Terms of Service

1. Introduction and acceptance

These Terms of Service ("Terms") govern the relationship between Lyvoo Health, Lda. ("Lyvoo", "we") and the user ("you", "user") with respect to access to and use of the Lyvoo platform, available at lyvoo.pt and on the Lyvoo mobile application ("Platform").

By creating an account or using the Platform, you confirm that:

• You have read, understood, and accept these Terms in their entirety
• You are 18 years of age or older
• You have legal capacity to enter into binding contracts

If you do not agree with any of these Terms, you should not use the Platform.

2. Description of service

Lyvoo is a personalised preventive medicine platform that offers:

• Delivery of biological sample collection kits (dry blood spot - DBS technology) for at-home laboratory analysis
• Biomarker analysis in a laboratory certified to ISO 15189
• Clinical interpretation of results by a medical and nutrition team
• Personalised reports with preventive health recommendations
• Personalised dietary and supplementation plans
• Longitudinal health monitoring through the Lyvoo app

Lyvoo reserves the right to modify, suspend, or discontinue Platform features, with reasonable prior notice.

3. Important medical notice

Lyvoo's services are preventive and wellness-oriented. The information, reports, and recommendations provided through the Platform:

• Do not constitute a medical diagnosis
• Do not replace the assessment and advice of your attending physician
• Should not be used as the sole basis for health decisions
• Are not appropriate for urgent or emergency medical situations

In the event of a medical emergency, call 112 or go to your nearest A&E immediately.

If any Lyvoo result or recommendation causes you concern, we recommend consulting your GP or a specialist.

4. Account creation and management

4.1 Registration

To access Lyvoo's paid services, you must create an account by providing true, complete, and up-to-date information. You are responsible for maintaining the confidentiality of your password and for all activities carried out on your account.

4.2 Security

You must notify us immediately of any suspected unauthorised use of your account: suporte@lyvoo.pt. Lyvoo is not responsible for losses resulting from unauthorised use of your account.

4.3 One account per user

Each account is personal and non-transferable. Sharing an account with third parties or creating accounts on behalf of others without express authorisation is prohibited.

5. Plans and payments

5.1 Pricing

Lyvoo is a single annual all-inclusive programme, priced as follows at the date of publication of these Terms:

• Lyvoo Programme - €359/year (all inclusive)

All prices include VAT at the applicable legal rate. Lyvoo reserves the right to change prices with 30 days' prior notice to users with an active subscription.

5.2 Billing

Payment is annual and processed at the time of subscription. Payments are processed securely by Stripe. You will receive an invoice by email after each payment.

5.3 Renewal

The annual plan does not renew automatically. You will be notified by email 30 days before the programme ends, with the option to renew.

5.4 Add-on modules

Optional modules (Microbiome, Hormonal, Expanded Thyroid, etc.) are charged separately and are not included in the base plan. Prices are available on the modules page.

6. Cancellation and refunds

6.1 Immediate commencement of service and waiver of right of withdrawal

By confirming your subscription, you expressly agree that the performance of the service begins immediately - specifically the dispatch of the collection kit. Under Article 17(1)(a) of Decree-Law No. 24/2014 (Portuguese consumer law implementing Directive 2011/83/EU on consumer rights), the right of withdrawal does not apply after full performance of the service where performance has begun with the consumer's prior express agreement and acknowledgement that they would lose that right upon completion of performance.

This acceptance is obtained at the time of subscription via a mandatory checkbox with explicit legal text, before any payment is processed.

6.2 Refund policy by service phase

Eligibility for a refund depends on the stage of service execution at the time of the request:

6.3 Lyvoo's responsibilities

Regardless of the stage, Lyvoo commits to:

• Send a replacement kit at no cost in the event of a defective kit, kit damaged in transit, or technical failure
• Repeat the laboratory analysis at no cost in the event of an insufficient sample due to kit failure (not due to user collection error)
• Issue a full refund in the event of an inconclusive result attributable exclusively to Lyvoo or the partner laboratory

6.4 Account cancellation

You may cancel your account at any time via the Platform settings or by email to suporte@lyvoo.pt. Cancellation does not trigger any automatic refund - the table in section 6.2 applies depending on the stage of execution. The programme is annual and does not renew automatically.

6.5 How to request a refund or replacement

Send an email to suporte@lyvoo.pt with the subject line "Refund - [order number]", stating the reason and the stage you are at. We will respond within 3 working days.

7. Your obligations

By using the Platform, you agree to:

• Provide truthful and complete information about your health status
• Follow the biological sample collection instructions included in the kit
• Not share your account with third parties
• Not use the Platform for illegal or fraudulent purposes
• Not attempt to access other users' accounts or Lyvoo systems without authorisation
• Not reproduce, distribute, or commercially exploit any Platform content without written authorisation
• Notify Lyvoo of any security vulnerability you identify

8. Intellectual property

All Platform content - including texts, images, logos, software, generated reports, methodologies, and interfaces - is the property of Lyvoo Health, Lda. or its licensors, and is protected by copyright and other intellectual property rights.

The user is granted a personal, non-exclusive, non-transferable, and revocable licence to access and use the Platform exclusively for personal purposes, within the scope of the services contracted.

Your personal data and health data belong to you. Lyvoo does not acquire any proprietary rights over them.

9. Limitation of liability

Lyvoo is not liable for:

• Damages resulting from medical decisions taken solely on the basis of Lyvoo results, without consultation with a healthcare professional
• Errors or inaccuracies arising from biological samples incorrectly collected by the user (not following the kit instructions)
• Temporary Platform unavailability for technical reasons beyond Lyvoo's control
• Indirect damages, loss of profits, or special damages, to the maximum extent permitted by law

Lyvoo's total liability to any user shall not exceed the amount paid for the current plan, except where the law imposes broader liability.

These limitations do not affect the consumer's statutory rights under Portuguese and European consumer protection legislation.

10. Suspension and termination

Lyvoo reserves the right to suspend or terminate your account, with or without notice, in the following cases:

• Breach of these Terms
• Provision of false or misleading information
• Fraudulent or abusive activities
• Non-payment
• As required by law or court order

In the event of termination initiated by Lyvoo without cause attributable to the user, you will be refunded proportionally for the unused period of the plan.

11. Governing law and dispute resolution

These Terms are governed by Portuguese law. In the event of a dispute, the parties commit to seeking an amicable resolution in the first instance.

If no agreement can be reached, the user may have recourse to:

• Consumer dispute resolution (EU ODR platform) - ec.europa.eu/consumers/odr

Without prejudice to the above, the courts of the consumer's domicile shall have jurisdiction to settle any disputes, in accordance with Portuguese law.

12. Contact

For questions relating to these Terms of Service:

• General email: info@lyvoo.pt
• Support: suporte@lyvoo.pt
• Privacy: privacidade@lyvoo.pt