Frequently Asked Questions

Our controlled matching model exists for two reasons: your protection and the therapist’s protection.

When you are already struggling emotionally, scrolling through profiles and making a clinical decision about who might help you is an unfair burden. You do not know what specialist is right for your specific concern, language, background, and schedule. Our team does – because we review every intake form personally and match based on all of these factors combined.

It also protects our specialists. If their profiles were publicly listed, clients could contact them directly, bypass the platform, and undermine the safety structures we have put in place for everyone. Our therapists trust us to manage client relationships, and that trust allows us to attract the best specialists to our roster.

The result is consistently better first-session fit – and a safer experience for everyone.

Most clients are matched and receive their session booking within 24 to 48 hours of submitting their intake form.

If you have indicated high urgency in your form, we prioritise your request accordingly and aim to match you within 24 hours. Matching time depends on specialist availability and the specificity of your requirements – for example, if you need a particular language or a very specific specialisation, it may take slightly longer to find the most suitable person.

You will receive an email confirmation the moment you are matched, with your session details and secure Zoom link.

After your first session, you can book again at any time by submitting a new intake request through our website. You can request continuation with the same specialist, or ask to be matched with someone different – both options are completely fine.

There is no subscription or automatic recurring billing. Each session is booked individually, which gives you full control over the pace and frequency of your support. Some clients come once and feel they have what they need. Others return weekly or fortnightly for extended periods. Both are valid.

If you experienced any issue with your first session – whether about fit, style, or anything else – please let us know via the contact form and we will arrange a re-match at no additional charge.

This matters to us. If your first session did not feel right – for any reason – please contact us and we will arrange a re-match. You do not need to explain in detail if you are uncomfortable doing so. Simply telling us the match was not suitable is enough.

We want every Lumosouls experience to result in a meaningful therapeutic relationship. Re-matching due to poor fit is not a failure of the process – it is the process working as it should.

Yes. During your intake form, you can specify the service type (Islamic psychology and counselling, life coaching, or couples and family therapy), your preferred session language, your timezone and scheduling preferences, and any other relevant context in the notes field.

The more detail you provide, the better we can match you. If you have specific requirements – for example, a female therapist, a specialist with experience in trauma, or someone who works with a particular madhab framework – please include this in your notes. We will do our best to accommodate.

All standard sessions are 50 minutes. This is the internationally recognised standard session length in psychological practice – it allows sufficient time for meaningful therapeutic work while maintaining professional boundaries and preventing burnout for both the client and specialist. If you have specific needs that may require a different format, please mention this in your intake notes and we will discuss options with you.

All sessions are conducted via Lumosouls’ own Zoom account. You will receive a private, unique Zoom link by email before your session. This link is for your session only and is not shared.

Sessions are never conducted via a specialist’s personal video link, WhatsApp, phone, or any other platform. This ensures all sessions are traceable, accountable, and conducted within our professional framework.

You do not need a Zoom account to join – you can join from a browser on any device. We recommend joining from a private, quiet space with a stable internet connection.

No. Sessions are never recorded by Lumosouls or by the specialist. Recording a session without the explicit written consent of all parties would be a breach of professional ethics and, in many jurisdictions, illegal. You may not record sessions either. The safety of the therapeutic space depends on both parties knowing the conversation is completely private.

Sessions are currently available in English, Arabic, Malay, and Urdu. We are actively expanding our roster to include specialists in additional languages including French, Turkish, and Somali.

Please specify your language preference in your intake form. If your preferred language is not yet available, we will let you know your options – including estimated waiting time for a specialist in your language to become available.

Lumosouls is faith-centered and all our specialists are grounded in Islamic values. The majority of our clients are Muslim. However, we welcome anyone who is seeking support from a compassionate, values-based, spiritually-informed practice – regardless of their religion or background.

What we are not is a secular platform that happens to have some Muslim therapists. If you are looking for a practice that integrates spiritual and psychological wellbeing, you are welcome here.

Your intake information is seen by two parties only: the Lumosouls administrative team who review requests and coordinate matching, and the specific specialist assigned to your session.

It is never shared with other clients, never sold to third parties, and never used for marketing without your explicit consent. Our full data handling practices are set out in our Privacy Policy.

Your therapist’s full name and personal contact details are similarly protected – they are never shared with clients, and all communication is routed through Lumosouls.

Yes. All session content is confidential and bound by the professional ethics of your assigned specialist. Sessions are not recorded, and the content of your sessions is not shared with Lumosouls staff or any third party.

The only exceptions to confidentiality – which apply across all professional psychological practice globally – are where disclosure is required by law. These include situations where there is a serious and imminent risk of harm to yourself or others, or where a legal obligation to report exists (such as child safeguarding).

Your specialist will explain these limits at the start of your first session, as is standard professional practice.

No. Sessions are conducted via a private Zoom link from wherever you choose – your home, your car, your office. There is no physical premises to visit, no waiting room to sit in, and no one who could see you attending.

We understand that stigma around mental health support remains significant in many Muslim communities. Online-only delivery is one of the core reasons Lumosouls was built this way. Your privacy is structural, not just promised.

Session fees are displayed on the booking page at the time of booking. Pricing reflects the type of service (counselling, coaching, or couples therapy) and may vary based on specialist level and availability.

There are no hidden fees, no subscription charges, and no automatic renewals. You pay per session, booked individually, with complete control over frequency and spending.

We accept all major credit and debit cards through our secure payment gateway. Card details are processed securely and are never stored on Lumosouls’ servers. For any payment-related queries, contact us at support@lumosouls.com.

• More than 48 hours notice: Full credit applied to a future session.
• Within 48 hours: Session fee is forfeited, unless due to a documented emergency.
• No-show: Session fee is forfeited.
• Lumosouls cancels: Full refund or credit at your choice, no questions asked.

To cancel or reschedule, email support@lumosouls.com as early as possible.

Yes. All specialists on the Lumosouls platform hold a recognised degree in psychology, counselling, social work, or a related clinical field. They are professionally registered with a licensing body in their country of practice and carry professional indemnity insurance.

In addition to their professional qualifications, every specialist is assessed for Islamic values alignment, cultural competence across Muslim communities, and understanding of the intersection between psychology and Islamic spirituality. Both elements are mandatory – not optional extras.

Psychologists and counsellors are clinically trained to assess and treat mental health conditions including anxiety disorders, depression, OCD, trauma, grief, and relationship difficulties. They use evidence-based therapeutic modalities and are bound by clinical ethics codes.

Life coaches are not clinicians and do not treat mental health conditions. They work with people who are emotionally well but seeking clarity, direction, purpose, or accountability in aligning their life with their values. Islamic life coaching integrates Islamic principles of purpose, intention, and personal responsibility.

If you are unsure which type of support is right for you, select “I am not sure – please advise” in your intake form and our team will guide you.

Yes. Please specify your preference in the notes field of your intake form. We understand that for many Muslim clients, the gender of their therapist is not a preference but a religious or cultural requirement. We will do our best to accommodate this, though availability may affect the matching timeline.