Agreement

Best Online Therapy Terms & Conditions

Best Online Therapy wants to extend a warm welcome and inform you that we are eager to begin our therapeutic relationship. Our team of mental health professionals operates globally via Online Therapy. This page provides details regarding our professional clinical services and business policies. Before starting, please review the following information. It is the objective of this document to provide you, the client, with information about the process, prospective risks and benefits, safeguards against these risks, and alternatives to online counselling services.

Please feel free to ask us any questions about these policies. We are happy to discuss them with you.

Please read this entire document and return it to us, agreeing to abide by its content. You can choose to email it, but please be aware that this will then be passed through your IPS email system (and other intermediate email systems). If we do not receive your written consent, we will assume that by accepting our services, you agree to the terms and conditions of my practice and business, as outlined in this document.

Baseline

You are enquiring about the services of Best Online Therapy. The initial session with our therapist will determine the type and extent of services you will receive. We will collaborate with you to create a plan that is specifically designed to assist you in achieving your goals. You understand that this is a joint undertaking between you (the client) and the Best Online Therapy professional. You are aware that online counselling is associated with risks, such as technical failures or breaches of confidentiality caused by human error.

In the event of a technological malfunction, clients are required to provide us with their offline contact information. Online therapy is intended for clients who are not experiencing significant crises and have not been diagnosed with significant mental health issues.

Engaging in therapy, whether face-to-face or online, can bring both advantages and potential drawbacks. It can improve your capacity to connect with others and provide greater insight into yourself, your principles, and your aspirations. As the process may require exploring challenging or distressing parts of your life, you might encounter uneasy emotions. Nonetheless, therapy frequently results in stronger relationships, resolution of particular issues, and a notable decrease in emotional discomfort.

Please be aware that there are no assurances regarding the outcomes of your experience, and by using our services, you do so at your own risk. You confirm that you understand both the potential benefits and limitations of online therapy, and you agree not to hold us legally responsible for any information or guidance offered through this platform.

At any moment, you are welcome to discuss the potential positive or negative impacts of starting, not starting, continuing, or stopping online therapy. While we anticipate that you will gain from online counselling, we cannot promise any specific outcomes. Engaging in online therapy involves personal exploration and may lead to significant shifts in your outlook and decisions. Such changes could influence important relationships, your employment, or your self-perception. It’s common to experience some distress, usually temporary, as you uncover new aspects about yourself or implement changes. A particular risk in couples’ online counselling is the possibility of considering divorce as an option. Although the precise outcomes of online therapy cannot be predicted, our goal is to work collaboratively with you towards achieving the most beneficial results.

Possible misinterpretations

Please be aware that misunderstandings may occur during online sessions due to the reduced use of nonverbal cues. Additionally, technical issues such as lag or poor image quality can affect the connection. Mental health practitioners often rely on body language, tone of voice, eye contact, and other non-verbal signals to understand their clients fully. If this is your first experience with online counselling, kindly be patient with the process and let us know if you feel we have not understood you correctly. Likewise, please be patient if we ask for occasional clarification to ensure clear communication.

There may be times when we do not receive an online message promptly, or when local internet issues cause connectivity problems. If you are in a crisis or emergency situation, we advise you to contact emergency services or a local support organisation immediately. In the event of internet disruptions, please email your therapist or explore alternative ways to get in touch.

Benefits

The potential benefits of receiving online mental health services include the circumstances in which mental health practitioners consider online mental health services appropriate and the possible advantages of providing those services online. For example, the potential benefits include the convenience for clients to receive mental health services from anywhere once an internet signal and necessary hardware are secured.

Online therapy services are most suitable for clients over the age of 18 years who have either previously engaged in formal therapy services and/or are seeking short-term support for issues that are unrelated to a major crisis, severe mental health issues, suicidal, homicidal or violent behaviour (past and present).

Online therapy services are designed for clients who have limited access, availability, or financial means to receive direct, face-to-face professional therapy services. Although online therapy services may be helpful, direct, face-to-face services are highly recommended and encouraged, especially for clients looking for long-term treatment, clients in crisis or those diagnosed with significant mental health issues.

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Risks of Online Therapy

There are inherent risks associated with delivering online counselling services electronically, including issues related to the technology used, the physical distance between practitioners and clients, and the timeliness of communication. These risks can include (1) messages not being received and (2) breaches of confidentiality, such as through unencrypted emails, lack of password protection, or leaving information on public access computers like those in libraries or internet cafés. Messages might fail to arrive if sent to the incorrect address—potentially compromising confidentiality—or if the practitioner does not notice them. Additionally, confidentiality can be at risk during transmission from hackers or internet service providers, or on either end if others access the client’s account or computer.

Clients using the internet in public places such as libraries, computer labs, or cafés should be mindful of the visibility of their screens to those nearby. Position yourself to minimise the chance of others viewing your information. Additionally, using mobile phones can pose a risk since signals are encrypted but not necessarily secure, so care should be taken when discussing sensitive matters on a mobile device.

Our therapists utilise various online video platforms, including Google Meet and Zoom, to facilitate secure and confidential video sessions. Your personal details are encrypted and stored on a secure server in accordance with international standards. However, it is your responsibility to implement further security measures when using a computer that others may access. This includes setting strong passwords to protect your device, keeping your email and chat login details confidential, and ensuring your wireless internet connection is secure. If you have any additional concerns, please discuss them with your therapist during your first session so we can work together to minimise any risks.

When is online therapy not suited?

Ideally, individuals seeking online therapy should be aged 18 or older. However, with the consent of parents or guardians, teenagers can also access online counselling. The same principles of privacy and confidentiality, including their limitations, apply to young people as they do to adults. Therapists focus on encouraging behavioural change and creating strategies to help tackle specific issues faced by adolescents.

Safety

If you are considering suicide or believe you may pose a safety risk to others, it is crucial that you contact emergency services or go to your nearest hospital immediately. You must disclose this information before starting online therapy. Failing to do so, or intentionally withholding or providing false information about these risks, releases us at Best Online Therapy from any legal responsibility or liability related to your diagnosis, prognosis, outcomes, or actions.

The determination that online therapy is suitable for you will be made after an initial assessment during your first sessions. This suitability may change over time, depending on shifts in your circumstances, mental health status, or levels of risk.

If you prefer, you can consider receiving in-person mental health support instead of online services. We are happy to assist in finding local therapists for face-to-face sessions and have professionals available for such appointments. Feel free to ask for a referral if you think that an in-person approach would better suit your needs or provide additional benefits.

Privacy and security

Although the internet might create a sense of anonymity and privacy in online counselling, privacy risks are typically higher online compared to in-person interactions. Laws governing mental health services safeguard the confidentiality of all communications between clients and practitioners. Our practice complies with HIPAA standards to protect your information. We treat confidentiality with the utmost importance and will only share or disclose your information to others if you provide a signed consent or if there is a concern that you may harm yourself or others.

Our therapists use Google Meet or Zoom to conduct live video therapy sessions, choosing these platforms to meet high standards for security, privacy, and HIPAA compliance. Google Meet is HIPAA compliant when used within a Google Workspace plan and with a signed Business Associate Agreement (BAA)—please ask your therapist if you’d like more details. Nonetheless, you are responsible for securing your own device, internet connection, and passwords. The information you share during online sessions is maintained with the same confidentiality as in face-to-face therapy. Additionally, it’s your responsibility to be in a quiet, soundproof space during sessions to ensure your privacy is preserved.

From time to time, we may seek advice from other qualified therapists or personal supervisors to help provide the best possible care. These individuals are committed to confidentiality and will only access the information about your case that is strictly necessary for your treatment when it is deemed essential.

Our therapists are entitled to their privacy and may choose to limit or restrict the use of any recordings or copies you make of our sessions. You must obtain written permission from us before recording any part of the session or sharing any portion of it on online platforms such as Facebook or YouTube. Additionally, therapists are unable to connect with clients as friends on social media sites like Facebook or Twitter.

Records

We will keep records of your online counselling sessions, which may include notes and summaries of each session. These records are kept confidential and are managed in accordance with relevant legal and ethical international standards. If you do not provide the information requested on the intake form—such as your location, contact details, or emergency contacts—you agree that we cannot be held legally responsible for any claims, disputes, or consequences that may arise during your therapy.

Use of AI Software for Session Notes

Occasionally, we may use Heidi Health or other HIPAA-compliant AI transcription services to document your sessions. Heidi Health is an advanced AI medical scribe that records patient visits, creates clinical notes, completes documentation, and drafts correspondence. This technology helps us dedicate more time to supporting you rather than on typing and administrative tasks. Heidi complies with HIPAA regulations, ensuring that your protected health information (PHI) remains confidential and secure.

Payments

Fees are £80 for a 50-minute individual or couples online session and £120 for an 80-minute family or relationship session. Depending on your circumstances, some therapists are willing to offer discounted rates. This arrangement will not affect the remaining terms of service.

Our policy requires payment for each session before treatment begins. However, some practitioners may send invoices via Stripe or PayPal either prior to or immediately after the session; payment is expected upon receipt. If your circumstances change and you are unable to settle an invoice, please inform your therapist promptly so we can discuss and agree on a suitable solution. We are happy to consider alternative arrangements, such as adjusting the invoice amount or offering multiple payments, at the therapist’s discretion.

By agreeing to this contract (either by accepting the terms online or signing documents), you authorise us to charge your saved credit card through Stripe if payment is not made and no alternative arrangements are communicated. You acknowledge that you are responsible for all costs associated with collecting any overdue fees, including court fees, collection charges, or legal expenses.

You are required to inform your therapist at least 24 hours ahead of your scheduled live video appointment if you are unable to attend. Cancellations made with less than 24 hours’ notice may incur a standard fee, which could be charged to your Stripe-linked card. In certain situations, the therapist may choose to waive this fee at their discretion.

We are an international service provider, with some of our team members residing in the UK, Portugal, and New Zealand.

Any claims or disputes related to our services will be handled through the relevant professional registration bodies of the therapists. As a result, all clients, whether national or international, agree to submit to the jurisdiction of the regulatory authority governing the mental health practitioner they are working with in the event of any legal claims, disputes, or issues.

IN CASE OF EMERGENCY

United Kingdom:
Emergency services 999: Police, ambulance, fire brigade, coastguard, cliff rescue, mountain rescue, cave rescue, etc.
NHS 111: If you have an urgent medical problem and you’re not sure what to do.
Mental Health Advice & Support Line: 0800 138 0990

European Union
European emergency number 112: You can dial free of charge from fixed and mobile phones everywhere in the EU

Your rights:

I, the client or guardian, understand that I am not required to sign this form, and choosing not to do so will mean I cannot proceed with treatment. My signature below confirms that I have read and understood this agreement; it does not mean I am waiving any of my rights. I am aware that I can discuss any concerns or questions with the therapist prior to starting therapy, and at any point during the treatment, if I have questions about the topics addressed in this agreement, I can talk to the therapist about them.

I acknowledge that, once therapy has started, I have the right to withdraw my consent at any time and for any reason. However, I agree to discuss any concerns I have about my progress with my therapist before deciding to terminate treatment. I also understand that no guarantees have been made regarding the outcomes of therapy, the effectiveness of the techniques used, or the number of sessions needed for meaningful results.

I confirm that I have read or been read this agreement, and I have discussed any parts I did not understand. My questions have been fully answered. I agree to follow the terms outlined in this agreement and consent to begin therapy with the online therapist.

I confirm that I have read and understood the privacy and financial policies in full and agree to abide by them. My signature below indicates my acceptance of the confidentiality (including any limitations) and the practice’s financial terms, such as fees and policies regarding late cancellations or no-shows. I also understand that the therapist does not offer emergency phone-in services.

I have read and understood that, if my insurance accepts the therapist’s services, certain personal health information may be shared with my insurance provider (note: this does not apply to self-pay clients).

I understand and agree that the online therapist reserves the right to discontinue professional services if the account is overdue. I also permit the therapist to charge my card saved on Stripe to collect any outstanding fees. If guardians or parents request the services, they need to agree to the terms of service on behalf of the children.

I acknowledge that, on occasion, the therapist may use Heidi or other AI transcription tools to help prepare session notes. I understand that I have the right to decline the use of AI technology during my sessions if I choose.

When the therapist provides online counselling or refers you to another practitioner, they will collect what is legally known as Protected Healthcare Information about you. This information is used to create a personalised treatment plan. It may also be shared with others, such as the practitioner you are referred to, your insurance provider, payment entities, accountants, debt recovery services, or my direct supervisor, who oversees the quality of care. Occasionally, therapists may also use Heidi AI or other HIPAA-compliant transcription services. You have the right to decline the use of AI technology during your therapy sessions if you prefer.

The Notice of Privacy Practices offers detailed information about your rights and how we may use or share your personal information. Additionally, by accepting our online therapy services, you agree to our Terms and Conditions, which are linked to the therapists’ email addresses and are considered part of this agreement.

If you have concerns about certain information, you have the right to request that we do not use or share it for treatment, billing, or administrative purposes. Please provide your request in writing, specifying which information you wish to exclude. While we will make reasonable efforts to respect your wishes, we are not legally required to agree to these restrictions.

If we agree to your request, we commit to honouring it. Once you give your consent, you have the right to withdraw it at any time by informing us in writing. After receiving your revocation, we will cease using or sharing your specified information moving forward, except for any information that has already been used or disclosed prior to your revocation.

Updated ICO Privacy Notice Addendum

This addendum supplements our existing Terms & Conditions and Cookie Policy. It provides the detailed privacy information required under UK GDPR.

Data Controller: Best Online Therapy, operated by Anna Keyter (Data Protection Contact / ICO Officer).

Contact: info@onlinetherapy.co.nz.
You can contact me directly with any questions about this notice or your data rights.

Important Note on Individual Therapists

Best Online Therapy is a platform that connects clients with qualified therapists. While this Privacy Notice applies to the overall service and data handled through Best Online Therapy, each therapist operates under their own professional practice. Clients are advised to ask their individual therapist for any additional or specific privacy notice that applies to them personally. For example, a therapist may have their own supplementary practices. You can request this directly from your therapist.

Personal Data We Process

We collect and process:

• Contact details (name, email, phone)
• Intake forms and background information
• Session notes and treatment records
• Health and mental health data (special category data)
• Payment information
• Emergency contact details

Sources of data: Primarily directly from you. In some cases, we may receive initial information from referral websites such as Psychology Today or similar platforms (we are not responsible for their privacy practices).

Purposes and Lawful Bases

Data Storage and Security

Sensitive data (including session notes and health information) is stored on private, encrypted servers and not on public cloud services. We use appropriate technical and organisational measures to protect your data. Client responsibility: You will receive copies of your notes/session summaries. You are responsible for keeping any information you receive secure on your devices. We cannot accept liability for any unauthorised access or loss once data is in your possession.

Data Sharing / Recipients

We share data only where necessary and with appropriate safeguards:

• Payment processors: Stripe (for card payments)
• Accountants: For business accounting (they may see limited business-level payment information if you pay directly)
• Insurance companies: Where you claim through insurance
• Emergency services / relevant authorities: In safeguarding or emergency situations
• Heidi Health (AI tool): Used for session note assistance. We do not retain information on Heidi’s systems and delete all related data within 3 months.
• Professional supervisors (limited, anonymised where possible)
• Other limited processors (e.g., invoicing tools)

We do not sell your data.

International Transfers[Add accurate details here if any therapists or processors are based outside the UK, e.g. Portugal/New Zealand.]

Retention Periods

We retain your records for 7 years after the end of treatment. This is required by our professional body standards for accountability, potential future care needs, and legal/professional requirements. After this period, we will securely delete or anonymise your data (subject to any legal holds).

Your Rights

Under UK GDPR you have rights to:

• Access, rectification, erasure, restriction, and portability
• Object to processing (including legitimate interest processing)
• Withdraw consent (where used)
• Complain to the ICO (ico.org.uk)

To exercise these rights, contact Anna Keyter using the details above. Note that some rights may be limited due to professional obligations or legal requirements (e.g., we may not be able to delete records within the 7-year period).

Automated Decision-Making

We do not use automated decision-making or profiling with legal or significant effects.

This notice is in addition to our separate Cookie Policy. We review and update our privacy information regularly. Last updated: 22/06/2026.