Community and Session Conduct Policy

This Code of Conduct explains how clients, verified counselling psychologists, trained support practitioners, applicants, staff, and visitors must behave on Therefy.

Therefy is operated by Mind Turf Private Limited.

Therefy is an audio-first online counselling and emotional support platform operating in India. Therefy is not an emergency service. If there is immediate risk to your safety or someone else's safety, call 112 or contact Tele-MANAS 14416 / 1800-89-14416.

Therefy offers two services:

1. Therapy: structured audio counselling support for adults, delivered by verified counselling psychologists.
2. Vent-Out Emotional Support: emotional support for adults, delivered by trained support practitioners. Vent-Out Emotional Support is not Therapy, counselling, or medical care.

This Code of Conduct applies whenever you use Therefy.

Legal basis: Consumer protection principles support clear platform rules and fair service boundaries. The Information Technology Act, 2000 supports action against misuse of electronic systems, identity misuse, unauthorised access, privacy violations, and breach of confidentiality. SPDI Rules and India's digital personal data framework support safe handling of personal and sensitive data.

1. Who must follow this Code

This Code applies to clients, verified counselling psychologists, trained support practitioners, provider applicants, support staff, admin users, webinar and workshop participants, and anyone who visits or uses the Therefy website, platform, forms, dashboards, support channels, or session room.

Legal basis: Consumer protection principles allow platforms to set fair and visible rules for service access, safety, and misuse prevention.

2. Core behaviour standard

Everyone on Therefy must act with respect, honesty, privacy, safety, dignity, patience, lawful conduct, and service-boundary awareness.

You must not use Therefy to harm, threaten, mislead, abuse, exploit, impersonate, or harass anyone. You must not misuse the platform, its staff, its providers, or its clients.

Legal basis: The Information Technology Act, 2000 addresses unlawful use of computer resources, identity misuse, privacy violations, and harmful electronic conduct. Consumer protection principles support safe and fair use of services.

3. Respectful communication

You must communicate respectfully with clients, verified counselling psychologists, trained support practitioners, support staff, admin users, webinar or workshop participants, and anyone else using Therefy.

You must not use threats, abuse, insults, harassment, intimidation, hate speech, sexually inappropriate messages, repeated unwanted messages, personal attacks, pressure tactics, discriminatory remarks, or language that attacks religion, caste, gender, disability, age, nationality, region, sexuality, or personal background.

Therefy may restrict, pause, end, or review access if communication becomes unsafe or abusive.

Legal basis: Consumer protection principles support safe service delivery. The Information Technology Act, 2000 includes provisions connected with electronic misuse, privacy, identity misuse, and unlawful online conduct.

4. Truthful information

You must provide true and complete information when using Therefy. You must not create a false account, use someone else's identity, share false age details, hide required consent information, submit fake payment or refund claims, provide false provider credentials, misrepresent your role, submit fake reviews, submit misleading complaints, or use another person's phone number or email without permission.

Therefy may verify information where needed and may restrict, suspend, or close an account if information appears false, unsafe, unlawful, or misleading.

Legal basis: The Information Technology Act, 2000 addresses identity misuse and electronic personation. Consumer protection law also supports action against fraud, misleading claims, and unfair conduct.

5. Privacy and confidentiality

You must respect the privacy of everyone on Therefy. You must not share another person's private information, publish session details, share screenshots from dashboards or sessions, share provider or client contact details without permission, copy private messages, reveal someone else's booking or session details, use private information for personal, business, social-media, or advertising purposes, or ask another person to share unnecessary sensitive information.

Therefy does not claim confidentiality is unlimited. There are limits where safety, law, complaints, payment disputes, platform misuse, or security issues are involved.

Legal basis: Sections 72 and 72A of the Information Technology Act, 2000 address breach of confidentiality and disclosure in breach of lawful authority or contract. SPDI Rule 6 governs disclosure of sensitive personal data.

6. No recording

Therefy sessions are audio-only. Therefy does not record sessions.

You must not record any session, record audio, take screenshots of private session material, livestream a session, publish a session, share session content, allow hidden listeners, use another device to capture session content, or ask another person to record the session. This rule applies to clients, verified counselling psychologists, and trained support practitioners.

Therefy may take serious action if this rule is violated.

Legal basis: IT Act confidentiality and privacy provisions support protection against unauthorised capture or disclosure of private electronic information. SPDI Rules support limited disclosure and safe handling of sensitive personal data.

7. Service boundaries

You must respect Therefy's service boundaries.

Therapy is delivered by verified counselling psychologists. Vent-Out Emotional Support is delivered by trained support practitioners. Vent-Out Emotional Support is emotional support only and is not Therapy, counselling, or medical care.

Clients must not ask trained support practitioners to provide Therapy or counselling through Vent-Out. Trained support practitioners must not present Vent-Out as Therapy or counselling. Verified counselling psychologists and trained support practitioners must stay within their approved Therefy role.

Legal basis: Consumer protection law requires clear and truthful service descriptions. It also protects clients from misleading representations about a service or provider role.

8. Emergency misuse

Therefy is not an emergency service. You must not use Therefy for immediate safety risk or urgent crisis situations.

If there is immediate risk to your safety or someone else's safety, call 112 or contact Tele-MANAS 14416 / 1800-89-14416.

Do not wait for a session, a provider reply, a support reply, a dashboard update, an email response, a webinar response, or a refund response in an emergency.

Therefy may pause, stop, restrict, or redirect a session or booking if the issue appears outside Therefy's safe service boundary.

Legal basis: Consumer protection principles support clear warnings when a service is not suitable for emergency use. SPDI Rule 6 and applicable law support limited action where safety and legal obligations are involved.

9. Client responsibilities

Clients must use their own account, attend sessions on time, complete required consent steps, provide true information, use a private and safe place for sessions, keep their device and login secure, not record sessions, not abuse providers or staff, not ask providers to move paid sessions off-platform, not ask providers for personal contact details where platform rules do not allow it, not misuse refund or support processes, not submit false complaints, and not use the platform for unlawful activity.

If a client violates this Code, Therefy may warn, restrict, suspend, close, or review the account.

Legal basis: Consumer protection principles allow clear client responsibilities. The IT Act supports protection against unauthorised access, identity misuse, fraud, and misuse of electronic systems.

10. Provider responsibilities

Verified counselling psychologists and trained support practitioners must follow Therefy's service boundaries, use only approved provider titles, keep client information private, use client information only for platform-approved purposes, not record sessions, not move paid sessions off-platform, not ask clients for direct payment outside Therefy, not make guaranteed outcome claims, not ask for unnecessary sensitive information, not use client information for marketing, not share client details with unauthorised persons, not publish client stories without lawful review and approval, not behave abusively or exploitatively, and report safety or conduct concerns through approved channels.

A provider who violates this Code may face review, restriction, removal, payment hold where legally appropriate, or other platform action.

Legal basis: Consumer protection law requires truthful service representation. IT Act confidentiality provisions and SPDI Rules support privacy, restricted data use, and safe handling of sensitive personal data.

11. Staff and admin responsibilities

Therefy staff and admin users must access client and provider information only for approved work, use the least information needed, keep internal access secure, not download or share data without approval, not use private information for personal purposes, not use sensitive service data for advertising audiences, report security concerns, follow internal access and audit rules, and protect grievance, refund, support, safety, and session-related information.

Staff and admin misuse may lead to access removal, internal action, legal action, or reporting where required.

Legal basis: Section 43A of the Information Technology Act, 2000 supports reasonable security practices for sensitive personal data. SPDI Rule 8 supports reasonable security practices and procedures. Sections 72 and 72A address confidentiality and unauthorised disclosure.

12. Webinars and workshops

Webinar and workshop participants must behave respectfully, not record without permission, not share private participant information, not harass speakers or participants, not treat webinars or workshops as Therapy or Vent-Out Emotional Support, not ask for personal support in a public group setting, not share emergency concerns in a way that puts others at risk, and not spam or disrupt the event.

Therefy may remove a participant from a webinar or workshop if they violate this Code.

Legal basis: Consumer protection law supports clear event boundaries. Privacy and data-protection principles support protection of participant information.

13. Reviews, testimonials, and public comments

You must not post reviews, testimonials, or comments that reveal private session details, reveal another client's identity, reveal provider private contact details, contain false claims, contain abusive language, contain emergency details, claim guaranteed outcomes, misrepresent Vent-Out as Therapy, misrepresent trained support practitioners as verified counselling psychologists, or violate another person's privacy.

Therefy may moderate, reject, edit for privacy, or remove public content where needed. Therefy will not use sensitive session details in marketing without lawful consent and review.

Legal basis: Consumer protection law restricts misleading representations and unfair practices. SPDI Rule 6 restricts disclosure of sensitive personal data.

14. Payments and refunds

You must not misuse payments or refunds. You must not make false payment claims, create fake refund reasons, submit edited payment screenshots, use another person's payment details without permission, bypass Razorpay or platform payment rules, ask providers to accept direct payment for Therefy sessions, or raise dishonest disputes after receiving the service.

Refunds are governed by the Refund Policy. Payment complaints must be raised through support.

Legal basis: Consumer protection principles support clear refund and complaint processes. SPDI Rules treat financial information as sensitive personal data. The IT Act addresses electronic fraud and misuse.

15. Platform security

You must not try to access another person's account, try to access admin or provider tools without permission, test or scan or attack Therefy systems without written permission, upload malware, interfere with the platform, scrape data, copy private data, bypass security controls, exploit bugs, share OTPs or passwords or access links, or use automated tools in a harmful way.

If you find a security issue, report it to Therefy. Do not exploit it.

Legal basis: The Information Technology Act, 2000 includes provisions on unauthorised access, computer-related offences, identity misuse, privacy violation, and cyber security.

16. Advertising and marketing conduct

Therefy advertising and marketing must be careful because the platform works with counselling and emotional-support related services.

Therefy ads, landing pages, and campaigns must not claim or imply that a person has a private emotional concern, claim or imply that a person needs counselling, use fear or shame or pressure tactics, promise guaranteed results, use sensitive service behaviour for retargeting, create custom audiences from Therapy or Vent-Out behaviour, create lookalike audiences from sensitive service behaviour, send intake or safety or session or refund or grievance or emergency-route data to ad platforms, misrepresent Vent-Out as Therapy, or misrepresent provider roles.

Public marketing must use broad, respectful, non-intrusive language.

Legal basis: SPDI Rule 6 restricts disclosure of sensitive personal data. India's digital personal data framework supports purpose limitation and safeguards. Major advertising platforms restrict sensitive personal-attribute claims and sensitive-interest targeting.

17. Off-platform contact

Clients and providers must not move paid Therefy sessions off-platform. Clients must not pressure providers for personal contact details. Providers must not pressure clients to continue paid Therefy sessions outside the platform. Providers must not ask for direct payments outside Therefy for a Therefy session.

Therefy may restrict accounts or provider access if off-platform movement creates payment, privacy, safety, or service-boundary risk.

Legal basis: Consumer protection principles support transparent platform payment and service rules. Privacy rules support keeping sensitive service interactions within controlled channels.

18. What Therefy may do if this Code is violated

If this Code is violated, Therefy may take one or more of the following actions: warning, session pause, session ending, booking cancellation, refund review, support review, account restriction, account suspension, account closure, provider review, provider removal, event removal, content moderation, payment hold where legally appropriate, reporting to lawful authorities where required or permitted, or legal action where needed.

The action may depend on the seriousness of the issue, the risk involved, the evidence available, and applicable law.

Legal basis: Consumer protection law permits fair and disclosed service rules. The IT Act and privacy rules support action where misuse, privacy harm, security risk, fraud, or unlawful conduct is involved.

19. Reporting a concern

If you believe someone has violated this Code, contact Therefy.

For support, booking, payment, refund, or general conduct concerns:

Email: support@therefy.com

For legal, privacy, data-rights, or grievance matters:

Email: grievance@therefy.com Phone: 011-4103 4988 Operator: Therefy by Mind Turf Private Limited Registered address: 419 Sant Nagar, East of Kailash, New Delhi 110065

Please share only the information needed to explain the issue. Do not share OTPs, passwords, UPI PINs, card PINs, full card numbers, or unnecessary sensitive details.

Legal basis: SPDI Rule 5(9) requires grievance redressal in a time-bound manner. Consumer protection and e-commerce principles support accessible complaint and support channels.

20. Severability

This Code of Conduct applies along with the Privacy Policy, Terms of Use, Refund Policy, consent documents, and any provider-specific terms. It does not reduce any right that cannot be limited under Indian law. If any part of this Code conflicts with a right that cannot be limited under Indian law, that legal right will continue to apply.