We have detected a change in your location. Please switch your timezone accordingly.


Generic

What is InnerHour?

‘InnerHour’ is an online platform for emotional and psychological well-being. At InnerHour, we offer comprehensive online counselling and therapy, provide valuable information on psychological wellness, and work with organisations to meet similar goals. We offer one-on-one sessions via phone, online chat and video consultation with our expert team of counsellors, psychologists and cognitive-behaviour and rational-emotive behaviour therapists.

Do I have to sign up to use the website?

The InnerHour website is open to all users. Those who wish to avail of the informative reads to understand behavioural wellness do not need to register with us. Some sections of the website that involve asking our experts questions, undertaking behavioural assessments or booking a session for counselling or therapy however, require registration. Hence, you would need to sign up with us to access the same.

How do I sign up on the InnerHour website?

Click on the ‘Sign Up’ at the top right corner of the page, provide your email address and enter a password. Your account will be created as soon as you submit your information.

How old do I need to be to use InnerHour’s services?

InnerHour services are geared towards people who are 18 years or older. To register with us, you will have to be above 18 years of age. Our counselling and therapy services are for the 18+ age group but our experts provide guidance and educational sessions for parents to help positively influence their children and adolescents.

I would like to work with InnerHour. Who do I get in touch with?

As a growing team of committed and dedicated professionals, we appreciate the experience and skills that every individual can contribute to our endeavour. If you’re a psychological health professional, tech graduate, digital marketer, or operations geek; we would love to understand your experience, special interests, current affiliations; and the flexibility you may desire in your commitment to be part of our team. We offer technical, logistic and practice support to all our team members. Do share your LinkedIn profile; connect with us on angel.co or simply mail your resume to support@theinnerhour.com.

Therapy

What are the different modes of therapy offered at InnerHour?

InnerHour’s team of counsellors offers therapy through:

  • Real time video conferencing sessions
  • Telephonic consultations
  • Real time chat

What is online therapy?

Online therapy is the provision of counselling and therapy services via a secure platform on the Internet. This is achieved through real time video conferencing where our professionals have a virtual face-to-face interaction with individuals, audio consultation through a phone, or a live chat session over the internet.

How is an InnerHour session different from a Skype call with friends and family?

It is relieving to talk to friends and family in person or on Skype about what is bothering you because it feels like you can get things off your chest. Professional counsellors however, have the skills and expertise to give your conversation meaningful direction. They aim to understand your feelings in the context of your reality and experience; and help you explore your options so that you can arrive at your own goals for self-change. You can speak freely without any restrictions because the counsellor is outside the circle of your family or friends, and will maintain confidentiality.

The counsellor assures you of a scheduled time, is trained to manage otherwise uncomfortable emotions and seeks to find ways to help you solve problems and empower you to better manage future emotional challenges. They can help uncover the reasons for worry, anger, pain and frustration in your life; and enable you to set goals for positive change. They listen objectively and offer helpful and insightful feedback. They can empower you with interpersonal, social, or communication skills and restructure faulty patterns of thinking by replacing them with positive coping techniques. This can empower you to cope with the problem such that therapy is not subsequently needed.

Your family and friends may give you advice, but counsellors help you to help yourself. Counselling is therapeutic and offers new perspectives. Hence it is more constructive and beneficial than a chat with friends or family.

Is online therapy safe?

At InnerHour we take personal information privacy seriously. We make great efforts to ensure that all communication between you and your therapist – written, audio and video are safe and confidential. Your safety is our priority. All email and chat data is encrypted on our servers. We use MD5 encryption for your authentication credentials. Our experts are also trained to maintain the highest standards of professional conduct by keeping your information private.

How effective is online therapy?

Online therapists are trained to solve emotional problems, relationship issues and relieve stress using the internet as a medium.

Research has revealed that professional counselling and therapy offered online has as effective an impact as in-person counselling; in many cases the impact has been even more sustained and long lasting.

Online therapy adopts a range of techniques wherein the client can access a therapist from anywhere, at a convenient time while maintaining privacy and confidentiality. Sometimes it is easier to talk remotely rather than being face-to-face as this can foster a better sense of control. The online interaction makes the process non-threatening. This allows clients to feel more comfortable and they express themselves better.

What sort of issues are handled at InnerHour?

The InnerHour counselling team provides a range of services to help you cope with difficult times. Our experts are professionally trained to manage relationship concerns, stress related issues (job, studies), adjustment difficulties, problems related to lifestyles, family conflict, parental guidance, anger management, time management and communication skills. We also deal with anxiety, personality problems, depression, problems related to excessive use of drugs, alcohol, smoking, emotional control issues, and eating disorders.

Are there issues you do not handle at InnerHour?

InnerHour is a platform for psychological wellness. With our current delivery model we do not manage crisis situations where we feel personal intervention is the appropriate choice. We do not handle schizophrenia and psychotic conditions that may involve hallucinations, delusions, uncontrolled aggressive behaviour and threats to harm others. We also do not see clients during extreme crisis and emergencies like thoughts of self-harm, suicidal ideation and alcohol or drug intoxication or their withdrawal. If you feel you have any of the above symptoms, difficulties or concerns, we suggest you seek help at the nearest hospital or emergency room where you can connect with a psychiatrist, social worker, counsellor or therapist in person. We also recommend you involve a family member or a friend to assist you in times like these.

Additionally, our experts do not prescribe medications on the InnerHour platform and if it becomes clear during the course of therapy/ counselling that you need medical advice and prescriptions, we will recommend this to you as part of your customised action plan that our therapists will develop with you.

Important

The use of our services is not meant for emergencies. If you think you have a mental health emergency or are contemplating suicide, call your local emergency number or go to the closest emergency room.

How long does a session last?

Usually, InnerHour sessions are 30 or 60 minutes in duration. But in some cases, depending on the issue and the frequency of sessions, the therapist might opt for a longer session as well. This however, is entirely at the discretion of the therapist and hence we advise you to discuss the same with him/her. It is good practice to stick to session timings. However, in exceptional circumstances, if your session is running over time because a critical issue is being explored, you can request your therapist for an extension which they will accommodate solely based on their discretion and availability. The fee for extension would be prorated.

Can my issues be solved in one session?

It is most likely that you may not finish discussing all of your concerns in one session, as human emotions/ emotional problems are complex and deep-seated. Counselling and therapy works best when goals and timelines are set. At InnerHour, we like to focus on solutions rather than problems and we adopt a systematic approach towards the same. So in each session with us you would be working towards attaining a specific goal. The success and the effectiveness of this process depends upon the exchange that takes place during the session and the feedback. This process is difficult to master in a single session.

It is good practice to stick to session timings. However, in exceptional circumstances, if your session is running over time because a critical issue is being explored, you can request your therapist for an extension which they may accommodate solely based on their discretion and availability. The fee for extension would be prorated.

How long does therapy last?

Therapy involves a structured, time-bound and collaborative effort from both the therapist and the client. Both need to work together to uncover the root of the problem and generate realistic solutions. Brief therapies have definitive goals and involve 6 to 8 sessions with cognitive feedback and homework exercises to initiate self-change. For long-standing issues and personality problems this may take more time. For the initial progress to kick in, regular weekly sessions with a therapist are important. Change is typically evident by the 4th or 5th session although a single session can also be transformative. Once the initial crisis has been resolved, the sessions could be switched to every two weeks or monthly in order to reinforce the skills that have been learned in the previous sessions.

How frequently do I have to take my sessions?

This depends on the nature and severity of the issue being addressed. The counselling sessions are structured based on the latest evidence and best practices. The first and often the second session involve understanding your problem and uncovering the reasons as to why you feel the way you do. The therapist and you then formulate the goals you want to achieve. Usually we advise weekly sessions and recommend 5-6 sessions at the outset. It is nonetheless advisable for you to consult your therapist for a clearer understanding.

How do I choose my therapist?

The therapists section of the website lists all available InnerHour therapists. You can view their qualifications, specialisations, areas of expertise and their availability. Based on your preferences, you can select a suitable therapist and call us on +91 - 22 22617007 to book an appointment.

Can I change my expert during the course of my therapy?

We do not advise you to change your expert mid-way as they will have been working with you for some time and it is possible that you lose some of the gains that you have made together in the therapy process. However, if you do wish to change your therapist for any reason, please write to us at support@theinnerhour.com stating the specific reasons for change. We will review your e-mail, explore the best possible options for you and get back to you within 2 working days with alternatives.

What if I am not satisfied with my therapist?

All our therapists are postgraduates and some are doctorates in the field of psychological health. They will work with you in an evidence based and scientific manner to ensure that you can get the best possible outcomes from your engagement with InnerHour. However, we do understand that a successful therapeutic relationship is contingent upon the level of comfort, empathy and self-disclosure during your therapy session. Due to any reason, if you are not satisfied with your expert, please write to us at support@theinnerhour.com describing the concern. We will review your e-mail, explore the best possible options for you and get back to you within 2 working days with alternatives.

If I have a small query that I want clarified by my therapist, can I do that without booking a session?

Yes. You can chat with your therapist immediately. This way, you won't be required to book a session very often.

Can I reach out to my therapist in case of an emergency?

InnerHour is a platform for coaching, counselling and therapy to ensure sustainable gains. At this stage we do not handle emergencies. Also, to protect your and our expert’s privacy and confidentiality, we do not provide personal contact information of either party to the other. Over the course of therapy, if an emergency does arise, we suggest you seek help at the nearest hospital or emergency room where you can connect with a psychiatrist, social worker, counsellor or therapist, in person. We also recommend you involve a family member or a friend to assist you in times like these.

Can I meet my therapist in person for a face to face session?

As a matter of policy, to protect the privacy and confidentiality of the users, we mandate that our therapists not contact the users outside of the InnerHour platform. We therefore, do not facilitate face-to-face sessions at this point.

How do I end therapy?

Usually therapy is terminated when all or most of the therapy goals are attained and you begin to notice improvements in your condition. It is also important that such acquired progress be maintained over time. The process should be mutually discussed between you and your therapist. In certain cases, the therapist may suggest that you take follow-up sessions at regular and specific intervals which may be more infrequent than in the initial stages. It is generally advised that you discuss all of your concerns about termination with your therapist, and take a mutually agreed decision.

Assessments

What are assessments?

Self-assessments are an evaluation of your actions, attitudes, feelings and/or performance. These comprise simple and straightforward questions that enable us at InnerHour to understand how you feel, identify areas for improvement and formulate guidelines for self-change. They are the key to evaluating the problem and seeking steps to solve it.

  • The Initial Assessment is carried out prior to the first session with the therapist. This allows a background estimation of the key issue in discussion. A link to this assessment will be emailed to you when your first session is confirmed.
  • Free self-assessments that facilitate insightful self-evaluation are available on the InnerHour website. On submission of responses, the results are presented to you immediately.
  • Additional assessments are assigned to the user during the course of therapy, based on the discussion and interaction during the session. The experts discuss the results for these assessments during the following session to guide self-change.

Do I have to pay for these assessments?

All of the InnerHour assessments are free. These are visible on the website and can be accessed by anyone. Other specific tools that gauge distinctive traits are offered to you only during the course of the therapy session at the discretion of the therapist. You usually fill these in between sessions. The cost of these assessments are included within your therapy fee. Hence you never pay a separate fee for an assessment at InnerHour.

Is it mandatory to take these assessments?

At InnerHour, we adopt a client-centred approach where we take your comfort level and preferences into account. You play an integral role in the development of your therapy plan. Our assessments are carefully designed to help us understand your thought processes, personality traits and attitudes. These allow us to help you feel better, and guide therapy in the right direction. These are assigned based on the interaction during the session, and we would only recommend these to you if we believe it’s in your best interest to undertake them. However, if you still have concerns about completing any assessments, please do discuss these with your expert and they will always engage with you to develop a plan that you can work with.

Are these results shared with anyone?

At InnerHour we respect your confidentiality; hence all assessment results are encrypted on our server. Results of the free assessments on the website are visible only to you. When you complete an assessment recommended to you by your therapist, those results are only visible to both of you and nobody besides you and your therapist will have access to your self-evaluation reports.

Technical

What are the system specifications recommended for using InnerHour services?

We aim to provide a seamless experience for our users. Although the minimum technological requirements are less stringent than those outlined in the table below, for the best use of our platform and services, the following specifications are recommended:

Item Recommended
OS Windows 7 or later
Browser IE 9 or higher, Chrome 11 or higher
Flash 10.3 or higher
CPU 2.3GHz
RAM 2GB
Webcam VGA
Audio Headphone and microphone with noise cancellation
Internet Connectivity Bandwidth of 2Mbps
Other JavaScript and Cookies enabled

Can I access the InnerHour platform from my mobile or tablet?

Yes. The InnerHour website is accessible from mobile and tablet devices.

Is there a mobile app for InnerHour?

Not at the moment however, we will be launching the InnerHour mobile app very soon.

How do I begin online therapy on the InnerHour platform?

Online therapy with InnerHour can be initiated by undertaking the steps mentioned below

  • Click on ‘Book Now’ button on the top right corner of the home page.
  • Select a therapist of your choice.
  • Select a suitable time slot.
  • Select the duration of the session and the preferred session medium.
  • Book the session and make the payment.
  • 10 minutes before your session starts, the therapy room link will be available on your dashboard.
  • Click on this link to access the therapy room to have your online session.

Are these sessions timed? If I want to extend my session, can I do that?

The InnerHour counselling and therapy sessions are timed. Usually the sessions are 30 to 60 minutes in duration. But in some cases, depending on the issue and whether you want an extension, the expert might agree to have a longer session. This is entirely at the discretion of the expert and we advise you to discuss the same with them. If your session is running beyond the scheduled time, you can request for an extension. The fee for extension would be prorated.

Payment, Cancellation and Refund

What is the fee for therapy?

The fee for each session varies according to the therapist you choose. You can view the hourly fee charged by a therapist on their profile. However, this will require you to be logged in using your email address.

What are the payment methods accepted by InnerHour?

At InnerHour, we accept online payments through all major credit cards, debit cards, and net-banking. At present, we do not accept cash, cheque, demand draft or other offline payment methods.

Is the payment gateway secure?

InnerHour has partnered with safe and trusted service providers to assure security on our payment gateway. We don’t save any financial information except the transaction history. We send you a confirmation email regarding every payment and refund to assure transparency.

Can I pay for multiple sessions at a time?

At InnerHour, you can pay for multi-session therapy packages that offer you a lower price per session. These packages are available to you at the time of purchasing a session from a therapist. Please note, these packages are offered by the therapists and not by InnerHour and hence not all therapists might offer packages.

Can I reschedule a confirmed session?

All sessions can be rescheduled. The rescheduling charges are based on the time of the rescheduling in relation to the session’s start time:

  • If you reschedule your appointment at-least 24 hours or more before your confirmed session time; there will be no additional charge for rescheduling with the same expert. Sessions have to be rebooked to another date within a year of the initial booking.
  • If you reschedule your appointment with less than 24 hours before your confirmed session time; we cannot refund the fee as the therapist would have blocked this time and will be unable to see another client at such short notice. We would be delighted to make a fresh booking for you after cancelling your current session. You will not be eligible for any refund on the cancelled session. You will incur the full session fee for the next session.

Am I eligible for a refund if I cancel the session?

All refunds for cancelled sessions are handled as per the Payment and Cancellation Policy at InnerHour. You are eligible for refund based on when you cancel your appointment.

If you cancel your appointment at least 24 hours or more before your scheduled session time; you can receive a 100% refund in the form of a session credit to your InnerHour account or as cashback to your original payment method. The session credit can be used to book a session or claim a refund on a session fee at a later point, within one year of the date of the initial booking.

If you cancel your appointment less than 24 hours before your scheduled session time; unfortunately, we cannot refund the fee as the therapist would have already blocked this time and will be unable to see another client in this slot at such short notice. We will be able to reschedule this appointment by making a fresh booking with your therapist. You will not be eligible for any refund on the cancelled session. You will have to pay for the next session’s booking in full.

For more details, you may also go through our ‘Payment and Cancellation Policy’ on the website. If you wish to make a cancellation, please call us on +91 – 9820230563

Can the InnerHour therapist cancel my session? What is my recourse in such a case?

At InnerHour we respect your time and endeavour to offer you timely and superior quality care. In the event of some unforeseen circumstances, if the therapist is unavailable for your scheduled session, you are eligible for a reschedule with no additional cost, or a complete refund for that session. No transaction fee will be deducted. For more details, please refer to our Payment and Cancellation Policy on the website.

If the session gets interrupted, what is my recourse?

Service outages can occur. If the technical difficulties arise at our end and result in you losing more than 66% of the session duration, you will be eligible for a 100% session refund in the form of a session credit back to your InnerHour account. This session credit can be used to book a session or claim a refund on the session fee at a later point, within one year of the date of the initial booking.

If the lost time is between 33% and 66% of the session duration, you will be eligible for a 50% session fee refund as cash, refunded back to your payment method. The cash refund will be processed within 2 days by InnerHour. Please note, it might take longer for the amount to reflect in your bank account depending on the processing bank.

If in case the lost time is less than 33% of the session duration, you will not be eligible for a refund.

Refunds are usually processed automatically. In case your refund is not processed, you can raise a request for refund either by writing to us at support@theinnerhour.com or by calling us at +91 9820230563

In case of technical problems like power outages or poor bandwidth at your end, the refund would not be considered as the therapist would have already blocked this time and will be unable to see another client in this slot at such short notice. However, we understand that the session is important for you as well. At such times you have the option of a telephonic session. Please call us at +91 – 9820230563 and inform us about the difficulty, and we will try and connect you with your therapist/counsellor for a telephonic session.

Privacy

What information do you collect from me?

You register with InnerHour using your email address and we request your name and telephone number for maintaining additional contact via phone and SMS when needed. When you respond to the assessment tools that your expert shares with you during the process of therapy or counselling, we retain your assessment reports. All information you provide is encrypted and hence, secured.

What do you do with my information?

At InnerHour we use your contact details to send you reminders and notifications for upcoming appointments, cancelled appointments, recommended assessments, and relevant articles on our blog. We use your anonymised data to understand behavioural trends across our services and users. This process does not use any identifiable data and therefore, your identity is not revealed to anyone as part of the analysis.

Can I use InnerHour services anonymously?

A successful therapeutic rapport finds its base in honesty, interpersonal respect and trust. Self-disclosure is an essential component of the therapist-client relationship. Hence it is recommended that you share your personal details with us. We ensure that communication between you and your therapist – written, audio and video is safe and confidential.

Are the sessions recorded? Is any of my session-related information preserved?

None of the video or voice sessions are recorded. InnerHour retains your personal information to support you through the counselling process and to enable you to use the InnerHour member services. Your assessment results and the therapy notes created by your therapist stay on our secure servers for assisting the therapy process. All this information is encrypted using the recommended industry standards for security, and is available only to you and your therapist at any point in time.