LUXXERA CLIENT TERMS AND CONDITIONS

1.4 Our Services include messaging, including SMS, so that we can send you updates about your account or Bookings. Where needed, we'll ask for your permission within the Platform before sending these updates. More details about these Services can be found in the Privacy Notice.

2. No Medical Advice

Any information made available by Luxxera is provided for general informational purposes only, to help you discover Clinics and make informed choices. It does not constitute medical advice and should not be relied upon as such.

3. Your choice and independence

3.1 You are always free to choose which Clinics you engage with. You are not required to follow any listings, suggestions, or information shown on the Platform, and you can select, contact, or book with Clinics in the way that works best for you.

3.2 Luxxera does not recommend or endorse any particular Clinic, does not require you to use a specific Client and does not influence clinical decisions.

4. Use of the Platform – Acceptable Use Policy

4.1 The Platform allows you to:

• create an account and profile
• browse Clinic Content using search and filtering tools based on criteria you choose
• communicate directly with Clinics
• upload information to your account, including personal information and, where relevant, health-related information (all together your data), so that a Clinic can provide you with Clinic Services. This information may be accessed by the Clinic through the Platform
• make Bookings and receive appointment confirmations and reminders
• provide any required consents in connection with Clinic Services through the Platform, where applicable
• upload your own content (such as messages or images) that does not form part of your data. We recommend that you do not include your data in this content, and instead store it within your account so that it can be shared with Clinics in a more secure and confidential way.

4.2 You must comply with Luxxera's Acceptable Use Policy when using the Platform. Serious or repeated breaches of the Acceptable Use Policy may result in suspension or the end of your access to the Platform.

5. Payment Terms

5.1 Payments for Clinic Services are processed via a payment services provider (Payment Service Provider or PSP). The current terms are set out here.

5.2 Pricing, refunds and cancellation.

• Although Clinic Services are purchased through the Platform, the Clinic is the seller and merchant for Clinic Services.
• The Clinic sets its own pricing, refunds and cancellation terms. Luxxera make the relevant prices and refund and cancellation terms available to you where appropriate in your account, your basket, and at checkout.
• Please make sure you review this information carefully before completing your Booking.

5.3 Refunds, cancellations, chargebacks, or any other payment adjustments (Payment Adjustments)

• Luxxera does not decide whether a Payment Adjustment applies. These matters are handled in line with the Clinic's policies, applicable law, and where relevant the PSP Terms.
• The Clinic is responsible for deciding whether a Payment Adjustment is due.
• If you have a question or request about a Payment Adjustment, you should contact the Clinic directly so that it can be resolved.
• Where appropriate, Luxxera may help with processing a Payment Adjustment by working with the PSP and returning funds to your original payment method. Luxxera's role in this process is administrative only.

6. Liability

6.1 Nothing in these Client Terms affects your legal rights as a consumer or limits our responsibility where the law does not allow this. This includes responsibility death or personal injury caused by negligence, or for fraud.

6.2 In all other cases, Luxxera is responsible to you only for losses that are a foreseeable result of our failure to comply with these Client Terms when providing the Platform.

7. Suspension and Termination

7.1 You may close your account at any time if you no longer wish to use the Platform.

7.2 We may suspend or end your access to the Platform with immediate effect only where reasonably necessary to:

• comply with legal requirements
• protect the Platform or other users of it
• response to serious or repeated misuse
• deal with events outside our reasonable control.

7.3 Events outside our control.

• Sometimes things happen that are outside Luxxera's reasonable control, such as technical failures, loss of connectivity, or other unexpected events. If this happens, Luxxera may not be able to provide access to the Platform for a period of time.
• Where possible, we will make reasonable efforts to restore access to the Platform as soon as it is practicable. If the issue cannot be resolved and we are unable to continue operating the Platform, we may need to close the Platform.

7.4 We may end these Client Terms for any reason by giving at least 45 days' notice.

8. What happens if your access to the Platform ends?

8.1 If your access to the Platform ends for any reason:

• you will no longer be able to access or use the Platform to make Bookings
• any existing Bookings you have made with a Clinic will continue to be governed by the relevant Clinic's terms, including its Payment Adjustment policies
• Luxxera will continue to process your personal data in accordance with the Privacy Notice, including any requirements to keep or delete data.

8.2 Ending your access to the Platform does not affect any parts of these Client Terms that are meant to continue after your access ends. This includes, for example, terms relating to liability, intellectual property and how disputes are handled.

8.3 This clause does not affect your statutory consumer rights.

9. Privacy and Data Protection

9.1 Luxxera processes your data in connection with your use of the Platform in accordance with its Privacy Notice here, which explains how and why personal data is collected, used, stored, and shared, and sets out your rights under data protection laws including the UK General Data Protection Regulation (UK GDPR), the EU General Data Protection Regulation (EU GDPR) and the Data Protection Act 2018 (together, Data Protection Laws), as well as applicable electronic communications and privacy laws, including the Privacy and Electronic Communications Regulations 2003 (PECR), EU ePrivacy laws and equivalent laws in relevant jurisdictions. The Privacy Notice forms part of your overall relationship with Luxxera but does not form part of these Client Terms.

9.2 Luxxera acts as an independent Data Controller in respect of the data it processes to operate the Platform, provide the Services, facilitate communications between you and Clinics, and help process payments and Payment Adjustments.

9.3 Clinics operate independently of Luxxera and act as separate Data Controllers in respect of the data they process when responding to your enquiries, providing consultations or Clinic Services, and meeting their professional, regulatory, and legal obligations. Clinics are responsible for providing you with their own privacy notice and for deciding how your data is used in connection with Clinic Services.

9.4 Where you choose to share your data with a Clinic through the Platform or directly outside the Platform with a Client, that data is shared at your discretion and is subject to the Clinic's own privacy policies.

9.5 International data transfers.

• Your data may be processed in countries outside the country in which including countries outside the UK and the European Economic Area (EEA) where this is necessary for the operation of the Platform, provision of the Services, or use of relevant subprocessors.
• Some of these locations may not provide the same level of protection as those in the UK or the EEA. Where Luxxera transfers your data to these countries, it will ensure that appropriate safeguards are in place in accordance with applicable Data Protection Laws. These safeguards may include:
• transfers to countries recognized as providing an adequate level of protection; or
• the use of approved contractual safeguards, such as the UK International Data Transfer Agreement or the EU Standard Contractual Clauses.

9.6 Further information about how, why and where Luxxera processes your data, including details of data sharing, retention, security measures, and your rights, is available in the Privacy Notice here.

10. Dispute Resolution

If you have a complaint or concern about the Platform or our Services, please contact us first at [email protected]. We will try to resolve the issue.