Terms of service

Vigo is run by a sole trader in the UK. In these terms, “we” and “us” means Vigo, and “you” means the person using it.

These terms, with our privacy policy (www.askvigo.com/privacy), are the agreement between us when you create an account. Please read them before you sign up. If you have a question, email hello@askvigo.com.

To use Vigo you must:

• be 18 or over
• live in the UK and have a UK mobile number
• be able to send and receive iMessages on that number (an iPhone or another Apple device)
• use Vigo for yourself, not on behalf of a business

One account is for one person. Keep your details, including your mobile number, up to date.

Vigo is a coaching service you use by text. Vigo, the coach you text, and the specialists you choose (a personal trainer, a nutritionist and a mindset coach) are AI: computer programs, not people. They make plans, answer questions and keep track of what you tell them.

Vigo is not a medical service. Our coaches are not doctors, dietitians, physiotherapists, counsellors or therapists. Nothing they say is medical advice, a diagnosis or treatment, and it doesn’t replace advice from a professional who knows you.

• Check with your GP before you start a new exercise or eating plan, especially if you have a medical condition or injury, take medication, are pregnant or have recently given birth, or have a history of disordered eating.
• Stop exercising and get help if you feel pain, dizziness, chest pain or shortness of breath.
• AI can get things wrong. Calorie and nutrient numbers are estimates. Use your own judgement, and ask a professional if something doesn’t seem right.
• How-to videos and other links can go to other websites, which we don’t control.

Vigo is not an emergency service and can’t help in a crisis. If you're struggling or in crisis, you don't have to wait: call Samaritans free on 116 123, text SHOUT to 85258, call NHS 111 and choose option 2, or call 999 if you're in danger.

If a message you send suggests you might be at risk, you’ll get a reply with where to find help, we’ll be told that it happened, and your scheduled messages pause for 24 hours. Our privacy policy explains more.

You create an account with your email address or Google account, then confirm your mobile number by texting a code from it. Keep your account to yourself, and tell us straight away if you think someone else is using it.

Your crew only replies to texts from the number on your account.

Vigo is free with any specialist. Each specialist you choose has its own monthly price, and you can add more texts a day for a monthly fee. You’ll see every price before you pay. Prices are in pounds and include VAT.

• You pay monthly in advance, by card, through our payment provider Stripe. Your subscription renews each month until you cancel.
• If you change your crew or your texts a day part-way through a month, we adjust your next bill for the days left.
• If a payment fails, we’ll let you know and try again. If it still can’t be taken, your coaching pauses until it’s sorted.
• If we put a price up, we’ll tell you at least 30 days before it applies to you, so you can cancel first if you’d like.

Each specialist on your crew gives you a number of texts a day to send your coach, shown when you sign up. Your scheduled messages never count, and the count resets at midnight. Once you’ve used them, your coach replies again the next day, unless you add more. A message that suggests you might be at risk is always answered.

You can cancel any time from your account page. Your coaching carries on until the end of the month you’ve paid for, and you won’t be charged again.

You can change your mind within 14 days of first subscribing and get your money back. Because your coaching starts straight away, at your request, we may keep an amount for the days you’ve had. To do this, email hello@askvigo.com within the 14 days.

Apart from that, and anything else the law says, we don’t refund part-months.

Please don’t:

• use Vigo for anything illegal, harmful or abusive
• try to get round the texts-a-day limit, or send texts automatically
• try to break, overload or copy the service, or get at other people’s data
• try to make the coaches produce harmful content

If you do, we may pause or close your account.

What you tell your coaches stays yours. You let us use it to coach you, as our privacy policy explains.

The plans, recipes and messages your coaches send are for your own personal use.

Vigo relies on other services, including Apple’s iMessage and our messaging provider, so messages can sometimes be late or not arrive. We’ll do our best to keep things running and fix problems quickly, but we can’t promise Vigo will always be available.

We may change or improve Vigo over time. If we make a change that affects what you pay for, we’ll tell you first, and you can cancel.

If we break these terms or don’t use reasonable care and skill, we’re responsible for loss or damage you suffer that was a foreseeable result. We’re not responsible for loss that wasn’t foreseeable, or for business losses, since Vigo is for personal use.

Because our coaches give general coaching, not medical advice, we’re not responsible for what happens if you follow their suggestions instead of getting advice from a professional, or carry on when something feels wrong.

Apart from the things below, our total responsibility to you is limited to what you paid us in the 12 months before the problem.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t let us limit. Your legal rights as a consumer aren’t affected.

You can stop at any time by cancelling. To delete your account and everything in it, email hello@askvigo.com.

We may pause or close your account if you seriously or repeatedly break these terms, or if we stop running Vigo. If we close it for any reason other than you breaking these terms, we’ll refund any time you’ve paid for and not had.

We may update these terms, for example when Vigo changes or the law does. If a change matters, we’ll tell you before it applies. The date at the top shows when they last changed.

If something’s wrong, email hello@askvigo.com and we’ll try to put it right.

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or if you live in Scotland or Northern Ireland, in the courts there.