PLEASE READ ALL OF THE FOLLOWING TERMS AND CONDITIONS OF THIS WEBSITE/APP BEFORE USING THIS SITE/APP.

This document constitutes an electronic record under the Information Technology Act, 2000, and the rules made thereunder, as applicable, including the amended provisions relating to electronic records under various statutes. This electronic record is generated by a computer system and does not require any physical or digital signature. Soulthing is a digital platform operated by Soulhealth Tech Private Limited (“Soulthing”, “Company”, “we”, “us” or “our”), having its registered office at A 13 A, Block A, Industrial Area, Sector 62, Noida, Uttar Pradesh, 201309, through its website and, upon launch, its customer mobile application (collectively referred to as the “Platform”). These Terms and Conditions (“Terms”) constitute a legally binding agreement between the Company and any person who accesses or uses the Platform or avails of its services (“User” or “You”), including for the purposes of creating an account, booking home-visit therapy and wellness services, making payments, purchasing packages, accessing AI-assisted suggestion features, or using any other functionality offered through the Platform. Before creating an account, placing a booking or purchasing a service, You will be asked to review and accept these Terms through the Platform’s acceptance mechanism. Continued browsing alone will not be treated as consent to optional processing or as acceptance of any consent that applicable law requires to be separately obtained. If You do not agree to these Terms, You must not create an account, place a booking or use the relevant services. Certain services or features available through the Platform may be subject to additional terms and conditions, service descriptions, consent forms, package-specific conditions, or other policies displayed or communicated at the time of booking, which shall be incorporated into these Terms by reference and shall apply to the relevant services. In the event of any inconsistency between these Terms and any such additional terms or conditions, the service-specific terms shall prevail solely in relation to the relevant service and to the extent permitted by applicable law, provided that mandatory provisions of applicable law shall prevail in all circumstances. Any additional or conflicting terms proposed by You shall be expressly rejected by the Company and shall not be binding upon it unless expressly accepted in writing by the Company. Where required under applicable law, specific and separate consents shall be obtained from You before providing the relevant services or processing the relevant information.

1. COMPANY AND PLATFORM ROLE
   
   

Soulthing operates a digital platform that facilitates discovery, booking, payment and coordination of therapy and wellness services delivered at the customer’s location. Depending on the booking, a service may be delivered by a Company employee or an independent practitioner engaged under a separate arrangement. Where required by law, the identity and status of the service provider will be disclosed before the service is provided. The Company is responsible for its own platform operations, representations, acts, omissions and legal obligations. These Terms do not create an employment, agency, partnership or joint-venture relationship between the Company and an independent practitioner merely because the practitioner is listed on or booked through the Platform. Nothing in this clause excludes responsibility imposed by applicable law. The Platform is not an emergency service, hospital or substitute for appropriate medical evaluation.

2. ELIGIBILITY, ACCOUNTS AND BOOKING FOR OTHERS
   
   

You must be at least 18 years old to create your own account and book for yourself. A parent or lawful guardian may book for a minor, including an infant or child, and must provide accurate information, have authority to do so, provide any consent required by law, and remain present throughout the session unless otherwise agreed in writing for the particular service. A person booking for another adult must have that adult’s authority and ensure that the recipient is informed and gives any consent required for the service. You must provide accurate and current information, keep your OTP and device secure, and promptly notify Soulthing of suspected unauthorised use. Do not impersonate another person, use false information or use the Platform unlawfully. Soulthing may request information reasonably necessary for booking, safety, identity verification or legal compliance. An account may be suspended or restricted where there is reasonable evidence of fraud, impersonation, harassment, repeated no-shows, misuse, safety risk, non-payment, breach of these Terms or a legal requirement. Where practicable, Soulthing will provide notice and an opportunity to respond; urgent protective action may be taken immediately.

3. SERVICES AND PROFESSIONAL SCOPE
   
   

The service catalogue may include physiotherapy and specified therapy or wellness services such as body recovery, cupping, dry needling, spine-related therapy, derma-roller therapy, prenatal or postnatal comfort and recovery services, pelvic recovery, infant massage and motor development, posture and movement therapy, balance and coordination therapy, speech therapy and other services expressly listed on the Platform. Only services displayed as available at booking may be booked. The service description, duration, price, practitioner category and eligibility or preparation requirements shown at checkout form part of the booking. Each service must be provided only by a practitioner holding qualifications, registrations, training and authorisations required by law and acting within their lawful scope of practice. Soulthing may decline or cancel a booking where the service or practitioner is not legally permitted, suitably qualified or reasonably considered appropriate for the recipient. Ayurveda practitioners may provide services only within applicable qualifications and registration. Therapists do not provide emergency care, and the Platform is not a substitute for diagnosis or urgent treatment. For severe, sudden or worsening symptoms, suspected emergency or urgent medical need, contact emergency services or seek immediate care.

4. AI-ASSISTED SUGGESTIONS AND SCREENING
   
   

The Platform may ask questions about your concern, duration and severity, relevant history and lifestyle, and may use an AI or language-model system to suggest a therapy available on the Platform. Output is informational only and is not a diagnosis, prescription, medical opinion, guarantee of suitability or substitute for assessment by a qualified professional. AI suggestions may be incomplete, inaccurate or unsuitable. Do not rely on them for emergencies, diagnosis, medication decisions or to delay professional care. You remain responsible for reviewing the service description and providing accurate information. A practitioner may decline, modify or discontinue a service if screening, examination or professional judgement indicates that it is unsuitable or outside their scope. Do not enter another person’s information unless authorised. Personal and health information, including information processed through AI features, will be handled under the User Privacy Policy and applicable law. Material information about AI-enabled processing will be disclosed in the Privacy Policy and any consent required by law will be obtained before processing.

5. THERAPIST MATCHING, GENDER PREFERENCE AND REASSIGNMENT
   
   

Bookings may be matched according to service, practitioner qualification or specialisation, availability, any gender preference and distance. The indicative matching radius may be approximately 10 kilometres, but availability varies by service area and time and no particular radius or match is guaranteed. Soulthing will use reasonable efforts to accommodate a stated gender preference. A cross-gender allocation will be made only with the customer’s express consent before the session. The customer may decline an assigned practitioner before the session begins and request reassignment. If no suitable replacement is available, Soulthing will cancel the affected booking and refund the amount paid for that booking, subject to applicable law. Practitioner and arrival or dispatch information will be provided through the Platform as available. Dispatch may occur before the scheduled session, and real-time location tracking may not be available.

6. BOOKING CONFIRMATION, SESSION START AND COMPLETION
   
   

A booking is subject to availability, correct address and contact details, successful payment and applicable screening or eligibility requirements. It is confirmed only when the Platform displays confirmation or otherwise communicates acceptance. Session duration is stated on the relevant service page and may vary by service. The customer must provide safe access to the booked location and disclose information reasonably necessary for the service. A start and/or end OTP may verify that a session has started or ended; sharing an OTP does not itself constitute informed consent to a procedure or waive any complaint or legal right. Do not share an OTP until the assigned practitioner is present and their identity has been reasonably verified, or with support personnel or an unassigned practitioner. If an OTP cannot be verified, contact support; the Company may use reasonable alternative verification. Disputes about session start, completion or duration will be reviewed against available booking records and other relevant evidence. A practitioner may refuse or discontinue a session where the service is outside their competence, screening indicates a need for medical advice, premises are unsafe, the customer behaves abusively, required consent is absent or continuation is inappropriate. Any charge or refund will be reviewed in light of the circumstances and applicable law.

7. CUSTOMER RESPONSIBILITIES AND SAFETY
   
   

You must provide a safe, clean and suitable environment for the home visit, ensure the recipient is available, and disclose relevant symptoms, allergies, injuries, medical history, pregnancy status, medications and other information reasonably necessary for safe service delivery. Follow reasonable pre-session instructions and inform the practitioner of discomfort or an adverse reaction. You must not threaten, harass, discriminate against, intimidate or behave abusively towards a practitioner or other person. Practitioners must be treated with dignity and must not be subjected to harassment, coercion or unsafe conditions. Any recording or photography during a session must respect the privacy, dignity and lawful rights of all persons present. Do not publish or share a recording or identifiable personal or health information of another person without a lawful basis and any consent required by law. Report safety concerns, misconduct or suspected harm promptly through the complaint channels in these Terms. Nothing here prevents a lawful complaint or providing evidence to a competent authority.

8. PRICES, TAXES AND PAYMENTS
   
   

All bookings must be paid online through the payment methods enabled at checkout. Cash is not accepted. The payment gateway currently identified by Soulthing is Razorpay; available methods may include UPI, cards, net banking and wallets, depending on gateway configuration. The price displayed at checkout, together with any applicable tax and disclosed charges, will apply to the booking. Any invoice or receipt will be provided through the channels actually enabled by Soulthing. Soulthing does not intend to store card, UPI, or bank-instrument credentials. Payment instruments are processed by the payment gateway. Soulthing may retain transaction references, order/payment IDs, payment status, amount, refund status, and related accounting records. A booking may not be confirmed if payment fails or is not received. If money is debited but the booking is not confirmed, contact support with the transaction reference. Refund timing may depend on the gateway and issuing bank.

9. CANCELLATION, RESCHEDULING, NO-SHOW AND REFUNDS
   
   

The cancellation, rescheduling, no-show and refund conditions applicable to a booking will be displayed clearly before payment and form part of that booking. If the practitioner cancels or is unavailable, Soulthing will make reasonable efforts to offer reassignment or rescheduling. If no suitable replacement is available or the service is not provided, the customer will receive a refund for the undelivered service, subject to applicable law. For material delay, the customer may contact support for reassignment, rescheduling or another appropriate resolution. A customer may be treated as a no-show only under conditions disclosed before payment. Refunds may be considered for undelivered services, duplicate payments, cancellation by Soulthing or the practitioner, and verified quality or safety complaints. Approved refunds will generally be returned to the original payment method within the period communicated at approval, subject to payment-provider timelines. 

10. PACKAGES, PROGRAMMES, AND SUBSCRIPTIONS
    
    

Soulthing may offer single sessions, multi-session packages, goal-oriented programmes and subscriptions. The specific price, included services, session count, validity, renewal terms, exclusions and cancellation/refund conditions shown at purchase form part of the offer.

For a multi-session package, the customer may select the relevant therapy or programme and the number of sessions offered for that package. The package price, any discount, the services included, session duration, validity period and other material conditions shall be displayed before payment. The customer shall select the date, available time slot and preferred therapist for the first session during checkout, subject to availability and any applicable eligibility or screening requirements.

The full package amount shall be payable upfront in a single transaction. Once the package purchase is confirmed, any remaining sessions not booked at checkout shall remain available for future scheduling, subject to the package validity period and the terms disclosed at purchase. The customer may schedule those sessions through the platform by selecting an available date and time slot. For each session, the customer may request the same therapist or select a different therapist from the therapists available for the relevant service, location and time. A requested therapist or time slot is not guaranteed unless confirmed by the platform.

The platform may provide a package dashboard through which the customer can view package details, the number of sessions purchased and remaining, scheduled sessions, session status and reports made available by the assigned therapist. The availability of any dashboard feature, report or scheduling function is subject to the features enabled on the platform. A session shall be treated as completed only in accordance with the platform’s applicable session verification and completion process.

Each session within a package remains subject to the applicable booking, cancellation, rescheduling, no-show, safety, consent and service-specific terms. A package purchase does not guarantee the availability of a particular therapist, a particular time slot, a specific clinical outcome or uninterrupted availability of every service. If Soulthing or an assigned therapist cannot deliver a booked session, Soulthing will apply the applicable reassignment, rescheduling or refund process, subject to these Terms and applicable law.  

11. SESSION NOTES, REPORTS, REVIEWS AND COMMUNICATIONS
    
    

A practitioner may prepare session notes or a report where appropriate and supported by the service and Platform functionality. A report made available to the customer may be accessed through the relevant booking/report feature or requested through support, subject to law and lawful restrictions. Records support continuity of care, service administration, safety and complaint resolution and do not guarantee an outcome. Personal and health information will be handled under the Customer Privacy Policy and applicable law. Reviews must be truthful, relevant and lawful and must not contain threats, another person’s confidential information, discriminatory or abusive content, or knowingly false allegations. Soulthing may moderate or remove content that breaches these Terms or law, but will not remove criticism merely because it is negative. Transactional communications may include OTPs, booking confirmations, reminders, service updates and support messages. Promotional communications will be sent only where required consent has been obtained and may be opted out of through available settings or unsubscribe instructions.

12. INTELLECTUAL PROPERTY AND ACCEPTABLE USE

    
    

The Platform, software, branding, logos, service descriptions, text, graphics and other content owned or licensed by Soulthing are protected by applicable intellectual-property laws. You receive a limited, personal, revocable, non-transferable licence to use the Platform for its intended purpose. You must not copy, scrape, reverse engineer, disrupt, bypass security, upload malware, manipulate ratings, misuse another user’s information, use automated access without authorisation or commercially exploit Platform content without written permission. If you submit a review, feedback, photograph or other content, you retain any rights you hold in it and grant Soulthing a limited, non-exclusive licence to host, reproduce, display and use it only as reasonably necessary to operate the Platform, provide the relevant service, maintain security, investigate complaints and comply with law, subject to the Customer Privacy Policy and applicable law. 

13. COMPLAINTS, SUSPENSION AND DISCONTINUATION

    
    

Complaints may be submitted through in-app help, at info@soulthingcompany.com or by calling +91 8796193853 between 9:00 a.m. and 6:00 p.m. Soulthing may investigate service, safety, payment or conduct complaints, seek information from relevant parties, preserve records and suspend a practitioner or user where reasonably necessary for safety, investigation, compliance or prevention of misuse. Depending on the facts and law, it may offer reassignment, rescheduling, refund or another appropriate remedy. Where practicable, the affected person will be informed of material action and given an opportunity to respond, except where urgent action or law requires otherwise. Soulthing may change or discontinue a service with reasonable notice where practicable. Confirmed bookings and prepaid packages will be handled fairly in accordance with disclosed terms and law.

14. DISCLAIMERS AND LIMITATION OF LIABILITY
    
    

Services will be provided in accordance with the applicable service description and these Terms. No specific clinical outcome or result is guaranteed, and AI-generated suggestions are informational only. Customers should communicate concerns to the practitioner and seek independent medical advice where appropriate. To the extent permitted by law, the Company shall not be liable for indirect or consequential losses arising from misuse of the Platform or circumstances beyond its reasonable control. Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, negligence or any other liability to the extent such exclusion or limitation is prohibited by law. The Company remains responsible for its own acts, omissions and legal obligations. Nothing excludes or restricts any statutory right or remedy available to a consumer or any other right or liability that cannot lawfully be excluded or limited.

15. FORCE MAJEURE
    
    

Soulthing will not be responsible for delay caused by events beyond its reasonable control, including severe weather, public emergencies, government restrictions or major network or payment outages. The Company will take reasonable steps to notify affected customers and, where appropriate, offer rescheduling or another reasonable remedy. Payment will not automatically be retained for a service not delivered; refunds for undelivered services will be handled under the disclosed booking terms and applicable law.

16. CONFIDENTIALITY OF INFORMATION
    
    

You must not misuse or disclose confidential information about another user, practitioner or the Company received through the Platform, except where authorised or required by law. You must not submit or publish unlawful, infringing, fraudulent, threatening, abusive, discriminatory or knowingly false content, or another person’s personal or health information without lawful authority and any consent required by law. You are responsible for content you submit, subject to rights and protections under applicable law. Reviews and other submissions reflect their authors’ views and are not necessarily endorsed by Soulthing. Soulthing may review, restrict or remove content where reasonably necessary to enforce these Terms, protect users or practitioners, investigate complaints, maintain security or comply with law or a lawful direction. Where practicable, the affected user will be informed of material moderation action. Nothing creates an obligation to monitor all content continuously or excludes any duty or liability imposed by law. Personal data will be handled under the UserPrivacy Policy and applicable law.

17. JURISDICTION OF COURT
    
    

These Terms are governed by the laws of India. Subject to applicable law, courts having competent jurisdiction at Noida, Uttar Pradesh, shall have jurisdiction over disputes arising out of these Terms. Nothing in this clause excludes or restricts the jurisdiction of any Consumer Commission or other statutory forum, or any right or remedy available to a User under applicable law.

18. GENERAL
    
    

You may not assign these Terms or your interests, rights or obligations under them without the Company’s prior written consent, except where prohibited by law. If any provision is invalid or unenforceable, the remaining provisions will continue in force and the affected provision will be enforced to the maximum extent permitted by law. No waiver will be deemed a continuing waiver. You may save or print these Terms for your records. The Company may maintain electronic records of acceptance and use of the Platform in accordance with applicable law.

19. CONTACT INFORMATION
    
    

If you have any grievance with respect to the Platform or the Services, you may contact the Company’s designated Grievance Officer using the details below. 

Name: Vaibhav Gupta

Email: info@soulthingcompany.com

Contact Number: +91 8796193853

20. HEADINGS
    
    

Section titles are used for convenience only and do not affect interpretation of these Terms.

21. SEVERABILITY
    
    

If any provision of these Terms is invalid or unenforceable, it will be enforced to the maximum extent permissible and the remaining provisions will continue in force.

22. ENTIRE AGREEMENT
    
    

These Terms, the User Privacy Policy and any applicable service-specific conditions together govern the User’s use of the Platform and the relevant services. In the event of inconsistency, service-specific conditions prevail only in relation to the relevant booking and only to the extent of the inconsistency, subject always to applicable law. Nothing overrides a mandatory legal requirement or a right that cannot lawfully be waived.

23. MISCELLANEOUS
    
    

The Company may make changes to the Platform’s content or technical specifications where reasonably necessary for operations, security, service improvements or legal compliance. Material changes to these Terms will be communicated through the Platform or another appropriate channel and will apply prospectively, subject to applicable law. Changes will not retrospectively diminish rights relating to a confirmed booking or prepaid package, except where required by law or agreed by the User. The Company will provide reasonable notice of material service changes where practicable. Failure to exercise a right is not a waiver. The Company may assign its rights and obligations where permitted by law, provided such assignment does not unlawfully prejudice the User’s rights. These Terms bind the parties and their permitted successors and assigns.