Terms & Conditions

1. About These Terms

These terms and conditions (“Terms”) form a legally binding agreement between you (“Client,” “you,” “your”) and JOETER CONSULTING LLP (LLP Identification Number: ACC-6688), operating as ElloMind (“ElloMind,” “we,” “our,” “us”).

These Terms govern your use of the ElloMind website (ellomind.com), all online therapy services, booking systems, communication channels, and any related tools or platforms operated by ElloMind.

By accessing our website or using our services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, do not use our services.

2. Our Services

ElloMind provides therapy sessions with qualified psychologists and therapists. Our services include:

• Individual therapy: One-on-one sessions for adults (18+) addressing anxiety, depression, stress, burnout, relationships, self-esteem, grief, trauma, and other concerns
• Couples therapy: Joint sessions where both partners work with a therapist on communication, trust, conflict, and other relationship concerns. Both partners must be at least 18 years of age
• Teen therapy: Sessions for individuals aged 13 to 18, with parental or guardian consent, addressing academic stress, identity, peer relationships, and emotional wellbeing

All sessions are delivered online via video conferencing or offline (in-person), depending on availability and preference.

3. Eligibility

• You must be at least 18 years old to use our services independently
• Users between 13 and 18 may use our teen therapy services with verified parental or legal guardian consent (see Section 11)
• You must provide accurate and complete information when booking sessions or creating an account
• You must have access to a device with a camera, microphone, and stable internet connection suitable for video calls
• Our services are available to individuals located anywhere in the world, though our therapists are based in India and operate under Indian professional guidelines

4. Accounts

• You are responsible for maintaining the confidentiality of your account credentials
• You must notify us immediately if you suspect unauthorised access to your account
• You may not share your account with others or allow others to use your booking for their own sessions
• We reserve the right to suspend or close accounts that are inactive for more than 24 months
• Account closure does not affect data retained under our data retention policy

5. Booking and Sessions

5.1 How booking works

• Sessions are booked through our online booking system (powered by Zoho) and are subject to therapist availability
• When you book, you agree to pay the listed fee for the session type you selected
• You will receive a confirmation email with session details and a video call link

5.2 Session duration and conduct

• Each session is 50 minutes unless otherwise agreed with your therapist
• If you join late, the session will still end at the scheduled time. Unused time cannot be carried over, extended, or refunded
• You must join from a private, quiet environment where you will not be overheard or interrupted
• Abusive, threatening, or inappropriate behaviour toward your therapist or our staff is not tolerated and may result in immediate termination of the session and your account

5.3 Therapist assignment

• We match you with a therapist based on your stated needs and therapist availability
• You may request a different therapist at any time, and we will accommodate this where possible
• ElloMind reserves the right to reassign your therapist if your assigned therapist becomes unavailable, goes on leave, or if a reassignment is in your best interest

5.4 Intake and consent form

• Before your first session, you are required to complete a separate intake and consent form provided by ElloMind
• This form collects information about your background, presenting concerns, emergency contacts, and your informed consent to participate in therapy
• Sessions cannot begin until the intake and consent form has been completed. If the form is not submitted before your scheduled session, the session may need to be rescheduled

6. Cancellation and Refund Policy

6.1 Cancellations by you

6.2 Cancellations by ElloMind

If we cancel a session due to therapist unavailability or technical issues on our end, you will receive:

• A full refund, or
• The option to reschedule at no additional cost (your choice)

We will make every effort to notify you as early as possible when we need to cancel.

6.3 Session packs

6.4 Refund processing

Approved refunds are processed within 7 to 10 business days and credited to the original payment method. Processing times may vary depending on your bank or payment provider. ElloMind is not responsible for delays caused by your financial institution.

7. Payments

• All fees are listed on our Pricing page and are payable at the time of booking
• Payments are processed through secure, PCI-DSS compliant third-party payment providers. We never store full payment card details on our servers
• Prices are displayed in INR, USD, and GBP. The final amount charged may vary based on exchange rates applied by your bank or payment provider
• We reserve the right to update our pricing at any time. Price changes will not affect sessions already booked and paid for
• All prices are inclusive of applicable taxes unless stated otherwise
• Chargebacks initiated without first contacting us to resolve the issue may result in account suspension

8. Confidentiality

All information shared during therapy sessions is strictly confidential. Your therapist will not disclose session content to anyone without your explicit written consent, except in the following circumstances:

8.1 Exceptions to confidentiality

Your therapist will explain these exceptions during your first session. For details on how we protect your data more broadly, see our Privacy Policy.

9. Scope of Services

9.1 What our services include

• Online or in-person therapy sessions with qualified psychologists and therapists
• Evidence-based therapeutic approaches (CBT, DBT, person-centred therapy, solution-focused therapy, and others as appropriate)
• Ongoing clinical care and progress tracking with your assigned therapist

9.2 What our services do not include

• Emergency or crisis intervention. We are not a crisis service. If you are in immediate danger, contact emergency services (112 in India) or visit our Crisis Helpline page
• Psychiatric medication. Our psychologists cannot prescribe, adjust, or manage medication. If you need medication, we can recommend that you consult a psychiatrist
• Medical diagnosis. While our psychologists can provide clinical impressions and psychological assessments, they do not provide formal medical diagnoses
• Legal, financial, or career advice. Therapy may touch on these topics, but our therapists do not provide professional advice outside their scope of practice
• Guaranteed outcomes. Therapy outcomes depend on many factors. We do not guarantee specific results from therapy sessions

10. Client Responsibilities

By using our services, you agree to:

• Provide accurate personal information and update it if it changes
• Attend scheduled sessions on time or cancel according to our cancellation policy
• Participate in therapy in good faith and communicate openly with your therapist about your needs, concerns, and feedback
• Ensure you have a private, quiet environment and a stable internet connection for your sessions
• Not record sessions (audio or video) without written consent from all parties (see Section 16)
• Not use our services for any unlawful purpose
• Inform your therapist if you are receiving treatment from other mental health professionals
• Follow through on safety plans if you and your therapist create one together

11. Minor Protection Policy

11.1 Scope

This policy applies to all therapy services provided to individuals under 18 years of age (“minors”). ElloMind is committed to the safety, wellbeing, and protection of every minor who uses our services, in accordance with Indian law and international best practices.

11.2 Consent and verification

• Written parental or legal guardian consent is required before a minor can begin therapy
• The consenting parent or guardian must provide government-issued identification and confirm their legal relationship to the minor
• The minor must also assent to participating in therapy. If a minor does not wish to participate, therapy will not proceed

11.3 Parental involvement

• Parents or guardians receive general progress updates, including broad themes discussed and the therapist's overall assessment of progress
• Specific session content (what the minor said, specific topics discussed) is not shared with parents unless the minor consents or there is a safety concern
• The therapist may invite parents to join specific sessions if they believe it would benefit the minor. The minor will be informed in advance

11.4 Mandatory reporting obligations

Our therapists are legally and ethically obligated to report suspected abuse, neglect, or exploitation of minors to the appropriate authorities under Indian law. This includes reporting under:

• Protection of Children from Sexual Offences (POCSO) Act, 2012 and POCSO Rules, 2020
• Juvenile Justice (Care and Protection of Children) Act, 2015 and JJ Rules, 2016
• Indian Penal Code (sections related to harm against children)

When a report is required by law, we will make every effort to inform the parent or guardian, unless doing so would endanger the minor or compromise an investigation.

11.5 Safety measures

• All therapists working with minors hold qualifications relevant to child and adolescent psychology
• Sessions with minors are documented with additional safeguards, including detailed safety assessments
• Any concern about a minor's safety is escalated immediately to ElloMind's clinical lead and, where required, to the appropriate authorities
• We maintain a zero-tolerance policy toward any form of abuse, exploitation, or inappropriate conduct involving minors

11.6 Data protection for minors

Minor data receives additional protection. See our Privacy Policy (Section 12) for details on how we collect, store, and retain data for users under 18.

12. Clinical Reporting Policy

12.1 Clinical records

Therapists maintain clinical records for each client. These records may include:

• Initial assessment and presenting concerns
• Session notes and observations
• Treatment plans and therapeutic goals
• Progress notes and outcome measures
• Risk assessments and safety plans
• Communication logs (emails, messages related to care)

Records are stored securely in encrypted systems. Access is restricted to the assigned therapist and, when strictly necessary, authorised administrative staff.

12.2 Requesting clinical information

• You may request a clinical summary prepared by your therapist at any time. This summary provides an overview of your therapeutic journey without including detailed session notes
• Requests must be submitted in writing to info@ellomind.com
• Clinical summaries will be prepared and released within 14 business days of a valid request
• ElloMind may charge a reasonable fee for preparing detailed clinical reports (we will inform you of any fee before proceeding)
• For minors, the parent or guardian may request records, subject to the therapist's professional judgement about the minor's best interests
• If you are transferring to another professional and require your clinical records to be shared, we will send them directly to the receiving professional's official email upon your written request and consent

12.3 Third-party requests

• Clinical records may only be shared with third parties (e.g., another healthcare provider, employer, insurer) with your explicit written consent
• You may specify what information to share and with whom
• Third-party disclosures are documented in your clinical record

12.4 Legal requests for records

If we receive a legal request for your clinical records (such as a court order or subpoena), we will:

• Notify you before releasing any information, unless we are legally prohibited from doing so
• Release only the minimum information required by the legal request
• Seek legal advice where appropriate to protect your interests

12.5 Record retention

Clinical records are retained according to our data retention schedule. After the retention period, records are securely destroyed.

13. Information Security Policy

13.1 Our commitment

ElloMind is committed to protecting the confidentiality, integrity, and availability of all personal and clinical data entrusted to us. This section outlines the security measures we implement across our platform and operations.

13.2 Technical safeguards

• Encryption in transit: All data transmitted between your device and our servers is encrypted using HTTPS/TLS protocols
• Encryption at rest: Sensitive data stored in our systems is encrypted using industry-standard encryption algorithms
• Content Security Policy: CSP headers are implemented to prevent cross-site scripting (XSS) and other injection attacks
• Payment security: Payment processing is handled by PCI-DSS compliant providers. We never store full card numbers on our servers
• Video session security: Therapy sessions are conducted through encrypted video platforms
• Vulnerability management: Regular security assessments and vulnerability testing are conducted

13.3 Organisational safeguards

• Access control: Role-based access ensures that personnel can only access data necessary for their role
• Confidentiality agreements: All staff, therapists, and contractors sign binding confidentiality agreements
• Training: Security awareness training is provided to all personnel with access to personal data
• Third-party vetting: Service providers with access to personal data must meet our security standards and sign data processing agreements
• Regular audits: Access permissions and security practices are reviewed regularly

13.4 Incident response

In the event of a security incident, ElloMind will:

• Immediately investigate and contain the incident
• Notify affected individuals within 72 hours with details about what happened, what data was affected, and what steps to take
• Report to relevant authorities as required by the DPDP Act, the IT Act, and other applicable law
• Implement corrective actions to prevent recurrence
• Maintain a documented incident log for accountability and regulatory compliance

See also our Data Breach Notification section in the Privacy Policy.

14. Data Protection

14.1 Your rights

You have specific rights regarding your personal data. For a complete list of your rights and how to exercise them, see Section 10 of our Privacy Policy.

14.2 Right to use data

By using our services, you grant ElloMind the right to collect, process, and use your data as described in our Privacy Policy and these Terms. This includes data necessary for:

• Providing therapy services and managing your care
• Improving our platform, website, and service delivery
• Communicating with you about your sessions and account
• Complying with legal and regulatory requirements

14.3 Data portability

You have the right to request a copy of your personal data in a structured, commonly used, machine-readable format. Requests can be submitted to info@ellomind.com and will be fulfilled within 30 days.

15. Marketing, Communications, and AI

15.1 Marketing communications

By providing your contact information, you consent to receive communications from ElloMind, including:

• Session reminders and booking confirmations
• Service updates and important account notifications
• Promotional offers and educational content about mental health (marketing)

You can unsubscribe from marketing communications at any time by clicking the unsubscribe link in any email or contacting us at info@ellomind.com. Service-related communications (session reminders, account notifications) cannot be opted out of while your account is active.

15.2 Advertising

We may use anonymised, aggregated data for advertising purposes, including retargeting campaigns through Meta (Facebook/Instagram) and Google. No personally identifiable therapy-related information is ever used in advertising.

For details on tracking technologies and how to opt out, see Section 9 of our Privacy Policy.

15.3 Use of AI tools

ElloMind may use AI-powered tools in the following areas:

16. Recording Policy

16.1 ElloMind recording

• ElloMind may record therapy sessions using AI-powered tools for clinical documentation, transcription, and quality assurance purposes
• Session recording will only take place with your prior informed consent, obtained through the intake and consent form or a separate recording consent
• Recorded content and transcripts are stored securely, treated as clinical records, and are subject to the same confidentiality protections described in Section 8 and Section 12
• You may withdraw consent for recording at any time by informing your therapist before or during a session

16.2 Client recording

• Clients may not record sessions (audio, video, or screenshots) without the prior written consent of the therapist and ElloMind
• Unauthorised recording may result in immediate termination of services and may have legal consequences

17. Intellectual Property

All content on the ElloMind website, including text, graphics, logos, designs, software, therapeutic materials, and educational resources, is the property of JOETER CONSULTING LLP or its licensors and is protected by Indian and international intellectual property laws.

• You may not reproduce, distribute, modify, create derivative works from, publicly display, or commercially use our content without our written permission
• Therapeutic worksheets, exercises, or materials provided during your sessions are for your personal use only
• You retain ownership of any personal content you submit to us (messages, feedback, form submissions), but grant us a licence to use it for providing and improving our services

18. Professional Standards and Ethics

All ElloMind therapists:

• Are qualified psychologists or therapists with relevant professional credentials
• Hold postgraduate qualifications in clinical psychology, counselling psychology, or related fields from recognised institutions
• Adhere to applicable ethical guidelines and professional standards
• Participate in ongoing professional development and supervision
• Maintain appropriate professional boundaries with all clients
• Practice within their scope of competence and refer to other professionals (e.g., psychiatrists, medical doctors) when appropriate

If you have concerns about the professional conduct of your therapist, contact us immediately at info@ellomind.com. We take all ethical complaints seriously and will investigate promptly.

19. Limitation of Liability

To the fullest extent permitted by applicable law:

• ElloMind provides therapy services on an “as is” and “as available” basis. We do not guarantee specific outcomes from therapy
• Our total aggregate liability for any and all claims arising from our services shall not exceed the total amount you paid to ElloMind in the 12 months preceding the claim
• We are not liable for indirect, incidental, consequential, special, or punitive damages, including loss of data, loss of income, or emotional distress beyond what is directly caused by our gross negligence
• We are not liable for service interruptions caused by circumstances beyond our reasonable control (see Section 23)
• We are not liable for decisions you make based on discussions in therapy
• We are not liable for unauthorised access to your account resulting from your failure to maintain the security of your login credentials

Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law, including liability for fraud, gross negligence, or wilful misconduct.

20. Indemnification

You agree to indemnify, defend, and hold harmless ElloMind, JOETER CONSULTING LLP, its officers, directors, employees, therapists, contractors, and agents from and against any claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from:

• Your use of our services in violation of these Terms
• Your violation of any applicable law or the rights of a third party
• Any content or information you provide to us that is false, misleading, or infringes on third-party rights
• Unauthorised recording or distribution of session content

21. Termination

21.1 Termination by you

You may stop using our services at any time. Unused session packs are subject to the refund policy in Section 6.

21.2 Termination by ElloMind

We reserve the right to suspend or terminate your access to our services if:

• You violate these Terms
• You engage in abusive, threatening, harassing, or inappropriate behaviour toward our therapists or staff
• You use our services for any unlawful purpose
• We believe your continued use of the service poses a risk to yourself or others that we cannot adequately manage through therapy
• You repeatedly fail to attend scheduled sessions without notice
• The therapeutic course has been completed and your therapist recommends concluding treatment
• Clinical factors such as transference or other therapeutic dynamics make it appropriate for you to be referred to a different professional

Where possible, we will provide notice and an explanation before terminating your access. If your care is ending for clinical reasons, your therapist will discuss this with you and we will assist with referrals to another professional where appropriate.

21.3 Therapist unavailability

Your assigned therapist may become unavailable due to resignation, extended leave, health reasons, or other circumstances. In such cases:

• We will notify you as soon as reasonably possible
• We will offer to reassign you to another qualified therapist within ElloMind, subject to availability
• If a suitable replacement is not available or you prefer not to continue, unused sessions will be refunded according to our cancellation and refund policy
• With your consent, relevant clinical information will be shared with your new therapist to ensure continuity of care

21.4 Effect of termination

• Your right to use our services ceases immediately upon termination
• We will provide referrals to alternative service providers where appropriate
• Data retention after termination is governed by our Privacy Policy
• Sections of these Terms that by their nature should survive termination (including confidentiality, limitation of liability, indemnification, and dispute resolution) will continue to apply

22. Dispute Resolution

22.1 Informal resolution

If you have a dispute or complaint, contact us first at info@ellomind.com. We will work in good faith to resolve the issue informally within 30 days.

22.2 Governing law

These Terms are governed by and construed in accordance with the laws of India, without regard to conflict of law principles.

22.3 Jurisdiction

If informal resolution is not possible, any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts in Kerala, India.

22.4 Time limitation

Any claim or cause of action arising from or related to these Terms or our services must be filed within one (1) year after the cause of action arose. Claims filed after this period are barred.

23. Force Majeure

ElloMind is not liable for failure to perform or delay in performing any obligation under these Terms if the failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, epidemics, pandemics, or public health emergencies
• Government actions, regulations, embargoes, or sanctions
• War, terrorism, civil unrest, or acts of violence
• Internet or telecommunications failures, cyberattacks, or infrastructure outages
• Power failures or widespread utility disruptions

If a force majeure event prevents us from delivering a scheduled session, we will reschedule at no cost or provide a full refund.

24. General Provisions

24.1 Entire agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and ElloMind regarding your use of our services. They supersede all prior agreements, representations, and understandings.

24.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision will be modified to the minimum extent necessary to make it valid and enforceable, or removed entirely. The remaining provisions will continue in full force and effect.

24.3 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later. A waiver of any provision is only effective if made in writing and signed by an authorised representative of ElloMind.

24.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. ElloMind may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets, provided the assignee agrees to honour existing obligations.

24.5 No third-party beneficiaries

These Terms do not create any rights for third parties. Only you and ElloMind may enforce these Terms.

24.6 Notices

All notices under these Terms must be in writing. We will send notices to the email address associated with your account. You may send notices to info@ellomind.com. Notices are deemed received when sent by email, provided no delivery failure notification is received.

25. Changes to These Terms

We may update these Terms from time to time as our services, operations, or legal requirements change. When we make changes:

• Minor changes (formatting, clarifications): we update the “Last Updated” date at the top
• Significant changes (new obligations, changes to pricing or refund policies, new data practices): we notify you by email and/or a prominent notice on our website at least 14 days before the changes take effect

Continued use of our services after changes are posted constitutes acceptance of the updated Terms. If you do not agree with the changes, you should stop using our services and contact us about any active session packs.

26. Contact Us

If you have any questions about these Terms, need to exercise your rights, or want to report a concern, contact us:

• Email: info@ellomind.com
• WhatsApp: +91 70127 87346
• Entity: JOETER CONSULTING LLP (LLP ID: ACC-6688)