Terms of Service

Effective date: 20 October 2026
Last updated: 20 October 2026

Please read these Terms of Service ("Terms") carefully. By creating an account, booking a session, or otherwise using happencare.com (the "Platform"), you agree to these Terms, our Privacy Policy, our Refund & Cancellation Policy, and our Cookie Policy. If you do not agree, please do not use the Platform.

1. About HappenCare

The Platform is operated by HappenCare, a sole proprietorship owned by Mohammed Janish P T ("HappenCare", "we", "us", "our").

Address: WA Allotment No. WS A06, 14/104M, 2nd Floor, Sahara Centre, Calicut Road, Angadipuram, Perinthalmanna, Malappuram, Kerala – 679321, India
Email: support@happencare.com
GSTIN: 32BFSPJ5817G1ZB

2. What HappenCare is

2.1 A marketplace. HappenCare is an online marketplace that connects adults seeking emotional and mental health support ("Clients", "you") with independent, verified mental health professionals ("Therapists"). We provide the technology to discover Therapists, book sessions, and pay for them.

2.2 Therapists are independent. Therapists are independent professionals. They are not employees, agents, or partners of HappenCare. Each Therapist is solely responsible for the professional services they provide, including their clinical judgement, the approach they take, the advice they give, and their conduct during sessions. HappenCare does not provide therapy, counselling, diagnosis, or medical treatment itself, and does not direct or supervise how Therapists practise.

2.3 What HappenCare is responsible for. Being a marketplace does not mean we take no responsibility. We undertake to:

• verify every Therapist before listing them, and re-verify them annually, as described in Section 3;
• operate the Platform with reasonable care, and keep the booking and session arrangements working as described;
• handle your money properly, including taking payments securely, issuing receipts, and processing refunds under our Refund & Cancellation Policy;
• protect your personal data as described in our Privacy Policy, and tell you if something goes wrong with it;
• keep the information we publish accurate, including Therapist qualifications, specialisations, languages, and fees, and correct it promptly when we learn it is wrong;
• run a real complaints process, as described in our Grievance Redressal page, and act on reports about a Therapist's conduct;
• act on safety concerns reported to us, including suspending a Therapist while we investigate.

2.4 Not an emergency service. HappenCare is not a crisis or emergency service. Sessions are scheduled in advance, and Therapists are not available around the clock. If you are thinking of harming yourself or someone else, or are in immediate danger, contact your local emergency services or go to the nearest hospital emergency department. See our Emergency Disclaimer.

2.5 No prescriptions. HappenCare does not facilitate the prescription of medicines. Therapists on the Platform provide talk-based counselling and therapy only. If your Therapist believes you may benefit from medication or a medical assessment, they may recommend that you see a psychiatrist or doctor separately.

2.6 Not a substitute for in-person care. Online therapy is not suitable for everyone, including people with severe or acute mental health conditions or a high risk of harm. Your Therapist may recommend in-person or specialised care if they believe online sessions are not appropriate for you, and may decline to continue on that basis.

3. What "Verified" means

Every Therapist on HappenCare carries a verification badge. This is what it represents.

3.1 What we check. Before a Therapist is listed, we collect and check:

• their degree and qualification certificates;
• their professional registration certificate, where their category requires one;
• government-issued photo identification;
• letters or evidence of professional experience.

3.2 How we check registration. Where a public register exists for a Therapist's category — such as the register maintained by the Rehabilitation Council of India (RCI) for clinical psychologists — we check the registration number against that register, rather than relying only on the certificate provided to us. We also carry out reference and public-record checks.

3.3 Who checks. Verification is carried out by the Head of our Expert Panel, who is a practising clinical psychologist.

3.4 How often. Verification is repeated annually for every listed Therapist.

3.5 If a credential lapses. Therapists must tell us within 7 days if their registration lapses or is suspended or cancelled, or if any complaint or disciplinary proceeding is brought against them. A Therapist's profile is hidden immediately once we learn that their registration is no longer valid, and stays hidden until valid registration is restored. If this happens after you have booked and paid for a session, you will be offered a full refund or an alternative Therapist.

3.6 What verification does not mean. Verification confirms that the documents and registrations we checked were found to be genuine and current at the time we checked them. It is not a guarantee of any clinical outcome, and it does not make HappenCare responsible for a Therapist's professional judgement or conduct during a session.

4. Professional categories

Different professionals have different qualifications and different scopes of practice. Each Therapist's profile states their category:

Counselling is not a licensed profession in India, and only some categories have a statutory register. For that reason we describe our Therapists as verified and qualified, and we do not describe any Therapist as "licensed" unless they hold a registration that genuinely carries that status. Only a Therapist who holds a doctoral or medical degree entitling them to it is shown with the title "Dr.".

5. Eligibility and where we operate

5.1 You must be 18 or older. HappenCare is an adults-only platform. By registering you confirm that you are at least 18 years old and legally able to enter into a contract. Therapists are required to stop a session and tell us if they believe a Client is under 18. If we learn that a user is under 18, we will close the account, refund any session not yet held, and delete their data except where the law requires us to keep it.

5.2 Countries we serve. HappenCare is operated from India, and Therapists practise from India. We currently offer the Platform to Clients located in:

• India, and
• the Gulf Cooperation Council countries: the United Arab Emirates, Saudi Arabia, Qatar, Oman, Kuwait, and Bahrain.

You will be asked for your country of residence when you register. If you are located outside these countries, please do not book a session; we may decline or cancel a booking made from elsewhere, with a full refund. We may add more countries later.

5.3 Your responsibility abroad. If you are outside India, you are responsible for ensuring that receiving online counselling from India-based professionals is permitted where you are. Emergency help must come from services in your own country. An individual Therapist may also decline Clients in a particular country.

5.4 Booking for yourself. Use the Platform for yourself. A joint session, such as couples counselling, is allowed where every person attending is an adult, each of them consents, and the Therapist has agreed to it. In a joint session, what is discussed is shared between everyone attending, and the Therapist will explain at the outset how they handle information given to them by one person alone.

6. Your account

• You are responsible for keeping your login details secure and for activity under your account.
• Tell us immediately at support@happencare.com if you suspect unauthorised use.
• You may have only one account.
• You may sign in with an email address and password, or with your Google account.
• We may suspend or close your account if you breach these Terms (Section 15).

7. Booking and attending sessions

7.1 How booking works. Therapists publish their own available slots. When you choose an available slot and your payment succeeds, the booking is confirmed immediately — no further approval from the Therapist is needed. You will receive confirmation by email and WhatsApp.

7.2 If a Therapist does not attend. Because slots are published by Therapists themselves, a confirmed booking is a commitment. If a Therapist fails to attend, you are entitled to a full refund or a free reschedule under our Refund & Cancellation Policy. We warn Therapists who miss sessions, and repeated failures lead to suspension or removal from the Platform.

7.3 How sessions happen. Sessions are held by video on Google Meet. Each Therapist has their own meeting room, and the link is sent to you with your booking. Your Therapist must admit you to the room at the start of your session, so please join a few minutes early and wait to be let in. Do not share the link with anyone. Chat-based sessions may be introduced later, and these Terms will apply to them.

7.4 Your part in making the session work. Please:

• join from a private, quiet place where you cannot be overheard;
• use a stable internet connection and a working device, camera, and microphone;
• join on time — a session ends at its scheduled time even if you join late;
• confirm your identity and your current location if your Therapist asks, so that they can get help to you if an emergency arises during the session;
• not attend under the influence of alcohol or drugs.

7.5 No recording. Neither you nor your Therapist may record any session — audio, video, screenshots, or chat — without the other's prior written consent. HappenCare does not record sessions.

7.6 No AI processing of sessions. HappenCare does not use automated transcription, AI-generated session notes or summaries, recording-based quality monitoring, or any other automated analysis of session content. We do not hold session content, so there is nothing for such tools to process. If we ever introduce a feature of this kind, it will require your separate, explicit, opt-in consent before it applies to any session of yours, it will never be applied to past sessions, and declining it will never prevent you from booking.

7.7 Informed consent. Before your first session you will be asked to read and accept our Teletherapy Informed Consent, which explains the benefits, the limits, and the confidentiality rules of online therapy.

8. Fees and payments

8.1 Pricing. Each Therapist sets their own session fee. The price shown on their profile and at checkout is the full price you pay. There are no hidden charges.

8.2 Taxes. Mental health counselling and therapy services offered through the Platform are currently treated as exempt from GST, so no GST is added to the price you pay. If the tax position changes, we will update our pricing and tell you before any change applies to a booking.

8.3 How payment works. Payments are collected through Razorpay. HappenCare collects the session fee on behalf of your Therapist and pays it to them after deducting our platform commission. Paying HappenCare discharges your obligation to pay the Therapist for that session in full.

8.4 Receipts and invoices. HappenCare issues your receipt or invoice, on behalf of your Therapist, to your registered email address after payment. We separately account to the Therapist for our commission.

8.5 International payments. Prices are shown in Indian Rupees unless stated otherwise. If you pay with a foreign card or in another currency, your bank or card provider may apply its own conversion rate or charges, which we do not control.

8.6 Payment problems. If you think you have been charged incorrectly, please contact us before raising a chargeback with your bank, so we can put it right quickly.

8.7 Payments stay on the Platform. Sessions booked through HappenCare must be paid for through the Platform. A Therapist must not ask you to pay them directly, or to pay anything extra, for a session booked here. Please tell us if that happens.

9. Cancellations and refunds

Cancellations, rescheduling, and refunds are governed by our Refund & Cancellation Policy, which forms part of these Terms. That policy also explains how to ask us to review a refund decision you disagree with.

10. Acceptable use

You agree not to:

• harass, abuse, threaten, or behave inappropriately toward a Therapist or anyone at HappenCare;
• make any sexual, romantic, or otherwise inappropriate request of a Therapist;
• give false information or impersonate someone else;
• record a session without consent, or share session content in a way that identifies a Therapist without their consent;
• misuse the Platform, including by attempting to hack, disrupt, scrape, or reverse-engineer it, or by uploading malicious code;
• use the Platform for any unlawful purpose.

A Therapist may end a session immediately if a Client behaves abusively or unsafely. Our Refund & Cancellation Policy explains what happens to the fee in that case, and how to ask for a review if you believe a session was ended unfairly.

11. Confidentiality

11.1 Confidentiality is strong, but it is not absolute. What you share with your Therapist is confidential, subject to the law, to their professional obligations, and to the specific exceptions set out in our Teletherapy Informed Consent. Those exceptions are:

• a serious and imminent risk that you may harm yourself or another person;
• disclosure of abuse or neglect of a child, or of an adult unable to protect themselves;
• a court order or other legal requirement;
• professional supervision or peer consultation, in which you are not identified.

11.2 HappenCare is not in your session. We do not join, record, monitor, or transcribe sessions, and we do not hold clinical notes. Nobody at HappenCare can see what you discussed. Access to your account and booking information is limited to a small number of named people, for support, payment, safety, or legal reasons only.

11.3 Where the details are. How we handle your personal data — what we hold, who it goes to, where it is stored, and how long we keep it — is set out in our Privacy Policy. These Terms, the Privacy Policy, and the Teletherapy Informed Consent are intended to say the same thing; if they ever appear to conflict, the Privacy Policy governs questions about personal data.

12. Contact outside the Platform

You are free to decide who you see and how. These rules exist so that you know what you are giving up if you move off the Platform.

• Therapists must not solicit you off-platform. A Therapist listed on HappenCare must not invite you to book or pay for sessions outside the Platform. Please tell us if one does.
• You may leave at any time. Nothing stops you from continuing with a Therapist privately if that is your choice.
• Private sessions carry none of our protections. A session arranged outside HappenCare is a private arrangement between you and that professional. Our verification, payment protection, refund policy, complaints process, and data protection commitments do not apply to it, and we have no ability to help if something goes wrong.
• Platform bookings are paid on the Platform, as set out in Section 8.7.

13. Intellectual property

The Platform, including its design, logo, name, text, graphics, and software, belongs to HappenCare or its licensors. You may use the Platform only for its intended personal, non-commercial purpose. You may not copy, modify, distribute, or reuse any part of it without our written permission.

Testimonials are used in our marketing only with your separate written consent, as explained in our Privacy Policy.

14. Third-party services

The Platform depends on services operated by other companies:

Booking a session means a confirmation email and a WhatsApp message are sent to you. These never mention why you are seeking support — only your Therapist's name, the date and time, and the status of the booking.

Your use of these services is also subject to their own terms. We are not responsible for failures of third-party services beyond our reasonable control, but if a session cannot go ahead because of one, our Refund & Cancellation Policy treats that as our side's problem, not yours.

15. Suspension and termination

• Closing your account. Email support@happencare.com and we will close your account and act on your data requests as described in our Privacy Policy. We do not yet offer a self-service delete button, so this is handled by email.
• Suspension by us. We may suspend or close your account, with notice where reasonably possible, if you breach these Terms, if the law requires it, or to protect the safety of Therapists, other users, or our team.
• Sessions already booked. Upcoming paid sessions affected by a suspension are handled under our Refund & Cancellation Policy, except where the suspension follows a serious breach of these Terms by you.

16. Disclaimers

• The Platform is provided on an "as is" and "as available" basis. We work to keep it running but cannot guarantee it will always be available or error-free.
• We do not guarantee any particular result or improvement from therapy or counselling.
• Articles, newsletters, podcasts, and other content we publish are general information, not professional advice for your situation.

17. Limitation of liability

To the maximum extent permitted by law:

• HappenCare is not liable for the professional acts, advice, omissions, or conduct of Therapists, who are independently responsible for the services they provide.
• HappenCare is not liable for indirect, incidental, or consequential losses, such as loss of income or data.
• HappenCare's total liability to you for any claim relating to the Platform will not exceed the total amount you paid to HappenCare in the three (3) months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot legally be limited, including liability for fraud, gross negligence, or death or personal injury caused by negligence, or your rights as a consumer under the Consumer Protection Act, 2019. Nothing here limits our own obligations under Section 2.3.

18. Indemnity

You agree to compensate HappenCare for losses, claims, or costs (including reasonable legal fees) arising from your breach of these Terms or your misuse of the Platform.

19. Intermediary status

In respect of content provided by Therapists and other users, HappenCare acts as an intermediary under the Information Technology Act, 2000, and as an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020. If you believe any content on the Platform is unlawful or infringes your rights, report it to our Grievance Officer (Section 22). We will acknowledge your report within 24 hours and act on it within the timelines set out on our Grievance Redressal page.

20. Governing law and disputes

These Terms are governed by the laws of India. Before starting legal proceedings, please contact us so that we can try to resolve the matter through our Grievance Redressal process. The courts at Malappuram, Kerala will have jurisdiction over disputes arising from these Terms. This does not affect any right you have as a consumer to bring a complaint before a consumer commission where you live, under the Consumer Protection Act, 2019.

21. Changes to these Terms

We may update these Terms. For significant changes we will tell you by email or on the Platform before they take effect. Continuing to use the Platform after that means you accept the updated Terms.

22. Contact and Grievance Officer

Grievance Officer: Mohammed Janish P T
Email: support@happencare.com
Address: WA Allotment No. WS A06, 14/104M, 2nd Floor, Sahara Centre, Calicut Road, Angadipuram, Perinthalmanna, Malappuram, Kerala – 679321, India

23. General

If any part of these Terms is unenforceable, the rest remains in effect. Our failure to enforce a right is not a waiver of it. These Terms, with the policies they refer to, are the entire agreement between you and HappenCare about the Platform. You may not transfer your rights under them. We may transfer ours to a successor entity — for example, if HappenCare becomes a company — with notice to you.