Termos do serviço

Last updated: 21 October 2026. Version 1.0

Terms of Service

These Terms of Service have two parts. Part I governs purchases of products from the online store at ivory-therapy.com (the "Store"). Part II governs our online psychology consultations (the "Psychology Services") and can be reached directly at Part II.

• Part I: Terms and Conditions of Sale
• Part II: Terms for Online Psychology Services (remote intervention, your rights, Session Voucher, complaints)

Part I: Terms and Conditions of Sale

These Terms and Conditions of Sale ("Terms") govern purchases of products from the Store. Our online psychology consultations are governed by the separate Conditions in Part II of these Terms.

1. Who is the seller

• Seller: Ivory World, Lda. ("IVORY", "we", "us"), a limited liability company (sociedade por quotas), brand "Ivory Therapy".
• Tax number (NIPC): 516 906 739 (VAT: PT516906739).
• Commercial registry: registered at the Commercial Registry (Conservatória do Registo Comercial) under the single registration and tax number 516 906 739.
• Email: care@ivory-therapy.com (orders, returns, guarantee, general questions).
• Complaints email: care@ivory-therapy.com.
• IVORY does not offer phone support; please write to us by email.

Information on our planned registration as a health establishment (from 1 November 2026), on the psychologists' professional registration and on how to complain about the Psychology Services is in our Legal Notice and in Part II.

2. Scope and documents that apply

These Terms apply to every order placed in the Store. Together with the documents below, they form the contract between you and us:

• Refund Policy (returns, withdrawal and legal guarantee)
• Shipping Policy
• Cancellation Policy
• Privacy Policy
• Part II, Conditions for the Psychology Services

If you are a consumer, nothing in these Terms reduces the rights that the law gives you.

3. Who can buy

You can buy in the Store if you are at least 18 years old, or if you have legal capacity to enter into the contract. Minors may buy only with the authorisation of their legal representatives. The Psychology Services, including the session vouchers included with items, can be used only by adults aged 18 or over (see section 12 and Part II).

4. Product information

We describe our products as accurately as we can, including materials, sizes and care instructions. Our models are cut oversized, so please check the size guide before ordering. Colours on your screen may differ slightly from the real product. Availability is shown on the product page and may change until the order is confirmed. For pre-orders, the estimated delivery date is shown on the product page and at checkout; you can cancel a pre-order before dispatch under our Cancellation Policy.

5. Prices

• Prices are shown in euros and include VAT for deliveries within the European Union. If you choose another currency at checkout, the price is converted at checkout and the amount you pay is shown before you confirm.
• Delivery costs are calculated and shown before you place the order. For deliveries outside the European Union, import duties and taxes may be charged by the destination country on arrival (see the Shipping Policy). The total price, including delivery costs, is shown before you confirm your order.
• When we announce a price reduction, we also show the lowest price we applied in the previous 30 days.
• If we find an obvious pricing error before we dispatch your order, we will tell you and you can choose to confirm the order at the correct price or to cancel it with a full refund.

6. How to order

1. You choose the products, size and quantity and add them to your cart.
2. At checkout you enter your delivery and billing details, choose the delivery method and the payment method. Before you confirm, you can review your order and correct any input error.
3. You confirm the order by clicking the payment button. This is a binding order that obliges you to pay.
4. We acknowledge receipt of your order by email without delay.
5. The contract is concluded when we send you the order confirmation email.

The order is available in Portuguese, English and Spanish. We keep the order data and summarise it in the confirmation email, which you should keep.

We may refuse or cancel an order only for a legitimate reason, such as suspected fraud, an obvious error, unavailability of the product or non-payment. In that case we will tell you and refund any amount already paid.

7. Payment

You can pay with the methods shown at checkout, which include cards (Shopify Payments, operated by Stripe), Shop Pay, Apple Pay, Google Pay, PayPal, Klarna, Revolut Pay and any other method shown there. Card, wallet, PayPal and Revolut Pay payments are charged when you place the order. Payment with Klarna is subject to Klarna's own terms and credit checks. We may run fraud checks before accepting an order. Payments are processed by the providers named in our Privacy Policy.

8. Delivery

Delivery areas, costs, times and carriers are in the Shipping Policy. Unless we agree otherwise with you, we deliver within 30 days of the order. If we do not, the rules on late delivery in the Shipping Policy apply. The risk of loss or damage passes to you when you, or a third party you have chosen (other than the carrier), physically receive the goods.

9. Right of withdrawal and returns

If you are a consumer, you have the right to withdraw from your order within 14 days after you receive the goods, without giving a reason. In addition, we offer a commercial return period of 50 days after receipt for unused and unwashed items in original condition. The 50-day period is extra: it never limits your 14-day legal right. How to withdraw or return, the model withdrawal form, refund timing and return costs are in the Refund Policy. Returns and exchanges are made through our returns portal at https://returns.reveni.io/ivory-therapy.

10. Legal guarantee

The goods we sell are covered by the legal guarantee of conformity for three years from delivery (Decree-Law 84/2021). If an item does not conform to the contract, you are entitled to repair or replacement free of charge and, where these are not possible, to a price reduction or to terminate the contract. You do not have to pay for return shipping in advance. How to claim is in section 7 of the Refund Policy. No period shorter than the legal guarantee applies to you.

11. Healing Giftcards

• What they are: a Healing Giftcard is a value card that can be used to pay for goods in the Store. Its value is shown when you buy it.
• Validity: a Healing Giftcard is valid for at least 24 months from purchase.
• Use: online in the Store. A gift card cannot be exchanged for cash and is not refundable once it has been used.
• Psychology Services: a Healing Giftcard pays for goods in the Store only, not for consultations.
• Session voucher: buying a Healing Giftcard does not include a session voucher. The item you pay for with a Healing Giftcard includes one, because the item has a price above 0 (section 12).
• Withdrawal: you can withdraw from the purchase of a gift card within 14 days if it has not been used.

12. Promotions and session vouchers

Session vouchers (summary). Every item you buy in the Store that has a price above 0 euros, other than a Healing Giftcard, includes one session voucher: the right to one individual online psychology consultation of 50 minutes at no additional cost, provided by IVORY under Part II. This includes KIDS items and items paid for with a Healing Giftcard. Buying a Healing Giftcard does not itself include a session voucher. Items offered free of charge or with a value of 0 euros, such as free gifts and mystery gifts, do not include a session voucher.

• The consultation must be used by an adult aged 18 or over: you, or another adult you give the voucher to.
• Each person can use one included session for themselves. The other vouchers from the same order can be given to another adult.
• We email the voucher and the booking instructions after your order. The voucher does not expire.
• A voucher cannot be exchanged for cash, is not refundable, cannot be resold and does not extend to a longer consultation. It covers an individual session only: a couples session (60 minutes) is always paid, at the current price (Part II, section 7).
• If you return the item before its included session has taken place, that session is cancelled. If you return the item after the session has taken place, the return is not affected and nothing is charged for the session.
• A voucher is never offered as a prize in a contest, giveaway or raffle.

The full voucher terms are in Part II, section 21 and prevail over this summary.

From 1 November 2026, the psychology consultations will be provided by Ivory World, Lda. as a health establishment registered with the Portuguese Health Regulatory Authority (ERS). Until that date, 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. A voucher issued before that date and used for a session held on or after it is governed by Part II.

Discount codes. Only one discount code can be used per order. Discount codes do not apply to items already on sale, unless the code says otherwise.

13. Reviews

We request product reviews through our review app from customers who have placed an order. If we offer an incentive for a review, we say so on the review request. We do not remove reviews because they are negative. Reviews are about the products: please do not include health information in a review, and do not name a psychologist.

14. Intellectual property and use of the website

The content of the Store, including texts, images, designs, logos and brand names, belongs to IVORY or its licensors and is protected by law. You may not copy, sell or exploit it without our written permission, except as the law allows. You must not use the Store for unlawful purposes, introduce malicious code, collect other people's personal data, interfere with the security of the Store or send false information. If you breach this section, we may restrict your access to the Store, without affecting your rights over orders already placed.

15. Liability

IVORY is liable to you as the law provides. Nothing in these Terms excludes or limits our liability for death or damage to physical or moral integrity or to health, for intent or gross negligence, or the rights that the law gives to consumers, including the legal guarantee of conformity. We are not responsible for failures caused by unforeseeable events or force majeure, nor for the content or operation of third-party websites we link to, without prejudice to mandatory legal rules.

16. Personal data

We process your personal data as described in our Privacy Policy. Data from the Store and data from the Psychology Services are handled separately, as explained there.

17. Communications and notices

We communicate with you by email at the address you give us when you order or create an account. Please keep it up to date. You can send us notices by email to care@ivory-therapy.com. A notice to IVORY is received on the date it reaches us; this does not limit any right you have as a consumer.

18. Complaints and alternative dispute resolution

Complaints book. You can complain in the Electronic Complaints Book at www.livroreclamacoes.pt, or contact us at care@ivory-therapy.com.

Alternative dispute resolution. For a consumer dispute about the purchase of products, you can use a consumer dispute resolution body: the consumer arbitration centre for the area where you live or, if none applies, the CNIACC (Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, www.cniacc.pt). The full list of bodies is at www.consumidor.gov.pt. If you choose arbitration, disputes of up to 5,000 euros are subject to mandatory arbitration (Law 24/96, Art. 14(2)). For cross-border disputes in the European Union you can contact the European Consumer Centre Portugal (cec.consumidor.pt).

Complaints about the Psychology Services follow the route in Part II, section 24.

19. Governing law and courts

These Terms are governed by Portuguese law. If you are a consumer living in another country, you keep the protection that the mandatory rules of the law of that country give you (Regulation (EC) 593/2008, Art. 6). Disputes are decided by the competent courts under the law, including the courts of your place of residence where this applies (Regulation (EU) 1215/2012, Arts. 17 to 19), without prejudice to alternative dispute resolution.

20. Changes to these Terms

We may update these Terms, for example when the law or our services change. The version published when you place your order applies to that order. Changes apply only to orders placed after they are published, and the date of the latest version is shown at the top.

21. Language

These Terms are 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).

Part II: Terms for Online Psychology Services

These Terms govern the online psychology consultations (the "Psychology Services") provided by Ivory World, Lda. ("IVORY", "we", "us"). They are Part II of the Terms of Service of ivory-therapy.com. Part I governs purchases in the online store (the "Store"). Our Privacy Policy, Part B, explains how we handle your health data. The pages on our website about the sessions are summaries; these Terms are the full text.

Effective date. These Terms apply to consultations provided from 1 November 2026. A Session held on or after that date is governed by these Terms, including a Session booked, or covered by a Session Voucher issued, before that date.

History. From 1 November 2026, the psychology consultations will be provided by Ivory World, Lda. as a health establishment registered with the Portuguese Health Regulatory Authority (ERS). Until that date, 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. Sessions held before 1 November 2026 are provided by the independent psychologist under their own professional responsibility.

1. Provider and Clinical Director

From 1 November 2026, the Psychology Services will be provided by Ivory World, Lda., NIPC 516 906 739, as the entity responsible for the establishment "Ivory Therapy", a telemedicine unit whose registration with the Portuguese Health Regulatory Authority (Entidade Reguladora da Saúde, ERS) will be shown in our Legal Notice once issued. From that date IVORY is the provider of the services and is responsible for them under the law.

From 1 November 2026, a Clinical Director (Technical Director) registered with the Ordem dos Psicólogos Portugueses (the Portuguese Order of Psychologists, "OPP") will be responsible for the clinical activity of the establishment. Registered area of practice (valência): Clinical Psychology.

All consultations are given only by psychologists with active registration with the OPP. The clinical team, with each psychologist's name, professional registration number and area of practice, will be listed on our website.

You can contact us about the Psychology Services by email at care@ivory-therapy.com. This address is for administrative matters only (see sections 18 and 25).

2. Definitions

• Store: the online store at ivory-therapy.com.
• Psychology Services: the individual and couples online consultations described in section 3.
• Session (or consultation): one individual or couples consultation with a psychologist.
• Client: the adult who receives the Psychology Services (the person the Portuguese rules call the "utente").
• Psychologist: a psychologist registered with the OPP who works with IVORY.
• Clinical Director (Technical Director): the psychologist registered with the OPP who is responsible for the clinical activity of the establishment from 1 November 2026 (section 1).
• Qualifying Item: any item, other than a Healing Giftcard, bought in the Store at a price above 0 euro, including KIDS items and items paid for with a Healing Giftcard (see section 21).
• Session Voucher: the right to one individual Session that comes with a Qualifying Item (section 21).
• Matching questionnaire: the short form used to propose a suitable psychologist.
• Booking platform: the online booking tool (Acuity Scheduling) where you choose a day and time.
• Clinical record: the file kept for each Client with the information from the sessions.
• Electronic Complaints Book: the Livro de Reclamações Eletrónico, www.livroreclamacoes.pt.

3. The service

The service consists of individual and couples psychology consultations (Clinical Psychology), held at a distance, in real time, by video call on the Zoom platform. We do not offer in-person sessions, or sessions by telephone or written messages.

Each individual Session lasts 50 minutes; each couples Session lasts 60 minutes. Sessions are available in Portuguese and English. Other languages may be available depending on the psychologists' availability; please check when you book. Sessions are held by prior appointment, subject to the psychologists' availability, on the days and times shown on the Booking platform when you book.

The first Session is for getting to know you and assessing your request and whether remote intervention suits you. The psychologist may conclude that this format is not the most suitable and suggest alternatives. Our psychologists work with an integrative approach adapted to each person, based on scientific evidence and on the OPP Code of Ethics.

To take part you need a device with a camera, a microphone and speakers or headphones, a stable internet connection, an up-to-date Zoom app or compatible browser, and a private space (see section 16).

4. Services we do not provide, and emergencies

IVORY does not provide urgent or emergency care or crisis intervention. We do not provide, in particular: care for situations of imminent risk to life (including suicide risk) or violence in progress; psychiatric assessment or follow-up; prescription of medication; in-person consultations; psychological assessments for court, expert or employment purposes, certificates and reports; or sessions for anyone under 18.

If you or someone else is in immediate danger, call 112 now (the European emergency number), or the emergency number of the country where you are. In Portugal you can also call SNS 24 on 808 24 24 24 (which has a psychological counselling option) and SOS Voz Amiga on 213 544 545 (see their website for opening hours). For other countries, see our SOS page. These are public helplines, not contacts of IVORY.

Messages sent to us by email or through the website are not monitored continuously and must not be used in an emergency.

5. Eligibility: adults only, and availability worldwide

The Psychology Services are only for people aged 18 or over. You must be 18 or over to book a Session. The psychologist may ask you to confirm your identity and age at the start of the first Session and will not continue if you are under 18.

The Sessions are provided from Portugal, exclusively at a distance, by psychologists registered with the OPP, under Portuguese law and the OPP rules of ethics. When a Client is in another Member State of the European Union, the care is considered to be provided in Portugal (Directive 2011/24/EU, Article 3(d), transposed in Portugal by Law 52/2014).

You can book from any country. However, our psychologists are not registered, enrolled or authorised to practise with the authorities of other countries (for example the psychology boards of US states, the UK Health and Care Professions Council or the Federal Council of Psychology of Brazil) and use only the professional titles recognised in Portugal. The Client must state, at each Session, the country and place where they are.

IVORY may decline, reschedule or end the follow-up where the law of the place where the Client is does not allow it, or where an adequate response in an emergency in that place cannot be ensured. In that case, amounts paid for Sessions that did not take place are refunded. In an emergency, contact the local emergency services.

6. How to book

1. You fill in a short Matching questionnaire, which we use only to propose a suitable psychologist.
2. We propose a psychologist.
3. You choose a day and time on the Booking platform.
4. You receive a confirmation email.

By booking a Session you confirm that you are 18 or over and that you accept these Terms. Before your first Session you also give your informed consent (section 15), and you must tell the psychologist where you are at each Session. The contract for the Session is concluded when your booking is confirmed.

You can choose another psychologist, or change psychologist, at any time by booking with another member of the team. IVORY may decline a booking when the Clinical Director considers that remote intervention is not suitable, and will then give you information about alternatives.

7. Prices

Service	Duration	Price
Individual consultation	50 minutes	EUR 45.00
Couples consultation	60 minutes	EUR 60.00
Programme for companies (Therapy 4 Business)	not applicable	by written contract (section 22)

Prices include all taxes that apply. VAT: psychology consultations are exempt from VAT under Article 9 of the Portuguese VAT Code. Individual Sessions given under a Session Voucher are at no additional cost to the holder. Prices may be updated. The prices in this table may not be the latest ones: the price you pay is the price shown on the Booking platform before you confirm your booking.

8. Payment and invoicing

Sessions are paid when you book, on the Booking platform, by the payment methods shown there. The payment is received by Ivory World, Lda.

From the start of its clinical activity on 1 November 2026, and once its registration with the ERS has been issued, IVORY issues, in its own name, an invoice-receipt for each paid Session, sent promptly after payment to the email address you gave. From that date, psychologists do not invoice Clients for Sessions booked through IVORY. Invoices contain no clinical information beyond the legal name of the service. If you want an invoice with your tax number (NIF), enter it when you book.

9. Rescheduling and cancelling by the Client

You can reschedule or cancel free of charge up to 48 hours before the start of the Session, using the link in your confirmation email or by email to care@ivory-therapy.com. You then choose a new date or, for paid Sessions, a full refund, or, for Sessions under a Session Voucher, to keep the voucher.

If you cancel less than 48 hours before the Session, or do not attend, the Session counts as held: there is no refund and a Session Voucher counts as used. The exception is documented cases of force majeure that you tell us about (for example sudden illness, hospital admission or the death of a family member), which we assess case by case; we accept one such exception per 12 months.

10. Lateness

If you are late, the Session ends at the scheduled time and the price does not change. If you have not connected after 15 minutes, this counts as a no-show (section 9). If the psychologist is late, the time is made up within the Session or, if that is not possible, you choose a new date or a full refund.

11. Cancellation or rescheduling by IVORY

If IVORY or the psychologist has to cancel or reschedule, we will tell you as early as possible and you choose, at no cost, a new date or a full refund. A Session Voucher stays valid.

12. Technical failures

If a Session cannot take place or is interrupted because of a failure of the platform or on our side, it is rescheduled at no cost or refunded.

If the failure is in your equipment or connection, the psychologist will try to reach you for 10 minutes (through the same video link and by email). If this is not possible, the first occurrence is rescheduled at no cost and later ones follow the rule for cancellations with less than 48 hours' notice (section 9).

13. Refunds

Refunds are made to the original payment method within 14 days at the latest after the decision to refund.

14. Right of withdrawal

Under Portuguese consumer law (Decree-Law 24/2014), the 14-day right of withdrawal for distance contracts does not apply to health care. Instead, the cancellation and refund rules in sections 9 to 13, which are more favourable to you, apply. Nothing in these Terms limits any mandatory right you have as a consumer. Your right of withdrawal for goods bought in the Store is not affected (see the Refund Policy).

15. Informed consent

Before the first Session you read the information on remote psychological intervention (section 16) and our page Informed Consent for Online Psychology Sessions, and you give your free and informed consent to remote psychological intervention.

At the start of the first Session the psychologist confirms your consent, answers your questions and records it in your Clinical record. You may withdraw your consent at any time, without penalty, by ending the follow-up. We ask for consent again whenever there is a relevant change (for example a change of platform). Any audio, video or image recording of a Session by IVORY or by the psychologist would need your specific written consent.

16. Information on remote psychological intervention (teleconsultation)

How it works. Sessions take place by video call, in real time, on the Zoom platform.

Benefits and limits. Remote intervention makes access and continuity easier, but it has limits: part of the non-verbal communication is lost; quality depends on the connection; and it is not suitable for crisis situations or imminent risk, or for some clinical situations that the psychologist will assess.

Risks and safeguards. There are risks of technical failure, interruption, improper access to the communication and other people overhearing in your space. We take technical and organisational measures to reduce them, and we ask you to do your part, as described below.

The psychologist's space. Our psychologists are required to hold Sessions in a closed room with no one else present, using headphones, on a protected device and a secure network (never public Wi-Fi), with no voice assistants or other recording devices active and with the screen not visible to others.

Your space. We recommend a private place without interruptions, headphones, and a trusted device and network. Do not share the link. You may not record the Session, nor allow others to attend, without the psychologist's prior agreement.

Identification and location. At the start of each Session the psychologist may confirm your identity and where you are, and may ask for an emergency contact.

Emergency procedure. If during a Session the psychologist identifies a serious and imminent risk, they may contact the emergency services of the place where you are, or the emergency contact you gave, in line with the OPP Code of Ethics.

Communications between Sessions. Our email address is only for administrative matters. It is not monitored continuously and is not suitable for emergencies.

17. Confidentiality and its limits

Everything shared in the Sessions, including the fact that you are in therapy, is covered by the professional secrecy of the psychologists and by IVORY's duty of confidentiality. Whoever gave you a Session Voucher, an employer (under the company programme) or anyone else is not told whether, when or with whom you had Sessions.

Secrecy can only be lifted in the cases provided by law and by the OPP Code of Ethics, in particular where there is a serious risk to the life or integrity of the Client or of others, where required by law or by a court, or strictly as far as needed for the psychologist's own defence. Cases discussed in supervision or peer review are discussed without identifying the Client. Sharing with other health professionals depends on the Client's consent, except in the exceptional situations above.

18. Clinical record, access and proof of attendance

Each Client has a Clinical record, kept by IVORY as the responsible establishment in the clinical record system used by the clinical team (Law 12/2005). You can ask for access to it by email to care@ivory-therapy.com. On request we can give you proof of attendance for a Session. Retention periods are in Part B of our Privacy Policy.

19. Rights and duties of the Client

In online Sessions, the rights of health service users under Law 15/2014 of 21 March also apply. They include the right to:

• choose the psychologist and change psychologist;
• receive clear information about the service, prices, risks and alternatives;
• give or refuse consent, and withdraw it at any time;
• confidentiality and protection of your data;
• access your Clinical record;
• obtain proof of attendance;
• be accompanied by a person you trust, with the psychologist's prior agreement and after that person has been identified at the start of the Session;
• be treated with respect and dignity and without discrimination;
• make suggestions and complaints (section 24).

The duties of the Client are to: give truthful information, in particular about identity, age and location; respect the professionals; keep to the times and the booking rules; not record the Sessions; and pay for the services, where applicable.

20. End of follow-up

You can stop at any time. The psychologist may end the follow-up with good reason, in line with the OPP Code of Ethics, and will refer you to other care. IVORY may refuse service for abusive behaviour or non-payment, without prejudice to any referral needed for your safety.

21. Session Voucher

What it is. Every Qualifying Item (section 2), including KIDS items and items paid for with a Healing Giftcard, includes one Session Voucher: the right to one individual online psychology consultation (Clinical Psychology) of 50 minutes, with a psychologist registered with the OPP, at no additional cost to the holder. The standard price of an individual consultation is shown in section 7. The consultation is provided by IVORY under these Terms.

Who can use it. The Session must be used by an adult aged 18 or over: the buyer, or another adult to whom the buyer gives the voucher. Minors cannot use a voucher, including when the item bought is a KIDS item.

Items without a voucher. Items given free of charge or with a value of 0 euro (for example mystery gifts and free-gift promotions) do not include a Session Voucher. Buying a Healing Giftcard does not include a Session Voucher; an item paid for with a Healing Giftcard does, because the item has a price above 0 euro.

Issue and expiry. The voucher is sent by email to the buyer after the order, with booking instructions. It does not expire.

Who may use it, and limits. The voucher can be used by the buyer, or given to another adult by sharing the code or link. The person who uses it books the Session, accepts these Terms and gives informed consent in person. The buyer is not told whether a voucher given to someone else was used. Each person can use one Session Voucher for themselves; other vouchers from the same purchase can be given to another adult. Each voucher gives one individual Session; a couples Session is always paid, at the current price (section 7). A voucher cannot be exchanged for money, is not refundable, cannot be resold and cannot be combined for a longer consultation. Further Sessions are paid at the current price (section 7).

Missed Sessions. Section 9 applies: a cancellation with less than 48 hours' notice, or a no-show, means the voucher counts as used.

Returning the item. If the item is returned (right of withdrawal or commercial return) before its Session has taken place, the matching Session Voucher is cancelled and can no longer be used. If the Session has already taken place, returning the item is not affected and nothing is charged for the Session that took place.

Identification. Consultations are provided by Ivory World, Lda., NIPC 516 906 739.

22. Programme for companies (Therapy 4 Business)

The programme is governed by a separate written contract with the employer. The employee is the Client. The employer never receives individual information, including whether, when or with whom the employee had Sessions. Only aggregated, anonymous statistics are shared, above a minimum group size of 5 clients. These Terms apply to the employee's Sessions.

23. Liability

IVORY is responsible for the services provided by its psychologists, under the law (Article 800 of the Civil Code). Nothing in these Terms excludes or limits liability for death, personal injury or harm to health, or for wilful misconduct or gross negligence, or the rights the law gives to consumers (Decree-Law 446/85, Article 18). IVORY is not responsible for failures of the Client's equipment or connection.

24. Complaints

You can make a complaint in the Electronic Complaints Book (www.livroreclamacoes.pt) or by email to care@ivory-therapy.com. From 1 November 2026, complaints about the Psychology Services are reviewed by the Clinical Director. We answer every complaint in writing.

From 1 November 2026, IVORY sends each complaint and its reply to the Portuguese Health Regulatory Authority through its complaints management system (SGREC), within the deadlines set by law. You can also complain directly to the ERS through its website, www.ers.pt. Data protection questions can be taken to the Portuguese data protection authority, CNPD (Privacy Policy, Part D).

Consumer dispute resolution bodies are not part of this route for health services. They apply to Store purchases (Part I).

25. Communications and notices

We write to you at the email address you give when you book and, in a situation of serious and imminent risk, through the emergency contact you gave, if any. Keep them up to date. From 1 November 2026, messages about the Psychology Services come only from care@ivory-therapy.com or the Booking platform, never from our marketing email tool. The only exception is the Session Voucher email sent after a store order, which contains the voucher code and booking instructions; nothing about whether, when or how you use the voucher is ever sent through that tool. This email address is not monitored for emergencies. We reply within 2 working days.

Written notices to IVORY go to the email address above. A notice is received on the date it reaches us; this does not limit any right you have as a consumer.

26. Governing law and jurisdiction

These Terms are governed by Portuguese law. If you are a consumer who normally lives in another country, you keep the protection given to you by the mandatory provisions of the law of that country (Regulation (EC) No 593/2008, Article 6). Disputes are decided by the competent courts under the law, including those of the consumer's home where applicable (Regulation (EU) No 1215/2012, Articles 17 to 19).

27. Changes

We tell you of material changes to these Terms that affect your rights or obligations by email 15 days before they apply. Updates that only add registration details, team information or factual descriptions of how the service is provided apply when published. Changes apply only to bookings made after they take effect, and to Session Vouchers issued after that date.

28. Language

These Terms are 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, Article 7).