The policy covers information linked to a person or household
Data includes identifiers, contact details and communications with therapists. Using the app or website is stated to accept this policy and the linked Terms, including certain sharing with service providers. The linked Terms are outside this supplied policy.
Details not recorded for this card
Supporting quotations
For purposes of this Policy and unless otherwise specified, "data" includes information that is linked to one person or household
When you use and access our app or website, you accept and agree to both the Terms and Conditions and this Privacy Policy, including that we'll share certain data with Service Providers.
Not stated here
The linked Terms and Conditions are not supplied; their substantive obligations cannot be described here.
Legal Rights & Agreement Rules · Restriction or exception
Insurance PHI and subscription data follow different notices
In the US, the insurance offering is available when appropriate and providers are in-network with the health plan. Insurance-member PHI, including therapy data and other data after login, follows the associated provider-group NPP instead of this policy. For subscription members this policy controls and the NPP does not apply. Where data is HIPAA PHI, the NPP supersedes conflicting practices. The linked NPP is not supplied, so its detailed rights and practices are outside this analysis.
Details not recorded for this card
Supporting quotations
To the extent any data is considered protected health information (“PHI”) under The Health Insurance Portability and Accountability Act of 1996 (“HIPAA”), the Notice of Privacy Practices (“NPP”) of our associated provider groups will apply and supersede any conflicting practices set forth in this document.
First, the ability to pay using your health insurance, when appropriate, if the BetterHelp providers are in-network with your health plan ("Insurance Offering").
This Privacy Policy will not be applicable to your PHI, which includes therapy data and other data after you log in.
If you are a member of our Subscription Offering ("Subscription Member"), then this Privacy Policy is the controlling document that outlines how we may use data associated with you, and the NPP does not apply.
Qualifications & exceptions
Insurance eligibility depends on provider network and appropriateness; the NPP governs insurance-member PHI.
Not stated here
The linked NPP is not supplied; its detailed PHI handling rules and rights cannot be described here.
BetterHelp may update the policy and says significant changes will be notified through its website or app when you log in. It encourages periodic review. This stored version is effective October 14, 2026.
Details not recorded for this card
Supporting quotations
Last Updated and Effective: October 14, 2026
When we make significant changes to this Policy, we will notify you through our website or app when you log in to your account.
Use & Processing · Context
User ID processing lists contract and legitimate-interest bases
The User ID row lists performance of contract and legitimate interest as legal bases; it does not allocate each basis to a particular listed purpose.
Details not recorded for this card
Supporting quotations
Performance of Contract
Legitimate Interest
Charges & Financial Obligations · Company practice
Transaction records include trials, discounts, refunds and registrations
BetterHelp processes payment completion, trial starts and ends, financial aid and discounts, extensions and refunds, and whether a visitor registered. Listed uses include therapy services/tools, communications, quality, personalization and improvement, compliance, safety, and promotions/reminders. The row lists contract and legitimate interest as legal bases.
Details not recorded for this card
Supporting quotations
We Process data about payment transactions on the Platform such as whether a user completed payment for our services, signed up for services using a trial offer, canceled or ended a trial, received a discount or financial aid, or received any extensions or refunds. We also process whether a visitor has registered to create an account.
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
Complying with laws
Protecting your safety and the safety of others
Send opportunities, promotions, news, updates and reminders about our services and your account
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.
Details not recorded for this card
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.
Details not recorded for this card
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.
Details not recorded for this card
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.
Details not recorded for this card
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.
Details not recorded for this card
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.
Details not recorded for this card
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.
Details not recorded for this card
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
Retention & Deletion · Company practice
A limited request log is kept for ten years
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.
Details not recorded for this card
Supporting quotations
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.
Details not recorded for this card
Supporting quotations
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.
Security & Safeguards · Company commitment
The policy describes encryption, security monitoring and HITRUST certification
BetterHelp says it applies industry standards and strives for best practices while acknowledging inherent internet-service risk. It describes HITRUST certification, a security team and internal tests, 256-bit member/therapist message encryption, multiple Tier 3 AWS centers, modern TLS, encrypted/scrambled databases, and automated/human monitoring with security personnel on a 24/7 rotation. These are the policy’s stated measures, not a guarantee against incidents.
Details not recorded for this card
Supporting quotations
We apply industry standards and strive to apply best practices to prevent any unauthorized access and disclosure. Internet-based services carry inherent security risks
Our Platform is certified by HITRUST - one of the most recognized data security certification programs in the health industry.
We have an Information Security team who test internal security at BetterHelp to try and anticipate threat actors and act defensively to build processes and infrastructure to prevent incidents and attacks.
All messages between a Member and their Therapist are secure and have 256-bit encryption.
Our servers are distributed across multiple Tier 3 AWS Data Centers for optimal security and protection.
Our browsing encryption system (TLS) follows modern best practices.
Our databases are encrypted and scrambled rendering them useless in the unlikely event that they are stolen or inappropriately retrieved.
We have robust monitoring and alerting systems and procedures in place that include both automated systems and humans. For example, there are always security personnel active in our 24/7 rotation.
BetterHelp says it will not seek credentials in insecure or unsolicited messages
The policy says BetterHelp will never request login or credit-card information through non-secure or unsolicited communications. It advises checking that account information is entered in its secure system.
Details not recorded for this card
Supporting quotations
We will never request your login information or credit card information in any non-secure or unsolicited communication. You should always be diligent when you are asked to provide your account information and make sure it is in our secure system.
Legal Rights & Agreement Rules · Restriction or exception
External links do not establish control or endorsement
The platform may link to other sites/services whose policies and terms BetterHelp does not control. A link is not an endorsement, authorization or representation of affiliation or of the external party’s privacy/security practices.
Details not recorded for this card
Supporting quotations
We do not control external websites, and do not have control over their privacy policies and terms of use. The fact that we link to a website is not an endorsement, authorization, or representation of our affiliation with that external party or of their privacy and security policies or practices.
Account & Service Control · User right or choice
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.
Details not recorded for this card
Supporting quotations
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.
Therapy correspondence can be reviewed internally, with differing consent language
You and your therapist can see messages and submitted worksheets; the therapist sees shared journals on opt-in. A licensed Clinical Operations therapist may review correspondence for quality assurance, such as care concerns. This section does not state a consent condition, while the later quality-monitoring example says “If you consent.” The policy does not expressly reconcile these formulations, so this analysis does not infer that all quality review is either unconditional or always requires separate consent. Trust and Safety or Legal teams may review specific accounts for suspected security, legal or fraud issues.
Details not recorded for this card
Supporting quotations
You and your Therapist are able to see the messages you send, the worksheets you submit. Your Therapist can also see the journal entries you submit if you opt in to sharing journal entries.
A licensed Therapist who is employed as part of the BetterHelp Clinical Operations Team may review correspondence with your Therapist for quality assurance purposes.
In addition, our internal Trust and Safety or Legal teams may review correspondence for specific accounts if we have a reason to believe that there is a security, legal, or fraud issue occurring with that specific account.
If you consent, a licensed Therapist who is employed as part of the BetterHelp Clinical Operations Team may review correspondence with your Therapist for quality assurance purposes.
Qualifications & exceptions
Journal visibility to the therapist requires sharing opt-in; specific-account safety/legal review depends on a suspected issue.
Not stated here
The quality-review paragraph and later consent-qualified example are not expressly reconciled; a universal consent rule cannot be determined from these passages.
Cross-references
contrast (model-proposed): Third-party sharing and live-session recording have consent limits — Promises limiting defined Third Party sharing coexist with internal review of therapy correspondence. These are different recipients; the quality-review passages’ differing consent language is disclosed, not resolved into a universal rule.
Sharing & Disclosure · Company commitment
Third-party sharing and live-session recording have consent limits
The policy says therapist messages are not shared with a defined Third Party and live sessions are not recorded unless you expressly consent; message/session timing is also not shared with a Third Party. Its definition excludes service providers, therapists and other specifically named parties, so this is not a promise that nobody else can access correspondence. Internal quality/safety review and legally required disclosures remain separately described.
Details not recorded for this card
Supporting quotations
Messages with your Therapist are not shared with any Third Party2, and your live sessions are not recorded, unless you expressly consent. We also do not share when you send a message, or have a session with your Therapist, with any Third Party.
For the purposes of this Policy, a Third Party means an entity that is not BetterHelp, not a Service Provider, not a Therapist or any other parties that are specifically called out in this Policy.
Your data may be shared to comply with applicable laws.
Qualifications & exceptions
Third Party is a defined, limited class; internal review and legal disclosure provisions still apply.
Cross-references
contrast (model-proposed): Therapy correspondence can be reviewed internally, with differing consent language — Promises limiting defined Third Party sharing coexist with internal review of therapy correspondence. These are different recipients; the quality-review passages’ differing consent language is disclosed, not resolved into a universal rule.
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.
Details not recorded for this card
Supporting quotations
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.
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.
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.
Details not recorded for this card
Supporting quotations
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.
Legal Rights & Agreement Rules · Context
The California supplement addresses CCPA and CPRA rights
The California notice supplements the general policy for CCPA/CPRA compliance. It describes California residents’ rights over the preceding twelve months’ collection categories and use/disclosure purposes, and correction of personal information. Its later detailed rights and exceptions remain controlling.
Details not recorded for this card
Supporting quotations
This Privacy Notice for California Residents supplements the Privacy Policy to comply with the California Consumer Privacy Act of 2018 ("CCPA") and the California Privacy Rights Act ("CPRA") of 2020.
The CCPA and the CPRA are California laws that provide its residents with certain rights over information about them, including notice about the categories of personal information we have collected from them in the preceding twelve (12) months and the purposes for which the information is used or disclosed, and correction of personal information.
Sharing & Disclosure · User right or choice
California readers can decline advertising-cookie sale sharing
The notice says readers need not opt into a sale of their personal information and points to withdrawing advertising-cookie consent through the opt-out page. It also says the websites are designed to implement a do-not-sell privacy preference. It does not identify a specific browser signal or promise a particular implementation here.
Details not recorded for this card
Supporting quotations
As noted above, you do not need to opt in to the “sale” of personal information about you by withdrawing your consent to accept cookies used for advertising here. Our websites are also designed to implement a do-not-sell privacy preference.
Not stated here
The linked opt-out page is not supplied; a specific preference-signal protocol and detailed steps are not stated here.
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.
Details not recorded for this card
Supporting quotations
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.
Details not recorded for this card
Supporting quotations
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.
Use & Processing · User right or choice
European objections depend on the processing basis
European Area residents may object to direct marketing and continued processing based on consent. For legitimate-interest processing, give specific reasons: BetterHelp considers them but may continue for compelling legitimate grounds and says it will explain its decision. Objecting to some processing can affect service availability.
Details not recorded for this card
Supporting quotations
You may object to your data being used for direct marketing. You may object to the continued use of your data in any circumstances where we rely upon consent as the legal basis for Processing it.
Where we rely upon legitimate interests as the legal basis for Processing your data, you may object to us continuing to Process your data, but you must give us specific reasons for objecting.
We will consider the reasons you provide, but if we consider that there are compelling legitimate grounds for us to continue to Process your data, we may continue to do so. In that event, we will let you know the reasons for our decision. In some instances, objecting to certain Processing may impact our ability to provide you with services.
Qualifications & exceptions
For legitimate interests, specific reasons are required and compelling grounds may allow processing to continue.
Inference & Profiling · Company practice
Limited profiling is described as based on legitimate interests
The European supplement says limited data supports platform operation and profiling to support and grow the business on legitimate-interest grounds. Residents who object can exercise the stated rights; this does not describe every automated decision or its effects.
Details not recorded for this card
Supporting quotations
We use limited data to operate the Platform and to carry out certain profiling activities to support and grow our business. When doing so, we rely upon our legitimate interests as the lawful basis for Processing your data, and you may exercise the above rights if you do not wish us to Process your data in this way.
Not stated here
The passage does not specify the full profiling logic or individual outcomes.
Sharing & Disclosure · Company practice
EU data goes to US servers; other transfers require safeguards or derogations
BetterHelp says EU data is transferred to US servers on its EU-US Data Privacy Framework certification. It may also transfer data to organizations in countries without a GDPR adequacy decision, using appropriate safeguards such as standard contractual clauses or specific derogations, with contract necessity and informed specific consent given as examples. The statement of certification is the policy’s own, not an independent verification.
Details not recorded for this card
Supporting quotations
We transfer data from the EU to the U.S because our servers are located in the US.
The legal basis for this transfer is the EU-U.S. Data Privacy Framework (DPF), which has been recognized by the European Commission as providing adequate protection for personal data transferred to participating US companies.
Our company is certified under this framework
Additionally, we may transfer your data to organizations based in countries that have not been granted an adequacy decision under the General Data Protection Regulation.
Where data is transferred to such countries, we shall ensure that appropriate safeguards are used to do that (such as by using standard contractual clauses with those vendors) or specific derogations have been established (for example where the data transfer is necessary in order to fulfill a contract between us and yourself, where we have received your specific consent after having made you aware of any risks involved, etc).
Qualifications & exceptions
Transfers to countries without adequacy require safeguards or established derogations.
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.
Details not recorded for this card
Supporting quotations
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.
Sharing & Disclosure · Company practice
The non-US/UK/EU notice describes predominantly US processing
The supplementary notice for residents outside the US, UK and EU says data is transferred out of many visitors’ home countries and predominantly used, accessed and processed in the US. BetterHelp considers its safeguards substantially similar to or exceeding non-US privacy requirements, cites DPF certification and says specific safeguards are established for vendors outside the US. This is the company’s assessment, not a finding of equivalent protection everywhere.
Details not recorded for this card
Supporting quotations
As a part of our standard business practices, data is transferred outside of many visitors' countries of residence and predominantly used, accessed and processed within the U.S.
BetterHelp considers that this has the effect of protecting user information in a way that, overall, is at least substantially similar or in many ways exceeds non-US data privacy legal requirements.
To the extent we contract with vendors who are outside of the U.S, we ensure that specific safeguards have been established to protect that data.
Legal Rights & Agreement Rules · Company commitment
DPF principles govern conflicts for covered European-origin data
BetterHelp states compliance/certification under the EU-US DPF, UK Extension and Swiss-US DPF for data received from the EU, UK including Gibraltar, and Switzerland. If the policy conflicts with those principles, the principles govern. The certification website is linked, but its text and independent certification evidence are outside this supplied source.
Details not recorded for this card
Supporting quotations
BetterHelp complies with the EU-U.S. Data Privacy Framework ("EU-U.S. DPF"), the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. Data Privacy Framework ("Swiss-U.S. DPF") as set forth by the U.S. Department of Commerce (collectively "the Data Privacy Framework").
BetterHelp has certified to the U.S. Department of Commerce that it adheres to the EU-US DPF Principles with regard to the processing of Personal Data received from the European Union, and the United Kingdom (and Gibraltar) and to the Swiss-US DPF Principles with regard to the processing of Personal Data received from Switzerland. If there is any conflict between this Privacy Policy and the DPF Principles, the DPF Principles shall govern.
Qualifications & exceptions
The priority statement concerns the covered DPF principles and data.
Not stated here
The linked framework/certification site is not supplied; certification is reported as the policy’s statement.
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.
Details not recorded for this card
Supporting quotations
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.
Legal Rights & Agreement Rules · Procedure
DPF complaints go first to BetterHelp, with conditional arbitration after other routes
EU, UK and Swiss individuals should first contact DPO@betterhelp.com for DPF-related data complaints. BetterHelp says it will investigate and attempt resolution within 45 days, is subject to FTC enforcement/sanctions, and will comply with applicable European DPAs. The notice links EU, UK and Swiss supervisory contacts and commits to resolving DPF transfer complaints. Binding arbitration may be available under certain conditions after other dispute processes are exhausted; those detailed conditions are on an unsupplied external site.
Details not recorded for this card
Supporting quotations
We will investigate and attempt to resolve any DPF Principles-related complaints within 45 days.
EU, UK and Swiss individuals with inquiries or complaints regarding our handling of Personal Data received in reliance on the DPF Principles should first contact BetterHelp at DPO@betterhelp.com
BetterHelp is also subject to the enforcement, and sanctioning powers of the FTC and will comply with the applicable Data Protection Authorities (DPAs) in regard to BetterHelp's processing of personal data that we receive from the EU, or UK, and Switzerland.
Contact details for EU DPAs can be found at:
Contact details for the UK Information Commissioner's Office can be found at:
Contact details for the Swiss Federal Data Protection and Information Commissioner can be found at:
BetterHelp commits to resolving complaints about our collection, use or handling of personal data transferred to the U.S pursuant to DPF principles.
Under certain conditions, more fully described on the DPF website, you may be entitled to invoke binding arbitration when other dispute resolution procedures have been exhausted.
Qualifications & exceptions
The 45 days is an investigation/attempt commitment; arbitration is conditional and follows exhaustion of other processes.
Not stated here
The linked DPF website is not supplied, so the full arbitration eligibility and procedure cannot be stated.
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.
Details not recorded for this card
Supporting quotations
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.
Security & Safeguards · Permission or license
Suspected immediate danger or privacy infringement may prompt investigation or contact
If BetterHelp has reason to believe someone may be in immediate danger or privacy has been infringed, it may use information to investigate or contact the individual or appropriate authorities where legally appropriate/permitted. The permission depends on the stated concern and legal condition.
Details not recorded for this card
Supporting quotations
For example, if we have reason to believe that you or any other person may be in immediate danger or your privacy has been infringed upon, we may use the information to investigate or reach out to you or the appropriate authorities if it is legally appropriate/permitted to do so.
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.
Details not recorded for this card
Supporting quotations
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.
Use & Processing · Restriction or exception
Service-provider data use includes specified services and limited ancillary purposes
The definition limits provider data use to contracted services or reasonably necessary legal/regulatory/process compliance, fraud/security prevention, debugging and internal technological research/demonstration of BetterHelp products/services. Research must be reasonably necessary and proportionate to the data-sharing purpose. Directed processing and restricted onward disclosure to bound subcontractors remain applicable.
Details not recorded for this card
Supporting quotations
Data that is Processed on our behalf is required to be done only at our direction - no other person or company can authorize it.
The data obtained by Service Providers from their relationship with us must only be used for performing the services specified in our agreement with them, or as reasonably necessary to perform one or more of the following:
Comply with applicable law, regulation, or legal process;
Detect, prevent or mitigate fraud or security vulnerabilities;
Debug to identify and repair errors impairing existing intended functionalities; and/or
Conduct internal research for technological development and demonstration of our products or services, if such use is reasonably necessary and proportionate to achieve the purpose for which the data was shared.
Qualifications & exceptions
Ancillary uses must be reasonably necessary; internal research must also be proportionate to the sharing purpose.
Cross-references
qualifies (model-proposed): Service providers receive data to operate and support the platform — Provider use includes contracted services and the definition’s reasonably necessary ancillary uses, with directed-processing and onward-disclosure restrictions retained.
External and internal identifiers describe who issues or hosts the identifier
External Identifiers belong to or are issued by entities outside BetterHelp, including providers or Third Parties, with click, cookie and device identifiers as examples. Internal Identifiers are unique to users and issued by, belonging to or hosted on-premises by BetterHelp, including user IDs, hashed user IDs and first-party analytics identifiers. These labels alone do not establish an advertising permission.
Details not recorded for this card
Supporting quotations
An identifier issued by or belonging to an external entity that is not BetterHelp (such as a Service Provider or Third Party) such as a “click” identifier, a cookie identifier or device identifier.
Examples of External Identifiers are the Google Click ID, Google Advertising ID, IDFA, Meta Click ID, and the TikTok click ID.
An identifier issued by, belonging to or hosted on-premises by BetterHelp that is unique to a user. Examples of Internal Identifiers are User ID's (and hashed User ID's) and internal identifiers issued to conduct internal first-party analytics.
Security & Safeguards · Company practice
Security processing supports access controls, fixes and abuse detection
BetterHelp may process data for account access controls/challenges, security patches and bug fixes, abuse tracking, incident prevention/detection, protection against malicious, deceptive, fraudulent or illegal activity, and prosecution of those responsible. This describes purposes, not a guarantee that breaches cannot occur.
Details not recorded for this card
Supporting quotations
For example, we process certain data to make sure only you are able to access your account, and to place controls or challenges to prevent unauthorized access.
We may also process some of your data when issuing security patches and bug fixes in order to address security risks.
We may also process your data to track potential abuse on the platform, prevent and detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.
Use & Processing · Company practice
Service processing and optional marketing have different conditions
BetterHelp processes data to operate the platform and send service messages. Marketing communications depend on applicable law and can be opted out of at any time. Third-party advertising processing and sharing requires opt-in. The collected data depends on use and, in the US, insurance versus subscription membership. Therapy Data includes health and treatment information needed for therapy. 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.
Details not recorded for this card
Supporting quotations
Other times, if permissible under applicable law, they are to provide marketing communications. You can opt out of receiving texts or marketing communications at any time. Additionally, provided you opt in, we may Process and share some data with Third Parties2 for advertising purposes.
What data we Process depends on how you're using our website, app, or the Platform and, if you are in the US, whether you are an Insurance Member or Subscription Member.
As highlighted in the table below, we collect and Process “Therapy Data“, which includes health and treatment information that is required to facilitate therapy.
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
The policy/NPP scope boundary applies to insurance-member PHI.
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.
Details not recorded for this card
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.
Details not recorded for this card
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.
Every user and therapist account receives a unique sequential ID
The unique sequential user ID is needed for platform operation. Its listed uses span therapy connection and tools, communications, quality monitoring, personalization and product improvement, legal compliance, safety, service promotions/reminders and platform security.
Details not recorded for this card
Supporting quotations
We assign each user (including Therapists) who create an account a sequentially-generated user ID. User IDs are unique to each account and are required in order to enable the Platform to function.
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
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
Use & Processing · Company practice
Therapist data supports recruitment, matching, checks, payment and feedback
For therapists and recruits, BetterHelp may process therapist, quality, engagement, user-ID, onboarding and account-registration data to recruit/onboard, operate and match clients based on preferences, facilitate communication, verify identity and secure accounts, run credentialing checks, pay and comply with tax laws, provide statistics and feedback, and send opportunities, reminders and updates by email, calls or SMS. The stated bases are legitimate interest, contract and consent.
Details not recorded for this card
Supporting quotations
If you're a Therapist on our Platform, or being recruited to join us, in addition to the above, we may Process Therapist Data, Therapy Quality Data, Therapist Engagement Data, User ID, Onboarding Data, Account Registration Data to:
Assist in the Therapist recruitment process and onboard you to the Platform;
Operate the Platform, match clients to you based on your preferences, and facilitate the communication between you and your clients;
Verify your identity and secure your account;
Run background checks and other screening required for credentialing and re-credentialing purposes;
To pay you and comply with all relevant tax laws;
Provide you quality statistics, feedback from our BetterHelp Clinical Operations team, and feedback from clients.
Offer you information about new features, opportunities, perks and other incentives.
Send you email, calls or SMS reminders, notifications & updates about your application, profile or account.
The legal basis for processing the above data for Therapists on our Platform (or for the purposes of recruiting them) are legitimate interest, performance of a contract, and consent.
Sharing & Disclosure · User right or choice
Therapist profiles may be promoted through an optional Profile Boost program
Profile Boost shares the client-facing therapist profile with Google Search Ads and directory partners to drive prospective clients to that profile. Therapists can opt out at any time; details and a self-service opt-out are on the Expertise and Preferences page of their dashboard after signup.
Details not recorded for this card
Supporting quotations
The Profile Boost Program is an optional feature which shares the client-facing profile of BetterHelp Therapists with Google Search Ads and Directory partner websites, for the purpose of driving users to your profile and bringing you new clients. This Program is optional, and Therapists may opt-out at any time.
Additional information about the Profile Boost Program, and the self-serve opt-out feature, is available on the Expertise and Preferences page of your Therapist Dashboard once you sign-up.
Sharing & Disclosure · Restriction or exception
Opt-in advertising sharing excludes post-therapy logged-in activity and PHI
BetterHelp shares operational data with service providers and certain data with third parties when sharing is opted into. Its advertising-cookie/web-beacon rule permits some Visitor Data to be shared for advertising on opt-in, excluding activity while logged in after starting therapy and/or PHI. This is narrower than a permission to share all user data. Advertising opt-in still excludes retargeting and sharing member names/phones, diagnoses, questionnaire answers or private therapist communications with Third Party advertisers.
Details not recorded for this card
Supporting quotations
In addition to processing, we also share some data with Service Providers12 in order for us to operate the Platform and to perform necessary website and application functions. Additionally, when you opt into sharing, we share certain data with Third Parties.
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 opt-in does not permit retargeting or disclosure of listed member and therapist-private information to advertisers.
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.
Details not recorded for this card
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.
Emergency address and IP-derived location serve different needs
BetterHelp processes an address supplied as emergency-contact information at therapy start to meet therapy regulations and ethical requirements and for potential immediate-danger situations. Rough IP location may help autocomplete it. ReCAPTCHA also processes IP-derived rough location to identify potentially malicious visitors. This sits alongside the policy promise not to request or process exact GPS location.
Details not recorded for this card
Supporting quotations
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. When you are filing out this field, we may process your rough location to provide autocomplete suggestions for your convenience.
Rough location using your IP address is also Processed by the ReCAPTCHA security API tool we use. ReCAPTCHA is a Service Provider we use to identify potentially malicious actors trying to access our site.
We do not request or process exact location information such as information provided by your phone via GPS.
AI supports service features, with an exception for therapy-data training
BetterHelp uses AI and natural-language-understanding algorithms alongside human processing to develop and support services, including detecting security risks, assisting support agents and helping therapists manage/document sessions. It says models are reviewed thoroughly or built internally, and Therapy Data such as session data, journals, messages and worksheets is not used to train AI/NLU models unless you agree otherwise. This is a training restriction, not a promise of no AI processing.
Details not recorded for this card
Supporting quotations
We use Artificial Intelligence (AI) and Natural Language Understanding (NLU) algorithms to support and develop features to provide you services and improve the quality of the services.
For example, we may use AI features to detect security risks, synthesize information for customer service agents, and help therapists manage and document sessions more effectively.
To help ensure these tools remain fair and accurate, as well as protect the privacy of our Members and Therapists, we either thoroughly review a model or build it internally and, unless you agree otherwise, do not use any Therapy Data, such as sessions data, journal entries, messages, worksheets, or any other type of private communication you have with your Therapist in a session to train an AI or NLU model.
Qualifications & exceptions
The therapy-data training restriction can change if you agree otherwise.
Sharing & Disclosure · Permission or license
Applicable law may require disclosure, generally with therapist decisions on therapy records
BetterHelp may share data to comply with applicable law, such as subpoenas. As a general rule it defers to the chosen therapist on producing psychotherapy notes or messages, and encourages early discussion of disclosure obligations. This is not an absolute confidentiality promise or a statement that every request requires production.
Details not recorded for this card
Supporting quotations
Your data may be shared to comply with applicable laws.
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.
Qualifications & exceptions
Deferral to the therapist is described as a general rule.
Selected parent-company employees may handle data for support
A select number of parent-company employees may occasionally handle data for support, under strict confidentiality duties. An example is routing subpoenas or legal correspondence to BetterHelp’s legal team.
Details not recorded for this card
Supporting quotations
Occasionally, your data may be handled by a select number of employees who are part of our parent company for support services. These employees are under strict duties of confidentiality.
Sharing & Disclosure · Company practice
Service providers receive data to operate and support the platform
BetterHelp may share certain data for limited operational services: hosting such as AWS, audio/video/group tools, customer support, email communications, marketing agencies, billing/payments such as Stripe, analytics, advisers/lawyers and safety/security. Stripe may receive therapist email, name and tax-ID information for payments and tax documents. Providers are described as using data only at BetterHelp’s direction and disclosing identifiable data only to BetterHelp or their own subcontractors bound to processing terms no less restrictive. These restrictions distinguish provider marketing work from optional third-party advertising sharing. The definition also permits reasonably necessary legal compliance, fraud/security prevention and debugging, plus internal technological research/demonstration that is reasonably necessary and proportionate to the sharing purpose.
Details not recorded for this card
Supporting quotations
that provide limited services that help us operate the Platform. Examples include:
Data hosting and storage providers: For example, cloud hosting providers such as Amazon Web Services (AWS).
Technology Service Providers: For example, we sometimes integrate tools into our Platform which give our Platform more functionality, like technology that helps us provide live audio, video and group meetings.
Customer Service Providers: For example, we use a tool that helps keep track of requests and questions from our Members, visitors and Therapists in a secure way.
Email management and communication Service Providers: For example, we may use a tool that makes reaching out to you easier for us and more convenient for you.
Remember that Service Providers can only legally use data at our direction - no other person or company can authorize how they use it and they cannot disclose data that is individually identifiable to any other person or company, other than to us or the Service Providers' own subcontractors provided that they're bound to data Processing terms that are no less restrictive than the Service Provider's terms.
Marketing and advertising Service Providers: For example, we may partner with an agency to run a marketing campaign or to help us better understand how to run our own campaigns to reach more people who may be interested in starting therapy.
Stripe also assists us in paying Therapists and issuing tax documents to them. For this purpose, we may share email addresses of Therapists with Stripe and other data that is needed to pay Therapists such as a Therapist's name and tax ID.
Reporting and analytics Service Providers: For example, we might use a service to help us keep track of which pages and features are most used on our site.
Advisors and lawyers: To assist with business matters.
We may share some of your data with Service Providers to ensure the safety and security of the Platform and that of our users.
The data obtained by Service Providers from their relationship with us must only be used for performing the services specified in our agreement with them, or as reasonably necessary to perform one or more of the following:
Comply with applicable law, regulation, or legal process;
Detect, prevent or mitigate fraud or security vulnerabilities;
Debug to identify and repair errors impairing existing intended functionalities; and/or
Conduct internal research for technological development and demonstration of our products or services, if such use is reasonably necessary and proportionate to achieve the purpose for which the data was shared.
Qualifications & exceptions
Providers are limited to directed use, with restricted onward disclosure to bound subcontractors.
Therapist information may go to recruiters, health plans and credentialing vendors
For therapists or recruits, certain data may be shared with recruiters to manage recruitment. For platform therapists, volunteered profile and professional information may also go to insurance payors/health plans for contracting and to vendors that certify or streamline credentialing.
Details not recorded for this card
Supporting quotations
If you're a Therapist on our Platform, or being recruited to join us, in addition to the above, we may share certain data with Therapist recruiters in order to facilitate, monitor, and track the recruitment process.
If you are a Therapist on our Platform, we may also share certain data such as information you volunteer in or through the Platform including, but not limited to, your name, photograph, NPI (if applicable), information about your credentials, experience, specialties and qualifications with insurance payors or health plans for the purposes of contracting with them.
We may also share this information with vendors that accreditate/certify our therapist credentialing processes and otherwise help us streamline the credentialing process.
Sharing & Disclosure · Company practice
Organizations may receive group usage; EAP individual sharing requires consent
For members using an employer, organization or business-partner arrangement, BetterHelp may share group-level usage that cannot be directly connected to the member. For members using an EAP, the EAP provides notice of individual data shared with it where the member has consented. The policy directs questions about the EAP’s use to the EAP.
Details not recorded for this card
Supporting quotations
For Members who receive services in connection with an employer, organization, or other business partner, we may share group-level usage data, which cannot be directly connected to you, with your organization.
In the instance of Members who receive services through an Employee Assistance Program ("EAP"), your EAP will provide notice for any individual-level data which is shared with the EAP, if you are utilizing one and have provided them with consent for us to do so.
Sharing & Disclosure · Permission or license
Data may be shared in a sale, merger or bankruptcy
BetterHelp may share some data in connection with an asset sale, merger or bankruptcy. Insurance-member PHI is separately limited to NPP purposes in accordance with HIPAA.
Details not recorded for this card
Supporting quotations
We may share some of your data in connection with an asset sale, merger or bankruptcy.
For Insurance Members: If you are an Insurance Member, your PHI will only be shared for the purposes outlined in the NPP in accordance with HIPAA.
Qualifications & exceptions
Insurance-member PHI follows the NPP/HIPAA limitation.
Not stated here
The linked NPP is not supplied; its permitted PHI-sharing purposes cannot be itemized here.
Sharing & Disclosure · Restriction or exception
Public platform information can be seen and used by anyone
If you make information publicly available on the platform, such as a public post, anyone may see and use it. This statement concerns information you make public, not all private therapy communications.
Details not recorded for this card
Supporting quotations
Note that if you make any information publicly available on the Platform, such as with a public post, anyone may see and use such information.
Sharing & Disclosure · Company practice
Opt-in analytics uses trusted providers to analyze service interactions
On analytics opt-in, BetterHelp may use cookies and other tracking technologies to share data with trusted service providers for traffic sources, visits and interactions to improve services. This is distinct from optional third-party advertising.
Details not recorded for this card
Supporting quotations
If you opt in to "Analytics (previously "Performance cookies")", we may use analytics cookies and other tracking technologies to share your data with trusted Service Providers that assist us to Process1 data for activities including but not limited to analyzing traffic sources, visits, and site interactions. This analysis helps us to improve our products and services.
Sharing & Disclosure · Company practice
Advertising on third-party properties uses opt-in visitor data with exclusions
BetterHelp advertises on third-party sites and apps. If advertising cookies/web beacons are opted into, some Visitor Data may be shared for advertising, excluding activity while logged in after therapy starts and PHI; users may consequently see BetterHelp ads elsewhere. The website-activity rule likewise excludes logged-in activity after therapy starts. Advertising opt-in still excludes retargeting and sharing member names/phones, diagnoses, questionnaire answers or private therapist communications with Third Party advertisers.
Details not recorded for this card
Supporting quotations
If you opt in to "Advertising (previously "Targeting cookies")" information regarding your activity on our websites, excluding activity when you're logged in and have started therapy, may be shared for advertising purposes.
In order to reach people who may be looking for mental health support, we advertise on some Third Party2 web properties such as Third Party websites and apps.
Therefore, if you opt in to Advertising cookies and web beacons, some Visitor Data, excluding activity when you're logged in and have started therapy and PHI, may be shared for advertising purposes. As a result, you may see ads for our services on some Third Party websites.
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
The activity exclusion applies when logged in after therapy has started; PHI is excluded as stated.
Legal Rights & Agreement Rules · Restriction or exception
Therapists may have professional duties to disclose or act
BetterHelp cooperates with government agencies when law requires and generally defers to the chosen therapist on psychotherapy notes/messages. Therapists may separately have duties to disclose information or act for suspected/reported abuse, serious suicidal potential, threatened harm or court-ordered treatment. Users are encouraged to discuss concerns with their therapist.
Details not recorded for this card
Supporting quotations
When required by law, we cooperate with government agencies.
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.
Specifically, some laws require mental health professionals to disclose information and/or take action for: (a) reported or suspected abuse; (b) serious suicidal potential; (c) threatened harm; and (d) court-ordered treatment.
Sharing & Disclosure · Context
No payment for data can still involve a California-law sale
BetterHelp says nobody pays it for data. It explains that California’s broad sale definition can include exchanges for things of value, so opted-in advertising cookies/web beacons may count as a sale under that law. The statement does not promise no legally defined sales.
Details not recorded for this card
Supporting quotations
We aren't paid by anyone for any data. However, in California, the laws define "sale" broadly to include the sharing of personal information in exchange for anything of value. If you opt in to our use of Advertising cookies and web beacons, this use may be considered a "sale" of personal information under that specific California law.
Cross-references
contrast (model-proposed): Advertising opt-in still excludes retargeting and private therapist information — The policy says no one pays for data and no retargeting occurs, yet opted-in advertising disclosure can still count as a California-law sale. Sale terminology and retargeting describe different things; no legal finding is inferred.
App tracking permission enables a GA4 and Google Ads integration
With iOS tracking permission or Android advertising-cookie opt-in, mobile identifiers and app-use data collected by Google GA4 are used to improve Google advertising. Android users can opt out in app Sharing Settings; iOS users can Ask App Not to Track at download or change permission in device Settings > Privacy & Security > Tracking. The policy’s therapy-content and PHI advertising exclusions still apply. Even with opt-in, the policy says it does not engage in retargeting advertising.
Details not recorded for this card
Supporting quotations
If you use the App and have "Allowed" app to track using IOS or have opted into Advertising Cookies on Android, some data such as your mobile device identifier (IDFA and IDFV for iOS, and Android Advertising ID for Android) and data about how you use the App which is collected by our Service Provider Google (specifically GA4) will be used to make our Google advertising more effective.
If you do not want to enable this, for Android users, you can navigate to "Sharing Settings" in the App and opt out of advertising.
For IOS users, you can "Ask App Not to Track" when you download the app or, at a later time, go to your device's privacy settings to see a list of apps that requested to track your activity (Go to Settings > Privacy & Security* > Tracking).
excluding activity when you're logged in and have started therapy and PHI
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.
Even if you do opt in, we still do not engage in "retargeting" advertising.
Qualifications & exceptions
The described integration depends on the relevant device/app permission.
Advertising opt-in still excludes retargeting and private therapist information
BetterHelp says it does not engage in retargeting, even with advertising opt-in. It also says third-party advertisers do not receive therapist-shared information or listed details such as member names/phones, diagnoses, questionnaire answers, sessions, journals, messages and worksheets. Marketing service providers are different recipients, limited to directed use and restricted onward disclosure. SMS-program personal data is not shared, sold or rented to affiliated or unaffiliated third parties for their own marketing.
Details not recorded for this card
Supporting quotations
Even if you do opt in, we still do not engage in "retargeting" advertising.
To be clear, we don't share any data or information you share with your Therapist with any Third Party advertisers.
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.
Service Providers can only legally use data at our direction - no other person or company can authorize how they use it and they cannot disclose data that is individually identifiable to any other person or company, other than to us or the Service Providers' own subcontractors provided that they're bound to data Processing terms that are no less restrictive than the Service Provider's terms.
Personal data collected through the short code/SMS program won’t be shared, sold or rented to unaffiliated or affiliated third parties for their own marketing purposes.
Cross-references
narrows (model-proposed): Visits generate usage, device and identifier data — Advertising opt-in does not authorize advertiser access to the excluded member identifiers or private therapist information, and retargeting remains excluded.
contrast (model-proposed): No payment for data can still involve a California-law sale — The policy says no one pays for data and no retargeting occurs, yet opted-in advertising disclosure can still count as a California-law sale. Sale terminology and retargeting describe different things; no legal finding is inferred.
The policy points to partner disclosures and a separate insurance NPP
The policy refers readers to a Third Party Partners Disclosure List for additional third-party information and sends insurance members to the NPP. Neither document’s detailed text is supplied as part of this assignment; no recipient list or insurance-PHI rule is inferred from those references.
Details not recorded for this card
Supporting quotations
For additional information regarding Third Parties that may share data with, please reference our Third Party Partners Disclosure List.
For Insurance Members: If you are an Insurance Member, then please refer to the NPP.
Not stated here
The referenced Third Party Partners Disclosure List and NPP text are not supplied; their detailed recipients and PHI practices remain outside this analysis.
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.
Details not recorded for this card
Supporting quotations
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.
Details not recorded for this card
Supporting quotations
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.
Details not recorded for this card
Supporting quotations
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.
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.
Details not recorded for this card
Supporting quotations
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.
Details not recorded for this card
Supporting quotations
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.
Retention & Deletion · Restriction or exception
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.
Details not recorded for this card
Supporting quotations
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.
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.
Details not recorded for this card
Supporting quotations
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.
Data Access & Collection · Company practice
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.
Details not recorded for this card
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.
Sharing & Disclosure · Company practice
California’s past-year sharing list differs from its collection list
For the past twelve months, the notice refers to the general sharing section for recipients and says shared data may fall into identifiers, customer records, protected characteristics, commercial, network activity, geolocation, sensory, sensitive, professional/employment and non-public education categories. Biometric information appears in the collection list but is not listed in this sharing list; that local omission is not a broader promise about all processing.
Details not recorded for this card
Supporting quotations
The information that we may have shared in the past 12 months falls into the following personal information categories under the CCPA and CPRA:
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;
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)).
Sharing & Disclosure · Context
California’s sale disclosure concerns targeted advertising categories
The notice describes legally defined sales as targeted-advertising disclosures, including information about consumers under sixteen, while saying no external or Third Party pays for the data. It lists identifiers, commercial information and internet/network activity as categories that may have been sold in the past twelve months. This remains subject to advertising opt-in and exclusions for post-therapy logged-in activity and PHI; it does not establish an age-specific consent process or resolve legal compliance. Advertising opt-in still excludes retargeting and sharing member names/phones, diagnoses, questionnaire answers or private therapist communications with Third Party advertisers.
Details not recorded for this card
Supporting quotations
our "sale" of information (including sale of information about consumers under the age of 16) consists of the disclosure of your information for targeted advertising purposes, and we aren't paid by any external or Third Party2 for any data.
Identifiers;
Commercial information; and
Internet or other similar network activity;
If you opt in to our use of Advertising cookies and web beacons, this use may be considered a "sale" of personal information under that specific California law.
excluding activity when you're logged in and have started therapy and PHI
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
The disclosure uses a California-law definition and remains subject to advertising consent and exclusions.
Not stated here
The quoted under-sixteen statement does not specify an age-specific sale-consent procedure.
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.
Details not recorded for this card
Supporting quotations
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.
Retention & Deletion · Restriction or exception
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.
Details not recorded for this card
Supporting quotations
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.
Legal Rights & Agreement Rules · Company commitment
DPF onward transfers carry agent-processing responsibility with an exception
BetterHelp says it is responsible for DPF-covered data it receives and transfers to an agent acting on its behalf, and remains liable for agent processing inconsistent with the principles unless it is not responsible for the event causing damage. This is the notice’s stated DPF responsibility, not unlimited liability for every third-party act.
Details not recorded for this card
Supporting quotations
In the context of an onward transfer, BetterHelp is responsible for the processing of Personal Data it receives under the DPF Principles and subsequently transfers to a third party acting as an agent on our behalf.
BetterHelp shall remain liable under the DPF Principles if our agent processes your Personal Data in a manner inconsistent with the DPF Principles, unless BetterHelp is not responsible for the event giving rise to the damage.
Qualifications & exceptions
The exception applies where BetterHelp is not responsible for the event causing damage.
Sharing & Disclosure · Restriction or exception
Lawful public-authority requests can require disclosure
Under certain circumstances BetterHelp may have to disclose personal data in response to lawful public-authority requests, including national security or law-enforcement requirements. The passage does not make every governmental request sufficient.
Details not recorded for this card
Supporting quotations
Please note that under certain circumstances, we may be required to disclose your Personal Data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements.
Legal Rights & Agreement Rules · Context
Processing, Third Party and Service Provider have defined boundaries
Processing includes collecting, storing and using data. Third Party excludes BetterHelp, service providers, therapists and any other specifically named parties. A service provider has a legal agreement to process data collected by or for BetterHelp, acts only at its direction, and cannot disclose identifiable data except to BetterHelp or subcontractors bound to no-less-restrictive processing terms. These definitions matter when reading promises about third-party sharing. The definition also permits reasonably necessary legal compliance, fraud/security prevention and debugging, plus internal technological research/demonstration that is reasonably necessary and proportionate to the sharing purpose.
Details not recorded for this card
Supporting quotations
In this Policy, we refer generally to activities done with data as "Processing" or "Process." Examples of Processing include collecting, storing, and using data.
For the purposes of this Policy, a Third Party means an entity that is not BetterHelp, not a Service Provider, not a Therapist or any other parties that are specifically called out in this Policy.
We define a Service Provider as a person or company that we have a legal agreement with to Process data collected by us or on our behalf.
Our Service Providers are not permitted to disclose data that is individually identifiable to any other person or company, other than to us or the Service Providers' own subcontractors provided that they're bound to data Processing terms that are no less restrictive than the Service Provider's terms.
The data obtained by Service Providers from their relationship with us must only be used for performing the services specified in our agreement with them, or as reasonably necessary to perform one or more of the following:
Comply with applicable law, regulation, or legal process;
Detect, prevent or mitigate fraud or security vulnerabilities;
Debug to identify and repair errors impairing existing intended functionalities; and/or
Conduct internal research for technological development and demonstration of our products or services, if such use is reasonably necessary and proportionate to achieve the purpose for which the data was shared.
Matching, therapy tools and support require specified data uses
BetterHelp facilitates information sharing with the therapist and uses preferences, state and country to suggest a therapist according to licensing/accreditation requirements. After therapy starts, it processes data to enable journals, goals and worksheets. Communication processing supports answering platform questions; Business teams may contact organizational representatives professionally to service their organization’s account.
Details not recorded for this card
Supporting quotations
We also Process data like your Therapist preferences, your state (if applicable), and your country to determine what Therapist to suggest to you based on applicable licensing or accreditation requirements.
Once you start therapy, we need to process certain data to enable therapy tools within the Platform such as journal entries, setting goals and providing relevant worksheets.
For example, we need to make sure that if you ask a question or have a concern about the Platform, we're able to respond to you and provide an answer.
Additionally, if you represent an organizational customer, such as a business or nonprofit, then the BetterHelp Business team may contact you in your professional capacity to service your organization's account, answer questions, and provide support.
Use & Processing · Company practice
Preferences and stated needs inform therapist and content recommendations
Examples of personalization include matching LGBTQ+ members who request relevant expertise with an appropriate therapist, and recommending anxiety-related content/features when a member seeks anxiety support. These are examples of using supplied preferences/needs, not a claim that every user is assigned those characteristics.
Details not recorded for this card
Supporting quotations
For example, if you identify as a Member of the LGBTQ+ community and would prefer a Therapist who has relevant expertise, experience, and training to provide therapy services for LGBTQ+ Members, we Process information to allow us to match you with an appropriate Therapist that can meet these needs.
Another example is if you state that you would like help with anxiety, we may recommend content and features that would be helpful to you, such as anxiety-related group sessions.
Linking & Identification · Company practice
Improvement processing includes optional first-party cross-domain tracking
BetterHelp may use data for feature investment/removal decisions, suppressing already-seen notifications, IP-based location/address suggestions, and usage-based research allocation. With analytics opt-in, it may track visits across sister sites ReGain and Teen Counseling and Business/therapist-acquisition properties as first-party cross-domain tracking. This consent is distinct from advertising opt-in.
Details not recorded for this card
Supporting quotations
For example, we may use some of your data to determine which products and features to roll out, which features are popular and require more investment or resources, or decide to remove features that are not providing value.
We may also Process data to know when you have already seen certain notifications on the Platform and do not need to be shown them again.
Another example of this is when we use your IP address to help conveniently auto-populate your state (if applicable) and country, or assist you with providing your address when completing information about your emergency contact.
We may also track regular usage of certain pages, buttons, or features on the Platform in order to allocate our research and development resources appropriately.
In addition, if you opt in to Analytics (previously “Performance cookies”), we may process some data to track site visits across our sister sites such as ReGain and Teen Counseling, and our BetterHelp Business and therapist acquisition web properties. This is known as "first-party cross domain tracking".
Qualifications & exceptions
Cross-domain visit tracking is conditioned on analytics opt-in.