Our Privacy Policy

Originally published: 8 May, 2023
Last updated: 22 July 2026

1. About this Privacy Policy

Psychology Experts PTE. LTD. (“Psychology Experts”, “we”, “us” or “our”) respects your privacy and recognises the sensitive nature of information shared in connection with psychological and counselling services.
This Privacy Policy explains how we collect, use, disclose, store, protect and otherwise process personal data when you:

• visit www.psychologyexperts.online;
• contact us;
• subscribe to our newsletter;
• book or pay for an appointment;
• complete an intake form, questionnaire or client document;
• attend an in person or online psychological or counselling session;
• communicate with a practitioner or member of our administrative team; or
• otherwise use our website or services.

Psychology Experts PTE. LTD. is based in Singapore. Our handling of personal data is primarily governed by Singapore’s Personal Data Protection Act 2012 (“PDPA”).

Because we serve clients internationally, additional privacy laws may apply depending on where an individual is located and the circumstances in which our services are provided. These may include the EU or UK General Data Protection Regulation, Swiss data protection law, the Australian Privacy Act 1988 and applicable privacy or consumer-health laws in the United States.

This Privacy Policy applies to website visitors, prospective clients, current and former clients, parents or guardians, couples and family members participating in services, newsletter subscribers and other individuals whose personal data we process.

2. Who is responsible for your personal data?

The organisation responsible for the personal data described in this Privacy Policy is:
Psychology Experts PTE. LTD.
UEN: 201630426H
Registered address: Savvilio, 138 Robinson Road, #26-01 Oxley Tower, Singapore 068906
Website: www.psychologyexperts.online
Email: admin [at] psychologyexperts [dot] online

Psychology Experts PTE. LTD. acts as the organisation responsible for determining why and how personal data is processed.

Where the EU or UK General Data Protection Regulation applies, Psychology Experts PTE. LTD. acts as the data controller unless another arrangement is expressly communicated.

Our Data Protection Officer / Data Protection Contact oversees privacy questions, requests and complaints.

Swiss practice and separate website
Psychology Experts may also operate or be associated with a Swiss practice website for services provided from Switzerland. The Swiss practice may have its own privacy policy, terms, booking process, fees and data-protection arrangements.

This Privacy Policy applies to the website www.psychologyexperts.online and to services provided through Psychology Experts PTE. LTD. in Singapore. If you use the Swiss practice website or book a service through the Swiss practice, the Swiss privacy policy and applicable Swiss terms may apply instead.

3. Personal data we collect

The information we collect depends on how you interact with us.

3.1 Enquiry and contact information
When you contact us by email, website form, telephone, social media or another communication channel, we may collect:

• your name;
• email address;
• telephone number;
• country or place of residence;
• preferred language;
• the reason for your enquiry;
• the type of support you are seeking;
• information contained in your message; and
• any other information you choose to provide.

Please avoid including detailed or unnecessary clinical information in an initial website or social-media enquiry.

3.2 Appointment and booking information
When you book or enquire about an appointment, we may collect:

• your name;
• email address;
• telephone number;
• country and time zone;
• state, province or territory where relevant;
• selected service;
• selected practitioner;
• preferred language;
• appointment date and time;
• whether the session is for an individual, couple, family, parent or child;
• booking, rescheduling and cancellation history;
• payment status;
• responses submitted through the booking form; and
• any other information you choose to provide when booking.

We use Meetergo to manage appointment bookings, availability, confirmations, reminders and related appointment administration. We currently use Google Forms to collect certain patient forms.

3.3 Client intake and psychological information
Because our services relate to mental health and psychological wellbeing, we may collect information of a particularly private and sensitive nature, including:

• information about your mental health and emotional wellbeing;
• the concerns that led you to seek support;
• therapy or counselling goals;
• medical, psychological or treatment history;
• medications;
• physical-health information relevant to the service;
• family and relationship information;
• information about children or dependants;
• education, employment and lifestyle information;
• emergency contact information;
• information concerning safety, risk or safeguarding;
• intake forms and questionnaires;
• communications with your practitioner;
• attendance and appointment information;
• session, counselling or clinical notes;
• referrals, reports or correspondence from other professionals;
• information needed to provide appropriate support; and
• any other information you voluntarily share before, during or after a session.

We seek to collect only information that is reasonably relevant to:

• assessing whether our services may be suitable;
• providing psychological or counselling services;
• maintaining appropriate records;
• managing safety or safeguarding concerns;
• administering the client relationship; or
• meeting legal and professional obligations.

3.4 Special-category and sensitive information
Mental-health, medical and related information may be considered sensitive personal data under applicable laws.
Where the EU or UK GDPR applies, information concerning physical or mental health is treated as special-category personal data. We process such information only where both an appropriate lawful basis and an applicable special-category condition are available.

Depending on the circumstances, this may include:

• your explicit consent;
• processing necessary to provide or manage psychological or health-related services by a person subject to confidentiality obligations;
• protection of your vital interests or those of another person;
• compliance with applicable legal obligations;
• the establishment, exercise or defence of legal claims; or
• another condition permitted by applicable law.

3.5 Couples and family services
For couples or family services, we may receive personal data about several participants and about other family members.
Information provided by one participant may relate to another participant. Each person should avoid providing unnecessary personal information about people who are not involved in the service.
The practitioner may explain additional confidentiality arrangements for couples and family work in the Therapy Agreement or during the informed-consent process.
Unless otherwise agreed or required by law, Psychology Experts does not guarantee that information disclosed privately by one participant can always be withheld from other participants where doing so would make the joint service unsafe, misleading or clinically inappropriate.

3.6 Children and adolescents
Where services involve a child or adolescent, we may collect information about:

• the child or adolescent;
• parents or legal guardians;
• parental responsibility or custody;
• family members;
• school, health or developmental circumstances;
• the reason psychological support is being requested;
• relevant professional reports;
• consent to services; and
• emergency or safeguarding concerns.

Services for minors are provided with appropriate parent or legal guardian involvement and consent unless the law or circumstances provide otherwise.
We do not knowingly collect personal data from children through the website for newsletter or advertising purposes without appropriate consent.

3.7 Payment and billing information
When you pay for a session or service, we may collect:

• your name;
• billing address;
• email address;
• telephone number;
• service purchased;
• payment amount and currency;
• transaction reference;
• payment status;
• refund information; and
• information needed for invoicing, accounting or tax purposes.

Payments may be processed through Stripe, PayPal, or another payment provider disclosed at the time of payment.
We do not ordinarily receive or store your complete payment-card number. Payment providers process card and payment-method details under their own privacy and security practices.

3.8 Newsletter information
If you subscribe to our newsletter, we may collect:

• your name;
• email address;
• subscription date;
• consent status;
• newsletter preferences;
• emails delivered, opened or clicked, where tracking is enabled; and
• unsubscribe information.

We use SendFox to manage newsletter subscriptions and send email campaigns.
Newsletter subscription is voluntary and is not required to receive psychological services. You may unsubscribe at any time.

3.9 Website and technical information
When you visit our website, certain technical information may be collected automatically, including:

• IP address;
• browser type;
• device type;
• operating system;
• approximate location based on IP address;
• referring website;
• pages viewed;
• date and time of access;
• website interactions;
• cookie identifiers;
• consent preferences; and
• information relating to website errors, performance or security.

We may use cookies and similar technologies for essential website operation, security, user preferences and limited analytics.

4. How we use personal data

We may use personal data to:

• respond to enquiries;
• assess whether our services may be suitable;
• arrange and administer appointments;
• consider location-related information where relevant to the safe and appropriate provision of online services;
• send booking confirmations, reminders and session links;
• provide psychological and counselling services;
• prepare for and conduct sessions;
• maintain appropriate client, clinical and administrative records;
• communicate with clients, prospective clients, parents, guardians and authorised persons;
• manage couples, family or child-related services;
• process payments, refunds and invoices;
• administer cancellations, rescheduling and outstanding payments;
• coordinate with another professional where you have authorised us to do so;
• respond to safety, safeguarding or emergency concerns;
• maintain appropriate clinical, administrative, appointment and financial records;
• comply with legal, professional, tax, accounting, insurance, record-keeping and regulatory obligations, using only the information reasonably necessary for that purpose. For accounting purposes, this will usually be limited to invoice numbers, appointment references, payment amounts, dates, payment status and other financial or administrative information, rather than clinical information.
• establish, exercise or defend legal claims;
• manage and secure our website, accounts and information systems;
• detect fraud, misuse and unauthorised access;
• improve our services and administrative processes;
• send newsletters and marketing communications where permitted;
• manage consent and unsubscribe requests; and
• carry out other purposes reasonably connected with the reason the information was collected.

We do not sell client personal data.
We do not use information disclosed during psychological sessions, client intake information or session notes for targeted advertising.
We do not knowingly provide advertisers with information identifying a person as a current or former client of Psychology Experts.

5. Grounds for collecting and using personal data

Where required, we collect, use or disclose personal data with your consent.
Consent may be provided by:

• submitting a form;
• booking an appointment;
• entering into an agreement for services;
• completing an intake or consent form;
• selecting a consent checkbox;
• subscribing to the newsletter;
• providing information voluntarily;
• communicating agreement verbally or in writing; or
• continuing with a service after receiving an appropriate notice.

Depending on the applicable law and circumstances, we may also process personal data where necessary to:

• take steps at your request before providing services;
• perform an agreement with you;
• provide psychological or counselling services;
• comply with legal or professional obligations;
• protect your life, health, safety or vital interests, or those of another person;
• pursue legitimate business, clinical, administrative or security interests;
• respond to safeguarding concerns;
• establish, exercise or defend legal claims;
• prevent fraud or misuse;
• respond to legal proceedings or lawful requests; or
• act under another exception permitted by applicable law.

Where we rely on a legitimate interest, we consider whether the processing is reasonably necessary and whether your privacy interests outweigh that interest.

6. Confidentiality and its limits

Information shared in connection with psychological services is treated as confidential.
Access is limited to people who reasonably need the information for clinical, administrative, legal, safety, security or professional purposes.
Confidentiality is not absolute. We may use or disclose information where reasonably necessary or legally permitted, including where:

• you have authorised the disclosure;
• disclosure is needed to coordinate with another professional you have authorised;
• there is a serious or imminent risk of harm to you or another person;
• there is a concern about the safety or welfare of a child or vulnerable person;
• disclosure is required by law, court order or lawful authority;
• disclosure is necessary to respond to a complaint, insurance matter or legal claim;
• disclosure is required under an applicable professional or regulatory obligation;
• disclosure is necessary to protect Psychology Experts, a practitioner or another person from unlawful conduct; or
• disclosure is otherwise permitted or required by applicable law.

Where reasonably possible and appropriate, we will try to discuss a necessary disclosure with you before it is made.
We may not do so where prior discussion could increase a safety risk, interfere with a legal duty or investigation, or otherwise be inappropriate.
Additional confidentiality terms may appear in our Therapy Agreement or informed-consent documentation.

Authorised directors, personnel and service providers

Certain administrative, organisational, accounting, marketing and client-support activities may be carried out by authorised directors, personnel or service providers acting on behalf of Psychology Experts PTE. LTD.
These authorised persons may access only the personal data reasonably necessary to perform their duties, including client names and contact details, appointment information, administrative correspondence, and billing or payment information.
They do not participate in psychological consultations and do not have access to clinical notes or the content of consultations.
All authorised persons with access to personal data are required to maintain confidentiality and comply with applicable data-protection and security requirements.

7. Online sessions through Meetergo and Zoom

Appointments are booked and managed through Meetergo. Online video sessions are conducted through Zoom or Meetergo.

Meetergo may be used to:

• display practitioner availability;
• collect booking information;
• schedule appointments;
• send confirmations and reminders;
• distribute Zoom / Meetergo meeting links;
• administer rescheduling and cancellations; and
• manage other appointment-related functions.

When you participate in an online session, Meetergo and Zoom may process information such as:

• your name;
• email address;
• appointment details;
• meeting link;
• IP address;
• device information;
• browser information;
• technical connection data; and
• meeting metadata needed to provide and secure the service.

Information entered into Meetergo is transmitted to and processed through Meetergo’s systems.
You should not include extensive or unnecessary clinical details in a booking field.

Historical provider: Acuity Scheduling, previously used for appointment bookings. Not used for new bookings.

Recordings and automated meeting features
Psychology Experts does not record sessions as a matter of routine.

A session will not be recorded by Psychology Experts unless:

• there is a specific and legitimate purpose;
• the purpose has been explained;
• all required participants have expressly agreed in advance; and
• suitable arrangements have been made for storage, access, retention and deletion.

Automated transcription, recording, AI summaries or similar meeting features will not be intentionally enabled for a therapy session without appropriate notice and consent.

Clients and other participants must not record, photograph, transcribe, broadcast or otherwise capture a session without the practitioner’s prior express agreement and the agreement of all other participants.

Client privacy during online sessions
Online communication carries inherent privacy and security risks, including:

• internet interruption;
• device or platform failure;
• unauthorised access;
• another person overhearing the session;
• use of an insecure network;
• loss or compromise of a device; or
• actions by another participant outside our reasonable control.

You are responsible for taking reasonable steps to:

• join from a private and appropriate location;
• use a secure device and internet connection where possible;
• prevent others from overhearing;
• protect your meeting link;
• use headphones where appropriate; and
• tell the practitioner if privacy cannot be maintained.

Artificial intelligence and automated tools
Psychology Experts does not use automated decision-making to make clinical decisions about clients.

We do not intentionally upload identifiable client therapy notes, intake forms, session content or sensitive clinical information into public generative AI tools for training or general AI processing.

Where digital or AI-assisted tools are used for administrative purposes, we aim to minimise personal data, avoid unnecessary sensitive information and use appropriate safeguards. We will not use AI transcription, AI meeting summaries or similar tools during therapy sessions without appropriate notice and consent.

8. Client forms and document storage

Client intake forms and related records may currently be collected or stored using Google services.

We are progressively moving client email and document storage toward Proton. We may also use appropriate Meetergo functions for new client forms and appointment-related information.

During this transition, information may exist in more than one authorised system where reasonably necessary for:

• migration;
• continuity of service;
• backup;
• record-keeping;
• security;
• administration; or
• legal and professional compliance.
• We take reasonable steps to:
• restrict access to authorised persons;
• use individual user accounts where practicable;
• enable multi-factor authentication where available;
• limit unnecessary downloading and duplication;
• review sharing permissions;
• avoid unrestricted public links;
• remove access when it is no longer required;
• use encryption and other security features where available; and
• delete, archive or restrict information according to our retention practices.

We will update this Privacy Policy when our principal systems materially change.

9. Email and other communications

Our email communications may currently be handled through Google, Microsoft and Proton services.

We are progressively moving our email systems toward Proton.

Email may be used for:

• enquiries;
• appointment administration;
• confirmations and reminders;
• practical information;
• payment and invoice matters;
• sending requested documents;
• follow-up communication; and
• newsletters where you have subscribed.

Ordinary email may not always be end-to-end encrypted and may carry privacy and security risks.
Please avoid sending unnecessary or highly sensitive clinical information through ordinary email.
Email, website forms and social-media messages must not be used for urgent or emergency situations. Psychology Experts does not continuously monitor these communication channels.

10. Newsletter and SendFox

We use SendFox to:

• collect newsletter registrations;
• maintain subscriber lists;
• send newsletters and authorised marketing communications;
• manage subscription preferences;
• record unsubscribe requests; and
• obtain limited campaign statistics, such as delivery, opening or link-interaction information, where enabled.

When you subscribe, your name, email address and related subscription information may be processed through SendFox.
We send newsletters and marketing communications only where we have an appropriate basis to do so.
Every marketing email will include an unsubscribe option.
Unsubscribing from the newsletter does not prevent us from sending necessary service-related communications, including:

• appointment confirmations;
• reminders;
• invoices;
• payment information;
• changes affecting an appointment; or
• information required in connection with an existing client relationship.

11. Payments, PayPal and bank transfers

We may receive payment for services through one or more of the following methods:

• Stripe or another online card-payment provider;
• PayPal, where offered or agreed;
• direct bank transfer;
• another payment method communicated to you at the time of booking or invoicing.

When you make a payment, we may process information such as:

• your name;
• email address;
• billing information;
• invoice number;
• appointment or service reference;
• payment amount and currency;
• payment date;
• payment status;
• transaction reference;
• refund information; and
• information needed for accounting, tax, fraud-prevention, dispute-management or legal purposes.

Where Stripe is used, Stripe may process your payment-card or payment-method details, transaction information, device information and fraud-prevention information under its own privacy and security practices. Psychology Experts does not ordinarily receive or store your complete payment-card details.

Where PayPal is used, PayPal may process your PayPal account details, email address, payment information, transaction information, device information and other information needed to process and secure the payment under its own privacy and security practices.

Where payment is made by direct bank transfer, your bank and our bank may process information relating to the transfer. This may include your name, bank account details, payment reference, amount, date and any message or reference you include with the transfer.

Please avoid including sensitive clinical information in payment references or bank-transfer messages. If a payment reference is needed, use the invoice number or appointment reference where possible.

Psychology Experts generally receives only the information needed to identify, reconcile and record the payment. Payment and invoice information may be retained for accounting, taxation, fraud-prevention, dispute-management and legal purposes.

12. Service providers and recipients

We may provide personal data to service providers that help us operate Psychology Experts.

These may include providers of:

• appointment scheduling;
• video conferencing;
• email;
• newsletter delivery;
• website hosting;
• cloud storage;
• document management;
• payment processing;
• website maintenance and security;
• accounting and bookkeeping;
• professional advice;
• analytics;
• technical support; and
• business administration.

Providers currently used or expected to be used include:

• Meetergo;
• Zoom;
• Proton;
• Google;
• Microsoft;
• SendFox;
• Stripe, PayPal, banks and other payment providers used to process or receive payments;
• website hosting and maintenance providers;
• accountants, lawyers, insurers and other professional advisers, but only where reasonably necessary and with information limited according to the purpose. For example, accounting records will usually contain invoice numbers, appointment references, dates, amounts and payment status, not therapy notes, intake forms or detailed clinical information; and
• other providers communicated to you where appropriate.

We do not routinely disclose therapy notes, intake forms, psychological information or sensitive clinical information to insurers, employers, payment providers, banks or other administrative service providers. Where information is needed for accounting or financial administration, we use limited administrative or financial information wherever possible, such as invoice numbers, appointment references, payment amounts, dates and payment status. Sensitive clinical information is disclosed only where necessary for a legal, professional, insurance, complaint, safety or regulatory reason, and only to the extent reasonably necessary.

We may also disclose personal data:

• to the practitioner providing services;
• to authorised administrative personnel;
• to another healthcare or support professional with your authorisation;
• to emergency services where reasonably necessary;
• to safeguarding bodies or authorities where required or permitted;
• in response to a valid legal request, court order or legal process;
• to protect the rights, safety or property of Psychology Experts or another person;
• in connection with a business restructuring, merger, acquisition or transfer, subject to appropriate safeguards; or
• where otherwise permitted or required by law.

Service providers processing personal data on our behalf are expected to use it only for the services they provide to us, subject to their agreements with us and applicable law.
Some providers may act as independent data controllers for limited activities governed by their own privacy notices.

We previously used Acuity Scheduling for appointment bookings and related appointment administration. We no longer use Acuity for new bookings, but historical appointment-related information may remain stored in Acuity while we complete our transition to Meetergo and maintain access for continuity, record-keeping, verification, or administrative purposes. We intend to delete or export and securely archive remaining Acuity information when the account is no longer needed and once Meetergo has proven suitable for our appointment-management needs.

13. International transfers

Psychology Experts is based in Singapore and works with clients and service providers in different countries.
Personal data may be processed or stored in Singapore, Germany, Switzerland, the European Union, the United Kingdom, the United States or other jurisdictions used by our service providers.

Privacy laws in those jurisdictions may differ from the laws in your country.
Where personal data is transferred outside Singapore, we take reasonable steps to ensure that the recipient provides a standard of protection comparable to that required under Singapore’s PDPA.

Depending on the circumstances, safeguards may include:

• data processing agreements;
• contractual data-protection terms;
• standard contractual clauses;
• confidentiality obligations;
• access restrictions;
• encryption and security controls;
• reviewing providers’ privacy and security practices;
• restricting the type of information transferred; and
• transferring only information reasonably necessary for the relevant purpose.

14. International clients, informed choice and client responsibility

Psychology Experts provides online services to clients in different countries.
Clients freely decide whether they wish to work with Psychology Experts and remain responsible for making an informed decision about whether the services meet their personal needs.

Before booking or attending a session, you are responsible for providing accurate contact, billing and appointment information requested through our booking, intake or communication process.

If your location, insurance situation, legal requirements, tax position, reimbursement options or third-party documentation requirements matter to your decision to receive services, you are responsible for checking those matters before proceeding. This may include checking with your insurer, employer, government body, tax adviser, local authority or other relevant organisation where needed.

Before booking or attending a session, you are responsible for:

• providing accurate information requested through our booking, intake or communication process;
• telling us if information you previously provided is no longer accurate;
• deciding whether you wish to claim, submit or report mental health expenses to an insurer, employer, government body, tax authority or other third party;
• checking any reimbursement, referral, pre-authorisation, tax, documentation or recognition requirements that may apply if you choose to do so;
• determining whether an invoice, receipt, report or service from Psychology Experts may be submitted to or accepted by an insurer, employer, government scheme, tax authority, court, school, healthcare system or other third party;
• making any enquiries you consider necessary with an insurer, employer, government body, regulator, tax authority, local authority or other relevant organisation;
• obtaining independent legal, insurance, tax or regulatory advice where you consider it necessary; and
• deciding whether you wish to proceed after considering the available information.

Psychology Experts does not guarantee:

• insurance coverage;
• public or private reimbursement;
• recognition by a government body;
• acceptance of an invoice, receipt or report;
• eligibility for a benefit;
• tax deductibility;
• recognition by a court, school, employer, healthcare system or other third party; or
• any particular legal, insurance, tax, administrative or reimbursement outcome.

Unless expressly agreed in writing, Psychology Experts does not submit insurance, employer, government or tax reimbursement claims on behalf of clients.

You remain responsible for fees payable to Psychology Experts regardless of whether you choose to seek reimbursement, whether reimbursement is available, or whether a claim, deduction or submission is accepted.

Any information Psychology Experts provides concerning insurance, reimbursement, professional recognition, tax treatment or local requirements is general information only. It is not legal, insurance, tax or regulatory advice and does not guarantee eligibility, deductibility, reimbursement, recognition or approval.

By booking or attending a session, you confirm that you:

• have received or had access to information about the service;
• have had an opportunity to ask questions;
• understand that services are provided internationally and online;
• understand the limitations and risks described in the applicable policies and agreements; and
• have chosen to proceed on an informed and voluntary basis.

Psychology Experts may decline, postpone, suspend or discontinue a service where:

• information provided is inaccurate or incomplete;
• online services appear unsuitable;
• adequate emergency planning is not possible;
• providing the service creates a legal, professional, insurance, ethical, clinical or safety concern; or
• continuing the service would otherwise be inappropriate.

Nothing in this Privacy Policy excludes, limits or transfers a duty or liability that cannot lawfully be excluded, limited or transferred.

15. Additional information for individuals in Europe and the United Kingdom

Where the EU or UK GDPR applies, you may have the right to:

• receive information about how your personal data is processed;
• request access to your personal data;
• request correction of inaccurate or incomplete information;
• request deletion in certain circumstances;
• request restriction of processing;
• object to certain processing;
• object to direct marketing;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent; and
• complain to the relevant data-protection authority.

These rights are not absolute.

A request may be limited where retaining or using information is necessary for:

• legal compliance;
• client safety;
• safeguarding;
• maintaining appropriate therapy or clinical records;
• protecting another person’s confidentiality;
• establishing, exercising or defending legal claims; or
• another lawful reason.

Where we transfer data subject to the EU or UK GDPR internationally, we use an available transfer mechanism where required. This may include adequacy arrangements, standard contractual clauses or another permitted safeguard.

If Psychology Experts is required to appoint an EU or UK representative, the representative’s contact details will be added to this Privacy Policy.

16. Additional information for individuals in Switzerland

Where the Swiss Federal Act on Data Protection applies, you may have rights to:

• request information about how your personal data is processed;
• request access to personal data;
• request correction of inaccurate data;
• request deletion or restriction in appropriate circumstances;
• object to certain processing; and
• contact the competent Swiss authority.

These rights remain subject to applicable limitations, including legal, professional, safety, record-keeping and third-party confidentiality requirements.

17. Additional information for individuals in Australia

Where the Australian Privacy Act 1988 and the Australian Privacy Principles apply, health information is treated as sensitive information.

We generally seek to collect health information directly from you and only where it is reasonably necessary for providing or administering our services and an appropriate basis for collection exists.

You may request:

• access to personal information we hold about you;
• correction of inaccurate or incomplete information; and
• information about how your personal information has been handled.

You may also make a privacy complaint using the contact details below. We will review the complaint and respond within a reasonable period.

Information relating to Australian clients may be processed outside Australia, including in Singapore, Germany, Switzerland, the European Union, the United Kingdom and the United States.

Where Australian privacy requirements apply to an overseas disclosure, we take reasonable steps intended to ensure that overseas recipients handle the information consistently with applicable requirements.

If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner.

18. Additional information for individuals in the United States

Depending on the nature of our relationship with you, your physical location and the services provided, additional federal or state privacy laws may apply.

Psychology Experts does not represent that it is automatically a covered entity or business associate under the US Health Insurance Portability and Accountability Act of 1996 (“HIPAA”) merely because it provides a psychological service to a person located in the United States, or a citizen of the United States abroad.

Where HIPAA or another applicable US health-privacy law applies to a particular service or relationship, we will handle the relevant information in accordance with the requirements that apply to us.

Residents of certain states may have additional rights concerning personal or consumer-health data. Depending on the applicable law, these may include rights to:

• know what information is collected;
• request access;
• request correction;
• request deletion;
• withdraw consent;
• restrict certain uses or disclosures;
• opt out of certain advertising or data sales; and
• appeal a decision concerning a request.

Psychology Experts does not sell client therapy information.
Requests concerning US privacy rights may be submitted using the contact details below. We may need to verify your identity and place of residence before responding.

19. Cookies and website analytics

Cookies are small files or identifiers stored on or accessed through your device.
Our website may use the following categories.

Essential cookies
These may be required for:

• security;
• website operation;
• remembering privacy preferences;
• preventing spam or misuse;
• completing forms; and
• maintaining website sessions.

Analytics cookies
Where consent is required, we may use limited analytics to understand:

• which pages are visited;
• how visitors reach the website;
• website performance;
• useful or popular content; and
• technical errors.

Third-party and embedded content
Pages may contain forms, booking functions, videos, social-media links or other content provided by third parties.
Those providers may collect technical data when you interact with their services.

Where legally required and technically available through our website tools, non-essential cookies will be subject to consent controls.

You may change your preferences through the website’s cookie settings or your browser. Disabling some cookies may affect website functionality.

20. Advertising and social media

We may maintain profiles on social-media platforms.
If you contact or interact with us through social media, the platform may process information under its own privacy terms.

Social media is not an appropriate channel for sending private therapy-related information.

We do not use:

• client intake information;
• therapy records;
• session notes;
• information disclosed during sessions; or
• information identifying an individual as a client
• for behavioural advertising.

Where advertising or audience-measurement tools are used on the public website, they will be subject to applicable consent requirements.

We will not intentionally create advertising audiences based on information indicating that an identifiable person is seeking or receiving psychological services.

We do not intentionally use retargeting pixels on client intake forms, booking forms or therapy-session pages.

21. Data security

We use reasonable administrative, technical and organisational safeguards appropriate to the nature and sensitivity of the information processed.

These may include:

• access controls;
• password protection;
• multi-factor authentication;
• encryption where available;
• secure internet connections;
• restricted sharing permissions;
• confidentiality obligations;
• data minimisation;
• account and permission reviews;
• security updates;
• backups where appropriate;
• secure disposal procedures; and
• procedures for responding to suspected privacy or security incidents.

No website, email system, video platform, cloud service or internet transmission can be guaranteed to be completely secure.

Clients should also take reasonable steps to protect:

• their devices;
• passwords;
• email accounts;
• meeting links;
• internet connections; and
• physical environment during sessions.

22. Data retention

We keep personal data only for as long as reasonably necessary for the purposes for which it was collected and for appropriate clinical, administrative, safety, legal, accounting, tax, insurance and professional purposes.

Retention periods may differ according to the type of information, the client’s age, the service provided and the legal requirements that apply.

Historical appointment-related information held in Acuity will be reviewed and deleted, exported, or securely archived when the Acuity account is no longer necessary for continuity, record-keeping, verification or administrative purposes.

Enquiries from people who do not become clients
Enquiry information may be retained for a reasonable period to:

• respond;
• manage follow-up;
• maintain administrative records;
• resolve complaints; and
• demonstrate how the enquiry was handled.

Booking and appointment records
Booking records may be retained for:

• appointment administration;
• payment and billing;
• accounting;
• dispute management;
• security; and
• legal purposes.

Client intake information and therapy records
Client intake information, session notes and related records may be retained for the period reasonably required by applicable:

• legal requirements;
• professional standards;
• clinical record-keeping practices;
• insurance obligations;
• safeguarding considerations; and
• dispute or complaint procedures.

A deletion request does not necessarily require us to delete an appropriate clinical, billing or legal record before the applicable retention period has ended.

Financial information
Invoices, transaction records and related financial information may be retained for the period required under applicable tax, accounting and corporate laws.

Newsletter information
Newsletter information is retained while you remain subscribed.
After you unsubscribe, we may retain limited information on a suppression list so that your unsubscribe request continues to be respected.

Website and security records
Website logs, consent records and security information may be retained for a limited period based on operational, evidence and security needs.

When information is no longer reasonably required, we will delete it, anonymise it or securely restrict access where appropriate and practicable.

23. Accuracy and correction

We take reasonable steps to ensure that personal data used to provide services or make decisions affecting you is accurate and sufficiently complete.

You are responsible for providing accurate information and informing us when relevant information changes.
You may request correction of inaccurate or incomplete personal data, subject to verification and applicable legal exceptions.

24. Access, correction and withdrawal of consent under Singapore law

Subject to the exceptions permitted under Singapore law, you may request:

• access to personal data we hold about you;
• information about how your personal data has been used or disclosed during the applicable period;
• correction of inaccurate or incomplete personal data; and
• withdrawal of consent for future collection, use or disclosure.

We may need to verify your identity and clarify the information requested.

A reasonable fee may be charged for an access request where permitted by law. If a fee applies, we will provide an estimate before proceeding.

Information may be withheld where access is prohibited, not required or inappropriate under applicable law. This may include where disclosure would:

• reveal another person’s personal data;
• breach another person’s confidentiality;
• threaten a person’s safety or wellbeing;
• interfere with an investigation;
• reveal legally privileged information; or
• fall within another applicable exception.

Withdrawing consent
You may withdraw consent by contacting us.
Withdrawal does not affect processing that occurred lawfully before consent was withdrawn.

Withdrawal may also not require deletion of information that we are permitted or required to retain for:

• legal;
• clinical;
• safety;
• contractual;
• insurance;
• accounting;
• tax; or
• professional reasons.

Depending on the information concerned, withdrawing consent may mean that Psychology Experts can no longer provide some or all services.

We will explain the likely consequences where reasonably possible.

25. Privacy complaints and requests

To exercise a privacy right, ask a question or raise a concern, contact:
Data Protection Officer / Data Protection Contact
Psychology Experts PTE. LTD.
Email: admin [at] psychologyexperts [dot] online
Postal address: Savvilio, 138 Robinson Road, #26-01 Oxley Tower, Singapore 068906

Please provide enough information for us to identify and respond to your request. Do not send unnecessary sensitive information.

We may request reasonable evidence of identity before releasing, correcting or deleting personal data.
We aim to respond within the period required by applicable law. If more time is needed, we will provide an update where required.

If you remain dissatisfied, you may have the right to complain to:

• the Personal Data Protection Commission of Singapore;
• the competent data-protection authority in the European Economic Area or United Kingdom;
• the Swiss Federal Data Protection and Information Commissioner;
• the Office of the Australian Information Commissioner; or
• another authority with jurisdiction over the matter.

26. Data breaches and security incidents

We maintain procedures for identifying, assessing and responding to suspected personal-data breaches and security incidents.

Where a breach is notifiable under an applicable law, we will notify the appropriate authority and affected individuals within the required timeframes.

The content and timing of any notification will depend on:

• the information involved;
• the likelihood and seriousness of harm;
• the individuals affected;
• the applicable law; and
• any steps taken to contain or reduce the risk.

27. Emergency situations
Psychology Experts does not provide:

• emergency medical services;
• emergency psychiatric services;
• crisis intervention;
• continuous monitoring;
• 24-hour support; or
• an emergency-response service.

Do not rely on:

• email;
• website forms;
• social-media messages;
• Meetergo;
• Zoom; or
• a future scheduled appointment
• for an urgent or emergency situation.

If you believe that you or another person may be in immediate danger, contact the emergency services, crisis service or nearest emergency department in the location where you are physically present.

28. Links to other websites

Our website may contain links to third-party websites, platforms or resources.
We do not control and are not responsible for the privacy, security or content practices of third-party websites.
You should review the privacy policy of a third party before providing personal data through its service.

29. Changes to this Privacy Policy

We may update this Privacy Policy to reflect:

• changes in our services;
• changes in technology or providers;
• changes in our data-handling practices;
• legal or regulatory developments;
• security improvements; or
• operational changes.

The current version will be published on this page with the latest update date.
Where a change materially affects how existing client information is used, we will provide additional notice where reasonably appropriate or legally required.

30. Contact us

For privacy questions, requests or complaints:
Psychology Experts PTE. LTD.
Website: www.psychologyexperts.online
Email: admin [at] psychologyexperts [dot] online
Registered address: Savvilio, 138 Robinson Road, #26-01 Oxley Tower, Singapore 068906

For general information about our services, please use the contact details published on our website.

Other documents: Terms of Service – Therapy Agreement – Patient Information and Consent Form