Privacy & Confidentiality
Your Trust. Your Privacy. Our Commitment.
At The Healing Lounge Pakistan, we understand that reaching out for mental health support can be a deeply personal decision. We believe your trust deserves more than words. It deserves clear privacy practices, responsible information handling and practitioners who respect the confidentiality of your conversations.
Last updated: 14 November 2026
In plain English
Your privacy at a glance
- We ask only for what we need to reply: your name, a WhatsApp number and a short note about what you are looking for. Email is optional.
- Your enquiry is kept in an administrative system with role-based access, and is also sent by email to the authorised THL team members who handle it.
- What you discuss in a consultation is confidential between you and your practitioner, subject to the legal and professional safeguarding obligations explained below.
- We do not sell your personal information.
- We use Google Analytics to understand how our website is used, and a cookie to remember your location and currency.
- You can ask to see, correct or delete your information by writing to contact@thehealinglounge.pk.
This summary is a guide. The full privacy policy further down this page sets out the details.
Our commitment
Confidentiality, and who is responsible for it
Privacy at THL works at two levels: the platform that receives your enquiry, and the practitioner who provides your care. Both carry responsibilities, and you have the right to understand each.
The platform's responsibility
THL is responsible for the website, the forms and the administrative system where enquiries are kept. We decide who on our team can see your enquiry, which outside services we use, and how long information is kept.
Your practitioner's responsibility
Each practitioner is responsible for the confidentiality of your sessions. THL requires every practitioner working through its platform to follow its confidentiality and privacy requirements, alongside the ethical standards of their own profession.
Your right to understand
You are entitled to know how your information is handled before you share anything personal. This page explains it, and you can ask us or your practitioner any question about it.
Different professions, one expectation
THL brings together clinical psychologists, a psychiatrist, therapists and counsellors, hypnotherapists, life coaches and a clinical dietitian. Their training and professional codes differ, and coaching and dietetics are not psychotherapy. The expectation of confidentiality applies to everyone who works with clients through THL.
When confidentiality has limits
In every ethical practice, confidentiality has a few narrow limits. They exist to keep people safe, not to make information easy to share. They are explained in Privacy during your consultation.
Your information
What happens when you contact us
You do not need to share your whole history in a form. A sentence or two about what you are looking for is enough. The detail can wait for a conversation with a professional.
What we collect
Booking and WhatsApp form
- Your name and WhatsApp phone number
- Your email address, if you choose to give it
- The concerns you select and a short note on why you are seeking help
- The practitioner you chose, if any
Optional extra context
- Whether you live in Pakistan or abroad, and your city or country
- Your connection to Pakistan and preferred session language
- Anything else you choose to tell us (up to 2,000 characters)
- Every question here can be skipped
Contact form
- Your name and email address
- Your phone number, if you give it
- Your message
How you found us
- The pages of our website you visited before getting in touch, in that browsing session
- The website or campaign that brought you to us (for example Google or Instagram), but not the full address of the page you came from
Why we collect it, and how we use it
We use your details to reply to you, understand what kind of support you are looking for, connect you with a suitable practitioner and arrange your first consultation. If you give an email address, we send you a confirmation. We also look at how people find us, in aggregate, so we can improve the website.
A note about confirmation emails: if you provide an email address with a booking enquiry, the acknowledgement does not repeat your concerns or note. The contact-form acknowledgement includes a copy of your message. The WhatsApp intake form does not send a separate visitor email acknowledgement.
Who can see it
Your enquiry is kept in THL's administrative system. It can be opened by our administrator and founding team, who oversee matching and client care, and by the practitioner you selected or are matched with. Other practitioners cannot see enquiries assigned to someone else. Messages sent through our contact form go only to our administrator and founding team, who receive them by email so they can reply.
How it reaches your practitioner
We use email to handle enquiries. Authorised THL staff and, where applicable, the practitioner you selected receive notifications for booking and WhatsApp intake. Those emails can include your contact details, the concerns and message you submitted, and any optional background you later add. If you did not choose a practitioner, authorised staff review your enquiry to suggest a match. Contact-form messages are emailed to authorised THL staff so they can respond.
WhatsApp, Calendly and other services
When you choose WhatsApp, we save your form first and then open WhatsApp with a short general greeting. Your form answers are not put into the message. From then on, the conversation also sits in the WhatsApp apps on your phone and the practitioner's phone, and is covered by WhatsApp's own terms. Some practitioners use Calendly for scheduling; anything you enter there is handled under Calendly's privacy policy.
During your consultation
Confidentiality during your consultation
Your practitioner normally keeps what you discuss private. Information may be shared with your permission, when the law requires it, or where disclosure is necessary and permitted under applicable safety or professional safeguarding duties.
When disclosure may be necessary
In professional practice, these situations usually involve:
- a serious risk that you or someone else could be badly harmed
- professional safeguarding obligations, for example where a child or vulnerable adult may be at risk
- a legal requirement to disclose information
Ask your practitioner at the start how they handle these situations. Speaking about sadness, anger, a difficult marriage or a past mistake does not, by itself, break confidentiality.
Can THL see what happens in my sessions?
Consultations do not take place on our website, and our website and administrative system have no feature for recording sessions or storing session notes. What THL's systems hold is your enquiry, not the content of your sessions. If you would like to know whether your practitioner keeps notes, and how, please ask them before you begin.
Recording
Our website has no recording feature. In ethical practice, a session should not be recorded without your knowledge and agreement. If you are unsure, ask your practitioner at the start.
THL is not an emergency service. If you or someone near you is in immediate danger, please contact local emergency services or go to the nearest emergency department.
Security
How we protect your information
These are the safeguards that are actually in place. We describe them plainly so you can judge them for yourself.
Server-side handling
Form submissions are checked and saved by our server. Nobody can write enquiries into our database directly from a web browser, and nobody can read them without a staff sign-in.
Restricted, role-based access
The administrative area requires a staff sign-in. The administrator and founding team can see all enquiries; every other practitioner can see only the enquiries assigned to them.
Emails to authorised recipients only
Enquiry emails are sent only to the notification addresses of authorised THL team members, and to you if you gave an email address.
Nothing personal in links
When we open WhatsApp for you, the message contains only a general greeting. Your form answers are never placed in a web address, and private admin pages are excluded from search engines.
Encrypted connections and storage
Your connection to our website is encrypted using HTTPS. Our database provider, Google Firebase, encrypts stored data by default.
Controlled deletion
Permanently deleting an enquiry requires a confirmation step by our administrator and is recorded in an audit log. That log does not keep the content of your enquiry.
What we will not claim
No website or online system is completely secure, and we will not pretend otherwise. What we can promise is that we collect as little as we need, limit who can see it, and take any concern you raise seriously.
The details
Privacy policy
Last updated: 14 November 2026
1Who we are
The Healing Lounge Pakistan ("THL", "we", "us") runs this website, thehealinglounge.pk, an online platform that connects clients in Pakistan and overseas with mental health and wellbeing practitioners. THL is responsible for the personal information collected through this website. You can reach us at contact@thehealinglounge.pk.
2Information we collect
- Contact details: name, phone or WhatsApp number, and email address if you give one.
- Information about your wellbeing: the concerns you select and anything you write about why you are seeking help. This can be sensitive, so please share only what you are comfortable with.
- Optional background: where you live, your connection to Pakistan, your preferred language and any extra context you choose to add.
- How you found us: the pages you visited on our website in that browsing session, the site or campaign that referred you, and when.
- Technical information: analytics information about how the website is used, an approximate country and city where our hosting provides one, and the cookies described below.
- Job applications: the details and documents you send when applying through our careers page.
- Messages: emails or WhatsApp messages you send to THL or to a practitioner.
3How we use it, and our grounds for doing so
- To respond to your enquiry and arrange a consultation, because you asked us to.
- To match you with a suitable practitioner using the wellbeing information you share with us.
- To notify authorised team members by email so they can respond, and to send you a confirmation email if you gave an email address.
- To keep reasonable records, protect people from harm and meet legal obligations.
- To understand, in aggregate, how people use and find our website, so we can improve it.
This notice describes how we handle information from clients in Pakistan and overseas. Where the UK or EU GDPR applies, processing personal information requires a lawful basis under Article 6. Processing health information also requires a separate condition under Article 9.
4Cookies, analytics and similar technologies
- Location cookie: stores a country, city and currency for up to 90 days, so we can show prices in a suitable currency. The location comes from our hosting provider where available, and otherwise defaults to Pakistan. We do not send your IP address to a separate location service. If you manually choose a display currency, your browser remembers that choice in local storage.
- Google Analytics: loads on our pages and sets cookies to measure visits and page use. Google processes this information under its own privacy policy. You can block these cookies in your browser settings or with Google's analytics opt-out browser add-on.
- Session storage: while you fill in a form, your browser temporarily keeps your draft and the pages you visited, so nothing is lost if the page reloads. This is cleared when you close the tab.
- Staff sign-in: a secure cookie used only by THL staff to access the admin area.
5Service providers and external platforms
We use trusted providers to run the website and service. Some help us process information; others provide services you choose to use:
| Provider | What it does for us |
|---|---|
| Google Firebase (Google Cloud) | Stores enquiries and provides staff sign-in |
| Hostinger | Hosts and runs our website |
| Resend | Delivers enquiry notification emails to authorised team members and confirmation emails to you |
| Google Analytics | Measures how visitors use the website |
| Calendly | Appointment scheduling, when a practitioner uses it |
| WhatsApp (Meta) | Messaging and calls, when you choose WhatsApp |
| Cloudinary | Stores documents uploaded with job applications, and website images |
When you choose to use WhatsApp, Calendly or a video-call app with your practitioner, that platform also handles your information under its own terms and privacy policy.
6When we share information
- With authorised THL team members and the practitioner you choose or are matched with, including by email, so they can respond and provide your care.
- With the service providers listed above, to run the service.
- When the law requires it, or when sharing is needed to protect someone from serious harm, as described in the consultation section above.
- With anyone else only if you ask us to or agree to it.
We do not sell your personal information.
7Storage, retention and deletion
Enquiries are stored in our Google Firebase database. Notification emails are also kept in the recipients' mailboxes. We have not yet set fixed retention periods. Until we do, enquiries remain in our system until they are deleted, and we will update this page when retention periods are set.
You can ask us to delete your information. Removing an enquiry from our administrative system does not remove copies from recipients' mailboxes. Some information may need to be kept where the law requires it.
8International transfers
Several of our providers, including Google, Resend, Calendly and Cloudinary, operate internationally. Your information may therefore be stored or processed outside Pakistan or outside the country where you live. We choose established providers and share with them only what each service needs.
9Your rights and how to use them
You can ask us to:
- tell you what information we hold about you and give you a copy;
- correct information that is wrong or incomplete;
- delete your information;
- stop using your information for a particular purpose, or withdraw your consent.
Email contact@thehealinglounge.pk with the subject "Privacy request" and the name and phone number you used. We may ask you to confirm your identity before acting, to protect your information. Depending on where you live, you may also have the right to complain to a data protection authority.
10Security incidents
If you think your information has been exposed or misused, or you notice anything that concerns you, please email contact@thehealinglounge.pk so we can look into it. If an incident affects personal information, we will handle it in line with the laws that apply.
11Children and young people
If you are under 18, or a parent, guardian or family member is arranging or paying for your sessions, please ask the practitioner at the start how confidentiality works in your situation, including what may and may not be shared with that adult, so there are no surprises later.
12Changes to this policy
We will update this page when our practices change, and change the "last updated" date at the top. If a change significantly affects how we use information you have already given us, we will tell you directly where we can.
13Contact us about privacy
Email contact@thehealinglounge.pk or use our contact page. Our address is P.E.C.H.S Block 2, Shahrah-e-Faisal, Karachi, Pakistan.
Questions
Frequently asked questions
Is therapy at The Healing Lounge Pakistan confidential?
What you discuss is normally private. Your practitioner may share information with your permission, when required by law, or when necessary and permitted under applicable safety or professional safeguarding duties.
Can my practitioner share what I discuss?
Not with family, friends, colleagues or other third parties without your explicit permission. The exceptions are a legal requirement or applicable professional safeguarding obligations, such as a serious risk of harm. You can ask your practitioner at the start how they handle these situations.
Who can see the information I submit through the website?
THL's administrator and founding team, who look after matching and client care, and the practitioner you selected or are matched with. Enquiries are also sent by email to these authorised team members. Other practitioners cannot see enquiries assigned to someone else. Our technical service providers process it only to run the service.
Is my booking information protected?
Your enquiry is saved by our server into a database that cannot be read without a staff sign-in, and access is limited by role. Notification emails go only to authorised team members. No online system is completely risk-free, so we keep what we collect to a minimum and limit who can see it.
Can I request deletion of my personal information?
Yes, you can ask. Write to contact@thehealinglounge.pk with the name and phone number you used. We may need to confirm it is you before acting. Some information may need to be kept where the law requires it.
Are consultations recorded?
Our website has no recording feature. In ethical practice, a session should not be recorded without your knowledge and agreement. If you are unsure, ask your practitioner at the start.
Your story stays yours
Reaching out takes courage. We will treat what you share with care, keep it to the people who need it, and be honest with you about how it is handled. If anything on this page is unclear, ask us. We would rather you ask than wonder.
Want to read more? Is Therapy at The Healing Lounge Confidential?