• What is the refund policy?

    Because our providers charge for the time that is scheduled to be used, much like other medical professionals do, refunds for unused time are not granted. However, we review refund requests on a case-by-case basis in conjunction with providers; we make accommodations if unique or legal circumstances (medical, death, disability, court orders, etc.) dictate the reason for the request.

    It should take about 3 to 5 business days for the refunded amount to appear on your account.

    If a refund is not granted, we usually can make accommodations in other forms of reimbursement, such as a credit to be used towards future service.

    Talkspace is committed to offering everyone the best possible experience. If you’re ever dissatisfied or feel there is something we could do differently to improve your Talkspace experience, please let us know by contacting us at support@talkspace.com.

  • How am I billed?

    Your selected billing method will be charged immediately upon checkout, and your subscription will renew based on the recurring cycle you chose when you first signed up.  This renewal charge will happen on the same date of the month.

    All plans renew automatically unless you decide to cancel via your Account settings beforehand. This is stated when you selected a plan and before you were matched with a provider.

    Here's how you can view your next billing date:

    Through the Web
     
    1. Log into your account at www.talkspace.com.
    2. Click on your username located on the top left corner of the screen.
    3. Under Account, select Manage Subscription.
    4. On the Manage Subscription page, you will find your billing cycle and the next renewal date.
    Through the iOS App
     
    1. Log into your Talkspace iOS app.
    2. Click the gear wheel (gear_wheel.jpg) at the top-right corner of the page.
      • If you are in the chatroom, click on the green arrow (green_arrow.jpg) at the top-left to return to the Rooms page and locate the gear wheel.
    3. Now on the Settings page, scroll down and click Manage Subscription.
    4. On the Manage Subscription page, you will find your billing cycle and the next renewal date.

    Here's a reference of how the Manage Subscription page looks:

    billing_cycle.png

    Learn more about pricing here:

  • How can I update my payment information?

    You can update your payment information by following the steps below:

    Through the Web
     
    1. Log in through our website directly at www.talkspace.com.
    2. Find your username located in the top left corner of the screen.
    3. Click on it and scroll down to Account Details.
    4. At the bottom of the Account Details page, you will see a Payment section.
      • Click on the green Update button.
    5. From here you will be taken to a screen where you can update your payment information.
    6. When you’re finished, press Save.
    Through the iOS App
     
    1. Log into your Talkspace iOS app and click on the gear icon (gear_wheel.jpg) located at the top right corner of the page.
      • If you’re in your chatroom, click on the green arrow (green_arrow.jpg) at the top left to return to the Rooms page and locate the gear icon.
    2. From here you’ll be taken to the Settings page.
    3. Then tap on Account Details
    4. At the bottom of the Account Details screen, you should see your Payment information.
      • Click on the green Update button to the right of your card information.
    5. You will then be taken to a page where you can update your payment details
    6. Make sure to press Save when you’re finished.

    Note:  We will update this page when this feature becomes available on Android devices. If you do not have an iOS device you will need to log into the web version of the Talkspace site to make changes to your account.

  • What forms of payment does Talkspace accept?

    We accept all major debit/credit cards. However, we cannot accept PayPal or checks.

  • Can I pay for my subscription with an international credit card?

    Yes! You'll be able to enter your international postal code by accessing www.talkspace.com via your computer web browser.