General Terms and Conditions of Service

‍ Olima · Version 1.0 · In force from June 2026

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In short. Olima is a smart family-assistance service delivered by a dedicated human assistant, in Brussels. You subscribe month to month, pay in advance, and can stop whenever you like. Work is counted in task points, not in hours.

This summary is here to help you read the rest. It is the sections below that are binding.

1. Who we are

• Company name: Olima

• Enterprise number (BCE/KBO): 1038.081.132

• Registered address: Avenue Chantecler 2a, Braine-l'Alleud, Belgium

• Email: hello@o-lima.com · Website: o-lima.com

‍ ‍Olima is referred to below as "Olima", "we" or "us". The person or household subscribing is referred to as "the family" or "you".

2. What these terms cover

2.1 These general terms and conditions apply to every subscription to the Olima service taken out by a consumer, whether ordered on o-lima.com, by email, or by any other means.

2.2 Ticking the acceptance box before payment, or otherwise confirming an order, means you have read and accepted these terms. They are also sent to you with your order confirmation, so that you keep a copy.

2.3 Some families join through a partnership or a specific programme — for example The Nine Member Advantage, or the Founding Families programme. Each programme has its own short set of terms, published on its own page and read together with these ones. Where the two differ, the programme terms prevail, but only on the points they actually cover (typically the rate and the first month).

2.4 We may change these terms. Section 12 explains how.

3. The service

3.1 What Olima is‍ ‍

Olima is a smart family-assistance service: a dedicated human assistant, supported by organisational tools, working remotely to reduce the mental load of running a family. Every request is handled by a person who knows your family — never by a bot.

3.2 What a plan includes

Each plan gives you a monthly budget of task points. The plans, their point budgets and the prices in force are those displayed on o-lima.com at the time you order:

PlanMonthly point budgetRoughlyStarter7 task pointsabout 5 to 7 tasksStandard10 task pointsabout 7 to 10 tasksPremium16 task pointsabout 11 to 16 tasks

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3.3 How tasks are counted

Olima works by tasks, not by hours. Each request is counted in points, according to its size:

• Small — 1 point. A single, quick action: booking an appointment, reserving a table, ordering a gift.

• Medium — 2 points. Research and comparison: finding a holiday camp, switching a provider, coordinating a repair.

• Large — 3 points or more. A full project: planning a holiday from start to finish, organising a celebration, finding and screening candidates.

The size of each request is confirmed with you when the request is received, before any work begins. A month that includes one large project therefore holds fewer small tasks, and that is normal.

Unused points do not carry over from one month to the next. Requests that have been received but not yet started are carried over and take priority the following month.

3.4 Service standards‍ ‍

• A weekly recap sent every Friday.

• Availability by WhatsApp or email — a reply within 24 business hours.

• Progress tracking on every request.

• A weekly statement of how many points remain on your plan, so you always know where you stand.

3.5 What the service does not include

• Purchases, payments or bookings without your explicit approval.

• Urgent tasks outside business days (Monday to Friday). There is no emergency line and no 24/7 availability.

• Childcare, in-person home services, or any on-site presence. Olima is not a nanny, a cleaner or a home-help service.

• Legal, medical, tax or financial advice. We can find, compare and coordinate professionals; we do not replace them.

3.6 Our guarantee

Every request that falls within your monthly point budget is acknowledged and started within 48 business hours of being received. Requests beyond that budget are handled as set out in 3.7.

For Medium and Large tasks, a completion date is agreed with you when the task begins, because these tasks depend on third parties whose timing we do not control.

If we miss an agreed completion date for a reason within our control, the points used by that task are credited back to your plan. If this happens three times within the same month, the following month is free.

3.7 If you need more than your plan in a given month

Requests beyond the monthly point budget are noted and started at the beginning of the following month, in the order received. Nothing is lost.

If a request cannot wait, we can carry it out outside the plan at €75 per hour, billed on the time actually spent, and only with your prior agreement for that specific request.

If you regularly need more than your plan allows, we will suggest moving to the plan above, which is usually better value than paying by the hour.

4. What we ask of you

So that the service can work, you agree to:

• Complete the intake form within 48 hours of receiving it.

• Reply to our questions within a reasonable time — 48 business hours.

• Give us information that is accurate and complete, and tell us when it changes.

• Use the service regularly, and for lawful purposes only.

• Tell us as soon as something is not right, rather than waiting until the end of the month.

• Not share your access to the service, or its benefits, with people outside your household.

A short satisfaction check at the end of each month, and any testimonial, are optional and never a condition of the service.

5. Ordering, and when the contract starts‍ ‍

5.1 Before you pay, you are shown the main characteristics of the service, the total price payable, how often you will be charged, the duration and how to cancel, and these terms. The order button makes clear that placing the order carries an obligation to pay.

5.2 The contract is formed when we confirm your order by email. That confirmation is sent on a durable medium and includes these terms, the plan chosen, the price, and the model withdrawal form.

5.3 Work begins once the completed intake form has been received and the first payment has gone through.

6. Prices and payment‍ ‍

6.1 Prices. The prices that apply are those displayed on o-lima.com at the time you place your order. The price shown is the final amount payable — nothing is added to it. Any programme rate (see 2.3) is stated on that programme's page.

6.2 First month. The first month is €100 to try the service, with no commitment, and includes 7 task points.

6.3 Subscription. If you continue after the first month, the plan you choose is set up as a monthly subscription. The subscription starts on the day you confirm it, and the same amount is charged automatically on that same day each month, in advance of the month it covers. There is no separate calendar date to agree: the billing day is simply the day the subscription begins.

6.4 Receipts. A receipt is issued automatically for every payment.

6.5 Failed payments. If a payment fails, we let you know and work pauses until the payment goes through.

6.6 Late payment. If an amount remains unpaid, we first send you a reminder free of charge. You then have at least 14 calendar days from that reminder before any interest or compensation may be charged. After that period, interest at the statutory rate and a fixed compensation may apply, within the caps set by Book XIX of the Belgian Code of Economic Law: €20 for amounts up to €150; €30 plus 10% of the amount above €150, for amounts between €150 and €500; €65 plus 5% of the amount above €500, for amounts above €500, capped at €2,000. The same right to compensation applies to you if we owe you money and are late in paying it.

6.7 Price changes. We may change our prices. Existing subscribers are told at least 30 days before a change takes effect, and are free to cancel before it does. A rate locked in under a programme (see 2.3) is unaffected for as long as that programme's terms provide.

7. Your right to withdraw — 14 days

7.1 This contract is concluded at a distance or away from our business premises. You therefore have 14 calendar days, from the day the contract is concluded, to withdraw without giving any reason and at no cost.

7.2 To withdraw, send a clear statement to hello@o-lima.com, by email or WhatsApp, before the 14 days expire. You may use the model form in the annex, but you do not have to.

7.3 If no work has begun, nothing is due, and any amount already paid is refunded within 14 days of us receiving your withdrawal.

7.4 If you expressly ask us to begin work before the end of the 14 days and then withdraw, you pay for the work already carried out, in proportion to what has been provided at the moment of withdrawal. That express request is made by ticking the corresponding box before payment.

7.5 If, at your express request and with your acknowledgement that you would lose your right of withdrawal, the service has been fully performed within the 14 days, the right of withdrawal no longer applies.

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8. Duration, cancellation and termination‍ ‍

8.1 The subscription runs month to month, with no fixed term and no minimum commitment.

8.2 Either of us may end the agreement at any time by a simple written message — email or WhatsApp — with no notice period and no penalty. ‍

8.3 Cancelling stops all future charges. A month already paid runs to its end and is not refunded, because we reserve and block our capacity for you for the full month. This does not affect your right of withdrawal under section 7.

8.4 We may suspend or end the service, after telling you, in the event of non-payment, unlawful requests, or use of the service that is abusive or that makes the working relationship untenable.

9. Confidentiality and personal data‍ ‍

9.1 We treat everything you share — calendar, documents, personal details — as strictly confidential, in accordance with the GDPR (Regulation (EU) 2016/679) and the Belgian Law of 30 July 2018 on the protection of natural persons with regard to the processing of personal data.

9.2 The data collected is used solely to provide the service. It is neither sold nor shared with third parties without your explicit consent.

9.3 Our full privacy policy is available at https://www.o-lima.com/confidentiality-data-protection-policy. It explains what we collect, on what legal basis, how long we keep it, and how to exercise your rights.

9.4 To deliver the service we use a limited number of third-party tools for scheduling, forms, task tracking and communication. These providers act only on our instructions and only for the purposes of the service. The current list is available on request. Where a provider processes data outside the European Economic Area, we make sure an appropriate transfer safeguard is in place.

10. Liability

10.1 Olima acts as a coordinator and facilitator, and undertakes to carry out the service with care and professional skill. This is an obligation of means, not of result: some outcomes depend on third parties we do not control.

10.2 We are not responsible for decisions you make on the basis of information we pass on, for delays or unavailability of third-party providers, or for consequences flowing from information that was inaccurate or incomplete when you gave it to us.

10.3 Nothing in these terms excludes or limits our liability for fraud, for wilful misconduct, for death or personal injury caused by our negligence, or any other liability that cannot lawfully be excluded. Your mandatory rights as a consumer under Belgian law are unaffected.

11. Complaints and disputes

11.1 Please talk to us first: hello@o-lima.com. We reply within 2 business days.

11.2 If we cannot settle it together, you may bring the matter, free of charge, to the Belgian Consumer Mediation Service:

Service de Médiation pour le Consommateur / Consumentenombudsdienst

North Gate II — Boulevard du Roi Albert II 8, box 1 — 1000 Brussels

contact@mediationconsommateur.be · +32 2 702 52 20 · mediationconsommateur.be

‍11.3 The European Commission's Online Dispute Resolution (ODR) platform ceased to operate on 20 July 2025 and is no longer available.

11.4 These terms are governed by Belgian law. Any dispute that cannot be settled amicably falls within the jurisdiction of the courts of the judicial district of Brussels, without prejudice to the mandatory consumer protection rules that give you the right to bring proceedings elsewhere.

12. Changes to these terms

We may update these terms, for instance to reflect a change in the service or in the law. Existing subscribers are notified by email at least 30 days before a change takes effect. If you do not accept the change, you may cancel before that date, at no cost. The version in force is always the one published on o-lima.com.

13. Other

13.1 If any clause is found to be invalid, the rest of these terms stays in force.

13.2 Not enforcing a right on one occasion does not mean giving it up.

13.3 These terms exist in English and in French. Both versions are equally authentic and say the same thing, and we keep them consistent. If a discrepancy is nevertheless found, the reading most favourable to the family prevails, in line with Article VI.37 of the Belgian Code of Economic Law.

13.4 Version 1.0, in force from June 2026.