What happens when ending services with Clearhead?

We’re sorry to see you go.

If you’ve given us notice to terminate, or your subscription has expired and you are not intending to renew, there are a few things you will want to know about the offboarding process at Clearhead.

Whether you are switching to another provider or ending support for another reason, we want to ensure your people are well supported through the transition. Here is how we do that.

Final support provided to employees during the Transition-out phase

At the end of the last day of your subscription (your End Date), we’ll begin a 90-day Transition-out phase, and make changes to your account settings.

The day after your End Date your organisation’s unique Clearhead microsite will be disabled and:

• New account sign-ups will not be possible.
• New bookings for therapy will not be possible to initiate, however,
• Permitted Users (Employees) that were referred in for EAP therapy before (and up to) the End Date will be able to complete their follow-up sessions with their therapist for up to 90 days after the End Date. This approach protects clinical continuity and aligns with best practice. Because of this, additional therapy invoices are possible for several months after your End Date.

Employees who made a Clearhead account on your microsite before the transition-out period begins will be able to log in to the free version of Clearhead, so that they can manage any final appointments.

Offboarding Steps

1. We’d appreciate it if you could complete the Clearhead offboarding form. This helps us support a smooth wrap-up and get a better understanding of the reasons you are departing.
2. Please let your team know about the End Date. We recommend giving as much notice where possible, and including the key points about the Transition-out period so employees understand their options.
3. Marketing communications will stop. On you End Date we will remove your HR contacts from Clearhead marketing communications.
   
   

Employees in crisis or seeking urgent support

During the Transition-out period it is unlikely, yet possible that we receive an urgent support request from a member of your team (including after-hours directly with our on-call counsellors).

In these circumstances we will continue to help the  caller immediately, even if this would otherwise be considered a "new" referral.

It is therefore possible we will provide billable urgent support during the transition-out period.

Depending on the situation faced by the team member, we may recommend they continue working with the counsellor they’ve initially connected with, or provide appropriate alternatives. We will manage follow-up to those crisis-support requests in communication with you on a case-by-case basis.

Access to the Clearhead Manager Portal

If you have a corporate login to our Manager Portal, you will be able to access your reports only until your End Date. Please make sure you export any reports you would like to retain.

What happens to data held by Clearhead?

Clearhead retains data only for as long as necessary to provide services and meet legal and contractual obligations. When data is no longer required, it is securely deleted or anonymised in accordance with our data retention policy (Privacy Policy, Section 10). Upon contract termination, clients may request a copy of their client data or request deletion (excluding aggregated/de-identified analytical data), and we will comply unless we are legally required to withhold the information.

Health information is treated separately. Health information held by Clearhead (including therapy appointment records and onboarding health information) is retained for up to 10 years in accordance with the Health (Retention of Health Information) Regulations 1996.

See the Clearhead Privacy Policy for full details.