Grievance Redressal Policy

• Anything you can resolve by writing to support@themindsathi.in should start there. Most issues are closed within 2 business days.
• Use this formal grievance route when:
  • You believe a psychologist or staff member breached the Code of Conduct or the Confidentiality Policy.
  • You have a data protection complaint under the DPDP Act.
  • A regular support ticket has been open for more than 7 business days without acknowledgement.
  • You want to appeal a decision made by our care team.

As required by Indian law, Innerly has a designated Grievance Officer:

Ms. Aanya Kapoor
Grievance Officer, Innerly Wellness Pvt. Ltd.
4th Floor, Indiqube Block A, Outer Ring Road, Bellandur, Bengaluru, Karnataka 560103
Email: grievance@themindsathi.in
Hours: Monday to Friday, 10:00 to 18:00 IST (excluding public holidays).

1. Send an email to grievance@themindsathi.in from the email registered with your Innerly account.
2. In the subject line, include the word GRIEVANCE followed by a short summary, for example: GRIEVANCE: Late cancellation refund denied.
3. In the body, please include:
   • Your full name and registered email or phone.
   • A clear description of what happened, when, and who was involved.
   • Any session IDs, booking IDs, or payment references.
   • The outcome you are seeking (refund, retraining, account closure of another party, data deletion, and so on).
   • Any documents, screenshots, or chat transcripts that support your claim.
4. If email is not accessible to you, send a signed letter to the postal address above. We will treat receipt-stamped physical mail with the same priority as email.

• Acknowledgement: within 24 hours of receipt (1 business day for postal mail).
• Initial response with a plan of action: within 7 days.
• Final resolution: within 15 days for most cases. For complex matters that require external clinical review or input from third parties, we may extend by up to 15 additional days; we will tell you in writing if this applies.
• DPDP Act complaints: resolved within 30 days, as required by statute.

We treat every grievance as confidential. The accused person is told the substance of the complaint, but your identity is shared only when strictly necessary for a fair review, and never with the wider public or any unrelated client. Retaliation against anyone who raises a good-faith grievance is itself a breach of the Code of Conduct.

You may escalate further to any of the following, depending on the nature of your complaint:

• Data Protection Board of India, for complaints under the DPDP Act, 2023 once the Board is operational.
• Rehabilitation Council of India (RCI), for professional misconduct by a registered psychologist, at rehabcouncil.nic.in.
• Consumer Disputes Redressal Commission, under the Consumer Protection Act, 2019.
• Cyber Crime Cell of your local police, for online harassment, impersonation, or fraud.
• The courts of Bengaluru, in line with the Terms & Conditions.

We log every grievance with a unique ticket ID and retain the record for 3 years. You can request a status update or a copy of your file at any time using the original ticket ID.