Legal

Terms of Service

These terms describe the current early-access service and the boundaries for future Swiss-market online therapy features. They are designed to keep clinical responsibility with licensed professionals and platform behaviour in the backend systems built for auditability and data protection.

Last updated: 15 June 2026

Version: early-access-draft-2026-06-15

These are early-access terms, not the final counsel-approved production terms. The production legal entity, governing-law wording, consumer cancellation wording, provider schedules, German, French, Italian, and English legal texts, and signed therapist agreement must be completed before live therapy services launch. This early-access legal copy is currently provided in English on every locale route until approved translations are complete.

1. Lucento's role

Lucento provides a platform for discovering Swiss mental-health professionals, joining early access, applying as a therapist, and, once live, managing matching, booking, payment, video-session, and messaging workflows. Lucento is not an emergency service and does not replace emergency medical care.

Therapists are independent professionals. They are not Lucento employees. Clinical assessment, diagnosis where applicable, treatment decisions, patient records, follow-up, and emergency escalation remain the therapist's responsibility.

2. Eligibility and accounts

Lucento is intended for adults in Switzerland or people seeking care from Swiss professionals where legally and clinically appropriate. You must keep account credentials secure and tell us promptly if you suspect unauthorised access. Therapist and administrator accounts require stronger authentication before live sensitive data is enabled.

3. Your commitments

Provide accurate account, booking, payment, and contact information.
Use the platform only for yourself and do not share account or session access.
Do not use Lucento for emergencies, immediate crisis support, or situations where you cannot stay safe until an appointment.
Confirm insurance coverage directly with your insurer before relying on reimbursement.
Treat therapists, staff, and other users respectfully and do not misuse chat, booking, or support channels.

4. Therapist commitments

Maintain all licences, authorisations, professional registrations, insurance, and recognitions shown on the profile.
Remain clinically responsible for assessment, indication, treatment, documentation, follow-up, and emergency escalation.
Use platform-approved booking, video, payment, billing, and messaging workflows for platform-originated care unless Lucento approves another compliant path, without limiting patient choice, emergency care, or continuity of care.
Keep professional secrecy and data-protection duties, including appropriate handling of patient records outside the platform.
Notify Lucento promptly about licence, insurance, recognition, sanction, complaint, or material practice-status changes.

5. Emergencies and suitability

Online therapy is not suitable for emergencies, acute suicidal risk, acute psychosis, severe dissociation, withdrawal emergencies, violence risk, or any situation where immediate help is needed. In Switzerland, call 144 for emergency medical services, 117 for police, 112 for the European emergency number, 143 for emotional support in German, French, or Italian, or 0800 143 000 for English support daily from 18:00 to 23:00; otherwise go to the nearest emergency service.

Therapists decide whether online treatment is clinically appropriate. Lucento may block, pause, or redirect booking flows where a safety workflow indicates that urgent or in-person support is needed.

6. Bookings, payments, and insurance

Booking, rescheduling, cancellation, payment, receipts, and reminders must follow the platform workflow once live. Insurance reimbursement is not guaranteed. Supplementary-insurance reimbursement depends on the user's plan and insurer rules. Basic-insurance reimbursement must not be promised unless all legal, therapist, canton, tariff, medical-order, and insurer requirements are verified.

7. Online sessions

When approved online-session workflows launch, session access must use controlled links and neutral metadata. Recording, transcription, AI summaries, bot participants, and training-on-customer-data features must stay disabled unless a separate workflow, explicit consent, provider review, and legal approval are completed before use.

8. Privacy and security

Lucento treats therapy-related information as sensitive health data. Before live sensitive data is processed, the platform must complete and approve its data-protection impact assessment, provider DPA review, audit logging, retention and deletion process, strong therapist/admin authentication, backup and restore checks, breach-response procedure, and final privacy notice.

9. Prohibited uses

Emergency, crisis, or life-threatening situations.
Uploading or sending unlawful, abusive, discriminatory, misleading, or harmful content.
Attempting to access another person's account, messages, appointments, payment data, or administrative tools.
Circumventing security controls, rate limits, audit logging, or privacy safeguards.
Using platform data to train AI models or create recordings, transcripts, or summaries without a separate approved workflow and explicit consent.

10. Suspension and termination

Lucento may suspend or restrict access where required for security, suspected misuse, legal compliance, expired therapist verification, patient-safety risk, non-payment, or violation of these terms. Suspension must not interfere with patient choice or continuity of care where applicable law or professional duties require an appropriate handoff.

11. Changes

We may update these terms as the platform moves from early access to live services. Material changes affecting live therapy, payments, privacy, or professional obligations require product and legal review before release.

12. Contact

Questions about these terms can be sent to [email protected].