This Guide Contains Answers to Some Client FAQs:

Wallet, Credits, and Receipts

Technical Issues

Session

How do I book a session (individual, couples, in-person, etc)?

The different services (ie individual, couples, family) and mediums for therapy (ie video, audio, in-person) each Therapist offers are listed on their respective profiles.  Visit app.talkyourheartout.com to filter TYHO Therapists based on your preferences, view their availability, and book a session with them.

When you click on “BOOK A SESSION”, you will see a calendar pop-up. Simply input the service and medium preferred and select a date and time slot that best suits you. You will be directed to our payment page after confirming your selection. Upon successful payment, you will receive a booking confirmation via email. The booked appointment can also be found on your dashboard.

Where do I go to attend my session?

Online sessions (ie video and audio) take place on the platform itself. To attend your individual counselling session, please first sign into your TYHO account. If you scroll down on your dashboard, you will see a “START SESSION” button on your upcoming session date. Click on it to enter your session and the videoconferencing plugin will open. 

You can enter the room up to 10 mins before the start time  to test your microphone, camera, and speakers ahead of the session. 

If you are attending a couples counselling session, and your partner is at a different location, please share the call link with them. To do so, click on “Share Call Link” from the appointment box on your dashboard – this will allow you to copy a URL to share with them so they can attend the session with you.

In-person sessions take place at your selected Therapist’s office space. Their full address will be visible to you after you have successfully booked your session. Do head down to the stated location on the day of appointment to attend your session.

Where can I find my booked sessions?

Once you’re signed into your account, if you scroll down on your dashboard, you will see all your upcoming sessions and their respective details. 

What is the difference between the various mediums for therapy?

Online (audio / video) sessions take place through your device (eg laptop, smartphone, etc), where you and your Therapist speak with each other through a pop-up videoconferencing plugin. 

Online sessions afford you greater autonomy and convenience (ie you are in control of your environment). They allow your Therapist to detect verbal / visual cues as you speak, and better understand how you are feeling. 

In-person sessions take place at the Therapist’s office. Our Therapists who offer in-person sessions have general location tags indicated on their profiles. If you find it easier to open up in-person, or do not have a private space to attend online sessions from, you may wish to consider booking an in-person session. 

Note: In-person sessions incur an additional S$40 for the use of space.

Can I book a session on behalf of someone else such as my child?

We recommend that the client attending the session set up an account on our platform and book sessions personally. This allows them to receive booking confirmations / reminders via email.

If you are a parent / guardian booking a session for your child under the age of 18 years, parental consent is required. Please drop us an email at [email protected], and we will come back to you within 2 business days.

Rescheduling and Cancellation

What is TYHO's rescheduling / cancellation policy?

Talk Your Heart Out (TYHO) has a minimum 24-hour rescheduling / cancellation policy. We do not accept rescheduling or cancellation requests within 24 hours of the scheduled appointment time to be fair to our Therapists who have blocked out time for sessions.

Any payments made towards such appointments will be non-refundable.

Prior to this 24-hour timeframe, you may reschedule or cancel your appointment directly via the platform. 

How can I reschedule a session?

Once you are signed into your dashboard, scroll down to your upcoming sessions to locate the session you wish to reschedule. Click on “Reschedule” to view your Therapist’s availability and select another date and time that best suits you.

Note: Once it is within 24 hours of appointment time, the “Reschedule” button will be hidden and you will not be able to reschedule the appointment.

How can I cancel a session?

Once you are signed into your dashboard, scroll down to your upcoming sessions to locate the session you wish to cancel. Click on “Cancel” to proceed with the cancellation.

  • The payment made will be refunded to your TYHO wallet as credits.
  • If a discount code was used when booking your session, the usage would be reversed (ie you may apply it again), and any payment made will be refunded to your TYHO wallet as credits.

Note: Once it is within 24 hours of appointment time, the “Cancel” button will be hidden and you will not be able to cancel the appointment.

What happens if my Therapist cancels a session?

When your Therapist cancels a session, the session will be labelled “Cancelled by Therapist“on your dashboard. You will also receive:

  • a reason for the cancellation;
  • an email confirming the cancellation; and
  • fees for the session refunded to your TYHO wallet as credits. 

What is a withdrawal fee?

When you withdraw the credits in your TYHO wallet to get a monetary refund, the amount you withdraw will be subject to a 20% withdrawal fee, also known as an administrative fee.

This covers the online transaction fee, bank transaction fee, discount given on the purchase of wallet credits (if any), and other administrative costs associated with facilitating the withdrawal.

Wallet, Credits, and Receipts

What are wallet credits?

Wallet credits are what you can use to book sessions with your Therapist(s) on the platform. They are deposited in your account after you have bought a package of sessions or topped up your wallet with a custom amount.

To purchase a package or top up your wallet, please click on the “Buy a Package” module on the righthand menu of your dashboard. 

How do I top up my wallet and use credits?

Once you are signed into your TYHO account, if you click on the “Buy a Package” module on the righthand menu of your dashboard, you will be able to top up your wallet via either of the following ways:

  • Purchasing a package: To purchase a package, please select your type of Therapist (Care or Empathy), service, medium, and the number of sessions you would like to purchase and make payment accordingly. A discount is automatically calculated based on the amount of credits purchased. Your payment will be deposited as credits into your wallet.
  • Selecting a custom amount: You can choose to top up your wallet with a custom amount by clicking on the “Custom Amount” tab. Simply input the amount you would like to top up to your wallet, and make payment accordingly. Your payment will be deposited as credits into your wallet. 

To use your wallet credits, simply ensure that the “Use Wallet Balance” field is checked on the payment page. 

We provide a 6 percent discount for a top up of S$ 360 to S$ 959, and a 8 percent discount for a top up of S$ 960 to S$ 3000.

The discount is intended to encourage users to commit to long-term therapy, where required. You may refer to the Pricing page for more information. 

Where can I view the addition, deduction, or refund of credits to my TYHO wallet?

Once you are signed into your TYHO account, if you click on the “Buy a Package” module on the righthand menu of your Dashboard and select “Wallet Ledger”, you will see the details of all your past transactions. This includes the respective amounts that have been:

  • added to your wallet when you purchase a package or do a top up;
  • deducted from your wallet when you book sessions; and
  • refunded to your wallet when you or your Therapist cancels a session.

Where can I find my session and payment receipts?

Once you are signed into your TYHO account, if you look to the right of your Dashboard, you will see that there are 2 different receipts available for download:

  • Session receipt: The session receipt reflects a session completed on the platform (with the following details: date, time, medium, and type of session, as well as Therapist selected). It is only generated after a session has been completed, and is not a proof of payment.
  • Payment receipt: The payment receipt reflects a payment made on the platform. It is generated after every payment made and does not include specific session details. It is not a proof of completing a session.

If you have further questions or require administrative support, drop us a support request and we will reply within 2 business days.

Technical Issues

The call has frozen or dropped.

Please ensure that you have a strong and stable internet connection before you join the call. 

You can do a speed test through Google to check your upload and download speeds. If you have a weak Wi-Fi connection, you may wish to move to another location or use a mobile hotspot.

If your call freezes or drops during a session, please rejoin via your Dashboard. 

I can't hear my Therapist when I navigate to another window or app on my mobile device.

If you are using a mobile device, please ensure that you do not navigate away from the screen. Navigating to another window or application may disconnect you from the session. If this happens, please rejoin the session. Use a laptop if you would like to share screen or apply a virtual background. 

What happens if my Therapist disconnects during a session?

Your Therapist may disconnect during a session when their internet connection is disrupted. Their screen may be blacked out. Please rejoin the session if the Therapist drops off and does not rejoin in a few minutes.