The Family Door Terms and Conditions
Last Updated: 5 August 2026
1. Introduction
These Terms and Conditions ("Terms") govern your access to and use of the website, digital platform, mobile applications and services of The Family Door (collectively, the "Service"), owned and operated by Friendly Chaos, Unipessoal Lda, corporate taxpayer number (NIPC) 519118472 ("we", "us" or "our"). The Service provides antenatal and postnatal educational content, parenting support resources and digital health tools.
By accessing or using The Family Door, the user agrees to be bound by these Terms. If you disagree with any part of these Terms, you must not use our Service.
2. Eligibility and Capacity to Use the Services
2.1. Intended Recipients of the Services:
2.1.1. The Family Door is intended for pregnant people, mothers, fathers, expectant parents, legal representatives of minors, carers and any other users who wish to access the services, content and functionalities made available through the platform.
2.1.2. The services made available may also cover information and monitoring relating to newborns, babies and children, in accordance with applicable law.
2.2. Capacity to Use the Platform
2.2.1. Use of the platform presupposes that the User has the legal capacity to enter into binding contracts under applicable law.
2.2.2. Without prejudice to the following clause, the services made available by The Family Door are intended exclusively for persons aged 18 (eighteen) years or over, or who have reached the age of majority applicable in their country of residence.
2.3. Use by Minors
2.3.1. Minors may use the platform only through, or under the supervision of, their parents, legal representatives or lawfully appointed guardians.
2.3.2. Parents, legal representatives or guardians who authorise a minor's use of the platform assume full responsibility for the use made on the minor's behalf, including for the accuracy of the information provided and for compliance with these Terms.
2.4. User Warranties. By accessing or using the platform, the User represents and warrants that:
a) they have the legal capacity to enter into binding contracts under applicable law; or
b) they are acting in the capacity of parent, legal representative or guardian of a minor and hold the necessary authority to authorise that minor's use of the platform.
2.5. Information Relating to Minors. Whenever information relating to minors is entered, including personal data or health data, the User represents that they are entitled to provide such information and to consent to the processing operations necessary for the provision of the services made available by The Family Door.
3. Nature of the Services
3.1. The Family Door provides:
(a) Educational and Informational Content
• Articles, videos, tools, parenting resources and teaching materials;
• Developed with input from health and wellbeing professionals (midwives, psychologists, doctors, nutritionists, doulas and others);
• Informational tools;
• Digital courses and training;
• Does not constitute medical advice, diagnosis or treatment.
(b) The Family Door Membership
• A programme of continuous support throughout pregnancy, the postnatal period and parenthood;
• Support includes appointments with a Specialist Nurse in Maternal and Obstetric Health and a General Practitioner, together with one appointment per subscription period with a nutritionist and a doula;
• Unlimited access to the educational content "The Door to Parenthood";
• We further offer one appointment with an IBCLC-certified lactation consultant, for use during the postnatal period.
(c) Clinical Services
- General practice and family medicine; - Obstetric nursing; - Nutrition; - Psychology; - Psychiatry; - Lactation consultancy; - Other specialties.
(d) Complementary Services:
- Doulas; - Parenting support; - Wellbeing programmes; - Other services made available on the platform.
e) Technology Platform
- Booking; - Communication; - Content management; - User account management.
3.2. Service Delivery Model
3.2.1. The Family Door acts as the entity organising and providing the services made available through its platform and clinical structure, ensuring the provision of the organisational, technological and administrative means necessary for the delivery of the services.
3.2.2. Unless expressly stated otherwise, all services made available by The Family Door are provided exclusively by digital and remote electronic means, through the platform, web-based applications (web app), video call or other digital and remote electronic channels made available by The Family Door.
3.2.3. Use of the platform does not entail the provision of in-person services, whether at a clinic, at the user's home or at any other physical location.
3.2.4. Any change to the service delivery model shall be subject to specific notice and, where necessary, to an update of these Terms.
3.3. Responsibility for the Services Provided
3.3.1. Educational Content:
The educational, informational and training content made available through the platform is intended exclusively for general information purposes and does not constitute medical advice, diagnosis, prescription, treatment or a substitute for individualised clinical care.
The Family Door does not warrant that the educational content is appropriate to the specific circumstances of each user and accepts no liability whatsoever for decisions taken by the user solely on the basis of that content.
3.3.2. Responsibility of The Family Door
The Family Door is responsible for organising, making available and operating the services provided through its platform and clinical structure, including the technological, administrative and operational means necessary for the delivery of the services.
The Family Door undertakes to adopt reasonable measures to ensure the quality, safety and legal compliance of the services provided, including verification of the professional qualifications legally required of the professionals who form part of the platform.
3.3.3. Responsibility of Healthcare Professionals
Each healthcare professional retains their own individual professional responsibility for the clinical acts, diagnoses, assessments, prescriptions, clinical outcomes, advice and professional recommendations, and any other technical decisions taken in the exercise of their professional activity, in accordance with applicable law and the relevant professional codes of conduct.
A professional's involvement through the platform does not automatically transfer to The Family Door the individual liability arising from that professional's technical and clinical conduct.
3.3.4. Complaints and Communications
Complaints, requests for clarification, suggestions or other communications relating to the services made available through the platform may be addressed to Friendly Chaos, Unipessoal Lda through the contact channels provided, without prejudice to any individual professional liability of the professionals involved, where applicable.
3.3.5. Limitations. Nothing in these Terms shall be construed as excluding or limiting liability in cases where such exclusion or limitation is prohibited by applicable law.
In particular, this clause does not exclude liability arising from:
a) wilful misconduct or fraud;
b) The Family Door's own negligence;
c) breach of the legal obligations applicable to the provision of the services;
d) failure to verify the professional qualifications legally required;
e) any other liability which, under Portuguese or European Union law, may not be excluded or limited.
3.4. Informed Consent for Medical Services:
3.4.1. When booking an appointment with a doctor or any other professional available on the platform, the user confirms that they:
• understand the nature of the professional service;
• will provide accurate and complete health information to the professional;
• will consult the professional about any questions before acting on medical recommendations;
• accept the specific terms of the medical service engaged.
3.4.2. The healthcare professional may refuse to begin, may suspend or may terminate an appointment whenever, in their clinical judgement, they consider that:
a) the situation presented is not appropriate to the service engaged;
b) the situation requires in-person assessment, further diagnostic tests, care from another specialty or referral to another healthcare provider;
c) the situation falls outside their scope of professional competence or outside the clinical conditions appropriate for the service to be delivered remotely;
d) there are signs or symptoms consistent with a medical urgency or emergency.
3.4.3. Where the appointment has begun and the professional has assessed the situation presented by the User, a conclusion that there is no indication for further intervention, specific treatment or follow-up at that time does not in itself give rise to any right to a refund, the service being deemed to have been provided.
3.4.4. Where the appointment cannot begin or must be interrupted because the service engaged is clinically inappropriate, The Family Door may, depending on the circumstances of the particular case, indicate an appropriate referral to the User, propose rebooking with another professional or specialty, grant credit for future use, or consider a possible refund, without prejudice to the User's statutory rights.
3.4.5. Where the inappropriateness results from an error attributable to The Family Door, in particular a booking error, incorrect information about the service or inadequate triage by the platform itself, The Family Door may arrange appropriate rebooking or another remedy proportionate to the particular case, in accordance with applicable law.
3.5. Emergencies
3.5.1. The services made available through the platform, including the Membership, telemedicine appointments, communication channels with healthcare professionals and other functionalities made available by The Family Door, do not constitute urgent or emergency medical services or hospital care.
3.5.2. In an emergency, the user must immediately call 112 (the European emergency number) or attend the nearest accident and emergency department.
3.5.3. Use of the platform does not guarantee immediate responses from healthcare professionals, nor does it replace recourse to emergency services, hospital urgent care or other means of urgent medical assistance where these are clinically necessary.
4. User Accounts, Personal Data and Data Protection
4.1. Creating and Managing an Account
4.1.1. Access to certain functionalities of the platform may require the creation of a user account.
4.1.2. The User undertakes to provide true, accurate, complete and up-to-date information during the registration process and throughout their use of the platform.
4.1.3. The Family Door reserves the right to request the updating or confirmation of the information provided whenever this proves necessary for the proper delivery of the services or for compliance with legal and regulatory obligations.
4.1.4. Creating an account does not guarantee access to any particular services; certain services may be subject to additional requirements, prior validation or separate engagement.
4.2. Account Security
4.2.1. The User is responsible for the confidentiality of the access credentials associated with their account, including passwords, authentication codes and other security elements.
4.2.2. The User undertakes to adopt reasonable measures to protect their credentials against unauthorised access by third parties.
4.2.3. Any use of the account carried out using the User's credentials is presumed to have been made by the User, unless proven otherwise.
4.2.4. The User must immediately notify The Family Door of any suspected unauthorised access, misuse of the account or security incident relating to their credentials.
4.3. Processing of Personal Data
4.3.1. The Family Door processes Users' personal data in accordance with Regulation (EU) 2016/679 (the General Data Protection Regulation – GDPR), applicable Portuguese law and other applicable data protection rules.
4.3.2. Personal data is processed only to the extent necessary for:
a) making the platform and its functionalities available;
b) creating, managing and securing the user account;
c) providing the services engaged, including remote consultation services, communication with professionals, clinical follow-up and the provision of digital content;
d) receiving, storing and managing documents, test results, reports or other materials provided by the User through the platform;
e) complying with legal, regulatory, clinical, tax and contractual obligations;
f) managing the contractual relationship with the User;
g) protecting the security, integrity and availability of the platform, the professionals, the users and the data processed;
h) other purposes described in the privacy policy.
4.3.3. The provision of the services may involve the use of technology suppliers, telemedicine platforms, hosting systems, communication tools, clinical documentation support functionalities and other processors necessary for the operation of the platform, as described in the Privacy Policy.
4.3.4. Where applicable, data will be hosted and processed through suppliers located in the European Economic Area or in countries ensuring an adequate level of protection, without prejudice to the further information set out in the Privacy Policy.
4.4. Health Data
4.4.1. Given the nature of the services provided, The Family Door may process data concerning health, including clinical information relating to pregnancy, birth, the postnatal period, breastfeeding, parenthood, women's health, child health and any other information necessary for the provision of the services.
4.4.2. Where such functionality is made available, the User may upload to the platform diagnostic test results, reports, medical results, clinical documents, images, prescriptions or other materials relevant to the provision of the services.
4.4.3. Health data constitutes a special category of personal data and benefits from a heightened level of protection under applicable law.
4.4.4. Such data will be processed only where an appropriate legal basis exists, including where necessary for the provision of health care, for compliance with legal obligations, or on the basis of the data subject's consent where required by law.
4.4.5. The User undertakes not to upload documents or information relating to third parties, save where they are legally entitled to do so, in particular in the capacity of legal representative, holder of parental responsibilities or by virtue of valid authorisation.
4.5. Data Subject Rights
4.5.1. Under applicable law, the User may exercise their rights of:
a) access;
b) rectification;
c) erasure;
d) restriction of processing;
e) data portability;
f) objection to processing;
g) withdrawal of consent, where applicable.
4.5.2. The exercise of these rights may be subject to the limitations provided for by law, in particular where retention of the data is necessary for compliance with legal or regulatory obligations or obligations relating to the provision of health care.
4.6. Data Retention
4.6.1. Personal data will be retained only for the period necessary for the purposes which justified its collection, or for the retention periods required by law.
4.6.2. Clinical data may be retained for the periods required by law for clinical records and for compliance with the regulatory obligations applicable to the health sector.
4.6.3. Where technology tools are used to support documentation or the drafting of clinical notes, the data processed for that purpose shall be retained only for the period necessary for the specific purpose which justified the processing, as described in the Privacy Policy.
4.7. Privacy Policy
4.7.1. Further information on the processing of personal data, including the categories of data collected, the legal bases, retention periods, data recipients, technology suppliers, hosting locations, the use of telemedicine tools, artificial intelligence support functionalities, security measures and the exercise of rights, is available in The Family Door's Privacy Policy, which forms an integral part of these Terms.
4.7.2. In the event of any inconsistency between these Terms and the Privacy Policy as regards the processing of personal data, the wording which ensures the greater degree of compliance with applicable data protection law shall prevail.
4.8. Contact for Data Protection Matters
4.8.1. For any questions relating to the protection of personal data or the exercise of rights as a data subject, the User may contact The Family Door at the following email address: hello@thefamilydoor.com.
4.8.2. The User may also lodge a complaint with the Portuguese Data Protection Authority (Comissão Nacional de Proteção de Dados – CNPD) or with the competent supervisory authority of their Member State of residence.
5. User Conduct and Prohibited Uses
5.1. General Obligations of the User. The user undertakes to use the platform lawfully, appropriately and responsibly, and in accordance with these Terms, applicable law, the rights of third parties and the nature of the services made available by The Family Door.
5.2. Prohibited Uses. The User is expressly prohibited from:
a) using the platform for any unlawful, fraudulent, abusive, misleading, offensive or harmful purpose;
b) providing information that is false, incomplete, inaccurate or out of date, or liable to compromise the proper provision of the services, particularly where clinical or health information is concerned;
c) attempting to access, view, copy, alter, interfere with or use accounts, personal data, health data, communications or information belonging to other users, professionals or third parties;
d) sharing access credentials, allowing third parties to use their account, or using another person's credentials without authorisation;
e) reproducing, copying, recording, downloading, distributing, republishing, transmitting, making available, selling, licensing or commercially exploiting The Family Door's content, materials, courses, videos, documents or other resources without prior written authorisation;
f) carrying out scraping, crawling, data mining, automated data extraction, reverse engineering or any other unauthorised automated use of the platform;
g) interfering with, damaging, overloading, compromising or disrupting the operation of the platform or its servers, systems, networks, security mechanisms or functionalities;
h) introducing viruses, malware, malicious code, automated programs or any other elements liable to affect the security, integrity or operation of the platform;
i) using the platform to disseminate medical misinformation, unverified health claims, dangerous recommendations, pseudoscientific content or information liable to pose a risk to the health of other users;
j) using the platform's communication channels to harass, intimidate, threaten, defame, discriminate against or harm other users, professionals, staff or third parties;
k) using the platform's services as a substitute for urgent care, medical emergency services or hospital care where these are clinically necessary;
l) using the platform excessively or abusively, or in a manner incompatible with the normal purpose of the services, including through repeated, unfounded or disproportionate contacts which impair the operation of the platform or the availability of the professionals;
m) circumventing technical limitations, access rules, security measures, use policies or payment mechanisms implemented by The Family Door;
n) using the platform for their own commercial purposes, client solicitation, advertising, promotion of competing services or the sending of unsolicited communications, save with the express written authorisation of The Family Door.
5.3. Consequences of Breach. Breach of this clause may result, depending on the seriousness of the case, in:
a) a warning to the User;
b) temporary restriction of certain functionalities;
c) immediate suspension of the account;
d) termination of access to the platform or to the services engaged;
e) refusal to provide services in the future;
f) notification of the competent authorities, where applicable;
g) the exercise of any of The Family Door's legal rights, including the right to claim damages for loss caused.
5.4. Measures to Protect the Platform. The Family Door reserves the right to adopt reasonable technical, administrative and legal measures to protect the security, integrity, availability and proper use of the platform, its content, the professionals, the users and the data processed.
6. Intellectual Property
6.1. Ownership of Rights
6.1.1. All intellectual property rights relating to The Family Door platform, including the website, web application (web app), digital content, courses, educational materials, technological functionalities and all other elements made available through the services, belong to Friendly Chaos, Unipessoal Lda or are duly licensed to it.
6.1.2. The protection afforded by this clause covers, in particular but without limitation:
a) the "The Family Door" trade mark and its logos, trade names, distinctive signs, slogans, visual identity and other branding elements, whether registered or in the course of registration before the competent authorities;
b) the technology platform, website, web app, graphical interfaces, information architecture, functionalities, navigation flows, databases, software, source code, object code and other technological components;
c) the digital courses, educational programmes, videos, animations, webinars, audio recordings, illustrations, images, photographs and other multimedia content;
d) articles, texts, e-books, worksheets, presentations, guides, educational documents, clinical content, training materials and other written content;
e) support methodologies, pregnancy, parenting and postnatal support programmes, multidisciplinary coordination structures, service delivery models, internal protocols, clinical follow-up pathways and other distinctive elements developed by The Family Door;
f) any updates, improvements, adaptations, developments, future versions or derivative works of the elements identified above.
6.1.3. All rights not expressly granted to the User remain reserved to The Family Door and to the respective rights holders.
6.2. Licence to Use
6.2.1. The Family Door grants the User a limited, personal, revocable, non-exclusive, non-transferable and non-sublicensable licence to access and use the platform and its content exclusively for personal, private and non-commercial purposes.
6.2.2. This licence does not constitute any assignment or transfer of, or waiver of, intellectual property rights.
6.2.3. Access to the services, digital courses, educational content or materials made available through the platform does not confer on the User any ownership rights in them.
6.3. Restrictions on Use
6.3.1. Without the prior written authorisation of The Family Door, the User may not:
a) copy, reproduce, download, record, archive, distribute, transmit, publish, communicate to the public or make available any content from the platform;
b) modify, adapt, translate, edit, create derivative works from, or use content from the platform for purposes other than those expressly authorised;
c) remove, obscure or alter copyright notices, trade marks, logos, attributions of authorship or any other elements identifying intellectual property;
d) use the platform's content in their own or third parties' professional, commercial, academic or training activities;
e) incorporate content from the platform into courses, workshops, training, support programmes, professional services or commercial products;
f) reproduce or redistribute digital courses, videos, classes, webinars, educational materials or any other content made available by The Family Door;
g) make content from the platform available on websites, digital platforms, social media, messaging applications, file-sharing platforms or any other means of communication;
h) use automated scraping, crawling, data mining, indexing or content extraction tools;
i) use The Family Door trade mark or any associated distinctive signs without prior written authorisation.
6.4. Digital Courses and Educational Content
6.4.1. The digital courses, educational programmes and other content made available through the platform are works protected by intellectual property rights.
6.4.2. The purchase of a digital course or educational content confers on the User only a personal right of access and use, on the terms determined by The Family Door.
6.4.3. The purchase of digital content does not entail:
a) the acquisition of intellectual property rights;
b) authorisation to reproduce or redistribute;
c) authorisation for professional or commercial use;
d) authorisation to deliver training to third parties on the basis of the content purchased;
e) authorisation to create derivative or competing content making substantial use of the content provided.
6.4.4. Where digital content is made available on payment of an individual fee, the User acquires only a right of personal access to and use of the content purchased, and is granted no right of reproduction, distribution, communication to the public, commercialisation, adaptation or economic exploitation of it.
6.5. Materials Made Available for Download
6.5.1. Where The Family Door makes materials available for download, including worksheets, e-books, presentations, supporting documents, checklists, guides or other educational resources, the User may use them exclusively for personal and private purposes.
6.5.2. Downloaded materials may not be:
a) reproduced or redistributed;
b) sold, assigned or made available to third parties;
c) used in professional or commercial activities;
d) incorporated into the User's own courses, training or programmes;
e) published on websites, digital platforms, social media or messaging applications.
6.5.3. Making content available for download does not entail any transfer of ownership of the corresponding intellectual property rights.
6.6. Content Published by Users
6.6.1. Where the platform permits the publication of comments, testimonials, reviews, messages, images or other content by Users, those Users retain ownership of the corresponding intellectual property rights.
6.6.2. By making content available on the platform, the User grants The Family Door a non-exclusive, royalty-free, worldwide licence, valid for the period necessary for the operation of the services, to store, reproduce, make available, communicate and display that content in the context of operating the platform.
6.6.3. The User represents and warrants that they hold all rights and authorisations necessary to make the published content available.
6.6.4. The User is solely responsible for the content they make available through the platform.
6.7. Content Produced by Professionals
6.7.1. Content produced by doctors, nurses, nutritionists, doulas, lactation consultants, psychologists or any other professionals in the course of their engagement with The Family Door shall be governed by the respective contracts entered into between the parties.
6.7.2. Where applicable, the rights to use, exploit, reproduce or adapt such content shall be governed by the contractual instruments entered into between The Family Door and the professionals concerned.
6.8. Protection of The Family Door's Trade Mark and Rights
6.8.1. The Family Door reserves the right to take all technical, administrative and judicial measures necessary to protect its intellectual property rights, including the removal of unlawful content, suspension of access, issuing of infringement notices and pursuit of the legal remedies available.
6.8.2. Any unauthorised use of the elements protected by this clause may constitute an infringement of The Family Door's intellectual property rights and give rise to civil, regulatory or criminal liability under applicable law.
6.9. Reservation of Rights. Nothing in these Terms shall be construed as granting the User any right, licence or authorisation in respect of the elements protected by this clause beyond those strictly necessary for the normal use of the platform and of the services engaged.
7. Content, Availability of the Services and Limitation of Liability
7.1. Nature and Updating of Content
7.1.1. The Family Door seeks to provide educational, clinical and informational content based on scientific evidence and on recognised professional good practice as at the date of publication.
7.1.2. However, the constant evolution of scientific, medical and technological knowledge may render certain content partly or wholly out of date over time.
7.1.3. The Family Door reserves the right to update, modify, supplement, correct or remove content, functionalities, educational programmes, digital courses or services made available through the platform at any time and without any obligation to give prior notice.
7.2. Availability of the Platform
7.2.1. The Family Door will use reasonable endeavours to ensure the availability and regular operation of the platform.
7.2.2. Nevertheless, the platform may become temporarily unavailable as a result of:
a) scheduled maintenance;
b) technical updates;
c) failures of technological infrastructure;
d) failures of third-party suppliers;
e) cybersecurity incidents;
f) events of force majeure;
g) circumstances beyond The Family Door's reasonable control.
7.2.3. The Family Door does not warrant that the platform will operate uninterrupted, error-free or be permanently available.
7.3. Limitation of Liability in Respect of Content:
7.3.1. The educational and informational content made available through the platform does not replace medical advice, clinical diagnosis, treatment, in-person care or any other individualised professional assessment.
7.3.2. The Family Door shall not be liable for decisions taken solely on the basis of educational or informational content made available through the platform.
7.4. General Limitation of Liability
7.4.1. To the fullest extent permitted by applicable law, The Family Door's liability shall be limited to direct loss demonstrably resulting from a breach of its legal or contractual obligations.
7.4.2. The Family Door shall not be liable for:
a) indirect, incidental, special or consequential loss;
b) loss of revenue, profits, opportunities or economic advantage;
c) temporary interruptions of the platform;
d) failures of telecommunications or internet networks;
e) misuse of the platform by users;
f) acts or omissions attributable to third parties beyond The Family Door's control.
7.4.3. The limitations and exclusions set out in this clause shall not apply in any circumstances to: (a) loss or damage caused to the User's life, physical or moral integrity or health; (b) loss or damage resulting from wilful misconduct or gross negligence on the part of The Family Door; (c) rights conferred on the User on a mandatory basis by consumer protection legislation; (d) liability for breach of the legal obligations applicable to the provision of health care.
7.5. Statutory Limitations
7.5.1. Nothing in these Terms shall be construed as excluding, limiting or waiving liability which cannot lawfully be excluded or limited under applicable law.
7.5.2. In particular, the limitations of liability set out in these Terms are without prejudice to any rights conferred on Users by law and do not displace any liability which may arise from breach of mandatory legal obligations applicable to the provision of the services made available by The Family Door.
8. Third-Party Services, Content and Suppliers
8.1. Third-Party Services
The platform may provide links, integrations, references, recommendations or access to services, websites, applications, products or content made available by third parties.
8.2. Absence of Control
The Family Door does not control or permanently monitor the content, policies, commercial practices, security measures or services made available by third-party entities.
8.3. Relationships with Third Parties
8.3.1. Any contractual relationship established between the User and third parties shall be exclusively between those parties.
8.3.2. The Family Door accepts no liability for:
a) products or services supplied by third parties;
b) content published by third parties;
c) third parties' failure to perform their contractual obligations;
d) privacy practices adopted by third parties.
8.4. Clinical Partners
Where The Family Door refers Users to clinics, laboratories, imaging centres, hospitals or other external partners, the provision of those services shall be subject to the terms and conditions of the entities responsible for delivering them.
9. Artificial Intelligence and Automated Tools
9.1. Provision of AI Tools
The Family Door may make available functionalities based on artificial intelligence, algorithmic models, automated information support systems or other technological tools assisting the user.
9.2. Informational Purposes Only
Artificial intelligence functionalities are intended exclusively for informational, educational and general support purposes.
The responses generated do not constitute:
a) medical diagnosis;
b) medical prescription;
c) treatment;
d) individualised clinical advice;
e) professional opinion.
9.3. Possibility of Errors
The User acknowledges that artificial intelligence systems may produce responses that are incorrect, incomplete, out of date or inappropriate to the particular context. Accordingly, the use of artificial intelligence does not replace consultation with a qualified professional.
9.4. Clinical Decisions
No decision relating to Users' health and/or wellbeing should be taken solely on the basis of responses produced by automated systems.
9.5. Limitation of Liability
The use of artificial intelligence tools is at the User's own risk, without prejudice to the mandatory legal obligations applicable to The Family Door.
10. The Family Door Membership
10.1. Nature of the Membership
10.1.1. The Family Door Membership is a periodically renewing subscription providing support throughout pregnancy, the postnatal period and parenthood, made available through The Family Door platform.
10.1.2. The subscription is entered into on a quarterly basis and renews automatically for successive periods of three (3) months, unless cancelled by the User or unless The Family Door gives notice of non-renewal in accordance with these Terms.
10.1.3. During each active quarterly period, the User will have access to the services, content, digital resources, benefits and functionalities included in the plan subscribed to, as described on the platform.
10.1.4. The Membership does not constitute health insurance, a health plan, an emergency medical service, or a substitute for in-person clinical care where such care is clinically indicated.
10.2. Access to Services During the Subscription
10.2.1. During the quarterly subscription period, the User may benefit from the services and functionalities included in the plan engaged.
10.2.2. Where The Family Door uses expressions such as "unlimited access", "unlimited contact" or equivalent expressions, those expressions mean that, during the quarterly subscription period, there is no pre-defined limit on the number of contacts or interactions covered by the Membership, without prejudice to the conditions set out in these Terms.
10.2.3. Access to the services is subject to the availability of the professionals, opening hours, the operational capacity of the platform and the nature of the services provided.
10.2.4. The Membership does not guarantee:
a) an immediate response;
b) the permanent availability of the professionals;
c) continuous twenty-four-hour cover;
d) simultaneous access to all professionals;
e) the provision of urgent or emergency medical services.
10.2.5. The Family Door may adopt reasonable operational management measures where it identifies use that is abusive, fraudulent, manifestly excessive or incompatible with the normal purpose of the services provided.
10.2.6. The measures referred to in the preceding paragraph shall be exceptional in nature and are intended to ensure the quality, safety and appropriate availability of the services for all users.
10.3. Term and Renewal
10.3.1. The Membership is entered into for successive periods of three (3) months.
10.3.2. At the end of each three (3) month period, the subscription will renew automatically for a further period of equal duration, unless:
a) the User gives notice of cancellation before the renewal date; or
b) The Family Door gives notice of its decision not to renew in accordance with these Terms.
10.3.3. Renewal entails the charging of the amount applicable to the new quarterly period to the payment method associated with the User's account.
10.3.4. The User may view information relating to their subscription, including renewal dates and payment history, through their account or the channels made available by The Family Door.
10.3.5. The Family Door will send the User, at least 15 (fifteen) days before each renewal date, a notice by email stating the renewal date, the amount to be charged and how to cancel the subscription.
10.4. Cancellation by the User
10.4.1. The User may cancel the renewal of the Membership at any time through The Family Door platform.
10.4.2. Cancellation of the Membership will take effect only at the end of the current quarterly period, and access to the services and benefits included in the Membership will continue until that date, unless the user requests cancellation of the service in writing.
10.4.3. Without prejudice to clause 10.8 (Right of Withdrawal), cancellation of the renewal does not give rise to any right to a refund of amounts paid in respect of the current quarterly period, and the User retains access to the services until the end of that period.
10.4.3.1. The preceding paragraph is without prejudice to the User's right to a full or proportionate refund in the cases provided for by law, in particular: (a) where the right of withdrawal is exercised under clause 10.8, in which case only the amount proportionate to the services actually provided up to the notice of withdrawal shall be payable; (b) where the contract is terminated on grounds of breach attributable to The Family Door; (c) in any other case where consumer protection legislation so requires on a mandatory basis.
10.4.4. In the event of pregnancy loss, medical termination of pregnancy, voluntary termination of pregnancy or any other sensitive clinical situation which makes the immediate continuation of the Membership inappropriate or emotionally unsuitable, the User may contact The Family Door at hello@thefamilydoor.com to request that the situation be reviewed.
10.4.5. In such cases, The Family Door may, exceptionally and on a case-by-case basis, propose one or more of the following remedies:
a) suspension of, or credit for, the remaining Membership period for future use should the User become pregnant again;
b) the provision of a psychology appointment or other appropriate support, on the terms determined by The Family Door;
c) cancellation of the automatic renewal of the subscription;
d) a full or partial refund of the amounts paid, where considered appropriate by The Family Door or required by applicable law.
10.4.6. The grant of credit, suspension, psychological support appointment or any refund will depend on an assessment of the particular circumstances, including the stage of the subscription, the services already used, the digital content already made available and the User's statutory rights.
10.4.7. The User may cancel or reschedule a one-off appointment, at no additional cost, up to 24 (twenty-four) hours before the scheduled time.
10.4.8. Where a one-off appointment is cancelled within the period provided for in clause 10.4.7, and where the appointment has been paid for, the User will be granted a credit to the value of the cancelled appointment, valid for 12 (twelve) months from the date of cancellation, usable exclusively to rebook the same service with the same professional.
10.4.9. Cancellation made less than 24 (twenty-four) hours in advance, or failure to attend the appointment without prior notice, does not give rise to any right to credit, without prejudice to clause 3.4 as regards situations of clinical inappropriateness of the service.
10.4.10. The credit provided for in clause 10.4.8 is not refundable in cash and is not transferable to another User, service or professional, and expires automatically if not used within its validity period.
10.4.11. A User who wishes to request a refund instead of a credit should contact The Family Door at hello@thefamilydoor.com; the request will be assessed on a case-by-case basis, without prejudice to the User's statutory rights, in particular under clause 10.8.
10.4.12. The policy set out in the preceding paragraphs is exceptional in nature and is without prejudice to the rights conferred on the User by applicable law.
10.5. Variation, Suspension or Discontinuation of the Membership
10.5.1. The Family Door reserves the right to vary, update, suspend or discontinue the Membership programme for operational, commercial, technical, regulatory or strategic reasons.
10.5.2. Wherever possible, The Family Door will give notice of its decision at least 30 (thirty) days before the next renewal date.
10.5.3. Any discontinuation of the Membership does not confer on the User any right to continuation of the service for future periods, nor any right to damages or compensation, without prejudice to the User's statutory rights.
10.5.4. In the event of discontinuation, the User will retain access to the services engaged until the end of the quarterly period already paid for.
10.6. Changes to Benefits and Prices
10.6.1. The Family Door may change the benefits, functionalities, content or features of the Membership whenever this proves necessary for the development, improvement or sustainability of the services.
10.6.2. The Family Door may likewise change the prices applicable to future renewals.
10.6.3. Price changes applicable to future renewals will be notified to the User by email at least 30 (thirty) days before the renewal date on which they are to take effect, and no change shall apply to the current quarterly period.
10.6.4. If the User does not agree with the changes notified, they may cancel the renewal of the subscription before the start of the following period.
10.7. Suspension or Termination for Breach of the Terms
10.7.1. The Family Door may immediately suspend or terminate access to the Membership in the event of:
a) breach of these Terms;
b) fraudulent or abusive use of the services;
c) failure to meet payment obligations;
d) the provision of false or misleading information;
e) conduct liable to compromise the security of the platform, the professionals or third parties.
10.7.2. Wherever the nature of the situation permits, suspension will be preceded by notice to the User.
10.8. Right of Withdrawal
10.8.1. Where applicable under consumer protection legislation, the User has the right to withdraw from the distance contract and may exercise that right within the period provided for by law.
10.8.2. By requesting that the provision of the services begin during the statutory withdrawal period, the User acknowledges and accepts that, if that right is exercised after performance has begun, The Family Door may be entitled to payment of an amount proportionate to the services actually provided up to the date of the notice of withdrawal, in accordance with applicable law.
10.8.3. Where the User requests immediate access to digital content not supplied on a tangible medium and expressly acknowledges that supply has begun, the limitations on the right of withdrawal provided for by applicable law may apply.
10.8.4. The exercise of the right of withdrawal is without prejudice to any amounts due in respect of services already actually provided or digital content already supplied, where permitted by law.
11. Changes to the Terms and to the Services
11.1. Changes to the Terms
11.1.1. The Family Door reserves the right to amend, update or revise these Terms whenever this proves necessary as a result of:
a) legislative or regulatory changes;
b) developments in the services provided;
c) the implementation of new functionalities;
d) operational, commercial or technological changes;
e) security or compliance requirements.
11.1.2. The most recent version of the Terms will be made available through the platform and will state the applicable "Last Updated" date.
11.2. Notification of Changes
11.2.1. Where changes are materially relevant to Users' rights or obligations, The Family Door will endeavour to notify them through the contact channels available, in particular by email or through the platform.
11.2.2. Changes will take effect from the date stated in the updated version of the Terms.
11.2.3. We encourage users to review these Terms periodically.
11.3. Continued Use of the Services
11.3.1. Continued use of the platform or the services after the changes take effect constitutes acceptance of the updated Terms, without prejudice to Users' statutory rights.
11.3.2. If the User does not agree with the changes introduced, they may cease using the services or cancel their subscription in accordance with the applicable terms.
11.4. Changes to the Services. The Family Door may vary, update, replace, suspend or discontinue functionalities, content, educational programmes, services or components of the platform whenever this proves necessary for their development, improvement, sustainability or legal compliance.
12. Governing Law and Dispute Resolution
12.1. These Terms are governed by and construed in accordance with Portuguese law.
12.2. Without prejudice to any applicable mandatory consumer protection rules, any disputes arising out of the interpretation, performance or validity of these Terms shall be submitted to the competent Portuguese courts.
12.3. Consumers Resident in Other Member States
12.3.1. The choice of Portuguese law as the law governing these Terms is without prejudice to the application of mandatory consumer protection provisions that are legally applicable under European Union law.
12.3.2. Nothing in this paragraph shall be construed as subjecting these Terms to foreign law, Portuguese law remaining the principal law governing the contractual relationship established between the parties.
12.4. Under Portuguese Law no. 144/2015 of 8 September, in the event of a consumer dispute the User may refer the matter to the competent alternative consumer dispute resolution body, in particular the Lisbon Consumer Dispute Arbitration Centre (Centro de Arbitragem de Conflitos de Consumo de Lisboa, www.centroarbitragemlisboa.pt) or CNIACC – the National Centre for Consumer Dispute Information and Arbitration (Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, www.cniacc.pt), without prejudice to recourse to the courts.
12.5. The Family Door maintains an electronic Complaints Book (Livro de Reclamações), accessible at www.livroreclamacoes.pt; complaints relating to the provision of health care are also considered by the Portuguese Health Regulatory Authority (Entidade Reguladora da Saúde – ERS).
13. Company Information and Contact Details
13.1. The services made available through The Family Door platform are provided by Friendly Chaos, Unipessoal Lda, the entity responsible for operating The Family Door brand.
13.2. For any questions relating to these Terms, use of the platform, data protection, the exercise of rights or any other matters relating to the services provided, Users may contact The Family Door by the following means:
Friendly Chaos, Unipessoal Lda
Corporate taxpayer number (NIPC): 519118472
Registered office: Avenida Chaby Pinheiro, N.º 3, 4.º H, 2725-264 Mem-Martins, Lisbon, Portugal
Brand: The Family Door
Founder: Marta Wadsworth
Email address: hello@thefamilydoor.com
Website: www.thefamilydoor.com
13.3. Save as otherwise provided by law, any communications made by The Family Door to the User may be sent to the email address associated with their account or made through the platform itself.