Terms of Service

Last updated: July 18, 2026

Overview

Welcome to Viora.

The terms “Viora,” “we,” “us” and “our” refer to Viora, located at Wielewaallaan 53, 5672 EX Nuenen, The Netherlands.

Viora operates this website and online store, including all related content, features, products, tools and services offered through the website. These are collectively referred to as the “Services.”

Our online store is powered by Shopify, which enables us to provide the Services and process online orders.

These Terms of Service, together with our Privacy Policy, Refund Policy and Shipping Policy, explain the conditions under which you may access our website and purchase products from Viora.

By accessing the website, creating an account or placing an order, you agree to these Terms. If you do not agree, you should not use the Services.

Nothing in these Terms limits any mandatory consumer rights that apply to you under Dutch, European or other applicable consumer-protection law.

Section 1 — Eligibility and Accounts

You must be legally capable of entering into a purchase agreement to place an order through our store.

When creating an account or placing an order, you agree to provide accurate, current and complete information, including your:

• Full name
• Email address
• Billing information
• Shipping address
• Payment information

You are responsible for keeping any login details secure and for activity carried out through your account.

You must contact us promptly if you believe your account has been accessed without permission.

Accounts may not be sold, transferred or used on behalf of another person without our prior permission.

Section 2 — Products and Product Information

We make reasonable efforts to describe and display our products accurately.

However, product colours, textures, packaging and appearance may vary slightly because of:

• Screen and device settings
• Lighting used in product photography
• Natural variations in plant-based ingredients
• Packaging or manufacturing updates

These minor differences do not necessarily mean that a product is defective.

Product descriptions, images, ingredients, packaging and availability may be updated when reasonably necessary. Any material change affecting an order already placed will be communicated where required.

We reserve the right to discontinue products or limit the number of products available per customer, order, region or promotion.

Section 3 — Orders and Acceptance

Placing an order constitutes an offer to purchase products from Viora.

An order is accepted once:

1. We have successfully received or authorised payment; and
2. We have sent you an order confirmation.

We may refuse or cancel an order for legitimate reasons, including:

• A product is unavailable
• Payment cannot be authorised
• The shipping address is incomplete or unsupported
• We identify suspected fraud or misuse
• An obvious pricing or product-information error occurred
• Purchase limits have been exceeded

If we cancel an order after payment has been collected, the amount paid will be returned to the original payment method.

Please review your order carefully before submitting it. Contact us as quickly as possible when you need to change or cancel an order.

We cannot guarantee changes or cancellations once an order has entered processing or has been handed to our fulfilment partner.

Products purchased through our consumer store are intended for personal or household use unless otherwise agreed in writing.

Section 4 — Prices, Taxes and Payment

Product prices and available currencies are displayed on our website.

The complete amount payable, including applicable taxes and any delivery costs charged by Viora, will be shown before you confirm your order. Online sellers must provide customers with the total price and other essential purchase information before the order is placed.

Prices, promotions and discounts may change, but changes will not affect orders that have already been accepted.

You agree to provide valid and accurate payment information and confirm that you are authorised to use the selected payment method.

Payments are processed through Shopify and the payment providers offered during checkout. Viora does not normally receive or store your complete payment-card number.

If an obviously incorrect price is displayed because of a technical or administrative error, we may contact you to offer the correct price or cancel the affected order and issue a refund.

Section 5 — Shipping and Delivery

Orders are normally processed and shipped within 1–2 business days.

Once dispatched, delivery usually takes approximately 7–10 days. These are estimated delivery times and not guaranteed arrival dates.

Delivery may occasionally take longer because of circumstances such as:

• Carrier delays
• Severe weather
• Customs processing
• Public holidays
• Incorrect or incomplete delivery information
• Events outside our reasonable control

Tracking information will be sent when it becomes available.

You are responsible for entering a complete and accurate shipping address. Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after processing has begun.

If an order is returned because the customer supplied an incorrect or incomplete address, reasonable reshipping costs may be charged before the order is sent again.

For consumer orders where Viora arranges delivery, the risk of loss or damage remains with Viora until you, or another person designated by you other than the carrier, physically receives the order.

Contact support@officialviora.com when tracking shows that an order has been delivered but you have not received it, or when the order appears to be lost or damaged.

Any customs or import information applicable to an international order will be handled according to the information provided at checkout and applicable law.

Section 6 — Returns, Withdrawal and Refunds

Returns and refunds are governed by our separate Refund Policy, including our voluntary 60-day satisfaction guarantee.

Consumers who qualify for a statutory right of withdrawal generally have 14 days after delivery to withdraw from an online purchase without providing a reason. After notifying us, the products must normally be returned within an additional 14 days.

To exercise this right, contact:

support@officialviora.com

Your message should include:

• Your name
• Order number
• Product being returned
• A clear statement that you wish to withdraw from the purchase

For a full statutory withdrawal, we will refund the purchase price and the cost of the least expensive standard delivery method offered, where required by law.

We may withhold the refund until we receive the returned products or until you provide evidence that the products have been sent back.

The statutory right of withdrawal may be excluded for sealed products that cannot be returned for genuine health or hygiene reasons after the customer breaks the seal. This exception only applies where the product was properly sealed and the customer was informed of the restriction before purchase.

This hygiene exception does not remove any additional rights specifically provided under Viora’s voluntary 60-day satisfaction guarantee.

Section 7 — Defective or Non-Conforming Products

Nothing in these Terms limits your legal rights when a product:

• Arrives damaged
• Is defective
• Is different from what was ordered
• Does not match the description provided at purchase
• Does not possess the quality a consumer may reasonably expect

EU consumers are protected by a legal guarantee for goods that are defective or do not perform as advertised. Depending on the circumstances, the seller must provide an appropriate remedy, such as replacement, repair, a price reduction or a refund.

For damaged, defective or incorrect products, contact us as soon as reasonably possible and include clear photographs of:

• The product
• The packaging
• The shipping label
• The relevant defect or damage

Do not dispose of the product or packaging until we have reviewed the issue.

Section 8 — Product Use and Health Information

Viora products must be used according to the instructions and warnings supplied with the product or displayed on the product page.

You are responsible for reviewing the ingredient list before use, particularly if you have known sensitivities, allergies or scalp conditions.

Stop using the product if you experience unexpected irritation or another adverse reaction.

Content on our website is provided for general cosmetic and informational purposes. It is not intended to replace medical advice, diagnosis or treatment.

Consult a qualified healthcare professional when:

• You have a medical scalp or hair-loss condition
• You experience severe or persistent irritation
• You are uncertain whether an ingredient is suitable for you
• You are pregnant or breastfeeding and have concerns about product use
• You use medication that may interact with cosmetic ingredients

Individual results may vary depending on factors such as hair type, scalp condition, routine, frequency of use and underlying causes of hair thinning or shedding.

Section 9 — Promotions and Discount Codes

Promotions, bundles, free gifts and discount codes may be subject to separate conditions, including:

• Start and end dates
• Purchase requirements
• Product exclusions
• Maximum redemption limits
• Restrictions on combining offers

Discount codes must be entered before completing checkout and cannot normally be applied retrospectively.

A “free” product may require the purchase of another product or bundle, as clearly stated in the relevant offer.

We may end or modify a promotion where reasonably necessary, but this will not affect orders that were already accepted under the promotion.

Section 10 — Intellectual Property

Unless otherwise stated, all content on the Services is owned by or licensed to Viora, including:

• Brand names
• Logos
• Product names
• Website copy
• Product photographs
• Graphics
• Videos
• Page layouts
• Designs
• Icons
• Advertising materials

You may access the website for personal, non-commercial use.

You may not copy, reproduce, distribute, sell, modify, scrape, publish or commercially exploit our content without prior written permission.

Third-party trademarks, logos and materials remain the property of their respective owners.

Section 11 — Third-Party Tools and Links

The Services may contain tools, applications or links provided by third parties, including payment, reviews, tracking, analytics and social-media services.

Third-party services are governed by their own terms and privacy policies.

We are not responsible for the content, security, availability or practices of independent third-party websites. You should review their conditions before using their services or submitting personal information.

Nothing on our website should be interpreted as an endorsement of every statement, product or service offered by a linked third party.

Section 12 — Relationship With Shopify

Our online store is powered by Shopify.

Purchases made through the store are agreements between you and Viora. Shopify provides the commerce technology but is not the seller of Viora products.

Shopify and its service providers may process certain information necessary to provide checkout, payment, security, hosting and other commerce services, as explained in our Privacy Policy and Shopify’s applicable privacy documentation.

Section 13 — Privacy

Personal information collected through the Services is processed according to our Privacy Policy.

By using the Services, you acknowledge that information may be processed by Viora, Shopify, payment providers, fulfilment partners, shipping providers and other service providers necessary to operate the store and fulfil orders.

Where legally required, non-essential cookies and advertising technologies will only be used according to your cookie preferences.

Section 14 — Reviews and Customer Content

When you voluntarily submit a review, image, video, testimonial or other content, you confirm that:

• The content reflects your honest experience
• You own it or have permission to submit it
• It does not violate another person’s rights
• It is not false, unlawful, abusive or misleading
• Any incentive or compensation connected to the review has been disclosed

You grant Viora a non-exclusive, worldwide, royalty-free right to display, reproduce and adapt the submitted content for operating and promoting the Services.

This permission does not transfer ownership of your content to Viora.

We may remove content that is fraudulent, unlawful, offensive, unrelated, contains personal information or violates these Terms.

Section 15 — Errors and Inaccuracies

Occasionally, information on the website may contain an error or omission relating to:

• Product descriptions
• Prices
• Promotions
• Availability
• Delivery estimates
• Product photographs
• Ingredients or packaging

We may correct these errors and update information when necessary.

If an error materially affects an order you have already placed, we will contact you and provide an appropriate solution, such as confirming the corrected information or cancelling the order with a refund.

Section 16 — Prohibited Uses

You may not use the Services to:

• Break applicable laws
• Commit fraud
• Submit false or misleading information
• Infringe intellectual-property rights
• Harass or threaten another person
• Upload malware, viruses or harmful code
• Attempt to bypass website security
• Collect other users’ personal information
• Send spam or unauthorised advertising
• Scrape or copy the website for commercial purposes
• Interfere with the operation of the Services
• Impersonate another person or organisation

We may restrict or terminate access where we reasonably believe these Terms have been violated.

Section 17 — Suspension and Termination

You may stop using the Services at any time.

We may suspend or terminate access if reasonably necessary because of:

• Fraudulent activity
• Security concerns
• Non-payment
• Abuse of promotions or return policies
• Serious or repeated violation of these Terms
• Unlawful use of the Services

Termination does not affect rights and obligations that arose before termination, including payment obligations and accepted orders.

Section 18 — Service Availability

We aim to keep the website available and accurate but cannot guarantee uninterrupted or error-free access.

The website may occasionally be unavailable because of:

• Maintenance
• Technical problems
• Internet or hosting outages
• Security updates
• Events outside our reasonable control

Mandatory rights relating to products and accepted orders remain unaffected by website downtime.

Section 19 — Limitation of Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• Fraud or fraudulent misrepresentation
• Intentional misconduct
• Death or personal injury caused by negligence
• Mandatory product-liability obligations
• Mandatory consumer rights
• Defective or unsafe products where liability cannot legally be excluded

To the extent permitted by law, Viora is not responsible for indirect or unforeseeable losses that are not a natural consequence of our breach.

Viora is not responsible for business losses, lost profits or lost commercial opportunities where products were purchased solely for personal consumer use.

Section 20 — Events Outside Our Control

We are not responsible for a delay or failure caused by circumstances outside our reasonable control, such as:

• Natural disasters
• Severe weather
• Carrier disruptions
• Customs delays
• War or civil unrest
• Government restrictions
• Strikes
• Major internet or infrastructure failures

We will take reasonable steps to limit the effects of such an event and keep affected customers informed.

Your mandatory rights, including rights relating to serious delivery delays, remain unaffected.

Section 21 — Severability and Waiver

If a provision of these Terms is found to be unlawful or unenforceable, that provision will be limited or removed only to the extent necessary.

The remaining provisions will continue to apply.

A delay by Viora in enforcing a right does not mean that the right has been waived.

Section 22 — Assignment

You may not transfer your rights or obligations under these Terms without our prior written consent.

We may transfer our rights or obligations as part of a legitimate sale, restructuring or transfer of our business, provided that this does not reduce your mandatory consumer rights.

Section 23 — Governing Law and Disputes

These Terms and agreements made through the Services are governed by the laws of the Netherlands.

If you are a consumer residing in another country, this choice of law does not remove any mandatory consumer protection provided by the laws of your country of residence.

Please contact us first so that we can attempt to resolve a complaint directly.

Where a dispute cannot be resolved, it may be submitted to the competent Dutch court. Consumers may also be entitled to bring proceedings before the competent courts in their country of residence where mandatory law permits this.

Section 24 — Changes to These Terms

We may update these Terms to reflect:

• Changes to our Services
• New products or features
• Changes in business practices
• Legal or regulatory requirements
• Security or technical developments

The latest version will be displayed on this page with an updated revision date.

Changes will not retroactively reduce rights relating to orders that were accepted before the changes became effective.

Section 25 — Contact Information

Questions about these Terms of Service can be sent to:

Viora Customer Support
Email:  support@mobalcare.com

Business Information
Nourisha Limited
46 Grayswood Drive
city:- Bradford
post code:- Bd4 9es
United Kingdom