The agreement between us.

These terms are an agreement between you and Olvaro AB, a Swedish limited company (aktiebolag), company registration number 556804-4597, registered at Slånstigen 2, 776 36 Hedemora, Sweden, trading as Life By Love (“we”, “us”). The practice itself is run from Auckland, New Zealand, and sessions are delivered online and in person from there.

They apply when you use our website, when you subscribe to our newsletter, and when you hold an account in the client portal.

If you have signed a separate agreement with us — a programme agreement, an informed-consent form, a birth or postpartum doula contract — that agreement sets the terms of that particular work, and it takes precedence over these terms wherever the two differ. These terms fill the gaps around it; they do not override it.

You can reach us at [email protected]. Questions about how we handle your personal information go to the contact given in our Privacy Notice.

Life By Love provides educational and supportive services in nutrition, lifestyle, mind–body practice, and doula care, before and after birth.

This is not medical care, and nothing we provide replaces it. We do not diagnose, we do not treat disease, and we do not prescribe. Decisions about your medical care are between you and your own clinicians, and we encourage you to keep them involved. The full scope of the practice and its limits are set out in our Disclaimer, which forms part of these terms. Please read it — it also lists the crisis services to contact if you are in acute distress, because we are not one.

You need an account to use the client portal. Please give us accurate details, keep your password to yourself, and tell us promptly if you think someone else has got into your account.

Accounts are personal, and we ask you not to share your login. This is not a formality: the portal holds your health information, and anyone who has your password can read all of it.

You must be at least 16 to hold an account. That is the same minimum age our Privacy Notice states, and the two are meant to stay in step. If you are under 18, we will ask an adult to take responsibility for paying for any services you book.

Where a session or programme is delivered to you as part of care that someone else is arranging (for example a partner booking postpartum support), the account and the health information in it are still yours.

Sessions are booked through the portal, or through a booking page we link to from our website. Some are bought one at a time; others are drawn from a package of session credits held on your account, and booking a session spends one credit of the matching type.

Changing or cancelling a session. You can cancel or move a session yourself from the portal up to 24 hours before it starts. A few services have a different notice period; where one does, the portal tells you what it is when you go to cancel, and that period is the one that applies. Inside the window the portal will not let you make the change — message Johanna instead, and she will sort it out with you.

If you cancel with the required notice, the credit goes straight back onto your account and you can rebook it. If you move a session, the same credit simply moves with it.

If a session is missed. A session you do not attend and did not cancel in time uses up the credit. Johanna can return the credit if the circumstances warrant it, and she decides that case by case — there is no rule that forces her either way. She makes that decision when she records the missed session, so if something happened, tell us as soon as you can rather than afterwards.

If we have to change a session. If we cancel or move a session, we will tell you as soon as we can, you will not lose a credit, and you will not be charged for it.

Session credits do not expire.

Prices are shown before you commit, in the currency stated — normally New Zealand dollars. Card payments are handled by Stripe; we never see or store your card number.

We are not registered for GST, so no GST is added to what you are quoted. The price you are shown is the price you pay.

If you are in the European Economic Area, any VAT that applies is included in the price you are shown.

Deposits. Where an offer asks for a deposit, paying it is what starts the work — and it gives you the whole package straight away, including every session credit in it, not a proportion of it. If you have not activated your account yet, the package is held for you and the credits appear the moment you activate it. Any balance is then payable as set out in the offer you were sent; where we invoice you for it, that invoice sits in your portal until we record it as paid, and nothing is being held back from you in the meantime.

If you have arranged instalments or a payment plan with us, those dates are the ones that apply, and they are in the offer or agreement you were sent rather than here.

There is no “refund” button in the portal, and we would rather say so than imply otherwise. Refunds are handled by us, by hand, and the way to start one is to ask us. We will tell you what we can do and when the money will reach you.

Cancelling a session returns a session credit to your account. It does not, by itself, return money — those are two different things, and this paragraph is the one that says so.

Before your first session. If you change your mind before the first session of the work you have paid for, we will refund what you paid, less any costs we had already incurred and told you about. At the same time, any session credits that payment gave you are withdrawn from your account. Those two things happen together: the refund and the credits are two halves of one arrangement, and you cannot keep both.

After your first session. Once the work has started we do not refund money. The remedy instead is the session credits you already hold: you can keep them and use them later, move them to a different service we offer, or pause them and come back when you are ready. Tell us what would help and we will arrange it.

None of this cuts down the rights described in the next two sections, which apply whatever this section says. In particular, if you are a consumer in the European Economic Area or the United Kingdom, you may be entitled to your money back even after the work has begun — section 7 sets out when, and it governs over this section wherever the two differ.

Because we contract from Sweden, if you are a consumer you have a legal right to withdraw from a distance contract within 14 days of entering into it, without giving a reason and without penalty.

If you ask us to start providing the service inside those 14 days and we do, you can still withdraw, but you will owe us a proportionate amount for what has already been provided. If the service has been provided in full within the 14 days, with your express agreement and your acknowledgement that you would lose the right, the right to withdraw ends at that point.

To withdraw, tell us — an email to [email protected] saying so is enough. We will refund what is due within 14 days of being told, using the same payment method you used.

This right sits alongside everything else in these terms and is not reduced by any of it.

Where you acquire services from us as a consumer, the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 give you rights — including that services are provided with reasonable care and skill, are fit for purpose, and are provided within a reasonable time. Nothing in these terms excludes, restricts or modifies those rights, and any part of these terms that tried to would simply not apply.

Where you acquire services for the purposes of a business, the parties agree that the Consumer Guarantees Act does not apply, and that agreement is fair and reasonable.

You own what you write. Your journal entries, your photographs, your form answers, and your messages to us stay yours. We claim no ownership of any of it.

To actually run the service we need your permission to hold and show your content — to store a journal entry so it is there when you come back, to show it to you, to deliver a message to the person you sent it to, and to let Johanna read what you have shared with her so she can support you. That permission goes no further than running the service for you. It lasts only while we hold the content, and it ends when you delete the content or erase your account. Not everything can be deleted piece by piece — a form answer, for example, can only be corrected or removed by asking us — but erasing your account ends it for all of it.

We claim no commercial right over anything you write, and we never will. To be specific, and permanently: we will not publish it, sell it, license it to anyone else, pass it to advertisers or advertising networks, use it in marketing or testimonials, or use it to train machine-learning models. We do not have an advertising business, and these terms will not be changed to create one over content you have already shared. If we ever want to quote something you wrote — even anonymously — we will ask you first and take no for an answer.

Health information you share with us is special-category data and is treated as such. How we handle it is set out in our Privacy Notice (version 2026-05), which forms part of these terms.

The portal lets you message Johanna directly, and it will not let you start a conversation with another client. We do not currently run a public forum or a peer-to-peer community space, so what you write in the portal — your journal, your form answers, your messages to us — is not shown to other clients.

What we ask of you is straightforward: do not use the portal to abuse or harass anyone, to send spam or advertising, or to do anything unlawful. If that ever happens we may remove the content and, if it is serious or repeated, suspend the account — and we will tell you why.

What you can ask of us: we will not use your messages for anything other than supporting you, and we will not repeat what you tell us outside the practice except where the law requires it or where someone is at risk of serious harm.

How we collect and handle your personal information is set out in our Privacy Notice (version 2026-05), which forms part of these terms. It is the document that describes the processing; this one describes the bargain.

While your account is open you can download a copy of your data from your settings whenever you like, and you can erase it yourself from the same place. Erasure is real: your journal, your health records, your form answers and your uploads are deleted, and your profile is stripped rather than left sitting there. Where we hold a copy of a document in Google Drive, that copy goes to the bin there and Google removes it within 30 days. One thing it does not reach: if your care began on Practice Better, the practice-management system the practice still runs on, erasing your account here does not erase the clinical record held there — so if you ask us to erase you, we will tell you plainly what remains on it and what we have asked for, rather than let you believe you are gone from everywhere.

Two honest limits. Messages you sent to someone else are emptied of their content but leave a marker, so the other person’s conversation does not become nonsense. And records we are legally required to keep — invoices, payment records, proof of a consent you gave — are kept for as long as the law requires us to keep them. The Privacy Notice sets out exactly what falls into each category.

We work to keep the portal available, but we do not promise it will never be down. We may take it offline for maintenance, and we will avoid doing that during booked sessions wherever we can.

If the portal is unavailable, your care does not stop. Contact us directly and we will carry on.

We may change how the service works over time. If a change removes something you are relying on, we will tell you before it happens.

You can stop using the service whenever you like. Ask us and we will close your account: closing it ends your access to the portal and leaves your information with us, so it can be reopened if you come back. Erasing your data is a different and stronger step, you can do it yourself from your settings, and it cannot be undone — section 11 explains what it does.

We may suspend or close an account if these terms are seriously or repeatedly breached, or if the law requires it. Unless the breach makes it inappropriate, we will tell you first, give you a chance to respond, and give you the opportunity to download a copy of your data before your access ends.

Sessions you have paid for and not yet used are dealt with under sections 5 and 6. Ending the agreement does not by itself erase your data — erasure is a separate step, and section 11 explains how to take it.

We take this work seriously and we stand behind it. We are responsible for loss we cause by failing to provide the service with reasonable care and skill.

We are not responsible for outcomes that depend on things outside our control, for decisions you make about your medical care, or for indirect or consequential losses that could not reasonably have been foreseen.

Where the law lets us limit what we owe you, the most we are responsible for in total, for everything arising out of these terms, is the fees you paid us in the twelve months before the event you are complaining about. That limit never applies to your rights under the Consumer Guarantees Act — those rights are not capped by this section or by any other part of these terms.

Nothing in this section limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited — and that expressly includes your rights under the Consumer Guarantees Act and, if you are an EEA or UK consumer, your rights as a consumer there.

We may update these terms. Each version carries a version number and an effective date, and we keep the earlier versions so it is always possible to establish which text applied when.

If a change materially affects you, we will tell you before it takes effect and give you a fair opportunity to decline — and declining a change to the terms is not a breach of them. We will not treat your silence as agreement to a material change, and no change to these terms will ever apply retrospectively to content you have already shared with us.

If something goes wrong, please tell us first. Almost everything is fixable by a conversation, and we would rather have it than a formal process.

These terms are governed by the law of New Zealand, and the New Zealand courts have jurisdiction over disputes arising from them.

If you are a consumer resident in the European Economic Area or the United Kingdom, that choice does not deprive you of the protection of the mandatory consumer law of the country you live in, and you may bring proceedings in your own country’s courts.

If any part of this document does not sit right with you, or you want a point clarified before you agree to it, please ask — [email protected]. We would much rather explain a clause than rely on it.