In short: BondWell connects you with licensed therapists for private online sessions. To do that we collect your account details, your bookings and the messages you exchange in the app. We treat everything related to your therapy as sensitive health information. We never sell or rent your personal data. We never see or store your card number. You can request a copy of your data or delete your account at any time.
1. Who we are
BondWell ("BondWell", "we", "us", "our") is a digital mental-health platform that lets people find licensed therapists, book therapy sessions, pay for them and attend them online. BondWell is operated by Electric Vehicles Hub, registered at Chillout Gardenia, Suez Road, Cairo, Egypt.
For the purposes of data protection law, Electric Vehicles Hub is the controller of the personal data described in this policy. You can reach our privacy contact at privacy@bondwell.net.
2. Scope of this policy
This policy applies to the BondWell mobile application for iOS and Android, the BondWell website at bondwell.net, the therapist portal, and any related services that link to this policy (together, the "Service"). It applies whether you use BondWell as a client seeking therapy, as a therapist providing it, or as a visitor to our website.
It does not apply to services operated by other companies, even where we link to them or use them to deliver part of the Service. Those providers are listed in section 6, and each has its own privacy policy.
3. Information we collect
3.1 Information you give us
- Account information: your name, email address, phone number, password (stored only as a cryptographic hash — we cannot read it), profile photo if you upload one, and your preferred language.
- Email verification: a one-time code we send to your email address to confirm it belongs to you.
- Booking information: the therapist you choose, the date and time of the session, the session duration, its status, and whether it is part of a package.
- Messages: the content of chats you exchange with your therapist and with our support team inside the app, including any files you attach.
- Notification preferences: which categories of notification you have switched on or off.
- Therapist information (if you join as a therapist): your professional specialty, biography, qualifications and licensing documents, session pricing, working hours and time off.
- Correspondence: anything you send us by email or through our support forms.
3.2 Information we receive from payments
Payments are processed by our licensed third-party payment provider. Your full card number, expiry date and CVV are entered on the payment provider's own secure page and are never sent to, seen by, or stored on BondWell's servers. What we do receive and keep is a payment record containing: the amount and currency, the purpose (single session or package), the transaction and order reference from the provider, the payment status (pending, paid, failed, refunded), the type of method used (for example card or wallet), and the relevant timestamps.
3.3 Information collected automatically
- Device and app data: device model, operating system and version, app version, language and time-zone settings.
- Push notification token: an identifier issued by Apple or Google that lets us deliver notifications to your device.
- Technical logs: IP address, request times, error and diagnostic logs generated when the app talks to our servers.
- Usage data: which screens and features you use, to help us find problems and improve the Service.
3.4 Information we do not collect
We do not collect your precise location, we do not access your contacts or photo library except for a file you deliberately choose to upload, we do not use advertising identifiers, and we do not run third-party advertising or tracking networks inside the app.
4. How and why we use your information
| What we use it for | Information used | Our legal basis |
|---|---|---|
| Creating and securing your account, verifying your email, signing you in | Account information, verification codes, technical logs | Performance of our contract with you |
| Showing therapist availability and confirming your bookings | Booking information, account information | Performance of our contract with you |
| Delivering therapy sessions, including generating the private meeting link | Booking information, account information | Performance of our contract; your explicit consent for health-related data |
| Taking payment, issuing receipts, handling refunds and disputes | Payment records, booking information | Performance of our contract; compliance with legal obligations |
| Enabling chat with your therapist and with support | Messages, account information | Performance of our contract; your explicit consent for health-related data |
| Sending session reminders, booking updates and security alerts | Account information, push token, notification preferences | Performance of our contract; our legitimate interest in keeping you informed |
| Providing customer support and resolving complaints | Correspondence, account information, booking information | Performance of our contract; our legitimate interest in supporting users |
| Keeping the Service safe — preventing fraud, abuse and unauthorised access | Technical logs, device data, account information | Our legitimate interest in protecting users and the platform |
| Fixing bugs, measuring performance and improving features | Usage data, technical logs | Our legitimate interest in improving the Service |
| Meeting accounting, tax and other legal requirements | Payment records, account information | Compliance with legal obligations |
We do not use your information to make decisions about you by automated means alone, and we do not profile you for advertising.
5. Health-related information
Information about the therapy you book — the fact that you booked it, with whom, and what you discuss in chat — is sensitive personal data. We handle it accordingly:
- We process it on the basis of your explicit consent, which you give when you create an account and book a session, and which you can withdraw at any time by deleting your account or contacting us.
- Access inside our organisation is limited to the small number of staff who need it to operate the platform, and they are bound by confidentiality obligations.
- Your therapist sees only the information they need to treat you: your profile, your bookings with them, and your messages with them.
- One therapist cannot see your sessions or conversations with another therapist.
- We never use the content of your therapy conversations for marketing, and we never share it for commercial purposes.
6. When we share information
We do not sell, rent or trade your personal data. We share it only in the situations below.
6.1 With the therapist you book
When you book, the therapist receives your name, profile photo, the booking details, and the messages you send them. This is necessary for them to provide the session.
6.2 With service providers who help us run BondWell
These providers act on our instructions, may only use the data to perform their service for us, and are bound by written agreements. They fall into the following categories:
- Payment processing — to take payments and process refunds securely. Our current provider is Kashier.
- Video meeting hosting — to create and host the private video room for your session. Our current provider is Zoom.
- Real-time messaging — chat messages and in-app notifications are delivered by a messaging server we run ourselves, on our own infrastructure. They are not passed to an outside messaging provider.
- Email delivery — to send verification codes, password resets and transactional emails.
- Push notifications — Apple Push Notification service and Google Firebase Cloud Messaging, to deliver notifications to your device.
- Hosting and infrastructure — to store the data and run the servers behind the Service.
6.3 For legal reasons
We may disclose information where we are required to by law, court order or a lawful request from a competent authority; where it is necessary to establish, exercise or defend legal claims; or where we believe in good faith that disclosure is necessary to prevent a serious and imminent risk to the life or safety of you or another person.
6.4 Business transfers
If BondWell is involved in a merger, acquisition or sale of assets, your information may be transferred as part of that transaction. We will notify you before your data becomes subject to a different privacy policy.
7. Payments
All in-app payments are processed by a licensed payment provider that complies with the Payment Card Industry Data Security Standard (PCI DSS). You enter your card or wallet details directly with that provider. BondWell receives only the payment result and the reference described in section 3.2.
Prices are shown in Egyptian Pounds (EGP) or US Dollars (USD) before you confirm. Refund conditions are set out in our Terms of Service.
8. Where your data is stored
Your data is stored on secure servers operated by our hosting provider. Some of our service providers — for example the video meeting service — operate infrastructure outside Egypt, which means your data may be processed in other countries. Where that happens, we rely on the safeguards offered by those providers, including contractual data-protection commitments, and we only use providers that offer a level of protection consistent with applicable law.
9. How long we keep it
| Type of data | Retention period |
|---|---|
| Account information | For as long as your account is active |
| Booking and session history | For as long as your account is active, then archived or deleted as described below |
| Chat messages | For as long as your account is active |
| Payment and invoice records | Up to 5 years after the transaction, where accounting and tax law requires it |
| Technical and security logs | Up to 12 months |
| Email verification codes | Minutes — they expire shortly after being sent |
When you delete your account we delete or irreversibly anonymise your personal data, except for records we are legally required to keep (mainly financial records) and anything we need to resolve an open dispute. Anonymised data cannot be linked back to you and may be kept for statistical purposes.
10. Your rights
Subject to applicable law — including Egypt's Personal Data Protection Law No. 151 of 2020, and the GDPR where it applies to you — you have the right to:
- Access the personal data we hold about you and receive a copy of it.
- Correct information that is inaccurate or incomplete. Most of it you can edit yourself in the app.
- Delete your account and personal data (see section 11).
- Restrict or object to certain processing, including processing based on our legitimate interests.
- Withdraw consent at any time, where we rely on consent. This does not affect processing carried out before you withdrew it.
- Portability — receive your data in a structured, commonly used, machine-readable format.
- Complain to the competent data protection authority in your country.
To exercise any of these rights, email privacy@bondwell.net from the address registered to your account. We respond within 30 days. We may need to verify your identity first, to make sure we are not disclosing your data to someone else. Exercising your rights is free; we may charge a reasonable fee only for manifestly unfounded or excessive repeat requests.
11. Deleting your account
You can delete your BondWell account in either of these ways:
- In the app: Profile → Settings → Delete account, then confirm.
- On the web: submit the form on our account deletion page, or email privacy@bondwell.net from your registered address.
Deletion removes your profile, your notification settings, your chat messages, your push token and your session history from the live Service. Financial records are retained for the period the law requires, and any session you have already paid for and not yet used should be resolved with us before you delete, since deletion ends your access to it. We confirm by email once deletion is complete, normally within 30 days.
12. Security
We take technical and organisational measures appropriate to the sensitivity of the data we hold, including:
- Encryption of all traffic between the app and our servers using HTTPS/TLS.
- Passwords stored only as salted cryptographic hashes — never in readable form.
- Token-based authentication, with the ability to revoke a session by signing out.
- Email verification before an account can be used, to reduce impersonation.
- Role-based access control, so staff and therapists only reach what their role requires.
- Payment card data kept entirely outside our systems.
No system can be guaranteed perfectly secure. If a breach occurs that is likely to put your rights at risk, we will notify you and the competent authority without undue delay, as the law requires.
13. Children
BondWell is intended for adults aged 18 and over. We do not knowingly collect personal data from anyone under 18. A minor may only use the Service through a parent or legal guardian who holds the account and consents to the processing described here. If you believe a child has provided us with personal data, contact privacy@bondwell.net and we will delete it promptly.
14. Cookies and local storage
Our website uses only what it needs to function: your browser's local storage remembers your language choice. We do not use advertising cookies, analytics cookies or third-party trackers on this website. The mobile app does not use cookies; it stores your authentication token and preferences locally on your device.
15. Not an emergency service
BondWell supports scheduled therapy. It is not an emergency or crisis service and is not monitored around the clock. If you are in immediate danger, or at risk of harming yourself or someone else, contact your local emergency number or go to the nearest hospital straight away.
16. Changes to this policy
We may update this policy as the Service changes or the law requires. We will update the "Last updated" date at the top, and for significant changes we will notify you in the app or by email before they take effect. Continuing to use BondWell after a change means you accept the updated policy.
17. Contact us
- Privacy enquiries and data requests: privacy@bondwell.net
- General support: support@bondwell.net
- Postal address: Electric Vehicles Hub, Chillout Gardenia, Suez Road, Cairo, Egypt