These Terms and Conditions govern your use of the Well Hope mobile application, website and all associated counselling services provided by Asha Counselour. By accessing or using the Well Hope platform, you acknowledge that you have read, understood and agreed to be bound by these Terms. If you do not agree with any provision in this document, you must discontinue the use of our services immediately.

Well Hope provides psychological and mental-health counselling strictly for emotional support, wellbeing guidance and personal development. The services delivered through the platform, including voice calls, video calls, scheduled calls and (in future) chat-based counselling, are not a substitute for medical diagnosis, psychiatric evaluation, emergency care, medication, or any form of medical or clinical treatment. Counsellors on Well Hope do not prescribe medicines and do not act as medical professionals unless explicitly licensed to do so within the legal scope of their authority. All counselling outcomes depend on personal and environmental factors, and Well Hope does not guarantee improvement in mental health or personal circumstances.

Users are responsible for ensuring that the information they provide, including personal details, health information, mental-health history and emergency contacts, is accurate and complete. The use of Well Hope is voluntary, and all decisions and actions taken by users during or after counselling sessions are entirely their own responsibility. Well Hope, Asha Counselour, its partners, employees and counsellors shall not be held liable for any emotional, psychological, financial, physical or relational consequences arising from the use of the platform.

Well Hope is not intended for individuals experiencing suicidal thoughts, self-harm intentions, violent behaviour, psychosis, medical emergencies or any condition requiring urgent professional intervention. If you are facing such a crisis, you must immediately contact nearby hospitals, emergency authorities, local police, or national helplines. In situations where counsellors believe you are in immediate danger, they may, at their discretion, contact your emergency person or refer you to emergency services for your safety. This action is taken strictly in accordance with legal and ethical principles of duty of care.

The user agrees to fully indemnify, defend and hold harmless Asha Counselour (Well Hope), its partners, officers, counsellors and staff from any loss, damage, liability, legal cost or expense arising from the user’s breach of these Terms, misuse of the platform, unauthorised contact with counsellors outside the platform, submission of false information, violation of law, or use of counselling content for purposes other than intended. Counsellors engaged on Well Hope shall indemnify and hold harmless Asha Counselour for any professional negligence, ethical violation, boundary breach, fraudulent qualification, unauthorised advice or misconduct committed by the counsellor, whether during or after sessions.

To maintain ethical standards, protect user privacy, and prevent misconduct, Well Hope strictly prohibits users and counsellors from connecting outside the platform. This includes sharing personal phone numbers, social media profiles, email addresses or engaging in private meetings or conversations beyond the Well Hope application. If the user or counsellor voluntarily chooses to communicate outside the platform, such interaction is entirely at their own personal risk. Well Hope and Asha Counselour shall not be liable for any misconduct, exploitation, harm, emotional distress or conflict that arises from such external communication. If any user or counsellor experiences behaviour that feels inappropriate, unsafe or uncomfortable, they may file a complaint with the Grievance Officer. All such complaints will be handled confidentially by a specially constituted Ethics and Dispute Resolution Committee.

Users must maintain respectful, non-abusive behaviour during counselling sessions and communication with the platform. Harassment, abusive language, threats, sexual advances, discrimination or inappropriate behaviour toward counsellors or staff may lead to immediate suspension or termination of the user's account. Similarly, counsellors engaging in unprofessional conduct shall face disciplinary action under internal policies.

Users acknowledge that Well Hope relies on external network providers, hosting services and communication systems such as hostinger servers, internet connectivity, video and audio call providers and payment gateways. Technical issues such as call drops, interruptions, data delays or temporary unavailability may occur. Well Hope is not responsible for any technical malfunction or service disruption arising from external systems beyond its control.

All payments on Well Hope are processed securely through Razorpay. Since counselling sessions are scheduled in advance and counsellors commit time for each appointment, Well Hope follows a strict no-refund policy. Users may request rescheduling before the session begins, but refund requests are not accepted under any circumstances except in rare cases at the sole discretion of Well Hope management.

By using Well Hope, users acknowledge and agree that their personal and sensitive data, including mental-health information and session details, will be processed in accordance with the Privacy Policy available on our website and application. Users may request access, correction or deletion of their data by contacting the Grievance Officer.

If any dispute arises between the user and Well Hope regarding the use of services, data processing, counsellor conduct, account issues or any matter relating to these Terms, the dispute shall first be addressed through internal grievance resolution.

Well Hope maintains a strict policy against false, malicious or exaggerated complaints intended to harass, defame or extort the platform, its counsellors or its partners. If after investigation a complaint is determined to be intentionally false or malicious, Well Hope reserves the right to suspend the user’s account, deny services and pursue legal remedies including damages and recovery of investigation costs.

These Terms and all related documents shall be governed by and construed in accordance with the laws of India. While disputes shall be resolved through arbitration, both parties may approach the competent courts in New Delhi for interim or emergency relief, including injunctions, to prevent harm or protect rights while arbitration is ongoing.

To the fullest extent permitted by law, the aggregate liability of Asha Counselour (Well Hope) to the User for any and all claims arising out of or relating to these Terms, the Service or any Counselling shall be limited to the total Fees paid by the User to Well Hope in the three (3) months preceding the event giving rise to the claim. Under no circumstances shall Asha Counselour be liable for any indirect, special, incidental or consequential damages

Well Hope reserves the right to modify, amend or update these Terms at any time without prior notice. Changes will become effective when posted on the website or application. Continued use of the platform after such changes constitutes acceptance of the updated Terms.

For any concerns or complaints, users may contact the Grievance Officer, Asha Gupta, at wellhopeoffice@gmail.com or call 7290956693. Written correspondence may also be sent to the registered address: A-241, Second Floor, Sangam Vihar, Block A, Dr. Ambedkar Nagar, South Delhi, Delhi 10062.

Use of the Well Hope platform signifies acceptance of all provisions contained in this document.