Terms of Service

What is NotAlone

NotAlone is a free platform that connects individuals seeking emotional support with trained Companions for peer-to-peer conversations. Our Companions are everyday people — not licensed therapists or medical professionals.

By creating an account or using NotAlone in any way, you agree to these Terms of Service. Please read them carefully.

Not a Medical or Therapy Service

NotAlone is not a substitute for professional mental health care. If you are in a crisis or experiencing a mental health emergency, please contact a qualified mental health professional or your local emergency services immediately.

Companions on NotAlone are not permitted to provide medical advice, diagnose conditions, or recommend treatments of any kind.

Who Can Use NotAlone

As a user seeking support

• You must be at least 18 years old
• You must provide accurate information when creating your account

As a Companion

• You must be at least 18 years old
• You must complete our application, interview, and identity verification process
• You must agree to the Companion Code of Conduct before going live on the platform

Your Account

You are responsible for your account and everything that happens under it. To keep your account secure:

• Do not share your password with anyone
• Do not create more than one account
• Contact us immediately at support@notalone.in if you suspect unauthorized access to your account

What You Agree Not to Do

By using NotAlone, you agree that you will not:

• Harass, abuse, threaten, or intimidate any Companion or user
• Solicit or share personal contact details (phone numbers, social media, addresses) with Companions outside the platform
• Impersonate another person or misrepresent your identity
• Use the platform for any commercial purpose or solicitation
• Share false, misleading, or harmful information
• Attempt to bypass platform safety features or moderations
• Violate any applicable laws of India

Companion Responsibilities

If you are a Companion on NotAlone, you additionally agree to:

• Maintain complete confidentiality of all user conversations
• Follow the NotAlone Companion Code of Conduct at all times
• Never offer medical, psychiatric, clinical, or legal advice of any kind
• Report any user safety concerns to the NotAlone team immediately through the platform
• Treat every user with empathy, respect, and without judgment

Suspension and Termination

We reserve the right to suspend or permanently remove any account — user or Companion — that violates these Terms, our Companion Code of Conduct, or that poses a risk to the safety of others on the platform.

You may delete your own account at any time from your account settings. If your NotAlone Wallet holds a balance, please contact support@notalone.in before deleting your account.

Payments and the NotAlone Wallet

Some services on NotAlone are paid, such as sessions, extensions, Packages, NotAlone Plus and paid events. Prices are shown before you pay. Payments are processed by Razorpay.

NotAlone Wallet

• Your account includes a NotAlone Wallet. You may add money to it and use the balance to pay for NotAlone services on the Platform.
• The Wallet is closed: its balance can be used only for NotAlone services. It cannot be withdrawn, cashed out, refunded to a bank account, card or UPI, or transferred to anyone else.
• All refunds, including refunds for cancelled sessions and events, are credited to your Wallet and not to the original payment method, except where applicable law requires otherwise.
• Wallet balance does not expire and does not earn interest. Limits apply to how much you can add at a time and how much the Wallet can hold; they are shown when you add money.
• NotAlone may reverse any amount credited to your Wallet by mistake or through fraud, and may hold a Wallet while an account is under investigation for a violation of these Terms.
• The Refund & Cancellation Policy explains when a refund is due.

Disclaimer of Warranties

NotAlone is provided on an "as is" and "as available" basis. We do not guarantee that the platform will be available at all times, free of errors, or that any particular outcome will result from a conversation with a Companion.

Limitation of Liability

To the fullest extent permitted by the laws of India, NotAlone and its team members are not liable for any indirect, incidental, special, or consequential damages arising from your use of — or inability to use — the platform.

Governing Law

These Terms of Service are governed by the laws of India. Any disputes arising from your use of NotAlone shall be subject to the jurisdiction of the courts of India.

Contact Us

If you have questions about these Terms, please contact us:

• Email: support@notalone.in