PiViva Terms of Service

Version 2026-10-04, published 4 October 2026 at 12:12.

Version 2.01. Effective from 4 October 2026.

These Terms are the agreement between you and PiViva Ltd when you use PiViva. The short version comes first. The full Terms follow, and where the two differ, the full Terms are the ones that count.

The short version

PiViva is for adults living in the United Kingdom. You must be 18 or over, and the account must be yours alone.
PiViva is coaching and personal development. It is not therapy, medical care or an emergency service.
Viv is an AI. Viv can be wrong. Please use your own judgement, especially on anything important.
What you create is yours. You let us store and process it only to run PiViva for you.
Coaches are independent. We introduce you. Any sessions and payment are arranged between you and the coach.
Paid plans renew until you cancel. You can cancel at any time in the app, and you keep access to the end of the period you have paid for.
You choose when a new plan starts: straight away, or in 14 days with nothing charged until then. Either way you have 14 days to change your mind, and your other consumer rights always apply.
You can delete your account at any time. Deletion is immediate and can't be undone.
If you are struggling: Samaritans, free, on 116 123 at any time, or 999 in an emergency.

1. About these Terms

These Terms apply to your use of PiViva, on the web and on mobile, including the coaching tools, the AI companion Viv, Report Room, the learning library and the coach directory (the "Service"). The Service is provided by PiViva Ltd, a company registered in England and Wales under company number 17357455, with its registered office at 60 High Street, Wimbledon, London, SW19 5EE ("PiViva", "we", "us").

By creating an account, you agree to these Terms. We record which version you accepted and when.

Our Privacy Notice explains how we handle your personal data. Please read it too. It sits alongside these Terms and describes what we do with your data.

2. Words we use

"Your content" means anything you create, write or upload in the Service.
"Coach" means an independent professional listed in the PiViva coach directory.
"Minor" means anyone under 18.

3. Who can use PiViva

3.1 Age

You must be 18 or over to create an account and use PiViva.

3.2 Where you live

PiViva is currently open to people who live in the United Kingdom. We ask where you live when you sign up.

3.3 What you confirm

When you create an account, you confirm that you are 18 or over, that you live in the United Kingdom, that the date of birth you have given us is correct, and that the account is for you and nobody else.

3.4 No accounts for children

PiViva is not designed or offered for anyone under 18. A parent or guardian may not create an account for a child, and you must not let anyone under 18 use your account. Coaches in the directory are not engaged by PiViva to work with children or young people.

3.5 If we think an account belongs to someone under 18

This can come to our attention from the date of birth given at sign-up, from something said in the Service, including to Viv, from a report made to us, or from our own checks.

If it does, we pause the account straight away while we look into it, and we may ask you to confirm your age. To ask us to lift a pause, write to safeguarding@piviva.com. We aim to reply within two working days.

If you confirm that you are 18 or over, we lift the pause and your account and any subscription carry on as before. A subscription keeps running while an account is paused, and we don't refund the paused period.
If we are not satisfied that you are 18 or over, we close the account and delete what is in it, as our Privacy Notice explains. If a paid subscription is running, we cancel it and refund everything paid on that account in the previous 12 months, with no cancellation fee.

Nothing in these Terms limits any right a person under 18, or their parent or guardian, has under the law on contracts made by minors.

If you believe an account belongs to someone under 18, write to safeguarding@piviva.com.

4. Your account

Keep your sign-in details to yourself. You are responsible for what happens under your account.
If you think someone else has got into your account, tell us straight away at support@piviva.com.
You can switch on two-step verification in Settings. We recommend it.
You can delete your account at any time from Settings. Deletion is immediate and can't be undone, so export anything you want to keep first. Deleting your account also cancels any subscription on it (see section 9.5 on refunds).

5. The Service

PiViva gives you a set of structured self-coaching tools, the AI companion Viv, Report Room for reports you have had prepared elsewhere, a learning library, and a directory of independent coaches. What is included depends on your plan.

We will keep developing PiViva, so features will be added, changed and sometimes removed. We will act reasonably, and we will give you reasonable notice of any change that materially affects what you are paying for. If we remove a feature you subscribed for, section 9.5 sets out what happens.

6. Viv

Viv is an artificial intelligence. Viv is not a person, a coach, a therapist, a counsellor or a medical professional. We say so at the top of every conversation.
Viv can be inaccurate, can miss things, and can be out of date with your account. Use your own judgement, and don't rely on Viv as your only source of guidance on anything important.
Viv doesn't diagnose, and doesn't give medical, legal or financial advice.
Viv reads your tools only if you switch that on, and you can switch it off at any time in Settings. Viv can read your Report Room reports because you agree to that for each report when you upload it. The Privacy Notice explains exactly what Viv can read in each case.
Viv can read. Viv can't create, change, delete or move anything in your account.
You choose whether Viv is presented to you as Vivienne, Vivian or Viv. That changes the name and voice only.
There is a fair-use limit on how many messages you can send Viv each month, which depends on your plan. We tell you when you are getting close.

7. Report Room

Report Room is for occupational and personality reports, such as psychometric profiles, leadership assessments and earlier coaching reports. Please don't upload medical or clinical records.

Your consent for each report. Before you upload a report, you agree to PiViva storing it and using AI to read and analyse it for you, including Viv reading it and talking it through with you. If you don't want a report read by AI, please don't upload it.
What you are entitled to upload. You confirm that you are entitled to hold and upload each report. Reports often contain other people's views of you, and you are responsible for uploading them only for your own development and for sharing with your own coach.
Your allowance. Your plan sets how many reports you can upload each month. An upload counts when you make it, so deleting a report doesn't give the upload back.
Deleting a report removes it and everything made from it, including its readings and any shares with a coach.
Readings are produced by AI. They can be wrong or incomplete, and they are no substitute for a debrief with a qualified practitioner.

8. Coaches

Coaches in the directory are independent professionals. They are not our employees or agents. We introduce you, and we are not a party to any coaching relationship between you.
We check each coach's qualifications, insurance and declarations before listing them.
A coach connects with you by accepting your request. After that, you can share tools, entries, reports and readings with them, one item at a time. For a report, a coach can see its reading and preview the file, but can't download it.
What you share is always your choice. You can stop sharing any item at any time, and the coach loses access straight away. Stopping can't undo what a coach has already read.
Any coaching sessions, and any payment for them, are arranged directly between you and the coach, outside PiViva. The coach sets their own terms, fees and cancellation policy. We don't take or hold session fees and can't refund them.
Each coach is responsible for their own advice, conduct and service. We don't guarantee any outcome from working with a coach.

9. Subscriptions, billing and cancelling

9.1 How subscriptions work

Some or all of the Service needs a paid plan. Plans and prices are shown before you buy.
Plans are paid in advance, monthly or annually, through Stripe. By subscribing, you authorise us to charge your payment method at the start of each period until you cancel.
We give you reasonable notice before a price changes, and a new price never applies to a period you have already paid for.
We remind you before an annual plan renews. If we offer a free trial, we remind you before it becomes a paid plan.
If a payment fails, we tell you and give you time to put it right before your access is reduced.
If you change plan part way through a period, the difference is worked out for the days left, and we show you the amount before you confirm.

9.2 Your rights by law

Nothing in these Terms takes away your legal rights as a consumer. Two are especially relevant.

The Consumer Contracts Regulations 2013 give you 14 days to cancel a new contract, from the day you enter it. Where you ask for the Service to start straight away, you pay for what you have had if you then cancel, as section 9.3 explains.
The Consumer Rights Act 2015 requires the Service to be of satisfactory quality, fit for purpose and as described. If it isn't, you are entitled to have it put right or, if we can't, to a price reduction or refund. This right lasts well beyond 14 days, and nothing you agree to when you buy affects it.

9.3 The 14-day right to cancel

When you subscribe to a new plan, you choose one of two options before you pay. Neither is chosen for you, and you can't continue until you have chosen one.

Start straight away. You confirm: "I want my access to start straight away. I understand that if I cancel within 14 days, I pay for the days I have had." Your plan starts as soon as you pay. If you cancel within 14 days, your plan ends at once and we refund what you paid, less a charge in proportion to the time you had access.
Start in 14 days. You confirm: "I do not want my access to start straight away. I understand that it starts on [the date shown], that I can cancel before then without paying anything, and that if I do not cancel, the first payment is taken and my plan starts on that day." Nothing is charged before that date, and until then you have the free plan. You can cancel before then without paying anything, or start sooner at any time with "Start my plan now", which takes the first payment then.

We email you to confirm your plan, its price and the choice you made, in the words you saw.

9.4 How to cancel

In the app, with "Cancel subscription" under Subscription in Settings. It takes no more steps than subscribing did, and before you confirm, it tells you when your plan ends and any refund.
Through the billing portal linked from your account.
By emailing support@piviva.com.

When you cancel in the app or the billing portal, we email you to confirm straight away. When you cancel by email, we confirm by email within one working day. If you haven't had a confirmation, please assume the cancellation hasn't gone through and let us know.

When you cancel, no further payments are taken, and you keep access until the end of the period you have paid for. The exceptions are in section 9.5: a plan that has not started yet, and a plan cancelled within 14 days of starting it straight away, end when you cancel.

9.5 Refunds

You cancel a new plan before its start date. What you get back: Nothing has been charged, so there is nothing to refund. The plan does not start.
You cancel within 14 days of starting a new plan straight away. What you get back: What you paid, less a charge in proportion to the time you had access. The plan ends when you cancel.
You cancel, or delete your account, after 14 days. What you get back: No refund of the current period. With a cancellation, access continues to the end of it and nothing more is charged.
We close your account because it belongs to someone under 18. What you get back: A full refund of everything paid in the previous 12 months, with no cancellation fee.
We pause your account while we check your age, and you are 18 or over. What you get back: No refund for the paused period. The account and subscription carry on.
We suspend or close your account because you broke these Terms. What you get back: No refund of the current period.
We stop providing the Service, or remove a feature you subscribed for. What you get back: A refund of the unused part of the period.
The Service isn't as described and we can't put it right. What you get back: A price reduction or refund, under the Consumer Rights Act.
A significant outage. What you get back: Looked at case by case. Where a paid feature was unavailable for a material part of a billing period, we offer a credit or partial refund.
You forgot to cancel an annual plan. What you get back: Get in touch. If it has only just renewed and you haven't used PiViva since, we will refund it.

9.6 One-off purchases

Some things can be bought once rather than by subscription, such as access to a single tool or an audio track. They are supplied as soon as you pay, so before paying you confirm: "I want this straight away, and I understand that I lose my right to cancel once it has been supplied." Once it is supplied, the 14-day right to cancel ends for that purchase. Your rights if it is faulty or not as described are not affected. We email you to confirm each purchase.

One-off purchases aren't refunded when you cancel a subscription, and they stay yours while your account is open.

10. Your content

You own your content.
You give us permission to host, store, process and display your content only for the purpose of providing the Service to you, including sending it to our AI provider where a feature needs it, as the Privacy Notice explains.
We don't use your content to train AI models, and neither does our AI provider.
You can export or delete your content at any time.
You are responsible for your content, including anything about another person.

11. Using PiViva responsibly

11.1 What you must not do

Use PiViva for anything unlawful, or in a way that infringes anyone else's rights.
Give false information about who you are, how old you are or where you live.
Share your account, or let anyone else use it.
Try to get into another person's account, a coach's information, or any part of the system that isn't yours.
Reverse engineer, scrape, overload or interfere with the Service, or get round any access control, limit or check.
Introduce anything malicious, or use PiViva to spread it.
Resell or commercially exploit access to PiViva without our written agreement.

11.2 Content

You must not upload, write or share content that:

is abusive or hateful, or meant to harass, threaten or humiliate someone;
sexualises children in any way. We report this to the authorities;
encourages someone else towards suicide, self-harm or disordered eating, or gives instructions for them;
infringes someone else's copyright, trade mark or other rights; or
contains someone else's personal information that you have no right to share.

11.3 Using Viv

Viv runs on AI models provided by Anthropic, and their usage rules apply to how PiViva is used. You must not use Viv to:

create content that sexualises children, or any other unlawful content;
produce material meant to deceive, defraud or manipulate other people;
get instructions for harming yourself or anyone else;
extract Viv's instructions, or push Viv to behave outside the limits we have set, which are there to keep people safe; or
automate access to the AI model, or use PiViva as a route to a general-purpose AI service.

11.4 Talking about difficult things

You can always write about what is true for you. That includes being in pain, wanting to die, self-harm, and abuse you have suffered. PiViva is a place to reflect, and none of section 11 stops you doing that.

11.5 If these rules are broken

Usually we will tell you what the problem is and ask you to stop. If a breach is serious, or waiting would put someone at risk, we may suspend or close your account without notice. We will tell you why, unless doing so would put someone at risk. Where content is unlawful, we may report it to the police or another authority.

12. Health, safety and crisis support

PiViva is a coaching and personal development service. It is not a clinical, therapeutic or emergency service, and it is no substitute for medical advice, diagnosis, therapy or the emergency services. Nobody watches conversations as they happen, and we can't step in during an emergency.

Every message to Viv is checked for signs that the person writing may be at risk of serious harm. If something is flagged, you are shown where to get help straight away, and a member of our team reviews it, usually within two working days. We will never close or restrict your account because you have told us you are struggling.

If you are in crisis: call Samaritans free on 116 123, at any time, or call 999 in an emergency.

13. Our intellectual property

PiViva, including its name, the design of the tools, Viv and the software behind it, belongs to us or is licensed to us. You may use it as part of the Service. Nothing in these Terms gives you any other right to use our name or brand.

14. Reporting content that infringes your rights

If you believe something in PiViva infringes your rights, write to legal@piviva.com and include:

your name and how to contact you;
what right you hold, and enough to show you hold it;
what the material is, and where you believe it is;
a statement that you believe in good faith the use is not authorised; and
a statement that the information you have given is accurate.

We will acknowledge your notice within 2 working days, assess it within 10, and tell you the outcome within 20. If it is well founded, we will remove or disable access to the material and tell the person who uploaded it, unless the law prevents us.

Members' documents are private, and we don't search through them on the strength of a general description. We only disclose who uploaded something when a valid court order requires it.

If we have removed something of yours and you think we got it wrong, write to legal@piviva.com and we will look at it again.

15. What we are responsible for

The Service is provided as it is and as available. As far as the law allows, we don't promise that it, or anything Viv or Report Room produces, will be accurate, complete or suitable for a particular purpose.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law of England and Wales doesn't allow us to exclude or limit. Nothing in these Terms affects your legal rights as a consumer.

Subject to that, our total liability to you in connection with these Terms, however it arises, is limited to the greater of £100 and what you paid us in the 12 months before the event that led to the claim. We are not liable for loss that was not reasonably foreseeable, or for loss of profit, business or opportunity.

We are not responsible for the advice, conduct or service of any coach you work with. Each coach carries their own professional indemnity insurance.

16. Suspending or closing an account

We may suspend or close your account, with notice where that is reasonably practicable, if you break these Terms, if the law requires it, or if we reasonably believe your account puts PiViva, another person, or the safe running of Viv at risk.
Giving false information about your age, or letting someone under 18 use your account, is a reason for suspension or closure without notice.
You can stop using PiViva and delete your account at any time.
The parts of these Terms that by their nature should continue after your account ends, including sections 13 and 15, continue.

17. Complaints

If something has gone wrong, please tell us. We will confirm we have your complaint within five working days, look into it properly, and give you an answer within 30 days. If we need longer, we will tell you why and when you will hear from us.

The Service: something doesn't work, you were charged wrongly, or Viv said something that troubled you. Where to write: complaints@piviva.com.
How we have handled your personal data. Where to write: privacy@piviva.com.
A coach you found through our directory. Where to write: complaints@piviva.com.
Something that made you feel unsafe, or a concern about another person. Where to write: safeguarding@piviva.com.

Coaches are independent. We will look into what you tell us about a coach, we can remove a coach from the directory, and we will tell you what we have done. We can't settle a dispute between you and a coach. For a coach's professional conduct, their professional body is usually the right place to go, and we will help you find it.

We don't currently use an alternative dispute resolution scheme. If you would like us to consider one for your complaint, ask, and we will give you our answer within 30 days.

For a complaint about your personal data, you can also go to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113, at any time.

18. Changes to these Terms

We may update these Terms. If a change matters, we will tell you by email or in the app before it takes effect, and ask you to accept the new version. If you don't accept it, you can delete your account, and we will refund the unused part of any period you have paid for.

19. The law that applies

These Terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts, and the consumer protections that apply where you live still apply.

20. Contact

PiViva Ltd, 60 High Street, Wimbledon, London, SW19 5EE. Company number 17357455.

Support: support@piviva.com
Complaints: complaints@piviva.com
Safeguarding: safeguarding@piviva.com
Legal: legal@piviva.com