Privacy Policy

At Therapy24 (therapy24.co.za), your privacy is not an afterthought — it is a foundation of the care we provide. As a registered counsellor practising online therapy, we understand that the information you share with us is deeply personal. This Privacy Policy explains clearly what we collect, why we collect it, how we protect it, and what rights you have.

This policy is governed by the Protection of Personal Information Act 4 of 2013 (POPIA) and applies to all personal information collected through our website, booking forms, email, WhatsApp, and telephone communication.

Who we are

Therapy24 is an online counselling practice operated by Rotshidzwa Liphadzi, a Registered Counsellor with the Health Professions Council of South Africa (HPCSA), holding a BPsych degree in Psychology.

For the purposes of POPIA, Therapy24 is the Responsible Party for all personal information collected through this website and associated communication channels.

Information we collect

We only collect information that is necessary to provide you with professional counselling services and to communicate with you effectively. We do not collect excessive or irrelevant data.

• Identity information — your full name, so we can address you appropriately and maintain accurate records.
• Contact details — your email address, phone number, and/or WhatsApp number, used to schedule sessions and follow up on your care.
• Session notes and mental health records — notes taken during or after counselling sessions, which form part of your confidential clinical record as required by the HPCSA.
• Communication records — messages, emails, or WhatsApp conversations related to your bookings or enquiries.

How we collect your information

Your information is collected directly from you through the following channels:

• Online booking form — when you request an appointment through our website.
• Email — when you contact us at our practice email address.
• WhatsApp — when you message us to enquire about or book sessions.
• Telephone — when you call us directly.
• During sessions — notes and clinical records compiled in the course of providing counselling services.

We do not purchase personal information from third parties, and we do not collect information about you from other sources without your knowledge.

Why we use your information

We process your personal information only for the following lawful purposes:

• To schedule, confirm, and manage your counselling sessions.
• To communicate with you about your appointments, queries, or any changes to our services.
• To maintain accurate clinical records as required by the HPCSA and ethical standards of practice.
• To provide continuity of care and track your progress over time.
• To send you relevant information about Therapy24’s services, free articles, or self-help resources — only where you have consented to receiving such communications.
• To comply with our legal and professional obligations as a registered health practitioner.

We will never use your personal information for any purpose other than those listed above without first obtaining your explicit consent.

Confidentiality & mental health records

Confidentiality is a cornerstone of the therapeutic relationship and a professional obligation under the HPCSA’s ethical code. Everything you share in a session is treated with the strictest confidence.

The only circumstances in which confidentiality may be broken without your consent are:

• Where there is a serious and imminent risk of harm to yourself or another identifiable person.
• Where disclosure is required by a court of law or other binding legal obligation.
• Where mandatory reporting obligations apply under South African law (e.g. child abuse in terms of the Children’s Act).

In all other cases, we will discuss any proposed disclosure with you first and obtain your written consent before sharing any information with a third party, including medical professionals.

How we protect your information

We take reasonable technical and organisational measures to protect your personal information against loss, unauthorised access, misuse, or disclosure. These measures include:

• Storing clinical records in password-protected files and systems accessible only to the practitioner.
• Using secure, encrypted email and messaging practices where possible.
• Limiting access to your personal information strictly to those who need it to provide your care.
• Regularly reviewing our security practices to ensure they remain appropriate.

While we take all reasonable precautions, please note that no method of electronic transmission or storage is 100% secure.

Sharing your information

We do not sell, rent, trade, or otherwise share your personal information with any third party for commercial purposes — ever.

We do not use any third-party analytics platforms, advertising networks, email marketing services, or session hosting tools that would process your data. Therapy24 operates without reliance on external data processors.

Your information may only be shared in the following limited circumstances:

• With your explicit written consent (e.g. referral to another healthcare provider).
• Where legally required by a South African court or regulatory authority.
• In a genuine emergency involving risk to life, and only to the extent necessary to address that risk.

Your rights under POPIA

As a data subject under the Protection of Personal Information Act (POPIA), you have the following rights regarding your personal information held by Therapy24:

To exercise any of these rights, please contact us using the details at the bottom of this page. We will respond to all requests within a reasonable time, and no later than 30 days.

Data retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law and professional regulations.

• Clinical and session records are retained for a minimum of 6 years from the date of your last session, in accordance with HPCSA guidelines.
• Contact and booking information is retained for as long as you remain an active or recent client, and deleted thereafter unless retention is legally required.
• Communication records (emails, WhatsApp messages) are retained for a period reasonably necessary to manage your care and resolve any disputes.

When your information is no longer required, it is securely deleted or anonymised.

Cookies & website data

Our website may use essential cookies to ensure basic functionality such as navigation and form submission. We do not use tracking cookies, advertising cookies, or analytics tools that collect personal information about your browsing behaviour.

By using our website, you consent to the use of essential cookies only. You can control cookie settings through your browser at any time, though disabling cookies may affect the functionality of certain features on the site.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practice, the law, or technology. When we make material changes, we will update the “Last updated” date at the top of this page and, where appropriate, notify active clients directly.

We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

Contact & complaints

If you have any questions about this Privacy Policy, wish to exercise your rights, or have a concern about how your personal information has been handled, please do not hesitate to reach out.