General terms and conditions Lavendla ApS

The Agreement

• These terms and conditions shall apply to the assignment between the Client of a service (“the Client”) and Lavendla ApS, CVR no.: 42 62 53 02, (“Lavendla”). The terms apply to all assignments that Lavendla performs on behalf of the Customer. By placing an order, the Customer accepts these terms.
• Lavendla offers services subject to VAT within therapy, coaching, counseling and related services.
• Lavendla’s counseling and therapy services may be performed by Lavendla’s subcontractors (“Practitioner”), all of which are individually approved by Lavendla. Lavendla does not provide therapy or treatment with the character of other actual health care, which services may be exempt from VAT. However, such services may be provided through Lavendla’s matching service, which is available on the Website, noting that the services are provided by external partners.
• Lavendla’s counseling and therapy services should not be used in situations that require emergency mental health care or that require direct and urgent medical measures. In such situations, the person concerned should always contact 112 or the nearest emergency department within the general healthcare system.
• The Customer may rely on the terms set out in the order confirmation, which terms shall prevail over these General Terms and Conditions. General information provided by Lavendla on the Internet, in brochures, etc. shall not apply.
• Lavendla reserves the right to refuse an order. False orders and other types of attempted fraud will be reported to the police.

Prices, delivery and delivery times

• Prices are available on the website or provided by quotation. Prices may vary depending on the selected Practitioner. The prices on the website are subject to change, which is why it is always the price stated in your order confirmation that applies.
• All prices of the services are inclusive of 25% VAT.
• Lavendla makes reservations for price adjustments for changed prices from suppliers, currency changes, stock changes and any technical errors in the web service, browsers or server. Should it happen that the price changes after the order is confirmed, the Customer has the option to change or cancel the order.
• The timing of the services chosen by the Customer varies depending on the nature of the service and where and when the Customer wants it to take place.
• Lavendla is not liable for any loss – direct or indirect – that the Customer may suffer.

Booking – Meetings, home visits and visits to our premises

• Booking a specific Practitioner can be done through our website. Before you can complete the booking, payment must be made. If you do not know which Practitioner you want to book, please fill in the contact form via our website or contact us by phone. Upon receipt of the request, we will send you a quote which you will need to confirm in order for the booking to be completed. Booking confirmation is always sent by e-mail after the booking has been completed.
• In connection with booking, you choose whether the treatment should take place physically on Lavendla’s premises, via a home visit or remotely via video call or phone call.
• All services are provided by Lavendla staff or subcontractors.
• Video and telephone calls:
  1. In order for the treatment to be performed via video or phone call, you are responsible for having the necessary equipment (such as a phone or computer) and connectivity (such as internet, cellular coverage and phone network) to receive phone calls or connect to the video meeting. Any costs you may incur in connection therewith will be borne by you.
  2. To conduct video meetings, it is also assumed that your phone/computer has software and web browser compatible with the video calling service we use. Furthermore, you will be expected to enter your email address to connect to the video meeting. Information on which video and call service is used is always provided before you complete your booking. In good time before the scheduled treatment, you will receive a link sent to the email address you provided, which you use to connect to the video meeting.
• Terms and conditions of booking:
  1. Cancellations can be made up to and including 24 hours before the start time of the scheduled treatment.
  2. In case of delay or no-show, you will be charged the full price of the treatment even if you do not show up for the appointment.
  3. In the event that the therapist or coach is prevented from attending, e.g. due to illness, and therefore cannot perform your booked treatment at the agreed time, we will contact you immediately to reschedule or offer you another therapist or coach.

Payment terms

• The customer is liable to pay Lavendla for services booked.
• Bookings are payable at the time of booking. When you book an appointment for treatment or counseling you will be taken directly to the payment page. Here you can choose to pay by card or MobilePay.
• Lavendla cooperates with Stripe, which provides the payment solution on our website. You can choose to pay by card or MobilePay. When you pay for your order using Stripe’s payment solution, you must accept Stripe’s terms and conditions that apply between you and Stripe.

Right of withdrawal

• You have the right to cancel your order within 14 days from the day you received the order confirmation. To exercise your right of withdrawal, you must notify Lavendla in writing that you wish to exercise your right of withdrawal, which notification must be received within the aforementioned deadline.
• The Customer accepts, if the ordered service makes this necessary, that Lavendla will begin processing and ordering within the time frame of the withdrawal period applicable under the Consumer Contracts Act. The Customer thus accepts that in these cases there is no right of withdrawal. The possibility of changes to the order depends on the time frames given.
• If you exercise your right of withdrawal, Lavendla will refund any payment we have received from you. The reimbursement will be made without undue delay and no later than 14 days from the day we were informed of your decision to withdraw from the contract.
• If you wish to exercise your right of withdrawal, you must contact us at [email protected] as soon as possible.

Personal data

• Lavendla is the data controller for the processing of the personal data that the Customer provides to Lavendla. By confirming the order, the Customer approves that Lavendla stores and uses personal data for the purpose of completing the order and maintaining the relationship. The Customer has the right at any time to have personal data corrected, removed or to notify that the information may not be used to maintain the relationship. Only Lavendla has access to the information provided and does not disclose it to third parties, with the exception of legal purposes, debt collection, and the associated parties, including external consultants, who need the information to complete the order.

Security

• Lavendla uses cookies when the website is visited. A cookie is a text-based data file that is stored on the user’s computer. The cookie cannot identify you personally, but only the browser installed on the computer used for the visit.
• The cookie helps us to report how many visitors use the web service, which is important for us to develop the service. If you do not want to allow cookies to be stored on your computer, you can prevent this through your browser settings. How to do this is described on the respective browsers’ help pages.
• If you choose to prevent the storage of cookies, you will not be able to use parts of Lavendla. Some features and services will not work properly as the web service will think you are a new visitor every time you open a new page. Cookies are stored for as long as you are connected to the service in question, or for as long as the information is required to fulfill obligations or rights associated with the service.

Collaboration partners

• Lavendla cooperates with a number of external business operators. Due to the complexity of certain tasks, we have chosen to outsource the tasks to our partners. We mediate the contact to these partners, who will later contact the Customer, and also charge separately for services rendered. Lavendla is not liable for the agreement the Customer enters into with these partners and is not a party to the agreement. If the Customer has questions about our partners’ services, we refer to the respective partners.

Disputes

• Any dispute or disagreement arising from these terms and conditions shall, if the matter cannot be resolved by settlement, be settled in accordance with Danish law, at the City Court of Copenhagen as the first instance.

Complaints

• A complaint about a product or service can be submitted to Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can complain to the Center for Complaints Resolution via the Complaints Portal for Nævnenes Hus.

Contact us at

Lavendla ApS
CVR no.: 42 62 53 02
Vesterbrogade 149
1620 København V

Telephone: 78 70 63 63
E-mail: [email protected]
Web: www.lavendla.dk