Terms of Use & Service
For the KINARA website, booking platform and mental-health services
Document version: 1.0
Effective date: 11/10/2026
These Terms of Use & Service (“Terms”) form the general agreement between you and Equiliva Healthcare Private Limited for use of KINARA. They are designed to work together with KINARA’s Privacy Notice, the applicable Individual Session Information & Consent Form or Group Session Information & Consent Form, and any service-specific information displayed before you book or pay.
1. Who we are
KINARA is a mental-healthcare brand and service vertical of Equiliva Healthcare Private Limited (“Equiliva”, “KINARA”, “we”, “us”, “our”). KINARA is not merely a technology marketplace. Equiliva operates the service environment, booking and payment processes, clinical-governance framework, service standards, privacy and security controls, and provider credentialing or onboarding processes applicable to KINARA services.
Individual professionals remain responsible for their own clinical judgement, professional conduct, decisions and practice within their qualifications, registration, competence and applicable law.
Legal identity
Equiliva Healthcare Private Limited
Brand / service vertical: KINARA
Registered office: Thejus, near Olacherykavu, Talap, Kannur, Kerala 670002, India
CIN: U86202KL2026PTC102487
Website: www.eqlhc.com/kinara
2. What these Terms cover
These Terms apply when you use the KINARA website, booking and payment functions, communications, digital tools, individual sessions, group sessions, structured programmes, and related administrative services. Service-specific information, consent and programme rules form part of the agreement for the service to which they apply.
If a service-specific document conflicts with these Terms on a service-specific matter such as attendance, cancellation or group participation, the service-specific provision applies to that matter. The Privacy Notice governs personal-data handling. Clinical informed consent is separate from acceptance of these Terms.
3. Eligibility: KINARA is for adults only
KINARA currently accepts only people aged 18 years or older. By creating a booking, making payment or giving service consent, you confirm that you are at least 18 years old and legally able to enter into the relevant agreement. We may ask for age or identity confirmation where reasonably required. KINARA does not currently enrol children or adolescents into its clinical or group services.
4. What KINARA provides
Depending on the services published and available at the relevant time, KINARA may provide or organise:
· individual mental-health sessions such as counselling, psychotherapy, psychological support or other one-to-one professional services;
· psychiatric or medical mental-health consultation through appropriately qualified and registered professionals, where such a service is offered;
· facilitated group sessions, support groups and structured programmes, including behaviour-change and psychoeducational programmes;
· screening, assessment, psychoeducation, self-help or behaviour-change tools where clearly identified;
· care coordination, referral, follow-up and related administrative support; and
· booking, scheduling, payment, receipt and service-communication functions.
The exact service you are purchasing is the service described in the relevant booking page, programme information or service confirmation. General website information, articles, trackers and self-help material do not by themselves create a clinician-client relationship or amount to a diagnosis, prescription or personalised treatment plan.
5. KINARA and the treating professional
KINARA and the treating professional have different but connected responsibilities. KINARA is responsible for the KINARA service framework, including reasonable administrative and governance processes. The professional is responsible for clinical decisions made within the scope of the professional relationship. A professional may decide that a requested intervention, mode of care or continued treatment is not clinically appropriate and may recommend a different service, in-person assessment, medical or psychiatric evaluation, or emergency care.
6. Accurate information and booking responsibility
You should provide accurate, current and relevant information needed to book and safely deliver a service. You must not impersonate another person or knowingly provide false identity, age, contact, safety or payment information. If material information required for safe or lawful care cannot be confirmed, a service may need to be delayed, changed or discontinued.
7. Explicit acceptance and separate clinical consent
KINARA requires affirmative acceptance of these Terms before a booking or service transaction is completed. A pre-ticked box or passive browsing should not be treated as acceptance. KINARA may keep an electronic record of the version accepted, date, time and relevant booking.
Accepting these Terms is not the same as consenting to mental-health treatment. Before applicable individual or group clinical services, you will be asked to give separate, explicit informed consent after receiving the relevant information. Consent to optional activities such as identifiable training use, research, testimonials, marketing, recording, transcription or AI processing will not be inferred from acceptance of these Terms.
8. Fees, K-Pay and pricing
The fee payable for a service will be shown before payment. Where K-Pay is enabled, KINARA may offer three guided fee choices - Affordable, Standard and Supporter / Pay it forward. The guidance is intended to help clients choose a fee that reflects their financial circumstances. Income documents are not required unless KINARA expressly introduces a different eligibility-based scheme in the future.
Selecting a K-Pay tier does not change the clinical quality, professional standard or confidentiality of the service. Any active service discount is applied before the K-Pay tier calculation. The selected tier and final amount should be visible before payment and preserved as part of the booking record.
A Supporter / Pay it forward amount contributes to the sustainability of KINARA’s accessible-pricing model. Unless expressly stated otherwise, it should not be understood as a donation to, or segregated fund for, a particular named client.
9. Bookings and service-specific conditions
A booking is subject to availability, the service description, professional availability, required assessment or intake steps, payment completion where applicable, and any programme-specific conditions. A payment confirmation does not override a professional’s duty to determine whether a particular mode or service remains clinically appropriate.
For groups or programmes, enrolment may also depend on cohort size, scheduled start date, programme capacity, attendance expectations and any programme-specific intake process disclosed before participation.
10. Cancellation, rescheduling and refunds
The cancellation, rescheduling, missed-session and refund rules that apply to a booking are the rules stated in the relevant Individual Session Information & Consent Form, Group Session Information & Consent Form, programme information, and booking terms shown before payment. Please review them before completing payment.
For group sessions and programmes, KINARA generally uses a strict non-refundable enrolment model after payment or confirmation because a place is reserved and cohort planning depends on confirmed participation. The current group policy, including limited exceptions for KINARA cancellation, material postponement or extraordinary unavoidable circumstances reviewed by administration, is set out in the Group Session Information & Consent Form.
Withdrawal from clinical care is always permitted. Withdrawal does not, by itself, create a right to a refund where the applicable booking or programme terms provide otherwise. Nothing in these Terms removes any refund or other remedy that cannot lawfully be excluded.
11. Group sessions and programmes
Group services are different from individual care because other participants hear and respond to information shared in the group. Before joining a group, participants must review and explicitly agree to the Group Session Information & Consent Form, including the confidentiality, privacy, conduct, recording and attendance requirements.
KINARA cannot guarantee that another participant will keep group information confidential. Each participant is therefore required to protect the privacy of other members during and after the programme. Facilitators may redirect discussion, mute or pause participation, temporarily remove a participant, refuse re-entry to a session, or discontinue participation where reasonably necessary to protect safety, privacy, therapeutic boundaries, group functioning or other participants.
12. Telehealth and technology
Where care is provided remotely, the professional may confirm your identity, current physical location and a backup way to contact you, particularly when this is relevant to safety. You should join from a reasonably private environment, use a suitable device and connection, and take reasonable steps to prevent others from seeing or hearing the session.
Telehealth has limitations compared with in-person care. Information can be missed, physical examination may not be possible, and technical or communication failures may interrupt the service. A professional may recommend in-person or other care if remote care is not sufficient or appropriate.
13. KINARA is not an emergency service
Emergency and crisis information
KINARA does not provide continuous monitoring and does not guarantee an immediate response to email, messages, booking requests or other platform communications. If there is an immediate risk of serious harm to you or another person, call 112 or go to the nearest appropriate emergency department or hospital. For 24x7 tele-mental-health support in India, Tele-MANAS can be reached at 14416 or 1-800-891-4416. Do not wait for a KINARA appointment or platform response in an emergency.
During a scheduled session, a professional may provide support within their competence and may recommend or facilitate urgent in-person, psychiatric, medical or emergency assessment. Where safety requires it and law permits, minimum necessary information may be shared with an emergency contact, appropriate healthcare service or lawful authority.
14. Confidentiality and its limits
Mental-health information and session content are treated as confidential and are handled subject to applicable professional, legal and organisational requirements. Access should be limited to people who need relevant information for care, supervision, coordination, records, safety, payment, support or lawful compliance.
Confidentiality is not absolute. Information may be disclosed when permitted or required by law, including where necessary to respond to a serious and immediate safety concern, protect another person from harm or violence, comply with safeguarding or mandatory-reporting duties, respond to a valid lawful order, or support necessary care coordination. Where feasible and lawful, disclosure should be limited to the information reasonably necessary for the purpose.
15. Recording, transcription and AI during sessions
KINARA’s current policy is that clinical and group sessions are not audio-recorded or video-recorded, are not transcribed, and do not use AI tools to listen to, transcribe, summarise or generate clinical notes from live session content. Participants must not independently record, photograph, screen-capture, livestream, transcribe, use meeting bots, or use automated AI or note-taking tools during a session.
If KINARA proposes a future change that materially affects session recording, transcription or AI processing, it will provide appropriate notice and obtain separate explicit consent where required. Refusal of an optional recording, transcription or AI use should not be treated as consent through mere continued use.
16. Records, privacy and data use
Appropriate clinical and administrative records may be created and retained for care, safety, consent, scheduling, payment, accounting, quality, legal and professional purposes. KINARA does not rely on session recording as the clinical record. Personal information is handled under the KINARA Privacy Notice and applicable law.
Payment for or booking of a service by another person does not, by itself, give that person access to your clinical information, session content or records. Access or disclosure requires an appropriate consent, authority, care-related need or legal basis.
17. Referrals and additional services
A professional may recommend another KINARA service, an external professional, an in-person assessment, psychiatric or medical evaluation, or another appropriate service. Unless clearly stated otherwise, the cost of a referred or additional service is not included in the fee already paid. Any additional KINARA service will have its own fee and applicable terms, which should be communicated before booking.
18. Third-party payers, employers and sponsored services
A family member, employer or other sponsor may in some circumstances pay for or confirm eligibility for a service. Sponsorship or payment does not ordinarily entitle the payer or sponsor to clinical notes, diagnoses, therapy topics, risk information, emergency-contact details or session communications. Where an employer or sponsor receives service-use reporting, KINARA’s default approach is to use appropriately limited aggregate or de-identified information unless identifiable disclosure is separately authorised or lawfully required.
19. Your responsibilities and acceptable use
You agree not to misuse KINARA, its services or other users. Prohibited conduct includes:
· harassment, threats, discriminatory, sexual, abusive or intimidating conduct toward professionals, staff or participants;
· recording or distributing a session or another participant’s information without authorisation;
· using participant or professional contact information for unsolicited contact, solicitation or harassment;
· impersonation, fraudulent bookings, payment abuse or knowingly false safety information;
· attempting to gain unauthorised access to accounts, records or systems, or introducing malicious code; and
· using KINARA materials or services for unlawful purposes or unauthorised commercial reproduction.
KINARA may restrict or end access to a service where reasonably necessary for safety, privacy, security, serious misconduct, repeated disruption, non-payment, unlawful use or material breach of applicable service rules. Clinical discontinuation should be handled with appropriate professional judgement and, where relevant, referral or transition guidance.
20. KINARA materials and intellectual property
KINARA-created programme materials, worksheets, graphics, videos, educational content, digital resources and website content are provided for personal use in connection with the relevant service unless another licence is stated. They must not be sold, republished, publicly distributed or commercially reproduced without permission.
KINARA does not claim ownership of your personal story, therapy disclosures or health information merely because you use the service. Any testimonial, story, image or identifiable material for publicity requires separate, specific permission.
21. No guaranteed clinical outcome
Mental-health, counselling, psychotherapy, psychiatric and behaviour-change services cannot guarantee a particular outcome. Response and progress vary between people and over time. A professional may modify recommendations, refer you elsewhere or advise a different level or mode of care based on professional judgement.
22. Service availability, interruptions and changes
KINARA may need to change a professional, session time, platform, programme start date or service arrangement because of illness, technical failure, minimum cohort requirements, safety, operational constraints or other reasonable causes. Where KINARA materially changes or cannot provide a paid service, it will offer an appropriate remedy under the applicable service or refund terms.
For technical interruption during an individual or group session, reasonable attempts may be made to reconnect or use an agreed backup method. The appropriate rescheduling, credit or refund outcome depends on the nature and source of the interruption and the applicable service terms.
23. Complaints and grievances
KINARA encourages concerns to be raised promptly so that they can be reviewed appropriately. Administrative, service, clinical or privacy concerns may initially be sent to the Grievance Officer:
Grievance Officer
Dr. Aditya Jayan
Email: director@eqlhc.com
A complaint may be referred internally to the appropriate clinical, privacy, security or management function depending on its nature. Using KINARA’s complaint process does not remove any statutory or professional complaint route available to you under applicable law.
24. Responsibility, limitations and consumer rights
KINARA will use reasonable care in operating its services and service infrastructure. However, no online service can guarantee uninterrupted connectivity, complete freedom from third-party network failures, or a particular treatment outcome. You are responsible for reasonable care of your own device, connection and physical privacy environment.
Nothing in these Terms excludes or limits any responsibility, professional duty, statutory right, consumer remedy or liability that cannot lawfully be excluded or limited. Any limitation in these Terms must be read subject to applicable Indian healthcare, consumer, data-protection and other law.
25. Governing law and disputes
These Terms are governed by the laws of India. Subject to any consumer, healthcare or other statutory forum or remedy that is available to you, disputes will be subject to the jurisdiction of competent courts in Kerala.
26. Changes to these Terms
KINARA may update these Terms as its services, law, technology or operating model changes. The current version and effective date should be published. Material changes affecting paid services, clinical participation, important user rights, recording/transcription/AI practices or significant data-use expectations should be brought to affected users’ attention and renewed acceptance or consent should be obtained where appropriate. A material optional purpose should not be introduced solely through silent continued use.
27. Contact
KINARA is a service vertical of Equiliva Healthcare Private Limited. General service and privacy contact details should be maintained consistently across the website and Privacy Notice. Complaints and grievances under these Terms may be sent to director@eqlhc.com.