1. What GoToTherapy is — and is not
GoToTherapy is a technology platform. It helps you understand what you are looking for, matches you with independent licensed therapists, schedules and hosts telehealth sessions, and supports you between sessions with an AI companion.
GoToTherapy is not a healthcare provider, does not practice medicine or psychotherapy, and does not supervise the clinical judgment of the therapists on the platform. Your therapist is solely responsible for the care they provide.
GoToTherapy is not an emergency service. If you or someone else is in danger, call 911, or call or text 988 (Suicide & Crisis Lifeline) in the United States.
2. The AI companion
The AI companion is software. It will always identify itself as AI, will not diagnose you, will not give medication advice, and will not pretend to be a licensed professional. Its suggestions are educational and supportive only.
Documentation drafted by AI for your therapist is a draft until your therapist reviews and approves it.
3. Eligibility and your account
- You must be 18 or older and located in a jurisdiction where your matched therapist is licensed.
- Keep your credentials private and tell us immediately if you suspect unauthorized access.
- Give us accurate information — matching and licensure depend on it.
4. Scheduling, cancellations and no-shows
Sessions can be rescheduled or cancelled from your dashboard at any time before the video room opens (15 minutes before the start time). Rescheduling is always free.
Cancelling less than 24 hours before the start time incurs a late-cancellation fee of 50% of the session rate. Missing a session without cancelling (a no-show) may be charged the full session rate at your therapist's discretion. Neither fee applies to a session that your Therapy plan would have covered that week, and sessions cancelled by your therapist are never charged.
5. Fees and payment
Session rates are set by each therapist and shown before you book. Subscription plans, where offered, are billed monthly and can be paused from Billing so that access continues until the end of the paid period.
Invoices are payable through the platform. Where the platform is configured with a payment processor, that processor's terms also apply. We provide superbills you may submit to your insurer; GoToTherapy does not file claims and does not guarantee reimbursement.
You may request a refund on any paid invoice within 14 days of payment from your Billing page. Our team reviews requests within 3 business days and refunds in full for platform errors, duplicate charges and sessions that did not take place; other requests are decided case by case. Refunds return to the original payment method.
Plans: the Free plan includes 10 companion messages per calendar month. Wellness and Therapy include unlimited companion conversations; Therapy additionally includes one session per week up to $165 of the session rate.
6. Acceptable use
We may suspend accounts that violate these rules. Where possible we will tell you why.
- Do not record sessions. Sessions are not recorded by the platform and recording by participants is prohibited without a separate written agreement.
- Do not harass, threaten or attempt to deceive therapists, staff or other users.
- Do not probe, scrape, reverse-engineer or interfere with the service.
- Do not use the platform to obtain care for someone else without their knowledge and consent.
7. Providers
Therapists on GoToTherapy are independent contractors, not employees. Providers must hold an active license in every state they serve, keep licenses and credentials current, maintain their own professional liability insurance, and follow their licensing board's rules. GoToTherapy verifies credentials at onboarding and periodically, and retains a platform fee from each session as disclosed in the provider agreement.
8. Privacy
Our Notice of Privacy Practices explains what we collect and how we use it. It forms part of these terms.
9. Disclaimers and limitation of liability
The service is provided as-is. To the fullest extent permitted by law, GoToTherapy disclaims warranties of merchantability, fitness for a particular purpose and non-infringement, and is not liable for indirect, incidental or consequential damages, or for the acts or omissions of independent providers. Nothing in these terms limits liability that cannot be limited under applicable law.
10. Disputes
Tell us first — most issues are resolved through the Support page. These terms are governed by the laws of the State of Delaware, without regard to conflict-of-law rules, and disputes will be brought in the state or federal courts located there unless applicable law gives you the right to bring a claim where you live.
11. Changes and contact
We will notify you of material changes to these terms and ask you to accept the new version at your next sign-in. Continuing to use the service after that constitutes acceptance.
Contact: support@gototherapy.com.