Privacy Policy

Company

"Psymate", "Company", "we", "our", "us" or similar terminology refers to Psymate Healthcare Private Limited, which owns and operates the Psymate platform and provides the Services described in this policy.

User

"Client", "User", "you", "your" or similar terminology refers to you, as the user of the website and mobile application(s) and as a recipient of our Services and resources. For a person under 18, it includes the parent or legal guardian who consents on their behalf.

Platform

"Platform" refers to any website, mobile application, web application or link through which you access Services provided by the Company.

Mental Health Professional

"Mental Health Professional", "therapist", "psychologist", "counsellor", "expert" or similar terminology refers to a suitably qualified professional authorised by Psymate to provide Services through the Platform.

Psychiatrist

"Psychiatrist", "doctor" or "clinical expert" refers to a registered medical practitioner qualified in psychiatry and authorised to practise under applicable law.

Psymate is a digital mental-health platform that delivers psychological care and wellbeing products and Services to individuals and, through programmes, to organisations and their members. Our offerings may include:

• Online video or audio consultations with Mental Health Professionals authorised by Psymate, for Users based in India and, where permitted, outside India
• In-clinic (face-to-face) sessions where available
• Individual, couples and teen therapy, including the intake questionnaires we use to understand your needs and match you with a therapist
• Periodic self-assessments and psychological screening instruments
• Self-help tools, articles, programmes and content delivered through the website, mobile application(s), email and text message
• Workshops and webinars delivered by trained professionals
• Therapist-supported messaging, where included in a Service
• Consultation with a Psychiatrist, where offered
• Referral to psychiatric or other services within the Psymate mental-health ecosystem
• Reviews, feedback and other submissions on the Platform

Psymate may add or remove products and Services from its overall offerings from time to time. Together these are referred to as the "Services".

By using the Platform, providing us your Personal Information, making use of the features provided by the Platform or making a payment to Psymate, you consent to the collection, storage, processing, disclosure and transfer of your Personal Information in accordance with this Privacy Policy and the data-protection laws of India.

If the User is below 18 years of age, the parent or legal guardian provides informed consent for the young person to receive mental-health Services and for their Personal Information to be handled in accordance with this policy. For teen therapy we ask for a parent or guardian's email address so that their consent can be obtained before sessions begin.

You acknowledge that you are providing your Personal Information of your own free will, either directly to Psymate or through an organisation that has arranged access for you. You may choose not to provide the information we ask for, and you may withdraw your consent at any time by writing to us at [email protected]. If you access Psymate through your organisation, you may also withdraw consent by informing that organisation in writing, which will then inform us.

If you do not provide us with your Personal Information, or if you withdraw consent, we may be unable to fulfil the purposes for which the information was sought and may restrict your use of the Platform.

To enable you to engage with our Services, we collect information about you — provided directly to us or through your organisation — such as:

• Identity and contact details — your name, mobile number and one-time passcodes, email address, date of birth, gender, location or state, and an emergency contact where appropriate.
• Health information — your answers to intake questionnaires and self-assessments, the concerns you tell us about, relevant medical history, and the clinical notes your Mental Health Professional or Psychiatrist keeps.
• Preferences — the kind of therapist and therapy you are looking for, language, and how you prefer to attend sessions.
• Payment information — processed by our payment partners; we do not store card numbers.
• Communications and feedback — messages you send us by email, phone or through the Platform, reasons for cancelling an appointment, and reviews or feedback you submit.

Together this is referred to as "Personal Information".

The main reason we collect Personal Information is to provide you a smooth, efficient and personalised experience, and to let you create an account and profile through which you can work with our professionals. We may use your Personal Information to:

• Identify and reach you
• Match you with a suitable Mental Health Professional and deliver the Services
• Resolve service and billing problems by telephone or email
• Assist you in scheduling appointments and remind you of upcoming, follow-up or cancelled appointments
• Provide you with further information, products, Services and newsletters
• Better understand Users' needs and interests
• Run statistical research, using your information only in an anonymised form that cannot be linked back to you
• Detect and protect against error, fraud and other criminal activity
• Make disclosures as may be required under applicable law
• Improve our website and mobile application(s) and respond to your support requests
• Run a survey, promotion or other Platform feature
• Process your financial transactions in a timely manner

Your information is used by your Mental Health Professional, Psychiatrist and Psymate's matching and care tools to understand your situation and offer you the most suitable therapy, consultation or digital experience. Where automated tools help with matching, scheduling or personalisation, their role is to support qualified professional judgement, not replace it.

On some occasions Psymate and its professionals use third-party tools to tailor sessions and the in-app experience. In such cases only the minimum information required is shared.

If you decide at any time that you no longer wish to receive certain communications from us, you can tell us by writing to [email protected]. Essential service messages — such as appointment confirmations and security codes — continue for as long as you use the Services.

If your Personal Information changes, or if you need to update or correct it, or have any grievance about how it is processed, you may update it from your account on the website or mobile application(s), or write to us at [email protected], and we will make all reasonable efforts to incorporate the changes within a reasonable period of time. If you provided your Personal Information through your organisation, you may need to contact them to update it.

Your answers to a questionnaire or assessment are never overwritten: if you change an answer, the new answer is recorded alongside the original, because your professional relies on the record of what you told us and when. You can start a questionnaire again at any time, and you can delete a whole questionnaire attempt yourself from your account page. That deletion is permanent — the answers, scores and therapist matches for that attempt are removed.

If you would like us to remove other records, delete your account and/or delete your data, please contact us at [email protected]. We will accommodate your request unless we have a legal obligation to retain the information.

Please note that we are required to retain certain information under professional standards or by law for record-keeping purposes (including, but not limited to, clinical records, payment history, feedback and client information), so we will continue to store that information for the period required under applicable law, even if you delete your account. Residual copies may also remain in backups for a limited time before they are overwritten.

Psymate keeps a small amount of information in your browser's local storage so that the Platform works: the token that keeps you signed in, and the key to a questionnaire you have started but not finished. Both are removed when you sign out. This storage stays on your device and is not used to track you across other websites.

At present the Platform sets no advertising or analytics cookies. If we begin to use cookies or similar technologies — for example, to understand how the Platform is used or to work with a third-party service — we will update this section, and any such third party will be bound by its own privacy policy and our contract with it.

You can clear your browser's storage or instruct it to block storage at any time. If you do, you will be signed out and may not be able to use all features of the Platform.

When you visit the Platform, our servers automatically record information that your browser or mobile application sends ("Log Data"). Log Data may include your device's Internet Protocol (IP) address, browser type, device name, operating-system version, the configuration of the app when accessing the Platform, the page you were visiting before you came to our Services, the pages of our Platform you visit, the time spent on those pages, what you search for, access times and dates, and other statistics.

We use this information to analyse trends, administer the site, understand broadly where our Users are, gather demographic information for aggregate use, and make the Services more useful and easier to use.

Psymate maintains the confidentiality of information disclosed during consultations. Your Mental Health Professional or Psychiatrist takes all reasonable precautions to protect confidential information obtained through, or stored in, any medium.

To keep the quality of care high, Psymate may require its professionals to take part in regular clinical supervision, where cases are discussed in confidence. Your treating team — which may comprise more than one Mental Health Professional, a Psychiatrist and a supervisor — has access to the information and notes required for your treatment, including information collected by other Psymate professionals, and communicates among themselves to ensure coordinated, safe care.

If your answers on an intake questionnaire indicate that you or someone else may be at risk, we show you crisis resources immediately and record this against your questionnaire so that it can be shared with the professional you are matched with.

If there is a threat to your wellbeing or to someone else's (situations involving harm to self or harm to others), your Mental Health Professional or Psychiatrist is obliged to share information with the clinical supervisor and with others essential to maintaining safety — including your emergency contact and, where necessary, family members, relevant people in your organisation (if you access Psymate through an organisational programme) and law-enforcement authorities — or to comply with legal requirements.

If a professional receives knowledge of criminal activity, including present or past abuse of minors, senior citizens or persons with disabilities, they are obliged to share that information with the appropriate authorities and to comply with all legal requirements.

If you need a consultation with another mental-health or medical professional, clinically significant information can be shared with that professional with your consent. All reasonable attempts will be made to inform you before any information is shared with a third party outside Psymate. Information that is not personally identifiable may be used in aggregate or anonymised form for research and audit purposes.

If you are accessing couples or family therapy, your professional may need to discuss information you have shared with your partner or family members in service of ethical and effective treatment. Outside the situations described above, information you share with Psymate is only shared with others once you have given permission — orally, by email or in writing — and, in couples or family therapy, your partner's or family members' permission is also required before their information is shared.

Psymate does not sell or trade your Personal Information to third parties. We share information only with service providers who assist us in operating the Platform, conducting our business or serving you — such as hosting, payment, video-communication, messaging and analytics providers — and only under contracts that require them to protect it and to use it solely for the purpose we set. We may also release information when we believe release is required to comply with the law, to enforce our Platform policies, or to protect your, our or others' rights, property or safety.

Information that is not personally identifiable may be shared in aggregated or de-identified form.

Where you access Psymate through an employer, educational institution or other organisation, that organisation does not receive the content of your sessions or your questionnaire answers; any disclosure to it is governed by applicable law, your consent and the applicable programme terms.

If you give us your mobile number and agree to receive text messages — on our text message sign-up form, in your account settings, or when booking — Psymate sends SMS about your account, appointment confirmations and reminders, one-time passcodes, and occasional updates about Psymate services. Message frequency varies with your activity (typically up to 4 messages a month plus one per appointment). Message and data rates may apply. Reply STOP to any message to cancel, or HELP for help.

We do not share your mobile number, or the fact that you consented to text messages, with third parties or affiliates for their marketing or promotional purposes. Text messaging originator opt-in data and consent are excluded from every category of sharing described in this policy and are not shared with any third party. Our SMS provider processes messages on our behalf under contract and may not use your number for anything else.

We keep a record of your consent — the number, the date, and the wording you agreed to — for as long as required to show that messages were sent lawfully, and we record when you withdraw it.

We employ administrative, physical and technical measures designed to safeguard and protect the information under our control from unauthorised access, use and disclosure. When we collect, maintain, access, use or disclose your Personal Information, we do so using systems and processes consistent with industry standards in information privacy and security.

Psymate does not record your video or audio sessions unless you are told beforehand and agree. In keeping with professional standards, your Mental Health Professional or Psychiatrist may be required to keep records of both online and in-clinic sessions.

In spite of the security measures we take, we strongly discourage you from posting your Personal Information in reviews, comments or any other publicly accessible place on the Platform. It is also your responsibility to keep your own email account and phone messages secure, since Psymate uses these channels to communicate with you about your care.

Psymate remains responsible for a data-security or privacy breach attributable to the Company, and nothing in this policy excludes liability that cannot legally be excluded.

The Platform may contain links to third-party sites that are not under the control of Psymate. Psymate is not responsible for the privacy practices of such sites. We encourage you to be aware when you leave the Platform and to read the privacy policy of every site or application that collects Personal Information. If you decide to access a third-party site linked from the Platform, you do so at your own discretion.

Psymate may update this Privacy Policy from time to time. Where there is a significant change in the way we treat your Personal Information, we will let you know as required under applicable law — by displaying a notice on the Platform, by email or by text message — so that you can review the changed terms before continuing to use the Platform. Where fresh consent is legally required, continued use alone will not be treated as a substitute for that consent.

If you object to a change and no longer wish to use the Platform, you can contact us to discontinue the Services and deactivate your account. If you access Psymate through your organisation, you may need to contact that organisation to do so.

Unless stated otherwise, our current Privacy Policy applies to all information that Psymate holds about you and your account.

The Platform is an Indian platform, controlled and operated by us from India. By accepting this Privacy Policy you agree that the Personal Information you provide through the Platform may be stored and processed in, transferred between, and accessed from India and other countries where our service providers operate, which may not guarantee the same level of protection as the country in which you reside. Wherever it is held, we handle your Personal Information in accordance with this Privacy Policy and applicable Indian law at all times.

To address the grievances of our Users, Psymate has appointed a Grievance Officer. If you are dissatisfied with any aspect of our Services or the handling of your Personal Information, you may contact:

Grievance Officer: [to be added]

Email: [email protected]

Address: [to be added]

We assure you a time-bound response within the timelines prescribed under applicable law, and in any case within 30 days of your complaint.

This Privacy Policy has been drafted in accordance with, and is governed by, the laws of India. Subject to applicable consumer rights and mandatory legal requirements, any dispute between you and Psymate with regard to this policy, including its interpretation, is subject to the jurisdiction of the competent courts at: [to be added]

Psymate Healthcare Private Limited

Registered Address: [to be added]

Email: [email protected]

You can also reach us through our contact page.