Terms of Service

 

Welcome to Heart It Out. This document contains important information about our professional services and policies. It also contains summary information about the Mental Health Care Act, 2017; Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013; and the Rights of Persons with Disabilities Act, 2016. Although these documents are long and sometimes complex, it is very important that you understand them. When you sign this document, it will also represent a legally binding agreement between us. We can discuss any questions you have when you sign them or at any time in the future.

INTELLECTUAL PROPERTY RIGHTS

The ‘Heart It Out’ name and logo and all related product and service names, design marks and slogans are the trademarks, logos or service marks (hereinafter referred to as “Marks”) of Heart it Out. All other Marks provided on the Site are the property of their respective companies. No trademark or service mark license is granted in connection with the materials contained on this Site. Access to this Site does not authorize anyone to use any Marks in any manner. Marks displayed on this Site, whether registered or unregistered, of Heart It Out or others, are the intellectual property of their respective owners, and Heart It Out shall not be held liable in any manner whatsoever for any unlawful, unauthorized use of the Marks.

Heart It Out and its suppliers and licensors expressly reserve all intellectual property rights to all materials, including images, text, illustrations, designs, icons, photographs, programs, music clips, downloads, video clips, written content, programs, products, processes, technology, that are part of this Site (collectively, the “Contents”) including its looks and feel, unless credited otherwise. The compilation (referring to the collection, arrangement and assembly) of the content on the Site is the exclusive property of Heart It Out and is protected by the Indian Copyright laws and International treaties. Consequently, the Contents on this Site shall not be copied, reproduced, duplicated, republished, downloaded, posted, transmitted, distributed or modified in whole or in part or in any other form whatsoever, except for your personal, non-commercial use only. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying, reproducing, duplicating, republishing, posting, transmitting, distributing or modifying.

The Contents of this Site are intended solely for personal, non-commercial use only. The Contents and software on this Site are to be used only as a healthcare resource. Any other use, including the reproduction, modification, distribution, transmission, re-publication, display, or performance, of the Contents on this Site is strictly prohibited. Unless Heart It Out explicitly provides to the contrary, all Contents are copyrighted, trademarked, trade dressed and/or other intellectual property owned, controlled or licensed by Heart It Out, any of its affiliates or by third parties who have licensed their materials to Heart It Out and are protected by Indian copyright laws and international treaties.


DATA AND PERSONAL INFORMATION

We may collect personal identifiable information from you when you browse, or otherwise provide us when you book a session through the Site or when you communicate with us via phone, email, chat, etc. or when you fill an entry to participate in any contest, promotion or survey, etc. or use the service of ‘Gift Card on the Site or when you participate at one of our sessions, workshops, events, etc. As a result of these actions you might supply us with Personal Information, such as your name, electronic mail and postal addresses, phone number(s), credit card/banking information, names of people to whom purchases have been shipped including address and telephone numbers, IP addresses, product interest information and in certain circumstances, your opinions and individual preferences, etc (collectively “Personal Information”). This Site, our social media platforms, or our social networking or mobile applications, may also collect certain information about your device or usage by automated means or by using technologies such as cookies, web server logs and web beacons.

You may also provide us with information like financial information such as Bank account or credit card or debit card or other payment instrument details, password, physical health condition; medical history, mental health history, sex, etc. (collectively “Sensitive Information”) for availing the services at Heart It Out office/ Site.

We may also maintain a record of your product interests and acquire information about you from our present and/or future affiliates.

This Site is directed to be used by adults who are above the age of 18 years. If you are not an adult, while you may look at our Site, you should not make a purchase, register, or submit Personal Information to us. We or our associates/affiliates do not knowingly collect information from minors. Minors should not be using the Site with any Personal Information. In an event of default by the minor, the parent or guardian will be liable to compensate for whatsoever damages arising out of such wrongful use by the minor.


PSYCHOLOGICAL SERVICES

Therapy is a relationship between people that works, in part, because of clearly defined rights and responsibilities held by each person. As a client in psychotherapy, you have certain rights and responsibilities that are important for you to understand. There are also legal limitations to those rights that you should be aware of. I, as your psychologist, have corresponding responsibilities to you. These rights and responsibilities are also described in the following sections.

Psychotherapy has both benefits and risks. Risks may include experiencing uncomfortable feelings, such as sadness, guilt, anxiety, anger, frustration, loneliness and helplessness, because the process of psychotherapy often requires discussing unpleasant aspects of your life.  However, psychotherapy has been shown to have benefits for individuals who undertake it. Therapy often leads to a significant reduction in feelings of distress, increased satisfaction in interpersonal relationships, greater personal awareness and insight, increased skills for managing stress and resolutions to specific problems.  But, there are no guarantees about what will happen. Psychotherapy requires a very active effort on your part. In order to be most successful, you will have to work on things we discuss outside of sessions.

The first 2-4 sessions will involve a comprehensive evaluation of your needs. By the end of the evaluation, the psychologist will be able to offer you some initial impressions of what our work might include. At that point, we will discuss your treatment goals and create an initial treatment plan. You should evaluate this information and make your own assessment about whether you feel comfortable working with your psychologist. If you have questions about the procedures, we should discuss them whenever they arise. If your doubts persist, your psychologist would be happy to help you set up a meeting with another mental health professional for a second opinion.


RISKS AND BENEFITS OF PSYCHOTHERAPY

Counseling and psychotherapy are beneficial, but as with any treatment, there are inherent risks. During counseling, you will have discussions about personal issues which may bring to the surface uncomfortable emotions such as anger, guilt, and sadness. The benefits of counseling are long lasting and can far outweigh any momentary discomfort encountered during the process. Some of the possible benefits are improved personal relationships, reduced feelings of emotional distress, and specific problem solving. We cannot guarantee these benefits, of course. It is our desire, however, to work with you to attain your personal goals for counseling and/or psychotherapy.


CLIENT-THERAPIST RELATIONSHIP

 You and your therapist have a professional relationship existing exclusively for therapeutic treatment. This relationship functions most effectively when it remains strictly professional and involves only the therapeutic aspect. Your therapist can best serve your needs by focusing solely on therapy and avoiding any type of social or business relationship. Gifts are not appropriate, nor is any sort of trade of service for service.


YOUR RIGHTS

As an individual receiving services, you have the following rights: 

  1. To be treated with consideration and respect for human dignity;
  2. To receive quality treatment in a  safe and respectful care setting regardless of race, religion, sex, gender, orientation, age, ethnic background, mental and/or physically disabling condition(s), national origin, or source of payment;
  3. To be provided confidentiality and protection from any unwarranted disclosure regarding your treatment;
  4. To be involved in planning your treatment and to be informed about your treatment process
  5. To be involved in your aftercare planning;
  6. To refuse treatment to the extent permitted by law and to be informed of the possible consequences of your actions;
  7.  To expect continuity of care from one service to another, should you need another service.

If you are unsatisfied with your progress in therapy, you have the right to talk to your psychologist so that they  can respond to your concerns. Such comments will be taken seriously and handled with care and respect. You may also request your therapist to refer you to another therapist and are free to end therapy at any time. You have the right to ask questions about any aspect of therapy and about the specific training of your psychologist and their experience. You have the right to expect that the therapist will maintain a strict professional relationship with clients.


APPOINTMENTS AND CANCELLATIONS

A typical session at Heart It Out will last one hour. Your psychologist will have multiple appointments in a day. It would be best to stick to your scheduled time for optimal results.

Appointments can be cancelled or rescheduled anytime by your psychologist. You are also welcome to cancel your appointments, as long as you provide 24 hours notice. If you cancel an appointment with less than 24 hours notice or fail to show up, you will be charged for the appointment.

We do not currently accept any insurance for completed sessions, cancellations and/or any payments at Heart It Out. 

We may use your email and contact number to send you appointment reminders and provide care beyond the clinical setting including check-ins, session feedbacks etc. This may include communciation through Emails, Voice Calls, SMS, WhatsApp messages and other communication channels. By agreeing to these terms of service,  you are providing Heart It Out the right to reach you through the above mentioned modes of communication.


PROFESSIONAL RECORDS

Your psychologist can keep appropriate records of the psychological services that they provide. If so, your records are maintained in a secure location. Briefly, records note your reasons for seeking therapy, the goals and progress set for treatment, your diagnosis, and your medical, social, and treatment history, and your billings. You also have the right to request that a copy of your progress be made available to any other health care provider at your written request.


CONTACT

Your therapist will often not immediately available to answer the phone when they are with clients or otherwise unavailable. At these times, you may leave a message and your call will be returned as soon as possible, but it may take a day or two for non-urgent matters. In case of medical or psychological emergency, contact:

1) Mental Health Services at St. John’s hospital, Koramangala

 or NIMHANS, (Emergency 080 2699 5573)

2) Visit your nearest Local Hospital Emergency Room

Your therapist will make every attempt to inform you in advance of planned absences, and provide you with the name and phone number of the mental health professional covering their practice.


CONSENT TO PSYCHOTHERAPY

By agreeing to the Terms and Conditions you acknowledge to have read and understood the terms and conditions contained in this form and have been given appropriate opportunity to address any questions or request clarification for anything that is unclear. You voluntarily agree to receive mental health assessment, treatment and services for you (or your child if said child is the client), and you understand that you may stop such treatment or services at any time.


PRODUCTS & SERVICES 

Heart It Out attempts to be as accurate as possible in the description of the product on the Site. However, Heart It Out does not warrant that the product description, colour, information or other content of the Site is accurate, complete, reliable, current or error-free. The Site may contain typographical errors or inaccuracies and may not be complete or current. The product pictures are indicative and may not match the actual product.

Heart It Out reserves the right to correct, change or update information, errors, inaccuracies or omissions at any time (including after an order has been submitted) without prior notice. Please note that such errors, inaccuracies or omissions may relate to pricing and availability.

The products and services available on the Site, and the samples, if any, that Heart It Out may provide you, are for your personal and/or professional use only. The products or services, or samples thereof, which you may receive from us, shall not be sold or resold for any commercial reasons.

In case any products or health care services purchased/received/availed causes side effects, discomfort or doesn’t suit you, please note that Heart It Out is in no manner responsible for any of these symptoms/results. You should carefully read the individual terms and conditions in relation to the products and healthcare services and consult a specialist before the use of the same.


MANUFACTURING

Our products are handmade and heart made by persons with disabilities. Slight variations may sometimes occur from batch to batch, but never in the quality of your product. 


DELIVERY

Once our system processes your order, your products are inspected thoroughly to ensure they are in perfect condition. After they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.

Our delivery partners then bring the package to you at the earliest possibility. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

International Shipping – International clients will have to additionally pay import duties levied by their government to Heart It Out. Clients will have to also pay the customs duty to the courier provider in order to receive the product.


PACKAGING

We use low waste packaging. We use reusable glass jars, wrapped in cloth scraps from our local tailor and paper scraps from our printer. In other words, we only use post-consumer packing materials to ship our products from us to our customers.

Our paper products are printed on recycled paper. Our ink is almost always organic, unless availability of a certain colour or quality poses an issue. Our labels are screen-printed on recycled paper/cloth. We use paper tape as far as possible. We do have to use clear tape on the shipping label, as stipulated by our logistics partner. We encourage customers to reuse the glass jars and recycle all packing materials.  

We pride ourselves on the quality of our packaging.


SHIPPING LOCATIONS

Heart It Out ships throughout India.  Login soon to our website as we add more countries to our shipping locations.


TRACKING

Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.

You can track the status of your package 24 hours after your order is dispatched from our warehouse.


DELIVERY TIME

We usually dispatch most orders within 1-4 business days (excluding Sundays and public holidays).

Though, we keep 95% of our catalogue in our inventory, certain products need to be created after placing the order, either to account for customisations or to provide the latest, updated Contents so that we can live up to our promise of providing relevant, updated and truly customised products.

While we are trying our best to avoid this situation, specific products might delay your order. However, in the case of international orders, product delivery may get delayed due to reasons attributable to logistics, public holidays, etc.

If you are ordering our products from a Sale event, dispatches may be a bit delayed due to increased volumes. We will target to dispatch all orders within 5 days of order date.


PAYMENTS

We have standard shipping charges for most addresses.

India shipping charges – A flat Rs. 50 charge is applicable to all orders below Rs. 1,000/, free shipping is applicable for all orders above Rs. 1,000/-.

International shipping charges – A flat rate of all Rs. 600 will be charged for all orders below Rs. 5,000, while there is free shipping for all orders above Rs. 5,000.

We do not accept COD as a mode of payment.


CANCELLATION POLICY

  • Cancellation before shipment (Only valid on orders in India): 

    • If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on support@heartitout.in or call us on +91 78925 51372 between 10 AM and 6 PM, Monday to Friday. 
    • In such cases, the order will be cancelled, and the money will be refunded to the specified bank account within 24-48 business hours after the cancellation request is duly processed by us.
  • Cancellation post shipment (Only valid on orders’ place & delivery in India):
    • If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on support@heartitout.in
    • In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
      • Once we receive the product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours. If such a case arises, wear and tear charges, shipping charges, return expenses, etc. will be deducted from your original payment.
  • Refunds
    • For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
    • In case the refunded amount has not reached your bank account within the stated time period, kindly get in touch with our Customer Support team on support@heartitout.in
    • In addition, we also provide the hassle-free option of refund through Heart It Out coupons, which can be used during future purchases.
    • In case you have used Discount Vouchers, Gift Cards or Coupons, note that they are intended for one-time use only and shall be treated as used even if you cancel the order. If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.
  • Returns, Replacements and Refunds
    • Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund. 
    • Heart It Out offers its customers an ‘Easy Return Policy’, wherein you can raise a return/exchange request of a product within 5 days of its delivery. We also accept partial returns wherein you can raise a return request for one or more products in you order.
    • Contact our Customer Support team via email support@heartitout.in 
      within 5 business days of receiving the order.
    • Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
    • We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
    • Products can only be eligible for returns if the products received by the customer are deemed to have been received in a damaged/defective state or an incorrect product has been delivered. Such products can only be returned in their original packaging, in an unused and sealed condition. Opened or used products will not be accepted as returns.
    • If a return is accepted, Heart It Out will replace or refund the invoiced rupee value for, the damaged/defective/wrong product. In either case, the additional customs/shipping amount paid by the customer to receive the product will not be reimbursed to the customer.
    • Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. 
    • Free gifts, if any, are included as a part of the item order and needs to be returned along with the originally delivered product.
    • Returns will not be accepted under the following conditions:
      • Product is damaged due to misuse/overuse
      • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
      • Serial Number has been tampered with.
      • Defective products that are not covered under Seller/Manufacturer’s warranty
      • Product is used or altered
      • If request is initiated after 5 business days of order delivery
      • Free product provided by brand
      • Customized Products and limited edition products cannot be returned since they are available during select promotions and ordered on demand
      • Personal care appliances cannot be returned due to hygiene issues

LAWS AND REGULATIONS

Heart It Out follows the ‘Indian Association of Clinical Psychologists’ code of conduct. This is based on the American Psychological Association code and, though shorter, covers similar areas including professional competence and services, referrals responsibility of opinion, consent, client welfare, court testimony and confidentiality. 

In India, two major acts govern the care of persons with disabilities:  Mental Health Care Act, 2017, defined as “An Act to provide for mental healthcare and services for persons with mental illness and to protect, promote and fulfil the rights of such persons during delivery of mental healthcare and services and for matters connected therewith or incidental thereto.”; and the Rights of Persons with Disabilities Act, 2016, defined by the Indian Parliament to fulfil its obligation to the United Nations Convention on the Rights of Persons with Disabilities. 

At Heart It Out, we cater to cases that come under the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013. The Act will ensure that women and men are protected against sexual harassment at all the work places, be it in public or private. This will contribute to realisation of their right to gender equality, life and liberty and equality in working conditions everywhere. The sense of security at the workplace will improve women’s and men’s participation in work, resulting in their economic empowerment and inclusive growth.

At Heart It Out we provide therapy and counselling services to those that come under Section 377 of the Indian Penal Code and does not discriminate in its services.


LINKS AND THIRD PARTY SITES

References on the Site to any names, Marks, products or services of third parties or hypertext links to third party sites or information are provided solely as a convenience to you. This does not in any way constitute or imply Heart It Out’s endorsement, sponsorship or recommendation of the third party, information, product or service or any association and relationship between Heart It Out and those third parties.

Heart It Out is not responsible for the content of any third party sites and does not make any representations regarding the content or accuracy of materials on such Sites. If you decide to link to any such third party websites, you do so entirely at your own risk. Heart It Out does not assume any responsibility for examining or evaluating the offerings of the off-websites pages or any other websites linked from the Site. We shall not be responsible for the actions, content, products, or services of such pages and websites including, without limitation, their Privacy Policies and Terms and Conditions. You should carefully review the Terms and Conditions and Privacy Policies of all off-website pages and other websites that you visit via the Site.