Grievance Redressal
Last updated: 20 October 2026
We want every concern to be heard and resolved fairly. This page explains how to raise a complaint and what happens next. It is published in line with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.
1. Business details
Legal name: HappenCare (sole proprietorship of Mohammed Janish P T)
Address: WA Allotment No. WS A06, 14/104M, 2nd Floor, Sahara Centre, Calicut Road, Angadipuram, Perinthalmanna, Malappuram, Kerala – 679321, India
Customer care: support@happencare.com
2. Grievance Officer
Name: Mohammed Janish P T
Designation: Grievance Officer
Email: support@happencare.com (please use the subject line "Grievance")
Address: as above
3. Who can complain, and about what
Anyone can raise a complaint — a client, a therapist listed with us, or someone else affected by something on the Platform. You do not need an account to report a safety concern.
You can complain about:
- a booking, payment, cancellation, or refund, including a refund decision you disagree with;
- a Therapist's professional conduct;
- a Client's conduct towards a Therapist;
- a safety concern about yourself or another person;
- a Therapist's qualifications or profile claims, if you believe they are inaccurate;
- the Platform not working properly;
- content on the Platform that you believe is unlawful, harmful, or infringes your rights;
- how we handle your personal data, or a request to access, correct, or erase it.
4. How to raise a complaint
Email support@happencare.com with:
- your name and registered email address;
- your booking ID (if relevant);
- a clear description of the issue, including dates and times;
- what outcome you are looking for;
- any supporting screenshots or documents.
You don't need to share details of what was discussed in a therapy session unless you want to and it is relevant to your complaint.
5. What happens next
| Step | Timeline |
|---|---|
| We acknowledge your complaint and give you a reference number | Within 24 hours |
| We resolve your complaint | Within 15 days of receiving it, and in any case within the one month allowed by law |
| Requests to exercise your data rights (access, correction, erasure) | As quickly as possible, and within the time limits set by the DPDP law |
| Reports of content that exposes someone's private or intimate information | Action within 24 hours |
| A refund decision you have asked us to review | Within 7 days, as set out in our Refund & Cancellation Policy |
| An immediate safety concern | Acted on as soon as we see it, ahead of everything else |
How we handle a complaint about a Therapist. It is reviewed by the Head of our Expert Panel, a practising clinical psychologist. The Therapist is told what has been alleged and given a fair opportunity to respond. Where there is a credible safety concern, we may hide or suspend their profile while we investigate. We will tell you the outcome and our reasons, while respecting everyone's confidentiality — which means we will not share clinical details or another person's private information with you. Where a complaint is upheld, outcomes range from a warning to removal from the Platform, a refund to the client, and, where the law requires it or clients are at serious risk, a report to the Therapist's professional regulatory body.
How we handle a complaint about a Client. A Therapist can report a Client's conduct the same way. We will hear both sides before acting, and Section 6 of our Refund & Cancellation Policy governs what happens to the session fee.
If the complaint is about the proprietor. Our Grievance Officer is also the proprietor of HappenCare. If your complaint concerns him personally, say so in your email, and you may escalate directly to the authorities listed in Section 6 without going through our process first.
6. If you're not satisfied
If you're unhappy with our resolution, you can escalate:
- Consumer complaints: National Consumer Helpline at 1915, or online at consumerhelpline.gov.in, or file with the relevant Consumer Commission under the Consumer Protection Act, 2019.
- Personal data complaints: the Data Protection Board of India, after you have first used our grievance process.
- Users outside India: you may also have the right to complain to your local data protection or consumer authority.
- Professional misconduct by a Therapist: you may also report it to the Therapist's professional regulatory body (for example, the Rehabilitation Council of India for clinical psychologists).