Privacy Policy | Mentalmatrix.uk

Privacy Policy

Effective Date: 17.05.2024

Introduction

Redefining Mental Wellness in the Digital Age

Welcome to where the future of mental health unfolds. Mentalmatrix isn’t just a platform; it's a movement. By blending cutting-edge technology with deeply personalized care, we're making mental wellness not only more accessible but a seamless part of your daily life. Every aspect of Mentalmatrix is designed with you in mind—from our intuitive platform that connects you with the care you need, when you need it, to our groundbreaking approach that integrates traditional therapy with the latest digital innovations. Here, finding help isn’t just easy; it’s instinctive.

Our team of forward-thinking psychologists and therapists isn’t just at the forefront of their fields—they’re at your side whenever you need them. With expertise spanning across various disciplines, our professionals are more than just caregivers; they are your partners in the journey towards a healthier, more vibrant self.

At Mentalmatrix, we promise more than just therapy; we deliver a bespoke wellness experience that’s perfectly aligned with your life. Privacy, integrity, and connectivity are the pillars of our service. We’re dedicated to fostering a supportive network where everyone can thrive—safely and securely. Step into a new era of mental health with Mentalmatrix. It’s bold, it’s empowering, and it’s tailored just for you. Let’s make mental health care something everyone can access, understand, and benefit from. Begin your journey to better mental health today—join our community, and see the difference innovation and care can make.

Will this document be updated?

We may update this Privacy Policy. When we make significant changes to this Policy, we will notify you through our website or app when you log in to your account. We encourage you to periodically review this page for the latest information.

How to navigate this document

This document is broken into seven sections divided by topic. To navigate to a section, reference the list below which provides examples of the types of questions that will be answered in that section. When you find a section that interests you, just click on it and you’ll be automatically directed there.

Data Collection and Processing

What data do we collect, store, and process?

We collect and process data to operate the Platform and make sure you are able to use our services effectively. We may also process data to send you periodic emails or text messages. In some cases, these communications are to help provide services. Other times, 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 Parties for advertising purposes. You can find more details in the relevant sections of this Policy.

What specific data are you processing and why do you collect it?

What data we process depends on how you’re using our website, app, or the Platform. We explain in the section below the specific data we collect and process and, in the section following this, the business purpose for collecting and processing this data.

Name of category of data: Information that is collected and what it is used for

Visitor data

What is collected: 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.
What it is used for: Connecting you with therapy services, facilitating tools for you and your Psychologist, 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.

Onboarding data

What is collected: To create an account with the Platform, the user first fills out a questionnaire. We process the information used to complete this questionnaire.
What it is used for: Connecting you with therapy services, 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, send opportunities, promotions, news, updates and reminders about our services and your account.

Account Data

What is collected: 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.
What it is used for: Facilitating therapy tools for you and your Psychologist, 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.

User ID

What is collected: We assign each user (including Psychologists) 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.
What it is used for: Connecting you with therapy services, facilitating therapy tools for you and your Psychologist, 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.

Transaction Data

What is collected: 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.
What it is used for: Connecting you with therapy services, facilitating therapy tools for you and your Psychologist, 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.

Engagement Data

What is collected: We process usage data about how you interact with emails we send and different features when you’re logged into the platform. 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 onto 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.
What it is used for: Facilitating therapy tools for you and your Psychologist, 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.

Therapy Data

What is collected: We process written communications and related information users share with their Psychologist to facilitate the therapy. This includes messages with Psychologists, 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 Psychologists.
What it is used for: Facilitating therapy tools for you and your Psychologist, complying with laws.

Therapy Quality Data

What is collected: We process client feedback about their Psychologist including, ratings and reviews of their Psychologist, actions regarding switching Psychologists or quitting therapy, and the reason selected by the client. We process Psychologist session availability, session cancellations, and no-shows.
What it is used for: Connecting you with therapy services, facilitating therapy tools for you and your Psychologist, 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.

Customer Service and Communications Data

What is collected: We process communications users have with our Customer Service team.
What it is used for: Communicating with you, complying with laws, protecting your safety and the safety of others.

Psychologist Data

What is collected: In order to engage with Psychologists who express an interest in working with us (such as individuals who provide information at in-person or online recruitment events), follow up with Psychologists who applied to work with us on the status of their applications, to identify, match, credential, re-credential, run checks, issue 1099s, and pay Psychologists, we process Psychologist information such as the Psychologist’s name, bank account information, gender, date of birth, governmental identification numbers (SSN/FEIN), email address, phone number, address, NPI number (if applicable), license information, CAQH number (if applicable), and areas of interest/expertise, education, and job history. Psychologists may also separately and outside of this Policy, consent to using facial scans to assist logging them in and verifying their identity.
What it is used for: Connecting you with therapy services, facilitating therapy tools for you and your Psychologist, 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.

Mentalmatrix Business Data

What is collected: Mentalmatrix Business is our offering for employers and groups bringing behavioral health services to their organizations. To facilitate these services, we also process data from individuals who engage with us and provide their data in a professional capacity on behalf of an organization, such as: Business owners who request a Mentalmatrix Business product demonstration; HR managers responsible for overseeing their company's active Mentalmatrix Business account ("Account Administrator"); Conference attendees who attend a Mentalmatrix presentation or event, and provide information for additional outreach from our representatives. Such data includes the individual's name, organization email address, title, organization name, and organization size. With your consent, we may record and transcribe Mentalmatrix Business product demonstrations.
What it is collected for: 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.

Psychologist Engagement Data

What is collected: For Psychologists, we process such data as number/times of Psychologist logins to the Platform, the number of live sessions conducted by a Psychologist, number of messages and words exchanged by a Psychologist, number of worksheets shared by a Psychologist, and number of journal entries shared with a Psychologist.
What it is used for: Connecting you with therapy services, facilitating therapy tools for you and your Psychologist.

Clinical Health Record

What is collected: We process "Clinical Health Record" which is a record with the minimum information your Psychologist would need to identify you and document the services you received. This Record includes your Psychologist’s internal notes, dates you received services, and the following specific subsets of Onboarding, Account, and Therapy data: "Onboarding data": Onboarding Questionnaire Answers; "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 Psychologist, worksheets, journal entries that are shared with Psychologist, Psychologist’s internal notes.
If you’re a Psychologist on our Platform, or being recruited to join us, in addition to the above, we may process Psychologist Data, Therapy Quality Data, Psychologist Engagement Data, User ID, Onboarding Data, Account Registration Data to: Assist in the Psychologist 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 Mentalmatrix Clinical Operations team, and feedback from clients; Offer you information about new features, opportunities, perks and other incentives; Promote your profile on Mentalmatrix and with Third Party websites and directories to get you more clients (to opt-out email Psychologists@mentalmatrix.uk); Send you email, calls or SMS reminders, notifications & updates about your application, profile or account.
In addition to processing, we also share some data with Service Providers 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. For more information please see the section: "What are the purposes for sharing my data?"

Do you process location data?

We process your IP address to determine your rough location so that we can personalize the platform for you. For example, we show you relevant information about our service that applies to visitors from your country.

We also utilize your rough location to improve your user experience when using our platform. 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 Psychologist 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. Here is the ReCAPTCHA Privacy Policy and Terms of Service.

To learn about the additional purposes for which we process IP addresses, please see:

Why do you collect and process my data?
Are you using my data for advertising?
Additional Privacy Notice for California Residents

Data Sharing

What are the purposes for sharing my data?

Here’s some more information about the purposes for which we share your data:

Your data may be shared to comply with applicable laws. For example, a court might subpoena information from us where we would be required to share certain information requested in the subpoena. This is not unique to Mentalmatrix and is applicable to in-person therapy as well. Keep in mind that, as a general rule, we defer to your chosen Psychologist to decide to produce (or not produce) any psychotherapy notes or messages you have had with them. Many jurisdictions have strict rules governing Psychologist/client relationships and the confidentiality requirements associated with that. We encourage you to discuss with your Psychologist early on if you have concerns about their disclosure obligations.

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. For example, a paralegal at our parent company may receive subpoenas or legal correspondence on behalf of Members or former Members and make sure they are provided to Mentalmatrix’s Legal team to address.

We may share certain data with Service Providers 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 Psychologists 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.
Billing and payment processing Service Providers: For example, we use Stripe to help process payments in a secure way. Stripe also assists us in paying Psychologists and issuing tax documents to them. For this purpose, we may share email addresses of Psychologists with Stripe and other data that is needed to pay Psychologists such as a Psychologist’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.

If you’re a Psychologist on our Platform, or being recruited to join us, in addition to the above, we may share certain data with Psychologist recruiters in order to facilitate, monitor, and track the recruitment process.

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. If you have any questions on how your data will be used by or shared with your EAP, please reach out to your EAP directly.

We may share some of your data in connection with an asset sale, merger or bankruptcy. 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.

If you opt in to "Analytics (previously "Performance cookies")", we may use analytics cookies from trusted Service Providers to process 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.

If you opt in to "Advertising (previously "Targeting cookies")" and web beacons, information regarding your activity on our websites, excluding activity when you’re logged in and have started therapy, may be shared for advertising purposes. To learn more, see section: "Are you using my data for advertising?"

How do you use my data to comply with the law?

When required by law, we cooperate with government agencies. This is not unique to Mentalmatrix and is applicable to in-person therapy as well. For example, a court might subpoena information from us where we would be required to share certain information requested in the subpoena. Keep in mind that, as a general rule, we defer to your chosen Psychologist to decide to produce (or not produce) any psychotherapy notes or messages you have had with them. Many jurisdictions have strict rules governing Psychologist/client relationships and the confidentiality requirements associated with that. We encourage you to discuss with your Psychologist early on if you have concerns about their disclosure obligations.

You should also be aware that Psychologists may be obliged to disclose information to authorities to meet professional and legal responsibilities. 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. You should speak with your Psychologist if you have concerns about this.

Do you sell my data?

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. For specific information on your data rights as a resident of California, see the additional notice for California residents.

Are you using my data for advertising?

In order to reach people who may be looking for mental health support, we advertise on some Third Party web properties such as Third Party websites and apps. In order to minimize advertising costs related to this process and downstream costs to you, we strive to deliver ads that are relevant, interesting, and personal.

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, 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. Retargeting advertising is a type of advertising whereby advertisers leverage the fact that you viewed a page or took an action on their site to advertise to you again on third party properties in the hope that you will see the ad and return to their site.

To be clear, we don’t share any data or information you share with your Psychologist 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, email addresses, phone numbers, clinician diagnosis, questionnaires answers, sessions data, journal entries, messages, worksheets, or any other type of private communication you have with your Psychologist on the Platform.

For additional information regarding Third Parties that Mentalmatrix may share data with, please reference our Third Party Partners Disclosure List.

At Mentalmatrix, we are dedicated to providing you with the highest standard of mental health care while ensuring your privacy and data security. Our comprehensive Privacy Policy is designed to keep you informed and secure, making your mental wellness journey as seamless and protected as possible. We value your trust and are committed to transparency in all our practices.

Thank you for choosing Mentalmatrix. We look forward to supporting you on your journey to better mental health.

Contact Us

If you have any questions or concerns about this Privacy Policy, or if you would like to exercise your data protection rights, please do not hesitate to contact us:

Email: info@mentalmatrix.uk

We are here to assist you and ensure that your experience with Mentalmatrix is positive and secure.