This Privacy Policy explains how Well Hope, a mental-health counselling platform operated as a unit of Asha Counselour, collects, uses, stores and protects your personal information when you access our website, mobile application or counselling services. By using Well Hope, you acknowledge and consent to the practices described in this policy. If you do not agree, you are advised not to use our services.

Asha Counselour is a registered partnership firm located at A-241, Second Floor, Sangam Vihar, Block A, Dr. Ambedkar Nagar, South Delhi, Delhi 10062. Our official and support email address is wellhopeoffice@gmail.com and our customer support contact number is 7290956693. Well Hope operates under this partnership firm and provides mental-health and psychological counselling through internet voice calls, video calls and scheduled calls.

When you use our services, we collect various types of information necessary to provide counselling safely and effectively. This includes personal information such as your name, gender, contact details, age, address and emergency contact information, as well as sensitive personal data related to your mental health, mood logs, counselling history and any information you voluntarily share during sessions or chats. We may also record sessions when necessary and only after obtaining your explicit consent. Additionally, we collect technical information such as your device details, IP address, usage analytics and performance logs. Payment-related information is handled securely by Razorpay; we do not store or retain any card or banking details on our servers.

We collect this information directly from you when you create an account, book appointments, fill assessment forms, communicate with counsellors or interact with customer support. Some information is automatically collected through our website or application for analytics, performance improvement and security purposes.

Your information is used primarily to provide counselling services, schedule and manage sessions, maintain counselling history, improve service quality, personalize your experience and ensure your safety. In situations where you express intent to harm yourself or others, Well Hope may use your information to contact your emergency contact person or refer you to appropriate authorities, strictly for your safety. We also process your information to comply with laws including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and applicable telepsychology guidelines.

By using Well Hope, you provide informed consent for the collection, processing and storage of your personal and sensitive information. You also agree to the use of voice, video and chat communication tools that enable delivery of counselling services. You may withdraw your consent at any time, subject to the terms of this policy.

Your data is stored securely on database with hostinger kindly go with it’s terms and condition fro more. We implement encryption, access controls and regular security audits to protect your information. Only authorized personnel, including assigned counsellors and essential administrative staff, may access your information when required to provide services. In the event of a data breach, we will act accordance with applicable laws.

We do not sell, trade or rent your personal data to any third party. We may share limited information with service providers for this application strictly for the functioning of our platform. We may also share information with government authorities or law-enforcement agencies when legally compelled or when necessary for your safety.

Users have several rights under Indian privacy laws. At any time, you may request access to your personal data, correction of incorrect information, deletion of your data, withdrawal of consent, or information about how your data is processed. You may contact us through the details provided in this policy to exercise these rights.

Neither users nor counsellors may record counselling sessions through any device, application or tool outside the Well Hope platform. Any attempt to record, store, share or publish counselling conversations—whether audio, video or screen recording—is strictly prohibited and may lead to account suspension, legal action, damages or reporting to authorities. Since Well Hope does not record calls, any external recording is considered a violation of privacy and professional ethics.

Well Hope retains personal information only for as long as it is necessary to fulfil the purpose for which it was collected. Counselling records may be retained for up to five years unless you request earlier deletion. Payment records are retained as required under financial laws. Upon receiving a valid deletion request, we will erase your information from active and backup systems in accordance with our internal policies.

For video-based counselling sessions, users must take full responsibility for ensuring that their surroundings, background and camera view are safe, private and appropriate. Well Hope does not record any video calls, and the platform has no control over what is visible on the user’s camera during a live session. Users are required to participate from a secure and private location and must exercise caution regarding the personal items, individuals, documents or any sensitive information that may appear on screen.

Well Hope and its counsellors will never instruct, request or encourage the user to display any part of their body, home, belongings or environment that may be inappropriate, unsafe or embarrassing. If any instruction by a counsellor appears uncomfortable, unusual or invasive, the user must immediately stop and report the matter to the Grievance Officer. Any visual content that appears during the video session—whether intentionally shown or accidentally exposed— remains the sole responsibility of the user. If such content is seen by someone else in the room, becomes publicly known, or is misused by a third party, Well Hope, Asha Counselour and its counsellors shall bear no liability. Since Well Hope does not record video calls and does not retain any visual data, the platform cannot retrieve or examine any part of the live session at a later time. Users agree that their participation in video calls is voluntary and that they are fully responsible for managing their own privacy during such sessions.

Well Hope does not record any voice calls, video calls or live counselling sessions conducted through the platform. All communication between the user and counsellor during a counselling session is strictly confidential and remains unrecorded. Well Hope does not store, save, monitor or capture any audio or video data from sessions. Email at the official email ID, Chat messages and written notes exchanged within the platform or other means may be stored solely for counselling continuity, Grievances and safety purposes, but no live audio-visual content is ever recorded or retained by Well Hope in any form.

Well Hope strictly prohibits clients and counsellors from establishing any form of direct personal contact outside the Well Hope platform, including but not limited to personal phone calls, messaging, social media interaction or in-person meetings. Any communication or engagement that occurs outside our official platform is done entirely at the personal discretion and responsibility of the individuals involved, and Well Hope and Asha Counselour shall not be liable for any loss, harm, dispute, misconduct, or consequence arising from such direct interactions. If any client or counsellor experiences behaviour that feels uncomfortable, inappropriate, unethical, or unsafe, they may immediately lodge a complaint with the Grievance Officer. All such complaints will be reviewed confidentially and addressed by a Committee constituted specifically for the resolution of these matters, and appropriate action will be taken in accordance with our internal policies and applicable law.

Our services are intended for individuals aged 18 years and above. We do not knowingly collect data from minors without verified parental consent. If we become aware that a minor is using our services without appropriate consent, the account may be suspended or removed.

Well Hope uses external platforms such as Razorpay for payments, hostinger for data storage, and certain video communication or analytics tools. These platforms have their own privacy practices, and we encourage you to review their policies as well.

Well Hope does not record or store any audio or video counselling content; therefore, no recorded calls can be compromised in the event of a data breach. Only user data that is already described in our Privacy Policy—such as profile information, chat logs and counselling notes— may be affected.

In compliance with the DPDP Act and IT Rules, Asha Gupta has been appointed as the Grievance Officer for Well Hope. Any user may contact the Grievance Officer regarding privacy concerns, data issues or complaints at ashabbau1992@gmail.com or by calling 7669561663. Written communication may also be sent to our registered address. All grievances will be addressed within 30 days.

The User agrees to indemnify, defend and hold harmless Asha Counselour, Well Hope, its officers, directors, employees and agents from and against all losses, liabilities, claims, damages and expenses (including reasonable legal fees) arising out of the User’s use of the Service, any breach of these Terms, or any unauthorised off-platform interactions with counsellors. Counsellors engaged on the platform shall indemnify Asha Counselour against claims arising from professional negligence or unauthorised acts by the counsellor.

Any dispute, complaint, or grievance arising out of or relating to the collection, processing, storage, use, or protection of personal information by Well Hope or Asha Counselour shall be resolved through internal dispute resolution or through the Grievance Officer. Nothing in this clause shall restrict the right of any individual to approach statutory authorities where legally permitted.

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.

We may update or modify this Privacy Policy from time to time. Revised versions will be posted on our website and mobile application and will become effective as soon as they are published. Continued use of our services after changes signifies acceptance of the updated policy.

If you have any questions or concerns about this Privacy Policy or your personal information, you may contact us at wellhopeoffice@gmail.com or call 7290956693.