Privacy Policy
This Privacy Policy applies to all users of Counsilio.com, including clients seeking therapy and therapists joining our platform. Please read it carefully. If you have any questions, contact us at hello@counsilio.com.
1. Who We Are
Counsilio ("we", "us", "our") operates the platform at counsilio.com. We are a clinically governed online therapy service based in Singapore that connects clients with qualified therapists under the supervision of a Singapore-registered Clinical Director.
Platform counsilio.com
Data Controller Counsilio
Registered In Singapore
Contact hello@counsilio.com
Effective Date March 2026
2. Scope of This Policy
This policy applies to:
- Clients who register for and use therapy services on Counsilio.com
- Therapists who apply for and work through the Counsilio platform
- Visitors who browse the Counsilio website
- We comply with the Singapore Personal Data Protection Act 2012 (PDPA) and
align with the principles of the General Data Protection Regulation (GDPR)
where applicable to users in the European Economic Area or where international therapists are engaged.
3. Data We Collect
3.1 Client Data
When you register as a client, we collect:
Full name and contact details (email address, phone number)
Adult-status confirmation and general location (country)
- Mental health intake information and presenting concerns
Session notes and therapy progress records (maintained by your therapist)
Payment information (processed by our third-party payment provider; we do not store full card details)
Communication records between you and your therapist or Counsilio staff Technical data: IP address, browser type, device information, and usage logs Session content and mental health records are treated as sensitive personal data under PDPA and equivalent "special category" data under GDPR. We apply the highest level of protection to this information.
3.2 Therapist Data
When you apply or work as a therapist, we collect:
- Full name, contact details, and professional credentials
- Copies of qualifications, registration certificates, and supervision records
- Bank account or payment details for fee disbursement
- Session scheduling data and availability
- Clinical supervision records and case review notes
- Background check information where required
- Technical data related to your use of the platform
3.3 Automatically Collected Data
We automatically collect certain technical information when you use our platform, including cookies, session identifiers, device and browser information, and usage analytics. See Section 9 for our Cookie Policy.
4. How We Use Your Data
4.1 For Clients
To match you with a suitable therapist based on your needs and preferences To facilitate and schedule therapy sessions To maintain your therapy records and support continuity of care To process payments for sessions To comply with our clinical governance and safeguarding obligations To send you appointment reminders and service communications To improve our matching algorithm and service quality (using anonymised data only)
4.2 For Therapists
To verify your qualifications and conduct onboarding checks To facilitate clinical supervision and case review processes To schedule sessions and manage your availability To process and disburse your session fees To communicate about platform updates, training, and governance matters To maintain records required under clinical governance standards
4.3 Legal Bases (GDPR)
For users to whom GDPR applies, we process your data on the following bases:
- Contract performance: To provide our therapy services to you
- Legitimate interests: To improve our platform and ensure clinical safety
- Legal obligation: To comply with safeguarding, clinical governance, and
- data retention laws
- Explicit consent: For sensitive personal data such as mental health records
5. How We Share Your Data
We do not sell your personal data. We share it only in the following limited circumstances:
5.1 Within Counsilio
Your data may be accessed by your assigned therapist, the Clinical Director (for supervision and clinical governance purposes), and authorised Counsilio staff on a strict need-to-know basis.
5.2 Third-Party Service Providers
We work with carefully selected third-party providers who process data on our behalf, including:
Video conferencing providers (for therapy sessions)
Payment processors (for billing and fee disbursement)
- Cloud hosting and data storage providers
Email and communication platforms
All third-party providers are bound by data processing agreements and are required to maintain appropriate security standards.
5.3 Legal and Safeguarding Obligations
We may disclose information where required by law, court order, or where we have a duty of care obligation. In mental health contexts, this includes situations where there is a risk of serious harm to you or others. We will endeavour to inform you before making any such disclosure unless doing so would itself create a risk.
5.4 International Transfers
Our therapists are based internationally. Where your data is processed outside Singapore or the EEA, we ensure that appropriate safeguards are in place, including contractual protections consistent with PDPA and GDPR requirements.
6. Data Retention
We retain your personal data for as long as necessary to fulfil the purposes described in this policy, and in accordance with applicable laws and clinical governance standards.
Client therapy records 7 years from the end of the therapeutic relationship (consistent with clinical record-keeping standards)
Payment records 7 years (as required by financial regulations)
Therapist credentials and supervision records Duration of engagement plus 7 years
Website usage and analytics
data 12 months Unsuccessful therapist applications 12 months, then securely deleted When data is no longer required, it is securely deleted or anonymised.
7. Your Data Rights
Depending on your location, you have some or all of the following rights regarding your personal data:
Right to Access
You can request a copy of the personal data we hold about you.
Right to Correction
You can ask us to correct any inaccurate or incomplete data.
Right to Erasure
You can request deletion of your data, subject to our legal and clinical governance obligations to retain certain records.
Right to Restrict Processing
You can ask us to limit how we use your data in certain circumstances.
Right to Data Portability
You can request a machine-readable copy of data you have provided to us.
Right to Withdraw Consent
Where we rely on consent to process your data, you can withdraw it at any time. This does not affect the lawfulness of processing before withdrawal.
Right to Object
You can object to processing based on legitimate interests.
To exercise any of these rights, contact us at hello@counsilio.com. We will respond within 30 days. We may need to verify your identity before fulfilling a request.
Note: Some requests — particularly those relating to therapy records — may be subject to clinical and legal constraints. Where we are unable to fully comply, we will explain why.
8. Data Security
We take the security of your data seriously, particularly given the sensitive nature of mental health information. Our security measures include:
- End-to-end encryption for session communications
- Encrypted data storage for all personal and clinical records
- Access controls ensuring only authorised individuals can access sensitive
- data
- Regular security reviews and vulnerability assessments
- Staff training on data protection and confidentiality obligations
- Secure video conferencing tools for therapy sessions
- In the event of a data breach that poses a risk to your rights or freedoms, we
will notify the relevant authorities and affected users as required by law.
9. Cookies
Counsilio uses essential cookies or local storage required for authentication, security, and core platform functions. Any optional support or analytics tool must not load until the user has made the required consent choice.
10. Minors
Counsilio is for adults aged 18 and older only. We do not knowingly create accounts for or provide services to minors. If we learn that a minor has provided personal data, contact hello@counsilio.com so the account and data can be reviewed and handled appropriately.
11. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or platform features. When we make material changes, we will notify you by email and update the effective date at the top of this document. Continued use of the platform after such changes constitutes acceptance of the updated policy.
12. Contact Us
If you have any questions, concerns, or complaints about how we handle your personal data, please contact us:
Email hello@counsilio.com
Website counsilio.com
Response Time Within 30 days of receiving your request
- If you are not satisfied with our response, you have the right to lodge a
- complaint with the Personal Data Protection Commission (PDPC) of Singapore,
or the relevant data protection authority in your country.
Counsilio.com | Privacy Policy | March 2026