Terms & Conditions

1. Terms of Use

This website, i.e. https://www.sukhserenity.com (the “Platform”), is operated by Sukh Serenity, having its registered office at C-6, Sector 56, Noida, Gautam Buddha Nagar, Uttar Pradesh 201307(“Sukh”, “We”, “Us” or “Our”), through which Sukh provides its Core Services: (i) 30-minute introductory counselling sessions (free trial); (ii) 60-minute individual counselling sessions; (iii) 90-minute extended individual counselling sessions; (iv) session bundles — packages of multiple sessions at a discounted rate; and (v) couples counselling sessions (collectively the “Services”). Sukh may offer from time to time certain additional services including therapist training programmes, workshops, events, corporate wellness offerings, and such other wellness or professional development offerings as Sukh may introduce from time to time (“Additional Services”).

Additional Services may be offered on a permanent, seasonal, limited-time, or one-time basis at Sukh's sole discretion. Sukh reserves the right to introduce, modify, suspend, or discontinue any Additional Service at any time without prior notice. Where Additional Services are subject to specific terms, conditions, or pricing, these will be communicated to Users at the time of booking or participation and shall form part of these Terms.

Please read these terms and conditions (the “Terms”), together with any additional terms, conditions, and policies referenced herein or available by hyperlink, carefully before accessing, using or otherwise engaging the Platform. These Terms along with the Privacy Policy and the Refunds and Cancellations Policy, collectively constitute the entire agreement between You and Sukh. By visiting the Platform, using any content or information provided as part of the Platform or Services, and/or booking a session/making any purchase on the Platform, You shall be deemed to have read, understood, and agreed to be bound by these Terms. If You do not agree to these Terms, You may not access or use the Platform or any Services.

These Terms are not intended to alter or limit the terms of any other agreement You may have with Sukh, including without limitation Sukh’s Privacy Policy and the Refunds and Cancellations Policy. We reserve the right to update, change, or replace any part of these Terms at any time by posting updates and/or changes to the Platform. It is Your responsibility to check this page periodically for changes. Your continued use of or access to the Platform following the posting of any changes constitutes Your acceptance of those changes.

You understand that by using the Platform, You have read and understood the terms of Our Privacy Policy.

For the purposes of these Terms, "You", "Your", or "User" means any natural person who visits, accesses, uses or otherwise engages with the Platform.

2. What Sukh Is

Sukh operates the Platform that facilitates access for Users to qualified counselling psychologists (“Therapists”) for the purpose of general mental wellness support. The counselling services are provided by the respective Therapists, and not by Sukh. All Therapists who provide services through the Platform are independent professionals each of whom is responsible for his/ her services and compliance with the requirements of his/her relevant professional body and/or license.

Sukh is not a clinical mental health provider, does not provide psychiatric diagnosis or treatment, and is not a substitute for emergency mental health care.

3. Eligibility

Users must be 18 years or older to create an account and book sessions. By creating an account the User confirms they are 18 or above. Sukh does not knowingly onboard minors. If a minor is found to have created an account it will be immediately deactivated and any payments refunded.

Intended Use: This Platform/ website is intended for access and use only within India and in accordance with applicable laws in India. The Platform/ website is not intended for use outside India, and Sukh makes no representation that the Platform/ website or its content and Services are appropriate or available for use in any jurisdiction outside India.

Account and Booking Process: Users (of at least 18 years of age) must create an account to access the booking and other engagement features of the Platform. Users may browse the Platform and view therapist profiles without creating an account but cannot book appointments, message therapists or otherwise engage with the Platform’s Services. To book a session, the User must create an account, select an available therapist and appointment slot, and complete the booking process. Upon confirmation of the booking, a Google Meet link (or such other video-conferencing platform as Sukh may choose) for the scheduled session will be made available to the User by Sukh.

All session bookings with Therapists for Services and payments therefor must be made exclusively through the Platform.

Any sessions booked, arranged or conducted outside the Platform are not covered by these Terms, and Sukh shall have no responsibility or liability in relation to such sessions.

4. Communication Channels

4.1 Sukh's Official Communication Channel

Sukh notifies the Users and Therapists through its official WhatsApp Business number solely for operational and administrative purposes including session reminders, booking confirmations, payment receipts, refund notifications, and platform-level rescheduling communications. This channel is operated exclusively by Sukh and does not constitute a therapeutic or clinical communication channel. Users cannot book any sessions appointments or make any payments through this WhatsApp channel.

4.2 Direct Communication Between User and Therapist

For the purpose of scheduling clarifications and rescheduling conversations, Therapists may communicate with Users directly via WhatsApp using their own contact details. This direct communication channel is between the User and Therapist as independent parties. Sukh is not a party to, does not monitor, does not moderate, and accepts no responsibility for any communication exchanged directly between a User and Therapist on any personal channel including but not limited to personal WhatsApp numbers, personal phone calls, personal email, or any other personal medium.

The User acknowledges that any direct communication with a Therapist outside the Platform is entirely at their own discretion and risk. Sukh expressly disclaims all liability for the content, conduct, accuracy, or consequences of any such direct communication.

Direct communication between a User and a Therapist must be limited strictly to scheduling of booked sessions and administrative matters relating thereto. Users cannot book any sessions appointments or make any payments directly with the Therapists.

Any communication, including therapeutic discussion, emotional support, clinical guidance, or sharing of sensitive personal information through direct personal channels is outside the scope of the Services Sukh provides and outside the terms of engagement between the User and Therapist on this Platform.

4.3 In-Platform Chat

The Platform provides an in-platform chat feature between Users and their assigned Therapists. This feature exists solely for the purpose of scheduling, rescheduling, and administrative clarification. It is not a therapeutic tool, not a crisis support channel, and not a substitute for a scheduled session.

Users must not use the in-platform chat to discuss sensitive personal information, emotional distress, clinical concerns, or any matter that would ordinarily be discussed within a therapy session. Therapists must not provide therapeutic guidance, emotional support, or clinical input through the in-platform chat.

Sukh does not monitor the content of in-platform chat messages in real time. However all messages are stored in accordance with applicable laws. Sukh reserves the right to review messages where a conduct concern is raised.

Sukh expressly disclaims all liability for any sensitive, personal, or therapeutic information shared by a User through the in-platform chat. Users are advised that the appropriate channel for all sensitive and therapeutic discussion is their scheduled session only.

4.4 Therapy Sessions

Therapy sessions take place via Google Meet or such other video-conferencing platform as Sukh may choose. Sukh provides the technical infrastructure to generate and deliver session links and to track session attendance. Sukh is not a party to, participant in, observer of, or responsible for any therapy session.

All therapeutic discussion, clinical guidance, emotional support, and sensitive personal disclosure take place exclusively within scheduled sessions between the User and their independently operating Therapist. The content of sessions is the sole professional responsibility of the Therapist and is entirely outside Sukh's visibility, control, or liability.

4.5 User Content

You are solely responsible for Your conduct and any data that You may submit, post or display on or via the Platform. Sukh shall have no liability for conduct in relation to Your use of Our Platform and/or the Services provided by Sukh. Violations of these Terms may result in legal consequences prescribed by the applicable laws.

In addition to other prohibitions as set forth in these Terms, You are prohibited from using the Platform, its content and/or the Services provided by Sukh: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate Our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Platform or of any related website, other websites, or the internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Platform or any related website, other websites, or the internet. We reserve the right to terminate Your use of the Platform or any related website for violating any of the prohibited uses set forth in these Terms including the foregoing.

4.6 Consent to Receive Electronic Communications

You agree that Sukh may contact You regarding the Services or any related services that You inquire about through Our Platform. You consent to receiving such communications electronically including, appointment reminders, confirmation emails/messages, questions about scheduling or services, and other marketing communications, updates to these Terms and the Privacy Policy.

When providing Us with Your email address and phone number, You represent that they are Yours and are up-to-date. You consent to receiving texts or emails about the Services to the addresses and numbers provided.

If You later decide that You do not want to receive certain communications electronically, please contact us via the contact information provided in these Terms. You may also opt out of certain electronic communications through Your account or by following the unsubscribe instructions in any communication You receive from Sukh.

Sukh may need to send You certain communications electronically regarding the Services, which may be essential for the purpose of providing You with the Services. These communications include notifications of updates to these Terms or information about billing. If You withdraw Your consent to receive communications electronically, certain Services may become unavailable to You.

5. No Emergency Services

Sukh is not an emergency service. If you are in immediate danger or experiencing a psychiatric emergency, contact local emergency services. The independent support lines below may also help.

6. Session Booking and Payment

Sessions are confirmed only upon successful payment via Razorpay or such other payment aggregator. Sukh reserves the right to cancel a session if payment cannot be verified. Session rates are displayed at the time of booking and are inclusive of all applicable taxes. Bundle sessions are non-transferable and expire as stated at time of purchase.

7. Refunds and Cancellations Policy

The User may cancel a session at any time before the scheduled session start time. Any cancellation made within 90 (ninety) minutes of the scheduled session start time will be treated as a “Late Cancellation”.

If the User does not join a scheduled session, such session will be treated as a “User No-Show”.

In case of Late Cancellations and User No-Shows, User will receive a full refund of the amount paid for such session will not attract any cancellation fee or penalty. However, Sukh may issue a warning to the User and, in the case of repeated or habitual Late Cancellations or User No-Shows, restrict, suspend or otherwise limit the User’s ability to make future bookings or access certain features of the Platform.

Sukh reserves the right to introduce, modify or remove cancellation fees, no-show penalties or related charges upon providing at least 7 (seven) days’ prior written notice to active Users.

In the event that a Therapist does not join within the first 15 minutes of the scheduled session time slot, the therapy session will be cancelled on account of ‘Therapist-No-Show’ and the User will receive a full refund of the session amount plus an automatically generated 20% discount code on their next session, sent to their registered email address and WhatsApp number. The User acknowledges that the refund provided under this clause constitutes the User’s entire remedy in respect of a Therapist-No-Show, and Sukh shall not be liable for any additional compensation in connection with such Therapist-No-Show.

All refunds will be processed within 5–7 working days to the original payment method used at the time of booking.

Bundle sessions cancelled before the bundle start date will be fully refundable. In the event of cancellation of a bundle after its start date, any refund in respect of unused sessions will be calculated at the discounted per-session rate applicable to the bundle and not at the standard individual session rate. Sessions already used by the User will be non-refundable. By purchasing a bundle, the User acknowledges and agrees that the bundle is offered at a discounted rate and that any refund for unused sessions will be calculated accordingly.

In the event of any discrepancy between these Terms and the Refunds and Cancellations Policy of Sukh, these Terms shall prevail.

8. Therapist Standards

Sukh undertakes reasonable verification of the credentials and qualifications of the Therapists before onboarding based on the documents and information provided to it. Sukh relies on the accuracy, completeness and authenticity of the information and documents provided by the Therapist and does not independently verify every credential with the relevant issuing institution. Sukh disclaims all warranties, whether express, implied or statutory, in relation to the accuracy, validity, authenticity or completeness of any Therapist credentials or qualifications.

Therapists are subject to regular clinical supervision. Clinical supervision refers to the structured oversight provided by our retained Consultant Clinical Psychologist. This includes group supervision sessions twice a month with all platform Therapists, individual supervision once a month per Therapist, and case consultation on an anonymised basis for complex or escalated situations.

Sukh does not guarantee specific outcomes from therapy.

Therapists are solely and exclusively responsible for the content of their profiles and Sukh expressly disclaims any and all liability for the content of Therapist profiles, including, without limitation, the accuracy or reliability of information contained therein. Sukh bears no responsibly for information on the Platform given by the Therapists and Sukh has no liability or responsibility as to the accuracy, reliability or completeness of any such information on the Platform.

9. Therapist Responsibility for Session Confidentiality

The confidentiality of all information disclosed within a therapy session is the sole professional responsibility of the Therapist. Sukh is not a party to therapy sessions and does not hold, access, or manage any in-session information.

Each Therapist on the Sukh Platform is independently responsible for:

• Maintaining the confidentiality of all User disclosures made during therapy sessions
• Storing any session notes or records securely and in compliance with applicable laws, and professional and legal standards
• Making professional judgements about when confidentiality must be broken — including but not limited to situations involving risk to the life of the User or another person
• Complying with all applicable legal and professional obligations when breaking confidentiality, including informing the relevant authorities or emergency contacts as required

10. Platform Availability

Sukh endeavours to maintain the availability of the Platform but does not guarantee uninterrupted access. Sukh will not be responsible for any disruption to a session arising from the User’s internet connection, device, power failure or other technical issues on the User’s end, or from any third-party service, including Google Meet or any other video-conferencing platform used for the session.

Where a session is interrupted or cut short by more than 15 minutes due to a Platform or technical failure attributable to Sukh, Sukh will offer the User one rescheduled session at no additional cost.

11. Intellectual Property

The Platform, the website and its related webpages and all rights, title, and interest, including all related platform content, design, code, and intellectual property rights therein (“Sukh Intellectual Property”) are owned by Sukh. "Sukh", "Sukh Serenity", “Sukh Mental Health”, “sukh.solutions”, and “sukhserenity.com” and all related names, logos, product, domain names, trademarks, trade names, designs, and slogans ("Sukh Marks") are intellectual property of Sukh. You must not use, reproduce, distribute, or commercially exploit any Sukh Marks and/or Sukh Intellectual Property without the prior written permission of Sukh. Subject to Your compliance with these Terms, Sukh grants You a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to: access, use or visit the Platform solely in connection with Your use of the Services or browsing of the Platform on Your personal device; and access and use any content, information and related materials that may be made available through the Platform, in each case solely for Your personal, non-commercial use. Any rights not expressly granted herein are reserved by Sukh and its licensors.

12. Limitation of Liability

To the fullest extent permitted by applicable law, Sukh makes no representations or warranties, express or implied, statutory or otherwise, in respect of the Platform, the therapy sessions, Therapists, or any other aspect in respect thereof, including without limitation:

• Sessions and Session Content: Sukh does not direct, supervise, monitor, record, or control the content of therapy sessions, and makes no representation or warranty as to the advice, guidance, or decisions of any Therapist during a session; a Therapist's response or failure to respond to a User's disclosed condition or risk; any harm, distress, loss, or damage arising directly or indirectly from a session; or any other act, omission, statement, or conduct of a Therapist;
• Confidentiality: Sukh does not direct, advise, or instruct Therapists on confidentiality decisions. The decision to maintain or break confidentiality in any circumstance is a matter of the Therapist's independent professional judgement and responsibility alone, and Sukh makes no representation or warranty in respect thereof;
• Therapist Conduct: Sukh makes no representation or warranty in respect of any communication, interaction, relationship, therapeutic or otherwise, or conduct between a User and a Therapist that occurs on or outside the Platform, including direct WhatsApp, phone calls, personal meetings, or any other channel, whether or not that relationship originated through the Platform;
• Information Shared by Users: Sukh makes no representation or warranty in respect of a User’s choice to share sensitive, personal, or clinical information through any channel, including in-platform chat, direct WhatsApp, or communication with Sukh's administrative team, who are not mental health professionals and are not equipped or authorised to receive, respond to, or act upon such disclosures.

Sukh is not liable for any indirect, consequential, or punitive damages arising out of or in connection with any of the foregoing, whatsoever, and however arising, whether in contract, tort (including negligence), or otherwise.

Notwithstanding anything to the contrary contained in these Terms, Sukh’s aggregate liability to the User, whether arising out of or in connection with a therapy session, these Terms, or the Platform, and regardless of the number of incidents, claims, or causes of action, shall not exceed the fee actually paid by the User to Sukh for the respective session giving rise to the claim.

13. Governing Law and Disputes

These terms are governed by the laws of India. Any disputes arising from the use of Sukh shall be subject to the exclusive jurisdiction of the courts of Delhi.

14. Therapist Independence and Full Platform Indemnity

14.1 Therapist Status

Therapists who provide services through the Sukh Platform are independent professionals operating their own practice. They are not employees, agents, partners, or legal representatives of Sukh. Sukh acts solely as a technology platform that facilitates connections between Users seeking mental wellness support and qualified independent Therapists.

14.2 Therapist Conduct

Each Therapist is solely responsible for their own professional conduct, ethical standards, and compliance with applicable professional regulations. Sukh's credential verification and clinical supervision processes are reasonable quality measures on a best-effort basis and do not transfer Therapist liability to Sukh. Sukh does not warrant that a Therapist's conduct during sessions will meet any particular clinical standard or personal expectation.

Any complaint regarding Therapist conduct during a session must be directed to the Therapist directly and to the relevant professional body. Sukh will cooperate with formal investigations where required by law but does not accept liability for Therapist conduct.

Sukh cannot and does not accept liability for how an individual therapist conducts themselves within a session. Liability for in-session conduct rests solely with the therapist as an independent professional.

14.3 Indemnity

You agree to indemnify, defend, and hold harmless Sukh, its subsidiaries, affiliates, partners, officers, directors, agents, licensors (collectively, the “Sukh Parties”) from and against any and all claims, losses, causes of action, demands, liabilities, damages, costs, or expenses (including, but not limited to, litigation and reasonable attorneys' fees and expenses) arising out of or relating to any of the following: (i) Your access to or use of the Platform; (ii) any actions taken with Your account, whether by You or by any other person; (iii) Your violation of any provision of these Terms or any document incorporated herein by reference; (iv) non-payment for any Services provided through the Platform; (v) Your violation of any law or of any third-party right, including without limitation any intellectual property, publicity, confidentiality, property, or privacy right; and/or (vi) disclosure of sensitive, personal, or clinical information by You through any channel, including the in-platform chat, direct WhatsApp, or any communication with Sukh's admin team.

15. Acknowledgement of the Nature of Therapy

The User acknowledges that therapy is a personal and sometimes challenging process. Therapy is an individualised process intended to provide general mental wellness and counselling support, and its nature, approach and progress may vary depending on the User’s individual circumstances and the professional judgement of the Therapist. Progress in therapy is not linear and some Users may experience temporary increases in distress, emotional discomfort, or difficult feelings as part of the therapeutic process. This is a normal and recognised aspect of therapeutic work and does not constitute harm or negligence on the part of the Therapist or Sukh.

The User acknowledges that the effectiveness of therapy depends significantly on the User's own engagement, honesty, and commitment to the process. Sukh and its Therapists cannot be held responsible for any outcomes of the therapy sessions, including where the User has withheld relevant information, disengaged from the process, or used the service in a manner inconsistent with these terms. Sukh and its Therapists do not guarantee any specific diagnosis, treatment, improvement, recovery or other tangible or measurable outcome from therapy. The User’s subjective assessment that a session was not helpful, did not meet the User’s expectations, or did not result in a particular outcome shall not, by itself, constitute a failure to provide the Services.

The User acknowledges that therapy is not a substitute for medical or psychiatric treatment including where such treatment is clinically indicated. Where a Therapist recommends that a User seek psychiatric assessment or medical support, the User is solely responsible for acting on that recommendation. Sukh does not coordinate, arrange, or take responsibility for any external medical or psychiatric care a User may require.

By using the Platform, You consent to Your Therapist sessions being conducted remotely, and through electronic communications as mentioned in these Terms. Please note, Your Therapist may have additional consents and documentation for You to complete.

16. Contact Information

If You have any questions, concerns, or complaints regarding these Terms, the Platform, or the Services, You may contact Us at:

Sukh Serenity

Email: admin@sukhserenity.com

Phone: +91 98717 51051

17. Assignment

You may not assign, transfer, or delegate these Terms, or any rights or obligations hereunder, including any session or bundle sessions purchased from the Platform, and any purported assignment, transfer, or delegation in violation of this clause shall be void. Sukh may assign, transfer, or delegate these Terms, and any rights or obligations hereunder, in whole or in part, without Your consent and without notice to You.

18. Force Majeure

Sukh shall not be liable for any failure or delay in the performance of its obligations under these Terms, or for any interruption, suspension, or unavailability of the Platform or Services, to the extent that such failure, delay, interruption, suspension, or unavailability arises out of or is caused by any circumstance beyond Sukh's reasonable control, including without limitation acts of God, natural disasters, fire, flood, epidemic or pandemic, war, terrorism, civil unrest, strikes or labour disputes, governmental action or restriction, internet or telecommunications failures, power outages, or failures of third-party service providers or infrastructure.

19. Changes to Terms

Sukh reserves the right to update these Terms at any time without prior notice. In the event of a material change to these Terms, all active Users will be notified via email within 7 days of the change taking effect on the Platform.

Regardless of whether any changes have been made to the Terms, all Users who are actively engaged in ongoing therapy on the Sukh Platform are required to re-consent to the Terms every 3 months. This re-consent requirement exists to ensure the safety of all Users, to maintain a fully informed and consensual therapeutic relationship between the User and their Therapist, and to ensure that all active Users are aware of and agree to the current Terms under which their therapy is being conducted.

Re-consent is completed through the same digital consent form process used at onboarding — full scroll required, typed name, and drawn signature. Users who do not complete re-consent within 14 days of being prompted will have their ability to book new sessions temporarily paused until re-consent is completed. Existing booked sessions will not be affected during this window.

Active Users are defined as Users who have attended at least one session in the preceding 90 days.