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therappai - Privacy Policy

EMERGENCY NOTICE:IF THIS IS A MEDICAL EMERGENCY OR CRISIS SITUATION, CALL YOUR LOCAL EMERGENCY NUMBER IMMEDIATELY (U.S.: 911 / 988; U.K. & Ireland: 116 123; see international helplines: findahelpline.com). NO EMERGENCY MEDICAL SERVICES ARE PROVIDED THROUGH THERAPPAI.

Effective Date: September 1, 2025
Last Updated: September 1, 2025

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Introduction

Privacy is our priority at therappai (“we,” “us,” “our”). We understand that you may be sharing sensitive and personal information while using our services, and we take that responsibility seriously.

 

This Privacy Policy explains how we collect, use, share, and protect your information when you use our website, mobile applications, live AI video therapy, conversational features, crisis buddy alerts, or any other related services (the “Services”).

 

By using therappai, you agree to this Policy. If you do not agree, please discontinue use immediately.

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1. Information We Collect

We collect Personal Information (data that can identify you) and Non-Personal Information (data that cannot directly identify you).

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Personal Information

  • Identifiers: Name, email address, phone number, age group, country.

  • Account Data: Login credentials, authentication tokens.

  • Contact Data: Family or friends you designate as Crisis Buddies.

  • Conversation Data: Text or video-based interactions with the AI (collected only if you opt in for training/improvement).

  • Payment Data: Processed through Apple App Store, Google Play, or Stripe (we never store full credit card numbers).

  • Device & Online Identifiers: IP address, device type, operating system, app version.

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Non-Personal Information

  • Platform Usage Data: Pages visited, time spent, features used.

  • Geolocation (approximate): General region (not precise location).

  • Device Analytics: Crash logs, performance metrics.

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2. How We Use Information

We use your information to:

  • Provide and maintain the Services (chat, live AI video therapy, journaling, mood tracking).

  • Enable Crisis Buddy alerts (when you’ve chosen to designate trusted contacts).

  • Improve AI performance (only if you opt in to data sharing).

  • Personalize your user experience.

  • Provide customer support.

  • Process payments and subscriptions.

  • Comply with laws, respond to legal requests, and enforce our Terms of Use.

 

We never sell your information.

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3. Global Legal Bases for Processing

  • GDPR/UK GDPR (EU & UK Users): We process based on contract (Art. 6(1)(b)), consent (Art. 6(1)(a)), legitimate interests (Art. 6(1)(f)), or legal obligations (Art. 6(1)(c)).

  • CCPA/CPRA (California Users): You have rights to know, correct, delete, and opt-out of “sale/sharing” (we do not sell data).

  • LGPD (Brazil Users): Your rights include confirmation of processing, access, correction, portability, anonymization, and consent withdrawal.

  • HIPAA (US Context): Therappai is not a HIPAA-covered entity. Conversations with the AI are not considered Protected Health Information (PHI). If we integrate with licensed healthcare providers in the future, we will update this Policy.

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4. Data Sharing

We share data only with trusted parties:

  • Service Providers: Cloud hosting, analytics, email/SMS, crash reporting, payments, and video infrastructure.

  • Crisis Buddies (optional): If you activate this feature, we notify your designated contacts in crisis scenarios.

  • Legal/Compliance: As required by law or to protect safety.

  • Corporate Transactions: In case of mergers, acquisitions, or asset transfers.

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5. International Transfers

Your data may be transferred outside your country. Where required, we use safeguards such as EU Standard Contractual Clauses (SCCs), the UK Addendum, or other lawful mechanisms.

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6. Retention

We retain your information only as long as necessary:

  • Account data: until deletion + a short buffer period.

  • Payment records: as required by financial laws.

  • Conversation data (if opted in): until withdrawn or deleted.

  • Backups: deleted automatically after rotation cycles.

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7. Security

We implement strong security measures, including:

  • Data encryption (in transit and at rest).

  • Multi-factor authentication for internal access.

  • Role-based access controls.

  • Continuous monitoring and audits.

No method of transmission or storage is 100% secure, but we strive for industry best practices.

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8. Your Rights

Depending on your jurisdiction, you may have rights to:

  • Access, correct, or delete your data.

  • Restrict or object to processing.

  • Portability of your data.

  • Opt out of marketing communications.

  • Withdraw consent (where consent is the legal basis).

  • File a complaint with a supervisory authority.

Requests can be made at privacy@therappai.com.

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9. Cookies & Tracking

We use cookies and similar technologies for:

  • Essential services (authentication, security).

  • Analytics (to improve services).

  • Functionality (remembering preferences).

  • Marketing (with consent, where required).

You can manage preferences in your browser/app settings.

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10. Children

The Services are not directed to children under 13. Users 13–17 may use therappai only with verified parental consent and as permitted by local law.

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11. Updates

We may update this Privacy Policy periodically. Material changes will be notified in-app or by email.

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12. Contact Us

Questions about this Privacy Policy or your account:
Support: support@therappai.com | Legal: legal@therappai.com

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Crisis Hotlines

 

New Zealand

  • Lifeline: Call 0800 543 354 or text 4357 (HELP) (24/7)

  • Suicide Crisis Helpline: Call 0508 828 865 (0508 TAUTOKO) (24/7)

  • Youthline: Call 0800 376 633 or text 234

  • What’s Up: Call 0800 942 8787 (11am–11pm) or webchat (11am–10.30pm)

  • Depression Helpline: Call 0800 111 757 or text 4202 (24/7)

  • Need to Talk?: Call or text 1737 (24/7)

  • Aoake te Rā (Bereaved by Suicide Service): Call 0800 000 053 or email referrals@aoake-te-ra.org.nz

 

 

Australia

  • Lifeline Australia: Call 13 11 14 (24/7)

  • Suicide Call Back Service: Call 1300 659 467 (24/7)

  • Kids Helpline: Call 1800 55 1800 (ages 5–25, 24/7)

  • Beyond Blue: Call 1300 22 4636 or chat online (24/7)

 

 

United Kingdom

  • Samaritans: Call 116 123 (free, 24/7) or email jo@samaritans.org

  • SHOUT Crisis Text Line: Text SHOUT to 85258 (24/7)

  • Papyrus (for under 35, suicide prevention): Call 0800 068 4141 or text 07860 039967 (9am–midnight)

  • Childline (under 19): Call 0800 1111

 

 

United States

  • Suicide & Crisis Lifeline: Dial 988 (24/7, nationwide)

  • Crisis Text Line: Text HELLO to 741741 (24/7)

  • Trevor Project (LGBTQ youth): Call 1-866-488-7386, text START to 678678, or use online chat (24/7)

  • Veterans Crisis Line: Dial 988, then press 1

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If you are in immediate danger, call your local emergency number (e.g., 111 in NZ, 000 in AU, 999 in UK, 911 in USA).

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