LactoGo RND Consultation Terms

1. These RND Consultation Terms apply when you book a consultation with an RND through LactoGo. They add to the LactoGo Terms & Conditions and the LactoGo Privacy Policy.
2. If these Terms and the main Terms disagree about an RND consultation, these Terms apply to that consultation.
3. Nothing in these Terms removes consumer rights that cannot be removed by law.

• Customer means the person who books a consultation.
• RND means a Registered Nutritionist-Dietitian holding a valid certificate of registration and professional identification card issued under Philippine law.
• Session means the live online consultation between the Customer and the RND.
• Session time means the time during which both the Customer and the RND are present in the video meeting, counted from the moment both have joined.
• Booking means a confirmed appointment made through the LactoGo booking page.
• Administrative evidence means records about the Booking and the Session that do not reveal what was said about a person's health, as listed in the section "How LactoGo decides disputes".

1. The RND is an independent professional, not an employee or agent of LactoGo. The RND is responsible for the professional advice given, for the consultation record and for meeting applicable professional and legal duties.
2. LactoGo provides RND discovery, RND verification, booking, notifications, customer support for non-health matters and platform support.
3. LactoGo does not provide medical advice, does not run a clinical-record system, and does not store consultation reports or medical documents.
4. LactoGo does not routinely have access to what is said in a Session.

1. You must be at least 18 years old to book. If you want to book for someone else, such as a child or relative, contact team@lactogo.eu before booking.
2. You must be physically located in the Philippines during the Session and must book for use within the Philippines. Your RND is licensed to practise in the Philippines.
3. If you are an Overseas Filipino Worker (OFW) or live or work outside the Philippines, you may attend only while you are physically in the Philippines, for example while on leave or visiting home. The consultation, and any advice or report you receive, may not be used outside the Philippines.
4. You confirm this when you book. The RND may ask you to confirm it again at the start of the Session. If you are not in the Philippines, the RND may decline or end the Session, and the section "Refund process" applies.
5. A false confirmation is a breach of these Terms.

1. Give accurate booking information. Do not enter diagnoses, lab results or medical records in the booking form. You can discuss health matters with your RND during the Session.
2. You are responsible for being on time, using a working device and connection, and joining from a private place.
3. If you are late, the Session still ends at the scheduled time unless the RND agrees otherwise.
4. LactoGo does not guarantee that a particular RND or time will be available.

1. The RND sets the fee. The fee and the way to pay are shown on the booking page or in the booking confirmation.
2. You pay the RND directly. LactoGo does not collect, hold, process or refund payments for RND consultations.
3. Pay only through the method shown in your booking confirmation. LactoGo will never ask you for your card number, password or one-time code.
4. LactoGo customer support handles non-health matters, such as booking questions and complaints about conduct. It does not review health information and does not approve or send consultation refunds.
5. Any bank, wallet or transfer fees are decided under the RND's own payment arrangements.

1. You may cancel or reschedule using the link in your booking confirmation. Cancel or reschedule at least 24 hours before the start time for a full refund or a free reschedule.
2. Cancellation or rescheduling later than that, or not attending, is not eligible for a refund unless the RND agrees or the law requires.
3. If the RND cancels or does not attend, you may choose a full refund or a free reschedule.

When a refund applies

Non-refundable notice

Once a Session has run for more than 30 minutes of Session time, the service is treated as rendered and the fee is non-refundable. This does not apply where the law requires a refund, or to payments made without your authority or by fraud.

How Session time is checked

Because Sessions are not recorded, Session time is decided from the video meeting join and leave times, booking and notification records, and written statements from the Customer and the RND.

Steps

1. Send your refund request in writing to team@lactogo.eu and to your RND within 48 hours after the scheduled end of the Session. Include your booking reference, the date and time, and a short factual reason. Do not include health information.
2. LactoGo support acknowledges the request within 2 business days and confirms the facts with the RND.
3. If the refund is eligible, the RND issues it to the same account or method you used to pay, within 7 business days.
4. Give your refund details only to your RND, through the channel LactoGo or the RND has confirmed. LactoGo will not ask for them. Be careful of any message asking you to send money or details to a different account.
5. Both the RND and LactoGo keep a record of the request, reason, amount and date.

1. Any dispute about a Session, a charge or a refund must be sent in writing to team@lactogo.eu and to your RND within 48 hours after the scheduled end of the Session, measured in Philippine Time.
2. Disputes received after 48 hours are not accepted, except where the law requires, or for payments made without your authority, fraud, or a serious safety, harassment or privacy matter. Those matters can be reported at any time and will be reviewed.
3. Describe what happened in plain facts: booking reference, date and time, what went wrong, and what outcome you ask for. Do not send health details.
4. LactoGo reviews disputes under the section "How LactoGo decides disputes".

Why this section exists

1. Health information is sensitive personal information under Philippine law and needs special protection, and similar protection applies under EU data protection law. Sessions are private and are not recorded. LactoGo does not have, and does not need, the content of a consultation in order to settle a dispute about booking, conduct, charges or refunds.
2. For that reason LactoGo decides disputes only on administrative evidence, and does not decide questions that depend on what was said about a person's health.

What LactoGo may look at

• the booking record, including the date, time and the confirmations the Customer ticked at booking;
• cancellation, reschedule and notification records;
• the video meeting join and leave times, provided by the RND or the Customer, used to work out Session time;
• payment proof that either side chooses to provide;
• incident reports and messages sent to LactoGo, including screenshots that a person chooses to send, as long as they do not show health information;
• written statements from the Customer and the RND, and any other administrative information reasonably needed.

What LactoGo will not ask for or review

• what was discussed in the Session, symptoms, diagnoses, medical history, laboratory results, medications or the RND's clinical notes;
• the consultation summary or any other health record.

If a person sends health information to LactoGo anyway, LactoGo will not use it to decide the dispute, will limit access to it, and may ask the person to resend the report without it. Where the law allows, LactoGo will delete it. LactoGo will disclose health information to others only where the law requires or permits and it is necessary.

How LactoGo decides

1. Records first. LactoGo gives the most weight to the objective records listed above, such as the time of the booking, the meeting join and leave times and the written confirmations.
2. Consistency next. Where records do not settle the matter, LactoGo considers whether each side's account is consistent with the records and with what that side said at the time, for example in a report made soon after the Session.
3. No automatic belief. LactoGo does not assume that the Customer or the RND is truthful only because they made a report, and does not assume the opposite either.
4. Standard. LactoGo upholds a point only if the administrative evidence makes it more likely than not to be true.
5. Result. LactoGo records one of three findings for each point: supported, not supported, or inconclusive. It will say which and why in writing, without health details.
6. Fair response. Each side gets a chance to respond to the other side's report within 3 business days before a decision, unless there is an urgent safety concern.

Default rules when the evidence is inconclusive

Safety first

Where there is a risk to anyone's safety, LactoGo may take interim steps before a decision, such as pausing bookings between the two people, and will review them as soon as possible. Interim steps are not a finding.

What LactoGo does not decide

• whether an RND's professional advice was correct, or whether it caused harm. Raise this first with the RND, and where relevant with the Professional Regulation Commission (PRC);
• medical outcomes or any claim for compensation for harm. These are for the RND, the courts or the relevant authority;
• payment amounts or refunds between the Customer and the RND, beyond giving its finding.

Effect of a finding

1. Because payment is made directly to the RND, LactoGo cannot return money itself. A finding that a refund is due is a decision under these Terms. Under their agreement with LactoGo, RNDs agree to issue refunds in line with LactoGo's findings within 7 business days.
2. If an RND does not follow a finding, LactoGo may suspend or remove the RND from the platform. The Customer keeps any legal rights against the RND.
3. LactoGo's findings are made under these Terms. They do not replace a court, the PRC, the National Privacy Commission or any other authority, and do not limit your legal rights.

Records and review

1. LactoGo keeps the full dispute file for 90 days after the case closes and any review period ends, and then permanently deletes it from its systems and backups. LactoGo keeps only a minimal outcome record (booking reference, date, finding and any account action) for 12 months to enforce blocks and prevent repeated misconduct. LactoGo keeps records longer only where the law requires, or while a legal claim or authority request is open, and then deletes them. Access is limited to the staff who need it.
2. Either side can ask for a review of a finding by writing to team@lactogo.eu within 7 days. A different team member reviews it where possible.
3. Privacy complaints can be raised with the National Privacy Commission in the Philippines, or the competent data protection authority where EU law applies.

1. Sessions are not recorded, so that health information stays private. Please treat each other with respect.
2. These are not allowed, whether spoken, written or shown on camera: harassment, insults, profanity directed at a person, threats, intimidation, discrimination, hate, sexual remarks or requests, stalking, pressure to act outside professional scope, and disrupting the Session.
3. This applies to Customers and RNDs. An RND must also be professional and respectful.
4. If these rules are broken, LactoGo or the RND may do any of the following without prior notice where there is a safety concern: give a warning, end or disconnect the Session, block the person from the platform, reject current or future bookings, suspend or end the account, or remove an RND from LactoGo.
5. A Session ended because of a Customer's misconduct is not refundable.
6. Do not record, photograph or screenshot the Session, and do not share any part of it. Recording a private conversation without everyone's consent may be unlawful under Philippine law. You may keep the written summary your RND gives you for your own use.
7. Do not ask for, collect or publish an RND's private information, such as a personal phone number, home address or private social media account.
8. Where conduct may be a criminal offence, LactoGo may keep administrative records and, where the law allows, work with the authorities.

1. A vulnerable customer is someone who may need extra care, for example because of distress, a health condition that affects understanding, disability, age, language difficulty, financial difficulty, or a personal crisis.
2. LactoGo and RNDs aim to treat everyone fairly. This includes explaining things plainly, allowing a pause or a reschedule, offering a different way to communicate where reasonably possible, and never pressuring a customer to buy or continue.
3. Tell the RND or team@lactogo.eu if you need an adjustment. You do not need to explain your health reasons to LactoGo support.
4. If an RND believes a customer may be at risk of serious harm, the RND may take steps the law and their professional duties allow, which may include encouraging the customer to contact emergency services or a crisis line.
5. LactoGo is not an emergency service. In an emergency, contact local emergency services right away. Numbers can change without notice, so please check them against official public sources.

Immediate life-threatening emergencies

• National Emergency Hotline: dial 911.
• Philippine National Police (PNP): use 911 for police emergencies.
• Philippine Red Cross: dial 143 or (+63 2) 8790-2300.

Mental health and suicide prevention crisis lines

• National Center for Mental Health (NCMH) Crisis Hotline: 1553 (Luzon-wide landline, toll-free), 0919-057-1553 (Smart / TNT), 0917-899-8727 (Globe / TM). More lines are listed at ncmh.gov.ph/contact-us.
• In Touch Crisis Line: +63 2 8893 7603 (landline), 0919-056-0709 (Smart), 0917-800-1123 (Globe).
• Hopeline Philippines: 2919 (toll-free for Globe and TM), 0917-558-4673 (Globe).

LactoGo support staff will be trained to recognise vulnerability, to handle such cases with care, and not to ask for health details.

1. You are welcome to give feedback or make a complaint to team@lactogo.eu. This address is for non-medical and non-health matters, such as booking problems, conduct, payment coordination, service quality and the platform. Please do not send medical or health information to this address.
2. Include your booking reference (for example LG-1234), the date and a short factual description of the issue. Please do not include your name or any health information.
3. LactoGo acknowledges a complaint within 2 business days and aims to reply with an outcome within 10 business days. If more time is needed, we will tell you why.
4. Complaints about the content of professional advice or clinical care should be raised first with the RND. They may also be raised with the relevant Philippine professional regulator, the Professional Regulation Commission (PRC). LactoGo cannot judge the professional correctness of an RND's advice.
5. Privacy complaints can also be raised with the National Privacy Commission in the Philippines, or with the competent data protection authority where EU law applies.
6. Complaints about refunds or Session charges must meet the 48-hour dispute window described above.
7. Complaints are decided under the section "How LactoGo decides disputes".

1. Health information is sensitive personal information. LactoGo identifies each Booking only by a reference number (for example LG-1234) and does not receive Customers' names or health information. LactoGo handles the limited personal information it does collect, such as the email address you write from, booking details and support messages, under the LactoGo Privacy Policy and applicable law. Your name and contact details go only to your RND.
2. The RND collects and keeps the consultation record in their own professional systems and is responsible for it. Requests about the consultation record should be made to the RND.
3. The RND sends the consultation summary as a password-protected PDF from their own professional email, and sends the password separately.
4. You may withdraw consent and exercise your data rights through team@lactogo.eu, quoting your booking reference, subject to the law and to professional record-keeping duties.

LactoGo is not an emergency medical service and does not itself diagnose or treat. A consultation is a nutrition service within the RND's professional scope. Results are not guaranteed. The sections "Important Health Disclaimer" and "No Guaranteed Results" in the main Terms also apply.

1. To the extent permitted by law, the Customer agrees to indemnify and hold harmless LactoGo, its officers, employees, contractors and service providers, and the RND, from claims, losses and reasonable expenses arising from the Customer's breach of these Terms, false confirmation of location or identity, harassment or abuse, unlawful recording or sharing of a Session, fraud, or unlawful conduct.
2. To the extent permitted by law and under the RND's agreement with LactoGo, the RND agrees to indemnify and hold harmless LactoGo from claims, losses and reasonable expenses arising from the RND's professional advice, professional negligence, breach of professional or legal duties, misrepresentation of credentials, or unlawful handling of consultation records.
3. These indemnities do not apply where the claim results from the indemnified party's own fraud, gross negligence or intentional misconduct, or where the law does not allow it. They do not limit your mandatory consumer rights.

1. To the extent permitted by law, LactoGo is not liable for the content or outcome of an RND's professional advice, for the RND's records, or for indirect, incidental, special or consequential loss.
2. Where LactoGo is found liable, its total liability for a Booking is limited to the amount LactoGo itself received in relation to that Booking, if any, to the extent the law allows.
3. Nothing in these Terms excludes liability that cannot be excluded by law, including for fraud, intentional wrongdoing or mandatory consumer rights.

1. LactoGo may suspend, restrict, block or reject bookings and accounts to protect users and RNDs, prevent fraud, investigate misconduct, enforce these Terms or comply with law.
2. To ask for a review, write to team@lactogo.eu with your booking reference and an explanation. Please do not include your name or health information. LactoGo may ask for more information and will reply with its decision.

Subject to mandatory consumer protection laws that apply to you, these Terms are governed by the laws of Estonia, and disputes are subject to the competent courts of Tartu County. Before starting formal proceedings, contact team@lactogo.eu so the matter can be reviewed.

LactoGo may update these Terms. Material changes will be shown with a new effective date and communicated by email, in-app notice or the website. Bookings made before a change are governed by the version in force at the time of booking.

Before booking, the Customer is asked to confirm each of the following:

• I have read and agree to the LactoGo RND Consultation Terms, the LactoGo Terms & Conditions and the Privacy Policy.
• I will be physically in the Philippines during my consultation, and the consultation and any advice or report may not be used outside the Philippines.
• I understand my RND is an independent professional, not a LactoGo employee, and that I pay the RND directly. LactoGo provides discovery, booking and customer support only.
• I understand that disputes must be reported within 48 hours after the session, and that the fee is non-refundable once more than 30 minutes of session time has been rendered.
• I understand that LactoGo decides disputes only on booking and meeting records and written reports, and will not ask for or review what was said about my health.
• I understand that sessions are not recorded, that I will not record them, and that I will treat the RND respectfully. Harassment, abuse or profanity can lead to my session being ended and my account or bookings being blocked.
• I am 18 years old or older.

General support, complaints and feedback (non-medical only; please do not send health information to either address): team@lactogo.eu or support@lactogo.zendesk.com.

Operated by LactoGo Digest OÜ, registry code 17606758, Estonia.