LØUCO TERMS AND CONDITIONS

1. THESE TERMS

1.1 What these terms cover.  These are the terms and conditions on which we supply products to you, whether these are goods, subscription services, digital content such as our online masterclasses and events, or our in-person masterclasses and events, (together, such masterclasses and events, the “Events”). These terms should be read in accordance with any venue terms and conditions, copies of which are available upon request from the venue. 

1.2 Why you should read them.  Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us  to discuss.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are.  We are LØUCO provided by Nutru Health Limited a company registered in England and Wales. Our company registration number is 13626055 and our registered office is at 7 Bell Yard, London, WC2A 2JR.

2.2 How to contact us. You can contact us by writing to us at support@louco.co.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

3. OUR CONTRACT WITH YOU

3.1 How we will accept your order.  Our acceptance of your order will take place when we send you an email confirming that your order has been accepted, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your order.  If we are unable to accept your order, we will inform you of this  and will not charge you for the product or the service. There may be several reasons for this, including:  because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified, or because the service can no longer be provided.

3.3 Your order number.  We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. OUR PRODUCTS

4.1 Products may vary slightly from their pictures.  The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2 Product packaging may vary.  The packaging of the product may vary from that shown in images on our website or on our marketing platforms. All sizes, weights, capacities, dimensions and measurements given are approximate.

4.3. If you purchase the same products, whether in the same order or not, we cannot guarantee that the products supplied will be from the same batch and be an exact match.

5. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered please contact us at support@louco.co. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see Clause 8).

6. OUR RIGHTS TO MAKE CHANGES

6.1 Minor changes to the products.  We may change the product:

6.1.1 to reflect changes in relevant laws and regulatory requirements;

6.1.2 to implement technical minor adjustments and improvements, such as regular updates required to our digital content for bugs or minor fixes; and

6.1.3 to improve the quality of our services or maximise effectiveness.

The changes listed above will not reduce the core value of the products that we offer.

6.2 Changes to these terms.  From time to time, we may make changes to these terms. You should check our website regularly to review these terms that will apply at the time of your order. 

7. PROVIDING THE PRODUCTS

7.1 Delivery costs.  The costs of delivery will be as displayed to you on our website.

7.2 When we will provide the products.

7.2.1 If the products are goods we will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

7.2.2 If the products are one-off services, such as attendance at our in-person Events, we will begin the services on the date set out in the order. The completion date for the services is as told to you during the order process.

7.2.3 If the product is a one-off purchase of digital content, such as our online Events, we will make the digital content available for download by you as soon as we accept your order.

7.2.4 If the products are ongoing services or a subscription to receive goods or digital content, such as our subscription service. We will supply the services, goods or digital content to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in Clause 8 or we end the contract by written notice to you as described in Clause 9.

7.3 We are not responsible for delays outside our control.  If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.4 If you are not at home when the product is delivered.  If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

7.5 If you do not re-arrange delivery.  If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and Clause  will apply.

7.6 Your legal rights if we deliver goods late.  You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:

7.6.1 we have refused to deliver the goods;

7.6.2 delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

7.6.3 you told us  before we accepted your order that delivery within the delivery deadline was essential.

7.7 Setting a new deadline for delivery.  If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under Clause 7.6, you can give us  a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

7.8 Ending the contract for late delivery.  If you do choose to treat the contract as at an end for late delivery under Clause 7.6 or Clause 7.7, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery.  If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email us at support@louco.co for a return label or to arrange collection.

7.9 When you become responsible for the goods.  A product which is goods will be your responsibility from the time we deliver the product to the address you gave us. You own a product which is goods once we have received payment in full.

7.10 We may have to suspend the supply of a product to you make changes to the product as requested by you or notified by us to you (see Clause 6).

7.11 Your rights if we suspend the supply of products.  We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 7 days in any one (1) month period we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than seven (7) days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7.12 We may also suspend supply of the products if you do not pay.  If you do not pay us for the products when you are supposed to (see Clause 11.4) and you still do not make payment within five (5) days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see Clause 11.5). 

8. CANCELLATION, RESCHEDULING AND REFUNDS

Subscription Services

8.1 Ending an ongoing contract. We tell you when and how you can end your on-going contract with us (for example, subscription to our digital content or goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact us.

8.2 Cooling-off period. You are entitled to a 14 day cooling off period following acceptance of your subscription. If you cancel after we have started the services, you are liable to pay the full amount of charges that are due for the subscription until the time you tell us that you have changed your mind. You will not have the right to change your mind once the services have been completed.

8.3 You may end your subscription, in which case this contract will end immediately and we will refund you in full for any services which have not been provided, if:

8.3.1 we have told you about an upcoming change to the services falling which you do not agree to;

8.3.2 we have suspended supply of the services for technical reasons and you may terminate your subscription; or

8.3.3 you have any applicable legal right to end the contract because of something we have done wrong.

8.4 Refunds. If you cancel any order for a subscription during the cooling off period, then we will refund you the price you paid to us in full (including any deposit) by the method you used for payment,  however, we may deduct from any refund an amount for the supply of the services that you have already received. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind within the cooling off period then we will provide any refund due to you within 14 days of you contacting us.

Products

8.5 Cooling-off period. You are entitled to a 14 day cooling off period to change your mind following acceptance of your order, in which case we will refund you. After this period, you are liable to pay the full amount of charges that are due for the products. If what you have bought is faulty or misdescribed you may have a legal right to get a replacement item or to get some or all of your money back. In all other cases (if we are not at fault and there is no right to change your mind), then you are liable to pay the full amount of charges that are due for our products.

8.6 You will not have a right to change your mind where the products: (a) have been opened with packaging seals unsealed; (b) have become mixed inseparably with other items after their delivery; (c) pouches are not returned in the box they were delivered; or (d) are damaged in any way. Products must still be in an entirely re-sellable condition.

8.7 You may end this contract, in which case this contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation, if:

8.7.1 we have told you about an error in the price or description of the products you have ordered and you do not wish to proceed;

8.7.2 there is a risk that supply of the services may be substantially delayed (by more than a year) because of events outside of our control; or

8.7.3 you have any applicable legal right to end the contract because of something we have done wrong.

8.8 Returning products after ending the contract.  If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. If you are returning products they must not be in the conditions described in clause 8.6. Please contact us on support@louco.co with your order number and the reason for your return. We will email you a returns note and address label. The unopened pouch should then be placed in the original box along with the return note and any packing material to fill the box. Failure to include the return label will delay the refund process. The product must only be sent to the address confirmed in the email. If sent to any other address we will not be able to process your return. We recommend that you obtain proof of posting for your records.

8.9 When your refund will be made, if you cancel your order for a product during the cooling off period then we will make the refund without undue delay, and not later than 14 days after the day we receive back from you any products supplied. We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

Your legal right to reject faulty or misdescribed products if you are a consumer

8.10 If you are a consumer, we are under a legal duty to supply products that are in conformity with this contract and nothing in these terms will affect your legal rights. Our returns policy is in addition to your legal rights. If the products you have bought from us are faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back). We would ask that you give us an opportunity to repair the faulty product first. If you wish to exercise your legal right to reject products you must return them to us in accordance with the return policy.

Returning products and return costs

8.11 If you end the contract for any reason (including exercising your right to change your mind or to reject products that are faulty or misdescribed) after products have been dispatched to you or you have received them, you must return them to us by posting them back to us or (if they are not suitable for posting) allowing us to collect them from you. Please follow the returns instructions set out in our returns policy. We recommend that you obtain proof of posting for your records, and if the products are of high value, you may wish to consider taking out insurance to protect the products whilst in transit as it or they are your responsibility until we receive them.

8.12 We will pay the costs of return:

8.12.1 if the products are faulty or misdescribed; or

8.12.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return. 

Events

8.13 Cooling-off period. For our online and digital Events that you can download or stream you will have 14  days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming.  If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind. Your contract will be deemed to completed once the product is downloaded or streamed and paid for. For our in-person Events, if this was a one off purchase not apart of your subscription, these are generally non-refundable and non-exchangeable, unless agreed otherwise with us (in our sole discretion). Your contract will be deemed completed when we have finished providing the services and you have paid for them.

8.14 Alterations and rescheduling. We reserve the right to make alterations to the Events where necessary. Where Events are rescheduled, we will use our reasonable endeavours to notify you using the details you provided us with at the time of ordering. You will have an option for retaining your booking for the re-scheduled event or alternatively claiming a refund if this was a one off purchase not apart of your subscription.

8.15 Cancellation. In the unfortunate event where we have to cancel an event, we will use our reasonable endeavours to notify you using the details you provided us with at the time of ordering, and you will receive an automatic refund. Where an event is cancelled due to causes outside our reasonable control (including, without limitation, such as acts of god, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, epidemics or other natural disasters, shortages of transportation facilities, fuel, energy, labour or materials or a failure of public or private telecommunications networks) you will receive an automatic refund.

8.16 Agreed refunds. We will only make refunds to the same method of payment which you used to make your purchase. We will make any refunds due to you as soon as possible.

8.17 Other costs. We will not be held responsible for any resulting costs you may incur for travel, accommodation, any other related goods or service or other compensation.

9. OUR RIGHTS TO END THE CONTRACT

9.1 We may end the contract if you break it.  We may end the contract for a product or our services at any time by writing to you if:

9.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

9.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;

9.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;

9.1.4 you do not, within a reasonable time, allow us to supply the services or deliver the products

9.2 We may withdraw the product.  We may write to you to let you know that we are going to stop providing the product. We will let you know at least 5 working days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

10. IF THERE IS A PROBLEM WITH THE PRODUCT

10.1 How to tell us about problems.  If you have any questions or complaints about the product, please contact us. You can write to us at support@louco.co.

10.2 Your legal rights.  We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

11. PRICE AND PAYMENT

11.1 Where to find the price.  The price of the product (which includes VAT) and our services will be the price indicated on the order pages when you placed your order. Please see Clause 11.3 for what happens if we discover an error in the price of your order.

11.2 We will pass on changes in the rate of VAT.  If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.3 What happens if we got the price wrong.  It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

11.4 When you must pay and how you must pay.  We accept payment by the means specified on our website. . When you must pay depends on what product you are buying:

11.4.1 For goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

11.4.2 For digital content, such as our online Events, you must pay for the products before you download them.

11.4.3 For services, you shall pay in advance of receiving the services by the means specified on our website.

11.5 We can charge interest if you pay late.  If you do not make any payment to us by the due date we:

11.5.1 will remind you that payment is due and if you do not make payment to us within 14 days of us reminding you that payment is due, we may terminate this contract and will not supply the products to you; and/or

11.5.2 may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

For the avoidance of doubt the information provided on this site is for information only and it does not constitute medical advice. If in doubt before using any of our food supplements you should seek medical advice from your doctor. If you are taking any medication, it is advised that you consult with your healthcare provider to determine the compatibility and suitability of using our supplements concurrently. Food supplements by their very nature and description should be taken in conjunction with, and not as a substitute for, a healthy lifestyle and balanced diet.

12.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so.  This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

12.2 When we are liable. We will not be liable for loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with your attendance and participation at our masterclasses and/or events.

12.3 If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation.  However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

12.4 We are not liable for business losses.  We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.5 Our liability to you. Subject to the above our total aggregate, liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, or otherwise, under or in connection with these terms, shall be limited to the price paid by you to us for your products, services or digital content.

13 LØUCO EVENTS

13.1 Your conduct. You shall participate in a manner which is as safe as reasonably possible and, in particular, you shall abide by the rules of the Events and venues, adhere to the safety information and instructions and take reasonable care to avoid dangerous situations. In the event that you fail to comply with the above rules, we reserve the right to remove you from the Events and/or ban you from future events.

13.2 Our rights to refuse entry. We reserve the right to refuse you entry to and or remove you from the Event and or/the venue (where this takes place in person) in reasonable circumstances including without limitation:

13.2.1 behave in a manner which has or is likely to affect the enjoyment of others at the Event of if you:

(a) fail to produce proof of identity or age when required;

(b) refuse to co-operate with the venues security searches where there is any ;

(c) breach these terms or the venue terms; or

13.2.2 do anything that is:

(a) unlawful, harmful, threatening, defamatory, obscene, infringing, harassing or racially or ethnically offensive;

(b) facilitates illegal activity;

(c) promotes unlawful violence;

(d) discriminatory based on race, gender, colour, religious belief, sexual orientation, disability; or

(e) is otherwise illegal or causes damage or injury; and

13.2.3 No refunds will be issued to you if are refused entry or removed due to your own behaviour and/or fail to comply with these terms.

14. OTHER IMPORTANT TERMS

14.1 Your personal information.  We will only use your personal information as set out in our Privacy Policy.

14.2 We may transfer this agreement to someone else.  We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. .

14.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to).  This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.4 If a court finds part of this contract illegal, the rest will continue in force.  Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 Even if we delay in enforcing this contract, we can still enforce it later.  If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

14.6 Which laws apply to this contract and where you may bring legal proceedings.  These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Last updated on 15th December 2024.