Terms and Conditions
Please read these terms and conditions (the "Terms and Conditions") carefully as they apply to your
access and/or use of any information, materials or features/functions available in the LiveWell app and
web portal, where available, provided by LiveWell (the “Platform”), unless separate Terms and Conditions
are presented to you related to specific features/functions.
The Platform is owned and operated by Zurich LiveWell Services and Solutions Ltd, Talstrasse 83, 8001
Zurich, Switzerland, UID: CHE-155.782.803 ("ZLW", “we” or “our”).
Reference to “Zurich Group” means Zurich Insurance Company Ltd, Switzerland a wholly owned
subsidiary of Zurich Insurance Group Ltd Switzerland and all its subsidiaries and affiliates.
Reference to “Service” or “Services” means the services provided in the context of the Platform.
Services
Our Platform makes it easy to make your health a priority by connecting you to an ecosystem of trusted
wellbeing resources across physical, mental, financial and social health in one convenient place. We will
provide you with personalized recommendations and suggestions, as well as challenges to support your
wellbeing journey and to help you make your health a habit. The availability and features on the Platform
may vary depending on where you live, on the device used, or the version of software or operating
system it has. For more details, please see our website and other informational material made available to
you.
Platform Access
Your access to the Platform and use of our Services is subject to your acceptance of and compliance with
these Terms and Conditions. By accessing the Platform or using our Services you agree to accept and be
bound by the current version of these Terms and Conditions. In case you do not agree to the current
version of these Terms and Conditions, you are not authorized to continue accessing the Platform or
using our Services.
You are responsible for making all arrangements necessary to access the Platform including the
completion of the registration with clear and accurate information. Also, you are responsible for ensuring
that your computer and/or portable device is compatible with the Platform.
You are responsible for ensuring that all persons accessing the Platform through your internet connection
are aware of these Terms and Conditions.
ZLW Rewards (only available in certain regions)
General. In certain regions you may have access to the ZLW Rewards program (the “ZLW Rewards”).
ZLW Rewards allows you to collect points as further explained in the Platform. The collected points can be
redeemed for rewards, such as gift cards, donations, downloadables etc., displayed in the Platform’s
rewards section. Rewards and its redemption are subject to the terms and conditions imposed by the
reward providers.
Collecting points. When you complete specific activities, they are credited with a number of points set
by ZLW (more details to be found in the Platform’s rewards section). We have full discretion to determine
the set-up of ZLW Rewards and in particular to decide which activities are eligible for collecting points,
the amount of points attributed to such activity, the size of a reward and what proof is needed. ZLW
Rewards has a number of dependencies, including the availability and value of rewards which are sourced
from third parties as well as the overall financial viability of the rewards being offered in light of the costs
to provide them. Accordingly, for any change which we reasonably consider will have a material adverse
impact on the benefits available to you under ZLW Rewards (for example, a material change in the
formula used to calculate how points are accrued), we will use all reasonable endeavors to give you
reasonable notice of the proposed change, taking into account factors which may be difficult for us to
control, such as how ZLW Rewards users redeem their points or the pricing and availability of rewards
that can be obtained using points. ZLW may also make changes to ZLW Rewards at any time. If we do
make significant changes to ZLW Rewards you will be notified in your ZLW account or via email. Any
competitions associated with activities may also have their own terms of use. These are listed in the
description of each activity.
Points have no cash value and may be used only in accordance with these Terms and Conditions. Points
may not be purchased, sold, bartered or given, except as expressly permitted in these Terms and
Conditions.
The number of points that can be collected is limited per calendar year to the number provided to you on
the Platform. When the annual point limit is reached, you cannot collect any more points in the current
calendar year.
In terms of redemption, points are only redeemable as long as you have an active ZLW account and may
expire as communicated with at least 30 days’ notice to you via the Platform. When participation in the
ZLW Rewards is ended – either by you or ZLW – the points collected up to that point cease to be
redeemable and your points will be generally forfeited with immediate effect. Any points collected are
neither substitutable, transferable nor inheritable. Points may not be converted into cash.
ZLW reserves the right to make corrections at any time (e.g. to deduct points) if errors have occurred or a
user has unjustifiably been awarded points. This may be the case, for example, if a subsequent check
shows that a user has provided false information.
Further, we reserve the right to disqualify any user from participating in the ZLW Rewards and to
invalidate any or all points at any time for valid reason such as abuse, fraud or any violation of the Terms
and Conditions.
You are responsible for any taxes that may be owed as a result of points earned and/or redeemed. Please
consult a tax advisor if you have tax questions about the ZLW Rewards. ZLW does not provide tax advice.
ZLW is not liable for any fraudulent, abusive or unlawful activity conducted outside of the Platform in
relation to ZLW Rewards.
Redeem points for rewards. You have the opportunity to redeem the points rewards
section of the Platform. A reward may be commission-based. This will be indicated to you in the rewards
rewards provided by reward providers (which can be a third party or ZLW) and are displayed in the section.
Rewards may be sourced from third parties and so rewards and reward providers are subject to
availability, change and may be discontinued without notice. Most rewards are limited to a certain
number as determined on the reward. Some rewards are limited to certain countries and / or groups. You
find your reward items in the Platform’s rewards section or main menu.
Rewards are subject to the terms and conditions imposed by the reward provider, which, in most cases,
appear on the reward. Additional restrictions on the use may be made transparent to you on the reward
item or in the reward provider’s terms and conditions.
Fulfillment of the reward item is the sole responsibility of the participating reward provider and reward
items are valid at the respective reward provider only through the expiration date. Expiration of a reward
item is subject to the terms and conditions of the reward provider. Check the details on the reward item
and the individual reward provider's terms and conditions for specific expiration dates.
Reward items are not refundable or exchangeable and are not replaceable in the event of loss or
destruction. Reward items are void where prohibited by law.
ZLW is not responsible for any reward provider performance or for the problems or defects of any
merchandise received or services consumed using a reward item or for failure of reward provider to
perform because of bankruptcy, insolvency or any other reason.
For more information about how points can be earned please check the Platform’s rewards section.
Redeem points for digital items. We may provide you with the opportunity to redeem your points for
digital items (“Digital Items”) on the Platform. Digital Items may for example enable you to personalize
certain elements within the Platform, perform certain actions or unlock content or a feature. Such Digital
Items may be sponsored, in such case the respective sponsor will be indicated to you.
Digital Items are only available and functioning within the Platform, and may be limited to certain
countries or groups. Digital Items are subject to change at our sole discretion and may be discontinued
without notice. Digital Items are not refundable, substitutable, transferable and have no cash value. They
are not replaceable in the event of loss. Digital Items may expire as communicated.
Questions or complaints
If you have any questions or complaints regarding the availability, validity and/or management of your
points or ZLW Rewards, please contact us at support.livewell@zurich.com.
Boost (only available in certain regions)
In certain regions you may have access to boosts, which are challenges e.g., relating to activities or
meditation, among certain or all users of the Platform (“Boosts”). Boost may be preconfigured by us
and/or (partially) customized by you. By participating in a Boost, you acknowledge that such participation
is a potentially hazardous activity and that you are participating at your sole risk and responsibility. You
further acknowledge that you will not make use of means or behave in a way that can reasonably be
considered as contrary to the general rules of fairness. ZLW reserves the right to screen and verify your
activity, and to temporarily or permanently exclude you from Boosts in general or to suspend or terminate
your account in case we reasonably believe that such measure is necessary to (i) satisfy any applicable
law, regulation, legal process or governmental request, (ii) enforce any acknowledgements you made,
including the investigation of a potential violation thereof, or to (iii) protect the rights, property or safety
of ZLW, its users and the public. ZLW will use your contact information to send you motivational
messages in connection with Boosts. In cases where Boosts feature rewards or other incentives (e.g.
points), the rewards or other incentives will be allocated to user(s) fulfilling the winning conditions. The
assessment of such winning conditions is separately defined for each Boost and at full discretion of ZLW.
Loyalty program (only available in certain regions)
In certain regions you may have access to a (branded) loyalty program. Such loyalty program is offered to
you by or jointly with a third party and made available through the Platform and/or the third party
platform. Before you join any such loyalty program, you will always receive separate terms and conditions
that explain the details of how it works.
Any loyalty program and the associated rewards or points have no monetary value and cannot be
exchanged for cash or transferred to another user's account.
If you have any questions or complaints regarding the availability, validity and/or management of a loyalty
program provided to you through the Platform, please contact us at support.livewell@zurich.com.
Local access restrictions
The Platform is not directed to any person in any jurisdiction where (by reason of that person's nationality,
residence, citizenship or otherwise) the availability of this Platform and its content is contradictory to local
laws or regulations. Persons with respect of whom such restrictions or prohibitions apply must not use the
Platform.
You are using the Platform on your own initiative and declare being of age and also otherwise entitled to
enter into legally binding agreements.
General disclaimers
We are committed to constantly improving and developing the Services and reviewing the costs involved
in providing them. Therefore, subject to the requirement to give prior notice of certain changes to ZLW
Rewards (as set out above), the Services may change, also without prior notice. Further, any part of the
Services may be suspended (permanently or temporarily) without prior notice.
We will try our best to make sure that the Platform is accurate, up-to-date and free from bugs, but we
cannot promise that it will be and you are responsible for putting in place your own internet security and
safety measures.
EXCEPT AS STATED IN THESE TERMS AND CONDITIONS, THIS PLATFORM AS WELL AS THE MATERIAL
AND INFORMATION ON THE PLATFORM ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT
WARRANTIES OF ANY KIND, EITHER EXPRESSED OR IMPLIED. ZLW, TO THE FULLEST EXTENT PERMITTED
BY LAW, DISCLAIMS ALL WARRANTIES, CONDITIONS, AND TERMS IMPLIED BY STATUTE, GENERAL LAW
OR CUSTOM, INCLUDING BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE.
NO REPRESENTATION OR WARRANTY IS MADE REGARDING CONTENT, FUNCTIONALITY, LINKS, OR
COMMUNICATIONS AND NO REPRESENTATION OR WARRANTY AS TO DEFECTS OR ERRORS OR
CORRECTION OF THE SAME, COMMUNICATION INTERRUPTIONS OR INTERCEPTIONS OR AVAILABILITY
OF DATA, OR THE ABSENCE OF VIRUSES OR OTHER HARMFUL COMPONENTS ARE MADE.
Our goal is to provide helpful and accurate information on the Platform, but as stated above, we make
no endorsement, representation, or warranty of any kind about any information on the Platform.
All information provided on the Platform is under the condition and understanding of it NOT
being interpreted or relied on as medical, health, financial, investment or other professional
advice or as advice on specific facts or matters. If you rely on information provided by the Platform,
you choose to do so at your own risk.
The Platform provides you with various health, wellbeing, financial and similar information (the
“Information”). Although all reasonable steps have been taken to ensure that Information contained on
the Platform is accurate, safe, and up-to-date, no representation or warranty, express or implied, is made
by ZLW as to the accuracy or completeness of the Information and ZLW accepts no liability for any
damage that may result directly or indirectly, from the use of the Information. The Platform does not
provide investment advice or other personal consulting services. The Platform is not a medical
device and shall not be used for medical purposes (such as diagnostic, monitoring, prediction of
a disease). The contents on the Platform are intended for informational purposes only and in
particular, do not act as a substitute for seeking medical advice, diagnosis, and treatment from
a health or medical professional.
Limitation of liability
Subject to the limitations in these Terms and Conditions, neither ZLW, nor any member of the Zurich
Group, is liable for any cost or damages, including any direct, indirect, special, incidental, or
consequential damages (including without limitation any direct or indirect loss of profits or revenue, loss
of anticipated savings, loss of or damage to data or loss of goodwill), arising out of or in connection with
the access or use of, or the inability to access or use the Platform or any of its functions or features,
including in connection with any information, data, text, images, or other material accessible through the
Platform or any website linked to or linking into the Platform.
Further, we will not be liable for any loss or damage caused by a virus, distributed denial-of-service
attack, or other technologically harmful material that may infect your computer equipment, computer
programs, data or other proprietary material due to your use of the Platform or to your downloading of
any content on it, or on any website linked to it.
In case you have access to ZLW Rewards, ZLW remains unrelated to any dispute that may arise between
you and the reward providers and/or any other third party in relation to the use of the rewards. By
participating in ZLW Rewards and redeeming and using rewards earned via ZLW Rewards, you discharge
ZLW from all claims, damages or liability, arising directly or indirectly out of your participation in ZLW
Rewards.
The laws or regulations of some countries, states or jurisdictions do not allow the exclusion or limitation
of liability for certain losses or damages. If such local laws or regulations apply to your use of the
Platform, ZLW’s liability shall be limited to the fullest extent permitted under such applicable laws or
regulations.
Nothing in these Terms and Conditions is intended to exclude our liability for: (a) death or personal injury
caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any matter for which it would be
illegal for us to limit or exclude our liability.
For German residents only: In the event of slight negligence, ZLW shall be liable only for breaches of a
material contractual obligation, or “cardinal duty”.
“Cardinal duty” is an obligation where the fulfilment of the obligation makes the implementation of this
contract possible in the first place, and therefore on which you may generally rely. In the event of
a breach of a “cardinal duty”, our liability to you shall be limited to the typical, foreseeable damages.
Intellectual property
"LiveWell" (fig.) is a registered trademark of Zurich Insurance Company Ltd that has granted a license to
ZLW. Except as indicated otherwise, all intellectual property, especially copyright and trademark rights,
and similar rights in the information, text, graphic images, logos, features or functions, and layout
(including the "look and feel") contained on the Platform are the exclusive property of ZLW or the
property of third-parties that have granted ZLW the applicable license, and may not be copied,
reproduced, posted, transmitted or distributed, in whole or in part, in any form (electronic or written)
without first having obtained ZLW’s express written consent (except for the below).
Nothing on the Platform should be construed as granting a license or any other right to use any
copyrights, trademarks or logos. Moreover, the downloading or printing of any materials on the Platform
will not result in the transfer, explicit or implied, of any rights. You may, however, download or print any
content on the Platform for personal, non-commercial use only, provided you do not remove any
copyright or other proprietary right notice.
The copyright in some documents and other material available on the Platform may belong to third
parties and such documents and other material have been produced on the Platform with the permission
of the third-party copyright owners. You must check copyright notices on or in respect of such
documents or material.
Privacy
The privacy of your personal information is important to us. Any personal information that you provide to
us will be dealt with in accordance with our Privacy Notice (available on the Platform), which explains
what personal information we collect from you, how and why we collect, store, use, share and delete
such information, your rights in relation to your personal information and how to contact us and
supervisory authorities if you have a query or complaint about the use of your personal information.
For Australian residents only: By accepting these Terms and Conditions, accessing the Platform or using
our Services, you acknowledge that you have read and consent to the terms of the separate Privacy
Notice (available on the Platform), which are incorporated into these Terms and Conditions by reference.
The Platform also uses cookies and similar technologies. Please see our Cookie Policy (available on the
Platform) for more details of how we use cookies and similar technologies.
User conduct
Access to the Services requires a personal account. You declare and accept that you shall: (i) provide
accurate, up-to-date and complete information when registering, logging in and/or subscribing to a
Service (“Registration Details”), if applicable; (ii) keep your password and other identification credentials -
as applicable - secret; (iii) keep your Registration Details and any other information provided constantly
updated, complete and accurate.
Your registration is personal and only valid for you and you must keep such information confidential and
not disclose them to any other person. We will be entitled to treat any action carried out through your
account as being carried out by you.
You are solely responsible for keeping your password secret and for its use and shall assume all risks
regarding your password. You must notify us immediately if you have reason to believe that your account
details may have been compromised or used by any other person.
You accept all obligations and responsibilities for any device, or for the repair, maintenance or correction
of such device necessary to access or make use of any part of the Platform.
When accessing or making use of any part of the Platform, you may not:
• Post or transmit any unlawful, threatening, abusive, libelous, defamatory, obscene,
pornographic, profane or otherwise objectionable information or content of any kind, including
without limitation any transmissions constituting or encouraging conduct that would constitute a
criminal offense, give rise to civil liability or otherwise violate any national or international law;
• Post or transmit any information or software which contains a virus, worm, trojan horse or other
harmful component;
• Interfere with the functioning of the Platform or restrict or inhibit any other user from using the
Platform;
• Post, publish, transmit, reproduce, distribute or exploit any information, software or other
material obtained through the Platform for commercial purposes without the prior written
consent of ZLW;
• Post or upload content to the Platform, in which you do not own the respective rights; or
• Attempt to damage the Platform or undermine its operation.
You will indemnify ZLW for any costs or damages that ZLW incurs as the result of any such inappropriate
content per the above being uploaded by you.
Non-Compliance with Terms and Conditions
We reserve the right to initiate, at our sole discretion, one or a combination of the following measures in
case a breach of any of these Terms and Conditions:
• Disabling your password or other identification credentials;
• Removing any uploaded information or content (e.g. photos) that violate these Terms and
Conditions.Immediate, temporary suspension or permanent withdrawal of the right to access the
Platform; or
• Initiation of legal proceedings.
The measures in case of a breach of any of these Terms and Conditions are not limited to the actions
listed above. ZLW reserves the right to take any other measure in accordance with these Terms and
Conditions and/or statutory law.
Suspension/Interruption
Access to the Service may be temporarily suspended, including without prior warning, if any system errors
are detected, urgent assistance or maintenance work is required or for any other reasons beyond our
reasonable control. We also reserve the right to interrupt access to the Service at any time, including
without prior warning, if these Terms and Conditions and/or the conditions for the provision of the
Service are breached.
External services
On the Platform you may have access to services and websites that ZLW does not own or operate
(referred to below as ‘external services’).
We are not responsible for examining or evaluating the content or accuracy of these external services and
have no control over external services. We may not be held liable for the services, content of information
or websites linked. We may not be held liable for any financial or physical damage that you may incur as
a result of, or in connection with, the use of such websites or resources. Before using them, make sure
you have read and agree to the terms on which they are being offered to you including the way in which
they may use your personal information.
Your browsing and interaction on any other website or your use of other services, including websites and
services which have a link to or from our Platform, is subject to that operator’s own rules and policies. In
particular, third party websites will process your personal information in accordance with their own
privacy notices. Please read all applicable third party policies and terms and conditions before proceeding.
Applicable law and jurisdiction
Except to the extent expressly provided in the following paragraph, the Platform and any controversy or
claim in connection with it is governed by the substantive laws of Switzerland, without reference to its
principles of conflicts of laws. The non-exclusive place of jurisdiction is Zurich (City), Switzerland.
Notwithstanding the foregoing, you retain the benefit of any mandatory protections given to you by the
laws of the country in which you live, which also means that in this case you may bring a claim in the
courts of the country in which you live, or before an alternative dispute resolution body. For example, if
you are a resident of any European Union country or the United Kingdom the governing law and forum
shall be the laws and courts of your usual place of residence.
Changes to the Terms and Conditions
Subject to the requirement to give prior notice of certain changes to ZLW Rewards (as set out above), we
reserve the right to update and change the Terms and Conditions from time to time at our sole
discretion. Any changes we may make to the Terms and Conditions will be made available to you by
appropriate means, for example, through the Platform and, where required by applicable law, we will
obtain your consent. If you continue to use the Platform after we make such changes, you will be
deemed to have accepted any variation to these Terms and Conditions. If you do not agree to such
variations, we ask that you do not use the Platform.
Contact us
You may contact us at support.livewell@zurich.com or at our mailing address:
Zurich LiveWell Services and Solutions Ltd
Attn: Legal Department (Terms of Service)
Talstrasse 83
8001 Zurich
Switzerland
Last updated: April 2024
Country / user specific information
Argentina – The following only applies to users that are a customer of Zurich International Life Limited,
Argentina Branch (e.g. if you hold an insurance policy) and are part of the member group "Zurich
Argentina" in the Platform (see "My Groups" in the Platform).
The Platform is owned by Zurich LiveWell Services and Solutions Ltd, Talstrasse 83, 8001 Zurich,
Switzerland, CHE-155.782.803 ("ZLW"), and is operated by the same, and is provided to you by Zurich
International Life Limited, Argentina Branch ("Zurich", "ZLW", "we", or "our").
Please note that when setting up your account, you will instruct ZLW to share with Zurich International
Life Limited, Argentina Branch, the information regarding the activation of your account.