Terms and Conditions

1. About these Terms

These Terms and Conditions ("Terms") apply when you use the mental health area of www.lifehetu.com (pages under /mental-health and the booking pages) to find a mental health practitioner, book a session or pay for a service offered by a practitioner. The website is operated by LifeHetu Technology Private Limited ("LifeHetu", "we", "us"), a company incorporated in India (CIN U72900KA2021PTC155142).

By booking or paying through LifeHetu, or by ticking the agreement box at checkout, you accept these Terms, our Privacy Policy and our Cancellation and Refund Policy. If you do not agree, please do not use the booking service.

2. What LifeHetu does, and does not do

LifeHetu is a technology platform. It lists the profiles of independent mental health practitioners, such as psychologists, counsellors and therapists, and lets you discover them, book time with them and pay them online.

• LifeHetu does not provide mental healthcare. We do not diagnose, assess, treat, counsel or give clinical advice, and we do not decide whether a practitioner is right for you.
• Practitioners are independent. They are not employees, partners or agents of LifeHetu, and are not engaged by LifeHetu under any contract to provide care. Each practitioner runs their own practice and sets their own fees, availability and session terms.
• Your care relationship is with the practitioner. When you book, you enter into an arrangement directly with the practitioner. LifeHetu is not a party to that arrangement.
• Clinical responsibility rests with the practitioner. The practitioner alone is responsible for the professional services they provide, their advice, their conduct, the records they keep and their compliance with the professional and legal standards that apply to them.

3. Not for emergencies

LifeHetu and the booking service are not a crisis, emergency or suicide-prevention service, and messages sent to LifeHetu are not monitored around the clock.

If you or someone else is in immediate danger, call 112 (national emergency number) or go to the nearest hospital. For free, confidential mental health support at any hour, call Tele-MANAS on 14416 or 1-800-891-4416.

4. Who can use the service

You must be at least 18 years old to book or pay through LifeHetu, and you confirm this at checkout. The service is not designed for children, and you must not make a booking for anyone under 18.

5. Practitioner profiles

Practitioners supply the information on their profiles, including their qualifications, registrations, experience, areas of work, languages, fees and availability. LifeHetu reviews the credentials practitioners submit before listing them, but we do not guarantee that profile information is accurate or complete, or that a practitioner is qualified, registered, available or suitable for your needs.

Please satisfy yourself about a practitioner before you book, and ask them directly about their qualifications, registration and approach. Reviews, ratings and articles on the site are general information, not a recommendation of any practitioner.

6. Booking and payment

• Fees are set by the practitioner and shown before you pay. A non-refundable convenience fee may be added and is shown at checkout.
• Payments are processed by our payment partner, Razorpay. LifeHetu does not see or store your full card, UPI or bank details.
• LifeHetu collects the payment on behalf of the practitioner and passes the practitioner’s share on to them.
• A booking is confirmed only when the payment succeeds and you receive a confirmation.
• The same applies to packages, courses, events and other services that practitioners offer through LifeHetu.

7. Sessions

Sessions are delivered by the practitioner, online or in person as they specify. The practitioner may ask you to accept their own terms, intake forms or consent forms, and those govern the session itself. Session links, venues and joining instructions come from the practitioner. LifeHetu does not attend, record or monitor sessions.

8. Cancellations, rescheduling and refunds

Cancellations, rescheduling and refunds are covered by our Cancellation and Refund Policy. In short: payments are not refunded if you cancel, sessions can be rescheduled subject to the practitioner's availability, and the convenience fee is never refunded. Where a practitioner publishes or gives you their own cancellation policy before you pay, that policy applies.

9. Confidentiality and your information

LifeHetu does not take part in your sessions and does not collect clinical records from you. What you discuss in a session, and any notes, assessments or records the practitioner keeps, are the practitioner's records, even where the practitioner keeps them in LifeHetu's software. Keeping them confidential, and deciding when the law or your safety requires them to share information, is the practitioner's professional responsibility.

LifeHetu handles the information needed to book and pay, such as your name, contact details, booking and payment records. How we do that is explained in our Privacy Policy.

10. Your responsibilities

• Give accurate contact details, and keep your booking and payment links to yourself.
• Treat practitioners and LifeHetu staff with respect. Abusive or threatening behaviour may lead to bookings being cancelled without a refund.
• Do not record a session without the practitioner’s written consent.
• Do not misuse the site, for example by attempting unauthorised access, scraping, making fraudulent payments or chargebacks, or impersonating someone else.

11. Articles and general information

Articles, guides, FAQs and other content on the site are general information. They are not medical or psychological advice, and they do not replace an assessment by a qualified professional. Do not ignore professional advice, or delay seeking it, because of something you read on the site.

12. Third-party services

The service relies on third parties, such as Razorpay for payments, WhatsApp for messages you choose to send us, and video or meeting tools chosen by practitioners. Their own terms and privacy policies apply when you use them, and LifeHetu is not responsible for their services.

13. Intellectual property

The LifeHetu name, logo, website design, software and content written by LifeHetu belong to LifeHetu or its licensors. Practitioner profile content belongs to the practitioner. You may view and print pages for personal use, but you may not copy, republish or sell site content without written permission.

14. Disclaimers

The website and booking service are provided "as is" and "as available". To the extent the law allows, LifeHetu gives no warranty that the service will be uninterrupted or error-free, or about the outcome of any session or service a practitioner provides.

15. Limitation of liability

Because practitioners are independent, LifeHetu is not liable for the professional services they provide, including any advice, diagnosis, treatment, act or omission of a practitioner, or the outcome of any session.

To the extent the law allows, LifeHetu is not liable for any indirect or consequential loss, and LifeHetu's total liability to you for any claim connected with the service is limited to the amount you paid through LifeHetu for the booking the claim relates to.

Nothing in these Terms limits any right you have as a consumer that cannot be limited by law.

16. Suspension

We may suspend or refuse bookings, or remove access to the service, if we reasonably believe these Terms have been breached, a payment is fraudulent, or this is needed to protect a practitioner, another user or LifeHetu.

17. Governing law and disputes

These Terms are governed by the laws of India. If you have a complaint, please contact our Grievance Officer first (below). Subject to that, the courts at Bengaluru, Karnataka have jurisdiction, without affecting your right to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

18. Changes to these Terms

We may update these Terms from time to time. The "Last updated" date above shows when they last changed. The version in force when you make a booking applies to that booking.

19. Contact and grievances

Questions about these Terms can be sent to contact@lifehetu.com. Complaints can be sent to our Grievance Officer, Puneet Pandey, at puneet@lifehetu.com.