Terms & Conditions

For the purposes of these Terms and Conditions, the following terms shall have the meanings ascribed to them below:

• "Soul Support", "Platform", "Application", "we", "us", or "our" refers to the Soul Support digital mental wellness application, including all its features, modules, content, and services accessible through mobile or web interfaces.
• "User", "you", or "your" refers to any individual who registers for, accesses, or uses the Platform, including users seeking mental wellness support, counsellors, advanced counsellors, and administrators.
• "Services" means the full suite of features and functionalities offered through the Platform, including but not limited to sessions, wellness tools, self-help resources, scheduling, and wallet management.
• "Counsellor" or "Advanced Counsellor" means a verified and certified individual registered on the Platform to provide counselling as wellbeing support wellness services.
• "Session" means a scheduled or on-demand real-time interaction between a User and a Counsellor or Advanced Counsellor conducted via audio call, video call, or chat through the Platform.
• "Wallet" means the virtual in-application wallet feature that enables Users to store funds and make payments for Services on the Platform.
• "Content" means any text, audio, video, images, assessments, journals, articles, affirmations, meditations, or other materials made available through the Platform.
• "Personal Data" and "Protected Wellness Information (PWI)" shall have the meanings ascribed to them under applicable data protection and wellbeing support laws.

By accessing or using the Soul Support Platform, you represent and warrant that:

• You are at least eighteen (18) years of age. The Platform is strictly prohibited for individuals below the age of eighteen (18).
• You have the legal capacity and authority to enter into a binding agreement under applicable law.
• You have read, understood, and consent to these Terms and Conditions in their entirety, including our Privacy Policy, which is incorporated herein by reference.
• All information you provide during registration and use of the Platform is accurate, current, and complete.
• You will comply with all applicable local, state, national, and international laws and regulations in connection with your use of the Platform.

Soul Support reserves the right to amend, modify, or update these Terms and Conditions at any time. We will provide reasonable notice of material changes through in-app notifications or via email. Your continued use of the Platform following any such changes constitutes your acceptance of the revised Terms.

IMPORTANT: Soul Support is a digital mental wellness and support platform. It is NOT a medical service provider, hospital, clinic, or emergency response service.

The Platform, its Content, features, tools, assessments, and insights are intended for general informational, educational, and wellness purposes only. Nothing contained within the Platform constitutes.

Certain features of the Platform, including the Wellness Pulse, AI-Powered Meditation, and MindCare Boost, are powered by artificial intelligence. AI-generated outputs are informational in nature and are not medically validated diagnoses or clinical recommendations. You should not rely solely on AI-generated content for decisions relating to your health or well-being.

If you are experiencing a mental wellness emergency, are in immediate danger, or are having thoughts of self-harm or suicide, you must immediately contact your local emergency services (such as 112, 911, or equivalent), a crisis helpline, or proceed to the nearest hospital emergency department. Soul Support does not provide emergency response services.

If during the use of the Platform, including during a Session, a Counsellor or Advanced Counsellor reasonably believes that a User may pose a risk of harm to themselves or others, the Counsellor may:

• Encourage the User to immediately contact local emergency services or crisis helplines;
• Encourage the User to seek in-person mental wellness;
• Where legally permissible and where emergency contact information has voluntarily been provided by the User, notify such emergency contact;
• Take any action deemed reasonably necessary to reduce the risk of harm, consistent with applicable professional and legal obligations.

Soul Support does not monitor Sessions in real time and is not responsible for identifying or responding to crisis situations.

To access the full features of the Platform, you must create an account by completing the three-step registration process, which includes:

• Providing accurate basic personal information including your name, date of birth, gender, phone number, and email address;
• Verifying your email address through a One-Time Password (OTP) sent to your registered email;
• Creating a secure password that complies with our password policy (minimum eight characters, including at least one alphabetic character, one numeric character, and one special character);
• Providing your informed consent to these Terms and Conditions and our Privacy Policy.

You are solely responsible for:

• Maintaining the confidentiality and security of your account credentials;
• All activities that occur under your account, whether authorized or unauthorized;
• Immediately notifying Soul Support of any unauthorized use of your account or any security breach at [email protected];
• Ensuring that you log out of your account at the end of each session, particularly when using shared or public devices.

Soul Support shall not be liable for any loss or damage arising from your failure to maintain the security of your account credentials.

You agree to maintain accurate, complete, and up-to-date information in your profile at all times. Providing false, misleading, or incomplete information is a breach of these Terms and may result in the immediate suspension or termination of your account.

The Platform enables Users to connect with verified Counsellors and Advanced Counsellors for mental wellness sessions. The following terms apply to all Sessions:

• Sessions must be scheduled in advance through the Platform's scheduling module, subject to Counsellor availability.
• Users may join a Session only at or after the scheduled start time. Early access to Sessions is not permitted.
• If a User fails to join a Session within the defined grace period following the scheduled start time, the Session may be marked as a no-show by the system.
• All Sessions are conducted through the Platform's integrated communication infrastructure. Users must not attempt to conduct Sessions through third-party channels or share personal contact information with Counsellors for off-platform communication.
• The quality of Sessions may be affected by factors beyond Soul Support's control, including internet connectivity, device capability, and ambient conditions.

• Users may cancel or reschedule a Session through the Platform prior to the scheduled start time, subject to any cancellation windows displayed during booking.
• If a User cancels within the permitted cancellation window, eligible Wallet credits may be refunded in accordance with the Refund Policy.
• Failure to join a Session within the defined grace period after the scheduled start time may result in the Session being marked as a "No-Show," and applicable charges may be deducted.
• If a Counsellor or Advanced Counsellor cancels or fails to attend a scheduled Session, the User may be eligible for a full refund or rescheduling option.
• Soul Support reserves the right to determine cancellation eligibility in cases involving technical disruptions, emergencies, or exceptional circumstances.

The Expert Connect module enables Users to discover and connect with mental wellness professionals. All Counsellors and Advanced Counsellors listed on the Platform are independently verified. However, Soul Support does not guarantee the accuracy or completeness of information provided by Counsellors in their profiles. Users are encouraged to review Counsellor credentials independently before engaging in Sessions.

The Wellness Pulse is an AI-powered self-evaluation tool designed to provide personalized wellness insights. It is intended strictly for non-clinical, informational purposes. Results generated by the Assessment do not constitute a clinical diagnosis and should not be used as the sole basis for any wellness decision.

The Platform offers a range of self-help tools including Guided Breathing, Calm Music, Daily Affirmations, Meditation, My Journal, My Wellness Plan, and MindCare Boost. These tools are intended to support general mental wellness and personal well-being. They are not calming activities, and their use does not create a counselling relationship between you and Soul Support.

The Support Groups feature provides Users with access to peer-based communities. Soul Support may facilitate redirection to third-party external platforms (including WhatsApp, Telegram, Discord, and Instagram) for group participation. Soul Support does not monitor, moderate, or assume responsibility for conversations or interactions occurring on third-party platforms. Your participation in external support groups is governed by the terms of service of the respective third-party platforms.

The Platform provides access to expert-authored articles, podcasts, and talks. This content is informational and educational in nature. It is not a substitute for professional clinical advice, diagnosis, or treatment. Content accuracy is subject to the knowledge available at the time of publication.

The quality and continuity of Sessions depend on the User's device capability, internet connectivity, and environmental conditions. Users are responsible for ensuring:

• A stable internet connection with adequate bandwidth;
• A compatible device with functioning audio and video components;
• A safe and private environment for participating in Sessions.

Soul Support shall not be liable for disruptions, interruptions, or quality issues arising from User-side technical limitations.

Soul Support operates an in-application virtual wallet ("Wallet") that enables Users to store funds for the purpose of booking Sessions, accessing premium wellness content, and purchasing other paid services available on the Platform.

• Users may recharge their Wallet using supported digital payment methods, including preset or custom recharge amounts, through integrated secure payment gateways.
• All Wallet recharge transactions are final. Soul Support does not guarantee refunds for completed recharge transactions except as expressly provided in our Refund Policy.
• Wallet funds are non-transferable and may not be exchanged for cash, credit, or any other form of monetary consideration except as may be required by applicable law.
• A minimum Wallet balance is required before a User may schedule a Session. The applicable minimum balance is displayed during the scheduling process.
• Sessions are billed on a per-minute basis at the rate displayed at the time of booking. Users are advised to maintain a sufficient Wallet balance to cover the anticipated duration of their Sessions.

Session costs are automatically deducted from the User's Wallet upon completion of a Session. In the event that a User's Wallet balance becomes insufficient during an ongoing Session, the Platform may terminate the Session and charge the User for the time elapsed. Soul Support is not responsible for any disruptions to Sessions resulting from insufficient Wallet balances.

All financial transactions on the Platform are processed through third-party payment gateways. Soul Support does not store your payment card information directly. Transactions are subject to the terms and security standards of the applicable payment gateway provider.

If a User initiates a chargeback or payment dispute through their financial institution for a transaction completed on the Platform:

• Soul Support reserves the right to suspend or restrict the User's account pending investigation;
• The User may be required to provide supporting documentation regarding the dispute;
• Any fraudulent or unjustified chargebacks may result in permanent account termination and recovery actions to the extent permitted by law.

By using the Platform, you agree to use it solely for lawful purposes and in a manner consistent with these Terms. You expressly agree not to:

• Impersonate any person or entity, or falsely represent your affiliation with any person or entity;
• Provide false, misleading, or fraudulent information during registration or use of the Platform;
• Attempt to circumvent or manipulate the Platform's billing, scheduling, or access control systems;
• Engage in harassing, abusive, threatening, defamatory, obscene, or otherwise objectionable conduct toward Counsellors, other Users, or Platform personnel;
• Use the Platform for any commercial purpose without the express written consent of Soul Support;
• Attempt to reverse engineer, decompile, disassemble, or derive the source code of the Platform;
• Introduce viruses, malware, or other harmful code into the Platform or its infrastructure;
• Attempt to gain unauthorized access to any portion of the Platform, or any systems or networks connected to it;
• Share, reproduce, or distribute any Content from the Platform without proper authorization;
• Use the Platform to facilitate any illegal activity or to violate any applicable law or regulation;
• Interfere with or disrupt the integrity, performance, or availability of the Platform;
• Record, capture, or share any Session content without the prior written consent of all participants.

Soul Support reserves the right to investigate any alleged violation of these provisions and may take appropriate action, including suspension or termination of your account, without notice.

Users and Counsellors agree not to solicit, request, or engage in professional services outside the Platform for the purpose of avoiding Platform fees or policies. Sharing personal contact information with the intent to conduct Sessions outside the Platform is strictly prohibited unless explicitly authorized by Soul Support.

Our collection, use, storage, and disclosure of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the Platform, you consent to the data practices described in our Privacy Policy.

The Platform processes sensitive personal data, including information relating to your mental wellness, emotional state, mood patterns, journal entries, and session notes. This information is treated with the highest level of confidentiality. Access to your sensitive wellness data is strictly restricted to:

• You, the registered User;
• Counsellors or Advanced Counsellors assigned to your Sessions, solely for the purpose of providing care;
• Authorized Platform administrators, where strictly necessary for platform operations and compliance.

Soul Support employs industry-standard security measures to protect your data, including encryption of data in transit and at rest, role-based access controls, secure authentication mechanisms, and regular security audits. However, no method of electronic transmission or storage is completely secure, and Soul Support cannot guarantee absolute data security.

Content entered in the My Journal module is private and accessible solely to the respective User. Journal entries are not shared with Counsellors or third parties without your explicit consent.

Soul Support retains your personal data for as long as your account remains active and for such additional periods as may be required by applicable law or legitimate business purposes. You may request the deletion of your account and associated data by contacting us at [email protected], subject to our data retention obligations under applicable law.

By creating an account, you consent to receive communications from Soul Support, including:

• Appointment reminders and service notifications;
• Account and security alerts;
• Transaction confirmations;
• Platform updates and administrative messages.

Where permitted by applicable law, you may also receive promotional communications. You may opt out of non-essential communications at any time through your account settings or unsubscribe mechanisms provided.

Soul Support endeavors to comply with applicable data protection and technology laws, including but not limited to:

• The Information Technology Act, 2000 and associated rules;
• The Digital Personal Data Protection Act, 2023 (DPDP Act);
• Applicable wellbeing support and live support regulations where relevant.

Users acknowledge that data processing may occur in accordance with these laws.

Soul Support and its licensors own all intellectual property rights in and to the Platform, including without limitation all software, algorithms, databases, designs, graphics, text, audio, video, AI models, trademarks, service marks, logos, and other proprietary materials. Nothing in these Terms grants you any ownership interest in the Platform or its intellectual property.

Subject to your compliance with these Terms, Soul Support grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Platform solely for your personal, non-commercial mental wellness purposes.

By submitting, uploading, or otherwise providing any content through the Platform (including journal entries, feedback, notes, and assessment responses), you grant Soul Support a worldwide, royalty-free, non-exclusive license to use, process, store, and analyze such content solely for the purpose of delivering and improving the Platform's services. You retain ownership of your user-generated content. Soul Support will not publicly disclose your personal content without your consent.

You may not copy, reproduce, distribute, publish, transmit, modify, adapt, create derivative works from, or commercially exploit any portion of the Platform or its Content without the prior written consent of Soul Support.

The Platform may integrate with or provide links to third-party services, platforms, and resources, including external support groups (WhatsApp, Telegram, Discord, Instagram), payment gateway providers, video SDK services, and content platforms. Soul Support:

• Does not endorse, control, or assume responsibility for the content, privacy practices, or conduct of any third-party service or platform;
• Is not liable for any loss, damage, or harm arising from your interaction with third-party services accessed through the Platform;
• Recommends that you review the terms of service and privacy policies of any third-party platform before engaging with it.

All mental wellness professionals listed on the Platform undergo a verification process to confirm their credentials and licensure prior to onboarding. However, Soul Support does not warrant that all information provided by Counsellors is accurate, complete, or current at all times.

Counsellors and Advanced Counsellors on the Platform operate as independent service providers. They are not employees, agents, or representatives of Soul Support. Soul Support does not direct or control the professional judgment, advice, or recommendations of any Counsellor or Advanced Counsellor on the Platform.

Soul Support is not responsible for any outcomes, advice, or services provided by Counsellors or Advanced Counsellors through the Platform. Any disputes relating to the quality or outcome of professional services should be directed to the relevant professional and their licensing body.

Counsellors and Advanced Counsellors agree that:

• They are solely responsible for maintaining valid licenses, certifications, and professional registrations required to provide services;
• They shall comply with applicable professional ethical standards and legal obligations;
• They are responsible for maintaining any required professional liability insurance, where applicable;
• Soul Support does not supervise or control professional judgment or wellness decision-making.

Users who believe a Counsellor or Advanced Counsellor has engaged in inappropriate, unethical, or unlawful conduct may report the matter to Soul Support through the support channels provided.

Soul Support reserves the right to investigate complaints and may take appropriate action, including suspension or removal of professionals from the Platform. Soul Support does not act as a licensing authority and does not replace regulatory or professional disciplinary bodies.

Soul Support endeavors to make the Platform available at all times; however, we do not guarantee uninterrupted, error-free, or continuous availability of the Platform or any of its features. The Platform may be temporarily unavailable due to:

• Scheduled maintenance or system upgrades;
• Unplanned technical failures, outages, or service disruptions;
• Events beyond our reasonable control, including force majeure events such as natural disasters, pandemics, cyberattacks, or regulatory actions.

Soul Support shall not be liable for any loss, inconvenience, or damage arising from any interruption, suspension, or discontinuation of the Platform.

Soul Support does not record Sessions unless explicitly stated and consented to by all participants. If recording is introduced for quality assurance, training, or safety purposes, Users will be notified in advance and provided the opportunity to consent or decline where required by law.

Unauthorized recording of Sessions by Users or professionals is strictly prohibited without prior written consent of all participants.

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE SOUL SUPPORT PLATFORM AND ALL SERVICES, CONTENT, FEATURES, AND TOOLS PROVIDED THEREIN ARE OFFERED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT ANY WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY.

SOUL SUPPORT EXPRESSLY DISCLAIMS ALL WARRANTIES, INCLUDING WITHOUT LIMITATION:

• Any implied warranty of merchantability, fitness for a particular purpose, or non-infringement;
• Any warranty that the Platform will meet your requirements or expectations;
• Any warranty that the Platform will be uninterrupted, timely, secure, or error-free;
• Any warranty regarding the accuracy, reliability, completeness, or suitability of any Content, AI-generated insights, wellness recommendations, or professional information available on the Platform.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL SOUL SUPPORT, ITS AFFILIATES, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, LICENSORS, OR SERVICE PROVIDERS BE LIABLE FOR:

• Any indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or related to your use of or inability to use the Platform;
• Loss of data, profits, revenue, or goodwill;
• Any harm to your mental or physical health arising from reliance on Content, AI insights, or Services provided through the Platform;
• Any unauthorized access to or alteration of your data;
• Any actions or omissions of Counsellors or Advanced Counsellors.

In jurisdictions that do not permit the exclusion or limitation of liability for certain damages, Soul Support's liability shall be limited to the greatest extent permitted by law. In no event shall Soul Support's aggregate liability to you exceed the total amount paid by you through your Wallet in the twelve (12) months preceding the claim.

Users acknowledge that they are solely responsible for their physical and mental wellness decisions. Information provided through the Platform does not replace in-person wellness evaluation. Users should consult qualified wellness professionals before making decisions regarding wellbeing guidance or sessions.

You agree to indemnify, defend, and hold harmless Soul Support, its affiliates, directors, officers, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, expenses, and fees (including reasonable legal fees) arising out of or related to:

• Your use of or access to the Platform;
• Your violation of these Terms and Conditions;
• Your violation of any applicable law or regulation;
• Your violation of any rights of any third party, including intellectual property rights or privacy rights;
• Any content or information submitted by you through the Platform.

You may terminate your account at any time by using the account deletion functionality within the Platform's Settings module or by contacting us at [email protected]. Upon termination, your right to access the Platform will immediately cease. Any unused Wallet balance at the time of termination will be subject to our Refund Policy.

Soul Support reserves the right, in its sole discretion, to suspend, restrict, or permanently terminate your access to the Platform at any time, with or without notice, for any reason, including:

• Breach of these Terms and Conditions;
• Conduct that is harmful, abusive, fraudulent, or in violation of applicable law;
• Failure to pay for Services when due;
• Prolonged account inactivity;
• Requests from law enforcement or regulatory authorities.

Upon termination of your account, all licenses granted to you under these Terms shall immediately terminate. Soul Support may retain certain data as required by applicable law or for legitimate business purposes, as described in our Privacy Policy.

Upon account termination, any unused Wallet balance may be eligible for refund subject to applicable policies, transaction fees, and legal requirements. Processing timelines may vary depending on payment methods and regulatory obligations.

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

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or your use of the Platform, the parties agree to first attempt resolution through good faith negotiation. If the dispute cannot be resolved through negotiation within thirty (30) days, either party may pursue resolution through binding arbitration in accordance with the applicable arbitration rules, or through the competent courts of jurisdiction in India.

To the extent permitted by applicable law, you waive any right to participate in a class action lawsuit or class-wide arbitration against Soul Support.

The Soul Support Platform is strictly intended for individuals who are eighteen (18) years of age or older. We do not knowingly collect personal information from individuals below the age of eighteen. If we become aware that a person under the age of eighteen has created an account or submitted personal data through the Platform, we will take immediate steps to delete such information and terminate the relevant account.

If you are a parent or guardian and believe that your child below the age of eighteen has accessed the Platform, please contact us immediately at [email protected].

Soul Support reserves the right to modify, update, enhance, suspend, or discontinue any feature, service, or aspect of the Platform at any time, with or without prior notice. We will endeavor to provide advance notice of significant changes where reasonably practicable. Soul Support shall not be liable to you or any third party for any modification, suspension, or discontinuation of the Platform or its features.

Soul Support is committed to ensuring that the Platform is accessible to the widest possible range of users, including individuals with disabilities. We strive to comply with applicable accessibility standards in our platform design and development. If you encounter any accessibility barriers or require accommodations, please contact our support team.

Users may be invited to provide feedback and ratings following Sessions and interactions with Counsellors. By submitting feedback or ratings, you grant Soul Support a non-exclusive, perpetual license to use, display, and analyze such feedback for the purpose of improving the Platform and its services. All feedback submitted must be honest, accurate, and respectful.

These Terms and Conditions, together with our Privacy Policy and any additional terms applicable to specific services or features of the Platform, constitute the entire agreement between you and Soul Support with respect to your use of the Platform, superseding any prior agreements or understandings.

If any provision of these Terms and Conditions is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions of these Terms shall remain in full force and effect.

No failure or delay by Soul Support to exercise any right or remedy under these Terms shall constitute a waiver of such right or remedy. Any waiver must be in writing and signed by an authorized representative of Soul Support to be effective.

• Counsellors and Advanced Counsellors providing services through the Platform may receive compensation based on session fees collected from Users, subject to applicable commissions or service charges determined by Soul Support.
• Payout schedules, minimum payout thresholds, and payment methods will be communicated through separate professional agreements or Platform policies.
• Counsellors are solely responsible for reporting and paying any applicable taxes, duties, or statutory obligations arising from earnings received through the Platform.
• In the event of refunds, disputes, or chargebacks relating to Sessions, Soul Support reserves the right to adjust or recover corresponding amounts from Counsellor payouts where applicable.

If you have any questions, concerns, or requests regarding these Terms and Conditions, or if you wish to report a violation or seek support, please contact us:

Soul Support — Support Team
Email: [email protected]
In-App Support: Available through the Settings > Help & Support module

We aim to respond to all inquiries within five (5) business days.