Legal
Terms of Service
Plain language. No tricks. Eliva is a South African company subject to South African law. These terms are designed to protect you as much as they protect us.
1. Acceptance
By creating an Eliva account or using the Eliva application or website, you agree to these Terms of Service and our Privacy Policy. If you do not agree, do not use Eliva. You must be 18 years or older to create a paying account. Family plan child profiles are managed by the adult account holder.
2. What Eliva is
Eliva is an AI-powered life companion platform. It provides nutritional intelligence, grocery price comparison, meal planning, budget management, and connection to HPCSA-verified nutrition professionals. Eliva is a companion tool — it does not replace qualified medical, nutritional, or financial professionals. All purchasing, dietary, and financial decisions remain yours.
3. Health and nutritional information — important disclaimer
Liv's dietary guidance, health scoring, and nutritional information are provided for educational and informational purposes only under the HPCSA disclaimer framework. This information does not constitute a medical diagnosis, a clinical dietary prescription, or professional medical advice. It is not a substitute for consultation with a qualified healthcare professional, registered dietician, or physician. For any medical condition — including but not limited to diabetes, hypertension, PCOS, heart disease, or pregnancy — always consult a qualified healthcare professional before making dietary changes. In any situation involving urgent symptoms — chest pain, difficulty breathing, feeling faint, or other emergency conditions — contact emergency services (10177 or 112) immediately. Eliva does not replace emergency medical care.
4. Professional marketplace
Dieticians and clinical nutritionists listed on Eliva are independent HPCSA-registered professionals. They are not employees of Eliva. Eliva verifies their HPCSA registration but does not supervise or guarantee their advice. Eliva facilitates booking and payment and retains 15% of each session fee. The remaining 85% is paid to the professional. All professional sessions are subject to each practitioner's own scope of practice, ethics, and professional obligations. Session notes and dietary prescriptions provided by a professional become part of your Eliva health profile with your explicit consent.
5. Personal shopper delivery
Eliva's personal shopper delivery service (launching Phase 4B) connects you with vetted independent gig shoppers who physically purchase your basket at the designated store and deliver it to your specified address. Shoppers are independent contractors, not Eliva employees. Eliva vets shoppers, provides the Shopper app, and manages the float payment system. Eliva maintains public liability cover for delivery operations. In the case of damaged, incorrect, or missing items, contact support@eliva.co.za within 24 hours of delivery for resolution.
6. Price accuracy
Eliva syncs grocery prices daily from the Open Price Engine and other public data sources. Prices displayed are as accurate as our last sync and may not reflect real-time shelf prices or in-store promotional changes. Eliva does not guarantee price accuracy and is not liable for any purchasing decision made based on prices shown in the app. If you find a significant discrepancy between an in-store price and what Eliva displays, use the in-app price discrepancy reporting feature — this helps us maintain accuracy for all users.
7. Subscriptions and billing
Premium (R99/month) and Family (R149/month) subscriptions are billed monthly or annually in South African rand via PayFast. A 14-day free trial applies to new Premium and Family subscribers — no credit card is required to start the trial. After the trial, billing begins automatically. You may cancel at any time from your account settings. Cancellation takes effect at the end of the current billing period — no partial refunds are issued for the unused portion, except where required by the Consumer Protection Act or other applicable South African law. The Eliva Guarantee: if Liv does not save you more than your subscription cost in your first full paid month, contact us at support@eliva.co.za and we will issue a full refund for that month, no questions asked.
8. Your account
You are responsible for maintaining the security of your account. Do not share your credentials. You are responsible for all activity under your account. Report suspected unauthorised access immediately to support@eliva.co.za. Eliva reserves the right to suspend accounts that violate these terms, engage in fraudulent activity, or attempt to abuse the platform.
9. Acceptable use
You may not use Eliva to violate any South African law, to harass or abuse other users or Eliva staff or listed professionals, to attempt to access systems or data beyond your own account, to use automated tools to scrape, stress-test, or abuse the service, or to resell, sublicense, or share your account credentials.
10. AI-generated content
Liv's responses are generated by artificial intelligence using Anthropic's Claude models. While we invest significant effort in Liv's accuracy, warmth, and South African cultural knowledge, AI can make mistakes. Do not rely solely on Liv's guidance without exercising your own judgement. Eliva is not responsible for errors in AI-generated content that result in financial loss or health decisions made without professional oversight.
11. Intellectual property
Eliva, Liv, the wordmark, the name, the design system, and all application content are the property of Eliva. You may not reproduce, distribute, create derivative works from, or use our brand assets without written permission. Your own data — basket history, health logs, Liv conversations — belongs to you and can be exported or deleted at any time per the Privacy Policy.
12. Limitation of liability
To the extent permitted by South African law and the Consumer Protection Act, Eliva's liability for any claim arising from use of the service is limited to the amount you paid for your subscription in the 3 months preceding the claim. Eliva is not liable for indirect, incidental, or consequential damages arising from pricing inaccuracies, reliance on AI-generated content, professional marketplace advice, or delivery service issues — except where such liability cannot be excluded under South African consumer law.
13. Governing law
These terms are governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, the Protection of Personal Information Act 4 of 2013 (POPIA), and the Electronic Communications and Transactions Act 25 of 2002. Disputes shall first be referred to mediation. Where mediation fails, disputes shall be resolved in the courts of the Republic of South Africa.
14. Changes to these terms
We may update these terms as Eliva evolves. We will notify you of material changes via email at least 14 days before they take effect. Continued use of Eliva after changes take effect constitutes acceptance of the updated terms.
15. Contact
Legal questions: legal@eliva.co.za · Support: support@eliva.co.za · Data and privacy: privacy@eliva.co.za
The Eliva guarantee — section 7
If Liv doesn't save you more than your subscription in month one, we refund you. No questions asked. Email support@eliva.co.za with "Guarantee" in the subject line.