Terms and Conditions

1. About Us

Soul + Remedy is a women’s health platform operated by Soul and Remedy Ltd, a company registered in England and Wales with company number 13400434. Our registered office is at 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE.

We provide clinical-grade diagnostic blood panels, personalised results interpretation, and access to vetted specialist practitioners. We also offer practitioner-led mentorship and presencing offerings, delivered by independent practitioners engaged by us. References to “we”, “us”, and “our” in these Terms refer to Soul and Remedy Ltd. References to “you” refer to the person placing an order or using our services.

Our contact email is hello@soulandremedy.com. We respond to all enquiries within 1–2 working days.

2. Who These Terms Apply To

These Terms apply to all users of the Soul + Remedy platform, including:

• Consumers — individuals purchasing services for personal use outside of any trade, business, craft, or profession

• Business customers — individuals or organisations purchasing services in connection with a trade, business, craft, or profession

Where a distinction exists between consumer and business rights, this is clearly indicated throughout these Terms. Consumers have additional legal rights which are not affected or limited by these Terms. Where anything in these Terms would restrict a right you have as a consumer that cannot lawfully be restricted, that restriction does not apply to you.

You must be aged 18 or over to use our services. By placing an order you confirm that you meet this requirement.

3. Entire Agreement (Business Customers)

If you are a business customer, these Terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance, or warranty made or given by us or on our behalf which is not set out in these Terms, and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

These Terms apply to your purchase to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by law, trade custom, practice, or course of dealing.

4. Order Process

Order Acceptance

We only accept orders when we have checked them. We will contact you to confirm receipt of your order and then again to confirm that we have accepted it within 1–2 working days. A binding contract between us is formed only when we send you an order confirmation.

Offerings Available by Application Only

Some offerings — including the Twelve-Month Private Mentorship — are available by personal application only, and places are limited each year. For these offerings:

• Submitting an application does not create a contract and does not guarantee a place

• Each application is reviewed personally by the practitioner who will deliver the work, and a place is offered only where that practitioner agrees to it

• Where a place is offered, we will ask you to confirm in writing that you wish to proceed

• A binding contract is formed when we send you an order confirmation following that written confirmation

Bookings Are Made Through Us

All bookings, enquiries, and applications for our practitioner-led offerings are made through the Soul + Remedy platform. If you approach a practitioner directly about an offering listed on our website, they will direct you to us.

Order Rejection

We reserve the right to reject orders or decline applications. This may happen if a service is no longer available, if the service was mispriced, if places are full, if we are unable to verify required information, or if the practitioner does not consider the offering to be a suitable fit for you. When this happens, we will let you know as soon as possible and refund any sums you have paid in full.

Use of Subcontractors

We use independent subcontracted practitioners to supply many of our services. All practitioners engaged through Soul + Remedy are individually vetted by us prior to listing. See Section 12 (Practitioner Status and Responsibility) for full detail.

5. Payment

When We Charge You

For diagnostic panels and practitioner-led offerings, we take payment in full when we accept your order, unless a payment arrangement has been agreed with you in advance under this Section. For some services we may take payment at agreed regular intervals, as explained during the order process.

We do this because our practitioners are paid in advance of delivering your work, and because your place — particularly on our limited-place offerings — is held for you from the point of confirmation.

Payment Arrangements

We do not offer a standard instalment plan for our Twelve-Month Private Mentorship. If you would like to discuss paying in instalments, please raise this with us and not with the practitioner. We will consider each request individually alongside your application. Where an arrangement is agreed, each instalment will fall due in advance of the part of the service it relates to, and the arrangement will be confirmed to you in writing before your order is accepted.

Payment Processing

Payment is processed securely via Stripe. Your payment details are never stored by Soul and Remedy Ltd — all transactions are handled directly by Stripe’s secure payment infrastructure in accordance with PCI DSS standards.

Prices and VAT

The prices shown on our website are the prices you pay, inclusive of VAT where VAT applies. If the rate of VAT applies to or changes in respect of our services between your order date and the date we supply the service, we will notify you and adjust accordingly, unless you have already paid in full before any change takes effect. If you require an invoice, please contact us at hello@soulandremedy.com.

Late Payment

If we are unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 2% per year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment, whether before or after judgment. You must pay us the interest together with any overdue amount.

No Set-Off Rights (Business Customers)

If you are a business customer, you must pay all amounts due to us in full without any set-off, counterclaim, deduction, or withholding (other than any deduction or withholding of tax as required by law).

6. Our Services

What We Provide

Soul + Remedy provides two connected strands of service:

Diagnostic packages

Diagnostic blood testing is available only as part of a package that also includes one or more 1:1 consultations with a specialist practitioner — a dietitian, hormone specialist, or fertility specialist. We do not sell blood panels on their own. These packages include:

• In-clinic venous blood draws at One Day Tests clinic locations across the UK

• Laboratory analysis of diagnostic markers by accredited third-party laboratories

• Personalised Results Summaries — clinical interpretation of your results in plain English

• GP results reviews conducted by GMC-registered practitioners

• Wellness plans prepared by us

Practitioner-led mentorship and presencing offerings

• The Private Presencing Experience

• The Three-Month Private Mentorship

• The Twelve-Month Private Mentorship (by application only)

• Specialist practitioner consultations with vetted health professionals

Section 7 sets out further terms that apply specifically to our mentorship and presencing offerings.

Scope of Our Services

Our services are designed to support your understanding of potential health patterns and your own reflection, development, and wellbeing. They are not intended to diagnose, treat, cure, or prevent any medical condition. Any information, results, reports, sessions, or practitioner consultations provided through our platform are for informational, educational, and health insight purposes only and must not be relied upon as a substitute for medical advice from a qualified healthcare provider.

Our mentorship, presencing, and coaching offerings are not psychotherapy, counselling, psychiatric care, or psychological treatment, and are not held out as a substitute for medical, psychiatric, or psychological diagnosis, care, or treatment. If you are receiving treatment for a mental or physical health condition, we recommend you discuss participation with your treating clinician before booking.

You are responsible for seeking appropriate medical advice where necessary. If you are experiencing urgent or severe symptoms, please contact your GP or call 111. Soul + Remedy does not replace your GP, NHS care, or specialist medical treatment. Our services work alongside — not instead of — conventional healthcare.

Scope of Practitioner Sessions

The content and format of practitioner sessions varies by discipline and by practitioner. Unless otherwise agreed in writing between you, the Company, and the relevant practitioner before the session, practitioners are not required to produce fully branded meal plans, treatment programmes, or written reports as a standard deliverable. Practitioners may provide curated guidance, recommendations, and educational materials at their professional discretion.

Where you require specific written deliverables from a practitioner session, please contact us in advance to confirm what can be provided and any associated costs.

7. Mentorship and Presencing Offerings

This Section applies in addition to the rest of these Terms where you purchase the Private Presencing Experience, the Three-Month Private Mentorship, or the Twelve-Month Private Mentorship.

These offerings do not include diagnostic testing. No blood panel, laboratory analysis, or results interpretation forms part of them. If you also want diagnostic work, that is a separate purchase.

What Is Included

The elements included in each offering are set out on the relevant page of our website at the time you order. Where an offering includes access to a practitioner’s group spaces (such as a practice space or small group space) or a Private Presencing Experience as part of a single price, no separate or additional fee is charged for that included element — by us or by the practitioner — for the period covered by your offering.

Continuity of What You Bought

Practitioners run their own group spaces as part of their own independent practice, and those spaces may evolve over time in format, frequency, or price. If you have already purchased an offering that includes access to a space, we will honour it on the basis on which it was sold to you, for the period included in your purchase, regardless of any subsequent change the practitioner makes to that space. Where an included element genuinely cannot be delivered, Section 14 (Changes to Services) applies.

Progression Credit

Where you complete the Three-Month Private Mentorship and then enter the Twelve-Month Private Mentorship, we will credit £3,000 against the price of the Twelve-Month Private Mentorship. This credit:

• applies once only and is personal to you

• is not transferable and has no cash value

• is available only where you enter the Twelve-Month Private Mentorship within 6 months of completing the Three-Month Private Mentorship, and otherwise lapses

• reduces the amount you pay and is not refundable as cash in any circumstance

The credit is applied to the price payable. Any refund due to you is calculated by reference to the amount you actually paid.

Sessions Delivered in Person

Some elements of these offerings, including Presencing Experiences, are delivered in person and outdoors.

• We will confirm the location, meeting arrangements, and what to bring in advance

• The practitioner is responsible for holding any permissions required for the location and for maintaining public liability insurance covering delivery there

• You are responsible for your own travel to and from the location, for wearing suitable clothing and footwear, and for telling us or the practitioner in advance of any mobility, access, or health need that affects your participation

• Sessions may be rescheduled by the practitioner where weather or ground conditions would make a session unsafe or unsuitable. Where this happens, we will offer you an alternative date at no additional cost. No charge falls on you for a session rescheduled by us or the practitioner.

Personal Suitability

These offerings involve reflective and developmental work. They are not appropriate as a response to acute distress or crisis. We may decline an application, or a practitioner may decline to proceed, where the work would not be suitable or safe. Where we decline before delivery begins, you will be refunded in full.

Materials and Photographs

Photographs taken by a practitioner at the place associated with your Presencing Experience are shared privately with you as part of your integration. See Section 11 (Intellectual Property) for the terms on which they, and any other materials, are provided.

8. Testing and Results

Diagnostic Testing

Diagnostic testing results are based on biological samples analysed by accredited third-party laboratories. Results may vary based on individual biological factors, sample timing, hormonal cycle, and external variables. Test results should always be interpreted in context and may require further clinical investigation.

We do not guarantee that testing will provide definitive answers, clinical conclusions, or resolution of symptoms.

Results Timeframes

We aim to deliver results within the timeframes indicated on our website — typically within 48 hours of your sample being received by the laboratory. However, delays may occur due to laboratory processing times or circumstances outside our control. We are not liable for delays caused by third-party laboratories or circumstances beyond our reasonable control.

Results Delivery

Your results are returned to us by the laboratory, and we send them to you directly. Because they contain health information, we send them by a secure method — currently as a password-protected document, with the password provided to you by a separate channel. We may move to a secure online portal, and if we do we will tell you how to access your results when we send them. Your Personalised Results Summary is included alongside the clinical data.

Please keep the contact details on your account up to date, and tell us straight away if your email address changes.

Your results are sent to you, not to your practitioner. We do not pass your diagnostic test results, laboratory reports, or health records to mentorship or presencing practitioners. If you choose to share your results with a practitioner directly, that is your decision and the practitioner holds that material as part of their own records. See Section 20 (Data Protection) and our Privacy Policy.

Your Wellness Plan

Where your package includes a wellness plan, we prepare it after you have completed your sessions with your practitioner or practitioners. It is sent to you in the same way as your results.

Personal Details Form

Before attending your clinic appointment, you will be required to complete a personal details form. This form must be submitted before your appointment can be confirmed. Failure to complete the form in a timely manner may delay or prevent your appointment from being scheduled. We may charge additional fees or reschedule your appointment if the required information is not provided.

9. Appointments

Scheduling

Following booking confirmation, our laboratory partner (One Day Tests) will contact you within 1–2 working days to schedule your clinic appointment. Clinic appointments are available across 28 UK locations. It is your responsibility to attend your scheduled appointment.

For practitioner sessions, we will confirm scheduling arrangements with you after your order is accepted.

Non-Attendance

Failure to attend a scheduled appointment or session without prior notice will result in the full fee for that appointment or session being retained. No refund will be issued for missed appointments. This does not affect your statutory right to cancel under Section 10.

Information Required

We may charge you additional sums if you do not provide information we have reasonably requested in connection with your services, or if your failure to provide such information causes us to incur additional costs or to reschedule your appointment.

10. Cancellation, Rescheduling and Refunds

Our full Refund and Cancellation Policy sits alongside this Section and forms part of these Terms. Where there is any inconsistency, this Section prevails.

Your Legal Right to Cancel (Consumers)

If you are a consumer and you bought from us online or otherwise at a distance, you have a legal right to cancel your purchase within 14 days, beginning the day after we send your order confirmation. This is your statutory cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right applies to our diagnostic packages, our practitioner consultations, and our mentorship and presencing offerings.

Starting Straight Away

We know you don’t want to wait two weeks to get going, and we don’t want you to either. At checkout we will ask you to confirm that you want us to begin right away. If you give that confirmation, we start immediately — for a diagnostic package, that means passing your details to our pathology partner so they can arrange your blood draw without delay.

Asking us to begin does not take your cancellation right away. It changes what a cancellation costs:

• You may still cancel within the 14 days

• If you do, you pay a proportionate amount for what has already been supplied to you — for example, a blood draw and laboratory processing already carried out, or a 1:1 session already delivered — and we refund the rest

• Anything not yet delivered is refunded in full

• You lose the right to cancel only once your service has been fully delivered inside the 14-day period, and only where you asked us to begin and acknowledged at checkout that the right would be lost on completion

If you would rather we waited, tell us and we will hold off until the 14 days have passed, at which point you can still cancel for a full refund at any time before then.

Where a refund is due, we will set out how we calculated it in writing. Our Refund and Cancellation Policy explains how we treat each part of a package as delivered.

For the Twelve-Month Private Mentorship, we do not begin delivery until you have confirmed in writing that you wish to proceed.

How to Cancel

To cancel, contact our Customer Service Team at hello@soulandremedy.com. You do not need to give a reason. Refunds are processed as soon as possible and in any event within 14 days of us receiving your cancellation. We will refund you by the method you used for payment and will not charge a fee for the refund.

Rescheduling and Late Cancellation (Outside the 14-Day Period)

Once your statutory cancellation period has ended, or where it does not apply:

Blood test appointments

• Cancellation or rescheduling requests must be made at least 48 hours before your scheduled appointment

• Cancellations or rescheduling requests made within 48 hours will result in the full appointment fee being charged with no refund, because we are committed to our laboratory partner upon confirmation of your booking

Practitioner sessions, consultations, and Presencing Experiences

• Cancellation or rescheduling requests must be made at least 48 hours before the scheduled session

• Cancellations made within 48 hours are non-refundable and the full fee for that session remains payable, because the practitioner’s time has been reserved and paid for

• Late arrival may result in a shortened session. Where a session is shortened or forfeited due to your late arrival, the full session fee remains payable

• Where we or the practitioner cancel or reschedule a session, you will be offered an alternative at no cost to you, or a refund of the proportion of the price referable to that session if no suitable alternative can be found

Non-Refundable Services

Subject always to your statutory rights above, refunds are not available for:

• Services already fully delivered

• Missed appointments and no-shows

• Services already initiated, to the extent of the part already delivered, including laboratory processing of your sample

Exceptional Circumstances

We may, at our sole discretion, offer rescheduling or a partial refund in exceptional circumstances. Please contact us at hello@soulandremedy.com to discuss your situation.

11. Intellectual Property

Soul and Remedy Ltd owns all intellectual property rights in its platform, brand, content, frameworks, and proprietary materials. All such rights are reserved.

Practitioners engaged through Soul + Remedy retain ownership of their own professional materials, educational content, guides, methodologies, and frameworks. Where such materials are provided to you as part of your services, they are licensed to you for your own personal use only, under the terms agreed between Soul and Remedy Ltd and the relevant practitioner.

Photographs From Presencing Experiences

Photographs taken by a practitioner of the tree, place, or landscape associated with your Presencing Experience belong to that practitioner. They are shared privately with you as part of your integration, for your own personal use.

Where you ask to be photographed at the place, the practitioner may take that photograph with your consent and share it privately with you.

No photograph in which you are identifiable will be used publicly by us or by the practitioner without your separate, explicit written consent. You are under no obligation to give that consent, and declining has no effect on your service.

Your Materials

You retain ownership of anything you write, submit, or share in the course of your work — reflections, application responses, and your own notes. We do not use these publicly, and we do not use them in marketing, without your separate written consent.

Restrictions

You may not reproduce, distribute, or make available any materials provided to you through the Soul + Remedy platform to third parties without our prior written consent and, where applicable, the consent of the relevant practitioner.

12. Practitioner Status and Responsibility

Practitioners engaged through Soul + Remedy operate as independent professionals and independent contractors. They are not employees, workers, agents, or partners of Soul and Remedy Ltd. Nothing in these Terms or in our services creates any employment, partnership, or agency relationship between Soul and Remedy Ltd and any practitioner.

Our Vetting

All practitioners are individually vetted by us before listing. Our vetting process includes:

• Verification of qualifications and, where their discipline has a statutory or recognised professional register, their registration on it

• Confirmation of professional indemnity insurance of at least £1 million per claim, verified at least annually

• Confirmation of public liability insurance of at least £2 million per claim where any part of their work is delivered in person, verified at least annually

• Confirmation that they hold the permissions required for any physical location at which they deliver in person

• A structured clinical or professional philosophy review

• Ongoing monitoring through anonymised client feedback

We do not refer a client to a practitioner before that insurance is in place and evidenced to us.

Our practitioners come from a range of disciplines. Some are registered with statutory or professional bodies such as the HCPC, BDA, UKCP, BPS, or GMC. Others work in fields — including mentoring, coaching, and presencing — where no statutory register exists. Where that is the case, we say so on the practitioner’s profile, and our vetting focuses on qualifications, experience, insurance, and philosophy. We do not represent any practitioner as holding a registration they do not hold.

Professional Responsibility

Any advice, interpretation, or recommendations provided during practitioner sessions are the professional responsibility of the individual practitioner. Soul + Remedy does not assume liability for clinical or professional opinions, decisions, or outcomes arising from practitioner sessions, except where we have been negligent in our vetting process or where liability cannot lawfully be excluded.

Working With a Practitioner Directly

Our practitioners run their own independent practices alongside their work with us, and they are free to work with you directly outside the Soul + Remedy platform if you both wish to.

If you do:

• That arrangement is between you and the practitioner. Soul + Remedy is not a party to it, does not vet, oversee, insure, or take responsibility for it, and our terms, complaints process, and protections do not apply to it

• We do not charge you any fee for it. Any commercial arrangement we have with the practitioner in respect of work of that kind is a matter between us and them

• Anything you have already bought from us remains covered by these Terms and will be delivered

13. Delays Outside Our Control

If our supply of your service is delayed by an event outside our reasonable control — including but not limited to laboratory delays, third-party clinic availability, practitioner illness, adverse weather affecting an in-person session, IT failures, or acts of God — we will contact you as soon as possible to let you know and will take reasonable steps to minimise the impact of the delay.

As long as we do this, we will not compensate you for the delay. However, if the delay is likely to be substantial, you may contact us at hello@soulandremedy.com to end the contract and receive a refund for any services you have paid for in advance but not yet received.

14. Changes to Services and These Terms

Changes We Can Always Make

We can always change a service to reflect changes in relevant laws and regulatory requirements, or to make minor technical adjustments and improvements that do not materially affect your use of the service.

Changes Requiring Notice

We can make other changes to our services or these Terms, but if we do so we will notify you in advance. You will then have the right to contact us at hello@soulandremedy.com to end the contract before the change takes effect and receive a refund for any services you have paid for in advance but not yet received.

Withdrawal of Services and Practitioner Availability

We may stop providing a service entirely. Where this happens, we will give you reasonable advance notice and refund any sums paid in advance for services that will not be provided.

Where a practitioner ceases to be available, we will contact you promptly and:

• for services where the identity of the practitioner is not central to what you bought, we will offer you an alternative practitioner of comparable standing, or a refund of the proportion of the price referable to any undelivered part

• for mentorship and presencing offerings, where you bought the work of a specific practitioner, we will not substitute a different practitioner without your agreement. We will either arrange for that practitioner to complete the work already sold to you, or refund the proportion of the price referable to the undelivered part

15. Suspension of Services

We may suspend the supply of a service to deal with technical problems or make minor technical changes, to update the service in line with changes in relevant laws, or to make improvements. We will contact you in advance unless the issue is urgent.

If we suspend the service, we will adjust the price so you do not pay for it while it is suspended. You may also contact us to end the contract and receive a refund for any advance payments for services not yet received.

16. Ending the Contract

How to End an Ongoing Contract

If you have an ongoing contract with us, we will tell you how and when you can end it during the order process and confirm this in writing after accepting your order. Please contact us at hello@soulandremedy.com if you have any questions.

Our Right to End the Contract

We may end our contract with you and claim any compensation due to us if:

• You do not make payment when it is due and still have not paid within 14 days of us reminding you

• You do not, within a reasonable time, provide us with information or cooperation we need to provide the service

• Your conduct towards a practitioner or member of our team is abusive, threatening, or unlawful

• You are a business customer and you take any step in connection with entering administration, liquidation, insolvency, or ceasing to carry on business

Where we end the contract under this Section, we will refund the proportion of the price referable to any part of the service not yet delivered, less any costs we have reasonably incurred.

17. Our Liability

Losses We Never Limit or Exclude

Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors

• Fraud or fraudulent misrepresentation

• Breach of terms implied by section 2 of the Supply of Goods and Services Act 1982

• Any other matter in respect of which it would be unlawful to exclude or restrict liability

Our Liability to Consumers

We are not responsible for losses you suffer caused by us breaking this contract where the loss is:

• Unforeseeable — it was not obvious it would happen and nothing you told us before we accepted your order meant we should have expected it

• Caused by a delay or event outside our control, as described in Section 13

• Avoidable — something you could have avoided by taking reasonable action, including following our reasonable instructions

Our Liability to Businesses

If you are a business customer, except in respect of the losses described above that we never limit or exclude:

• We shall not be liable for any loss of profit or any indirect or consequential loss arising under or in connection with any contract between us

• Our total liability to you for all other losses shall be limited to the total amount paid by you to us under the relevant contract

• Unless you notify us of a claim within 6 months of becoming aware of the relevant event, we shall have no liability for that event. Notice must be in writing and must identify the event and grounds for the claim in reasonable detail

Nature of Our Services

Our services are intended to support general wellbeing, health insight, and personal development, and are not a substitute for medical advice, diagnosis, or treatment by a qualified medical professional. Whilst we take reasonable steps to verify the credentials of practitioners engaged by us, we do not guarantee the outcome of any service.

18. If Something Is Wrong With Your Service

If you think there is something wrong with your service, please contact us at hello@soulandremedy.com as soon as possible. We will acknowledge all complaints within 2 working days and aim to resolve them within 14 working days.

Under the Consumer Rights Act 2015, consumers have the right to:

• Ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or to receive some money back if we cannot fix it

• Receive a service within a reasonable time if no timeframe has been agreed

• Pay no more than a reasonable price if no price has been agreed upfront

For further information about your legal rights as a consumer, please visit the Citizens Advice website at www.citizensadvice.org.uk. If your complaint relates to a practitioner’s professional conduct, we will investigate it and, where the practitioner is registered with a professional body, refer the matter to that body as appropriate.

19. Use of the Soul + Remedy Website

You agree to use the Soul + Remedy website and platform only for lawful purposes. You must not use our platform in any way that is unlawful, harmful, fraudulent, or abusive, or in any way that could damage, disable, or impair the platform.

We do not guarantee that the website will be available at all times or that content will be free from errors. We may restrict access to some or all of the website at our discretion. Content on our website is provided for informational purposes only and does not constitute medical advice. We are not responsible for third-party content or links accessible from our website.

20. Data Protection and Privacy

We use your personal data in accordance with our Privacy Policy, available at soulandremedy.com/privacy-policy. By using our services, you confirm that you have read and understood our Privacy Policy.

We are registered with the Information Commissioner’s Office (ICO) and comply with UK GDPR and the Data Protection Act 2018. Health data collected through our platform is special category data under UK GDPR Article 9 and is subject to enhanced security controls and access restrictions. We process this data on the basis of your explicit consent.

We do not sell your data. We share it only where necessary to deliver your services — with our laboratory partner (One Day Tests), and with your assigned practitioner — or where required by law.

How we share with practitioners. Practitioners are independent professionals, not our processors. Each of us is an independent controller of our own records:

• We share with your practitioner your name, contact details, your application form and any pre-session reflection you submit through us, the offering you purchased, and scheduling information — no more than they need to prepare for and deliver your work

• We do not send your diagnostic test results, laboratory reports, or health records to mentorship or presencing practitioners. Those come to you

• If you choose to share your results with a practitioner directly, that is your decision, and that material becomes part of their records, held by them

• Your practitioner keeps their own session notes and practice records. Those are theirs, held under their own retention policy, and we do not have access to them

• Where we prepare a wellness plan for you, we may ask your practitioner for a short written summary to inform it. We will only do this where you have consented, and it will contain no more than is necessary for that purpose. It does not include their session notes

Your results will not be shared with your GP or any other party without your explicit consent. Full detail is in our Privacy Policy.

21. Resolving Disputes

Complaints

If you have a complaint, please contact our Customer Service Team at hello@soulandremedy.com with the subject line ‘Complaint’ in the first instance. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 working days.

Alternative Dispute Resolution

If you are a consumer and we are unable to resolve your complaint, you may use an alternative dispute resolution (ADR) scheme. ADR is an optional process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court. If you are not satisfied with the outcome, you can still go to court.

Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. If you are a consumer, wherever you live in the UK, you can bring claims against us in the English courts. If you live in Wales, Scotland, or Northern Ireland, you may also bring claims in the courts of the country you live in.

If you are a business customer, you irrevocably agree to submit all disputes to the exclusive jurisdiction of the English courts.

22. Other Important Terms

Contract Transfer

We may transfer our contract with you to another organisation. We will contact you if we plan to do this. If you are a consumer and are unhappy with the transfer, you may contact us at hello@soulandremedy.com within 14 days to end the contract and receive a full refund for any services not yet provided.

You may only transfer your contract with us to someone else if we agree in writing.

Third-Party Rights

This contract is between you and us only. No other person has any rights under this contract and neither of us will need to ask any third party to sign off on ending or changing it.

Severability

If a court finds any part of these Terms unlawful or unenforceable, the remaining Terms will continue to apply in full.

Delayed Enforcement

If we delay in enforcing these Terms, we can still enforce them later. A delay in taking action against a breach does not mean we have waived our right to do so.

Changes to These Terms

We may update these Terms from time to time. Where we make material changes, we will notify you. The Terms that apply to your purchase are those in force at the date we accepted your order.

Contact Us

If you have any questions about these Terms and Conditions, please contact us:

Email: hello@soulandremedy.com Website: soulandremedy.com Customer Service hours: Monday to Friday, 9am – 5pm