Complaints Policy
VERITHRIVE provides a marketplace for Users to connect with and book wellness professionals. It aims to support Users in finding vetted experts securely while providing Professionals a platform for growth.
Legal Entity: Thrive Health and Fitness Ltd (CRN: 16501439), trading as VERITHRIVE (“VERITHRIVE”, “we”, “us”, “our”)
Platform Name: VERITHRIVE (the “Platform”)
Jurisdiction: United Kingdom
Last updated: 12.03.2026
This document is a core part of the VERITHRIVE Terms of Service and outlines how we handle issues arising from bookings made on the VERITHRIVE site.
Definitions:
“User/Client”: Anyone using the Platform to hire or communicate with Professionals.
“Professional”: Independent experts like fitness coaches, nutritionists, or chefs offering services via the Platform.
“Platform”: The mobile app and website managed by VERITHRIVE.
1. Policy Objectives
Our goal at VERITHRIVE is to offer a secure space where clients and experts transact with ease. VERITHRIVE maintains a transparent marketplace for the lifestyle and wellness sector.
Following our guidelines ensures limited friction, but we possess this Policy to manage unexpected disputes fairly. If issues occur, this text defines how VERITHRIVE addresses them.
Since VERITHRIVE does not provide the coaching directly, we offer these mechanisms to ensure resolution in exceptional cases.
This document details:
Raising disputes;
Resolution workflows;
Remedies;
Parties' obligations to VERITHRIVE.
2. Our Role
VERITHRIVE acts as a connector between clients and independent service providers.
Professionals on VERITHRIVE are independent entities responsible for their own service delivery.
VERITHRIVE does not work as a provider, but we:
Audit credentials;
Support communication;
Secure payments;
Assist in resolution.
We treat every report seriously as a formal Complaint to protect all parties.
3. Scope of Covered Issues
This Policy covers booking-related conflicts on the VERITHRIVE site, such as:
Missed sessions;
Booking timing disputes;
Services not as described;
Abrupt endings;
Improper cancellation;
False credential claims;
Unsafe behavior;
Failure of diligence by Professionals;
Safety concerns;
Payment and refund issues;
Off-platform solicitation;
Feedback disputes.
All issues must be tied to a VERITHRIVE booking.
For complaints regarding VERITHRIVE itself rather than a user, reach out to us directly.
Exclusions:
Personal preference or lack of chemistry;
Post-service regret;
Failure to hit fitness goals;
Offline bookings;
General unhappiness;
Legal proceedings.
Wellness results rely on client consistency; thus, VERITHRIVE cannot guarantee specific outcomes.
VERITHRIVE is not the direct contractor but assists in mediation when needed.
4. Raising a Dispute
4.1 Talk to the Professional
We ask that you first engage the Professional to resolve the issue. If that fails, contact the VERITHRIVE team for help.
4.2 Filing a Report
Report disputes via the VERITHRIVE interface within 48 hours of the scheduled time.
Provide:
Issue summary;
Relevant messages;
Any evidence.
4.3 Deadlines
Formal complaints must be filed within 48 hours. Report safety risks to VERITHRIVE immediately.
Missing these windows may prevent VERITHRIVE from helping.
4.4 Mediation
VERITHRIVE facilitates dialogue but does not act as a judge. We aim for clarity and respect for all parties involved.
We keep all details private unless law requires disclosure.
4.5 Illegal Acts
Report fraud or crime to the police, your bank, and VERITHRIVE.
4.6 Safety
If threatened, tell VERITHRIVE now.
4.7 Support
Email: complaints@verithrive.co.uk
5. Financial Safeguards
Upon a report:
VERITHRIVE might hold pending fees;
VERITHRIVE may pause the Professional's booking ability;
These are neutral actions taken during review.
6. Investigation Steps
6.1 Triage
VERITHRIVE checks if the claim is valid and falls under this policy.
6.2 Evidence Gathering
VERITHRIVE will:
Inspect booking logs;
Interview both parties;
Verify facts against platform codes.
6.3 Outcomes
We may, at the discretion of VERITHRIVE:
Issue refunds or credits;
Pay the Professional;
Restrict accounts;
Ban users or experts from the platform.
We don't control independent parties, but we decide if they can stay on the VERITHRIVE platform based on their conduct.
7. Health and Safety Claims
7.1 Platform Limits
VERITHRIVE is not a medical or therapy provider. We do not monitor sessions.
Professionals are solely liable for:
Session safety;
Their behaviors;
Legal compliance.
7.2 Coverage
Experts must have professional and liability insurance. VERITHRIVE may check these records or work with insurers. VERITHRIVE will remove any unsafe providers.
8. Funds Security
VERITHRIVE holds booking fees until 48 hours post-session. If no dispute reaches VERITHRIVE, the session is marked done. Complaints made after this window mean the fee may have already been released. This setup ensures Users feel secure when choosing new experts via VERITHRIVE.
9. Finality of Decisions
A decision by VERITHRIVE is final regarding platform actions. Parties may seek external legal remedies outside of VERITHRIVE if they choose.
10. External Claims
Contact the Pro or VERITHRIVE before your bank. VERITHRIVE will fight false chargebacks and share data with banks to protect the platform's integrity.
11. Duties of the User
Users must be honest, follow safety tips, and share health info. Misusing the VERITHRIVE complaint system can lead to an account ban.
12. Duties of the Professional
Pros on VERITHRIVE must be professional, honor bookings, and keep insurance current. During disputes, they must cooperate with VERITHRIVE. Violations lead to lower visibility or removal from VERITHRIVE.
13. System Integrity
VERITHRIVE guards against system abuse. Users filing false claims will be removed. VERITHRIVE aims for a safe space for all.
14. Risk Reporting
Tell VERITHRIVE if you feel unsafe. VERITHRIVE may suspend accounts during a safety probe to ensure total community protection.
15. Core Promise
VERITHRIVE makes finding help easier and safer. We ensure confidence for clients and fairness for pros. For help, email: support@verithrive.co.uk.
16. Policy Changes
VERITHRIVE updates these terms periodically. Staying on the Platform implies you accept the latest VERITHRIVE standards.
17. Help Center
For help with a dispute on VERITHRIVE, reach our dedicated team at: complaints@verithrive.co.uk.