BetterHelp

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website (BetterHelp): https://www.betterhelp.com/
• BetterHelp support (contact page): [email protected]
• BetterHelp contact and support page: https://www.betterhelp.com/contact/
• BetterHelp account log in: https://www.betterhelp.com/login/
• Arbitration opt-out notice (Terms Section 7): [email protected]
• FTC refund administrator (2017-2020 payments): 1-833-637-4774
• FTC refund administrator email: [email protected]
• BBB-listed phone (not the company's published support channel): (888) 688-9296

Locations

BetterHelp: how to cancel, refunds, billing, arbitration opt-out and where to complain (checked October 14, 2026)

BetterHelp's own pages, opened on October 14, 2026, set out the routes below. They are the company's wording, not our assessment. The archive on this site contains no complaint posts that name BetterHelp (searched on October 14, 2026), so the practical steps here come from the company's current terms and help pages, and the record sections below rely on regulators, court dockets and BBB and Trustpilot as displayed.

Cancelling. The Terms and Conditions (Last Updated August 26, 2026), Section 8, say: “Any type of subscription you choose will continue and automatically renew until you cancel the membership,” “You can cancel the subscription to the service at any time for any reason,” and “Your membership must be canceled before it renews in order to avoid the next billing cycle.” BetterHelp's AARP page gives the steps: log in; if you are receiving therapy, go to Menu, My Account, Payment Settings, Quit therapy; then go back to Menu, My Account, Personal Information and click Request Erasure. The page says a confirmation email follows once the service is cancelled. Request Erasure is a data-erasure request that the AARP page lists as part of its steps; the Privacy Policy (Section 3) defines data erasure as “the permanent removal or obfuscation of identifiable data” and says certain categories of data “are retained for a period of time after you cancel your Membership.” The Terms (Section 8), as opened on 2026-10-14, say the membership must be cancelled before it renews; they do not say whether access ends immediately or at the end of the billing period.

Billing cycle. Section 8 says billing “can occur weekly, every (4) four weeks, or quarterly,” that you are “charged for the subscription immediately but it may take some time before you are matched,” and that the billing period “will run from the date you are matched.” Unused sessions: “any sessions (video, phone or chat) accrued but unused within a billing cycle will not roll over.”

Refunds. The AARP page says: “BetterHelp offers refunds on a case-by-case basis. Please reach out to customer service to discuss the possibility,” and that refunds “are not guaranteed.” The Terms add a 14-day cooling-off paragraph for people who live in countries where such a right applies by law. The FAQ page opened for this review, which displayed prices in euros for the reviewer's location, did not address refunds.

Contact. The Contact & support page lists a send-a-message form, [email protected] and the mailing address BetterHelp, 3155 Olsen Dr., Suite #375, San Jose, CA 95117. The Terms say a Notice of Dispute is sent to that address. A phone number appears on the BBB profile but not on the company's contact page.

Arbitration. The Terms carry a notice that the agreement is subject to binding arbitration and a class action waiver (Section 7). They state: “You may opt out from this Arbitration Agreement within 30 days after you first access or use the Platform” by written notice to [email protected] with the subject line “Arbitration Opt-Out.”

Insurance. BetterHelp's insurance page says it “may be available as an in-network benefit” through selected Aetna, Anthem, Cigna, Highmark and UnitedHealthcare plans in listed states; the AARP page says insured members pay an average co-pay of around $23 per session, based on current insured members (company statement).

Charged after cancelling. Keep the cancellation confirmation email, the date and a screenshot of the charge, and send them to [email protected] (the company's published contact address) when asking for a refund; the AARP page says refunds are decided case by case. A card issuer's dispute process and BBB's complaint form are separate routes.

If you paid between August 1, 2017 and December 31, 2020, the FTC page for BetterHelp refunds says people are eligible if they "signed up and paid for services from a BetterHelp website" in that period, that payments were sent by "PayPal, Zelle, and check," and that payment questions go to the administrator at 1-833-637-4774 or [email protected]. The FTC page describes an administered payment program, not an open claim form.

Outside BetterHelp. The FTC page names ReportFraud.ftc.gov for reporting bad business practices, and BBB accepts complaints about a business through its profile page.

FTC order on sharing health data for advertising (2023) and refunds

FTC consent order (final July 14, 2023). The FTC's press release of March 2, 2023 says it issued a proposed order against BetterHelp, Inc. to settle charges that the company “revealed consumers' sensitive data with third parties such as Facebook and Snapchat for advertising after promising to keep such data private.” According to the FTC's complaint as described in that release, BetterHelp used and revealed email addresses, IP addresses and health questionnaire information to Facebook, Snapchat, Criteo and Pinterest for advertising purposes. The FTC's case page lists the final Decision and Order and Complaint under the date July 14, 2023, and the FTC's July 2023 release says the Commission voted 3-0 to finalize the complaint and order after reviewing 123 comments.

What the order says. Per the FTC: BetterHelp must pay $7.8 million, used for partial refunds; it is prohibited from disclosing consumers' health data for advertising and from sharing personal information for re-targeting; and it must obtain affirmative express consent before disclosing personal information to certain third parties for any purpose, maintain a comprehensive privacy program, direct third parties to delete data it shared, and limit data retention under a schedule.

Company position. The Decision and Order states that in the consent agreement the respondent “neither admits nor denies any of the allegations in the Complaint, except as specifically stated in this Decision and Order,” and admits only the facts necessary to establish jurisdiction for this action.

Refunds. The FTC's May 6, 2024 release says about 800,000 people would begin receiving notices, with payments for people who signed up and paid for services from a BetterHelp website between August 1, 2017 and December 31, 2020, across BetterHelp, MyTherapist, Teen Counseling, Faithful Counseling, Pride Counseling, iCounseling, Regain and Terappeuta. The FTC refund page, as displayed on October 14, 2026, says the administrator first sent payments in June 2024, which “resulted in nearly $5.2 million in refunds,” and is sending a second round “totaling over $2.6 million to more than 534,000 people who accepted their first payment.” Questions go to the independent administrator, 1-833-637-4774 or [email protected]; the FTC says it never requires people to pay money or give sensitive financial information to get a refund.

No other federal or state regulator action against BetterHelp was identified in the sources checked on October 14, 2026 (the FTC case page and Teladoc's June 30, 2026 Form 10-Q). State attorney general and state licensing-board records were not searched individually.

Who runs BetterHelp

Operator. BetterHelp, Inc. is a Delaware corporation; the FTC's order gave its principal office as 990 Villa St., Mountain View, California, and its current website gives San Jose, California (3155 Olsen Dr., Suite 375). BBB's raw page data lists the business as incorporated October 24, 2012 and started November 1, 2012; the company says it was founded in 2013.

Parent. Teladoc Health, Inc.'s Form 10-Q for June 30, 2026 calls BetterHelp “the Company's subsidiary” and reports a BetterHelp segment. The Form 10-Q's definition of BetterHelp Paying Users counts people who “pay directly out-of-pocket” and those who “utilize their insurance coverage.”

How the service works. Per BetterHelp's About page, therapists in its network include psychologists (PhD/PsyD), marriage and family therapists, clinical social workers and licensed professional counselors; the company says the network has more than 31,000 licensed therapists and has helped over 5 million people worldwide. The Terms say the providers “are independent practitioners who are neither our employees nor agents nor representatives,” and that “The Company does not directly provide Services and is not a healthcare entity.” The FTC's 2023 release described the signup flow as a questionnaire about mental health, followed by matching with a counselor and weekly pricing of $60 to $90 at that time.

Brands. BetterHelp has offered counseling under other names, including Teen Counseling, Faithful Counseling, Pride Counseling, MyTherapist, iCounseling, ReGain and Terappeuta (FTC order and release).

Crisis note. The Terms say that anyone considering suicide or harming themselves or others must immediately call local emergency services; the Contact page says not to use the site if in crisis.

BetterHelp complaint and review record (as displayed October 14, 2026)

All figures are as displayed on October 14, 2026 and come from separate sources; they are not added together and none is our own rating.

• BBB: profile for “BetterHelp, Inc,” San Jose, CA (category Psychologist Referral Service). BBB Accredited, rating A+. 337 total complaints in the last 3 years and 92 complaints filed in the last 12 months. Customer reviews: 3.96/5, average of 312 reviews. BBB's raw page data gives file opened March 13, 2014 and accredited December 7, 2015. BBB notes that displayed complaint text might not represent all complaints filed.
• Trustpilot: 9,725 reviews, 3.8 shown. Profile claimed (July 2015) with a paid Trustpilot subscription. Trustpilot's notice: “No recent history of asking for reviews. This company hasn't invited customers recently, so reviews may not be representative.” Trustpilot also shows “Replied to 95% of negative reviews,” typically within 1 week.
• This site's archive: no approved complaint posts naming BetterHelp were found on October 14, 2026 (the older posts that match the name “Better Business Help” or that use the phrase “better help” concern other businesses). The CFPB complaint database is for financial products and is not used for this page.

Court record: In re BetterHelp, Inc. Data Disclosure Cases

In re BetterHelp, Inc. Data Disclosure Cases, No. 3:23-cv-01033 (N.D. Cal., Chief Judge Richard Seeborg). Putative class-action complaints began on March 7, 2023, the first quoting the FTC complaint and consent agreement as exhibits; related cases were consolidated and plaintiffs filed a consolidated complaint against BetterHelp, Inc. Teladoc's June 30, 2026 Form 10-Q says: “There have been multiple putative class-action lawsuits filed against the Company's subsidiary BetterHelp in connection with the consent order,” filed in California federal and state courts and in Canada, involving allegations of “misleading patients as to BetterHelp's use of patient data and associated alleged violations of law involving privacy, advertising, contract, and tort,” and that the company “believes that it has substantial defenses.”

Docket steps (CourtListener docket, newest entries opened October 14, 2026).

• June 2024: orders entered judgment on stipulation for two individual plaintiffs (J.S. and Jane Doe II) after offers of judgment were accepted; the docket text does not state terms.
• July 15, 2024: order granting in part and denying in part BetterHelp's motion to dismiss the consolidated complaint (the free docket text does not state which claims).
• August 21, 2025: order denying a second motion to dismiss without prejudice (Dkt. 203).
• January 29, 2026: hearing on plaintiffs' motion for class certification and on BetterHelp's motions to strike expert testimony; the docket says the motions were taken under submission. A later docket entry (April 28, 2026) vacated a hearing on class certification and submitted it without oral argument. No class-certification order appeared in the docket entries reviewed through the October 9, 2026 entry.
• August 4, 2026: order granting BetterHelp's motion to stay (Dkt. 272) and plaintiffs' motion to amend the schedule in part; August 11, 2026: order clarifying the scope of the stay. The August 4 order (Dkt. 296) says the action “is stayed pending issuance of a decision in Variety Media” (Variety Media, LLC v. Superior Court of Los Angeles County, Cal. Ct. App. No. B350578), describes the stay as “limited,” and provides that outstanding discovery responses “shall be produced notwithstanding this stay” and that scheduled expert depositions “shall go forward”; it also extended the fact-discovery cutoff to September 21, 2026.
• September 28, 2026: clerk's notice continuing the final pretrial conference from December 16, 2026 to January 20, 2027. A February 26, 2026 scheduling order had set jury selection for February 16, 2027.
• Discovery disputes continued through September 29, 2026, including subpoenas to Meta Platforms, Cloudflare and Mixpanel and a motion by Teladoc Health (not a party to the class actions) to quash a deposition subpoena in S.D.N.Y. (No. 1:26-mc-00164, filed April 21, 2026). Judge Kaplan's May 10, 2026 order (entered May 11) granted the motion insofar as the Rule 30(b)(6) deposition was limited to three subjects and three hours, and otherwise denied it; plaintiffs filed a motion to compel the deposition on June 10, 2026, and Teladoc filed opposition on June 12, 2026.

Other individual suits against BetterHelp in the N.D. Cal. (for example Fockler, 5:24-cv-03452; Rodarte, 5:24-cv-07154, terminated August 1, 2025) are listed on CourtListener; their claims are not stated in the docket search results and are not described here. A complaint is an allegation, not a finding.

Is BetterHelp Legitimate?

Facts that can be checked on primary pages as of October 14, 2026: BetterHelp, Inc. is a Delaware corporation operating betterhelp.com from San Jose, California and is a subsidiary of Teladoc Health, Inc., a public company. Its Terms state that the providers are independent practitioners and that the company is not a healthcare entity. BBB lists it as accredited with an A+ rating, with 337 complaints in the last 3 years as displayed. In March 2023 the FTC proposed an order and the Commission finalized it on July 14, 2023, requiring $7.8 million and restrictions on sharing health data for advertising; the company neither admitted nor denied the allegations. Class-action litigation over data disclosure remains pending in the Northern District of California with no class-certification order seen on the docket.

This page does not rate the service or its therapists. Readers choosing a provider can compare the practical terms above (auto-renewing subscription, cancel before renewal, case-by-case refunds) with their own needs, and may prefer to read the FTC order and the privacy policy before sharing health information.

Court & Public Records

Company Relationships

• Owned by: Teladoc Health, Inc.

Frequently Asked Questions