Terms & Conditions

    Last updated: February 26, 2026

    Welcome to Recovery. By using our platform, you agree to these Terms & Conditions. They govern your use of our website, app, and services in Pakistan.

    2.1 Eligibility

    • You must be at least 18 years old or have parental/guardian consent if under 18.
    • You must reside in Pakistan and provide accurate information during registration.
    • Accounts are for individual use; sharing is prohibited.

    2.2 Booking Rules

    • Appointments with psychologists/therapists are booked via our platform.
    • You must provide true health information for effective consultations.
    • Sessions are via secure video; you need a stable internet connection and device.

    2.3 Cancellations & Refunds

    1. Rescheduling by Patients

    • Patients may request to reschedule their appointment up to 48 hours prior to the scheduled time.
    • All rescheduling requests must be submitted via email to the administration team, who will process the change.

    2. Refunds

    • Refunds are not ordinarily provided.
    • Exceptions will only be made in the event of an emergency on the doctor's or therapist's side.
    • In such cases, the administration will offer the patient the following options:
      • Reschedule the appointment for a different time.
      • Transfer the appointment to another available therapist.
      • Receive a full refund of the consultation fee.

    3. Specialist Emergencies

    • In the event of a doctor's or therapist's emergency, if a patient requests a change of therapist or a refund, the consultation amount will be deducted from the specialist's wallet.
    • This ensures that the patient can either:
      • Be reassigned to another therapist, or
      • Receive the applicable refund.

    2.4 Payments

    • Payments are via JazzCash, Easypaisa, debit/credit cards, or cash on delivery (medicines only).
    • All transactions are in Pakistani Rupees (PKR).
    • We use secure gateways compliant with State Bank of Pakistan regulations. In addition, we implement technical safeguards to ensure that electronic payment transactions meet the security standards set by HIPAA.

    2.5 Liabilities

    • Recovery is a platform facilitator, we are not liable for professionals' opinions, diagnosis, management, advice, as they themselves are bound to follow their respective regulatory authorities from which they will be verified and chosen like PMDC, so respective complaints are entirely handled and rectified by their own respective authorities. Recovery acknowledges its responsibility to implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and availability of electronic PHI as required by HIPAA.
    • We are committed to providing best available medicines, only approved by DRAP and quality assured by other quality monitoring systems available in Pakistan, so Recovery will not be liable for any discrepancy medicine quality as by law, it entirely is the responsibility of the manufacturers and quality monitoring systems.
    • You use the platform at your own risk. We disclaim liability for indirect damages.
    • Force majeure events (e.g., natural disasters) excuse performance.

    2.6 Dispute Resolution

    • Disputes arising in Pakistan will be resolved through arbitration in Lahore under the Arbitration Act, 1940.
    • Governing law is the laws of Pakistan.

    2.7 Termination

    We may suspend or terminate your account for violations, with notice where possible.

    2.8 Changes to Terms

    We may revise these terms. Continued use implies acceptance. Contact support@therecovery.io for queries.

    Contact Information

    For questions about these Terms & Conditions, contact us at:
    Email: legal@therecovery.io
    Support: support@therecovery.io
    Recovery Mental Health Platform