Privacy Policy for Counselly

Last Updated: May 2026

Introduction

Welcome to Counselly, powered by Talk2acounselor Limited (“Counselly,” “we,” “our,” or “us”). Counselly is committed to protecting your privacy and ensuring that your personal information is handled securely, transparently, and in accordance with applicable laws, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other relevant privacy regulations.

This Privacy Policy explains how we collect, use, store, share, and protect your information when you use the Counselly mobile application, website, and related services.

1. Who We Are

Counselly is an online mental health and wellbeing platform that connects users with qualified therapists for counselling, psychotherapy, coaching, and mental health support services.

Operated by:
Talk2acounselor Limited
United Kingdom

Contact Information:
Email: info@talk2acounselor.com
Website: www.talk2acounselor.com

2. Information We Collect

We may collect the following categories of information:

A. Personal Information

• Full name
• Date of birth
• Gender
• Email address
• Phone number
• Home address (where necessary)
• Emergency contact information
• Profile photographs (optional)

B. Health & Sensitive Information

Because Counselly provides mental health services, we may collect sensitive personal data, including:

• Mental health history
• Therapy notes
• Session summaries
• Emotional wellbeing assessments
• Medication information (if voluntarily provided)
• Crisis or safeguarding information

Sensitive data is processed only with your explicit consent or where legally required.

C. Technical Information

• Device information
• IP address
• Browser type
• App version
• Operating system
• Login activity
• Cookies and usage analytics

D. Payment Information

Payments may be processed through third-party secure payment providers. Counselly does not store full debit or credit card details on its servers.

3. How We Use Your Information

We use your information to:

• Create and manage your account
• Match you with suitable therapists
• Deliver therapy and wellbeing services
• Facilitate video, audio, and messaging sessions
• Process payments and subscriptions
• Improve platform performance and user experience
• Respond to customer support requests
• Maintain safeguarding and risk management procedures
• Comply with legal and regulatory obligations
• Send service-related notifications and updates

We will never sell your personal information to third parties.

4. Legal Basis for Processing

Under UK GDPR, Counselly processes personal information under the following lawful bases:

• Consent
• Performance of a contract
• Legitimate interests
• Legal obligations
• Vital interests (including safeguarding and crisis situations)

5. Therapist Confidentiality

All therapists using Counselly are expected to maintain professional confidentiality in line with:

• BACP Ethical Framework
• UK GDPR
• Professional licensing standards
• Applicable safeguarding laws

However, confidentiality may be broken where:

• There is a serious risk of harm to yourself or others
• Abuse or neglect is disclosed
• Required by law or court order
• Necessary for safeguarding purposes

6. Data Storage & Security

Counselly takes reasonable technical and organisational measures to protect your information.

Security measures may include:

• End-to-end encryption for communications where applicable
• Secure cloud-based storage
• Password protection and multi-factor authentication
• Restricted staff access
• Secure payment gateways
• Regular security monitoring

Your data is stored on secure servers located within approved jurisdictions that comply with UK GDPR and international data protection standards.

7. How Long We Keep Data

We retain personal data only for as long as necessary to:

• Provide services
• Meet legal obligations
• Resolve disputes
• Maintain safeguarding records

Therapy records may be retained in accordance with professional and legal requirements. When data is no longer required, it will be securely deleted or anonymised.

8. Sharing Your Information

We may share your information with:

• Licensed therapists on the platform
• Secure technology providers
• Payment processors
• Regulatory or safeguarding authorities where legally required

We do not sell or rent personal data to advertisers or marketing companies.

9. International Data Transfers

Where data is transferred outside the UK, Counselly ensures appropriate safeguards are in place, including:

• Adequacy regulations
• Standard contractual clauses
• Secure encrypted systems

10. Your Rights

You have the right to:

• Access your personal data
• Correct inaccurate data
• Request deletion of data
• Restrict or object to processing
• Withdraw consent
• Request data portability
• Lodge a complaint with the UK Information Commissioner's Office (ICO)

ICO Website: Information Commissioner's Office (ICO)

11. Children & Young People

Counselly may provide services to children and young people where appropriate parental consent or legal authority exists.

Additional safeguarding procedures may apply for users under 18 years old.

12. Cookies & Analytics

Counselly may use cookies and analytics tools to:

• Improve app functionality
• Understand user engagement
• Enhance security
• Personalise user experience

Users may manage cookie preferences through device or browser settings.

13. Third-Party Services

Our platform may contain integrations or links to third-party services. Counselly is not responsible for the privacy practices of external websites or providers.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Changes will be posted within the app and/or website with an updated revision date.

Continued use of Counselly after updates constitutes acceptance of the revised policy.

15. Contact Us

For privacy-related concerns, data requests, or complaints:

Talk2acounselor Limited
Email: info@talk2acounselor.com
Website: www.talk2acounselor.com