Consultation Terms

Agent: Natalia Aleksandrovna Motorina, individual entrepreneur OGRNIP (state registration number) 309774635800707 (certificate No. 309 774 635 800 707 of 24.12.2009), INN (taxpayer number) 770304079616 Postal address: 4 bldg. 31 Andreya Tarkovskogo Boulevard, Moscow 108850, Russia Email: psy@psy.one, phone: +7 991 239-11-98 Website: https://psy.one

1. General provisions

1.1.This document is a public offer (Article 437 of the Civil Code of the Russian Federation) to conclude a contract for the paid provision of consultation services (the “Contract”) between an Expert and a Client.

1.2.This offer is published by Natalia Aleksandrovna Motorina, individual entrepreneur (the “Agent”), on behalf of the Experts who provide consultations through the psy.one website (the “Site”), under agency agreements concluded by the Agent with each Expert (Article 1005 of the Civil Code of the Russian Federation).

1.3.The consultation is provided by the Expert in person. The Agent, in the name and at the expense of the Expert, concludes the Contract with the Client, accepts payment, and arranges booking, communication and refunds through the Site. The Agent is not the provider of the consultation.

1.4.The first name and surname of the Expert with whom the Contract is concluded and the price of the consultation are shown on the Expert’s page and in the booking window before payment. Other information about the Expert required by law is given in the receipt and is provided by the Agent at the Client’s request.

1.5.The relations between the parties are governed by the Civil Code of the Russian Federation, Law of the Russian Federation No. 2300-1 of 7 February 1992 “On Consumer Rights Protection” and this Contract. Terms of the Contract that put the Client in a worse position than the law provides do not apply.

2. Definitions

2.1.Site means the psy.one website, where the Client chooses an Expert, books a consultation and pays for it.

2.2.Client means a natural person over 18 who has booked a consultation through the Site.

2.3.Expert means a psychologist whose qualifications (a university degree in psychology, practice, supervision) have been verified, who has been granted expert status in the PSY.one professional community, who has concluded an agency agreement with the Agent and who is registered as self-employed or as an individual entrepreneur. Consultations through the Site are provided only by Experts.

2.4.Consultation means an individual psychological consultation with an Expert in the format and of the duration stated in the description of the service on the Site.

2.5.Personal Account means the “My consultations” section of the Site, available to the Client after signing in via a link sent to their email.

2.6.Time — all dates and times on the Site, in emails and in the Contract are given in Moscow time (MSK).

3. Subject of the Contract

3.1.The Expert undertakes to conduct a Consultation for the Client, and the Client undertakes to pay for it on the terms of the Contract.

3.2.Consultations are held online — via a video meeting link that the Expert places in the Client’s Personal Account — or in person, if this is stated in the description of the service. The link is unique to the Client or to each meeting.

3.3.A consultation is not medical care. The Expert does not make diagnoses, prescribe medication or issue medical documents. A consultation is not emergency help: if there is a threat to life or health, call 112; for emergency psychological help, call the helpline of the Emergency Psychological Assistance Centre of the Russian Ministry of Emergency Situations: +7 495 989-50-50.

3.4.Consultations through the Site are provided to persons over 18.

4. Conclusion of the Contract (acceptance)

4.1.The Contract is concluded when the Client, on the Site:

• chooses an Expert, a service and, if the Expert has an open schedule, a time for the consultation;
• enters their name and email address and confirms that they are 18 or over;
• by ticking separate boxes, accepts the terms of this offer and consents to the processing of personal data (psy.one/consent);
• pays for the consultation.

4.2.The Contract is deemed concluded at the moment of payment and does not need to be signed on paper (Articles 434 and 438 of the Civil Code of the Russian Federation). Booking confirmation is sent to the Client by email and shown in the Personal Account.

4.3.When the Client books, a Personal Account is created for them if they do not already have one. No password is needed: sign-in is via a link sent by email.

5. How booking works

5.1.Booking from the schedule. The Client chooses a free time slot at least 48 hours before it starts. While payment is in progress, the slot is held for the Client for about 15 minutes. After payment, the Expert contacts the Client through the Personal Account; the meeting link appears in the Personal Account and is sent by email.

5.2.Booking by arrangement. If the Expert has no open schedule, the Client pays for the consultation, and the Expert and the Client agree on a time by messaging in the Personal Account within 5 days of payment. If no time has been agreed within this period, the Client chooses either a refund or another Expert. Until a time has been set, the Client may cancel the booking with a full refund.

5.3.Follow-up consultation. After a consultation has taken place, the Expert may schedule the next one for the Client and send a payment link. The consultation is confirmed once paid; an unpaid booking is cancelled and the slot released.

5.4.Messaging in the Personal Account is for organisational purposes only: time, rescheduling, the meeting link. The Client discusses their state and their request with the Expert during the consultation. The messaging rules are shown above the conversation.

6. Price and payment

6.1.The price of a consultation is shown on the Expert’s page and in the booking window. It is final: no separate fee is charged to the Client for using the Site. The Agent’s fee is paid by the Expert under the agency agreement.

6.2.Payment is 100% in advance by bank card or another method available on the payment page. Payments are accepted by the YooKassa payment service; the Agent does not receive card details.

6.3.The payment obligation is fulfilled when the payment service has confirmed the payment.

6.4.An electronic receipt is sent to the Client by email in accordance with Federal Law No. 54-FZ of 22 May 2003.

6.5.Changes to prices on the Site do not affect consultations that have already been paid for.

7. Rescheduling and cancellation

7.1.The Client may reschedule or cancel a consultation in the Personal Account or by writing to psy@psy.one.

7.2.A consultation may be rescheduled or cancelled no later than 24 hours before it starts. If it is cancelled within this time, the money is refunded in full.

7.3.If the Client cancels a consultation less than 24 hours before it starts or does not attend, the Expert’s time is deemed reserved and used: the payment is not refunded and the consultation is not rescheduled.

7.4.If the Client is late, the consultation ends at the scheduled time.

7.5.If the Expert cancels or reschedules the consultation, does not attend or cannot conduct it for reasons on their side, the Client chooses a full refund, another time with the same Expert, or another Expert. If the Expert is late, the consultation is extended by the length of the delay where possible; otherwise the Client is entitled to a refund.

7.6.If the consultation does not take place because of a technical failure on the side of the Expert or the Site, clause 7.5 applies.

8. Refunds

8.1.Refunds are made to the same payment method within 10 days of the Client’s request or the Expert’s cancellation of the consultation. The time it takes for the money to arrive depends on the bank.

8.2.The Client submits a refund request in the Personal Account or to psy@psy.one. The Agent accepts such requests on behalf of the Expert.

8.3.If the consultation has not been provided and the Expert has not refunded the money, the Client is entitled to demand a refund of the prepayment from the Agent under Article 12(2.2) of the Law “On Consumer Rights Protection”.

9. Obligations of the parties

9.1.The Expert must conduct the consultation in person at the agreed time, observing professional ethics and confidentiality; place the meeting link in the Client’s Personal Account; and give notice of any rescheduling as early as possible.

9.2.The Agent must ensure that booking, payment, the Personal Account, notifications and refunds work; display accurate information about Experts; and consider the Client’s enquiries.

9.3.The Client undertakes to give accurate contact details, attend the consultation on time, not record the consultation without the Expert’s consent, and not use the Personal Account to share health information.

9.4.Consultations booked through the Site are paid for only through the Site. The Agent bears no responsibility for payments made outside the Site or their consequences.

9.5.The Client may tell the PSY.one editors about the quality of a consultation through the feedback form in the Personal Account or at psy@psy.one. Public reviews of Experts are not published on the Site.

10. Confidentiality and personal data

10.1.The content of a consultation is known only to the Client and the Expert. Neither the Agent nor the Site records or stores consultations.

10.2.The Client’s personal data is processed in accordance with the Privacy Policy (psy.one/privacy) and the consent to its processing (psy.one/consent). Only the Client’s name and the booking details are passed to the Expert.

11. Liability

11.1.The parties are liable for failure to perform the Contract in accordance with the legislation of the Russian Federation.

11.2.The outcome of a consultation also depends on the Client, so the Expert does not guarantee any specific result. This does not release the Expert from the obligation to conduct the consultation properly.

11.3.The parties are released from liability in circumstances of force majeure (Article 401 of the Civil Code of the Russian Federation). In this case, a consultation that has been paid for but not held is rescheduled or the money refunded, at the Client’s choice.

12. Term and termination

12.1.The Contract remains in force until the consultation has been held and settled.

12.2.The Client may withdraw from the Contract at any time in accordance with section 7.

13. Disputes

13.1.The Client sends questions and claims to psy@psy.one or via the Personal Account. The Agent replies within 10 days.

13.2.If the dispute is not resolved, the Client is entitled to go to court, including at their place of residence (Article 17 of the Law “On Consumer Rights Protection”).

14. Changes to this offer

14.1.The Agent may change the text of this offer by publishing a new version on the Site. Consultations paid for before the change are governed by the terms of the version accepted at the time of payment.

15. Contacts

15.1.Natalia Aleksandrovna Motorina, individual entrepreneur, OGRNIP 309774635800707, INN 770304079616. Email: psy@psy.one, phone: +7 991 239-11-98.