Terms of Service

1. Acceptance of Terms

By accessing and using InnerLift ("we," "our," "us," or the "Service"), you accept and agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service. Your continued use of the Service constitutes your acceptance of these Terms and any future modifications.

2. Description of Service

InnerLift is a digital mental wellness platform that connects users with licensed mental health professionals for therapy, counseling, and wellness support services. Our services include video therapy sessions with licensed therapists and psychiatrists, mental health assessments and screening tools (such as PHQ-9 and GAD-7), progress tracking through mood logs and journaling, wellness resources and educational content, anonymous therapy options for privacy, subscription packages for ongoing support, and community support forums.

Important: InnerLift is a platform that connects users with independent mental health professionals. We facilitate these connections but do not provide therapy services directly.

3. User Eligibility

You must be at least 18 years of age, have the legal capacity to enter into binding contracts, provide accurate and truthful information during registration and use of the Service, and comply with all applicable laws and regulations in India to use our Service.

3.1 Services for Teens (Ages 16-17)

Parents or legal guardians may book counseling services for teens aged 16-17. When booking in the "Teens" category, the parent or guardian must accept terms confirming they are the legal parent or guardian, the teen is aged 16-17, and they provide consent for mental health services. The parent or guardian's account must be used for booking and payment. Therapy sessions are confidential between the teen and therapist, and parents are notified only in crisis or emergency situations.

4. User Account

4.1 Account Creation

To access our services, you must create an account with accurate and complete information. You are responsible for maintaining the confidentiality of your account credentials, all activities that occur under your account, and notifying us immediately at support@clarivent.com of any unauthorized use or security breach.

4.2 Account Deletion

You may delete your account at any time through the "Account" section of the mobile app by scrolling to the bottom and tapping the "Delete Account" option in red. Account deletion is immediate and permanent with no recovery period. All your data, including therapy session notes, payment history, and forum posts, will be permanently deleted. All upcoming appointments will be cancelled without refund. See our Privacy Policy for complete details on data deletion.

4.3 Account Suspension or Termination by InnerLift

We reserve the right to suspend or terminate your account immediately if you violate these Terms, engage in fraudulent activities, harass or abuse therapists or other users, post inappropriate or harmful content in forums, attempt to compromise platform security, or engage in activities that harm the platform or other users. Account termination by InnerLift does not entitle you to any refund of unused services.

5. Therapist Services and Limitations

5.1 Independent Professional Relationship

All therapists, counselors, and psychiatrists on our platform are independent licensed professionals who maintain their own professional practice. InnerLift acts as a technology platform that facilitates connections between users and mental health professionals. We do not provide therapy services directly, employ therapists as staff, control how therapists conduct their sessions (beyond platform guidelines), or assume liability for therapist professional conduct or treatment decisions.

5.2 Not Emergency Services

CRITICAL: InnerLift is not an emergency service and cannot provide immediate crisis intervention. If you are experiencing a medical or mental health emergency, thoughts of self-harm, or suicidal ideation, please call India Emergency Services at 112 immediately, or go to the nearest emergency room. Do not use InnerLift or wait for a therapist response in an emergency.

5.3 Scope of Services

InnerLift provides mental health counseling and therapy support, not medical diagnosis or treatment for physical health conditions. Our services complement but do not replace in-person medical care. For medical conditions, medication management, or physical symptoms, consult your physician or qualified healthcare provider.

5.4 Therapist Responsibilities and Conduct

Therapists on InnerLift are required to maintain valid professional licenses and credentials, adhere to professional ethical standards and codes of conduct, maintain confidentiality (subject to legal and ethical exceptions), provide services in a professional and respectful manner, and complete sessions as scheduled or provide reasonable notice of cancellations.

5.5 Therapist Right to Refuse or Terminate Services

Therapists may refuse to provide services or terminate the therapeutic relationship if they believe they cannot adequately help you, there is a conflict of interest, you violate professional boundaries or engage in inappropriate conduct, or you do not comply with treatment recommendations. In such cases, the therapist will provide appropriate referrals when possible, and you will receive a pro-rata refund for unused sessions in your subscription package (calculated based on remaining sessions at the original package rate).

5.6 User Choice to Change Therapists

You have the right to choose and change therapists at any time for any reason. However, subscription packages are specific to the therapist and therapy type selected at purchase. If you wish to change to a different therapist during an active subscription, you will need to purchase a new subscription package with the new therapist. Your existing subscription cannot be transferred to a different therapist and will expire unused at the end of its validity period (no refund provided). You may book individual sessions with different therapists without purchasing a subscription.

6. Anonymous Therapy Services

6.1 Anonymous Therapy Option

InnerLift offers anonymous therapy services where you can access mental health support without revealing your full identity to your therapist. When you choose anonymous therapy, your therapist will only see your chosen user handle or pseudonym, your age, and your gender (if you choose to share it). Your therapist will not have access to your real name, email address, phone number, billing address, or payment information.

6.2 Limitations of Anonymous Services

By choosing anonymous therapy, you acknowledge and accept the following limitations: crisis intervention capabilities may be limited, we may need to breach your anonymity in life-threatening emergencies, medical records and insurance claims cannot be provided, long-term therapeutic relationships may be more challenging to establish, some advanced features (detailed progress tracking, provider continuity across sessions) may not be available, and we cannot verify your identity for certain regulatory or legal requirements.

7. Payment, Refunds, and Cancellations

7.1 Pricing and Payment

Fees for therapy sessions, consultations, and subscription packages are clearly displayed on the platform before booking. By confirming a booking, you agree to pay the specified amount. All payments are processed securely through our payment gateway provider, Razorpay. We do not store your complete credit card or debit card information. You are responsible for ensuring your payment method has sufficient funds and is valid at the time of booking.

7.2 Subscription Packages

InnerLift offers subscription packages that provide multiple therapy sessions at a discounted rate for long-term support. Subscription packages are valid for a specified period (e.g., 30 days, 90 days) from the date of purchase. Unused sessions in a package expire at the end of the validity period and cannot be refunded or carried forward. Subscription packages are non-transferable to other users but can be used with different therapists on the platform.

7.3 Cancellation Policy

By User - Individual Session Booking: If you cancel an individual session 24 hours or more before the appointment time, you will receive a full refund to your original payment method. If you cancel less than 24 hours before the appointment time, no refund will be issued. If you do not attend a scheduled session (no-show) without prior cancellation, no refund will be issued.

By User - Subscription Package Booking: If you cancel a session booked from your subscription package 24 hours or more before the appointment time, the session will be credited back to your subscription count (+1 session). If you cancel less than 24 hours before the appointment time, no credit will be issued and the session will be fully deducted from your package. If you do not attend a scheduled session (no-show) without prior cancellation, no credit will be issued and the session will be fully deducted from your package.

By Therapist: If a therapist cancels a scheduled session for any reason, you will receive a full refund or the session will be credited back to your package, and we will assist you in rescheduling with the same or a different therapist.

7.4 Refund Policy

Refunds for individual sessions (cancelled 24+ hours in advance) are processed to the original payment method within 5-7 business days. Subscription packages are non-refundable. However, if you book a session from your subscription package and cancel it (following the 24-hour cancellation policy), the session will be credited back to your subscription count and can be used later within the subscription expiry period. Cash refunds are not provided for subscription packages. Technical issues or platform errors that prevent service delivery will result in full refunds or session credits.

Note: Platform fees and applicable GST (Goods and Services Tax) are non-refundable. When a refund is issued, only the base consultation fee will be refunded, and platform fees and GST will be deducted from the refund amount.

7.5 No Refund on Account Deletion

Important: If you delete your account, all upcoming appointments will be automatically cancelled and no refunds will be issued for cancelled sessions, unused subscription packages, or prepaid services. We strongly recommend completing or cancelling your active bookings before deleting your account to avoid forfeiting paid services.

7.6 Pricing Changes

We reserve the right to modify our pricing at any time. Price changes will not affect bookings or subscription packages already purchased. You will be notified of price changes before your next booking or subscription renewal.

8. User Conduct and Prohibited Activities

8.1 Acceptable Use

You agree to use InnerLift only for lawful purposes and in accordance with these Terms. You agree not to violate any laws or regulations in India or your jurisdiction, harass, threaten, intimidate, or abuse therapists or other users, share inappropriate, offensive, defamatory, or harmful content, attempt to hack, reverse-engineer, or compromise platform security, share your account credentials with others, use the platform for any unauthorized commercial purpose, impersonate another person or entity, collect or harvest information about other users, or interfere with or disrupt the Service or servers.

8.2 Consequences of Violations

Violations of these conduct rules may result in immediate account suspension or termination without refund, removal of content or forum posts, reporting to law enforcement if illegal activity is suspected, and legal action to recover damages or enforce these Terms.

9. Forum and Community Guidelines

9.1 Public Forums

InnerLift provides public support forums where users can share experiences, ask questions, and support each other. All forum content is publicly visible to all users and the general public. When participating in forums, only your chosen user handle or pseudonym is visible - your real name, email, and phone number are not displayed.

9.2 Forum Conduct

You agree to be respectful and supportive of other community members, avoid sharing personal identifying information in public forums, not post content that is harmful, abusive, discriminatory, or illegal, respect the confidentiality and privacy of others, comply with our Community Guidelines, and report violations or concerning content to our moderation team.

9.3 Content Moderation

We reserve the right to monitor, review, edit, or remove any forum content that violates these Terms or our Community Guidelines. We use a combination of automated tools and human moderators to maintain a safe and supportive community. Content moderation decisions are at our sole discretion.

9.4 Forum Content and Account Deletion

When you delete your account, all your forum posts and their content will be permanently deleted. Comments from other users on your deleted posts will remain visible but will show the original post as "deleted by user." Your comments on other users' posts will be anonymized and shown as posted by "Anonymous."

10. Confidentiality and Its Limits

10.1 Therapist-Client Confidentiality

Mental health professionals on InnerLift are bound by professional ethical obligations to maintain confidentiality of your therapy sessions and health information. Communications between you and your therapist are private and protected, subject to the limitations described below.

10.2 Limits to Confidentiality

Confidentiality may be breached when required by law or to prevent serious harm, including imminent risk of suicide or self-harm, threats to harm another person or credible risk of violence, suspected child abuse or neglect (mandatory reporting under Indian law), elder abuse or abuse of vulnerable adults, valid court orders or subpoenas requiring disclosure of information, and situations where disclosure is necessary to prevent serious and imminent harm.

By using InnerLift, you acknowledge and consent to these limits on confidentiality.

11. Intellectual Property

All content, features, functionality, design, software, code, logos, trademarks, and materials on InnerLift are owned by Clarivent Technologies Private Limited or its licensors and are protected by Indian and international copyright, trademark, patent, trade secret, and other intellectual property laws. You may not copy, modify, distribute, sell, lease, reverse-engineer, decompile, or create derivative works from any part of the Service without our express written permission. You are granted a limited, non-exclusive, non-transferable license to access and use the Service for your personal, non-commercial use only.

12. Content Ownership and License

12.1 Your Content

You retain ownership of any content you create or upload to InnerLift, including forum posts, journal entries, mood logs, and communications. By posting content on InnerLift, you grant us a non-exclusive, worldwide, royalty-free license to use, store, display, and process your content solely for the purpose of providing and improving the Service. This license ends when you delete your content or account, except for content that has been shared with others (such as forum posts where others have commented).

12.2 Therapist Notes and Records

Therapy session notes and clinical records created by your therapist may be retained by the therapist in accordance with their professional licensing requirements and medical record laws. These records are the therapist's professional obligation and are separate from InnerLift's data retention policies.

12.3 Prohibited Content

You agree not to post or share content that is illegal, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, or invasive of another's privacy, infringes on intellectual property rights, contains malware or harmful code, promotes violence, discrimination, or illegal activities, impersonates another person or entity, or violates these Terms or our Community Guidelines.

13. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied. To the maximum extent permitted under Indian law, InnerLift disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising from course of dealing or usage of trade. We do not warrant that the Service will be uninterrupted, secure, error-free, or free from viruses or other harmful components, that defects will be corrected, that the Service will meet your specific requirements, or that any particular results or outcomes will be achieved through use of the Service.

You acknowledge that mental health treatment outcomes cannot be guaranteed and that results vary by individual. InnerLift makes no warranties regarding the qualifications, competence, or quality of any therapist on the platform, although we conduct credential verification.

14. Limitation of Liability

To the maximum extent permitted by Indian law, Clarivent Technologies Private Limited, its directors, officers, employees, affiliates, agents, contractors, and licensors shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary damages arising from your use of the Service, including but not limited to loss of profits, loss of data, loss of goodwill, service interruptions, computer damage or system failure, or the cost of substitute services.

InnerLift shall not be liable for any damages arising from the actions, errors, omissions, or professional conduct of any therapist or mental health professional on the platform, failure to achieve desired therapeutic outcomes, emotional distress or mental health deterioration, unauthorized access to your account due to your failure to maintain confidentiality, service interruptions or technical issues beyond our reasonable control, or third-party services or content.

In no event shall InnerLift's total liability to you for all damages, losses, and causes of action exceed the amount you have paid to InnerLift in the twelve (12) months preceding the claim, or ₹10,000, whichever is lower.

15. Indemnification

You agree to indemnify, defend, and hold harmless Clarivent Technologies Private Limited, its affiliates, directors, officers, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from your use or misuse of the Service, your violation of these Terms, your violation of any rights of another person or entity, your violation of any applicable laws or regulations, or any content you post or share on the platform.

This indemnification obligation will survive termination of these Terms and your use of the Service.

16. Dispute Resolution and Arbitration

16.1 Informal Resolution

Before initiating any formal dispute resolution, you agree to contact us at support@clarivent.com to attempt to resolve the dispute informally. We will make good-faith efforts to resolve disputes amicably within 30 days.

16.2 Arbitration Agreement

If informal resolution is unsuccessful, any dispute, controversy, or claim arising out of or relating to these Terms or the Service shall be resolved through binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 (India). The arbitration shall be conducted by a single arbitrator mutually agreed upon by both parties, or if no agreement can be reached, appointed by the court. The seat of arbitration shall be Bangalore, India, and the language of arbitration shall be English. Each party shall bear its own costs of arbitration, and the arbitrator's fees shall be split equally unless the arbitrator decides otherwise.

16.3 Exceptions to Arbitration

Either party may seek injunctive or equitable relief in court to prevent actual or threatened infringement, misappropriation, or violation of intellectual property rights. Small claims (disputes under ₹20,000) may be brought in small claims court instead of arbitration.

16.4 Class Action Waiver

You agree that disputes will be resolved on an individual basis only. You waive any right to bring claims as a plaintiff or class member in any class action, collective action, or representative proceeding.

16.5 Grievance Redressal

Under the Information Technology Act, 2000, and Digital Personal Data Protection Act, 2023, you may file a grievance regarding the Service by contacting support@clarivent.com. We will acknowledge your grievance within 48 hours and provide a resolution within 30 days.

17. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India, including the Information Technology Act 2000, Contract Act 1872, Consumer Protection Act 2019, and other applicable Indian laws, without regard to conflict of law principles. Subject to the arbitration provisions in Section 16, any disputes arising from these Terms or the Service shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.

18. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent to the greatest extent possible.

19. Changes to These Terms

19.1 Right to Modify

We reserve the right to modify these Terms at any time to reflect changes in our services, legal requirements, or business practices. When we make material changes, we will update the "Last Updated" date at the top of this document, increment the version number, notify you through the mobile app, email, or a prominent notice on our website, and for significant changes, we may require you to accept the updated Terms before continuing to use the Service.

19.2 Your Acceptance of Changes

Your continued use of the Service after changes are posted constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you must discontinue use of the Service and may delete your account.

19.3 Version History

Previous versions of these Terms are available upon request by contacting support@clarivent.com.

20. Entire Agreement

These Terms, together with our Privacy Policy and any other legal notices or policies published on the platform, constitute the entire agreement between you and InnerLift regarding your use of the Service. These Terms supersede any prior agreements, understandings, or representations, whether written or oral. If there is any conflict between these Terms and any other document, these Terms shall prevail.

21. Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver of any provision of these Terms will be effective only if in writing and signed by an authorized representative of InnerLift.

22. Assignment

You may not assign or transfer these Terms or your rights and obligations under these Terms without our prior written consent. We may assign or transfer these Terms or our rights and obligations under these Terms to any third party without restriction, including in connection with a merger, acquisition, reorganization, or sale of assets. Any attempted assignment in violation of this section is void.