privacy policy
At maya, we respect the privacy and confidentiality of your information. Our Privacy Policy details our policies and procedures for collecting, using, and disclosing Personal Information from users. Please review it carefully. To guarantee client privacy, we maintain anonymity and adhere to confidentiality policies, ensuring all personal and health-related information is secure. If any terms of this Privacy Policy conflict with your country's laws, please do not use our website or Services.
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definition
Company
“maya”, “maya mental health”, “mayamentalhealth.com", “company”, “firm”, “organisation”, “we”, “our”, “us” or similar terminology are all in reference to alohomora therapy private limited (or its affiliates and subsidiaries) as a provider of Services for the remainder of this document.
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User
“User”, “client”, "customer", “you”, “your” or other similar terminology are all in reference to you as the User of the platform as a recipient of our products, services and resources for the remainder of this document.
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Platform
“platform” or similar terminology are all in reference to any website or web links that the User can employ to access services provided by the company.
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Mental Health Practitioners
“mental health practitioner”, “mental health therapist”, “therapist”, “therapy provider”, “counsellor”, “MHP”, “psychologist”, “trainee”, “service provider” or similar terminology are all in reference to the mental health practitioners.
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nature of service
maya is an online mental health platform that provides online mental health services to adults through MHP. These include, but are not restricted to video based therapy to individuals and couples. maya offerings may include/are:
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online therapy with MHP (who have been authorised by maya to use the platform for delivering their services)
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initial assessment/s with in-house psychologists
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workshops and/or webinars delivered by experienced therapists or mental health professionals
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informational tools, content and programmes through a range of channels including, but not restricted to websites and emails
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engaging with the platform through replies, comments, feedback, blogs and any other submissions on the platform;
maya reserves the right to add or remove products and services from its overall offerings without prior notification.
The aforementioned shall hereinafter be referred to as “Services” or “services”.
consent
By using the platform, providing your Personal Information, making use of the features provided, or by making a payment, you consent to the collection, storage, processing, disclosure, and transfer of your Personal Information in accordance with this Privacy Policy and applicable Indian data privacy laws.
You acknowledge that you provide your Personal Information voluntarily, either directly to maya or through a third party. You have the right to not provide the requested information and to withdraw your consent at any time by notifying us in writing at support@mayamentalhealth.com. However, if you do not provide your Personal Information or withdraw consent, we may not be able to fulfill the purposes for which the information was sought and may restrict your use of the platform.
personal information
To enable you to engage with our Services, we will collect and use your personal information, which you provide directly to us or to a third party. This information may include your name, phone number, emergency contact number, gender, occupation, hometown, personal interests, email address, reasons for cancelling an appointment with a Mental Health Practitioner (MHP), and any other information that the MHP might require from you. We also collect information from your responses, website inputs and the feedback you send to us. If you communicate with us by email or phone, any information provided in such communication may also be collected as personal information (“Personal Information”).
We collect this Personal Information primarily to provide you with a smooth, efficient, and customized experience, and to enable you to create an account and profile that can be used to interact with our MHPs. You may change some of the information that you provide through your account page on the website.
We may use your Personal Information to:
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Identify and contact you
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Resolve service and billing issues
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Schedule, reschedule, cancel and remind you of appointments
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Send you additional information, products, services, and newsletters
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Better understand the needs and interests of our users
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Detect, prevent, and protect against errors, fraud, and other criminal activity
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Make legally required disclosures
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Improve our website(s)
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Respond to your customer service requests
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Process your financial transactions promptly
At maya, we are committed to upholding the confidentiality and security of your Personal Information. The MHP uses your information to evaluate your needs and offer suitable counseling, mental health services, or digital experiences. In some cases, maya and/or the MHP may use third-party tools to customize therapy sessions and user experiences, but only the minimum necessary information is shared. If you wish to stop receiving specific communications from us, please email support@mayamentalhealth.com.
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updating personal information
To update, correct, or change your Personal Information, or if you have any grievance regarding its use or processing, please contact us at support@mayamentalhealth.com. We will make all reasonable efforts to implement the changes in a timely manner. If you provided your Personal Information to a third-party platform that you are using to access our Services, you will need to contact that third party to update your information, as maya may not be able to make changes to it.
If your Personal Information is stored in your profile on the platform, you can update it directly on our website(s).
To have your records removed from our system, please contact us at support@mayamentalhealth.com. We will accommodate your request if we are not legally obligated to retain the information.
Please note that we are required by law or professional standards to retain certain information for record-keeping purposes (including but not limited to payment history, feedback, client information, etc.). Therefore, even if you delete your account, we will continue to store this information for a pre-specified period as required by applicable laws. Additionally, residual information may remain in our databases and other records, which, despite our efforts to delete it, will not be removed.
cookies
We use “cookies” to enhance your experience and gather information on our platform. Cookies are small data files transferred to your device’s hard drive for record-keeping.
We utilise two types of cookies: persistent cookies and session ID cookies. Persistent cookies save your login credentials for future use. Session ID cookies enable certain features, analyse your interactions with our Services, and monitor overall usage and traffic routing. Session cookies are temporary and are deleted when you log off and close your browser.
We may collaborate with third parties that place or read cookies on your browser to enhance your user experience. By using these third-party services through our platform, you agree to their Privacy Policy and terms of use and release maya from any liability for issues arising from such use.
You can adjust your browser settings to stop accepting cookies or to prompt you before accepting them. However, disabling cookies may limit your access to certain features or functionalities of our platform.
log data
Our servers automatically collect information transmitted by your browser when you visit our platform. This Log Data may include your computer's IP address, browser type, device name, operating system version, referring webpage, pages visited on our platform, time spent on those pages, search queries, access times and dates, and other statistics.
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confidentiality and informed consent
At maya, we prioritise the confidentiality of information shared during personal consultations. Our MHPs take all reasonable precautions to safeguard this information, regardless of the medium used for collection or storage. To uphold our commitment to delivering high-quality services, maya mandates that all MHPs participate in regular supervision, where case discussions occur. The therapy team, which may include multiple MHPs, experienced mental health professionals, and supervisors, will have access to all therapy-related information and notes, including information gathered by other MHPs at maya. They will communicate updates regularly to ensure coordinated care, clinical excellence, and safety.
In situations where there is a threat to the well-being of the client or another person (cases involving harm to self or harm to others), the MHP is obligated to share information with their therapy supervisor and others, including emergency contacts and individuals deemed essential for maintaining safety. This may include, but is not limited to, family, friends, and law enforcement authorities, or to comply with legal requirements.
MHPs are legally obligated to report any knowledge of criminal activity, including current or past abuse of minors, senior citizens, or disabled persons, to law enforcement. Clinically significant information may be shared with other relevant mental health professionals, with your consent, if a consultation is required. All reasonable attempts will be made to inform you before any information is shared with a third party outside of maya.
Your Personal Information may be used in aggregate or anonymized form for research and audit purposes.
In the context of couples therapy, an MHP may disclose Personal Information to your partner or family to maintain service excellence and ethical practice.
Except for the reasons outlined above, Personal Information shared on or with maya will only be shared with others after we receive your permission, either orally or in writing. In the case of couples therapy, we will also require the consent of your partner(s).
You agree to indemnify maya for any breach in confidentiality of your Personal Information. If you access maya through a third-party platform, you indemnify maya against any data breaches resulting from any actions or negligence of the third-party platform.
third party disclosure
maya does not sell or trade your Personal Information to third parties without providing you with advance notice. However, we may store or transfer your information to and from server/website hosting partners and other parties who assist us in operating our platform, conducting our business, or servicing you. We may also release your information to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety. However, we may provide visitor information that is not personally identifiable to other parties for marketing, advertising, or other uses.
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security
We take precautions to protect your personal information from unauthorized access, use, and disclosure by using administrative, physical, and technical measures. We adhere to industry standards for information privacy and security when handling your data. We do not record call or video sessions. However, MHP may be required to keep records of sessions to comply with professional standards. Please refrain from posting your Personal Information in public areas on our platform, as we are not responsible for the use or misuse of any information you share. We are also not liable for data storage or security issues. Please safeguard your email and phone messages, as we may use them to contact you, and we are not responsible for any confidentiality breaches that may occur if a third party accesses your messages.
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links
The platform may contain links to external third-party sites not controlled by maya. maya is not responsible for the privacy practices of these sites. We encourage you to read the privacy policy of any third-party site or mobile application that collects Personal Information. You access any third-party sites linked to the platform at your own risk. maya is not responsible for notifying users of changes to any information on linked websites, nor for the use of any Personal Information you voluntarily disclose through a forum or the platform.
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minors or persons below the age of 18
Persons under the age of 18 are not the intended audience for our Services and website.
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changes to policy
maya can change this Privacy Policy at any time without notice. We may notify you of significant changes, but we are not required to. If you do not agree with the changes, you can stop using the platform and deactivate your account. Contact maya to deactivate your account if you signed up directly with us. If you signed up through a third party, contact them to deactivate your account.
This Privacy Policy applies to all information maya has about you and your account, unless we state otherwise. By using our services or accessing our website after changes are made, you agree to the updated terms.
grievance redressal
If you have any concerns or complaints about our Services, please contact us at support@mayamentalhealth.com. We are committed to providing a resolution within one month of receiving your complaint.
jurisdiction
The terms of this User Agreement are governed by Indian law, and the courts of New Delhi, India have exclusive jurisdiction over any disputes arising between the User and maya, including those related to the interpretation of this Agreement.
contact information
Address: B1/H3, Mohan Co-operative, Mathura Road, New Delhi, India - 110044.
E-mail id: hello@mayamentalhealth.com