruvananthapuram, Kerala have exclusive jurisdiction over any dispute arising out of them.

If you are a consumer, nothing here affects your right to bring proceedings before a consumer forum having jurisdiction under the Consumer Protection Act, 2019. We would much rather resolve things directly — please contact our grievance officer first, so we have a chance to put it right.

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, complaints about our services or content may be sent to our grievance officer, who will acknowledge your complaint within 48 hours and work to resolve it within the timelines prescribed by law.

We may update these Terms as our services or the law change. The "last updated" date at the top reflects the current version, and material changes will be notified by email or in the portal before they take effect. Continuing to use the services after that means you accept the updated Terms.