Terms of Service

This Agreement is entered into between the Counsellor and the Client prior to the commencement of any therapeutic engagement or counselling sessions (hereinafter referred to as "Sessions"). The purpose of these Sessions is to provide a structured and professional environment wherein the Client may explore emotional, psychological, or interpersonal difficulties, with the support of a qualified mental health practitioner.

All practitioners operating under the aegis of ReNyou – Reflections 'N' You Counselling & Mental Wellbeing Services (hereinafter referred to as “the Organization”) are duly qualified and registered under the appropriate Indian laws and are bound by the ethical codes and standards of professional conduct applicable to their respective fields of practice. This document outlines the responsibilities, expectations, and terms governing the therapeutic relationship between the Client and the Counsellor.

The Organization and its practitioners are committed to maintaining the confidentiality of all communications that occur within the therapeutic space. All discussions between the Client and the Counsellor shall remain strictly confidential. The Counsellor may, however, engage in professional supervision with an accredited supervisor to ensure the quality and ethical integrity of their practice. In such cases, care is taken to ensure that the identity of the Client is not revealed, and all information discussed remains within the bounds of professional confidentiality.

In situations where disclosure of client information becomes necessary, the Organization will obtain the Client’s informed, written consent prior to such disclosure. However, exceptions to confidentiality are recognized under both ethical and legal provisions. These include, but are not limited to, situations where the Client is a minor (under the age of 18), where there is reasonable suspicion of imminent harm to self or others, or when incidents of abuse or neglect of children, the elderly, or individuals with disabilities are disclosed. Confidentiality may also be overridden in instances involving criminal proceedings, court orders, or other lawful directives.

In circumstances where the Client is receiving psychiatric or medical treatment, the Client is encouraged to inform the Counsellor. Communication with the treating physician shall only occur with the Client’s explicit consent, except where urgent intervention is required to prevent serious harm. In such cases, relevant information may be shared with medical professionals, law enforcement, or appropriate third parties in accordance with legal and ethical mandates.

Session notes may be maintained by the Counsellor solely for professional use, and these will be stored securely. In certain cases, audio recordings may be made for training or supervision purposes, but only with the Client’s prior consent. Such recordings are used strictly for professional development and are destroyed after their intended use.’

All scheduling, rescheduling, and cancellation of appointments must be conducted through the designated contact channels provided by the Organization. Clients are advised to use these channels responsibly and solely for the purposes related to therapy and administrative coordination.

The Organization is not equipped to provide emergency or crisis intervention services. In the event of a psychological or medical emergency, the Client is strongly advised to contact emergency services (e.g., dial 100), seek assistance at the nearest hospital, or contact a 24×7 crisis helpline such as the AASRA Foundation (+91-9820466726). Clients experiencing thoughts of self-harm or suicide are urged to seek immediate support and are encouraged to inform their primary care physician or psychiatrist.

Clients are required to provide current and accurate contact information and to notify the Organization of any changes that may affect communication or safety.

Therapeutic sessions, whether for individuals or couples, are scheduled for a duration of forty-five (45) to sixty (60) minutes. Should the Client request an extension, such additional time shall be billed and paid before the beginning of the session, subject to the Counsellor's availability.

It is the responsibility of the Client to arrive punctually for each session. If a client arrives late, the session will conclude at the originally scheduled time to ensure fairness to subsequent Clients. If the Client arrives more than fifteen (15) minutes after the scheduled start time without prior notice, the session shall be not be exceeded post their allotted slot. As the recommended duration for a session is between forty-five (45) to sixty (60) minutes, any delay exceeding fifteen (15) minutes from the scheduled start time is deemed to compromise the therapeutic value of the session.

The Client is expected to participate in sessions in good faith, providing accurate and honest information to the best of their knowledge. Where mutually agreed upon, the Client may be asked to undertake reflective tasks or therapeutic exercises between sessions. The Client is encouraged to communicate any distress, discomfort, or concern they may experience during the course of the sessions, in order to ensure that such matters can be addressed with appropriate care.

A review of the therapeutic process may be initiated after the first three (3) sessions to assess progress and determine the suitability of continuing the engagement.

If a client wishes to cancel a scheduled session, they must do so at least twelve (12) hours prior to the appointment time. In such cases, the session may be rescheduled at a mutually convenient time, subject to the Counsellor’s availability. Cancellations made within twelve (12) hours of the scheduled appointment, or non-attendance without prior notification, shall result in the session being marked as forfeited. Please note that refunds are not applicable under any circumstances.

Rescheduling of appointments is permitted with at least twelve (12) hours’ notice, subject to the mutual availability of the Client and the Counsellor.

In cases where the Counsellor is unable to attend a session due to illness, personal leave, or unforeseen circumstances, the Client shall be informed at the earliest opportunity and offered the option to reschedule. The Client shall not be charged any fee for sessions missed due to Counsellor unavailability.

Under no circumstances will inappropriate or disrespectful conduct — including any form of sexual harassment — be tolerated. In such instances, the Counsellor reserves the right to terminate the session immediately. Sexual harassment includes, but is not limited to, unsolicited physical contact, sexually suggestive remarks or behaviour, sharing of explicit content, and the solicitation of sexual favors.

In the event that the Client encounters the Counsellor in a public or social setting, the Counsellor will refrain from initiating contact in order to preserve the Client’s privacy and maintain the integrity of the therapeutic relationship. Should the Client initiate interaction, the Counsellor may respond appropriately while maintaining professional boundaries.

If the Client and Counsellor find themselves part of the same professional or social network, and this dual relationship poses a conflict of interest or compromises therapeutic neutrality, the Counsellor may elect to withdraw from the professional engagement in a respectful and ethical manner.

The Organization maintains records of Clients in accordance with the relevant ethical, professional, and legal standards. These records are stored securely and are accessible only to authorised personnel. Sensitive personal data — including but not limited to gender identity, sexual orientation, religious or political beliefs, health history, and legal status — is collected solely for the purpose of delivering personalised and effective therapeutic care.

Such data may also be used, in anonymized form, for internal audits, research, fundraising, and service development. At no point shall personally identifiable information be used for any purpose without the Client’s informed consent.

At present, physical records are retained for a period of one (1) year following the conclusion of services, after which they are securely destroyed in accordance with data protection protocols. In the event that the Organization transitions to digital record-keeping, records shall be retained for a maximum of three (3) years before being deleted in a manner that ensures data security.

Fees for services are communicated in advance and are to be paid in full to confirm an appointment. Failure to make timely payment will result in the automatic cancellation of the scheduled session. Additional charges may apply for assessments, psychological testing, and supplementary services.

The Organization reserves the right to review its fee structure annually. Any changes to the applicable fees shall be communicated to Clients with adequate notice.