Terms and Conditions

Effective date: 15th October 2026

IF YOU OR SOMEONE ELSE IS IN DANGER OR THIS IS A MEDICAL EMERGENCY, CALL 911 IMMEDIATELY. IF YOU ARE IN CRISIS, CALL OR TEXT 988. UNIVA PROVIDES EDUCATIONAL CONTENT ONLY AND DOES NOT PROVIDE MEDICAL ADVICE, DIAGNOSIS OR TREATMENT.

Welcome to Univa. These Terms and Conditions (“Terms”) are a legal agreement between you and Univa Health Consumer LLC. When these Terms say “you,” they mean the individual accessing or using the Service and, where a parent or guardian agrees to these Terms for a teen, both the parent or guardian and the teen. They explain what you can expect from us, and what we ask of you, when you use the Univa apps, website and programs (together, the “Service”) in the United States. If you live outside the United States, different terms apply; our UK terms are available at www.univa.health.

PLEASE READ THESE TERMS CAREFULLY BEFORE ACCESSING OR USING THE SERVICE. By clicking “I accept,” creating an account or otherwise accessing or using the Service, you acknowledge that you have read these Terms in their entirety, understand them, and agree to be legally bound by all terms and conditions contained in these Terms and our Privacy Notice. If you do not agree to be bound by these Terms and our Privacy Notice, you are not authorized to access or use our Service; PROMPTLY EXIT THE SERVICE.

Binding Arbitration. PLEASE READ THIS PROVISION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.

THESE TERMS CONTAIN A BINDING ARBITRATION PROVISION. BY USING THE SERVICE, YOU AGREE THAT ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THESE TERMS, OR THE BREACH, TERMINATION, ENFORCEMENT, INTERPRETATION, OR VALIDITY THEREOF, INCLUDING THE DETERMINATION OF THE SCOPE OR APPLICABILITY OF THESE TERMS TO ARBITRATE, SHALL BE DETERMINED BY BINDING ARBITRATION RATHER THAN IN COURT. BY AGREEING TO ARBITRATION, EACH PARTY WAIVES ITS RIGHT TO LITIGATE SUCH DISPUTES IN COURT BEFORE A JUDGE OR JURY AND TO BRING OR JOIN A CLASS ACTION. THIS ARBITRATION PROVISION IS GOVERNED BY THE FEDERAL ARBITRATION ACT, 9 U.S.C. §§ 1 ET SEQ., AND SHALL SURVIVE TERMINATION OF THESE TERMS.

1. Who we are

1.1 We are Univa Health Consumer LLC, a Delaware limited liability company (“Univa”, “we”, “us”).

1.2 You can contact us at any time at info@univa.health. If we need to contact you, we will use the email address or phone number on your account, so please keep your details up to date. When these Terms say “writing” or “written”, that includes email and messages sent through the app.

1.3 Electronic communications. By using the Service, you agree that we may give you notices, disclosures, receipts and other information electronically — by email, text message or through the app — and that agreements and consents made electronically have the same legal effect as if they were on paper. To receive and keep these communications you need internet access, a current email address and a device that can display PDF files. You can withdraw this consent by closing your account, in which case you will no longer be able to use the Service.

2. What Univa is — and what it is not

2.1 Univa provides self-guided digital educational programs that help parents, caregivers and teens learn about, and cope with, eating difficulties or eating disorders. The current programs are listed at us.univa.health/programs.

2.2 Univa supports — but does not replace — care from your doctor, therapist, dietitian or other licensed healthcare professional. All content in the Service, including programs, videos, articles, worksheets, messages and any responses from our team, is provided for general educational and informational purposes only. It is not medical, psychological or nutritional advice and is not tailored to any individual’s circumstances or diagnosis. We are not a healthcare provider. We do not practice medicine, psychology, counseling or nutrition therapy, we do not offer telehealth services, and we do not provide diagnosis, treatment, prescriptions or emergency care. We do not evaluate whether the Service, or any treatment, is appropriate for you or your child. Using the Service does not create a doctor–patient, therapist–client or similar professional relationship between you and Univa. Always seek the advice of your (or your child’s) doctor or other qualified healthcare professional with any questions about a medical or mental health condition, eating, weight, nutrition, exercise or medication, and before starting, stopping or changing any treatment. Never disregard professional advice, or delay seeking it, because of something you read, watch or do in the Service.

2.3 Your healthcare provider(s) remain solely responsible for your clinical care, including any assessment, diagnosis or treatment decisions. If you use Univa to support a child or teen, you remain responsible, together with their healthcare professionals, for decisions about their health and care. If you are concerned about your child’s physical or mental health contact their doctor promptly.

2.4 Messages you send through Univa are not monitored in real time and may not be read or answered promptly. Do not use Univa to tell us about an emergency or urgent concern. If you or someone else is in danger, call 911; if you are in crisis, call or text 988.

2.5 Univa is not suitable for people who need intensive or inpatient care, or who are in an acute mental health crisis — unless a treating clinician has decided it is appropriate as part of their care plan and is overseeing its use.

2.6 We work hard to make our content accurate and helpful, but eating disorders affect each person differently and information about them changes over time. We do not endorse or recommend any treatment, provider, medication, product or outside resource mentioned in or linked from the Service.

2.7 The Service includes videos featuring healthcare professionals and people with lived experience of eating disorders. Healthcare professionals appearing in the Service are not providing medical advice, diagnosis or treatment to you, and no professional relationship is created between you and any of them by viewing their content. Personal stories reflect the individual’s own experiences and views, which may not be typical, and are not a promise that you or your child will have a similar experience or outcome.

3. Emergencies

If you or someone else is in danger, or you are thinking of harming yourself or others, call 911 or go to your nearest emergency room now. Do not wait.

If you are in crisis or just need someone to talk to, call or text 988 (the 988 Suicide & Crisis Lifeline) at any time of day or night, or text HOME to 741741 to reach the Crisis Text Line. For support with an eating disorder, you can call the National Alliance for Eating Disorders helpline at 1-866-662-1235. If you are under 18, also tell a trusted adult so they can help you.

4. Who can use Univa

4.1 To use the Service you must live in the United States, have internet access and a valid email address, and be using Univa for yourself or for someone you care for (with their permission where needed). You may use the Service only in accordance with, and upon acceptance of, these Terms.

4.2 Age. You must be 13 or over to have your own account. Children under 13 are supported through their parent’s or caregiver’s account instead of having their own account, and the parent or caregiver must be the person who uses that account and enters information into it — children under 13 must not use a parent’s or caregiver’s account to provide information to us themselves. We do not knowingly collect personal information directly from children under 13. If we learn that a child under 13 has created an account or provided personal information to us, we will close the account and delete that information. Our Privacy Notice explains how we handle information about children, including information a parent or caregiver provides about their child.

4.3 If you are 13 to 17, your parent or legal guardian must create a parent account and agree to these Terms and consent to your use of the Service before your account is activated. By doing so, they agree to these Terms both for themselves and on your behalf, confirm that they have the legal authority to do so, and consent to you entering information into the Service as described in our Privacy Notice. When you first log in, you must also agree to these Terms and our Privacy Notice yourself. Your parent or guardian will have read-only access to your account so they can support you, and you will be asked to acknowledge this when you first log in. Your parent or guardian is also responsible for supervising your use of the Service and for your compliance with these Terms, and we encourage parents and guardians to talk with their teens about using the Service safely. Your parent or guardian may withdraw their consent at any time by emailing support@univa.health, in which case we will close your account and handle your information as described in our Privacy Notice. We may contact you or your parent or guardian to verify consent. If we cannot verify consent, we cannot provide the Service.

4.4 Safety criteria. Because Univa is self-guided, by using the Service you (or, for a child or teen, their parent or guardian) confirm that the person with eating disorder symptoms is medically stable (as judged by their doctor or another licensed healthcare professional), is not experiencing rapid weight loss or symptoms of starvation syndrome, and is not at risk of suicide or self-harm. Univa does not assess or monitor whether these criteria are met, and you agree to stop using the Service and seek care from a healthcare professional if they stop being met.

4.5 The Service is designed for use in the United States and is not intended for people in other countries. If you use it from outside the United States, you do so at your own risk and must follow local laws.

4.6 Your access is personal to you. You may not sell it or share it, and you may not use the Service for commercial, research or resale purposes without our written permission.

5. Your account

5.1 Give us accurate information when you register, and keep it up to date.

5.2 Keep your login details secret and your contact details up to date. If you think someone else has accessed your account, email us right away at support@univa.health.

5.3 Please do not create an account if we have previously removed or banned you.

6. How we expect you to behave

6.1 When using Univa, you must not:

• give false or misleading information, pretend to be someone else, misrepresent your (or your child’s) identity, age or health, or let anyone else use your account;
• hack, disrupt or interfere with the Service or its security features, introduce viruses or other harmful code, or use bots, scrapers or other automated tools to access it;
• use the Service for anything other than its intended purpose, or while we have suspended or banned you; remove, obscure or alter any proprietary notices in the Service; or violate any applicable law or regulation.

6.2 Anything you upload or share (“your content”) must not:

• include someone else’s personal information (including photos, images or recordings) without their permission — and, for anyone under 18, without their parent or guardian’s permission;
• be unlawful, or be bullying, threatening, hateful, discriminatory, sexually explicit, defamatory or otherwise harmful or offensive;
• infringe anyone else’s rights, including intellectual property rights.

6.3 We care about our team as well as our members. We have zero tolerance for abusive or discriminatory behavior toward our staff, and it may lead to you losing access to the Service.

6.4 If you break these rules we may, depending on how serious it is: warn you; remove content; suspend or permanently end your access; report the matter to law enforcement or other authorities; and/or recover our reasonable costs from you.

7. Your content and ours

7.1 Your content stays yours. By uploading it, you give us a non-exclusive, royalty-free, worldwide license to store, copy and use it so that we can run, support and improve the Service, as described in our Privacy Notice. Please keep your own copy of anything important.

7.2 Everything else in the Service — the programs, videos, text, design, trademarks and software — belongs to Univa, our affiliates or our licensors and is protected by US and international copyright, trademark and other laws. We give you a limited, personal, non-exclusive, non-transferable and revocable license to access and use the Service and its content solely for your own personal, non-commercial educational use (or to support the person you look after). You must not copy, share, sell, modify or reverse-engineer it.

7.3 If you give us feedback, ideas, recommendations or suggestions regarding the Service (collectively, “Feedback”), you hereby assign all right, title, and interest in and to such Feedback to us and we may use any Feedback freely, without restriction or payment to you.

7.4 Copyright complaints. We respond to notices of alleged copyright infringement under the Digital Millennium Copyright Act (17 U.S.C. § 512) (“DMCA”). If you believe content in the Service infringes your copyright, send a notice that meets the requirements of 17 U.S.C. § 512(c)(3) to legal@univa.health. If your content is removed and you believe this was a mistake, you may send a counter-notice under 17 U.S.C. § 512(g)(3). You may be liable for damages if you knowingly misrepresent that material is, or is not, infringing.

7.5 Repeat infringers. We may remove or disable access to any content that we believe infringes someone else’s rights. In appropriate circumstances, we will suspend or close the accounts of users who repeatedly infringe the intellectual property rights of others.

8. Privacy, confidentiality and safety

8.1 What you share with us is confidential. We handle and use your personal information as set out in our US Privacy Notice (available at us.univa.health/privacy-policy). Our Privacy Notice forms part of these Terms and is hereby incorporated by reference.

8.2 Safety. If we become aware of information that causes us serious concern for your safety or someone else’s, we may share information with those who can help — such as your doctor or referring provider, emergency services, or child or adult protective services — or make a report where the law requires. If you are under 18, we may also contact your parent or guardian. Where appropriate, we may tell you before we do this. Our Privacy Notice explains more.

9. How we communicate with you

9.1 Service messages. We send messages that are an essential part of the Service — for example, a notification that something is waiting for you in the app. These may come by app notification, email, or text message (SMS). We do not put sensitive personal details in these notifications, as described in our Privacy Notice.

9.2 Text messages. Univa signs you in by sending a one-time passcode by text message (SMS) to the mobile number you provide, in place of a password. By giving us your mobile number and agreeing to these Terms, you consent to receive automated text messages at that number from or on behalf of Univa, including one-time passcodes each time you sign in, reminders about completing your program, notices of new content or features in your program, and other messages related to your account and the Service. If you are a parent or guardian, you also give this consent on behalf of your child for the mobile number provided for your child’s account, and you confirm that you have the legal authority to do so. We do not send marketing or promotional text messages or calls. Message frequency varies, and message and data rates may apply. You confirm that you are the subscriber or customary user of the number you give us, and you agree to tell us promptly if your number changes or you stop using it. You can stop text messages at any time by replying STOP, and get help information by replying HELP. You may also withdraw your consent by any other reasonable means, such as emailing support@univa.health. Replies such as STOP and HELP are handled automatically, and text messages sent to us are not monitored. Never use text messages to tell us about an emergency — call 911, or call or text 988. Because one-time passcodes are sent only by text message, replying STOP may prevent you (or your child) from receiving passcodes and signing in to the Service. If you stop text messages, you may also miss time-sensitive notifications, so we will continue to contact you by email or through the app where possible.

9.3 News and stories. We only send optional “you might be interested in” emails if you have opted in, and you can unsubscribe at any time using the link in the email. Agreeing to receive these messages is not a condition of purchasing or using the Service, and unsubscribing from them will not stop the service messages described in sections 9.1 and 9.2.

9.4 Compliance. If you are under 18, your parent or guardian provides the consents in this section on your behalf as part of agreeing to these Terms, and you also agree to receive the text messages described in section 9.2 when you first sign in.

10. Changes

10.1 To the Service. We regularly improve Univa, which sometimes means changing, resetting or removing features. We will let you know about significant changes where we reasonably can.

10.2 To these Terms. If we make a change to these Terms that affects you in a material way, we will give you at least thirty (30) days’ notice by email or through the app. If you do not agree with a change, you can cancel and stop using the Service. Continuing to use it after the change takes effect means you accept it. Any change to section 22 will apply only going forward, and will not apply to any dispute that arose, or of which we had notice, before the change took effect; those disputes will continue to be governed by the version of section 22 in effect when they arose.

11. Ending things

11.1 You can stop using Univa and cancel at any time.

11.2 We can suspend or end your access if you materially or repeatedly breach these Terms, or where we must for legal reasons. We can also withdraw the Service by giving you at least thirty (30) days’ written notice.

11.3 After your membership ends, we handle and retain your data as set out in our Privacy Notice, including how long we keep it in case you want to come back.

11.4 Sections 2, 3, 7, 8, 12, 13, 22, 23 and 24, any payment obligations that arose before your membership ended, and any other provisions that by their nature should continue, survive after your membership or these Terms end.

12. What we promise — and what we cannot

12.1 Nothing in these Terms takes away rights you have under law that cannot be waived.

12.2 Because Univa is a digital service, we cannot promise it will always be available, error-free or secure, or free of viruses or other harmful components. We may briefly suspend the Service for maintenance or technical fixes. We are not responsible for problems caused by your device or internet connection.

12.3 Except as expressly stated in these terms, and to the fullest extent permitted by law, the Service is provided “as is” and “as available”, and we disclaim all other warranties, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose and non-infringement. Without limiting the foregoing, we make no warranty that any content in the Service is accurate, complete, current or suitable for use as medical, psychological or nutritional advice. Some states do not allow the exclusion of implied warranties, so some of these exclusions may not apply to you.

12.4 Third-party websites and services. The Service may link to, or let you access, websites, resources and services run by others — for example, crisis helplines, support organizations, app stores and social media. We provide these links for convenience only. We do not control, endorse or take responsibility for their content, services, availability or privacy practices, and your use of them is at your own risk and subject to their own terms.

12.5 Security. We use security measures described in our Privacy Notice, but no method of transmitting or storing information over the internet is completely secure, and we cannot guarantee that information will never be accessed, intercepted or disclosed without authorization.

13. Our responsibility to you

13.1 To the fullest extent permitted by law, we are not responsible for any decision you make, or any action you take or do not take, based on content in the Service, including decisions about your own or your child’s health, eating, nutrition or treatment. Those decisions should always be made with a qualified healthcare professional.

13.2 To the fullest extent permitted by law, our total liability to you for all claims relating to the Service is capped at the greater of (a) the fees you have paid us in the 12 months before your claim, or (b) US$100. We are not liable for indirect, incidental, special, consequential or punitive damages, or for loss of data, profits or goodwill, even if we were told they were possible.

13.3 The limitations and exclusions in this section 13 apply only to the fullest extent permitted by law. They do not limit or exclude our liability for gross negligence, willful misconduct or fraud, or any other liability that cannot be limited or excluded under applicable law. Some states do not allow the exclusion or limitation of certain damages, so some of the above limitations may not apply to you.

13.4 You agree to defend, indemnify and hold harmless Univa and its affiliates and licensors, and its and their officers, employees and agents, from and against any third-party claims, losses, liabilities, damages and costs (including reasonable attorneys’ fees) arising out of your breach of these Terms, your content, your misuse of the Service, or your violation of any law or the rights of any third party.

14. Beta features

14.1 We may invite you to try new features (“Beta Features“) before they are fully finished, at no extra cost. Trying them is optional. Because Beta Features are still in testing, we cannot promise they will work reliably or stay available.

15. App stores

15.1 If you download our apps from Apple’s App Store or Google Play, your contract for the Service is with us, not with the store. We — not the store provider — are responsible for the apps and for their support and maintenance, and for dealing with any claim that they infringe someone’s intellectual property rights or fail to meet a legal requirement. The store provider has no obligation to provide any maintenance or support for the apps and, to the extent the law allows, has no other warranty obligation to you. The store provider (and its subsidiaries) is a third-party beneficiary of this section 15 and may rely on and enforce it against you.

15.2 You confirm that you are not located in a country subject to a US Government embargo and are not on any US Government list of prohibited or restricted parties, and you will comply with any third-party terms (such as your wireless carrier’s) that apply when you use the apps.

16. Prices and payment

16.1 Prices for each program are shown in US dollars at us.univa.health/programs. Where we are required to collect sales or similar taxes, they will be added at checkout and shown before you pay.

16.2 Payments made on our website are processed by our payment provider (currently Stripe), whose own terms apply to the payment. Card details are collected and stored by our payment provider, not by us, and we do not receive your full card number. Your bank or card provider may charge its own fees — those are your responsibility.

16.3 If a payment fails, we will let you know and try again. If we still cannot collect payment, we may suspend your access until it is sorted out.

16.4 Pricing errors. If a program or subscription is shown at an incorrect price because of a typographical or technical error, we may cancel or refuse any order placed at that price. If we have already charged you, we will refund the amount charged and let you know, and you may then choose to purchase at the correct price.

16.5 Payment authorization. By giving us a payment method, you authorize us and our payment provider to charge it for your purchase and, if you subscribe, for each renewal under section 17, including any applicable taxes, until you cancel. You confirm that you are authorized to use the payment method you provide (for example, as the cardholder, or a parent or guardian paying for a teen), and you agree to keep your payment details current. If your card is replaced or updated, we may receive updated card details from your card issuer or our payment provider so that your subscription continues without interruption.

16.6 Purchases through app stores. If you subscribe through the Apple App Store or Google Play, your payment is processed by Apple or Google under their terms, not by us, and pricing, billing, cancellation and refunds (including any request under the 14-day guarantee in section 18) are handled through your Apple or Google account in line with their policies.

16.7 Payment disputes. If you believe you have been charged incorrectly, please contact us at support@univa.health before disputing the charge with your bank, so we can try to resolve it quickly.

17. Automatic renewal — please read

17.1 Your subscription is monthly and renews automatically at the end of each monthly period until you cancel. We will automatically charge the payment method on your account on each renewal date. Each renewal charge will be the price shown when you subscribed, plus any applicable taxes, unless we change the price under section 20. Before you subscribe we will show you the price, how often you will be charged, and how to cancel, and we will ask you to agree to these automatic renewal terms. Afterwards, we will email you a confirmation that you can keep, including these automatic renewal terms, our cancellation policy and how to cancel.

17.2 You can cancel at any time, and cancelling is as easy as signing up: go to your account settings at us.univa.health and choose cancel, or email support@univa.health. If you subscribed through the Apple App Store or Google Play, you must cancel through your Apple or Google account settings, because the store manages that subscription and its billing. We will confirm your cancellation by email. See section 19 for what happens when you cancel.

17.3 Free trials and offers. If we offer you a free trial or a promotional price, we will tell you how long it lasts, the price you will pay afterwards, and the date of the first charge. Cancel before the trial or offer ends if you do not want to be charged. We will send you a reminder before a free trial or promotional price ends and converts to a paid subscription or a higher price, at least twenty-one (21) days before the conversion (or within the time required by the law of your state), explaining how to cancel.

17.4 Reminders and cancellation. We will send you a reminder at least once a year describing your subscription, its price and how to cancel, and we will notify you of any material change to your automatic renewal terms before it takes effect. If you subscribed online, you can always cancel online without having to call or speak to anyone. If we offer you a discount or other incentive when you cancel, we will also give you a clear option to decline it and complete your cancellation right away.

18. Your 14-day money-back guarantee

18.1 If you change your mind within 14 days of first subscribing, email support@univa.health and we will refund your first payment in full. We offer this as a matter of goodwill; it is in addition to any refund rights you have under the laws of your state.

18.2 The 14-day guarantee applies to your first subscription — not to each monthly renewal, and not if you cancel and later re-subscribe.

19. Cancelling

19.1 You can cancel at any time in your account settings at us.univa.health, or by emailing support@univa.health.

19.2 When you cancel, you keep access until the end of the month you have paid for, and you will not be charged again. After the 14-day money-back period, we do not give partial refunds for unused days, except where the law requires.

20. Price changes

20.1 We may change our prices, but we will give you at least thirty (30) days’ notice by email before any change affects you, explaining the new price and how to cancel. If you do not want to pay the new price, simply cancel before it starts.

21. Pilot access

21.1 If we invite you to use Univa as part of a pilot, it is completely free for the period stated in your pilot invitation. You will not be asked for payment details, and you will never be charged automatically.

21.2 These Terms and the Privacy Notice apply during a pilot.

21.3 Pilots help us learn. We may ask for your feedback, and we may use information about how the pilot went for evaluation, as explained in our Privacy Notice and in any pilot information you are given.

21.4 We will tell you before your pilot ends. When it ends, your access stops — unless you choose to subscribe yourself.

21.5 Occasionally we may need to change or end a pilot early. If we do, we will give you as much notice as we reasonably can.

22. Resolving disputes — arbitration and class action waiver

Please read this section carefully. It affects your legal rights.

22.1 Talk to us first. If you have a problem, please email complaints@univa.health — most issues can be sorted out quickly and informally. Before either of us starts arbitration or a court claim, we each agree to send the other a written notice describing the dispute and what we would like done about it (your notice should include your name and account email), and then to try in good faith to resolve it for sixty (60) days.

22.2 Agreement to arbitrate. If we cannot resolve a dispute informally, you and we agree that any dispute, claim or controversy between us arising out of or relating to these Terms or the Service — including whether a dispute must be arbitrated — will be resolved by binding arbitration on an individual basis, administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules (available at www.adr.org), rather than in court. The Federal Arbitration Act governs this section. The arbitrator can award the same remedies to you individually that a court could, and their decision is final and binding, with limited rights of appeal. Judgment on the award may be entered in any court with jurisdiction.

22.3 Exceptions. Either of us may instead bring an individual claim in small claims court if it qualifies. Either of us may ask a court for an injunction or other urgent relief to stop infringement of intellectual property rights or unauthorized access to the Service. And nothing in this section stops you from raising a concern with a federal, state or local government agency, which may be able to seek relief on your behalf.

22.4 You can opt out. You may opt out of this arbitration agreement by emailing legal@univa.health with the subject line “Arbitration opt-out”, your name and your account email, within thirty (30) days of first agreeing to these Terms. Opting out does not affect any other part of these Terms.

22.5 No class actions; no jury trial. You and we each agree to bring claims only in our own individual capacity, and not as a plaintiff or class member in any class, collective, consolidated, coordinated, mass or representative proceeding. The arbitrator may not consolidate more than one person’s claims or preside over any form of class, mass or representative proceeding. You and we each also waive the right to a trial by jury. If a court decides that this paragraph cannot be enforced for a particular claim, then that claim (and only that claim) will be decided in court under section 23, and the rest of this section will still apply to all other claims.

22.6 How arbitration works. Arbitration fees are set by the AAA’s Consumer Arbitration Rules. If your claim is for US$10,000 or less, we will pay all AAA filing, administration and arbitrator fees, unless the arbitrator finds that your claim was brought for an improper purpose. Hearings will take place by video or telephone, or in the county where you live if you prefer an in-person hearing. The arbitrator must follow these terms and applicable law and will give a written explanation of the decision. Each of us is responsible for our own attorneys’ fees unless the arbitrator awards them under applicable law.

22.6A Mass arbitration. If 25 or more similar demands for arbitration are filed against us by or with the help of the same or coordinated counsel or organizations (“Mass Filing”), they will be administered under the AAA’s Mass Arbitration Supplementary Rules, together with the following: (a) the claimants’ counsel and we will each select up to 10 demands to proceed first as individual arbitrations (“bellwether cases”), and the remaining demands will be held, with no AAA fees charged for them, until the bellwether cases are resolved; (b) the parties will then mediate the remaining demands in good faith, with the mediator’s fees paid by us; and (c) any remaining demands not resolved within 90 days after the bellwether cases are resolved may proceed in arbitration under the AAA’s rules. Any applicable statute of limitations will be paused for each held demand until it is permitted to proceed. Our commitment in section 22.6 to pay AAA fees applies to a Mass Filing only as provided in this section and the AAA’s Mass Arbitration Supplementary Rules.

22.7 This section survives the end of your relationship with us. If the whole of this section is found unenforceable, disputes will be decided by the courts described in section 23.

23. Governing law and courts

23.1 These terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules, and by the Federal Arbitration Act as to section 22. If you live in a state whose consumer protection laws give you rights that cannot be taken away by a choice of law, you keep those rights.

23.2 Any dispute that is not subject to arbitration (other than a small claims matter) will be brought exclusively in the state or federal courts located in Delaware, and you and we each consent to the jurisdiction of those courts.

24. General

24.1 This contract is between you and us. No one else can enforce it, except app store providers under section 15 — and, if you are under 18, your parent or guardian is also bound by it under section 4.3.

24.2 We may transfer our rights and obligations under these Terms to another organization (for example, to an affiliate, or if our business is sold). We will tell you if this happens, and it will not reduce your rights. You may not transfer yours.

24.3 If a court or arbitrator decides part of these Terms is invalid, the rest still applies. If we delay enforcing any part of these Terms, we can still enforce it later.

24.4 These Terms, together with our Privacy Notice, are the entire agreement between you and us about the Service, and they replace any earlier versions.

24.5 We are not responsible for delays or failures caused by events outside our reasonable control, such as natural disasters, epidemics or pandemics, war or terrorism, strikes, internet, telecommunications or power outages, cyberattacks, or actions of government.

24.6 Notice to California residents. Under California Civil Code § 1789.3, California users are entitled to the following notice: the Service is provided by Univa Health Consumer LLC, 303 Goring Road, Goring-by-Sea, Worthing, West Sussex, BN12 4NX, United Kingdom info@univa.health. Charges for the Service are described in sections 16 to 20 and at us.univa.health/programs, and are subject to change as described in section 20; pilot access is free to you. If you have a complaint about the Service or want further information, you may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.

25. Complaints and contact

25.1 If you are unhappy about anything, please tell us — we want to put it right. Email complaints@univa.health and we will aim to resolve your complaint quickly and fairly. If we cannot resolve a dispute informally, section 22 explains what happens next.

25.2 General questions: info@univa.health. Account or security issues: support@univa.health. Legal notices, arbitration opt-outs and copyright complaints: legal@univa.health.