These Terms govern bookings made on zenoa.tech by clients in the United Kingdom. The platform is operated by Pimms Consulting Ltd, a company registered in England and Wales under number 10522405, registered office: C/O MGB Accountants, Suite 22 Trym Lodge, 1 Henbury Road, Westbury-on-Trym, Bristol BS9 3HQ ("Zenoa"). Your session contract is with the practitioner you book, not with Zenoa: Zenoa is a booking intermediary acting on the practitioner's behalf.
Zenoa lets independent wellness and sports-recovery practitioners publish discounted last-minute slots, and lets you book and pay online. Practitioners are independent professionals responsible for their services, qualifications and insurance. Zenoa verifies credentials at onboarding but provides no care and no medical advice; platform content is informational and does not replace consulting a healthcare professional.
You pay the full displayed price at booking, by card, in the currency shown for the practitioner's city. Payment is collected on the practitioner's behalf by Stripe, a third-party payment services provider (terms and information: stripe.com/gb/legal); your confirmation and booking status are available through the link in your confirmation email. Displayed prices are final, no fees are added at checkout.
To book, you create a client profile protected by a password you choose; a code sent to you by email checks your address and also lets you sign in without the password or change it. When booking, you provide your name, phone number and email, and, where relevant, a few practical access details chosen from closed options. Do not include any medical information: the practitioner will ask you on site.
You may cancel free of charge up to 4 hours before your slot, or within 15 minutes of booking, whichever gives you more time. Within this policy, cancel via your booking link and your refund is issued automatically to your original payment method (bank processing times apply). Inside 4 hours, bookings are non-refundable, reflecting the last-minute nature of the service: the practitioner has reserved that time for you; contact us or the practitioner for goodwill exceptions.
Bookings are for wellness services supplied on a specific date. Under regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation right provided by those Regulations does not apply to services relating to leisure activities where the contract provides for a specific date or period of performance. In addition, by confirming your booking you expressly request that the service be performed on the chosen date and acknowledge that, once the service has been fully performed, you can no longer cancel under those Regulations (regulation 36). This exclusion is without prejudice to your cancellation rights under clause 3 above and to your statutory rights, including under the Consumer Rights Act 2015 (claims about service quality lie against the practitioner).
Zenoa is for people aged 18 or over. A practitioner who finds that a client is under 18 may refuse the session; the client is then refunded in full.
Provide accurate information, attend on time, and tell the practitioner, on site, anything relevant to the safe delivery of the session. If in doubt about your health, consult a healthcare professional first: wellness services are not medical treatment.
You may review a session after it has been paid for and completed, from the tracking link of your booking: only clients who paid for the session can rate it. Reviews are shown newest first. A review that seems to contain health information is automatically put on hold: it is not published until Zenoa has read it, then it is published or deleted. They must be honest, lawful, based on your own experience, and contain no health information. No review is bought or paid for: the "Zenoa Quill" title and the frames and medallions of your spirit animal depend on the number of reviews you have left, never on their rating or content, and have no monetary value. Any member can report a review (insulting or defamatory remarks, health information, personal data, fake review): the review is hidden, then Zenoa restores or deletes it. Zenoa does not moderate a review because it is favourable or unfavourable. Reviews stay online while the practitioner's profile is published.
The practitioner is responsible for the services provided. Zenoa is responsible for operating the platform with reasonable care, in its capacity as booking intermediary. To the extent permitted by law, Zenoa's liability to you in connection with a booking is limited to the amount you paid for that booking. This limitation does not restrict your rights against the practitioner in respect of the session, and nothing in these Terms excludes or limits Zenoa's liability for death or personal injury caused by its negligence, for fraud, or for any breach of your statutory rights under the Consumer Rights Act 2015 that cannot be excluded or limited.
Your data is processed as described in the Privacy Policy. Booking details are shared with your practitioner to deliver the session. Marketing only with your opt-in; every message includes an unsubscribe.
In case of a dispute, first send a written complaint to Zenoa at support@zenoa.tech. If you have not received a satisfactory answer within two (2) months of your complaint, Zenoa will tell you, in writing, the name and website of an alternative dispute resolution provider approved by the Chartered Trading Standards Institute that could deal with the dispute, and whether Zenoa agrees to use it, as required by the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Using alternative dispute resolution is voluntary and does not affect your right to go to court. These Terms are governed by the laws of England and Wales, without depriving you of the mandatory consumer protections of your country of residence; you may bring claims in your local courts where the law so provides. The version of these Terms accepted at booking applies to that booking. Complaints: support@zenoa.tech.
Zenoa offers a loyalty programme, linked to your client profile (clause 2); you follow your spirit animal and your discounts on your spirit animal page. Sessions that are paid for and attended, booked with the account's email address, are counted; cancelled or refunded sessions are not counted. A discount applies to the price of the session at booking, provided you are signed in to your account when you book: 5% on your 5th counted session, 10% on the 10th, then 10% every 10 sessions (20th, 30th and so on). The discount is financed by Zenoa, which reduces its commission on that session by the same amount; the practitioner receives what they would have received without the discount. Where Zenoa's commission on the session you are booking is not enough to fund the whole discount (a slot the practitioner has already heavily discounted), the discount is not used and remains available for a later booking; you are told before you pay. Sessions booked with a practitioner you follow through their link or QR code (clause 11) count towards your spirit animal, but as Zenoa earns no commission on those sessions, a loyalty discount can only apply to a session on which Zenoa earns a commission, that is with a practitioner Zenoa introduced you to; it then remains available for a later booking of that kind. The discount is personal, cannot be transferred, cannot be combined with another Zenoa discount and cannot be converted into money; if the booking is cancelled or refunded, the discount is returned to your account. Zenoa may change or end the programme with thirty (30) days' notice, given on the site or by email; discounts already applied to a booking are kept. The data processed for the programme is described in the Privacy Policy.
You can follow a practitioner or a clinic on Zenoa, from a link or QR code they shared with you, or from their page. You will then receive, no more than twice a week and never between 9 pm and 8 am, a notification or an email when they publish a slot available within the next 24 to 48 hours. Times and places shown are those actually available when the message is sent; a slot may still be booked by another member between the message and your booking. You can stop following a practitioner at any time, in one click, from any message or from your profile. Following a practitioner is free and commits you to nothing. A practitioner you follow may hold a slot for their followers for a few hours, at the price the practitioner chooses, before offering it to all members with a discount. How you came to follow the practitioner (their link or QR code, or a button on Zenoa) is used to calculate the commission Zenoa charges the practitioner, never the price you pay.
A signed-in member can buy a Zenoa gift card of £30, £50, £80 or £100 for someone else, valid with Zenoa practitioners in the United Kingdom. The card is sold and collected by Zenoa (not on behalf of a practitioner); it is sent by email to the recipient on the date chosen by the buyer, with a code. To use it, the recipient creates a free client profile and activates the code; the amount becomes a balance on their account, shown under their member card, and is deducted automatically from the price of their bookings, in one go or several, any remainder being paid by card. The practitioner receives the same amount as without a gift card. The card is valid for 12 months from purchase; any balance not used by then is lost. It cannot be refunded, exchanged for cash or used in France. If a booking paid in whole or in part by the card is cancelled or declined, the part paid by the card goes back to the balance. Cancellation right: the buyer may cancel within 14 days of purchase, as long as the card has not been activated, by writing to support@zenoa.tech, and is then refunded in full. A loyalty discount (clause 10) applies first, then the gift card.