Terms of Use

  1. The SOS OnlineHelp service consists of support via delayed messaging, SOS Mail, and a live chat service, SOS Chat. The service is free and intended for adults residing in the Grand Duchy and/or the Greater Region. Providing personal data and an email address upon registration is optional. This information is not shared with third parties. To remain anonymous, please choose a fictional username (pseudonym) and password when registering. You will need this information to access our responses to your questions.
  2. The counselors are bound by professional confidentiality. All communications and requests are handled in strict confidence. However, we reserve the right to report email exchanges or chat transcripts in an anonymized form for supervision purposes, as discussing cases within the team is important and necessary for mutual advice and improving our work.
  3. The first email contact is processed within three working days, after which the counselor will define the response timeframe. We are not a crisis management service and do not operate on Saturdays, Sundays, or public holidays.
  4. Live chat support is available during the chat’s opening hours. Initially, you enter a “lobby,” a virtual waiting room, and a counselor will invite you to begin the session in a dedicated “chat room” when available. In times of high demand, it is possible that not all users can be assisted.
  5. Our counselors respond in a qualified, competent, and free manner. SOS Détresse ensures the proper qualifications of the advisors. Regular supervision and training maintain the quality of our service.
  6. Online help cannot replace therapy. We can help you identify steps toward resolving an issue and work with you to manage the problem. As an online support provider, we do not take responsibility for actions taken by individuals following our advice. For important legal, medical, psychological, or financial matters, you should consult appropriate professionals.
  7. In the event of a suicide threat by a user, our counselors are not liable for the consequences of the consultation. The use of our online advice service is not covered by Articles 410-1 and 410-2 of the Luxembourg Criminal Code. Due to the delayed nature of communication, it is impossible for our online counselors to manage or prevent suicidal acts. Our nonprofit association members cannot be prosecuted in Luxembourg for failure to assist a person in danger. Therefore, online help is not a crisis intervention service for serious emergencies. If you are in a crisis, contact our phone service at 454545 (available daily from 11:00 to 23:00, and Fridays and Saturdays from 23:00 to 03:00), or contact the emergency services of the nearest hospital.