Refund Policy
At Vent Line, we strive to ensure our clients feel heard and supported. Payments for session bookings are generally non-refundable once the session has commenced. However, if you are dissatisfied with the quality of your human conversation experience, please reach out to our support team within 24 hours. Refund requests for prepaid packages or individual sessions that were not completed due to technical issues on our end will be reviewed on a case-by-case basis. We value your trust and aim to resolve any concerns with professionalism and warmth.
Cancellation Policy
We understand that life can be unpredictable. Appointments may be canceled or rescheduled up to 24 hours before the scheduled time without penalty. Cancellations made with less than 24 hours' notice may be subject to a cancellation fee or forfeiture of the session credit. This allows us to offer the space to others who may need support.
Confidentiality Limitations
Your privacy is paramount. Conversations within Vent Line are kept confidential between you and your listener. However, confidentiality has legal limitations. We are required by law to disclose information if there is a clear risk of harm to yourself or others, or in response to a valid legal order. Outside of these rare circumstances, your vent remains your private space.
Not Therapy Disclaimer
Vent Line provides peer-based emotional support and human conversation. Our services are not a substitute for professional mental health therapy, psychotherapy, or psychiatric medical advice. Our listeners are trained peers, not licensed clinical therapists. If you require specialized clinical care, we encourage you to seek assistance from a licensed healthcare professional.
Respectful Conduct Expectations
To maintain a safe and judgment-free environment, we expect all participants to engage with respect and kindness. Abusive language, harassment, or threats toward our listeners will result in immediate termination of the session and a possible ban from our platform. We are committed to fostering a supportive community for everyone.
Confidentiality Limitations
At Vent Line, your privacy and trust are paramount. While we strive to maintain a safe and confidential space for your emotional expression, it is important to understand the ethical and legal boundaries that apply to our peer-led coaching sessions. We adhere to high professional standards to ensure both your safety and compliance with governing laws.
Confidentiality may be waived in specific circumstances where reporting is legally mandated. This includes situations involving an immediate threat of harm to yourself or others, suspected abuse or neglect of vulnerable individuals, or in response to a valid court order or legal subpoena. In such cases, our priority shifts to ensuring the necessary authorities are informed to provide appropriate protection and support. We are committed to transparency and will, whenever safe and feasible, discuss these reporting requirements with you directly during our sessions.
Not Therapy Disclaimer
Coaching vs. Therapy: Vent Line provides peer-based emotional support and coaching services. Our practitioners are not licensed psychologists, psychiatrists, or medical professionals. The conversations and guidance offered here are not a substitute for clinical diagnostics, therapeutic treatment, or medical advice. We do not provide clinical mental health interventions. By using this service, you acknowledge that our support is strictly peer-to-peer and does not establish a clinical client-patient relationship.
Emergency Disclaimer
Vent Line is not a crisis intervention service or a medical provider. If you are experiencing a mental health emergency, thoughts of self-harm, or are in immediate danger, please do not use this service. Contact emergency services immediately by dialing 911 (or your local emergency number) or reach out to a 24/7 crisis hotline such as the National Suicide & Crisis Lifeline by calling or texting 988.