Terms of Service

Welcome to NexaTherapy, an online therapy service platform that is owned and operated by NexaTherapy Pte. Ltd. (“we”, “our”, “us”). By accessing or using our services, including our website, our application, our application programming interfaces (API), and any information or content appearing therein (collectively the “Platform”), you agree to comply with and be bound by the following Terms of Service (“Terms”), regardless of whether you are a non-paying visitor, Client or Therapist (both capitalised terms as defined below).

Please read these Terms carefully before accessing or using the Platform. If you do not agree to these Terms, you must not access or use the Platform.

1. Nature of Platform / Services

1.1 Our Platform is an online marketplace that connects users with independent, qualified, credentialed, and experienced mental health professionals. We are not a healthcare provider and we do not provide therapy, counselling, or clinical services.

1.2 Please do not use the Platform for crisis or emergency situations. If you are experiencing a medical crisis or emergency, please consult a medical professional or contact emergency services immediately.

2. Platform Usage

Eligibility

2.1 To use the Platform, you must be at least 18 years of age and capable of entering into a legally binding contract. If you are under 18 years of age, you must have parental or legal guardian consent to use the Platform. By using the Platform, you represent and warrant that you meet these requirements.

2.2 If you are accessing or using our Platform as a representative of an entity, you represent that you have the necessary authority to accept these Terms on behalf of that entity.

Acceptable Use

2.3 You agree to use the Platform only for lawful purposes and in accordance with these Terms.

2.4 You agree not to do any of the following in connection with your use of the Platform:

2.5 Use the Platform for or in connection with any unlawful or unauthorised purposes in violation of any applicable national or international law or regulation.

2.6 Engage in conduct that restricts or inhibits anyone’s use or enjoyment of the Platform.

2.7 Harass, abuse, or harm another person or infringe upon their rights.

2.8 Use the Platform to transmit viruses, malware, or other harmful content.

2.9 Any personal data which you provide us is subject to the latest version of our Privacy Policy, which is incorporated by reference into these Terms.

3. User Responsibilities

3.1 The Platform may be used to connect paying users (each a “Client”) with an independently qualified, credentialed, and experienced mental health professional (“Therapist”) who will provide services to Client through the Platform (“Therapist Services”) during a specified timeslot as agreed upon between the Client and the Therapist (“User Session”).

3.2 We require every Therapist to be responsible for ensuring that the services they provide, including their qualifications, services, and communications, are accurate and comply with all relevant laws and regulations.

3.3 We require you to provide truthful, accurate and up-to-date personal information when registering for an account on our Platform, and to communicate respectfully with other users, whether Clients or Therapists. You are responsible for keeping your password secure and confidential. You agree not to share your account credentials or give others access to your account. If and when we suspect that your account is shared by multiple users, we may treat this as a security breach and terminate your account.

3.4 Without affecting the generality of the foregoing, if you are using our Platform as a Client, you acknowledge and agree to the following:

1. You are responsible for selecting a Therapist that best suits your personal, cultural, and clinical needs.
2. We do not verify whether a Therapist that you have selected on the Platform is licensed in your country or jurisdiction.
3. It is your responsibility to ensure that online therapy is appropriate for your condition, and seek in-person or emergency services if in crisis.
4. You will provide accurate and complete information when registering for the use of our Platform and in the course of your use of our Platform.
5. You will respect scheduled session times and comply with the cancellation policy.
6. You will engage respectfully with the Therapists and our staff.

4. Credential Verification

4.1 NexaTherapy may engage independent third-party verification providers to verify credentials submitted by Therapists, including academic qualifications, professional accreditations, training certificates, insurance documentation, and other supporting materials. By submitting credentials for verification, Therapists consent to NexaTherapy sharing relevant documentation and personal information with such verification providers solely for the purpose of credential verification.

4.2 NexaTherapy does not guarantee the accuracy, completeness, or timeliness of any third-party verification result and shall not be liable for errors, omissions, or delays by such verification providers.

5. Therapy Sessions

Session Validation

5.1 NexaTherapy does not record audio or video of therapy or coaching sessions.

5.2 Session attendance, cancellations, rescheduling, or missed sessions may be reflected through Platform records, booking activity, system logs, timestamps, and other administrative data generated in the ordinary operation of the Platform (“Session Validation”).

5.3 In the event of a dispute relating to session attendance, billing, cancellation, or no-show status, NexaTherapy may review relevant administrative and platform-related records, including booking history, system logs, timestamps, and relevant communications, for the purpose of resolving such dispute. NexaTherapy does not access or review the content of therapy or coaching sessions.

5.4 Session validation and any related review processes are procedural in nature and are used solely for administrative, billing, and dispute resolution purposes. NexaTherapy does not assess the quality, appropriateness, or outcomes of therapy services.

5.5 For the avoidance of doubt, NexaTherapy does not supervise, monitor, or evaluate the professional advice, clinical judgement, or therapeutic services provided by Therapists.

Confidentiality

5.2 [Note: Content starts here as provided] We are committed to maintaining the confidentiality and security of all therapy session-related administrative data generated through the Platform (collectively, ‘Session Data’). For the avoidance of doubt, NexaTherapy does not record, store, or access audio or video content of therapy or coaching sessions, nor does it generate or retain verbatim transcripts of such sessions.

5.3 Session Data refers solely to technical and administrative information such as booking records, session validation responses, system logs, timestamps, and related platform-generated metadata. All Session Data is encrypted using industry-standard encryption protocols and stored securely within the Platform’s administrative systems.

5.4 Access to Session Data is strictly limited to authorised personnel for the purposes of platform administration, compliance monitoring, and dispute resolution. NexaTherapy does not access or review the content of therapy or coaching sessions. We do not share Session Data with third parties except as required by law or with the explicit consent of Client and Therapist.

5.5 Therapist case notes, where created, are maintained by the relevant Therapist for professional purposes and are not accessed by NexaTherapy except where required by law or as necessary to respond to a valid legal, regulatory, safety, or dispute-related request, and do not constitute records maintained or controlled by NexaTherapy.

5.6 By using our Platform, you acknowledge and agree that:

1. NexaTherapy does not supervise, monitor, or evaluate the professional advice, clinical judgement, or therapeutic services provided by Therapists.
2. Session Data may be reviewed internally for administrative, platform safety, or compliance purposes, and does not involve assessment of therapeutic content, clinical judgement, or therapy outcomes.
3. You are responsible for maintaining the confidentiality of your account credentials.
4. You should not disclose sensitive personal information during sessions unless necessary for therapeutic purposes.
5. For more information on how your data is handled, please refer to our Privacy Policy.

Limitations

5.7 We do not guarantee or warrant that you will achieve any therapeutic outcomes through the use of the Platform. We are not responsible for the services that the Therapists provide to you. We are not liable for any emotional, psychological, or medical harm resulting from your sessions with the Therapists.

Cross Border Services Disclaimer

5.8 We facilitate access to Therapists worldwide. If you are using our Platform as a Client, you acknowledge that your selected Therapist may not be licensed in your jurisdiction or bound by your local laws or regulations. By accessing and using our Platform as a Client, you:

1. accept that legal protections for therapy services may differ from those in your jurisdiction;
2. acknowledge that we are not responsible for ensuring the Therapists’ legal eligibility to provide their services across jurisdictional borders; and
3. waive any claims against us arising from jurisdictional, regulatory, or licensure conflicts associated with such cross-border services.

Feedback and Testimonials

5.9 We collect Client feedback through our Platform to support continuous service quality improvement and Therapist professional development. The provision of such feedback is entirely optional, and we may use anonymised, aggregated responses to enhance our Platform and inform marketing efforts.

5.10 Therapists must not solicit or pressure Clients to provide testimonials.

5.11 Therapists may request that anonymised Client feedback be displayed as testimonials on their public profiles on the Platform. We will only publish such testimonials after applying strict moderation and anonymisation to remove personal identifiers and conducting compliance checks.

5.12 We reserve the right to publish, edit (including for anonymisation), or remove any testimonial at our discretion, including to ensure compliance with applicable advertising laws and professional standards.

5.13 In jurisdictions where healthcare advertising regulations restrict or prohibit the use of testimonials, we will limit or disable the display of such content and may instead show anonymised aggregate data such as satisfaction scores.

6. Payment and Cancellation Policies

Payment Terms

6.1 If you are using our Platform as a Client:

1. You understand that Therapists set their own rates, which are displayed on the Platform.
2. By booking the Therapist Services on our Platform, you agree to be charged and pay all fees based on the Therapist’s rate at the time of booking.
3. Your selected means of payment will be pre-authorised and charged based on platform records and administrative rules reflecting session attendance, cancellations, no-shows, or other applicable billing outcomes.

6.2 All payments are processed through third-party payment providers. By providing us with your means of payment, you agree to the third-party provider’s terms.

Cancellation and No-Show Policy

6.3 Clients may cancel a User Session up to 24 hours before the scheduled time without incurring any fees. Where a Client does not attend a User Session or cancels less than 24 hours before the scheduled time, applicable session fees may remain payable, subject to NexaTherapy’s operational refund rules and administrative review where relevant.

6.4 Therapists must notify Clients promptly of any cancellation of a User Session. Where a session is cancelled by the Therapist, the Client will receive a refund or credit of any fees paid in advance, subject to verification through platform records. Where a session is disrupted or cancelled due to a verified platform or system fault, the Client may receive a refund or credit, and the Therapist will not be penalised.

Refund Policy

6.5 Refunds, cancellations, and billing outcomes for therapy sessions and therapist subscriptions are governed by NexaTherapy’s operational refund rules, which are applied in a rule-based and consistent manner across the Platform.

6.6 Therapist subscriptions are access-based platform subscriptions and are not usage- or outcome-based. Subscription fees are non-refundable, including in circumstances where a Therapist’s access to the Platform is suspended or terminated due to ethics, safety, compliance, credential, or professional conduct issues, as determined by NexaTherapy.

6.7 No refunds are provided for voluntary offboarding, early termination, lack of usage, dissatisfaction, business outcomes, or deactivation arising from ethics or safety reviews. Refunds or credits are issued only in cases of verified billing error or platform-initiated deactivation due solely to system fault, at NexaTherapy’s discretion.

7. Data Protection

Any collection, use, store, processing, or disclosure of personal data will be carried out in line with our Privacy Policy

8. Liability Disclaimers

Modifications / Discontinuation of the Platform

8.1 We reserve the right at any time to modify, suspend or discontinue, temporarily or permanently the Platform or any part thereof, with or without notice. You agree that we are not liable to you or any third party for any modification, suspension or discontinuation of the Platform or any portion thereof.

Relationship

8.2 The Therapists are independent service providers who are neither our employees, agents nor representatives. The Platform’s role is limited to facilitating the connection between the Therapist and Clients. We are not a healthcare provider and do not warrant or guarantee any outcomes of the Therapist Services.

Platform Limitations

8.3 You understand, agree, and acknowledge that the Platform and/or the Therapist Services may not be the appropriate solution for everyone’s needs, and that they may not be appropriate for every particular situation or a substitute for certain mental health needs that might require in-person therapy services.

Limitation of Liability

8.4 To the fullest extent permitted by law, we are not liable to you or others for:

1. Any direct, indirect, incidental, punitive or consequential damages arising out of or in connection with your use of the Platform;
2. Issues related to the Therapist’s performance, qualifications, or outcomes;
3. Any platform disruptions, data loss, defect, viruses, bugs, errors, or technical failures; or
4. Any loss relating to the use of our Platform or any products or services we offer.

8.5 We give no assurance, representation or warranty of any kind (whether express or implied) about the Platform, the Therapist Services, and any products or services we provide. We do not guarantee that the information or content you find on the Platform is always accurate, truthful, complete and up to date.

8.6 To the fullest extent permitted by law, we disclaim all warranties, express or implied, including implied warranties of satisfactory quality, merchantability or fitness for a particular purpose. The Platform is provided on an “as is” and “as available” basis. You acknowledge that your access and/or use of the Platform and/or the Therapist Services are at your own risk.

8.7 You understand and agree that our aggregate liability under these Terms and with respect to any and all use of the Platform will not exceed the total amount paid by you or on your behalf through the Platform in the 12 months period prior to the date of the claim.

Indemnification

8.8 You agree to indemnify and hold us harmless from any claims, losses, causes of action, demands, damages and/or liabilities (including all legal fees and expenses) arising from or in connection with your use of the Platform or breach of any of these Terms.

9. Intellectual Property

Ownership

9.1 We own all rights, title, and interest in or related to the Platform, including but not limited to software, design, trademarks, copyright, patents, trade secrets, and content. Users are granted a limited, revocable, non-exclusive, non-transferable license to use the Platform. The licence is for the sole purpose of enabling you to access and use the Platform as provided by us and in the manner as permitted by these Terms.

9.2 The license to access or use our Platform will terminate if you do not comply with any of these Terms or other additional terms or conditions imposed by us from time to time.

User Content

9.3 You grant us a non-exclusive, fully paid-up, sublicensable, royalty-free, perpetual, worldwide license to use, process, copy, reproduce, adapt, modify, publish, transmit, display, and distribute content uploaded to the Platform. If you are a Therapist, you acknowledge and agree that any content that you upload to the Platform for informational or promotional purposes (e.g., introductions, blogs, videos) may be used by us, either in anonymised or moderated form, for marketing or educational purposes, provided such use complies with advertising regulations.

9.4 You warrant that the content uploaded by you to the Platform is not and will not infringe rights of any third parties and that you have the necessary rights, power and authority to satisfy your obligations with regards to the content you uploaded to the Platform.

10. Miscellaneous

Amendments

10.1 We may amend these Terms at any time. Changes are effective upon posting. By continuing to access or use our Platform after the changes come into effect means you agree to be bound by the revised Terms.

Suspension / Termination of Account

10.2 We may suspend or terminate your account immediately, without prior notice, if we reasonably believe that:

1. you have violated or failed to comply with any of these Terms.
2. you are using the Platform in a manner that would cause a real risk of harm or loss to us, other users, or the public.

10.3 We may also suspend or terminate your account without prior notice if we are requested to do so by government or regulatory authorities or as required under applicable laws, regulations or legal processes.

Severability

10.4 If phrase or provision in these Terms is, to any extent, invalid, unlawful, void, or unenforceable, then such phrase or provision shall be deemed to provide us the maximum protection permitted by applicable law, or amended to do so, and the remainder of these Terms shall remain in full force and effect and shall not be affected.

Entire Agreement

10.5 You acknowledge that:

1. If you have entered into a separate agreement with us which incorporates these Terms (e.g., Therapist Service Agreement, Enterprise Agreement), these Terms shall apply in addition to that agreement.
2. Additionally, depending on your location, additional jurisdiction-specific terms and conditions may also apply to your use of the Platform, and these will also be communicated to you (“Jurisdiction Specific Terms”).
3. Certain aspects of this Platform and/or the services offered on this Platform are subject to additional terms and conditions (such as our Privacy Policy, International Therapy Waiver) which will be communicated to you (“Additional Terms”).

10.6 You acknowledge and agree that all of the foregoing terms and conditions form an integral part of these Terms, shall be made part of the agreement between you and us which supersedes all other agreements, promises, assurances, warranties, representations and understandings between you and us, whether written or oral, in relation to the use of or any transactions on the Platform.

10.7 In the event of any inconsistency or conflict between these Terms and the foregoing terms, the inconsistency or conflict will be resolved in the following order of priority: (1) the terms of any separate agreement with us; (2) the Jurisdiction Specific Terms; (3) these Terms; and (4) the Additional Terms.

11. Governing Law and Dispute Resolution

11.1 These Terms are governed by and shall be construed in accordance with the laws of Singapore.

11.2 Any dispute arising out of or in connection with these Terms, including any question regarding its existence, validity or termination, shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (“SIAC”) in accordance with the Arbitration Rules of the Singapore International Arbitration Centre (“SIAC Rules”) for the time being in force, which rules are deemed to be incorporated by reference in this clause. The seat of the arbitration shall be Singapore. The arbitration tribunal shall consist of 1 arbitrator. The language of the arbitration shall be English.