1. Agreement and operator
These terms govern your access to Mindara, a digital mental-health platform operated by Mindara, a unit of eMedify, Sangrur, Punjab 148001, India (“Mindara”, “we”, “us”). By creating an account, booking or delivering care, joining a programme, or using the platform, you agree to these terms and our Privacy policy. If you use Mindara for an organisation, you confirm that you have authority to act for it.
2. What Mindara is
Mindara provides technology for discovering professionals, booking and paying for services, secure messaging, video or audio sessions, in-person coordination, group sessions, workplace programmes, self-help tools, and related records. Mindara is not an emergency service. Unless a service is explicitly identified as being delivered by Mindara itself, clinicians are independent professionals responsible for their clinical judgement, licences, scope of practice, and professional obligations.
3. Eligibility, location, and identity
You must provide accurate information, protect your credentials, and promptly update your location. Care availability depends on the client’s physical location at the time of service and the provider’s authority to practise there. A profile, search result, or price display is not itself confirmation that a provider may treat you in every jurisdiction. You must be 18 or older to hold a Mindara account. A child under 18 can use Mindara only through a child profile that their parent or legal guardian manages, as described in our Privacy policy.
4. Safety and emergencies
Do not use Mindara for an immediate emergency, imminent risk of harm, or time-critical medical need. Contact local emergency services or a crisis line. Mindara may surface safety resources, pause automated features, or contact appropriate support where permitted when there is a serious and credible safety concern, but it cannot guarantee continuous monitoring.
5. Bookings, attendance, and session modes
A booking becomes confirmed only after the platform records successful payment or valid programme coverage. Temporary slot holds expire after the displayed payment window. Video, audio, text, and in-person services have different access windows and provider rules. Participants must join from a private, safe environment and must not impersonate another person. Connection and attendance events may be recorded for access control, support, billing, and disputes. Session recording is off unless the service clearly says otherwise and obtains the required consent.
6. Messaging and response times
Messaging is asynchronous and is not suitable for emergencies. Any reply target shown for a messaging plan is a service target, not a guarantee of continuous or immediate response. Access ends with the paid period or other displayed expiry. Mindara may apply provider programme rules for missed response targets while preserving clinical discretion and safety escalation.
7. Payments, fees, cancellations, and refunds
Prices, taxes, currency, payment method, cancellation window, and any refund terms are shown before purchase. Exchange-rate displays are estimates until the payment provider confirms the charged amount. Refund eligibility depends on the applicable service policy and mandatory consumer rights; our Refund & Cancellation Policy sets out the standard terms and timelines. Failed, abandoned, reversed, or fraudulent payments do not create a valid appointment or entitlement. Chargebacks may suspend the affected service while investigated.
8. Mindara Coins
Mindara Coins are credit held in your Mindara account (1 coin = ₹1). You can use them only to pay for sessions and plans on Mindara. Coins cannot be withdrawn as cash, transferred to another person, or exchanged outside Mindara. Coins you buy, and coins you receive as a refund, do not expire while your account is open. Promotional and referral coins expire on the date shown when you receive them, normally 90 days later. Depending on the refund policy shown before you book, a refund may be returned to your original payment method or as Mindara Coins.
9. Prescriptions and clinical documents
Only an appropriately authorised professional may issue a prescription. A document is not a guarantee that a pharmacy will dispense a medicine, and local prescribing, identity, examination, jurisdiction, and controlled-drug rules always apply. Clinical documents are final once issued; any correction must be made through a clearly traceable replacement or addendum. Never alter a prescription or use one for another person.
10. AI-assisted and self-help features
Companion, matching, summaries, screening, and self-help features may use rules or artificial intelligence. They provide support and organisation, not diagnosis, medical advice, or a substitute for a qualified professional. Outputs can be incomplete or wrong. Important health decisions require human clinical judgement. Where separate consent is required, the feature stays unavailable until consent is given.
11. Workplace and group services
Eligibility may be funded by an employer or another organisation, but individual care details are not shared with that organisation except with your permission, as required by law, or in de-identified or aggregated reporting designed to prevent identification. Group participants must respect confidentiality; Mindara cannot control what another participant remembers or discloses outside the group.
12. Acceptable use
You may not harass users, solicit outside the platform in breach of programme rules, upload malware, scrape profiles, bypass access controls, misuse health information, record without permission, post unlawful content, or interfere with service operation. Community contributions must follow moderation and safety rules.
13. Provider responsibilities
Providers must keep credentials, registrations, insurance where applicable, service jurisdictions, availability, prices, and professional information accurate; work within competence; obtain informed consent; document care; protect confidentiality; and follow applicable telemedicine, prescribing, advertising, tax, and professional rules. Verification is a platform control, not a continuing warranty of professional fitness.
- No off-platform contact or bookings. Providers must not share personal contact details (such as a phone number, email address, social-media or messaging handle, or personal payment details) with a client they met through Mindara, and must not invite or encourage that client to book, pay, or continue care outside Mindara. The only exception is a client who was already the provider’s client before they connected on Mindara. Mindara does not tolerate any such incident: it may lead to penalties, withholding of payouts, and suspension or permanent removal from Mindara.
- Fair practice. Unfair practices are not tolerated, for example misleading profiles, qualifications or prices, fake or pressured reviews, pressure selling, unnecessary sessions, or discrimination. They are handled in the same way.
- Session notes and records. Completing session notes and documenting care is mandatory for every session a provider delivers.
- Legal duties to report. If a client discloses information that the law requires to be shared or reported (for example a serious risk of harm to someone, or the abuse of a child), informing the relevant authorities and meeting that legal duty is solely the responsibility of the provider to whom the client disclosed it.
14. Intellectual property
Mindara’s software, brand, and editorial materials are protected by law. We give you a limited, revocable, personal right to use the service. You retain rights in content you submit and grant us only the rights needed to host, secure, process, and display it for the service you requested.
15. Availability and liability
We work to keep Mindara secure and available, but internet services can fail and no outcome from care is guaranteed. Nothing in these terms excludes liability or remedies that cannot lawfully be excluded, including applicable consumer rights. To the extent permitted by law, Mindara is not liable for indirect or consequential loss, independent clinical decisions, or events outside reasonable control.
16. Suspension, termination, and records
You may stop using Mindara and request account closure. We may restrict access where reasonably necessary for safety, fraud prevention, legal compliance, non-payment, or serious rule breaches. Required clinical, transaction, security, and dispute records may remain after account closure for the applicable retention period.
17. Law, complaints, and changes
These terms are governed by the laws of India. Subject to any mandatory rights you have where you live, the courts at Sangrur, Punjab have jurisdiction. Please contact [email protected] first so we can investigate. If you are not satisfied, write to our Grievance Officer: Dr Devanshu (Grievance Officer), Mindara, a unit of eMedify, Sangrur, Punjab 148001, India. Email [email protected]. We acknowledge every complaint within 48 hours and aim to resolve it within one month. You may also contact the National Consumer Helpline (1915, consumerhelpline.gov.in) or the consumer commission that has jurisdiction. Material changes will be dated and, where required, notified or presented for renewed agreement.