Practice Policies

Last Updated: July 2026

Effective Date: These Terms become effective on the date you first access or use TMatch, or when you explicitly agree to them during account registration.

TMatch is a technology platform operated by Tmind AI Inc., doing business as TMatch. These Practice Policies explain what users can generally expect when using TMatch for provider matching, care navigation, booking, Tracy, and related administrative features.

Role of TMatch and Tracy

TMatch helps users discover, match with, communicate with, and book mental health providers. TMatch may support intake, preference collection, provider profiles, matching explanations, scheduling, reminders, self-pay payment processing, telehealth access or integrations, and other administrative features.

Tracy is TMatch’s AI-assisted matching, intake, navigation, booking, and follow-up functionality. Tracy supports intake, organization of information, matching, reminders, and administrative navigation.

TMatch and Tracy do not provide therapy, diagnosis, treatment, medical advice, legal advice, crisis intervention, clinical supervision, insurance services, payer services, or emergency services.

Provider Independence and Responsibility

Providers listed on TMatch may include independently licensed providers and, where permitted and approved, supervised providers, students, trainees, or other professionals practicing under required supervision, practice-setting, or organizational authorization.

Providers are responsible for their own professional and clinical services, including clinical decisions, scope of practice, licensure, supervision requirements, disclosures, treatment planning, records, emergency procedures, informed consent, telehealth consent, privacy notices, billing, cancellation policies, and payer compliance.

TMatch does not supervise providers, control clinical care, establish the provider-client relationship on behalf of a provider, or guarantee provider quality, availability, suitability, insurance coverage, reimbursement, or outcomes.

Fees, Payment, Insurance, and EAP

Provider rates, session durations, availability, accepted insurance, EAP participation, and payment arrangements are set or approved by the provider and may vary by provider, location, session type, and payer arrangement.

For self-pay sessions booked through TMatch, payment may be processed through TMatch’s designated payment processor. The checkout flow will disclose the applicable amount and timing of any authorization or charge before you confirm the booking.

For insurance or EAP appointments, unless TMatch clearly states otherwise in a separate written agreement, TMatch does not verify eligibility or benefits, determine coverage, calculate cost sharing, obtain payer authorization, submit claims, perform payer credentialing, appeal denials, collect payer reimbursement, or guarantee insurance or EAP payment.

Your provider or the applicable billing entity is responsible for verifying benefits, eligibility, authorization requirements, network participation, client financial responsibility, copays, deductibles, coinsurance, claims, denials, refunds, overpayments, and required financial notices.

Unless TMatch clearly states otherwise, TMatch does not support out-of-network benefit verification, out-of-network claim submission, or superbill generation.

Scheduling, Cancellation, and No-Shows

For self-pay sessions processed through TMatch, unless a different policy is clearly disclosed at booking, you may cancel or reschedule at least 24 hours before the scheduled start time for a full refund.

If you cancel less than 24 hours before the scheduled start time, or if you do not attend the session, the session fee may be non-refundable and may be paid to the provider or applicable payout recipient.

TMatch may review exceptions, including platform technical failures, provider no-shows, duplicate charges, fraud, emergencies, payment disputes, chargebacks, safety concerns, or other circumstances required by law or disclosed by TMatch.

For insurance or EAP appointments, cancellation, no-show, copay, deductible, coinsurance, and other financial-responsibility rules are handled by your provider or the applicable billing entity, subject to their policies, payer rules, and applicable law.

Repeated no-shows, late cancellations, misuse, or failure to follow applicable policies may result in limits, suspension, or removal from TMatch.

Refunds and Disputes

Refunds, disputes, chargebacks, and payout timing may depend on the session type, payment method, payer arrangement, provider policy, payment-processor rules, and applicable law.

TMatch does not resolve disputes about clinical quality, treatment decisions, diagnosis, professional judgment, or the provider-client relationship. Those concerns should be addressed directly with the provider, subject to applicable law and professional requirements.

Appropriate Use and Code of Conduct

Users are expected to communicate respectfully, provide accurate information, use Tracy and platform features appropriately, and avoid abusive, harassing, threatening, deceptive, discriminatory, or unsafe behavior.

TMatch may suspend, limit, or terminate access for misuse, harassment, false information, unauthorized access, attempts to manipulate matching or booking, privacy violations, fraud, safety concerns, or other conduct that creates risk to users, providers, TMatch, or third parties.

Emergencies and Crisis Support

TMatch and Tracy are not emergency or crisis services. If you are in immediate danger, may harm yourself or others, or are experiencing a mental health emergency, call 911 or call/text 988, the Suicide & Crisis Lifeline in the United States.

Support

Clinical concerns should be discussed with your provider.

Platform, matching, Tracy, booking, payment, cancellation, or account concerns may be sent to hi@tmind.ai.