Acceptable Use Policy

2. Patient Conduct

As a patient using the Platform, you must not:

• Provide false information during registration, the matching questionnaire, or at any point when using the Platform
• Attempt to access the account or personal data of any other user
• Use the Platform to harass, threaten, or intimidate any therapist or other user
• Book sessions with no genuine intention to attend
• Record any therapy session without the prior express consent of your therapist
• Share session content in a way that violates your therapist's privacy or professional confidentiality obligations
• Attempt to contact a therapist outside the Platform to circumvent our processes

3. Therapist Conduct

As a therapist using the Platform, you must not:

• Provide false or misleading information about your qualifications, accreditation, insurance, or experience
• Conduct sessions outside your competency or professional scope of practice
• Record any therapy session without the prior express consent of your patient
• Contact patients outside the Platform in an unsolicited manner
• Solicit patients to move their therapy off-platform in breach of your Contractor Agreement
• Allow any other person to access or use your Lumina account
• Upload content to your profile that is inaccurate, misleading, or in breach of your professional body's advertising standards

4. Prohibited Use of Lumi AI

When using the Lumi AI feature, you must not:

• Attempt to manipulate Lumi into providing clinical diagnoses, prescriptions, or specific medical treatment recommendations
• Use Lumi as a substitute for emergency services or crisis support — always call 999 in an emergency
• Attempt to probe, reverse engineer, or exploit Lumi's AI systems
• Input false information in an attempt to manipulate matching recommendations
• Use Lumi in a way that could harm your own or another person's mental health

5. Platform Security and Integrity

You must not:

• Attempt to gain unauthorised access to any part of the Platform, its servers, databases, or networks
• Introduce viruses, malware, trojans, worms, or any other malicious or technologically harmful material
• Conduct denial-of-service attacks or distribute spam via the Platform
• Scrape, harvest, or systematically extract data from the Platform
• Circumvent, disable, or interfere with any security or access control feature of the Platform
• Use automated bots, scripts, or crawlers to access or interact with the Platform without our prior written consent
• Attempt to probe or test the Platform's vulnerability without our prior written consent (for authorised security research, please contact us)

6. Prohibited Content

You must not upload, post, or transmit any content via the Platform that:

• Is unlawful, harmful, threatening, abusive, harassing, defamatory, or invasive of privacy
• Constitutes hate speech or discrimination on grounds of race, religion, gender, sexual orientation, disability, age, or any other characteristic
• Promotes or facilitates self-harm, eating disorders, suicide, or violence
• Infringes any intellectual property right
• Contains unsolicited commercial communications (spam)
• Impersonates any person or organisation, including Lumina staff, therapists, or other users

7. Consequences of Breach

Breach of this AUP may result in, at Lumina's discretion:

• Immediate suspension or termination of your account without notice or refund
• Removal of any offending content
• Referral to a therapist's professional regulatory body (for therapist breaches)
• Reporting to law enforcement or other regulatory authorities where required by law or where there is a risk of harm
• Legal action to recover loss or damage caused by the breach

We will consider the circumstances of each breach before taking action and will exercise our discretion fairly and proportionately.

8. Reporting a Breach

If you become aware of any content or conduct on the Platform that you believe violates this AUP, please report it to us at info@luminacaretherapy.co.uk or via the in-platform reporting feature. All reports are treated confidentially.

9. Governing Law

This AUP is governed by the laws of England and Wales. Any dispute arising under or in connection with this AUP shall be subject to the exclusive jurisdiction of the courts of England and Wales.