Terms of Service

The use of the SOS Détresse Online counselling is free of charge and completely anonymous. Personal data as well as e-mail address are optional!

This data will only be used to contact you. To guarantee anonymity you must register by using a fictional username (nickname) and a password. Only this way you can access our answer to your question. Please keep your password and your nickname in a safe place and make sure no third party has access to them.

Counsellors are under confidentiality. All incoming messages and questions are absolutely confidential.

Nevertheless, we reserve the right to incorporate excerpts of a mail in an anonymised form in our supervision, as it is important and necessary for the team members to keep each other informed and to provide one another with advice.

First questions will usually be answered within 3 workdays.

We do not act as a crisis centre and we do not work Saturdays, Sundays and during holidays.

Our counsellors will respond to your inquiries in a qualified and competent way, free of charge.

The appropriate qualification of the counsellors is ensured by SOS Détresse. Regular supervision and trainings ensure the quality of our offer.
Counselling by mail can not replace therapy.

We can provide you with important aspects for solving a problematic situation and we can develop together further course of action on how to deal with the problem.

As Online counselling, we do not accept any liability for the actions of the person seeking advice. For major legal, medical, mental, economic questions and other aggravating situations we recommend to consult further advisory services as well. Should you disagree with the respective counselling or should technical problems affect the consultation, please let your counsellor know or send an e-mail to: onlinehelp@sosdetresse.lu

If a person seeking advice considers suicide, our counsellors will not be held responsible for further actions pertaining to the consultation. The use of our online counselling does not fall within the scope of Articles 410-1 and 410-2 of the Luxembourgish Penal Code. Owing to the anonymity of the requests and the time-delayed response, it is impossible for our counsellors to handle a suicidal threat or to prevent suicidal actions. That is why members of our non-profit association can on no account be sued for non-assistance to a person in danger in accordance with the law in Luxembourg.

Thus online counselling cannot act as a crisis centre for acute emergencies!

In the event of a crisis or emergency situation, please call us on 454545 (open daily from 11:00 to 23:00, and Friday and Saturday from 23:00 to 3:00) or if need be, dial 112 or the Hospital Emergency Department closest to you.
See further addresses and phone numbers for acute emergencies on the following page for networking initiative concerning suicide prevention: http://www.prevention-suicide.lu

If you do not agree to the Terms of Service, then please do not take advantage of our service.