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Legal

Terms of service

These terms summarise the agreement between you and Luv Health. The binding version, including any practice-specific terms, is the one you accept during sign-up; it is stored with your account along with the date you accepted it.

What Luv Health is

Luv Health is a communication and access platform. It helps you reach your physician's practice, share information with them, and schedule visits. Clinical care is provided by your physician and their practice — not by Luv Health.

Not an emergency service

Luv Health is not monitored continuously and must not be used for emergencies. If you believe you are having a medical emergency, call 911 or go to the nearest emergency department.

The assistant

Luv's assistant collects and organizes information. It does not practise medicine, and nothing it says is medical advice, diagnosis or treatment. Only your physician's replies carry clinical weight.

Your account

  • Give accurate information and keep it current.
  • Keep your password private; you're responsible for activity under your account.
  • Accounts are for one person. Don't share a login.
  • Use Luv lawfully and don't attempt to access anyone else's information.

Membership and billing

  • Pricing, benefits, renewal and cancellation terms are set by your practice and shown before you pay.
  • Membership is not insurance and does not cover the cost of care.
  • Renewals occur automatically when a plan is set to auto-renew; you can turn this off in Settings.
  • Refunds follow your practice's stated policy.

Response expectations

Each practice publishes a response target. Targets are commitments to effort, not guarantees of a specific reply time, appointment slot or clinical outcome.

Ending the relationship

You can cancel at any time from Settings. We may suspend an account for misuse, non-payment, or where continuing would be unsafe. Your medical records remain with your practice under their retention obligations.

Changes

When these terms change materially, we'll ask you to accept the new version. Prior acceptances are kept intact and are never overwritten.