Zahlungsbedingungen

Valid from 2023-10-24 and until further notice.

Your use of Lavendla AB’s, 556977-7674, (“Lavendla”, “we”, “us” or “our”) Matching Services (defined below) is conditioned on your acceptance of these Terms and Conditions. Please read the Terms carefully before using the Services.

1. Scope of the agreement

These general terms and conditions (“General Terms and Conditions“) govern the use of our matching service by private individuals (“Customer“) on the platform www.lavendla.se (the “Website“). Lavendla’s matching service helps Customers to (a) find information about psychologists and psychotherapists, and (b) book visits to/treatment by a psychologist or psychotherapist (the “Matching Service“). The psychologist visits and treatments booked via the Website (“Treatment“) are provided by a Healthcare Provider who is connected to Lavendla’s mediation service.“Healthcare Provider” means a third party that is registered as a healthcare provider with the Swedish Healthcare Inspectorate (“IVO“) and whose psychologists or psychotherapists are licensed by the National Board of Health and Welfare. The care provider is always a trader.

The matching service should not be used in situations that require urgent mental health care or that require direct and urgent medical measures. For such situations, the person in question should always contact 112 or the nearest emergency room in general care.

Apart from conditions for booking, cancellation and to some extent payment, these General Terms and Conditions do not regulate the purchase and performance of Treatment, such agreement being concluded directly between the Customer and the Healthcare Provider; Lavendla is not a party to that agreement. This means that, in addition to these General Terms and Conditions, the terms and conditions provided by the Healthcare Provider also apply to your booked Treatment. We encourage you to read such terms and conditions before booking Treatment.

2. The Matching Service

2.1 Information about psychologists and psychotherapists

Through the Matching Service, the Customer can access information about the psychologists and psychotherapists that are provided through Lavendla at any given time. Such information is intended to provide the Customer with a good basis for choosing which psychologist or psychotherapist is qualified and compatible for the Customer. Each psychologist and psychotherapist works for a Healthcare Provider with whom Lavendla has a cooperation agreement.

Lavendla reserves the right to change the range of Healthcare Providers and thus of psychologists and psychotherapists at any time.

The Customer’s use of the Matching Service is free of charge. The prices of the Care Providers for Treatment are available on the Website or provided by quotation. Prices may vary depending on the psychologist or psychotherapist booked. Prices on the Website are subject to change; the price applicable at the time of your booking will always apply. All prices are quoted inclusive of VAT.

On the Website, the Customer can find more information about availability, restrictions and other important information about the booking and the Healthcare Provider.

2.2 Booking conditions etc. for Treatment

To use the booking and payment services on the Website, the Customer must be at least 18 years old or have parental consent. Bookings must be made in your own name. Lavendla reserves the right to refuse a Customer’s booking in individual cases.

Booking of a specific psychologist or psychotherapist can be done via our Website and Matching Service. Upon booking, the Client will be informed of the dates that the psychologist or psychotherapist is available for Treatment. In order to complete the booking, the Client must prepay for the Treatment in the manner indicated. On the Website it is possible to pay via Stripe payment service, see point 3 below. A booking confirmation will be sent by email after the booking has been completed.

In connection with the booking, the Customer chooses whether the Treatment is to take place physically, via a home visit, via video call, or via telephone call.

In the event that the Healthcare Provider is prevented from attending, e.g. due to illness, and therefore cannot carry out the Customer’s booked Treatment at the scheduled time, the Customer will be contacted immediately to reschedule the time or offer the Customer another Healthcare Provider.

In order to carry out the Matching Services, such as helping the Customer to book Treatment with a psychologist or psychotherapist, and to mediate and administer such booking, Lavendla must collect some information about the Customer. This collection takes place in connection with the Customer making the booking. We encourage the Customer to read our Privacy Policy which describes how personal data will be processed by Lavendla when using our Matching Services.

2.3 Cancellation

Cancellation can be made up to 24 hours before the start time of the booked Treatment. Instructions on how the Customer cancels their Treatment are stated in the booking confirmation. In the event of late or no cancellation, the Healthcare Provider will charge the Client the full cost of the Treatment even if the Client does not attend the visit.

2.4 The Client’s responsibility

Booking of Treatment via video or telephone call

For Treatments to be carried out via video or telephone call, the Client is responsible for having the necessary equipment (such as a telephone or computer), connection and connectivity (such as internet, mobile coverage, and telephone network) to be able to receive telephone calls or connect to the video meeting. Any costs incurred by the Customer for this, e.g. for telephone calls or internet connection, shall be borne by the Customer.

In order to conduct video meetings, it is also assumed that the Customer’s telephone/computer has software and a browser that is compatible with the video call service we use. Information about which video call service is used is always provided before the Customer completes their booking. In good time before the scheduled Treatment, the Customer will receive a link, which the Customer uses to connect to the video meeting.

The Customer is responsible for the accuracy of the information provided in connection with booking and payment on the Website. Lavendla and the Care Provider are not liable for any damages arising from the Customer providing incorrect information.

The Website and the Matching Service

Unless otherwise stated in these General Terms and Conditions, the Customer undertakes the following:

a) not to use the Website or the Matching Service for commercial purposes

b) not to use the Website or the Matching Service in situations requiring urgent mental health care or requiring direct and urgent medical action. For such situations, the Customer shall always contact 112 or the nearest public health emergency room;

c) not to use the Website or the Matching Service in an unlawful manner, for an unlawful purpose or in a manner inconsistent with these General Terms and Conditions

d) if the Customer chooses to continue to go to Care Providers mediated by Lavendla, to continue to book their visits with them via the Website and the Matching Service; and

e) not to use the Website or the Matching Service in a way that infringes Lavendla’s intellectual property rights or the rights of a third party (to the extent that such use is not licensed by these General Terms and Conditions).

2.5 Caregiver’s responsibility

The Healthcare Provider’s responsibility in the provision of Treatment is mainly set out in the applicable laws and regulations, but also in the agreement entered into between the Customer and the Healthcare Provider regarding Treatment. The Client must contact the Healthcare Provider in the event of a remark or complaint about the Treatment provided.

Any complaints and comments on the performance of the Treatment shall primarily be submitted to and handled by the relevant Healthcare Provider. However, Lavendla is interested in the Customer’s experience of the Treatment in order to be able to check and improve the match between Customer and Healthcare Provider.

2.6 Lavendla’s responsibility

Lavendla is responsible for checking that psychologists and psychotherapists provided via Lavendla’s website are employed by healthcare providers registered with IVO.

Lavendla is not a legal party to the agreement on the purchase of Treatment or other agreements entered into between Customer and Healthcare Provider regarding the performance of Treatment. Lavendla is therefore not responsible for damage, loss (neither direct nor indirect), additional costs or other inconveniences that can be derived from the implementation of, or have any other connection to, the Treatment that the Website enables booking of.

Lavendla endeavors to keep the Website available twenty-four (24) hours a day, seven (7) days a week. However, Lavendla does not guarantee, nor is it responsible for, the Site being free of any errors, delays or interruptions. Lavendla reserves the right to temporarily suspend the provision of the Website at any time for service purposes, such as maintenance and upgrades. Lavendla is not responsible for updating the access rights to the Website. Lavendla makes every effort to ensure that the information published on the Website is correct but reserves the right to make errors.

Lavendla is exempt from liability for compensation or other liability to the Customer if Lavendla is prevented from fulfilling its obligations due to circumstances beyond Lavendla’s control or ability that Lavendla could not reasonably be expected to foresee, and the consequences of which Lavendla could not reasonably have avoided or overcome, or if Lavendla is prevented from fulfilling its obligations due to circumstances attributable to a third party or due to a natural disaster, lightning, power failure, labor dispute, war or other unrest, fire, new or amended legislation or government regulation, failure of an external telecommunications connection or similar circumstances.

3. Payment service via the Website

Payment for Treatment can be made with the company Stripe, which provides various payment solutions on the Website. The Customer can pay by card. To use Stripe’s payment solutions, the Customer must accept Stripe’s terms and conditions, which are presented in connection with payment.

If the Customer chooses to pay by card, the price of the Treatment will be reserved on the payment card that the Customer indicates when paying. The amount will be debited (deducted from the account to which the payment card is linked), however, only twenty-four (24) hours before the scheduled visit takes place.

After payment has been made, a payment confirmation is automatically sent by email to the email address provided by the Customer in the booking. At the Customer’s request, a digital receipt will also be sent.

4. Right of withdrawal

As regards the Customer’s right to withdraw from a contract for Treatment, the Customer must give such notice directly to the Healthcare Provider who is the Customer’s contractual partner for the purchase of Treatment. Information on the Customer’s right of withdrawal is provided below.

Provided that the Customer’s booked Treatment has not already been carried out by the Healthcare Provider, the Customer has, in accordance with the Act (2005:59) on Distance Contracts and Contracts Outside Business Premises, the right to cancel his/her booking of a Treatment within fourteen (14) days from the date the agreement with the Healthcare Provider was entered into, i.e. from the date the Customer received the booking confirmation. To exercise the right of withdrawal, the Customer must notify the Healthcare Provider in writing that the Customer wishes to exercise its right of withdrawal, and the notification must have reached the Healthcare Provider within the above-mentioned deadline. The Healthcare Provider’s contact details can be found in the booking confirmation.

The right of withdrawal does not apply if the Treatment has already been performed. The Customer thereby agrees that the Customer loses the right to withdraw from the contract with the Healthcare Provider if the Treatment has already been performed.

If the Customer has exercised its right of withdrawal, the Healthcare Provider will refund the amount paid by the Customer. The refund will be made without undue delay and no later than fourteen (14) days from the date on which the Customer notified the Healthcare Provider of its decision to withdraw from the contract.

The Customer can always choose to use the Swedish Consumer Agency’s withdrawal form to notify the Healthcare Provider that the Customer wishes to exercise its right of withdrawal, the form can be found by the Customer via the link below and it must be sent to the Healthcare Provider (not to the Swedish Consumer Agency) after being filled in by the Customer, https://publikationer.konsumentverket.se/kontrakt-och-mallar/angerblankett.

Since the Matching Service is provided directly when the Customer starts its use on the Website, it is not subject to the right of withdrawal. The Customer thus agrees that the Customer loses the right to withdraw from the contract with Lavendla once the Matching Service has been performed. As a Customer, you may terminate this agreement at any time Lavendla according to paragraph 6 below.

5. Customer satisfaction guarantee

Lavendla offers a customer satisfaction guarantee. Lavendla’s satisfaction guarantee means that the Customer can request to meet a new psychologist or psychotherapist free of charge if the Customer is not satisfied with the psychologist or psychotherapist that the Customer has met through the Matching Service. This satisfaction guarantee requires that the treatment or consultation has been booked through the Website and the Matching Service, and that the Customer notifies Lavendla in writing within forty-eight (48) hours of the Treatment being carried out that the Customer wishes to make use of its satisfaction guarantee. Such notification shall be sent to [email protected]. The Satisfaction Guarantee only applies to the first consultation with the Client’s psychologist or psychotherapist.

6. Termination of the Matching Service

The agreement on the use of Lavendla’s Matching Service is to be seen as an agreement that is valid until either party terminates the agreement. Lavendla and the Customer each have the right to terminate the agreement at any time. Termination does not affect the Customer’s agreement with the Healthcare Provider for already booked or completed Treatments.

Customers who wish to cease using Lavendla’s Matching Service may contact Lavendla’s customer service.

If Lavendla deems that the Customer is abusing the use of the Website and/or the Matching Service, Lavendla has the right to immediately suspend the Customer from the Matching Service. The Customer shall be notified in writing that such action has been taken and the reason for this.

7. Other matters

7.1 Change of terms and conditions

Lavendla is entitled to amend these General Terms and Conditions. The amended terms will apply to all new bookings of Treatments made from the time the new General Terms and Conditions are published on the website. In order for a change in terms to apply to agreements already entered into between Lavendla and the Customer, Lavendla must inform the Customer of the change by email, or in writing in another way, within a reasonable time and at least thirty (30) days before the change may enter into force. However, this does not apply if the change is due to changes in the law or other statute or by order of an authority and which means that the change must apply immediately.

If the Customer does not accept the change in terms and conditions, the Customer is entitled to terminate the agreement with Lavendla as of the date on which the new terms and conditions take effect. Such termination must be made in writing. Upon termination by the Customer, the Customer will not be affected by the change during the remaining contract period.

7.2 Intellectual property rights

All intellectual property rights in or linked to the Website and the Matching Service, including ownership of embedded technology, logos, images and texts, belong to Lavendla or our suppliers, licensors or third parties. The Customer is not entitled to copy, reproduce, make available or otherwise dispose of such material.

7.3 Complaints

Complaints and claims regarding Treatment must be made directly to the Healthcare Provider as the performance of the service takes place according to your agreement with the Healthcare Provider. Contact details for the Healthcare Provider can be found on each booking confirmation. You also have the right to submit such complaints to the patient board in the region where you live or to IVO.

Complaints regarding the Matching Service can be submitted to our customer service or to the contact details below.

8. Contact details

Lavendla AB
Org. no. 556977-7674
Sveavägen 80
113 59 Stockholm

Phone: +46771-22 21 21
E-mail: info (at) lavendla.com
Web: www.lavendla.com

9. Disputes

Swedish law applies to the agreements entered into with Lavendla. Should Lavendla and the Customer not agree, any dispute shall be settled by the general court, with the Stockholm District Court as the first instance.

In the event of a dispute, you as a consumer also have the right to turn to the General Complaints Board (ARN) Box 174, 101 23 Stockholm, www.arn.se, or the EU’s online platform for dispute resolution, ec.europa.eu/consumers/odr.

In the event of a dispute, we will follow ARN’s recommendations.