Last updated: September 10, 2026

The short version

We collect what we need to work with you and nothing beyond it. Your coach can see your records, and so can Deseree and Jonathan, who run the practice. No other coach can. We never sell your information, we never share it with your congregation, family, or employer, and we do not use it for advertising.

You can ask us at any time what we hold about you, ask for a copy of it, ask us to correct it, or ask us to delete it. Write to privacy@mendedmindcoaching.com and we will take care of it.

Who we are

Mended Mind Coaching LLC is a mental health coaching practice registered in New York, USA, serving clients internationally. This policy covers our website at mendedmindcoaching.com and everything we do with your information as a client or as someone who has contacted us.

Jonathan Maes is our privacy officer. If you have a question or a concern about how we handle your information, he is the person who deals with it. You can reach him at privacy@mendedmindcoaching.com.

A note on discretion

Many of the people we work with would rather keep the fact that they are getting support to themselves. That is their business and nobody else’s, and we have built the practice around it. The fact that you contacted us is itself private information, and we treat it that way.

We will never contact you through anyone else. We do not tell elders, family members, or anyone in your congregation that you are working with us, and nobody has the authority to ask us. If you would like us to speak with someone in your life, that only happens when you ask us in writing.

What we collect, and when

When you contact us through the website

Our contact form asks for your name, email address, phone number, your state or province, whether you have worked with us before, and anything you choose to tell us in the comments box. It also asks how you heard about us, which is optional. If you would rather not say, leave it blank.

When you become a client

Before your consultation we send you an intake form. It asks for contact details, relevant background, any medications you are currently taking, and your answers to three standard questionnaires about anxiety, mood, and trauma-related symptoms. It also asks directly whether you have had thoughts of harming yourself.

We ask about medications because some conditions fall outside what coaching can responsibly help with, and we would rather find that out early and point you somewhere better suited than take you on and do you no good.

We ask the question about self-harm because we need to know. If you tell us you are having those thoughts, someone from our team will follow up with you directly. We would rather you know that in advance than be surprised by it.

If the client is under 18, we ask a parent or guardian to complete a consent form first, and their form gates the young person’s.

As we work together

Your coach keeps notes on your sessions, along with the goals you set together and how things are going against them. If you repeat any of the questionnaires later on, we keep those scores so you can see movement over time.

When we meet for a session

Sessions run over Zoom. Your booking confirmation carries the meeting details for your coach. Zoom holds the connection information for the call itself, such as when it happened and who joined, under their own privacy policy.

You will not see other clients, and they will not see you. Sessions use a waiting room, and nobody except your coach can see who is waiting.

We do not record sessions. Not for review, not for training, not for any other reason. The only recordings we ever make are of internal team meetings and coach training, and no client is present in those.

When you book and when you pay

Appointments are booked through Bookly, which runs on our website and stores your name, email address, phone number, and your appointment history.

Payments are handled by Stripe, either through their checkout page or through an invoice they send. Your card details go straight to Stripe and never touch our systems. We can see that a payment was made and how much it was for. We cannot see your card number.

Card and bank statements from us appear as MENDED MIND COACHING. Our payment processor requires the descriptor to identify us, so we cannot make it say nothing at all. If a line on a shared statement is a concern for you, say so and we will work out a payment arrangement that suits your situation.

Our website sends booking confirmations and similar messages through our Google Workspace email. The site keeps a copy of the messages it sends, so we can check that they arrived and resend them if they did not. Those copies are deleted automatically after 90 days.

Nervous System Reboot

The listening program runs through Unyte, and you create your own account with them directly. That means your relationship with Unyte is your own, governed by their privacy policy, not ours. Through our provider dashboard we can see the listening activity of clients who are working with us, which is how we know how to support you through the program.

When you message us

We recommend email for anything that matters, and it is what we use by default. We also use WhatsApp, because clients sometimes have power outages or unreliable connections and WhatsApp gets through when email does not. WhatsApp messages are end-to-end encrypted in transit, and our backups of them are encrypted so that only we can read them.

When you simply visit the website

Our web host keeps standard server logs. We do not use advertising trackers, and we do not build a profile of you from your visit.

One exception, stated plainly. Our online booking page loads a script from Meta that comes bundled with our booking software. We did not add it, we do not use it, and it is not configured to do anything. Every other page on this site is free of it. If you would rather not load it at all, you can contact us by email or through the form instead of using the booking page.

Who can see your information

Inside the practice, access is limited on purpose:

  • Your coach can see your records.
  • Deseree Maes and Jonathan Maes can see all client records. Deseree leads the coaching, trains every coach and decides who you work with. Jonathan runs the business side. Between them they handle anything that needs escalating, and that oversight is why they need the full picture.
  • No other coach can see you. Apart from Deseree, a coach only ever sees the clients they are working with.
  • One administrative team member has access for scheduling and billing, limited to what that work requires. She is bound by a confidentiality agreement.

If your coach leaves the practice, their records come to Jonathan. If you move to a different coach, your records transfer to that coach once you have booked a session with them, and not before.

Who we share it with

We do not sell your information, and we do not share it for advertising. We use a small number of service providers to run the practice, and each of them sees only what their part requires:

  • Google hosts our forms, documents, and records.
  • Bluehost hosts our website and its booking system.
  • Stripe processes payments.
  • Zoom hosts our video sessions.
  • Unyte delivers the Nervous System Reboot listening program.
  • WhatsApp carries messages, when we use it.

Beyond that, we would only pass your information to someone else if you asked us to in writing, or if we were legally required to, or if we believed there was a serious and immediate risk to your safety or someone else’s. That last one is rare, and we would tell you we were doing it wherever it was safe to.

Where your information is held

Our providers store data on servers in the United States. If you are outside the United States, your information is transferred there and handled under US law as well as the law where you live.

How long we keep it

We keep your records indefinitely, unless you ask us to delete them. We do this because clients often come back years later, and having your history means you do not have to start over or retell a difficult story. If you would rather we did not, say so and we will delete what we hold.

Your choices

Wherever you live, you can:

  • Ask what we hold about you and get a copy of it.
  • Ask for a copy in a portable format you can take elsewhere.
  • Ask us to correct anything that is wrong.
  • Ask us to delete what we hold.
  • Withdraw your consent, and stop working with us, at any time.

Write to privacy@mendedmindcoaching.com. We will respond within 30 days. There is no charge, and you do not have to give a reason.

If something goes wrong with your information and it puts you at real risk, we will tell you, and we will tell the relevant regulator.

If you live in Quebec, Law 25 gives you these rights directly, and you can complain to the Commission d’accès à l’information du Québec. Elsewhere in Canada, you can complain to the Office of the Privacy Commissioner of Canada. We would rather you came to us first, but you do not have to.

Children

We work with people under 18 only with a parent or guardian’s written consent, and the parent completes their own form before the young person completes theirs. We do not knowingly collect information from anyone under 18 outside that process.

Changes to this policy

If we change how we handle your information, we will update this page and change the date at the top. If the change is significant, we will tell current clients directly rather than expecting anyone to notice.

Contact

Mended Mind Coaching LLC
Privacy officer: Jonathan Maes
privacy@mendedmindcoaching.com