Privacy policy
Last updated: 29.01.2025
General information about data handling
We are very pleased that you are interested in our website https://www.sympathiq.com and thus in our company namely, SympathiQ. The purpose of the site is to act as a comprehensive online platform that brings together a forum discussion community, a dynamic marketplace, and professional consultation services with qualified therapists & coaches. Our platform aims to provide a holistic and supportive environment for individuals seeking valuable insights, products, and guidance in the field of psychology and well-being.
We prioritize the privacy and security of our users' personal information. We employ robust data protection measures, including secure data storage, encryption, and adherence to applicable data protection regulations. Our platform respects user confidentiality during consultation sessions, ensuring a safe and trusted environment for seeking professional help.
The protection of your private rights and freedoms is important to us; we only use your data for the purposes intended. Since, it is imperative to us that you know at all times to what extent we collect, use and, if necessary, pass your data onto third parties, we will subsequently inform you in detail about the processing of your personal data (collected via our website). It is pertinent to mention that we collect, store or use your personal information for specific purposes.
We use your information to support and enhance our service and relationship with you, to share products, services, news and other offerings with you, or for other legitimate reasons described by law.
We share personal data within our company or (if need be) to third parties with your implicit consent, or as required by law, or with companies that help this website fulfil its obligations with you, and then, only with partners, therapists and medical professionals who share same commitment to protecting your privacy and data.
When processing personal data, we strictly adhere to the requirements of the EU Data Protection Regulation (GDPR) and, if necessary, other data protection regulations as applicable. At any time, you may contact us with any questions or concerns you may have with respect to this privacy policy.
The rights of data subjects
Chapter III of the EU Data Protection Regulation (GDPR) provides for extensive rights for data subjects, which we will explain to you below with regard to the processing of your personal data:
The right to be informed
This specification applies in particular to the following data processing details:
The purpose of the processing operation
Categories of data
If necessary, recipient or categories of recipients
If necessary, the planned storage duration or the criteria for determining this duration
Information on the respective right to correction, deletion, restriction or objection
Existence of a right of appeal to a supervisory authority
If necessary, origin of the data (if not collected from you)
If necessary, existence of automated decision-making including profiling, and including meaningful information about the logic involved, the scope and the expected effects
If necessary, (planned) transfer to a third country or international organization
The right to be informed
If necessary, we will correct faulty data immediately if you inform us about the circumstance accordingly.
The right to deletion
If the processing is no longer necessary and one of the following conditions is fulfilled:
Expiry of the purpose of processing
Withdrawal of your consent and the absence of any other legal basis for processing
Opposition to processing without an important reason to the contrary
Illegal processing
Required to fulfil a legal obligation
Data collection in accordance with Art. 8 para. 1 GDPR
As part of the deletion request, we may pass on your request to those third parties to whom your data was previously transferred.
The right to restriction of processing
Provided one of the following conditions is met:
You dispute the accuracy of your data (restriction may be made on our site for the duration of the verification)
In the event of unlawful processing and provided that the data is not to be deleted, deletion shall be replaced by restriction of processing
If the processing purposes expire, at the same time you need your data to assert, exercise or defend legal claims
After your objection pursuant to Art. 21 para. 1 GDPR and for the duration of the examination, whether our justified reasons outweigh yours.
The right to data portability
As long as it is technically possible and the rights and freedoms of other persons are not affected, we will – at your request – transfer your data to another recipient (data controller).
Right to object
If we collect personal data from you or have it collected and process it (on the basis of Art. 6 Para. 1(e) or (f) or Art. 9 Para. 2(a) GDPR), you have the right to object to data processing (including profiling) at any time (with effect for the future). In exceptional cases, the objection may be invalid, e.g. if we can prove compelling legitimate interests for processing that outweigh your interests, or processing serves to assert, exercise or defend legal claims. If we process your personal data for direct marketing purposes, you have the right to object to such processing at any time. This also applies to any profiling connected with such direct advertising. You also have the right to object to the processing of the data we hold about you, which is carried out by us for scientific or historical research purposes or for statistical purposes in accordance with Art. 89 para. 1 GDPR unless such processing is necessary to fulfil a task in the public interest.
Automated individual decision-making including profiling
Chapter III of the EU Data Protection Regulation (GDPR) provides for extensive rights for data subjects, which we will explain to you below with regard to the processing of your personal data:If we collect personal data from you or have it collected and process it, you have the right not to be subject to decision based exclusively on automated processing – including profiling – which has a legal effect on you or significantly impairs you in a similar manner. Exceptions to this requirement apply if the decision to conclude or fulfil a contract between you and us is necessary or if you have expressly consented to the processing. In any event, we will take reasonable measures to protect your rights and freedoms and your legitimate interests, including at least the right on our part to obtain the intervention of a person to express our position and to challenge the decision.
Right to withdraw consent under the data protection laws
You have the right to revoke your consent to the processing of personal data at any time.
Information on data security
We secure your personal data processed by us against loss, destruction, access, modification or distribution of your data by unauthorized persons by appropriate technical and organizational measures. However, despite regular checks, complete protection against all risks is not possible.
Legal basis for processing
We process personal data according to the specifications of the GDPR, depending on the type and purpose of processing, as follows:
| Where allowed by law | Specification of the GDPR |
|---|---|
| Informed consent | Art. 6 para. 1(a) |
| In performance of a contract | Art. 6 para. 1(b) |
| Implementation of pre-contractual measures | Art. 6 para. 1(b) |
| Fulfilment of legal obligations | Art. 6 para. 1(c) |
| Protection of vital interests | Art. 6 para. 1(d) |
| Safeguarding our legitimate interest | Art. 6 para. 1(f) |
Our legitimate interest
Our legitimate interest, as defined in Article 6 para. 1(f) GDPR, is based on the performance of our business activities to maintain our operability and to safeguard the employment of our employees.
General deadlines for data deletion
After elimination of the storage purpose, the retention periods are generally at least six or ten years. As a rule, the deletion of data generally takes place without delay in accordance with our deletion plan, insofar as it does not preclude any obligation to retain data, the need to fulfil a contract or a legitimate interest.
Deletion or blocking of personal data
We store your personal data only for the period necessary to fulfill the intended purpose. After elimination of the purpose and after expiration of any existing retention periods, your data will be deleted immediately. If deletion is not possible, the data will be blocked instead.
Collection of general data and information
As soon as you visit our website, our web server collects some general data and technical information which includes but is not limited as to as shown in the table below:
| Used browser types and versions | Used browser types and versions |
|---|---|
| Used operating system, visitor origin (referrer, e.g. Google), clicked subpages | Optimization of our website content as well as our advertising |
| Date and time of access to the website and the visitor’s IP address and Internet service provider | Ensuring the lasting functioning of our IT systems (for the operation of the website) and preventing misuse |
| Other data and security information in case of attacks | Providing relevant information to law enforcement agencies in the event of a cyberattack |
Obligation to provide personal data
Under certain conditions (e.g. due to legal or contractual regulations) you have the obligation to provide us with your personal data. Examples of such processing are as follows:
The data we collect about you
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
For marketplace:
If you are Buyer :
Personal Information: This can include details such as the user's name, email address, physical address, phone number, and date of birth. This information is typically collected during the registration or sign-up process to create and manage user accounts.
Account Credentials: To secure user accounts, marketplace websites often require users to create a username or unique identifier along with a password or other authentication credentials.
Transaction Information: When users engage in buying or selling activities on the marketplace, transaction-related information is collected. This includes details such as the items purchased, prices, payment methods, shipping addresses, and order history.
Payment Information: Users are usually required to provide payment details, such as credit card numbers, bank account information, or payment processor account information. To enhance security, this information is typically encrypted and handled by trusted third-party payment processors.
Communication Data: When users communicate with each other through messaging systems or contact customer support, their communications may be collected and stored to facilitate customer service and dispute resolution.
Analytics and Usage Data: Marketplace websites often collect analytics and usage data to understand how users interact with the platform, improve user experience, and make data-driven decisions. This can include information on user behavior, preferences, device information, IP addresses, and browsing history.
Reviews and Ratings: Users may be able to leave reviews and ratings for sellers or buyers. These reviews, along with associated usernames or identifiers, are collected to provide transparency and enable feedback mechanisms within the marketplace.
If you are Seller:
Personal Information: This can include details such as the seller's name, email address, physical address, phone number, and date of birth. This information is typically collected during the registration or sign-up process to create and manage seller accounts.
Business Information: If the seller operates as a business entity, the marketplace may require information related to the business, such as the business name, registration number, tax identification number, and relevant business licenses.
Product Listings and Descriptions: Sellers are typically required to provide information about the products or services they are selling, including detailed descriptions, prices, images, variations (if applicable), and any relevant specifications or attributes.
Payment Information: Sellers need to provide payment details, such as bank account information or payment processor account information, for receiving payments from buyers. This information is usually encrypted and handled by trusted third-party payment processors.
Communication Data: When sellers communicate with buyers through messaging systems or customer support, their communications may be collected and stored to facilitate customer service and dispute resolution.
Order Fulfillment Information: Sellers may need to provide information related to shipping and order fulfillment, including shipping addresses, tracking numbers, and shipping carrier details.
Tax and Financial Information: Depending on the jurisdiction and the seller's obligations, marketplace platforms may collect tax-related information, such as tax identification numbers, for compliance purposes. Financial information, such as transaction history or earnings, may also be collected for reporting and accounting purposes.
Analytics and Usage Data: Marketplace websites often collect analytics and usage data to understand how sellers interact with the platform, improve user experience, and make data-driven decisions. This can include information on seller behavior, preferences, device information, IP addresses, and browsing history.
If you are specialists consultation:
During Sign-up:
Personal Information: This may include your name, email address, date of birth, and sometimes your phone number along with any other document to ensure compliance with Know Your Customer (KYC) program/policies, degrees, diplomas, IDs and other docs required for verification of their profession.
Account Credentials: Creation of a username and password or using a third-party login method such as Google or Facebook.
During Purchase:
Financial Information: If you're making a purchase, you may be required to provide payment details such as credit card information, billing address, and other relevant payment details.
Shipping Information: If physical products are being shipped, you may need to provide your shipping address.
If you are merely using the Website/Service:
Usage Data: Websites may collect data about your interactions with their services, such as the pages you visit, the actions you take, and the duration of your sessions. This data helps improve user experience and may be used for analytics purposes.
Communication Data: If you communicate with the website or service provider through their platform (e.g., via messaging or email), those communications may be collected and stored.
Cookies and Tracking Technologies: Websites often use cookies and similar tracking technologies to collect information about your browsing behavior, preferences, and device information. This data helps personalize your experience and may be used for targeted advertising.
If you are part of or participating in forum discussions:
During Sign-up:
Personal Information: This includes your name, email address, username, and sometimes additional optional information like a profile picture or bio.
Account Credentials: Creation of a password or using a third-party login method (e.g., Google or Facebook) to authenticate your account.
During Sign-up:
If the forum offers premium features, subscriptions, or merchandise for sale, the following additional information may be collected:
Financial Information: This includes payment details like credit card information, billing address, and other relevant payment details.
While Using the Website/Service:
User-generated Content: This refers to the content you contribute to the forum, such as posts, comments, discussions, or uploaded files.
Usage Data: Websites may collect data about your interactions with the forum, including the threads you participate in, your post history, likes, and any other actions you take within the platform. This data helps personalize your experience and may be used for analytics purposes.
Cookies and Tracking Technologies: Similar to other websites, forum platforms may employ cookies and tracking technologies to collect information about your browsing behavior, preferences, and device information. This data is used to enhance the user experience, provide personalized content, and may be used for targeted advertising.
Communication Data: If you communicate with other users through the forum's messaging system or private messaging feature, those communications may be collected and stored.
We also collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your usage data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We collect Special Categories of Personal Data about you (this includes details about your health) as this is necessary for us to provide you with the best match of therapist to you. We do not collect any other special category including information about criminal convictions and offences.
If you fail to provide personal data where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel the service you have with us but we will notify you if this is the case at the time.
How is your personal data collected?
We use different methods to collect data from and about you. You may give us data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you may:
Request to see a therapist;
Sign up to a newsletter or blog;
Register for access or create an account on our website;
Request marketing to be sent to you;
Enter a competition, promotion or survey;
Give us some feedback.
Automated technologies or interactions.
As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.
Third parties or publicly available sources.
We may receive personal data about you from various third parties and public sources including without limitation to from the following parties: analytics providers such as Google, based outside the EU.
We would typically store user data on secure servers or cloud platforms. These storage systems may employ encryption and other security measures to protect the data from unauthorized access or breaches. Data should be stored in compliance with applicable data protection regulations.
How we use your personal data
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
Where we need to perform the contract, we are about to enter into or have entered into with you. Note that, in this context, a contract does not have to be a formal signed document, or even written down, as long as there is an agreement which meets the requirements of contract law. Broadly speaking, this refers to your request to access therapy services via our platform and need to be contacted as part of this service that you require and for which there is a fee payable.
Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
Where we need to comply with a legal or regulatory obligation.
Generally, we do not rely on consent as a legal basis for processing your personal. You have the right to withdraw consent to marketing at any time by contacting us.
Purposes for which we will use your personal data
We have set out herein this policy, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you in our marketing activities.
You will receive marketing communications from us if you have requested information from us or purchased services from us.
Opting out
You can ask us to stop sending you marketing by following the opt-out links on any marketing message sent to you or by contacting us at any time.
Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, even registration, product/service experience or other transactions as we may still need to communicate with you about these products or services.
Cookies
You can set your browser to refuse all or some browser cookies or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.
If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so, of course you entitled to object to this new use of your data.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
Disclosures of your personal data
We may have to share your personal data with the parties set out herein this policy.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
International transfers
Some of our external third parties are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US. For further details, see European Commission: EU-US Privacy Shield.
Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorized way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Data retention - How long will you use my personal data for
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorized use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
We keep basic information about our clients (including Contact, Identity, Financial and Transaction Data) for 7 years after they cease being customers, for tax purposes.
In some circumstances you can ask us to delete your data. In some circumstances we may anonymize your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Contact Us
If you have any questions or concerns about our privacy policy or the use of your personal data, please contact us using the details provided on our website.