TERMS & CONDITIONS

ZENRÉ WEBSITE TERMS & CONDITIONS

Effective Date: June 2026
Document Control
Version 1.0: June 2026, Initial publication. | Version history will be maintained as this document is updated.

By accessing the website, booking an appointment, visiting our centre, using our services, submitting any form, making payment, participating in an online or offline consultation, undergoing any assessment or procedure, or interacting with Zenré in any manner, you agree to be bound by these Terms & Conditions.

If you do not agree with these Terms & Conditions, you should not use the website or services.

1. Definitions

For the purpose of these Terms & Conditions:

• “Zenré”, “we”, “us”, or “our” refers to BD Wellness Private Limited, its brand Zenré, Zenré Sehat where applicable, directors, officers, employees, doctors, psychiatrists, psychologists, counsellors, therapists, nutritionists, consultants, technicians, pharmacists, administrative staff, authorised representatives, and service providers.
• “User”, “patient”, “client”, “you”, or “your” refers to any person accessing the website, booking services, visiting the centre, undergoing consultation, using teleconsultation, or interacting with Zenré.
• “Services” include psychiatric consultations, psychological counselling, therapy, psychometric assessments, mental wellness services, nutrition services, qEEG, rTMS, TBS, neurostimulation-related services, lab collection coordination, pharmacy support, wellness programmes, online consultations, and related administrative services.
• “Website” refers to the official Zenré website and any connected online platforms, forms, booking links, payment links, communication channels, or digital interfaces used by Zenré.

2. Nature and Scope of Services

Zenré is a mental wellness and healthcare service platform offering structured, confidential, and professional care through qualified and authorised professionals.

Services may include, depending on availability and suitability:

• Psychiatric consultations.
• Psychological counselling and therapy.
• Clinical psychology assessments.
• Psychometric testing and reporting.
• Nutrition and lifestyle counselling.
• qEEG brain mapping.
• rTMS, TBS, and other neurostimulation-related services.
• Sleep, stress, burnout, addiction, relationship, adolescent, family, and wellness-related support.
• Teleconsultations and online follow-ups.
• Lab collection coordination.
• Pharmacy-related support through Zenré Sehat or authorised pharmacy channels.
• Public awareness, community engagement, workshops, lectures, camps, and educational programmes.

Zenré does not guarantee any specific diagnosis, outcome, recovery, result, cure, improvement, or treatment response. Mental health and wellness outcomes depend on multiple factors including medical history, diagnosis, severity, compliance, medication adherence, lifestyle, external environment, biological factors, disclosure of accurate information, and continued follow-up.

3. Not an Emergency or Crisis Response Service

Zenré is not an emergency hospital, emergency psychiatric facility, ambulance provider, suicide helpline, crisis containment centre, or 24/7 emergency response service.

If you are experiencing suicidal thoughts, risk of self-harm, risk of harming others, severe psychiatric crisis, violent behaviour, loss of consciousness, overdose, severe withdrawal, psychosis requiring urgent containment, medical emergency, or any other acute emergency, you must immediately contact local emergency services, visit the nearest hospital emergency department, contact an ambulance, or inform your family/caregiver/guardian.

Zenré may assist with referral or escalation where possible, but it is not responsible for emergency response delays, crisis outcomes, non-availability of emergency care, or consequences arising from failure to seek urgent medical attention.

4. Eligibility and Capacity

By using Zenré’s services, you confirm that you are legally competent to provide consent or that appropriate consent has been obtained from your parent, guardian, caregiver, authorised representative, or legal representative.

For minors, dependent persons, or persons requiring support, the parent, guardian, or authorised caregiver must provide accurate information, consent, and supervision as required.

Zenré reserves the right to refuse or defer services where identity, consent, capacity, guardianship, clinical suitability, or safety is unclear. Where a patient is a person with a disability (as defined under the Rights of Persons with Disabilities Act, 2016) and requires supported decision-making, Zenré will make reasonable accommodation to ensure meaningful access to and participation in services. Where the person has a legal guardian under applicable law, the guardian’s consent will be required for services. Zenré is committed to providing accessible, non-discriminatory care to persons with disabilities.

5. Registration, Information and Accuracy

You agree to provide true, complete, current, and accurate information during booking, intake, consultation, assessment, billing, and follow-up.

You must disclose all relevant medical, psychiatric, psychological, medication, allergy, substance use, pregnancy, neurological, seizure, implant, device, surgical, family history, risk, and emergency information.

Zenré, its professionals, directors, management, and staff shall not be liable for any adverse outcome, incorrect assessment, treatment complication, prescription issue, procedural risk, delay, or harm arising from false, incomplete, inaccurate, delayed, or concealed information.

6. Appointments and Scheduling

Appointments may be booked through the website, phone, email, WhatsApp, reception desk, authorised staff, or any other approved channel.

All appointments are subject to availability, confirmation, professional schedules, patient suitability, payment status, and internal policies.

Zenré may reschedule, delay, cancel, or modify appointments due to doctor availability, staff availability, emergency, technical failure, operational requirements, patient safety, non-payment, misconduct, force majeure, or other reasonable grounds. Waiting times may occur despite confirmed appointments. Zenré shall not be liable for inconvenience, loss, delay, or expense arising from waiting time, rescheduling, or cancellation.

7. Cancellation, Rescheduling and No-Show Policy

• Cancellations or rescheduling requests should be made at least 24 hours before the appointment.
• Late cancellations, missed appointments, or no-shows may attract cancellation charges or forfeiture of consultation/session fees.
• Packages, assessments, procedures, and therapy plans may have separate cancellation and refund terms.
• Zenré may waive, modify, or enforce cancellation charges at its discretion on a case-to-case basis.
• Repeated no-shows or late cancellations may result in discontinuation or restriction of future bookings.

8. Fees, Billing and Payment

All fees must be paid as per Zenré’s applicable fee schedule, package terms, invoice, payment link, or reception policy. Zenré reserves the right to revise fees at any time. Fees may apply for consultations, counselling sessions, therapy sessions, assessments, psychometric tests, reports, prescriptions, qEEG, rTMS, TBS, nutrition services, follow-ups, documentation, letters, certificates, pharmacy products, lab services, workshops, and other services. Payments may be accepted through cash, bank transfer, UPI, card, payment gateway, or any other approved mode.

9. Refund Policy

Refunds, if any, shall be governed by Zenré’s internal policy. Generally, no refund is provided for services already rendered, missed appointments, late cancellations, assessment work initiated, reports prepared, or pharmacy/lab services processed. Where a refund is approved, it will be processed within 7–14 working days.

10. Insurance and Reimbursements

Zenré may provide invoices or receipts, but insurance claims, reimbursements, approvals, coverage, and claim settlement remain solely between you and your insurer/employer/third-party payer. Zenré does not guarantee insurance approval or coverage.

11. Clinical Disclaimers

• Mental health diagnosis and treatment may evolve over time.
• Counselling and therapy require active participation and consistency.
• Psychiatric medication may have side effects, interactions, or variable response.
• No professional can guarantee cure, recovery, improvement, prevention of relapse, or absence of risk.