Safety first. Always.
Safety is at the heart of everything we do, so young people can explore, learn, and find help with confidence. Soluna is built on more than 25 years of experience supporting young people's mental health through safe, evidence-based digital services, independently accredited and shaped by one guiding priority: the wellbeing of every young person we serve.
How Soluna Protects Young People
Here's how we protect young people — and what that means for the families, educators, and communities who trust us.
Confidentiality
Soluna only asks for the information needed to provide safe, appropriate support. For guest access, young people provide their date of birth and location or provider to confirm eligibility. A full account is needed to access one-to-one support and features involving moderation, which requires some additional information, including an email address, gender and ethnicity. Young people remain anonymous to one another on the platform.
Safety & Quality Standards
Soluna by Kooth is built around established UK clinical, safeguarding and information standards. Soluna is accredited by the British Association for Counselling and Psychotherapy, and all therapeutic content carries the Patient Information Forum (PIF) TICK quality mark, demonstrating that it meets independently assessed standards for trustworthy health information.Our processes align with the Ofcom regulations set out as part of the Online Safety Act to guarantee content on our platform is age-appropriate and that children and young people remain safe.
Messaging & Moderation
Every piece of content is reviewed before it's seen. There's no direct messaging between users on the platform, and anything visible to peers in community spaces is reviewed for age-appropriateness, adherence to community standards, and potential safety concerns before it appears.
Data & Privacy
Personal data is handled in line with UK GDPR and UK data protection law. Soluna is compliant with Medicines and Healthcare products Regulatory Agency (MHRA) regulations as it does not meet the qualification of 'Software as a Medical Device'. As we introduce new features and functionality, we will follow MHRA guidance to ensure that they are appropriately assessed and where necessary, are certified by the regulator, to ensure continued compliance.
How Soluna Handles Risk
Every submission is reviewed for safety, every time. When a young person shares something that signals risk, our trained coaches engage them directly, assess the situation with clinical oversight as appropriate, and take action based on the level of concern.
We use a structured risk framework with four levels:
- No Risk- No risk is present.
- Below Threshold Risk - Risk is present but not immediately dangerous. We provide resources, encourage connection to local supports, and continue engagement.
- Above Threshold Risk- When safety concerns arise, we work to gather the information needed to support the young person, develop safety plans, involve trusted supports when appropriate, and fulfill legal reporting requirements.
- Imminent Risk- A threat to self or others is happening or about to happen. We take immediate action to support safety, connect the young person to emergency services if needed, and fulfill all required reporting obligations
If a threat to self or others is happening or about to happen, we take immediate action to support safety, connect the young person to emergency services if needed, and fulfill all required reporting obligations.
At every level, our goal is to de-escalate, support, and connect — not to disengage.
Our safety practices are reviewed daily by our clinical safeguarding team, and are externally accredited.
Built for your peace of mind
We pride ourselves on a dedicated, human-led approach. Unlike social media, safety is built into our technology and our clinical culture, giving professionals, parents, and young people complete peace of mind. We also team up with young people to co-create content and design new features — building Soluna together makes the service more relevant, engaging, and safe for the people who use it.
For more on how our clinical model is built with young people, see Approach.
Frequently asked questions
Every conversation on Soluna is with a real, trained human — never a bot. Professional support is delivered by certified practitioners, with clinical oversight from licensed clinical professionals who supervise risk situations and ensure quality of care. Technology supports our work behind the scenes, but it's never who a young person is talking to.
Soluna is a confidential space by design. What a young person shares with their practitioner isn't routinely reported back to parents, schools, or other adults in their life. That privacy is intentional — it's what allows young people to speak honestly and seek help early.
If there's a safety concern, a disclosure or suspicion of abuse or neglect, or another situation where disclosure is required by law, our clinical team follows established safeguarding protocols, which may include safety planning, mandated reporting, or coordinating emergency services when necessary.
All Soluna practitioners are trained on mandated reporting requirements. When abuse, neglect, or exploritation is disclosed or suspected, practitioners follow reporting laws and safeguarding procedures,backed by clinical and training teams who maintain up-to-date guidelines.
