Version 1.6.1 — Last Updated: August 4, 2026 · Effective Date: August 5, 2026
These policies explain what users can generally expect when using TMatch for matching, booking, payment support, Tracy, and related administrative services. Provider-specific policies may also apply and will be shown separately.
1. Role of TMatch and Tracy
TMatch is a technology platform operated by Tmind AI Inc., doing business as TMatch. TMatch may help users discover, match with, communicate with, and book mental health Providers. TMatch may support intake, Provider profiles, matching explanations, scheduling, reminders, self-pay payment processing, telehealth access or integrations, and support.
Tracy is TMatch's AI-assisted intake, matching, navigation, booking, and follow-up feature. TMatch and Tracy do not provide therapy, diagnosis, treatment, medical advice, legal advice, clinical supervision, insurance services, payer services, crisis intervention, or emergency services.
2. Provider Independence and Responsibility
Providers listed on TMatch may include independently licensed Providers and, where permitted, supervised Providers, students, trainees, or other professionals practicing under required supervision, practice setting, or organizational authorization.
Providers are responsible for their professional and clinical services, including scope of practice, licensure, supervision, Client acceptance, clinical decisions, treatment planning, records, informed consent, telehealth consent, privacy notices, emergency procedures, 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 quality, availability, suitability, insurance coverage, reimbursement, payment, or outcomes.
3. Provider Profiles, Verification, and Matching
A Provider profile may appear after the Provider completes required onboarding and submits information. A directory listing does not by itself mean that TMatch verified all information, endorsed the Provider, or determined that the Provider is clinically appropriate for a particular user.
A "TMind Verified" badge means only that TMatch completed a limited review of specified information as of the displayed date or most recent review. It is not comprehensive credentialing, payer credentialing, accreditation, a background check, clinical supervision, or a guarantee.
Tracy may recommend or make searchable Providers who meet TMatch's current matching criteria. Users remain responsible for deciding whether a Provider is right for them and should independently verify credentials, supervision, rates, insurance participation, availability, and fit when relevant.
4. 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 location, service, 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 show the applicable amount and timing of any authorization or charge before you confirm the booking.
Unless TMatch expressly agrees otherwise in writing, TMatch does not verify insurance or EAP eligibility or benefits, determine coverage, calculate cost sharing, obtain prior 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 network participation, eligibility, benefits, authorization, Client financial responsibility, copays, deductibles, coinsurance, claims, denials, appeals, refunds, overpayments, recoupments, 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.
Rates displayed for self-pay sessions are gross session prices. Providers may receive a lower net payout after payment-processing, payout, cross-border, currency-conversion, refund, dispute, chargeback, tax, and other authorized deductions.
5. Scheduling and Booking
A booking request is not confirmed until the Platform shows confirmation or the Provider accepts it. Users and Providers should keep availability and contact information current and promptly communicate changes.
TMatch may send reminders, but users and Providers remain responsible for attending confirmed appointments. Technical or reminder failure does not automatically cancel a booking.
6. Cancellation, Rescheduling, and No-Shows
Unless a different policy is clearly displayed and accepted at booking, a self-pay session processed through TMatch may be cancelled or rescheduled at least 24 hours before the scheduled start time for a refund of the applicable session charge, less non-refundable third-party processing, cross-border, currency-conversion, or refund-related charges actually incurred, where permitted by law.
A cancellation made less than 24 hours before the scheduled start time or a Client no-show may be non-refundable. Any amount released to the Provider is subject to applicable deductions.
For insurance or EAP appointments, cancellation, no-show, copay, deductible, coinsurance, and other financial-responsibility rules are handled by the Provider or applicable billing entity, subject to Provider 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.
7. Provider Cancellation, Technical Failure, and Exceptions
If a Provider cancels, does not attend, or cannot provide the scheduled service, the Provider and TMatch will take reasonable administrative steps to notify the user and address any Platform-processed payment consistent with applicable law and payment-processor requirements.
TMatch may review exceptions involving duplicate charges, platform technical failures, fraud, emergencies, payment disputes, chargebacks, safety concerns, legal requirements, or other circumstances disclosed during the transaction.
8. Refunds and Disputes
Refund amount and timing may depend on session type, payment method, currency, country, payment processor, Provider policy, dispute or chargeback rules, and applicable law.
A refund reduced by non-refundable transaction charges is a partial refund. The applicable amount or method of calculation should be disclosed during booking, cancellation, or refund processing.
TMatch may assist with Platform, booking, or transaction issues. TMatch does not decide disputes about diagnosis, treatment, clinical quality, professional judgment, or the Provider-Client relationship.
9. Respectful and Safe Use
Users and Providers must communicate respectfully, provide accurate information, protect privacy, and use TMatch and Tracy only for lawful purposes.
Harassment, threats, discrimination, deception, impersonation, fraud, unauthorized access, privacy violations, manipulation of matching or booking, false session status, misuse of contact information, or other unsafe conduct may result in limits, suspension, or termination.
10. 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, contact local emergency services. In the United States and Canada, call 911 for an immediate emergency or call or text 988 for crisis support where available.
11. Support and Complaints
Clinical concerns should be discussed with the Provider and, where appropriate, the Provider's practice, supervisor, licensing authority, or payer.
Platform, matching, Tracy, booking, payment, cancellation, privacy, or account concerns may be sent to hi@tmind.ai.
12. Updates
TMatch may update these Practice Policies to reflect service, legal, payment, or operational changes. We will update the Last Updated date and provide additional notice when required by law.
13. Contact
Tmind AI Inc., doing business as TMatch
1100 NE Campus Pkwy,
Suite 200,
Seattle, WA 98195