Terms & Conditions

MITRA – Center for Counselling & Psychotherapy

A service operated by RadiantMinds Rehab LLP

Last Updated: August 2, 2026

Plain-Language Summary (not a substitute for the full terms below)

MITRA provides online psychological counselling and psychotherapy to adults located in India, delivered by RCI-registered clinicians. We are not a hospital or psychiatric facility, we do not prescribe medication, and we are not an emergency service. Sessions are 50 minutes, run on Zoom or Google Meet, and are paid for in advance through Razorpay. Cancel at least 48 hours ahead for a full refund; anything later, including no-shows, is non-refundable. If we cause a technical failure, you get a free reschedule. Please read the full terms, especially the Medical & Clinical Disclaimer and Emergency section, before booking.

1. Acceptance of These Terms

These Terms & Conditions ("Terms") govern your access to and use of the website mitracounselling.in, the booking platform at bookings.mitracounselling.in, and all counselling and psychotherapy services offered under the brand "MITRA – Center for Counselling & Psychotherapy" ("MITRA", "we", "us", "our"), a service operated by RadiantMinds Rehab LLP, a Limited Liability Partnership registered in India (LLPIN: ACB-1066), with its registered office at Sivam Arcade, Puthenangady, Kottayam, Kerala, India.

By accessing our Website, creating a booking, or making a payment for a Session, you ("you", "client", "User") confirm that you have read, understood, and agree to be bound by these Terms, including the Medical & Clinical Disclaimer in Section 4. If you do not agree with any part of these Terms, please do not use our Website or Services.

2. Definitions

"Services" means the online (and, where offered, in-person) counselling and psychotherapy services provided by MITRA's clinicians. "Session" means a scheduled appointment for a Service, booked through our Platform. "Platform" means the booking system hosted at bookings.mitracounselling.in. "Clinician" or "Therapist" means a psychologist or counsellor engaged by MITRA to deliver Services. "Website" means mitracounselling.in and bookings.mitracounselling.in together.

3. About MITRA and the Nature of Our

Services

MITRA provides online psychotherapy and counselling services, including individual therapy, depression support, anxiety and stress management, trauma and PTSD-focused work, couples therapy, and family therapy, delivered by clinicians registered with the Rehabilitation Council of India (RCI) or another applicable Indian professional body.

Our Services are a form of talk-based psychological support. They are professional, evidence-informed, and delivered by qualified clinicians, but they are fundamentally different from medical treatment. Section 4 explains this distinction in detail, and it is important that you read it before your first Session.

4. Medical & Clinical Disclaimer

Please read this section carefully. It applies to every Session and every interaction with MITRA.

4.1 Not a medical or psychiatric service. MITRA is not a hospital, medical clinic, or psychiatric facility. Our Clinicians are psychologists and counsellors, not medical doctors. They do not diagnose medical or psychiatric conditions, do not prescribe or adjust medication, and do not provide any form of medical treatment.

4.2 Not a substitute for medical care. Nothing discussed in a Session, published on our Website, or shared as a resource is a substitute for assessment, diagnosis, or treatment by a qualified physician or psychiatrist. If you are currently taking medication prescribed by a doctor, continue following that doctor's advice. Do not stop, start, or change any medication based on anything discussed in therapy without first consulting the prescribing doctor.

4.3 No guaranteed outcomes. Therapy is collaborative, and outcomes depend on many factors outside our control, including your own engagement, personal circumstances, and the nature of the concern being addressed. We do not guarantee any specific result, improvement, or cure. Testimonials, statistics, or success stories referenced on our Website reflect individual experiences and are not a promise that you will achieve similar results.

4.4 Therapy can be uncomfortable before it helps. Exploring difficult thoughts, feelings, and experiences can sometimes bring up temporary distress as part of the therapeutic process. This is a normal and expected part of the work, and your Clinician will discuss pacing and safety with you directly.

4.5 Scope of practice. Our Clinicians work within the recognised scope of psychological counselling and psychotherapy. This does not include inpatient psychiatric care, medical detoxification, or emergency stabilisation. See Section 6 for our specific scope exclusions.

4.6 Not an emergency service. MITRA is not equipped to respond to psychiatric or medical emergencies. See Section 5 below, which is part of this disclaimer.

5. Emergency and Crisis Situations

MITRA does not provide 24/7, crisis, or emergency mental health services. Our Clinicians are available only during scheduled Sessions and are not able to monitor, respond to, or intervene in a crisis that arises between Sessions or outside booked hours.

If you are experiencing a medical or psychiatric emergency, including thoughts of harming yourself or someone else, please do not wait for your next Session. Instead:

• Call emergency services at 112, or go to the nearest hospital emergency department.

• Call Tele-MANAS, the Government of India's 24/7 mental health helpline, at 14416 (or 1-800-891-4416).

• Call the KIRAN mental health helpline at 1800-599-0019.

If a Clinician reasonably believes, during a Session, that you are at serious and imminent risk of harm to yourself or another identifiable person, they may take steps they consider necessary to protect your safety or that of others, including contacting emergency services, a listed emergency contact, or relevant authorities, consistent with their professional and legal obligations. This is addressed further in Section 10 (Confidentiality).

6. Scope Exclusions

To keep our Services safe and clearly bounded, MITRA does not provide:

• Diagnosis, prescription, or management of medication for any medical or psychiatric condition.

• Medical de-addiction treatment. MITRA supports the psychological, emotional, and relational side of recovery from substance use and addiction-related concerns. We do not provide medical detoxification, pharmacological treatment, supervised withdrawal management, or inpatient rehabilitation. If you require medical de-addiction treatment or are currently experiencing withdrawal symptoms, please seek care at a licensed de-addiction centre or hospital; we are glad to help you identify an appropriate referral.

• Emergency or crisis intervention, or ongoing care for acute psychiatric conditions requiring inpatient management (see Section 5).

• Court-mandated evaluations, custody assessments, disability certification, medico-legal reports, or fitness-for-work certificates, unless separately and explicitly agreed to in writing in advance.

• Any service delivered to, or on behalf of, a person located outside India at the time of the Session (see Section 7).

7. Eligibility

7.1 Location. Our Clinicians are registered to practice in India, and our Services are intended solely for individuals physically located within India at the time of each Session. By booking, you confirm that you will be physically present in India for that Session.

7.2 Age. You must be at least 18 years old, the age of legal majority in India under the Indian Majority Act, 1875, to book or receive our Services. We do not knowingly provide Services to anyone under 18, including with parental or guardian consent. (If a court has appointed a guardian of your person or property, your age of majority may be 21 instead of 18; if this applies to you, please contact us before booking.)

7.3 Accurate information. You agree to provide accurate, current, and complete information when registering and booking, including relevant health and medication information, and to keep it updated.

8. Booking, Technology, and Session

Format

8.1 Booking. Sessions are booked through our Platform at bookings.mitracounselling.in. Availability, Clinician selection, and time slots are as shown on the Platform at the time of booking.

8.2 Session length and platform. Standard Sessions are 50 minutes. Sessions are conducted over secure video conferencing, using Zoom or Google Meet, as confirmed at the time of booking.

8.3 Your environment. You are responsible for ensuring you have a stable internet connection, a working device, and a private, confidential space free from interruption for the duration of your Session.

8.4 Technical difficulties. If a Session cannot proceed, or is significantly disrupted, due to a technical failure on our end (including Clinician-side connectivity or platform issues attributable to us), we will offer you a free rescheduled Sessionat no additional cost. If the disruption is due to an issue on your end (such as your own internet connection or device), the cancellation terms in Section 9 apply; where you have made a genuine good-faith attempt to join, we may, at our discretion, still offer a goodwill reschedule.

9. Fees, Payments, Cancellation, and Refunds

9.1 Fees. Session fees are as displayed on the Platform at the time of booking, in Indian Rupees, inclusive of applicable taxes such as GST unless stated otherwise. Full payment is required at the time of booking to confirm your Session.

9.2 Payment processing. All payments are processed through Razorpay, a licensed and PCI-DSS compliant third-party payment gateway. MITRA does not collect or store your card, UPI, or bank account details; these are handled entirely by Razorpay under its own security and privacy standards.

9.3 Cancellations. You may cancel a scheduled Session by giving at least 48 hours' notice before the scheduled start time, through the Platform or by emailing us. Cancellations made at least 48 hours in advance will receive a full refund.

9.4 Late cancellations and no-shows. Cancellations made less than 48 hours before the scheduled start time, and no-shows, are not eligible for a refund; the full Session fee will be retained.

9.5 No rescheduling for client-initiated changes. We do not offer free rescheduling if you simply wish to move a Session to a different time. If you need a different time, please cancel in line with Section 9.3 and 9.4, and make a new booking. (This does not apply to Section 8.4, which covers technical failures on our end.)

9.6 Refund processing. Approved refunds are processed to your original payment method within 7 to 10 business days, subject to the processing timelines of Razorpay and your bank or card issuer, which are outside our control.

9.7 MITRA-initiated cancellations. If we need to cancel or are unable to conduct a Session for a reason attributable to us (for example, Clinician unavailability), you will be offered, at your choice, a full refund or a free rescheduled Session.

10. Confidentiality

10.1 General principle. What you share in a Session is confidential. Our Clinicians are bound by the professional codes of ethics of their registering body and by applicable Indian law, including confidentiality provisions under the Mental Healthcare Act, 2017.

10.2 Limited exceptions. Confidentiality is not absolute. We may disclose information without your consent where:

• there is a serious and imminent risk of harm to your life, or to the life of another identifiable person;

• there is a suspicion of abuse or neglect of a child or a vulnerable adult;

• disclosure is required by a court order, statutory authority, or applicable law;

• your case is discussed, in de-identified or limited form, for clinical supervision or peer consultation with other professionals who are themselves bound by confidentiality; or

• you give us explicit written consent to share specific information with a named third party.

10.3 Data protection. How we collect, store, and use your personal and health information, in compliance with the Digital Personal Data Protection Act, 2023, is set out in our separate Privacy Policy, which forms part of your agreement with us.

11. Your Responsibilities as a Client

You agree to:

• provide accurate and complete information relevant to your care, including your mental health history and any medication you are taking under another doctor's care;

• attend Sessions from a private, confidential space, free from interruption;

• not attend a Session while under the influence of alcohol or non-prescribed substances; your Clinician may end or reschedule a Session if this appears to be the case, and standard cancellation terms may apply;

• not record any Session, in audio, video, or any other form, without the express written consent of both you and your Clinician; and

• use our Website and Services lawfully, and treat our Clinicians and staff with respect.

  
  

12. Our Right to Pause or End Services

A Clinician may, at their clinical discretion, pause or end a therapeutic relationship with you, including where your presenting needs fall outside MITRA's scope of practice (see Section 6), where fees remain unpaid, or where your conduct toward a Clinician or staff member is abusive or unsafe. Wherever reasonably possible, we will give you notice and referral information to help you continue your care elsewhere.

13. Intellectual Property

All content on our Website, including text, graphics, logos, and design, is owned by RadiantMinds Rehab LLP or its licensors and is protected under applicable Indian copyright and trademark law. You may not copy, reproduce, distribute, or create derivative works from this content without our prior written consent.

14. Limitation of Liability

To the maximum extent permitted under Indian law, MITRA's and RadiantMinds Rehab LLP's total liability to you arising out of or in connection with the Services is limited to the fees you paid for the specific Session(s) giving rise to the claim. We are not liable for any indirect, incidental, or consequential loss.

Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded under Indian law, including liability arising from gross negligence, willful misconduct, or rights available to you as a consumer under the Consumer Protection Act, 2019.

15. Indemnity

You agree to indemnify and hold harmless MITRA, RadiantMinds Rehab LLP, and our Clinicians and staff against claims, losses, or expenses arising from your misuse of the Services, breach of these Terms, or violation of applicable law.

16. Force Majeure

We are not liable for delays or failures in providing Services caused by circumstances beyond our reasonable control, including internet or platform outages, natural disasters, or government action.

17. Grievance Redressal

If you have a concern, complaint, or grievance regarding our Services or these Terms, please contact our Grievance Officer:

Deepthi Prasad, Administrator, RadiantMinds Rehab LLP Email: admin@radiantmindsrehab.com Phone: +91 7994432203

We will acknowledge your grievance within 48 hours and aim to resolve it within 15 business days.

18. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services or applicable law. The "Last Updated" date at the top of this page will change accordingly, and continued use of our Website or Services after an update constitutes acceptance of the revised Terms. We encourage you to review this page periodically.

19. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Subject to the Grievance Redressal process in Section 17, the courts at Kottayam, Kerala have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or our Services.

20. Severability and Entire Agreement

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. These Terms, together with our Privacy Policy, constitute the entire agreement between you and MITRA/RadiantMinds Rehab LLP regarding your use of our Services.

21. Contact Us

MITRA – Center for Counselling & Psychotherapy, a service of RadiantMinds Rehab LLP Sivam Arcade, Puthenangady, Kottayam, Kerala, India Email: support@mitracounselling.in Phone: +91 79944 22292 (Inquiries) / +91 79944 22298 (Support)

By booking a Session and/or making payment, you confirm that you have read, understood, and agree to these Terms & Conditions, including the Medical & Clinical Disclaimer in Section 4 and the Emergency information in Section 5.