1. The service

Lumosouls is an online platform that connects clients with vetted Islamic psychologists, counselors, and life coaches. We operate a controlled matching model: clients submit a request, and our team assigns the most appropriate specialist. Clients do not select their own specialist.

Specialists on the Lumosouls platform are independent freelance contractors, not employees of Lumosouls. Lumosouls acts as a facilitating platform and is not itself a clinical service.

2. Eligibility

You must be 18 years or older to use Lumosouls independently. If you are under 18, a parent or guardian must submit the session request and provide consent on your behalf.

Lumosouls is not an emergency service. If you or someone else is in immediate danger, please contact your local emergency services.

3. Session fees and payment

Session fees are displayed on the booking page and are payable in full at the time of booking. Fees are non-refundable unless Lumosouls cancels the session or is unable to match you within a reasonable time.

All payments are processed securely through our payment provider. By providing payment details, you authorise Lumosouls to charge the applicable session fee.

4. Cancellation and rescheduling

• Cancellation with more than 48 hours notice: Full credit applied to a future session.
• Cancellation within 48 hours: Session fee is forfeited unless the cancellation is due to documented emergency.
• No-show: Session fee is forfeited.
• Specialist cancellation by Lumosouls: Full refund or credit at client’s choice.

To cancel or reschedule, contact us at support@lumosouls.com as early as possible.

5. Platform use and conduct

You agree to use Lumosouls for lawful purposes only. You must not attempt to contact your assigned specialist outside of the Lumosouls platform, obtain specialist contact details through any means, share session content without consent, or misrepresent yourself in the intake form.

Sessions must be conducted through the Lumosouls Zoom account. Recording sessions is prohibited.

6. Not a substitute for emergency care

Lumosouls is a professional support service, not a crisis or emergency service. If you are experiencing a mental health crisis, suicidal thoughts, or are at immediate risk, please contact a local crisis line or emergency services.

7. Limitation of liability

Lumosouls provides a facilitation and matching service. The therapeutic or coaching relationship is between you and your assigned specialist. Lumosouls does not accept liability for the content or outcome of individual sessions, except where caused by our own negligence in the matching or facilitation process.

8. Changes to these terms

We may update these terms at any time. Continued use of the platform after changes constitutes acceptance of the updated terms.

9. Governing law

These terms are governed by the laws of the jurisdiction in which Lumosouls is registered. Any disputes will be subject to the exclusive jurisdiction of the courts of that jurisdiction.

10. Contact

For any questions about these terms: support@lumosouls.com