Draft awaiting review by a lawyer. Last updated: 7 October 2026.
These terms apply when you make a Booking for Individual Counselling with Sonali Mulay, Counsellor at New Leaf Wellbeing. When you go ahead with a session, you agree to them.
About Individual Counselling
Individual Counselling is for adults aged 18 and over, one person at a time. Each session lasts up to 60 minutes. You and Sonali can decide together how many sessions you have and how often. Booking one session doesn’t commit you to more, and you can stop at any time.
Counselling is a collaborative process. Sonali won’t make decisions for you, and no particular outcome can be guaranteed.
Payment
You pay the fee shown when you book, in Indian rupees, as part of making your Booking. Your session is confirmed once the Booking and payment are complete. A Booking is for the person named in it and can’t be transferred to anyone else.
Cancelling and rescheduling
If you book more than 24 hours ahead, you can cancel for a refund up to 24 hours before your session. If you cancel later than that, the fee is not refunded.
If you book less than 24 hours ahead, the fee is not refundable once your Booking is confirmed, but you can still reschedule.
Rescheduling. You can reschedule a session up to 2 hours before it starts, subject to availability. If you move a refundable session to a time less than 24 hours away, it becomes non-refundable, and stays that way even if you later move it further ahead.
How to cancel or reschedule. Use the cancel and reschedule options in your booking confirmation, within these time limits. Emailed requests, or requests sent any other way, may not be seen in time and don’t change your Booking on their own.
Arriving late. Your session still ends at its original time. If you let Sonali know you’re running late, whether the session can go ahead depends on the time left.
Missed sessions. If you don’t join, or get in touch, within 15 minutes of the start, the session counts as a no-show. A no-show can’t be refunded or rescheduled; you’ll need a new Booking and payment.
Ending early. If you choose to end a session early, the unused time isn’t refunded or kept as credit.
If Sonali cancels, you choose between a new time and a refund.
If online counselling isn’t right for you. If what you share before your first session suggests online counselling is not suitable for you, Sonali may contact you to talk it through. If she decides the session shouldn’t go ahead, you get a full refund, and it isn’t treated as a cancellation by you.
Sonali may consider exceptional circumstances case by case. An exception in one case doesn’t create the same right in another. Refunds are started by New Leaf Wellbeing; how long they take to reach you depends on your bank or payment provider.
Online sessions only
Every session is a video call on Zoom or Google Meet. Sessions are not recorded. Please don’t record them yourself.
Your space. Join from a private place where you feel comfortable talking, and use headphones if other people are nearby. Please don’t join while driving, or anywhere you can’t take part safely and privately. If your surroundings don’t allow the session to go ahead safely or privately, Sonali may stop it. That doesn’t by itself entitle you to a refund or a new session.
If the connection drops. First try to reconnect using the same meeting link. If that doesn’t work within a reasonable time, Sonali may call your registered mobile number to decide what to do. A problem on your side doesn’t automatically mean a refund or a full replacement session; it depends on how much of the session was affected. If a significant part of the session is lost because of a problem on Sonali’s side, she will arrange an alternative.
Confidentiality
What you share in sessions stays between you and Sonali. She won’t share it with anyone, including an employer, without your consent.
There are limits. Sonali may need to share information without your consent if there is a serious concern about your immediate safety or someone else’s, or if the law requires it. Wherever possible, she will talk to you first. If there is a serious concern about immediate safety, she may contact your emergency contact or an emergency service.
Sonali may seek professional supervision or consultation about her work, sharing as little identifying information as possible.
Your records
Your booking details are kept separately from Sonali’s counselling notes. The notes use a client number rather than your name, with a separate record linking the two, and only Sonali can access them. Counselling records are normally kept for three years after counselling ends. For how your information is handled more widely, see the Privacy Policy. Your information is used only to provide counselling, keep proper professional records, manage your Bookings, and respond to a serious concern about immediate safety.
Not an emergency service
New Leaf Wellbeing cannot respond to emergencies. If you are in crisis or thinking about harming yourself, in India call Tele-MANAS on 14416, free at any time. Elsewhere, find a helpline at findahelpline.com, or call your local emergency number. You can also go to your nearest hospital.
Online counselling isn’t right for every situation. If another kind of support would suit you better, such as in-person counselling, a psychiatrist or medical care, Sonali will talk it through with you and may recommend it.