Terms and Conditions

IMPORTANT: These Terms & Conditions constitute a legally binding agreement between you and Counsilio. Please read them carefully before using our platform. By accessing counsilio.com, you agree to be bound by these terms.

Counsilio is a therapy facilitation platform. We are not a medical provider, crisis service, or emergency service. If you are in crisis, please contact the Singapore Emergency Services (999) or the Samaritans of Singapore (1767).

1. Definitions

In these Terms & Conditions, the following terms have the following meanings:

"Counsilio" / "We" /

• "Us" The platform operator of counsilio.com

"Client" Any individual who registers to receive therapy services through

the platform

"Therapist" Any qualified professional who provides therapy services

through the platform

"Clinical Director" The Singapore-registered clinical professional who provides

governance and supervision oversight

"Session" A booked therapy appointment conducted via the platform

"Platform" The website, application, and services available at

counsilio.com

"Services" All therapy facilitation, matching, scheduling, and related

services provided by Counsilio

2. Nature of Our Service

Counsilio is a technology platform that facilitates connections between clients and qualified therapists. We are a therapy facilitation service, not a direct healthcare provider. Your therapeutic relationship is with your therapist, who operates as an independent professional under Counsilio's clinical governance framework.

2.1 What Counsilio Provides

A platform to browse, match with, and book sessions with qualified therapists Clinical governance oversight, including mandatory supervision of all therapists by our Clinical Director Secure video conferencing infrastructure for sessions Billing and scheduling support A framework for safeguarding and ethical practice

2.2 What Counsilio Does Not Provide

Direct medical or psychiatric diagnosis or treatment Crisis intervention or emergency mental health services Prescription of medication Inpatient or residential care Counsilio is not an emergency service. If you are experiencing a mental health crisis, suicidal thoughts, or are at immediate risk of harm, please contact emergency services (999), the Samaritans of Singapore (1767), or present to the nearest hospital emergency department.

3. Eligibility

3.1 For Clients

To use Counsilio as a client, you must:

• Be at least 18 years of age. Counsilio does not currently provide services to minors
• Reside in a jurisdiction where online therapy is legally permitted
• Provide accurate and truthful information during registration
• Have access to a device and internet connection suitable for video sessions
• Not be in an active mental health crisis requiring emergency intervention at
• the time of booking

3.2 For Therapists

To provide services on Counsilio, you must:

• Hold valid professional qualifications recognised by Counsilio
• Be registered with a recognised professional body (e.g. SAC, BPS, or

equivalent)

Maintain valid professional indemnity insurance Agree to participate in mandatory clinical supervision under the Clinical Director Comply with all applicable ethical codes of practice in your jurisdiction Have not been subject to any professional misconduct findings that have not been disclosed to Counsilio

4. Accounts and Registration

You must create an account to use our services. You agree to:

• Provide accurate, current, and complete information during registration
• Keep your account credentials confidential and not share them with any
• third party
• Notify us immediately of any unauthorised use of your account at
• hello@counsilio.com
• Take responsibility for all activity that occurs under your account
• Counsilio reserves the right to suspend or terminate accounts that provide false
• information, violate these terms, or pose a risk to the safety of others on the

platform.

5. Therapy Services

5.1 Matching

Counsilio uses a combination of intake assessment and matching criteria to suggest suitable therapists. While we take care to make appropriate matches, we cannot guarantee a perfect fit. You may request a change of therapist at any time. Repeated changes without reasonable cause may be noted in your account.

5.2 Emergency Contact

All clients are required to provide the name and contact number of an emergency contact person during registration. This information is held securely and will only be used if there is a risk of serious harm to you or others and you cannot be reached directly. By providing this information, you consent to your therapist or Counsilio contacting this person in such circumstances.

5.3 Sessions

Sessions are conducted via video call through our secure platform. Each session is typically 50 minutes unless otherwise agreed.

Recording: Clients, therapists, staff, and the platform may not record therapy sessions by any means. Twilio recording is disabled. Clinical supervision may discuss anonymised case details, but it does not permit recording a session All therapists on Counsilio are subject to mandatory clinical supervision by our Clinical Director. This means aspects of your case — anonymised where possible — may be discussed in supervision for quality assurance purposes.

This is a standard and important part of ethical clinical practice.

5.4 Informed Consent

You agree, acknowledge, and accept that all input, statements, and suggestions provided by therapists during sessions are for your consideration only. You retain full autonomy over any decisions you make as a result of sessions. Counsilio and its therapists are not liable for any decisions you choose to make based on discussions in therapy.

5.5 Therapist Independence

Your therapist is an independent professional who operates within Counsilio's clinical governance framework. The therapeutic decisions, approach, and content of sessions are the professional responsibility of your therapist.

Counsilio is not liable for the specific clinical judgements made by therapists, provided they are acting within the bounds of our governance framework and their professional obligations.

5.6 Limitations of Online Therapy

Online therapy has inherent limitations compared to in-person care, including limitations around risk assessment, physical observation, and emergency response. Clients with severe or complex presentations may be referred to more appropriate services. By using Counsilio, you acknowledge and accept these limitations.

6. Bookings, Cancellations, and No-Shows

6.1 Booking

Sessions are booked through the Counsilio platform using a valid package credit after admin matching. The first purchased package includes one free admin onboarding phone call. The onboarding call is not a therapy session and does not use a package credit.

6.2 Client Cancellations and Rescheduling

Clients may cancel or reschedule up to twelve hours before the booked start time. A valid cancellation restores that session credit to the same package. Cancellations or rescheduling requests inside twelve hours, and no-shows, do not restore the credit. Payments are non-refundable.

6.3 Therapist Cancellations

If a therapist cancels, the session credit is restored and the client may rebook. Payments remain non-refundable.

6.4 Technical Issues

If a session cannot proceed because of a confirmed Counsilio or video-provider failure, Counsilio may restore the session credit so the client can rebook. Client device or internet failures do not automatically restore a credit.

7. Fees and Payments

7.1 Package Fees

Counsilio offers packages of 1, 4, or 8 therapy sessions. Prices are shown and charged in the supported local currency for Singapore, Malaysia, India, the United Arab Emirates, or the United Kingdom. Displayed prices include applicable tax.

7.2 Payment Processing

Payments are processed by Airwallex. By providing payment details, you authorise the applicable package charge. Counsilio does not store full payment card details.

7.3 Package Credits

Each booked session uses one package credit. A credit is restored only where this policy expressly permits it. Package payments are non-refundable.

8. Clinical Governance and Safeguarding

8.1 Supervision

All therapists on Counsilio participate in mandatory clinical supervision under our Singapore-registered Clinical Director. This is a non-negotiable requirement of the platform. Therapists acknowledge that aspects of cases may be discussed in supervision, in accordance with professional ethical standards.

8.2 Duty of Care and Safeguarding

Both Counsilio and our therapists take safeguarding seriously. Where a therapist or Counsilio becomes aware of a risk of serious harm to you or to a third party, we may be required to take action, including contacting emergency services or relevant authorities, without your prior consent. This overrides our general confidentiality obligations.

8.3 Fitness to Practice

Counsilio reserves the right to remove a therapist from the platform at any time if there are concerns about their fitness to practice, conduct, or compliance with our governance framework. In such cases, affected clients will be informed and offered alternative therapist matching.

8.4 Client Safety

If at any point during your engagement with the platform you are at risk of imminent harm to yourself or others, your therapist is obligated to follow their professional duty of care. Counsilio may also follow up directly. Please ensure you have access to emergency services information at all times.

9. Confidentiality

All information shared in therapy sessions is confidential. There are limited and legally defined exceptions to this confidentiality:

• Where there is a risk of serious harm to you or to another identifiable
• person
• Where disclosure is required by law or court order
• Where you have given explicit consent to share information
• In the context of mandatory clinical supervision (shared in a professional

and confidential manner)

Therapists operate under the ethical codes of their professional bodies, which include strong confidentiality obligations. Any breach of confidentiality outside these defined exceptions is a matter of professional misconduct and will be addressed through Counsilio's governance framework.

10. Acceptable Use

By using Counsilio, you agree not to:

• Use the platform for any unlawful purpose
• Harass, threaten, or abuse any therapist, staff member, or other user
• Record any session without the explicit written consent of all parties

(subject to Section 5.3)

Share your account credentials or access the platform on behalf of another person Make private arrangements with Counsilio therapists to provide services outside the platform that are competitive with services offered by Counsilio, without our prior written consent. Breach of this clause entitles Counsilio to immediately delete your account and refuse further services, whether paid for in advance or not Provide false or misleading information during intake or onboarding Use the platform in a way that could damage, overload, or impair its functioning Attempt to extract, reverse-engineer, or repurpose any part of the platform Send or upload any malicious software, code, or content that may damage the platform or its users Violation of this acceptable use policy may result in immediate suspension or termination of your account without refund.

11. Intellectual Property

All content on Counsilio.com, including text, design, logos, algorithms, and software, is the intellectual property of Counsilio or its licensors. You may not copy, reproduce, distribute, or create derivative works from any part of the platform without our prior written consent.

Therapists retain ownership of their own clinical notes, subject to the platform's obligations to maintain records as described in our Privacy Policy and clinical governance framework.

12. Limitation of Liability

To the maximum extent permitted by applicable law, Counsilio's total liability to you for any claim arising out of or related to these terms or your use of the platform shall not exceed the total fees paid by you to Counsilio in the 12 months preceding the claim.

Counsilio is not liable for:

• The clinical decisions or advice provided by individual therapists
• Loss or damage arising from your failure to seek emergency services when
• required
• Technical failures, interruptions, or unavailability of the platform beyond our
• reasonable control
• Indirect, consequential, incidental, special, punitive, or exemplary loss or
• damage of any kind
• Nothing in these terms limits our liability for death or personal injury caused by

negligence, fraud, or any other liability that cannot be excluded by law.

12.1 Platform Availability

Counsilio makes commercially reasonable efforts to keep the platform accessible and reliable. However, you understand and accept that no platform can be available at all times. We do not guarantee that access to the platform will be uninterrupted, timely, secure, or error-free. We reserve the right to modify, suspend, or discontinue any part of the platform at any time, with or without notice, and we will not be liable for any resulting loss or inconvenience.

12.2 Indemnification

You agree to indemnify, defend, and hold harmless Counsilio and its directors, officers, employees, and therapists from and against any and all claims, damages, losses, costs, liabilities, and expenses (including reasonable legal fees) arising out of or relating to:

• Your access to or use of the platform
• Any activity under your account, whether authorised by you or not
• Your breach of any provision of these terms
• Your violation of any applicable law or the rights of any third party
• Non-payment for services provided through the platform
• This indemnification obligation shall survive the termination or expiration of

these Terms & Conditions.

13. Termination

13.1 By You

You may close your account at any time by contacting us at hello@counsilio.com. Pending sessions will be handled in accordance with our cancellation policy. We will retain your records in line with our retention obligations as set out in the Privacy Policy.

13.2 By Counsilio

Counsilio may suspend or terminate your access to the platform immediately if you breach these terms, if your use of the platform poses a risk to others, or if we cease operations. Where possible, we will give you reasonable notice and assist with continuity of care.

13.3 Effect of Termination

On termination, your right to access the platform ceases. Provisions of these terms that by their nature should survive termination — including confidentiality, intellectual property, limitation of liability, indemnification, and dispute resolution — will continue to apply.

14. General Provisions

14.1 Severability

If any provision of these Terms & Conditions is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The remaining provisions shall continue in full force and effect.

14.2 Assignment

You may not assign or transfer any of your rights or obligations under these terms without our prior written consent. Counsilio may freely assign or transfer these Terms & Conditions, or any rights or obligations under them, to any third party, including in connection with a merger, acquisition, or sale of assets, without your consent. We will provide reasonable notice of any such assignment.

14.3 Entire Agreement

These Terms & Conditions, together with our Privacy Policy, constitute the entire agreement between you and Counsilio regarding your use of the platform. They supersede all prior agreements, representations, or understandings, whether written or oral, relating to the subject matter herein.

14.4 Waiver

Our failure to enforce any right or provision of these terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorised representative of Counsilio.

15. Governing Law and Disputes

These Terms & Conditions are governed by the laws of Singapore. Any dispute arising from or related to these terms shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be subject to the exclusive jurisdiction of the courts of Singapore.

If you have a complaint about our services, please contact us first at hello@counsilio.com. We are committed to resolving issues fairly and promptly.

16. Changes to These Terms

We may update these Terms & Conditions from time to time. When we make material changes, we will notify you by email at least 14 days before the changes take effect. Continued use of the platform after changes take effect constitutes your acceptance of the updated terms. If you do not agree to the changes, you must stop using the platform.

17. Contact Us

For general enquiries about these terms, please contact us:

General hello@counsilio.com

• Legal / Disputeshello@counsilio.com

Website counsilio.com

Counsilio.com | Terms & Conditions | March 2026