Terms of Service

Part A — Terms for practices and professional customers

Sections in Part A apply to contracts between Theravo and psychotherapy practices, therapists and other professional customers acting in the course of their business or professional activity. Theravo does not offer the professional service under Part A to consumers.

Provider and scope

The contractual provider is Egidijus Girčys, operating under the business name Theravo. These terms govern access to and use of Theravo's appointment-management service. Individual order details, plan descriptions, pricing and the Data Processing Agreement form part of the contract.

Professional use

The customer confirms that it uses Theravo for professional practice operations. The customer must provide accurate business and contact information and ensure that persons accepting the contract or administering the account are authorised to act for the practice.

Contract formation, plans and prices

A contract is formed when Theravo accepts an order, activates a paid plan, or confirms registration where the registration flow expressly states that a contract is concluded. The applicable plan, price, billing interval, minimum term and included functions are those displayed before ordering or agreed individually. Prices are exclusive or inclusive of VAT as stated in the order.

Service description

Theravo provides software for appointment requests, availability, confirmations, cancellations, rescheduling, patient portal access, optional payments, appointment credit and administrative communication. The exact functions depend on the selected plan and configuration. Theravo may improve the service provided that the agreed core functionality is not materially reduced without a valid reason.

No therapeutic or medical service

Theravo is a technical service provider. Theravo does not provide psychotherapy, diagnosis, medical advice, crisis intervention or treatment and does not assess whether a practitioner or patient is clinically suitable. The practice alone provides and is responsible for professional services.

Accounts and security

• The customer must keep account information current and assign access only to authorised persons.
• Credentials and access links must be protected against unauthorised use and must not be shared beyond their intended recipient.
• The customer must promptly remove access for persons who no longer require it and inform Theravo of suspected compromise.
• Actions taken through an authorised account are attributed to the customer unless the customer proves unauthorised use not caused by a breach of its duties.

Responsibilities of the practice

• The practice is responsible for appointment types, availability, prices, cancellation rules, patient communications and professional compliance.
• The practice must verify appointment information and may not rely on Theravo as the sole source for urgent or clinically important communication.
• The practice determines the legal bases, privacy information, retention and handling of patient rights for data processed on its behalf.
• The practice must not enter unnecessary therapy notes, diagnoses or clinical records into fields intended for appointment administration.

Data protection and DPA

Where Theravo processes personal data on behalf of the practice, the parties' Data Processing Agreement applies. The practice is the controller for patient data and Theravo is the processor. Theravo is a separate controller for its own account administration, billing, security and legal compliance.

Local AI functionality

Theravo may use the locally operated Gemma 3 language model to classify administrative appointment messages and prepare drafts. Message content is not transmitted to Google or another external AI API for this purpose. The function is not designed for clinical assessment, diagnosis, treatment recommendations, risk assessment or emergency detection. The practice must review its settings and check drafts where human review is enabled or required by the relevant workflow.

Transparency for automated communication

Where a patient directly receives an AI-generated or materially AI-prepared administrative message without meaningful human review, the practice must ensure that the recipient is clearly informed that automated assistance was used. Theravo’s standard notice is: “This administrative message was prepared with automated assistance on behalf of the practice.” The practice remains responsible for the appropriateness of automated sending in its workflow.

Payments and fees

If an online-payment function is enabled, the practice remains responsible for its prices, refund and cancellation policy, tax treatment and information to patients. Payment processing is subject to the selected payment provider's terms. Theravo does not guarantee approval of a transaction and may receive payment status and transaction references for reconciliation.

Availability, maintenance and changes

Theravo aims to provide reliable access but does not guarantee uninterrupted or error-free operation. Maintenance, security work, provider outages and events outside Theravo's reasonable control may temporarily limit availability. Planned material maintenance should be announced where reasonably possible.

Acceptable use

• The service must not be used unlawfully, to infringe third-party rights, to distribute malware or spam, or to attempt unauthorised access.
• The customer must not circumvent security or usage limits, interfere with the service, or use automated extraction except through documented interfaces.
• The service must not be used as an emergency channel, clinical decision system or substitute for legally required treatment documentation.

Intellectual property

Theravo and its licensors retain all rights in the software, design, documentation and service. The customer receives a non-exclusive, non-transferable right to use the service for the contract term within the agreed scope. The customer retains rights in its own data and content.

Confidentiality

Each party must protect the other party’s non-public business, security and technical information and use it only for the contract. Non-public information includes patient secrets and other information that may be subject to professional secrecy. Personal data and patient secrets are additionally governed by the Data Processing Agreement and its provisions on confidentiality and section 203 of the German Criminal Code. This does not apply to information that is public without breach, already lawfully known, independently developed or required to be disclosed by law.

Data export and deletion

Available export functions should be used before termination. After the service ends, Theravo deletes or returns data processed on behalf of the practice in accordance with the DPA, subject to statutory retention and backup rotation. The customer is responsible for retaining any records it is legally required to keep.

Liability

• Theravo is liable without limitation for intent and gross negligence, injury to life, body or health, fraudulently concealed defects, assumed guarantees and liability under mandatory product-liability law.
• For ordinary negligence, Theravo is liable only for breach of an essential contractual obligation whose performance is necessary for the contract and on which the customer may regularly rely. Liability is then limited to the foreseeable loss typical for this type of contract.
• To the extent permitted by law, liability is otherwise excluded. The limitations also apply to Theravo's representatives and agents.
• Theravo is not responsible for therapeutic decisions, professional services, the practice's appointment or cancellation policies, patient-provided information or third-party payment decisions.
• Statutory burden-of-proof rules are not changed.

Term and termination

The term, minimum term, renewal and ordinary notice period are specified in the order or selected plan. The right to terminate for cause remains unaffected. On termination, access may end after the agreed export period and data is handled under the DPA.

Suspension

Theravo may temporarily restrict access where necessary to address a security risk, unlawful use, material breach, non-payment after notice, or a threat to the service or other customers. Where reasonable, Theravo informs the customer in advance and restores access once the reason has been resolved.

Changes to these terms

Theravo may amend these terms for future contracts and may amend existing contracts where there is a valid reason, the change is reasonable for the customer and applicable law permits it. Material changes are communicated with reasonable notice. If a change materially disadvantages the customer, any termination right stated in the notice applies.

Governing law and venue

German law applies, excluding conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods. Where the customer is a merchant, a legal entity under public law, a special fund under public law, or has no general venue in Germany, Potsdam is the exclusive venue to the extent legally permitted. Mandatory statutory venues remain unaffected.

Contact for business customers

Contractual and legal questions may be sent to legal@theravo.de.

Part B — Information for patients and prospective patients

Part B explains Theravo's technical role when a patient uses a practice's appointment page, payment flow or patient portal. It does not make Theravo the provider of psychotherapy or create a treatment relationship with Theravo.

Relationship with the practice

Any appointment, treatment, payment, cancellation or refund agreement is between the patient and the relevant practice. The practice determines whether to accept a request, which service is offered, the price, the cancellation conditions and whether treatment is clinically appropriate. Theravo only supplies the technical platform.

Appointment requests and confirmations

Submitting an appointment request does not guarantee an appointment. The status shown in Theravo and the practice's confirmation determine whether the appointment has been accepted. Patients should verify the date, time, location or video details and contact the practice directly if information is unclear or urgent.

Payments, cancellation and appointment credit

The practice's displayed conditions apply to payments, cancellations, refunds and appointment credit. The payment provider may apply additional payment terms. Theravo does not independently decide whether a refund or credit is due. Questions should be directed to the practice.

Patient portal

Portal access and login links are personal and must not be forwarded. Patients should keep their contact information current and promptly report suspected unauthorised access. Portal functions are intended for appointment administration, not for emergencies or detailed clinical communication.

No emergency or crisis service

Theravo and its appointment messaging are not monitored as an emergency service. In an acute medical or psychological emergency, patients should contact the appropriate emergency service, crisis service, treating professional or another locally available urgent-care service.

Privacy for patient data

The relevant practice is normally the controller for patient and appointment data and Theravo processes it on the practice's behalf. Patients should read the practice's privacy information and Theravo's Privacy Policy and should avoid submitting health details that are unnecessary for arranging an appointment.

Contact

Technical questions about Theravo may be sent to hello@theravo.de. Questions about an appointment, treatment, price, cancellation or patient record should be sent to the relevant practice.