Use and Service Agreement for Patients

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

This agreement sets out what Love Your Life does for you: we organise and support your treatment. The treatment itself is provided by doctors and clinics.

You only pay for services that we actually provide. You always see the total amount before booking.

The price includes a surcharge for our work. If an agency supports you, a surcharge for its support is added.

If a provider has performed a service for you on site, it can post the amount in your portal. You see the claim and pay online.

You pay an advance payment invoice within 14 days. Otherwise the case is closed; you can apply for it again.

We only process health data with your separate consent.

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

Those providing treatment are responsible for the treatment. We are liable for our own errors in accordance with the law, and only to a limited extent in the case of slight negligence.

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.

This Use and Service Agreement is concluded between BGGI GmbH, Rostocker Straße 43, 53117 Bonn, entered in the commercial register at Amtsgericht Bonn under HRB 26753 (“BGGI”), and the user who accepts it digitally via the “Love Your Life” platform, a brand of BGGI GmbH (the “Patient”). The term “Patient” applies to persons of any gender.

The Patient accepts the Agreement by entering their name, date of birth and, where possible, their address on the platform and confirming acceptance; no signature is required. The name is taken from the account, and the date of birth is compared with the information in the account.

If the Agreement is concluded for a family member, the family member is the Patient; the account holder acts on behalf of the family member, and both names appear in the Agreement.

The subject matter of this Agreement is the organisation and support of medical treatments and aesthetic procedures in Germany and in any other country that the Patient states as the place of treatment with city and country when opening a case (the “country of treatment”), including presentation to suitable doctors, clinics, hospitals and beauty centres, as well as the booking of services via the platform.

The treatment contract itself is concluded directly with the treating doctor, the clinic, the hospital or the beauty centre; BGGI does not become a party to the treatment contract.

For treatments outside Germany, the professional and liability rules of the country of treatment apply to the treating facility. BGGI organises and supports, does not treat and does not owe any treatment success; this applies equally in every country of treatment.

In addition, the General Terms and Conditions of BGGI (“GTC”) apply. This Agreement sets out the essential rules; the GTC contain the details. In the event of contradictions, this Agreement takes precedence.

BGGI prepares the Patient's enquiry, presents it to suitable doctors, clinics, hospitals or beauty centres, obtains feedback and, on request, cost estimates, and organises appointments.

If desired, the Patient books further services via the platform, for example interpreting, personal accompaniment, transfer, patient transport, a letter of invitation for the visa, the forwarding of an enquiry about travel health insurance, support with accommodation or flights and hotels (§ 30a of the GTC). Communication takes place in the Patient's language.

BGGI's service is organisation and support: making the platform available, preparing and presenting the case, case support and care support, selection, booking and coordination of further services, communication with those involved, translation support as well as visa and travel organisation, where booked, and administration and invoicing. The medical, nursing, therapeutic and pharmaceutical service, the transport, the accommodation, the insurance cover and any other specialist service are performed by, and are the sole responsibility of, the respective service provider on its own professional responsibility. The Patient books 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 the Patient and BGGI. Liability is governed by § 27.

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 the Patient's language and the language of the doctor. The assignment is taken by whoever accepts first.

The platform keeps the fields of medicine and beauty separate. The field of beauty comprises aesthetic procedures that are not primarily medically indicated; BGGI organises aesthetic procedures without medical indication only for persons of full age.

Photos that the Patient uploads in the beauty questionnaire are processed only with their express consent and passed on only to the providers to whom the case is presented. The treating hospital informs the Patient about suitability, risks and alternatives; BGGI does not promise any particular result.

If a case belongs in the other field, BGGI may move it after informing the Patient in advance. Services already booked are changed in the process only with the Patient's consent. Details are governed by § 4 of the GTC and the Special Terms for the Field of Beauty.

When submitting a case, the Patient chooses a first service: A — presentation 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. 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 case can be accepted; a brief assessment of the further procedure may be added. It is not a medical report, not a diagnosis and not a cost estimate. It is included in the price of presentation by BGGI; no separate doctor's fee is charged for it. The doctor who gives it is solely responsible for its content. The feedback and the written medical report appear in the Patient's 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.

In the case of A, a review fee of the hospital to which the doctor to whom the case is presented belongs may be added. Before submitting, the Patient sees a total amount including all surcharges for each option. After an acceptance, the Patient may request a cost estimate as a separate chargeable service. Details are governed by § 5 of the GTC.

If the agency supporting the Patient opens a case for them, it makes the choice under paragraph 1 on the Patient's behalf; the same services, prices and total amounts apply, and the invoice is addressed to the Patient. Details are governed by § 5 para. 6 of the GTC.

An appointment request is not yet a confirmed appointment. A deadline set by BGGI and shown in the portal (currently seven days) applies to its processing; if it expires without processing, BGGI chases up the processing. If no appointment has been agreed after the deadline has expired, the Patient may withdraw the appointment request; amounts already paid for this appointment are refunded (§§ 6 and 17 of the GTC).

Services initiated or booked via the platform are processed and paid for via the platform.

BGGI asks its partners to continue, via the platform, the care of patients whose case began via Love Your Life. This protects both sides: the case remains fully documented, and the arrangements on services and costs remain binding. BGGI makes the same request of the Patient: the Patient makes arrangements on an episode of treatment begun via the platform via the platform and not by bypassing it. The agreed costs for services already rendered remain owed even if the care is continued outside the platform.

The Patient's free choice of doctor remains unaffected.

Contact with doctors and clinics takes place via the platform. For an episode of treatment begun via the platform, the Patient uses the route via the platform even if contact details are apparent from documents; in this way every arrangement remains documented in the case and binding for all those involved. Emergencies and the free choice of doctor remain unaffected.

Each patient account is attached to exactly one agency. If the Patient registers via an agency's promotional link, the associated QR code or with its agency code, their account is attached to that agency; when registering via the link, no field for a code is displayed. If the Patient registers via the personal promotional link of a person attached to an agency, they are attached to the same agency. If the Patient registers without a link and does not enter an agency code, the platform allocates an agency to their account: first among the agencies operating in their country of residence, according to BGGI's classification of the agencies and, within the same classification, according to proximity to their place of residence; if there is no suitable agency there or no country of residence has yet been stated, to the fallback agency that BGGI designates for this purpose. There is no “no agency” option. The Patient is informed of this before completing registration. The attachment remains in place; no agency can take it away from another. BGGI can change it or transfer it to another agency; the agency can offer it to another agency, which must accept it. The Patient is informed of any change. Details are governed by § 13 of the GTC.

An agency to which the Patient 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 their account, supports the Patient: it accompanies their cases, assists them in their language with translation and communication, with visa and travel organisation and with the administration of their matters, and may see their cases insofar as it needs to for these tasks; access to health data requires their consent. An agency allocated by the platform sees only a pseudonymous identifier, the time of allocation and the status of their cases, not their name, contact details, file references or health data. The agency does not act on behalf of BGGI, cannot make commitments for BGGI and is itself responsible for its own statements and services.

If an agency supports the Patient under paragraph 2, it is involved in their cases, and the agency surcharge under § 12 arises; the involved agency is shown in the portal. If the platform has allocated an agency to the account or no agency has yet been attached to the account, no agency surcharge arises; the Patient pays only the platform surcharge. BGGI records the registration of the booked doctor, hospital or other provider via an agency; this gives that agency neither a share in nor any involvement in the Patient's cases. If BGGI has separately engaged an agency to support the hospital in which the Patient is treated, § 12 para. 3 applies to its share; it sees only the file reference, status and month of the case, not the Patient's name and no health data.

BGGI performs the services under § 3 with due care, informs the Patient of essential steps in their case, shows them the total amount before every booking and passes on information and documents only in accordance with § 28.

The Patient provides truthful and complete information, uploads legible documents and informs BGGI in good time of changes or cancellations. Incomplete or incorrect information may delay the organisation of the treatment or make it impossible.

The Patient states their name as it appears in Latin script in their passport and their date of birth as entered there; without a passport, another official identity document in Latin script applies. Name and date of birth are not translated and not transliterated into another script.

The Patient uses their personal promotional link and promotional code only for genuine, personal invitations in their own name and pays for services agreed or booked via the platform via the platform and not directly to doctors, hospitals or service providers.

The Patient pays the agreed fees in accordance with §§ 11 and 12.

The Patient follows the instructions of the treating doctors and of the clinic's staff and observes the house rules. The Patient ensures that their accompanying person also observes these instructions and the house rules; the Patient bears the costs of their accompanying person and is liable for damage culpably caused by that person as for their own fault. BGGI is not responsible for the consequences of instructions not being followed; § 27 para. 7 remains unaffected. Details are governed by § 9 paras. 6 and 7 of the GTC.

The Patient refrains from the following serious breaches: (a) deception about their 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 “Customers invite customers” programme, in particular through fake 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 the Patient commits such a breach, BGGI may claim compensation for the resulting damage in accordance with the statutory rules and terminate the Agreement under § 26. No contractual penalty is agreed.

It is not a serious breach within the meaning of this section if the Patient does not accept a service or accepts it late, does not attend an appointment, falls into arrears with a payment or withdraws from the Agreement, in particular by withdrawal, cancellation or termination. The free choice of doctor remains unaffected; treatment that demonstrably comes about independently of the platform is not a breach.

The prices that BGGI shows for its own services and the platform surcharge (§ 12) are the fee for the services under § 3 para. 3 that BGGI actually performs for the Patient. 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 the case being presented to them or for the Patient choosing them.

All prices are displayed transparently on the platform before booking; the total amount displayed at the time of booking is authoritative. Payment is made via the payment methods offered on the platform. § 24 and the GTC apply to cancellations and refunds.

The payment term of an invoice is 14 days. After the deadline has expired, BGGI sends a reminder of the outstanding payment. Services marked as payable in advance are only performed or activated after confirmed receipt of payment. For the advance payment invoice (pro forma invoice) of a case, BGGI sends reminders on the third and the tenth day; if it has not been paid by the fourteenth day, it is withdrawn, and the case is closed and is no longer visible to the Patient and their agency, unless a service in it has already been paid for, the invoice has been partially paid or no decision has yet been made on an announced bank transfer. The Patient may apply for the case again. Details are governed by § 11 paras. 9 and 10 of the GTC.

Invoices are issued in euros. Instead of in euros, the Patient may pay in US dollars; an exchange rate surcharge is then added, which BGGI displays before payment (currently 4 percent). Details are governed by § 15 of the GTC.

For a service that is agreed or rendered on site, BGGI's administration or the agency supporting the Patient can create an amount on their case and collect it in their presence — by card, via a QR code or payment link, by bank transfer or in cash against a receipt of the platform. Cash is accepted only by the administration and by units for which BGGI has expressly activated cash payments; if the cash payments for a case reach the amount set by BGGI, only after a declaration on the source of funds. The payment term, reminders and withdrawal under paragraph 3 do not apply to this billing document. Details are governed by § 11 paras. 11 and 12 of the GTC.

BGGI's surcharges are included in the prices displayed; they are not invoiced additionally. The rates at the time of booking are authoritative.

On the prices of doctors, clinics, hospitals and beauty centres, including the hospitals' pass-through fees, BGGI levies a platform surcharge, currently 15 percent on treatment costs and 15 percent on amounts that a doctor sets for their own services via the platform. BGGI may set a different rate for individual countries; the rate shown in the offer is authoritative. In the family tariff and in the Patient VIP tier, the rate under § 12 para. 2 of the GTC (currently 15 percent, at most the rate otherwise applicable) applies to the services of doctors and hospitals. The platform surcharge is the fee for the organisation and support by BGGI under § 3 para. 3.

If an agency supports the Patient under § 8 para. 2, an agency surcharge is added (currently 8 percent, of which currently 2.5 percent for the agency that supports the Patient; BGGI may set different rates for each country); the agency surcharge is the fee for the agency's support services under § 8 para. 2 and for their administration and invoicing by BGGI. The agency's share is received exclusively by the agency that supports the Patient, always in full. If BGGI has separately engaged an agency to support the hospital in which the Patient is treated and to accompany the patients treated there, that agency receives a further share of the agency surcharge as remuneration for this support, but only if it has provided proof of the support for the Patient's case. The remaining part remains with BGGI. The registration of a provider via an agency gives that agency no share from the Patient's cases. Without a supporting agency, no agency surcharge arises; in that case only the platform surcharge applies.

Both surcharges are calculated side by side on the net amount, i.e. without the other surcharge and without VAT, and not on top of each other. Example based on the current rates: for a net treatment amount of 10,000 euros, 1,500 euros platform surcharge and 800 euros agency surcharge are added; the Patient pays 12,300 euros, plus VAT where applicable.

The agency surcharge is calculated on every service of the case, in each case on its net amount, in particular on doctor, clinic and treatment costs, BGGI 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 insurance, but not on the insurance premium, the membership, voice credit, orders at the pharmacy (paragraph 6), 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; the platform surcharge is not levied on it. If the involved agency is an active agent, the agency surcharge increases according to its tier by 2 percentage points per tier, while the platform surcharge decreases by 1 percentage point per tier, never below zero; the starting point is the rates under paragraphs 2 and 3, in the highest tier, tier 11, at the current rates 28 percent agency surcharge with 5 percent platform surcharge. The higher surcharge is borne by the Patient. In every tier, too, the agency surcharge is solely the fee for the support services under § 8 para. 2, and both surcharges are calculated side by side on the net amount. The net treatment amount is the basis of the platform surcharge on the treatment; every service of the case with its net amount is the basis of the agency surcharge. Details are governed by § 12 of the GTC.

If a doctor, a hospital or another provider on the platform has performed a service for the Patient on site that has not been booked and paid for via the platform, the provider may enter the amount and reason on the platform (“Direct Payment on Site”). The claim appears immediately, without prior review by BGGI, in the Patient's portal, together with a notification that leads directly to payment. The provider, amount, reason and date are displayed; the provider is responsible for the reason and the 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 being 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. No agency surcharge is levied on it, and no agency receives anything from it.

The Patient pays online via the platform as with other payments; with their payment to BGGI, the provider's claim for this service is satisfied. There is no dunning notice, only a reminder. The provider may withdraw an unpaid claim; a paid claim can only be withdrawn by BGGI's administration, in which case the amount is refunded in accordance with § 20. Details are governed by § 12a of the GTC.

If the Patient requests a letter of invitation without treatment, they make an advance payment in the amount displayed before the request (currently 3,000 euros) and pay the processing fee for the letter of invitation. The advance payment is offset against treatment and doctor's costs of a later treatment, not against fees.

Until the letter of invitation is issued, the advance payment is refunded in full in the event of cancellation or if the letter is not issued. From issuance onwards, a refund is excluded, even if no treatment takes place or the visa is refused; offsetting remains possible. The statutory right of withdrawal remains unaffected. Details are governed by § 19 of the GTC and the information on the right of withdrawal.

Patient transport can only be booked via a cost estimate. The executing company states its price to BGGI, BGGI adds its share as the fee for organising, coordinating and invoicing the transport and states the total amount to the Patient. The order only becomes binding upon acceptance by the Patient (§ 29 of the GTC). The executing company carries out the transport on its own responsibility; BGGI organises it.

If desired, BGGI forwards an enquiry from the Patient about travel health insurance to an insurer. The insurance contract is concluded exclusively between the Patient and the insurer. BGGI is neither an insurer nor an insurance professional acting for policyholders (Versicherungsmakler), does not advise on the selection of an insurance product and receives no remuneration from the insurer.

The Patient pays BGGI the insurer's premium, which BGGI accepts and forwards on the Patient's behalf, as well as a processing fee of BGGI (currently 25 euros); both amounts are shown separately. The policy is made available in the portal. Details are governed by § 30 of the GTC.

Once the cost estimate has been accepted and the treatment has been paid to BGGI, BGGI offers the Patient, on their case, a voluntary complication insurance from an insurer which covers additional costs in the event of complications of the treatment in accordance with the insurer's terms. The insurance contract is concluded exclusively between the Patient and the insurer. 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.

The Patient pays the premium via the platform to BGGI; it corresponds to the insurer's price, without any surcharge. BGGI accepts it on the Patient's behalf and forwards it to the insurer; the insurer sends the policy directly to the Patient. BGGI may receive a remuneration from the insurer for the offer; it does not increase the premium. Details are governed by § 30b of the GTC.

The platform offers memberships and subscriptions. Scope, price, term, renewal and termination are set out in §§ 25 and 26 of the GTC and the conditions displayed on the platform; this Agreement does not repeat them.

A membership is not a prerequisite for the organisation of a treatment. It can be terminated under the conditions set out in the General Terms and Conditions.

Membership benefits, in particular the reduced platform surcharge, apply only as long as the membership is valid; for the services of a case they apply only if the membership has been paid for the month in which the case was opened (§ 25 para. 10 of the GTC).

The storage space for own documents, the notices at 75, 90 and 100 percent occupancy and the booking of additional storage space as a subscription on the website are governed by § 34 of the GTC.

Via the platform, prescriptions issued by doctors can be transmitted to connected pharmacies and medicinal products can be ordered and delivered. The purchase contract for the medicinal products is concluded directly with the pharmacy; BGGI transmits, organises and invoices. The pharmacy is responsible for the quality, effect and tolerability of the medicinal products and for pharmaceutical advice; delivery is carried out by engaged delivery and courier services.

Dispensing is governed by pharmaceutical and pharmacy law. Whether a prescription is required for dispensing is decided solely by the pharmacy; if it requires one, dispensing takes place only once a valid prescription is available. The pharmacy may refuse an order, stating a reason. Separate consent to the processing of health data is required for the transmission of a prescription.

If an agency supports the Patient, the surcharge under § 12 para. 6 is included in the total amount of the order; it is due in full to BGGI.

Delivery to a country other than that of the pharmacy takes place only if the Patient attended an on-site appointment with the prescribing doctor in Germany via the platform, has returned home and the same doctor has issued the prescription for continued treatment via the platform. Handover takes place only against a scan of the receipt code that the Patient's portal displays for the delivery. Details are governed by § 27 of the GTC.

The platform offers translations and an AI-assisted interpreter — in messages, in documents and in the video call. This help makes communication easier; it is not a certified translation and is provided without warranty as to accuracy and completeness; liability under § 27 remains unaffected.

The statement of the treating doctor remains authoritative. For legally binding purposes — for example vis-à-vis authorities, for a visa or for an insurance — a certified translation is required; it can be booked via the platform.

The AI interpreter in the video call is used only with the Patient's prior express consent; it may additionally appear as a labelled, artificially generated face. Transcript and summary of video calls are governed by § 19. Otherwise, conversations are not recorded; a recording is only made if all participants have expressly consented in advance, and consent can be revoked at any time with effect for the future.

The platform may offer an AI assistant in the chat and an AI filling aid for forms. Both are recognisable as AI, do not give medical advice and do not make any binding commitments; the Patient checks suggestions of the filling aid before submitting. Nor do they give legal advice; BGGI gives no warranty for the accuracy of their answers and suggestions, and liability under § 27 remains unaffected. The assistant's voice function is paid for with voice credit (§ 23). Details are governed by §§ 31 and 32 of the GTC.

Via a link from their doctor, the Patient can book one hour of interpreting by the AI interpreter Lina for a conversation on site; Lina speaks only as a voice, and nothing is recorded. Details are governed by § 31a of the GTC.

After a video call, an AI creates one summary each for the Patient and for the doctor, each in their own language, even if a personal interpreter takes part. It appears in the respective portal with the case, is included in the appointment and costs nothing extra.

For this purpose, what is said in the conversation is transcribed; only the recognised text is stored, encrypted, neither sound nor image — but only if the Patient and the doctor have each consented with yes before the start, asked in one step together with the consent to the AI interpreter, and if further participants have also consented. If one side does not consent, nothing is transcribed and no summary is created; the appointment takes place nonetheless.

The transcript is used only for the summaries and is deleted as soon as they have been created, at the latest after seven days. The summary is labelled as machine-generated, is not medical documentation or a medical finding and may contain errors; the doctor's statement is authoritative. BGGI gives no warranty for the completeness and accuracy of the summary; liability under § 27 remains unaffected. Consent can be revoked at any time with effect for the future; the summary in the Patient's portal is deleted at their request, unless a statutory retention obligation prevents this. Details are governed by § 33 of the GTC.

Overpaid amounts, credit notes and refunds are shown on the platform. BGGI first prepares them; a prepared credit note or refund affects neither the credit balance nor the final statement of the Patient and is not displayed to them. If the Patient pays more than is outstanding, BGGI prepares the refund of the overpaid amount.

A prepared credit note or refund only becomes effective after BGGI has reviewed and released it. Release takes place according to the four-eyes principle; whoever prepares a credit note does not release it themselves. A separate release is additionally required for a payout. Credit from “Customers invite customers”, voice credit, the starting credit via an agency's promotional link and the advance payment for a letter of invitation after its issuance are not paid out (§§ 8, 13 and 23).

A credit note may cover the entire amount or part of it (partial credit note); likewise, an amount may be refunded in full or in part (partial refund). A credit note is offset against the next claim against the Patient; a refund is transferred or, in the case of a card payment, credited back to the original payment via the payment service provider.

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.

A refund never exceeds the amount paid for it, and the same amount is not refunded twice. Up to a share of the basis set by BGGI (currently 10 percent), the case handler decides; above that, the administration additionally decides.

The status can be viewed on the platform at any time. Statutory claims to repayment remain unaffected.

The Patient pays all costs of the treatment in advance via the platform; the basis is the accepted cost estimate. The Patient also pays additional costs arising on site via the platform — on their case, via a QR code or payment link or by bank transfer — and not directly to the clinic.

The basis of the final settlement is the clinic's invoice. If the clinic has provided less than the Patient has paid, BGGI refunds the difference, including the surcharges attributable to it, without a separate application within 14 days of receipt of the clinic's invoice.

The clinic provides services beyond the paid scope only with the prior consent of the Patient given via the platform, and 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 and are payable within 14 days. BGGI does not assume any additional costs of the treatment, even if they remain unpaid; § 27 remains unaffected. Details are governed by §§ 16 and 20 of the GTC.

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.

When a credit note is released, it is decided at the same time what happens to the service concerned: it remains active, it remains partially active, it is cancelled, or the decision is deferred — in which case the service entitlement is suspended until the administration has decided.

Payment is no longer demanded for a credited or cancelled service. Who decided on the service entitlement, when and for what reason is recorded.

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 the Patient. Whether a service is refundable follows from its service description and the General Terms and Conditions.

Via the “Customers invite customers” programme, the Patient may invite new users with their personal promotional link, the associated QR code or their promotional code. 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 the promotional link is issued for the first time, the Patient declares on the platform that none of these cases applies; the time and version of the declaration are stored, and without this declaration no promotional link is issued. Doctors have no promotional link; the promotional link of a person to whom one of these cases applies has no effect, and links previously issued to doctors no longer have any effect.

Via the promotional link, up to 10 persons can initially be invited (starting quota). For each invited person who has been treated via the platform, a further slot is added immediately, one slot for each person treated, without tiers and without a minimum number; the Patient is notified of each increase. If the inviting person is attached to an agency, a patient who registers via their promotional link is attached to the same agency (§ 8); if this agency supports the inviting person, the agency surcharge under § 12 arises for that patient's cases.

Credit from the “Customers invite customers” programme is not paid out and not transferred. It reduces, as a discount, the price of the Patient's own services, once per case across all services of the case, up to the share and maximum amount stated in the Conditions of Participation “Customers invite customers” and in the portal. It expires if it has not been used for twelve months, and upon closure of the account. If the programme ends, it remains usable for at most six months; a running twelve-month period is not extended as a result. The Conditions of Participation “Customers invite customers” and § 23 of the GTC apply.

Voice credit can only be used for the voice function. It is not paid out and not refunded; the statutory right of withdrawal remains unaffected. It can be used for twelve months from the date of purchase and expires upon deletion or closure of the account and upon its blocking due to a breach of the GTC or this Agreement. The Terms for Voice Credit and § 24 of the GTC apply.

Video consultations can be cancelled free of charge up to 24 hours before the confirmed appointment; in the event of later cancellation or non-appearance of the Patient, no refund is made unless the Patient proves that it was impossible for them to attend through no fault of their own. If the doctor or BGGI cancels the appointment or the doctor does not appear, the Patient receives the full amount back or, at their choice, a replacement appointment.

If an interpreter, driver or accompanying person does not appear for a confirmed assignment, the Patient receives a full refund of the amount paid. If the Patient does not appear, the assignment is charged in full; this also applies to accompaniment and video assignments. For the AI interpreter, only 50 percent of the price of this service is charged if the Patient does not appear; the doctor's fee remains unaffected.

The Patient remains entitled to prove that it was impossible for them to attend through no fault of their own or that BGGI has suffered no damage or significantly less damage. Details, including on the cancellation of assignments, on the concurrent cancellation of a personal interpreter when a video consultation is cancelled and on the correction of an incorrect entry of non-appearance, are governed by §§ 17 and 18 of the GTC. Further statutory claims of the Patient remain unaffected in accordance with § 27.

The Patient may withdraw from a booked treatment if the Patient dies — the right then passes to the Patient's heirs —, if the Patient's state of health deteriorates so seriously that the treatment cannot take place, as evidenced by a medical certificate, or if the Patient's visa is refused despite complete and correct documents, as evidenced by the decision of the diplomatic or consular mission. Further statutory rights remain unaffected.

The remuneration for the organisation and accompaniment provided up to that point, including the letter of invitation and visa support, remains owed; § 13 applies 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 demonstrably incurred by the clinic for this treatment. Details are governed by § 17a of the GTC.

Before acceptance of a cost estimate, BGGI may change a wish of the Patient for a particular doctor or a particular hospital, stating a reason. After acceptance, the doctor or hospital named in it is replaced only with the consent of the Patient given in the portal, and only by an equivalent doctor or an equivalent hospital at the same or a lower price.

If a booked service cannot be provided, BGGI first offers a replacement. If the Patient refuses it or if there is none, the Patient may set BGGI a deadline of 14 days for performance and, after it has expired, terminate the contract for this service. The Patient then receives the full amount of the service not provided back, including the surcharges and fees for the organisation attributable to it. Details are governed by § 17b of the GTC.

If a service cannot be provided or cannot be provided on time due to force majeure, for example due to war, unrest, natural disasters, epidemics or official restrictions on travel or treatment, neither party is liable for the delay or the failure. Where possible, the service is postponed; if it does not take place, § 24a para. 2 applies accordingly. Details are governed by § 17c of the GTC.

Consumers have the statutory right of withdrawal. The details are set out in the information on the right of withdrawal on the platform, including the particularities of the letter of invitation without treatment, voice credit, travel health insurance, services in the field of beauty, membership and pharmacy orders.

If the Patient withdraws after BGGI has begun the services of a case at their express request, they owe compensation for the value of the services provided 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.

The Agreement runs for an indefinite period. The Patient may terminate it at any time in text form. The cancellation rules of §§ 17 and 18 of the GTC apply to services already booked.

BGGI may terminate the Agreement for good cause without notice and close the account, in particular in the event of misuse, deception or a serious breach of contract. The account is only closed with a reason being stated; in the event of misuse, deception or breach of contract, the e-mail address remains blocked for a new registration (§ 36 of the GTC).

Upon termination of the Agreement and closure of the account, credit from “Customers invite customers” and voice credit expire in accordance with § 23. The same applies to the starting credit under § 8 para. 4. Claims to payout of released credit notes and refunds under § 20 remain unaffected; § 13 applies to the advance payment for a letter of invitation.

A termination takes effect at the end of the month in which it is received; it does not take effect immediately. After it takes effect, the account remains accessible for a further three months so that ongoing cases, confirmed appointments and open invoices can be settled. From the time it takes effect, no new case can be created. After these three months have expired, access is closed; invoices, proofs and logs are retained in accordance with the statutory periods. The Patient may request earlier deletion of the data in accordance with the Privacy Policy; claims arising from services already rendered remain unaffected.

BGGI's service under this Agreement is organisation and support: making the platform available, preparing and presenting the 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 the 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.

The Patient books assignments of interpreters, drivers and accompanying persons with BGGI. The contract for the assignment is concluded between the Patient 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 the Patient is 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. Claims of the Patient 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. Translation, AI interpreter, AI summaries, AI assistant and filling aid are aids under §§ 18 and 19; they are not medical, legal or other professional advice.

The processing of personal data is governed by the platform's Privacy Policy.

For health data (Art. 9 DSGVO), BGGI obtains separate, express consent. The Patient gives consent to disclosure in the individual case for each case together with the city and country of treatment. Consent is voluntary, revocable at any time with effect for the future and not part of this Agreement. Without it, certain services, in particular the forwarding of medical documents to doctors and clinics, cannot be provided.

BGGI certifies every forwarding of documents in the Patient's account with recipient, time, documents forwarded and the underlying consent; the certificate can be retrieved as a PDF file.

The Privacy Policy and the consent to the processing of health data apply to access by an attached agency to the Patient's cases (§ 8) and to the transcript and summary of video calls (§ 19).

Each time a case is opened, the Patient releases 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 the Patient revokes the release, the case is suspended.

BGGI treats all information and documents of the Patient 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 this Agreement, a consent of the Patient or a statutory obligation provides for this.

The Patient keeps their access data secret (§ 8 para. 1 of the GTC).

BGGI may amend the text of this Agreement, 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 the Patient 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 name, date of birth and, where stated, address, the time of consent and a checksum of the version consented to are recorded. Each version remains legible in the account's 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 the Patient 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 the Patient does not consent to an amendment, BGGI may only terminate 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 already confirmed are handled in accordance with the version last consented to; otherwise §§ 20 and 24 apply. Statutory rights of withdrawal and termination remain unaffected.

The Patient declares terminations and consents under this Agreement 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 the Patient in text form, via the platform or to the e-mail address stored in the account.

The law of the Federal Republic of Germany applies. Mandatory consumer protection rules of the state in which the Patient has their habitual residence remain unaffected.

The statutory places of jurisdiction apply.

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

If individual clauses of this Agreement are invalid or unenforceable, the remainder of the Agreement remains valid. 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.