If you believe you are experiencing a medical emergency, call 911 immediately. Luvo Health does not provide emergency services.
Unless you opt out within thirty (30) days, you and Luvo agree that disputes will be resolved by binding individual arbitration and not in court. You waive the right to a jury trial and to participate in a class action, except where prohibited by law.
These Terms and Conditions (“Terms”) are a legally binding agreement between you and Luvo Health, Inc. (“Luvo,” “Company,” “we,” “us,” or “our”) governing your access to and use of our websites, applications, and related services (collectively, the “Platform”), and any content, features, or services made available through the Platform (collectively, the “Services”).
By clicking “I Agree,” checking a box, creating an account, completing a purchase, or otherwise accessing or using the Platform or Services, you agree to be bound by these Terms. If you do not agree, do not use the Platform or Services.
If you accept these Terms on behalf of another person, you represent that you have authority to do so and that such person agrees to be bound by these Terms.
We may update these Terms from time to time. Changes are effective when posted unless we state otherwise. Your continued use of the Platform or Services after changes are posted constitutes acceptance of the updated Terms.
Certain features, promotions, products, or services may be subject to additional terms or policies, which are incorporated by reference.
You must be at least eighteen (18) years old and legally able to consent to use the Services.
The Services are offered only to users located in the United States and may be limited by state law, licensing requirements, Clinical Partner availability, medication availability, or other factors. We make no representation that the Services are appropriate or available outside the United States.
Luvo does not practice medicine, provide medical advice, diagnose conditions, or prescribe medications. Luvo provides administrative, coordination, and technology services that support access to telehealth and related services offered by independent third parties.
Telehealth services, clinical consultations, prescriptions (if any), and fulfillment are provided by independent third-party medical groups, licensed clinicians, pharmacies, laboratories, and other providers (“Clinical Partners”). Certain Clinical Partners accessible through the Platform may include OpenLoop Healthcare Partners and other independent entities.
Your use of the Platform does not create a provider-patient relationship with Luvo. Any provider-patient relationship exists only between you and the applicable Clinical Partner.
Clinical Partners exercise independent professional judgment. Luvo does not control or direct clinical decisions, diagnoses, treatment plans, prescriptions, or pharmacy dispensing decisions.
Clinical Partners involved in your care through the Platform, including medical groups, clinicians, pharmacies, and laboratories, are intended third-party beneficiaries of these Terms solely to the extent necessary to enforce provisions related to disclaimers, limitation of liability, indemnification, and dispute resolution.
Telehealth involves the delivery of healthcare services remotely using technology. Clinical Partners may require you to review and accept a telehealth consent or similar documentation as a condition of receiving clinical services. Any such consent is between you and the applicable Clinical Partner.
You consent to receive communications from Luvo and, where applicable, Clinical Partners by email, text message, phone call, and in-platform notifications. Message and data rates may apply.
You are responsible for maintaining accurate contact information and monitoring communications from Clinical Partners. Failure to read or respond to messages or follow treatment instructions may affect your care. To the extent permitted by law, Luvo is not responsible for losses arising from your failure to review communications or comply with instructions provided by a Clinical Partner.
Email and text messaging may not be fully secure. You are responsible for securing your devices, maintaining account confidentiality, and logging out of shared devices.
Luvo may receive or process certain information in connection with providing the Platform and Services. To the extent Luvo receives protected health information on behalf of a Clinical Partner, Luvo acts solely in an administrative or technical capacity and in accordance with applicable privacy and security obligations. Clinical Partners are independently responsible for their HIPAA compliance and notices of privacy practices.
Use of the Platform does not guarantee that you will be matched with a Clinical Partner, receive a consultation, receive a prescription, or receive any particular medication, dosage, or treatment plan. Clinical decisions are made solely by Clinical Partners based on medical judgment and applicable law.
Programs, services, medications, pricing, and availability may change at any time due to clinical appropriateness, regulatory requirements, supplier constraints, medication shortages, safety considerations, or business decisions.
Certain Services require payment, including membership or subscription fees, consultation fees, medication costs, shipping, laboratory fees, or other charges as disclosed at checkout or within the Platform. By providing a payment method, you authorize Luvo and its payment processors to charge applicable fees, taxes, and other amounts disclosed to you.
In some cases, you may be presented with a single total price that includes multiple components, such as platform access, clinical services, medications, pharmacy services, shipping, and/or laboratory services. Where applicable, Luvo may collect amounts on behalf of Clinical Partners and remit those amounts to the relevant Clinical Partners.
Unless expressly stated otherwise in writing, Services are offered on a cash-pay basis. Luvo does not submit claims to Medicare, Medicaid, or other government programs and does not submit insurance claims for reimbursement.
If you enroll in a subscription, it will automatically renew unless you cancel before renewal. Renewal timing and pricing are disclosed during enrollment or in your account.
To support continuity of service, renewal charges and, where applicable, shipments may be processed up to two (2) days early, including around weekends or holidays.
You may cancel a subscription as described in the Platform or at checkout. Cancellation prevents future renewals but does not retroactively refund the current subscription period. To avoid renewal charges, you must cancel at least forty-eight (48) hours before the renewal or renewal-processing date.
Fees are generally non-refundable except where required by law or expressly stated at the time of purchase. Any refund granted may be limited to specific fee components.
If a payment fails or your payment method becomes invalid, Luvo may suspend or terminate access to paid Services until payment is resolved.
You agree to provide accurate, current, and complete information and to update it as necessary. You are responsible for safeguarding your account credentials and for all activity under your account.
You agree not to use the Services for unlawful, deceptive, fraudulent, or harmful purposes, to interfere with the Platform’s operation or security, to introduce malware or harmful code, to scrape or data-mine the Platform, or to use automated tools without written permission.
Luvo may suspend or terminate access for violations of these Terms.
The Platform may contain links to third-party websites or services. Luvo does not control and is not responsible for third-party practices, content, or policies. Your use of third-party services is at your own risk.
The Platform and all associated content are owned by Luvo or its licensors and are protected by intellectual property laws. You may use the Platform only for personal, non-commercial purposes as permitted by these Terms.
The Platform and Services are provided on an “AS IS” and “AS AVAILABLE” basis. To the maximum extent permitted by law, Luvo disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
Luvo does not guarantee uninterrupted or error-free operation of the Platform.
To the maximum extent permitted by law, Luvo will not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages.
Luvo’s total liability for any claim arising out of or relating to the Services will not exceed the amounts you paid to Luvo for the Services in the six (6) months preceding the event giving rise to the claim, or one hundred dollars ($100), whichever is greater.
Any claim must be brought within one (1) year after the event giving rise to the claim, unless a longer period is required by law.
You agree to indemnify and hold harmless Luvo and its affiliates, officers, employees, and agents from claims arising out of your use of the Platform or Services, violation of these Terms, or violation of applicable law.
You may stop using the Services at any time. Luvo may suspend or terminate access for any reason, including violations of these Terms, suspected fraud, security issues, or non-payment. Provisions that by their nature should survive termination will survive.
Before initiating arbitration, you agree to notify Luvo at support@luvohealth.com with a brief description of the dispute and the relief sought. The parties will attempt in good faith to resolve the dispute for at least thirty (30) days.
Except where prohibited by law, disputes arising out of or relating to these Terms or the Services will be resolved by binding individual arbitration and not in court.
You and Luvo agree that disputes will be brought only on an individual basis. You waive any right to participate in a class, collective, representative, or private attorney general action.
You may opt out of arbitration within thirty (30) days of first accepting these Terms by sending an email to legal@luvohealth.com with your name, the email associated with your account, and a clear statement that you opt out of arbitration.
Either party may pursue an eligible claim in small claims court or seek injunctive relief for misuse of intellectual property or unauthorized access to the Platform. This dispute resolution and arbitration section survives termination of these Terms and your use of the Services.
These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-law principles, except to the extent preempted by federal law.
Luvo Health, Inc.
Email: support@luvohealth.com
