Lumina Care Therapy | Culturally Aware Online Therapy Platform UK

1. About Lumina / Platform-Only Status

Lumina Care Therapy ('Lumina', 'we', 'us', 'our') operates solely as a technology platform that enables users to access independent mental health professionals and self-guided wellbeing tools. Lumina does not provide therapy, clinical treatment, medical advice, diagnosis, or healthcare services.

2. Independent Therapists / Clinical Responsibility

Therapists available via the Platform are independent contractors acting in their own professional capacity. No therapist is employed by, partnered with, or acts as an agent of Lumina. Clinical responsibility for therapy services rests solely with the treating therapist.

3. Self-Guided Tools + AI Disclaimer

IMPORTANT: Lumi AI and all self-guided resources are informational tools intended to support wellbeing. They do not constitute medical advice, diagnosis, or treatment. You must not rely on AI-generated content as a substitute for professional therapy or medical advice.

4. Clinical Notes / Records Hosting

Therapist clinical notes and therapy records may be stored within the Platform for the purpose of delivering therapy services. Such records are created and controlled by the independent therapist. Lumina provides secure hosting infrastructure and does not determine clinical content or treatment decisions.

5. Access to Notes

Clinical notes and therapy records stored within the Platform are accessible only to the relevant therapist and the relevant patient. Lumina personnel do not access clinical notes unless:

(a) the patient explicitly shares content with Lumina for reporting, dispute resolution, or support; or
(b) access is required for safeguarding, legal compliance, security investigation, or platform integrity, and only to the minimum extent necessary.

6. Not an Emergency Service

The Platform is not an emergency or crisis service. If you are in immediate danger or require urgent support, call 999, contact NHS 111, or attend your nearest Accident & Emergency department.

7. Account Eligibility

You must be aged 18 years or older to use the Platform unless you have verified guardian consent and the Platform explicitly permits access.

8. Bookings, Contract Formation, and Fees

A legally binding contract is formed between you and Lumina when a booking is confirmed and payment is successfully taken (or where a valid discount results in a £0.00 payable amount, when the booking is confirmed). Prices and session details will be shown before confirmation.

9. 14-Day Cooling-Off Rights (UK Distance Selling)

You have the right to cancel this contract within 14 days without giving any reason in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period will expire 14 days after the day on which the contract is concluded.

If you request that services begin during the cancellation period, you expressly consent to the performance of services and acknowledge that once services have been fully performed you will lose your right to cancel.

10. Partial Performance

If you cancel after services have begun but before full performance, you must pay an amount proportionate to what has been supplied up to the time you inform us of cancellation.

11. Session Cancellation Policy

Unless otherwise stated, a minimum of 48 hours' notice is required to cancel or reschedule a session without charge. Late cancellations or failure to attend may result in the full session fee being payable.

12. Therapist Cancellations

If a therapist cancels a session, we will offer you the option to reschedule or receive a refund/credit for the affected session, subject to the Cancellation & Refund Policy.

13. Payments + Stripe

All payments are processed securely via Stripe. Lumina does not store full card details. By making payment, you agree to Stripe's processing terms.

15. Limitation of Liability

To the fullest extent permitted by law, Lumina excludes liability for:

(a) clinical decisions, advice, or outcomes;
(b) acts or omissions of independent therapists;
(c) indirect or consequential loss; and
(d) reliance on AI-generated content.

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.

16. Acceptable Use

You agree not to misuse the Platform, attempt unauthorised access, interfere with service operation, or use the Platform in a way that violates applicable law.

17. Changes to Terms

We may update these Terms from time to time. We will indicate the 'Last updated' date above. Continued use of the Platform after updates constitutes acceptance of the updated Terms.

18. Governing Law

These Terms are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.

Patient Terms & Conditions