These Terms govern the use of the Zenoa platform (zenoa.tech) by wellness and sports-recovery practitioners 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", "we"). By creating a practitioner account you accept these Terms.
Zenoa is a booking intermediary acting as the Practitioner's agent for the sole purpose of facilitating bookings and collecting payment on the Practitioner's behalf. The contract for each session is formed directly between the Practitioner and the Client; the Practitioner is the provider. Zenoa provides no care and gives no medical advice. Zenoa acts as a disclosed agent: the Practitioner supplies the session to the Client, and Zenoa supplies intermediation services to the Practitioner. Zenoa issues a monthly commission statement-invoice to the Practitioner, covering its commission on the bookings paid in the previous month, never the session itself; as the commission is collected by Stripe at each booking, the statement-invoice is settled. It is made available in the practitioner space. Zenoa is not registered for VAT; no VAT is charged on the commission.
The Practitioner warrants that they hold and will maintain all qualifications, registrations (professional body membership where applicable), insurance (including professional indemnity cover) and legal authorisations required to practise their discipline, and will provide evidence on request. Zenoa may verify credentials at onboarding and periodically, and may suspend an account pending verification, under the conditions of clause 11. Before publishing their first slot, the Practitioner provides Zenoa with their valid professional liability insurance certificate and their diploma (or proof of training), and keeps their insurance valid for the whole term of the contract, uploading the new certificate before the previous one expires. The Practitioner confirms that these documents are genuine: providing a false, altered or third-party document results in immediate termination of the account without notice and engages the Practitioner's liability. Zenoa checks these documents, may reject a document with a reason, and shows the "Verified practitioner" mention as long as both documents are approved and the insurance is valid.
Publication of bookable slots requires the Practitioner to create an account with Stripe, a third-party payment services provider, via the Stripe Connect service (identity and bank verification). Payments are processed by Stripe under Stripe's own terms, notably the Stripe Services Agreement (stripe.com/gb/legal/ssa) and the Connected Account Agreement (stripe.com/gb/legal/connect-account), which the Practitioner accepts when creating the account. Payouts reach the Practitioner's bank on a rolling schedule with a delay of approximately 7 days from payment.
The Client pays online, at booking, the slot price less any discount, into the Practitioner's Stripe account. Zenoa charges no subscription. Zenoa's commission is calculated on the price paid by the Client: 0% on bookings by the Practitioner's own patients, 20% on the first booking by a Client brought by Zenoa with the Practitioner and 10% on each later booking of the same Client (same email address) with the same Practitioner, with no time limit; a cancelled, declined or refunded booking is not taken into account. A booking is by the Practitioner's own patient when the Client followed the Practitioner, before booking, through the Practitioner's personal link or QR code (clause 4A), or those of a clinic the Practitioner belongs to; in every other case, in particular when the Client followed the Practitioner from a Zenoa button, or had already booked with them through Zenoa before following, the Client was brought by Zenoa. Attribution is determined by Zenoa at payment, from the follow data, and does not change afterwards; the Practitioner may dispute it, booking by booking, within thirty (30) days of the booking, from their space, and Zenoa answers within fifteen (15) days without ever asking for a patient list. The commission is subject to no minimum and to no guaranteed share. The commission rates are inclusive of any applicable tax; no VAT is added on top. Loyalty discounts granted by Zenoa to Clients are deducted from Zenoa's commission and are applied only where the commission on the booking concerned is enough to cover them; they never reduce the amount due to the Practitioner and do not apply to a booking without commission. The commission is collected automatically by Stripe from the Practitioner's account on Zenoa's behalf, before the balance is paid out to the Practitioner; the funds pass through the Practitioner's Stripe account, not through Zenoa. Zenoa issues the corresponding commission invoice; bookings by own patients appear on it for information only, without an amount. Stripe's payment-processing fees are borne by the Practitioner. Slot prices and discount levels are set freely by the Practitioner, slot by slot, provided that the discount on a public slot published on Zenoa is between 10% and 40% of the displayed price, unless the Practitioner's profession does not allow discounts on Zenoa, in which case the slot is published at the normal price. The platform provides optional pricing-protection tools (a floor price and a daily cap on discounted slots) which the Practitioner may enable at their discretion; when enabled, they may bring a slot's discount below 10%. Zenoa never holds, receives or transmits Client funds; all payment services are provided by Stripe, an authorised payment institution.
"My followers first" slots. The Practitioner may publish a slot that only their followers on Zenoa can book at first, at the price the Practitioner chooses, the discount then being between 0% and 40% of the displayed price (the normal price is therefore possible). This priority lasts two (2) hours from publication and ends at the latest twelve (12) hours before the session; where the session takes place less than twelve (12) hours after publication, the priority lasts one (1) hour, and less than three (3) hours after publication, the slot is published to everyone at once. When the priority ends, a slot that has not been booked opens to all members with the opening discount the Practitioner announced at publication, between 10% and 40%, or at the normal price where the Practitioner's profession does not allow discounts on Zenoa. The commission on these slots is the one set out in this clause, with no specific rule.
Zenoa provides the Practitioner with a personal link, a QR code, a printable poster and cards, and message templates, so that they can invite their own patients to follow them on Zenoa. The Practitioner only sends them to their own patients, by their own means, in line with the rules of their profession and of direct marketing (one message, recipients in blind copy, an easy way to opt out). They never send Zenoa any list of patients or patient contact details. They do not see the list of their followers, only how many there are. Any use aimed at passing off Clients brought by Zenoa as their own patients (a follow requested just before a booking, fake follows) may lead to the commission for Clients brought by Zenoa (20% then 10%) being applied to the bookings concerned and, if repeated, to the suspension of the account.
Clients may cancel free of charge up to 4 hours before the slot, or within 15 minutes of booking, whichever is more generous; refunds within this policy are issued automatically, funded from the Practitioner's Stripe balance, and Zenoa refunds its commission on such refunds. Outside the policy window the booking is payable in full; the Practitioner may grant goodwill refunds. Chargebacks and payment disputes, including dispute fees, are borne by the Practitioner, who responds to disputes with Zenoa's reasonable assistance.
A paid booking is confirmed at payment, without the Practitioner's approval. The Practitioner may cancel it from their space up to one (1) hour before the session starts: the Client is then refunded in full automatically, and Zenoa refunds its commission. Less than one (1) hour before the session, it can no longer be cancelled from the practitioner space; in an emergency, the Practitioner writes to support@zenoa.tech. Where the Practitioner has cancelled at least three (3) paid bookings in the last thirty (30) days, each further cancellation triggers a warning sent to the Practitioner by email and an alert sent to Zenoa; no measure is taken automatically, and any restriction, suspension or termination falls under clause 11.
The Practitioner will honour confirmed bookings (every paid booking is confirmed, clause 5), keep availability accurate, treat Clients with professional care, comply with applicable law (including consumer and health-advertising rules), and not use the platform to redirect Zenoa-originated Clients off-platform to avoid commission.
The Practitioner's public profile (displayed name, presentation, photo) contains no link, no email address and no phone number. The Practitioner's follow link is shared only through the means provided in the practitioner space (personal link, QR code, poster, cards and message templates, clause 4A). Zenoa may remove from the profile anything contrary to this paragraph.
The Practitioner is solely responsible for their own tax affairs, including any VAT on their services. Where required by law, Zenoa applies VAT or the reverse-charge mechanism to its commission and issues the corresponding invoices and statements. Zenoa may be required to report Practitioner information and earnings to tax authorities under platform-reporting rules (the UK rules implementing the OECD model; DAC7 in the EU).
For Client personal data received through bookings, each party acts as an independent controller for its own purposes, in accordance with the Privacy Policy. Members' follows of a Practitioner and the slot notifications Zenoa sends them (clause 4A) are processing carried out by Zenoa, which is the controller for them under the Privacy Policy; the Practitioner only sees the number of their followers and the number of sessions booked, never their identity, a member's name being shared with the Practitioner only when that member books a session. Zenoa never receives patient lists from the Practitioner.
The platform, brand and software remain the property of their owner; the Practitioner receives a limited right of use. The Practitioner authorises display of their profile, photos and reviews. Reviews are moderated for legality, not favourability. A review that seems to contain health information is hidden automatically and read by Zenoa before publication, then published or deleted.
Zenoa provides the platform "as is" and does not guarantee any volume of bookings. To the extent permitted by law, Zenoa's aggregate liability to the Practitioner, in its capacity as booking intermediary, whether in contract, tort (including negligence) or otherwise, is capped at the commissions paid by the Practitioner in the 12 months preceding the claim, and Zenoa is not liable for loss of profit, loss of business or indirect or consequential loss. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for wilful default, or any other liability that cannot be excluded or limited by law.
Either party may terminate at any time; confirmed bookings must be honoured or cancelled under the rules. Zenoa may suspend or terminate for breach, credential failure, fraud or legal risk. Any restriction, suspension or termination is reasoned in writing on a durable medium and accompanied by a right of reply for the Practitioner, in line with Regulation (EU) 2019/1150 (the Platform-to-Business Regulation) as retained in UK law. Full termination of the contract at Zenoa's initiative is notified with thirty (30) days' notice, save where a legal or regulatory obligation requires otherwise or in case of repeated breaches by the Practitioner. Accrued rights (including pending payouts, subject to Stripe processes) survive termination.
These Terms are governed by the laws of England and Wales, without prejudice to the mandatory provisions of Regulation (EU) 2019/1150 (Platform-to-Business) as retained in UK law. Any dispute falls within the exclusive jurisdiction of the courts of England and Wales, the courts of Zenoa's registered office, save where a mandatory rule provides otherwise. Zenoa may change these Terms with at least fifteen (15) days' notice, notified by email on a durable medium; continued use of the platform after the notice period expires constitutes acceptance of the changed Terms.
Slots are ranked first by the depth of the discount granted by the Practitioner, then by how close the slot time is; when the Client shares their position, distance is also taken into account. Publication date, average rating and any payment or advantage granted to Zenoa have no influence on the ranking.
The Practitioner may address any complaint about the operation of the platform to support@zenoa.tech. Zenoa acknowledges receipt within a reasonable time and handles the complaint diligently. Where a dispute remains unresolved, either party may propose mediation by a mediator accredited by the Civil Mediation Council (civilmediation.org), the costs of which are shared equally unless the mediator decides otherwise. Mediation is voluntary and does not prevent either party from bringing a claim before the courts.
Neither party is liable for a failure to perform its obligations caused by an event beyond its reasonable control, including prolonged unavailability of electronic communication networks or of third-party payment services.
Zenoa may assign this contract, in whole or in part, in the context of a restructuring, merger, acquisition or transfer of business, subject to informing the Practitioner with thirty (30) days' notice. The Practitioner may not assign their rights and obligations without Zenoa's prior written consent.