Client Terms & Conditions

Welcome to Social Counselling.

These Terms & Conditions ("Terms") govern the Client's access to and use of Social Counselling services, including Social Counselling sessions and Empathetic Listening services offered through the Social Counselling platform/website.

By accessing the website, selecting a service, booking a session, providing the required information, making payment, or otherwise engaging Social Counselling for its services, the Client acknowledges that they have diligently read, understood and agreed to these Terms & Conditions unconditionally. If the Client does not agree with these Terms, they should not proceed with booking or using the services.

For the purpose of these Terms:

2.1 "Social Counselling"

"Social Counselling" refers to the service provided through the Social Counselling platform within its defined scope, including the areas identified in these Terms and on the website.

2.2 "Client"

The Client is the person who engages Social Counselling for a service and is responsible for availing/purchasing the service and making the applicable payment. For booking counselling service for a minor (teen / youth counselling), the client can only be the parents / legal guardian of the minor (counselee).

2.3 "Counselee"

The Counselee is the person for whom the Social Counselling service is intended and who is expected to participate in the counselling process. The Client and Counselee may be the same person or different persons.

2.4 "Social Counsellor"

A Social Counsellor is an independent professional engaged by Social Counselling on a freelance basis to provide Social Counselling services. A Social Counsellor is not an employee of Social Counselling.

2.5 "Empathetic Listener"

An Empathetic Listener is an independent person engaged by Social Counselling to provide the separate Empathetic Listening service. Empathetic Listening service is distinct from Counselling services.

Social Counselling provides an opportunity for an individual or family to discuss relevant personal, social, interpersonal or family circumstances with an independent Social Counsellor.

The Social Counsellor may listen, understand, assess, question, provide perspective, identify relevant considerations and offer guidance or recommendations based upon the circumstances presented.

Social Counselling is intended to help Clients and Counselees develop a better understanding of their circumstances and consider a constructive course of action.

The service does not constitute a guarantee that the Client or Counselee will achieve a particular outcome or change their behaviour as a result of the counselling.

Social Counselling currently offers services in the following areas:

Teenager / Youth Counselling

Student Counselling

Marriage Counselling

Pre-marriage counselling

Post-marriage counselling

Compatibility assessment/check

Couple Counselling

Senior Citizens Counselling

Women Counselling

Family Planning Counselling

Corporate Employees Counselling

Counselling for self (Individual Counselling)

Other Counselling on Social Norms

Empathetic Listening

The description and availability of particular services may be updated by Social Counselling from time to time.

Empathetic Listening is offered as a separate service and is not a Counselling service.

The service provides an opportunity for the client to speak with an Empathetic Listener in an environment intended to be respectful, patient and empathetic.

The primary purpose is to provide an opportunity to the client to be heard and supported through empathetic human interaction (Empathetic Listener).

Empathetic Listening does not constitute diagnosis, treatment, therapy, medical advice or psychiatric/psychological intervention. Empathetic Listening does not provide counselling in any shape and form. It is more intended towards listening to the client and be of empathetic support.

No particular outcome is guaranteed.

Social Counselling may provide information on the website regarding available Social Counsellors, including their:

areas of specialisation;

experience;

language spoken;

regional exposure;

other relevant profile information.

The Client is responsible for reviewing the information provided and making an informed selection of the Social Counsellor they wish to engage.

The Client's selection of a Counsellor constitutes an acknowledgement that the Client has had an opportunity to consider the Counsellor's available profile information, including language and stated area(s) of specialisation. Client may still go ahead and select a particular Counsellor for a particular service, even if it is not stated as Counsellor’s specialization.

Social Counselling does not represent that any particular Counsellor is uniquely or exclusively qualified under statutory provision to address a particular matter merely because an area is identified as that Counsellor's specialisation.

A Counsellor's stated area of specialisation reflects their experience, strengths and expertise within the Social Counselling framework.

Such specialisation:

is not represented as a statutory or regulated professional qualification;

does not constitute a clinical qualification;

does not imply that other Social Counsellors are incapable of providing the relevant service; and

is intended to assist Clients in making an informed selection.

Every Social Counsellor is trained to provide the Social Counselling services offered by the organisation, subject to the organisation's applicable training and operating framework.

Where the Client and Counselee are different persons, the Client acknowledges that the Counselling session is intended for the Counselee.

For example, a parent may engage Social Counselling as the Client while their teenager participates as the Counselee.

The Client may therefore be required to provide relevant information during the initial session to assist the Social Counsellor in understanding the circumstances and prepare well for the main counselling session.

The Client understands that the Counselling process is not intended to be a mechanism for obtaining a verbatim or detailed account of everything discussed privately by the Counselee during the counselling session.

Before the main counselling session, Social Counselling may conduct an initial or "download" session with the Client and/or relevant person to:

understand the problem statement;

understand the associated circumstances;

understand the reason for seeking counselling;

clarify the matter to be addressed;

gather relevant background information;

determine whether the matter falls within the scope of Social Counselling;

identify the intended Counselee; and

finalize the objective/s of the main counselling.

The initial session is an important part of the counselling process.

The Client is expected to provide information that is reasonably accurate, complete and relevant to the matter being presented.

Following the initial / download session, the Social Counsellor will prepare for and conduct the main counselling session in accordance with the information and objectives identified during the initial session. The Counsellor is expected to make reasonable efforts to understand the circumstances, assess the situation and provide appropriate independent and constructive guidance.

The Counsellor may ask probing questions, challenge assumptions or identify what they consider to be appropriate or inappropriate in the circumstances. The Client and/or Counselee understands that counselling is an interactive process and not merely the provision of a predetermined answer.

In case of minor (teen / student counselling), Social Counselling recommends that the parents must be present during the main counselling, though not interrupt the counselling session between the counsellor and counselee.

Where the Client and Counselee are different persons, the Social Counsellor may provide the Client with appropriate feedback following the counselling session.

Such feedback will ordinarily focus on:

the Counsellor's overall understanding;

significant observations;

areas requiring attention; and

constructive considerations or ways forward.

The Counsellor will not ordinarily reproduce the Counselee's conversation verbatim or unnecessarily disclose detailed private conversations.

The objective of such feedback is to enable the Client to understand the situation better and use the counselling output constructively.

The specific treatment of confidentiality and disclosure is subject to the applicable Consent, Confidentiality and Privacy provisions of Social Counselling.

Social Counselling does not exist merely to endorse the Client's or Counselee's stated position. A person's stated position is treated as a starting point for assessment and not as an established fact.

The Social Counsellor may consider:

the information provided;

the circumstances;

relevant consequences;

alternative perspectives;

social and cultural context;

responsibilities;

practical considerations;

experience;

logic; and

professional judgement within the Social Counselling framework.

Where circumstances warrant, the Counsellor may respectfully and constructively indicate that a particular thought, action or approach is not appropriate.

Social Counselling does not guarantee:

a particular decision;

a change in another person's behaviour;

reconciliation between individuals;

improvement in a relationship;

resolution of a dispute;

acceptance of the Counsellor's recommendations;

improvement in academic or personal performance; or

any other specific outcome.

The service is an attempt to provide the best possible assessment, perspective and guidance based upon the circumstances presented.

The ultimate decisions and actions remain with the relevant client / counselee.

The Client agrees to / that:

provide information that is reasonably accurate and relevant;

not deliberately misrepresent material circumstances;

provide appropriate cooperation during the initial and main sessions;

respect the Counsellor and the counselling process;

avoid abusive, aggressive, threatening or inappropriate conduct;

respect the confidentiality of information shared during the counselling process; and

comply with these Terms and applicable instructions communicated by Social Counselling.

the Social Counsellor / Empathetic Listener has the right to close the conversation and not proceed ahead in case there is any use of in appropriate language / physical gesture, unparliamentary words etc used by the client.

Where the service concerns another person, the Client should also respect that person's dignity, privacy and autonomy.

The client also understands that all information disclosed by client including personal / confidential information to Social Counselling / Social Counsellor is voluntary, without any compulsion.

The client also understands that in some cases, the initial counselling session itself may become a full counselling and under such cases there might not be a need of separate counselling sessions (main and feedback). Such circumstances may arise if the client comes with a problem statement which itself might not require counselling a separate counselee OR the counselee is present in the download session itself and conversation concludes.

It is to be necessarily noted by the client that in case of counselling of a minor (teen counselling / youth counselling), the counselling can only be booked by parents / legal guardians. Additionally, it is strongly recommended by Social Counselling that parents be present during the counselling of the minor counselee unless parents / legal guardians choses otherwise. They are also requested not to interrupt the counselling session but observe.

Social Counselling does not undertake matters that fall outside its defined scope.

This includes matters requiring:

medical diagnosis or treatment;

psychiatric intervention;

psychological diagnosis or clinical treatment;

legal advice or representation;

police intervention;

Narcotics / drug abuse / addiction;

court proceedings or legal action; or

other specialised professional intervention outside the scope of Social Counselling.

Where a matter is identified as falling outside the scope of Social Counselling, the Counsellor may decline to proceed with that aspect of the matter.

The Counsellor may redirect the conversation towards matters that appropriately fall within Social Counselling or discontinue the session where appropriate. In case the client feels that the overall discussion may have any of the above points coming up as part of the core conversation, then such conversations needs to be done with respective competent authority as applicable. These matters will not be entertained by Social Counselling.

Social Counselling does not provide guidance intended to facilitate, conceal, justify or manage illegal activity.

The Client is expected to disclose, during the relevant consent/initial-session process, whether the matter involves existing or anticipated police, court or other legal proceedings.

Where a matter requires legal advice, representation or intervention, the Client should obtain appropriate professional assistance.

Social Counselling may, where appropriate, provide general social guidance concerning the conduct or interpersonal circumstances surrounding an issue, provided that doing so does not amount to legal advice or intervention.

Social Counselling may provide empathetic support and social guidance to a person experiencing ordinary emotional distress arising from circumstances such as relationship difficulties, family issues, separation, divorce, disappointment or other life situations.

However, Social Counselling does not diagnose, treat or manage psychiatric or psychological disorders.

Where the circumstances indicate that specialised psychological, psychiatric, medical or other professional intervention may be required, Social Counselling may decline to address the matter beyond its defined scope.

Social Counselling is strictly a peer-to-peer social guidance platform and does not operate as a crisis intervention or suicide helpline. If the Client or Counselee is experiencing a severe mental health emergency, self-harm tendencies, or acute clinical distress, they must immediately exit this platform and contact national emergency services or a registered medical facility. The platform assumes zero liability for emergency medical situations.

Social Counselling respects the confidentiality and dignity of Clients and Counselees.

Information provided during the engagement will be handled in accordance with Social Counselling's applicable Privacy Policy and these terms.

Where the Client and Counselee are different persons, the Client acknowledges that confidentiality considerations may apply to information shared by the Counselee during the counselling session.

The specific circumstances and boundaries relating to confidentiality and disclosure will be communicated through the applicable Consent and Privacy documentation.

Social Counsellors are independent professionals engaged by Social Counselling on a freelance basis. They are not employees of Social Counselling.

Social Counsellors independently manage their availability and calendars within the framework established by Social Counselling.

Social Counselling remains responsible for establishing the service framework, standards, processes and applicable operating requirements governing the services offered through its platform.

Counsellor availability is dependent upon the availability declared by individual Counsellors as per their individual calendar. Client can book the session only as per the availability shown.

In case of any exception / exigency, Social Counselling may arrange for another suitable Social Counsellor to conduct a scheduled session. Where the Client is not comfortable with the substituted Counsellor, the Client may choose to:

reschedule the session, subject to availability; or

receive a full refund for the affected session.

The detailed refund and cancellation rules will be governed by the applicable booking and refund policy.

The applicable fee for a service will be communicated to the Client before booking/payment. The Client is responsible for making payment of the applicable fee through the payment mechanism made available by Social Counselling.

The applicable fee relates to the service being purchased and does not constitute a payment for any guaranteed result.

Social Counselling reserves the right to revise its fees from time to time. The applicable fee for a confirmed booking will ordinarily be the fee communicated at the time of booking.

Any cancellation / refund under Social Counselling services shall be governed via the terms of this Client policy.

The following cancellation and refund policy shall apply to Social Counselling services:

Where a Client requests cancellation, Social Counselling may first discuss whether the Client would prefer:

rescheduling;

change of Social Counsellor; or

cancellation and applicable refund.

If the Client elects to proceed with cancellation, Social Counselling shall record the cancellation and process the applicable refund in accordance with the applicable policy.

Any cancellation / refund under Social Counselling services shall be governed via the terms of this Client policy. The Client cancellation and refund policy applicable to Empathetic Listening shall be:

a. Cancellation within 24 hrs of booking: -

50% of the fees paid shall be refunded.

b. Cancellation after 24 hours of booking: -

No refund shall be applicable.

Where a Client does not attend a scheduled session:

Social Counselling will coordinate with the Client and the Social Counsellor / Empathetic Listener, as applicable, and facilitate rescheduling of the session. This is subject to a maximum provision of 30 calendar days of client / counselee connecting with Social Counselling. In case no contact is made by client / counselee, there will be no further reschedule request entertained and fees shall be forfeited. There is no provision of refund under this situation

Where a change of Social Counsellor / Empathetic Listener becomes necessary:

Social Counselling shall coordinate with the Client;

Social Counselling shall identify and coordinate with available alternate Social Counsellors / Empathetic Listeners, as applicable;

the Client shall have the opportunity to select the alternate;

the selected alternate shall coordinate the revised session, as applicable; and

the session shall be rescheduled accordingly.

Social Counselling shall not independently impose an alternate Social Counsellor / Empathetic Listener upon the Client without the Client's concurrence.

Where the Client does not wish to proceed with an alternate and does not wish to reschedule, the applicable refund shall be processed.

The Client and Counselee are expected to conduct themselves respectfully during all interactions with Social Counselling, Social Counsellors and Empathetic Listeners.

Social Counselling reserves the right to discontinue a session where there is:

abusive behaviour;

threatening conduct;

harassment;

deliberate disruption;

inappropriate or offensive conduct; or

any other behaviour that makes continuation of the session unreasonable or unsafe.

Please note that under such a situation, there is no provision of refund. Social Counselling reserves the right to entertain any rebooking by the same client.

Social Counselling and its Social Counsellors do not represent that Social Counselling services constitute:

medical treatment;

psychiatric treatment;

psychological treatment;

psychotherapy;

legal advice;

health and wellness;

legal representation; or

any other regulated professional service,

unless expressly stated otherwise in writing and provided by an appropriately qualified professional operating within the applicable legal and professional framework.

By booking or using Social Counselling services, the Client acknowledges that:

they have understood the nature of the service;

Social Counselling provides guidance and perspective rather than guaranteed outcomes;

the Client/Counselee remains responsible for their own decisions and actions;

the information provided to Social Counselling should be reasonably accurate and relevant;

the selected Counsellor has been chosen after considering the information made available by Social Counselling;

Social Counselling has defined boundaries and does not undertake matters outside its scope; and

the Client has had an opportunity to review these Terms and the applicable Consent, Privacy and other related documents.

The client understands that there is no recording allowed of any session in any shape and form (unless necessitated by law) and that they are free to take physical notes during / post counselling.

The Client explicitly acknowledges and consents to the potential presence of an assistant or trainee counsellor during any stage of the session (download, main, or feedback). The Client understands that such trainees act strictly as silent observers for internal operational training, shall not intervene or participate in the session, and are bound by the exact same DPDP Act data confidentiality mandates as the primary Social Counsellor.

in case of Empathetic Listening, the discussion might be done by the client only on generic topics and the client should not expect any particular solution / guidance from the Empathetic Listener.

the service of Empathetic Listening is designed to give maximum time for the client to speak. The client must however restrain to seek necessary opinions, viewpoints etc from the Empathetic Listener. It falls outside the remit of Social Counselling service parameter.

Social Counselling reserves the right to decline, redirect or discontinue a service where:

the matter falls outside its scope;

the matter requires specialised professional intervention;

the information provided is materially inadequate or misleading;

continuation would conflict with Social Counselling's principles or operating framework;

the matter needs to be dealt by a statutory / competent authority;

the Client or Counselee engages in inappropriate conduct; or

continuation is otherwise considered inappropriate within the organisation's defined framework.

Where appropriate, the Client will be informed of the reason for discontinuation at a suitable level of detail.

The Social Counselling website, its written content, branding, logos, graphics, original documents, training materials and other proprietary content are owned by or licensed to Social Counselling and may not be reproduced, copied, modified, distributed or commercially exploited without prior written permission.

This provision does not affect information that the Client is entitled to retain as part of their personal records of a counselling engagement.

Social Counselling will make reasonable efforts to provide its services in accordance with the framework and standards established by the organisation. However, Social Counselling does not guarantee that:

every Client / counselee will accept / agree and / or adhere with the guidance provided;

a relationship or personal situation will improve;

another individual will change their conduct;

a particular dispute will be resolved; or

any particular result will be achieved.

The Client acknowledges that counselling involves human circumstances, personal choices, independent thoughts and decisions over which Social Counselling and its Counsellors do not have control.

Notwithstanding anything contained in these Terms, the maximum aggregate financial liability of Social Counselling, its proprietor, or its engaged independent counsellors to a Client for any claim, deficiency of service, or dispute under any law shall be strictly limited to the actual fee paid by the Client for the specific session out of which the dispute arose.

Social Counselling may modify, update or discontinue services, service areas, procedures or website features from time to time. Updated Terms may be published on the website.

The Terms applicable to a particular booking shall be those communicated to the Client at the relevant time, subject to applicable law.

These Terms shall be governed by, and construed in accordance with, the laws of India. Any dispute, claim, or legal proceeding arising out of or relating to the services provided by the platform shall be subject to the exclusive jurisdiction of the competent courts located in Jabalpur, Madhya Pradesh, India.

By proceeding with a booking, making payment, or otherwise using Social Counselling services, the Client confirms that they have read and understood these Terms and agree to be bound by them.

Where separate Client Consent is required, the Client will also be required to provide the applicable acknowledgement/consent before the relevant counselling process begins.