Privay Policy – NexaTherapy

1. Introduction 

NexaTherapy Pte. Ltd., Singapore, UEN 202514884M, (“we“, “us” or “our“) value your privacy, and are committed to protecting your personal data (being information or an opinion about an identified individual or an individual who is reasonably identifiable) (“Data“). This Privacy Policy explains and governs how we collect, use, store, process and disclose your Data when you use our platform and services (collectively the “Platform“). Capitalized terms and expressions used in this Privacy Policy, unless otherwise defined here, have the same meaning given to them in our Terms of Service at https://www.nexatherapy.com/terms-of-service.  

By accessing or using our Platform, you agree and consent to the use of your Data in accordance with this Privacy Policy and our Terms of Service. If you do not agree to the collection, use or disclosure of your Data as set out herein, we will not be able to provide you with access to or use of our Platform.  

2. What Data We Collect 

We collect, use, disclose and process Data from you when you visit and use the Platform, when you register for an account with us, when you submit information to us by filling in forms on our Platform, when you apply for a position with us, when we provide you with customer support, or when you request to join a mailing list or be contacted for further information about our products or services. We may also collect Data from third party sources, including but not limited to our third-party service providers, or through publicly available sources.  

The Data we collect from you will differ depending on the nature of your engagement with us. Such Data includes: 

1. for individuals who sign up to access therapy services via the Platform (“Clients“) 
   • full or preferred name; 
   • contact details (including phone number, address, email address); 
   • date of birth;
   • gender identity and pronouns;
   • present concerns and therapy goals; 
   • self-reported mental and/or physical health information (including relevant history) provided through intake questionnaires for onboarding and matching purposes; 
   • feedback submitted in respect of the Platform;
   • therapist case notes relating to the Client (therapist-only, unless required by law);
   • payment details and financial information; 
   • technical data, including the Internet Protocol (IP) address used to connect your computer to the Internet and your log-in Data; and
   • Data about your visit to our Platform, including information about how you use the Platform (e.g., pages or features you access). 
2. for individuals who sign up to provide therapy services via the Platform (“Therapists“)
   • full name;
   • contact details (including phone number, address, email address);
   • professional credentials and other information about your current and former employment (such as licence information, specializations, previous place of work and position, and qualifications);
   • information required for you to do business with us (including bank account details);
   • information required as part of our recruitment process (for example, profile photograph, biography, availability, pricing, immigration or visa status, trade union membership, details of any criminal convictions whether disclosed by you or via you consenting to us performing a criminal record or background check); and
   • Therapist case notes (therapist-only documentation) created and maintained within the Platform (not visible to Clients); and
   • Session validation records (e.g., session attendance status, completion confirmation, cancellations and no-show events).
     

For avoidance of doubt, NexaTherapy does not record therapy sessions (audio or video) and does not store session recordings or transcripts. 

We will only collect sensitive information (including health information, information about your race, sexual orientation, criminal record, religion, or political views) from you in accordance with this clause 2, with your consent, or where subject to an exception under applicable law.  

3. How We Use Your Data 

We use and disclose the Data that we collect for a variety of administrative, service-provision and general business management purposes, including to: 

1. provide, improve, and develop our Platform; 
2. process and assess Therapist applications; 
3. provide access to and operate the Platform for Clients, and fulfil our obligations under the Terms of Service; 
4. research, design and launch new features or products on our Platform; 
5. facilitate matching and booking between Clients and Therapists on our Platform; 
6. process payments made on the Platform securely; 
7. comply with applicable laws and policy requirements; 
8. enable session validation; 
9. monitor compliance and safety; and/or 
10. provide customer support and respond to queries or complaints about our Platform or the services performed on the Platform. 

We may also use Data for the purposes of marketing our Platform and to send you advertising and promotional materials that may be of interest to you, with your consent. If you have previously given your consent to receive advertising and promotional materials, but do not wish to continue to receive such information from us, you may elect to be removed from our mailing list.  

We may deploy automated analytics or AI-assisted features on the Platform for platform operations, integrity, security and user experience. For avoidance of doubt, NexaTherapy does not use such tools to analyse therapy sessions or therapist case notes. Any Data processed through such tools remains subject to this Privacy Policy. 

4. Disclosure of Data  

We may share your Data with Therapists from whom you have elected to receive services via the Platform for the purposes of matching, booking and service delivery. 

We may also share your Data with our service providers who perform certain functions on our behalf or assist us in providing certain functions. Such service providers include, but are not limited to: 

1. payment processors; 
2. hosting providers; 
3. platform developers.  

We do not sell your Data to third parties. For avoidance of doubt, therapist case notes are not shared with Clients and are accessible only to the relevant Therapist, except where required by law.  

We may disclose or share your Data, without notice, only if required to do so by law or where we believe in good faith that any such action is necessary to:  

1. comply with legal or regulatory requirements imposed on us; 
2. protect and defend our rights or property or the rights or property of any of our Clients, Therapists, or members of the public; 
3. provide you with a service you have requested or to facilitate your engagement with us; or 
4. act under exigent circumstances to protect the personal safety of users of our Platform, or the general public. 

We may also disclose your personal Data to third parties in the event that we sell or buy any business or assets, in which case we may disclose your Data to the prospective seller or buyer of such business or assets. 

5. Access to Therapist Notes 
We do not access Therapist case notes unless required by law, where necessary to respond to a valid legal, regulatory, safety, or dispute-related request, or as part of an active compliance review. Such access does not constitute clinical supervision, assessment, or evaluation of therapy outcomes. Access to Therapist case notes is restricted, logged, and handled by trained compliance officers under confidentiality obligations. 

6. International Data Transfers 

The Platform is hosted in Singapore and is accessible to Clients and Therapists in other jurisdictions. 

As we connect Clients and Therapists online across jurisdictional borders, we may disclose Data outside of the jurisdiction from which it was collected. For example, therapists may access your Data from different jurisdictions where they are located. As our Platform expands, Data may be disclosed to additional jurisdictions from time to time. 

Additionally, in order to operate the Platform, provide you with our services, conduct our business, and carry out the purposes set out in this Policy, your Data may be transferred to, stored, disclosed and processed by us or by our service providers with whom we share your Data, in various countries including, but not limited to, Singapore, Malaysia and Australia.  

All transfers and disclosures of Data are: 

1. made in accordance with appropriate safeguards; and 
2. carried out in accordance with the Personal Data Protection Act 2012 (Singapore), General Data Protection Regulation (where applicable), Privacy Act 1988 (Cth) and other applicable data protection legislations. 

7. Your Rights 

You have the right to: 

1. access your Data that is in our possession or control; 
2. request to correct an error or omission in, or update that Data; and/or 
3. request that we stop or restrict certain collection, use or disclosure of your Data, subject to legal and operational limitations. 

These rights may be exercised by contacting us at support@nexatherapy.com or such other contact details as notified by us, with the subject line “Privacy Request”. For avoidance of doubt, therapist case notes are created and controlled by Therapists, and access requests relating to such notes may be subject to applicable law and professional obligations. However: 

1. restricting or limiting our collection, use or disclosure of your Data may restrict access to certain Platform features. 
2. we may continue to retain your Data where required for legal and compliance purposes. 

You may also submit a privacy complaint against us using the contact details listed in clause 11 of this Privacy Policy. We will acknowledge receipt of privacy-related requests within 3 business days and will use reasonable endeavours to respond in writing within 30 days. Where the request is complex or requires additional time, we will notify you of the expected timeframe. If you are dissatisfied with the response that you receive from us, you have the right to make a complaint to the relevant regulatory authority in your jurisdiction. 

8. Data Retention 

We retain your Data only for as long as necessary to fulfil the purpose for which the Data was collected and will take steps to securely remove Data if retention is no longer necessary for legal or business purposes.  

Different categories of Data may be retained for different periods depending on the purpose for which the Data was collected and any applicable legal, regulatory or compliance requirements. 

Therapist case notes are retained for continuity of care and compliance purposes and may be retained for a period determined by the relevant Therapist’s professional obligations and applicable law. 

9. Security Measures 

To safeguard Data against unauthorized access, collection, use, disclosure, modification and other similar risks, we have implemented appropriate and robust administrative, physical and technical measures to protect Data in our possession. Such measures include: 

1. encryption in transit for therapy sessions and communications, and encryption at rest where applicable; 
2. secure hosting with firewall protections, access controls and monitoring; 
3. Role-Based Access Control (RBAC) and least-privilege access to sensitive Data;  
4. security monitoring and periodic reviews of access logs and administrative actions; and 
5. as a privacy-by-design measure, NexaTherapy does not record therapy sessions or store session recordings or transcripts. 

While we will make every effort to keep our systems secure, electronic transmissions over the internet are never 100 percent secure against cyberthreats. Therefore, it is also your responsibility to secure your devices, make full use of security tools that we may provide on the Platform, and to use a secure password and maintain the confidentiality of your Data. 

10. Updates to This Policy 

We may update this Privacy Policy from time to time. Changes will be posted on this page, and such changes shall take effect from the date of posting. If at any point we decide to use your Data in a manner that is materially different from that which was stated at the time it was collected, we will notify you via email or via prominent notice on our website, and where necessary we will seek your prior consent. 

11. Contact Us 

For privacy concerns, contact: 
support@nexatherapy.com 
NexaTherapy Pte. Ltd., Singapore