At Plumm, we believe clarity matters.
Plumm is a workplace technology platform that helps organisations manage people operations and wellbeing in one place. Depending on the services purchased or enabled by an employer, partner, or organisation, Plumm may include HRIS, payroll, hiring, learning, performance, attendance, AI, wellbeing, therapy, coaching, managed wellbeing, clinical programmes, resources, reporting, and related workplace support tools.
This Clarity Statement explains Plumm’s role, the limits of our services, and what users, employers, partners, providers, and procurement/legal teams should understand when Plumm is used for mental wellbeing, therapy, coaching, managed wellbeing, clinical programmes, Emma AI, Plumm AI, and wellbeing insights.
This statement is here to help explain Plumm’s role clearly. For the full legal terms that apply to your use of Plumm, please refer to the relevant Plumm terms, Privacy Policy, and any written agreement connected to your access.
If there is any conflict between this Clarity Statement and a signed written agreement between Plumm and a partner or customer, the signed written agreement will take priority to the extent of that conflict.
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What Plumm Is
Plumm is a technology platform and workplace services provider.
Plumm provides software, tools, integrations, content, workflows, and access routes that may help organisations and their people manage HR, payroll, hiring, learning, performance, attendance, wellbeing, AI-enabled support, and related workplace operations.
In relation to mental wellbeing, Plumm may help eligible users access:
- therapy;
- coaching;
- wellbeing resources;
- mental wellbeing tools;
- Emma AI, Plumm’s mental wellbeing AI;
- managed wellbeing programmes;
- clinician-led or expert-led programmes;
- mental health training;
- courses, events, meditations, soundscapes, articles, and other wellbeing content;
- wellbeing reporting and insights made available to employers or partners in an aggregated form.
Plumm’s role may include providing, operating, administering, coordinating, facilitating, introducing, arranging, managing, or supporting access to these services through the Platform.
However, Plumm is not a hospital, GP surgery, emergency service, psychiatric service, crisis response service, or regulated healthcare provider.
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What This Clarity Statement Covers
This statement focuses mainly on Plumm’s wellbeing-related services and AI boundaries.
It explains:
- what Plumm does;
- what Plumm does not do;
- how therapy and coaching should be understood;
- how managed wellbeing and clinical programmes should be understood;
- how Emma AI should be used;
- how Plumm AI differs from Emma AI;
- what employers can and cannot see;
- how aggregated wellbeing reporting works;
- the limits of confidentiality;
- when emergency or specialist support should be used instead of Plumm.
This statement is designed for employees, individual users, employers, partners, procurement teams, legal teams, providers, and anyone else trying to understand Plumm’s role clearly.
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Plumm Is Not A Crisis Service
Plumm is not an emergency service, crisis response service, suicide prevention service, safeguarding authority, urgent care provider, or 24/7 clinical monitoring service.
You must not use Plumm, Emma AI, Plumm AI, therapy, coaching, managed wellbeing, clinical programmes, wellbeing resources, or any part of the Platform if you or someone else is in immediate danger.
If you are in the UK and:
- you or someone else is in immediate danger, call 999 or go to A&E;
- you need urgent mental health help but it is not an immediate emergency, use NHS 111 and select the mental health option;
- you need to speak to someone now, you can contact Samaritans free on 116 123.
If you are outside the UK, contact your local emergency number, crisis line, hospital, or emergency medical service.
Plumm, Emma AI, Plumm AI, independent providers, therapists, coaches, trainers, wellbeing practitioners, and programme facilitators cannot guarantee immediate response, monitoring, rescue, intervention, escalation, or emergency support.
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Plumm Is Not A Replacement For Medical Care
Plumm’s wellbeing services may support general mental wellbeing, emotional support, personal development, resilience, learning, self-reflection, and access to independent providers.
They are not a replacement for:
- a GP;
- a psychiatrist;
- a psychologist;
- a qualified medical specialist;
- an occupational health assessment;
- emergency services;
- prescribed medication;
- clinical diagnosis;
- crisis intervention;
- safeguarding intervention;
- urgent medical treatment;
- a care plan recommended by a qualified healthcare professional.
You should not delay, avoid, or ignore medical advice, emergency support, specialist support, safeguarding support, or treatment because of anything you access through Plumm.
If you have a medical condition, mental health condition, diagnosis-related concern, medication-related question, self-harm concern, safeguarding concern, or urgent safety concern, you should contact an appropriately qualified professional or emergency service.
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Therapy And Coaching Through Plumm
Where therapy or coaching is available through Plumm, Plumm facilitates access to independent providers.
Therapy and coaching may help users explore emotional wellbeing, workplace stress, personal development, confidence, relationships, communication, resilience, coping strategies, goals, behaviour patterns, and other wellbeing-related topics.
Therapy and coaching are not the same as emergency support, psychiatric treatment, occupational health assessment, medical diagnosis, legal advice, HR advice, financial advice, or crisis management.
A therapist, counsellor, coach, practitioner, or provider may ask questions, offer reflections, suggest areas to consider, or help you explore options. This does not mean they are making decisions for you.
You remain responsible for your own choices, actions, decisions, relationships, employment decisions, medical decisions, legal decisions, financial decisions, and personal safety decisions.
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Managed Wellbeing And Clinical Programmes
Plumm may provide or coordinate managed wellbeing programmes, clinical programmes, clinician-led sessions, expert-led training, mental health awareness training, wellbeing campaigns, learning pathways, and related services for employers, partners, and their people.
These services may include programme design, content delivery, provider coordination, employee engagement, reporting, insights, training, workshops, resources, and administrative support.
Unless expressly agreed in writing, managed wellbeing and clinical programmes do not make Plumm:
- an emergency service;
- an occupational health provider;
- an employer’s clinical governance body;
- a GP, hospital, psychiatric service, or medical provider;
- a safeguarding authority;
- a regulator;
- the employer’s legal adviser;
- the employer’s HR compliance adviser;
- the employer’s substitute for its own workplace health and safety duties;
- responsible for the employer’s employment law, health and safety, data protection, equality, safeguarding, or workplace risk obligations.
Employers and partners remain responsible for their own legal, regulatory, employment, health and safety, data protection, safeguarding, workplace culture, and employee relations obligations.
Plumm may support employers and partners with tools, reporting, content, services, and access to providers, but employers and partners remain responsible for deciding how to act on any information, insights, reports, recommendations, or engagement trends made available through the Platform.
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Emma AI: Plumm's Mental Wellbeing AI
Emma AI is Plumm’s mental wellbeing AI.
Emma AI is designed to support general conversation, reflection, signposting, personal growth, and mental wellbeing support.
Emma AI is not a human therapist, counsellor, psychologist, psychiatrist, doctor, coach, emergency responder, safeguarding officer, or crisis service.
Emma AI does not provide:
- medical advice;
- clinical diagnosis;
- treatment plans;
- prescriptions;
- emergency support;
- crisis intervention;
- safeguarding assessment;
- legal advice;
- employment advice;
- financial advice;
- formal HR advice;
- occupational health advice;
- professional advice that should be relied upon without human review.
Emma AI may generate responses based on the information available to it and the information you choose to share. AI-generated responses may be incomplete, inaccurate, misunderstood, outdated, unsuitable, or inappropriate for your personal circumstances.
You are responsible for deciding whether and how to act on any information received from Emma AI. You should seek support from a qualified professional where appropriate.
You should not use Emma AI if you are in crisis, feel unsafe, may harm yourself or someone else, or believe another person may be at risk. In those situations, contact emergency services or an appropriate crisis service immediately.
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Plumm AI: AI For HR Assistance
Plumm AI is separate from Emma AI.
Plumm AI may support HR, people operations, workflow automation, reporting, employee data queries, policy-related questions, document handling, task execution, and other workplace administration features, depending on the services enabled by the employer or partner.
Plumm AI is not a mental health AI, therapist, coach, medical adviser, emergency responder, legal adviser, tax adviser, payroll adviser, financial adviser, employment law adviser, or compliance adviser.
Plumm AI outputs may be incomplete, inaccurate, outdated, or unsuitable for a specific organisation, jurisdiction, employee, or situation.
Employers, partners, administrators, and authorised users remain responsible for reviewing, validating, approving, and lawfully using any outputs, recommendations, summaries, calculations, workflows, or actions generated or supported by Plumm AI.
Plumm AI should not be used as the sole basis for decisions involving employment rights, disciplinary action, dismissal, redundancy, payroll compliance, tax treatment, visa status, legal claims, discrimination risk, health and safety, safeguarding, or other high-impact workplace decisions.
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Confidentiality Is Protected, But It Is Not Absolute
Plumm takes confidentiality, privacy, and data protection seriously.
However, confidentiality is not absolute.
Information may need to be used, shared, escalated, or disclosed in certain circumstances, including where:
- required by law, court order, regulator, government authority, or legal process;
- necessary to protect your vital interests or the vital interests of another person;
- there is a serious risk of harm to you or another person;
- there is a safeguarding concern involving a child or vulnerable adult;
- there is a suspected or reported criminal act;
- there is a terrorism, money laundering, fraud, abuse, exploitation, or serious safety concern;
- a provider is required to act under their legal, ethical, safeguarding, professional, insurance, or regulatory duties;
- information must be shared with emergency services or a nominated emergency contact;
- needed for complaints, investigations, legal claims, fraud prevention, service administration, regulatory compliance, or platform security;
- you have given consent or asked us to share information;
- sharing is otherwise permitted under Plumm’s Privacy Policy, applicable terms, or applicable law.
Where information is used or shared, Plumm will handle it in accordance with applicable law, our Privacy Policy, and relevant contractual obligations.
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What Employers And Partners Can See
Where access to Plumm is provided by an employer, partner, insurer, broker, benefits provider, or other organisation, that organisation may receive certain administrative, contractual, billing, entitlement, reporting, and usage information.
This may include information such as:
- number of users activated;
- number of sessions used;
- remaining session allowance;
- engagement levels;
- service utilisation;
- aggregated wellbeing trends;
- programme participation;
- anonymised or aggregated survey results;
- anonymised or aggregated insights available through the Platform;
- operational information needed to administer the service.
Employers and partners should not receive the personal content of individual therapy sessions, coaching sessions, Emma AI conversations, or individual wellbeing disclosures, unless disclosure is legally required, safety-related, authorised by the user, necessary for safeguarding, required for complaint handling, required for legal or regulatory reasons, or otherwise permitted under the applicable terms, Privacy Policy, or applicable law.
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Aggregated Wellbeing Insights
Plumm may provide employers and partners with aggregated, anonymised, or statistical wellbeing insights through the Platform, including via Insights or similar reporting features.
These insights are intended to help organisations understand broad engagement patterns, wellbeing trends, utilisation, and programme effectiveness.
Aggregated insights are not intended to directly identify individual users.
Employers and partners must not attempt to re-identify individuals from aggregated, anonymised, statistical, or trend-based reporting.
Where aggregated information is combined with other information in a way that may identify an individual, it must be treated as personal data and handled in accordance with applicable data protection law and the relevant contractual terms.
Plumm does not separately provide personalised wellbeing reports to employers or partners unless this has been specifically agreed, authorised, or legally required.
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Independent Providers
Therapists, counsellors, coaches, clinicians, trainers, practitioners, and other providers made available through Plumm may be independent third-party providers.
Independent providers are responsible for the professional services they provide, including their own professional judgement, conduct, registration, qualifications, ethics, insurance, safeguarding duties, and legal obligations.
Unless expressly stated otherwise in writing, independent providers are not Plumm employees, agents, or representatives.
Plumm may facilitate access to providers through the Platform, but Plumm is not responsible for replacing the professional judgement of those providers or for acting as the provider’s clinical supervisor, regulator, employer, or professional body.
Providers must act within the limits of their role, qualification, jurisdiction, professional standards, and applicable laws.
If a provider believes your needs fall outside what can safely or appropriately be supported through Plumm, they may recommend that you contact a GP, emergency service, crisis line, occupational health provider, specialist clinician, or another suitably qualified professional.
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No Formal Diagnosis, Prescriptions, Or Clinical Documentation
Plumm does not provide formal medical, psychiatric, psychological, occupational health, or legal diagnosis.
Plumm does not prescribe or dispense medication.
Plumm does not provide medical certificates, fitness-to-work certificates, fit notes, occupational health reports, psychiatric reports, legal reports, court reports, immigration reports, insurance reports, or other formal clinical documentation unless expressly agreed in writing as part of a separate professional service.
If you require diagnosis, medication advice, medical documentation, a formal report, a specialist assessment, or occupational health support, you should contact a GP, psychiatrist, specialist clinician, occupational health provider, or another appropriately qualified professional.
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Wellbeing Content And Resources
Plumm may provide wellbeing content, articles, meditations, soundscapes, courses, events, exercises, toolkits, training materials, videos, guides, and other resources.
These resources are for general information, education, reflection, workplace learning, and wellbeing support only.
They are not medical advice, therapy, diagnosis, legal advice, HR advice, occupational health advice, financial advice, tax advice, payroll advice, or a substitute for professional support.
Users, employers, and partners are responsible for assessing whether any resource is appropriate for their circumstances and should seek professional advice where needed.
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User Responsibilities
Users are responsible for using Plumm safely, lawfully, and appropriately.
This includes responsibility for:
- providing accurate and current information;
- using the Platform only for lawful purposes;
- not using Plumm as an emergency service;
- seeking emergency support where needed;
- seeking medical, legal, HR, financial, tax, payroll, or other professional advice where needed;
- keeping login details secure;
- protecting the privacy and security of their own devices;
- attending sessions from a private and safe location;
- ensuring they have a suitable internet connection and device;
- not recording, publishing, distributing, or sharing sessions or confidential content unless expressly permitted;
- not misusing Emma AI, Plumm AI, provider access, wellbeing services, or platform features.
Users should not rely solely on Plumm, Emma AI, Plumm AI, therapy, coaching, resources, or reporting when making serious medical, legal, employment, financial, safeguarding, or life-changing decisions.
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Employer And Partner Responsibilities
Employers and partners are responsible for their own use of Plumm and for their own legal, regulatory, HR, employment, data protection, payroll, tax, health and safety, equality, safeguarding, and workplace wellbeing obligations.
Employers and partners are responsible for:
- selecting the services that are appropriate for their organisation;
- configuring services appropriately;
- setting suitable access permissions;
- managing internal policies and communications;
- deciding how to act on reports, insights, trends, and recommendations;
- ensuring they have an appropriate lawful basis for processing employee data;
- ensuring administrators use Plumm lawfully and responsibly;
- ensuring that Plumm is not used as the sole basis for high-impact employment, legal, health, or safety decisions.
Plumm may provide tools, services, information, content, reporting, and support, but this does not transfer the employer’s or partner’s legal duties to Plumm.
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Online Services Have Practical Limitations
Plumm is an online platform. Online services can be helpful, but they have practical limitations.
Access and quality may be affected by:
- internet connection;
- device performance;
- software compatibility;
- user environment;
- availability of providers;
- service configuration;
- third-party systems;
- platform maintenance;
- interruptions outside Plumm’s control.
Plumm does not guarantee that every service, feature, provider, programme, resource, report, integration, AI capability, or support option will be available at all times, in every country, or to every user.
Some services are only available where purchased, enabled, configured, or agreed with the relevant employer, partner, or organisation.
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Session Cancellation And Attendance
If you cannot attend a booked therapy, coaching, wellbeing, or provider session, you should cancel or reschedule it as early as possible using the available process on the Platform or in your booking confirmation.
Unless otherwise stated in the applicable terms, employer arrangement, partner agreement, or booking confirmation, late cancellation, non-attendance, or late arrival may result in the session being treated as used.
Plumm may apply reasonable rules to protect provider availability, manage capacity, prevent misuse, and ensure sessions can be offered fairly to other users.
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Complaints, Concerns, And Feedback
If you have a question, concern, complaint, or safety-related issue about Plumm, Emma AI, Plumm AI, a wellbeing resource, a provider session, a managed wellbeing programme, or any part of the Platform, please contact: hello@heyplumm.com
If your concern relates to personal data or privacy rights, you can contact Plumm’s Data Protection Officer at: dpo@heyplumm.com
If you are in immediate danger, feel unsafe, may harm yourself or someone else, or believe another person may be at risk, do not wait for a response from Plumm. Contact emergency services or an appropriate crisis service immediately.
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Summary
Plumm is a workplace technology platform.
Plumm may help users access wellbeing support, therapy, coaching, managed wellbeing, clinical programmes, Emma AI, Plumm AI, resources, and insights.
Plumm is not an emergency service, hospital, GP, psychiatrist, occupational health provider, legal adviser, payroll adviser, tax adviser, or crisis service.
Emma AI supports mental wellbeing reflection, but it is not a therapist or crisis responder.
Plumm AI supports HR-side workflows, but it is not a lawyer, payroll adviser, tax adviser, employment adviser, or compliance officer.
Independent providers are responsible for the professional services they deliver.
Employers may see aggregated wellbeing insights, but they should not receive the personal content of individual therapy sessions, coaching sessions, Emma AI conversations, or individual wellbeing disclosures unless there is a legal, safety-related, consent-based, contractual, or regulatory reason.
Confidentiality is protected, but it has legal, ethical, safeguarding, safety, and regulatory limits.
If something is urgent, dangerous, medical, legal, or crisis-related, please use the correct emergency or professional service, not Plumm.
This document was last updated on 12th June 2026.
