Terms & Conditions

Services

LIV Development & Coaching offers the following services:

• Individual coaching sessions
• Group programs and workshops
• Online courses and webinars
• E-books and educational materials
• Community access and support
• Charfsi (Chat Red Flag Simulator): credits for taking online practice tests - a digital service (see below)

Digital products: Charfsi credits

Charfsi is our online Chat Red Flag Simulator. You purchase credits (units) that allow you to run practice tests. Characteristics:

• Credits are a digital service: after payment they are added to your account immediately.
• One credit = one practice test (one simulated chat conversation with a report).
• Unused credits remain in your account until you use them.
• Price and VAT are shown on the purchase page; payment via iDEAL/credit card (Mollie).
• By agreeing to immediate performance at purchase, your right of withdrawal for this digital service ends (see Right of withdrawal).
• After use of a credit (test started), refunds are not possible.

Storage and retention of Charfsi reports

For the Charfsi service we temporarily store generated reports. Below we state factually and legally what we store, where, what we use it for, how long we retain it, and what happens after the retention period.

• What we store: The generated report as a PDF file and associated metadata (such as report ID, user ID, session ID, email address for delivery, creation and expiry date).
• Where we store it: PDF files are stored in Firebase Cloud Storage (Google Cloud), in a restricted folder per user. Metadata is stored in Firestore (Firebase). Processing takes place within the European Union / EEA (Google Cloud region).
• What we use this data for: Solely to deliver the report to you (by email) and to resend the report on request if you did not receive it (e.g. via support or the CMS). We do not use stored reports for analysis or marketing.
• Retention period: We retain the report PDF and associated metadata no longer than the configured retention period (default 7 days after creation). The exact period may be configured in our system settings.
• What happens after the retention period: After the retention period, the stored PDF files and associated metadata are automatically and irreversibly deleted. This deletion is performed by an automated cleanup job (scheduled script) that regularly removes expired material from storage and the database. After deletion, the report is no longer available for resending; you should keep the report yourself (e.g. the email with attachment).

Service disruptions, outages and Charfsi availability

For the Charfsi service, the following definitions and policy apply in the event of disruptions and outages.

• Definitions: (a) Disruption: a brief, temporary unavailability of Charfsi (e.g. due to technical issues, maintenance or updates), typically resolved within minutes. (b) Outage: a longer period during which Charfsi is not or scarcely usable. (c) Prolonged outage: an outage lasting more than 24 consecutive hours, or more than 8 hours per day for 3 consecutive calendar days. (d) Maintenance: planned or unplanned maintenance of the system.
• During an active test: In the event of a disruption, the system automatically attempts to restore the connection. If the disruption lasts longer than 10 minutes, your session will be automatically terminated and any used or reserved credit will be automatically credited back to your account.
• Before starting a test: If Charfsi is unavailable at the time of starting (e.g. due to maintenance or an outage), no credit will be reserved or deducted. You may try again later.
• Credit refunds: Credits that have not been used due to a disruption or outage during a test will be automatically refunded. If you have doubts or a refund is overdue, please contact us.
• Monetary refund: In the event of a prolonged outage, you may, subject to reasonableness and fairness, be entitled to a refund of the amount you paid or a proportional part thereof. We assess requests for monetary refunds on a case-by-case basis, taking into account the duration of the outage, the number of credits you purchased but were unable to (fully) use, and applicable legal frameworks. In the event of a prolonged outage, please contact us at livontwikkelingcoaching@gmail.com.
• No liability for direct or indirect damage: We are not liable for any direct or indirect damage (such as lost profit, travel costs or other consequences) arising from disruptions or outages.
• Policy changes: We reserve the right to amend this policy. Current system status information can be found in your user dashboard.

Bookings and Appointments

The following rules apply to all bookings and appointments:

• Appointments must be cancelled at least 24 hours in advance
• Late cancellations may be charged
• Changes to appointments are possible in consultation
• Online sessions require a stable internet connection
• Physical sessions take place at the indicated location

Payments

Payments are handled as follows:

• All prices are in euros and include VAT
• Payment must be made in advance
• We accept online payments through secure systems
• Invoices are automatically generated and sent
• Additional costs may be charged for late payments

Account deletion (self-service via dashboard)

You may terminate your account at any time yourself, without having to submit a request. We offer this option as standard in the user dashboard:

• In the user dashboard you will find under Settings the option to permanently delete your account. You do not need to contact us for account deletion.
• By using this self-service option you terminate your account immediately and irrevocably. Your personal data will be deleted or anonymised in accordance with our privacy policy and the GDPR.
• Note: if you have Charfsi credits remaining on your account at the time of deletion, the provisions under "Account termination and remaining Charfsi credits" apply.

Account termination and remaining Charfsi credits

If you terminate your account via the option in the dashboard (or otherwise) and have not consulted with us in advance about any remaining credits, the following provisions apply to any Charfsi credits still on your account at that time:

• Any remaining unused credits shall automatically lapse upon termination of your account. No right to refund, compensation or restitution arises in respect of these credits.
• This arrangement is consistent with the nature of the agreement: upon purchase you received a predetermined quantity of digital services (credits). The credits are linked to your account and non-transferable. Upon termination of your account, access to the platform ceases and with it the ability to use the credits.
• If you wish to request a refund of remaining credits, you must submit a written refund request by email to livontwikkelingcoaching@gmail.com before deleting your account, stating your email address and the number of remaining credits. We will assess such requests in accordance with applicable legal guidelines and in reasonableness and fairness.
• If you terminate your account without having submitted a refund request in advance, the remaining credits shall lapse without any obligation on our part to refund or compensate.
• This procedure applies solely to Charfsi credits. For other services (coaching, courses, etc.), the cancellation and refund provisions set out in these terms and conditions apply.

Right of withdrawal (distance selling)

When you buy at a distance (online), you as a consumer have the right to cancel the contract within 14 days of the day after the contract was concluded, without giving any reason. Please notify us in writing (e.g. by email). We will refund the amount within 14 days of receiving your notification.

• The cooling-off period ends 14 days after the day following delivery (for digital services: after access has been granted).
• For digital content (e.g. online courses, credits, platform access): if you expressly agree in advance to immediate performance and waive your right of withdrawal, your right of withdrawal ends once we have performed the delivery.
• You may use the official model withdrawal form (e.g. from the Netherlands Authority for Consumers and Markets (ACM) at consuwijzer.nl). You may also cancel easily via our contact form or by email.
• If you withdraw, we will no longer supply the (digital) products and we will refund all payments without undue delay, and in any event within 14 days of your withdrawal.

Cancellation and Refunds

Our cancellation and refund policy:

• Cancellation up to 24 hours before session: full refund
• Cancellation within 24 hours: 50% of the amount will be charged
• No-show: full payment will be charged
• In case of illness or force majeure, refund may be considered in consultation
• Online courses are non-refundable after start

Confidentiality

We attach great importance to your privacy and confidentiality:

• All conversations and information are treated strictly confidentially
• Data is only used for providing our services
• We do not share personal information with third parties without consent
• Exceptions only apply to legal obligations
• Our coaches are bound by professional secrecy

Liability

Our liability is limited as follows:

• We provide coaching and guidance, not therapy or medical care
• Results cannot be guaranteed
• You are responsible for your own actions and decisions
• Our liability is limited to the amount paid
• We are not liable for any direct or indirect consequential damage

Intellectual Property

All intellectual property rights remain with us:

• All materials, courses and content are protected by copyright
• It is not permitted to copy or distribute content
• Personal use of materials is permitted
• Commercial use is only permitted with written permission
• Violation may result in legal action

Contact and Complaints

For questions, complaints or disputes, you can contact us via:

You do not need to contact us to delete your account: you can do this yourself via Settings in your user dashboard. See also the "Account deletion" section in these terms and conditions.

Disputes are initially resolved through consultation. If this does not lead to a solution, Dutch law applies and the competent court is in the Netherlands.