After fulfilling a data-subject request, BetterHelp keeps contact details, supplied identity-verification documents if applicable, response steps and a response copy. It retains that log for ten years for compliance evidence, follow-up queries and defending legal claims.
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We keep a limited log of the request, such as your contact details (such as your email address), the identity-verification documents you provided (if applicable), the steps we took to respond, and a copy of our response.
We retain this information for 10 years for legitimate business or legal reasons, so that we can demonstrate compliance with US and international data protection laws and legal obligations, resolve any follow-up queries you may have, and defend legal claims.
Business data has its own three-year schedule and deletion route
BetterHelp automatically deletes an individual’s Business Data three years after the organization’s relationship ends, or three years after initial collection if no relationship existed. Earlier deletion can be requested via Update Email Preferences in the Business webpage footer or Business-email banner, then Delete my Data. Business Data is separate from Member Data: someone in both roles must use both processes, and each schedule applies only to its respective category.
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We automatically delete BetterHelp Business Data about an individual three years after either the end of their organization's relationship with BetterHelp, or the initial collection, if no such relationship existed.
To manually request the deletion of your BetterHelp Business data before the timeframes described above, please select the "Update Email Preferences" link located in the footer of the BetterHelp Business webpage, as well as the banner at the bottom of any BetterHelp Business email we send. On that linked webpage, please check the box next to "Delete my Data."
BetterHelp Business Data is not associated with BetterHelp Member Data.
For example, an Account Administrator who also uses BetterHelp as a Member would need to follow the process described in "Requesting Data Erasure..." to request the erasure of their Member data, and the process described in "BetterHelp Business: Requesting Data Erasure" to request the erasure of their BetterHelp Business Data.
Qualifications & exceptions
Business and Member schedules and procedures apply separately, including for a person in both roles.
Retention & Deletion · Context
Clinical record retention supports therapists’ legal and professional duties
The policy explains that therapists must keep full care records for a period after care ends and that subpoenas can require information sharing. As a general rule BetterHelp defers to the chosen therapist on producing psychotherapy notes/messages. This example does not supply a new numeric retention period beyond the schedule already described.
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In addition, Therapists are subject to certain legal requirements and professional obligations to have a full record and/or complete information of the care and services they provide you ("Clinical Health Record"), which must be retained for a certain amount of time following the conclusion of your care.
Keep in mind that, as a general rule, we defer to your chosen Therapist to decide to produce (or not produce) any psychotherapy notes or messages you have had with them.
Retention & Deletion · Company practice
Data can remain after cancellation or inactivity
BetterHelp states that applicable member data is kept for relevant service needs and legal requirements. Some categories remain after cancellation, inactivity or insurance membership ends to support reactivation, therapist history and platform operation. All members can request access or erasure without undue delay; erasure means permanent removal or obfuscation of identifiable data so nobody can access it. Actual periods depend on data type, therapy participation and whether erasure is requested.
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BetterHelp is committed to ensuring that all applicable Member data is retained only for the amount of time required to provide relevant products and services and in accordance with relevant legal requirements.
Certain categories of data are retained for a period of time after you cancel your Membership or your Membership becomes inactive or, under the Insurance Offering, you cease being an Insurance Member.
In addition to the data retention schedule outlined below, BetterHelp maintains a process for all Members (regardless of where they live) to receive and process, without undue delay, requests to erase or access their data.
In this Policy, data erasure is defined as the permanent removal or obfuscation of identifiable data
BetterHelp's data retention policies are based upon what data is being Processed1, whether or not the Member has participated in therapy, and if the Member proactively requested data erasure or if the erasure is triggered due to Platform inactivity
Retention & Deletion · Company practice
Without an erasure request, retention runs from the last login
For a member who has not started therapy and has not requested erasure, data is retained for three years after last login, then erased. If therapy has started and no request is made, the stated period is ten years after last login. Legal/regulatory preservation and compliance exceptions can limit erasure, so these are not unconditional deletion guarantees.
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Did not start therapy
Did not request data erasure
Your data is retained for 3 years after your last login date and is then erased.
Did start therapy
Did not request data erasure
Your data is retained for 10 years after your last login date and is then erased.
In some circumstances, legal or regulatory requirements limit our ability to honor erasure requests.
Subject to a litigation hold or legal request to preserve it.
Necessary to comply with laws and regulations and to maintain business integrity.
Qualifications & exceptions
Three years applies before therapy; ten years after therapy starts; both periods are measured from last login and remain subject to legal exceptions.
Requested erasure is faster, with ten-year record exceptions after therapy
Before therapy starts, requested erasure is stated to occur within 24 hours. After therapy starts, clinical records, communications such as complaints or deletion requests, and third-party PII-disclosure records are erased after ten years; other listed identifiable information is erased within 24 hours of the request. The ten-year sentence does not specify its start date. Requests require identity verification and are subject to preservation and compliance exemptions, including clinical records.
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Did not start therapy
Did request data erasure
Your data is erased within 24 hours of the erasure request.
Did start therapy
Did request data erasure
Your information which is classified as Clinical Health Record (See "What Specific Data are you Processing"), Communications (e.g. record of Member complaints or deletion requests), or disclosures of PII to Third Parties2 is erased after 10 years.
All other personal identifiable information in the following categories is erased within 24 hours of the erasure request: Visitor Data; Onboarding Data; Account Data; User ID; Transaction Data; Member Engagement Data; Therapy Data; Customer Service and Communications Data.
We will only comply with a request for the erasure of your data if we can verify your identity.
In some circumstances, legal or regulatory requirements limit our ability to honor erasure requests.
Clinical Health Record (described above) falls under this exemption.
Qualifications & exceptions
Clinical, specified communication and disclosure records have a ten-year exception after therapy; legal preservation and identity verification also apply.
Not stated here
The requested-erasure ten-year sentence does not state the event from which the ten years run.
Legal holds and compliance records can prevent requested erasure
BetterHelp may decline erasure for litigation holds or legal preservation requests, or information needed for law/regulation compliance and business integrity, including the Clinical Health Record. It also retains complaint and erasure/access-request communications and third-party personal-data disclosure records for compliance. If refusing, it says it will explain its reasons and rights-versus-obligations assessment; retained information is used only for purposes within the legally recognized exemption.
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In some circumstances, legal or regulatory requirements limit our ability to honor erasure requests. As such, we may decline requests for erasure if the information is:
Subject to a litigation hold or legal request to preserve it.
Necessary to comply with laws and regulations and to maintain business integrity.
Clinical Health Record (described above) falls under this exemption.
Additionally, compliance obligations require us to retain records documenting certain interactions you have with us related to your Membership.
Communications about complaints and erasure or access requests.
Disclosures of personal data to Third Parties.
If we don't intend to comply with a request, then we will tell you why this is the case, and outline how we weighed your rights and freedoms against our legal obligations. In such instances, any information retained will only be used for purposes contemplated under the legally recognized exemption.
Not stated here
Underlying disclosure records are not supplied; this list item describes their retention and does not identify each past recipient.
California deletion requests remain subject to listed necessary-use exceptions
A verified California request proceeds under the retention policy and legal requirements, with identity matching or biometrics. BetterHelp says it retains data needed for services/contract performance, security and fraud prevention, debugging, speech/other legal rights, legal compliance including California medical confidentiality rules, qualifying public-interest research with prior informed consent where deletion would seriously impair it, and other lawful internal uses compatible with the original context.
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Once your request is received and verified by matching the information you provide with information that we maintain about you or via biometrics, we'll move forward with the Process of deleting your information in line with our legal requirements and Retention Policy.
Provide you services, take actions reasonably anticipated within the context of our ongoing business relationship, or otherwise perform our contract with you.
Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.
Debug products to identify and repair errors that impair existing intended functionality.
Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.
Comply with applicable laws, including but not limited to, the California Electronic Communications Privacy Act (Cal. Penal Code § 1546 seq.) and information covered by the California Confidentiality of Medical Information Act.
Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information's deletion may likely render impossible or seriously impair the research's achievement, if you previously provided informed consent.
Make other internal and lawful uses of that information that are compatible with the context in which you provided it.
Qualifications & exceptions
Research retention requires prior informed consent and the stated public-interest, impairment and legal/ethical conditions.