Terms of Service

By creating an account, clicking to accept, or using Ultimate Counselling Cloud (“UCC”, “the platform”, “we”, “us”), you enter a binding contract with us on these Terms of Service and our Privacy Policy, Refund Policy, and Platform Disclaimer, which form part of these terms. Electronic acceptance is valid and enforceable under the Electronic Transactions Ordinance, 2002 and the Contract Act, 1872. If you do not agree, do not use the platform.

Ultimate Counselling Cloud is operated from Pakistan and is in the process of incorporation as a private limited company under the Companies Act, 2017. Upon incorporation, the incorporated entity will assume the operation of the platform and these terms will bind and benefit that entity automatically, without any change to your rights. This page will be updated with the company’s registered name and details once registration with the Securities and Exchange Commission of Pakistan completes.

UCC is a technology platform and online marketplace that connects clients with independent, verified counsellors — in the same way general marketplaces connect clients with independent service providers. We are not a clinic, hospital, healthcare facility, or healthcare provider. We do not practise counselling, therapy, psychology, or medicine, and we do not supervise, direct, or control the professional services counsellors deliver.

• Counsellors are independent professionals, not our employees, agents, or partners. The counselling contract for each session is between you and your counsellor; we facilitate discovery, booking, communication, and payment.
• We verify counsellors’ identities, qualifications, and licences at onboarding, but verification is not an endorsement, a guarantee of outcomes, or a warranty of any counsellor’s services.
• Nothing on the platform — including blog posts, podcasts, and FAQs — is medical, psychiatric, or clinical advice from us. See the Platform Disclaimer.

UCC is not an emergency or crisis service. If you or someone else is in immediate danger or at risk of harm, contact local emergency services now — in Pakistan: Police 15, Rescue 1122, or the Umang mental health helpline at 0311-7786264 (24/7). More crisis resources are listed on our disclaimer page.

• You must be at least 18 years old and legally capable of entering a contract under the laws that apply to you (in Pakistan, the Contract Act, 1872 and the Majority Act, 1875).
• You must provide accurate, current information and keep it updated. Impersonation and false credentials are grounds for immediate termination and may be offences under the Prevention of Electronic Crimes Act, 2016 (PECA).
• You are responsible for keeping your credentials secure and for all activity under your account. Tell us immediately at [email protected] if you suspect unauthorised access.
• One account per person; accounts are not transferable.

• Session rates, durations, and formats are set by each counsellor and shown before you book. The price displayed at booking is the total payable — there are no hidden charges.
• Bookings follow an accept-then-pay flow: your counsellor first accepts the request, then you pay to confirm the slot. A booked slot is held for a limited window pending payment confirmation and is released if payment is not verified in time.
• Meeting links are issued once a booking is confirmed. Sessions are delivered by video.
• Join your session on time. There is a limited join window at the start of each session; missing it may be treated as a no-show under the Refund Policy.
• First-time clients may be eligible for a free discovery consultation where offered.

• Counsellors join and act as independent contractors. Nothing in these terms creates employment, agency, or partnership, and counsellors are not entitled to employee benefits from us.
• Counsellors must hold, maintain, and provide evidence of valid qualifications, licences, and registrations required for their practice, and must tell us promptly if any lapse, expire, or are revoked.
• Counsellors are solely responsible for the professional services they deliver, for maintaining client confidentiality to professional standards, and for their own tax registration and filings (including with the Federal Board of Revenue).
• For each paid session, the counsellor receives 60% of the session fee and the platform retains a 40% service fee. Payouts are made to the counsellor’s registered bank account, with a minimum payout threshold of Rs 5,000.
• Counsellors must not solicit or accept payment for platform-introduced clients outside the platform (see section 10).

All prices are in Pakistani Rupees (PKR). Payment is currently by bank transfer or mobile wallet, verified manually by our team; card payments may be added later. When you pay for a session, we collect and hold the funds and release the counsellor’s share after the session is delivered. This protects both sides: counsellors know a confirmed session is funded, and clients know payment is only released for delivered sessions.

You agree to submit genuine payment proofs. Submitting forged or altered receipts is fraud, may be an offence under PECA, and results in immediate account termination and referral to authorities where appropriate.

• Cancel 24 hours or more before a session starts: 100% refund.
• Cancel less than 24 hours before the start: 50% refund.
• After the session has started, or for a no-show: no refund.
• If your counsellor cancels — at any time — you receive a 100% refund.
• Not satisfied with a first session? Request a full refund within 24 hours of it ending.

Full details, including how refunds are paid and what happens when a session fails for technical reasons, are in the Refund Policy. Nothing in these terms limits your statutory rights under applicable consumer protection laws, including Pakistan’s provincial consumer protection acts.

You agree not to:

• break the law — including the Prevention of Electronic Crimes Act, 2016 (as amended) and the Removal and Blocking of Unlawful Online Content Rules, 2021;
• harass, stalk, threaten, or abuse anyone, or share another person’s private or confidential information;
• impersonate any person, misstate credentials, or create fake accounts or reviews;
• attempt unauthorised access to the platform, other users’ data, or our systems, or interfere with the service’s operation;
• upload or share unlawful, defamatory, or obscene content;
• circumvent platform fees — including soliciting, arranging, or accepting payment for platform-introduced sessions off the platform;
• scrape, harvest, or bulk-collect data from the platform; or
• record sessions without the documented consent of everyone in them.

We may investigate violations, remove content, and suspend or terminate accounts, and we cooperate with lawful investigations by competent authorities.

• The platform, its software, design, content, and trademarks are owned by Ultimate Counselling Cloud or its licensors and are protected by copyright and trademark law. We grant you a limited, non-exclusive, revocable licence to use the platform for its intended purpose.
• Content you create — journal entries, notes, messages, reviews — remains yours. You grant us the limited licence needed to store, display, and process it to operate the service.
• Reviews must reflect genuine experience. We may remove reviews that are fake, defamatory, or violate section 10.
• To report content that infringes your rights, email [email protected] with details; we review and act on valid reports promptly.

Our Privacy Policy explains what we collect and how we protect it, including the special safeguards for health and session information and the narrow, legally recognised limits to counselling confidentiality (imminent risk of serious harm, safeguarding, or a valid legal requirement).

Sessions and calendar invites are delivered through third-party services such as Google Meet and Google Calendar, and notifications through email providers. We choose reputable providers but do not control them, and brief outages or changes on their side can affect the service. Where a session fails for technical reasons, the Refund Policy applies.

The platform is provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim all implied warranties, including fitness for a particular purpose. We do not warrant uninterrupted or error-free operation, and we make no representations about the outcomes of counselling delivered by independent counsellors. Nothing in this section excludes liability that cannot be excluded under applicable law, or your statutory consumer rights.

To the fullest extent permitted by law: (a) we are not liable for the acts, omissions, or clinical outcomes of independent counsellors; (b) we are not liable for indirect, incidental, consequential, or exemplary damages, or loss of profits or data; and (c) our total aggregate liability for claims arising from the platform is limited to the fees you paid to us in the 12 months before the event giving rise to the claim. These limits do not apply to liability for fraud, wilful misconduct, or anything that cannot be limited under applicable law, and they do not affect your statutory consumer rights.

You agree to indemnify us against third-party claims arising from your breach of these terms, your violation of law, or your content — except to the extent the claim was caused by our own breach or negligence. For counsellors, this includes claims arising from the professional services you deliver.

• You may close your account at any time from your settings or by contacting support. Confirmed future sessions are handled under the Refund Policy.
• We may suspend or terminate accounts that breach these terms, present fraud or safety risks, or where the law requires it. Where reasonable, we give notice and a chance to respond.
• On termination, sections that by nature survive — including payment obligations, intellectual property, disclaimers, limitation of liability, indemnity, and dispute resolution — continue to apply. Counsellor balances above the payout minimum are paid out in the normal cycle unless withheld for fraud investigation.

These terms are governed by the laws of the Islamic Republic of Pakistan. Before formal proceedings, contact us at [email protected] — most issues are resolved within days, and we commit to good-faith negotiation for 30 days.

Unresolved disputes are subject to the exclusive jurisdiction of the courts at Karachi, Pakistan. This does not limit any right you have to bring a claim before a consumer court or authority under applicable consumer protection law, or any mandatory rights you hold under the consumer laws of your own country.

• Entire agreement — these terms and the policies they reference are the whole agreement between you and us about the platform.
• Severability — if a provision is held unenforceable, the rest remain in effect.
• No waiver — not enforcing a provision is not a waiver of it.
• Assignment — you may not assign these terms; we may assign them to our incorporated entity or a successor in a business transfer.
• Force majeure — neither party is liable for delays caused by events beyond reasonable control.
• Notices — we notify you via the platform or the email on your account.

We may update these terms as the platform and the law evolve. Material changes will be announced on the platform or by email before they take effect. Continued use after the effective date constitutes acceptance; if you do not agree, stop using the platform and close your account. Questions? Email [email protected] or visit our contact page.