Privacy Policy

This policy applies when you visit Cognidel, create an account, seek therapy, apply as a therapist, learn through Cognidel, use resources, make a payment, contact us, or otherwise interact with the platform.

It explains how Cognidel handles personal information. Some therapy-related information is also handled by the therapist providing your care, who may have separate professional and legal responsibilities.

• Account and profile information, including your name, email address, age, profile details, account role, and the information you choose to add to your profile.
• Therapy information, including therapist searches, booking and attendance records, intake information, client notes, care-related files, and information you submit through a therapy workflow.
• Professional information from therapist applicants, including qualifications, licences, professional-registration details, identification and supporting documents needed for review.
• Learning and resource information, including enrolments, progress, assessment attempts, certificates, purchases, downloads, and saved activity.
• Payment information, including the amount, currency, order reference, payment-provider reference, payment status, refunds, and payout records. Cognidel does not store full card details supplied to an external payment provider.
• Communications and support information, including the messages, attachments, and details you send when asking for help or reporting a concern.
• Technical information needed to operate and protect the service, including device and browser information, IP address, sign-in and session activity, security events, and service diagnostics.

• To create and manage accounts, provide the services you request, and keep the platform working as intended.
• To support therapy discovery, appointments, therapy-room access, client records, therapist verification, learning, resources, and purchases.
• To process payments, issue refunds and payouts, maintain financial records, and investigate payment problems.
• To protect people and the platform from fraud, abuse, unauthorised access, and other misuse.
• To respond to questions, send the important service messages you have asked us to send, and improve the reliability of Cognidel.
• To meet applicable legal, regulatory, safeguarding, professional, accounting, and audit responsibilities.

Cognidel handles personal information when it is necessary to provide a service you request, manage an account, meet a legal obligation, protect legitimate interests such as service security and fraud prevention, or where you have given a valid consent. The basis may differ depending on the information and the service involved.

Health and therapy-related information receives additional care because it is sensitive. Cognidel handles it only for the purposes connected to the care, account, safety, professional, or legal context in which it was provided.

• The therapist and client involved in a care relationship, only to the extent relevant to that relationship and the service they are using.
• Cognidel team members with a genuine role-based need to support the service, investigate a concern, manage a payment, verify a professional, or meet a legal obligation. They do not have routine access to private psychotherapy notes.
• Service providers that help Cognidel operate, such as identity, hosting, communications, payment, and security providers. They receive only the information needed for their part of the service.
• Professional bodies, regulators, courts, public authorities, or emergency and safeguarding services where disclosure is required by law or necessary to respond to a serious concern.
• A successor organisation or professional adviser if Cognidel is involved in a merger, acquisition, restructuring, or similar transaction, subject to appropriate confidentiality safeguards.

Therapy information is handled separately from ordinary learning and marketplace activity. Access is limited to the people who need it for care, the relevant user, or a legitimate support, security, professional, or legal purpose.

Therapist private psychotherapy notes are kept separate from ordinary client records. They are not included in a client’s standard record export. Private journals and wellbeing check-ins remain within the user’s own account and are not part of a clinical-record request.

Where a client requests clinical records, Cognidel uses a reviewed process that considers the requested record type, third-party information, and the treating therapist’s role. The process and any available review route are explained within the record-request experience.

Cognidel is available online. Its service providers, payment providers, and technical systems may process information in more than one country. Where this happens, Cognidel uses the safeguards required for the service and the law that applies.

Payment providers and other independent providers may also handle information under their own privacy notices. Their handling of information is governed by those notices when you use their service.

Cognidel keeps information for as long as it is needed for the service, the purpose for which it was collected, and any applicable legal, professional, financial, safety, or audit requirement.

When an account is deleted, it is first closed and unavailable for 90 days. After that period, Cognidel deletes or anonymises information where deletion is appropriate. Some information may need to remain for longer, including financial records, security records, professional-verification records, and care records subject to the rules that apply to them.

Depending on the law that applies to you, you may have rights to ask for access to your information, correction of inaccurate information, deletion, restriction, objection, or withdrawal of consent where consent is the basis for processing. You may also have a right to complain to the relevant data-protection authority.

You can update account information in your settings where the field is available. For other requests, contact Cognidel. We may need to confirm your identity and may need to limit a request where that is necessary to protect another person, preserve professional confidentiality, or meet a legal obligation.

Cognidel uses access controls, authentication, monitoring, and other safeguards designed to protect information. No online service can promise absolute security, so we continuously review how information is handled and ask users to protect their own sign-in details.

We may update this policy when Cognidel, the law, or the way we handle information changes. The current version will always appear on this page with its last-updated date.