Shipping and Delivery Policy
TherapistSG provides online therapy and counselling. This is a fully digital service, and this policy explains how our services are delivered to you. By making a booking, you agree to this policy, which should be read together with our Terms and Conditions and Refund Policy.
1No Physical Shipment
TherapistSG does not sell or ship any physical goods. Nothing is dispatched by post or courier. All services and any accompanying materials are delivered digitally.
Because there is no physical product, there are no shipping charges, courier fees, or delivery addresses associated with your booking.
2How Our Services Are Delivered
No account registration is required. After payment, your service is delivered digitally through the following steps:
- Payment. You pay for your chosen package or session through Stripe.
- Intake form. You complete an intake form so we can understand your needs and match you appropriately.
- Acknowledgement. We send you a booking acknowledgement through WhatsApp or Signal.
- Practitioner chat. Your assigned practitioner communicates with you through Signal for scheduling and confidential contact.
- Sessions. Your sessions are delivered over Zoom or Google Meet.
Any worksheets, summaries, or supporting materials that form part of your care are shared with you digitally.
3Delivery Timelines
A booking acknowledgement is ordinarily issued shortly after your payment and intake are received. Practitioner assignment then follows.
Any 72-hour or similar reference period for practitioner assignment is a discretionary service target only. It begins from the point at which you share your Signal username with us, and is not a guarantee. We do not rush the assignment process, as securing a suitable match can take time, and assignment timelines remain at our discretion. Session dates and times are then arranged with your practitioner based on mutual availability.
4International and Cross-Border Delivery
TherapistSG is provided as part of a group of platforms operated by Iacademia International, with operations across the Asia-Pacific region and head office functions located outside Singapore, including in Thailand, India, and Malaysia. Because our services are delivered online, they can be accessed from any location with a suitable internet connection.
As bookings are processed on a cross-border basis, your bank or card issuer may apply cross-border transaction fees, foreign currency conversion charges, or similar bank-imposed fees. These are charged by your bank or card network, not by us, are outside our control, and are not refundable by us.
5Access Requirements
To receive your sessions, you are responsible for having a device and a stable internet connection suitable for video calls, the Signal application installed for confidential communication with your practitioner, and a private environment for your sessions. Details on installing Signal are provided during onboarding and in our Terms and Conditions.
6Delayed or Failed Delivery
Where a session cannot be delivered due to a verified technical failure on our side, we will reschedule it at no additional cost. Delays in assignment or scheduling do not automatically create a right to a refund. Refund eligibility, including the treatment of delays, is governed by our Refund Policy.
7Contact
For any questions about how your service is delivered, please contact us:
- Email: [email protected]
- Alternative email: [email protected]
- Response time: within 24 business hours
By making a booking, you acknowledge that TherapistSG is a fully digital service, that no physical goods are shipped, and that services are delivered online through the steps and timelines set out above.
Last updated: 1 April 2026