MantramindsInternational

For clients living outside India in the countries listed in our International Terms of Service. Clients in India: please see the policies on mantraminds.com.

Clients en France : lire ce document en français.

International Complaints Policy

We want to hear if something hasn't felt right. Making a complaint will not affect the respect or service you receive from us.

1. What this policy covers

This policy covers complaints about our online well-being counselling for clients living outside India: your sessions, your counsellor, bookings, payments, refunds and how we've handled your information.

It doesn't cover:

  • urgent safety concerns: if you or someone else is in danger, call your local emergency number (shown on your country page). Don't wait for a reply from us;
  • requests for a diagnosis, clinical opinion, or a report for legal, insurance, employment or immigration purposes, which we don't provide (see our International Terms of Service);
  • feedback that isn't a complaint. We welcome it at contact@mantraminds.com.

2. How to complain

Please email contact@mantraminds.com with the subject line "Complaint". We handle complaints in writing so that there is a clear record for you and for us. If you tell your counsellor or another team member about a problem, we'll ask you to send it by email, or we'll write it down and send it to you to confirm.

Please include:

  • your name and the email you booked with;
  • the date of the session or booking it's about;
  • what happened, and what you'd like us to do.

Please complain as soon as you can, ideally within 3 months of what happened. The sooner we hear, the better we can look into it. We'll still read later complaints, but may not be able to look into them fully. This doesn't shorten any time limit the law gives you.

Someone else, such as a family member or friend, can complain for you if you confirm by email that you agree. We can't share your information with them without that confirmation. We handle complaints in English (and in French for clients in France).

3. What happens next

Step What we do When
1. Acknowledge Confirm by email that we've received your complaint and tell you who is looking into it Within 5 working days
2. Look into it Review the booking, payment and attendance records and speak to the people involved —
3. Reply Explain in writing what we found and what, if anything, we'll do Within 10 working days of our acknowledgement. If we need longer, we'll tell you why and when to expect a reply (usually within a further 20 working days)
4. Founder review If you're not satisfied, reply to our response within 14 days to ask for a review by our Founder Within 20 working days of your request

"Working days" means Monday to Friday, excluding public holidays in India. The Founder's review is the last step of our own process, and our decision at that point is final as far as we are concerned. Your rights in section 6 are not affected.

If your complaint is about your counsellor, you can ask to see a different counsellor while we look into it, where one is available. If a complaint raises a concern about someone's safety or a counsellor's conduct, we'll act on that part straight away.

4. How we put things right

If we find that we got something wrong, we'll say so. Depending on what happened, we may offer one or more of:

We decide what is fair in each case. Anything we offer to resolve a complaint is a goodwill gesture and not an admission of fault or liability. Any payment is limited as set out in section 15 of our International Terms of Service ("Our liability"), except where the law doesn't allow that limit.

5. Please talk to us before your bank

If you're unhappy about a payment, please complain to us first. Most problems can be sorted out quickly, and a refund from us reaches you faster than a bank dispute.

If you open a dispute or chargeback with your bank or card provider, we may pause our own review until it is settled. We'll give the payment provider the relevant records, such as your booking, your acceptance of our terms and policies, and attendance records.

6. Your rights and other bodies

This policy doesn't take away any right you have under the law of your country. You can contact a regulator, your local consumer body or a court at any time, and you don't have to finish our process first.

Our Well-being Counsellors are qualified in India and are not registered with a health regulator in your country (see our International Terms of Service).

  • Personal data: you can complain to the data protection authority in your country. The authority for each country is listed in our International Privacy Policy. In India, you can also write to our Grievance Officer at contact@mantraminds.com.
  • New Zealand: you can contact the Health and Disability Commissioner (hdc.org.nz). A free, independent advocate from the Nationwide Health & Disability Advocacy Service (advocacy.org.nz) can help you raise a concern.
  • Australia: you can contact the health complaints body in your state or territory, which applies the National Code of Conduct for health care workers to counsellors.
  • United Kingdom: if we can't resolve your complaint, we'll tell you about an alternative dispute resolution service and whether we agree to use it. Citizens Advice (citizensadvice.org.uk) can give you free consumer advice.
  • All other countries: your national consumer protection authority.

7. Abusive or repeated complaints

We'll always take a complaint seriously. If someone is abusive or threatening to our team, or keeps raising a complaint we've already fully answered without new information, we may stop corresponding about it and, where appropriate, end the service as set out in our International Terms of Service. We'll tell you in writing if we do this.

8. Records

We keep a confidential record of each complaint and our response, and use what we learn to improve our service. Complaint records are handled as described in our International Privacy Policy.

Version 1.0 (test phase) · Effective 20 October 2026