General Terms and Conditions (GTC)

This summary in plain language is non-binding. It is only meant to provide an overview. Only the following text is binding.

These Terms apply when you use Love Your Life. Love Your Life organises and supports treatments; you are treated by doctors and clinics.

You pay only for services that we actually perform. Before each booking, you see the total amount including all surcharges.

You pay an advance payment invoice within 14 days. We remind you beforehand. If payment is not made, the case is closed.

If a provider on site has performed a service for you, it can post the amount to your portal. You see who is charging what and for what, and you pay online. There are no dunning notices for this.

You can cancel appointments and assignments free of charge up to certain deadlines. If you do not appear without having cancelled, you generally have to pay for the appointment.

Credit from “Customers invite customers” and voice credit are not paid out. They expire after the stated periods.

Love Your Life is not an emergency service. In an emergency, call the emergency number immediately.

You can terminate your account at any time. In addition, you have a statutory right of withdrawal.

You pay all costs of your treatment in advance via the platform. If the treatment costs less, we refund the difference. Additional costs arise only with your consent or in the event of a complication; you also pay them via the platform. For good cause, for example in the event of serious illness or refusal of the visa, you can withdraw from a treatment. After acceptance of the cost estimate, we change your doctor or your clinic only with your consent.

These General Terms and Conditions (the “Terms”) govern the contractual relationship between BGGI GmbH, Rostocker Straße 43, 53117 Bonn, registered in the commercial register at Amtsgericht Bonn under HRB 26753 (“BGGI” or “we”), and the patients who use the “Love Your Life” platform, a brand of BGGI GmbH, as well as the persons acting on their behalf, such as legal representatives or heads of the family in the family tariff (“you”).

They apply in both fields of the platform, medicine and beauty, and irrespective of whether you use the platform in the browser or in a phone app.

The subject matter of these Terms is the use of the platform and the organisation and support of international medical treatments and aesthetic procedures by BGGI, in Germany and in any other country that you state as the place of treatment with city and country when opening a case.

BGGI itself does not provide medical treatment or aesthetic procedures and does not give medical advice. Medical decisions are made exclusively by the treating doctors, clinics, hospitals and beauty centres. The treatment contract is concluded directly with them; BGGI does not become a party to the treatment contract. They alone are responsible for the diagnosis, indication, information of the patient, performance and result of a treatment or procedure.

BGGI is neither an insurer nor an insurance professional acting for policyholders (Versicherungsmakler); § 30 applies to enquiries about a travel health insurance, § 30b to the complication insurance.

In addition to these Terms, the Use and Service Agreement for Patients and the terms listed in § 43 apply.

BGGI organises and supports international medical treatments and aesthetic procedures. To this end, BGGI performs the following services: making the platform available; case intake, the preparation of medical documents and the presentation of your case to suitable doctors, clinics, hospitals and beauty centres; case support and care support, in particular the coordination of appointments and communication with those involved; translation and interpreting services, by machine or by interpreters whom BGGI books for you; visa and travel organisation, in particular letters of invitation, visa assistance, transfer, assistance with accommodation and the booking of flights and hotels (§ 30a); the selection, booking and coordination of supporting services of third parties, such as accompaniment, journeys, patient transport, services of care partners and pharmacies as well as the forwarding of enquiries about travel health insurance; and the administration and invoicing of the services of your case.

Supporting services — in particular interpreting, accompaniment, journeys, patient transport, accommodation, delivery and services of care partners — are performed by the respective service providers and partners on their own professional responsibility. In this respect, BGGI owes the careful selection, booking, coordination and invoicing, not the specialist service itself. You book assignments of interpreters, drivers and accompanying persons with BGGI; BGGI engages the service providers in its own name, and the contract for the assignment exists between you and BGGI. § 38 governs who owes which service and how BGGI is liable.

For an assignment on site, BGGI sends requests to drivers and interpreters whose area of operation covers the place of assignment. For a personal interpreter in a video consultation, BGGI sends requests, regardless of location, to persons who speak both your language and the language of the doctor. The assignment is taken by whoever accepts first; if nobody accepts, BGGI continues to seek to fill it.

The platform has two separate fields: medicine and beauty. When opening a case, you first choose the field; after that, you see only the specialties, questionnaires and providers of that field.

The field of beauty comprises aesthetic procedures and treatments that are not primarily medically indicated, such as nose correction, liposuction, hair transplantation, dental aesthetics or fillers. The catalogue in the portal shows which procedures are offered.

The questionnaire in the field of beauty asks about the desired result, previous procedures, expectations and recovery time as well as pre-existing conditions and medication, insofar as they concern the procedure. It may allow photos to be uploaded. Photos are processed only with your express consent and passed on only to the providers to whom your case is presented.

BGGI organises aesthetic procedures without medical indication only for persons of full age.

The treating hospital or the treating doctor informs you about the suitability, risks and alternatives of a procedure; you are given sufficient time for your decision. BGGI does not promise any particular result.

If a case belongs in the other field, BGGI may transfer it there. You will be informed beforehand. The transfer may change the responsible providers, the services and the tax treatment — and thus the price; services already booked are changed only with your consent. Details are governed by the Special Terms for the Field of Beauty.

When submitting a case, you choose an initial service: A — presentation of the case to a doctor in the region with brief feedback; B — presentation with brief feedback and, in addition, a written medical report; D — presentation with brief feedback and, in addition, a video consultation with a doctor who offers video consultations. If a payment is outstanding for the chosen service, BGGI prepares the case only after the payment has been received; it is presented to a doctor only once the payment has been received and BGGI has released it.

The brief feedback only states whether the doctor can accept your case; a brief assessment of the further procedure may be added. It is not a medical report, a diagnosis or a cost assessment and does not replace a medical examination or consultation. The feedback is included in the price of the presentation by BGGI; no separate doctor's fee is charged for it. The doctor who gives the feedback is solely responsible for its content. The feedback and the written medical report appear in your portal as soon as BGGI has released them; the release is organisational, BGGI does not review the content medically and may return it to the doctor, stating a reason. If the doctor cannot accept the case, BGGI presents it, where possible, to another doctor.

The price is made up of the basic price of the presentation, for B additionally the doctor's price for the report, for D additionally the doctor's price for the video consultation and, where documents are uploaded, the processing fee for these documents. If the doctor to whom your case is presented under A belongs to a hospital that charges its own fee for reviewing a case, this review fee of the hospital plus the platform surcharge (§ 12) is added under A.

Before submitting, you see a total amount for each option. It contains all items including the surcharges and VAT, where applicable. The individual items are shown on the invoice. If an item has not yet been determined, a notice that the amount is still being determined is displayed instead of a total amount.

Once a doctor has agreed to accept your case, you can request a cost estimate in the portal. It is a separate service subject to a charge at the price displayed before the request and is prepared after receipt of payment. In all other respects, § 11 para. 5 applies to cost estimates.

If the agency that supports you opens a case for you, it makes the choice under paragraph 1 on your behalf; the same services, prices and total amounts apply as when you open a case yourself, and the invoice is addressed to you. The agency does not select a particular doctor in doing so.

You request appointments with doctors and hospitals as well as video consultations in the portal as an appointment request. An appointment request is not yet a commitment; an appointment is only agreed once it has been confirmed to you.

A deadline set by BGGI and displayed in the portal (currently seven days) applies to the processing of an appointment request. Within the deadline, the request is confirmed, another appointment is proposed or the request is declined. If the deadline expires without processing, BGGI urges processing and continues to follow up the matter.

The deadline is not a commitment to an appointment at a particular time. If no appointment has been agreed after it has expired, you can withdraw the appointment request at any time; amounts already paid for this appointment are refunded in accordance with § 17. Appointments are allocated by the doctors and hospitals; BGGI coordinates the request but does not guarantee that a particular appointment will come about or be kept by the provider.

When making an appointment request, you state a time window in which you are available. If the doctor or the hospital places the appointment within this time window, it is thereby agreed, and you receive a message; if the time lies outside it, the appointment is only agreed once you confirm it. If an agreed appointment is moved, journeys and interpreting assignments that you have booked for this appointment are moved to the new time; BGGI asks the persons deployed again and looks for a replacement if they decline. If the doctor enters leave, older appointment proposals in this period lapse; you receive a message that a new appointment is being sought.

Love Your Life is not an emergency service and does not replace the local emergency medical service. In the event of life-threatening symptoms, call the local emergency number immediately; in Germany and in the European Union, this is 112. Further information is contained in the Information on Telemedicine.

Registration requires full legal age, i.e. completion of the 18th year of life, and truthful information. You keep your access data secret. You are responsible for actions under your account insofar as you performed or caused them yourself or made them possible through culpable disclosure or revelation of the access data.

Minors are represented by their legal representatives.

Your login remains active on a device for up to 90 days and is extended with each use; if the account is not used for 90 days, the login ends. Each login appears as a separate line in the device list of your account. There you can log out individual devices — also from another device, for example in the event of loss or theft — or all devices at once. A logout takes effect no later than five minutes after it is executed.

BGGI performs the services under § 3 with due care, informs you about essential steps of your case, shows you the total amount before each booking and passes on information and documents only in accordance with § 39.

You use the platform lawfully, refrain from abusive, unlawful acts or acts infringing the rights of third parties and upload only documents that you are entitled to pass on.

You state your name as it appears in Latin script in your passport and your date of birth as it is entered there; without a passport, another official identity document in Latin script applies. Name and date of birth are neither translated nor transliterated into another script on the platform and appear in this form in letters of invitation, invoices and documents for doctors and hospitals.

Your information is truthful and complete. You use your personal promotional link and your promotional code only for genuine, personal invitations in your own name (§ 23). You pay for services agreed or booked via the platform via the platform and not directly to doctors, hospitals or service providers.

You pay the agreed fees in accordance with §§ 11 and 12.

You follow the instructions of the treating doctors and of the clinic's staff and observe the house rules of the clinic and of the accommodation. If an accompanying person travels with you, you ensure that they also observe these instructions and the house rules. You bear the costs arising for your accompanying person or booked for them via the platform; you are liable for damage culpably caused by your accompanying person as for your own fault.

BGGI is not responsible for consequences resulting from you or your accompanying person not following instructions of the doctors or of the clinic's staff. BGGI's liability for intent and gross negligence and for damage resulting from injury to life, body or health under § 38 para. 7 remains unaffected.

You refrain from the following serious breaches: (a) deception about your identity or about essential information in order to obtain a letter of invitation, an appointment or another service, as well as the use of a letter of invitation for a purpose other than the one stated; (b) manipulation of the programme “Customers invite customers”, in particular through sham or multiple accounts or through self-invitation; (c) direct payment for services agreed or booked via the platform to doctors, hospitals or service providers in order to circumvent BGGI's fees.

If you commit such a breach, BGGI may claim compensation for the resulting damage in accordance with the statutory rules and end the user relationship under § 36. No contractual penalty is agreed.

It is not a serious breach within the meaning of this section if you do not accept a service or accept it late, do not attend an appointment, are in default with a payment or withdraw from the contract, in particular by withdrawal, cancellation or termination. Your free choice of doctor remains unaffected; a treatment that demonstrably comes about independently of the platform is not a breach.

The contractual partner within the meaning of this section is the other party to this contract. In addition to the other terms of this contract, the following applies: services that were initiated via the platform are agreed and paid for the same treatment episode only via the platform. The treatment episode includes the preliminary examination, the treatment, the check-ups and the aftercare for the same concern. The contractual partner does not pay or demand any remuneration for these services bypassing the platform, neither itself nor through third parties, and does not make any arrangements about them bypassing the platform. A payment on site that is processed via the platform counts as a payment via the platform. Insofar as other terms of this contract provide that a treatment may be continued outside the platform, they do not apply to the same treatment episode.

The free choice of doctor and facility, care in a genuine emergency and a treatment that arose independently of the platform remain unaffected, in particular on the basis of a treatment relationship that already existed beforehand or because of a new concern outside the treatment episode on the patient's own initiative. If a case is presented as an emergency although there was no emergency, this exception does not apply.

If the contractual partner breaches paragraph 1, in particular by a payment or by arrangements bypassing the platform, BGGI may terminate the contract for good cause under § 36, forward no further cases, requests, orders or assignments to the contractual partner via the platform or accept none from it, and claim compensation for the damage incurred under the statutory rules, in particular for the fees that BGGI would have received if the matter had been handled via the platform. No contractual penalty is agreed.

BGGI receives fees only for its own services named in this contract and in the price quotation on the platform. Neither side pays BGGI a fee for a contact between patients and doctors, facilities or other providers coming about via the platform, and BGGI grants no advantage for it. Professional law and §§ 299a and 299b of the German Criminal Code (StGB) remain unaffected.

The prices that BGGI shows for its own services and the platform surcharge under § 12 are the fee for the services under § 3 para. 1 that BGGI actually performs for you. No fee arises for mere registration, for the choice of a doctor or hospital or for any other act that is not one of these services. Doctors and hospitals pay BGGI no fee for your case being presented to them or for your choosing them.

BGGI's services are subject to the prices displayed in the price list at the time of booking. § 12 governs which surcharges are included in the displayed prices.

Services marked as payment in advance, such as video consultations and urgent second opinions, are performed and unlocked only after confirmed receipt of payment. Card payment is handled by the payment service provider Stripe. The price displayed at the time of booking is binding.

Costs of the actual hospital treatment are estimates until the clinic's cost estimate is available; they are never presented as final. Whether individual services are refundable follows from the respective service description.

Cost estimates from clinics are non-binding estimates by the respective clinic; the treatment is invoiced by the clinic. The clinic that issues a cost estimate is solely responsible for its content and amount; BGGI transmits it and does not review it medically.

In addition to card payment, payment by bank transfer (§ 14) and payment in US dollars (§ 15) are available.

Invoicing is always in euros. If a provider enters its price in another currency, BGGI converts it into euros at the stored exchange rate and adds a handling rate for exchange rate risk and conversion; BGGI sets the rate (currently 5 percent), and it can be viewed in the portal. The euro amount displayed to you before booking is always authoritative.

The payment term of an invoice is 14 days from its issue. After the deadline has expired, BGGI sends a reminder of the outstanding payment.

BGGI invoices services of a case that are to be paid before they are performed with an advance payment invoice (pro forma invoice); the payment term is 14 days from its issue. BGGI reminds you of the payment on the third and tenth day and informs you on the eleventh day that the invoice will otherwise be withdrawn and the case deleted. The reminder on the tenth day and the notice of withdrawal are also sent to your agency and, if stored, your billing contact. If the invoice has not been paid by the fourteenth day, it is withdrawn and the case is closed and deleted: it is then no longer visible to you and your agency; BGGI retains invoices, records and treatment documents in accordance with the statutory retention obligations. You can apply for the case again.

The case is not deleted if a service in it has already been paid; in that case, only the unpaid advance payment invoice is withdrawn. If you have partially paid the advance payment invoice, the reminders state only the outstanding balance; on the fourteenth day, the case is then not deleted, but BGGI decides on the further procedure. If you have announced a bank transfer with a payment date (§ 14), the reminders are suspended for five days; if the payment is not received by then, they continue. If no decision has yet been made on an announced bank transfer on the fourteenth day, the case remains in place until BGGI has decided.

Payment on site: for a service that is agreed or rendered on site, BGGI's administration or the agency that supports you can create an amount on your case and collect it in your presence. The amount created is the amount you pay, including value added tax where applicable; it is due solely to BGGI, and no agency surcharge arises. You receive a billing document for it in your portal; neither the payment term nor the reminders and withdrawal under paragraphs 8 to 10 apply to it, and an unpaid billing document can be withdrawn. You pay contactless by card on the collecting person's phone (Tap to Pay) or at a card reader — both only in Germany and in euros —, via a QR code or payment link, also in US dollars (§ 15), by bank transfer (§ 14) or in cash against a receipt of the platform. Cash is accepted only by BGGI's administration and by units for which BGGI has expressly activated cash payments, for example the agency that supports you, your doctor, a driver or an interpreter; they accept it in the name of BGGI and can also use it to settle an open invoice of your case for you. If drivers or interpreters collect for their own assignment, § 12a applies.

If your cash payments for a case together reach the amount set by BGGI (currently 5,000 euros), cash is accepted only once the paying person has made and signed a declaration on the source of funds, their identity card or passport has been recorded and BGGI has confirmed the declaration; the paying person receives the declaration by e-mail. Without a declaration, you can pay by card, via a payment link or by bank transfer.

The prices displayed to you before a booking include BGGI's surcharges; they are not charged additionally. The rates applicable at the time of booking are authoritative; later changes do not affect services already booked.

Platform surcharge: BGGI adds a platform surcharge to the prices that doctors, clinics, hospitals and beauty centres state for their services, including pass-through fees of the hospitals. It currently amounts to 15 percent on treatment costs and 15 percent on amounts that a doctor sets for their own services via the platform, for example for a video consultation. The platform surcharge is the fee for the organisation and support of your treatment by BGGI under § 3 para. 1 — in particular case support and care support, communication with those involved, translation support, selection, booking and coordination of appointments and services as well as administration and invoicing — insofar as BGGI does not show these services with a price of their own. It is due solely to BGGI; the doctor or hospital receives nothing from it. BGGI may set different rates for each country; the rate shown in the offer is authoritative. In the family tariff and in the Patient VIP tier, a platform surcharge of currently 15 percent applies to the services of doctors and hospitals, but no more than the otherwise applicable rate, if the membership has been paid for the month in which the case was opened (§ 25 para. 10); the otherwise applicable rate applies to pass-through fees of the hospitals. § 28 applies to care partners and § 29 to patient transport.

Agency surcharge: If you are supported by an agency to which your account is attached (§ 13 para. 3), an agency surcharge is added (currently 8 percent). It is the fee for the services that this agency performs for you — support in your language, assistance with translation and communication and with visa and travel organisation, case support and administration of your matters — and for the administration and invoicing of this support by BGGI. Of this, the agency receives a share (currently 2.5 percent) as remuneration for its services. This share is received solely by the agency that supports you, always in full. If BGGI has separately engaged an agency to support the hospital in which you are treated and to accompany the patients treated there, that agency receives a further share of the agency surcharge as remuneration for this support; it arises only if the agency has provided proof of the support for your case. The remaining part remains with BGGI for administration and invoicing; without engaged and proven support of the hospital, so does the further share. The fact that a doctor, a hospital or another provider has registered via an agency gives that agency no share from your cases. No agency surcharge arises for registration via a promotional link, for the choice of a doctor or hospital or for the acquisition of doctors, hospitals or pharmacies by an agency. BGGI may set different rates for each country and each agency; the rate shown in the offer is authoritative. The platform surcharge and the agency surcharge are calculated side by side, not on top of each other: the agency surcharge is not calculated on the platform surcharge and the platform surcharge is not calculated on the agency surcharge. If no agency is attached to your account, no agency surcharge arises; only the platform surcharge under paragraph 2 then applies. The same applies if the platform has allocated an agency to your account (§ 13 para. 4). The agency surcharge arises only once for each service.

The basis of both surcharges is the net amount, i.e. the price without platform surcharge, without agency surcharge and without VAT — for the treatment, the net treatment amount stated by the doctor, clinic, hospital or beauty centre. Example at the current rates: if the net treatment amount is 10,000 euros, 1,500 euros platform surcharge (15 percent) and 800 euros agency surcharge (8 percent) are added; together this is 23 percent, and you pay 12,300 euros. If VAT is payable, it is added; the total amount displayed before booking includes it (§ 5 para. 4).

The agency surcharge is calculated on every service of the case, in each case on its net amount under paragraph 4. This includes all fees that you pay to BGGI in connection with the case, in particular doctor, clinic and treatment costs, BGGI's services, assignments of interpreters, drivers and accompanying persons, transfer, journeys and patient transport, services of care partners including air ambulance flights, accommodation, the advance payment for a letter of invitation, pass-through fees of the hospitals and the processing fee for an insurance policy. It does not include the insurance premium, the membership, voice credit, pharmacy orders (paragraph 7), claims under Direct Payment on Site (§ 12a) and orders to external diagnostic and service units. For these orders, only a surcharge of ten percent is added to the unit's price, which is due in full to BGGI and is shown in the total amount before payment; the platform surcharge is not levied on it. If an advance payment is offset against later services, the agency surcharge is not calculated a second time on the same amount. The treatment amount is thus only one part of the case: the basis of the platform surcharge under paragraph 2 is the net price of the services mentioned there, i.e. for the treatment the net treatment amount; the basis of the agency surcharge is every service of the case with its net amount.

If the agency that supports you is an active agent of BGGI, the agency surcharge depends on the agent's tier: with each tier it rises by 2 percentage points, while the platform surcharge falls by 1 percentage point, never below zero; the starting values are the rates under paragraphs 2 and 3. In the highest tier, tier 11, the agency surcharge at the current rates amounts to 28 percent with a platform surcharge of 5 percent. The higher surcharge is included in the displayed total amount and is borne by you. In every tier, too, the agency surcharge is solely the fee for the services under paragraph 3, and both surcharges are calculated side by side on the net amount under paragraph 4 — in tier 2, for example, 14 percent platform surcharge and 10 percent agency surcharge, together 24 percent, i.e. 12,400 euros for a net treatment amount of 10,000 euros.

For pharmacy orders, the following applies by way of derogation from paragraph 3: if an agency supports you, a surcharge equal to the agency surcharge (currently 8 percent) is added to the pharmacy's net amount. It is due in full to BGGI and is the fee for BGGI's services in connection with the order, namely organisation of the order, coordination of delivery and handover, administration and invoicing. No agency receives anything from pharmacy orders, not even the agency that supports you. The total amount of the order is displayed to you before approval (§ 27 para. 3).

Irrespective of the rates applicable at any given time, BGGI does not set the platform surcharge below eight percent in any country or in any tariff, and the surcharges that remain with BGGI — the platform surcharge and the part of the agency surcharge that goes to no agency — together amount to no more than thirty percent of the net amount. The share of an agency for your support amounts to no more than fifteen percent of the net amount; a share higher than the standard rate reduces BGGI's part, not your price.

If a doctor, hospital or other provider of the platform has performed a service for you on site that has not been booked and paid for via the platform, the provider can enter the amount and the reason in its area of the platform (“Direct Payment on Site”). The reason specifies the service performed. The claim appears immediately in your portal without prior review by BGGI; you receive a notification that takes you directly to payment. The provider, amount, reason and date are displayed; each claim bears its own consecutive number. The provider is responsible for the reason and amount.

A platform share of currently 15 percent is added to the provider's amount. BGGI may set a different rate for each country; the rate shown with the claim is authoritative. The platform share is the fee for BGGI's services in connection with the direct payment, namely processing of the payment, invoicing, receipt and administration. It is due solely to BGGI; the platform surcharge under § 12 para. 2 and an agency surcharge are not levied on the claim, and no agency receives anything from it. You see the total amount of the amount and the platform share before payment.

You pay online via the platform's payment methods (§ 11 para. 6); § 11 para. 7 and § 15 apply to currency, conversion and payment in US dollars. BGGI issues the receipt in the usual way. Your payment to BGGI settles the provider's claim for this service.

Neither the payment deadlines nor the withdrawal under § 11 paras. 9 and 10 apply to a claim under paragraph 1; there is no dunning notice, only a reminder. The provider can withdraw an unpaid claim at any time; it then disappears from your portal. A paid claim can only be reversed by BGGI's administration; the amount paid is then refunded in accordance with § 20.

If you consider a claim to be unjustified, for example because the service was not performed, you can contact BGGI via the platform before or after payment. Your rights against the provider arising from the service performed remain unaffected.

Each patient account is attached to exactly one agency. If you register via an agency's promotional link, via the associated QR code or with its agency code, your account is attached to that agency; if you register via the link, no field for a code is displayed to you. If you register via the personal promotional link of a person attached to an agency, your account is attached to the same agency (§ 23). If you register without a link, the form shows a field for an agency code: if you enter a valid code, your account is attached to that agency; if the field remains empty, the platform allocates an agency to your account. In doing so, the agencies operating in your country of residence are considered first; an agency may operate in several countries. Among them, agencies of classification 1 take precedence over those of classification 2, and these over those of classification 3; BGGI determines the classification for each agency. Within the same classification, the proximity of the agency to your place of residence decides. If there is no suitable agency in your country of residence or no country of residence has yet been stated, the platform allocates your account to the fallback agency that BGGI designates for this purpose; if you state your country of residence later, the allocation is made once more. There is no “without agency” option. Before registration is completed, you are informed of the attachment. The notice names the agency, insofar as it has already been determined, and the consequences under paragraphs 3 and 4.

The attachment arises upon registration or upon allocation by the platform and remains in place; no agency can take it away from another. BGGI can change it, for example if it arose incorrectly, and BGGI can transfer attachments from one agency to another. In addition, the agency to which your account is attached can offer the attachment to another agency; the change becomes effective only upon that agency's acceptance. Family members of your family account who are attached to the same agency change with you. You will be informed of a change; the new agency receives insight into your cases with health data only with your new consent. Nothing changes for services that have already been invoiced.

An agency to which your account is attached via its promotional link, its QR code or its agency code or via the personal promotional link of a person it supports, or which created your account, supports you: it accompanies your cases, assists you in your language with translation and communication, with visa and travel organisation and with the administration of your matters on the platform and can see your cases on the platform insofar as it needs this for these tasks. Access to health data requires your consent; details are set out in the Privacy Policy. An agency that the platform has allocated to your account sees only a pseudonymous identifier of you, the time of the allocation and the status of your cases, not your name, your contact details, file numbers or health data. The agency does not act on behalf of BGGI and cannot make commitments for BGGI. It is an independent company, does not provide medical advice and is itself responsible for its own statements and services.

The agency that supports you under paragraph 3 is involved in your cases. The agency surcharge under § 12 then arises, and you see the agency involved in the portal. If the platform has allocated an agency to your account or if no agency has yet been attached to your account, no agency surcharge arises; you pay only the platform surcharge. BGGI records the registration of a doctor, a hospital or another provider via an agency; this gives that agency neither a share in nor any involvement in your cases. If BGGI has separately engaged an agency to support the hospital in which you are treated, § 12 para. 3 applies to its share; it sees only the file reference, status and month of your case, not your name and no health data.

If you register via an agency's promotional link, via the associated QR code or with its agency code, you receive a starting credit of 25 euros. The agency itself receives no credit from this. You can use the starting credit only for your own treatments via the platform; it is not paid out and not transferred. In all other respects, § 23 paras. 5 to 7 apply accordingly: it reduces the price of your case as a discount, can be blocked or reversed in the event of misuse and expires after the periods stated there.

In addition to card payment via our payment service provider, you can pay by bank transfer. To do so, you announce the payment in the portal with the date on which you will make the transfer; without this date, the announcement is not accepted. The system assigns a unique payment reference and displays BGGI's bank details.

The announced amount may not exceed the outstanding amount. Please state the payment reference unchanged — this is the only way your payment can be allocated to the case.

A bank transfer only becomes effective once BGGI has checked and confirmed receipt. Only with this confirmation is the paid service unlocked. If we cannot accept an announcement, you receive a reason.

§ 11 paras. 8 to 10 apply to the payment term and advance payment invoice.

Invoices are issued in euros. The prices are also displayed to you in US dollars, and you can pay in US dollars instead of euros.

If you pay in US dollars, BGGI converts the euro amount at the reference rate of the European Central Bank last retrieved by BGGI; if BGGI has set its own rate, that rate applies. An exchange rate surcharge set by BGGI (currently 4 percent) is added. You see the dollar amount including the surcharge before payment.

Payment in US dollars is only possible as long as the applicable rate is not older than seven days. The receipt is issued in euros and notes the dollar amount paid, the rate and the surcharge.

The amount paid for a cost estimate forms the cost framework of the treatment. Doctors and the treating hospitals see this framework and are warned if a service would exceed it. Services beyond the cost framework require prior approval.

If additional needs become apparent, a supplement arises. BGGI reviews this supplement and offers it to you in your language. The clinic provides additional services only with your prior consent given via the platform; without prior consent only if they cannot be postponed for medical reasons, in particular in the event of a complication, and the clinic proves this. The additional costs are calculated with the same surcharges as the cost estimate (§ 12) and are payable within 14 days of receipt of the invoice. Love Your Life does not assume any additional costs of the treatment, even if they remain unpaid; liability under § 38 remains unaffected.

Only what has been booked and paid for is performed. Services not covered remain blocked and are shown with the outstanding amount. Refunds from a hospital or a doctor are recorded and repaid to you. By way of derogation, paragraph 2 applies to additional services.

You pay all costs of the treatment in advance via the platform. If additional costs arise on site, you also pay them via the platform — on your case, via a QR code or payment link or by bank transfer (§ 11 para. 11, §§ 12a and 14) — and not directly to the clinic.

Video consultations can be cancelled free of charge up to 24 hours before the confirmed appointment; amounts already paid are refunded in full. In the event of later cancellation or non-appearance, BGGI does not refund the amount unless you prove that attendance was impossible for you through no fault of your own. If a video consultation is cancelled or called off, the assignment of a personal interpreter booked for it is also cancelled; the same cancellation and refund rules as for the consultation apply to their service.

If the doctor or BGGI cancels an appointment or if the doctor does not appear, you receive the full amount back or — at your choice — a replacement appointment. More extensive statutory claims remain unaffected in accordance with § 38.

Services not yet commenced are refunded in full upon cancellation; an assignment under § 18 has commenced as soon as its agreed start has been reached. A refund is no longer possible for services already performed in full.

§ 19 applies to the advance payment for a letter of invitation without treatment, and § 18 to non-appearance for assignments and with the AI interpreter.

Refunds are made via the same payment method as the original payment, usually within 14 days.

§ 20 applies additionally to the creation, approval and visibility of credit notes and refunds.

You may withdraw from a booked treatment if one of the following good causes exists: you die — the right and the claim to a refund then pass to your heirs; your state of health deteriorates so seriously that the treatment cannot take place, as evidenced by a medical certificate; or your visa is refused although you submitted complete and correct documents, as evidenced by the decision of the diplomatic or consular mission.

You or your heirs declare the withdrawal in text form (§ 42), together with the evidence. Further statutory rights, in particular to terminate for good cause, remain unaffected.

The remuneration for the organisation and accompaniment provided up to that point by BGGI and by the agency supporting you, including the letter of invitation and visa support, remains owed; § 19 applies unchanged to the advance payment for a letter of invitation without treatment. BGGI refunds the treatment costs of the treatment not provided, less the costs already incurred by the clinic for this treatment and evidenced by the clinic. § 17 para. 5 and § 20 apply to the refund.

Before acceptance of a cost estimate, BGGI may change your wish for a particular doctor or a particular hospital, stating a reason; you are informed of this in your language.

After acceptance of a cost estimate, the doctor or hospital named in it is replaced only with your consent. BGGI offers you the replacement in the portal, and only an equivalent doctor or an equivalent hospital at the same or a lower price. If the price is lower, the difference is refunded in accordance with § 20.

If a booked service cannot be provided, for example because the clinic cancels, BGGI first offers you a replacement in accordance with paragraph 2. If you refuse the replacement or if there is none, you may set BGGI a deadline of 14 days to provide the service. After the deadline has expired, you may terminate the contract for this service in text form.

After a termination in accordance with paragraph 3, BGGI refunds you the full amount of the service not provided, including the surcharges and fees for the organisation attributable to it. Further statutory claims remain unaffected subject to § 38.

Force majeure means events outside the control of the parties involved that cannot be averted even with reasonable care, in particular war, unrest, terrorist attacks, natural disasters, epidemics, strikes by third parties and official restrictions on travel, entry or treatment.

If a service cannot be provided or cannot be provided on time due to force majeure, neither party is liable for the delay or the failure. Whoever is affected informs the other party without undue delay.

Where possible, the service is postponed and you receive a new appointment. If the service does not take place because it cannot be postponed or a postponement cannot reasonably be expected of you, § 17a para. 3 applies accordingly.

Assignments are services of interpreters, drivers and accompanying persons — on site or in a video call. A person has not appeared if they are not at the agreed place within the waiting time — 15 minutes for journeys, 30 minutes for interpreting and accompaniment assignments from the agreed time — for a confirmed assignment, or do not join the video call within the time window of the appointment, without having cancelled the assignment beforehand.

If the service provider does not appear, you receive the amount paid for the assignment back in full. On request, BGGI endeavours to find a replacement; a replacement assignment is booked only with your consent. More extensive statutory claims remain unaffected in accordance with § 38.

If you do not appear, the assignment is charged in full; an amount already paid is not refunded. This applies equally to interpreting, journeys, accompaniment and video assignments.

If you have booked the AI interpreter for a video call and do not appear, only 50 percent of its price is charged for the AI interpreter's service; you receive the remaining part back. This reduction does not apply to the doctor's fee; § 17 para. 1 applies to it.

In all cases, you reserve the right to prove that attendance was impossible for you through no fault of your own; the amount paid is then refunded. You likewise reserve the right to prove that BGGI has suffered no damage or significantly less damage.

If a non-appearance has been recorded incorrectly, BGGI corrects the entry; a service wrongly retained or charged is refunded, a service wrongly refunded is charged. You will be informed of the correction.

You can request a letter of invitation via the portal for presentation to a diplomatic or consular mission without already booking a treatment. For this, you make an advance payment in the amount displayed before the request (currently 3,000 euros); in addition, there is the processing fee for the letter of invitation. A doctor checks your information and signs the letter only after full payment.

The advance payment is offset against the treatment and doctor's costs of a later treatment, not against fees such as the processing fee for the letter of invitation. The offsetting is not limited in time and is shown on the invoice. At your request, the administration transfers the advance payment to another case.

Until the letter of invitation is issued, you can cancel the request in the portal with the “Cancel” button on the request; the advance payment is then refunded to you in full, in the case of card payment to the original payment. The same applies if the letter of invitation is not issued, for example because the doctor refuses to sign it after review. § 17 para. 3 applies to the processing fee.

From the issue of the letter of invitation, a refund of the advance payment is excluded — even if no treatment takes place, the visa is refused or you do not undertake the journey. The letter of invitation is issued as soon as the doctor has signed it and it has been made available to you in the portal. Offsetting under paragraph 2 remains possible.

Before payment, BGGI draws your attention separately to this rule; you confirm the notice. Your statutory right of withdrawal remains unaffected; details, including on issue before expiry of the withdrawal period, are set out in the Information on the Right of Withdrawal.

The letter of invitation confirms the planned attendance for examination or treatment. Only the competent diplomatic or consular mission decides on a visa; BGGI and the signing doctor have no influence on this. The letter may only be used for the stated purpose.

BGGI first prepares refunds and credit notes. A prepared credit note or refund affects neither your credit nor your final invoice and is not displayed to you.

A prepared credit note or refund only becomes effective once BGGI has approved it. Upon approval, a credit note increases your credit, you are notified and the credit note appears in your final invoice. A payout additionally requires separate approval before the amount is transferred. Credit from the “Customers invite customers” programme (§ 23), voice credit (§ 24), the starting credit via an agency's promotional link (§ 13 para. 5) and the advance payment for a letter of invitation after its issue (§ 19) are not paid out.

A credit note may cover the whole amount or part of it (partial credit note); likewise, an amount may be refunded in whole or in part (partial refund). A refund never exceeds the amount paid for it, and the same amount is not refunded twice. If you pay more than is outstanding, BGGI prepares the refund of the overpaid amount; after release, a card payment is credited back to the original means of payment via the payment service provider and any other payment is refunded by bank transfer.

Every credit note and every refund bears a reason: goodwill, service not performed, double payment, booking error, cancellation, partial cancellation, treatment not carried out, decision of the administration or another reason set out in words.

Up to a share of the basis set by BGGI (currently 10 percent), the case officer decides; above that, the administration also decides. Each decision is recorded with person, time and reason.

Upon approval of a credit note, a decision is also made on the service concerned (§ 21). A credited or cancelled service is no longer demanded for payment.

The basis of the final settlement of a case is the clinic's invoice. If the clinic has provided less than you have paid, BGGI refunds you the unused amount, including the surcharges attributable to it, without a separate application within 14 days of receipt of the clinic's invoice; the approval in accordance with paragraph 2 takes place within this period. The final settlement remains open until BGGI closes it; BGGI may reopen a closed final settlement if supplements or corrections arise.

Statutory claims to repayment, in particular from withdrawal and from §§ 17 to 19 of these Terms, remain unaffected by this procedure.

A chargeable service is activated as soon as it has been paid for. Until then it remains blocked and is shown with the outstanding amount.

Each service additionally carries a service entitlement: active, partially active, suspended or cancelled. A suspended service can neither be used nor paid; a cancelled service has ended.

Upon approval of a credit note, it is decided whether the service concerned remains active, remains partially active, is cancelled or whether the decision is deferred. If it is deferred, the entitlement to the service is suspended until the administration has decided.

Who decided on the entitlement to services, when and for what reason is recorded and can be viewed in the portal.

Services are distinguished according to who bears their costs: BGGI's own services and services of third parties (third-party costs) — for example of a hospital, a doctor, a pharmacy, an air ambulance service, a patient transport, a care partner or an insurer (premium).

In the event of a cancellation or refund, third-party costs are considered separately: amounts already paid to third parties are identified before a decision is taken on a credit note. Third-party services not yet paid may be cancelled.

Amounts repaid by a third party are recorded and passed on to you. Whether a service is refundable follows from its service description.

Through the “Customers invite customers” programme, you can invite new users to the platform with your personal promotional link, the associated QR code or your personal promotional code. The details are governed by the conditions of participation “Customers invite customers”; they take precedence over these Terms for their subject matter. If the inviting person is attached to an agency, the invited person is attached to the same agency (§ 13); if that agency supports the inviting person, the agency surcharge under § 12 arises for the cases of the invited person, and that agency receives the share from it under its agreement with BGGI as remuneration for its support services.

Anyone who has a patient account on the platform can be an inviting person. Doctors, dentists, pharmacists, psychotherapists and members of other healing professions and health professions — in particular nursing, physiotherapy, occupational therapy, speech therapy, midwifery and emergency medical services — cannot be an inviting person. The same applies to persons acting for a clinic, a practice or a pharmacy. Before your promotional link is issued for the first time, you declare on the platform that none of these cases applies; the time and version of the declaration are stored. Without this declaration, no promotional link is issued, nor is one issued if your account or your e-mail address is already registered as a doctor, clinic, pharmacy, health professional or care partner. Doctors have no promotional link; links previously issued to doctors no longer have effect. The promotional link of a person to whom one of these cases applies has no effect: registrations via it are not attached to that person, and no credit arises. If one of these cases arises later, you inform BGGI without undue delay.

Up to 10 persons can initially be invited via your promotional link (starting quota). For each invited person who has been treated via the platform, a further place is added immediately — one place for each treated person, without tiers and without a minimum number. You are notified of each increase; you can see your current quota in the portal. If the quota is exhausted, registration via your link remains possible; it is then not attached to you, and no credit arises.

The invited person receives a starting credit after registration. The inviting person receives a credit as soon as the invited person has paid in full for their first treatment and its withdrawal period has expired. The conditions of participation state the amount of the credits; it is displayed in the portal.

Credit from the programme is not paid out and not transferred. It reduces the price of your own services as a discount: once per case across all services of the case, up to the share and maximum amount stated in the conditions of participation and in the portal. The discount is shown separately on the invoice.

If the underlying payment is cancelled, refunded or charged back, the credit or discount is reversed. In the event of misuse, BGGI may block or reverse credit.

Credit expires if it has not been used for twelve months; the period begins with the crediting and starts anew after each offsetting. Credit also expires upon the closure of your account. If the programme ends, existing credit remains usable for at most six months from the end of the programme; a twelve-month period already running is not extended as a result. Example: if credit has been unused for ten months at the end of the programme, it remains usable for another two months.

You purchase voice credit in advance via the payment service provider; you choose the amount within the limits displayed in the portal. The amount paid is credited as soon as the payment is confirmed. The credit is consumed to the second according to the prices per minute displayed in the portal; a price change only has effect for future consumption.

Voice credit can only be used on the platform for the voice function. It is not paid out, not refunded and not transferred to other persons or services. This also applies if BGGI permanently discontinues the voice function; BGGI announces such a discontinuation in advance on the platform. Your statutory right of withdrawal and your statutory rights in the event of services not performed or not performed in accordance with the contract remain unaffected.

Voice credit can be used for twelve months from the date of purchase; after that, the unused remainder of that purchase expires. It also expires upon the deletion or closure of your account and upon its blocking because of a breach of these Terms.

If a purchase payment is refunded or charged back, the credit is reversed up to the amount not yet consumed. If the credit is no longer sufficient during a spoken utterance, that utterance is completed and charged only up to the amount of the existing credit; the next one only begins after topping up. The details are governed by the Terms for Voice Credit; they take precedence over these Terms for their subject matter.

BGGI offers a monthly membership in several tiers and a family tariff for heads of the family who look after several relatives, each with their own file. The overview in the portal at the time of your choice shows which tiers are offered with which basic price, which price per uploaded file and which number of direct clinic connections. BGGI sets the maximum number of relatives in the family tariff; it is displayed in the portal. The individual prices of the other services remain unaffected by the membership; the reduced platform surcharge in the family tariff and in the Patient VIP tier (§ 12 para. 2) is an exception.

The membership is a continuing obligation with monthly invoicing. The first invoice arises upon choosing the tariff; however, the membership only applies once this invoice has been paid and receipt of payment has been confirmed. Until then, the tariff is chosen but not valid — the benefits of the membership do not yet exist, and you book as without membership. Each paid monthly invoice extends the membership by one month. There is at most one open monthly invoice per membership, and at most one invoice arises per calendar month. The payment term is 14 days. There is no minimum term.

BGGI issues the invoice for the next month with a lead time before the end of the paid month; BGGI sets the length of the lead time (currently seven days) and displays it in the portal. If payment is not received by the end of the paid month, a grace period follows during which the membership continues to apply; BGGI also sets its length (currently seven days). If payment is still not made, the membership ends. If you have chosen a tariff and not paid the first invoice by the expiry of the payment term and grace period, the choice lapses. In all these cases, the invoice remains open and further reminders are sent; it is not cancelled.

You can terminate the membership at any time via the portal. The termination takes effect at the end of the paid month: until then, the membership remains in place with all benefits, after which it ends. No further monthly invoice arises; invoices already issued must still be paid. You can withdraw the termination in the portal until the end of the paid month. If you have chosen a tariff but not yet paid, the termination only withdraws the choice; the invoice already issued remains open.

Only upon the end of the membership are new bookings no longer possible — in particular no new cases, no appointment requests, no patient transport, no organisation of insurance and no use of the AI interpreter. Services already paid for and ongoing treatments remain unaffected.

After the end of the membership, your data remain visible in the portal for the period set by BGGI (currently two years); after that, they can only be viewed on request or after a restart of the membership. Nothing is deleted in the process — retention is governed by the statutory periods and the Privacy Policy.

You can restart the membership at any time. From the restart, bookings are possible again and monthly invoicing begins again.

If a head of the family terminates, the termination applies to all relatives in the family tariff; a restart likewise applies to all.

If a paid monthly invoice is refunded or charged back, the membership ends immediately.

Benefits of the membership — in particular the price per uploaded file of the chosen tier and the reduced platform surcharge under § 12 para. 2 — apply only as long as the membership applies. For the services of a case, they apply only if the membership has been paid for the month in which the case was opened.

In the Love Your Life phone apps, the membership is concluded exclusively via the respective store, for the iPhone via the Apple App Store and for Android via Google Play. Conclusion via card or bank transfer is not provided for there.

To this extent, the purchase contract for the membership is concluded with the store. Price, payment, renewal, termination, withdrawal and refund are governed by the store's terms; the prices displayed in the store are authoritative.

The term is one month and is automatically extended by one month at a time until you terminate the membership in the store. A termination in the store takes effect at the end of the paid period.

You handle termination, change of tier and refund in the subscription management of your device, not in BGGI's portal. A subscription concluded in the store can neither be terminated nor refunded via the portal.

The status of your membership results exclusively from the store's notifications to BGGI. The subscription belongs to your account and therefore also applies on the computer; a second subscription via another route is not possible.

All other services — in particular consultations, treatment costs, journeys, interpreting, prescriptions, invitation and visa — continue to be invoiced in the phone apps in accordance with §§ 11 and 14 of these Terms.

BGGI forwards orders for medicinal products to a partner pharmacy reviewed and approved by BGGI and organises the dispatch. BGGI itself does not provide any pharmaceutical service; the dispensing of the medicinal product and pharmaceutical advice are the sole responsibility of the pharmacy. The pharmacy, not BGGI, is responsible for the quality, effect and tolerability of the medicinal products and for pharmaceutical advice.

You can order a medicinal product with a prescription — issued by a doctor via the platform or uploaded by you — or enquire without a prescription. Whether a prescription is required for dispensing is decided solely by the pharmacy; if it requires one, it requests it — from your treating doctor via the platform or via BGGI — or you upload it yourself, and dispensing takes place only once it is available. A prescription issued via the platform bears a validity date; after it has expired, no order is possible. For processing, the pharmacy receives access to the prescription limited to 30 days; every access is logged.

The pharmacy enters the prices of the medicinal products. The order is presented to you for approval with a breakdown of the medicinal product share, BGGI's processing fee and shipping costs; if an agency supports you, the surcharge under § 12 para. 7 is included in the total amount; it is due in full to BGGI. An invoice only arises after your approval; dispatch only takes place after confirmed receipt of payment.

Dispatch is made exclusively to countries that BGGI has expressly approved; without approval of the country of destination, no order is possible. The import regulations of the country of destination must be observed; BGGI cannot guarantee importability in the country of destination.

As long as an order has not yet been paid, it can be cancelled; an open invoice is then cancelled. After payment, an order can only be cancelled by BGGI; a credit note for the amount paid is prepared, which takes effect in accordance with § 20. After dispatch, cancellation is no longer provided for.

Delivery is carried out by engaged delivery and courier services. They receive only the information necessary for delivery; prescription contents, diagnoses and prices are not transmitted to them.

The pharmacy accepts your order or refuses it, stating a reason, as long as you have not yet released it; if it states a price, it has thereby accepted. You receive the price directly or after a review by BGGI. You see the steps of your order — receipt, acceptance or refusal, prescription, price, payment, packing, handover and delivery — with times in your portal.

International delivery: delivery to a country other than that of the pharmacy takes place only if you attended an on-site appointment with the prescribing doctor in Germany via the platform, you have returned to your country — the delivery address and, where stored, your country of residence lie outside Germany — and the same doctor has issued the prescription for continued treatment via the platform; an uploaded prescription is not sufficient for this. The parcel bears a QR label without your name and without information on its content and is scanned at the stations of the delivery partner; you see the route with place and time in your portal. Handover takes place only if the delivery partner scans the receipt code that your portal displays for this delivery; keep it ready at the handover and do not pass it on to third parties. Paragraph 4 also applies here; whether the medicinal product may be imported into your country is governed by its law.

BGGI organises and coordinates services of reviewed care partners: rehabilitation facilities, medical supply stores (medical aids) and air ambulance services including medical repatriation. The partner performs the service itself on its own responsibility; BGGI selects, books, coordinates and invoices.

The price comes about as follows: if a prescription, a medical order or a request exists, the partner states its price to BGGI. BGGI adds its share to it and states the total amount to you. BGGI's share is the fee for the selection, booking, coordination and invoicing of the service. You see one amount, not two; the split is our internal relationship with the partner.

The stated amount applies to the described service. If the scope changes — different design, longer duration, additional accompaniment — we will state a new amount to you before anything is carried out. A request is not yet an order; it only becomes binding upon your acceptance.

For the air ambulance, the carriage and safety regulations of the operating company and official requirements also apply; take-off and landing times may shift for reasons of flight safety, weather or state of health. The operating company, not BGGI, is responsible for the performance and times of the flight.

Whether a prescription or medical order is required for a service of a medical supply store is decided solely by the medical supply store. If it requires one, it states its price only once the prescription is available; BGGI attaches a prescription from your case, or you upload it yourself. You see the steps of your request with times in your portal.

Patient transport is conveyance that, because of your state of health, requires special equipment, a stretcher or professional accompaniment. It cannot be booked immediately but is organised only via a cost estimate.

The operating company states its price for the requested transport to BGGI; BGGI adds its share to it and states the total amount to you. BGGI's share is the fee for the organisation, coordination and invoicing of the transport. A request is not yet an order; the order only becomes binding upon your acceptance. Transports marked as payment in advance are carried out only after confirmed receipt of payment.

If the route, time, equipment or accompaniment changes, BGGI states a new amount to you before anything is carried out. The operating company carries out the transport on its own responsibility and in accordance with the regulations applicable to it. Patient transport via the platform does not replace the emergency medical service; in an emergency, § 7 applies.

At your request, BGGI forwards your enquiry about travel health insurance to an insurer named in the portal. The insurance contract is concluded exclusively between you and the insurer. The scope of insurance cover, conditions, insured event and your right of withdrawal under the insurance contract are governed by the insurer's documents.

BGGI is neither an insurer nor an insurance professional acting for policyholders (Versicherungsmakler), does not advise on the selection and suitability of an insurance product and receives no remuneration from the insurer.

You pay BGGI the insurer's premium and a processing fee of BGGI (currently 25 euros). Both amounts are shown separately. The premium is stated to you before payment; BGGI accepts it on your behalf and forwards it to the insurer.

The insurance policy is made available to you in the portal after it has been issued by the insurer.

The premium is a pass-through amount of the insurer and not the basis of the agency surcharge (§ 12); the processing fee forms part of the case. If the insurer refunds a premium to BGGI, BGGI passes the amount received on to you.

You can search for and book flights and hotels on the platform, for yourself and for other persons, with or without reference to a case. Bookings are made via the booking service provider Duffel with the airline or the hotel, and with direct providers with which BGGI works directly, with them. You conclude the contract of carriage with the airline and the accommodation contract with the hotel; their terms apply, which are displayed to you unchanged before the booking. BGGI provides the booking, the handling of payment, change and cancellation and the support for this, not the carriage and not the accommodation.

Before the booking, you see the final price. It consists of the price of the airline or the hotel and a service fee of BGGI for the services under paragraph 1; the same applies to baggage and seats. You pay BGGI first; BGGI books only after receipt of payment, and never at a higher price than the one you have confirmed. The surcharges under § 12 are not charged on flight and hotel bookings. If an agency books for you or an agency supports you, it receives a share of the service fee as remuneration for its support with travel organisation; your price does not change as a result.

You can cancel and rebook in the portal insofar as the terms of the airline or the hotel permit it; beforehand, you see the exact amount. What the airline or the hotel refunds is refunded; BGGI does not charge its own cancellation fee. The service fee is not refunded, except where the airline cancels the flight. In the case of a rebooking, you pay the additional price and the airline's fee as well as the service fee on the additional price. If the airline changes your flight, BGGI informs you, and you decide in the portal, insofar as the airline offers a choice.

If you book for another person, you state their details correctly and ensure that they agree to the booking and to the disclosure of their details to the airline or the hotel. The travellers themselves are responsible for passport, visa and entry requirements; § 19 para. 6 applies accordingly.

Each flight booking and each hotel booking is a separate, single travel service with its own price, its own payment, its own receipt and its own service fee. BGGI does not offer flight and hotel together at a total price, grants no discount for booking several travel services and does not specifically prompt you, after a booking, to book a further travel service. A package travel contract (§ 651a BGB) is not concluded with BGGI; linked travel arrangements (§ 651w BGB) do not arise via the platform.

For flight and hotel bookings there is no right of withdrawal, because the service is provided at a specific time or within a specific period (§ 312g(2) no. 9 BGB); this also applies to BGGI's service fee for this booking. You can cancel and rebook in accordance with paragraph 3.

Once the cost estimate has been accepted and the treatment has been paid to BGGI, BGGI offers you a voluntary complication insurance on your case. In accordance with the insurer's terms, it covers additional costs arising from complications of the treatment. You decide yourself whether to take it out; the treatment does not depend on it. If you have not taken it out, BGGI reminds you of it once more before the visa application or before the journey. The travel health insurance under § 30 remains unaffected.

The insurance contract is concluded exclusively between you and the insurer. The scope of the insurance cover, terms, insured event and your right of withdrawal under the insurance contract are governed by the insurer's documents, which are displayed to you before conclusion. BGGI is neither an insurer nor an insurance professional acting for policyholders (Versicherungsmakler) and does not advise on the selection and suitability of the insurance cover.

You pay the premium via the platform to BGGI. It corresponds to the insurer's price; BGGI adds nothing, and no agency surcharge arises. BGGI accepts the premium on your behalf, transmits your application to the insurer and forwards the premium to the insurer. The insurer sends you the policy directly.

BGGI may receive a remuneration from the insurer for the offer. It is not paid by you and does not increase the premium. If the insurer refunds a premium to BGGI, BGGI forwards the amount received to you.

BGGI provides machine translation: as translation of messages in the case, as separately bookable text translation with optional voice output and as the AI interpreter in the video call.

Machine translation is an aid to communication. It is not certified, does not replace a sworn interpreter and may contain errors. BGGI gives no warranty for the accuracy, completeness and suitability of a machine translation; the source text always remains authoritative. Liability under § 38 remains unaffected.

The original wording is stored and always displayed alongside the translation in the interfaces. Every machine output is labelled as such.

In the video call, the AI interpreter translates section by section in both directions and outputs the translation as speech; the original and translation appear as subtitles. It can be booked separately; the price is displayed before booking. It is only used if you have expressly consented beforehand; the consent can be revoked at any time with effect for the future. In the same step, you and the doctor each decide on transcript and summary under § 33. If a personal interpreter has been brought in, the AI interpreter remains switched off.

The AI interpreter can additionally appear as an artificially generated, photorealistic face (digital human). The face is labelled as AI-generated, does not represent a real person and speaks only the translation. Only the generated audio of the translation with the face's identifier is sent to the provider of the video image, not your image and not your voice. If the digital human is not available, the voice continues to interpret. In conversations with patients, it is only used once BGGI has approved it for this purpose.

In the case of medically significant statements — in particular information of the patient, consent and medication — if in doubt, questions should be asked or a personal interpreter should be brought in.

A doctor can send you a link by e-mail via the platform with which you book and pay for one hour of interpreting by the AI interpreter Lina for a conversation on site, even without an account. For payment, the link is valid for a period set by BGGI (currently 24 hours); you see the price before payment. You bear the costs.

With the payment, you request that the service begins immediately; for this purpose, you confirm before payment that you may thereby lose your right of withdrawal, and you consent to machine interpreting. The session starts on the doctor's device or on your device. Lina speaks only as a voice, without a face: whoever speaks presses their own button; Lina translates and speaks the translation. The hour begins with the first start and ends automatically after 60 minutes. Nothing is recorded.

§ 31 paras. 2 and 6 apply to machine interpreting. If Lina is not available or if you have not begun the paid hour, BGGI examines the refund in accordance with § 17. You can register via the same link; the booking is then assigned to your account.

BGGI may offer an AI assistant in the chat in the areas of the platform. It answers general questions about the platform and its processes in your language; the fact that you are communicating with an AI is recognisable at all times. The assistant does not give medical advice, does not make a diagnosis, does not bindingly promise prices, appointments or refunds and is not an emergency channel (§ 7). It also does not give legal advice; its answers may be incomplete or incorrect, and BGGI gives no warranty for them — liability under § 38 remains unaffected. The chat history may be stored in your browser; details are set out in the Privacy Policy and the Cookie Policy.

The form-filling aid suggests entries for forms to you — from information already stored in your account or in your case and from what you tell it. The suggestions are machine-generated; please check them before submitting. You remain responsible for the accuracy of your information. BGGI gives no warranty for the completeness and accuracy of the suggestions; liability under § 38 remains unaffected. Health information is processed for this purpose only if your consent to the processing of health data has been given.

If the voice function is switched on, you can speak to the AI assistant and listen to its answers. The voice function is subject to a charge and is paid for with voice credit; § 24 applies. Without sufficient credit, written use remains possible.

Video calls take place via a provider engaged by BGGI. Access is tied to the time window of the appointment and expires afterwards.

After a video call, an AI creates a summary of the conversation — one for you and one for the doctor, each in their own language. This also applies if a personal interpreter takes part. The summary appears in the respective portal on the case. It is included in the appointment and costs nothing extra.

For the summary, what is said in the conversation is transcribed; only the recognised text is stored, encrypted, neither audio nor image. Transcript and summary only take place if you and the doctor have each consented with yes before the start; the question is asked in one step together with the consent to the AI interpreter. If other persons take part, for example a personal interpreter, their consent is also required. If one side answers no, nothing is transcribed and no summary is created; the appointment still takes place.

The transcript is used only to create the summaries and is deleted as soon as both summaries have been created, at the latest after seven days.

The summary is a machine-generated memory aid and is labelled as such. It is not medical documentation, a medical finding or a treatment proposal and may contain errors or gaps. BGGI gives no warranty for the completeness and accuracy of the summary; liability under § 38 remains unaffected. What the doctor said in the conversation or communicated in writing is authoritative.

You can revoke your consent at any time with effect for the future. A revocation during the conversation ends the transcript; it is deleted, and no summary is created. The summary in your portal is deleted at your request, insofar as no statutory retention obligation precludes this.

Image and audio are not stored in any case, not even the audio of the AI interpreter; without these consents, nothing is transcribed. Subtitles of the AI interpreter exist only during the conversation. The original and translation are only filed in the case file if you have separately consented to this; a revocation deletes them.

Own recordings by individual participants are only possible with the consent of the other participants.

The platform offers a scanner with which you capture documents with your device's camera. In the applications for phones, the device's document scanner is used for this, in the browser our own. In both cases, the sheet is already recognised in your device, straightened and made more legible; only then are the pages transmitted and combined at BGGI into a single PDF file.

If your device offers text recognition, the text of the pages is also read there. It is transmitted with the pages, placed invisibly in the PDF file — the file remains an image but becomes searchable — and used to read out the information of the document: sender, recipient, date, invoice, customer and file numbers, amount and currency, bank details and contact details.

The captured pages are then classified by machine: type of document (report or other document), title, date, issuer and language. If text was recognised on the device, exclusively this text is sent to the model and no image; otherwise at most four pages are sent to the model as an image, always the first and the last.

This classification is an aid to organisation. It is not a medical assessment, a diagnosis or a review of content. Every document classified in this way is labelled as classified by machine; you can change the information. If the recognition is uncertain, your own preselection applies, and the interface asks for a check.

If the captures do not show a document, nothing is stored and the capture is not accepted. A maximum of 20 pages per process and a maximum of 8 MB per page are permitted.

Documents that you scan or upload and assign to a case are located in your portal in the folder of that case; documents without a case are located in the folder “Without case” and can be assigned there to one of your ongoing cases. A document that is assigned to a case cannot be moved to another case.

If BGGI has set a storage limit for own documents, it is shown together with the free allowance in your portal; documents filed by the system or by doctors, clinics and other providers do not count. If your storage space is 75, 90 or 100 percent full, BGGI notifies you in the portal and by e-mail; in the apps, only the notice appears. If it is full, the platform accepts further own documents only once space is free again; it always accepts documents relating to your treatment, such as findings, laboratory values, X-ray images, discharge reports and passports. You can book additional storage space as a subscription on the Love Your Life website, not in the apps; the platform displays the price, term and cancellation before booking. If the subscription ends, the additional space is withdrawn; your documents are not deleted as a result.

Consumers have a statutory right of withdrawal. Details, the model withdrawal form and the rules on premature expiry in the case of immediate performance of services can be found in the Information on the Right of Withdrawal at /widerruf.

Special features of the right of withdrawal for the membership, pharmacy orders, the letter of invitation without treatment, voice credit, travel health insurance and services in the field of beauty are set out separately in the Information on the Right of Withdrawal.

If you withdraw from a contract after BGGI has begun the services of a case at your express request, you owe compensation for the value of the services performed up to the withdrawal in accordance with the Information on the Right of Withdrawal. BGGI invoices it; it is due upon receipt of the invoice.

You can terminate your user account at any time or request its deletion via the data protection area. Statutory retention obligations, for example for invoice data, remain unaffected.

BGGI may terminate the user relationship without notice for good cause and close your account, in particular in the event of misuse, deception or a serious breach of these Terms. An account is closed only with a reason being stated; the reason is recorded and communicated to you.

If an account is closed because of misuse, deception or breach of contract, the e-mail address remains blocked for a new registration. In other cases, it is released; a new registration with this address leads to a new, empty account.

Services already paid for and ongoing treatments remain unaffected by a termination by you; if BGGI terminates the user relationship, § 17 applies to paid services that have not yet begun. What happens to credit is governed by § 13 para. 5 (starting credit via an agency's promotional link), § 19 (advance payment for a letter of invitation), § 20 (credit notes and refunds), § 23 (Customers invite customers) and § 24 (voice credit).

A termination of the user relationship takes effect at the end of the month in which it is received. After that, your account remains accessible for another three months so that ongoing cases, confirmed appointments and open invoices can be settled; from the time the termination takes effect, a new case can no longer be created. Once these three months have expired, access is closed. Irrespective of this, you can request earlier deletion of your data via the data protection area; statutory retention obligations remain unaffected.

BGGI endeavours to ensure high availability of the platform; maintenance windows and further development may lead to temporary restrictions. BGGI does not owe uninterrupted availability. Statutory rights, in particular under contracts for digital products, and liability under § 38 remain unaffected.

BGGI's service is the organisation and support of your case: making the platform available, preparing and presenting your case, case support and care support, the selection, booking and coordination of third-party services, communication with those involved, translation support and visa and travel organisation, where booked, as well as administration and payment processing. BGGI performs these services with due care but does not owe any particular success — in particular not the success of a treatment, the acceptance of your case, a particular appointment, a cost estimate of a particular amount, the grant of a visa or the conclusion of an insurance policy.

The medical, dental, nursing, therapeutic and pharmaceutical service, the transport, the accommodation, the insurance cover and any other specialist service are owed by, and are the sole responsibility of, the respective service provider — for example doctors, clinics, hospitals, beauty centres, pharmacies, care partners, interpreters, drivers, accompanying persons, transport and courier companies, accommodation landlords and insurers. Treatment contracts, insurance contracts and purchase contracts for medicinal products are concluded directly with the service provider. The service provider is liable for errors in the specialist service in accordance with the rules applicable to it; BGGI is not answerable for them. This does not apply to assignments under paragraph 3. Nor is BGGI answerable for the decision of a diplomatic or consular mission on a visa.

You book assignments of interpreters, drivers and accompanying persons with BGGI. The contract for the assignment is concluded between you and BGGI; BGGI engages the service providers in its own name. BGGI selects them carefully and requires proof of the necessary permits and insurance before approval. BGGI is answerable under the statutory rules for fault of the persons it deploys to perform these assignments; the extent is determined by paragraphs 7 to 9.

Damage from a road accident is borne by the motor vehicle liability insurance of the vehicle in which you are transported; this applies equally to transfer, journeys, patient transport and transport by third parties. BGGI is neither the keeper nor the driver of these vehicles and does not assume such damage. Your claims against the insurer, the keeper and the driver of the vehicle remain unaffected; likewise, BGGI's liability for its own breaches of duty under paragraph 6 remains unaffected.

Agencies and country offices are independent partners of BGGI; they do not act on behalf of BGGI and cannot make commitments for BGGI. Machine translation, AI interpreter, AI summaries, AI assistant, form-filling aid and the classification of scanned documents are aids under §§ 31 to 34; they are not medical, legal or other professional advice.

BGGI's liability for breach of its own obligations in organisation and support remains unaffected, for example in the selection and review of service providers, insofar as BGGI carries these out, in the passing on of information and documents and in payment processing. Paragraphs 7 to 9 apply to this.

BGGI is liable without limitation in the event of intent and gross negligence, for damage resulting from injury to life, body or health, under the Product Liability Act (Produkthaftungsgesetz), for fraudulently concealed defects and to the extent of a guarantee assumed.

In the event of a slightly negligent breach of an essential contractual obligation, BGGI is only liable for the damage typical of the contract that was foreseeable at the time the contract was concluded. Essential obligations are those whose fulfilment makes the proper performance of the Agreement possible in the first place and on whose observance you may regularly rely. Otherwise, BGGI is not liable for slight negligence.

Paragraphs 7 and 8 also apply to the personal liability of BGGI's legal representatives, employees and vicarious agents. Mandatory statutory rules remain unaffected, in particular your rights under contracts for digital products and the mandatory consumer protection rules of the state in which you have your habitual residence. These rules do not entail any change in the burden of proof to your detriment.

The Privacy Policy applies to the processing of personal data.

Health data are processed only on the basis of your separate consent to the processing of health data, unless a statutory obligation requires the processing. The consent is voluntary, revocable at any time with effect for the future and not part of these Terms.

BGGI certifies in your account every forwarding of documents to doctors and clinics, stating the recipient, the time, the documents forwarded and the underlying consent.

Each time a case is opened, you release the doctors and clinics of this case from medical confidentiality with a separate checkbox, to the extent necessary for treatment and invoicing (§ 4a of the consent to the processing of health data). If you revoke the release, the case is suspended; your access, the invoicing of services already provided and refunds continue.

BGGI treats your information and documents as confidential. It obliges its employees and the service providers it engages to confidentiality, including beyond the end of their activity.

BGGI passes on information and documents only insofar as these Terms, a separately concluded contract, your consent or a statutory obligation provides for this.

You keep your access data secret (§ 8 para. 1).

BGGI may amend the text of these terms, in particular to adapt it to a change in the legal situation or case law, to changed services and processes of the platform or to changed technical conditions. The amended version is displayed to you on the platform before it applies. The amended passages are displayed; the unchanged parts continue to apply unchanged.

Consent is given electronically on the platform. The time of consent and a checksum of the version consented to are recorded. Each version remains readable in the account file and can be retrieved there at any time; consent can thus be proven.

In addition, an e-mail about an amendment is sent to the address stored in the account. Irrespective of this, the amendment appears at the next login. The decision can be postponed; the notice then appears again.

Silence does not constitute consent. There is no deemed consent; without express consent, the version last consented to continues to apply.

If consent is not given, BGGI reminds you of it. If an amendment is urgent or legally mandatory, attention is additionally drawn clearly to it and to the consequences of not consenting. The reminders are sent within 30 days of the first display of the amended version. An amendment is urgent if, without it, the secure operation of the platform, the protection of data or the fulfilment of contractual obligations would be jeopardised; it is legally mandatory if a legal rule, an official or court decision or a binding requirement of a payment service, an app store or a supervisory body requires it and BGGI has no discretion of its own in this respect. The notice states the reason, the passage concerned and the consequence of not consenting. Even an urgent or legally mandatory amendment does not become effective without consent.

If you do not consent to an amendment, BGGI may only end the contractual relationship if there is an objective reason for doing so and continuation on the previous terms cannot reasonably be expected of BGGI. The termination is announced in advance with reasons; it is possible at the earliest after the expiry of 30 days from the first display of the amended version.

Services already paid for but not yet rendered as well as ongoing cases and appointments and assignments already confirmed are handled in accordance with the version last consented to; otherwise §§ 17, 18 and 20 apply. Statutory rights of withdrawal and termination remain unaffected.

A new signature is only required where the law prescribes a particular form for a declaration; it is then obtained separately. Separate consents, in particular to the processing of health data, are not covered by an amendment to these terms and are obtained separately where necessary.

If you consented to an earlier version of these Terms, this version applies to you from the time of your consent to it; until then, the earlier version continues to apply.

You declare terminations and consents under these Terms in text form, via the platform or by e-mail to info@love-you.life. No stricter form is required. For withdrawal, any unequivocal statement in accordance with the Information on the Right of Withdrawal suffices.

BGGI makes declarations to you in text form, via the platform or to the e-mail address stored in the account.

In addition to these General Terms and Conditions, you conclude with BGGI a separate Use and Service Agreement for Patients, which you accept on the platform. Doctors, service providers and other partners each conclude their own contracts.

In the event of contradictions between these General Terms and Conditions and the separately concluded contract, the separately concluded contract takes precedence. The Information on the Right of Withdrawal, the Privacy Policy, the consent to the processing of health data and the Information on Telemedicine apply in addition.

For their respective subject matter, the following take precedence over these Terms: the conditions of participation “Customers invite customers”, the Terms for Voice Credit, for cases in the field of beauty the Special Terms for the Field of Beauty and, for the insurance contract, the insurer's terms. The terms of the treating hospital or of the treating doctor apply to the treatment contract.

The law of the Federal Republic of Germany applies. Mandatory consumer protection rules of the state in which you have your habitual residence remain unaffected.

The statutory places of jurisdiction apply.

If you are a merchant, a legal entity under public law or a special fund under public law, the place of jurisdiction for all disputes arising from this contractual relationship is the registered office of BGGI in Bonn.

BGGI GmbH is neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

If individual clauses of these Terms are invalid or unenforceable, the validity of the remaining clauses remains unaffected. The invalid or unenforceable clause is replaced by the statutory rules.

This document is available in 24 languages. Only the German version is binding; the other language versions serve comprehension purposes.