Telehealth Consent

Technology Requirements

To participate in telehealth sessions you will need:

• A stable broadband or mobile internet connection
• A device with a functioning camera and microphone (computer, tablet, or smartphone)
• A private, quiet location where you cannot be overheard
• A modern web browser (Chrome, Safari, Firefox, or Edge — latest versions recommended)

Recording Prohibition

Sessions must not be recorded by either party without the express prior written consent of the other. Unauthorised recording of therapy sessions may constitute a breach of these Terms, a breach of your therapist's professional obligations, and potentially a criminal offence under the Computer Misuse Act 1990. If you are in England and Wales, recording another person without consent may also give rise to civil liability.

AI Note Assist — Live Transcription Feature

Some therapists on the Platform use an optional feature called AI Note Assist. If your therapist activates this feature during a session, you will be asked to give your consent before it begins. You have the right to decline without affecting your care in any way.

If you consent, AI Note Assist works as follows:

• Your voice and your therapist's voice are transcribed in real time using Deepgram, a US-based speech-to-text service
• The audio stream is sent to Deepgram over an encrypted connection (TLS) and processed ephemerally — no audio is stored by Deepgram or by Lumina
• The transcript is held temporarily in memory only for the duration of the session and is cleared when the session ends
• At the end of the session, your therapist may use an AI-generated draft summary (produced via OpenAI's GPT-4o) to assist with their clinical note-taking. This summary is a tool for the therapist — it does not form part of your clinical record unless your therapist reviews and saves it
• The AI does not diagnose, assess, or make clinical decisions. All clinical judgement remains with your therapist
• The transcript itself is never saved to the database. Only the therapist's final reviewed and confirmed clinical note is stored
• AI-assisted risk flags may appear in the draft summary to prompt your therapist's attention — these are suggestions only and are always subject to therapist review

You may withdraw consent to AI Note Assist at any time during a session by telling your therapist. The transcription will stop immediately. Withdrawal of consent does not affect any clinical notes already confirmed by your therapist before withdrawal.

For full details of how Deepgram processes data, see our Sub-processor List and our Privacy Policy.

Crisis Protocol During Sessions

If you experience a mental health crisis or emergency during a telehealth session, you should:

• Call 999 immediately if you or anyone else is in immediate physical danger
• Tell your therapist you are in crisis — they are professionally trained to respond and can guide you to appropriate emergency support
• If you lose connection with your therapist, contact emergency services directly at 999 or NHS 111

Your therapist has obligations under their professional body's safeguarding and duty of care standards and may, in serious cases, contact emergency services on your behalf. Please ensure your therapist has access to a local emergency contact and your general location before sessions begin.

Lumina Care Therapy is not an emergency service and the Platform cannot be used to summon emergency help. Always call 999 in an emergency.

Technical Difficulties During Sessions

If technical difficulties occur during a session (such as loss of video or audio connection), your therapist will attempt to reconnect via the Platform. If reconnection is not possible within a reasonable time, your therapist may contact you by telephone to complete or reschedule the session. If a session cannot continue due to a technical failure attributable to the Platform, we will offer you a rescheduled session at no additional charge within 5 business days. If we are unable to offer a reschedule within that time, or if a reschedule would cause you significant inconvenience, you are entitled to a full refund processed within 5 business days via your original payment method. Please contact us at info@luminacaretherapy.co.uk.

Limitations of Telehealth

Telehealth is not appropriate for all individuals or all types of therapy. In particular, telehealth may not be suitable if you are in acute crisis, require physical clinical assessment, or have a presentation where your therapist believes in-person care is clinically indicated. Your therapist will discuss whether telehealth is the right option for your needs. You retain the right to request a referral to in-person or NHS services at any time.

Geographic Scope

Telehealth sessions via the Lumina Care Therapy Platform are intended for users physically located in the United Kingdom at the time of the session. If you access sessions from outside the UK, different legal and regulatory frameworks may apply, and your therapist's professional liability coverage may not extend to international sessions. Please discuss this with your therapist before attending sessions from abroad.

Your Right to Withdraw Consent

You may withdraw your consent to telehealth delivery at any time by notifying your therapist or by contacting us at info@luminacaretherapy.co.uk. Withdrawal of consent will not affect the lawfulness of any telehealth sessions already completed. If you withdraw consent, any future sessions with your therapist will need to be arranged by alternative means — your therapist will discuss available options with you. Withdrawal of telehealth consent does not automatically terminate your therapy relationship or your Lumina platform account.