Privacy & confidentiality
Your counselling space is private
EDHA is designed to minimise access to the substance of counselling conversations. Standard counselling video and audio recording is off by default and EDHA does not record counselling audio or video as part of the standard service.
Professional confidentiality
The mental health professional you choose provides services independently and remains responsible for professional confidentiality, record practices and any lawful or ethical exceptions that apply to their work.
Private session chat
Session chat is designed with encryption before transmission so EDHA's normal administration tools do not provide the admin team with ordinary readable access to counselling chat content. Technical service providers may process encrypted or operational data needed to deliver the service. Exceptional technical access may be required only where necessary for security, legal compliance, incident recovery or other circumstances described in the Privacy Policy.
Video and audio sessions
EDHA does not record standard video or audio counselling sessions. Participants must not secretly record, capture, redistribute or publish counselling content without a lawful basis and the other participant's appropriate consent.
Documents
Documents shared for a booking are kept in private storage and should be available only through authorised, short-lived access. They are not intended to be exposed through the normal EDHA admin interface. Security scanning and exceptional incident response may involve limited technical processing.
Operational information
EDHA may retain limited operational records such as booking details, payment status, consent records, join and leave times, delivery status, disputes, support events and security logs. These records help operate the service without recording the counselling conversation itself.
Post-booking contact details
After successful payment and confirmed booking, registered client and professional contact details may be shared with each other for legitimate session coordination. They must not be used for unrelated marketing, harassment or unauthorised disclosure.
Exceptional disclosures
Confidential information may need to be preserved or disclosed where required by applicable law or a competent authority, for security/incident response, or where the professional has an applicable duty relating to serious risk of harm. Any handling should be limited to what is reasonably necessary.
Your role in privacy
Join sessions from a reasonably private environment, use a secure device/network where possible, protect your account credentials and avoid sharing session links or private documents with unauthorised persons.
This plain-language notice is a summary. The Privacy Policy, Terms of Use and Informed Consent provide the fuller framework.
Professional-conduct review
If a client reports a serious professional-conduct concern to ask@edha.life, EDHA may process the minimum information reasonably necessary to review the platform issue. Routine counselling content is not automatically available to EDHA, and users should avoid sending unnecessary sensitive counselling material in a complaint. Lawful confidentiality obligations and permitted/required disclosures continue to apply.