User Terms & Conditions

1.1 Company

"Psymate", "Company", "we", "our" or "us" refers to Psymate Healthcare Private Limited, which owns and/or operates the Psymate platform.

Psymate is the digital therapy and psychological-care platform within the broader Psymate mental-health ecosystem.

Where clinically appropriate and subject to applicable consent, Users may be referred to or offered access to other services within the Psymate ecosystem.

1.2 User

"User", "Client", "you" or "your" means a person accessing, registering for, purchasing or receiving Services through Psymate.

For minors or persons legally requiring representation, the term may include the parent, legal guardian or legally authorised representative, as applicable.

1.3 Platform

"Platform" includes the Psymate website, mobile application, web application, chatbot, communication interface, video-consultation system and other digital channels through which Psymate Services are provided.

1.4 Mental Health Professional

"Mental Health Professional", "Therapist", "Psychologist", "Counsellor", "Care Provider" or similar terminology means a suitably qualified professional authorised by Psymate to provide Services through the Platform.

Each professional remains responsible for practising within their qualifications, competence, professional scope and applicable legal and ethical requirements.

1.5 Psychiatrist

"Psychiatrist" means a registered medical practitioner appropriately qualified in psychiatry and authorised to practise under applicable law.

Psychiatric medical treatment is distinct from psychological therapy provided through Psymate unless expressly offered as part of a particular Service.

1.6 Services

"Services" means psychological therapy, assessments, programmes, self-care tools, educational resources and related services offered or facilitated through Psymate from time to time.

Psymate is a curated digital mental-health platform designed to expand access to quality psychological care.

Its principal focus includes:

• psychological counselling and psychotherapy;
• psychological assessment;
• structured therapy programmes;
• mental-health education;
• self-care tools;
• continuity of psychological care; and
• appropriate referral to higher levels of care when required.

Psymate is not intended to operate merely as an unrestricted directory in which any professional can independently list themselves.

Professionals available through Psymate may undergo credential verification, screening, interviews, onboarding, orientation, training, supervision, quality review and/or other governance processes determined by Psymate.

Such processes are intended to support quality and safety but do not constitute a guarantee of any particular therapeutic outcome.

Services may include:

• individual psychotherapy;
• counselling;
• couples or relationship interventions;
• child and adolescent psychological services;
• online video/audio consultations;
• face-to-face sessions where available;
• psychological screening and assessments;
• standardised psychological testing;
• therapist-guided programmes;
• self-help and self-care tools;
• journaling and tracking tools;
• psychoeducational content;
• workshops and webinars;
• group programmes;
• corporate mental-health programmes;
• therapist-supported communication where included;
• care coordination;
• referral to psychiatric or other healthcare services; and
• technology- or AI-assisted mental-health tools.

Services available to a particular User may depend upon age, location, clinical appropriateness, professional availability and applicable law.

Psymate may introduce, modify or discontinue Services from time to time.

Psymate provides the technological, administrative and clinical-governance infrastructure through which Mental Health Professionals may provide Services to Users.

Mental Health Professionals exercise their own professional and clinical judgement when assessing and providing psychological care.

Each Mental Health Professional is responsible for:

• maintaining appropriate qualifications and credentials;
• practising within their competence and professional scope;
• complying with applicable ethical and professional standards;
• maintaining appropriate clinical records where required;
• protecting confidentiality;
• maintaining professional boundaries;
• recognising when referral or escalation is necessary; and
• the professional advice and interventions personally provided by them.

Psymate separately establishes credentialing, quality, governance and Platform standards applicable to professionals using Psymate.

Nothing in these Terms is intended to relieve Psymate of responsibilities that are independently imposed upon the Company under applicable law.

Psychological therapy is distinct from psychiatric medical care.

Mental Health Professionals providing psychological therapy through Psymate do not prescribe medication unless separately legally authorised to do so.

Where a therapist considers psychiatric assessment, medication, medical investigation, emergency intervention or another specialist service necessary, they may recommend referral.

Where appropriate, Psymate may facilitate access to psychiatric and other specialist mental-health services available within the Psymate ecosystem.

Users remain free to consult another qualified healthcare provider of their choice.

Psymate is not an emergency service. Psymate should not be relied upon for immediate crisis intervention.

Urgent in-person assessment may be required where there is:

• imminent suicide or serious self-harm risk;
• immediate danger to another person;
• severe aggression or behavioural disturbance;
• severe psychosis or disorganisation;
• severe intoxication or medically significant withdrawal;
• altered consciousness;
• serious abuse or violence involving immediate danger; or
• another medical or psychiatric emergency.

If you or another person is in immediate danger, contact the appropriate emergency service or proceed to the nearest appropriate hospital/emergency department.

Where safe and appropriate, involve a trusted family member, caregiver or responsible person who can provide immediate assistance.

A Psymate professional may recommend emergency evaluation, psychiatric assessment or another higher level of care where clinically appropriate.

By using Psymate, you represent that:

• you are at least 18 years old and legally competent to contract; or
• where Services are being provided to a minor, appropriate consent has been provided by a parent/legal guardian or other authorised person, subject to applicable law.

Users must provide materially accurate information when registering and receiving care.

Psymate may require information including:

• mobile number and OTP;
• full name;
• date of birth;
• gender or relevant demographic information;
• email;
• location;
• emergency contact details where appropriate; and
• information reasonably necessary for provision of Services.

Users are responsible for protecting their account credentials.

Impersonation, fraudulent registration or deliberate provision of materially false identity information is prohibited.

Psymate may match or recommend professionals based on factors such as:

• presenting concerns;
• age;
• professional expertise;
• therapy requirements;
• language;
• availability;
• User preferences; and
• assessment information.

Matching does not guarantee therapeutic compatibility or clinical outcome.

Users may request a different professional, subject to availability.

A professional may recommend referral, transfer, co-management or discontinuation of online therapy where another form of care is considered more appropriate.

Users are expected, to the extent reasonably possible, to:

• provide accurate clinical information;
• disclose significant changes in symptoms;
• inform their therapist about relevant concurrent treatment;
• attend appointments as agreed;
• participate appropriately in treatment planning;
• maintain respectful communication;
• inform the professional when treatment is not meeting their needs; and
• seek emergency assistance when required.

Clinical recommendations necessarily depend upon the information available to the treating professional.

Online mental-health care has inherent limitations.

These may include:

• internet disruption;
• limitations in observing non-verbal behaviour;
• device or software failure;
• privacy limitations in the User's environment;
• geographical restrictions; and
• limitations in responding to emergencies remotely.

Users should participate from a reasonably private and secure environment whenever possible.

A professional may determine that online therapy is inappropriate and recommend face-to-face or higher-level care.

Some psychological Services may be accessible to Users outside India.

Professional licensing and telehealth regulations vary between jurisdictions.

A Mental Health Professional practising from India should not be understood to hold a licence in another jurisdiction unless expressly stated.

Psymate may restrict Services based on the User's location and applicable regulatory requirements.

Users must accurately disclose their location where requested.

Psymate may offer psychological questionnaires, assessments and screening instruments.

Unless expressly stated otherwise:

• screening results are not independently diagnostic;
• scores require appropriate contextual interpretation;
• automated results do not replace professional assessment;
• results depend partly upon the accuracy of information supplied by the User; and
• assessment outputs should not be relied upon as emergency advice.

Certain assessments may only be administered or interpreted by appropriately qualified professionals.

Articles, videos, exercises, programmes, assessments and self-help resources provided through Psymate are primarily educational and supportive unless expressly delivered as part of professional treatment.

General content should not be used as a substitute for personalised professional evaluation where such evaluation is required.

Psymate may use artificial intelligence, automation and other technologies to support:

• navigation;
• scheduling;
• psychoeducation;
• assessment support;
• documentation;
• personalisation;
• care coordination;
• quality improvement; and
• administrative functions.

Where AI is incorporated into clinical workflows, its intended role is to augment qualified professional judgement, not replace it.

Automated outputs may contain errors and should not independently be regarded as a medical diagnosis, prescription or emergency assessment.

Use of personal information through such systems will be governed by the Privacy Policy and applicable law.

Psymate recognises confidentiality as fundamental to mental-health care.

Information disclosed during therapy will be handled in accordance with applicable professional standards, the Privacy Policy and applicable law.

Confidentiality may be limited where disclosure is legally permitted or required, including circumstances involving:

• serious and imminent risk to the User;
• serious and imminent risk to another person;
• safeguarding or abuse reporting obligations;
• valid judicial/legal requirements; or
• another statutory obligation.

Information may also be shared among appropriately authorised members of a User's care team where necessary for safe and coordinated care and legally permissible.

The therapist-User relationship is professional.

Users and professionals are expected to maintain appropriate therapeutic boundaries.

Romantic, sexual, exploitative financial or other inappropriate dual relationships are prohibited where inconsistent with applicable professional or ethical requirements.

Professionals are not obligated to accept personal social-media connections from Users.

The Mental Health Professional providing care is professionally responsible for the psychological Services personally delivered by them, including their professional assessment, therapeutic intervention and decisions made within their scope of practice.

Psymate is responsible for its own acts and obligations relating to operation of the Platform and for such other responsibilities as applicable law imposes upon the Company.

Neither this clause nor any other provision of these Terms is intended to exclude liability that cannot legally be excluded.

Mental-health treatment outcomes vary considerably between individuals.

Psymate and its Mental Health Professionals cannot guarantee:

• recovery;
• symptom resolution;
• improvement within a specific period;
• compatibility with a particular therapist; or
• any particular clinical result.

The absence of a guaranteed outcome does not reduce the professional's obligation to provide Services in accordance with applicable standards.

Users agree to pay the applicable fees communicated before purchasing a Service.

Payments may be processed by third-party payment providers.

Pricing, packages and subscription models may change from time to time. Changes will not retrospectively alter completed purchases except where legally permitted and appropriately disclosed.

Cancellations, rescheduling, missed appointments, packages and refunds are governed by the separate Psymate Cancellation & Refund Policy.

Users should review that policy before making payment.

Psymate Services may be made available through employers, educational institutions or other organisations.

Payment or facilitation by an organisation does not automatically grant that organisation access to confidential therapy communications.

Any disclosure will be governed by applicable law, User consent, the Privacy Policy and applicable programme terms.

Aggregated or de-identified information may be shared where legally permissible and appropriately protected.

Where Users submit reviews, comments, community posts or other publicly/shared content, they remain responsible for such content.

Users must not submit material that:

• is unlawful;
• infringes another person's intellectual property;
• unlawfully reveals confidential information;
• impersonates another person;
• contains malware;
• constitutes unlawful threats or harassment; or
• is deliberately fraudulent or materially misleading.

Psymate may moderate or remove content where reasonably necessary.

Content disclosed within therapy is not treated as ordinary public User Content and remains subject to confidentiality and privacy requirements.

Psymate's proprietary content, branding, software, programmes, workflows, assessments, educational material, graphics and technology are owned by or appropriately licensed to Psymate Healthcare Private Limited and/or the relevant rights holder.

Users receive a limited right to access such material for personal use associated with the Services.

Users may not commercially reproduce, distribute, sell, reverse engineer or exploit proprietary Psymate material without written authorisation.

Users must not:

• use Psymate for unlawful activities;
• impersonate another person;
• harass or threaten professionals or Users;
• compromise Platform security;
• upload malware;
• fraudulently obtain Services;
• scrape Platform information without authorisation;
• collect another person's confidential information;
• infringe intellectual-property rights; or
• commercially resell Psymate Services without permission.

Material violations may result in suspension or termination.

The User agrees, to the extent permitted by applicable law, to indemnify Psymate and Psymate Healthcare Private Limited against third-party claims, losses or reasonable costs arising directly from:

• the User's fraudulent use of the Platform;
• intentional unlawful activity conducted through the Platform;
• material infringement of another person's intellectual-property rights;
• unlawful User Content;
• deliberate misuse of Platform systems; or
• a material intentional breach of these Terms causing loss to a third party.

This indemnity does NOT apply to professional negligence by a Mental Health Professional; clinical misconduct by a Mental Health Professional; negligence or unlawful conduct attributable to Psymate/Psymate Healthcare; a data-security or privacy breach attributable to the Company; or any liability that cannot legally be transferred or excluded.

Each Mental Health Professional is responsible for their own professional conduct within the scope of Services personally provided by them.

The contractual allocation of responsibility between Psymate and its Mental Health Professionals, including professional representations, warranties, indemnification and insurance obligations, is governed separately by the applicable Mental Health Professional Agreement.

Nothing in the User Terms requires a User to indemnify Psymate against negligence or professional misconduct by a therapist.

Psymate will undertake reasonable measures, appropriate to its role and applicable requirements, relating to:

• operation of the Platform;
• professional onboarding and credential-verification processes adopted by Psymate;
• privacy and data protection within systems under its control;
• payment and administrative processes under its control;
• Platform security;
• clinical-governance processes adopted by the Company; and
• compliance with legal obligations directly applicable to Psymate.

Credential verification or professional selection does not amount to a guarantee against every possible act or omission of an individual professional.

To the maximum extent permitted under applicable law, neither party shall be liable for purely indirect or consequential loss arising from use of the Platform except where such liability cannot legally be excluded.

Psymate does not exclude or attempt to exclude liability for its own fraud, wilful misconduct, liability that applicable consumer law prohibits it from excluding, or other liability that cannot lawfully be excluded or limited.

Any limitation of liability shall be interpreted subject to applicable Indian law and statutory consumer rights.

Psymate may use third-party providers for payments, video communication, messaging, infrastructure, analytics and other functions.

Third-party services may be subject to their own terms.

Psymate remains responsible for obligations that applicable law places upon it in relation to its selection or use of such service providers and does not disclaim liabilities that cannot legally be excluded.

Processing of personal and mental-health information is governed by the separate Psymate Privacy Policy.

The Privacy Policy should be read together with these Terms.

Where separate or explicit consent is legally required for a particular processing activity, such consent may be obtained independently.

Users may discontinue Psymate Services subject to outstanding contractual obligations.

Requests concerning account deletion or applicable data rights may be made through: Email: [email protected]

Deletion is subject to lawful requirements for retention of clinical, financial, legal and regulatory records.

Psymate may suspend or terminate access for serious or repeated violations including fraud, unlawful activity, threats, harassment, security abuse or material breach of these Terms.

Where a User is undergoing active therapy, Psymate and/or the treating professional should, where reasonably possible and clinically appropriate, seek to avoid unsafe discontinuation of care.

Psymate may update these Terms periodically.

Material changes will be communicated as required under applicable law.

Where fresh consent is legally required, continued use alone will not be treated as a substitute for that consent.

If a provision is held invalid or unenforceable, it shall be severed or interpreted to the minimum extent necessary while the remainder of these Terms continues in effect.

These Terms, together with the applicable Privacy Policy, Cancellation & Refund Policy, consent documentation and Service-specific terms, constitute the agreement governing the User's use of Psymate.

Users may raise concerns relating to Services, payments, privacy or the Platform through Psymate's grievance mechanism.

Grievance Officer: [to be added]

Email: [email protected]

Address: [to be added]

Complaints will be handled within timelines prescribed under applicable law.

Clinical complaints may additionally be reviewed through Psymate's clinical-governance process.

These Terms are governed by the laws of India.

Subject to applicable consumer rights and mandatory legal requirements, disputes shall be subject to the jurisdiction of the competent courts at: [to be added]

PSYMATE

A mental-health platform operated by Psymate Healthcare Private Limited

Registered Office: [to be added]

Corporate Office: [to be added]

Support: [email protected]

Grievance: [to be added]

Website: psymate.org

Important safety notice

Psymate is not an emergency or crisis-response service. If you or another person is at immediate risk of suicide, serious self-harm, violence or another medical or psychiatric emergency, seek immediate in-person assistance through the appropriate emergency service or nearest suitable hospital.

© Psymate Healthcare Private Limited. All rights reserved.