Terms & Conditions

    Please read these terms carefully as they govern your use of our services.

    MANDALA NARRATIVES TERMS OF USE FOR CLIENTS

    Last Updated: November 2025

    Welcome to Mandala Narratives. By booking or attending a session with us, you agree to these Terms of Use. These guidelines are designed to maintain a safe, ethical, and professional therapeutic environment for both clients and Practitioners. References to "we," "us," or "our" refer to Mandala Narratives, while "Practitioners" refers to licensed Counselors or Psychologists providing services through the Platform.

    SECTION 1: OUR SERVICES

    The Platform allows users to connect with a licensed Practitioner who provides counseling or psychological services (the "Services"). Practitioners are independent providers and are not employees, agents, or representatives of Mandala Narratives. The Platform solely facilitates access to Practitioners and does not control, supervise, or assume responsibility for the services they provide.

    Users may request to change Practitioners if the Services received do not meet their expectations; however, availability of alternative Practitioners is not guaranteed.

    Practitioners provide guidance, support, or techniques to assist users with personal development, emotional regulation, or other psychological matters. Services are individualized and may vary based on the Practitioner's methods, experience, and professional judgment.

    SECTION 1.1: NON-EMERGENCY USE

    The Platform is not intended for situations where the user or another person's life, health, or safety is at risk, including but not limited to self-harm, suicidal ideation, violence, abuse, or medical emergencies.

    Users should seek immediate assistance from local emergency services, hotlines, or in-person medical professionals in such circumstances. Practitioners do not provide crisis intervention, emergency response, or medical treatment advice. The Platform may provide references to crisis resources, but it is the user's responsibility to use them appropriately.

    SECTION 2: PAYMENT

    Fees for Services are displayed on the Platform at the time of booking and must be paid in full through secure payment systems integrated into the Platform. The Platform is not responsible for errors, failures, or unauthorized transactions during payment processing.

    Fees are non-refundable except as explicitly provided under the Refund, Rescheduling, and No-Show Policy integrated herein. Users are responsible for reviewing applicable fees prior to confirming a session.

    SECTION 3: REFUND, RESCHEDULING & NO-SHOW POLICY

    Mandala Narratives strongly discourages refunds and rescheduling, as these changes significantly affect Practitioners' schedules, preparation, and availability for other clients. Users must book mindfully and choose a schedule they can commit to.

    A. Refund Policy

    To request a refund, clients must contact support@mandalanarratives.com.

    General Rule: All bookings are refundable minus a ₱200 processing fee, provided the request meets the eligibility conditions.

    Refund Eligibility

    1. 24-Hour Refund Window
      • Refund requests must be sent at least 24 hours before the scheduled session.
      • Timing is based on the timestamp when the message is received.
      • Requests made after this window are not refundable.
    2. Same-Day Bookings
      • You may request a refund within 2 hours of booking OR until the session start time whichever comes first.
      • Refunds cannot be processed once the session begins.
    3. Late Cancellations (Non-Refundable)
      • Cancellations made less than 24 hours before the session are non-refundable.
      • Late refund requests for same-day bookings (beyond the 2-hour grace period) are also non-refundable.
      • You may still reschedule with a rescheduling fee.
    4. Practitioner-Initiated Cancellations
      • If the Practitioner cancels, the user receives a 100% refund (no processing fee deducted).
    5. Practitioner-Initiated Rescheduling
      • Practitioners may request rescheduling only for valid reasons.
      • Practitioner must offer at least two (2) alternative schedules.
      • If neither works, the client may propose alternatives.
      • If no mutually agreeable time can be found, the client may request a 100% refund, regardless of timing.

    B. Rescheduling Policy

    Rescheduling Fee: ₱350

    1. One Free Reschedule (24 Hours Before Session)
      • Users may reschedule once for free if the request is sent ≥24 hours before the appointment.
      • Additional reschedules, even outside the 24-hour window, incur ₱350.
    2. Same-Day Bookings
      • All same-day bookings may be rescheduled but always require the ₱350 rescheduling fee.
    3. Rescheduling Within 24 Hours
      • Any request sent <24 hours before the session requires the ₱350 fee.
    4. Timing Verification
      • All timing is based on the platform's system timestamp.
      • External clocks, screenshots, or device time cannot override system time.

    C. No-Show Policy

    1. Client No-Show (Non-Refundable)
      • A user is marked as a No-Show if they fail to join within 50% of the session duration.
      • No-shows are non-refundable and non-reschedulable.

      Examples:

      • 60-minute session → Not joining by 30 minutes = No-Show
      • 90-minute session → Not joining by 45 minutes = No-Show
    2. Late Arrival (Still Allowed to Join)
      • Users who join before 50% of the session passes may still join.
      • If the Practitioner has another booking afterward, only remaining time will be provided.
      • If available, the Practitioner may extend to provide the full session.
    3. Practitioner No-Show
      • If the Practitioner fails to join within 10 minutes, the client may choose:
      • A 100% refund, OR
      • A complimentary reschedule.
    4. Time Reference
      • All lateness, no-show, and delay calculations use the platform or session link timestamps.

    SECTION 4: PRIVATE ARRANGEMENTS

    Users may not engage Practitioners for services outside the Platform without prior written consent. Unauthorized arrangements, alternative payment methods, or direct communication outside the Platform may result in account suspension, deletion, and forfeiture of fees. Users agree to indemnify Mandala Narratives from claims, damages, or losses arising from such arrangements.

    SECTION 5: DATA PRIVACY AND CONFIDENTIALITY

    Mandala Narratives values your privacy and complies with the Data Privacy Act of 2012 (R.A. 10173) and related regulations.

    1. Collection and Use: User data is collected and processed only for legitimate service, administrative, or research purposes, in accordance with the Privacy Policy.
    2. Confidentiality: Practitioners are bound by professional confidentiality. Personal disclosures made during sessions will not be shared without the user's explicit consent, except when required by law or ethical standards (e.g., risk of harm, abuse, or court order).
    3. Security: The Platform uses technical and organizational safeguards to protect data from unauthorized access or misuse. However, no online platform is completely secure.
    4. User Responsibility: Users must maintain confidentiality of login credentials and immediately report any unauthorized access.

    SECTION 6. PROTECTION AGAINST SEXUAL EXPLOITATION, ABUSE, AND DISCRIMINATION

    Mandala Narratives upholds a zero-tolerance policy against all forms of sexual exploitation, abuse, harassment, and discrimination.

    1. Expected Conduct: All Practitioners, users, and staff shall uphold dignity, respect, and equality in all interactions.
    2. Prohibited Acts: Any act of sexual solicitation, abuse, harassment, gender-based violence, or discriminatory treatment on the basis of sex, gender identity, sexual orientation, race, religion, or disability is strictly prohibited.
    3. Reporting: Users who experience or witness violations may report them confidentially to support@mandalanarratives.com.
    4. Action: Verified violations may result in account termination, reporting to regulatory authorities, and legal action, consistent with R.A. 7877 (Anti-Sexual Harassment Act) and R.A. 11313 (Safe Spaces Act).

    SECTION 7: NO RECORDING

    Users may not record audio, video, or any portion of a session without prior explicit consent from the Practitioner. Unauthorized recording may result in account suspension, termination, or legal action. Users acknowledge that recording without consent may interfere with therapy, compromise privacy, and result in liability.

    SECTION 8: INFORMED CONSENT

    All guidance, suggestions, or recommendations provided by Practitioners are for the user's consideration only. Users are fully responsible for decisions made based on sessions.

    The Platform does not guarantee outcomes or effectiveness of Services. Participation may involve personal reflection, emotional exploration, or confronting sensitive topics. Users assume all risks associated with engaging in Services.

    SECTION 9: DISCLAIMER OF WARRANTY AND LIMITATION OF LIABILITY

    Mandala Narratives and its Practitioners provide Services "as is" and make no representations or warranties regarding accuracy, reliability, or suitability.

    To the fullest extent permitted by law:

    1. Mandala Narratives' total liability is limited to the fees paid for the session concerned.
    2. The Platform is not liable for indirect, incidental, consequential, or punitive damages.
    3. Users acknowledge that engaging in counseling involves personal reflection and emotional processing and voluntarily assume all risks associated with participation.
    4. By using the Platform, users waive any claim against Mandala Narratives, its officers, affiliates, and Practitioners for losses or damages resulting from the use or inability to use the Services, except in cases of gross negligence or willful misconduct.

    SECTION 10: USER ACCOUNT AND CONDUCT

    • Users must be legally capable of consenting to Services. Minors require consent from a parent or guardian.
    • Users must provide accurate, complete, and current information and update changes promptly.
    • Users must protect account credentials and report unauthorized access immediately.
    • Users must not use the Platform for unlawful activities, harassment, or interference with Services.

    SECTION 11: PLATFORM MODIFICATIONS OR INTERRUPTIONS

    The Platform may be modified, suspended, or discontinued at any time without notice. Maintenance, technical issues, or unforeseen circumstances may cause temporary interruptions.

    The Platform is not liable for losses or damages due to interruptions, changes, or suspension. Access depends on third-party services, internet connectivity, and external factors beyond the Platform's control.

    SECTION 12. ALTERNATIVE DISPUTE RESOLUTION

    In case of any dispute or claim arising from these Terms or the Services provided:

    1. Negotiation: Parties shall first attempt to resolve disputes amicably through written dialogue within 30 days.
    2. Mediation: If unresolved, the matter shall be submitted to mediation under the Philippine Dispute Resolution Center, Inc. (PDRCI) or the Philippine Mediation Center (PMC).
    3. Arbitration: If mediation fails, disputes shall be finally resolved through binding arbitration under PDRCI Rules, conducted in English and governed by Philippine law.
    4. Venue: Arbitration shall take place in Davao City or Metro Manila, Philippines.
    5. Interim Relief: Either party may seek interim relief from competent Philippine courts.
    6. Finality: The arbitration award shall be final, binding, and enforceable in accordance with law.

    SECTION 13: NOTICES

    Notices may be sent via email, or posted on the Platform. Users are responsible for maintaining accurate contact information.

    Notices to the Platform should be sent to support@mandalanarratives.com. Notices are deemed received on the date of delivery.

    SECTION 14: GOVERNING LAW AND AMENDMENTS

    These Terms are governed by Philippine law. They constitute the full agreement between users and Mandala Narratives. Any changes will be posted on the Platform, and continued use constitutes acceptance.

    All clauses regarding limitation of liability, disclaimers, indemnification, or termination survive the end of the user's relationship with the Platform.