1.1 This Privacy Policy explains how Soulfully collects, uses, discloses, stores, and protects personal data when you access or use the Soulfully website, mobile application, or any related services (together, the “Platform”).

1.2 Soulfully operates from India. This Policy is governed by the Information Technology Act, 2000 and other applicable Indian laws.

1.3 The Platform is presently intended for Users located in India and not for abroad users. We disclaim any liability for use of the Platform by individuals outside India.

2.1 User / You: any individual accessing or using the Platform.

2.2 Listener: a trained individual available on the Platform for empathetic listening. Listeners are not therapists, counsellors, doctors, or medical professionals.

2.3 Personal Data / Personal Information: any information that identifies you directly or indirectly.

2.4 Platform: All digital assets Soulfully owned by including its website, mobile apps, and forums.

3.1 We collect Personal Data you provide directly, including name, contact details (email, phone), age or age confirmation, gender, session preferences, session feedback, and any content you share in a session or via the Platform.

3.2 Payment information: we collect transaction metadata needed to process payments (amount, payment date, transaction id). We do not store card numbers or sensitive payment credentials; payment processing is handled by RBI-compliant third-party payment gateways.

3.3 Technical/automatic data: device type, operating system, IP address, unique device identifiers, log files, cookies, usage analytics, crash reports, and similar information.

3.4 Aggregated / anonymized data: non-identifiable analytics used to improve Services.

4.1 To provide, operate and improve the Platform and Services (including matching with Listeners).

4.2 To process, refunds and customer support.

4.3 To communicate with you about bookings, updates, security, and legal notices.

4.4 To detect, prevent and address fraud, abuse, security incidents, or other misuse.

4.5 To comply with legal obligations, respond to lawful requests by public authorities, or to protect safety and rights.

4.6 To perform internal analytics and aggregated research to improve product quality. All analytics is performed in a de-identified or aggregated form wherever practicable.

5.1 Soulfully does not record User Listener sessions as a standard practice.

5.2 No Recording by Users/Listeners: Users and Listeners are strictly prohibited from recording, retransmitting, storing, screenshotting, transcribing, or otherwise reproducing any part of a session (audio, video, or text) under any circumstances. Any violation is a material breach and may result in immediate suspension, termination, and legal action.

6.1 Soulfully respects confidentiality, but will disclose Personal Data if required by law or when disclosure is reasonably necessary to:

(a) prevent imminent and serious harm to a person (self-harm, suicide risk, or threat to others);
(b) report child sexual exploitation or crimes involving minors;
(c) investigate or prevent serious criminal activity or threats to public safety; or
(d) comply with court orders, governmental or law enforcement requests.

7.1 Your data may be shared with trusted partners, such as hosting providers, payment gateways, or analytics vendors, only to deliver our services and always in compliance with applicable laws.

7.2 We do not sell your Personal Data to third parties.

8.1 Soulfully may use cookies and similar tools to enhance your experience, remember your preferences, and understand how the Platform is used. You can disable cookies in your browser settings, but some features may not work properly if cookies are turned off.

9.1 User data will be stored securely for 5 years after account deletion or deactivation, after which it will be erased unless legally required.

10.1 We implement reasonable administrative, physical and technical safeguards

10.2 In the event of a confirmed data breach, we will investigate, mitigate damage, and notify affected Users and regulators without undue delay and in accordance with applicable law.

11.1 Minimum age to access Soulfully: 13 years. 11.2 Users under 18 may only use Services with active consent and supervision of a parent or legal guardian; by permitting a minor to use paid Services, the guardian accepts responsibility for payments and compliance.

12.1 You are responsible for providing accurate and up to date Personal Data. We are not responsible for errors or consequences arising from incomplete or inaccurate information supplied by you.

13.1 We may revise this Policy from time to time. Material changes will be posted on the Platform and, where appropriate, communicated by email or in-app notice. Continued use of the Platform after publication constitutes acceptance of the revised Policy.

14.1 This Policy is governed by laws of India. Parties shall attempt amicable resolution of disputes. Unresolved disputes shall be referred to arbitration in Chennai under the Arbitration and Conciliation Act, 1996. The seat of arbitration will be Chennai; language: English. Courts in Chennai shall have exclusive jurisdiction for any court proceedings where applicable.