General terms and conditions
Article 1 - Definitions
LiveLong: The private limited company LiveLong B.V. (Chamber of Commerce no. 95606572), established in Amsterdam, which provides intermediary services in the field of blood testing, health consultations, and personalized health advice.
Client: The natural or legal person who makes use of the services provided by LiveLong.
Service: The range of activities and products offered by LiveLong through its platform, including facilitating blood tests through external laboratories, providing digital access to results, offering interpretation tools, and — if selected — referring the client to an affiliated physician for an additional consultation.
Intermediary Service: The service through which LiveLong connects clients/service users with healthcare providers, without delivering healthcare itself or being responsible for the quality of the care provided.
Health Data: Personal data related to the client’s health obtained via blood tests, consultations, or other health services.
Agreement: Any agreement between LiveLong and the client in which LiveLong commits to providing intermediary services to the client.
Healthcare Provider: An independent, BIG-registered physician or other qualified medical professional consulted by the client through LiveLong. This healthcare provider acts independently and is not under the responsibility of LiveLong.
Article 2 – Applicability & Amendments
These general terms and conditions take effect on 1 June 2025 and apply to all quotations, offers, agreements, and deliveries of services by LiveLong, unless explicitly agreed otherwise in writing.
Deviations from these terms and conditions are only valid if expressly agreed upon in writing between LiveLong and the client.
LiveLong reserves the right to unilaterally amend these terms and conditions. Any changes will be communicated at least 14 days before they take effect, either via the platform or by email. If the client does not agree to the amended terms, they may terminate the agreement prior to the effective date.
Article 3 - Services
LiveLong solely provides intermediary services by connecting clients/service users and healthcare providers through its technological platform or other means of communication.
LiveLong does not itself provide healthcare or medical treatment and is not responsible for the quality, execution, or outcomes of the care delivered by the healthcare provider.
The client/service user and the healthcare provider are solely responsible for entering into a separate agreement and complying with the obligations arising from it.
LiveLong reserves the right to modify, improve, or discontinue the services offered, with appropriate notice to the client.
Article 4 - Health Data and Privacy
LiveLong processes personal data, including health data, in accordance with the General Data Protection Regulation (GDPR) and other applicable laws and regulations.
LiveLong is the data controller for personal data collected in the context of its platform services, except for medical records maintained by the independent physicians themselves. These fall under their own responsibility as healthcare providers.
The client explicitly consents to the processing of his/her health data by LiveLong for the purpose of providing its services.
LiveLong implements appropriate technical and organizational measures to protect the client’s personal data against loss or any form of unlawful processing.
LiveLong retains health data only as long as necessary for the purpose of processing, taking into account legal retention periods.
LiveLong ensures that personal data are stored within the European Economic Area (EEA), unless explicitly agreed otherwise with appropriate safeguards.
The client has the right at any time to access, correct, or delete his/her personal data in accordance with the GDPR.
Article 5 - Medical Responsibility
Health advice provided via the platform is intended as general guidance and never replaces a personal consultation with the client’s own (family) doctor. Clients are advised to always consult their treating physician in case of doubt or persistent complaints.
The client is solely responsible for consulting a healthcare professional for diagnosis, treatment, or further medical guidance based on the obtained health data.
Although LiveLong strives to provide accurate and reliable health data, it cannot be held liable for any direct or indirect damage resulting from the use of such data or advice.
LiveLong is not liable for any form of damage caused by the incorrect use of the provided data by the client.
Article 6 - Use of Technological Solutions
LiveLong provides access to a technological platform where clients can view their health data. LiveLong makes every effort to ensure that this platform is secure and user-friendly.
The use of the platform is at the client’s own risk. LiveLong is not liable for any damage resulting from technical malfunctions, data loss, or unauthorized access to the platform, except in cases of intent or gross negligence.
The client is responsible for keeping login credentials confidential and not sharing them with third parties. It is not permitted for third parties to use the client’s login credentials or account.
LiveLong is entitled to deny the client access to its platform and to terminate services (without being liable for any damages) in case (i) the client, after being given notice of default, fails to fulfill their obligations under the agreement or these general terms and conditions, or harms LiveLong’s legitimate interests, (ii) the client unlawfully uses or abuses the LiveLong platform, (iii) the client provides unauthorized third parties access to or use of the LiveLong platform, or (iv) the client is declared bankrupt, is granted suspension of payment, or is admitted to a debt rescheduling scheme under Dutch law.
Article 7 – Collaborations
LiveLong collaborates with accredited laboratories, medical professionals, and other parties to deliver its services. LiveLong is not liable for errors or omissions by third parties engaged in the execution of its services.
The client agrees that their health data may, in compliance with the GDPR, be shared with medical professionals or laboratories involved in the delivery of services.
Article 8 – Payment and Fees
The client owes a fee to LiveLong once an agreement is established between the client and a healthcare provider through LiveLong’s mediation, whether or not via the LiveLong platform.
The client is required to pay the agreed fee for LiveLong’s services in accordance with the invoice issued by LiveLong.
If the payment deadline is exceeded, the client is in default by operation of law, and LiveLong is entitled to charge statutory interest and collection costs.
If the client enters into an agreement via the LiveLong platform for the purchase of goods or services and cancels that agreement within the statutory 14-day withdrawal period (provided that the service was not rendered or the product was returned), the client will receive a full refund of the purchase price, including the LiveLong mediation fee, via LiveLong. In all other cases, the client remains liable for LiveLong’s mediation fee, even if the agreement between the client and the healthcare provider is canceled, dissolved, or terminated prematurely. Any refund for products or services from the healthcare provider will be handled directly by the provider.
LiveLong reserves the right to adjust its service fees periodically. Any changes will be communicated at least one month in advance.
LiveLong is entitled to suspend or terminate its services and deny platform access if the client, after having been given notice of default, fails to pay the fees due to LiveLong.
Article 9 – Liability
LiveLong is not liable for any direct or indirect damages, including consequential loss, loss of profit, or immaterial damage resulting from the use of its services, except in cases of willful misconduct or gross negligence.
LiveLong’s total liability is in all cases limited to the amount paid by the client for the relevant service.
LiveLong is not liable for damages resulting from errors, delays, or shortcomings by third parties, such as laboratories or healthcare providers, unless there is willful misconduct or gross negligence by LiveLong itself.
Article 10 – Intellectual Property
All intellectual property rights to texts, software, models, and visual materials on the platform are owned by LiveLong or its licensors.
The client is not permitted to copy, reuse, or distribute materials without prior written consent.
Article 11 – Force Majeure
In the event of force majeure—defined as any circumstance beyond LiveLong’s control that reasonably prevents performance—LiveLong has the right to suspend the service or dissolve the agreement without any obligation to pay damages.
Article 12 – Governing Law and Disputes
In the event of inconsistency between a translated version of these terms and the Dutch version, the Dutch version shall prevail.
All legal relationships between LiveLong and the client are governed exclusively by Dutch law.
Disputes arising from or related to these terms will be submitted to the competent court in Amsterdam.
Article 13 – Exclusion of Responsibility for Care
LiveLong is not responsible for providing medical care, advice, or treatments. Its service is limited to facilitating a platform or communication tools that connect clients and healthcare providers.
LiveLong performs verification but does not guarantee the qualifications or authorizations of healthcare providers. The verification is limited to the legally required registrations.
In the event of disputes between the client and healthcare provider, LiveLong will act as a mediator according to its complaint’s procedure. However, disputes should first be resolved directly between the parties without LiveLong’s involvement.
The complaints procedure is an integral part of these general terms and conditions and is available on LiveLong’s website. It will be provided free of charge upon request.