Questions & Answers

01. About Us

What is Soulgood?

We are Asia's leading online mental health platform. Our mission is to make therapy more accessible, affordable, professional and on-demand. Our all-in-one platform includes online video counselling, unlimited text and audio messaging with your therapist, self help tools, journal, monthly assessments and progress reports! We will match you with a therapist best suited to your needs. You’ll have access to therapy on-the-go (on your phone, tablet or computer) anytime and anywhere!

Who are the therapists?

Soulgood has one of Hong Kong’s largest networks of therapists, including counsellors, clinical psychologists and counselling psychologists. All of the therapists have a university degree or certificate in their field, and are well-trained and experienced.

What language is the platform in?

Currently the platform is in 3 languages: English, Cantonese and Mandarin. However, we have therapists who can speak additional languages! If you wish to find out if there is a therapist speaking your language, please feel free to speak to our Customer Service or email us!

Who should use Soulgood?

Soulgood is for EVERYONE, designed to improve our mental wellbeing and health. It is suitable for all, regardless of whether you are feeling unhappy, anxious, or stress related to career, emotions, relationships, or just looking to improve your own wellbeing and performance! Our qualified therapists, coaches and psychologists will guide you with your personal growth and life transformation.

However, if you are in an emergency or crisis, please contact emergency services immediately. Soulgood DOES NOT provide emergency services.

How much does it cost? And what are the subscription plans?

We offer a monthly subscription plan which will be charged on a monthly recurring basis.
- Lite plan: 1 online counselling session per month (60 minutes per session)
- Regular plan: 2 online video counselling sessions per month (60 minutes per session), text messaging with your therapist, monthly progress reports and assessments, unlimited self help tools
- Comprehensive plan: 4 online video counselling sessions per month (60 minutes per session), text messaging with your therapist, monthly progress reports and assessments, unlimited self help tools

For further information on pricing and subscription plans, please sign up!

How can I access the platform?

You can access the platform on any internet browser on your computer, tablet or smartphone as long as you have internet access! We will also have an iOS / Android app for smartphones available soon.

What is the difference between therapy and psychiatry?

Therapists and Psychiatrists often work together to help you through your challenges. Their roles in therapy differ slightly:
- Therapists will learn about your challenges and difficulties, and they will design a course of therapy personalised for you, using various methods (often including psychotherapy) to help you through your journey. Therapists may include counselors, counseling psychologists, clinical psychologists and social workers.
- Psychiatrists are medical doctors who can prescribe medication to treat mental health disorders.
Sign up on our platform and start therapy with our therapists. They will learn and understand your challenges and come up with an effective solution to help you! If you require a referral to psychiatrist, we have partner psychiatrists that we recommend! Ask your therapist or contact our customer support team for more information.

02. Online Counselling

What are online counselling sessions?

Online counselling allows you to have virtual face-to-face therapy sessions (or voice call if you prefer). This can take place anywhere, as long as you have internet connection and a mobile or computer! Our platform allows you to schedule an appointment with the therapist ahead of time.

Online counselling allows you to have therapy in your comfort zone with utmost privacy, even at home! All information is end to end encrypted, ensuring your privacy.

How can I book an online counselling sessions?

You can book online counselling sessions on our platform! You will be able to see your therapist’s available time slots, and book your appointment there.
We recommend using Google Chrome on your computer for the best online counselling experience! However, you can also use other web browsers including Safari, Firefox and Microsoft Edge. Please make sure you have a stable internet connection. Please make sure you have enabled pop ups and allowed browser access to your microphone, speaker as well as camera on your computer or device.

Can I cancel or reschedule the appointment? What happens if I am late or miss the appointment?

Yes you cancel or reschedule up to 24 hours before the appointment. If you are late by more than 30 minutes or if you miss your appointment, you will forgo your therapy session.

Do the online counselling sessions expire at the end of the month?

Yes, the sessions expire at the end of every billing cycle, and cannot be carried forward to the next month.

Can I choose the therapist?

We will use our intelligent computer matching algorithm to provide the most effective therapy based on your needs. Upon signing up we will ask you a few simple questions about you and your preferences, then we will use the algorithm to pick the most suitable therapist for you.

Can I switch therapists?

Yes you can change therapists! If you wish to change, please send our Customer Service team a message in the chatroom. Our algorithm will match you with a new therapist.

What if I run out of sessions? Can I purchase addition sessions?

No problem! Extra therapy sessions can be purchased individually any time on our platform. You can also choose to upgrade your subscription plan (so you can have more therapy sessions in your subsequent month too!)

03. Text Therapy and Other Features

How does the text messaging / chatroom work?

Regular and Comprehensive subscription members can have access to unlimited text and audio messaging with their therapist on our platform! The chatroom will be active during office hours.
For Lite plan members, if you wish to have access to the chatroom, please upgrade to our Regular or Comprehensive package!

Can chat records be viewed after cancelling my subscription? Am I able to delete the chat records?

The past chat records with the therapist will be available for you to view anytime and cannot be deleted. However, once you log out of the platform, the records cannot be viewed unless you log in to your account again.

What is the journal for?

The journal can be used to write anything that’s on your mind! It can be a mood journal, thought diary, or just a space for you to write freely. When your therapist gives you mental health exercises, you can complete the exercises there. Please note that journal entries are shared with your therapist!

What are monthly assessments and progress reports?

Monthly progress reports are written by your therapists, so you can track your progress and allows you to see how far you have come along your journey!

04. Billing and Subscription

How am I billed?

Soulgood partners with Stripe to provide the most convenient and secure payment methods. You can pay with Visa or Mastercard, Alipay or Google Pay. You can change your payment method anytime.

You will be billed with your selected billing method immediately upon confirmation of your subscription package. Your subscription will renew automatically on the same date of the next month, and you will be charged on a monthly recurring basis using the same billing method (if no changes are made).

How secure is the payment system?

Our payment system is powered by Stripe, and is certified PCI Service Provider Level 1, which is the highest grade of payment processing security. All card numbers are encrypted.

Can I change my subscription?

Yes you can change your subscription anytime! Changes to the subscription plan will apply at the beginning of the next billing cycle. Please note that the price difference cannot be refunded.

What is the cancellation policy?

You can cancel your subscription anytime! You will still have access to the platform until the end of your billing cycle. Please note that the subscription fee paid cannot be refunded

How do you protect my privacy?

We take privacy and security very seriously. All forms of communication are encrypted for your safety. All data is securely stored on a cloud database with Amazon Web Services.

How much does it cost? And what are the subscription plans?

We offer a monthly subscription plan which will be charged on a monthly recurring basis.
- Lite plan: 1 online counselling session per month (60 minutes per session)
- Regular plan: 2 online video counselling sessions per month (60 minutes per session), text messaging with your therapist, monthly progress reports and assessments, unlimited self help tools
- Comprehensive plan: 4 online video counselling sessions per month (60 minutes per session), text messaging with your therapist, monthly progress reports and assessments, unlimited self help tools

For further information on pricing and subscription plans, please sign up!

05. Business, Career and Others

How can I offer Soulgood to my employees as a benefit?

To learn more about Soulgood for Business, please see this section. Or you may book a demo at enquiry@soulgood.io

Career opportunities

To apply to become our therapist, please email us with your resume at enquiry@soulgood.io

Emergency information

If you are in an emergency or crisis, please immediately contact 999 or other services listed here. Soulgood should not be used in these situations.

Customer Support Team

If you have any technical difficulties or questions, you can reach out to our Customer Support team in the chatroom! We will get back to you as soon as we can during office hours.
Customer Support service is available for all subscription packages, for the entire duration of your subscription.
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