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Privacy Policy

Last Updated: January 2025

Feme ensures a steady commitment to User privacy with regard to the protection of your personal information that you may share across this Platform/Application. For the purpose of registration and to provide Services we may collect and, in some circumstances, disclose information about you with your permission.

Data Collected

We are committed to respecting your online privacy. We further recognize your need for appropriate protection and management of any Personal Information you share with us. We may collect the following information:

• Personal data including but not limited to Name, Phone Number, Email ID, Address, City, Gender, Age, Payment Details as per Payment Gateway Rules
• Information collected through permission derived by the Platform for Location access, and storage permissions
• Tracking Information such as IP address, Device ID, URL visited, browser information, and other interactions with the Platform
• Details of Platform usage for analytics

Why Data Collection?

• To enable the provision of services opted for by you
• To enable the viewing of content in your interest
• To communicate necessary account and service-related information
• To allow you to receive quality customer care services
• To comply with applicable laws, rules and regulations
• To enable Supporters to engage in a sound manner

Use of Your Data

• The information provided by you shall be used to provide and improve the service for you and all users
• To provide you with services on your request
• For maintaining an internal record
• For enhancing the Services provided
• For maintaining record under legal and statutory provisions

Information collected via our server logs includes users' IP addresses and the pages visited; this will be used to manage the web system and troubleshoot problems. We also use third-party analytics, tracking, optimization and targeting tools to understand how users engage with our Platform.

How Data Is Collected

• Before or at the time of collecting personal information, we will identify the purposes for which information is being collected
• We will collect and use your personal information solely to fulfil those purposes specified by us, within the scope of consent
• We will only retain personal information as long as necessary for the fulfilment of those purposes
• We will collect personal information by lawful and fair means and with your knowledge and consent
• Personal data should be relevant to the purposes for which it is to be used, and should be accurate, complete, and up-to-date

External Links on the Platform

The Platform may include advertisements, hyperlinks to other Platforms or resources. We have no control over any other Platform or resources or contents available on these other Platforms. You acknowledge and agree that we are not responsible for the availability of any such external sites or resources, and do not endorse any advertising, services or other materials on or available from such Platforms.

Permission and Access from the Device

The Application requires permission to access the following features:

• Files & Media
• Location
• Contact
• Notifications
• Phone
• Pop up window

Cookies

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. By continuing to browse the site, you are agreeing to our use of cookies. You can set your browser to refuse all or some browser cookies, or to alert you when Platforms set or access cookies. If you disable or refuse cookies, please note that some parts of this Platform may become inaccessible or not function properly.

Your Rights

Unless subject to an exemption, you have the following rights concerning your data:

• The right to request a copy of your data which we hold about you
• The right to request correction to any personal data if it is found to be inaccurate or out of date
• The right to withdraw your consent to the processing at any time
• The right to object to the processing of personal data
• The right to complain about a supervisory authority
• The right to obtain information as to whether personal data are transferred to a third country or an international organization

Compliances

This legal agreement is an electronic record in terms of the Indian Information Technology Act, 2000 and rules there under as applicable. This electronic record is generated by a computer system and does not require any physical or digital signatures.

This legal document is published in accordance with the provisions of Rule 3(1) of the Indian Information Technology (Intermediaries guidelines) Rules, 2011 and Rule 4 of the Information Technology (Reasonable security practices and procedures and sensitive personal data or information) Rules, 2011.

Account Deletion & Data Retention

When an executive or customer deletes their account, the account will be deactivated and removed from active use. However, certain personal data may continue to be stored in our database for record-keeping, legal, security, and compliance purposes, as required by applicable laws and internal policies.

Consent Withdrawal & Data Requests

To withdraw your consent, or to request the download or delete your data with us for any or all our services at any time, please email to hello@feme.co.in.

Amendment

Our Privacy Policy may change from time to time. The most current version of the policy will govern our use of your information and will always be on the Platform. Any amendments to this Policy shall be deemed as accepted by the User on their continued use of the Platform.

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Customer Terms & Conditions

Please read these terms carefully before using our platform

Definitions

• 'Account' — refers to the personal account created and maintained by the User for availing the Services of Feme.
• 'Application' — means the mobile application of Feme available for download on Google Play Store or Apple App Store.
• 'Content' — means any information, text, graphics, photos or other materials uploaded, downloaded or appearing on the Services.
• 'Platform' — means the website Feme.co.in
• 'Services' — include voice calls, sessions and consultations provided to Users through the Platform/Application.
• 'Supporter' — refers to persons engaged in communication with Users of Feme.
• 'User' or 'You' — refers to persons providing required information who avail services through subscription/payment.

Terms and Conditions

Your access to the Services is subject to your agreement to these Terms. If you have questions, email hello@feme.co.in.

We may change these Terms at any time. Your continued use of the Platform confirms acceptance of such changes.

Registration Procedure

Registration requires creating a profile with accurate information including Name, Phone No, and Email ID. You may sign up through third-party social networking sites like WhatsApp. Information collected is subject to our Privacy Policy. You are responsible for maintaining confidentiality of your username and password.

Right to Limited Use

You agree not to reverse engineer, modify, copy, distribute, transmit, display, reproduce, publish, license, create derivative works from, transfer, or sell any information or software obtained through the Platform.

Termination

Termination by User

You may terminate this Agreement by deleting your Account. Email hello@feme.co.in with subject "Delete Account".

Termination by Feme

Feme reserves the right to disable or terminate your account if you fail to comply with these Terms or if activities may harm the Services.

Refund Policy

This Refund Policy outlines terms under which FEME provides refunds for digital products and services including audio and video call packages.

1. Nature of Our Services

FEME provides digital online counseling services through prepaid or subscription systems. Services are delivered instantly and digitally, and are considered non-tangible and non-returnable.

2. Refund Eligibility

Refunds are generally not applicable for successfully delivered services. However, refunds may be issued when:

• Payment was deducted but the purchased package was not activated or credited
• Duplicate payment made for the same service within a short timeframe
• Unauthorized or accidental transaction proven with valid evidence
• Service malfunction caused by verified technical error from our system

3. Non-Refundable Situations

• Completed or partially used call packages
• User violates Terms of Service or is blocked for misuse
• Connectivity/performance issues caused by user's device, internet, or network provider
• Requests made after 7 days of original transaction date

4. How to Request a Refund

Contact support with: registered name, mobile number/email ID, transaction ID and date, payment method, and reason for refund. Send requests to: hello@feme.co.in. Our team will review and respond within 5–7 business days.

5. Refund Process

Once approved, refunds are processed to your original payment method within 7–10 business days. Duration depends on your bank or payment provider's policies.

Reviews, Feedback and Data Retention

You may submit feedback, ratings, suggestions, comments, opinions or reviews. You are solely responsible for content you submit. You agree not to post content that infringes intellectual property rights, violates laws/regulations, or constitutes defamation.

Limitation of Liability

Disclaimer

Feme disclaims responsibility for any payment made directly or indirectly to employees/listeners during sessions. Billing is solely based on time spent during sessions charged to your wallet. Feme strictly prohibits exchange of personal information between users and employees/listeners.

Force Majeure

Feme will not be responsible for failure caused by war, floods, fires, pandemics, lockdowns, electrical/internet failures, power outages, government restrictions, or events outside reasonable control.

Governing Law and Jurisdiction

These Terms are governed by laws of India. Parties submit to exclusive jurisdiction of courts of Ernakulam, Kerala, India. Disputes shall first be settled amicably. If unresolved within 15 days, either party may refer to arbitration under Arbitration and Conciliation Act, 1996 (India). Seat and venue: Ernakulam, Kerala, India. Language: English and Malayalam.

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Executive Terms & Conditions

Terms and responsibilities for Feme Supporters/Executives

Definitions

• 'Executive' or 'Supporter' — the individual engaged by Feme to provide communication and support services to Users.
• 'Application' or 'Platform' — the Feme mobile application and website (Feme.co.in).
• 'User' or 'Customer' — individuals who subscribe to and use Feme's services.
• 'Session' — any audio or video call interaction between an Executive and a User through the Platform.
• 'Company' or 'Feme' — the organization operating the Feme platform and services.

Terms and Conditions

As an Executive/Supporter with Feme, you agree to these Terms which govern your engagement and conduct while providing services through our Platform. Feme reserves the right to modify these Terms at any time. You must be at least 18 years of age to serve as an Executive/Supporter.

Executive Responsibilities & Restrictions

Personal Information Protection

You MUST NOT share any personal details with customers who call. This includes but is not limited to: your phone number, email address, home address, social media handles, or any other identifying information. Violation will result in immediate removal without pay.

Exclusive Engagement

You MUST NOT work on other similar apps simultaneously while engaged with Feme or during active sessions. If discovered working on competing platforms concurrently, you will be removed without pay.

Information Disclosure Restrictions

Do NOT disclose salary details, payment information, or internal company information to any customer. If customers need to contact the company, direct them to use the official customer support number only.

Monetary Transactions

You MUST NOT share your personal contact number with customers. You MUST NOT request or accept cash or any form of payment directly from customers. All payments must be processed exclusively through the Feme platform.

Call Response Requirements

If you are marked as "online," you MUST answer incoming calls promptly. Leaving calls disconnected, rejected, or unanswered while online will result in fines. If you need to step away, change your status to "offline" or "unavailable." Repeated violations may lead to termination.

Registration and Onboarding

To become an Executive/Supporter, you must complete the registration process and provide accurate information including full name and contact information, valid identification documents, bank account details for payment processing, and emergency contact information.

Code of Conduct

Professional Behavior

• Maintain empathetic, respectful, and professional communication at all times
• Provide active listening and appropriate guidance within your scope
• Do not provide medical advice, legal counsel, or professional services outside your training
• Respect cultural sensitivities and individual differences

Session Guidelines

• Begin and end sessions professionally
• Stay focused on the customer's needs
• Do not engage in inappropriate conversations or behavior
• Report any concerning customer behavior to management immediately

Termination

Termination by Executive

You may terminate your engagement by providing written notice via email to hello@feme.co.in with minimum 7 days advance notice.

Termination by Feme

Feme reserves the right to immediately terminate your engagement for: violation of terms, sharing personal information with customers, working on competing platforms, requesting/accepting direct payments, repeated failure to answer calls while online, unprofessional conduct, breach of confidentiality, or poor performance.

Confidentiality and Data Protection

All information obtained during sessions is strictly confidential.

• You must not disclose any customer information to third parties
• Session content must remain completely confidential
• Do not discuss specific customer cases outside the platform
• Do not record sessions unless explicitly authorized
• Maintain confidentiality even after termination of engagement
• Do not store customer information on personal devices
• Report any data breaches immediately

Limitation of Liability & Indemnification

You acknowledge that Feme is not responsible for disputes arising from personal information shared with customers. You are solely responsible for maintaining professional boundaries. You agree to indemnify and hold harmless Feme from any claims arising from your violation of these Terms, misconduct, or unauthorized disclosure of customer information.

Governing Law and Jurisdiction

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in Ernakulam, Kerala, India. Disputes shall first be attempted to be resolved amicably. If unresolved within 15 days, either party may refer to arbitration under the Arbitration and Conciliation Act, 1996 (India).

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Community Guidelines

Creating a safe, supportive space where meaningful connections flourish

Adhering to the guidelines below will help us maintain a community that enables creation of safe and enriching bonds. If you violate any of these guidelines, appropriate action might be taken including content removal, and in extreme circumstances, informing authorities, account suspension or termination, and forfeiture of money.

1. Hate Speech and Discrimination

Do not post hateful or discriminatory content or images or symbols in the App or in your profile image or profile header or bio. Treat others with dignity and respect and do not post any content that is hateful or contains personal attacks. Discourteous, impolite, rude statements intended to harm others or induce mental stress are prohibited.

2. Religiously Offensive Content

Be respectful to the religious beliefs of others. Do not publish anything hurtful to the sentiments of others or insults their religion or customs and/or causes communal discord.

3. Terrorism and Extremism

Do not post content that supports, encourages or glorifies terrorism or extremism or criminal syndicates or gangs. Do not make references to prominent terrorists or criminal figures, or provide content glorifying acts committed by such personalities.

4. Self-harm and Suicide

Mental health and well-being of our users is one of the most important tenets. While we support users who wish to relate their experiences and learnings on self-harm, suicidal thoughts, depression, or any other mental health concerns, any promotion of suicide or self-harm or content that poses risk to other users is prohibited.

5. Violent Content

Do not post content that threatens, depicts or glorifies violence, or encourages acts of violence to humans or animals. Do not use our App for direct or indirect threats of physical harm, theft, vandalism, wrongful confinement, bodily, mental or financial harm.

6. Graphic or Obscene or Sexual Content

Do not post graphic, obscene and/or sexual content or content that is obscene or pornographic. Our App has a zero-tolerance approach to content that depicts children sexually or contains revenge porn. Do not post any content or engage in any activity that contains sexually explicit remarks directed at any specific person without their consent.

7. Cyberbullying

We do not allow users to engage in bullying or harassment. You must not post content that contains personal attacks, abusive language, slangs or expletives; name calling, malicious insults with racial undertones or make comments on anyone's attributes, including their physical attributes.

8. Invasion of Privacy

We expect users to respect the privacy of others. Do not publish, share, or encourage the publication of any personal information of another person that invades their privacy or capture, share, publish images of a person's private areas.

9. Illegal Activities

Do not post content that is illegal or encourages other users to participate in any illegal activity. This includes buying or selling of narcotics, illegal drugs, alcohol, tobacco products, psychotropic substances or any other prohibited items. Do not use the platform to offer access to lotteries, gambling, and real money games or encourage money laundering, prostitution, human or child trafficking, or any other criminal activity.

10. Identity Theft and Impersonation

Identity theft is serious. Do not impersonate any other person or pose as another person, brand or organisation in a confusing or deceptive manner.

11. Misinformation and Fake News

Always verify information or news before you post it on our App. Do not knowingly share false, misleading or unverified information or morphed or manipulated images, videos or any media that is false.

12. Spamming, Scamming and Phishing

Do not negatively affect the experiences of other users by messaging in bulk or amplifying content to disrupt conversations. Do not send people unsolicited communications.

13. Intellectual Property Infringement

Before posting ensure that content does not belong to another person and that you have the right to do so. Do not upload content that uses a brand or logo owned by another person without their explicit permission.

14. Malicious Programs

Do not share content that contains a program with any virus or code capable of causing harm, loss to users or that could disrupt the platform.

15. Child Safety

Our App is designed to preserve the safety of minors (those under 18 years). In accordance with law, minors are not allowed on the platform. Any content that exploits or promotes child sexual exploitation is prohibited.

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Cancellation & Refund Policy

Last Updated: January 2025

1. Nature of Our Services

Feme provides digital online counseling and mental wellness services through prepaid packages and subscription systems. Services are delivered instantly and digitally through our Platform and Application. As digital services, they are considered non-tangible and non-returnable once delivered.

2. Cancellation Policy

Session Cancellations

• Users may cancel a scheduled session up to 4 hours before the session start time for a full credit refund to their Feme wallet
• Cancellations made less than 4 hours before a session may not be eligible for credit
• No-shows (failing to attend a scheduled session without prior cancellation) are non-refundable

Package Cancellations

• Users may cancel a purchased package before package activation or first use
• Once activation or usage begins, cancellation of the package is not possible
• Partially used packages cannot be cancelled or refunded

Subscription Cancellations

• You may cancel your subscription at any time through your account settings or by emailing us
• Cancellation takes effect at the end of the current billing period
• You will retain access to services until the end of your paid period
• No pro-rated refunds are provided for unused portions of a billing period

3. Refund Eligibility

Refunds are generally not applicable for successfully delivered services. However, refunds may be issued in the following circumstances:

• Payment failure: Payment was deducted but the purchased package was not activated or credited to your account
• Duplicate payment: Duplicate payment made for the same service within a short timeframe
• Unauthorized transaction: Unauthorized or accidental transaction proven with valid evidence
• Technical error: Service malfunction caused by a verified technical error from our system that prevented delivery of the service

4. Non-Refundable Situations

• Completed or partially used call/session packages
• User violates the Terms of Service or is blocked for misuse of the platform
• Connectivity or performance issues caused by the user's device, internet connection, or network provider
• Requests made after 7 days from the original transaction date
• Dissatisfaction with a therapist/supporter — in such cases, we encourage users to request a different match rather than seek a refund
• Missed sessions (no-shows) without prior cancellation
• Change of mind after purchase and activation

5. How to Request a Cancellation or Refund

To request a cancellation or refund, please contact our support team with the following information:

• Your registered name
• Mobile number or email ID associated with your account
• Transaction ID and date of transaction
• Payment method used
• Detailed reason for the cancellation/refund request

Send your request to: hello@feme.co.in

Our team will review your request and respond within 5–7 business days.

6. Refund Process

• Once a refund request is approved, the refund will be processed to your original payment method
• Refunds typically take 7–10 business days to reflect in your account
• The exact duration may vary depending on your bank or payment provider's processing policies
• Feme is not responsible for delays caused by banks or payment intermediaries

7. Subscription Management

How to Cancel Your Subscription

• Via App: Go to Settings → Subscription → Cancel Subscription
• Via Email: Send a cancellation request to hello@feme.co.in
• Via Play Store / App Store: If your subscription was purchased through Google Play or Apple App Store, manage it through the respective store's subscription settings

8. Third-Party Payment Processors

Payments processed via third-party gateways (Cashfree, Google Pay, Razorpay, etc.) are also subject to their respective refund terms and conditions. Feme does not have control over the processing times or intermediary deductions applied by these third-party processors.

9. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may:

• Request a review by escalating to our senior support team at hello@feme.co.in
• All disputes are subject to the governing law and jurisdiction as outlined in our Terms & Conditions

10. Changes to This Policy

Feme reserves the right to modify this Cancellation & Refund Policy at any time. Changes will be effective immediately upon posting on this page. Your continued use of our services after any changes constitutes your acceptance of the updated policy.