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Terms and Conditions

Welcome to the Lifekeys online health service (the "Service"). The Service is offered by Lifekeys AS ("Lifekeys", "we", "us", and "our") together with our employees and our network of psychologists ("Psychologists"). Please read the following Terms and Conditions carefully before using the Services. By using the Service, registering in the Service and / or by clicking on an "I Accept" or similar button and / or by using, installing, accessing or registering in the Service (or any application forming part of the Service), you agree to these Terms and Conditions and our Privacy Policy (hereinafter referred to as the "Agreement") and acknowledge that you have read and understood the Agreement, and that you agree to be bound by these agreements.

The Agreement sets the legally binding terms that apply when you use the Service, regardless of how you accessed and / or used it, whether through a PC, mobile device or otherwise. Please keep in mind that the Agreement constitutes an agreement between you and us and define what rights and responsibilities you have with respect to the Service.

If you do not accept this Agreement, please do not use the Service.

THE SERVICE IS NOT IN ANY CIRCUMSTANCE INTENDED TO BE USED IN ACUTE MEDICAL OR PSYCHIC / PSYCHIATRIC EMERGENCY OR EMERGENCIES. If you think or believe you are in such a situation, we strongly recommend that you call the local emergency number where you are, or go to the emergency room.

You warrant that you have the right, authority and ability to accept and abide by this Agreement and that you have read and understood the Agreement in full without any impairment due to (but not limited to) mental disorder, intoxication, medication or other health problems or something that can impair your ability to assess. Your use of the Service constitutes your consent to the Agreement. If you do not accept or understand the Agreement, we do not recommend you to use, install, access or register with the Service (including any software or application that forms part of the Service). If your consent to this Agreement is required in connection with or after installing any software or application that is part of the Service and you do not agree to the Agreement.

1. Definitions

1.1 The following terms have the following meanings when used with a capital-first letter:

Agreement means these Terms and Conditions and the Privacy Policy;

Applicable Law means any law, regulation, judgment, legal principle or other legally binding requirement or rule of any governmental authority in any jurisdiction applicable from time to time;

Client, you, yours means the individual, organisation or company ordering the Services;

Client Data means any data, information or material provided to Lifekeys or submitted by or on behalf of you or any User under the Agreement, including but not limited to employee data held in the Services;

Consultation means the Services provided by Psychologists to assess, advise and assist Users in a booked session;

Data Processing Agreement means the document found on this site detailing Lifekeys' data processing agreement, in force from time to time including any such revisions;

Intellectual Property Rights means all intellectual property rights of any description, including without limitation, inventions, patents, trademarks, domain names, trade names, designs, copyrights (including rights in computer software), neighbouring rights and database rights whether registered or not, including applications for the registration of such rights and the right to apply for such registration, and forms of protection of a similar nature anywhere in the world;

Lifekeys, we, us and our means Lifekeys AS, Fjøsangerveien 215, 5073 Bergen, Norway, organisation number NO 919 444 479, our employees and our network of Psychologists;

Lifekeys Technology means all proprietary technology used in delivering the Services (including the software, hardware, products, processes, algorithms, user interfaces, know-how, techniques, designs and other tangible or intangible technical material or information) made available to you by Lifekeys in providing the Services;

Mental Health Check, MHC means the inbuilt self-test Service that gives Users an in-depth look into their own mental health and well-being;

Privacy Policy means Lifekeys’ privacy policy found on this site, in force from time to time including any such revisions;

Psychologists means our network of licensed psychologists who are independent providers and are neither our employees nor agents nor representatives;

Pulse(s) means our User survey and reporting tool Service;

Service/Services means the online mental health services developed, operated, maintained and provided to you by Lifekeys through the Site pursuant to the Agreement;

Security Policy means the document detailing Lifekeys' security policy found on this site, in force from time to time including any such revisions;

Site collectively means lifekeyshealth.com, lifekeys.no, lifekeys.is or any other site from where Lifekeys makes the Services available;

Terms and Conditions means this document;

User(s) means your officers, employees, representatives, consultants, contractors or agents who are authorised to use the Services and have supplied user identification; and

User Account means a personal account with access to the Service created by a User.

2. Scope and applicability of the Agreement

2.1 This Agreement governs the use of Lifekeys Technology and properties owned and controlled by Lifekeys, including the Site, as well as the Service available to users through the Site.

3. The Service

3.1 Registration

3.1.1 An individual registers as a Lifekeys User by creating a User Account and uses that account to book a session to see a Psychologist and/or use other Services provided on the Site. These Services may include a combination of the Mental Health Check, courses, exercises and Pulses. The Services may also be used for self-monitoring purposes.

3.1.2 Use of the Service requires pre-registration and compliance with these Terms at all times. You must be at least sixteen (16) years of age to register and use the Service. The Service is for personal use only.

3.1.3 You warrant that you will use the Service in accordance with all applicable laws and regulations. The Service is not permitted in jurisdictions where the Service or any part of it may violate any laws or regulations. You agree not to access or use the Service in such jurisdictions. You agree not to provide inaccurate, misleading or inaccurate information in connection with your use of the Service. If the information you have provided to us eventually becomes inaccurate, misleading or inaccurate, you should immediately notify us of the changes.

3.1.4 We reserve the right to require our approval of a registration, either in advance or afterwards. We have the right to refuse registration, for any reason. Registration can be restricted, for example, in terms of territory.

3.1.5 You agree that you will not create more than one Account, or create an Account for anyone other than yourself without first receiving permission from the other person. In exchange for your use of the Service and, if applicable, in order for providers to send notices to you, you agree to provide true, accurate, current and complete information about yourself as prompted by our Account enrollment form (understanding you may use an anonymous user name or nickname after you provide certain personal and emergency Contact Information). Lifekeys will not be liable for any loss that you incur as a result of someone else accessing and using your Account, either with or without your knowledge.

3.1.6 You must provide the email address and telephone number to which you wish Lifekeys to send confirmation, reminder and other messages from time to time. You confirm and accept that the specified contact information can be used by Lifekeys to contact you via mail and note mailing with information and offers. You have the right to deregister specifically for this communication.

3.2 The Psychologists and Counselling Services

3.2.1 By using the Consultation Service, you agree that consultations and assessments are conducted by means of an audio or video call delivered by Lifekeys. The User can describe his or her condition to the Psychologist in more detail during the Consultation. Based on the User’s information, the Psychologist suggests appropriate treatment to the User.

3.2.2 Lifekeys offers sessions with Psychologists to Users at the level of primary care. This therefore corresponds to the level of care offered at a medical centre, health centre or similar. For this reason, Lifekeys cannot offer care that requires specialist expertise in psychiatry. This means that in the case of obtaining information on such a situation, Lifekeys' Psychologists are entitled to discontinue treatment/sessions with Users who are deemed to be at the wrong level of care.

3.2.3 In connection with the use of the Service, the Psychologist may consider that a closer examination, physically and/or psychologically, may be necessary. In such cases, the Psychologist will recommend that the User consult his or her physician/GP.

3.2.4 A User cannot obtain any type of prescription through the Service or from a Psychologist. In case of requests for medical assessment and/or prescriptions, the User is advised to contact his or her physician/GP.

3.2.5 We require every Psychologist providing Consultation Services on the Platform to be an accredited, trained, and experienced licensed clinical Psychologist. Psychologists must have a relevant academic degree and experience in their field and have to be qualified and certified by their respective professional board after successfully completing the necessary education, exams, training and practice requirements as applicable.

3.2.6 The Psychologists are independent providers who are neither our employees nor agents nor representatives. The Platform's role is limited to enabling the Consultations while the Consultations themselves are the responsibility of the Psychologist who provides them. If you feel the Consultations provided by the Psychologists do not fit your needs or expectations, you may change to a different Psychologist who provides services through the Platform.

3.2.7 While we hope the Consultation Services are beneficial to you, you understand, agree and acknowledge that they may not be the appropriate solution for everyone's needs and that they may not be appropriate for every particular situation and/or may not be a complete substitute for a face-to-face examination and/or care in every particular situation.

3.2.8 Lifekeys is only a technical service provider of the consultation provided by the Psychologist, and Lifekeys shall not, in any respect, be regarded as a Consultation provider. The agreement concluded between you and Lifekeys is therefore only to be considered as a service agreement for the provision of a technical solution.

3.2.9 Lifekeys is not responsible for the consultation, information or recommendation provided by the Psychologist in the consultation session.

3.2.10 In order to receive approval to practice with Lifekeys, the psychologists must be found to be in compliance with the policies and procedures of Lifekeys, federal and state guidelines, and must receive written approval from Lifekeys. This verification process includes, but is not limited to relevant experience and qualifications psychologists need to be approved of.

3.3 Consultation prices and payment

3.3.1 Creating a user account with Lifekeys is free. Psychologist consultations through the Service are subject to a fee. Fee depends on the length of consultation. As of today, Lifekeys offers consultations per 50 minutes with different prices. In addition, 5 and 10 consultations (a 50 min) packs are also offered at discounted rates. The fee may change from time to time, and the applicable fee will always appear in the Service before accessing a payment option and the Service. See the Website for updated prices. If you use a discount coupon or where the cost of the consultation is covered by insurance or other agreements with the organisation and / or the employer, the price may be lower, or the consultation may be free of charge.

3.3.2 Video consultation will last for 50 minutes. You are responsible for being ready to use the login service when the consultation begins. The Service cannot be held responsible for the optimal functioning of your internet connection or technology required to use the Service. Nor can the Service assume responsibility for your device having the correct and up-to-date browser according to the information sent to you in advance of the consultation. An updated list of accepted browsers can be found on the homepage. You are not entitled to any refunds of the fee if such is the case. If you arrive more than 10 minutes late, without a prior notice, the session will be cancelled and charged in full.

3.3.3 Please note that using the Service requires Internet access, which may be subject to additional fees from your carrier.

3.3.4 The order is not valid until the payment is registered on the specified payment card. Current fees are charged to you, and payment is due before each psychology consultation. When purchasing consultations or consultation packages, the card will be charged immediately. By agreeing to these terms, you consent to us charging you through the payment method (s) available in the Service.

3.3.5 Your payment terms will depend on your chosen payment method and may be subject to agreements between you and the financial institution, credit card issuer or other providers of the selected payment method.

3.3.6 Consultation cancellation

3.3.6.1 Cancellation or rescheduling of the consultation can be made free of charge up to 24 hours before the consultation is to be held.

3.3.6.2 If it is less than 24 hours until the scheduled consultation, the session will be charged in full.

3.3.6.3 If you cancel 24 hours before the scheduled consultation, you have the opportunity to get a new credit or be refunded the amount. To cancel a consultation, visit your profile and click the "Cancel" button next to the consultation you wish to cancel. To edit a consultation, first cancel the one you wish to change and then book a new one. Note that same rules apply as in case of cancellation - consultations cannot be edited less than 24 hours in advance.

3.3.6.5 Upon a request that the amount should be reimbursed, and the claim satisfies the terms set forth herein, Lifekeys will be responsible for the reimbursement. However, this does not apply if it is your third cancellation in a row: In such a case the session will be charged in full.

3.3.7 Consultation refunds

3.3.7.1 You have the right to withdrawal. You must contact our Customer Service at contact@lifekeyshealth.com within the period of 14 days from your purchase to exercise this right, albeit with the following limitations:

  • The purchase to be refunded must be a valid order as defined in §3.3.4;
  • The right to withdrawal does not apply to cancellations as defined in §3.3.6;
  • If you purchased a single consultation and this consultation has begun and ended with your agreement before the expiry of the right of withdrawal, then your purchase will not be refunded;
  • If you purchased a consultation package and have received one or more consultations within the right to withdrawal period, then the full price of these consultations will be deducted from the package price to be refunded;

3.3.8 Any breach of the Service or other malfunctions in the Service or on the Lifekeys website should be reported to Lifekeys Customer Service at contact@lifekeyshealth.com immediately. This can be done at all hours.

3.4 Subscription

3.4.1 We provide a variety of subscription billing options to cater to your needs: monthly, semi-annually, and annually. When you select a subscription, you are opting for a recurring Membership Service. You acknowledge that these paid services involve automatic, recurring payments, and you are responsible for all recurring charges until you decide to cancel your membership.

3.4.2 You have the freedom to cancel your subscription at any time and for any reason. To avoid the next billing cycle, it's crucial to cancel your subscription before it renews. You can easily do this within your profile on our platform. Alternatively, you may send an email to Lifekeys at contact@lifekeyshealth.com to express your intention to cancel your subscription.

3.4.3 As part of your subscription, we provide you with credits that can be used for sessions, whether they are conducted via phone, video, or consultations regarding test results. These credits expire at the end of your subscription unless they are utilised before its cancellation or termination.

3.4.4 In the event that your psychologist/therapist cancels an appointment after you have already cancelled your paid subscription, you have the option to reuse and rebook your session.

3.4.5 Please note that we reserve the right to modify our subscription offerings or adjust the prices of our services. Any alterations to your membership services will be communicated to you with sufficient notice.

3.4.6 For those interested in our services, we occasionally offer free trials. Upon the conclusion of a free trial, a paid membership will commence, and you will be duly notified.

3.5 This Agreement and other information concerning Lifekeys Services are available on the Site.

4. Copyright

4.1 These Terms only transfer the right to use the Service as long as these Terms and the specified license(s) apply, and they do not transfer any rights to ownership of or to the Service. All rights, ownership, interests, including without limitation any copyright, patent, trade secret or other intellectual property right in the Service shall remain our sole property. All services provided to you under these Terms, and any other information or material prepared in connection with the performance of such services, and all rights, ownership and interests therein, shall belong to us.

5. Services provided by third parties

5.1 The Service may disseminate information from third-party services or provide links to such services. Lifekeys is not responsible for any third-party services, the information they provide, their negligent actions or omissions including (but not limited to) any related products, practices, terms or policies, and we will not be liable for any damage or loss caused by any Third Party Content. We have no responsibility for the creation of any such Third Party Content.

6. Prohibited actions for the user

6.1 You agree and commit not to make any use of the Platform for the posting, sending or delivering of either of the following:

  • Illegal access and use of the Service in an illegal or unlawful manner;

  • Transmission of data, material, content or information that is defamatory, derogatory, obscene, unlawful, harassing, privacy invading, abusive, threatening, vulgar, racist, fraudulent, false or potentially harmful content or in violation of the ownership or the copyrights of another person or which are otherwise illegal;

  • Transmission of viruses, malware or other malicious codes to the Service;

  • Unsolicited email and/or advertisement or promotion of goods and services;

  • Modification, reverse engineering or other service manipulation; and

  • Obstruction or disruption of Service.

6.2 To ensure the integrity of the Service, we reserve the right, at any time and in our sole discretion, to exclude certain users from the Service.

7. Privacy and security

7.1 Your privacy and protection of your personal information are very important to us. For a more in-depth description of how we collect and use your personal information, please read our Privacy Policy available on the Website and familiarize yourself with the choices you have regarding how Lifekeys collects and uses your personal information.

7.2 In addition to what is stated in the Privacy Policy, you agree not to provide Lifekeys inaccurate personal information or create a user account for anyone other than yourself.

7.3 By using the Service, you consent to the collection and use of certain information about you and your use of the Service in accordance with our Privacy Policy, and applicable privacy laws and regulations.

7.4 You are responsible for the security of your own devices, systems, login information and actions. Please remember that you must protect passwords and other login information associated with your Account in the Service, and you are fully responsible for any use of the Account with your password.

8. Limitation of Liability

8.1 Your access to and use of the Service is at your own risk. You understand and agree that the Service is made available to you on an "as is" and "as it appears" basis. Each Lifekeys Psychologist is self-employed and is responsible in every respect for the health work performed. The Lifekeys psychologist is solely responsible for the health care that he/she provides. The user is consequently obliged to indemnify Lifekeys for any claim raised as a result of the performance of the Psychologist.

8.2 You should not use the Service in medical or mental/psychiatric crisis situations, and Lifekeys assumes no responsibility for such use of the Service or other use of the Service in violation of these Terms and other documents referred to herein. You agree that should your condition change or your symptoms worsen, you should contact your emergency room immediately.

8.3 Lifekeys and the psychologists who provide services through the Service assume no responsibility for legal or financial incidents or results related to services obtained through use of the Service.

8.4 We assume no responsibility for the content that you publish in the Service. You are therefore solely responsible for the information you provide to the Service, including information you provide during the consultation.

8.5 All content that is published on the Website or which is otherwise published in the Service outside of what constitutes the psychological consultation is not intended to replace the health care of a psychologist or other health care professional. This information should only be used as general health information and should not be viewed as a definitive recommendation to perform a specific action, advice or treatment.

8.6 While we make commercially reasonable efforts to ensure the Platform's reliability and accessibility, you understand and agree that no platform can be 100% reliable and accessible. Therefore, we cannot guarantee that the access to the Platform will be uninterrupted or that it will be accessible, consistent, timely or error-free at all times. We assume responsibility for any interruption in the Service or on the Website that is within our control and that is reported by you immediately without a delay in accordance with the above paragraph. We assume no responsibility for any disruptions or malfunctions in the Service unless required by applicable laws and regulations.

8.7 To the fullest extent permitted by applicable laws and regulations, we and our subsidiaries, consultants, psychologists, affiliates, employees, partners and licensors shall not be liable for any direct, indirect, incidental, consequential or punitive damages, including and not limited to medical injury, personal injury, wrongful death, inaccurate diagnosis, inaccurate information, malpractice, loss of data, loss of use, loss of anticipated funds, expenses incurred and negative contract interest, costs of procuring replacement goods or services, loss of goodwill, or other intangible losses resulting from (i) your access to or use of or your lack of access or use of the Service; (ii) the behaviour or content of any third party in the Service; (iii) content and / or information acquired through the Service or any reliance on the Service or any part thereof, with the exception of the Psychological Consultations; and (iv) unauthorised access, use or alteration of any material or content, whether based on warranty, contract, liability (including negligence) or other legal theory, whether or not we knew or ought to know the possibility of such damages.

9. Indemnification

9.1 You agree to indemnify us for any claim, including attorney's fees, made by a third party for or through your infringement of these terms, or your violation of any law or violation of any third party's rights. Nothing in these Terms shall be deemed to exclude or limit your liability with respect to the indemnity you provide under these Terms.

9.2 Lifekeys does not indemnify as a result of a strike, fire, government, labour disputes, accidents, errors or delays of subcontractors, shutdowns in public communication systems or other circumstances beyond Lifekeys' control and which Lifekeys is not expected to expect and the consequences of which Lifekeys could not reasonably avoid or overcome.

10. Waiver and Breach

10.1 Our failure to exercise a right under this Agreement shall not constitute or be deemed a waiver or loss of such right in the future. If for any reason, any provision under the Agreement is deemed invalid or unenforceable in a court or quorum, the remaining provisions of the Agreement shall continue in full force and effect.

11. Debt laws and dispute resolution

11.1 Norwegian law, without regard to or application of its provisions on conflict of law, shall apply to these Terms, and any claim, any right of prosecution or dispute arising from these Terms shall only be brought before Norwegian courts. You hereby consent to the jurisdiction and venue of these courts and waive the right to claim inappropriate venue.

12. Change of function and conditions

12.1 Lifekeys reserves the right to make changes to the Services offered on its Site. The service provided in the applications including for example layout, content, features or functions may change and can mean that the Agreement is affected. When the development of new Services affects these terms and conditions, the User will be informed of these changes on his account on the Platform and / or by e-mail and may be invited to consent to the modification of the General Terms and Conditions.

12.2 This Agreement, which may be updated from time to time, shall apply from their acceptance by the User, for the duration of the User’s use of the Service or until the closure of their account by Lifekeys under the termination provisions in section 13. The general conditions applicable at any given time are available in the Site.

12.3 In the event of refusal of the Agreement, the User expressly acknowledges that he will not be able to access the Services offered via the Site.

12.4 Occasionally we will / may change the Terms and Conditions. We therefore recommend that you regularly check this document. If material changes are made to the Agreement, we will inform you of this and ask you to agree to it again. If you continue to use the Service, you agree to any such change.

13. Period and termination

13.1 We reserve the right to terminate the Service or to change the Service at any time, at our sole discretion and without notice. Notwithstanding anything to the contrary in these Terms, we may, at our sole discretion, terminate or repeal your access to the Service and/or your User Account at any time. Upon termination, all terms that have the capacity to survive termination of these Terms shall be deemed to survive such termination.

13.2 You also have the option to delete your user account. Upon deleting a user account, all information contained in the Service and in the user account will be deleted unless Lifekeys is obliged to store part of the information. More information on this can be found in the Privacy Policy.

14. Contact and communication

14.1 The Service is operated and offered by Lifekeys. If you have any questions regarding these Terms, please contact us at contact@lifekeyshealth.com.