FAQ – Solacetree
Support & Downloads
app-store-imggoogle-play-img

What is Solacetree?

Solacetree is a mobile solution that provides a matching algorithm for you and the licensed psychologists with half off of the market price. It is a mindful emotional tool to promote personal growth and wellbeing at the same time takes confidentiality as our cornerstone.

Where does the name “Solacetree” come from?

One of our founding members came up with this name during a Bible session. Solace means comforting and we hope the app will make your mind strong as trees and positive mindsets will root down in your heart.

What can I do with Solacetree?

Video chat

 

Video chat allows you to chat with counsellors in real time. You can choose to show your face or not during the chat session.

 

Webinar

 

Our webinar section allows you to a wide range of topics related to personal growth and mental wellbeing. These webinars are conducted by professional psychologists with rich experience in related areas. You are free to follow the webinar’s schedule that fits you the most. No refund will be made if you are not available for enrolled webinars.

 

Journal (record your feeling, manage emotional issue )

 

Our free journal function allows you to record your daily emotions which allows you to express your emotions, prioritize your problems, fear and review your improvements in the future. You can choose to reveal your journals with your counsellors and evaluate if any further action is needed.

Who will be helping me?

After you sign up, we will match you to a suitable counsellor who fits your objectives, preferences, and the type of issues you are dealing with. Different counsellors have different approaches and areas of focus, so it’s important to find the right person who can achieve the best results for you.

Who are the counsellors?

Counsellors on Solacetree are licensed, trained, experienced, and accredited psychologists (PhD / PsyD), marriage and family therapists (LMFT), clinical social workers (LCSW / LMSW), or licensed professional counsellors (LPC). All of the counsellors have a Masters or Doctorate Degree in their field. They have been certified by their state’s professional board after successfully completing the necessary education, exams, training and practice. While their experience, expertise and background vary, they all possess at least 3 years and 2,000 hours of hands-on experience.

How are the counsellors verified?

Our team ensures that every provider we bring to the platform is fully licensed and in good standing. Providers who apply are required to provide proper licensure documentation, identification, and references from other licensed practitioners who have worked with them. We then cross-check their licensure information with their respective state licensing board.

Is Solacetree right for me?

If you’re looking to improve the quality of your life, Solacetree is right for you. Whenever something is interfering with your happiness or preventing you from achieving your goals, we can help. We also have counsellors who specialize in specific issues such as stress, anxiety, relationship issues, parenting, depression, addiction, eating disorders, sleeping problems, trauma, anger, family conflicts, self-esteem and more.
Solacetree is not the right solution for you if any of the following is true:
  • You have thoughts of hurting yourself or others
  • You are in an urgent crisis or an emergency situation
  • You have been diagnosed with a severe mental illness
  • You have been advised to seek psychological supervision or psychiatric care
  • You were required to undergo therapy or counselling either by a court order or by other authority
  • You do not have a device that can connect to the Internet or do not have a reliable Internet connection

How much does it cost?

The cost of video counselling through Solacetree ranges from $560 to $960 per session. Cost of webinar counselling ranges from $400 to $600 for each course. The journal feature is free to use and it is up to you to disclose your journals to your counsellor or not.

I have signed up. How long until I'm matched with a counsellor?

It generally takes around 24 hours to be matched with a counsellor, and on some occasions might take a little longer depending on which qualifications and expertise you prefer in a counsellor. The counsellor would endeavour to reply to any appointment request within 24 hours.

Can I change my counsellor?

We request you to stick with your counsellor at least for three video sessions before changing. It is free to change your counsellor after three sessions of video counselling.

Can I request a specific counsellor?

After getting matched with a counsellor, requests can be made by contacting our customer service team at info@solacetree.com. Your request may be fulfilled depending on the availability of the requested counsellor.

How do live video sessions work?

You can have a video session with your counsellor where you see each other and talk with each other in a virtual face-to-face setting (similar to Skype).
To talk with your counsellor via video, you will need to schedule a time with your counsellor and log in to your counselling room at that time. Your counsellor will then prompt you to start the video session. After you confirm, you will immediately begin video chatting with your counsellor.

What if my counsellor is late?

If the counsellor is late for more than ten minutes, we will give a full refund to you.

What if I am late?

You are able to use the remaining time within the scheduled period. Counsellors are not responsible to extend the period for finishing the session.

What if I would like to reschedule my appointment?

We require all reschedules have to be made at least 24 hours before the appointment. Please email us at info@solacetree.com for any rescheduling required. After that, you will get a 50% refund, up until 1 hour before the appointment time.

What if I would like to cancel my appointment?

We require all changes have to be made at least 24 hours before the appointment to receive a full refund. After that, you will get a 50% refund, up until 1 hour before the appointment time. By then, unless counsellor does not show up, you will receive no refund for cancellation.

Is there a minimum time requirement for the appointment?

To ensure a high-quality conversation and a better background understanding, the first session must be at least 60 minutes or above. And then at least 30 minutes or above for subsequent sessions.

How will I pay for my Solacetree service?

Your payments will be charged to a credit card through Stripe or PayPal on a recurring basis. We introduce a token system with our designated tokens, Dandelions. One Dandelion is $ 20 and we are currently doing a promotion of $1000 for 52 Dandelions and $2000 for 105 Dandelions. A minimum of 10 Dandelions is required for each transaction.

What is the role of Solacetree?

The counselling service is provided by independent counsellors who work directly with you. Our role is to build, maintain, and support a platform that lets you and counsellors communicate effectively, and to facilitate this channel so they can get the most out of their interaction.

How is my privacy protected?

We make sure to prioritize your privacy and confidentiality. We have state-of-the-art technology in our operating system and infrastructure with one thing in mind: securing your privacy and safeguarding the information you provide. Our privacy and confidentiality standards are much more advanced than what is required by law or regulations, so you can feel safe and comfortable using our service.
  • You don’t need to identify yourself (see more about staying anonymous)
  • Everything you tell your counsellor is protected by strict Hong Kong SAR laws.
  • We don’t cooperate or work with any insurance companies or employers, so nothing is shared, reported or filed with them
  • Our browsing encryption system (SSL) follows modern practices, providing world-class online security and encryption
  • Our databases are encrypted and scrambled so they essentially become useless in the very unlikely event that they are stolen or inappropriately used

Can I stay anonymous?

When you sign up we do not ask you for your full name or contact information. You may pick any “nickname” which will identify you in the system. When you decide to start the counselling process, we will ask you for emergency contact information which is kept safe in the system so it can be used if your counsellor believes that you or someone else might be in danger.

I'm a licensed counsellor. How can I provide services using Solacetree?

Please start the application process by sending email to info@solacetree.com

How do I reset the password on my app?

You can reset your password by clicking “Forget Password”. A link for resetting password will be sent to the email provided.

How do I contact Solacetree for billing issue?

For any billing issues, contact info@solacetree.com

Have other questions? Or suggestions for how we can make the service better?

We’d love to hear from you. Please send us an email with your thoughts: info@solacetree.com

Do You Have Any Question?