Terms of Use

Welcome to Timely Help (the "Platform" or "Website").

By accessing, browsing, registering for, or using our Platform, website, mobile applications, or tele-mental health services, you ("User," "Client," or "Patient") agree to be bound by these Terms of Use ("Terms"), our Privacy Policy, and our Refund and Cancellation Policy.

IF YOU DO NOT AGREE TO ALL OF THESE TERMS, YOU ARE STRICTLY PROHIBITED FROM ACCESSING OR USING THE PLATFORM AND MUST DISCONTINUE USE IMMEDIATELY.

CRITICAL EMERGENCY WARNING:

THIS PLATFORM IS NOT DESIGNED, INTENDED, OR EQUIPPED FOR EMERGENCY MEDICAL OR MENTAL HEALTH CRISES.

IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, SEVERE MENTAL CRISIS, SUICIDAL THOUGHTS, INTENTIONS OF SELF-HARM, OR HARM TO OTHERS, PLEASE IMMEDIATELY:

• Call 1926 (Sri Lanka National Mental Health Helpline / NIMH)
• Visit the nearest hospital emergency room or psychiatric casualty ward in Sri Lanka.

A. Information & Intermediary Role

The Platform acts as an administrative and technological facilitator connecting users with certified independent mental health practitioners—including psychiatrists, clinical psychologists, and registered counselors ("Practitioners").

B. Medical Advice Disclaimer

Except during a direct, booked clinical consultation with a licensed Practitioner, information made available through blog posts, wellness tools, chat algorithms, self-assessments, or informational pages on this Website does not constitute medical diagnosis, treatment, or psychiatric advice.

C. Practitioner-Client Relationship

A professional therapeutic or clinical relationship is established solely between you and the specific Practitioner conducting your session. The Platform itself is not a licensed healthcare provider and does not practice medicine or psychotherapy.

By registering an account or booking a service through our Platform, you represent and warrant that:

1. You are at least 18 years of age or have reached the age of legal majority in Sri Lanka.
2. If you are under 18 years of age (a minor), you may only use the Platform with the express involvement, consent, and supervision of a parent or court-appointed legal guardian.
3. You possess the legal capacity and authority to enter into a binding agreement under the laws of Sri Lanka.
4. All registration and health intake information provided by you is accurate, complete, and current.

We make reasonable commercial efforts to verify the credentials, education, and professional standing of Practitioners listing on our Platform.

• All medical doctors and psychiatrists must hold valid registration with the Sri Lanka Medical Council (SLMC) under the Medical Ordinance (Cap. 105).
• Psychologists and counselors must hold recognized professional qualifications and registration with relevant recognized bodies in Sri Lanka or international accrediting authorities.
• Practitioners act as independent contractors and retain full professional clinical autonomy over their advice, prescriptions, and treatment plans.

A. Suitability of Tele-Health

Tele-mental health services involve video, audio, or text communications. You acknowledge that tele-health may not be suitable for all clinical conditions or severe psychiatric disorders. A Practitioner retains the right to determine that online therapy is inappropriate for your needs and may refer you to an in-person facility.

B. User Environment & Equipment

You are solely responsible for ensuring a private, quiet, and secure environment during your consultations and maintaining appropriate devices and stable high-speed internet connections.

• You are responsible for maintaining the confidentiality of your account login credentials and password.
• You agree not to share your account or allow third parties to attend sessions under your identity without practitioner approval.
• You must immediately notify us of any unauthorized use or security breach of your account. We are not liable for losses caused by unauthorized access to your account credentials.

• Pricing: Fees for consultations, assessments, and services are clearly displayed on the Platform prior to booking and are stated in Sri Lankan Rupees (LKR) unless otherwise specified.
• Payment Terms: Consultations must be paid in full at the time of booking via approved Sri Lankan payment gateways, credit/debit cards, or electronic funds transfers.
• Refunds: All financial transactions, cancellations, and refund requests are governed exclusively by our Refund and Cancellation Policy.

• The Platform, including its website design, text, software, graphics, branding, logos, trademarks, and user interface, is owned by or licensed to us and is protected by copyright, trademark, and intellectual property laws of Sri Lanka (including the Intellectual Property Act, No. 36 of 2003).
• You are granted a limited, non-exclusive, non-transferable, revocable license to access the Platform strictly for personal, non-commercial use.
• Audio or Video Recording Prohibited: You are strictly prohibited from recording, screen-capturing, downloading, or broadcasting any session, video call, audio interaction, or message with a Practitioner without explicit, written consent from both the Practitioner and the Platform.

You agree not to engage in any of the following activities on our Platform:

• Attempting to gain unauthorized access to our servers, user accounts, or database systems.
• Using the Platform to transmit abusive, defamatory, harassing, obscene, threatening, or unlawful material to any Practitioner, staff member, or user.
• Uploading viruses, malware, or harmful computational code designed to disrupt hardware or software.
• Impersonating another person or misrepresenting your affiliation with any person or entity.
• Violating any laws of the Democratic Socialist Republic of Sri Lanka, including the Computer Crimes Act, No. 24 of 2007.

Your personal data, medical intake forms, and clinical session history are protected in accordance with Sri Lankan law, including the Personal Data Protection Act, No. 9 of 2022 (PDPA) and the Medical Ordinance. Please refer to our Privacy Policy for detailed information regarding data collection, processing, and medical confidentiality standards.

A. "As Is" Basis

The Platform and all content are provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied.

B. Limitation of Liability

To the maximum extent permitted by Sri Lankan law:

• Neither the Company, its directors, employees, nor agents shall be liable for any indirect, incidental, consequential, special, or punitive damages arising from your use or inability to use the Platform.
• We accept no liability for any professional malpractice, clinical errors, delayed diagnoses, or actions/inactions of independent Practitioners.
• In any event, our maximum aggregate monetary liability to you for any claim arising out of or relating to these Terms or the Platform shall be limited to the total fees paid by you to the Platform in the three (3) months preceding the event giving rise to liability.

You agree to indemnify, defend, and hold harmless the Company, its officers, directors, employees, agents, and Practitioners from and against any third-party claims, liabilities, damages, losses, costs, or expenses (including legal fees) arising out of:

1. Your breach of these Terms of Use;
2. Your misuse of the Platform or services; or
3. Your violation of any applicable laws of Sri Lanka or rights of a third party.

• We reserve the right to suspend, disable, or terminate your user account and access to the Platform at our sole discretion, without prior notice, if you breach these Terms, exhibit abusive behavior toward Practitioners or staff, or commit illegal acts on the Platform.
• Any obligations or liabilities incurred prior to termination shall survive the termination of this agreement.

• Governing Law: These Terms, their interpretation, and any disputes arising out of or related to them shall be governed by and construed in accordance with the substantive laws of the Democratic Socialist Republic of Sri Lanka.
• Jurisdictional Venue: Any legal action, lawsuit, or proceeding arising under these Terms shall be instituted exclusively in the competent courts situated in Colombo, Sri Lanka.

If any provision of these Terms is found to be unlawful, void, or unenforceable under Sri Lankan law by a court of competent jurisdiction, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

We reserve the right to modify or update these Terms of Use at any time. Your continued use of the Platform after changes are published constitutes acceptance of the revised Terms.

For questions, feedback, or complaints regarding these Terms of Use or our services, please contact us at:

• Email Address: support@timelyhelp.com.