Legal notice

1. Service publisher

The "Lou" service (accessible in particular at lou.care and through the Lou mobile application) is published and operated by:

• Company name: COME & H
• Legal form: simplified single-shareholder joint-stock company (SASU)
• Share capital: €3,000
• Trade and Companies Register: Lyon no. 921 125 191
• SIRET: 921 125 191 00012
• Intra-Community VAT number: FR09921125191
• Registered office: 12 rue de la Part-Dieu, 69003 Lyon, France
• Telephone: +33 (0)4 65 84 10 97
• Contact: contact@lou.care
• Publication director: Côme Habran, President

"Lou" is the name of the service published and operated by COME & H. In this document, "the Publisher" means COME & H.

2. Hosting

The service is hosted within the European Union by:

• Vercel Inc. — interface and server functions, deployed in the cdg1 region (Paris, France). Address: 340 S Lemon Ave #4133, Walnut, CA 91789, United States. Contact: vercel.com/contact.
• Google Cloud EMEA Limited — managed PostgreSQL database (Cloud SQL), europe-west9 region (Paris, France). Address: 70 Sir John Rogerson's Quay, Dublin 2, D02 R296, Ireland. Contact: cloud.google.com/contact.

Neither host publishes a dedicated telephone number; the contact channel indicated is the one they officially make available.

Language-model processing is carried out on Google Cloud infrastructure within the European Union. Details of the providers are set out in the privacy policy.

3. Reporting unlawful content

The service hosts content published by its users (product reviews). In accordance with Regulation (EU) 2022/2065 on digital services:

• Point of contact for users (Article 12): contact@lou.care, in French or English.
• Point of contact for authorities and the European Commission (Article 11): contact@lou.care, in French or English.
• Reporting unlawful content (Article 16): anyone may report content they consider unlawful by writing to contact@lou.care, stating the precise location of the content (page address), the grounds for the report and their contact details. The Publisher acknowledges receipt of the report and informs the reporting party of the action taken and of the remedies available.

The arrangements for moderating reviews are described in the moderation policy and in Article 7 of the terms of use.

4. Consumer mediation

In accordance with Articles L.616-1 and R.616-1 of the French Consumer Code, the Publisher is a member of the following mediation service, which any consumer may refer a matter to free of charge in the event of an unresolved dispute:

• Mediator: CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice
• Address: 14 rue Saint-Jean, 75017 Paris, France
• Email: cm2c@cm2c.net
• Website: www.cm2c.net
• Online referral: report a dispute

🚨 Prior recourse to customer service is mandatory: a referral to the mediator is admissible only after a written complaint has been sent to the Publisher (contact@lou.care) and has not received a satisfactory reply.

Cross-border disputes — the European Online Dispute Resolution (ODR) platform closed permanently on 20 July 2025 and is no longer an available remedy. A consumer residing in another Member State may contact the European Consumer Centres network, whose national contact point will direct them to the competent scheme.

5. Accessibility

The Publisher endeavours to make the service accessible to persons with disabilities.

Status under Directive (EU) 2019/882 — COME & H is a microenterprise within the meaning of Recommendation 2003/361/EC (fewer than ten persons employed and annual turnover not exceeding EUR 2 million). On that basis, it falls within the exemption provided by the Directive for service providers and is not bound by the accessibility requirements it lays down.

Voluntary commitment — that exemption does not dispense with design effort: the service is developed with accessibility good practice in mind (contrast, keyboard navigation, semantic page structure, text alternatives). If you encounter difficulty accessing a feature, please report it to contact@lou.care: we undertake to reply and to seek a solution.

Should the Publisher exceed the microenterprise thresholds, a full accessibility statement would be published here.

6. Artificial intelligence

The service is based on a generative artificial intelligence system. Users are informed on a permanent basis that they are interacting with an artificial intelligence (Article 50 of Regulation (EU) 2024/1689). See Article 4 of the terms of use.

7. Intellectual property

All elements of the Lou service (texts, trade marks, logos, source code, graphic charter, conversational model) are protected by copyright and trade mark law. Any unauthorised reproduction, representation, adaptation or exploitation is prohibited.

The trade marks, logos and partner product pages displayed through Lou remain the property of their respective holders and are used within the framework of the contractual agreements entered into with Lou.

8. Third-party sources and licences

For products not yet listed in its catalogue, Lou consults on demand the Open Facts ecosystem of community databases: Open Beauty Facts (cosmetics), Open Food Facts (food, food supplements, beverages) and Open Products Facts (generic products, household, baby aisle items) — in order to retrieve identification information and the list of ingredients. Those data are made available under the Open Database License (ODbL). The work of analysis, normalisation and assessment (allergens, regulated claims, contraindications, and so on) remains entirely carried out by Lou's own pipelines; those third-party databases play no part in that analysis.

The service also draws on official public reference sources (the French public medicines database, the European database of authorised medicines, the European database of medical devices, the European Union register of health claims, European Medicines Agency monographs, the ANSM thesaurus of drug interactions), whose content is reproduced without modification.

9. Liability

Lou is a conversational assistant powered by artificial intelligence. The content provided is purely informative and cannot replace the advice of a healthcare professional. The applicable limitations of liability are set out in Article 9 of the terms of use.

10. Contact

For any question concerning the service or this legal notice: contact@lou.care. For any request concerning personal data, see the privacy policy and the dedicated form.