Soli is the trading name of Soli Wellbeing Ltd, a company registered in England and Wales under company number 14395117, providing pastoral and wellbeing services to young people and organisations working with young people. These Terms & Conditions shall apply to the provision of services by the Service Provider to its Clients. Every Client should read them fully before agreeing to them.

1. Definitions and Interpretations

1.1 In these Terms & Conditions, unless the context otherwise requires, the following expressions have the following meanings:

  • Business Day – means any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in the United Kingdom;
  • Client – means the party procuring the Services from the Service Provider who shall be identified in the Agreement;
  • Fees – means any and all sums due under the Agreement from the Client to the Service Provider, as specified in the Agreement;
  • Online Platform – means the platform to be utilised to carry out the remote session;
  • Services – means the services to be provided by the Service Provider to the Client as fully defined in the Agreement, and subject to the terms & conditions of the Agreement;
  • Supplier – means an individual or organisation who is registered to practice in their specific field, by at least one of the governing bodies applicable to their specialism. Suppliers are not employed by Us.
  • We/Us/Our – Means the Service Provider, Soli Wellbeing Ltd, trading as Soli, a Private Limited Company registered in England and Wales under company number 14395117

1.2 The headings used in these Terms & Conditions are for convenience only and shall have no effect upon interpretation.

2. Soli Rights & Responsibilities

2.1 To provide Services to Clients.

2.2 To maintain a functioning Website wherever possible. Occasionally, the Website might need to be taken offline for maintenance purposes.

2.3 To use reasonable endeavours to keep the Website free from viruses.

2.4 To use reasonable endeavours to check the identity of all Suppliers and to check their DBS status.

2.5 To communicate Bookings, confirmation of Bookings, cancellations, and rescheduled Bookings, to both Suppliers and Clients.

2.6 To endeavour to ensure Complaints are considered promptly and in accordance with these terms & conditions.

2.7 The Service Provider shall be responsible for ensuring that it complies with all statutes, regulations, byelaws, standards, codes of conduct and any other rules relevant to the provision of the Services.

3. User Responsibilities (These apply to both Suppliers and Clients)

3.1 Users must not use the Website with the intention of engaging directly with other Users outside of Soli. Users must not promote opportunities or services of any company other than Soli, unless they have received permission to do so.

3.2 Users agree to abide by the Privacy Policy.

3.3 Any User who fails to comply with Soli’s Terms & Conditions may be suspended from using Soli’s services.

4. Client Responsibilities

4.1 Clients must be at least 18 years old to book a Supplier for themselves. Clients under the age of 18 must be represented by a legal guardian who provides consent for them.

4.2 Clients must ensure that their details are accurate.

4.3 Clients must pay for their sessions at the time of booking, unless advised otherwise.

4.4 Clients must ensure that they have access to the correct Online Platform prior to a session. All details will be provided in advance of the session.

5. Supplier Responsibilities

5.1 Suppliers are not employees of Soli and are responsible for their own actions.

5.2 Suppliers must be at least 18 years old.

5.3 Suppliers must be legally entitled to work in the UK on a self-employed basis.

5.4 Suppliers must ensure that their details are accurate.

5.5 Suppliers must disclose any criminal convictions or cautions they may have to Soli, including any received after registering with Soli.

5.6 Suppliers must inform Soli if they are subject to any investigations relating to their professional practice or conduct

5.7 Suppliers shall indemnify Soli for all claims and liabilities arising out of any use by the Supplier of the Website.

5.8 Suppliers must ensure that they have access to the correct Online Platform prior to a session. All details will be provided in advance of the session.

5.9 Suppliers must hold the relevant level of professional indemnity insurance, and must be able to present the documentation upon request.

6. Payment

6.1 The Session Fee payable is displayed on the Website at the time of confirming a Booking. The full Session Fee must be paid upon booking, unless advised otherwise.

6.2 Payment will either be collected by Stripe on behalf of Soli, or via bank transfer upon receipt of an invoice.

6.3 If a Client fails to attend a Session, no refunds will be available.

6.4 If a Client makes a Complaint about a Missed Session, charges may be refunded as appropriate, in accordance with these Terms & Conditions.

6.5 Payment processing services on Soli’s Website are provided by Stripe Payments Europe, Ltd trading as Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement – United Kingdom (together, the “Stripe Terms”). By agreeing to these Terms & Conditions, the Client agrees to be bound by the Stripe Terms, and authorises Soli to share with Stripe such information and transaction information related to the Client’s use of the payment processing services provided by Stripe.

6.6 Suppliers shall invoice Soli for work carried out, and payment shall be sent to the Supplier within 7 Business Days of receipt, providing the Session has been carried out in line with these Terms & Conditions.

7. Bookings

7.1 Sessions with Soli must be scheduled a minimum of 12 hours in advance and no more than 90 days into the future. Some Services have slightly different timelines. This information can be found upon the individual Booking page.

7.2 Sessions can be rescheduled if the Client gives more than 48 hours notice. Please note that the Client can only reschedule at a time that is suitable for Soli and the Supplier.

7.3 Due to the nature of the Sessions, cancellations may still incur the full charge, as the Supplier must begin preparation once the Session is booked. The cancellation policy will be implemented at the discretion of the Service Provider.

7.4 Suppliers may reschedule a booking prior to a session, in cases of ill health or other similar situations, but they must reschedule the Session in agreement with the Client.

8. Missed Sessions and Complaints

8.1 The Service Provider will operate an appropriate complaints management system.

8.2 A Client should inform Soli of a complaint by either phone or email within 2 Business Days of the Session in question.

8.3 When a complaint has been received from a Client, Soli will contact the Supplier within 2 Business Days of the complaint by either phone or email.

8.4 Should the Supplier not dispute the complaint within 2 Business Days of being notified, Soli will instruct Stipe to process a full refund to the Client.

8.5 There may be a requirement for independent assessors to assess a Complaint.

8.6 We reserve the right to inform the relevant authorities of a Complaint.