Frequently Asked Questions (FAQs)

Your safety, privacy and confidentiality is our number one priority. We follow strict data protection guidelines including that of the EU GDPR and UK GDPR to ensure that your data is as secure as possible.

We will never share or sell your data to any third parties, and the information you do provide us with is used only for the things you have given explicit consent for. 

IMPORTANT NOTE:  Although we keep all of your data and therapy sessions strictly confidential, it is very important to note that we also have a duty to keep you and those around you safe from harm. If your therapist has reason to believe that your life or the life of someone around you is in danger or in harm’s way, they are legally and morally obliged to break confidentiality and notify the appropriate authorities and / or your emergency contact. We also have a legal and moral obligation to share your information if it is requested by a governmental court. We will however, do our best to share limited data and only what is absolutely necessary to keep you and those around you safe.

We will always try to tell you first before we break confidentiality unless we are forced not to notify you by law. In any case, even in legal proceedings, we will only share as little information as possible and only what is absolutely required by law.

You can read more about our privacy policy , online therapy terms and conditions and website terms and conditions here.

Unfortunately at the moment we can only provide therapy for adults over the age of 18.

This means that we are not the best therapy provider for everyone. You can check if you are eligible for therapy with us here.

If you are not eligible, you can still use our platform for self-learning and mental health education which you can start doing here.

You are also very welcome to join our online community support group on Facebook. You can join here.

During your first call with your therapist, you will get the chance to get to know one another. 

Your therapist will take some time to get to know you a little better and determine if they are the right person to help you. 

During this session, they will conduct an informal assessment and at the end of the session they will let you know if they will be able to start treating you, or if you should look for an alternative therapist instead.

Therapy sessions will differ for every person as everyone is different. 

Sessions at Gaia Medical last for 50 minutes.

You will do the session online through a secure network either using video call or audio call if you don’t feel comfortable using video.

There are different types of talking therapies that can be used during your session depending on your needs, although our therapists mainly use a type of talking therapy called CBT (cognitive behavioural therapy). You can learn more about CBT here.

We accept the following payment methods:

• All major debit card/credit card providers
• PayPal
• Google Pay / Apple Pay
• Mobile payments (e.g. direct carrier billing) (coming soon)

Running a business and providing a high-quality service costs money. While we try to stay as lean as possible, we need to cover our basic operating costs and ensure our therapists get paid a reasonable living wage. 

The Level 3 price helps offset the reduced Level 1 and Level 2 prices. It is still within the price range clients would normally pay somewhere else, but by going through us, they also ensure others who are less financially secure can get the help they need.

We believe that we are only as strong as our most vulnerable members. Our company’s mission is to provide therapy to everyone who needs it, but we can’t do it alone. We need the community to come together so that everyone can get the support they need. 

No, it’s not a requirement, although we do recommend it.

Turning your video on during therapy may help you and your therapist build a connection faster. Non-verbal cues, like nodding or smiling, can be missed when the camera is off, but they often help people feel more connected.

However, the most important thing is for you to feel comfortable during therapy! If you would prefer not to turn your camera on, that’s completely fine and up to you. Just indicate your preference when booking your session, and we will let your therapist know. When you’re ready to join your session, you can click the camera icon to turn it off before entering the meeting room.

Out of respect for the therapists and other clients on the platform, we have a 48-hour cancellation policy. Providing at least 48-hours of notice still allows other clients to fill your time slot.

If you cancel less than 48-hours before your session, we keep your full payment to pay the therapist for their time.

If you cancel more than 48-hours before your session, you can either choose to reschedule your session to a new time or cancel entirely and receive a full refund. 

If you earn less than $18,000 per year, you may qualify for financial aid and receive a discounted price on your therapy sessions.

To apply for financial aid, please follow these steps:

1. If you haven’t already, please first confirm that you are eligible for our service (check your eligibility here) and create an account with us.

    

2. You will then have the chance to apply for financial aid by completing a short form. The form will ask you some questions about your current financial situation and takes about 5-10 minutes to complete.

    

3. Once you submit the form, we will review it. Within 72 hours, you will receive an email letting you know if you’ve been approved for financial aid and for how many therapy sessions.

    

4. If you have been approved for financial aid, you will receive a unique coupon code to book your therapy session at the reduced price. If you aren’t approved for financial aid, you will still have the option of booking a session at the regular Level 3 price.

    

5. Once you have booked a session at the discounted price, your appointment status will be pending. Within 24 hours, we will confirm that we have your completed financial aid form on file, and you will receive an email confirming that your appointment is approved.
    
6. You are all set. Enjoy your therapy sessions!

Please note that if you wish to extend the number of therapy sessions you have been approved for, you will need to reapply for financial aid after your initial sessions have been completed.