Terms of Use

Introduction

Welcome to Counsel Clinic! These Terms of Use ("Terms") govern your access to and use of our website, mobile applications, and all related services (collectively, the "Platform"). By accessing or using the Platform, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access or use the Platform.

Our services

• Service description: Counsel Clinic is an online platform providing online counseling and talk therapy services through its team of qualified mental health professionals ("Therapists").We offer a variety of services, including but not limited to:
  • Individual counseling: One-on-one sessions with a licensed therapist.
  • Couples counseling: Sessions for couples addressing relationship issues.

User account

• Account creation: To access certain features of the Platform, you may be required to create a user account. You are responsible for maintaining the confidentiality of your account information and for all activities that occur under your account.

Therapist qualifications

In order to provide the highest quality of services, Counsel Clinic ensures that all our therapists are certified mental health professionals with relevant experience.

Therapy Session scheduling and cancellation

• Scheduling: Therapy sessions can be scheduled through the Platform.

Refund and Cancellation Policy

Plans change. We've tried to keep this simple and fair, to you and to the therapist who has held that hour open for you.

The short version: give 24 hours' notice and you never lose anything.

If You Need To Cancel Or Move A Session

24 hours or more before your session, you can cancel or reschedule freely. Nothing is lost. If you're cancelling rather than rebooking, choose either:

• Account credit for the full value, which you can use on any future session.
• A refund to your card, minus the 7.5% payment processing fee. This is the fee our payment provider charges to process and reverse the transaction, and we don't recover it. Refunds usually reach your account within 5–10 business days.

Less than 24 hours before your session, the session is counted as used and your therapist is paid in full. They had that hour reserved for you and can't fill it at short notice.

Everyone gets one late cancellation or reschedule forgiven. The first time this happens, we return the session to your account, no questions asked. We'll let you know it's been used so there's no surprise later.

If You Don't Join At All

Your therapist will wait for 15 minutes. If you haven't joined by then, the session counts as a no-show: it's used up and the therapist is paid in full.

If you realise you can't make it, even five minutes beforehand, please cancel rather than simply not arriving. A cancellation still counts as late, but it lets your therapist stop waiting.

If You Join Late

The session can still go ahead, but it will end at its original scheduled time.

Session times shown on the platform are in your own timezone. If you've recently travelled or changed location, it's worth checking your profile timezone setting.

If Your Therapist Cancels Or Doesn't Join

You never lose a session because of us.

• The session is returned to your account in full, always, whatever the notice.
• We'll help you rebook, either with the same therapist or another one, whichever you prefer.
• If your therapist cancels within 3 hours of the start time, or doesn't join at all, you also get 20% off your next purchase in addition to your original session. That's not an apology for the inconvenience so much as an acknowledgement that short notice is genuinely disruptive.

Switching Therapists

You can change therapists at any time. You don't need to explain why, and it won't affect your remaining sessions.

• Same pricing tier: no extra charge.
• Higher tier: you pay the difference in session price.
• Lower tier: the difference is added to your account as credit.

Finding the right fit sometimes takes more than one try. That's normal, and it's not something to feel awkward about.

Emergencies

In case of an emergency, please contact our support team. We will review your situation on a case-by-case basis.

Quick Summary

Need Help With A Booking?

Reach us at support@counselclinic.com or on WhatsApp at +971 52 560 9479.

Fees and payments

Fees for therapy sessions are outlined on the Platform. Payment is required in advance and can be made through the designated payment methods.

Confidentiality and Privacy

• Privacy policy: We prioritize the privacy and confidentiality of your information. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal data.
• Data privacy and security: Counsel Clinic is committed to protecting your personal information. We implement robust security measures, including encryption, to safeguard your data. We comply with applicable data protection laws and regulations in the United Arab Emirates.

Intellectual property

The Platform and its content, including but not limited to text, images, logos, and software, are protected by intellectual property laws. You may not use any of this content without our prior written consent.

Limitation of Liability

• Platform role and service quality: We prioritize the privacy of our users and the confidentiality of patient-therapist interactions. All services and information are provided on an “as is” basis, and Counsel Clinic makes no guarantees regarding the outcomes of these services.
• Liability toward customers: Counsel Clinic provides the Platform on an “as is” basis, without any express or implied warranties. Counsel Clinic does not warrant or guarantee any specific outcomes from using the services of Therapists. Counsel Clinic’s total liability, whether in contract, tort (including negligence), or otherwise, arising out of or in connection with the use of the Platform, shall not exceed the total amount of money paid by the customer for services provided through the Platform during the six (6) months preceding the incident giving rise to the claim. Customers agree to indemnify and hold Counsel Clinic harmless from any claims, damages, or losses arising from their use of the Platform or any breach of their obligations under these Terms.
• Indirect, incidental, and consequential damages: Under no circumstances shall Counsel Clinic be liable for any indirect, incidental, consequential, special, or exemplary damages arising out of or in connection with the use of the Platform, including but not limited to loss of profits, goodwill, use, data, or other intangible losses, even if Counsel Clinic has been advised of the possibility of such damages.
• Force majeure: Counsel Clinic shall not be liable for any failure to perform its obligations under these Terms due to causes beyond its reasonable control, including but not limited to natural disasters, war, terrorism, strikes, pandemics, or other unforeseen events. In the event of a force majeure occurrence, Counsel Clinic will notify users and temporarily suspend its obligations. Counsel Clinic will not be liable for any delays or failures to perform during the force majeure event.
• Dispute resolution: These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates. Any disputes arising out of or related to these terms, or the services provided through Counsel Clinic shall be resolved through binding arbitration in accordance with the rules of DIAC or another mutually agreed arbitration body. Users waive any right to participate in class actions or collective proceedings. Judgment on the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof.
• Limitation on claims: Any claims against Counsel Clinic must be brought within six (6) months from the date the cause of action arises. Failure to bring a claim within this period will result in a waiver of the claim.
• User acknowledgement: By using the Platform, users acknowledge and agree to the limitations of liability and no-guarantee policy as outlined in these Terms.

Termination

We may terminate your access to the Platform at any time, with or without cause, and without notice. You may also terminate your account at any time.

Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of the Republic of Singapore. Counsel Clinic is a product of TechNexus Platforms Pte Ltd (UEN: 202434287K), with its registered office at 68 Circular Road, #02-01, Singapore 049422. Any dispute arising out of or in connection with these Terms — including any question regarding their existence, validity, or termination — shall be subject to the exclusive jurisdiction of the courts of Singapore.

Dispute resolution

We encourage you to contact us if you have any concerns or complaints. We will attempt to resolve any dispute informally within 30 days. If we are unable to resolve a dispute informally, you may initiate formal dispute resolution proceedings.

Entire agreement

These Terms constitute the entire agreement between you and Counsel Clinic regarding the use of the Platform.

Additional terms

• Emergency situations: The Service is not intended for use in emergency situations. If you are experiencing a medical emergency, please call emergency services immediately.
• Indemnification: You agree to indemnify and hold Counsel Clinic harmless from any claims, damages, losses, liabilities, costs, or expenses, including attorney's fees, arising out of or in connection with your use of the Platform or your violation of these Terms.