Subscription signup allows a nickname but does not promise anonymity
Subscription members need not supply a full name and may choose a nickname and an email that omits their name. An email is required for verification/communications and can still count as personal data. Emergency contact details are requested when starting therapy, and therapists may seek more under licensing rules. The policy warns true anonymity online is very difficult and points to opt-out instructions to limit tracking; those linked instructions are not supplied.
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When you sign up for an account on BetterHelp under the Subscription Offering, we do not ask you for your full name. You may pick any name or “nickname” which will identify you in the system.
You will need to provide an email address so that we can verify your account, and so we can communicate with you.
Your Therapist may request additional specific information about you as required by their license or other accreditation guidelines.
Even though we try to limit the kinds of information you must provide to us as discussed above, it is very difficult to be truly “anonymous” when you use any app or the internet.
If you're interested in further limiting what data is Processed, visit our opt-out instructions page to opt-out of tracking via cookies or web beacons, or for instructions on how to remove previously set cookies.
Qualifications & exceptions
Nickname choice is scoped to subscription members and does not remove email or emergency-contact requirements.
Not stated here
The linked opt-out instructions page is not supplied; its detailed steps cannot be reproduced here.
Account & Service Control · Restriction or exception
The platform is not intended for children under thirteen
BetterHelp says it does not knowingly collect/solicit data from or allow users under thirteen. If notified that it collected such personal information, it says it will delete it. This is not a claim that the platform is intended for every older minor.
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We don't knowingly collect or solicit any data or information from anyone under the age of thirteen (13) or knowingly allow such persons to become our users.
If you're aware that we have collected personal information from a child under age thirteen (13), please let us know by contacting us, and we'll delete that information.
Account & Service Control · User right or choice
Marketing emails can be stopped through their unsubscribe link
You can always opt out of marketing emails using the unsubscribe link at the bottom of the relevant email. This addresses marketing rather than every service communication.
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You can always opt out of receiving marketing emails. In order to opt out, you can select the unsubscribe link located at the bottom of the relevant email communication.
Account & Service Control · User right or choice
California direct-marketing disclosures can be requested from the DPO
California residents may request certain information about personal-data disclosures to Third Parties for direct marketing under the notice’s Shine the Light provision. Send the request to DPO@betterhelp.com. No additional statutory content is inferred.
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California's “Shine the Light” law (Civil Code Section § 1798.83) permits California residents to request certain information regarding our disclosure of personal information to Third Parties for direct marketing purposes. To make such a request, please send an email to DPO@betterhelp.com.
Account & Service Control · User right or choice
European Area residents have access, correction, erasure and portability rights
The supplement applies to EEA, UK and Swiss residents and identifies BetterHelp as controller. It describes subject access, correction where data is inaccurate, and erasure and electronic-data portability in certain circumstances. Rectification requests go to Member Success at contact@betterhelp.com; DPO@betterhelp.com is the general route for these rights. Erasure/access remain subject to the policy’s request procedures and legal exceptions; the notice does not promise unconditional deletion or transfer.
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This section provides additional information about our Policy relevant to you if you are from the European Economic Area (the EEA), United Kingdom, and Switzerland (together “European Area Countries”).
Under the European Area Countries' privacy laws, we are the Controller with respect to your data.
This section describes your rights if you are resident in the European Area Countries and explains how to exercise those rights.
Subject access request: See further how to exercise this right
Right to rectification: If the data we hold about you is inaccurate, you may request rectification. The data will be checked, and, where appropriate, inaccuracies will be rectified.
Right to erasure: In certain circumstances, you may be entitled to ask us to erase your data.
Right to data portability: In certain circumstances, you may wish to move, copy, or transfer the electronic data that we hold about you to another organization.
To exercise the rights in relation to your data set out in this section, please contact us at DPO@betterhelp.com.
Qualifications & exceptions
These rights are for residents in the EEA, UK and Switzerland; erasure and portability are conditional.
Account & Service Control · Procedure
UK and EU DPO contacts and supervisory complaints are provided
The notice provides UK DPO contact through Ametros Group Ltd, Lakeside Offices, Thorn Business Park, Rotherwas Industrial Estate, Hereford, Herefordshire, England HR3 5QW, phone 0330 223 2246 and dpo@ametrosgroup.com. The EU contact is Ametros Ltd, Unit 3D, North Point House, North Point Business Park, New Mallow Road, Cork, Ireland, gdpr@ametrosgroup.com. Under GDPR, readers can complain to the supervisory authority in their country of residence about personal-information use.
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You can contact our Data Protection Officer with questions, about this Policy, or about your data by writing to:
Attn: BetterHelp UK: Data Protection OfficerAmetros Group LtdLakeside Offices,Thorn Business ParkRotherwas Industrial EstateHereford, HerefordshireEnglandHR3 5QW0330 223 2246dpo@ametrosgroup.com
Attn: BetterHelp EU: Data Protection OfficerAmetros LtdUnit 3DNorth Point HouseNorth Point Business ParkNew Mallow Road, CorkIrelandgdpr@ametrosgroup.com
under GDPR you have the right to lodge a complaint with the supervisory authority in your country of residence if you have any concerns about our use of your personal information.
Account & Service Control · User right or choice
DPF rights include access, correction and certain opt-out opportunities
EU, UK and Swiss users may request access and correction/amendment/deletion where data is inaccurate or processed contrary to DPF principles. BetterHelp says it will offer an opt-out before controlled personal data is disclosed to an independent third party or used for a materially different purpose. Requests use the contact details provided in this notice.
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If you are located in the EU, UK or Switzerland, you have the right to request access to the Personal Data that we hold about you and request that we correct, amend or delete your Personal Data if it is inaccurate or processed in violation of the DPF Principles.
We will give you an opportunity to opt out where Personal Data we control about you is to be disclosed to an independent third party or used for a purpose that is materially different from those set out in this Privacy Policy.
Qualifications & exceptions
Correction/amendment/deletion is tied to inaccuracy or DPF violations; opt-out concerns independent third parties or materially different purposes.
Account & Service Control · User right or choice
Promotional and therapy-news messages have an anytime opt-out
BetterHelp may email promotions, discounts and therapy-related news/content. For organizational representatives it may send professionally relevant promotions and content. The policy says texts or marketing communications can be opted out of at any time.
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For example, we might email you to offer you special promotions or discounts. We might also email you to provide you with therapy related news or content that you might find interesting. You can opt out of receiving texts or marketing communications at any time.
If you engage with us in a professional capacity on behalf of an organization, such as a BetterHelp Business Account Administrator, then we might email promotions, discounts, and therapy-related news and content we think might be relevant to your organization.
Account & Service Control · Procedure
Erasure requests use account settings or Member Success, with identity checks
The policy describes rights to request erasure and a copy. To request erasure, use Menu > My Account/Account Settings > My Personal Information and follow the erasure link; a confirmation email is promised within 24 hours. Without account access or if the method fails, contact Member Success at contact@betterhelp.com; lawful rectification requests can also go there, with receipt confirmed within 24 hours. The policy also mentions an opt-out instructions page and help at DPO@betterhelp.com. Erasure requires verified identity, is usually free, and can have an exceptional reasonable fee discussed first. Legal retention exceptions still apply.
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As stated, you have certain rights under data protection laws, including the right to request that we erase personal data we hold about you, and the right to request a copy of it.
To request data erasure, please log in to your account and go to Menu > My Account (or Account Settings) > My Personal Information, where you will see a link to request complete erasure of your account.
You will receive a confirmation email from us within 24 hours of your request.
If you do not have access to your account or are having trouble with this method, you can directly contact Member Success at contact@betterhelp.com and they will assist you with the process.
Additionally, if, under applicable data protection laws, you have the right to request that data we hold about you be edited or rectified, you may make this request by contacting Member Success. You can expect to receive an email confirming receipt of your request within 24 hours.
Additionally you can visit our opt out instructions page to request erasure or to opt out of previous settings you have opted into.
We will only comply with a request for the erasure of your data if we can verify your identity. There is usually no charge. In exceptional circumstances, we may charge a reasonable fee after discussing the fee with you.
we have specific requirements that must be met in order for us to process your data erasure request.
Qualifications & exceptions
Identity verification and legal retention exceptions apply; receipt confirmation is distinct from completing erasure.
Cross-references
qualified by (model-proposed): A limited request log is kept for ten years — Fulfilling an erasure or other data request can still leave a limited request log for ten years for the stated compliance and legal reasons.
Requests need authority, verification information and enough detail
For requests through Member Success or the DPO, only the individual or an authorized representative may act; a parent may act for a minor depending on applicable law. Supply enough information to reasonably verify identity/authority and enough detail to understand, evaluate and answer the request.
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Only you or your authorized representative may make a request on your behalf. You may also make a request on behalf of your minor child depending on the applicable laws.
You must provide sufficient information that allows us to reasonably verify your identity or status as an authorized representative.
You must provide details that allow us to understand, evaluate, and respond to your request.
Account & Service Control · User right or choice
A summary data copy can be requested through account settings
Use Menu > My Account/Account Settings > My Personal Information to request a summary copy. It includes submitted contact details, questionnaire answers, worksheets, emergency contacts, sent therapist messages, journals and other personal information. Help-desk email interactions can also be requested at DPO@betterhelp.com. The policy says access requests cannot always be honored and refers back to its exceptions and handling process; this is not a promise of unrestricted access.
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To receive a summary copy of your data, please log in to your account and go to Menu > My Account (or Account settings) > My Personal information, where you will see an option to request a copy of your data.
The data you will receive as part of this request includes the contact information that you input on the site, questionnaire answers, worksheet entries, emergency contact information, messages you sent to your Therapist, journal entries that you created, and other personal information.
Additional data which we maintain includes email interactions with our help desk, which is stored on your email system.
As with data erasure, we are not always able to respect your request for data access.
Qualifications & exceptions
The policy applies exceptions to access requests and directs help-desk requests to its DPO.
Account & Service Control · User right or choice
California residents can request past-year details and inaccurate-data correction
After a verified request, California residents can obtain collection categories and sources, collection purposes, third-party recipient categories, specific collected information and business-purpose disclosures by recipient category for the past twelve months. Identity is verified by matching retained information or iOS FaceID biometrics. Inaccurate personal information can be corrected by request to DPO@betterhelp.com.
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Yes, as a California resident you can request certain information about what we have Processed over the past 12 months. Once we receive and verify your consumer request, we can provide:
The categories of personal information we collected about you.
The categories of sources for the personal information we collected about you.
Our business or commercial purpose for collecting that personal information.
The categories of Third Parties with whom we shared that personal information.
The specific pieces of personal information we collected about you.
Whether we disclosed your personal information for a business purpose and the personal information categories that each category of recipient obtained.
We will verify your identity by matching the information you provide with information that we maintain about you or via biometrics (specifically, FaceID via iOS). You also have the right to request that we correct personal information about you if it is found to be inaccurate. To make such a request, please send an email to DPO@betterhelp.com.
Qualifications & exceptions
Requests are verified; the disclosure period is the preceding twelve months.