LUVVI CARE FAMILY APP TERMS OF SERVICE

1. ACCEPTANCE OF TERMS

Welcome to the LuvviCare Family App ("Family App," "App"). These Terms of Service ("Terms") are a legal agreement between you and Luvvi Health AG ("Luvvi Care," "Luvvi," "we," "our," or "us") governing your use of the Family App.

By creating an account or using the App, you agree to:

• These Terms of Service

• Our Privacy Policy

• All applicable laws and regulations

  
  

If you do not agree, do not use the App.

Important Note: The healthcare facility where your loved one is receiving care has authorized the use of this App. Your use is also subject to the facility's policies and procedures.

2. ABOUT THE LUVVI CARE FAMILY APP

2.1 Purpose

The Family App creates a secure connection between families and their loved ones receiving care in healthcare facilities, including:

• Neonatal and Pediatric Intensive Care Units (NICU/PICU)

• Long-term care facilities

• Rehabilitation centers

• Mental health facilities

• Hospice and palliative care centers

  
  

2.2 Not a Medical Service

IMPORTANT MEDICAL DISCLAIMER:

• The App facilitates communication but does NOT provide medical services

• Information shared through the App does not replace professional medical consultation

• For medical emergencies, contact emergency services or your care team directly

• Medical decisions should only be made with qualified healthcare providers

  
  

3. ELIGIBILITY AND ACCOUNTS

3.1 Age Requirement

You must be at least 18 years old to create an account. By using the App, you represent and warrant that you are 18 or older.

3.2 Account Registration

To use the App, you must:

• Be authorized by the healthcare facility as a parent, legal guardian, or approved family member

• Provide accurate, current, and complete information

• Verify your identity through SMS authentication (OTP)

• Maintain the security of your account credentials

  
  

3.3 Authorization Levels

The healthcare facility determines:

• Who can access patient information

• What information is shared

• Communication permissions

• Feature availability

  
  

3.4 Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials

• All activities under your account

• Immediately notifying us of unauthorized access

• Ensuring your phone number remains current for SMS authentication

  
  

4. PERMITTED USE

4.1 You May Use the App to:

• Receive updates about your loved one's care

• View photos and videos shared by the care team

• Participate in video calls and livestream sessions

• Record and share audio content (lullabies, stories, voice messages)

• Track care metrics (for NICU: feeding, growth, milestones)

• Access educational resources

• Communicate with the healthcare team as permitted
  
  

4.2 Use Restrictions

You agree NOT to:

• Share login credentials with unauthorized persons

• Attempt to access information about other patients

• Use the App for any unlawful purpose

• Bypass security features or authentication requirements

• Screenshot, record, or share other patients' information

• Harass, abuse, or threaten healthcare staff

• Post inappropriate, offensive, or harmful content

• Impersonate another person

• Use automated systems or bots

• Reverse engineer or attempt to access source code

• Violate any applicable laws or regulations
  
  

5. CONTENT AND COMMUNICATIONS

5.1 Healthcare Facility Content

Content provided by healthcare providers through the App:

• Remains the property of the healthcare facility

• Is shared under their medical records policies

• May be part of the official medical record

• Is subject to healthcare privacy laws
  
  

5.2 Your Content

When you create content (recordings, photos, messages), you:

• Retain ownership of your personal content

• Grant us a license to transmit and store it for App functionality

• Grant the healthcare facility rights to include it in the medical record where applicable

• Are responsible for ensuring content is appropriate and lawful
  
  

5.3 Audio Care Content

By using Audio Care features:

• You may record lullabies, songs, and stories for therapeutic use

• Your recordings may be played at your loved one's bedside

• You consent to the healthcare facility using recordings for your loved one's care

• You may delete your recordings at any time (subject to medical record requirements)
  
  

5.4 Communication Guidelines

All communications should:

• Be respectful and appropriate

• Focus on your loved one's care

• Comply with facility policies

• Not include other patients' information
  
  

6. PRIVACY AND DATA PROTECTION

6.1 HIPAA Compliance

We operate as a Business Associate under HIPAA, which means:

• We protect health information according to federal law

• We only use information as permitted by our agreement with healthcare facilities

• We report any security incidents according to legal requirements
  
  

6.2 GDPR Compliance

For users in the EU/UK/Switzerland:

• We comply with GDPR requirements

• You have specific rights regarding your personal data

• See our Privacy Policy for details
  
  

6.3 Your Privacy Obligations

You agree to:

• Respect the privacy of other patients and families

• Not share or post other patients' information

• Keep your loved one's medical information confidential as appropriate

• Understand that some content may become part of the medical record
  
  

7. INTELLECTUAL PROPERTY

7.1 Our Intellectual Property

The App and its original content (excluding user content and facility content) are owned by Luvvi Care and protected by intellectual property laws, including:

• App design and functionality

• Luvvi Care trademarks and logos

• Educational content we create

• Software and source code
  
  

7.2 Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to use the App for its intended purpose.

7.3 Feedback

If you provide feedback or suggestions, you grant us the right to use them without compensation or attribution.

8. VIDEO AND LIVESTREAMING

When participating in video features:

• Only authorized family members may join

• Recording of video sessions may be prohibited

• Healthcare facility policies govern video use

• Technical quality depends on network conditions

• Sessions may be monitored for safety and quality
  
  

9. DISCLAIMERS

9.1 Service Availability

THE APP IS PROVIDED "AS IS" AND "AS AVAILABLE." WE DO NOT GUARANTEE:

• Uninterrupted or error-free operation

• Availability at all times

• Compatibility with all devices

• Accuracy of all information
  
  

9.2 Medical Disclaimer

WE ARE NOT RESPONSIBLE FOR:

• Medical care decisions or outcomes

• Accuracy of medical information provided by healthcare facilities

• Healthcare provider communications or lack thereof

• Treatment decisions or medical advice
  
  

9.3 No Warranties

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING:

• MERCHANTABILITY

• FITNESS FOR A PARTICULAR PURPOSE

• NON-INFRINGEMENT
  
  

10. LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

WE SHALL NOT BE LIABLE FOR:

• Indirect, incidental, special, or consequential damages

• Loss of data, profits, or goodwill

• Emotional distress (except where prohibited by law)

• Medical outcomes or care decisions

• Acts or omissions of healthcare providers
  
  

OUR MAXIMUM LIABILITY SHALL NOT EXCEED: The amount you paid for the App in the past 12 months or $100, whichever is greater.

11. INDEMNIFICATION

You agree to defend, indemnify, and hold harmless Luvvi Care from any claims arising from:

• Your violation of these Terms

• Your misuse of the App

• Your content or communications

• Your violation of any laws or third-party rights
  
  

12. CHANGES AND UPDATES

12.1 App Updates

We may update the App to:

• Add new features

• Fix bugs

• Improve security

• Comply with legal requirements
  
  

12.2 Terms Updates

We may modify these Terms with:

• 30 days notice for material changes

• Immediate effect for legal compliance

• Notification through the App or email

Continued use after changes constitutes acceptance.

13. TERMINATION

13.1 Your Right to Terminate

You may stop using the App and close your account at any time.

13.2 Our Right to Terminate

We may suspend or terminate your access if you:

• Violate these Terms

• Misuse the App

• Pose a security risk

• Are no longer authorized by the healthcare facility
  
  

13.3 Healthcare Facility Termination

The healthcare facility may revoke your access based on:

• Discharge of your loved one

• Change in authorization status

• Facility policies
  
  

13.4 Effect of Termination

Upon termination:

• Your access to the App ends

• Some content may be retained as part of medical records

• Certain provisions of these Terms survive
  
  

14. DISPUTE RESOLUTION

14.1 Informal Resolution

Please contact us first at support@luvvicare.com to resolve disputes informally.

14.2 Arbitration Agreement

If informal resolution fails, disputes shall be resolved through binding arbitration in [Location] under [Arbitration Rules].

This agreement does not apply to:

• Disputes you may have with the healthcare facility

• Medical malpractice claims

• Injunctive relief for intellectual property violations
  
  

14.3 Class Action Waiver

You agree to bring claims only in your individual capacity.

15. GOVERNING LAW

These Terms are governed by the laws of [Switzerland/Jurisdiction], without regard to conflict of law principles.

Note: Your relationship with the healthcare facility is governed by separate agreements and applicable healthcare laws.

16. SPECIAL PROVISIONS

16.1 California Residents

You may have additional rights under California law. See our Privacy Policy for CCPA rights.

16.2 EU/UK/Swiss Residents

You have specific rights under GDPR. See our Privacy Policy for details.

16.3 Sponsored Accounts

If your App access is sponsored by a charitable organization:

• Sponsor branding may appear in the App

• No personal data is shared with sponsors

• Donation links connect directly to sponsor sites
  
  

17. ACCESSIBILITY

We strive to make the App accessible to all. For assistance:

• Email: security@luvvi.com
  
  

18. CONTACT INFORMATION

Customer Support: Email: support@luvvicare.com

Privacy Concerns: Email: privacy@luvvicare.com

Security Issues (24/7): Email: security@luvvicare.com

Legal Matters:
Luvvi Sarl
Nyon Business Park

Route de Crassier 7

1262 Eysins

19. SEVERABILITY

If any provision is found unenforceable, the remaining provisions continue in full effect.

20. ENTIRE AGREEMENT

These Terms and our Privacy Policy constitute the entire agreement between you and Luvvi Care regarding the App.

21. ACKNOWLEDGMENT

BY USING THE APP, YOU ACKNOWLEDGE THAT:

• You have read and understood these Terms

• You agree to be bound by these Terms

• You are at least 18 years old

• You are authorized to access the patient's information
  
  

22. SPECIAL NOTE FOR FAMILIES

We understand that having a loved one in medical care can be stressful. The App is designed to help you stay connected during this challenging time. If you need support using the App, please don't hesitate to contact us.

Remember:

• Your care team is your primary source for medical information

• The App supplements but doesn't replace direct communication

• We're here to help facilitate your connection with your loved one
  
  

Version: 1.0

Last Updated: January 02, 2026

Effective Date: January 02, 2026

Thank you for trusting Luvvi Care to help you stay connected with your loved one.