At IHearU, we want to build a community of like-minded individuals who believe in the impact of therapy and being heard. To ensure a positive experience for everyone, please follow these community guidelines, whether you are a client or a therapist/listener.

General Guidelines for All Users

1. Respect and Dignity: Treat everyone with respect and dignity. Do not use offensive, discriminatory, or harmful language. 

2. Confidentiality: Respect the privacy of all interactions in sessions. Do not share any information disclosed during sessions without explicit consent, except when required by law.

3. We are a non-emergent support system: While IHearU provides support, it is not a substitute for professional crisis intervention. If you are in immediate danger or experiencing a crisis, please contact your local emergency services or a crisis hotline.
   These are service numbers you can reach out to for support:
   Singapore Emergency/Crisis Hotline: 995
   SOS 24-Hour Hotline: 1767
   IMH Hotline: 6389-2222

Guidelines / Terms of Use for Clients

1. Rescheduling Policy:
   Within 12 hours*, you may reschedule via the confirmation email sent to you.
   After 12 hours*, if due to unforeseen circumstance, please contact us via our front desk email (info@ihearu.sg) or whatsapp (+65 9421 6863). We will do our best to reschedule a slot when your therapist/listener is available next.
   

2. Cancellation Policy:
   Cancellation is only possible via our front desk email (info@ihearu.sg) or whatsapp (+65 9421 6863).
   Within 24 hours*, you will be eligible for a 100% refund via paynow.
   Afterwhich, refunds will not be provided.
   
   To allows others to benefit from your time slot, please do inform us in advance
   

3. No show & No contact:
   In the event of no show and no contacting of front desk, no refunds will be provided.
   

4. Be Respectful: Treat therapist/listeners with respect and understanding. They are here to help.
   

5. Terms and Privacy: Read and adhere to our Terms of Use and Privacy Policy. Reviews containing inappropriate content, language, spam, flagged for various reasons will be removed.
   
   *of booked session timing

Guidelines for Listeners

1. Create a Safe Space: Foster an environment where callers feel safe, respected, and accepted. Encourage open conversations.

2. Cultural Sensitivity and Respectfulness: Be aware of and respect cultural differences. Always show sensitivity to the caller's background and experiences.

3. Avoid Advice Giving: Focus on active listening and validation. Refrain from giving advice or solutions unless specifically sought. Offering unsolicited advice can make callers feel unheard and invalidated.

4. Set Boundaries: Establish clear boundaries to ensure both your well-being and the caller's. Know and be willing to refer callers to other resources or professionals if their needs exceed your expertise.

5. Confidentiality: Maintain the confidentiality of all interactions. Do not share personal information disclosed during sessions without explicit consent, except when required by law.

6. Self-Care and Supervision: Take care of your own mental and emotional well-being. Seek supervision or support when needed to ensure you can provide the best support to callers. Listeners can seek guidance from Listener+ with supervision experience, while Listener+ should consult their professional supervisors.

Cancellation Policy

Before booking a session, please consider your availability, as our therapist / listeners set aside their time for you.

Cancel sessions at least 24 hours in advance if necessary. This allows others to benefit from your time slot.
No refund will be given if cancellation is less than 24 hours in advance.

Prohibited Conduct

1. No Harassment or Abuse: Any form of harassment, abuse, or threatening behaviour is strictly prohibited and will result in immediate removal from the platform.

2. No External Arrangements: Engaging therapist/ listeners outside the IHearU platform or making payments outside the app is prohibited. This violates our terms and we will not be liable for any issues for bookings made outside our platform.

3. No Misrepresentation: Do not impersonate another person or provide false information.

4. No Scams or Selling: Soliciting or selling any products or services is strictly prohibited and will result in removal from the platform.

Our platform is built on respect, empathy, and support.
By adhering to these guidelines, we can create a supportive and nurturing community where everyone feels heard and valued. If you have any questions or need further assistance, please contact IHearU support at info@ihearu.sg.

Thank you for being part of the IHearU community!