please read before your first session.

1.What Sunno is

Sunno is a paid empathy-listening service. When you book a session, you are paying for one hour of private, voice-only time with a trained human Buddy whose role is to listen, hold space, reflect back, and offer ordinary human companionship. Buddies are not your friends, family, or professionals, they are trained listeners.

2.What Sunno is NOT, clinical disclaimer

Sunno is not a medical, psychiatric, psychological, counselling, or therapy service within the meaning of the Mental Healthcare Act, 2017 or any related regulation. Sunno Buddies are not registered mental health professionals and cannot diagnose, treat, prescribe, or provide clinical advice of any kind.

• If you are currently in clinical treatment, Sunno does not replace your clinician or medication.
• If you have a condition that requires psychiatric care, acute depression, bipolar disorder, psychosis, suicidal ideation, eating disorders, severe trauma, please seek care from a qualified professional. Sunno is not appropriate for you and a Buddy will gently end the session.

3.Eligibility

You must be at least 21 years of age and legally competent to enter into a contract under the Indian Contract Act, 1872. Sunno is available to Indian residents only at this time. You must use your own account and may not share login, wallet, or session access with any third party.

4.User confirmations and acknowledgements

By joining a Sunno session, you confirm, acknowledge, and accept each of the following. These confirmations apply to every session you book, not only the first.

• Identity verification. You agree to submit a valid government-issued photo identity proof (Aadhaar, PAN, Passport, Driving Licence, or Voter ID) before your first session. Sunno uses this only to verify your identity for the safety of our Buddies and to meet our compliance obligations. The document is stored on encrypted systems with restricted access, retained only as long as necessary, and is never shared with any third party except as required under applicable Indian law.
• Recording and monitoring consent. You acknowledge and expressly consent that every session is audio-recorded and may be reviewed or monitored for the purposes of quality assurance, Buddy training, dispute resolution, and continued improvement of the service. You confirm that your personal data is processed and protected in accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act) and the additional safeguards set out in Section 7 of these Terms.
• Not in active clinical care. You confirm that you are not currently undergoing psychiatric or psychological therapy for a mental-health condition, and that you are not on prescribed psychotropic medication (anti-depressants, anti-anxiety, mood stabilisers, anti-psychotics, or similar). Sunno is an empathy-listening service and is not a substitute for clinical care. If you are in active treatment and still choose to use Sunno, you do so on your own assessment and accept that the service is not appropriate for clinical needs.
• Amicable closure if scope is exceeded. If, during a session, your Buddy in good-faith judgement determines that your situation requires support beyond empathy-listening — including indications of clinical depression, suicidal ideation, psychosis, severe trauma, substance dependence, or any other concern that calls for qualified mental-health intervention — you agree to support the amicable closure of the session and to seek professional guidance from the helplines listed in Section 8 (iCall, Vandrevala Foundation, India National Emergency 112) or from a qualified clinician of your choice. Closing a session under this clause is not a Buddy failure and does not constitute grounds for refund.

5.Your conduct, zero-tolerance rules

Sunno exists to create a safe, respectful space for both customer and Buddy. The following behaviours result in immediate session termination, account suspension, wallet forfeiture of unused credits, and where appropriate a report to law-enforcement authorities under the IT Act, 2000 and IPC:

• Verbal abuse, slurs, harassment, or intimidation directed at the Buddy.
• Requests or attempts at nudity, sexual content, voyeurism, sexual role-play, or any indecent exposure in voice, video, or text.
• Requests for romantic relationships, dating, or any form of personal contact outside the platform.
• Attempting to record, screen-capture, or redistribute a Buddy's voice or identifying information.
• Sharing a Buddy's personal contact details, social media, or real name with any third party.
• Solicitation of services or information from the Buddy outside the empathy-listening scope.

6.What Sunno commits to you

Every Buddy on Sunno has been trained and assessed by our clinical consultants. In return for your conduct above, Sunno commits that your Buddy will:

• Listen with empathy, without judgement, and within the agreed session time.
• Keep the content of your session confidential, subject only to Section 7 (recording) and Section 8 (harm handoff).
• Not attempt to diagnose, prescribe, sell, solicit, or take the conversation off-platform.
• Flag clearly if your situation exceeds an empathy-listening scope, and direct you to appropriate clinical support.

7.Session recording, data retention, and privacy

Every session is audio-recorded. Recordings are used (a) for Buddy quality assurance, (b) to train Sunno's session-analysis systems, and (c) to investigate disputes. Recordings are automatically destroyed 90 days after the session and are not retained beyond that window.

All recordings are stored on encrypted systems. No Buddy, and no member of the Sunno team, routinely has access to your recording. Access is restricted to an authorised admin, and only in the event of a dispute, safety concern, or lawful request. Access is logged.

Sunno complies with the Digital Personal Data Protection Act, 2023 (DPDP Act) as a Data Fiduciary. You are the Data Principal. We collect and process your personal data only for the purpose of providing the service you have booked, and we honour the rights granted to you under the DPDP Act, including the right to access, correction, erasure, and grievance redressal (see Section 12).

8.If you are in crisis

Sunno is not an emergency service. If you express or imply an intent to harm yourself or any other person during a session, the Buddy will immediately pause the empathy role and hand you off to professional help. By accepting these Terms, you consent to such a handoff.

9.Payment, wallet, and refunds

Sunno operates on a prepaid wallet. You top up the wallet and each session debits the wallet at the agreed per-session rate. Payments are processed through an RBI-licensed payment gateway.

• Wallet top-ups are refundable for any unused balance if requested within 30 days of top-up, net of payment-gateway charges.
• Credits consumed in completed sessions are non-refundable, except where you report that a Buddy failed to perform the empathy-listening task as described in these Terms. All such reports are audited by Sunno within 7 working days; where upheld, the session fee is refunded to your wallet.
• A session is considered completed once it has run for at least half its booked duration (e.g. 30 minutes of a 60-minute booking), unless cancelled by the Buddy.
• Chargebacks raised without first filing a dispute with Sunno will be treated as a breach of these Terms.

10.Acceptance of these Terms

These Terms are delivered to you over WhatsApp or email prior to your first session. By joining the scheduled call after receiving this document, whether on Google Meet, Zoom, a phone call, or any other channel used by Sunno , you expressly agree to, and are bound by, all of the above. No separate signature is required.

If you do not agree to any part of these Terms, do not join the session and reply to us at the number or email the document was shared from. Any unused wallet balance will be refunded to you.

11.Intellectual property and platform rules

All Sunno training material, curricula, session formats, brand names, logos, and software are the intellectual property of Sunno. You may not copy, scrape, reverse-engineer, or commercially redistribute any part of the service. You may share your personal experience of Sunno in any way you wish.

12.Grievance redressal and dispute resolution

Grievance Officer (and DPDP Act notice recipient): Rishi Diwan · rishidiwan103@gmail.com · +91 98106 37103 · response within 7 working days.

Any dispute arising from these Terms will first be attempted to be resolved amicably through the Grievance Officer. If unresolved within 30 days, disputes will be referred to arbitration in Bengaluru, Karnataka, in accordance with the Arbitration and Conciliation Act, 1996, before a sole arbitrator. The language of arbitration will be English. Courts at Bengaluru, Karnataka shall have exclusive jurisdiction for any matter not resolved by arbitration.

13.Changes, severability, and contact

Sunno may revise these Terms. We will share any material change with you before your next session. Continued use after a change constitutes acceptance. If any clause here is found unenforceable, the remainder shall continue in force.

Contact: Sunno · rishidiwan103@gmail.com · +91 98106 37103 · sunno.live

Sunno · Terms of Use · v1.1 (provisional) · 14 April 2026 · This version will be superseded by subsequent revisions as the platform evolves. Material changes will be communicated to users before their next session.