Terms of Service

Who we are and who may use the service

These terms govern your use of Love by Koko and purchases made through the website. The website and all services are strictly for adults aged 18 or over. Anyone under 18 is prohibited from using the site, creating an account, submitting personal information or purchasing a reading. By using this site, you agree to these Terms of Service. If you do not agree, do not use the site. Keep your account secure and provide accurate account and order information. Contact hello@lovebykoko.com or use My Support Requests for assistance.

Entertainment only

Tarot readings, horoscopes, love notes, relationship scores and related content are provided solely for entertainment and personal reflection. They are not factual investigations, professional assessments or a basis for making important personal, medical, legal or financial decisions.

No accuracy or outcome guarantees

Readings are subjective interpretations. Love by Koko does not guarantee their accuracy, completeness, predictions or results. A reading does not establish another person’s thoughts, feelings, intentions or conduct. We do not promise that an event will happen, that a relationship will begin or improve, or that a desired outcome will occur. Disagreement with an interpretation or an unfulfilled prediction does not, by itself, mean the entertainment service was not supplied.

These content limitations do not change the description of the service you purchased, our delivery commitments or the remedies in the Cancellation and Refund Policy.

Your decisions and professional advice

You are responsible for deciding whether and how to act on the content. Do not rely on a reading as the sole basis for a decision, accusation or action involving yourself or another person. Consult an appropriately qualified professional for medical, psychological, legal or financial matters. The service does not diagnose conditions, prescribe treatment or replace professional advice.

Acceptable use

Only upload material you have the right to share. Use initials or a nickname where practical, and avoid unnecessary identifying information about other people. Do not submit unlawful material, threats, payment credentials or material that violates another person's rights. We may restrict misuse proportionately; this does not remove refund or other rights required by law.

Love-only scope and unsuitable requests

All readings must focus on love and romantic relationships, including every extra question and any submitted context. Questions or context involving abuse, violence, harm, graphic sexual descriptions, or any other topic we deem inappropriate will not be accepted for service under any circumstances. Graphic descriptions of sex acts or sexual anatomy are excluded even between consenting adults. Brief, non-graphic references to consensual intimacy may form part of an otherwise appropriate relationship question. Other excluded requests include crisis intervention, suicide or self-harm guidance, medical diagnosis or treatment, death predictions, legal or financial advice, coercion, stalking, exploitation and illegal activity. We reserve the right to reject any question or decline service to any customer where we determine that we cannot appropriately process the request under these terms.

A reading cannot provide emergency support. If you or someone else may be in immediate danger, contact local emergency services or a crisis service rather than ordering a reading.

Requests identified as outside this scope are declined before payment wherever possible. We may also reject an unsuitable request during preparation. When we cancel an unfinished paid reading for this reason, we refund its full price and applicable extras, including Express charges, or restore the applicable gift entitlement. No cancellation fee applies. The site is not an emergency or crisis service and does not monitor emergencies.

Orders and prices

Prices are in US dollars. The order review and checkout show the selected service, total price, applicable taxes, delivery timing and any optional extras before payment. Email readings cost $15 per preset question, with three questions for $42. Audio readings cost $59 per month; the optional $15 extra question applies to the selected edition only. Video readings start at $99; the package and any extras are shown before payment. Extras are not added without your agreement.

Delivery

Email readings are delivered within 48 hours after successful payment, or within 2 hours when the $10 Express option is purchased. Monthly audio readings are delivered within 7 days after each successful monthly payment. Video readings are delivered within 7–10 days, or within 24 hours when the $49 Express option is purchased. Your order confirmation records the applicable delivery date and purchased options. If a reading cannot be supplied, the Cancellation and Refund Policy applies.

Audio subscriptions

Audio is a monthly subscription at the recurring price displayed before you subscribe. You authorize that monthly charge until you cancel renewal. One-time extra questions and video or Express purchases do not recur. Cancel future renewals through the subscription controls in your account before the next charge. Cancelling renewal does not cancel an already-paid edition; an unfinished paid edition can separately be cancelled under the refund policy. We will explain any future price change before it applies, and you may cancel renewal.

Access to your reading

Your completed reading is available to view and download for 30 full days after it is successfully made available to you. Your account shows the expiry date. Download it during that period if you wish to keep a personal copy. Ordering, payment or a failed delivery attempt does not start the access period. The order receipt remains after access expires. Access expiry is not a promise that every stored or backup copy is immediately erased.

Content and service changes

You retain ownership of the material you submit. You permit us to store and process it only as needed to operate, secure and provide the service and meet legal obligations. You may keep and use your purchased reading personally. Website branding and other protected materials remain with their rights holders. We may improve the service; material changes to these terms will be explained prospectively and will not take away rights already attached to a purchase.

Liability limits

To the extent permitted by applicable law, Love by Koko accepts no liability for decisions, actions or omissions you make in reliance on entertainment content; another person’s conduct; or the success or failure of a relationship or predicted outcome. We are not responsible for losses caused by inaccurate information you provide or use of the service contrary to these terms. We exclude liability for losses that were not reasonably foreseeable and for business losses, including lost profits, revenue or commercial opportunities, arising from use of this personal entertainment service, where such exclusions are lawful.

Nothing in these terms excludes liability for fraud, death or personal injury caused by negligence, or any other liability that cannot legally be excluded. Your mandatory consumer rights and remedies for a service that is not supplied as agreed remain unaffected.

Governing law and disputes

Love by Koko — London and the European Union. The law governing a transaction and the competent court are determined under the applicable legal rules.

For support or complaints, contact hello@lovebykoko.com with the relevant order reference and a description of the issue.