Terms and conditions

These terms are a contract between you and Ana Sofia Oliva dos Reis, trading as Helora Terap ("we", "us"), a sole trader resident in Portugal, with tax identification number (NIF) 270941614 and address at R. de Pedro Simões, 9, 7000-629 Évora, Portugal. They apply whenever you use this site or buy a programme or a plan on it. Read them before you pay. If you do not accept them, do not buy.

These terms take effect from 20 October 2026 and replace any previous version.

1. What you are buying

Programmes. Each programme is digital content: 8 written lessons on an emotional wellbeing topic, with explanations, worksheets and tasks, read in a personal online library where each lesson can also be printed or saved as a PDF. The lessons are available in Portuguese, Spanish and English. Nothing is sent to you by post, and a programme on its own does not include videos, an app or individual replies.

Plans. All plans include the 6 programmes. The Guided and Complete plans also include an educational guidance service by email for a fixed number of weeks, described in section 7 and on the guidance page.

The contents of each programme and each plan are described on this site, including the title of each lesson, and summarised again before you pay. That description, as published on the day of purchase, forms part of this contract.

2. Educational nature

The programmes and the guidance are education and self-help. They are not psychotherapy, psychological consultation, medical consultation, clinical counselling or an emergency service, and they do not create a relationship between you and a health professional. We do not diagnose, we do not treat illnesses and we do not monitor medication. By buying, you confirm that you have read and accept the wellbeing notice, which forms part of these terms.

3. Who can buy

You must be at least 18 years old and legally able to enter into contracts. You must use an email address that you control, because that is where your access is sent and where the guidance takes place. The programmes on parenting and family are intended for the adults who care for children and teenagers, not for the minors themselves.

4. Price, taxes and payment

All prices are shown in euros (EUR) and are one-off payments. There is no subscription or automatic renewal, and we do not store your card.

Payment is processed by Stripe and appears on your statement as HELORATERAP. The price shown on the checkout page is the total amount we charge and includes any applicable taxes. If you pay with a card in another currency, your bank may charge a conversion fee; that fee is charged by your bank, not by us. An invoice is issued in accordance with Portuguese tax law. If you need your tax number on the invoice, enter it on the checkout page or write to us within 30 days of the purchase.

Before you pay, you see the programme or plan, the price and the main contents, and you can go back and change your choice. When you confirm payment, you accept our offer. We confirm the contract by email.

5. Delivery

Access to the lessons is given as soon as payment is accepted, on the confirmation page and by email, usually within a few minutes. The full process, and what to do if something goes wrong, is described in delivery and access, which forms part of these terms.

6. Your right of withdrawal and our guarantee

You can ask for a full refund within 14 days of the purchase, for any reason, whether you bought a programme or a plan with guidance. How this fits with the legal 14-day right of withdrawal for online purchases is explained in refunds and guarantee, which forms part of these terms. A model withdrawal form is available for you to use.

7. The email guidance

The Guided plan includes 6 weeks and the Complete plan 12 weeks of individual educational guidance by email, through acompanhamento@heloraterap.com. During those weeks:

• we reply in writing to up to 2 messages a week on the Guided plan and up to 3 on the Complete plan, within 2 working days and 1 working day respectively, Monday to Friday, 9am to 6pm (Lisbon time). Messages sent at weekends or on Portuguese public holidays count from the next working day, and messages over the weekly limit are answered the following week;
• we comment on the exercises and worksheets you choose to share and suggest which lessons to do and in what order;
• on the Complete plan, you receive a personalised written plan within 5 working days of our receiving your initial questionnaire, reviewed halfway through the period;
• at the end of the period, you receive a written summary of what you worked on and suggestions for carrying on.

Start and duration. The guidance starts on the day you send the initial questionnaire to acompanhamento@heloraterap.com, from the email address you used for the purchase, and must be started within 90 days of the purchase. The weeks run consecutively. You can ask, once, for a break of up to 14 days, for example because of illness or travel. If you do not start within 90 days, write to us and we will find a solution; we never let the guidance lapse without first warning you by email.

Limits. The guidance is educational, provided remotely and in writing only, in Portuguese, Spanish or English. It does not include phone calls, video calls or in-person sessions, and it is not psychotherapy, psychological consultation, medical consultation, couples or family therapy, mediation, or a crisis or emergency service.

Safety. If a message suggests that you or someone else may be in danger, we reply with the emergency and support contacts from the Urgent help page and recommend professional support. We cannot support crisis situations and, if your situation needs clinical support, we may suspend the guidance and refund the weeks not yet provided, in proportion to the part of the price that corresponds to the guidance.

Respect. We may end the guidance early if you send offensive, threatening or sexual messages, or unlawful content. In that case, we refund the weeks not yet used, in the same proportion.

If we cannot provide it. If we are unable to provide the guidance you paid for, we refund the weeks you could not use, in proportion to their share of the price, and you keep your programmes.

8. No promised results

We do not promise any particular result, such as less anxiety, higher self-esteem, a better relationship or the resolution of a family conflict. Change depends on many factors we do not control, including each person's practice and the circumstances of their life.

9. Your licence to use the programmes

When you buy, you receive a personal, non-exclusive, non-transferable licence to read, print and save the lessons for your own use and, in the couple and family programmes, to do them with your partner or your family. Ownership of the material does not pass to you. You may not share your access link, resell, publish or upload the material online, use it with paying clients or groups, or use it to train an artificial intelligence system. The details are in copyright and licence.

10. Updates and availability

We may improve, correct or expand a programme. Updates to what you bought are included at no extra cost. We will not remove a substantial part of what you paid for. We aim to keep the library available at all times, but we cannot guarantee uninterrupted access, because hosting and email are services provided by third parties. If we ever decide to close Helora Terap, we will email all buyers at least 90 days in advance, so that you can print or save all your lessons, and we will refund any weeks of guidance not yet provided.

11. Conformity

The programmes and the guidance must match their description, be complete and be supplied and provided as described. If they are not, you have the rights set out in Portuguese Decree-Law No. 84/2021 on digital content and digital services: we will bring them into conformity and, if we cannot do so within a reasonable time, you are entitled to a price reduction or a full refund.

12. Suspension of access

We may suspend or end your access, without a refund, if you publish or share your access link, redistribute the material or use it in breach of the licence. If the problem is minor and can be put right, we will first ask you to put it right.

13. Our liability

We prepare the programmes and provide the guidance with reasonable care. Nothing in these terms limits any liability that the law does not allow to be limited, including liability for wilful misconduct or gross negligence and for death or personal injury caused by our negligence, or affects your mandatory consumer rights under Portuguese Law No. 24/96 (the Consumer Protection Act) and the law of the country where you live.

Subject to the above, we are not liable for indirect or consequential loss, and our total liability for a purchase is limited to the amount you paid for it. You are responsible for how you use the material, for following the care notes in each lesson and for seeking professional support when the wellbeing notice says so.

14. Events outside our control

We are not liable for delays or failures caused by events outside our reasonable control, such as the failure of a hosting, payment or email provider. If such an event prevents delivery for more than 30 days, you can cancel and receive a full refund for the part not delivered.

15. Personal data

We process your personal data as described in the privacy policy. Information about your wellbeing that you share in the guidance is only processed with your explicit consent, given on the checkout page, and you can withdraw that consent at any time.

16. Contact, complaints and disputes

We contact you at the email address you gave on the checkout page. You can reach us at suporte@heloraterap.com or by phone on +351 962 931 375. We reply within one working day.

Complaints book. Under Portuguese law, you can file a complaint in the official Livro de Reclamações (the Portuguese electronic complaints book) at livroreclamacoes.pt. The complaint is sent both to us and to the competent authority.

Alternative dispute resolution. If a consumer dispute cannot be resolved directly with us, you can turn to a consumer arbitration centre. CNIACC, the Portuguese National Centre for Information and Arbitration of Consumer Disputes (cniacc.pt), handles disputes anywhere in Portugal where no regional centre has jurisdiction, and the full list of authorised centres is published on the Portuguese Consumer Portal (consumidor.gov.pt). Consumers in other European Union countries can also contact the European Consumer Centre in their own country.

17. Changes to these terms

We may change these terms for future purchases. The version that applies to your purchase is the one that was published on the day you paid.

18. Transfer of the contract

You may not transfer this contract to anyone else. We may transfer it to a business that takes over Helora Terap, provided your rights are not reduced, and we will tell you if this happens.

19. Language

These terms are published in Portuguese, Spanish and English. All versions have the same content. If there is a difference in interpretation, the version in the language of the page where you made your purchase prevails.

20. Governing law and jurisdiction

These terms are governed by Portuguese law. If you are a consumer, this does not deprive you of the protection of the mandatory consumer protection rules of the country where you live, and you can bring a claim in the courts of your country of residence where the law allows. In all other cases, the courts of the district of Évora, Portugal, have jurisdiction.

21. Entire agreement

These terms, together with refunds and guarantee, delivery and access, the guidance page, the privacy policy, the cookie policy, copyright and licence and the wellbeing notice, form the entire agreement between you and us about your purchase. If any part is found to be invalid, the rest remains in force.