Privacy Policy
What we hold, and what we do with it
Last updated 23 September 2026.
Pexido helps people find licensed therapists, book appointments, and handle the paperwork and payments around them. Pexido is not a healthcare provider: we do not provide therapy, diagnosis or medical advice, and we do not employ or supervise the therapists listed.
This policy covers pexido.com, the Pexido apps at app.pexido.com, and the services behind them. It is written to be read rather than to be defensible, and where something is a decision rather than a law, we have said which way we decided and why.
One thing is worth saying at the top, because it is the question people actually ask: we do not sell your personal information, and we do not use it for advertising. There are no advertising trackers on this site.
What we collect, and why
Your account
A mobile phone number, which is how you sign in — we text you a one-time code rather than asking you to keep a password. A display name, and the state you are in, because a therapist may only see clients located where they are licensed. Optionally a date of birth and insurance details, when you choose to use them.
Booking and payments
The appointments you book, with whom and when, what was agreed at the time — the fee, the deposit and the cancellation rule are copied onto your appointment when you book — and what has been paid or refunded.
Card details never reach Pexido. Payments are handled by Stripe; we hold a reference to the payment, not the card number.
Messages and notifications
Messages you send through Pexido to your therapist, and a record of the texts and notifications we have sent you — so that the app can tell you what a message was about when a text deliberately does not say. See Text messages.
Security records
When you sign in, from what kind of device, and the network address the request came from. We keep this for one reason: so that "that sign-in wasn't me" can be answered, and so an account opened from somewhere new can be flagged to its owner. Every time a member of Pexido staff opens a record, that is recorded too, with who and why.
This website
Visits to pexido.com are counted on our own server, without cookies, and without storing addresses, browsers or referrers. Visitors are counted by a one-way hash that is re-salted every day, so the same person on two days cannot be linked and the hash cannot be turned back into an address. That is why this site has no cookie banner: there is nothing to ask you to consent to.
Text messages
You do not need an account, and you do not need to be texted. You can search therapists on Pexido and read their full profiles without giving a phone number, without signing in, and without receiving anything from us. Text messages start only if you choose to create an account, and only after you tick the box on the screen that asks.
For people who do create one, Pexido uses text messages for the parts of the service that have to reach you:
- Sign-in codes. A one-time code each time you sign in.
- Appointments. Confirmation when a booking is made, a reminder before it, and a message if it is moved, cancelled, or cannot go ahead.
- Account notices. Things that need your attention — a form waiting before a session, a payment, a sign-in from somewhere new.
How you consent. You give us your mobile number when you create an account or book, and the screen where you do it says what the texts are for. That is the consent. We do not buy, rent or import phone numbers, and consent to these messages is not a condition of purchasing anything.
Who your number goes to. We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. Your mobile number is given to the company that actually delivers the message for us, and to nobody else for that purpose. No third party receives it to market anything to you, ours or theirs.
Marketing. We do not send marketing texts. If we ever want to, we will ask separately, and you will be able to say no without losing anything.
How often. It depends on your own use of Pexido — how often you sign in, and how many appointments you have. There is no fixed schedule and no bulk send.
How to stop. Reply STOP to any message and we stop texting that number. Reply HELP for help. Stopping is permanent until you ask us to start again by replying START. One thing to know before you do it: sign-in codes are text messages too, so a number that has opted out cannot receive a code to sign in. We have deliberately not carved out an exception for "important" messages — if you asked us to stop, we stop.
Costs. Message and data rates may apply, depending on your plan and carrier. Mobile carriers are not liable for delayed or undelivered messages.
What our texts never contain. No names, and nothing about what kind of care anybody is receiving. A Pexido text on a lock screen says an appointment is coming up or something is waiting, and asks you to open the app for the rest. That is deliberate: a phone is often read by somebody other than its owner.
Who we share your number with. Our messaging provider, so the message can be delivered, and nobody else. Phone numbers are never shared with third parties for their own marketing.
Who can see what
Your therapist, and their practice
The therapist you book with sees what they need to provide care and run their practice: your name, contact details, the state you are in, your appointments and payments, and anything you send them or fill in for them. If their practice has staff, the staff see the parts their role allows — reception can see the diary and the bills without the clinical record.
Other therapists
Nobody. A therapist you have not booked with cannot see you, and one you have stopped seeing keeps only the record of the care they provided, which they are required to keep.
Pexido staff
Support and administration can reach account and booking information, and a clinical record only through an explicit, reason-recorded step that is logged and reviewable. We built it that way rather than trusting a policy: the record of who looked, and why, is the control.
Service providers
Companies that run parts of the service for us — hosting, storage, text messages, payments, email. They may only use what we give them to do that job. Where the law requires a written agreement for health information, we sign one.
When the law requires it
We may disclose information where the law requires it, and in the narrow situations where a therapist is obliged to act to prevent serious harm. A therapist's own legal duties are theirs; Pexido records disclosures so there is an account of what was released, to whom, and on what basis.
Clinical records
When your therapist keeps their notes in Pexido, the record is theirs and we hold it for them. We are their service provider, not the custodian of your care, and we handle that information under a written agreement with them and under their instructions.
Two consequences worth knowing. First, a request for a copy of your record goes to your therapist — we can show you what you have signed and what you have been sent, but we do not hand over their record on their behalf. Second, psychotherapy notes — the private notes a therapist keeps separately from the record — are treated as the most restricted thing in the system: they are never included in an export, never sent to a client's copy, and never sent to any artificial intelligence service.
Where Pexido uses artificial intelligence to help a therapist draft or summarise, it is at that therapist's choice and under an agreement that forbids the vendor from training on what is sent. Nothing you write is used to train a model.
How long we keep things
Your account and its history stay while the account is open. When you close it, we remove what we are free to remove and keep what we are required to keep — money records for tax and accounting, security and access logs for a limited period, and anything a law or a current dispute requires.
Clinical records are a separate matter: your therapist decides how long to keep them, within the minimum periods their state and profession require, and we keep them for that long on their behalf.
We are publishing a category-by-category retention schedule as the service launches; until it is here, the paragraph above is the rule we follow.
Your choices
- See and correct. Your profile, appointments, payments, and the list of what we have sent you are all in the app. Anything wrong there, you can change or ask us to change.
- Stop the texts. Reply STOP. See Text messages.
- Close your account. From the app. See "How long we keep things" for what survives and why.
- Your record. A copy of the clinical record your therapist keeps is requested from your therapist, and Pexido gives them the tools to answer.
California
If you are in California, you may ask what personal information we hold about you, ask for it to be deleted or corrected, and ask us not to sell or share it. We do not sell or share personal information, so that last one is already the case. Exercising any of these will never mean worse service or a different price.
Washington
Washington's My Health My Data Act gives people in Washington specific rights over health data, including the right to have it deleted and the right to withdraw consent. Those rights are available to you here; a separate Washington notice follows as we open to clients in that state.
Keeping it safe
Everything travels over an encrypted connection, and our hosting and storage providers encrypt what is stored. Access is limited by role, sign-ins are recorded, and every time a clinical record is opened, that is recorded with it. No system is perfectly safe, and anybody who tells you otherwise is selling something — but the access record is what lets us answer honestly if something goes wrong, which is the part most services cannot do.
Children
Pexido accounts are for adults. A young person can be seen through Pexido where their therapist and their guardian arrange it, and in that case the record and its privacy follow the rules of the state the young person is in — which, for some kinds of care, means the guardian does not see everything.
Changes to this policy
If we change something that matters, we will say so here with a new date at the top, and tell you in the app if the change affects what happens to your information.
Contact
Questions about this policy, or about what we hold about you: hello@pexido.com, or the contact form.