Member terms

The agreement between you and Practitioner. How we look after your details.

Version 1 · dated 9 October 2026 · updated 1 November 2026 (shop fee and card fees, music tracks, monthly bill) and 11 November 2026 (credit, referrals and library items) · in force from 11 November 2026

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The main points

These terms are the agreement between you and us. Please read them all. The points below are the ones most likely to affect you, so we have put them first.

• The website plan is £9.99 a month, or £4.99 a month while you're in training. The first 7 days are free. To carry on after that you add a card, and we take the monthly price on the same date each month until you cancel. There is no minimum term.
• Cancel at least 24 hours before your first payment date (shown in your account) and nothing is ever taken. If you cancel later than that, your first month is taken and isn't refunded, unless you're a consumer member (section 6).
• When your plan ends, your site is paused, then your account closes, and your client records are deleted 30 days after that. Your account closes 3 days after your plan ends if you cancelled or your trial ended with no card, or 14 days after a monthly payment fails and isn't paid. While your site is paused you can still see and download your client records (section 9).
• We take a platform fee of 10% of the price of each sale in your shop, including gift vouchers, recordings and music. Stripe's own card fee (currently 1.5% + 20p on a standard UK card) comes off your share separately, as on any card payment. If you refund a sale, our fee isn't returned. We take no commission on your sessions (section 15).
• Adverts are paid in advance from your advertising balance and aren't refunded once they've started, unless we end them for a reason that isn't your fault. Credit we give you, such as the £100 getting started credit, has no cash value, can't pay your plan and runs out 60 days after it is added (section 12A).
• The £3 fee to add a recording isn't refundable once it's in your shop, and a script credit pack isn't refundable once you've used a credit from it (sections 6, 17 and 18).
• We can take your site and bookings offline straight away if a client's safety may be at risk (section 22).
• For business members, our total liability is capped at the greater of what you paid us in the last 12 months and £5,000, we aren't liable for lost income, clients or other business losses, and you cover our costs if a claim against us is caused by your sessions, products or breach of these terms (section 29).
• We can change these terms for the reasons in section 30, with 30 days' notice by email. You can leave before a change takes effect.

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1. About these terms

1.1 These terms, our code of conduct (Annex C) and the data processing terms (Annex A) make up the agreement between you and us. We call them "these terms".

1.2 You accept these terms by ticking the box when you sign up. If you joined before these terms existed, you accept them by ticking the box when we ask you to. If you joined before these terms existed and don't tick within 30 days of us asking, the terms you joined under continue until we end the agreement with 30 days' notice. We record which version you accepted, and the date, time and internet address you accepted it from.

1.3 Our Privacy Notice (https://practitioner.org.uk/privacy.php) explains how we use your own personal information. It isn't part of these terms, but please read it.

1.4 You can download or print these terms at any time from https://practitioner.org.uk/legal.php. We keep a copy of every version and the record of your acceptance, and you can ask us for them. These terms are in English only.

1.5 Pages in your account and our emails may summarise parts of these terms. If a summary differs from these terms, these terms apply, unless the law says otherwise.

1.6 How you join. You make this agreement when you tick the box and press Create my account. You start the paid plan when you press Start paid plan in Your plan and confirm your card on Stripe's secure payment page. Before you press either button, you can check and correct what you've entered by going back. After joining, you can change your details in your account at any time.

1.7 When you join, and when you add your card, we email you these terms as a PDF, with a summary of your plan, its price, your cancellation rights and the Annex B form.

2. Who we are

2.1 Practitioner is run by Peter Hallford, a sole trader, trading as Practitioner ("we", "us", "our").

2.2 Address: 47 Western Drive, Heanor, Derbyshire, DE75 7DP Email: hello@practitioner.org.uk Phone: 07984 018749 Website: practitioner.org.uk

2.3 We are not registered for VAT, so no VAT is added to our prices. Our data protection registration number with the Information Commissioner's Office is ZC299352.

3. Words we use

• Member or you: the person who has an account with us.
• Website plan: the paid plan that gives you a website, bookings, shop, gift vouchers, invoices, the script writer and a directory listing.
• Listing only: a free account with a directory listing and no website.
• Student rate: the lower price for members in training (section 7).
• Consumer member and business member: see section 6.1.
• First payment date: the date your first monthly payment is due, shown in your account (section 8).
• Client: anyone who books with you, buys from you, enquires, or is on your contact or waiting lists. Client data is the personal information about them held in your account.
• Directory: our directory of practices. A listing is one practice's entry. An advert is a paid upgrade to a listing in a town.
• Advertising balance: the money in your account for adverts. It can hold money you have topped up and any older welcome credit (section 12).
• Gift voucher: a voucher you sell to your clients for your sessions.
• Platform fee: our fee on sales in your shop (section 15).

4. Who can join

4.1 You can join if you offer therapy, counselling, coaching, complementary or wellbeing sessions to the public, or are training to. You must be at least 18.

4.2 You must give your full name (first and last). We need it for data protection records and payments. Clients see your practice name, which is your full name until you change it. Your shop, gift voucher and invoice pages, and your receipts, also show a "Sold by" line with your full name or business name, the address where you run your practice (a clinic or practice-room address is fine) and your practice email address. The law requires sellers to give these details, so you can't switch this line off.

4.3 Everything you tell us, and everything on your site, must be true and kept up to date. This includes your training status, qualifications and insurance.

4.5 We may refuse an application, or close an account opened with false details.

5. Your account and keeping it secure

5.1 Your password must be at least 10 characters. Keep it private. We strongly recommend turning on two-step login in Security. You are responsible for what happens under your login. Tell us straight away if you think someone else has used it.

5.2 A login stays active on a device for up to 90 days. To protect accounts, login is locked for 15 minutes after 5 failed tries for one email address, or 20 from one internet address, within 15 minutes.

5.3 We may log in to your account to help you when you ask, or when the law requires it. We may also log in to look into a specific safety concern or a specific report that these terms have been broken. When we do, we look at client records only as far as we need to, keep a record of what we looked at, and tell you afterwards, unless that would put someone at risk or the law forbids it.

6. Business and consumer members

6.1 In these terms you are a consumer member if (a) your status is "in training", whether you have the website plan or a listing only account, or (b) you are an individual joining wholly or mainly for purposes outside your trade, business, craft or profession. If you joined as a consumer member, you stay one for this agreement after you qualify. Everyone else is a business member. Everything these terms say about consumer members applies to you whenever (a) or (b) applies.

6.2 Consumer members have these rights as well as everything else in these terms:

• 14 days to cancel the website plan. This runs from the day after you join it by adding your card. When you add your card at the student rate, we ask you to tick to say you want your paid plan to start when your free trial ends, rather than after the 14 days. If you ticked, and you cancel within the 14 days after a payment has been taken, we refund it less a fair amount for the paid days you had before you told us. If you didn't tick, we refund it in full. If nothing has been taken, nothing is taken.
• 14 days to cancel an advert top-up. We refund the part of that top-up you haven't spent, plus the unused part of any advert paid for from it that is still running, worked out by the day.
• Script credits and recordings. When you buy them, we ask you to agree that we supply them straight away and that you lose the 14-day right to cancel once supply has started. For a credit pack, supply starts when you use the first credit from it, so you can cancel a pack you haven't used any of within 14 days for a full refund. For a recording, supply starts when it is added to your shop.
• When the subscription rules in the Digital Markets, Competition and Consumers Act 2024 come into force (they are not yet in force; the government expects them in 2027), we will follow them as they then stand, including:
• show you the key facts about the plan on their own before you join;
• email you before your first payment after any free period (your trial, or free time from a code), and then at least every six months;
• give you a further 14 days to cancel after the first payment that follows a free period, with the refund those rules require (at least that payment less a fair amount for the paid days you had);
• confirm in writing when your plan has ended.

6.3 To cancel as a consumer, use Cancel in Your plan, or tell us by email or post in any clear way. You can use the form in Annex B, but you don't have to. We refund within 14 days of hearing from you, to the card or PayPal account you paid with, or by bank transfer if that isn't possible.

6.4 Nothing in these terms takes away any right a consumer has by law.

7. The plans and prices

7.1 The student rate applies while your status is "in training" and we haven't accepted a qualification certificate from you. It ends when you tick "qualified" or when we accept your certificate, whichever comes first. The standard price starts from your next monthly payment. There are no part-month charges. Your expected qualifying date never changes your price by itself.

7.2 If you're qualified in one discipline and training in another, you pay the standard price.

7.3 Around your expected qualifying date we email you: 30 days before it, on the day, 14 days later, and then every 30 days until you tell us where you are.

7.4 We take no commission on your sessions. Clients pay you on the day, outside the platform.

7.5 The only other charges are those in these terms: adverts (section 14), the platform fee on shop sales (section 15), recordings (section 17) and script credit packs (section 18).

7.6 We may change the monthly price, or the other prices in these terms, by giving you at least 30 days' notice by email. You can cancel before the new price applies. The move from the student rate to the standard price on qualifying is part of your plan, not a price change.

7.7 Moving from listing only to the website plan starts a 7-day free trial.

7.8 There is no minimum term. You can cancel at any time (section 10).

8. Free trial, card and payments

8.1 The website plan starts with 7 days free. Nothing is taken during the trial. A countdown in your account shows when it ends and the last time you can cancel without paying.

8.2 To carry on after the trial you add a card through Stripe's secure payment page. Stripe holds the card on our Stripe account. We keep only Stripe's reference numbers, never your card number.

8.3 When you add a card, you agree to pay the monthly price from the first payment date shown in your account, unless you cancel at least 24 hours before that date.

8.4 Your first payment is taken when your trial ends. Stripe needs at least 48 hours' notice of a first payment, so if you add your card in the last 48 hours of your trial, your trial is extended to about 48 hours after you add it, and your first payment and cancel-by time move with it. If you add your card after your trial has ended, the first payment is taken the same day. Your account always shows the exact first payment date and the last time you can cancel without paying.

8.5 After that, we take the monthly price on the same date each month until you cancel.

8.6 Free time from a code moves your first or next payment later (section 11).

8.7 Stripe sends a receipt for each payment. It shows our name and address.

9. Missed payments, pausing and closing

9.1 If your trial ends and you haven't added a card, your site is paused straight away and we email you a link to pay.

9.2 If a monthly payment fails, your site stays up for 2 days and we email you. Stripe keeps trying the payment. If it isn't paid by then, your site is paused.

9.3 If your plan ends (because you cancelled, or Stripe stopped trying to take a payment), your site is paused straight away.

9.4 While your site is paused, your public site and bookings are offline, and your account shows only Your plan, Security and Clients. In Clients you can see and download your bookings and client records, but not change them. Your paid adverts are hidden from the directory and don't renew. Everything is kept. Paying, by adding a card or paying the missed payment, switches your site straight back on. The link in our emails logs you straight in while your site is paused, until your account closes.

9.5 Your account closes if your site is still paused 14 days after a failed payment, or 3 days after your plan ended because you cancelled or your trial ended with no card. We email you 3 days before it closes. When it closes, your site and directory advert are removed, your login is switched off, your Stripe plan is cancelled, and any running adverts end and stop renewing. A listing we created for you is removed. A listing you claimed goes back to a plain free line.

9.6 30 days after your account closes, we delete your content and your client data for good. That means your pages, scripts, bookings, enquiries, question forms, feedback, session log, reviews, products, films, documents (including qualification certificates and enrolment documents), services, packages, groups, photos, files, contacts and their marketing choices, waiting lists, gift vouchers, offers, email campaigns, client approvals, referrals, copies of emails sent, and settings. We also clear your account details (your name, practice name, email address, phone number, web address, own domain, training and insurance details, and our notes about you), so your email address and web address can be used again. Where we keep a safety concern or incident log about your practice (section 9.7(c)), we keep your name and contact details with it.

9.7 We keep these after deletion:

(a) our own money records (your plan payments, platform fees, top-ups, and advert and credit records) for six years after the end of the tax year they fall in, for our tax;

(b) your invoices and shop orders, which we keep for you as your processor for 7 years after the end of the tax year they fall in, so you can ask us for a copy for HMRC. You can ask us to delete them sooner;

(c) safety concerns, incident logs and comfort alerts that we hold as a controller (sections 24.3 and 24.3A), for 6 years after the last entry, or longer while a complaint, claim or safeguarding matter is open.

9.8 To get a copy of your client records after your account closes, email us (or reply to our closure email) within 30 days. After that they are deleted and can't be recovered. Please download them before your plan ends.

9.9 A closed account can't be reopened, but you are always welcome to join again.

9.10 Listing only accounts are never paused or closed for non-payment, because they have nothing to pay.

9.11 You remain responsible to your clients for sessions you've booked and gift vouchers you've sold, even if your site is paused or closed.

10. Cancelling

10.1 To cancel the website plan, go to Your plan, choose Cancel and tick "Yes, cancel my plan". If you cancelled in time for nothing to be taken, your plan stops straight away and you can join again from Your plan. Otherwise, until your plan ends, you can choose "Keep my plan after all" to undo it.

10.2 Before your first payment:

• if you cancel at least 24 hours before your first payment date, nothing is ever taken, and any unspent welcome credit is taken back;
• if you cancel later than that, your first month is taken and isn't refunded (unless you're a consumer member, section 6). Your plan runs to the end of that month and then stops.

10.3 Once you're paying, your plan stops at the end of the month you've paid for. Nothing more is taken. We don't refund part months, except where these terms say so (sections 6, 28, 30 and 31).

10.4 When your plan ends, section 9 applies: your site is paused, your account closes 3 days later (or 14 days after a failed payment), and your client data is deleted 30 days after that.

10.5 Before your plan ends, download your client records. In Clients you can download each client's records. For a full copy of all your records, including session logs, incident logs and invoices, email us and we'll send it. These stay yours whatever happens:

• your Stripe account, its history and any balance in it;
• your own domain name, if you have one;
• any copies you have downloaded.

10.6 These end when your account closes and aren't refunded: recordings in your shop and welcome credit. Unused script credits also end and aren't refunded, unless we closed your account under section 28.3 or the first part of section 31.2. For money you've topped up for adverts, see section 14.10.

10.7 Listing only: email us to close your account, or release or remove your listing (section 13).

11. Codes and referrals

11.1 Codes. We sometimes give a code, such as PRAC-XXXX-XXXX, for free time on the website plan. Each code has its own length, number of uses and expiry date, if any. You can enter one when you sign up or in Your plan. A code is refused if it isn't recognised, has expired, has no uses left, or has already been used on your account. Codes are for the website plan, not listing only.

11.2 Free time runs from the later of today and the end of your current trial or free period, so your first payment moves later. If you're already paying, it comes off your next payments instead. You can cancel up to 24 hours before that payment and nothing is taken.

11.3 School partner codes. Training schools on our Partner plan get a code for their students. It gives two weeks free on the website plan, then the student rate (and the standard price once you qualify). Each school code can be used by up to 500 students. When you join with one, your school's name is filled in on your site as "Training with".

11.4 Recommending a colleague. Your "Recommend Practitioner" link lets you invite other practitioners.

• When the new practitioner's website is live, you and they each choose £10 credit or an album of your own pick, added to your shop. If you don't choose within 14 days, you get the credit.
• You can't refer yourself, each new practitioner can only be referred once, and both accounts must be open and active.
• We may change or stop this for future referrals. Rewards already earned are kept.
• Referrals never give free months on your plan.

11.5 Free time has no cash value and can't be exchanged or transferred.

11.6 We may sometimes give extra free time, credit or script credits as a goodwill gesture. Doing so doesn't change these terms.

12. The older welcome advertising credit

12.0 This section applies only to members who were given the welcome advertising credit before 4 November 2026. Members who join from then get the getting started credit in section 12A instead.

12.1 We add £100 to your advertising balance the first time you add a card to the website plan. No card, no credit. It is given once per account. Listing only accounts don't get it.

12.2 Use it within 26 weeks (182 days) of the day it was given. Whatever is left after that is removed.

12.3 It is spent before any money you've topped up.

12.4 It can only be spent on adverts, and can't be used for a Full page. It has no cash value and can't be refunded, transferred or exchanged.

12.5 If you cancel and no payment is ever taken, any unspent welcome credit is taken back. It ends when your account closes.

12A. Getting started credit and other credit

12A.1 Getting started credit. When you join, we add £100 of credit once your website is set up, your payments are connected and your directory entry is complete. It runs out 60 days after it is added.

12A.2 Other credit you can earn. We may add credit when you complete your directory entry, take your first bookings through your website, get your first client review, sell through your shop in a month, or recommend a colleague. The amounts, and what counts, are shown on Your credit and may change for the future. Credit you have already earned keeps its amount. Credit from these rewards runs out 60 days after it is added unless Your credit says otherwise.

12A.3 What credit is. Credit is promotional. It has no cash value. It can't be exchanged for cash, paid out, refunded to a card or transferred to anyone. It can't be used to pay your plan (the monthly subscription), script credits or anything else except directory adverts (not a Full page) and library items (recordings, music, albums, personal songs).

12A.4 How it is used. Credit is used before your card is charged, oldest-expiring first. On your monthly bill the item appears in full, with a credit line beside it.

12A.5 When it ends. Credit that has run out is gone. If your account closes, any unused credit is lost and is not refunded.

12A.6 Fair use. We can withhold or take back credit that was earned unfairly (for example, sales that aren't real, or a second account to claim it again).

13. Directory listings

13.1 The directory lists practices using public business details from public sources. Being listed is free. Any practice can claim, change or remove its listing at any time. A listing is shown if it has a phone number or has been claimed.

13.2 Website plan members get a claimed listing automatically once their site has finished set-up and they have signed the current code of conduct. It includes a free Small advert in your own town. Listing only members show as a free line.

13.3 Claiming a listing. If the email you signed up with is on the same domain as the listing's website, we email you a link that approves the claim. Otherwise we check by hand. Your changes show once the claim is approved. You can release a claimed listing at any time.

13.4 Removing a listing you haven't claimed. Ask from an email address on the practice's website domain, or the address shown on its website, and we send a link, valid for 2 days, that removes the listing. A request from any other address comes to us, and we check with the practice first. Every email we send to a listed practice has a one-click opt-out, with an option to remove an unclaimed listing at once.

13.5 We decide how the directory is laid out and ordered. We may refuse or remove a listing, claim or change that is wrong or misleading, or breaks these terms. We may restore a listing removed by mistake.

14. Directory adverts and your advertising balance

14.1 You need an approved claimed listing to book adverts. Adverts are paid in advance from your advertising balance, never by a separate card payment.

14.2 Current prices, per town, per week:

You can book an advert for:

For example, a Half page for a year is £132 instead of £156. A Full page can only be booked for one week or four weeks at a time (section 14.4), so other practices get a turn. The price list in your account always shows the current prices. Price changes follow section 7.6, and an advert you've already paid for keeps its price until it ends.

14.3 Towns. Each town is booked and paid for separately. You can advertise in up to 6 towns at once, including your own. You can have one advert per town, so to change an advert, wait for the running one to end (turn off Keep it running).

14.4 Full page. Only in your own town, and only one per town. Elsewhere the largest size is a Half page. A Full page must be paid from money you've topped up, not from credit.

• If a Full page is taken, you can join a free waiting list. Nothing is taken until it's your turn.
• When it's your turn we email you, and you have 48 hours to book it before it's offered to the next practice.
• While others are waiting, you can hold a Full page for up to 4 weeks. It then passes on and stops renewing.

14.5 Renewing. "Keep it running" is ticked when you book. When the advert ends, it renews from your balance at the price on that day, and the new period starts that day. If your balance is too low, the advert ends, your listing goes back to its free size, and we email you. You can stop an advert renewing at any time; it runs to its end date.

14.6 Once an advert has started, it isn't refunded, even if your account closes because you cancelled or didn't pay, or we remove the advert for breaking these terms. If we end it, or close your account, for a reason that isn't your fault (sections 28.3 and 31.2), we refund the unused weeks. Consumer members also have the rights in section 6.2.

14.6A If something goes wrong with an advert, for example it didn't show for part of the time you paid for, tell us. We don't refund advert payments, but we may add advertising credit back to your balance for the time affected. Credit added this way has no cash value and shows in your balance history.

14.7 Wording. Adverts must not use these words or claims: cure, guarantee, 100%, miracle, permanent, instantly, never fail. We may refuse or remove an advert that breaks these terms.

14.8 Topping up. You can top up £5, £10, £20 or any whole-pound amount from £5 to £1,000 by card through Stripe. When you book an advert that costs more than your balance, "Top up and book" tops up the difference, rounded up to the next £5. There is no card charge: the whole amount you pay goes on your balance. If a top-up you've paid for doesn't appear on your balance within 24 hours, tell us and we'll add it.

14.9 Money you've topped up doesn't run out. It can only be spent on adverts, has no cash value, and can't be transferred. Credit ends as set out in sections 12 and 12A.

14.10 We don't refund topped-up money while your account is open, except for consumer members under section 6. When your account closes, we refund any topped-up money you haven't spent within 14 days, without you needing to ask, to the card you paid with. If the card refund fails, we email you and pay it to you another way, such as by bank transfer. This doesn't cover credit.

14.11 If we add credit to your balance by mistake we may correct it. The reason shows in your balance history.

15. Selling: your shop, gift vouchers and our platform fee

15.1 Payments are provided by Stripe. Payment processing for members on Practitioner is provided by Stripe. When you set up your Stripe account, you agree to the Stripe Services Agreement (https://stripe.com/legal/ssa) with Stripe directly, as Stripe may change it from time to time. As a condition of us enabling payments through Stripe, you agree to give us accurate and complete information about you and your business, and you authorise us to share it, and information about your Stripe transactions, with Stripe. Stripe's sign-up shows you Stripe's acquirer disclosure. When you give personal data in connection with Stripe, Stripe receives it and processes it under its Privacy Policy (https://stripe.com/privacy).

15.2 You are the seller. You have your own Stripe account. Buyers pay straight into it, and our fee comes off automatically. We never hold your money, and we are not a payment service provider: Stripe provides the payment services.

15.3 Our platform fee is 10% of the price of each sale in your shop. This covers products, gift vouchers, ready-made recordings and music sold in your shop. It is taken at the moment of sale, on the price of the goods; we take nothing on postage.

15.4 Stripe's card fee is separate and comes off your share. Stripe takes its own fee from you directly on each card payment, as it would on any card payment you take. It depends on the card (see stripe.com/gb/pricing); on a standard UK card it is currently 1.5% + 20p.

• Example: on a £10 sale our fee is £1.00 and Stripe's fee on a standard UK card is about 35p, so you keep about £8.65.
• Because Stripe's fee includes a fixed amount for each payment, it is a bigger share of a small sale. Please set your prices with this in mind. A basket of several items is one payment, so it carries one fixed amount.

15.5 There are no other charges on sales.

15.6 Refunds, disputes and chargebacks are yours and come out of your Stripe balance. If you refund a sale, our platform fee on it isn't returned.

15.7 Payouts. We set your Stripe account to manual payouts. Each night, once your available balance reaches £60, we instruct Stripe to pay all of it to your bank. Below £60, your money waits in your Stripe account: you can pay it out yourself at any time from your Stripe dashboard, or ask us to. Stripe decides when money becomes available.

15.8 If you leave Practitioner, your Stripe account, its history and any balance in it stay yours. When your account closes, we switch your Stripe account back to Stripe's automatic payouts, and you can pay out any balance yourself from your Stripe dashboard.

15.9 PayPal. If you haven't connected Stripe, your shop can take payments through your own PayPal account instead. The money goes straight to you, and we don't currently take a platform fee on those sales. We may start charging the platform fee on them, or require Stripe for selling, with 30 days' notice.

15.10 Gift vouchers. You choose the amounts (up to 6, from £5 to £500 each; we start you on £25, £50, £75 and £100) or a session, and you can switch gift vouchers off. We set the rest of the voucher terms for every practice, and you can't change them:

• valid for 12 months from the day it's sent (the date is printed on the voucher);
• the buyer can cancel within 14 days of buying and get a full refund, as long as the voucher hasn't been used;
• after that, it can't be exchanged for cash;
• anything left after a session stays on the voucher for next time;
• if a session is cancelled, the amount goes back on the voucher.

The voucher confirmation email to the buyer includes the same 14-day wording. If a buyer cancels within the 14 days, you refund them (section 15.6).

You must honour every gift voucher you sell, or refund the buyer, including after you leave Practitioner.

15.11 You are responsible for what you sell: your prices, descriptions, delivery, your buyers' consumer rights, and your own tax.

15.12 Our checkout asks buyers of recordings to agree to supply straight away and confirms this to them by email, as consumer law requires. You must keep your "Sold by" details (section 4.2) up to date.

15.13 Things you post. You can sell physical things in your shop, such as candles, crystals and stones, oils, books and cards. You are the seller. You set the price, the stock count, your postage (a flat rate, free over an amount you choose, and/or collection at the buyer's next session) and how many working days you take to post (we show 3 unless you change it). We only take orders for UK addresses. Your shop can have up to 50 downloads and 10 things you post on sale at once (the free guides we provide don't count); if you need more, ask us.

15.14 Our platform fee on things you post is the same as section 15.3: 10% of the price of the items (after any offer code). We don't take a fee on the postage the buyer pays: that is all yours.

15.15 Posting, and the buyer's right to change their mind. You must post (or have ready to collect) what you sold, within the time you set, and mark it as sent in your Shop page so the buyer is emailed. Buyers of things you post have the right to cancel within 14 days of receiving them (Consumer Contracts Regulations 2013). Our checkout tells them so. If a buyer cancels:

• you refund the item and the standard postage they paid within 14 days of getting the item back (or proof it was sent

back); you can refund one item from a basket on its own from your Shop page;

• the buyer pays the cost of sending it back, unless it's faulty or not as described;
• you may take something off the refund if the item has been handled more than needed to see what it is;
• something sealed for health or hygiene reasons (for example a sealed balm or oil) can't be returned once it's unsealed.

This is on top of the buyer's rights if something is faulty (Consumer Rights Act 2015). Section 15.6 still applies: refunds come out of your Stripe balance and our fee isn't returned.

15.16 Stock. Keep your stock count right. When it reaches 0 the item shows "Sold out" and can't be ordered. If two people buy the last one at the same moment, we tell you, and you either send both or refund one.

15.17 Product safety and labelling. You are responsible for making sure what you sell is safe and properly labelled, and that you follow the law that applies to it. For example:

• scented candles, wax melts, diffusers and essential oils need the hazard and allergy labelling the GB CLP Regulation

requires (for example "May produce an allergic reaction" naming fragrance allergens over the limits) and the usual candle fire-safety warnings;

• anything put on the skin (balms, creams, massage and bath oils) is a cosmetic: it needs a safety assessment, a

"Responsible Person" and notification under the UK Cosmetics Regulation before it's sold;

• all goods must meet the General Product Safety Regulations 2005;
• crystals and stones: don't suggest putting them in drinking water or on skin for long periods (some, such as malachite,

are toxic).

We can ask you for evidence, and we can hide a product until you give it.

15.18 No health or healing claims for things you sell. Describe products for what they are (what they're made of, where they come from, their size, how to use them safely). You must not say or suggest that a product, including a crystal, stone, oil or remedy, can treat, cure, heal or prevent any illness or condition, or replace medical treatment. This follows the Advertising Codes (CAP Code section 12) and consumer protection law, which bans falsely claiming a product can cure illness. The ASA has ruled against crystal-healing claims. We can edit or hide a description that breaks this rule.

16. Invoices

16.1 You can send invoices and receipts to your own clients. A client can pay an invoice by card into your own Stripe account if you've connected Stripe and the invoice is at least 50p. Only Stripe's card fee applies.

16.2 We don't currently take a fee on invoice card payments. We may introduce one with 30 days' notice.

16.3 Clients have 14 days to pay unless you change it. Numbers run INV-0001 and REC-0001 for your practice, and are given when a document is first sent, paid or downloaded.

16.4 An issued invoice can be cancelled but not deleted, so your records stay complete for HMRC. As a sole trader you must keep business records for at least 5 years after the 31 January filing deadline for that tax year. If a client asks to be erased, their invoices stay in your records because you need them for tax. After your account closes, section 9.7(b) applies.

16.5 You are responsible for what your invoices say and for your own tax. Your invoices show your "Sold by" details (section 4.2) and your VAT number, or "Not registered for VAT".

17. Ready-made recordings and music

17.1 You can add a recording from our library to your shop for £3, or a music track for 50p, each time you add one. It goes on your next monthly plan payment as its own line, with nothing to pay at the time. What you pay to add an item isn't refundable once it is in your shop, except as section 17.6 says. In this section "recording" includes music tracks.

17.2 Library items are licensed to you, not sold. This covers everything from the Practitioner library: recordings, music, albums and songs. You may sell them only through your Practitioner shop, to clients for their own personal listening, while your account is open. You don't own them. You must not upload, copy, resell or share the file anywhere else. They stay the work of the Practitioner library.

17.3 You set the selling price, between £1 and £500. We suggest £9.99 for a recording and £2.99 for a music track. Each sale carries the platform fee in section 15. The rest, after Stripe's card fee, is yours.

17.4 The file stays on our server. You can listen to it in your account, but can't download it. Shop previews play about 75 seconds. Each buyer's copy is marked inside with your practice, the buyer and the order number.

17.5 If you leave, your right to sell library items ends and they come out of your shop with the rest of your site. What you paid to add them isn't refunded.

17.6 We confirm we have the right to license each recording to you for sale through your shop. If anyone claims a recording infringes their rights, or a buyer has a valid complaint about its quality, we'll deal with it and cover your reasonable costs. We may remove the recording and refund what you paid to add it.

17.7 Your own items. Anything you made and uploaded yourself (your own recordings, guides and files) stays yours. If you leave, you can download or export them (see section 9.8 for the 30 days after closing).

17.8 Library items you got from us as a reward (an album you chose, or credit you spent) are library items too, and 17.2 and 17.5 apply to them.

17.9 Clients keep what they paid for. A client who bought a library item from you keeps what they paid for, and can still listen to it after you leave, for as long as their purchase gives them access. Their access page and player keep working.

18. Script credits

18.1 The website plan includes one free script a day (UK time).

18.2 You can buy more: 10 scripts for £5, or 33 scripts for £10, added to your next monthly plan payment as its own line. Credits don't run out while your account is open. They end when your account closes. Once you've used a credit from a pack, that pack isn't refundable (consumer members can cancel an unused pack within 14 days, section 6.2). If a script fails to write, its credit, or that day's free script, is given back automatically.

18.3 The script writer uses an AI service run by Amazon Web Services in the UK and EU. It sends your client's first name (never their surname), age, gender and the session details you enter, which can include health information. Don't add other details that identify a client.

18.4 A script is a draft. Read and check it before you use it. You are responsible for what you use with clients.

19. Training mode

19.1 Training mode applies if you're in training, or if you're qualified but we haven't yet seen your certificate ("qualification being checked").

19.2 Price cap: £35 an hour, worked out per minute, with 15 minutes as the shortest. It applies to one-to-ones, packages (the cap times the number of sessions) and group places. If you're qualified in one discipline and training in another, once we've seen your certificate the cap only applies to services in the one you're training in. Until then the cap applies to all your services.

19.3 Topics: everyday issues only. For hypnotherapy that means confidence, sleep, stress, exam nerves, motivation and everyday habits. Your account shows the list for your kind of practice. Not trauma, a crisis or a diagnosed health condition.

19.4 Under-18s: not while you're in training mode. Once you're qualified and we've seen your certificate, you may see under-18s with a parent's or guardian's written consent. The parent or guardian must be present for the whole session, unless we've seen your DBS check.

19.5 Labels: if you're in training, your site shows clients a student banner and "Practice session" labels. If you're qualified but we haven't seen your certificate yet, it shows "Qualification check in progress". Your site also shows a "What we've checked" panel. Anything we haven't checked shows as "self-declared".

19.6 The cap and limits lift when we accept your qualification certificate. You must not get round them, for example by charging extra outside the platform.

20. Checks, documents and insurance

20.1 Your site shows clients which of these we've seen:

• your qualification certificate (or course enrolment, if you're a student);
• your professional insurance and when it ends;
• your identity;
• a basic DBS check;
• your signed code of conduct.

Anything we haven't seen shows as "self-declared" or "not yet checked".

20.2 You upload documents as PDF, JPG or PNG files, up to 15 MB each. Only we see them. They are never shown on your site.

20.3 We delete photo ID, DBS and insurance documents as soon as we've checked them, or after 30 days if they haven't been checked. We keep only the date of the check, and for insurance the insurer, policy number and end date. For a DBS share code, we view the result on the DBS website and keep no copy. You pay DBS directly. You choose whether to share a DBS check with us. If you do, you agree to us viewing it to confirm the check and showing on your site that we've seen it. You can withdraw this at any time; we then remove the "DBS seen" label.

20.4 Qualification certificates, enrolment documents and any other documents you send us are kept while you're a member and deleted with the rest of your account (section 9).

20.5 You must hold professional insurance suitable for your work before you see clients, and keep its details up to date. We email you 30 days and 7 days before it ends, and the day after it ends. From then on your site shows it as lapsed automatically.

21. Code of conduct and the client agreement

21.1 Our code of conduct (Annex C, version 2) is part of these terms. You agree to it when you sign up. Your site shows the date you signed it. If we change it in a material way, we'll ask you to accept the new version, and you won't appear in the directory until you do.

21.2 The client agreement. When clients book, they agree to our "What to expect, and what you're agreeing to" page. You must work by it:

• sessions are paid on the day;
• clients can change or cancel up to the notice you set;
• if you cancel, you refund anything the client has paid;
• client information is kept private;
• clients raise safety concerns with us, not with you.

21.3 Your own privacy policy and terms pages are written for you from how the platform works. They are a starting point, not legal advice. You can rewrite them and are responsible for them.

21.4 Reviews come only from real bookings. You can reply to a review but can't delete it. Reviews of practice sessions are labelled as such. We may hide a review that is fake, unlawful or breaks our review rules (our Code of conduct, https://practitioner.org.uk/code.php). We never hide a review because it is negative.

21.5 Your site offers clients a free first chat of up to 20 minutes, unless you switch it off.

22. Safety, concerns and suspension

22.1 Clients' safety concerns come straight to us, not to you. They are stored encrypted. We may contact you about a concern and ask for information.

22.2 If a client gives a score of 1 or 2 for feeling comfortable and at ease, we are alerted.

22.3 You must keep the incident log in your account. Entries are locked once saved. Serious entries alert us, and we may read incident logs to look into a safety concern (sections 24.3 and 24.3A).

22.4 If the police or another authority ask us for records of bookings, of when the Join button was pressed to start a session, or of feedback, we pass the request to you, unless the law requires us to answer it ourselves or telling you would put someone at risk. We share safety concerns and incident logs with the police or a local authority only where the law requires it or a person is at risk, and with your insurer only if you ask us to.

22.5 We may suspend your site, bookings or login straight away, without notice, if:

• a client's safety may be at risk, or a concern needs looking into;
• we suspect fraud or illegal activity;
• you seriously break the code of conduct or these terms;
• there is a security risk to your account or the platform;
• the law or the police require it.

We'll look into the reason promptly. A suspension while we look into a concern lasts no longer than we need. If it lasts more than 14 days, we'll tell you what is happening, unless that would put someone at risk. While your login is suspended, we'll send you a copy of your bookings and client records when you ask, unless the police tell us not to or doing so would put someone at risk.

22.6 For other breaches, we'll tell you what's wrong and give you a reasonable time to put it right before we suspend you.

22.7 When we suspend you, we'll email you to tell you why, unless the law or the police tell us not to, or telling you would put someone at risk. Your monthly payments carry on while you're suspended. If we find you did nothing wrong, we'll credit you for the days your site was offline, taken off your next payments, and refund any advert weeks you lost.

22.8 We may close your account under section 31.

23. Your content and ours

23.1 Your content stays yours. This covers your words, photos, videos, prices, products, documents and client records. You give us permission to store, copy, resize and show it, free of charge, on your site, in the directory and in emails to your clients, so we can run the service. This permission ends when the content is deleted, except for anything we must keep by law and copies in backups until they are removed, within 35 days.

23.2 You confirm that you have the right to use everything you upload, and that it doesn't break the law or anyone else's rights.

23.3 Our content is licensed to you, not sold. This covers the platform, designs, templates, wording, illustrations, recordings, posters and marketing kits. You may use them for your own practice while you're a member.

23.4 Scripts the script writer writes for you may be used with your own clients, including copies you've given clients before you leave. You must not sell or publish them.

23.5 Don't use our name or logo except in the badges and materials we give you.

24. Data protection

24.1 Your own information. We are the controller of your account information: your name, contact details, payment references, checks and documents, and how you use the service. Our Privacy Notice explains how we use it.

24.2 Your clients' information. You are the controller of your client data. We process it for you, only to run the service, under Annex A, except as sections 24.3 and 24.3A say.

24.3 We are a separate controller of safety concerns clients send us, comfort alerts (section 22.2), and directory listings of practices that aren't members. We use them only for safeguarding and to deal with complaints and legal claims. Our Privacy Notice explains the legal grounds we rely on.

24.3A Incident logs: you and we are joint controllers. You decide what to record and tell clients about the log in your privacy notice (your privacy page does this and names us). We decide how the log works, keep it secure, and read entries only to look into a safety concern. Clients can ask either of us about their data in the log. If we get a request, we pass it to you within 5 working days and help you answer it.

24.4 Your responsibilities as controller:

• have a lawful basis for holding client data and, for health information, a condition under Article 9 of the UK GDPR, such as the client's explicit consent (the question form asks for it);
• give clients a privacy notice (your privacy page does this);
• answer clients' requests about their data;
• pay the data protection fee to the Information Commissioner's Office if you need to.

24.5 Tools. You can download or delete any client's data in one click. You can't delete a client who still has a session to come.

24.6 Security. Question-form answers (including health questions), concerns and incident logs are stored encrypted. Your site uses a secure connection. Your data is stored in the UK (20i). The script writer sends a client's first name, age, gender and session details to Amazon Web Services in the UK or EU (section 18.3). The video room and some page styling, icons and scripts use Google and Cloudflare services that see a visitor's internet address and may be outside the UK (Annex A, A3).

24.7 Keeping and clearing out:

• clients with no session for 7 years are deleted automatically, and under-18s 7 years after their last session or at age 25, whichever is later. You can ask us to change these periods for your practice;
• copies of emails sent to clients are deleted after 6 months, and website messages from people who never booked after 12 months;
• each time the Join button is pressed to start a session, it is recorded as proof that a session ran through the platform, so that you and we can show when a session took place if there is a complaint or claim;
• when you erase a client, we delete their contact details, question forms, notes and session log. We keep the dates of their sessions with their name removed, incident logs and safety concerns (sections 24.3 and 24.3A), and their invoices and shop orders in full, because you need those for tax (section 16.4).

24.8 To complain about how we handle personal information, email us at hello@practitioner.org.uk. We'll acknowledge your complaint within 30 days, keep you told how it's going, and give you our answer without undue delay. You can also complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113).

25. Acceptable use and marketing rules

25.1 You must not use Practitioner to:

• break the law or mislead anyone;
• make cure claims or promise results;
• pretend to be someone else;
• harass anyone or send spam;
• upload harmful code, or try to get round our security or limits;
• copy data from the platform or directory in bulk by automated means;
• resell or share access to your account;
• write, or ask or pay anyone to write, a fake review, or offer anything in return for a review unless the review says so;
• review your own practice or another practice you're connected with.

25.2 Email offers:

• send them only to contacts who have agreed to receive them, never to under-18s;
• don't use claim words (cure, guarantee, proven, success rates, percentages and the like);
• every offer needs an end date;
• your practice is named at the foot of each email, with a one-click unsubscribe;
• you can send at most one campaign every 7 days, and it goes out 40 emails at a time.

25.3 "How are you getting on?" emails go only to clients who have agreed to hear from you, or who have booked with you and haven't opted out. Each one has a one-click opt-out. They never go to under-18s. Each person gets one at most once every 90 days, and up to 25 people a day per practice get one. Waiting-list alerts last 30 days.

25.4 If you ask clients for Google reviews, you must ask every client, whatever score they gave.

25.5 Limits:

• 6 practice photos and 12 gallery photos;
• an intro video of up to 200 MB uploaded, or 300 MB filmed on a phone (the phone link lasts 36 hours);
• groups of 2 to 200 places, lasting 15 to 480 minutes;
• repeating groups of up to 60 dates, or about 92 days on sale for a series with no end.

25.6 Reporting content. Anyone can report a review, a member's page or other content they think is illegal or harmful, using the Report link on the page or by emailing hello@practitioner.org.uk. We check reports promptly and take down illegal content as soon as we know about it. Reviews come only from real bookings, which helps keep fake and harmful reviews off the platform. If we remove your content, we tell you why, and you can ask us to look again by replying to our email; we'll answer within 14 days. You can complain to us in the same way about how we handled a report.

25.7 Things you can't sell in your shop: medicines (including anything sold to treat a condition), food supplements, herbal remedies and anything else meant to be eaten or drunk, CBD products, tobacco and vapes, alcohol, weapons, anything age-restricted, live animals, and anything you don't have the right to sell.

26. Insurance introductions

26.1 We may show you information about insurers or brokers who cover practitioners. Until we do, you can use any UK insurer that covers your work.

26.2 We are not an insurer or a broker, and we don't give insurance advice. We only show you an insurer's or broker's details and a link to them. We don't ask you questions for a quote, fill in or send application forms for you, recommend a particular policy, or tell you whether a policy suits you. You apply and buy directly from the insurer or broker, and any insurance contract is between you and them. We never pass your details to an insurer or broker. We are not responsible for an insurer's or broker's decisions, advice or claims handling.

26.3 If an insurer or broker ever pays us for introducing members, we say so next to their details. It is never added to your price.

26.4 If we later set up a group insurance scheme, we'll tell you what it requires before you join it.

27. Your web address, the video room and availability

27.1 Your free address is {name}.practice.me.uk or {name}.hypnotherapy.me.uk. It is yours while you're a member.

• It must be 3 to 30 letters or numbers; a hyphen is allowed in the middle.
• Reserved words are refused. Addresses go to whoever asks first.
• Once saved it is permanent. To change it, ask us.
• It ends when your account closes and can't be transferred. It becomes free for anyone to use when we clear your account details, 30 days after your account closes (section 9.6).

27.2 Your own domain. You register and pay for it elsewhere; we never register domains for members. You point it at us, and we switch on secure connection and mark it live. It stays yours, and you can stop using it with us at any time.

27.3 The video room is for one-to-ones and groups of up to 5.

• Video goes straight between the browsers of everyone in the session, not through our servers, so it may not connect on some strict networks.
• Bigger online groups need your own Zoom, Meet, Teams or Jitsi link.
• The room opens 15 minutes before a session and closes 30 minutes after it.

27.4 We aim to keep Practitioner running at all times, but we can't promise it will never be interrupted, for example for maintenance or by problems outside our control. We keep backups, but please download your records regularly.

28. Changes to the service

28.1 We may change, add or remove features to keep the service legal, safe and secure, to follow changes by Stripe or other suppliers, or to improve it. For schools, section 35.8 also applies.

28.2 If a change significantly reduces what you pay for, we'll give you at least 30 days' notice by email. You can cancel before it takes effect, and consumer members get a refund for any part of a month already paid for and not used.

28.3 If we close Practitioner, we'll give you at least 30 days' notice and time to download your records. We refund any part of a month already paid for and not used, any unspent topped-up advertising money, the unused weeks of any advert you paid for with topped-up money, and any script credits you paid for and haven't used (at the price per credit you paid).

29. Liability

29.1 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.

29.2 Consumer members: we provide the service with reasonable care and skill. If we don't, we are responsible for loss you suffer that was a foreseeable result. We are not responsible for business losses, such as lost income or clients.

29.3 Business members:

• we are not liable for loss of profit, income, business or goodwill, or for indirect or consequential loss;
• our total liability to you for all claims arising in any 12-month period is limited to the greater of (a) everything you paid us in the 12 months before the event that caused the claim (plan payments, top-ups, credit packs, recordings and platform fees) and (b) £5,000. For loss of, or unauthorised access to, client data caused by our breach of Annex A or our failure to take reasonable care, the limit is £25,000 instead;
• we take reasonable care of your data and keep backups. We are only liable for lost data where we failed to take reasonable care, and then within these limits.

29.4 We are not responsible for:

• your sessions, advice, products (other than recordings from our library) or dealings with clients;
• services provided by others, such as Stripe, PayPal, insurers, your domain registrar, or video services you choose;
• delays or failures caused by events outside our reasonable control.

29.5 Business members: you will cover our reasonable losses and costs (including reasonable legal costs) if a client or anyone else makes a claim against us because of your sessions, your products, your breach of these terms or your breach of data protection law, except to the extent the claim was caused by our own breach of these terms or our negligence. We'll tell you promptly about any such claim, let you take part in defending it, and not settle it without asking you first.

30. Changes to these terms

30.1 We may change these terms only for these reasons:

• a change in the law, regulation or official guidance;
• a change in Stripe's terms or another supplier's terms;
• security, fraud or client safety;
• new features, or changes we make to the service under section 28;
• price changes under section 7.6;
• to make them clearer;
• for schools, any reason set out in section 35.8.

30.2 We'll email you at least 30 days before a material change takes effect. You can cancel before then at no cost, and download your records. Consumer members get a refund for any part of a month already paid for and not used.

30.3 Changes needed urgently for legal, security or fraud reasons may take effect straight away. We'll tell you as soon as we can.

30.4 We may correct spelling or make wording clearer without notice, where this doesn't change your rights.

30.5 We'll ask you to accept a new version by ticking a box when you next log in. If you're a business member and you carry on using Practitioner after the notice period, the new version applies. If you're a consumer member and don't accept it, the version you accepted continues to apply to you, but we may then end the agreement under section 31.2.

31. Ending the agreement

31.1 You can end this agreement at any time by cancelling (section 10).

31.2 We can end it:

• for any reason, with at least 30 days' notice. We refund any part of a month already paid for and not used, any unspent topped-up advertising money, the unused weeks of any advert you paid for with topped-up money, and any script credits you paid for and haven't used (at the price per credit you paid);
• straight away, or with the notice we decide, if you seriously or repeatedly break these terms or the code of conduct, put clients at risk, act fraudulently or unlawfully, gave us false details, or are abusive to clients or to us;
• under section 9, if you don't pay.

31.3 When this agreement ends, sections 9.5 to 9.11 apply. Anything that by its nature should continue (money owed, gift vouchers, scripts you've given clients (section 23.4), liability, data, and law) continues.

32. Complaints

32.1 Email complaints to hello@practitioner.org.uk with "Complaint" in the subject, or write to the address in section 2. We'll acknowledge your complaint and give you a full answer as soon as we can.

32.2 If we can't settle a consumer member's complaint, our final reply will say whether an alternative dispute resolution scheme is available.

32.3 Clients with a complaint about a booking or a price speak to you first. Safety concerns come to us (section 22).

33. Law and courts

33.1 These terms are governed by the law of England and Wales. Disputes go to the courts of England and Wales.

33.2 If you're a consumer member living in Scotland or Northern Ireland, you may also bring a claim in your local courts, and you keep the protections of your local law.

34. General

34.1 We send notices to the email address on your account. Send notices to us at hello@practitioner.org.uk.

34.2 We may transfer this agreement to anyone who takes over Practitioner, if your rights are not reduced. We'll tell you if we do. You can't transfer your account without our agreement.

34.3 No one else has rights under these terms.

34.4 If a court finds any part of these terms invalid, the rest still applies.

34.5 If we don't enforce a term straight away, we can still enforce it later.

34.6 For business members, these terms are the whole agreement between us about Practitioner.

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35. Training schools: School plan and Partner plan

35.1 Who this section is for. This section applies if you run a training school on Practitioner, on the School plan or the Partner plan ("a school"). It applies as well as the rest of these terms. If they disagree, this section wins for schools. A school is always a business member.

35.2 Prices.

• The School plan is £29.99 a month, plus 5% of the listed price of every confirmed place on a course (35.5).
• The Partner plan is £14.99 a month, plus 3% of the listed price of every confirmed place on a course. We agree the Partner plan with you in person first, and we set you up when we have talked.
• Card fees charged by Stripe are paid out of the sale in the usual way and are not part of our percentage.

35.3 What a school gets. Your own website in one of our designs, courses with dates, places and payments, the Learning centre for your students, marking, hours, quizzes, certificates, student websites, the course library, messages and money-in tools, as they are from time to time (35.8).

35.4 Your students and your courses are yours. You decide what you teach, who you take and what you charge. You are responsible for your courses, your tutors, your marking, your certificates and what you tell students about them. We do not accredit, approve or recognise your courses, and you must not say or suggest that we do.

35.5 Our percentage is charged on the listed price of every confirmed place, however it is paid.

• A place is confirmed when you or we confirm a student on a course.
• The fee is a percentage of the listed price of that course for that place. It does not matter whether the student paid in full, paid in instalments, paid you another way, got a bursary or a discount, was given the place free, or is a member of your staff. Whether to offer free or reduced places is your choice; the fee is the same.
• If a student is taken off the course within 7 days of being confirmed, and nothing has been delivered, there is no fee for that place. The fee follows the state of the place at the end of the month.

35.6 All course money goes through Practitioner. Take payment for your courses on Practitioner so the fee is taken as part of the sale. If you take payment for a confirmed place another way (cash, bank transfer, another card service), or give the place free, you must record that when you confirm the place and say how. We invoice the fee on those places each month and you must pay it within 14 days.

35.7 Checking. So that we can check the fee, you agree that:

• we may keep and use records of confirmed places, and we may contact your students (by email or otherwise) to ask when and how they paid, and we may tell them why we are asking;
• you will give us what we reasonably ask for to match a place to a payment, within 7 days;
• if a confirmed place cannot be matched to a payment on Practitioner or to a place you have recorded under 35.6, the fee for it is due, and we may suspend your courses (hide them and stop new places) until it is paid. We tell you first and give you 7 days.

35.8 We decide what the platform is. Practitioner is our platform. Subject to 35.9 for money and notice, we may at any time, without liability to you:

• add, change, move, limit or stop any feature, design, integration, plan or price, including those a school relies on;
• change how the platform looks, works and is hosted, and who our suppliers are;
• change the fee percentages and the monthly price, on 30 days' notice by email (you can leave before the change takes effect and nothing more is owed except fees already due);
• decide what may appear on a school's page or in our directory and remove anything that, in our reasonable view, breaks these terms, the law, our code of conduct or the interests of students;
• refuse, suspend or close any school, however large or valuable, at our discretion, giving notice where we reasonably can; we refund any unused part of a month already paid.

We have no duty to build any feature, to keep any feature, or to make the platform work in any particular way for a particular school. We do not promise that the platform will meet your needs, that students will enrol, or that it will earn you any amount.

35.9 What stays fixed. Section 29 (Liability) and the legal protections in section 6 are not changed by 35.8. Consumer members are protected as set out in section 6, and nothing in this section reduces a consumer's legal rights. We will keep money that belongs to a school or student safe and we will always pay out money we are holding for you, less fees you owe, if the school closes or leaves.

35.10 What you give us. You give us a free, worldwide licence to use, show, copy and adapt what you put on Practitioner (course text, pictures, logos, names, public pages and reviews) to run and promote the platform, to show how schools use it, and to make our own courses and guides. You keep ownership. We will not sell your students' contact details.

35.11 Our liability to a school. For schools, section 29.3 applies, and our total liability in any 12-month period is limited to the fees you paid us in the 12 months before the event.

35.12 Leaving. You can leave any time on 30 days' notice. We can close a school on 30 days' notice, or straight away under 35.8 or section 22. When a school leaves, its public page comes down, students keep their certificates and their right to verify them, and we keep records we are required to keep. Fees owed for confirmed places remain due.

35.13 Law. English law governs this section and the courts of England and Wales have jurisdiction (as section 33).

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Annex A: Data processing terms (UK GDPR Article 28)

This annex applies where we process client data for you. You are the controller. We are the processor. Sections 24.3 and 24.3A explain the data we hold as a controller, or jointly with you.

A1. The details

A2. What we promise

1. We process client data only on your documented instructions, which are these terms and how you use the platform, including for transfers (point 10). If UK law requires us to process it in any other way, we'll tell you before we do, unless that law forbids it. If we think an instruction breaks data protection law, we'll tell you straight away.
2. Everyone who can access client data is bound to keep it confidential.
3. We keep it secure: encryption of question-form answers, concerns and incident logs; secure connections; UK hosting; login protection; and access only where needed.
4. We use only the sub-processors listed in A3. We'll email you before adding or changing one, and you can object. If we can't meet your objection, you can cancel before the change. We bind each sub-processor to the same data protection duties, and we remain responsible to you for them.
5. We help you answer clients' requests to see, correct, download or delete their data, mainly through the tools in your account.
6. We help you with security, data protection impact assessments, and any consultation with the Information Commissioner's Office.
7. We tell you without undue delay after we become aware of a personal data breach affecting your client data, with the information you need.
8. At the end, you choose either to download your client data (Clients stays available to you, read-only, while your site is paused) or to ask us for a copy within 30 days of your account closing. We then delete it, and remove it from backups within 35 days, apart from what section 9.7 says we keep.
9. We give you the information you reasonably need to show that we meet this annex. On reasonable notice, we allow and contribute to audits and inspections by you or someone you appoint.
10. We transfer client data outside the UK only to the sub-processors and places listed in A3, with the safeguard listed there: UK adequacy regulations for the EEA; for the USA, the UK Extension to the EU-US Data Privacy Framework, or the ICO International Data Transfer Agreement or Addendum. We make no other transfer without your authorisation.

A3. Sub-processors

Stripe and PayPal process payments under your own agreements with them, not as our sub-processors. PayPal's script loads on your shop page only if you use PayPal.

A4. Your duties. You make sure you have a lawful basis, and any consent needed, for the client data you put on Practitioner, and that your instructions to us are lawful.

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Annex B: Model cancellation form (consumer members only)

You can also cancel in Your plan or by email.

(Complete and return this form only if you wish to withdraw from the contract)

To: Peter Hallford trading as Practitioner, 47 Western Drive, Heanor, Derbyshire, DE75 7DP, hello@practitioner.org.uk

I/We* hereby give notice that I/We* cancel my/our* contract for the supply of the following service*: ______________________

Ordered on* / received on*: ____________

Name of consumer(s): ____________

Address of consumer(s): ____________

Signature of consumer(s) (only if this form is notified on paper): ____________

Date: ____________

*Delete as appropriate.

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Annex C: Code of conduct (version 2, 28 September 2026)

Every member agrees to work by these points:

1. I only work within what I've been trained to do, and I say so when something isn't for me.
2. I never diagnose, and I never tell anyone to stop or change medication or treatment.
3. If someone is in crisis or at risk, I point them to help that day: 999, 111, their GP, Samaritans.
4. I keep what clients tell me private, and I keep their records safe.
5. I'm honest about what my work can and can't do: no promises, no cure claims, no success rates.
6. I tell clients plainly whether I'm qualified or in training, and what that means.
7. I charge what I said I'd charge, and I refund when I've cancelled.
8. I treat every client with respect and keep professional boundaries: no sexual or romantic contact with a client, no touching without asking first, and I stop the moment they ask me to.
9. I don't work with under-18s while I'm in training, and after that only with a parent's or guardian's written consent, as section 19.4 of the Member Terms says.
10. I keep my details on this platform true and up to date, including insurance and qualifications.

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Practitioner Member Terms · in force from 11 November 2026

Version 1 · 9 October 2026