Terms and Condition

_{Patient Terms of Use}

Solforge provides online mental healthcare services to its registered patients through the web patient portal and mobile application of Solforge. Usage of these applications to access these services are subject to the acceptance of these Terms of Use.Solforge applications and services cannot be used if you do not agree or are not eligible or not authorized to agree to these Terms of Use. If you use this application, you are legally bound by these Terms of Use.

1. User Accounts

As a registered patient of Solforge you can access your patient user account and applicable services, using the user account details provided by Solforge . Patients who choose to self-register through the patient portal or patient mobile application will need to wait until their registration is confirmed by Solforge , before their account is active. By registering, you agree that:

You are not impersonating any other person and are using your actual identity.
Your registration is subject to verification and confirmation by Solforge and your patient user account will be activated only after confirmation.
The personal information provided during the registration process is true, accurate, current and complete. You are required to periodically review and update your registration data to ensure that it is always current and correct.
Your username and password are unique to you, and you agree not to disclose or share your username and password to or with any third party. You are responsible for keeping your password confidential and for notifying us immediately if your password has been hacked or stolen.
You also agree that you will be solely responsible for any activities conducted on or through the patient portal and/or mobile application with your account regardless of whether or not you are the individual who undertakes such activities. This includes any unauthorized access and/or use of your account or your computer. You hereby release and hold harmless Solforge from any and all claims and causes of action arising out of or resulting from a third party’s unauthorized use of your account.
Family user accounts added under your user account should strictly be added only for minors and dependents in your family who cannot operate their own independent user account and who have consented (if able) to you doing so on their behalf.
Solforge reserves the right to deny or revoke access to any user account at its sole discretion.
This application is only a tool to allow patients of Solforge to collaborate in their own mental healthcare, use scheduling and communication services and to access their personal health record maintained by Solforge .
All engagement between your mental healthcare provider and you through this application are governed by these Patient Terms.
As a user of services through the patient portal and/or mobile application of Solforge you agree to receive essential service related notifications in the form of SMS, email or mobile notifications. Notification settings to turn off non-essential notifications are available.
You shall not use any service or information in this application for any purposes other than managing your personal health information or that of your immediate family members (with due authorization) and/or to engage with mental healthcare providers of Solforge .
You are expected to avail of immediate professional medical attention in medical emergencies or critical care situations and not attempt to use the application to access your mental healthcare provider. The services enabled by the application is only meant to supplement your existing mental healthcare services and to enable you to collaborate better with your own mental healthcare providers, as decided by them.
Being an online application, there might be unforeseeable network and infrastructure issues in which case the application will not be available until the issue is rectified. Under such circumstances please directly contact Solforge in person for any services you may need. Solforge is not liable for any periods of non-availability of this application.
Usage of this application does not make the technology vendor supporting this application, liable for any of the mental healthcare and/or other services you use through the application, nor does it result in any implied obligation between you and the vendor.
Solforge will make all possible efforts to provide you the best mental healthcare services. However, Solforge shall not incur any liability and shall declare any service guarantee void in the event the user is in breach of any of the Terms and Conditions of this Agreement
Both parties are at liberty to terminate this agreement. Terminating the agreement will cancel only your user accounts in the web and mobile applications of Solforge . It does not terminate nor impact any other consultations or patient-provider relationship that you have with Solforge

2. Data

The application stores data, including PHI data, communications, usage data including but not limited to location, device type, operating system, browser, date-time and context usage, in HIPAA and GDPR compliant cloud infrastructure on Amazon Web services. All data storage and transmissions are encrypted.
The accuracy, integrity and completeness of the personal health information you enter or allow to enter on your behalf is your responsibility, and Solforge assumes no liability for it.
Data in your personal health records will be accessible to and modifiable by authorized mental healthcare providers of Solforge , for the purpose of providing you with mental healthcare services.
Non- personalized system analysis of non-identifiable patient data may be done to enable better mental healthcare outcomes for the patients of Solforge . However the identity of individual users will remain completely anonymous in such analysis.
All user data is covered by the Privacy Policy of Solforge .

3. Services

Solforge will not assume any legal responsibility for the patient’s medical condition and this online consultation only intends to aid in understanding the condition better based on the information given and is not meant to replace an in-person consultation
The online system is expected to enhance, not replace clinic visits. It is your responsibility to schedule follow-up appointments as indicated by your doctor.
The provider does not attend to Emergencies through this application. Under these circumstances, the patient has to contact the nearest hospital immediately.
The patient data will be kept confidential by Solforge and will not be disclosed to anyone under normal circumstances except as requested by law or in an emergency situation when requested by another provider.

4. Video Consultations

Video Consultation Appointment Timing : While the patient may specify the preferred appointment timing for a Video Consultation, Solforge reserves the right to schedule the appointment for an alternative timing. If this timing is not convenient, the user can request that it be rescheduled. Due to unpredictable emergencies, it may be that the provider is sometimes unable to attend to the video consultation exactly at the appointed time. In such cases the session might be rescheduled to a later time in consultation with the patient.
All consultations, whether conducted via video or onsite clinical visits, will adhere to Indian Standard Time (IST) for scheduling and availability. Users are requested to ensure their schedules align with IST to avoid any inconvenience.
Consultation Environment Requirements and Rescheduling Policy - Consultation Environment: To ensure the effectiveness and privacy of the consultation, it is the responsibility of the patient to make necessary arrangements for a suitable environment prior to the start of the session. The environment should be peaceful, quiet, and free from background disturbances or public settings. This is essential to maintain the confidentiality and quality of the consultation.
Rescheduling Due to Inappropriate Environment: If the consultation session cannot proceed as planned due to the patient’s failure to secure an appropriate environment, the session may be postponed. In such cases:

The original session fee will not be refunded.

Any subsequent rescheduled session will be treated as a new session and will be charged at the standard rate

Video Consultation Duration : By default the average duration of a Video Consultation will be the duration decided by the provider. Solforge reserves the right to decide when the consultation ends. This could be earlier than the maximum possible duration. If the mental healthcare provider has to be conclude the video consultation mid-way due to emergency, then a new session at an alternative timing will be scheduled.
Video Session Quality : The quality of the video session depends on the quality of the Internet connection, web cam and audio facilities of both the patient and mental healthcare provider. It is the responsibility of the patient to ensure that the performance and quality of the equipment and connection used, are optimal for doing video calls online. Video Consultations that fail on account of poor equipment and connectivity will not be rescheduled for free. Nor will there be any refund of payment.
Video Session Privacy, Security & Etiquette : It is required that the patient prepares ahead of time to participate in the Video Consultation, in a quiet and private place, where only the patient is present in the room where the video session is being held. For elderly or disabled patients who require help to participate in the video, a caregiver may be present. There must be no audio/video recording of the video session by the patient. It is necessary that the patient (and any caregiver) act with proper decorum in speech and action during the video consultation and do not disclose the personal details such as bank ac no: /phone number,or other valid id proofs and email . Failure to comply with these requirements can result in termination of the video session with no refund or rescheduling of the consultation.
Nature of Consultation : Video Consultations must not be scheduled for patients with critical medical conditions. Such consultations are suitable only for basic follow-ups between the patient and mental healthcare provider and/ or preliminary consultation before meeting the mental healthcare provider in person.

5. Text or Question Based Consultations

Every attempt will be made to provide responses to your questions within the stipulated response time. However do not under any circumstances, delay seeking direct medical attention from your mental healthcare provider or nearest hospital.
Asking medical questions to a mental healthcare provider, whom you have not been consulting directly, does not necessarily result in establishing a doctor-patient relationship. Any response from the mental healthcare provider only constitutes helpful information which must be verified with your own provider .
Solforge is not liable for any mental healthcare issues related to the questions raised. Information provided at the time of asking a question must be accurate and complete. This is only to ensure that the response provided is helpful to the patient and does not involve a liability on part of Solforge .
Response time for a question is indicative of only the initial response to the question and does not include the time for responding to follow-up notes. Each follow-up should be expected to require the same response time as the initial question.
Payments for this service are covered by the payment terms for services through the patient portal and mobile application.

6. Payments

All consultation fees for services through the mobile and web application interfaces of Solforge have to be paid as per the terms of the service that you use. Offline payment collection for these services is not supported.
In course of time, Solforge may introduce other services in the system, the charges for which will be communicated to you as and when such services are introduced.
Payments made for any plans will not be refunded should you decide to discontinue.

7. Privacy Policy

Data in this application of Solforge can be created by your mental healthcare providers at Solforge and by yourself (the patient) after logging into the application with your authorized user account. Information that is collected as you use our web patient portal and mobile application includes the following:

Personal information : Personal information includes name and email address that you provide at sign up. It also includes phone number, address and other personally identifiable information that you may choose to add to your user account profile. No payment method information is stored by this application.
Personal Health Information : Personal health information about patients users, that patient users themselves or authorized employees of Solforge enter into the Personal Health Record of a patient, including age, gender, known health conditions, medications, allergies, vaccinations, history of surgeries or procedures, goals, health journal entries and data that you enter into your health trackers either manually or by syncing with a health monitoring device or from a third party source that you alone authorize. It also includes medical reports and files that you choose to upload into your health profile.
Operations Data : In order to enhance your usage experience, the application uses cookies, server logs and other similar mechanisms to enable certain functionality, improve services and monitor service usage. These mechanisms are used to save user preferences, preserve session settings, help auto-authentication of frequently used services if required by your settings and to enable other similar functional requirements. You may use browser settings to disable cookies when using our web services, however it may result in some of the features and services of this application not functioning properly.

8. Use of Information

The personal and health information added through this application, through use of its services by patients and mental healthcare providers of Solforge will not be shared, disclosed or displayed to anyone other than authorized employees of Solforge. They will be able to update personal health information of their own patients by updated the patient health profile, uploading medical reports, adding review notes, health goals, monitoring feedback relevant as part of the consultation services used by the patients.
Solforge is fully authorized to terminate patient user accounts at any time and such patients will no longer have further access to their personal health information stored in the application storage in event of that happening. Whether or not to share that information with the patient user before termination of the patient user account is the prerogative of Solforge.
You have the right to request deletion of your user account with Solforge. Your account and all data in it will then be completely deleted. We reserve the right to maintain billing data only for our financial records.

Contact Information :

The services platform will send you communications (email and other notifications), as per your notification settings, as part of essential functioning of services that you may avail, such as appointment booking information, alerts related to reviews and consultations by your mental healthcare providers. At time of registration you will be required to verify your email address. Your contact information may also be used for customer support services, should you choose to avail of them. In addition, we may use your contact information to provide you with information about our services. If you decide at any time that you no longer wish to receive such information or communications from us, please change applicable notification settings in your account. Your contact information is not shared with any third-party.

Anonymized data :

Solforge may analyze anonymized and aggregated collected through the services, for purposes of evaluating mental healthcare outcomes, mental healthcare requirement patterns and to measure the effectiveness of services and content. Such anonymized and aggregated information is not considered as personal information.
You are responsible for maintaining the confidentiality of your password and account information. You are responsible for all activities that occur in your account and you agree to notify Solforge immediately of any unauthorized use of your account. Solforge is in no way responsible for any loss that you may incur as a result of any unauthorized use of your user account and password.
The technology vendor supporting this platform is not responsible for the privacy policy compliance of any users who have access to data in it. That is the sole responsibility of Solforge .

9. Disclosure of Information

We may disclose any information to government or law enforcement officials if we believe doing so is required to comply with law enforcement and legal process; to prevent or stop any illegal, unethical, or legally actionable activity; to protect your, our or others rights and safety.
We may disclose your personal information on your own request accompanied by your permission.
Solforge does however reserve the right to deactivate or delete accounts of any user found to be in violation of our Terms of Use.

10. Transmission and Storage Security

All data is stored only in the servers of our technology vendor on the highly secure Amazon Web Service platform (which is compliant with HIPAA regulations). Necessary measures in providing secure transmission of personal health information before it is transferred across the Internet from your personal computer or devices are ensured. However, you should be aware of possible risk involved in transmitting information over the Internet as no data transmission can be guaranteed to be 100% secure and of risk that others could find a way to the art our security systems. As a result, while we strive to protect your personal information, we cannot ensure or warrant the security and privacy of personal information you transmit to us, and you do so at your own risk.

11. Restriction based on age

All users of the patient portal and mobile app of Solforge are expected to be above 18 years of age. Parents, caregivers/guardians and mental healthcare providers are allowed to provide and store personal information about others, including minors and children. Any user providing, storing or submitting information on behalf of a child/person under guardianship assumes full responsibility over the submission, use, and transmission of such information.

12. Changes to this Policy

Please note that this Privacy Policy may change from time to time as we continue to offer evolve our services. In the event of any changes in our Privacy Policy, the updated version will be posted here and take effect from the moment of posting. The above mentioned terms are applicable as long as you are a registered patient of Solforge using Solforge’s web patient portal and mobile application.

13. Emergency and Crisis Situations - Crisis Management:

Solforge is not intended for crisis or emergency situations. Users experiencing a crisis should contact local emergency services or crisis helplines for immediate support. The platform provides resources and links to emergency helplines where applicable.

14. User Responsibilities and Conduct

Appropriate Use: Users must engage respectfully and refrain from sharing offensive or inappropriate content during consultations or on the platform. Misuse of the platform may result in termination of services.
Environment for Consultations: Users are required to ensure a private and quiet environment during consultations to maintain confidentiality and optimize the quality of sessions.

15. Third-Party Services and Data Sharing

Third-Party Integrations: Solforge integrates trusted third-party services, such as payment processors and analytics tools, to enhance platform functionality. Any data shared with these services is used solely for the purposes specified and protected through strict agreements.
Institutional Data Sharing: If applicable, Solforge will transparently inform users about any data shared with affiliated institutions, such as employers, and the purposes for which this information is shared.

16. User Data Rights

Data Access and Deletion: Users can request access to their personal data or opt to delete their accounts at any time. Upon account deletion, Solforge will permanently erase personal data while retaining billing records for financial compliance.
Account Termination: Users may request account termination at any time. Upon termination, all data associated with the user will be deleted, except for information required by law or regulatory authorities.

17. Technology and Security Measures

Data Security Practices: Solforge ensures the protection of user data through encryption, secure servers, and compliance with regulations such as GDPR and HIPAA. These measures safeguard all data transmissions and storage.
Cookies and Tracking: Solforge uses cookies and similar technologies to enhance user experience and ensure optimal functionality. Users can manage cookie preferences through their browser settings, though disabling cookies may limit certain features.

18. Service Limitations and Disclaimers

Scope of Services: Solforge services are intended to supplement mental healthcare needs and are not a substitute for in-person consultations or emergency care. The platform supports users in their mental wellness journey but is not equipped for critical medical interventions.
Medical Advice Disclaimer: While Solforge provides professional psychological support, it does not replace medical advice. Users should consult medical professionals for specific health concerns or emergencies.