Privacy Policy

Privacy Policy

It is important that you are fully informed about the therapy services you will be receiving before deciding to begin therapy. When you use Feel Connected’s website and mobile application (collectively the “Platform”), you accept and agree to both the Terms and Conditions and to the Privacy Policy. If you do not agree to be bound to the Privacy Policy, you should stop using this Platform immediately. By accessing and using the Platform, you affirm that you have read the Terms and Conditions and the Privacy Policy and that you understand, agree and acknowledge to all the terms contained in both of them.


1.Information Collection 

  • The Platform stores information, including Protected Health Information data, communications, usage data including but not limited to location, device type, operating system, browser, date-time and context usage, in HIPAA and GDPR compliant cloud infrastructure on Amazon Web services. All data storage and transmissions are encrypted.
  • Information in this Platform can be created by you and your therapist and after logging into the Platform with your authorized user account. Information that is collected includes the following:
    • Personal information: Personal information includes name, gender, birthdate, email address, phone number, address and other personally identifiable information that you provide at signup. No payment method information is stored by this Platform.
    • Personal Health Information: Personal health information about you, that you or authorized employees of Feel Connected enter into your Personal Health Record. It also includes medical reports and files that you choose to upload into your health profile.
    • Operations Data: In order to enhance your usage experience, the Platform uses cookies, server logs and other similar mechanisms to enable certain functionality, improve services and monitor service usage. These mechanisms are used to save user preferences, preserve session settings, help auto-authentication of frequently used services if required by your settings and to enable other similar functional requirements. You may use browser settings to disable cookies when using our web services, however it may result in some of the features and services of this Platform not functioning properly.
  • The accuracy, integrity and completeness of the personal health information you enter or allow to enter on your behalf is your responsibility, and Feel Connected assumes no liability for it.
  • Information in your personal health records will be accessible to and modifiable by your therapist of Feel Connected, for the purpose of providing you with online therapy services.
  • Non-personalized system analysis of non-identifiable patient information may be done to enable better healthcare outcomes for the patients of Feel Connected. However, the identity of individual users will remain completely anonymous in such analysis.

2. Use of Information

  • The personal and health information added through this Platform, through use of its services by you and therapists of Feel Connected will not be shared, disclosed or displayed to anyone other than authorized employees of Feel Connected. Therapists will be able to update personal health information of their own patients by updated the patient health profile, uploading medical reports, and adding review notes.

    Feel Connected is fully authorized to terminate patient user accounts at any time and such patients will no longer have further access to their personal health information stored in the Platform storage in event of that happening. Whether or not to share that information with you before termination of your user account is the prerogative of Feel Connected.

  • Contact Information: The services platform will send you communications (email and other notifications), as per your notification settings, as part of essential functioning of services that you may avail, such as appointment booking information, alerts related to appointments and payments by your therapist. At time of registration you will be required to verify your email address. Your contact information may also be used for customer support services, should you choose to avail of them. In addition, Feel Connected may use your contact information to provide you with information about Feel Connected’s services. If you decide at any time that you no longer wish to receive such information or communications from Feel Connected, please change applicable notification settings in your account. Your contact information is not shared with any third-party.

  • Anonymized data: Feel Connected may analyze anonymized and aggregated collected data through the services, for purposes of evaluating healthcare outcomes, healthcare requirement patterns and to measure the effectiveness of services and content. Such anonymized and aggregated information is not considered as personal information.

    You are responsible for maintaining the confidentiality of your password and account information. You are responsible for all activities that occur in your account and you agree to notify Feel Connected immediately of any unauthorized use of your account. Feel Connected is in no way responsible for any loss that you may incur as a result of any unauthorized use of your user account and password.

    The technology vendor supporting this Platform is not responsible for the privacy policy compliance of any users who have access to data in it. That is the sole responsibility of Feel Connected.

3. Disclosure of Information

  • Exceptions to patient confidentiality: Your therapist may be obliged to disclose information to law enforcement or other authorities to conform to his/her professional and legal responsibilities. By accessing this Platform, you confirm and understand that your therapist has an obligation to disclose information and/or take action in the following cases: 
    • serious suicidal potential
    • threatened harm to another person
    • reported or suspected abuse of a child or dependent adult
    • legal cases under court order/subpoena
  • In the event that your therapist addresses the need for further consultation, he/she may provide you with additional/alternative professionals. Your therapist may disclose your personal information to the other professional only with your written permission. 
  • Your therapist may present your case during consultation for the purpose of case management, continuing education, and training. All identifying information about you and your family is kept confidential, and your therapist reveals only relevant case information for discussion of best practice and appropriate treatment. 

4. Transmission and Storage Security 

  • All information is stored only in the servers of our technology vendor on the highly secure Amazon Web Service platform (which is compliant with HIPAA regulations). Necessary measures in providing secure transmission of personal health information before it is transferred across the Internet from your personal computer or devices are ensured. However, you should be aware of possible risk involved in transmitting information over the Internet as no data transmission can be guaranteed to be 100% secure and of risk that others could find a way to thwart the security systems of the Platform.

5. Social Media  

  • Social media consists of such networking platforms online as Facebook, Instagram, Linked In, etc. In order to protect your privacy, your therapist at Feel Connected do not form connections with you on these platforms. 
  • Feel Connected is on various social media platform (e.g., Facebook, Instagram, and Linked In). If you become a Fan or “Like” Feel Connected’s social media account, you may become visibly associated with Feel Connected. It is your decision to “like” and become a fan of Feel Connected’s social media account. 

6. Emails and Mobile Phones

  • You acknowledge and understand that email, texting, mobile phone communication and other electronic forms of communication are not entirely confidential. It is your choice to use them to communicate with your therapist. You are responsible for ensuring the confidentiality of the location and electronic devices in which you schedule your appointments online, speak on the phone, email, or text. 

7. Confidentiality in Public Settings 

  • In order to protect your right to privacy, your therapist will not reveal that you are a client at Feel Connected or initiate contact/acknowledge that he/she knows you if you were to meet in public. You may always initiate or acknowledge contact in public yourself.

8. Changes to this Policy

  • Please note that this Privacy Policy may change from time to time as Feel Connected continues to evolve its services. In the event of any changes in our Privacy Policy, the updated version will be posted here and take effect from the moment of posting.
  • The above mentioned terms are applicable as long as you are a registered patient of Feel Connected using the Application.


Contact Us

Kuala Lumpur, Malaysia


If you are in a crisis – don’t use this site. These resources can provide you with immediate help.

Emergency contacts

Emergency number 999

Suicide Helpline

Befrienders 03-7956 8144 / 03-7956 8145

Lifeline Association Malaysia 011-3157 1495 / 016-720 1495

Agape Counselling Centre 03-7785 5595 / 03-7781 0800 

Domestic Abuse Helpline

Women’s Aid Organization (WAO) hotline 03-7956 3488