Terms and Conditions

Last updated: 1 April 2026

Welcome to TherapistSG (referred to in these Terms as "we," "our," "us," or "the Platform"). These Terms and Conditions ("Terms") govern your access to and use of our website, platform, and services (together, the "Services"). By accessing, booking, or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not use the Services.

1Definitions

In these Terms, "Client," "you," or "your" refers to any person who accesses, books, or uses the Services. "Practitioner" or "Therapist" refers to a psychologist, counsellor, psychotherapist, or mental health professional made available through the Platform. "Booking" refers to a package or session purchased through the Platform. "Package" refers to a set of prepaid session minutes with a defined validity period. "Session" refers to a scheduled therapy or counselling appointment delivered through the Platform.

2Provider, Group and International Operations

The Services are provided by TherapistSG as part of a group of mental health and professional support platforms operated by Iacademia International. The group operates across the Asia-Pacific region and maintains platforms serving Singapore, Malaysia, Thailand, Indonesia, India, the Philippines, Australia, and other markets, with head office and administrative functions located outside Singapore, including in Thailand, India, and Malaysia.

Because billing, onboarding, support, and administration may be handled through the group's overseas offices, your booking is provided on a cross-border basis. This has practical effects on payment, set out in Section 10, and on the way we communicate with you, set out in Section 9.

3Eligibility

You must be at least 18 years of age to use the Services independently. If you are under 18, you may use the Services only with the consent and supervision of a parent or legal guardian who agrees to these Terms on your behalf. By using TherapistSG, you confirm that you meet this requirement and have the legal capacity to enter into these Terms.

4Nature of Services

TherapistSG provides online therapy and counselling delivered by qualified psychologists, counsellors, and mental health professionals. Sessions are conducted through secure video connections. The Services are intended to support general mental wellbeing and are not a replacement for medical treatment, psychiatric care, or in-person clinical intervention where these are required.

5Not an Emergency Service

You agree not to rely on the Platform for urgent or emergency support. Continued use of the Services does not replace the need for emergency care when it is required.

6Professional Standing and Regulatory Status

Our practitioners hold relevant qualifications, training, and supervised experience for the services they deliver. You acknowledge and accept the following in relation to professional regulation in Singapore.

• The practice of counselling and psychology in private, non-hospital settings in Singapore is not subject to a compulsory government licensing regime.
• Registration with voluntary professional bodies, including the Singapore Association for Counselling (SAC), the Singapore Register of Psychologists maintained by the Singapore Psychological Society (SPS), the Association of Psychotherapists and Counsellors, or any similar body, is voluntary and is not a legal precondition to practice.
• A practitioner's assignment to you is therefore not contingent on membership of any particular voluntary body, and the absence of such membership does not, by itself, constitute a valid ground for a complaint, a change of practitioner, or a refund.

7Non-Discrimination and Equal Treatment of Practitioners

Singapore is a multicultural society, and our practitioner pool reflects that reality. Practitioners are assigned on the basis of clinical suitability and availability. Every practitioner on our Platform receives supervision and training appropriate to the diverse cultural context in which we operate.

Some practitioners may be of a different nationality, ethnicity, or cultural origin from you, and some are foreign professionals practising lawfully. This is normal, lawful, and integral to how we deliver care.

This position reflects Singapore's constitutional commitment to equality under Article 12 of the Constitution and the public policy against discrimination expressed in Singapore's wider legal framework, including the Workplace Fairness Act 2025, which recognises nationality, race, religion, and language among protected characteristics. Requests of this nature do not qualify for a change of practitioner or a refund, and, in serious or repeated cases, may result in suspension or termination of your access under Section 25.

8How the Service Works

No account registration is required to use the Services. Your journey with us follows these steps:

1. Payment. You pay for your chosen package or session through Stripe.
2. Intake form. You complete an intake form so we can understand your needs and match you appropriately.
3. Acknowledgement. We send you a booking acknowledgement through WhatsApp or Signal.
4. Practitioner chat. Your assigned practitioner communicates with you through Signal for scheduling and confidential contact.
5. Sessions. Your sessions take place over Zoom or Google Meet.

Because no account is created, you are responsible for keeping the contact details you provide accurate and accessible, and for retaining your booking acknowledgement and payment confirmation.

9Onboarding, Communication and Signal

After payment and intake, we issue a booking acknowledgement through WhatsApp or Signal and request your Signal username. Your assigned practitioner ordinarily makes contact and arranges sessions through Signal, so that communication remains private, encrypted, and secure.

Where any service timeline is referenced (for example, a 72-hour target for practitioner assignment), that period begins only from the point at which you provide your Signal username to us. Any such period is an internal service target and not a guarantee. Assignment timelines are subjective and remain at our discretion, and any refund consideration arising from timing remains entirely within our discretion as set out in Section 16.

10Booking and Payment

All packages and sessions must be paid in advance through Stripe. Intake and practitioner matching are activated only after payment is received and confirmed. Prices are stated at the point of purchase and may be updated from time to time; changes do not affect packages already purchased.

As set out in Section 2, your booking is processed on a cross-border basis through the group's operations. Depending on your bank or card issuer, your payment may attract cross-border transaction fees, foreign currency conversion charges, or similar bank-imposed fees. These charges are applied by your bank or card network, not by us, are outside our control, and are not refundable by us. You are also responsible for any taxes that apply to your purchase where required by law.

11Session Delivery

Sessions are ordinarily conducted over Zoom or Google Meet. Scheduling and confidential communication with your practitioner ordinarily take place through Signal, following the acknowledgement issued via WhatsApp or Signal as set out in Section 9. You are responsible for joining sessions on time, from a private and stable environment, using a device and connection suitable for video calls.

12Therapist Assignment

Practitioners are assigned based on the details in your intake form and on current availability. We take care to assign the practitioner we consider the best available match for you, which is a standard our Platform stands by. We do not rush this process; securing a suitable match can take time, and assignment timelines are subjective and at our discretion. While we strive to provide the most suitable match, individual outcomes cannot be guaranteed.

13Change of Therapist and Preference-Based Requests

Requests to change your practitioner are handled solely at the platform level and remain subject to availability. We offer you the flexibility to request a change; however, we hold the final and binding decision on any such request, and availability of suitable practitioners will determine the outcome. A change request does not, in any circumstance, qualify for a refund.

13.1 Gender-Based Requests

We believe in gender neutrality in the delivery of care. Where you express a gender-based preference for a practitioner, we will try to accommodate it, but this is not guaranteed and depends entirely on availability. Where such a preference cannot be accommodated, this does not entitle you to a refund.

13.2 Requests Based on Origin or Identity

Requests based on a practitioner's nationality, cultural or ethnic origin, religion, language, name, or identity are governed by Section 7 and are not accepted.

14Session Timing and Validity

Session minutes, rather than the number of sessions, are counted and recorded after each session. The standard session runs for 60 minutes. Sessions may occasionally run longer or shorter based on therapeutic need and practitioner discretion. No partial refund applies where a session concludes before 60 minutes, and no additional charge applies where a session runs longer; any additional minutes are deducted from your remaining package minutes or from your next package. Packages are valid for a limited period communicated at the time of purchase, and clients are advised to schedule sessions regularly to maintain therapeutic momentum.

15Cancellation, Rescheduling and No-Shows

If you wish to cancel or reschedule a session, you must do so at least 24 hours before the scheduled start time. Where a session is cancelled less than 24 hours in advance, or where you do not attend, the session is treated as consumed and the corresponding minutes are deducted.

Any decision to waive this rule in exceptional circumstances rests with the practitioner. In the absence of such a waiver, the Platform's position is that the session remains consumed. A practitioner may, due to urgency or an emergency, ask to adjust or reschedule a session. Reasonable accommodation of such a request by the practitioner does not entitle you to a refund or to any additional session.

16Refund Policy

This Section sets out the complete refund terms and, where any inconsistency arises, prevails over any shorter summary published elsewhere on our website. By completing payment and confirming a booking, you expressly agree to the terms below.

16.1 Standard Refund Processing Charge

16.2 Payment Activates Immediate Processing

A refund requested only on the basis that a practitioner has not yet been assigned is not a valid ground for a refund. Such a request disregards the intake form evaluation, the payment gateway and processing fees already incurred (including Stripe), and the matching work that begins from the moment of payment. The absence of an assigned practitioner at an early stage does not mean that no service, cost, or effort has been provided.

16.3 Non-Refundable Situations

The following situations are not eligible for a refund:

• A refund requested after payment but before a practitioner is assigned. Intake evaluation, payment processing fees (including Stripe), and matching begin automatically on payment, so this alone is not a valid basis for a refund (see Section 16.2).
• A practitioner has been assigned to you (see Section 12).
• Change of mind after a practitioner has been assigned.
• Dissatisfaction with an assigned practitioner. A reassignment option may be offered subject to availability, but no refund applies.
• Expired package validity.
• Client cancellation or no-show, including cancellations made less than 24 hours before a scheduled session (see Section 15).
• Session duration variations, as sessions may run slightly shorter or longer as clinically appropriate (see Section 14).
• Requests based on a practitioner's nationality, cultural or ethnic origin, religion, language, name, or identity (see Section 7).
• Gender-based preference requests that cannot be accommodated due to availability (see Section 13.1).
• Cross-border transaction, currency conversion, or bank-imposed fees charged by your bank or card network (see Section 10).

16.4 Delays in Assignment

Any 72-hour or similar reference period is a discretionary service target only, begins from the point you share your Signal username as set out in Section 9, and is not a guarantee. A delay does not automatically create a right to a refund. Whether a refund is granted in connection with a delay rests entirely within our discretion, and where any such refund is granted, the minimum 15% deduction in Section 16.1 applies to cover Stripe and other processing and administrative fees already incurred.

16.5 Refund Processing

Approved refunds are issued to the original payment method and are typically processed within 7 to 15 business days, subject to the timelines of your bank or card provider. The applicable minimum deduction is applied before the refund is issued.

17Dispute Resolution and Chargebacks

You agree that, before initiating any payment dispute, reversal, or chargeback with your bank or card provider, you will first raise the matter with us in writing and allow a resolution window of seven (7) business days.

• You acknowledge that where a payment falls under a non-refundable situation in Section 16, the corresponding services have been reserved or rendered, and you waive the right to reverse that payment through a chargeback.
• Initiating a chargeback without first following the process above, or in respect of a non-refundable payment, constitutes a breach of these Terms.
• In the event of any dispute, we reserve the right to contest it and to submit these Terms, your intake and payment records, session and minute logs, and all related correspondence, including WhatsApp and Signal communications, as supporting evidence.

18Coercion, Threats and Third-Party Interference

We welcome honest feedback and legitimate complaints, which we address through our support channels on their merits. We will not, however, alter a refund decision, or grant any payment or advantage, in response to threats, intimidation, harassment, abusive conduct, public defamation, or coercion. Conduct of this kind does not create or strengthen any entitlement to a refund.

We are aware that false, misleading, or malicious statements are sometimes circulated by competitors or other third parties, including through fake reviews, threatening messages, or false marketing. We reserve all rights and remedies available under law in respect of defamatory, false, or malicious statements, and in respect of any attempt to obtain money or an advantage through coercion. Where conduct amounts to harassment or a threat, we reserve the right to suspend or terminate service and to refer the matter to the appropriate authorities.

19Client Responsibilities and Conduct

You agree to:

• Use the Services only for lawful purposes.
• Provide accurate information relevant to your care and update it when it changes.
• Treat practitioners and staff with respect and dignity.
• Not record, distribute, or share session content in any form without explicit written permission.
• Join sessions on time and from a private, stable environment suitable for confidential conversation.
• Not misuse, disrupt, or attempt to gain unauthorised access to the Platform.

20Confidentiality and Data Privacy

We are committed to protecting your privacy. Information you share is stored securely and used only for therapeutic and administrative purposes. Confidentiality may be limited in specific situations, including where there is a risk of serious harm to you or another person, where a minor or vulnerable person may be at risk, or where disclosure is required by law. For full details, please review our Privacy Policy.

21Intellectual Property

All content on the Platform, including text, graphics, assessments, worksheets, logos, and design, is owned by or licensed to us and protected by applicable intellectual property laws. Materials provided to you as part of your care are for your personal use only and may not be copied, resold, or redistributed without our written consent.

22Disclaimers and No Guarantee of Outcomes

The Services are provided on an "as is" and "as available" basis. Mental health outcomes depend on many factors and cannot be guaranteed. Nothing on the Platform constitutes medical advice, diagnosis, or prescription unless expressly provided by a suitably qualified professional within the scope of their practice. You remain responsible for decisions you make based on your care.

23Limitation of Liability

To the fullest extent permitted by law, we and our practitioners are not liable for any indirect, incidental, or consequential loss arising from your use of the Services. Where liability cannot be excluded, our total liability to you is limited to the amount you paid for the specific Service giving rise to the claim.

24Indemnification

You agree to indemnify and hold harmless TherapistSG, Iacademia International, and their staff and practitioners from any claims, losses, or expenses arising out of your misuse of the Services, your breach of these Terms, or your violation of any law or the rights of a third party.

25Suspension and Termination of Access

We reserve the right to suspend or terminate your access to the Services and your bookings, with or without notice, for any breach of these Terms or for behaviour that is inappropriate, abusive, discriminatory, or unlawful. Where access is terminated for such reasons, unused sessions or minutes may be forfeited and no refund will be due.

26Third-Party Services

The Platform relies on third-party providers, including payment processors such as Stripe, messaging applications such as WhatsApp and Signal, and video tools such as Zoom and Google Meet. Your use of those services may be subject to their own terms. We are not responsible for outages, errors, or actions of third-party providers outside our reasonable control, although we will make reasonable efforts to reschedule sessions affected by verified technical failures on our side at no additional cost.

27Modifications to Terms

We reserve the right to change these Terms at any time. Updates take effect once posted to our website. Your continued use of the Services after changes are posted constitutes acceptance of the updated Terms. You are encouraged to review this page periodically.

28Governing Law and Jurisdiction

These Terms are governed by the laws of Singapore. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts of Singapore.

29Contact and Customer Support

Customer support is provided across the Asia-Pacific region. Booking acknowledgements and onboarding are ordinarily issued through WhatsApp or Signal, and support is available by email through the addresses below.

• Email: [email protected]
• Alternative email: [email protected]
• Response time: within 24 business hours

Last updated: 1 April 2026