• User Account Creation: To use online help, users must log in with a pseudonym and password. Optional age and gender data are stored in encrypted form with the pseudonym and password. Email address provision is also optional. Counselors do not see email addresses; they are used only by the system for automatic notifications when a counselor responds.
  • Web-Based Email and Chat Communication: Communication does not use regular email but occurs through a web-based “virtual consultation center” via the AYGOnet software, meaning no data is stored on counselors' computers. Exchanges are stored encrypted on a dedicated server. Data transmission between your browser and the server is SSL-encrypted (like online banking), making it unreadable by third parties under current technology standards, or only with extreme effort.
  • Data Management: All data remains with us and is never sold or shared with third parties. This applies to personal data as well as to the content of emails and chats.
  • Data Deletion: You can delete your account at any time. Only anonymized statistical data related to your request is retained and cannot be linked to you. You can manage your account yourself or request data deletion by emailing your counselor.
  • Data Handling: All stored data, emails, and chats are treated with strict confidentiality. All SOS Détresse counselors are bound by professional secrecy.
  • Website Visits: Each time our online service is accessed, data is collected for statistical purposes, such as the date, time, duration of your visit, and the pages viewed. This data is used solely to improve our website and is not personal; it cannot identify specific users. No data is shared with third parties.
  • Liability Disclaimer: The technical service provider "Die Medialen GmbH" in Bonn is not responsible for the content of sensitive user data, notes written by counselors for documentation or supervision, or for any disclosures of identity made by users. The provider also assumes no responsibility for issues arising from the use of the service. Users should contact us directly at info@sosdetresse.lu with any concerns.
  • Reach Measurement & Cookies
    This website may use certain cookies, which you can manage via the consent banner.
    Common browsers offer the option to refuse cookies.
    Note: It cannot be guaranteed that you will be able to use all functions of this website without restrictions if you make such settings.
  • Statistics
    We use Matomo to collect aggregated statistical data about how our visitors use the website. This data helps us improve your user experience.
  • Access Data
    As the website operator or page provider, we collect access data based on our legitimate interest and store it as “server log files” on the website server. The following data is logged in this way:

    • Page visited
    • Time of access
    • Amount of data transferred in bytes
    • Source/referrer from which you arrived at the page
    • Browser used
    • Operating system used
    • IP address used
  • Server log files are stored for a maximum of 60 days and then deleted. The data is stored for security reasons, e.g. to clarify cases of abuse. If data must be retained for evidential purposes, it will be excluded from deletion until the incident has been fully resolved.

By accepting the Terms of Use, you also accept the integrated Data Protection Policy. If you do not agree with the Terms of Use or the Data Protection Policy, please do not use our services.