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Terms and Conditions

Effective date: 21 July 2026 · Last updated: 21 July 2026

1. About these Terms

These Terms and Conditions ("Terms") govern access to and use of Loviva, including the Loviva websites, web applications, mobile applications, interfaces, content, features and related services (collectively, the "Service").

The Service is operated by Robina Research Pty Ltd (ABN 93 698 569 407) ("Robina Research", "Loviva", "we", "us" or "our"), located at Suite 6001, 19 Robina Town Centre Drive, Robina QLD 4226, Australia.

By accessing or using the Service, creating an account, or selecting a button indicating acceptance, you agree to these Terms and acknowledge that you have read our Privacy Policy.

If you do not agree to these Terms, do not access or use the Service.

2. Important health and safety notice

Loviva is a wellbeing and preventive-health navigation service.

Loviva is not:

  • a medical service;
  • a healthcare provider;
  • an emergency or crisis service;
  • a diagnostic tool;
  • a substitute for a doctor, psychologist, counsellor, pharmacist or other qualified professional;
  • a provider of clinical, medical, psychological, therapeutic, legal or financial advice; or
  • a system for making clinical decisions.

Loviva helps users discover and navigate third-party programs, services, community activities, organisations and publicly available resources.

Information provided through Loviva is general information and navigation assistance only. It is not intended to diagnose, prevent, treat or cure any disease, condition or disorder.

Do not disregard, delay or replace professional advice because of information displayed by Loviva.

You are responsible for deciding whether any third-party service, program or resource is appropriate for you.

If you believe that you or another person may be in immediate danger, is experiencing a medical emergency, or requires urgent mental-health or crisis support, contact local emergency or crisis services immediately. Do not rely on Loviva in an emergency.

3. Eligibility

You must be at least 18 years old to create an account or use Loviva independently, unless:

  • Loviva has expressly made a specific service or pilot available to younger users; and
  • all required parent, guardian, organisational and legal permissions have been obtained.

By using the Service, you represent that you:

  • have legal capacity to agree to these Terms;
  • are not prohibited from using the Service under applicable law; and
  • will use the Service only for lawful purposes.

If you use Loviva on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

4. Description of the Service

Loviva provides a guided discovery experience intended to help users identify and explore relevant wellbeing and preventive-health options.

Depending on the available features, users may:

  • select visual prompts or guided choices;
  • enter text or use voice input;
  • provide general preferences, goals or location information;
  • receive clarification options;
  • view matched programs, services, activities or resources;
  • follow links to third-party websites;
  • save or review options;
  • create and manage an account; and
  • participate in approved pilots, testing or research activities.

The availability, design and functionality of the Service may change over time.

5. How AI is used

Loviva may use artificial intelligence and automated processing to:

  • interpret a user's stated intent;
  • classify a request into predefined categories;
  • generate short clarification choices;
  • generate supportive transition text;
  • rank or re-rank approved catalogue resources;
  • produce brief explanations of why an approved resource may be relevant; and
  • support internal quality, safety and catalogue-management processes.

AI is not authorised to:

  • diagnose a user;
  • determine that a user has a medical or psychological condition;
  • prescribe treatment;
  • create a third-party organisation or service;
  • invent contact details or website addresses;
  • independently approve resources for inclusion in the catalogue; or
  • make a clinical decision.

AI outputs may be incomplete, inaccurate, misunderstood, outdated or inappropriate for a user's individual circumstances.

You must independently assess any information before acting on it.

6. Verified catalogue and resource matching

Loviva is designed to recommend resources from a controlled catalogue rather than from unrestricted AI-generated content.

We take reasonable steps to review and maintain catalogue information. However:

  • third-party information can change without notice;
  • a service may close, change eligibility, alter pricing or move location;
  • contact details, availability and program conditions may become outdated;
  • inclusion in the catalogue is not an endorsement, accreditation or guarantee;
  • a match does not mean that the resource is suitable, safe, available or clinically appropriate for you; and
  • Loviva does not control third-party providers.

You should confirm important information directly with the relevant provider before relying on it.

7. Third-party services and links

The Service may contain links to or information about third-party websites, programs, providers, applications and services.

Third-party services are independently operated and are not controlled by Robina Research.

We do not guarantee:

  • the availability of a third-party service;
  • the accuracy or completeness of third-party information;
  • the quality, safety or suitability of a third-party service;
  • that a user will be eligible for or accepted into a program;
  • that a service will be free or low-cost;
  • that a provider will respond; or
  • any outcome from using a third-party service.

Your relationship with a third-party provider is governed by that provider's terms, privacy policy and professional obligations.

To the maximum extent permitted by law, Robina Research is not responsible for the acts, omissions, advice, products, services, content or privacy practices of third parties.

8. User accounts

Some features may require an account.

You agree to:

  • provide accurate and current information;
  • keep your login credentials secure;
  • promptly notify us of suspected unauthorised access;
  • not share access in a way that compromises security;
  • accept responsibility for activity occurring through your account, except to the extent caused by our breach of law or failure to exercise reasonable care; and
  • keep your contact details reasonably current.

You may be able to sign in through a third-party identity provider such as Google. Your use of that provider is also subject to its terms and privacy policy.

We may require identity or security verification before processing certain account requests.

9. User input and content

"User Content" means information, text, voice input, transcripts, feedback, preferences, selections, messages and other material that you submit through the Service.

You retain ownership of User Content to the extent that you have ownership rights in it.

You grant Robina Research a non-exclusive, worldwide, royalty-free licence to host, reproduce, process, transmit, adapt and use User Content only as reasonably necessary to:

  • provide the Service;
  • generate requested results;
  • maintain security;
  • investigate misuse;
  • improve Service performance and safety;
  • meet legal obligations; and
  • exercise rights described in our Privacy Policy.

This licence ends when the relevant User Content is deleted from our active systems, except where retention is reasonably required for security, backup, legal, audit or dispute-resolution purposes.

You must not submit User Content that:

  • infringes another person's rights;
  • is unlawful, threatening, abusive or discriminatory;
  • contains malware or malicious code;
  • impersonates another person;
  • contains information you are not authorised to disclose;
  • attempts to manipulate, bypass or attack the Service; or
  • is submitted for an unlawful purpose.

You should not submit unnecessary identifying, medical, financial or other highly sensitive information.

10. Voice input

If you enable voice input, your device may capture audio and send it to Loviva or a contracted speech-processing provider for transcription or processing.

You are responsible for ensuring that:

  • you have permission to record any other person whose voice may be captured;
  • you do not use voice input where recording is unlawful or inappropriate; and
  • you review any transcript where accuracy is important.

Voice transcription may mishear accents, names, locations, health terminology or background speech.

11. Location information

Some features may use a location, postcode, suburb, chosen radius or device location to identify nearby services.

Location information may be approximate and may not reflect your exact position.

You may disable device-location access through your device or browser settings, although this may reduce the relevance of local results.

You must not rely on Loviva location information in an emergency or where precise navigation is required.

12. Acceptable use

You must not:

  • use the Service unlawfully;
  • access or attempt to access accounts, systems or data without authority;
  • interfere with the Service or its security;
  • introduce malware, automated attacks or harmful code;
  • scrape, harvest, crawl or systematically extract Service content without written permission;
  • reverse engineer, decompile or attempt to derive non-public source code, except where applicable law expressly permits it;
  • use bots or automated tools in a way that creates excessive load;
  • bypass usage, access or security controls;
  • use the Service to develop or train a competing product using Loviva's non-public content, catalogue structure or outputs;
  • misrepresent Loviva outputs as professional advice;
  • use the Service to harm, exploit, harass or deceive another person;
  • submit another person's sensitive information without authority;
  • use the Service for emergency dispatch or clinical decision-making;
  • resell the Service without written permission; or
  • use the Service in a manner that could expose Robina Research or another person to legal or regulatory liability.

13. Intellectual property

Robina Research and its licensors own all rights in the Service, including:

  • software and source code;
  • visual designs and interfaces;
  • the Loviva name, logos and brand assets;
  • database structure and catalogue methodology;
  • prompts, workflows and matching logic;
  • documentation;
  • text, graphics, animations and audiovisual elements; and
  • all modifications and improvements.

These Terms do not transfer ownership of the Service or our intellectual property to you.

We grant you a limited, personal, non-exclusive, non-transferable, revocable right to use the Service in accordance with these Terms.

Third-party names, logos and content remain the property of their respective owners.

14. Feedback

If you provide ideas, feedback or suggestions, you grant Robina Research a perpetual, worldwide, royalty-free and transferable right to use and incorporate that feedback without restriction or payment.

This clause does not transfer ownership of your personal information and does not limit our obligations under the Privacy Policy.

15. Pilot, beta and test features

Some features may be identified as pilot, beta, preview, experimental or test features.

Such features may:

  • be incomplete;
  • contain defects;
  • change without notice;
  • be unavailable from time to time;
  • produce inconsistent results; or
  • be withdrawn.

Where you participate in a pilot, additional participant information, consent documents, project notices or partner requirements may apply.

If pilot-specific terms conflict with these Terms, the pilot-specific terms apply to the extent of the conflict.

16. Fees and paid features

Loviva may offer free and paid features.

Before charging you, we will disclose the relevant price, billing period and material conditions.

Unless otherwise stated:

  • prices are in Australian dollars;
  • applicable taxes may be added;
  • charges are processed through an authorised payment provider; and
  • you are responsible for maintaining a valid payment method.

Nothing in these Terms excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Any refund or cancellation entitlement will be provided in accordance with applicable law and any additional terms shown at the time of purchase.

17. Communications

We may send service-related communications, including:

  • account and security notices;
  • transactional messages;
  • changes to the Service or these Terms;
  • pilot information; and
  • legally required notices.

Marketing communications will be sent only where permitted by law. You may unsubscribe from marketing communications using the available unsubscribe mechanism.

You may continue to receive essential service and security communications after opting out of marketing.

18. Privacy

Our collection, use and disclosure of personal information is described in the Loviva Privacy Policy.

By using the Service, you acknowledge that some processing may involve third-party cloud, authentication, AI, transcription, analytics, communication and infrastructure providers.

Where required, we will request consent before collecting or using sensitive information.

19. Service availability

We aim to provide a reliable Service but do not guarantee uninterrupted or error-free availability.

The Service may be suspended or unavailable due to:

  • maintenance;
  • security incidents;
  • third-party failures;
  • internet or telecommunications failures;
  • legal or regulatory requirements;
  • force majeure events; or
  • circumstances beyond our reasonable control.

We may introduce, remove or modify features where reasonably necessary to improve, secure or operate the Service.

We will not make a material adverse change to a paid fixed-term feature without providing reasonable notice or an appropriate remedy where required by law.

20. Suspension and termination

You may stop using the Service at any time.

You may request account deletion through the available account controls or by contacting us.

We may suspend or terminate access where reasonably necessary because:

  • you materially breach these Terms;
  • your use creates a security, legal or safety risk;
  • payment is overdue for a paid service;
  • we are required to do so by law;
  • the Service is discontinued; or
  • continued access could harm users, Robina Research or a third party.

Where reasonably practicable, we will provide notice and an opportunity to address the issue.

We may act immediately where necessary to respond to fraud, abuse, security threats, unlawful conduct or an urgent safety risk.

Termination does not affect rights and obligations that arose before termination.

21. Warranties and disclaimers

Nothing in these Terms excludes any warranty, consumer guarantee or statutory right that cannot lawfully be excluded.

Subject to those non-excludable rights, and to the maximum extent permitted by law:

  • the Service is provided on an "as available" basis;
  • we do not guarantee that every result will be accurate, complete, current or suitable;
  • we do not guarantee that the Service will meet every user's needs;
  • we do not guarantee acceptance, availability or outcomes from any third-party service;
  • we do not warrant that AI output will be error-free;
  • we do not warrant that all catalogue information will remain current; and
  • we do not make a professional recommendation merely by displaying or ranking a resource.

You remain responsible for your decisions and for seeking professional advice where appropriate.

22. Limitation of liability

Nothing in these Terms excludes, restricts or modifies liability where doing so would be unlawful, including applicable rights under the Australian Consumer Law.

To the maximum extent permitted by law, Robina Research is not liable for indirect, incidental, special or consequential loss, loss of opportunity, loss of profit, loss of data or reputational loss arising from use of the Service, except to the extent such loss was reasonably foreseeable and cannot lawfully be excluded.

To the maximum extent permitted by law, our aggregate liability arising from or relating to the Service will not exceed:

  • for a paid Service, the amount you paid to Robina Research for the relevant Service during the 12 months before the event giving rise to the claim; or
  • for a free Service, AUD $100.

The limitations in this section do not apply to liability that cannot legally be limited, including liability arising from fraud, wilful misconduct, or any other liability that applicable law prohibits us from limiting.

Our liability will be reduced to the extent that your act, omission, breach, negligence or failure to take reasonable steps contributed to the loss.

23. Indemnity

To the maximum extent permitted by law, you indemnify Robina Research against third-party claims, losses, liabilities and reasonable costs arising directly from:

  • your unlawful use of the Service;
  • your material breach of these Terms;
  • User Content that infringes another person's rights; or
  • your deliberate misuse of the Service.

This indemnity does not apply to the extent that a claim or loss was caused by Robina Research's negligence, breach of law, fraud or wilful misconduct.

24. Complaints and dispute resolution

Before commencing court proceedings, you and Robina Research agree to attempt in good faith to resolve a dispute by written notice.

A dispute notice should include:

  • your contact details;
  • a description of the issue;
  • relevant dates and records; and
  • the outcome sought.

We will aim to acknowledge a dispute within a reasonable period.

Nothing in this section prevents either party from:

  • seeking urgent injunctive relief;
  • exercising a non-excludable statutory right; or
  • contacting a regulator or external dispute-resolution body.

25. Governing law

These Terms are governed by the laws of Queensland, Australia.

Subject to any non-excludable right to bring a claim elsewhere, the courts of Queensland and applicable Commonwealth courts have jurisdiction.

26. Changes to these Terms

We may update these Terms to reflect:

  • changes to the Service;
  • legal or regulatory requirements;
  • security or safety improvements;
  • new features; or
  • operational changes.

We will publish the updated Terms with a revised effective date.

Where a change materially affects your rights or obligations, we will provide reasonable notice through the Service, email or another appropriate method.

Changes will not apply retrospectively where doing so would be unlawful or unfair.

If you do not agree to updated Terms, you may stop using the Service and request deletion of your account.

27. General

If part of these Terms is invalid or unenforceable, the remaining provisions continue in effect.

A failure to enforce a provision is not a waiver.

You may not assign your rights under these Terms without our written consent. We may assign these Terms as part of a genuine corporate restructure, financing, merger, acquisition or transfer of the Service, subject to applicable law and the Privacy Policy.

Headings are for convenience only.

These Terms, the Privacy Policy and any applicable pilot or paid-service terms form the agreement between you and Robina Research regarding the Service.

28. Contact

Robina Research Pty Ltd
Operator of Loviva
ABN 93 698 569 407

Suite 6001
19 Robina Town Centre Drive
Robina QLD 4226
Australia

Email: anton@robinaresearch.com
Website: https://loviva.ai