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Complaints Policy

VERITHRIVE is a marketplace for end Users to find, match and book professionals in the fitness, health, and wellness sector. It exists to help Users find qualified, vetted and verified Professionals with peace of mind; and gives qualified professionals a space to promote their services.

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Legal Entity: Thrive Health and Fitness Ltd (CRN: 16501439), trading as VERITHRIVE (“VERITHRIVE”, “we”, “us”, “our”)

Platform Name: VERITHRIVE (the “Platform”)

Jurisdiction: United Kingdom

 

This Policy was last updated 12.03.2026

 

This Complaints Policy (“Policy”) forms part of the VERITHRIVE Terms of Service and governs how complaints, disputes, and issues arising from bookings made through the VERITHRIVE platform are handled.

 

Definitions:

  • “User” or "Client": An individual who accesses or uses the Platform to search for, compare, message, book, review or otherwise engage with Professionals.

  • “Professional”: An independent service provider offering fitness, wellness and lifestyle services through the Platform, including but not limited to, fitness trainers, physiotherapists, osteopaths, nutritionists, and private chefs.

  • “Platform”: our website, mobile application, and any related online services offered by VERITHRIVE.

1. Purpose of this Policy

At VERITHRIVE, our goal is to create a trusted environment where our clients (User) can confidently book qualified professionals, and professionals can deliver services without unnecessary friction. VERITHRIVE is committed to maintaining a fair, transparent, and safe marketplace for fitness, health, wellness and lifestyle services. 

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We believe that if you follow our Code of Conduct and Booking & Payment processes, as set out in the Terms & Conditions you have agreed to then there will be no issues. However, we understand that occasionally things don’t go as expected. When this happens, our Policy is designed to be fair, transparent, and efficient for both clients and professionals.  If you do experience an issue, this policy explains how complaints and disputes are handled when a booking is made through VERITHRIVE.

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However, whilst VERITHRIVE does not itself provide fitness, health, wellness and lifestyle services, we recognise the importance of clear resolution mechanisms where exceptional issues may arise.

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This Policy explains:

  • How Users and Professionals may raise complaints or disputes.

  • How VERITHRIVE reviews and resolves issues;

  • What remedies may be available;

  • The respective responsibilities of Users, Professionals, and VERITHRIVE.

2. Our Role

VERITHRIVE is a marketplace platform that connects clients with independent professionals.

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Professionals listed on VERITHRIVE operate their own independent businesses and are responsible for delivering the services they advertise.

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While VERITHRIVE does not provide the services directly, we:

  • Verify professional credentials where applicable;

  • Facilitate booking and communication;

  • Hold certain payments securely;

  • Provide dispute resolution support where necessary.

 

We take any expression of dissatisfaction seriously and consider it to be a Complaint, And our goal is to resolve issues fairly and protect both parties.

3. Scope of Complaints & Disputes Covered

This Policy applies to disputes and complaints relating to bookings made through the VERITHRIVE platform, including but not limited to:

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  • Either party fails to attend a booked session (no-shows);

  • Late cancellations or rescheduling disputes by either party;

  • Services delivered were significantly different from what was advertised;

  • The session ended prematurely without reasonable explanation;

  • The booking was cancelled improperly or without the required notice;

  • Alleged misrepresentation of qualifications or services or pricing;

  • Either party were believed to be uncourteous or acted unsafely;

  • Considered lack of skill, care and diligence on the part of the Professional; 

  • Health, safety, or injury-related concerns arising from a session;

  • Payment, refund, or charge disputes;

  • Either party tried to solicit business off Platform;

  • Disagreements over feedback or reviews. 

 

Complaints and disputes must relate specifically to a booking made through the

VERITHRIVE platform.

 

If you have a complaint about the platform or service itself - VERITHRIVE’s own policies, procedures or services - rather than a specific User or Professional, you are asked to contact us directly.

 

This Policy does not cover:

  • A client simply did not enjoy the session or personality fit;

  • The client changed their mind after the service has been delivered;

  • Lack of progress or results (e.g. weight loss or fitness outcomes) versus expectations;

  • Disputes arising from services booked or delivered outside the platform;

  • General dissatisfaction unrelated to the booking or service delivery;

  • Matters already subject to external legal proceedings unless required by law.

 

Fitness and wellness outcomes depend on many variables, including client effort and consistency. For this reason, results cannot be guaranteed and are not grounds for disputes.

 

VERITHRIVE is not a party to the contract between User and Professional, but we may be able to assist.

4. How to Raise a Complaint

4.1 Contact the Professional

If you have an issue, we recommend that you first contact the Professional. We expect them to handle complaints professionally and responsibly, but if your issue cannot be resolved directly, then we ask that you contact the platform so we can help resolve it.

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4.2 Reporting a Problem

If a dispute occurs, you should report it through the VERITHRIVE platform within 48 hours of the scheduled session.

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When submitting a complaint, clients may be asked to provide:

  • A description of the issue;

  • Screenshots or messages where relevant;

  • Any supporting evidence.

 

This helps us investigate the situation swiftly and fairly.

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4.3 Time Limits

Unless otherwise required by law:

  • Complaints must be submitted within 48 hours of the scheduled session date;

  • Injury or safety-related concerns should be reported immediately or as soon as reasonably practicable.

 

Failure to report within these timeframes may limit VERITHRIVE’s ability to investigate or provide remedies.

 

4.4 Our Promise

VERITHRIVE will not get directly involved in resolving disputes between Users and Professionals, because we do not offer a formal dispute resolution service. But we will use our best efforts to facilitate an open, honest, and respectful conversation between all concerned. We will help to explain, clarify, or resolve any misunderstandings without taking sides.

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Confidentiality: all complaints will be handled confidentially, with details shared strictly between the parties involved, unless legally required.

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4.5 Criminal Activity

If any fraud or criminal activity is suspected, clients are encouraged to report it immediately to local police/authorities and to notify their Bank, as well as VERITHRIVE. 

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4.6 Personal Safety

If you feel unsafe, bullied, or threatened, at any time, you should report this to VERITHRIVE immediately.

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4.7 Contact Us

For all complaints and disputes, please contact us at: complaints@verithrive.co.uk

5. Payment Holds & Interim Measures

Upon receipt of a dispute:

  • VERITHRIVE may temporarily withhold payment to the Professional;

  • VERITHRIVE may suspend future bookings with the Professional while the matter is under review;

  • These measures are precautionary and do not imply fault.

6. Review & Resolution Process

6.1 Initial Review

VERITHRIVE will conduct an initial assessment to determine whether the:

  • Dispute falls within the scope of this Policy;

  • Complaint appears substantiated based on available information.

 

6.2 Investigation

Where appropriate, once a dispute is submitted, VERITHRIVE will:

  • Review the booking details, communications, and submitted evidence;

  • Contact both the client and professional to gather any additional information required;

  • Request additional documentation or clarification from either party.

  • Assess compliance with the Platform’s standards and policies.

 

6.3 Resolution Outcomes

After reviewing the situation, and at our discretion, VERITHRIVE may decide to:

  • Issue a partial or full refund;

  • Offer a credit toward another session;

  • Release the payment to the Professional;

  • Issue a warning or restriction or penalties to the Professional’s account;

  • Temporary or permanent removal of a Professional from the platform;

  • Suspension or removal of the User’s account.

 

We cannot force a Professional to act, but after investigating we may decide they no longer continue to meet our standards for remaining on our platform. 

 

Decisions will be based on the evidence available and the circumstances of the booking.

7. Health, Safety & Injury Complaints

7.1 Platform Role

VERITHRIVE does not provide health, medical, fitness, or therapeutic services and does not supervise service delivery.

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Professionals operate as independent contractors and are solely responsible for:

  • The safety of their sessions;

  • Their conduct;

  • Compliance with applicable professional best practice and laws.

 

7.2 Professional Insurance

Professionals are required to maintain valid:

  • Professional indemnity insurance;

  • Public liability insurance.

 

Where appropriate, VERITHRIVE may:

  • Request confirmation of insurance coverage;

  • Cooperate with insurers or regulatory bodies;

  • Suspend or remove Professionals pending a broader investigation.

8. Payment Protection

VERITHRIVE’s standard process is to: 

  • Hold the full session balance securely until the session is confirmed as completed.

  • The session is considered complete 48 hours after the booking, unless a dispute is raised.

  • If you raise a complaint after the 48 hour period, we will still investigate it, but you may lose your Session Fee. 

 

If a dispute is raised during this period, funds may be held until the investigation is complete. This process helps ensure that clients feel safe booking professionals they have not worked with before.

9. Our Resolution is Final

Once VERITHRIVE has reviewed a dispute and issued a decision, that decision is considered final within the Platform.

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If either party wishes to pursue further action, they may do so independently through the appropriate legal channels.

10. Chargebacks & External Claims

Users are encouraged to raise disputes directly with the Professional and/or VERITHRIVE before initiating chargebacks or external claims.

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VERITHRIVE reserves the right to:

  • Contest unjustified chargebacks;

  • Recover costs arising from fraudulent or bad-faith claims;

  • Provide evidence to payment processors or financial institutions.

11. User Responsibilities

Users agree to VERITHRIVE’s policies, especially:

  • Provide accurate and honest information;

  • Follow reasonable instructions given by Professionals;

  • Disclose relevant health information where appropriate;

  • Use the complaint and dispute process in good faith.

 

Abuse of this Policy may result in account suspension or termination.

12. Professional Responsibilities

Professionals using VERITHRIVE must agree to maintain high standards of conduct, including:

  • Delivering services as advertised;

  • Honouring confirmed bookings;

  • Communicating professionally with clients;

  • Maintaining valid certifications and insurance where required

 

During any dispute resolution, Professionals agree to:

  • Engage constructively;

  • Provide accurate information when requested;

  • Maintain professional conduct at all times;

  • Comply with VERITHRIVE policies and applicable laws.

 

Repeated complaints or serious violations may result in:

  • Reduced platform visibility;

  • Temporary suspension;

  • Permanent removal from the platform.

13. Fair Use Policy

VERITHRIVE seeks to protect Users and Professionals from misuse of the dispute system.

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Accounts that repeatedly submit false or unreasonable disputes may face restrictions or removal from the platform.

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Our goal is to maintain a fair, transparent and safe marketplace for everyone.

14. Safety First

If a either party ever feels unsafe or experiences inappropriate behaviour, they should report the issue to VERITHRIVE immediately.

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Serious safety concerns may result in immediate suspension of a professional while the matter is investigated.

15. Our Commitment

VERITHRIVE exists to make booking professionals safer, more transparent, and easier.

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Our Policy is designed to ensure that:

  • Clients can book with confidence;

  • Professionals are treated fairly;

  • Issues are resolved quickly and transparently.

 

If you need help understanding how to raise a complaint, please contact: support@verithrive.co.uk.

16. Amendments to This Policy

VERITHRIVE may update this Policy from time to time. The most current version will always be available via the Platform. Continued use of the Platform constitutes acceptance of any updated terms.

17. Contact & Support

For questions or assistance relating to disputes or complaints, please contact VERITHRIVE at: complaints@verithrive.co.uk.

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