Growth Lab Terms of Use

Terms of Use

Date: 24/09/2024

These Terms of Use ("Terms") govern your access to and use of the website [www.hellogrowthlab.com](http://www.hellogrowthlab.com) ("Site") and all services, content, programs, and AI-powered tools (collectively, the "Services") provided by Growth Lab Ltd ("Growth Lab," "we," "us," or "our").

By accessing or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Services.

1. Use of Services

You agree to use our Services only for lawful purposes and in accordance with these Terms. You must be at least 16 years old or have verifiable parental consent to use our Services.

Prohibited use includes, but is not limited to:

Using Services for spamming, phishing, or distributing malware
Attempting to reverse-engineer or copy any part of our platform
Impersonating another user or coach
Sharing account access with unauthorized users

We reserve the right to suspend or terminate your account if you breach any of these Terms or use the Services in a manner that may harm Growth Lab, other users, or third parties.

This document also includes our Privacy and Cookie Policy to provide full transparency regarding data usage, analytics, and your rights.

2.1 AI Coach, Ask an Expert & Assessments

Growth Lab’s NOVA AI includes two models: the AI Coach (for reflective coaching conversations) and Ask an Expert (for practical, advice-oriented guidance across areas of the Wheel of Life).

These models are powered by large language models (LLMs) and integrate with supporting tools (e.g., AWS, OpenAI, Google, Eleven Labs). While designed to simulate realistic coaching, NOVA AI is not a human coach and may generate errors or incomplete insights.

To provide a personalized experience, NOVA may access and use:

Responses to assessments (e.g., Wheel of Life, Coaching Profile, Burnout Checker)
Transcripts from AI coaching conversations
Notes, tags, or insights submitted by you
Wearable or wellbeing data (e.g., sleep, steps, HRV), if provided

Disclaimers:

The CBI Burnout Checker is based on validated wellbeing tools and intended for self-reflection only. It does not provide medical or psychological diagnosis.
The Wheel of Life Assessment is a self-awareness tool, not a professional evaluation.
The Coaching Profile (values, personality, strengths) is used for personalization only and does not replace certified psychometric testing.
Ask an Expert provides general advice and insights but is not licensed professional advice (medical, financial, psychological, or legal). You should consult a qualified professional in those areas before making decisions.

Growth Lab may update NOVA AI and underlying models over time. Continued use constitutes acceptance of these updates.

2.2 Fair Use and Rate Limiting

To ensure fair use and protect service availability, Growth Lab may implement rate-limiting measures or require upgraded plans for users with high-frequency or excessive system usage. These measures are in place to maintain platform reliability and user experience for all participants.

3. Payment, Subscription, and Cancellation

Payment Terms
Payments for services, subscriptions, and digital products are non-refundable except where required by law. Payment plans are available for select services and must be adhered to as agreed.

Growth Lab reserves the right to update service pricing, including subscription fees and coaching rates, with at least 30 days’ notice to users via email or platform notifications.

Subscription Management
Users may upgrade or downgrade their subscriptions at any time. Changes will apply to the next billing cycle.

Cancellations require a minimum 7-day notice prior to the next billing period. Late cancellation may result in charges for the upcoming cycle.

Session Cancellation Policy
Coaching sessions canceled with less than 24 hours’ notice will be charged in full.

NOVA AI Membership UsageMembership minutes or credits for NOVA AI (AI Coach or Expert) are valid only for the current billing cycle. Unused minutes do not roll over to the next month and will expire at the end of the billing period.

Account Termination by User
You may cancel your account and stop using our Services at any time by contacting info@hellogrowthlab.com. Upon request, your personal data will be deleted in accordance with Section 8.

4. Global Data Protection Compliance

Growth Lab is committed to operating in a privacy-conscious and user-first manner. We are actively working toward alignment with key global privacy standards, including the General Data Protection Regulation (GDPR – EU/UK), California Consumer Privacy Act (CCPA – US), and the Australian Privacy Act (AUS).

While Growth Lab is not formally certified as GDPR-compliant, we are taking steps to implement appropriate data protection policies, transparency measures, and user controls consistent with GDPR principles.

We currently process personal data under the following lawful bases where applicable:

Consent (opt-in required where appropriate)
Contractual obligation (for paying customers)
Legitimate interest (product improvement, user support)

5. Your Rights and Choices

You may:

Update or correct your personal profile information
Request deletion (“right to be forgotten”)
Withdraw consent
Object to or restrict processing
Request data portability (where applicable)
Request human review of automated outcomes

Growth Lab may use anonymized, de-identified data for the purpose of improving services, analyzing impact, and showcasing aggregate results. Where explicit testimonials or success stories are used for marketing purposes, consent will be requested in writing. You may withdraw your consent at any time.

Email: info@hellogrowthlab.com

6. Automated Processing and AI

The AI Coach may use past conversation context, assessment scores, watch data, and program participation to simulate a real coach-client journey. While this enhances personalization, no legal or critical decisions are made solely by automation.

You have the right to:

Request human review
Challenge an outcome
Opt out of personalization at any time

7. International Data Transfers

Your data may be transferred to servers in New Zealand, the United States, and other jurisdictions. We use safeguards such as:

Standard Contractual Clauses
ISO-certified data processors (where applicable)

8. Data Retention and Deletion

We retain your information only as long as necessary to:

Deliver services
Fulfill legal and contractual obligations
Support coaching continuity

You may request deletion of your account and associated data at any time. Data may be anonymized for research and analytics purposes.

9. Security Practices

You are responsible for maintaining the confidentiality of your login information and any activity under your account. Growth Lab is not responsible for any loss or damage resulting from unauthorized access caused by your failure to secure your account.

We use industry-standard tools and practices, including:

Encryption at rest and in transit
Access logging and secure authentication
Tools: AWS, OpenAI, Eleven Labs, Make.com, Wix, GSuite, and others
Human access to data is minimized and controlled

While we implement industry-standard security measures, no system is 100% secure. Growth Lab cannot guarantee that unauthorized access, hacking, data loss, or other breaches will not occur. By using our Services, you acknowledge and accept this risk. To the extent permitted by law, Growth Lab shall not be liable for any damages or losses resulting from unauthorized access to your data or account.

Where specific compliance certifications such as SOC 2, ISO 27001, GDPR, or other frameworks are contractually required by a client or partner, Growth Lab will make reasonable efforts to comply and can provide supporting documentation or commitments within 31 days of written notice.

While Growth Lab takes reasonable steps to secure your data, we cannot guarantee against accidental deletion, loss, hacking, or system failure. Users are responsible for maintaining their own backup copies of any uploaded data (e.g., assessment results, coaching notes, or profile documents). Growth Lab is not liable for any loss of data, corruption, or unauthorized access beyond what is required by applicable law.

10. Third-Party Services

Growth Lab uses trusted third-party platforms and tools to operate and deliver our Services effectively. These include infrastructure, automation, communication, analytics, design, and AI service providers.

We ensure all vendors meet reasonable privacy and security standards. Growth Lab may update, replace, or remove service providers as needed to maintain functionality, compliance, and user experience.

For more information on how we manage data sharing and vendor relationships, please review our Privacy Policy.

11. Children’s Data

We do not knowingly collect data from individuals under 16 without verifiable parental or guardian consent. If we learn we’ve collected such data, it will be deleted immediately.

12. Breach Notification

In the event of a data breach, we will:

Notify users within 72 hours if there is a risk to personal data
Comply with applicable regulator reporting obligations
Take appropriate remediation steps

13. Intellectual Property

All Growth Lab content (including AI-generated content, videos, designs, brand elements, and lesson material) is owned or licensed by Growth Lab. You may not reuse, resell, or redistribute this content without written permission.

14. Disclaimer and Limitation of Liability

The NOVA AI Coach and Ask an Expert provide educational and developmental guidance only. They are not substitutes for professional licensed advice in medical, financial, legal, or psychological domains. You should always seek the advice of qualified professionals before making decisions in those areas.

Growth Lab does not guarantee specific outcomes from coaching, assessments, or use of NOVA AI. Your progress depends on your own engagement, consistency, and actions. AI outputs may contain inaccuracies, omissions, or errors, and should be treated as guidance, not fact.

The following tools are intended for self-reflection and personal development purposes only:

CBI Burnout Checker – for wellbeing awareness, not clinical diagnosis.
Wheel of Life Assessment – for clarity and balance reflection, not professional evaluation.
Coaching Profile – for personalization of sessions, not certified psychometric testing.

To the extent permitted by law, Growth Lab disclaims liability for damages resulting from reliance on Services, including AI-generated content, wellness insights, or data loss.

Growth Lab’s maximum aggregate liability arising from Services shall not exceed the total amount paid by the user in the preceding 6 months, where applicable.

15. User Conduct and Community Guidelines

Users are expected to maintain professionalism, respect, and integrity when interacting with Growth Lab staff, coaches, other users, or within community spaces.

Harassment, discrimination, abuse, or malicious behavior will result in account suspension or termination. Growth Lab reserves the right to remove access to any user violating these principles.

16. Changes to Terms

We may update these Terms occasionally. Continued use of the Services after changes are posted indicates acceptance. Major updates will be communicated directly to users via email or in-platform messaging.

17. Coaches and Contractor Terms

Growth Lab works with independent contractors to provide coaching services. These coaches are not employees of Growth Lab and are responsible for maintaining their own professional standards of practice. While Growth Lab is no longer formally aligned with the International Coaching Federation (ICF), we continue to uphold comparable ethical principles, which are included in our coach contracts.

To ensure coaching quality and support professional development, coaches may reflect on sessions with other qualified Growth Lab coaches, mentors, or supervisors. This is done solely for developmental purposes and without disclosing any personally identifiable information about the client (such as name, location, or sensitive identifiers). All such discussions maintain strict confidentiality and respect for client privacy.

Coaches are contractually required to:

Maintain confidentiality of client content
Refrain from storing or transmitting personal data outside approved systems
Only discuss sessions in anonymized form for professional reflection and peer support

Growth Lab is not responsible for individual coaching decisions but enforces policies to support quality, ethics, and client protection across all coach engagements.

Coaches are independent contractors and not authorized to make commitments on behalf of Growth Lab. Growth Lab shall not be liable for any personal advice or actions taken independently by contractors outside the scope of agreed services.

All coaches are expected to carry their own professional liability insurance and maintain any legal, ethical, or professional certifications relevant to their practice.

Important Note:
Coaching provided by Growth Lab is not therapy, consulting, or medical advice. Coaches do not diagnose conditions or prescribe treatment. Coaching is a developmental process focused on awareness, growth, and performance. If you require therapeutic or medical support, we encourage you to consult a licensed healthcare professional.

Refund and Dispute Resolution:

Any refund requests or service disputes between clients and coaches (independent contractors) will be reviewed and mediated by Growth Lab. Growth Lab will assess the context and make the final decision in the interest of fairness and all parties involved. By engaging in our coaching services, you agree to abide by Growth Lab’s final determination in such matters.

AI-based tools supplement but do not replace human coaching or professional licensed services. Growth Lab coaches are independent contractors and not authorized to provide medical, therapeutic, or legal advice. If you require professional or clinical support, you must consult a qualified practitioner.

18. Disclaimer on Third-Party Tools

The list of third-party tools and services provided above is representative of our current integrations. Growth Lab reserves the right to update, replace, or remove these tools as needed to maintain functionality, compliance, and security. Inclusion in this list does not create an obligation to continue using any specific vendor. We recommend that you review our Terms periodically for any updates.

19. Cookies, Analytics, and Tracking

Growth Lab uses cookies and similar technologies to enhance your browsing experience, analyze site traffic, deliver personalized content, and support service functionality.

These may include:

Essential cookies for platform operation and user login
Performance cookies (e.g. via Wix Analytics) to understand engagement and improve site experience
Email tracking pixels used in Wix mailers to measure open rates and optimize communication
Marketing cookies to support remarketing and campaign effectiveness

By continuing to use our website or clicking “Accept” on our cookie banner, you agree to the use of such cookies in accordance with our Terms of Use.

You can adjust your cookie preferences at any time by clicking the “Settings” option on the banner or managing your browser settings.

For more information on data practices, please see our Privacy Policy (linked here for real site use).

20. Force Majeure

Growth Lab shall not be liable for any delay or failure in performance due to causes beyond its reasonable control, including but not limited to acts of God, war, terrorism, pandemics, power outages, failure of internet services, or government restrictions.

21. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of New Zealand. Any disputes arising from or relating to these Terms shall be resolved through arbitration or mediation, in accordance with New Zealand legal procedures.

22. Contact Us

For legal, privacy, or technical inquiries:

Growth Lab Ltd
info@hellogrowthlab.com
Christchurch, New Zealand
www.hellogrowthlab.com

Growth Lab is committed to making our terms and policies understandable and accessible. If you need assistance interpreting this agreement, contact us and we’ll be happy to help.