General terms and conditions of purchase

The general terms and conditions are updated on 2023-11-01.

The Agreement

These terms and conditions shall apply to the assignment agreement between Lavendla AB, 556977-7674, (“Lavendla”), and the person who submits assignments to or orders services from Lavendla (hereinafter the “Client”). These terms and conditions apply to all assignments that Lavendla performs on behalf of the Client. When the Client engages Lavendla, the Client accepts these terms and conditions.

Lavendla offers products and services in, but not limited to, therapy and related services.

The counseling and therapy services provided by Lavendla can be performed by, for example, a therapist or coach. Lavendla does not provide counseling and therapy services performed by a psychologist or psychotherapist. However, such services can be provided through Lavendla’s matching service on the website, but the service is provided by external healthcare providers.

If a written order confirmation has been sent to the Client, the terms of such confirmation shall take precedence over these general terms and conditions, to the extent that they are incompatible with each other. An order confirmation is always sent to the Principal if the order has been placed remotely such as via our website or by telephone.

Lavendla reserves the right to refuse an order. False orders, as well as other types of fraud attempts, will be reported to the police.

Payment terms

Payment terms are 10 days. In case of delay, the invoice will be forwarded to PS Finans, and thus a reminder fee will be added for each reminder and penalty interest. In the event of non-payment by the estate, the claim will be transferred to the Principal. The Client assumes joint and several liability with the estate towards Lavendla for goods and services ordered. Invoices will be issued to the Client as a starting point when the majority of the ordered goods and services have been delivered, at the request of the Client, or at another time agreed between Lavendla and the Client.

The collection process involves additional fees for the Client. Lavendla reserves the right to sell, mortgage and otherwise pledge invoices and receivables to third parties.

Lavendla cooperates with the company Stripe, which provides payment solutions on our website. All payments you make on the website are therefore made through Stripe. On Stripe you can pay by card. 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.

Bookings not finalized on the Website will be invoiced directly by Lavendla (and not through Stripe) whereby the same payment terms that apply to Lavendla’s other services will apply to such invoices.

Personal data

Lavendla is the data controller for the processing of the personal data that you as a Client provide to us or that we otherwise collect or create in connection with the contractual relationship. Lavendla processes personal data, among other things, to be able to enter into an agreement with you, perform the services you have ordered and to administer the contractual relationship. Full information on how Lavendla processes personal data in connection with the fulfillment of the agreement and the provision of the services can be found in our privacy policy. As a natural person, you have rights linked to the processing of your personal data, e.g. you have the right to receive an extract of the personal data processed, you can read about the rights in the privacy policy.

Security measures

Lavendla uses so-called cookies when you visit the website. A cookie is a text-based data file that is stored on the user’s computer. The cookie helps us to report how our visitors use the web service, which is important for us in order 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 in your browser’s help pages. If you choose to prevent the storage of cookies, you will not be able to use parts of the Lavendla web service. Some functions and services will not work properly as the web service thinks you are a new visitor for each page you open. Read more about cookies in our cookie policy.

General information about the service

Lavendla’s counseling and therapy services (“Treatment” or “Treatments”) shall not be used in situations that require emergency mental health care or that require direct and urgent medical action. For such situations, the person in question should always contact 112 or the nearest emergency room within the general healthcare system.

Booking a specific coach or therapist can be done through our website. Before you can complete the booking, payment must be made. If you do not know which coach or therapist you would like to book, please fill in the contact form via our website or contact us by phone. After receiving the request, we will send you a quote that you must confirm for the booking to be finalized. Booking confirmation is always sent by email after the booking is completed.

In connection with the booking, you choose whether the treatment should take place physically at Lavendla’s premises, via a home visit, or remotely via video call or phone call.

Treatments are carried out by Lavendla staff or sub-consultants.

Video and telephone calls

For Treatment to be carried out by video or telephone call, you are responsible for having the necessary equipment (such as a telephone or computer), connection and connectivity (such as internet, mobile coverage, and telephone network) to receive telephone calls or connect to the video meeting. Any related costs, such as telephone calls or internet connection, will be borne by you.

In order to conduct video meetings, it is also required that your phone/computer has software and a browser that is compatible with the video call service we use, and that you provide your e-mail address to connect to the video meeting. Information on the video call service used is always provided before you finalize your booking. In good time before the scheduled Treatment, you will be sent a link to the email address you have provided, which you use to connect to the video meeting.

Booking conditions

Cancellations can be made up to 24 hours before the start time of the booked Treatment. Cancellation should be made to your therapist.

In case of late or no cancellation, you will be charged the full cost of the Treatment even if you do not show up.

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 scheduled time, we will immediately contact you to reschedule the time or offer you another therapist or coach.

Right of withdrawal

See below which right of withdrawal applies to each product or service. If you wish to exercise your right of withdrawal, you must notify us at [email protected] of this no later than the deadlines set out below. You can always choose to use the Swedish Consumer Agency’s withdrawal form to notify us that you want to exercise your right of withdrawal, the form can be found via the link below and it should be sent to Lavendla (not to the Swedish Consumer Agency) after being filled in by you https://publikationer.konsumentverket.se/kontrakt-och-mallar/angerblankett.

You have the right to cancel your booking of a Treatment within 14 days from the date of the agreement, i.e. from the date you received the order confirmation. However, this does not apply if the Treatment has already been carried out. You hereby agree that there is no right of withdrawal once the Treatment has been performed. To exercise your right of withdrawal, you must notify Lavendla in writing that you wish to exercise your right of withdrawal, the notification must have reached us within the above deadline.

If you exercise your right of withdrawal, Lavendla will refund any payment received from you. The reimbursement will be made without undue delay and no later than 14 days from the date on which we were notified of your decision to withdraw from the contract.

Complaints and claims

If the delivered product or service is faulty or damaged, you can complain about it, provided that the product or service is covered by the possibility to complain according to law. A prerequisite is that the complaint is made within 2 months from when the Client discovered or should have discovered the defect. The right to complain extends for three years. Please contact our customer service as soon as possible if you discover any defect and state your order number and the reason for the complaint.

If you have any complaints related to Lavendla’s services, please contact us using the contact details provided at the bottom of these terms and conditions.

Disputes

Swedish law applies to the agreements entered into with Lavendla. Should Lavendla and the Client not agree, any dispute shall be settled by a 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 follow ARN’s recommendations.

Confirmation of order

Once Lavendla has received your order, an order confirmation will be sent to the e-mail address provided with information about the order. Make a habit of always checking your order confirmation to make sure everything looks correct. If you have any questions, please contact our customer service immediately. It is good if you save the order confirmation to have at hand in case of contact with customer service. If you have not received an order confirmation, it may be because you have entered the wrong e-mail address, or that your e-mail provider has accidentally sorted this as spam. Please check the spam and/or contact us and we will send you a new order confirmation.

Reservation

We reserve the right to make price adjustments (such as changes in prices from our suppliers, currency changes), stock changes and possible technical errors in the web service, browser or server. If the price changes after your order has been confirmed, you will of course be able to change or cancel your order at no extra cost.

Prices

Prices are available on the website or are provided by quotation. Prices may vary depending on the coach or therapist booked. Prices on the website are subject to change, the price applicable at the time of your booking will always apply.

Contact us at

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

Phone: 0771-22 21 21
E-mail :[email protected]
Web: www.lavendla.se