ProTherapy

Grievance & Contact

Effective date: 21 June 2026

Grievance and Contact

ProTherapy is a technology platform for independent mental-health professionals in India. This page explains how to contact us, who our Grievance Officer is, and how we handle grievances, requests relating to your personal data, and data-breach notifications under the Digital Personal Data Protection Act, 2023 (the "DPDP Act").

> This page is not for emergencies. ProTherapy is not an emergency service or a crisis helpline. If you or someone you know is in immediate danger or experiencing a mental-health crisis, please contact your nearest emergency service or a crisis helpline straight away. Helpline numbers are listed on our crisis page: [/crisis](/crisis).

Who we are

ProTherapy is operated by:

ProTherapy — a sole proprietorship (MSME, Udyam Registration No. UDYAM-PB-03-0076949), operated by its proprietor Uppinder Singh Chugh.

Location: Bathinda, Punjab, India. The full registered address is available on request via support@protherapy.in.

For the personal data we process as part of running the platform — account details, session metadata, and (in encrypted form) clinical content — ProTherapy acts as a Data Fiduciary under the DPDP Act.

How to contact us

  • General support and questions: email us at support@protherapy.in. This is the right address for help with bookings, payments, account access, or how the platform works.
  • By post: you can write to us at our registered office address above.

For anything that is a formal grievance, a privacy concern, or a request to exercise your rights under the DPDP Act, please contact our Grievance Officer (below).

Grievance Officer

In line with the DPDP Act, we have appointed a Grievance Officer who is your point of contact for questions, concerns, and complaints about how we handle your personal data.

  • Name: Uppinder Singh Chugh
  • Role: Grievance Officer (and proprietor of ProTherapy)
  • Email: uppinder.chugh@gmail.com

When you write to the Grievance Officer, it helps us respond faster if you include the email address associated with your ProTherapy account, a clear description of your concern, and what outcome you are looking for.

What this covers — and what it does not

This grievance process is for:

  • Concerns about how ProTherapy collects, uses, stores, or shares your personal data.
  • Requests to withdraw consent you have given (for example, WhatsApp session reminders).
  • Requests to access, correct, complete, update, or erase your personal data.
  • Requests to export your data or to nominate another person to exercise your rights.
  • Reports of a suspected data breach or unauthorised access.
  • Problems with the platform itself — bookings, reminders, payments tracking, account access, and similar technical or service issues.

This grievance process is NOT for:

  • Clinical concerns about a therapist's practice, advice, or conduct. ProTherapy is a technology platform; we do not provide therapy, supervise treatment, or set fees. Please raise clinical concerns directly with your therapist, and — where appropriate — with the relevant professional body or regulator (for example, the Rehabilitation Council of India for an RCI-registered Clinical Psychologist).
  • Medical or mental-health emergencies. Please do not use this process for anything urgent. Go to [/crisis](/crisis) for crisis helplines, or contact your nearest emergency service.

How we handle grievances

  1. You contact us by emailing the Grievance Officer at uppinder.chugh@gmail.com (or, for general issues, support@protherapy.in).
  2. We acknowledge receipt of your grievance. We aim to acknowledge within a reasonable period (we target 3 working days). [See counsel-review flag — timeline not specified in source material.]
  3. We investigate what happened, which data was involved, and what needs to be done.
  4. We respond and resolve. We aim to resolve grievances and respond substantively within 7 working days of receiving them. Where a matter is genuinely complex and needs longer, we will tell you and keep you informed of progress.

These timelines are our service commitments. The DPDP Act and its Rules may prescribe specific maximum response periods; where they do, we will comply with those.

Exercising your rights under the DPDP Act

Under the DPDP Act, you have rights in relation to your personal data. Here is how to exercise each one with ProTherapy:

  • Right to access your personal data — use the "Export my data" option in your account settings, which returns your data in a machine-readable format. You can also request access through the Grievance Officer.
  • Right to correction, completion, and updating — edit your profile in your account settings. Some fields (such as your email or an RCI registration number) may need verification or support to change; contact us if you need help.
  • Right to erasure — use the "Deactivate account" option in your settings. After a short grace period, personal data that we are not legally required to keep is anonymised. Certain records (such as clinical records and payment records) are retained for the periods required by law and professional record-keeping norms, as explained in our Privacy Policy.
  • Right to withdraw consent — withdrawing consent is always as easy as giving it. Where you have opted in to WhatsApp session reminders, you can withdraw consent in a single click: turn off the reminders toggle in your account settings, or use the one-click "Stop reminders" link included in every reminder message. (If you have not yet claimed your in-app account, replying "Stop" to a WhatsApp reminder also withdraws it.)
  • Right to nominate — you may nominate another individual to exercise your rights in the event of your death or incapacity. At present this is handled manually: please contact the Grievance Officer to set up a nomination.
  • Right to data portability / export — see "Right to access" above. Note that, to protect the privacy of third parties, self-serve exports do not include raw clinical session notes; a full clinical export can be arranged through your therapist with appropriate approval.

We will not charge you for exercising these rights, and we will not refuse a valid request without explaining why.

Data-breach notification

We take the security of your personal data seriously, and most sensitive content (such as clinical notes) is encrypted so that even we cannot read it in normal operation.

If a personal data breach occurs that affects your data, our procedure is to:

  1. Detect and contain the incident, including rotating any compromised keys or credentials.
  2. Assess which records and categories of data were affected.
  3. Notify the Data Protection Board of India within the timeline required by the DPDP Act and its Rules.
  4. Notify affected users — telling you what happened, what data was affected, what we are doing about it, and what steps you can take to protect yourself.

If your grievance is not resolved

We want to resolve your concern directly. If you are not satisfied with our response, or if we do not respond within the time we have committed to, you may escalate the matter to the Data Protection Board of India, the authority established under the DPDP Act to handle complaints relating to personal data.

You retain all rights and remedies available to you under the DPDP Act and other applicable Indian law.

Governing law

This page and any grievance handled under it are governed by the laws of India, and the courts at Bathinda, Punjab, India have jurisdiction.