Frequently Asked Questions

In our FAQ we answer your questions about the ordering process, your privacy and our security, the leadlife process, the application,...

Haven't found your answer yet? We'll help you further .

Memberships

Is a membership at Leadlife mandatory?

Yes. Without the leadlife application you can not start with leadlife. You can only use the leadlife application by means of a membership.
We have two types of memberships: LIFE and PLUS .
The LIFE membership costs €29.99 per year. The PLUS membership costs €119.99 per year.

The leadlife app has the following as standard:
- your personal data vault
- dashboard with insights into your current lifestyle
- your personal dashboard is constantly updated
- overview of your active trajectories (= measurements/analyses)

Additional functionalities in the leadlife application: LIFE versus PLUS

- digital intakes where we ask about your current lifestyle in different domains. (LIFE & PLUS)
- leadlife academy with various learning modules to expand your knowledge across different domains (PLUS)
- inspiration articles on lifestyle topics (LIFE & PLUS)
- clear catalogue of our offer (LIFE & PLUS)
- overview of the leadlife partners (LIFE & PLUS)
- possibility to connect your wearable(s) (PLUS)
- chat function with a health expert (PLUS)

A membership runs for one year and is not automatically renewed . When your membership is about to expire, you will be notified by email and in the leadlife app.
After your membership has expired , you will still be able to consult your results and insights in your dashboard . The other functionalities of the leadlife app will disappear.

How can I purchase a membership?

A membership can only be purchased from the leadlife application and cannot be purchased from the leadlife webshop.
After you have installed the leadlife app, created a personal account and completed our privacy & security procedure, you will be asked to make a choice from our memberships.

We have two types of memberships: LIFE and PLUS.
The LIFE membership costs €29.99 per year. The PLUS membership costs €119.99 per year.

Will my membership be automatically renewed?

A membership runs for one year and is not automatically renewed. When your membership is about to expire, you will be notified by email and in the leadlife app.
After your membership has expired , you will still be able to consult your results and insights in your dashboard . The other functionalities of the leadlife app will disappear.

Can I cancel my membership (early)?

This is possible if you choose to destroy your personal leadlife account and associated safe with your data.

This does not mean that you will get your membership refunded. When purchasing a membership or starting a membership, the membership runs for one year.

If you wish to terminate your membership because you no longer wish to use the Leadlife services or communications, you can choose to delete the Leadlife application.

How can you delete your leadlife account?

For this there are two ways to delete your leadlife account. Once the procedure has started, there is no reversal possible.

- Option 1:

Delete your leadlife account yourself using the following steps

- Option 2:

Send an email to privacy@leadlife.com with the request to destroy your leadlife account and associated safe with your data.

Use app

Can I use leadlife without a mobile phone?

You can only use Leadlife if you have a smartphone and/or tablet with iOS or Android . This is primarily to guarantee the privacy & security of your data at all times.

When visiting a leadlife lifestyle center, don't forget to bring the smartphone/tablet on which you have installed the leadlife app.

Where can I download the leadlife application?

You can download the leadlife application from the App Store or Google Play .

Can I install the leadlife app on multiple devices?

Yes! You can install your personal leadlife account with associated safe and data on multiple devices. This can be applicable, for example, if you want to install the leadlife application on a new smartphone.

Depending on this, you will find various step-by-step plans below.

I still have the device with the already installed, still working leadlife application: Take both your new/extra device and your previous device on which the application is already installed and go through the following steps .

I no longer have the device on which the already installed, still working leadlife application is: If you want to install your personal leadlife account with associated safe and data on a new device, please follow the steps below .

How can I change the language of the leadlife application?

The leadlife app is available in three languages: Dutch, French, English . We distinguish between iOS and Android.

1. iOS - Change language of the leadlife application .

a. Your smartphone has already activated multiple languages under ' General settings '.

How to change the language of the leadlife application?

Click on your name at the top left of the home screen
Then click on ' Profile data'
Click on the pencil at the top right
Then click on ' Change language ' at the bottom
Make your choice under ' Preferred language '

b. Your smartphone has only one language activated in ' General settings '.

How to change the language of the leadlife application?

Go to the ' General settings ' of your smartphone
Then select ' Language and Region '
Add language (Please note! The leadlife app is only available in Dutch, French, English)
If necessary, change the main language of your smartphone

Open your leadlife application - Click on your name at the top left of the home screen
Then click on ' Profile details '
Click on the pencil at the top right
Then click on ' Change language ' at the bottom
Make your choice under ' Preferred language '

2. Android - Change language of leadlife application

* Your smartphone has already activated multiple languages in 'General settings'.

To change the language of your leadlife application, follow these steps:

Click on your name at the top left of the home screen
Then click on 'Profile data'
Click on the pencil at the top right
Then click on 'Change language' at the bottom
Make your choice under 'Preferred language'

In which countries is leadlife available?

The Leadlife app is only available in Belgium and can be downloaded from the App Store or Google Play .

Price

Do I get an extra discount if I take multiple formulas?

No, in Belgium it is not legally permitted to give commercial discounts on medically related analyses or services, in accordance with the regulations on medical ethics and healthcare provision.

I received a Leadlife discount code. What can I use it for and where?

The period within which the User must activate the discount code can be viewed in this case. Activation periods vary depending on the type of discount code or the Service, Product or Course to which this discount code is or is not linked.

If I have made a mistake for a paid service. Can I still cancel this service and use the discount code for another paid service?

In accordance with Book IV of the Code of Economic Law, every customer, in his capacity as Consumer, has the right to cancel a purchase within a period of 14 calendar days after delivery of a Product or after entering into the agreement relating to the supply of Services or digital content.

However, certain Products of Leadlife BV or a Leadlife Partner, whether or not personalized – specifically the Collection Kits – must be considered an exception to the right of withdrawal because the delivery of the sealed Collection Kit is not suitable for return for reasons of hygiene.

The activation of a subscription formula (Membership) – consisting of the delivery of digital content that is not delivered on a tangible medium – must be considered as a (partial) exception to the right of withdrawal. When the User proceeds to the purchase and therefore the activation of the Leadlife Membership, the right of withdrawal will lapse, even if the statutory period of 14 days has not yet expired.

The right of withdrawal and the statutory period of 14 days do come into effect when the User invokes this right of withdrawal before the end of the statutory period and only and exclusively when the User has not activated his purchased Membership. This case only applies to the purchase of a Membership via a Leadlife Partner or purchase via a Third Party known to the User. In the event that the User purchased his Membership via the Apple App Store or Google Play Store and the purchase therefore coincides with the activation, he will not be able to invoke his statutory right of withdrawal.

The Services of Leadlife BV must however be considered as an exception to the right of withdrawal because (i) the User has agreed to the start of the Services of Leadlife BV and (ii) the User acknowledges that he/she thereby loses his/her right of withdrawal. The User can therefore not claim a right of withdrawal with regard to the ordered Services of Leadlife BV.

If I have purchased the paid service but I would like to delve deeper into the subject/additional information/additional guidance. Is there a follow-up track (light) to this?

With every analysis sold through Leadlife BV, a results discussion takes place. In this way, we give the customer the opportunity to ask additional questions during this discussion.

After the results of the analysis have been released in the leadlife app, the User can ask additional questions via the chat function in the Leadlife app (included in the PLUS membership) so that certain results can be further clarified. Depending on the type of questions, a health expert can request temporary access to the results of the user in question from the chat function. This access is immediately closed after the conversation.

1. Additional guidance:

a. If the user wants personalized guidance, we refer to the Guidances that are available in our catalogue . Here one can choose between personalized guidance of two (2) hours or four (4) hours . More detailed information can be found in our catalogueb. Through the leadlife learning modules (included in the PLUS membership) the user can gain a lot of knowledge about different topics. This also contains visual material about different lifestyle domains.

2. Recommended for you (from 15/11)

Personalized advice is our focus. After a discussion of the results, a health expert can recommend interesting analyses/paths.

General

The personalized Leadlife Application and the personalized or non-personalized Services, Products and Paths are operated and sold (distributed) by Leadlife Technologies (hereinafter: 'Leadlife'), a company incorporated under Belgian law, with registered office at 8900 Ypres, Zwaanhofweg 10, and registered with the Crossroads Bank for Enterprises under number 0834.079.442 .

The Services, Products and Courses offered on the Leadlife Application by Leadlife BV are offered by Leadlife BV (hereinafter referred to as “Leadlife BV”), a company incorporated under Belgian law, with registered office at 8900 Ieper Zwaanhofweg 10, and registered with the Crossroads Bank for Enterprises under number 737.913.939

In order to use the personalized Leadlife Application (and all functionalities included therein or linked to it), the Leadlife Catalogue and the personalized or non-personalized Services, Products and Courses offered therein, Users must accept the General Terms and Conditions and the Privacy Statement prior to use.

In order to use Leadlife BV's Services, Products and Courses, whether personalized or not, Users must also accept these General Terms and Conditions and the Privacy Statement prior to use.

Purchase and appointment procedure

How and where can I order a service or trajectory?

We make a distinction between purchases via the leadlife app or via the website (www.leadlife.com).

Purchase via the leadlife application

From the leadlife application you can get an overview of all leadlife services or trajectories via ' Catalog '. Our services can be purchased in the app . If there are additional costs, this will be stated per service. These additional costs will be settled directly with you.

- After your purchase via the leadlife app

When you have purchased a leadlife service via the leadlife application, it will automatically appear under ' My active courses ' after receipt of your payment . You will receive an order confirmation of your purchase by email. From there, you can make an appointment to start your course.

Purchase via the website (www.leadlife.com)

You can purchase the leadlife services or courses via ' Catalog ' (https://www.leadlife.com/collections/catalogus) on our website. If there are additional costs, this will be stated per service. These additional costs will be settled directly with you.

- After your purchase via the website

After receipt of payment, you will receive an order confirmation by email. You will then receive a document by email. This document clearly explains how you can activate and start your trajectory in the leadlife app. Each purchased leadlife service is linked to a unique trajectory code.

What after my purchase? What can I expect or what should I do?

We make a distinction between purchasing via the leadlife app or via the website www.leadlife.com .

Purchase via the leadlife application

From the leadlife application you can get an overview of all analyses and guidance we offer via ' Catalog '. Our services can be purchased in the app. If there are additional costs, this will be clearly stated per service. These additional costs are settled directly with the customer.

During the ordering process you will be given the opportunity to enter a discount code, gift voucher, etc. These will be automatically deducted during the checkout process . If the full value of a gift voucher is not used, it is sufficient to keep this code safe. The remaining amount remains available and can be used for a possible later purchase.

After your purchase via the leadlife app

When you have purchased a leadlife service via the leadlife application, your purchased service(s) will automatically appear under ' My active courses ' after receipt of your payment. You will receive an order confirmation of your purchase by email.

How do you get started with your purchased service?

Then select your purchased route under 'My active routes' and follow the further steps in the application. These steps are different for each service. If an online or physical appointment needs to be made, you will be able to record this using the steps in your route.

Make an appointment:

Depending on your purchased trajectory, you will have to make an appointment in the lifestyle center (Ghent) or online. The available moments are automatically displayed in the leadlife app. Once you have booked your appointment, you will receive a confirmation by email.

If you have purchased multiple analyses/services, we will try to use your online/physical appointment as efficiently as possible. This means that we will try to combine any analyses and/or results discussions as much as possible.

Your appointment with…:

Depending on your purchase and the phase of your journey, you will or will not have an appointment with an independent doctor and/or health expert. If you want an appointment with a specific health expert, you can always inform us via support@leadlife.com or by phone on +32 9 396 38 10. This can also be done via the chat function (included with PLUS membership) in your leadlife app.

After your purchase via the leadlife website

When you have purchased a leadlife service via the leadlife website ( https://www.leadlife.com/collections/catalogus ) you will receive an order confirmation by email. You will then receive a unique code. Each purchased leadlife service is linked to a unique trajectory code.

How do you get started with your purchased service?

If you already have a leadlife membership, activate your trajectory via '+ Enter trajectory code'. Scan the code you received by email or enter it manually. Please note! This code is case-sensitive.

If you do not yet have a leadlife membership, you can use the code that you received by email when purchasing a leadlife service to activate your LIFE or PLUS membership. On the other hand, you can also activate your trajectory with the same code via '+ Enter trajectory code'. Scan the code that you received by email or enter it manually. Please note! This code is case-sensitive.

Make an appointment:

Your appointment with…:

If I have to cancel my appointment due to illness, within what time frame can I still make an appointment?

The User must cancel an appointment at least 48 hours in advance. This applies to appointments made (physical or online) within Leadlife BV with either a Healthcare Practitioner or a Healthcare Professional.

If the User decides to cancel within 48 hours before the effective appointment, does not show up at the agreed time or is absent more than twenty minutes after the start of the scheduled appointment, no reimbursement of the costs already incurred can be provided to the User. In the event of late attendance, Leadlife BV also reserves the right to cancel the appointment itself. The User can make a new appointment, although the costs for this additional or new appointment will be for the User.

In the event that Leadlife has to cancel an appointment (physical or online) made by a User with a Healthcare Practitioner or a Care Practitioner within 48 hours prior to the appointment, the User will be offered the option of a refund of the costs already incurred by the User for this specific appointment, or the option of booking a new appointment, in which case the costs for booking this new appointment will be borne by Leadlife BV. Leadlife BV reserves the right to deviate from the cancellation policy with reimbursement of costs if the cancellation of a Healthcare Practitioner or a Care Practitioner arises from a situation in which the Healthcare Practitioner or a Care Practitioner has been called in for an urgent intervention or is absent due to an accident or other force majeure situation.

Can we book an appointment with several colleagues so that we can drive together?

We calculate a standard thirty minutes between each customer. In this way we can guarantee quality and sufficient attention.

There is an attractive waiting room in the leadlife center (Ghent) where coffee, tea, water, etc. are provided. If multiple customers wish to carpool, this is of course possible and we will ensure that the waiting is as pleasant as possible.

How can I get an invoice for a purchased service or route in the app?

An invoice can only be requested for the purchase of leadlife services . During the ordering process (leadlife app / leadlife website) you can enter your billing information.

After receiving payment, our accountancy will send you the invoice by email. If you have any questions regarding your invoicing, you can always contact accountancy@leadlife.com .

For the purchase of the membership, no invoice can be requested from us since this payment is made via Google Play or the App Store. For invoicing of services that you purchase from leadlife partners, you must contact the relevant leadlife partner for further administrative follow-up.

I would like an invoice for my membership purchase. Is this possible?

For the purchase of the membership , no invoice can be requested from us as this payment is made via Google Play or the App Store.

For the purchase of leadllife services an invoice can always be made. During the ordering process (leadlife app / leadlife website) you can enter your billing information.

After receiving the payment, our accountancy will send you the invoice by email. If you have any questions regarding your invoicing, you can always contact accountancy@leadlife.com .

Discount Code – Paid Services

If I cannot make an appointment with the coach/doctor that month, is the discount code still valid?

Can I contact someone to get more information about what to expect with a paid service?

Customer service is our top priority. If you have any questions about our offer, you can always contact Els Peeters without obligation. This can be done by email at els.peeters@leadlife.com and/or by phone or via SMS/Whatsapp on +32 497 44 29 08 .

If I purchase a paid service, what improvements can I expect?

The Leadlife Application and Leadlife BV services are designed to support you in improving your lifestyle and well-being. However, these services do not provide medical care and are not intended to be a substitute for professional medical advice, diagnosis or treatment. You should never disregard the advice of your doctor or other healthcare professional or delay in seeking medical advice because of information you have read within the Leadlife Application.

The content of the Leadlife Application is also not intended as diagnostic or therapeutic support for healthcare providers. Any diagnosis, treatment or advice should always be provided by an independent physician or healthcare provider.

Healthcare providers who are directly or indirectly connected to the services, products and trajectories of Leadlife BV or a Leadlife Partner, work on a completely independent basis and are not employed by Leadlife BV. These healthcare providers act as independent professionals or through their own companies. The purpose of the services within the Leadlife Application is to help you better understand your lifestyle and well-being.

The Services do not diagnose diseases or conditions. If you suspect you have a medical emergency, contact your doctor, other health care professional, or emergency services immediately.

Leadlife BV is not liable for the professional activities of independent physicians and health experts working in a Leadlife Center.

If I take a DNA analysis and receive the results, will I receive guidance on how to deal with the strengths and weaknesses of my DNA (e.g. sensitivity to stress)?

Additional information: With every analysis sold via Leadlife BV, a results discussion takes place. In this way, we give the customer the opportunity to ask additional questions during this discussion. After the results of the analysis have been released in the leadlife app, the User can ask additional questions via the chat function in the Leadlife app (included in the PLUS membership) so that certain results can be further clarified. Depending on the type of questions, a health expert can request temporary access to the results of the user in question from the chat function. This access is immediately closed after the conversation.

Additional guidance: If the user wants personalized guidance, we refer to the Guidances that are available in our webshop. Here one can choose between personalized guidance of two (2) hours or four (4) hours. More detailed information can be found in our catalog.

Leadlife Academy: Through the leadlife Academy (included in the PLUS membership) the user can gain a lot of knowledge about various topics. This also contains visual material about various lifestyle domains.

Where can I go if I want to improve but I don't know what to do?

You can always contact leadlife without obligation if you want advice about one of our analyses/guidance. Depending on your goals, a health expert can look at what suits you. The leadlife products and services are not intended as a replacement for professional medical advice, diagnosis or treatment. Do not ignore the advice of your doctor and do not wait to seek advice because of something you have read via the Leadlife products and/or services.

As a PLUS member, you have access to a chat function in the leadlife app. This chat will put you in direct contact with a health expert during office hours.

How much time do I need to dedicate if I want to commit to a paid service?

For each Leadlife service, it is clearly described how much time you need to free up for this. However, keep in mind that due to circumstances, there can always be some delay.

Are the paid services also available for someone who speaks French or English?

Yes, the paid services are also possible for someone who speaks French or English. The paths via the application will in any case be in the language concerned, as well as the display of the results. The conversation with a possible doctor or health expert can possibly be in English if the French language is not sufficiently present for the person concerned.

Where can French-speaking colleagues who live in the Namur area go?

Leadlife is working hard to expand its services through other centers. At present, there are no possibilities in Wallonia. However, Leadlife allows certain analyses to be done from home (such as DNA, cortisol analysis, expert sessions, etc.).

Can we book certain sessions with multiple colleagues at the same time? For example: Learn to breathe heart coherently?

Leadlife stands for personalized insights and personalized guidance. To guarantee this, we only offer individual sessions. If there is a demand for group sessions from a business context, this can always be considered. Please contact us via info@leadlife.com .

Can I also give the discount code as a gift to my family member?

No, the discount code is strictly personal and only obtained in a personal capacity from the employer.

Can I also have a blood test performed in my area?

Leadlife is currently working on several partnerships with health experts as well as sampling points. Currently, a blood test is only possible in the lifestyle center in Ghent.

What reimbursement is provided by the health insurance fund for blood collection?

Reimbursement for the blood test depends on your personal health-related risk factors. The processing physician will determine if you qualify for reimbursement.

What reimbursement is provided by the health insurance fund for appointments with expert psychologists?

These reimbursements differ from mutuality to mutuality. You can request various additional reimbursements. Be sure to contact your mutuality in question in function of possible reimbursements.

Wearables

When will I see the data from my wearable?

Updating your dashboard based on your wearablesThe synchronization of the wearables always takes place in the night from Sunday to Monday. Every Monday morning you will receive a dashboard update with the new data of your wearable from the past week.

Why don't I see a real-time update of my usable data?

At leadlife, we work with weekly averages instead of real-time data. Weekly averages provide a clearer picture of trends and patterns, which is essential for gaining meaningful insights from wearable data. Some benefits: More stable data: Real-time data can contain fluctuations that are not necessarily relevant to the bigger picture, such as temporary changes due to stress, activity, or other short-term influences. Weekly averages filter out these fluctuations, making the data more consistent and reliable. Trend analysis: By looking at weekly averages, we can better detect long-term trends. For example, changes in sleep quality, heart rate, or activity level become more visible when looking at data over a longer period of time, instead of relying on a single snapshot. Reducing noise: Real-time data often contains noise, such as measurement errors or occasional spikes, which can distort interpretation. Weekly averages help reduce this noise, so we can get a clearer picture of underlying patterns.

Extra

What if I have a good idea for a new feature?

We naturally love it when our customers want to think along with us. So don't hesitate to share your ideas via the following email address info@leadlife.com.

I would like to give leadlife as a gift. What are the possibilities.

How nice that you want to give a leadlife gift! If you want to give a leadlife service , we have a few options . You can choose to buy a specific leadlife service or a BonSanté.

Please note! In function of a gift you must always purchase via our website (www.leadlife.com). A purchase that you make from your own leadlife application will automatically be added to your own active trajectories. In this way we cannot transfer this purchase to someone else.

X No leadlife membership as a gift

As you know, you need a membership before you can start using the leadlife application. Since the purchase of a membership is done via Google Play or the App Store, it is not possible to give a membership as a gift.

V A leadlife service as a gift?

If you would like to give a specific leadlife service as a gift , you must purchase this service via our website (www.leadlife.com). Depending on the purchase amount , you will receive a LIFE or PLUS membership for free .

This is clearly indicated per leadlife service. If your purchase is more than €200, you will receive a PLUS membership as standard.

After you have purchased a leadlife service as a gift via our website, you will receive an order confirmation by email as well as an email with a unique code. It is sufficient to provide the lucky person with this unique code. With this unique code, a membership can be activated. Depending on your purchase amount, this is a LIFE or PLUS membership.

V A BonSanté as a virtual gift?A BonSanté is the healthiest lifestyle gift. You can only purchase this via our website (www.leadlife.com). You can choose a BonSanté worth €50, €100 or €250.

Each BonSanté has a unique code. This unique code can be given to the lucky person and can be exchanged for one of the leadlife services in the leadlife application as well as online on our website.

If the full amount of the BonSanté is not used, the remaining amount of this gift voucher can still be exchanged for a later purchase. Therefore, keep this unique BonSanté code well.

V A BonSanté with a bow?

Nothing is as nice as a physical package. When purchasing a BonSanté, you can optionally choose a physical voucher. We will make something beautiful out of your BonSanté. The unique code linked to the BonSanté is clearly stated. However, please take into account 2 working days before the physical gift voucher is ready for you in our lifestyle center in Ghent. If desired, we can also send this BonSanté.

Again, any delays related to the shipping process should be taken into account.

Important info:

With a BonSanté you can only purchase leadlife services. This cannot be used to purchase a leadlife membership or any additional costs associated with a trajectory.