Privacy & Confidentiality Policy

Last updated: 23 October 2026

This policy applies to Expathy services, including the Expathy Client and PsyAccount apps.

Information We Collect

• Account and profile information, such as name, email address, user ID, and timezone
• Client matching responses and therapist professional or availability information
• Messages and attachments, including photos or documents users choose to send
• Booking, purchase, credit, gift, and refund records
• App installation and push-notification identifiers

We do not collect device location or advertising identifiers. Payment card or bank details are handled by our payment processor and are not stored by Expathy.

How We Use Information

We use this information to operate and secure accounts, provide matching, messaging, bookings, payments, video sessions and notifications, respond to support requests, prevent fraud, and meet legal obligations.

Sharing

We disclose only the information needed to trusted providers that support hosting, authentication, payments, video calls, email, and push notifications, or when required by law. We do not sell personal information or use it for third-party advertising or cross-app tracking.

Messages and Video Sessions

Messages and attachments are stored privately for authorised participants. Video-session audio and video are transmitted in real time; Expathy does not record or store session content.

Security and Retention

We use encrypted connections and access controls. Information is retained only as needed to provide the service and satisfy security, legal, tax, accounting, fraud-prevention, and dispute obligations.

Deletion and Your Rights

Users may request access, correction, or deletion of their personal information. Account access and active profile use are removed when a valid deletion request is completed. Records required for legal or financial obligations may remain in restricted systems for the applicable retention period.

Deletion instructions are available on our account and data deletion page.

Contact

For privacy questions or requests, contact expathy@expathy.org.

Changes

We may update this policy when our services or legal obligations change.