Terms of Service

Documents that form the agreement

• These Terms.
• The Privacy Policy, which explains how we handle personal information.
• The Refund & Cancellation Policy, which governs payments that clients make for bookings. It does not govern your subscription fees; section 6 does.
• The plan, price and billing details shown to you at checkout.
• Any notice we show when you first use a feature, such as the notice for AI-assisted features (section 11).

If they conflict, the Data Processing Terms (section 10) prevail on how we handle client information, a notice shown for a specific feature prevails for that feature, and otherwise these Terms prevail over the other documents.

Accepting these Terms

You accept these Terms by ticking the box when you sign up, by creating an account, or by using the Platform. This is an electronic record and acceptance under the Information Technology Act, 2000 (including section 10A), and needs no signature. If you accept on behalf of a practice or organisation, you confirm that you have authority to bind it. If you do not agree to these Terms, do not use the Platform.

Where the Platform is meant to be used

The Platform is built for practice in India: prices are in Indian rupees and these Terms are governed by Indian law. We make no promise that it meets the requirements of laws outside India, such as HIPAA or the GDPR. If you or your Clients are outside India, you are responsible for complying with the law that applies to you.

A Client may not create a practitioner Account to reach their own records.

What PracMind does

PracMind is practice-management software. Depending on your Plan and Workspace it lets you keep client records, schedule sessions, write session notes, give assessments and exercises, keep treatment plans and documents, issue receipts and invoices, take online bookings and payments, work as a team, and send reminders by WhatsApp, SMS, email and mobile notification. It can also sync sessions to your Google Calendar, and offers optional AI-assisted features. Some features are optional, are released in stages, or are available only on some Plans.

What PracMind is not

PracMind is administrative software. It does not provide healthcare, diagnosis, treatment or clinical advice, it is not a medical device, and it does not create a practitioner–client relationship between us and your Clients. It does not monitor your records or messages for risk or crisis. It is not an emergency service: if anyone is in immediate danger, call 112.

Availability and changes

We work to keep the Platform available but do not promise uninterrupted or error-free service, and we may interrupt it for maintenance, security or reasons outside our control. We may change, add or remove features. If we remove a material feature of a Plan you have paid for, we will give you at least 30 days’ notice, or a pro-rata refund for the unused part of the period you paid for. We may require you to update a mobile app to a minimum version, and may stop older versions from working, where that is needed for security or compatibility.

Trial

New Accounts may receive a free Trial (currently 7 days). A Trial does not turn into a paid Plan unless you complete checkout and authorise the payment. When a Trial ends without a paid Plan, your Workspace becomes read-only as described in section 15.

Plans, prices and tax

Plans, billing periods and prices are shown on our pricing page and again at checkout. A plan price may be shown beside a struck-through reference price and a percentage-off label. The reference price is for comparison only and is not a price at which the Platform has previously been offered or sold. The amount you pay is the price shown at checkout, and it applies to the period you pay for. Prices are in Indian rupees; the checkout states whether Goods and Services Tax (GST) is included, and we issue a GST tax invoice for what you pay. Give us accurate billing details, including your state and, if you have one, your GSTIN. You are responsible for your own taxes, including income tax and any GST or TDS on the fees you charge your Clients.

Renewal and your authorisation to charge

Subscriptions renew automatically at the end of each billing period until you cancel. By completing checkout you authorise us, through Razorpay, to charge the Plan price on each renewal to the payment method you chose (a card, UPI AutoPay, an eMandate, or another method Razorpay offers). Recurring payments follow the Reserve Bank of India’s rules: your bank or Razorpay may ask you to authenticate, may send a pre-debit notice, and applies per-debit limits (currently ₹15,000 for most categories without additional authentication). Cancelling a mandate with your bank does not cancel your Subscription; cancel in the app as described below.

Failed payments

If a payment fails we, or Razorpay, may try again, and we will tell you. Your Subscription is then treated as past due. If it is not paid within the grace period shown in the app, your Workspace becomes read-only until you pay. We do not charge late fees; if that changes we will tell you first.

Team Plans and seats

A Team Plan is priced per seat and is paid by the Organisation Owner. Adding seats is charged immediately for the rest of the current period. Seat changes may start a new subscription or mandate that you must approve with your bank, and may not be available close to a renewal date. The billing page shows what a change will cost and when it takes effect before you confirm it.

Price changes

We may change prices for future billing periods. We will give you at least 30 days’ notice by email and in the app. A change never affects a period you have already paid for. If you do not accept it, cancel before the renewal.

Cancelling

You may cancel at any time from the billing settings, or by writing to support@pracmind.in. Cancellation takes effect at the end of the period you have paid for. You keep access until then, and we charge nothing further.

Refunds of subscription fees

Subscription fees are not refundable, except that:

• if we charge you in error, twice, or without your authorisation, we will refund the amount in full;
• if you cancel part-way through a paid period, you may ask for a refund by writing to support@pracmind.in with the charge details. We work out a suggested amount from the unused part of the period, and we may approve that amount, a different amount or no refund after reviewing the request. A request does not stop renewal, so cancel as well;
• if we end your Subscription without cause, or discontinue the Platform, we refund the unused part of what you paid (section 15); and
• we will refund anything else that Applicable Law requires us to refund.

Approved refunds are paid through Razorpay to the original payment method, usually within 5 to 7 working days. This section covers only what you pay us. What a Client pays you for a session is governed by Refund & Cancellation Policy and your own cancellation window (section 7). Nothing here limits any right you have under consumer protection law.

Disputed payments

If you dispute a charge, write to us first so we can fix it. We may suspend the Account while a chargeback is open.

Roles

A Team Workspace is created by an Organisation Owner, who invites Managers and Members. Each person’s role decides what they can see and do.

What owners and managers can see

In a Team Workspace, the Organisation Owner and Managers can see an administrative view of the practice’s Clients: name, contact details, status, intake date, assigned therapist, session dates and payment status. This exists for scheduling and caseload management, billing and collections, quality review, and continuity of care when a therapist leaves. They cannot see clinical notes, assessment responses or intake notes. A therapist can mark a Client confidential, which replaces the Client’s name with a code and hides their email and phone in the team views. Roster reads are recorded in the access log. Before a therapist is assigned to a booking request, the owner and managers can read what the person wrote about why they are seeking help, so that the right clinician can be assigned.

What the organisation promises

• It has a lawful basis for giving each Manager and staff member access, and has told its therapists and Clients.
• Every Manager and staff member with access is bound in writing by confidentiality obligations no less protective than these Terms and the professional rules that apply to the therapists.
• It uses the administrative view only for the purposes above.

Whose records they are

A record belongs to the Workspace in which it was created. Records created in a Team Workspace are held for that organisation, which is responsible for them. They stay with it, accessible according to roles, even when a therapist leaves, so that care can continue; the Organisation Owner can reassign Clients. Records created in a therapist’s personal Workspace stay with that therapist, whatever teams they later join or leave.

Billing and settings

The Organisation Owner is our customer and the payer for the Team Plan, and can switch some features, including AI Features, on or off for the team. We act on the Organisation Owner’s instructions for the Team Workspace and on the therapist’s for their personal Workspace. We may decline an instruction that appears unlawful or contrary to a Client’s confidentiality, and we may suspend access while we clarify it. Disputes between an organisation and a therapist about records or access are for them to resolve.

Roles

You are the Data Fiduciary (and, under the Information Technology (Reasonable Security Practices) Rules, 2011, the body corporate or person that collects the information). We are your processor and process Client Data on your behalf. For Account Data and for information about how the Platform is used, we are the Data Fiduciary; the Privacy Policy explains that.

What we do, and only that

We process Client Data only to provide the Platform to you, following your instructions (these Terms, how you use the features and settings, and your written requests), and as Applicable Law requires, in which case we tell you unless the law forbids it. The processing is storage, retrieval, display, transmission (including the messages you trigger) and generating documents, for as long as your Account exists and as set out in retention. It concerns your Clients, their guardians, emergency contacts and referrers. We do not sell Client Data, use it for advertising or profiling, or use it to train AI models.

Confidentiality and access

People who work for us are bound by confidentiality. Our platform administration tools cannot read clinical content: the database role they use has no privilege on the tables that hold it. We reach Client Data operationally only when it is needed to run the service, and we record that access.

Security

We maintain reasonable security practices and procedures of the kind rule 8 of the SPDI Rules describes, set out in security. We may improve them, and will not materially reduce them.

Sub-processors

You authorise the sub-processors listed in the Privacy Policy. We bind each one to terms no less protective than these, and we stay responsible for them, subject to section 17. We will tell you by email or in the app at least 15 days before we add or replace a sub-processor that handles Client Data. You may object on reasonable data-protection grounds within that time. If we cannot accommodate your objection, you may end the affected Plan and we will refund the unused part of what you paid.

Location and transfers

We store and process Client Data in India (Google Cloud, Mumbai). Some sub-processors that deliver messages and email, sync calendars or send notifications act outside India. The Privacy Policy lists them. The Digital Personal Data Protection Act, 2023 permits such transfers except to countries the Government restricts, and we will comply with any restriction. We send a provider only what the feature needs, and by turning a feature on you agree to that transfer.

Helping you comply

We will help you answer a Client’s request to access, correct or erase information, to withdraw consent, to nominate someone, or to make a complaint, and will give you the information you reasonably need to meet your own duties, including your security and breach duties. Ordinary requests are free.

Personal data breaches

If we become aware of a personal data breach affecting Your Data we will tell you without undue delay, with what we know (what happened, which data, the likely consequences and what we are doing) and updates as we learn more. We make the reports to CERT-In and the Data Protection Board that the law requires of us. As the Data Fiduciary, you decide whether and how to notify Clients, and we will help you, unless the law requires us to notify them.

Return and deletion

Closing your Account ends your access, so ask us for an export of Your Data before you close it. We will give you one on request, in a structured, commonly used, machine-readable format such as CSV or JSON, and after closure we will still give you one from the records we retain. We delete or irreversibly anonymise Your Data on the schedule in the retention table. That schedule keeps clinical and billing records for fixed periods that exist so that a practice is not left without records it may be legally or professionally required to hold. Backups expire on a rolling basis. We will confirm deletion in writing if you ask.

Evidence of compliance

On request, and no more than once in any 12 months unless there has been a breach, we will give you the information needed to show our compliance with this section, such as a summary of our controls or a completed security questionnaire. We will allow an on-site audit only where Applicable Law requires it, on reasonable notice and subject to confidentiality.

What they are

AI Features are optional. They include session-preparation summaries, voice dictation that turns speech into note text, and restructuring the text of one note section. Which ones you have depends on your Plan, your Workspace settings and how far we have released them, and an Organisation Owner can switch them off for a team. The product tells you when a feature uses AI.

How your information is handled

When you use an AI Feature, the input it needs is sent over an encrypted connection to Google’s Gemini models, run through Google Cloud Vertex AI in the Mumbai region (asia-south1). The input is your voice (dictation), the text of one note section (restructuring), or the parts of a client record the summary needs (summaries). We do not store the audio, the transcript or the model’s answer on our servers beyond what you save into your own record, and our logs hold technical details such as the feature, the model, the size and the time, not the content. A record that an AI Feature was used is added to the access log.

Google’s terms currently allow it to cache inputs and outputs in memory for up to 24 hours, and to keep an input that its abuse checks flag for up to 90 days. Google states that it does not use customer inputs to train its models. We do not use Your Data to train AI models and have no right to. We cannot promise that Google keeps nothing; if our arrangement with Google changes we will update this section.

Your responsibilities

• AI output can be wrong, incomplete or invented. Treat it as a draft. Review all of it before you rely on it or save it, and do not use it as a diagnosis or a risk assessment. Clinical decisions are yours.
• Have the consent and give the notice to your Clients that Applicable Law and your professional duties require before you use an AI Feature on information about them, and send only what you need.
• You may stop using an AI Feature at any time. Stopping does not affect earlier use.

Links to Public Pages

An assessment, exercise or journal link works as a password: anyone who has it can open it until it expires (30 days after it is issued, or when a recurring journal’s window ends) or until you revoke it. Send it only to the Client it is for.

Ours

The Platform, its software, design, documentation and the PracMind name and logo belong to us and our licensors and are protected by intellectual property law. We give you a limited, non-exclusive, non-transferable, revocable licence to use the Platform for your professional practice while your Account is open, and to use the mobile apps under the terms of the app store you got them from. We keep every other right.

Yours

You own Your Data. You give us a licence to host, process, transmit, display and back it up solely to provide, secure and support the Platform for you and as you instruct, including sending the messages you trigger. We acquire no other right in it. We may use usage statistics, such as how many sessions were booked or how often a feature is used, that identify no one and contain no clinical content, to run, bill and improve the Platform. You confirm that you have the right to upload what you upload, including the material in your resource library, and that it does not infringe anyone’s rights. You also allow us to show your profile on your public booking page.

Feedback

If you give us suggestions, we may use them freely and without obligation to you.

A lapsed plan is not a termination

If your Trial ends without a paid Plan, or a payment is still unpaid when the grace period ends, your Workspace becomes read-only. You can still sign in, view your records, download your invoices and finance exports, ask us for an export of the rest, manage billing, and pay to restore full access. You cannot create or change records, and features such as online booking or reminders may pause. We do not delete your data because a Plan lapsed.

Ending the agreement yourself

You can cancel your Subscription at any time (section 6). To close your Account, use Settings or the delete-account request page. Ask for your export first. What happens to your records is set out in the Privacy Policy.

Our right to suspend or end

We may suspend or end your access if you materially breach these Terms and do not fix it within 7 days of our notice (where it can be fixed). We may do so immediately, without notice, for fraud or unlawful use; for misrepresenting your credentials, or losing a registration the law requires you to hold; where your use threatens the security of the Platform or of other people’s information; where a court or authority orders it; or for repeated breach. Where we reasonably can, we will tell you why and let you respond, and we will give you an export of your records on request unless the law or security makes that impossible.

We may end the agreement without cause on at least 30 days’ written notice, and will refund the unused part of what you paid. If we discontinue the Platform we will give at least 60 days’ notice, a refund of the unused part of what you paid, and time to export.

What happens when it ends

Your licence ends. Fees already due remain payable. We will give you an export of Your Data on request, as set out in section 10. Because you owe duties to your Clients, we will reasonably cooperate in handing over their records to you. Sections that by their nature should survive do, including section 17, section 18 and section 20.

Intermediary notice

Where we act as an intermediary for content that users store or share through the Platform, these Terms, the Privacy Policy and the rules in section 12 are our published rules and user agreement. We will remind users of them at least once a year, and whenever they change. We may remove or disable content that breaks them or that a court or authority orders us to remove, and we cooperate with lawful orders. Client records are private to the practice that holds them and are not published by us.