Question 1

Is online therapy confidential?

Accepted Answer

Yes. Your sessions and records are private. Video sessions are encrypted in transit, clinical notes are encrypted at rest, and access is role-based — only your treating therapist can see your session notes. We process your data in line with UK GDPR and are registered with the Information Commissioner's Office (ICO registration ZC127317). You can read the full detail in our Privacy Policy.

Question 2

How are your therapists vetted?

Accepted Answer

Every therapist on Lumina Care Therapy is an accredited professional registered with a recognised UK body - such as BACP, UKCP, HCPC, BPS, NCS and more. We verify their registration and professional indemnity insurance before they can see clients, and they remain individually accountable to the clinical and ethical standards of their professional body.

Question 3

How much does therapy cost?

Accepted Answer

Therapists set their own fees, so prices vary. We use a consultation-first model: you begin with an initial consultation to make sure the therapist is the right fit before committing to ongoing sessions. Fees are agreed transparently up front, with no hidden charges.

Question 4

What is your cancellation and refund policy?

Accepted Answer

If you give more than 48 hours' notice, you receive a full refund. Between 24 and 48 hours' notice, 50% of the session fee is refunded. With less than 24 hours' notice, or a missed session, no refund is due, as your therapist has reserved and prepared for that time. Full terms are on our Cancellation & Refund Policy page.

Question 5

Can I have therapy in my own language or with a culturally aware therapist?

Accepted Answer

Yes - this is central to what we do. Our therapists speak a range of languages and offer culturally aware, affirming care. When you look for a therapist you can filter by language and cultural background so you can work with someone who understands your lived experience.

Question 6

Is Lumina Care a crisis or emergency service?

Accepted Answer

No. Lumina Care is not an emergency service and cannot provide crisis intervention. If you or someone else is in immediate danger, call 999. For urgent medical or mental health advice, contact NHS 111. You can also call Samaritans free, any time, on 116 123, or text SHOUT to 85258.

Question 7

What is Lumi, and does it replace a therapist?

Accepted Answer

Lumi is a gentle AI companion available any time for everyday emotional support, to help you prepare for sessions, and to guide simple breathing and grounding exercises. Lumi never replaces human care — it complements the work you do with your therapist and is not a substitute for professional or emergency support.

Question 8

How do I get started?

Accepted Answer

Create a free account, tell us a little about what you are looking for, and browse accredited therapists who fit your needs. When you find someone right for you, book an initial consultation and meet them in a secure video session — all from your phone, tablet or laptop.

Question 9

What devices can I use for my sessions?

Accepted Answer

You can connect securely by video or audio from any modern phone, tablet or laptop with a camera, microphone and internet connection. Your care stays consistent and protected whichever device you use.

Question 10

How is my payment information protected?

Accepted Answer

Payments are processed securely by Stripe, a certified global payment provider. Lumina Care never sees or stores your full card details.

Frequently Asked Questions