Question 1

What exactly is LactoGo?

Accepted Answer

LactoGo is a wellness platform that helps you understand your relationship with dairy. Through AI-powered tools like LactoLens (food ingredient scanner) and Luna (conversational companion), we provide general food awareness information — not medical advice or diagnosis.

Question 2

Is LactoGo a medical or diagnostic app?

Accepted Answer

No. LactoGo is a food-behavior support platform for dairy enthusiasts. It helps users explore food information, track personal food experiences, and understand their own eating patterns.

LactoGo does not diagnose, treat, cure, or prevent lactose intolerance, digestive disorders, or other medical conditions.

LactoGo is not a substitute for a doctor, registered dietitian, or other qualified healthcare professional.

If you have persistent, severe, or concerning digestive symptoms, please consult an appropriate healthcare professional.

Question 3

What does LactoGo actually do?

Accepted Answer

LactoGo helps you understand your relationship with food through food information, personal food memory, behavioral experiments, and personalized insights.

Our goal is not to tell everyone to avoid dairy. It is to help people understand their food behaviors and make informed choices that fit their own lives.

Question 4

Is LactoGo trying to replace doctors?

Accepted Answer

No. LactoGo is not designed to replace medical professionals.

Our long-term vision includes working with clinicians and dietitians to develop and review appropriate behavioral frameworks and future research. Any clinical or research-backed claims will only be introduced when properly supported.

Question 5

Is the 28-Day Dairy Audit a clinical trial?

Accepted Answer

No. The 28-Day Dairy Audit is a 28-day food exploration program designed to help you explore your food habits and discover what works for you. It is not a clinical trial or medical treatment.

Question 6

What is LactoLens?

Accepted Answer

LactoLens is our AI food ingredient scanner. You can scan food packaging photos or barcodes to discover dairy-related ingredients in everyday foods. Barcode scans are the lightest option; AI photo scans have a smaller monthly allowance (10 on the free challenge, 60 on Premium). Results are informational and may not always be accurate.

Question 7

Who is Luna?

Accepted Answer

Luna is our warm, jolly AI wellness companion — a moon-shaped character who loves chatting about dairy, digestion, and food awareness. Luna provides informational conversation only and is never a substitute for professional advice.

Question 8

Why should I use LactoGo when I can ask other AI tools?

Accepted Answer

General tools are designed to help with many different topics. LactoGo is designed for one specific journey: helping you understand, discover, and organize the foods that matter to you. The difference is not just answering a question — it is creating a focused experience around your food discoveries. With LactoGo, you can explore ingredients and products in one place, discover information through food scanning tools, keep track of your personal food discoveries, build your own reference library over time, and explore from a platform designed specifically around food choices. LactoGo is not designed to replace general-purpose tools. It is designed to make food discovery simpler, more organized, and more personal.

Question 9

Is Luna just another chatbot?

Accepted Answer

No. Luna is designed as a personal food discovery companion within the LactoGo experience. Luna helps connect your discoveries, product information, and discovery journey in one place. The value of LactoGo is not only the conversation — it is the complete experience built around understanding food.

Question 10

What makes LactoGo different?

Accepted Answer

Information is everywhere. The challenge is making it useful. LactoGo brings together: Discover — understand products and ingredients. Grow — build knowledge over time. Organize — keep your discoveries in one place. Personalize — create an experience around your own journey.

Question 11

How much does LactoGo cost?

Accepted Answer

LactoGo's Luna and LactoLens are free with the 28-Day Challenge. You get 100 Luna questions and 100 LactoLens scans per month, of which up to 10 can be AI photo scans. We're in market validation mode — no pricing, no buy buttons.

Question 12

Do I need to create an account?

Accepted Answer

You can browse the homepage, FAQ, and legal pages without an account. To use LactoLens or chat with Luna, you'll need to join the free 28-Day Challenge. Registration requires you to be 16 or older.

Question 13

Why does LactoGo ask how I felt?

Accepted Answer

Because food is more than what's on the plate.

LactoGo lets you optionally record both how your body felt and how you experienced the food. This helps you look back at your own food experiences over time.

It isn't a medical test, diagnosis, or psychological assessment. Your answers are simply your own observations.

You can always skip this step.

Understand your experience. Don't be judged by it.

Question 14

How do LactoGo notifications work?

Accepted Answer

LactoGo can send optional in-app and push notifications for challenge reminders, streaks, and milestones. You control which notifications you receive in Settings. Push notifications require your permission and can be turned off at any time from your device or within the app.

Question 15

Is LactoGo a medical service?

Accepted Answer

No. LactoGo provides food-awareness, journaling and informational support. It does not diagnose or treat medical or mental-health conditions and does not replace a qualified healthcare professional.

Question 16

Why did LactoGo show me a safety message?

Accepted Answer

Some information you entered may suggest that additional human support could be helpful. LactoGo cannot determine your medical or mental-health condition. The message is simply a signpost to available support.

Question 17

Does Luna diagnose lactose intolerance?

Accepted Answer

No. Luna can explain general information about lactose, dairy and digestion and can help you understand your own logged observations, but it cannot determine whether you have lactose intolerance or another medical condition.

Question 18

Can Luna diagnose anxiety or depression?

Accepted Answer

No. Luna is not a mental-health assessment or diagnostic service.

Question 19

What if I am in immediate danger?

Accepted Answer

If you are in immediate danger or think you may hurt yourself or someone else, contact your local emergency service immediately. In the EU, call 112.

Question 20

Can LactoGo contact emergency services for me?

Accepted Answer

No. LactoGo does not provide emergency intervention. If you need immediate help, contact emergency services directly.

Question 21

Why does LactoGo track mood?

Accepted Answer

Mood can be useful as optional context when reflecting on your own experiences. It is not used by LactoGo to diagnose mental-health conditions.

Question 22

Can my Dairy Logs be seen by other people?

Accepted Answer

Your Dairy Logs remain private according to LactoGo's privacy controls. It is not publicly visible by default.

Question 23

Does LactoGo know what is medically causing my symptoms?

Accepted Answer

No. LactoGo can help you organize and understand information you have recorded, but Dairy Logs cannot establish a medical diagnosis or cause.

Question 24

Can I delete my information?

Accepted Answer

Yes. You can request deletion of your data at any time from Settings, or by emailing team@lactogo.eu. Scan results are automatically deleted within 24 hours. Photos are sent for analysis through a private link that expires within minutes.

Question 25

Where can I find crisis support resources?

Accepted Answer

Visit our Safety & Support page for verified emergency numbers, crisis support resources by country, and safety information. In the EU, call 112 for emergencies.

Question 26

Is my data safe?

Accepted Answer

Yes. LactoGo is an independent online platform for dairy enthusiasts, developed in Estonia/EEA. We follow applicable data protection requirements. LactoGo uses third-party service providers and cloud infrastructure providers for application hosting and storage; Cloudflare supports website security; and IONOS provides domain hosting. Scan results are automatically deleted within 24 hours. Photos are sent for analysis through a private link that expires within minutes. We collect minimal personal data and you can request deletion at any time by emailing team@lactogo.eu (replies within 2 working days). Escalation: jj.siochi@lactogo.eu and michi.fujiwara@lactogo.eu.

Question 27

Do you store my payment details?

Accepted Answer

No. LactoGo does not store your full payment-card details. Stripe, our payment processor, handles payment processing and subscription billing. Applicable taxes are calculated at checkout based on your location. LactoGo only stores the minimum subscription information needed to provide and manage your Premium access.

Question 28

Where is my LactoGo data stored?

Accepted Answer

LactoGo uses an EU/EEA data-residency environment for LactoGo application data. We also use third-party service providers for specific functions such as hosting, security, authentication, communications and payments, as described in our Privacy Policy. We minimize the data stored and only retain what is needed to operate your account and provide LactoGo services.

Question 29

What about security and the domain?

Accepted Answer

Cloudflare provides security and network protection, while IONOS manages our lactogo.eu domain. These are third-party service providers used for specific functions, as described in our Privacy Policy.

Question 30

How do we protect your information?

Accepted Answer

We use modern technology practices and carefully select the services that support LactoGo. While we work hard to protect user information, no online service can guarantee complete security. We continuously improve our systems and practices as LactoGo grows. We follow applicable EU and data protection regulations. LactoGo uses third-party service providers and cloud infrastructure providers for application hosting and storage; Cloudflare supports website security; and IONOS provides domain hosting. Scan results are automatically deleted within 24 hours. Photos are sent for analysis through a private link that expires within minutes. We collect minimal personal data and you can request deletion at any time by emailing team@lactogo.eu (replies within 2 working days). Escalation: jj.siochi@lactogo.eu and michi.fujiwara@lactogo.eu.

Question 31

Do we sell your personal information?

Accepted Answer

No. LactoGo is built to create value for our users, not to sell personal information. We respect your privacy and follow applicable data protection requirements.

Question 32

What personal data does LactoGo process?

Accepted Answer

LactoGo processes minimal personal data to provide and improve the platform. This includes your account email, Dairy Logs entries and reflections, LactoLens scan data, Luna conversation history, and optional preference settings.

Scan results are automatically deleted within 24 hours. Photos are sent for analysis through a private link that expires within minutes. We do not process your data for profiling or sell it to third parties.

For the full details of what we process and why, see our Privacy Policy.

Question 33

How long does LactoGo keep my data?

Accepted Answer

Scan results are automatically deleted within 24 hours. Photos are sent for analysis through a private link that expires within minutes.

Your account information, Dairy Logs entries, and other content you create are retained until you request deletion. Specific retention criteria for other data are determined based on applicable law and our Privacy Policy.

We do not retain your data for a fixed period tied to the 28-Day Challenge. You can request deletion of your data at any time by emailing team@lactogo.eu (replies within 2 working days). Escalation: jj.siochi@lactogo.eu and michi.fujiwara@lactogo.eu.

Question 34

Can I recover a Dairy Logs entry after deleting it?

Accepted Answer

Deleted Dairy Logs entries may not be recoverable. Before deleting an entry, LactoGo shows a confirmation warning that the action cannot be undone and the entry may not be recoverable.

If you confirm deletion, the entry is permanently removed from your diary. We recommend reviewing an entry carefully before choosing to delete it permanently.

Question 35

What are my data protection rights?

Accepted Answer

Depending on your location and applicable law (including the EU GDPR where applicable), you may have rights regarding your personal data. These may include the right to:

• Access — request a copy of your personal data
• Correction — ask us to correct inaccurate data
• Deletion — request that we delete your data
• Restriction — ask us to restrict processing
• Objection — object to certain processing
• Portability — receive your data in a portable format where applicable

To exercise any of these rights, contact team@lactogo.eu (escalation: jj.siochi@lactogo.eu or michi.fujiwara@lactogo.eu). Our Privacy Policy is the authoritative source for how LactoGo handles your data and your rights. This FAQ does not remove or restrict any applicable legal rights.

Question 36

How do I contact LactoGo about my data?

Accepted Answer

You can contact LactoGo about your personal data or privacy concerns by emailing team@lactogo.eu. We aim to reply within 2 working days. Escalation: jj.siochi@lactogo.eu and michi.fujiwara@lactogo.eu. For full details, see our Privacy Policy.

Question 37

What is a LactoGo Community Partner?

Accepted Answer

A café, restaurant, store, or food business that has voluntarily agreed to be featured on LactoGo to help people discover more inclusive food experiences.

Question 38

Does being featured mean the business endorses LactoGo?

Accepted Answer

Not necessarily. Being featured means the business has agreed to participate in the LactoGo community. It does not mean they endorse or sponsor LactoGo beyond that participation.

Question 39

Does LactoGo certify or approve these businesses?

Accepted Answer

No. A LactoGo Community Partner is not a medical, nutritional, food-safety, or product certification.

Question 40

Does LactoGo guarantee that a food is lactose-free or suitable for me?

Accepted Answer

No. Ingredients, preparation methods, menus, and food-handling practices can change. Please check directly with the business about ingredients and your individual dietary needs.

Question 41

Why does LactoGo feature cafés, restaurants and stores?

Accepted Answer

Because enjoying food is also about belonging. We want people with different food needs to discover places where they can enjoy food and social experiences together.

Question 42

Can my business become a LactoGo Community Partner?

Accepted Answer

Yes. We welcome cafés, restaurants, stores, and food businesses that support more inclusive and transparent food experiences.

Question 43

Does it cost a business to become a Community Partner?

Accepted Answer

Our current community feature is free and voluntary. Any future commercial opportunities would be presented separately and would not change what the Community Partner designation means.

Question 44

Can a business ask to be removed?

Accepted Answer

Yes. A participating business can contact LactoGo at any time to request correction or removal of its feature or logo.

Question 45

LactoLens won't scan my food: troubleshooting guide

Accepted Answer

If LactoLens isn't scanning your food product, try these steps before contacting support.

1. Check your internet connection
Make sure your device has a working internet connection. Open another website to check whether your connection is stable, then try scanning again.

2. Check camera permissions
If you're using the camera scanner, check that your browser or device has permission to access the camera.
• Open your browser or device settings.
• Find camera permissions for the LactoGo website or app.
• Allow camera access if you want to use the camera scanner.
• Return to LactoGo and try again.
If you prefer not to enable camera access, check whether another supported scanning method is available.

3. Improve barcode visibility
If you're scanning a barcode:
• Place the barcode inside the scanning area.
• Make sure the barcode is clearly visible and not damaged.
• Avoid glare, shadows, and excessive movement.
• Move the camera slightly closer or farther away until the barcode is in focus.

4. Refresh LactoGo
Close the scanner and reopen it. If the problem continues, refresh the webpage or restart the app, then try again. If you have unsaved entries, save them first if possible.

5. Check for scanning limits
If you receive a message that you've reached your scanning limit, check your current plan and any applicable daily limits. Follow the message shown in LactoGo for the correct next step. Do not assume that a failed scan means you've reached your limit.

6. Try another supported method
If barcode scanning continues to fail, check whether LactoLens supports another way to identify the food, such as a food search or another available input method. Only use options actually shown in your version of LactoGo.

7. Still not working?
Contact LactoGo support (team@lactogo.eu) and include:
• A short description of the problem.
• What happens when you try to scan.
• Any error message displayed.
• Your device type and browser.
• Whether the issue happens with one product or every product.

Do not send passwords, authentication codes, or payment card details. Avoid sharing personal health diary entries unless they are necessary and you have chosen an appropriate secure support channel.

LactoLens may not recognize every product or barcode. If a product cannot be identified, that does not necessarily mean the scanner is broken. If the issue persists after these steps, contact support for further assistance.

Question 46

Where can I get LactoGo Premium?

Accepted Answer

LactoGo Premium subscriptions are currently open on Android only. Subscriptions on the website and the Apple App Store are not open yet, and nobody is charged there. Everything in LactoGo Free keeps working. You can get the Android app on Google Play.

Question 47

How much does LactoGo Premium cost?

Accepted Answer

LactoGo Premium is €4.99 per month, excluding VAT. Applicable VAT is calculated at checkout based on your location, and the final amount is shown before you pay.

Question 48

What is the difference between Free and Premium?

Accepted Answer

Free includes the 28-Day Dairy Audit, LactoLens and Luna (100 uses each per month), Dairy Logs, challenge insights and the completed 28-Day report.

Premium includes everything in Free, raises LactoLens and Luna to 500 uses each per month, and adds Personal Dairy Intelligence, weekly insights, personalized food insights and unlimited Dairy Logs and reports.

Question 49

What happens if I don't subscribe?

Accepted Answer

Your account stays accessible and you can keep using the free features.

Question 50

Can I cancel Premium?

Accepted Answer

Yes, you can cancel at any time. Your subscription renews automatically each month until it is cancelled, and cancellation prevents future renewal. If you need help cancelling, contact team@lactogo.eu.

Question 51

Can I get a refund?

Accepted Answer

Unless applicable law provides otherwise, cancelling does not automatically refund a billing period that has already started. Statutory consumer rights remain available to you. For purchase and refund help, contact team@lactogo.eu with the email on your account and your order details, or read our Refund Policy at lactogo.eu/refund-policy.

Question 52

Is my payment secure?

Accepted Answer

Payments are processed by Stripe. LactoGo does not store your full payment-card details.

Question 53

Is Premium medical advice?

Accepted Answer

No. Premium gives you more food-awareness, journaling and informational tools. LactoGo does not diagnose or treat medical conditions and does not replace a qualified healthcare professional.

LactoGo FAQ

About LactoGo

Troubleshooting

Premium & Billing

Safety & Support

Privacy & Your Data

Community Partners

Cookie preferences