HeartSpace

Terms & Conditions
– HeartSpace

HeartSpace

Online Counselling & Mental Wellness Services

Noida, Uttar Pradesh, India

TERMS AND CONDITIONS OF SERVICE

Effective Date: 13 April 2026 | Version 1.0

IMPORTANT NOTICE — PLEASE READ CAREFULLY

These Terms and Conditions ('Terms', 'Agreement') constitute a legally binding contract between you ('User', 'Client', 'you') and HeartSpace ('Company', 'we', 'us', 'our'), a mental health and online counselling service registered and operating from Noida, Uttar Pradesh, India. By accessing, registering on, or using any service offered through www.myheartspace.in or the HeartSpace mobile application, you confirm that you have read, understood, and unconditionally agree to be bound by these Terms.

If you do not agree with any part of these Terms, you must immediately cease using the Platform and all associated services.

DEFINITIONS

For the purposes of this Agreement, the following terms shall have the meanings assigned below:

  • “Platform” means the HeartSpace website (www.myheartspace.in), mobile application, and any associated digital interfaces through which services are delivered.
  • “Services” means individual counselling, couples counselling, group sessions, psychoeducation resources, and any other mental health or wellness services offered by HeartSpace.
  • “Therapist / Counsellor” means a qualified mental health professional, psychologist, or licensed counsellor empanelled with HeartSpace to deliver Services.
  • “Session” means a scheduled appointment for counselling conducted via audio, video, or chat on the Platform.
  • “Minor” means any individual below 18 years of age.
  • “Personal Data” means any information that identifies or can identify a User, including sensitive personal data as defined under applicable Indian law.

ABOUT HEARTSPACE

HeartSpace is an online mental health services platform headquartered in Noida, Uttar Pradesh, India. The Company facilitates access to professional counselling and therapeutic support for individuals and couples through secure digital channels. HeartSpace operates in accordance with the laws of India, including but not limited to the Information Technology Act, 2000 ('IT Act').

ELIGIBILITY AND REGISTRATION

Age Requirement

You must be at least 18 years of age to independently access and use the Platform and Services. Minors below 18 years may access the Platform only with express written consent from a parent or legal guardian, who must create and manage the account on the Minor’s behalf and attend the initial consultation.

Capacity to Contract

By using the Platform, you represent and warrant that you possess the legal capacity to enter into a binding agreement and that you are not under any legal prohibition from using the Services.

Account Registration

You agree to provide accurate, complete, and current information during registration. You are responsible for maintaining the confidentiality of your login credentials and for all activity occurring under your account. You must notify HeartSpace immediately upon becoming aware of any unauthorised use of your account.

NATURE OF SERVICES

Individual Counselling

HeartSpace provides one-on-one online counselling sessions with licensed and/or experienced mental health professionals. Sessions may be conducted via live video, audio call, or text-based chat on the Platform.

Couples Counselling

HeartSpace offers couples counselling sessions for partners seeking therapeutic support in navigating relationship challenges. Both partners must register separately and provide individual consent. Participation in couples counselling does not confer rights to access the individual session records of the other partner.

Not a Medical or Emergency Service

CRITICAL DISCLAIMER: HeartSpace is NOT a medical, psychiatric, or emergency services provider. The Services are not a substitute for in-person psychiatric care, medication management, hospitalisation, or emergency intervention. HeartSpace Therapists do not issue prescriptions or medical diagnoses. If you or someone you know is in immediate danger, experiencing a psychiatric emergency, or contemplating self-harm or suicide, please contact:

  • National Helpline for Mental Health (NIMHANS): 080-46110007
  • Vandrevala Foundation Helpline: 1860-2662-345 (24×7)
  • iCall: 9152987821
  • Local emergency services: 112

Scope of Practice

Counsellors on the Platform practise within their individual scope of qualification and licensure. HeartSpace reserves the right to refer a User to a more appropriate level of care, including suggesting in-person psychiatric consultation, where the Company or the assigned Therapist deems it clinically necessary.

APPOINTMENTS, RESCHEDULING, AND CANCELLATION

Booking

Sessions are booked through the Platform subject to Therapist availability. A booking confirmation shall be sent via email or in-app notification.

Rescheduling

Users may reschedule a Session without penalty provided written notice is given at least 24 hours prior to the scheduled Session time. Rescheduling requests within 24 hours of a Session may be accommodated at the discretion of the Therapist and are not guaranteed.

Cancellations by User

Cancellations made more than 24 hours before a Session will receive a full credit to only the User’s account wallet on the Platform, redeemable for future Sessions. Cancellations made within 24 hours of a Session, or no-shows, will result in 100% forfeiture of the Session fee unless exceptional circumstances (medical emergency, bereavement) are demonstrated and accepted by HeartSpace at its sole discretion.

Cancellations by HeartSpace

If HeartSpace or a Therapist cancels a Session, the User will be offered a full refund to the original payment method or, at the User’s election, a credit for rescheduling at no extra cost.

FEES, PAYMENTS, AND REFUNDS

Fee Schedule

All applicable fees for Services are displayed on the Platform at the time of booking. HeartSpace reserves the right to revise its fee schedule with 14 days’ prior notice published on the Platform. Fees are inclusive of applicable Goods and Services Tax (GST) unless explicitly stated otherwise.

Payment Processing

Payments are processed through third-party payment gateways operating on the Platform. By making a payment, you also agree to the terms of the respective payment gateway provider. HeartSpace does not store your full card details; payment data is handled and encrypted by the payment processor in accordance with PCI-DSS standards.

Refund Policy

Refunds, where applicable under Clause 5.3 or 5.4, shall be processed within 7 to 10 business days. Refunds will be credited to the original source of payment. Users who are dissatisfied with a Service may raise a formal grievance under Clause 15;

Session Extensions

The duration for individual therapy sessions is 60 mins and couples therapy sessions are 70 minutes . If your session exceeds 10 mins beyond session time, the fee will be prorated accordingly and you will be asked to pay the additional amount at the end of the session.

Late Coming: Sessions timings are fixed and cannot be extended if you are late as your therapist has to honour the next appointment.If you are later than 20 mins for the session and have not informed us of late coming, it will be considered a no-show and the cancellation fee will be charged.

If you are later than 30 mins for the session, the appointment will be automatically cancelled as 30 mins is inadequate for a therapeutic conversation.

Contact Between Sessions

To avoid dependency on therapy, we would discourage contact with your therapist between sessions.

However we understand that there can be emergencies where it is important to communicate with your therapist. In such cases please contact the office and we will set up a 10 mins call with your therapist only and only depending on their availability. Our office timings are from 10 AM to 7 PM and we would be accessible for any calls or messages during this time.

THERAPIST STANDARDS AND EMPANELMENT

All Therapists and Counsellors on the Platform undergo a verification process that includes review of academic qualifications, professional registration (where applicable), work experience, and a background check. HeartSpace endeavours to ensure that all Therapists hold relevant qualifications in psychology, counselling, or allied mental health disciplines as per Indian standards.

Notwithstanding the above, HeartSpace does not guarantee any particular therapeutic outcome. The Therapeutic relationship is between the User and the Therapist; HeartSpace acts as a facilitating intermediary platform. Users retain the right to switch Therapist at any time through the Platform.Mental health and psychological counselling are inherently complex, individualised, and outcome-variable disciplines. HeartSpace explicitly and unequivocally disclaims any representation, warranty, or guarantee — express, implied, or statutory — regarding the effectiveness, suitability, or results of any counselling, therapy, or wellness service provided through the Platform.

USER OBLIGATIONS AND PROHIBITED CONDUCT

User Obligations

You agree to:

  • Provide honest and accurate information to your Therapist during Sessions.
  • Attend Sessions punctually and in a private, distraction-free environment.
  • Treat all Therapists and Platform staff with dignity and respect.
  • Use the Platform and Services solely for personal, non-commercial purposes.
  • Comply with all applicable Indian laws and regulations while using the Platform.

Prohibited Conduct

You must NOT:

  • Record, screenshot, or otherwise capture any Session without the prior written consent of the Therapist and HeartSpace.
  • Share your login credentials or allow any third party to access your account.
  • Use the Platform to harass, threaten, abuse, or harm any Therapist, staff member, or other User.
  • Engage in fraudulent activity, including providing false identity information.
  • Attempt to circumvent the Platform by directly soliciting the personal contact details of a Therapist for off-platform sessions.
  • Upload or transmit any harmful, illegal, defamatory, or obscene content on the Platform.

Violation of these prohibitions may result in immediate account suspension or termination without refund, and may be reported to appropriate law enforcement authorities.

PRIVACY, DATA PROTECTION, AND CONFIDENTIALITY

Separate Privacy Policy

HeartSpace maintains a separate and standalone Privacy Policy that governs the collection, storage, processing, transfer, and protection of your Personal Data. The Privacy Policy is an independent document and is not incorporated into these Terms and Conditions. You are strongly encouraged to read the Privacy Policy carefully before using the Platform. It is available at: www.myheartspace.in/privacy-policy

These Terms and Conditions address only the contractual relationship between you and HeartSpace in respect of the Services. All matters relating to data privacy, data subject rights, consent to data processing, cookies, and data retention are exclusively governed by the Privacy Policy document.

Therapeutic Confidentiality

All communications between a User and their Therapist are treated as confidential. HeartSpace and its Therapists shall not disclose your information to any third party except in the following circumstances:

  • Where you have provided express written consent to disclosure.
  • Where disclosure is required by a court order, statutory authority, or applicable law.
  • Where the Therapist, in their professional judgement, believes there is an imminent risk of serious harm to you or to an identifiable third party (duty to warn/protect).
  • Where there is a reasonable suspicion of child abuse, elder abuse, or other mandatory reporting situations under applicable Indian law.

Data Security

HeartSpace employs industry-standard technical and organisational security measures, including end-to-end encryption for video Sessions, to protect your data against unauthorised access, disclosure, or alteration. Despite these measures, no electronic transmission is completely secure, and HeartSpace cannot guarantee absolute security.

Data Retention

Session notes and Personal Data are retained for a period of 7 years from the date of last Session, consistent with clinical record-keeping standards and applicable legal requirements, after which data is securely deleted or anonymised.

CONFIDENTIALITY — WHAT WE KEEP PRIVATE AND WHY

At HeartSpace, we believe that trust is the foundation of any therapeutic relationship. Everything you share in your sessions — your thoughts, feelings, personal history, and struggles — is treated with the highest level of respect and discretion. This section explains, in plain terms, what we keep confidential, what we are required by law to disclose, and what your rights are.

What Confidentiality Means

Confidentiality means that whatever you discuss with your Therapist during your Sessions stays between you and your Therapist.

HeartSpace does not share the content of your conversations with anyone outside of your direct care — not with your family, your employer, your partner, or any other third party — unless you give us explicit permission to do so, or unless the law requires it.

This applies to everything shared during Sessions, including personal stories and experiences, mental health history, relationship details, sensitive disclosures, and any notes or records made by your Therapist.

Who Can See Your Information Within HeartSpace

Within HeartSpace, access to your personal information and Session notes is strictly limited. Only the following individuals may access your records, and only to the extent necessary for your care or the operation of the Platform:

  • Your assigned Therapist — who maintains session notes as part of your therapeutic record.
  • A supervising clinical professional — only where clinical supervision of a Therapist is required, and only in an anonymised or appropriately protected format where possible.
  • Designated HeartSpace administrative staff — only for purposes such as scheduling, billing, or account management, and only where access to clinical content is not required.

No one at HeartSpace will read your session notes out of curiosity, share them casually, or discuss your case without a professional or legal reason to do so.

When We May Be Required to Break Confidentiality

There are specific situations where HeartSpace or your Therapist may be legally or ethically required to share information without your consent. These situations are rare, but it is important that you are aware of them:

  • Risk of Serious Harm to You: If your Therapist believes, based on what you have shared, that you are at immediate and serious risk of harming yourself — for example, if you express a clear and imminent intention to attempt suicide — they may be required to contact emergency services or a nominated emergency contact to ensure your safety.
  • Risk of Harm to Someone Else: If you disclose information suggesting that you intend to seriously harm another identifiable person, your Therapist has a professional duty to take reasonable steps to protect that person. This may involve notifying the relevant authorities.
  • Child or Vulnerable Adult Safety: If during your Sessions, information comes to light that reasonably suggests a child or vulnerable adult is being abused, neglected, or is at risk of harm, HeartSpace and your Therapist are obligated under Indian law to report this to the appropriate child protection or welfare authority.
  • Court Order or Legal Requirement: If a court of law issues a valid order requiring HeartSpace to produce records or information relating to your Sessions, we are legally required to comply. We will, wherever legally permissible, inform you before doing so.

In every case where confidentiality must be broken, HeartSpace and your Therapist will: (a) limit disclosure to only the information that is strictly necessary; (b) inform you in advance wherever it is safe and legally permissible to do so; and (c) treat the situation with sensitivity and professionalism.

Couples Counselling — A Special Note

If you are using HeartSpace for couples counselling, please be aware of the following important confidentiality considerations:

  • Each partner in couples counselling has their own individual account and their own rights to confidentiality. Neither partner has the right to access the other’s individual session records, personal disclosures, or account information.
  • If either partner chooses to have a private individual session alongside couples counselling, the content of that individual session will not be shared with the other partner without express written consent.
  • Information shared jointly during couples sessions may be referenced by the Therapist within those sessions to facilitate the therapeutic process, but will not be disclosed to either partner outside of the session without consent.

Your Right to Waive Confidentiality

You are in control of your own information. At any time, you may choose to waive your right to confidentiality — for example, if you would like HeartSpace to share a summary of your sessions with your doctor, a family member, or another healthcare provider. Any such waiver must be given in writing, either through the Platform or by emailing nancy@myheartspace.in. You may revoke your waiver at any time, also in writing, and it will take effect from the date of receipt.

Confidentiality After Your Sessions End

Your right to confidentiality does not end when your Sessions end. Even after you stop using HeartSpace — whether you discontinue voluntarily, or your account is closed — all records of your Sessions will continue to be held securely and confidentially for a period of 7 years, in accordance with clinical and legal requirements, after which they will be permanently and securely deleted or anonymised.

What Confidentiality Does NOT Cover

For the avoidance of doubt, confidentiality under this Clause applies to the therapeutic content of your Sessions. It does not prevent HeartSpace from:

  • Using anonymised, non-identifiable data for internal quality assurance, training, or service improvement purposes, where your identity cannot be determined from that data.
  • Maintaining records of your account activity, payment history, and Platform usage for administrative, billing, and legal compliance purposes, as described in the Privacy Policy.

Your privacy is not a formality at HeartSpace — it is a commitment. If you ever have questions about how your information is handled, please reach out to us at nancy@myheartspace.in.

INTELLECTUAL PROPERTY

All content on the Platform, including but not limited to text, graphics, logos, icons, audio-visual content, session frameworks, proprietary tools, software, and the overall look and feel of the Platform, is the exclusive intellectual property of HeartSpace or its licensors and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999, and other applicable intellectual property laws. You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform solely for receiving the Services. You may not reproduce, distribute, modify, reverse-engineer, or create derivative works from any Platform content without HeartSpace's prior written consent.

DISCLAIMERS

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW:

  • THE PLATFORM AND SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.
  • HEARTSPACE DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
  • HEARTSPACE DOES NOT GUARANTEE ANY SPECIFIC THERAPEUTIC OUTCOME OR RESULT FROM THE USE OF THE SERVICES.
  • HEARTSPACE IS NOT RESPONSIBLE FOR THE PROFESSIONAL OPINIONS, ADVICE, OR THERAPEUTIC INTERVENTIONS OF INDIVIDUAL THERAPISTS, WHICH ARE SOLELY THE RESPONSIBILITY OF THE RESPECTIVE THERAPIST.

No Guarantee of Therapeutic Outcomes

Mental health and psychological counselling are inherently complex, individualised, and outcome-variable disciplines. HeartSpace explicitly and unequivocally disclaims any representation, warranty, or guarantee — express, implied, or statutory — regarding the effectiveness, suitability, or results of any counselling, therapy, or wellness service provided through the Platform.

By using the Services, you acknowledge and unconditionally accept that:

  • Therapeutic progress is deeply personal and varies significantly from individual to individual. HeartSpace and its empanelled Therapists make no promise, assurance, or representation that any particular outcome — including but not limited to improvement in mental health, emotional wellbeing, relationship functioning, behavioural change, or psychological condition — will be achieved as a result of using the Services.
  • Neither HeartSpace nor any Therapist shall be held liable or responsible for any failure to improve, absence of progress, worsening of a condition, relapse, or any adverse psychological, emotional, physical, or social outcome that a User may experience during or after the course of counselling.
  • The therapeutic process requires active, sustained, and good-faith participation by the User. HeartSpace and its Therapists bear no responsibility for outcomes attributable to a User’s partial engagement, non-disclosure of material information, irregular attendance, premature discontinuation of Sessions, or failure to follow professional guidance offered during Sessions.
  • Counselling and psychotherapy are not guaranteed cures or treatments for any mental health condition, disorder, or diagnosis. HeartSpace does not represent that its Services are a substitute for clinical treatment, psychiatric medication, hospitalisation, or any other form of regulated medical intervention.
  • Individual Therapists exercise independent professional judgement in the delivery of Services. HeartSpace does not direct, supervise, or control the clinical approach, methodology, or therapeutic decisions of any Therapist beyond initial onboarding verification, and therefore accepts no vicarious liability for any clinical act, omission, advice, or intervention of a Therapist.
  • HeartSpace shall not be held responsible for any dissatisfaction with a Therapist’s style, approach, or personality, or for any subjective perception by a User that the Services did not meet their personal expectations, where such expectations were not expressly warranted in writing by HeartSpace.

In summary: HeartSpace provides a facilitated access platform to qualified counselling professionals. It does not and cannot guarantee that any User will feel better, recover, improve, or achieve any specific psychological or relational goal as a result of using the Services. The User assumes full responsibility for their own therapeutic journey and the decisions they make in connection with it.

LIMITATION OF LIABILITY

To the maximum extent permitted under the Consumer Protection Act, 2019 and other applicable Indian law, HeartSpace's aggregate liability for any claim arising out of or related to these Terms or the Services shall not exceed the total fees paid by you to HeartSpace in 1 (one) month immediately preceding the event giving rise to the claim. HeartSpace shall not be liable for any indirect, incidental, consequential, or punitive damages, including loss of data, loss of income, or emotional distress, arising from your use of or inability to use the Platform or Services, even if HeartSpace has been advised of the possibility of such damages. Nothing in this Agreement limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

INDEMNIFICATION

You agree to indemnify, defend, and hold harmless HeartSpace, its directors, officers, employees, Therapists, affiliates, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to: (a) your use of the Platform or Services; (b) your breach of these Terms; (c) your violation of any applicable law or third-party rights; or (d) any content you submit or transmit through the Platform.

THIRD-PARTY LINKS AND INTEGRATIONS

The Platform may contain links to third-party websites, resources, or integrated tools (such as payment gateways or video conferencing providers). These links are provided for convenience only. HeartSpace has no control over and accepts no responsibility for the content, privacy policies, or practices of any third-party sites. Your use of third-party services is at your own risk and subject to those parties' own terms.

GRIEVANCE REDRESSAL

In accordance with the IT Act, 2000, and the Consumer Protection (E-Commerce) Rules, 2020, HeartSpace has appointed a Grievance Officer to address User complaints:

Grievance Officer: Designated Officer, HeartSpace
Email: nancy@myheartspace.in
Website: www.myheartspace.in
Response Time: Within 48 hours of receipt;

GOVERNING LAW AND DISPUTE RESOLUTION

Governing Law

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

Mandatory Mediation — Exclusive Dispute Resolution Mechanism

The parties expressly agree that mediation shall be the sole and exclusive mechanism for the resolution of any dispute, claim, controversy, or difference of any nature whatsoever arising out of, in connection with, or relating to these Terms, the Services, or any act or omission of HeartSpace or its Therapists. The parties irrevocably waive any right to initiate or participate in litigation or court proceedings in respect of any such dispute, to the fullest extent permissible under applicable law.

HeartSpace-Empanelled Mediator

All disputes shall be referred exclusively to a mediator empanelled by HeartSpace from its panel of qualified and trained mediators (‘Empanelled Mediator’). HeartSpace shall have the sole right to appoint the Empanelled Mediator from its panel. The User acknowledges and agrees that the appointment of the Empanelled Mediator by HeartSpace does not, in itself, constitute a conflict of interest, and the User waives any objection to the appointment on that ground. The Empanelled Mediator shall conduct proceedings in a fair and neutral manner in accordance with applicable mediation principles.

Confidentiality of Mediation

All mediation proceedings, communications, offers, and settlements shall be strictly confidential and shall not be disclosed to any third party, nor shall they be admissible in any subsequent proceedings. The User agrees to execute such confidentiality undertakings as HeartSpace may reasonably require prior to the commencement of mediation.

MODIFICATIONS TO TERMS

HeartSpace reserves the right to modify these Terms at any time. Where changes are material, HeartSpace shall notify registered Users via email or in-app notification at least 14 days before the changes take effect. Your continued use of the Platform after the effective date of the revised Terms constitutes your acceptance of the changes. It is your responsibility to review the Terms periodically.

FORCE MAJEURE

HeartSpace shall not be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including acts of God, natural disasters, pandemic or epidemic, government orders, civil unrest, power failures, internet outages, or cyberattacks.

GENERAL PROVISIONS

  • Entire Agreement: These Terms and Conditions, together with any supplemental service-specific terms presented at the time of booking, constitute the entire contractual agreement between you and HeartSpace with respect to the Services. Privacy and data protection matters are governed exclusively by the separate HeartSpace Privacy Policy, which is a distinct legal document.
  • Severability: If any provision of these Terms is found to be invalid or unenforceable under applicable law or by a mediator or competent authority, the remaining provisions shall continue in full force and effect.
  • Waiver: Failure by HeartSpace to enforce any right or provision of these Terms shall not constitute a waiver of future enforcement of that right or provision.
  • Assignment: You may not assign or transfer your rights under these Terms. HeartSpace may assign its rights to an affiliate or successor entity in a merger, acquisition, or sale of assets, without your consent.
  • Language: These Terms are drafted in English. In the event of any inconsistency between any translated version and the English version, the English version shall prevail.

CONTACT INFORMATION

For any questions, feedback, or concerns regarding these Terms or HeartSpace's services, please contact us:

HeartSpace — Customer Support
Email: nancy@myheartspace.in
Website: www.myheartspace.in
Support Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST

INFORMED RISK OF THERAPY WAIVER

Before proceeding to use HeartSpace's Services, it is essential that you read and fully understand the following Informed Risk of Therapy Waiver. This Waiver forms an integral part of these Terms and Conditions. By continuing to use the Platform, you confirm that you have read, understood, and voluntarily accepted all risks described herein.

Voluntary Participation

Your participation in counselling and therapeutic services through HeartSpace is entirely voluntary. You are not compelled, coerced, or required by any party to use the Services. You enter into the therapeutic relationship freely, with full knowledge that therapy involves a process of personal exploration and that such exploration may not always be comfortable or predictable in its effects.

Acknowledged Risks of Therapy

You expressly acknowledge, understand, and accept that therapy and counselling, by their very nature, carry inherent risks that cannot be eliminated or fully mitigated by HeartSpace or its Therapists. These risks include, but are not limited to:

  • Emotional Discomfort: Engaging in therapy may surface difficult memories, unresolved grief, suppressed emotions, or deeply held beliefs that may cause temporary emotional distress, anxiety, sadness, confusion, or psychological discomfort during or after Sessions.
  • Relationship Disruption: In the context of couples counselling or individual therapy that touches on interpersonal dynamics, the therapeutic process may lead to changes in how you perceive or relate to partners, family members, colleagues, or others. HeartSpace accepts no responsibility for any relational changes, conflicts, separations, or interpersonal consequences that may arise as a result of engaging in therapy.
  • No Assured Recovery: There is no guarantee that therapy will resolve, reduce, or eliminate any mental health condition, emotional difficulty, behavioural pattern, or relational problem. Some individuals may experience no perceptible improvement, and in some cases, previously manageable symptoms may temporarily intensify before improvement, if any, is experienced.
  • Unanticipated Reactions: Therapeutic interventions, while professionally delivered, may produce unexpected emotional or psychological reactions. HeartSpace and its Therapists shall not be held liable for any such unanticipated responses, whether occurring during a Session or in the days and weeks following.
  • Digital and Technical Limitations: Online therapy conducted over digital platforms carries inherent limitations including, but not limited to, the absence of physical presence, potential misinterpretation of non-verbal cues, connectivity disruptions, and technical failures that may affect the quality or continuity of a Session. HeartSpace accepts no liability for adverse therapeutic impact arising from such limitations.
  • Crisis Situations: HeartSpace and its Therapists are not equipped to respond to psychiatric emergencies in real time. If a User experiences a mental health crisis, suicidal ideation, or intent to harm themselves or others during or between Sessions, the Therapist may refer the User to emergency services. HeartSpace does not guarantee crisis intervention capability and shall not be held liable for outcomes arising from a User’s failure to seek timely emergency assistance.
  • Therapist Judgement: Therapeutic decisions, including the choice of modality, the pace of sessions, and the topics explored, are made at the professional discretion of the assigned Therapist. The User accepts that these decisions may not always align with their own expectations or preferences, and that disagreement with a Therapist’s approach does not constitute grounds for a claim against HeartSpace.

Informed Consent

By continuing to access and use HeartSpace’s Services, you confirm that:

  • You have been given a full and fair opportunity to read and understand these Terms and this Waiver before commencing any Session.
  • You have had the opportunity to seek independent legal or professional advice regarding the contents of this Waiver, should you have wished to do so.
  • You freely and voluntarily waive any and all claims against HeartSpace, its directors, officers, Therapists, staff, and affiliates arising from the inherent risks of therapy as described in this Clause 22, to the fullest extent permitted by applicable law.
  • You understand that this Waiver does not limit HeartSpace’s liability for gross negligence, wilful misconduct, or fraud.

Right to Withdraw

You retain the right to discontinue therapy at any time, without penalty, by providing written notice to HeartSpace at nancy@myheartspace.in. Discontinuation does not entitle you to a refund of fees for completed Sessions or for Sessions cancelled within the notice period specified in Clause 5.3.

— AGREEMENT TO TERMS —

BY CONTINUING TO USE HEARTSPACE, YOU CONFIRM THAT YOU HAVE READ, FULLY UNDERSTOOD, AND UNCONDITIONALLY AGREE TO THESE TERMS AND CONDITIONS AND THE INFORMED RISK OF THERAPY WAIVER.

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