Terms of Use for Consumers

DOCUMENT INFORMATION

Applies to: Consumers (Users) seeking or booking services via the Platform
Last amended: 5/12/2025
Related documents: Terms of Use for Professional Users | Privacy Policy

Preamble

These Terms of Use apply exclusively to Consumers (also referred to as “Users”) who register and use the website located at www.vivianlab.gr, www.vivianlab.com, and www.vivianlab.health, and related mobile applications (collectively, the "Platform") to seek, book, or receive services.

The Platform is owned and operated by the company under the name “VIVIANLAB SINGLE MEMBER P.C." and the distinctive title “Vivian Lab", with headquarters in Athens, street 47 SAMOU STR, with no. G.E.MI. 179795401000, Tax NUMBER 802625789, Tax office AMAROUSION, electronic contact info@vivianlab.com (the “Company”).

All content, trademarks, and domain names (including www.vivianlab.gr, www.vivianlab.com, and www.vivianlab.health) are the exclusive property of the Company and are protected by copyright, trademark, and other applicable intellectual property laws.

The Company is committed to ensuring that the Platform is accessible to all users, including those with disabilities, in compliance with the European Accessibility Act (Directive (EU) 2019/882) and relevant technical standards.

Medical & AI Disclaimer: The Platform offers tools that may provide wellness insights, symptom tracking, or AI-assisted guidance. These tools do not constitute medical advice, diagnosis, or treatment, and are not a substitute for consultation with a licensed healthcare professional. The Platform is not intended for medical emergencies or urgent health situations. If you experience severe symptoms, you must contact a doctor or emergency services immediately.

1. DEFINITIONS

For purposes of these Terms of Use:

• “Consumer” or “User”: Any individual using the Platform to seek, book, or receive services or digital content from Professional Users.
• “Professional User” or “Provider”: Any individual or legal entity registered on the Platform to offer professional services (including health specialists, consultants, and businesses active in the health and wellness sector). The Company does not verify or guarantee the medical licensing, competence, or regulatory status of Professional Users unless expressly stated.
• “Platform” or “Marketplace”: The online environment operated by under the brand name VivianLab, accessible via website and mobile applications.
• “Company”: , the legal entity that owns and operates the Platform.
• “Services”: All intermediary services provided by the Company through the Platform, including professional profile display, appointment booking, video consultations, educational content, and AI-assisted tools. AI Tools: Automated digital tools that generate wellness-related suggestions, educational content, or symptom insights. AI Tools are informational only and do not provide medical diagnosis or clinical decision-making.
• “Agreement”: These Terms of Use, together with the Privacy Policy.
• “Business Days”: Any day other than Saturday, Sunday, or public holiday in Greece.
• “Session” or “Appointment”: A scheduled consultation or service delivery between a Consumer and a Professional User via the Platform.
• “Subscription”: Paid access to premium features and content on the Platform (quarterly or annual).

2. ACCEPTANCE OF TERMS

By registering on or using the Platform, you (the Consumer) fully and unconditionally accept and agree to be bound by:

1. These Terms of Use for Consumers;
2. The Privacy Policy; and
3. The Cookie Policy.
4. By using AI features on the Platform, you acknowledge that responses may be generated by automated systems and may occasionally be inaccurate or incomplete. You agree not to rely on AI content for medical decision-making.

If you do not accept these terms, you must not register or use the Platform.

3. DATA PROTECTION

The Company acts as Data Controller for personal data you provide directly to the Company for purposes such as:

• Creating and managing your Consumer account
• Processing subscription and appointment payments
• Sending newsletters and marketing communications (with your consent)
• Platform administration and security

When you book services with a Professional User, the Professional User acts as the Data Controller for personal data related to that service or consultation. The Company may process this data on behalf of the Professional User as a Data Processor. The Platform processes data relating to menopause, hormonal health, symptoms, and wellbeing, which may constitute special category data under Article 9 GDPR. Such data is processed only with your explicit consent, solely for the purposes of providing the Platform’s services, AI tools, and personalized wellness insights.

AI outputs may be based on aggregated or pseudonymized data. The Company does not use your health data for automated decision-making producing legal effects.

All information regarding purposes, legal bases for processing, retention periods, data recipients, and your rights as a data subject is detailed in our Privacy Policy.

4. ONLINE SERVICES PROVIDED BY THE PLATFORM

The Platform is an intermediary marketplace specialising in health, wellness, and related consulting services. The Platform does not itself provide medical, health, or professional services; it provides only the technical means for Consumers to connect with and receive services from Professional Users. No Medical Device: The Platform, including its AI Tools, is not classified as a medical device under the EU Medical Device Regulation (EU) 2017/745 and must not be used for diagnosis, treatment, or clinical risk assessment.

Services available through the Platform include:

4.1 Free Services

• Browsing professional profiles (contact details, qualifications, specialisations, services offered, pricing, working hours)
• Accessing educational content (articles, videos, recipes)
• Using AI-assisted tools (symptom tracking, personalised guidance). AI-assisted tools may generate wellness suggestions based on user input. These suggestions are general, non-clinical, may contain inaccuracies, and must not replace consultation with qualified health professionals.
• Participating in free group webinars and hotlines

4.2 Subscription Services

Access to certain premium features and content requires a paid subscription, available as:

• Quarterly subscription: €45 per quarter
• Annual subscription: €150 per year

Subscription features include:

• Access to exclusive articles, videos, and recipes
• Participation in premium webinars and group sessions
• Enhanced AI tools and personalized content

Subscription terms:

• Subscriptions automatically renew unless cancelled at least 24 hours before the renewal date
• Subscription fees are non-refundable
• You may cancel your subscription at any time via your account settings or by contacting

4.3 Individual Sessions

Consumers may book individual consultations with Professional Users. These sessions:

• Are charged separately from the subscription fee
• Are priced by the Professional User (not by the Company)
• Take place via video call (Google Meet, Jitsi, or the Platform’s own system) or chat

The Company undertakes to ensure that the Platform and the means for providing online services conform to the contract and are fit for the purposes for which digital intermediary services would normally be used, with the professional diligence and skill expected.

5. CONSUMER OBLIGATIONS

5.1 Registration and Account Requirements

Consumers must:

• Provide accurate, complete, and up-to-date information during registration, including:
  • Full name
  • Email address
  • Contact information
  • Payment details (for subscriptions and appointments)
• Update their profile promptly when information changes

The Consumer is solely responsible for submitting true and accurate information. The Consumer is liable for any damages the Company may suffer due to violation of this obligation.

5.2 Account Security

Consumers are responsible for maintaining the confidentiality and security of their account credentials, including passwords and authentication information. Consumers must choose strong, unique passwords and take reasonable steps to protect their accounts from unauthorised access. The Company is not liable for any loss or damage resulting from a Consumer's failure to comply with these account security obligations.

5.3 Lawful Use

Consumers must:

• Use the Platform lawfully and in accordance with these Terms of Use
• Not engage in fraudulent activity or misuse the Platform
• Respect the rights of Professional Users and other Consumers
• Act in good faith and with respect
• Consumers must not rely on AI-generated information for medical decisions or emergencies. Consumers must use the Platform responsibly and consult licensed professionals for medical guidance.

6. BOOKING AND PAYMENT TERMS

6.1 Appointment Booking

To book an individual session with a Professional User:

1. Browse Professional User profiles
2. Select a Professional User and available appointment slot
3. Provide necessary information (name, contact details, reason for consultation)
4. Confirm booking and payment method

Upon booking, you will receive a confirmation email with appointment details.

6.2 Payment Processing

Payments are processed through Stripe, a third-party payment processor. By registering payment details, you accept Stripe's Terms and Conditions.

The Company does not directly handle payments and is not responsible for payment processing issues. In the case of disputes relating to Professional User services, the Company acts only as an intermediary and is not responsible for the quality, suitability, or outcome of such services.

Payment process:

1. When you book an appointment, your credit card is pre-authorized (not charged).
2. After the session, the Professional User confirms completion.
3. Upon confirmation, your card is charged, and funds are transferred to the Professional User.

If the Professional User does not confirm payment within 7 days, the pre-authorisation will be released, and no charge will occur.

6.3 Pricing

• Subscription fees are set by the Company and displayed on the Platform
• Individual session fees are set by the Professional User and displayed on their profile

The Company does not control or verify Professional User pricing.

6.4 Receipts and Invoices

• For subscriptions: The Company will issue a receipt or invoice
• For individual sessions: The Professional User is responsible for issuing a receipt or invoice

Professional Users are required to issue proper tax documents (receipts or invoices) for individual sessions in accordance with applicable tax and accounting laws. The Company bears no responsibility for any tax, licensing, or regulatory compliance obligations of Professional Users.

6.5 Vouchers and Promotional Codes

The Company may offer vouchers or promotional codes that reduce or eliminate the cost of sessions or subscriptions. Vouchers and promotional codes:

• Are subject to specific terms and conditions (displayed at the time of issuance)
• May have expiration dates or usage limits
• Cannot be combined with other offers unless explicitly stated
• Are non-transferable and have no cash value

7. RIGHT OF WITHDRAWAL

For services that begin within the 14-day withdrawal period (e.g., an appointment or access to digital premium content), you agree that by starting the service you expressly waive your right of withdrawal, as required by EU consumer protection law. As a Consumer, you have the right to withdraw from a scheduled appointment or subscription within 14 calendar days from the date of booking or purchase, unless:

• The service has already been performed; or
• You expressly consent to commencement of service during the withdrawal period and acknowledge loss of the right of withdrawal.

7.1 Withdrawal from Appointments

Cancellation policy:

• More than 24 hours before appointment: Full refund
• Less than 24 hours but more than 60 minutes before appointment: Cancellation fees may apply
• Less than 60 minutes before appointment: No refund

To cancel an appointment, contact the Company at or use the cancellation feature in your account.

Refunds may take up to 14 business days to be returned to your account due to processing requirements.

7.2 Withdrawal from Digital Content

For downloadable digital content (e.g., articles, eBooks, videos): By downloading, you expressly waive the right of withdrawal.

7.3 Withdrawal from Subscriptions

Subscription fees are generally non-refundable. However, you may cancel your subscription at any time to prevent future renewals.

8. REFUNDS AND DISPUTES

8.1 Refunds for Non-Performance

If you believe a Professional User did not fulfil or complete a service as intended, you may request a refund by contacting the Company at info@vivianlab.com.

The Company will investigate and may issue a refund if it determines, based on documented evidence and after providing the Professional User with notice and an opportunity to respond, that the service was not fulfilled.

The Company shall provide you with a concise explanation of the reasons for the refund decision upon request, unless prohibited by law or necessary for fraud prevention.

8.2 Technical Failures

If a technical problem prevents you or the Professional User from participating in a scheduled session (e.g., platform malfunction, connection failure), the Company may cancel the session at its discretion. In such cases:

• No charge will occur
• The session may be rescheduled free of charge

Technical failures arising from the user’s device, internet connection, or software setup do not constitute grounds for automatic refund.This remains at the sole discretion of the Company.

9. PROHIBITED CONDUCT

Consumers must not:

• Create fake accounts or engage in fraudulent activity
• Misuse personal data of Professional Users or other Consumers
• Use offensive, threatening, or discriminatory language
• Harass Professional Users or other Consumers (harassment includes verbal or written expressions intended to cause mental or physical harm)
• Upload malware, viruses, or harmful software
• Copy, distribute, or reproduce Platform content without written permission
• Use the Company's trademarks, branding, or identity without consent
• Users must not misuse AI features, submit false or misleading symptom information, or attempt to generate medical diagnoses through the Platform.

The main values governing the Platform are appreciation and respect. Discrimination based on gender, gender identity, nationality, religion, disability, sexual orientation, or age is strictly prohibited.

If these rules are not followed, the Company may:

• Immediately disable your account
• Terminate the Agreement
• Contact law enforcement authorities
• Seek damages and other legal remedies

10. INTELLECTUAL PROPERTY RIGHTS

10.1 Company’s Rights

All content, design, trademarks, logos, and software on the Platform are the exclusive property of the Company and are protected by copyright, trademark, and other intellectual property rights. AI-generated content may include automatically created text. Such content is owned or licensed by the Company and provided solely for personal, informational use.

You may not:

• Copy, reproduce, distribute, or display Platform content without prior written consent
• Use the Company's trademark or branding to identify or promote third-party products or services
• Reverse-engineer, disassemble, or interfere with Platform software or systems

Trademark protection: “VivianLab” is a registered trademark protected under Article 6a of the Paris Convention and Directive (EU) 2015/2436 of the European Parliament and of the Council of 16 December 2015 to approximate the laws of the Member States relating to trade marks.

10.2 User Content

By uploading content to your profile or the Platform (including photos, reviews, comments), you:

• Retain ownership of your content
• Grant the Company a non-exclusive, worldwide, royalty-free license to use, display, and distribute your content on the Platform for the purpose of providing the Services
• Warrant that you have all necessary rights to such content and that it does not infringe third-party rights

11. LIMITATION OF LIABILITY

11.1 Company’s Limitation

The Platform is provided for informational and intermediary purposes only. It does not provide medical, health, or professional advice or services.

To the fullest extent permitted by law:

The Company is not liable for:

• The content, quality, or outcome of services provided by Professional Users
• Cancellations, no-shows, or unfulfilled appointments
• Any damages, losses, or injuries arising from Professional User services or interactions
• Loss of revenue, profits, contracts, or special, indirect, or consequential damages

The Platform is provided "as is" without warranties of any kind (express or implied), including but not limited to warranties of merchantability, fitness for a particular purpose, or uninterrupted operation.

However, this limitation of liability does not exclude or limit the Company's liability for:

• Death or personal injury resulting from the Company's own negligence or wilful misconduct
• Any mandatory statutory liability that cannot be excluded by law

11.2 Platform & AI Tools Disclaimer

The Platform, including all AI-assisted tools, wellness insights, symptom suggestions, educational content, and digital features, is provided solely for general informational and wellness purposes.

AI-generated outputs may be inaccurate, incomplete, outdated, or inconsistent, and must not be relied upon for medical or clinical decision-making.

The Platform and its AI tools do not diagnose, treat, prevent, or monitor any medical condition, including menopause-related symptoms.

Consumers must consult licensed healthcare professionals for medical advice.

11.3 No Liability for AI Content or Wellness Guidance

To the fullest extent permitted by applicable law, the Company shall not be liable for any:

• Reliance by the Consumer on AI-generated content, wellness suggestions, or symptom interpretations
• Decisions taken based on AI outputs or educational content
• Physical, psychological, or emotional consequences resulting from the use of AI tools

The Consumer remains solely responsible for evaluating and verifying all information provided via the Platform before taking any action.

11.4 No Liability for Professional User Services

Professional Users operate as independent contractors, not employees, agents, or representatives of the Company.

The Company does not guarantee, control, supervise, or verify:

• The accuracy or completeness of Professional User information
• Their qualifications, licensing, certifications, or competence
• The quality, outcome, or fulfilment of any service they provide

The Company assumes no responsibility for cancellations, no-shows, dissatisfaction with services, or the consequences of advice provided by Professional Users.

11.5 Technical Issues

The Company is not liable for any:

• Service interruptions
• Delays or failures due to network issues or user device problems
• Loss of data
• Incompatibility with the Consumer’s hardware or software
• Third-party system failures (including hosting, video conferencing, or payment processors)

11.6 General Limitation

Except where prohibited by law, the Company shall not be liable for:

• Loss of profits or revenue
• Emotional distress
• Loss of data or goodwill
• Indirect, incidental, punitive, or consequential damages
• Any damages arising from misuse of the Platform, violations of Terms, or improper reliance on Platform content

11.7 Professional User Responsibility

Professional Users are independent contractors, not employees or agents of the Company. Professional Users are solely responsible for:

• The content, quality, and delivery of their services
• Their own professional licenses, insurance, and compliance with applicable laws

The Company does not guarantee, endorse, or verify the qualifications, competence, or services of Professional Users.

12. FORCE MAJEURE

The Company cannot be held liable for failure to perform obligations if such failure results from events beyond its reasonable control, including but not limited to:

• Acts of God, natural disasters
• War, terrorism, civil unrest
• Labor strikes or shortages
• Disruption of communication networks
• Unavailability of payment processors
• Government actions or legal restrictions

If a force majeure event occurs, the Company will notify affected Consumers within 15 days and provide an estimate of the expected duration. Disruptions to AI services or third-party APIs also constitute force majeure events.

13. TERMINATION AND SUSPENSION

13.1 Termination by the Company

The Company may immediately suspend or terminate a Consumer’s access to the Platform, without prior notice, if:

• The Consumer violates these Terms of Use
• The Consumer engages in illegal, fraudulent, or harmful activity
• The Company receives a court order, government directive, or regulatory notice requiring suspension or termination
• Continued provision of services would expose the Company to legal or reputational risk

Written notification will be provided after such action is taken. The Company may suspend or restrict access to AI Tools if necessary for safety, accuracy, or compliance with the EU AI Act.

13.2 Termination by Consumer

Consumers may terminate this Agreement at any time by:

• Closing their account via the Platform settings; or
• Sending written notice to the Company at

Upon termination, the Company will delete or retain personal data in accordance with the Privacy Policy and applicable law.

13.3 Effects of Termination

Upon termination:

• You will no longer have access to the Platform
• Any active subscriptions will be cancelled (no refund for unused portions)
• Data will be handled in accordance with the Privacy Policy
• Any provisions intended to survive termination (including confidentiality and liability) will remain in effect
• AI-derived data may be retained in anonymized form for safety, audit, or model improvement, in compliance with GDPR.

14. MODIFICATION OF TERMS

The Company may modify these Terms of Use, the Privacy Policy, and related policies at any time for various legal reasons, including security, intellectual property protection, regulatory compliance, or business reasons.

If a modification substantially and negatively impacts your access to or use of the Platform, the Company will notify you in advance. You shall then have the right to terminate the Agreement within 30 days of the modification.

Continued use of the Platform after modifications take effect constitutes acceptance of the modified terms.

Consumers may save or retain a copy of these Terms at the time of registration. Significant changes affecting AI features, automated decision-making logic, or the use of special category data will be communicated to the Consumer in advance, as required by the EU AI Act and GDPR.

15. ASSIGNMENT OF RIGHTS

• Consumers may not assign any rights or obligations under this Agreement without the Company’s prior written consent.
• The Company may assign its rights and obligations under this Agreement to any third party at its discretion (e.g., in connection with a merger, acquisition, or sale of business).

16. LAW AND JURISDICTION

16.1 Governing Law

This Agreement is governed by Greek law, even when the Platform is accessed from outside Greece. Issues relating to AI transparency, bias, safety, or accountability shall be interpreted in accordance with applicable provisions of the EU AI Act (2024/2025 rollout), where relevant.

16.2 Dispute Resolution

Any dispute arising out of or related to this Agreement shall first be subject to mediation in accordance with the Mediation Regulation of the Greek Ministry of Justice.

If the dispute cannot be resolved through mediation, it shall be resolved exclusively by arbitration conducted in accordance with institutional arbitration rules, or by the Courts of Athens, which shall have exclusive jurisdiction.

16.3 Severability

If any provision of this Agreement is deemed invalid or unenforceable by a court, the remaining provisions shall remain in full force and effect.

17. ENTIRE AGREEMENT

These Terms of Use, together with the Privacy Policy, constitute the entire agreement between the Consumer and the Company and supersede all prior agreements, understandings, or communications (whether written or oral) relating to the subject matter.

No other terms, conditions, or representations shall be binding unless agreed to in writing by the Company.

18. CONTACT INFORMATION

For questions or concerns regarding these Terms of Use, please contact:

Address: 47 samou street, Athens 15125, Greece
Email: info@vivianlab.com
Tax Office: Amarousion
G.E.MI.: 179795401000
Tax Number: 802625789

19. IMPORTANT NOTICE: RESPECT AND APPRECIATION

The Platform is governed by the values of respect and appreciation. All Consumers must observe these values in all interactions. Misuse of AI tools to generate abusive, harmful, or discriminatory content is strictly prohibited and may result in immediate account suspension.

Zero tolerance for:

• Offensive, provocative, or threatening language
• Discrimination based on gender, gender identity, nationality, religion, disability, sexual orientation, or age
• Harassment of any kind

Violations may result in account deactivation and/or legal action.

AI TRANSPARENCY STATEMENT

AI Transparency Disclosure

The Platform includes AI-based features that generate automated content such as wellness suggestions, symptom interpretations, and personalized insights. When interacting with these features, you acknowledge that you are communicating with an artificial intelligence system, not a human. AI outputs may occasionally be incorrect or incomplete and must not be used as a basis for medical diagnosis, treatment, or urgent health decisions. Your use of AI features requires your explicit consent. You may disable AI functionality at any time by contacting the Company.

THESE TERMS OF USE FOR CONSUMERS WERE LAST AMENDED ON 5/12/2025

By clicking “I Accept” or by using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use and the Privacy Policy.