Grievance and Data Rights Contact

This page explains how you can contact Therefy for grievances, privacy requests, data-rights requests, payment concerns, service concerns, and platform concerns.

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. Do not use this grievance process for emergencies.

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.

Legal basis: Rule 5(9) of the SPDI Rules, 2011 requires a grievance officer and time-bound grievance handling. India's digital personal data law recognises grievance redressal and data rights. Consumer protection principles also support clear complaint and support channels.

1. When to use this page

You can use this page to raise a service concern, report a booking issue, report a payment or refund issue, report a privacy concern, request access to your personal data, request correction of inaccurate data, request update of outdated data, request deletion where legally applicable, withdraw consent where legally applicable, ask how your data is used, raise a provider conduct concern, report misuse of the platform, report a safety or privacy issue, or ask about grievance escalation.

Please use the correct contact channel so that Therefy can route your request properly.

Legal basis: Rule 4 of the SPDI Rules, 2011 requires clear disclosure of privacy and grievance practices. Consumer protection and e-commerce principles support accessible support and complaint redressal.

2. Emergency matters are different

Therefy is not an emergency service. Do not use grievance email, support email, dashboard messages, refund requests, webinars, workshops, forms, or provider messages for immediate safety risk.

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

Therefy support and grievance channels are not monitored as emergency response channels. Therefy may not be able to read or respond to messages immediately.

3. Main contact channels

For booking, payment, refund, account, or general support:

Email: support@therefy.com

For privacy, data-rights, legal, 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 include only the information needed to explain your request. Do not share OTPs, passwords, UPI PINs, card PINs, bank passwords, full card numbers, or unnecessary sensitive details.

Legal basis: Rule 5(9) of the SPDI Rules, 2011 requires grievance officer contact details to be published and grievances to be handled in a time-bound manner. Consumer protection principles also support clear contact details for complaints and refunds.

4. Information to include in your request

To help us review your request, include your full name, registered email address, phone number linked to your Therefy account, booking ID if relevant, payment ID if relevant, service type if relevant, date of session or event or payment or issue, a short description of the concern, and any relevant screenshot or document.

Please do not include more private information than needed. If the request is about another adult participant, Therefy may need proof that you are authorised to act for that person.

Legal basis: SPDI Rule 5 supports collection of information only for a lawful and connected purpose. India's digital personal data framework supports data minimisation, identity verification, and lawful processing.

5. Identity verification

Before acting on a privacy or data-rights request, Therefy may verify your identity. This helps protect your account and personal data.

Therefy may ask for confirmation from your registered email address, phone number verification, booking or payment reference, account details already linked to your profile, or other reasonable proof if needed.

Therefy will not ask for your OTP, password, UPI PIN, card PIN, bank password, or full card number. If we cannot verify that the request is from you or from a person authorised to act for you, we may refuse or limit the request.

Legal basis: Section 43A of the Information Technology Act, 2000 and Rule 8 of the SPDI Rules, 2011 support reasonable security practices. India's digital personal data law also supports safeguards before acting on personal data requests.

6. Your data rights

Subject to applicable law, you may request access to information about your personal data, correction of inaccurate personal data, completion of incomplete personal data, update of outdated personal data, deletion or erasure where legally applicable, withdrawal of consent where processing depends on consent, information about how your data is used, grievance redressal, and nomination of another person to exercise rights in case of death or incapacity where legally applicable.

Some rights may not apply in every situation. Some requests may be refused, limited, delayed, or partly fulfilled where the law allows or requires it.

Legal basis: India's digital personal data law recognises rights relating to access, correction, erasure, grievance redressal, consent withdrawal, and nomination. SPDI Rule 5 also recognises withdrawal of consent, subject to consequences.

7. Access requests

You may ask Therefy whether we process your personal data and for a summary of your personal data and how it is used.

Therefy may provide information about account data, booking records, payment and refund records, consent records, support history, service-related records, and provider or applicant records where applicable.

Access may be limited where disclosure would affect another person's privacy, safety review, legal obligation, payment dispute, fraud review, security investigation, provider conduct review, platform integrity, or information that Therefy is legally required or permitted to restrict.

Legal basis: India's digital personal data law recognises the right to access information about personal data, subject to applicable conditions and lawful limits.

8. Correction and update requests

You may ask Therefy to correct inaccurate personal data or update outdated personal data. This may include name correction, phone number update, email correction, profile update, consent-status correction, booking-related correction, or provider-profile correction where applicable.

Therefy may ask for verification before making a change. Therefy may keep previous records where needed for legal, payment, audit, tax, dispute, security, or safety reasons.

Legal basis: India's digital personal data law recognises correction and completion rights. Rule 5 of the SPDI Rules, 2011 supports review and correction of information where applicable.

9. Deletion or erasure requests

You may ask Therefy to delete personal data where legally applicable. Therefy may delete, anonymise, or restrict data where the data is no longer needed and no legal or operational reason requires retention.

Therefy may need to keep some records for tax and accounting, payment and refund records, legal compliance, booking history, consent records, dispute handling, grievance handling, safety review, provider review, fraud prevention, platform security, and audit records.

If deletion is not possible for all records, Therefy will try to explain the reason in simple terms.

Legal basis: India's digital personal data law recognises erasure rights where personal data is no longer necessary, subject to legal obligations. SPDI Rule 5 supports retention only for as long as required for lawful purposes or as required by law.

10. Withdrawal of consent

You may withdraw consent where Therefy relies on consent to process your personal data. If you withdraw consent needed to provide a service, Therefy may not be able to continue that service.

This may affect account access, booking, consent forms, session preparation, session delivery, support handling, provider application review, and webinar or workshop participation.

Withdrawal of consent does not automatically affect processing already completed before withdrawal. It may also not affect data that Therefy must keep for legal, payment, tax, audit, dispute, safety, security, or compliance reasons.

Legal basis: SPDI Rule 5 recognises withdrawal of consent, with the consequence that goods or services may be withdrawn where the information is necessary. India's digital personal data law also recognises consent withdrawal.

11. Nomination

Where legally applicable, you may nominate another person to exercise your data rights in case of death or incapacity. Therefy may require identity verification, proof of nomination, proof of authority, supporting documents, and legal review before acting on the request.

Therefy may refuse or limit a nomination request if the authority is unclear, disputed, unlawful, unsafe, incomplete, or not verifiable.

Legal basis: India's digital personal data law recognises nomination rights for exercise of rights in case of death or incapacity.

12. Requests involving another adult

Therefy may not share one adult's personal data with another adult only because they are related, married, in a relationship, part of the same family, or part of the same booking. For Couple Therapy or Family Therapy, each adult participant has their own privacy interests.

If you request another adult's data, Therefy may need that adult's direct consent, proof of legal authority, safety review, legal review, and identity verification. Therefy may refuse the request if it affects another person's privacy or safety.

Legal basis: SPDI Rule 6 restricts disclosure of sensitive personal data. India's digital personal data law supports data rights for the person to whom the data relates.

13. Provider and applicant requests

Verified counselling psychologists, trained support practitioners, and applicants may contact Therefy about their data. Requests may relate to profile details, application status, verification records, payment records, availability records, service history, conduct review, account access, document correction, or data deletion where legally applicable.

Therefy may keep provider or applicant records where needed for legal, tax, payment, verification, audit, dispute, safety, client-protection, or platform-integrity reasons.

Legal basis: India's digital personal data law applies to digital personal data. SPDI Rules may apply where sensitive personal data is collected. Consumer protection principles also support responsible provider verification and platform integrity.

14. Grievances about service quality

You may raise a grievance if you believe a booked service was not provided as described, a refund request was not reviewed fairly, a provider behaved improperly, the platform did not follow its policies, your support concern was not handled properly, a webinar or workshop was misleading, service boundaries were unclear, or there was a privacy or safety concern.

Therefy may review booking records, payment status, consent status, attendance records, support messages, relevant technical logs, provider report, policy terms, and available evidence.

Therefy will not review grievances based only on guaranteed outcome expectations because Therefy does not guarantee outcomes.

Legal basis: Consumer protection principles support grievance redressal for service concerns, unfair practices, misleading service descriptions, and deficiency in service.

15. Grievances about privacy or data use

You may raise a privacy grievance if you believe your personal data was used wrongly, your sensitive information was shared wrongly, your data-rights request was not handled properly, your consent was not recorded correctly, your account was accessed without permission, your support message was mishandled, your session privacy was violated, or your data was used for advertising in a way that did not follow Therefy's policies.

Therefy will review the concern and may take reasonable steps based on the facts. These steps may include correction, restriction, deletion where applicable, internal review, access removal, provider review, security review, or process improvement.

Legal basis: SPDI Rules 4, 5, 6 and 8 support privacy-policy disclosure, consent, disclosure limits, grievance handling, and reasonable security practices. Sections 43A, 72 and 72A of the Information Technology Act, 2000 support data protection and confidentiality duties.

16. Advertising and sensitive data concerns

Therefy may run ads on platforms such as Google, Meta, or other channels. Therefy does not use sensitive Therapy, Vent-Out Emotional Support, safety, intake, emergency, refund, grievance, or session behaviour data for retargeting, custom audiences, lookalike audiences, or sensitive behaviour segments.

If you believe your sensitive service data was used in an advertising or marketing context, contact grievance@therefy.com. Therefy will review the concern.

Legal basis: SPDI Rule 6 restricts disclosure of sensitive personal data. India's digital personal data law supports purpose limitation, lawful processing, and safeguards.

17. Response timelines

Therefy will try to acknowledge grievances and data-rights requests in a reasonable time. Some matters may be resolved quickly. Some matters may take longer if they involve identity verification, payment-provider review, provider report, technical logs, safety review, legal review, data retrieval, another adult's privacy, third-party service providers, complex account history, or incomplete information from you.

Privacy and grievance matters will be reviewed in a time-bound manner as required by applicable law. If more time is needed, Therefy may tell you why.

Legal basis: SPDI Rule 5(9) requires grievance redressal in a time-bound manner. India's digital personal data law recognises grievance redressal.

18. Possible outcomes

After review, Therefy may answer your question, correct information, update account records, delete data where legally applicable, restrict processing where appropriate, explain why a request cannot be fully completed, approve or reject a refund request under the Refund Policy, take provider conduct action, restrict or suspend an account, improve an internal process, escalate to legal or safety or payment or technical review, or close the matter where no further action is required.

Therefy may not always provide the outcome you request. Therefy will try to explain the decision in simple terms.

Legal basis: Consumer protection principles support fair and reasoned grievance handling. Privacy laws support lawful limits on access, deletion, and disclosure.

19. When Therefy may refuse or limit a request

Therefy may refuse, delay, or limit a request if identity cannot be verified, the request is unclear, the request is repetitive or abusive, the request is fraudulent, the request asks for another adult's data without authority, the request affects safety, the request affects a legal claim or dispute, the request affects payment or refund review, the request affects provider conduct review, the request affects platform security, the data must be kept under law, fulfilling the request would violate another person's rights, or fulfilling the request is not required under applicable law.

Therefy will try to explain the reason where possible.

Legal basis: Privacy and data-rights laws allow rights to operate subject to lawful limits, safety, legal obligations, and rights of others.

20. Escalation

If you are not satisfied with Therefy's response, you may reply to the same email thread and ask for review. Please explain what decision you disagree with, what part of the response is incomplete, what remedy you are seeking, and any new evidence or document.

This does not remove any right you may have under Indian law. You may use legally available remedies under consumer protection, data protection, or other applicable law.

Legal basis: India's digital personal data law recognises grievance redressal. Consumer protection law also gives consumers access to legally available remedies.

21. Safe communication rules

When contacting Therefy, please do not send OTPs, passwords, UPI PINs, card PINs, bank passwords, full card numbers, unnecessary private screenshots, another person's private data without authority, or emergency messages that need immediate local response.

If you need to explain a sensitive issue, share only what is needed for review. Therefy may ask for more information if required.

Legal basis: SPDI Rule 5 supports limited collection for a lawful purpose. Section 43A of the Information Technology Act, 2000 and Rule 8 of the SPDI Rules, 2011 support reasonable security practices.

22. Changes to this page

Therefy may update this Grievance & Data Rights page from time to time. The updated version will apply from the effective date shown. If the change is important, Therefy may notify clients through the website, account, email, or another reasonable method.

Legal basis: Rule 4 of the SPDI Rules, 2011 supports keeping privacy and grievance information published and updated.

23. Severability

This page does not reduce any right that cannot be limited under Indian law. If any part of this page conflicts with a right that cannot be limited under Indian law, that legal right will continue to apply.