Patient portal terms

1 About the Portal

These Patient Portal Terms ("Terms") apply when you use the Lumina patient portal at portal.luminadental.co.uk (the "Portal"). The Portal is provided by Lumina Dental Limited ("Lumina", "we", "us", or "our"), a company registered in England and Wales under company number 16067035.

The Portal is a secure place to see and manage your dental care with a practice that uses Lumina. Depending on what your practice has enabled, you can use the Portal to:

• See your upcoming appointments and your visit history, request a new appointment or a change to an existing one, and respond to alternative times your practice offers
• Read your treatment reports and, where your practice uses it, your Lumina Grade, including summaries of what happened, X-rays and photos, gum health scores, and recommended treatments
• View your prescriptions and their details
• See what you owe and your payment history, and pay online by card
• Complete and update your medical history, sign it, and attach supporting documents
• Read and sign treatment consent forms
• Leave private feedback about a visit
• Manage your profile and notifications, and (where offered) share photos of your smile with your practice

By creating an account or using the Portal, you agree to these Terms. If you do not agree, please do not use the Portal. You can still receive care from your practice in the usual way.

2 Not for Emergencies

The Portal is not for emergencies and must never be relied on to get urgent help. Messages, booking requests, feedback and other actions in the Portal are not monitored in real time, and there is no guarantee anyone will see them quickly.

If you have a medical or dental emergency, or you are worried about your health, get help straight away:

• For a life-threatening emergency, call 999
• For urgent medical advice when it is not life-threatening, call NHS 111 (or visit 111.nhs.uk )
• For an urgent dental problem, contact your dental practice directly by phone

3 Who We Are

Lumina builds and runs the software behind the Portal. Your care and your records belong to your dental practice, and Lumina provides the practice with the technology to deliver it.

Your dental practice is the data controller of your information under the UK General Data Protection Regulation (UK GDPR), which means the practice decides how and why it is used. Lumina is the practice's data processor: we process your information only on the practice's behalf, and on their instructions, to provide the Portal. This applies to everything you see and do in the Portal, including your appointments, treatment reports, prescriptions, medical history, consents, charges and payments, and also the secure account we run for you and the technical information described in Section 7. We process it for your practice under our Data Processing Agreement with them.

In short: contact your practice about your care, your records, and how your information is used, and contact Lumina about your account and how the Portal works. Our Privacy Policy explains how Lumina handles personal data more generally.

4 Your Account and Security

You sign in to the Portal with one secure Lumina account. Your account is linked to the records your practice already holds for you, so please keep your sign-in details private and do not share them with anyone.

• Keep your contact details up to date so appointment reminders, notifications and other messages reach you. You can update your details from your profile.
• You are responsible for activity that takes place under your account. Tell your practice, and contact us at security@luminadental.co.uk , as soon as possible if you think someone else has accessed your account or that it is being used without your permission.
• The Portal is intended for use by the patient (or, where the practice has set this up, by a parent or guardian acting for a patient in their care). It is not intended for children to set up on their own.
• We protect your account with security measures including encrypted connections and secure sign-in. You can read more on our Security page .

5 Acceptable Use

The Portal is for managing your own dental care with your practice. When you use it, please:

• Provide accurate information, especially in your medical history, which your practice relies on to treat you safely
• Use the Portal only for lawful purposes and only for your own account (or an account you are properly authorised to manage)
• Do not attempt to access another person's records, interfere with the Portal's security or normal operation, upload anything harmful, or try to gain access to systems or data you are not entitled to
• Do not upload content that is unlawful, offensive, or that infringes someone else's rights

If the Portal is misused, we or your practice may suspend or remove access. This does not affect your right to receive care from your practice.

6 Your Dental Practice and Your Care

Your dentist and your dental practice are responsible for your clinical care and for the accuracy and management of your clinical records. Lumina provides the software; we do not provide dental advice, diagnosis or treatment, and nothing in the Portal is a substitute for the professional judgement of your clinician.

• What you see reflects your practice's records. Reports, prescriptions, recommended treatments, costs, appointments and balances are created and maintained by your practice. If anything looks wrong or out of date, or you have questions about your treatment, please speak to your practice.
• Requests are not confirmations. Requesting an appointment, a change or a cancellation through the Portal sends a request to your practice, and it is not confirmed until your practice accepts it.
• Consents and medical history go to your practice. When you sign a consent form or submit your medical history, that information becomes part of the records your practice holds and relies on for your care.
• Features vary by practice. Some features described in these Terms may not be available to you, because each practice chooses what to switch on.

7 Your Information and Privacy

Using the Portal involves handling personal data about you. Your dental practice is the controller of that information, and Lumina processes it on the practice's behalf. This section summarises what is involved; full detail is in our Privacy Policy , our Data Processing Agreement with practices, and our Sub-processors page.

7.1 Information handled through the Portal

7.2 Lawful bases

As the controller, your dental practice is responsible for the lawful basis for using your information. For health and care this is typically the provision of health care under Article 9(2)(h) UK GDPR (read with the Data Protection Act 2018), together with an Article 6 basis such as Article 6(1)(e) or (f). It is not based on your consent to Lumina.

Lumina processes your information only on your practice's instructions, to run the Portal and keep it secure, and does not use it for its own purposes. You do not need to accept advertising or analytics cookies to use the Portal. Because the lawful basis sits with your practice, your records stay available to your practice for your care even if you stop using the Portal.

7.3 Your rights and who to ask

You have rights over your personal data, including to ask for access to it or to have it corrected. Because your dental practice is the controller of your information, please contact your practice to exercise your rights. Lumina, as processor, will support your practice in responding.

If you have a question about the Portal itself or your account, you can also contact Lumina at privacy@luminadental.co.uk . You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk .

Lumina does not sell your personal data and does not use your information for its own purposes. Cookies and similar technologies are covered in our Cookie Policy .

8 Availability of the Portal

We work hard to keep the Portal available and secure, but we cannot promise it will always be available or uninterrupted. From time to time it may be unavailable for maintenance, updates, or reasons outside our control.

Because of this, do not rely on the Portal to reach your practice when something is urgent or time-sensitive. If you cannot use the Portal, or you need an answer quickly, contact your dental practice directly. See Section 2 for what to do in an emergency.

9 Changes to These Terms

We may update these Terms from time to time to reflect changes to the Portal, our practices, or the law. When we make changes, we will post the updated Terms on this page with a revised date. Where the changes are significant, we will take reasonable steps to let you know, for example through the Portal.

If you continue to use the Portal after an update takes effect, that update applies to your use of it.

10 Ending Your Use of the Portal

You can stop using the Portal at any time. If you would like your Portal access closed, contact your dental practice or email us at privacy@luminadental.co.uk .

Closing your Portal access does not delete your clinical records. Your practice remains the controller of your records and keeps them for as long as it is required to under professional and legal record-keeping obligations. We, or your practice, may also suspend or end your access if these Terms are misused (see Section 5), or if your practice stops using Lumina.

11 Our Responsibility to You

The Portal is a way to view and manage information that comes from your practice, and to communicate with your practice. It is not a source of dental advice and is not a substitute for contacting your practice or emergency services.

We provide the Portal with reasonable care and skill. To the extent the law allows, we are not responsible for loss or damage that we could not reasonably have foreseen, or that is caused by matters outside our reasonable control (such as your internet connection or device), or that results from the Portal being used for something it is not intended for.

Nothing in these Terms limits or excludes our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and any other liability that cannot be limited or excluded under applicable law. Clinical care and clinical records remain the responsibility of your dental practice.

You are using the Portal as a consumer, and nothing in these Terms affects your statutory rights.

12 Governing Law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales will have jurisdiction over any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

These Terms do not affect your statutory rights as a consumer, which remain unaffected.

13 Contact

For anything about your dental care, your appointments, or your clinical records, please contact your dental practice directly, as they are the controller of that information.

For questions about the Portal itself, your Portal account, or how it handles your information, contact us: