Terms & Conditions - Professionals
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.
Legal Entity: Thrive Health and Fitness Ltd (CRN: 16501439), trading as VERITHRIVE (“VERITHRIVE”, “we”, “us”, “our”)
Platform Name: VERITHRIVE (the “Platform”)
Jurisdiction: United Kingdom
These Terms and Conditions (“Terms”) constitute a legally binding agreement governing the access to and use of the VERITHRIVE web and mobile applications.
By accessing or using the Platform, Professionals agree to be bound by these Terms. If you do not agree to these Terms, you must cease using the Platform immediately.
Users are bound by a separate set of terms and conditions, which can be accessed at https://www.verithrive.co.uk/terms-conditions-users.
PART A – DEFINITIONS
1. Definitions
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“User”: An individual who accesses or uses the Platform to search for, compare, message, book, review or otherwise engage with Professionals.
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“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.
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“Booking Fee”: A non-refundable fee charged by the Platform to the User for facilitating a booking.
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“Deposit”: A non-refundable 20% portion of the Professional’s fee retained when a cancellation or reschedule occurs within 48 hours.
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“Session Fee”: The full cost of the booked service, including any booking fee.
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“No-Show”: When a User fails to attend a confirmed session without prior notice.
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“Completed Session” means a booked service which has taken place at the scheduled time and location, or which has not been validly disputed or cancelled in accordance with these Terms.
PART B – PROFESSIONAL TERMS
2. Professional Eligibility & Vetting
2.1 VERITHRIVE requires Professionals to submit evidence of qualifications, certifications, identification, and insurance as part of its onboarding and vetting process. However, VERITHRIVE does not guarantee the ongoing accuracy, completeness, or suitability of any Professional’s qualifications, credentials, or services.
2.2 Professionals must provide accurate information and documentation during onboarding and comply with all applicable UK laws and industry regulations and best practices.
2.3 Professionals must submit proof of valid qualifications, professional insurance, and government-issued identification.
2.4 Professionals remain solely responsible for:
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Maintaining valid and up-to-date qualifications and certifications;
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Holding appropriate professional indemnity and public liability insurance;
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Complying with all applicable laws, regulatory requirements, and professional standards; and
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Ensuring that services provided are within the scope of their qualifications and competence.
2.5 VERITHRIVE does not assume responsibility for verifying the ongoing professional competence, performance, or conduct of any Professional beyond its Platform-level vetting procedures and expressly disclaims liability arising from reliance on a Professional’s stated qualifications or representations, to the extent permitted by law.
2.6 VERITHRIVE may approve, deny, or revoke access to the Platform at its sole discretion.
3.1 Professionals agree to:
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Abide by the Terms of this Platform;
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Conduct yourself professionally, ethically, and in a manner that reflects positively on you and VERITHRIVE at all times;
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Provide accurate, honest and up to date profile information about services offered; location, delivery method, whether in-person, online, or hybrid;
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Maintain and show valid qualifications, licences, and insurance;
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Provide services professionally using reasonable skill, care, and diligence;
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Ensure availability and pricing information is accurate and current;
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Avoid unnecessary or repeated cancellations;
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Communicate professionally, respectively and promptly with Users;
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Not solicit Users off-Platform;
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Reviews are not intended for Professionals to use as a marketing opportunity but to give/receive honest feedback;
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Not to use their Bios to reference/advertise other 3rd parties;
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Maintain valid insurance at all times;
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Comply with all legal, tax, regulatory requirements and professional standards arising from your services and earnings; and
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Abide by the Terms of this Platform.
3.2 Both Professionals and Users acknowledge that any harassment, threatening, or abuse of Users or other Professionals will result in being blocked from the Platform.
3.3 Users agree to:
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Act in good faith at all times;
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Carry out their own checks before engaging a Professional;
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Seek medical advice from licensed clinicians if unsure;
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Ensure they are medically fit to participate in any physical activities.
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Not to post misleading, defamatory, or fraudulent reviews;
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Not to engage in fraudulent, abusive, or unlawful conduct;
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Not to circumvent the Platform or encourage off-Platform transactions;
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Not to misuse any features of the Platform.
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Abide by the Terms of this Platform.
3.4 Failure to comply with this Code of Conduct may result in warnings, restrictions, suspension, or permanent removal from the Platform.
3.5 VERITHRIVE retains the right to impose warnings and/or restrictions on you, or to suspend or permanently remove you from the Platform where we reasonably believe your continued participation may harm others or the Platform.
3.6 Upon termination, you will no longer have access to the Platform and may be prohibited from re-registering.
3. Code of Conduct
4.1 Booking
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Professionals are solely responsible for setting and maintaining their availability within the App, including the creation of sessions and/or appointment time slots available for booking by Users.
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Where a User is matched with a Professional, the User may request a booking by selecting an available time slot displayed in the App, as determined by the Professional.
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A booking shall be deemed confirmed only once payment has been successfully completed in accordance with clause 4.2.
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Upon confirmation of a booking, the App will issue confirmation notifications to the User and the Professional via email and/or push notifications, subject to the recipient’s communication preferences and opt-in status.
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The amendment or cancellation of bookings is governed by Part D of these Terms.
4.2 Payments
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VERITHRIVE charges subscription fees, listing fees, and additional fees for value-added services, premium features, or optional promotion, as notified to you.
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Subscriptions are payable monthly in advance, and renew automatically, and are charged inclusive of applicable VAT.
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VERITHRIVE reserves the right to change subscription levels after giving reasonable notice.
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All bookings require 100% upfront payment of the session fee at the time of reservation.
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VERITHRIVE charges a Platform booking fee to the User for facilitating bookings.
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Payments are processed securely through third-party payment providers, such as Stripe or other similar payment processing solutions.
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VERITHRIVE holds the full session balance securely until the session is confirmed as completed.
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The session is considered complete 48 hours after the booking, unless an appeal is raised.
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VERITHRIVE pays the Professional and retains the Booking Fee.
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Booking Fees are non-refundable where cancellations occur within 48 hours of the relevant session.
4. Booking & Payment
5. Reviews
5.1 Reviews must be accurate, fair, and based solely on genuine experiences.
5.2 VERITHRIVE reserves the right to remove any review in breach of these Terms.
PART C – PLATFORM LIABILITY & DISCLAIMERS
6. Nature of the Platform
6.1 VERITHRIVE operates solely as a digital marketplace connecting Users with independent Professionals.
6.2 All services are provided by independent Professionals and VERITHRIVE is not a party to any contract for services between Users and Professionals.
6.3 VERITHRIVE does not employ or control any Professionals, and does not provide, or supervise any health, fitness, medical, therapeutic, or wellness services offered to Users via the Platform.
6.4 VERITHRIVE does not diagnose, treat, or prescribe for any services, and solely provides content and listings for information purposes only.
6.5 All services are provided solely by Professionals acting in their own capacity as independent contractors, who are solely responsible for maintaining valid qualifications and insurance, and their ongoing ability to deliver their services.
7. Limitation of Liability
7.1 Any participation in physical activity, fitness training, rehabilitation, health advice, nutritional guidance, or related services arranged through VERITHRIVE is undertaken between the Professional and the User, and at the User’s own risk.
7.2 Users are solely responsible for selecting and ensuring their chosen Professional is suitable for their needs.
7.3 Users acknowledge that health, wellness, and physical activity services may involve risks and participate voluntarily and accept full responsibility for their own health and safety.
7.4 VERITHRIVE recommends that Users disclose any relevant medical conditions and information to their chosen Professional before commencing any services.
7.5 VERITHRIVE does not guarantee the competence, suitability, or performance of a chosen Professional.
7.6 VERITHRIVE is not responsible for verifying the accuracy of any information or advice provided by Professionals. If Users notice something that is clearly erroneous, they are encouraged to contact the Platform.
7.7 Users are recommended to seek appropriate medical or professional advice before commencing any fitness, rehabilitation, nutritional or wellness programme and to disclose relevant health conditions to their chosen Professional prior to participation.
7.8 VERITHRIVE recommends that Users stop their chosen services immediately if feeling unwell or unsafe.
7.9 VERITHRIVE shall not be liable for any injury, illness, loss, damage, or adverse outcome arising from or in connection with services provided by Professionals, except where such liability cannot be excluded under applicable UK law.
7.10 VERITHRIVE shall not be liable for any injury, loss, damage, or dispute arising from any acts, or omissions, of services provided to Users by Professionals.
7.11 VERITHRIVE’s liability to you under this Agreement is limited to Fees paid by you to use the Platform to purchase for the services sought or provided.
8. Service Disclaimers
8.1 Mobile/Network Provider
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When using this Platform, you will use data via either your Mobile and/or Network Provider, and may be charged by them. You are responsible for such charges, and you acknowledge that any such charges will apply to them in respect of your use of this Platform. And if you are not the bill payer, you must obtain permission from them before using the Platform.
8.2 Down Time
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VERITHRIVE does not guarantee uninterrupted, 24/7 Platform availability and functionality. Like all platforms, VERITHRIVE will need to undertake ongoing maintenance, bug fixes, and correct errors, so the Platform may be unavailable, in whole or in part, or suspended from time to time.
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Similarly, VERITHRIVE partners with 3rd Party suppliers, like its payments provider, and relies on them to ensure the Platform functions properly. Sometimes they may have issues too, or plan changes and maintenance which means some functionality may be unavailable due to matters outside of our control.
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VERITHRIVE does not accept any liability for the impact any of this might have on Users or Professionals.
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If we do make changes to the Platform, or plan essential down time, we will advise you in advance, and recommend that any updates are downloaded as soon as possible.
8.3 Force Majeure
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Sometimes extraordinary, unforeseeable and unavoidable events happen which are outside of VERITHRIVE’S control - such as natural disasters, wars, or pandemics - which may require the Platform to be suspended or even terminated.
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In such circumstances, VERITHRIVE will not be liable for any delays or failures in performing our obligations within these Terms.
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VERITHRIVE will make every effort to find alternative ways to deliver to you, and/or offer a reasonable estimate of when Platform services will resume, if at all possible.
8.4 Artificial Intelligence
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VERITHRIVE may utilise artificial intelligence ("AI") technologies to enhance our services and improve your experience on our Platform. This may include helping us improve the functionality and efficiency of our Platform, and with data analysis, messaging, marketing, and communications.
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VERITHRIVE may also use some AI technologies provided by 3rd party service providers.
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As a relatively new technology, VERITHRIVRE cannot guarantee that any AI-generated outputs will be totally reliable, so you are asked to use your own discretion and judgement when relying upon any of them for any decisions you make.
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By using our Platform and any of our AI technologies, VERITHRIVE shall not be liable for any claims, losses, or damages arising from your use of AI-generated information.
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VERITHRIVE’s use of AI technologies is conducted in accordance with our Privacy Policy, including applicable data protection laws. And we reserve the right to modify any AI technologies, and use any 3rd party AI providers as our business needs dictate.
PART D – CANCELLATION, PAYMENTS & FEES
9. Cancellation
9.1 VERITHRIVE operates a structured cancellation and rescheduling policy designed to protect both Users and Professionals by providing clarity, fairness, and predictability.
9.2 By confirming a booking through VERITHRIVE, Users acknowledge and agree that:
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Time slots reserved with Professionals are exclusive and removed from public availability;
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Late cancellations or no-shows may result in financial loss to Professionals; and
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The terms set out in this policy will apply automatically to all bookings made on the Platform.
9.3 Users may cancel or reschedule a confirmed booking at least forty-eight (48) hours prior to the scheduled session start time without penalty, subject to Section 10.
9.4 Cancellations or rescheduling requests submitted within forty-eight (48) hours of the scheduled session start time are classified as late cancellations and will be subject to deposit retention and partial refund in accordance with Section 10 of this Policy.
9.5. Cancellations by Professional must only occur where reasonably necessary.
9.6 Repeated cancellations by Professional may result in penalties, suspension, or removal from the Platform.
9.7 All Professional cancellations result in a full refund to the User.
10. Platform Fees
10.1 VERITHRIVE charges subscription fee, listing fees, and additional fees for value-added services, premium features, or optional promotion, as notified to you.
10.2 Subscriptions are payable monthly in advance, and renew automatically, and are charged inclusive of applicable VAT.
10.3 VERITHRIVE reserves the right to change subscription levels after giving reasonable notice.
10.4 All bookings made through VERITHRIVE require full payment upfront at the time of reservation via the Platform.
10.5 Where a booking is cancelled or rescheduled within forty-eight (48) hours of the scheduled session:
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A 20% non-refundable deposit (“Deposit”) will be retained from the total session fee.
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The Deposit reflects compensation for the Professional’s reserved time and preparation.
10.6 VERITHRIVE charges a Platform booking fee for facilitating bookings. Booking fees are non-refundable where cancellations occur within 48 hours.
10.7 For cancellations or rescheduling within forty-eight (48) hours:
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The retained Deposit and any booking fee will not be refunded.
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The Professional will receive the Deposit.
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VERITHRIVE will retain the booking fee.
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The remaining balance of the session fee will be refunded to the User using the original payment method.
10.8 If a User fails to attend a scheduled session without providing notice:
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The booking will be classified as a No-Show;
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The full session fee will be charged;
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The Professional will receive their full fee.
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VERITHRIVE will retain the booking fee.
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No refund will be issued under any circumstances, subject to Section 17 (Exceptions).
10.9 VERITHRIVE may revise applicable fees with reasonable notice.
11. Payment Flow & Funds Release
11.1 Upon booking confirmation, 100% of the session fee is collected by VERITHRIVE and held securely via a third-party payment provider.
11.2 Subject to these Terms, funds payable to the Professional (less any applicable Booking Fee, commission, or retained Deposit) are released automatically forty-eight (48) hours after the scheduled session end time, provided that:
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the session was not cancelled by the Professional; and
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no dispute, complaint, or refund request has been raised by the User or the Professional within that period.
11.3 Professionals acknowledge and agree that payout timing is automated and not dependent on manual confirmation by the User.
11.4 Dispute Hold
Where a dispute, complaint, or allegation relating to the booking is raised before funds are released:
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VERITHRIVE may temporarily withhold all or part of the payout pending investigation;
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VERITHRIVE may request information or evidence from either party; and
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VERITHRIVE reserves the right to determine the appropriate resolution, including partial or full payout, refund, or fee retention, acting reasonably and in accordance with UK consumer law.
11.5 No-Show Confirmation
Where a booking is classified as a No-Show:
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VERITHRIVE may rely on Platform data, communication logs, location confirmation, or Professional confirmation to verify attendance;
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Once confirmed, payout shall be released in accordance with Section 10 and this Section 11.
11.6 Payment Processing Delays
Professionals acknowledge that payout timing may be affected by third-party payment provider processing times, bank holidays, or compliance checks. VERITHRIVE is not liable for delays outside its reasonable control.
12. Payment Security
12.1 All payments are processed through third-party payment providers, like Stripe.
12.2 VERITHRIVE does not store full payment card or bank details.
12.3 VERITHRIVE is not responsible for the performance of the payment processor, but will provide support where possible.
13. Exceptions & Appeals
13.1 Users may submit an appeal for late cancellation or no-show charges in cases involving:
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Medical emergencies;
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Serious illness; and
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Unavoidable or unforeseen circumstances beyond the User’s reasonable control.
13.2 Review process
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Appeals must be submitted via the VERITHRIVE app or support channels within a reasonable timeframe.
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VERITHRIVE reserves the right to request supporting documentation.
13.3 VERITHRIVE retains sole discretion to:
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Uphold, reduce, or waive charges; and
Override this Policy where required by UK consumer protection legislation or fairness principles.
14. Professional Cancellations
14.1 If a Professional cancels a booking at any time, for any reason: The User will receive a full refund.
14.2 Professional Accountability: Repeated, avoidable, or unjustified cancellations by Professionals may result in:
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Platform warnings;
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Temporary suspension;
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Financial penalties;
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Permanent removal from VERITHRIVE.
VERITHRIVE reserves the right to determine what constitutes repeated or unreasonable cancellations.
15. Amendments to Bookings
15.1 Rescheduling requests are subject to Professional availability.
15.2 Rescheduling within forty-eight (48) hours is treated as a late cancellation and is subject to Deposit and fee retention.
PART E – DISPUTE RESOLUTION
16. User–Professional Disputes
16.1 Professionals should attempt to resolve disputes directly with the User.
16.2 VERITHRIVE may assist in mediating disputes at its discretion, in which case you agree to participate in VERITHRIVE’S dispute resolution process.
16.3 VERITHRIVE may:
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Temporarily hold funds;
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Facilitate mediation;
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Impose penalties;
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Suspend or remove your profile; and/or
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Release funds following investigation.
16.4 Professionals waive any right to pursue independent legal action against VERITHRIVE regarding dispute outcomes unless required by law.
16.5 VERITHRIVE’s decision on refunds or penalties is final.
17. Disputes with VERITHRIVE
17.1 Complaints should be directed to disputes@verithrive.co.uk.
17.2 VERITHRIVE aims to resolve complaints within 21 days.
17.3 Unresolved disputes shall be exclusively governed by the laws of England and Wales.
PART F - INSURANCE GUIDANCE
18. Purpose of this Guidance
18.1 VERITHRIVE operates a marketplace connecting Users with independent wellness and lifestyle Professionals. To protect Users, Professionals, and the Platform, appropriate insurance coverage is a mandatory condition of participation.
18.2 This guidance explains:
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The types of insurance typically required;
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Minimum coverage expectations;
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Ongoing compliance responsibilities; and
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How insurance interacts with disputes and claims.
18.3 All Professionals listed on VERITHRIVE operate as independent contractors, not employees, agents, or representatives of VERITHRIVE.
18.4 Professionals are solely responsible for:
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Their services;
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Their conduct;
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Their legal and regulatory compliance; and
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Maintaining adequate insurance coverage at all times.
19. Insurance Requirements
19.1 To be listed and remain active on the VERITHRIVE Platform, Professionals must maintain valid, active insurance appropriate to the services they provide.
19.2 At a minimum, this includes:
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Professional Indemnity Insurance
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Covers claims arising from:
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Professional negligence
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Errors or omissions
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Advice or instruction provided during sessions
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Typical minimum cover: £1,000,000 per claim (or higher where required by law or professional body).
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Public Liability Insurance
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Covers claims arising from:
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Personal injury to Users or third parties
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Property damage occurring during service delivery
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Typical minimum cover: £2,000,000 per claim.
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Additional or Sector-Specific Insurance:
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Depending on your services, additional cover may be required, including:
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Employer’s Liability Insurance (if employing staff)
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Cyber Liability Insurance (for online or remote services)
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Product Liability Insurance (where products are supplied)
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Medical Malpractice Insurance (where regulated healthcare services are provided)
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20. Evidence and Verification
20.1 Professionals must submit Insurance certificates clearly showing:
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Professional’s name or business
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Policy type
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Coverage limits
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Policy number
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Insurer name
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Valid dates
20.2 Insurance must remain active and valid at all times.
20.3 Failure to maintain valid insurance may result in:
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Profile suspension
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Removal from search results
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Booking restrictions
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Termination of Platform access
21. Renewal & Ongoing Compliance
21.1 Professionals are responsible for:
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Monitoring expiry dates
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Uploading renewed certificates promptly
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Ensuring coverage remains appropriate as services evolve
21.2 VERITHRIVE may conduct periodic checks and request updated documentation at any time.
22. Insurance & Disputes
22.1 VERITHRIVE operates an in-app dispute and complaints process.
22.2 In the event of:
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Injury;
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Alleged negligence; and/or
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Professional misconduct,
Professionals may be required to:
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Notify their insurer promptly;
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Provide policy details to VERITHRIVE; and
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Cooperate with investigations or claims handling.
22.3 VERITHRIVE does not provide insurance coverage for Professionals and is not responsible for settling claims on their behalf.
23. Relationship to VERITHRIVE Arbitration
23.1 VERITHRIVE may facilitate dispute resolution, mediation, or arbitration between Users and Professionals.
23.2 Insurance coverage does not limit VERITHRIVE’s ability to:
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Issue refunds
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Impose Platform penalties
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Suspend or remove Professionals
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Withhold payouts pending investigation
24. Geographic Scope
Insurance coverage must:
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Be valid in the UK
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Cover the geographic location where services are delivered
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Extend to online or remote services where applicable
25. No Insurance Advice Disclaimer
VERITHRIVE does not:
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Recommend specific insurers
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Provide advice on policy selection
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Guarantee adequacy of coverage
Professionals are responsible for seeking independent advice where required.
PART F - INSURANCE GUIDANCE
26. Termination
26.1 VERITHRIVE may suspend or terminate accounts where Terms are breached or behaviour is deemed harmful.
27. Amendments
28.1 VERITHRIVE may modify these Terms at any time.
28.2 We will notify you of material changes and updates.
28.3 Continued use of the Platform constitutes acceptance of the updated Terms
28. Governing Law
These Terms are exclusively governed by, and shall be interpreted in accordance with, the laws of England and Wales.
For all enquiries regarding these Terms, please contact: support@verithrive.co.uk
29. Personal Data
How we use any personal data you give us is set out in our Privacy Policy: