Trust & safety at Lumina Care
Your privacy and safety come first. Here is how we protect your information, vet our therapists, and support you.
Your data
- Encrypted in transit using TLS, with clinical records encrypted at rest.
- Role-based access control, authentication safeguards and audit logging.
- Processed in line with UK GDPR. Registered with the ICO (registration ZC127317).
Your therapist
- Every therapist is an accredited professional registered with a recognised UK body such as BACP, UKCP, HCPC, BPS, NCS and more.
- We verify registration and professional indemnity insurance before a therapist can see clients.
- Therapists remain individually accountable to the ethical and clinical standards of their professional body.
Your safety
- A designated safeguarding lead oversees safeguarding concerns and protocols.
- Our safeguarding approach is informed by the Care Act 2014 and the Mental Capacity Act 2005.
- Lumina Care is not an emergency service. Crisis routes are signposted clearly throughout the platform.
Who we work with
- Trusted sub-processors including Stripe (payments), MongoDB (data), Daily.co (video) and others.
- Each is bound by a written data processing agreement consistent with UK GDPR Article 28.
- We give at least 30 days’ notice of material changes to our sub-processors.
Who can see what
We keep access to your information tightly controlled. Clinical session notes are written by your therapist as part of their professional record and are visible only to them, not to other staff at Lumina Care. You can ask your therapist about your notes, and you have rights of access under UK GDPR.
| Information | You | Your therapist | Lumina Care |
|---|---|---|---|
| Clinical session notes | Not shown in your account | Your treating therapist only | No access |
| Your account details | View & edit | Limited, as needed for care | Limited, for support |
| Your payments | View | No card details | No card details (handled by Stripe) |