Terms of use
Last updated: 8/14/2026
1. Subject matter
These general terms (the "Terms") govern access to and use of the Lou service, a conversational assistant powered by artificial intelligence, accessible from a QR code at a point of sale, from the lou.care website, from the Lou mobile application or from an embedded space at a partner's site. The service is published and operated by COME & H (SASU with share capital of €3,000, Lyon Trade and Companies Register no. 921 125 191, registered office: 12 rue de la Part-Dieu, 69003 Lyon, France), hereinafter the "Publisher". "Lou" is the name of the service.
By accessing the service, the user acknowledges having read these Terms and agrees to comply with them.
2. The three uses of the service
The service is aimed at three audiences whose rights and obligations differ:
| Use | Who | Account |
|---|---|---|
| Visitor | anyone who talks with Lou (QR code, website, partner space) | no account |
| Individual account | a person who creates an account to retrieve their history, favourites and profiles | free account |
| Professional | a point of sale, a brand or a network using Lou for its business | professional account, separate terms |
These Terms govern the first two uses. Professional use is governed by the general terms of sale for professionals (subscription, prices, commitment, portability, data processing); these Terms do not replace them.
3. Description of the service
Lou offers a conversational exchange intended to:
- provide information on the products listed at the partner identified by the QR code scanned;
- describe the composition (INCI) and the characteristics declared by partner brands;
- reproduce, literally, information drawn from official reference sources (medicinal products, medical devices, authorised claims, contraindications);
- guide users towards products likely to meet the need expressed.
Lou is not intended to provide a diagnosis or personalised medical, pharmaceutical or nutritional advice. It neither calculates nor personalises any dosage: where dosage information is displayed, it is reproduced as it stands from an official source. It does not replace the advice of a healthcare professional.
4. Interaction with an artificial intelligence system
In accordance with Article 50 of Regulation (EU) 2024/1689 on artificial intelligence, the user is informed that they are interacting with an artificial intelligence system and not with a natural person. This information is displayed permanently and visibly in the conversation interface.
Where an exchange is transferred to a professional (see Article 6), the user is informed and knows from what point a human intervenes.
Content generated by the service (texts, sharing visuals) may carry a machine-readable identification mark.
5. Access to the service, account and minimum age
Conversational access is free for the end user and requires no account creation. A technical session cookie is placed to ensure the continuity of the conversation (see the privacy policy).
Creating an individual account is optional. It allows users to retrieve their history, save favourites and record one or more profiles. The account is personal; the user is responsible for the confidentiality of their authentication credentials.
Minimum age — creating an account is reserved for persons aged at least 15. Below that age, it requires the authorisation of the holder of parental authority (Article 7-1 of the French Data Protection Act). A user who records the profile of a third party (a child, a relative) declares that they are entitled to do so and undertakes to inform the person concerned.
The Publisher reserves the right to suspend access in the event of maintenance, a security incident or abusive behaviour (in particular: prompt injection attempts, automated extraction, fraudulent use).
6. User obligations
The user undertakes to:
- use the service in good faith and in accordance with its purpose;
- not attempt to divert the service for fraudulent or unlawful purposes or purposes contrary to public policy;
- not attempt to extract the service's data on a mass scale (automated extraction, reverse engineering of the model, abusive querying);
- not communicate to Lou any personal data whose collection is not necessary for their request, nor any data concerning a third party without authorisation to do so.
7. Content published by users
The service allows users to publish reviews of products and to generate sharing visuals.
Moderation — every review submitted is subject to an automated check (analysis by an artificial intelligence system against the editorial charter and the regulatory framework applicable to health and beauty products), followed by human validation. No review is published without that validation. A review may be refused if it contains an unauthorised health claim, unlawful or defamatory statements, or content that is off topic.
Remedies — the author of a refused review may contest the decision by writing to contact@lou.care. The request is re-examined by a natural person.
Reporting — anyone may report content they consider unlawful in accordance with the arrangements set out in the legal notice. The whole process (criteria, means, remedies) is described in the moderation policy.
Licence — by publishing a review, the user grants the Publisher a non-exclusive, royalty-free licence to reproduce and display that content on the service for the duration of its publication. The user retains ownership of their content and may request its removal at any time.
8. Intellectual property
The service, its interface, its source code, its instructions and its conversational model are the exclusive property of the Publisher. The trade marks, logos and product pages reproduced by Lou remain the property of their respective holders. No operating licence is granted hereunder beyond strictly personal, non-commercial use.
9. Liability and limitations
As Lou is a generative artificial intelligence, the responses produced may contain inaccuracies. The Publisher implements safeguards (controlled sources, literal reproduction of official data, refusal of unproven claims, degraded mode) but cannot guarantee the exhaustive accuracy of the content generated.
The Publisher cannot be held liable for: (i) decisions taken by the user on the basis of a response from Lou, in particular on health matters; (ii) service interruptions attributable to a third-party provider (host, model supplier, network operator); (iii) content published by partners on the product pages displayed through Lou.
These limitations apply to the extent permitted by law. They cannot exclude the Publisher's liability in the event of wilful misconduct, gross negligence, harm to life or physical integrity, nor any mandatory liability regimes.
Liability for defective products — software, including artificial intelligence systems, falls within the defective product liability regime arising from Directive (EU) 2024/2853, applicable from 9 December 2026. That regime engages the Publisher's liability without any fault having to be demonstrated for damage caused by a defect in the service: harm to life or physical integrity — including medically recognised psychological harm —, damage to property, and destruction or corruption of data. In accordance with Article 15 of that Directive, no stipulation herein limits or excludes that liability; any clause to the contrary is deemed unwritten.
10. Personal data
The processing of personal data is described in the privacy policy. Users may exercise their rights through the dedicated form.
11. Changes to the Terms
The Publisher may amend these Terms. The applicable version is the one in force at the time of connection to the service; the date of the last update appears at the top of the page. Any substantial change is brought to the attention of account holders by appropriate means.
12. Applicable law, mediation and jurisdiction
These Terms are governed by French law. A user residing in another Member State of the European Union retains the benefit of the mandatory provisions of the law of their country of residence.
Consumer mediation — in accordance with Article L.616-1 of the French Consumer Code, a consumer user may have recourse free of charge to the mediator CM2C (Centre de la Médiation de la Consommation de Conciliateurs de Justice, 14 rue Saint-Jean, 75017 Paris, France — cm2c@cm2c.net — www.cm2c.net, online referral).
🚨 Prior recourse to customer service is mandatory: a referral to the mediator is admissible only after a written complaint sent to contact@lou.care has not received a satisfactory reply. See the legal notice for cross-border disputes.
Jurisdiction — for a consumer user, the statutory rules of jurisdiction apply: they may bring proceedings before the court of their place of residence. For disputes between professionals, exclusive jurisdiction is conferred on the courts within the jurisdiction of Lyon.