Terms and Conditions

1. About these Terms

These Terms and Conditions ("Terms") apply to the products and services that LifeHetu Technology Private Limited ("LifeHetu", "we", "us") provides to practitioners, practices and organisations ("you", the "Customer"), and to the business pages of www.lifehetu.com.

By signing up, paying for, or using a LifeHetu product, you accept these Terms on behalf of yourself and any organisation you represent. If a signed proposal or order form agreed with LifeHetu conflicts with these Terms, the signed document takes precedence for that order.

Clients who book or pay practitioners through LifeHetu are covered by the separate Terms and Conditions for mental health bookings.

2. Our services

• Custom websites: design and development of a website for your practice, with optional Managed Hosting & Technical Care.
• Practice-management software: LifeHetu's software for client records, appointments, schedules, forms, invoices and, on supported plans, online booking and payments.
• White-label wellness app: a branded app built on LifeHetu's app platform.
• Profile listing: where agreed, listing your profile in LifeHetu's mental health directory so clients can find and book you.

3. Your account

You must give accurate information when you sign up and keep it up to date. You are responsible for your users, for keeping login details secure, and for everything done under your account. Tell us at once at contact@lifehetu.com if you suspect unauthorised access.

4. Fees, billing and renewal

• Fees are as shown on our pricing page or in your agreed proposal, and are exclusive of GST, which is added at the applicable rate.
• Subscription fees are charged in advance. Subscriptions renew automatically for the same term (monthly, quarterly, half-yearly or yearly), on the same date as the original purchase, until cancelled.
• If you set up automatic payment, the renewal is charged to your chosen method, in line with RBI rules on recurring payments. Otherwise, you must pay by payment link or bank transfer on or before the renewal date.
• Website development, setup and onboarding fees are one-time charges.
• We may change our prices by giving you at least 30 days’ notice. New prices apply from your next renewal.
• If a payment is overdue, we may suspend the service until it is paid.

5. Cancellation and refunds

You can cancel a subscription by emailing contact@lifehetu.com at least 15 days before the next renewal date. Fees are non-refundable, including setup and development fees and partly used periods. The full rules are in our Cancellation and Refund Policy.

6. Your responsibilities

You are responsible for your practice and for how you use LifeHetu. In particular, you:

• hold, and keep current, the qualifications, registrations and licences your work requires;
• are solely responsible for the professional services you provide to your clients, and for your clinical decisions and records;
• give your clients any notices, and obtain any consents, that the law requires before you enter their personal data in LifeHetu;
• ensure that the content you publish, including profile and website content, is accurate, lawful and yours to use; and
• do not use LifeHetu for anything unlawful, misleading or harmful, or to send spam.

7. Payments from your clients

Where you take client payments online through LifeHetu:

• payments are processed by Razorpay, and you must complete Razorpay’s verification for your linked account;
• LifeHetu collects the payment on your behalf and transfers your share to your linked account, less the transaction charges set out in your plan;
• where you choose to pass a convenience fee to clients, it is shown to them at checkout and is non-refundable;
• you decide refunds to your clients, in line with your own cancellation policy and the law, and any refund is recovered from your share of the payment; and
• chargebacks and disputes raised by your clients are recovered from you.

8. Your client data (data processing terms)

This section applies to personal data about your clients and staff that you, or your clients, enter into LifeHetu ("Customer Data"). It forms part of these Terms and acts as our data processing agreement with you.

• Roles. You are the data fiduciary for Customer Data. LifeHetu processes it only on your behalf, to provide the service to you, and on your documented instructions, which these Terms and your use of the product make up.
• Ownership. Customer Data, including any clinical notes or records you keep, belongs to you. LifeHetu does not access it except to provide support you ask for, to keep the service secure, or where the law requires, and never uses it for its own marketing or sells it.
• Confidentiality. Only LifeHetu staff who need access to run the service have it, and they are bound by confidentiality.
• Security. We use industry-standard safeguards, including encrypted connections and access controls.
• Sub-processors. We use Amazon Web Services and Vercel for hosting and storage, Razorpay for payments, and email and messaging providers to send notifications. Some of them process data outside India. We will tell you before adding a sub-processor that handles Customer Data.
• Breaches. If we become aware of a breach affecting Customer Data, we will tell you without undue delay and give you the information you need to meet your own obligations.
• Requests from individuals. We will help you respond to your clients' requests to access, correct or erase their data.
• End of service. When your subscription ends, you can ask for an export of your Customer Data within 30 days. After that we delete it within a further 90 days, except where the law requires us to keep it.

How LifeHetu handles your own business and account data is described in our Privacy Policy.

9. Intellectual property

• Custom websites. Once you have paid the development fee in full, the website built for you, including its design and the content created for it, is owned by you. Third-party components (such as fonts, images and open-source software) remain under their own licences.
• Apps and software. The white-label app, the practice-management software and the LifeHetu platform are LifeHetu's intellectual property. You receive a non-exclusive, non-transferable licence to use them for your practice while your subscription is active. You may not copy, resell or reverse-engineer them.
• Your content. Content you supply stays yours. You give LifeHetu a licence to host, display and process it to provide the service.
• Feedback. We may use suggestions you send us to improve our products, without obligation to you.

10. Availability and support

We aim to keep our services available and to fix problems promptly, but we do not guarantee uninterrupted or error-free service. Planned maintenance may cause short interruptions. Support is available by email at contact@lifehetu.com on Indian working days.

11. Third-party services

Our services depend on, or link to, third parties such as Razorpay, Google, WhatsApp, app stores and domain registrars. Their own terms apply, and LifeHetu is not responsible for their services.

12. Confidentiality

Each party will keep the other's non-public business information confidential and use it only for the purposes of these Terms, except where the law requires disclosure.

13. Suspension and termination

We may suspend or terminate your account if you seriously breach these Terms, fail to pay, act fraudulently, remove required LifeHetu branding without agreement, or use the service in a way that puts clients, other customers or LifeHetu at risk. Where reasonable, we will warn you first and give you a chance to fix the problem.

We may discontinue a product by giving at least 30 days' notice. When your access ends, the end-of-service terms in the data processing section apply.

14. Disclaimers

To the extent the law allows, the services are provided "as is" and "as available", without warranties of fitness for a particular purpose or of any particular business result. LifeHetu does not provide clinical, legal or tax advice, and you remain responsible for your own compliance.

15. Limitation of liability

To the extent the law allows, neither party is liable for indirect or consequential loss, or for loss of profits, revenue, goodwill or data. LifeHetu's total liability for all claims arising out of or in connection with these Terms is limited to the fees you paid to LifeHetu in the 12 months before the event giving rise to the claim. These limits do not apply to liability for fraud or any liability that cannot be limited by law.

16. Indemnity

You will compensate LifeHetu for any claims, losses and costs arising from the professional services you provide to your clients, content you publish, your breach of these Terms, or your failure to obtain consents you are required to obtain.

17. Events beyond our control

Neither party is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, outages of third-party networks or providers, government action or civil unrest.

18. Governing law and disputes

These Terms are governed by the laws of India. The parties will first try to resolve any dispute through good-faith discussion, starting with a written notice to the other party.

A dispute that is not resolved within 30 days of that notice will be referred to arbitration by a sole arbitrator appointed by mutual agreement, under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration is Bengaluru, and the language is English. Subject to this, the courts at Bengaluru, Karnataka have exclusive jurisdiction, including for urgent interim relief.

19. Changes to these Terms

We may update these Terms. For a material change, we will give you at least 30 days' notice by email before it takes effect. Continuing to use the service after that date means you accept the updated Terms. If you do not accept them, you may cancel under the Cancellation and Refund Policy.

20. General

You may not transfer your rights under these Terms without our written consent. If any part of these Terms is found unenforceable, the rest continues to apply. A failure to enforce a right is not a waiver of it. These Terms, together with any signed proposal or order form and the policies they refer to, are the entire agreement between us about the services.

21. 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.