BetterHelp tracks email delivery, opening and link clicks and logged-in activity such as login times, message counts/length/timing, live-session schedules/duration, and use of journals, goals and worksheets. This category excludes therapy content. Uses include tools, communications, quality, personalization and improvements, compliance, safety and promotions/reminders; the basis listed is legitimate interest.
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Supporting quotations
For emails we send, we collect usage data including whether you receive an email, open it, and click any links it contains.
When you log in to the Platform, we also collect usage data about activity conducted during that logged in session such as when a user logs in, the login timing, number and length of messages received or sent through the Platform, received or sent message timing, number and duration of live session scheduled or conducted, the number and timing of use of other features such as worksheets, journals, and goals.
This category does not include Therapy Data like the content of any messages sent or received by users, the content of any live sessions, or the content of journal entries, worksheets, or goals.
Facilitating therapy tools for you and your Therapist
Communicating with you
Monitoring and improving therapy quality
Personalizing your web or app experience
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Complying with laws
Protecting your safety and the safety of others
Send opportunities, promotions, news, updates and reminders about our services and your account
Legitimate Interest
Qualifications & exceptions
Therapy content is excluded from this category, rather than excluded from all collection.
Data Access & Collection · Company practice
Therapy communications are processed; session recording requires consent
BetterHelp processes written therapist communications, worksheets and journals to facilitate therapy. Optional audio messages are automatically transcribed. It says it does not record therapist audio/video sessions unless you consent. Listed purposes are therapy tools and legal compliance, on contract and legitimate-interest bases. This policy controls subscription data; insurance-member PHI follows the separate NPP.
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Supporting quotations
We Process written communications and related information users share with their Therapist to facilitate the therapy. This includes messages with Therapists, worksheets, and journal entries. Users may also choose to send audio messages which are automatically transcribed. We do not record the video or audio sessions with Therapists, unless you consent to such recording.
Facilitating therapy tools for you and your Therapist
Complying with laws
Performance of Contract
Legitimate Interest
Qualifications & exceptions
Audio-message transcription is distinct from consent-dependent recording of live audio/video sessions.
Feedback and attendance information support therapy quality and other uses
BetterHelp processes therapist ratings/reviews, switching or quitting actions and selected reasons, plus therapist availability, cancellations and no-shows. Uses include connection, tools, communication, quality monitoring, personalization and product improvement, and promotions/reminders; legitimate interest is the stated basis.
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Supporting quotations
We Process client feedback about their Therapist including, ratings and reviews of their Therapist, actions regarding switching Therapists or quitting therapy, and the reason selected by the client. We Process Therapist session availability, session cancellations and no-shows.
Connecting you with therapy services
Facilitating therapy tools for you and your Therapist
Communicating with you
Monitoring and improving therapy quality
Personalizing your web or app experience
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Send opportunities, promotions, news, updates and reminders about our services and your account
Legitimate Interest
Data Access & Collection · Company practice
Customer-service conversations are processed for support and related purposes
BetterHelp processes communications with its customer-service team for communication, service improvement, legal compliance and safety. The row lists performance of contract and legitimate interest.
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Supporting quotations
We Process communications users have with our Customer Service team.
Communicating with you
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Complying with laws
Protecting your safety and the safety of others
Performance of Contract
Legitimate Interest
Data Access & Collection · Company practice
Therapist recruitment and operation use identity, financial and professional data
BetterHelp processes therapist identity, bank details, government IDs, contact details, professional identifiers and credentials, expertise, education and work history to recruit, identify, match, credential, check, issue tax forms and pay therapists. It collects independent criminal-background verification depending on the credentialing country. Facial-scan consent is described as separate and outside this policy. Listed purposes also include services/tools, communications, personalization and improvement, compliance, safety, promotions and security; the row lists legitimate interest, contract and consent.
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Supporting quotations
In order to engage with Therapists who express an interest in working with us (such as individuals who provide information at in-person or online recruitment events), follow up with Therapists who applied to work with us on the status of their applications, to identify, match, credential, re-credential, run checks, issue 1099s and pay Therapists, we process Therapist information such as the Therapist's name, bank account information, gender, date of birth, governmental identification numbers (SSN/FEIN), e-mail address, phone number, address, NPI number (if applicable), license information, CAQH number (if applicable), and areas of interest/expertise/language, education, and job history.
Therapists may also separately and outside of this Policy, consent to using facial scans to assist logging them in and verifying their identity. Depending on the country in which you are credentialed, we collect our independent verification of criminal background check.
Connecting you with therapy services
Facilitating therapy tools for you and your Therapist
Communicating with you
Personalizing your web or app experience
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Complying with laws
Protecting your safety and the safety of others
Send opportunities, promotions, news, updates and reminders about our services and your account
Monitor and protect the security of the Platform
Legitimate Interest
Performance of Contract
Consent
Qualifications & exceptions
Criminal-background verification depends on credentialing country; facial-scan consent is outside this policy.
Data Access & Collection · Company practice
Business offering data administers eligibility and professional outreach
BetterHelp Business uses names, organization emails and issued IDs, organization name and size to administer group benefits and establish eligibility. It also processes professional contacts from demonstration requests, account administrators and event attendees. Product demos may be recorded and transcribed with consent. Listed uses include communications, improvement, compliance and promotions; bases are legitimate interest, contract and consent.
Details not recorded for this card
Supporting quotations
To facilitate these services, we need to have a way to administer benefits by confirming individuals are part of an organization and are therefore eligible to receive BetterHelp services.
Business owners who request a BetterHelp Business product demonstration;
HR managers responsible for overseeing their company's active BetterHelp Business account ("Account Administrator")
Conference attendees who attend a BetterHelp presentation or event, and provide information for additional outreach from our representatives.
Such data includes names, organization email addresses, unique identifiers or "IDs" issued by organizations, organization name, and organization size. With your consent, we may record and transcribe BetterHelp Business product demonstrations.
Communicating with you
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Complying with laws
Send opportunities, promotions, news, updates and reminders about our services and your account
Legitimate Interest
Performance of Contract
Consent
Qualifications & exceptions
Demo recording and transcription require consent.
Data Access & Collection · Company practice
Therapist activity metrics support connection and therapy tools
BetterHelp processes therapist login frequency/timing, live-session counts, message and word counts, and worksheet and shared-journal counts for therapy connection and tools. The bases listed are legitimate interest and contract.
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Supporting quotations
For Therapists, we process such data as number/times of Therapist logins to the Platform, the number of live sessions conducted by a Therapist, number of messages and words exchanged by a Therapist, number of worksheets shared by a Therapist, and number of journal entries shared with a Therapist
Connecting you with therapy services
Facilitating therapy tools for you and your Therapist
Legitimate Interest
Performance of Contract
Data Access & Collection · Company practice
The clinical record combines identification and treatment documentation
The Clinical Health Record includes the minimum information the therapist needs to identify a user and document services: internal notes and service dates, onboarding answers, selected account/contact and emergency details, and messages, worksheets and journal entries shared with the therapist. Listed bases are contract and legitimate interest. Insurance-member PHI remains governed by the separate NPP.
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Supporting quotations
We Process "Clinical Health Record" which is a record with the minimum information your therapist would need to identify you and document the services you received.
"Account data": Account name the user selects, phone number (if one is provided), email address, emergency contact details
"Therapy data": Dates of service, messages with therapist, worksheets, journal entries that are shared with therapist, therapist's internal notes
Performance of Contract
Legitimate Interest
Data Access & Collection · Company practice
Cookies and pixels support platform functions, analytics and optional advertising
The policy describes cookies as record-keeping files that can improve performance, personalize and support third-party tracking; pixels/beacons can report website/email use for analytics, ad optimization or tagging. BetterHelp uses its own tools for speed/safety, usage analysis, legal compliance and advertising. Optional analytics and advertising consent rules and therapy/PHI advertising exclusions elsewhere still apply. Its opt-out page is the stated route for tracking opt-out and removing prior cookies; the external instructions are not supplied.
Details not recorded for this card
Supporting quotations
A "cookie" is a small data file that is accessible within a folder on a computer, and it is used for record-keeping purposes.
A "web beacon" or "pixel" is a tiny and sometimes invisible image or embedded code, placed on a web page or email that can report your visit or use to a Third Party (as described above).
We use our own cookies and web beacons to deliver a faster and safer experience, to monitor and analyze usage, to comply with laws, and for advertising purposes.
Please 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
Analytics and third-party advertising remain opt-in under their specific rules; advertising exclusions remain applicable.
Not stated here
The linked opt-out instructions are not supplied; no detailed deletion or device steps are inferred.
Data Access & Collection · Company practice
Visits generate usage, device and identifier data
BetterHelp processes pages and features used, visit duration, errors, device/browser information and IP address. With advertising and web-beacon opt-in, it may process and share IP address, hashed email and external/internal identifiers with third parties, subject to availability in device settings. The table lists legitimate interest and consent as legal bases without allocating each one to an individual operation. The advertising-sharing rule excludes activity while logged in after therapy starts and/or PHI. Advertising opt-in still excludes retargeting and sharing member names/phones, diagnoses, questionnaire answers or private therapist communications with Third Party advertisers.
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Supporting quotations
When you visit the website, app, or Platform, we Process information like the particular pages visited or which features you interacted with, the amount of time on the website or app, site/app/Platform errors, information about the type of device and browser you're using, and IP address.
We may Process IP address, hashed email address, External Identifiers and Internal Identifiers (if available based on the settings of your device) and will share the information with Third Parties, if you opt in to Advertising (previously "Targeting cookies") and web beacons.
Legitimate Interest
Consent
If you opt in to Advertising cookies and web beacons (previously "Targeting cookies") some Visitor Data, excluding activity when you're logged in and have started therapy and/or PHI, may be shared for advertising purposes.
Even if you do opt in, we still do not engage in "retargeting" advertising.
Even if you opt in to Advertising cookies and web beacons, we still don't share information with Third Party advertisers like Member names, phone numbers, clinician diagnosis, questionnaires answers, sessions data, journal entries, messages, worksheets, or any other type of private communication you have with your Therapist on the Platform.
Qualifications & exceptions
Advertising sharing requires opt-in, depends on available identifiers, and retains the post-therapy activity, PHI, private-information and retargeting exclusions.
The onboarding questionnaire supports matching and wider service purposes
BetterHelp processes questionnaire answers about identity, reasons for therapy, preferences, interests and availability to match users with a therapist. Listed uses also include connecting services, improving therapy quality and products, personalization, legal compliance, safety, and account/service promotions and reminders. The table gives consent as the legal basis.
Details not recorded for this card
Supporting quotations
To create an account with the Platform, the user first fills out a questionnaire that includes questions about who you are, what led you to therapy, your preferences, your interests, your availability, etc.
We use the information above to match you with a therapist
Connecting you with therapy services
Monitoring and improve therapy quality
Personalizing your web or app experience
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Complying with laws
Protecting your safety and the safety of others
Send opportunities, promotions, news, updates and reminders about our services and your account
Consent
Qualifications & exceptions
Marketing messages can be opted out of at any time.
Data Access & Collection · Company practice
Account data includes contact, demographic and possible insurance information
After account creation, BetterHelp processes the chosen account name, demographic and contact details, email-verification status and emergency contacts. It may ask about insurance and the plan. Listed purposes are therapy tools, communications, personalization, product improvement, compliance, safety and platform security; legal bases are performance of contract and legitimate interest. Subscription users may use a nickname and an email without their name, but need an email and emergency contact details when starting therapy; therapists may request more under licensing rules.
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Supporting quotations
Once a user creates an account with the Platform, we Process data such as the account name the user selects, and other demographic and contact information, such as email, age, phone number, emergency contact details, and whether a user verifies their email address. We may ask a user if they have insurance and, if so, what plan they have.
Facilitating therapy tools for you and your Therapist
Communicating with you
Personalizing your web or app experience
Helping us understand how you use our services, how we can improve our products and services to make them more effective and convenient, and offer you new features
Complying with laws
Protecting your safety and the safety of others
Monitor and protect the security of the Platform
Performance of Contract
Legitimate Interest
You may pick any name or “nickname” which will identify you in the system.
Your Therapist may request additional specific information about you as required by their license or other accreditation guidelines.
Qualifications & exceptions
Nickname choice applies to the Subscription Offering; it does not remove email or emergency-contact collection.
IP-based rough location is processed; exact GPS location is not requested
BetterHelp uses IP address to infer rough location for personalization and state/country autofill. It says it does not request or process exact location such as phone GPS. Separately, it processes the address supplied for emergency contacts when therapy starts to meet therapy rules and for potential danger situations, and may use rough location for address suggestions.
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Supporting quotations
We process your IP address to determine your rough location so that we can personalize the platform for you.
For example we auto populate your state (if applicable) and country when you are completing our onboarding questionnaire.
We do not request or process exact location information such as information provided by your phone via GPS.
We Process your address information when you provide it as part of your emergency contact information when you start therapy on the Platform. Your contact information is required to comply with therapy regulations and ethical code. It can be used, for example, in case your Therapist believes you are in immediate danger.
Qualifications & exceptions
The no-exact-location statement does not exclude an emergency address you provide.
California disclosures list categories that may have been collected
The California notice says the referenced data may fall in statutory categories and that BetterHelp may have collected identifiers, customer-record information, protected characteristics, commercial information, biometric information, internet/network activity, geolocation, sensory information, sensitive personal information, professional/employment information and non-public education information. These are broad category disclosures, not a statement that every category is collected from every person or that precise GPS is collected.
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Supporting quotations
The data referenced at those links may fall in certain defined categories under the CCPA and CPRA. Accordingly, we may have collected:
Identifiers;
Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e));
Protected classification characteristics under California or federal law;
Commercial information;
Biometric information;
Internet or other similar network activity;
Geolocation data;
Sensory data;
Sensitive Personal Information;
Professional or employment-related information; and
Non-public education information (per the Family Educational Rights and Privacy Act (20 U.S.C. Section 1232g, 34 C.F.R. Part 99)).
Qualifications & exceptions
Collection is described as possible and depends on the specific data and offering.