Information on the Right of Withdrawal

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

As a consumer, you can withdraw from a contract with BGGI within 14 days without giving reasons.

A clear statement is sufficient, for example by letter or e-mail. You can use the model form at the end, but you do not have to.

After a withdrawal, you get your money back. If the service has already begun at your request, you pay for the part that was provided up to the withdrawal.

If the service has already been provided in full at your request, your right of withdrawal may have expired. We point this out to you before the start.

Special rules apply to some services, such as invitation letters, voice credit, orders in the pharmacy, insurance and purchases in app stores. They are set out further below.

You conclude the treatment contract with the doctor or the treating facility. This information does not apply to it.

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day of the conclusion of the contract.

To exercise your right of withdrawal, you must inform us (BGGI GmbH, Rostocker Straße 43, 53117 Bonn, telephone: +49 228 50446781, e-mail: info@love-you.life) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an e-mail). You may use the attached model withdrawal form, but this is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

In the case of a contract for the supply of services, the right of withdrawal expires prematurely if we have fully performed the service and only began the performance after you gave your express consent and at the same time confirmed your acknowledgement that you lose your right of withdrawal once we have fully performed the contract (§ 356 para. 4 BGB).

When a case is opened and when services to be performed immediately are booked, for example the submission of a case with a short response, a short-notice video consultation or an urgent second opinion, we obtain this express consent and confirmation of acknowledgement before performance begins.

This information applies to contracts that you conclude as a consumer with BGGI GmbH via the platform “Love Your Life”, in particular to the Use and Service Agreement and to services that you book with BGGI via the platform.

You conclude treatment contracts directly with the doctor or the treating facility. Whether and to what extent a right of withdrawal exists for them is governed by the law applicable to them; this information does not apply to them.

If you withdraw from a contract after we have already begun the services of a case at your request, we will invoice you for the services performed until receipt of the withdrawal the amount according to the section “Effects of withdrawal”. The amount is calculated proportionately according to the agreed price of these services and falls due upon receipt of the invoice.

Services not yet performed at the time of withdrawal are not charged; amounts already paid for them will be refunded to you in accordance with the section “Effects of withdrawal”. Amounts that we have forwarded to third parties on your behalf are governed by the contract with the respective third party.

The membership is a contract for the recurring supply of services. The right of withdrawal of fourteen days from the conclusion of the contract described above also applies to it.

If you expressly request that the membership begin during the withdrawal period and you withdraw afterwards, you owe proportionate compensation for the value of the services performed until the withdrawal.

Irrespective of the right of withdrawal, you can terminate the membership at any time via the portal (§ 25 of the General Terms and Conditions). A termination is not a withdrawal: it takes effect at the end of the paid month and does not affect invoices already incurred.

For the ordering of medicinal products via the platform, the right of withdrawal applies with the following restriction: in the case of sealed goods which are not suitable for return due to health protection or hygiene reasons, the right of withdrawal expires if the seal has been removed after delivery (§ 312g para. 2 no. 3 BGB).

As long as an order has not yet been paid, you can cancel it via the portal; after payment, only BGGI can cancel it until dispatch. Amounts already paid are returned in accordance with the rules on credit notes and refunds (§§ 20 and 27 of the General Terms and Conditions).

Whether and to what extent medicinal products can otherwise be taken back is governed by the rules of pharmaceutical law and by the conditions of the dispensing pharmacy. There is no return function on the platform.

If you purchase the membership in one of our phone apps, the purchase is made via the Apple App Store or Google Play, depending on which store your device uses. Withdrawal, refund and termination are then governed by the terms of the respective store; please contact the store directly with any such request.

A subscription purchased in the store can neither be terminated nor refunded via the BGGI portal. You handle termination, change of tier and refund in the subscription management of your device. Your statutory rights vis-à-vis the store remain unaffected.

For all other services booked via the platform, this information on the right of withdrawal applies unchanged, even if you book them in a phone app.

If you request an invitation letter without treatment, you make an advance payment which is later offset against treatment and doctor costs, and you pay the processing fee for the invitation letter (§ 19 of the General Terms and Conditions). The right of withdrawal described above also applies to this contract.

If you withdraw before the invitation letter has been issued, you receive the advance payment back in full. You also receive the processing fee back; if you requested that processing begin during the withdrawal period, you owe reasonable compensation for the value of the processing performed until the withdrawal.

Before the withdrawal period expires, the invitation letter is only issued if you expressly request this and at the same time confirm that you are aware: with the issue, the service is fully performed, your right of withdrawal expires, and the advance payment is no longer refunded from that point on. If you do not request this, the invitation letter is only issued after the withdrawal period has expired.

After issue, a refund of the advance payment is excluded; offsetting against later treatment and doctor costs remains possible. Your statutory rights, for example in the case of a defective invitation letter, remain unaffected.

By purchasing voice credit, you conclude a contract for the use of the voice function, which you pay for with the credit. The right of withdrawal of fourteen days from the conclusion of the contract described above also applies here.

You can use the credit immediately if, when purchasing, you expressly request that we begin performance during the withdrawal period. If you withdraw afterwards, we will refund the part of the amount paid that has not yet been used; for the part used until the withdrawal, you owe compensation for value in the amount of the credit used.

If you have additionally confirmed that you are aware that your right of withdrawal expires upon complete performance of the contract, it expires as soon as the purchased credit has been used up completely.

Outside of a withdrawal, voice credit is neither refunded nor paid out. The period of use and expiry are governed by § 24 of the General Terms and Conditions and the terms for voice credit.

You conclude the insurance contract with the insurer, not with BGGI. Whether and how you can withdraw from it follows from the rules applicable to insurance contracts and from the insurer's information in your contract documents. Please address the withdrawal from the insurance contract to the insurer.

This information on the right of withdrawal applies to BGGI's service, i.e. forwarding your request, receiving and forwarding the premium and providing the policy in return for the processing fee. The right of withdrawal for this service expires under the conditions set out in the section “Premature expiry of the right of withdrawal” if it has been fully performed once the policy has been made available.

If you withdraw from the contract with BGGI before the premium has been forwarded to the insurer, you also receive the premium back. If the premium has already been forwarded, its refund is governed by the insurance contract; we will pass on to you any amounts that the insurer repays to BGGI.

This information on the right of withdrawal applies to BGGI's organisational and support services in the field of beauty in the same way as in the field of medicine.

The treatment contract for an aesthetic procedure is concluded directly with the treating facility or the treating doctor. Whether and to what extent a right of withdrawal exists for it is governed by the law applicable to this contract; BGGI can neither grant nor exclude this right.

Irrespective of the right of withdrawal, you can cancel services that have not yet begun in accordance with § 17 of the General Terms and Conditions. The treating facility is responsible for information and sufficient time for reflection before the procedure.

(Complete and return this form only if you wish to withdraw from the contract.)

To: BGGI GmbH, Rostocker Straße 43, 53117 Bonn, e-mail: info@love-you.life

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*):

— Ordered on (*) / received on (*): ____________

— Name of consumer(s): ____________

— Address of consumer(s): ____________

— Signature of consumer(s) (only if this form is notified on paper): ____________

— Date: ____________

(*) Delete as appropriate.

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

This information is displayed to you in the language in which you use the platform and is made available to you in this language before the conclusion of the contract.