Frequently Asked Questions

When you sign up, you'll complete a brief assessment about your goals, preferences, and what you're looking for in a therapist. Our algorithm uses this to recommend licensed professionals who specialize in your specific needs.

Yes. Finding the right connection is the most important part of therapy. Email [email protected] or message us from your dashboard and we'll match you with someone else. There is no charge to switch, and any unused session credits stay with you.

Yes. Every therapist applying to Echo Health submits their professional licence and identification, and an administrator reviews and verifies it before they are able to see any client. Therapists who have not completed that review cannot be matched with you.

Sessions start at Ksh 6,500 for a single 50-minute video session. The Plus bundle is Ksh 10,500 for 2 sessions plus therapy materials, and Couples is Ksh 18,000 for 2 joint sessions covering both partners. These are one-time purchases — there is no subscription and nothing auto-renews. Your session credits never expire. Pay by M-Pesa, card or bank transfer through Paystack; you never pay your therapist directly. See our Pricing page for the full comparison.

Not at the moment — sessions are paid for directly. If your insurer or employer reimburses outpatient mental health care, email [email protected] and we can send you an itemised receipt for your payment to submit to them. We cannot guarantee any particular insurer will accept it.

It is not a subscription. You buy a bundle of sessions once, nothing recurs and there is nothing to cancel. If you need to move or cancel a booked session, cancel it at least 24 hours ahead and the credit returns to your account for you to use whenever you're ready — credits do not expire.

Your video sessions are encrypted end to end between participants, and everything else — messages, notes, journal entries — travels over an encrypted connection and is stored behind per-record access controls, so only you and the therapist you are working with can read it. We never sell your personal or health data. Kenya's Data Protection Act 2019 gives you the right to access, correct or delete your data; email [email protected] to exercise it.

While you need to provide emergency contact information for safety reasons, you can choose a nickname to use during your sessions and in your communications with your therapist.