Transparency

Last updated: 21 October 2026. Version 1.0

This page gathers in one place the information that Ivory World, Lda. ("IVORY", "we", "us") makes public about who we are, how we are regulated, who our psychologists are, what our services cost, how to complain and where to find our legal documents. It summarises our other documents. If there is a difference, the full text of the document linked from each section prevails.

1. Who we are

  • Company: Ivory World, Lda. (a limited liability company), trading as "Ivory Therapy" and "IVORY".
  • Tax and company number (NIPC): 516 906 739 (VAT number PT516906739).
  • Commercial registry: registered at the Commercial Registry (Conservatória do Registo Comercial) under the single registration and tax number 516 906 739.
  • Email, for every subject: care@ivory-therapy.com. Please say in the subject line what your message is about.
  • Phone: IVORY does not offer phone support. We communicate by email.
  • Website: https://ivory-therapy.com

IVORY runs an online store (clothing, accessories and Healing Giftcards) and, from 1 November 2026, online psychology consultations. More details are in our Legal Notice and our Contact Information page.

2. Registration with the Health Regulatory Authority (ERS)

From 1 November 2026, IVORY will be the entity responsible for the health care establishment "Ivory Therapy", a telemedicine unit that will provide psychology consultations (area of practice: Clinical Psychology) exclusively at a distance.

The entity and the establishment will be registered with the Entidade Reguladora da Saúde (ERS), the Portuguese Health Regulatory Authority (www.ers.pt). The registration numbers and the way to check them on the ERS website will be published on this page and in our Legal Notice once the registration has been issued.

Until 1 November 2026, IVORY does not operate as a clinic or health establishment: it only puts clients in touch with independent psychologists, who provide the sessions under their own professional responsibility.

3. Clinical responsibility and the psychologists

  • Psychologists: the acts of psychology are carried out only by psychologists with active registration with the Ordem dos Psicólogos Portugueses (OPP), the Portuguese Order of Psychologists. IVORY is a company, not a psychologist.
  • Rules they follow: the Statute of the OPP and the Code of Ethics approved by Regulation no. 898/2024 of 14 August. Both are available at www.ordemdospsicologos.pt.
  • How to check a registration: on the website of the OPP, www.ordemdospsicologos.pt.
  • Clinical Director: from 1 November 2026, a Clinical Director (Technical Director), a psychologist registered with the OPP, will be responsible for the clinical activity of the establishment.
  • Clinical team: the team, with each psychologist's name, professional registration number and area of practice, will be listed on our website.
  • Outside Portugal: our psychologists use only the professional title recognised in Portugal. They are not registered or authorised to practise with the authorities of other countries. For what this means if you live outside Portugal, see section 5 of Part II of our Terms of Service.

4. Services and prices

From 1 November 2026, we offer individual and couples consultations online, by video call, in Portuguese and English. The full conditions are in Part II of our Terms of Service. An overview of the service is on our therapy page.

Service Duration Price
Individual consultation 50 minutes EUR 45.00
Couples consultation 60 minutes EUR 60.00
  • VAT: psychology consultations are exempt from VAT under Article 9 of the Portuguese VAT Code.
  • Price changes: prices may be updated. The price that applies is the one shown on the booking platform before you confirm your booking.
  • Session vouchers: every item with a price above 0 euros, other than a Healing Giftcard, includes one session voucher for one individual session, for an adult aged 18 or over, at no additional cost. A couples session is always paid. The conditions are in section 21 of Part II of our Terms.

5. How sessions work and your consent

For consultations provided from 1 November 2026, under Part II of our Terms:

  • Sessions are held at a distance, in real time, by video call and by prior appointment. We do not offer in-person sessions.
  • Before your first session you read the information on remote psychological intervention (its limits, risks, privacy rules and emergency procedure) and give your informed consent yourself. At the start of the first session, the psychologist confirms your consent and records it.
  • You can withdraw your consent at any time, without penalty.
  • Sessions are not recorded without your specific written consent, and you must not record them yourself.

Please read our Informed Consent page before you book.

6. Your rights as a patient

As a user of health services, you have the right, among others, to:

  • choose your psychologist and change psychologist;
  • receive clear information about the service, the prices, the risks and the alternatives;
  • give or refuse consent, and withdraw it at any time;
  • confidentiality and protection of your data;
  • access your clinical record and obtain proof of attendance;
  • be treated with respect and dignity, without discrimination;
  • make suggestions and complaints.

The full list of rights and duties is in section 19 of Part II of our Terms.

7. Complaints

We answer every complaint in writing. From 1 November 2026, complaints about the Psychology Services are reviewed by the Clinical Director, and IVORY sends each complaint and its reply to the ERS through its complaints management system (SGREC), within the deadlines set by law. The same rules are in section 24 of Part II of our Terms.

8. Consumer disputes about store purchases

For a consumer dispute about the purchase of products from the store, you can use a consumer dispute resolution body: the consumer arbitration centre for the area where you live or, if none applies, the CNIACC (www.cniacc.pt). The list of bodies is at www.consumidor.gov.pt. For cross-border disputes in the European Union you can contact the European Consumer Centre Portugal (cec.consumidor.pt).

These bodies do not deal with health services. Complaints about the Psychology Services follow the route in section 7.

9. Your personal data

  • Controller: Ivory World, Lda. Contact: care@ivory-therapy.com. We have not appointed a Data Protection Officer. For the clinical records of sessions held before 1 November 2026, the psychologist who gave the session is responsible (Privacy Policy, B1).
  • Your rights: access, correction, erasure, restriction, portability, objection, and withdrawal of consent (Privacy Policy, Part D). You can also complain to the Portuguese data protection authority, the CNPD (www.cnpd.pt).
  • Health data: data about your care is used only for the purposes listed in Part B of our Privacy Policy (for example, providing and managing your care, invoicing, managing our establishment, clinical supervision, complaints and our legal obligations). It is never used for marketing, advertising, profiling or training artificial intelligence systems, and it is not shared with advertising partners.
  • Separation of systems: we are completing the technical separation between this data and our store and marketing systems. Until that is complete, some contact details of people who requested sessions may still be held in our email marketing tool, and our internal management system holds a copy of booking data. We are removing what is not needed, and you can ask us to delete your data at any time. See section 3 of our Privacy Policy.
  • Cookies: you choose through the cookie banner whether analytics and marketing tools run. Until we complete the changes described in Part C2 of our Privacy Policy, a few tools still load before you choose and even if you reject. They are named there.
  • Residents of the United States: see Your Privacy Choices and our Consumer Health Data Privacy Policy.

10. Emergencies

IVORY does not provide urgent or emergency care or crisis intervention. If you or someone else is in immediate danger, call 112 (the European emergency number) or the emergency number of the country where you are.

  • Portugal: SNS 24, 808 24 24 24 (it has a psychological counselling option); SOS Voz Amiga, 213 544 545.
  • Other countries: see our SOS page.

These are public helplines, not contacts of IVORY. Email and the website contact form are not monitored continuously. Do not use them in an emergency.

11. Public funding

IVORY has received public support from the European Union (NextGenerationEU), through the Recovery and Resilience Plan (PRR) programme "Internacionalização via E-commerce", project no. 19975. Details are on our page about public funding.

12. Our main legal documents

We update this page when our registrations, our team, our prices or the law change. The date of the latest version is shown at the top. This page is currently published in English only; Portuguese and Spanish versions will follow. Once a Portuguese version is published, it prevails in case of divergence, and information for consumers in Portugal is available in Portuguese (Law 24/96, Art. 7).