Please read these Terms and Conditions (“Terms”) carefully before using the services offered by Paranimo Limited (“Paranimo,” “We,” “Us,” or “Our”), including the Paranimo and Matchifi platforms (collectively, “Services”). Matchifi is a brand owned by Paranimo and using the Paranimo software. These Terms apply to your use of the Services. If you do not agree to these Terms, please do not use or continue using the Services. By using the Services, you agree that you have read, understood, and are bound by these Terms.
Paranimo is a company incorporated in England and Wales under registration number 11992617, with its registered office at 28 Salisbury Road, Farnborough, England, GU14 7AL. These Terms constitute a legally binding agreement between you (the “User” or “Users”) and Paranimo.
Paranimo provides software platforms, including Paranimo and Matchifi, designed to facilitate the matching of Service Providers with End Users across various industries and use cases. The Matchifi platform extends this functionality, offering a flexible tool for Business Customers to configure bespoke matching systems. Paranimo serves solely as a third-party technology provider and does not regulate, oversee, or deliver the services offered by Service Providers through the Platforms. We are not responsible for the quality, outcome, or effectiveness of any interactions or services facilitated through the Services.
We may amend these Terms from time to time. Amendments will be effective once posted on www.paranimo.co.uk or other relevant platform websites and will apply to your continued use of the Services. We encourage you to review these Terms regularly. Your continued use of the Services after amendments, whether reviewed by you or not, constitutes your agreement to be bound by such changes.
To access the Services, you must be at least eighteen (18) years old, unless accessing through an approved organization that permits use by individuals under eighteen (18).
DISCLAIMER
The Services are software tools for connecting Users and facilitating interactions between Service Providers and End Users. Paranimo does not regulate or guarantee the quality, suitability, or outcomes of services provided through the Platform. Users are responsible for assessing the appropriateness of Service Providers for their needs and should consult qualified professionals if specific expertise is required beyond the Platform’s functionality. Paranimo is not liable for outcomes arising from use of the Services.
If you are in danger, need emergency help or are considering actions that could harm yourself or others you should dial 999, go to Accident and Emergency, speak to your GP, or contact the NHS 111 service. Our Services should not be used in emergencies. If you are suicidal or considering harming yourself or others, please consider using the resources suggested by the NHS (https://www.nhs.uk/conditions/Suicide/). Any information, suggestion or advice which may be offered to you by a Therapist before, during the course of, or after a therapy session, is not a substitute for examination by a medical doctor or a licensed qualified professional.
Introduction
In these Terms:
The Services are provided to both corporate entities and individual users. “User” encompasses categories such as:
Users’ access to specific features depends on their category, as outlined in the General End User Licence Agreement (EULA) and relevant annexes:
Users will have access to specific features within the Platform based on their respective categories. However, the rules and regulations set out in the General End User Licence Agreement section apply to all Users and subsequent appendices will apply to those Users accessing other functions of the Platform as follows:
General End User Licence Agreement (EULA)
The following terms apply to all Users.
Our Platforms (Paranimo and Matchifi) enable End Users to connect with Service Providers for a range of services, as configured by Paranimo or Business Customers. The Matchifi platform provides enhanced flexibility, allowing Business Customers to adapt the system for diverse provider types and use cases. Features may include matching, booking, payment processing, and communication tools. Paranimo facilitates these interactions but does not provide, regulate, or endorse the services offered by Service Providers. Any agreement for services is between the End User and Service Provider; Paranimo is not a party to such agreements and does not monitor or control their content or outcomes.
We may enable separate agreements between End Users and Service Providers regarding service delivery. However, Service Providers may not impose additional fees or requirements outside the Platform’s agreed terms without mutual consent via the Platform. In case of conflict, these Terms prevail.
By agreeing to these Terms, you accept Paranimo is not providing any mental health support. Paranimo is acting as a third party system only, and is not providing any counselling or medical services. Paranimo accepts no responsibility for the outcome, result, or effectiveness of any End User’s use of a Therapist’s services.
Use of the Platform
By using the Platform, you agree:
Users must interact with Paranimo staff respectfully. Rude or aggressive behavior may result in immediate account termination without notice, at Paranimo’s discretion.
Users may act in capacities such as:
Business Customers are organizations that configure and provide access to the Platform for their users, which may include white-labelling or reselling capabilities.
Users must use the Platform for their own purposes, not on behalf of unapproved third parties (though third-party assistance in accessing the Platform is permitted). Unless required for an Administrator role, Users must not:
You confirm that you rely only on representations in these Terms, not external advertising. These Terms constitute the entire agreement between you and Paranimo, superseding prior agreements.
The Platform operates over the internet. We recommend a connection of at least 5 Mbps and a strong Wi-Fi signal. Paranimo is not responsible for issues arising from your internet or device.
As an End User, you agree:
If you have concerns about a Service Provider’s conduct or qualifications, contact your Business Customer or the Service Provider’s professional body, if applicable. For Platform-related issues, reach out to Paranimo support (support@paranimo.co.uk). Paranimo does not guarantee Service Provider suitability. You may switch providers at any time, subject to booking terms.
Paranimo provides software functionality only and is not liable for Service Provider performance. To close your account, contact support@paranimo.co.uk for immediate deletion.
Access is temporary and may be suspended, altered, or withdrawn at Paranimo’s discretion without notice. We are not liable for unavailability unless otherwise agreed in writing. Content is for general information only and does not constitute professional advice.
You must keep login credentials confidential and notify us of unauthorized use (support@paranimo.co.uk). We may suspend or terminate accounts for breaches of these Terms or inactivity (e.g., 6 months post-registration without login).
The availability of certain features, such as cancellation windows, rescheduling options, or other functionalities described in these Terms, may vary depending on the settings configured by the Business Customer during onboarding. For example, a Business Customer may disable cancellation or rescheduling capabilities, adjust booking parameters, or customize other aspects of the Platform to suit their specific needs. These configurations are at the discretion of the Business Customer, and Paranimo is not responsible for the presence or absence of any feature as a result of such settings. For details on available options, End Users and Service Providers should consult their Business Customer or review the applicable scheme settings within the Platform.
Paranimo develops matching capabilities to connect End Users with Service Providers efficiently, using metrics like profile data, usage, and feedback. We reserve the right to modify the matching system at our discretion, tailoring it to the configured use case (e.g., via Matchifi).
Bookings involve scheduling interactions with Service Providers via the Platform (e.g., video calls, messages). Service Providers set availability and confirm times. End Users must consent to sharing profile data with a chosen Service Provider to proceed. Payments are processed via Stripe (see Stripe’s terms at https://stripe.com/gb).
The Platform is free to join for individual End Users though Business Customers may charge for access outside of the platform. Business Customers pay subscriptions per agreed pricing with Paranimo. Paranimo may charge Service Providers a commission on fees earned through the Platform, as configured. For payment disputes or support, contact your Business Customer or Paranimo support (support@paranimo.co.uk) as appropriate.
Payment types may vary depending on the Business Customers’ preference.
End User may be given access to the Platform through a Business Customer. That Business Customer may fund sessions and can set limits on the number of sessions funded.
End Users agree to the usage limits agreed between Paranimo and the organisation who has named them as a member of a scheme. These limitations include, but are not limited to, the price of a session, the number of sessions they can use per calendar month, and the total number of sessions.
The continued access to any supply of sessions is completely at the discretion of Paranimo and the Business Customer. Should either Paranimo or the Business Customer end the engagement, Paranimo will withdraw access to the Scheme.
In the event any Business Customer withdraws permissions for any End Users to access a scheme, or wishes to end their agreement with Paranimo, access to a scheme can be blocked without warning and for any period of time, including indefinitely.
Providers can display their own terms of work through the Platform. These terms can cover how they are delivering services. Any clause or condition which falls outside of delivery of services through the platform are null and void.
Paranimo provides a software platform to facilitate interactions between End Users and Service Providers, the nature of which depends on the configuration by Paranimo or Business Customers. The suitability and style of services offered are determined by the End User’s choice of Service Provider. Paranimo does not regulate or oversee these interactions.
Paranimo does not have access to the content of communications facilitated through the Platform (e.g., video calls, messages). Such interactions are considered private and confidential between the End User and Service Provider. Users agree not to record these interactions unless mutually agreed and permitted by law. Either party may end their association with the other at any time, subject to applicable booking terms. Paranimo is not responsible or liable for the conduct, professionalism, or quality of interactions. For issues with session content or delivery, contact your Business Customer or Service Provider directly.
Pricing for interactions is set by Service Providers within the Platform’s tools, unless pre-determined by a Business Customer’s scheme or third-party funding. Service Providers may adjust pricing at their discretion, except for bookings already paid or fixed by a scheme. Paranimo facilitates payment processing but does not dictate pricing beyond any minimum fees set for Business Customer-funded interactions. For pricing disputes, contact your Business Customer or Service Provider; for Platform payment issues, reach out to Paranimo support (support@paranimo.co.uk).
The duration of interactions is determined by the Service Provider, tailored to their practice and the End User’s needs. The Platform’s booking system may default to one (1) hour, but Paranimo has no preference or control over session length, which Service Providers may adjust as needed. For questions about session duration, contact your Service Provider or Business Customer.
Service Providers set their own availability through the Platform. Paranimo makes no guarantees that Service Providers will maintain consistent use or availability. By accepting these Terms, Service Providers acknowledge that the Platform facilitates pay-as-you-go interactions and does not mandate routine use by End Users. For availability concerns, contact your Service Provider or Business Customer.
Cancellations are available for bookings made through the Platform. We recommend End Users attempt to reschedule rather than cancel. Service Providers set their own minimum notice periods for cancellations, displayed at the point of booking. By engaging with a Service Provider, End Users agree to their cancellation terms.
Cancellations before the notice period ends result in a refund or no charge if payment is unprocessed. After the period, cancellations are not permitted, and payment is processed immediately if not already collected (e.g., for bookings made within the notice period where cancellation is disabled). For cancellation support, contact your Service Provider or Business Customer; for Platform issues, reach out to Paranimo support (support@paranimo.co.uk).
The grace period is a threshold set by each Service Provider, defining the minimum hours before an interaction during which bookings can be made (e.g., a 4-hour grace period means bookings must be 4+ hours in the future). This ensures Service Providers are aware of bookings and can prepare. Bookings made outside the grace period require attendance by the Service Provider, who is subject to refund obligations if they fail to attend. For grace period questions, contact your Service Provider or Business Customer.
Rescheduling is preferred over cancellation for resolving attendance issues and can be managed through the Platform. Service Providers determine whether rescheduling is allowed, per their policy. If a Service Provider cannot attend, they must notify the End User or Paranimo support (support@paranimo.co.uk) as soon as possible and facilitate rescheduling. Failure to attend triggers the refund policy.
If a Service Provider opts not to continue with an End User (e.g., due to expertise limitations), they should discuss this during an interaction and advise on finding alternative support, consulting their professional oversight if needed. If an End User persists in engaging after such a decision, the Service Provider should contact Paranimo support. For rescheduling support, contact your Service Provider or Business Customer.
We encourage rescheduling over cancellations and urge Users to handle bookings transparently within these Terms. End Users are entitled to a full refund if:
No refund is due if an End User cancels within the Service Provider’s notice period, though rescheduling may remain an option. Where payment is unprocessed at cancellation, no refund is needed. Refunds are processed via Stripe for the full amount paid. For refund issues, contact your Service Provider or Business Customer; for Platform payment disputes, reach out to Paranimo support (support@paranimo.co.uk).
Paranimo may invoice End Users on behalf of Service Providers or Business Customers to simplify billing. By agreeing to these Terms, Service Providers and Business Customers agree:
For invoice queries, Service Providers should contact daniel.condliffe@paranimo.co.uk. Business Customers should handle End User invoicing queries, with Platform-related issues directed to Paranimo support (support@paranimo.co.uk).
Access to the Platform is provided on a temporary basis, and Paranimo reserves the right to suspend, withdraw, discontinue, or modify all or any part of the Platform (including Paranimo and Matchifi) without notice. We are not liable for any unavailability unless otherwise agreed in writing via a separate agreement with a Business Customer or User. For support during outages, contact your Business Customer; for Platform-specific issues, reach out to Paranimo support (support@paranimo.co.uk).
We may update the Platform to introduce new features, fix bugs, or adjust content at our discretion. Content on the Platform is for general information only and does not constitute professional advice of any kind. Users must seek appropriate professional or specialist advice before acting or refraining from action based on Platform content.
Paranimo makes reasonable efforts to keep Platform information current, but we do not guarantee its accuracy, completeness, or timeliness, including any marketing materials provided to Business Customers or Users.
You must keep authentication details (e.g., user ID, email, password) confidential and not share them with third parties. Access to secure areas is personal to you. You are responsible for all activity under your account and the accuracy of information submitted using your credentials. Notify us immediately of any unauthorized use or security breaches (support@paranimo.co.uk).
If we suspect unauthorized use (by you or via your account), we may suspend or terminate your access to secure areas without notice, alongside other remedies. We may also suspend or terminate accounts at our discretion for reasons including non-compliance with these Terms. Suspended Users cannot log in, preventing participation in scheduled interactions during suspension. Terminated accounts are permanently deleted, barring login and participation post-termination.
Paranimo may refuse refunds for bookings affected by suspension or termination and reserves the right to pursue legal action for costs (including administrative and legal fees) arising from breaches of these Terms, on an indemnity basis. We may limit, suspend, or terminate services, prohibit access, remove content, or take technical/legal steps to block Users breaching these Terms. Accounts incomplete after 6 months of inactivity post-registration may also be terminated.
Report problems, offensive content, or policy violations to support@paranimo.co.uk.
If you are under eighteen (18) years old, you may only use the Platform through a Business Customer that has explicitly configured it for such use. Contact your Business Customer or Paranimo (support@paranimo.co.uk) if unsure. Only Business Customers approved by Paranimo to support under-18 access can enable this, ensuring Service Providers are appropriately qualified where required. Paranimo does not independently verify these qualifications but facilitates configuration by Business Customers.
User Conduct (linking to the Platform)
Paranimo reserves the right to prohibit links from external sites to Platform materials or information at our sole discretion, without notice.
Any permitted link to Platform content must:
The Platform may include links to third-party sites for informational purposes only. Paranimo is not responsible for these sites’ content or use and does not endorse them. For issues with linked content, contact the third party or your Business Customer as appropriate.
Paranimo at all times and in all circumstances maintains all rights and ownership of all intellectual property and copyrighted materials owned by Paranimo. Paranimo is the owner or the licensee of all intellectual property rights in the Platform, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
Paranimo and any of its nominated licensors shall retain ownership of intellectual property and do not transfer any interest whatsoever in those intellectual property rights. Any intellectual property created by any party in contribution to any aspect of this agreement will remain at all times the property of that party.
Any User that uploads any logo or other form of copyrighted material or intellectual property to the Platform maintains all rights and ownership over their copyrighted material or intellectual property.
You agree to abide by all applicable copyright and other laws, as well as any additional copyright notices or restrictions contained in the Service. You acknowledge that the Services have been developed, compiled, prepared, revised, selected, and arranged by Us and others through the application of methods and standards of judgment developed and applied through the expenditure of substantial time, effort, and money and constitute the valuable intellectual property of Paranimo and such others.
Paranimo’s name, Paranimo’s logo, the Services, and the third-party merchants or logos and the product names associated with the Service are trademarks of Paranimo and/or its affiliates or third parties, and no right or licence is granted to use them.
Use of the Platform for the purpose of damaging the business or property of Paranimo or third parties or damaging, attacking or overloading, the networks, servers and other hardware or software of Paranimo or third parties is expressly prohibited. In particular, you agree that you will not use the Paranimo system in any of the following ways:
You may supply a copy of any extract from this Platform to an individual third party for their personal use only, provided that:
By using the Platform, you agree that you will not:
Whilst Paranimo endeavours to ensure that the Platform is available 24 hours a day, we do not guarantee that the Platform, or any content on it, will always be available or uninterrupted, or that it will be free from errors or omissions. We will not be liable if, for any reason, the Platform is unavailable at any time or for any period. You are responsible for making all arrangements necessary for you to have access to the Platform, and you are also responsible for ensuring that all persons who access the Platform through your internet connection are aware of these terms, and that they comply with it.
Paranimo does not guarantee that the Platform is free from bugs or viruses and you should install and maintain your own virus protection software. Paranimo may decide to exclude some of the above restrictions if a User has entered a separate agreement with Paranimo to access the Platform to assess the security of the platform.
All parties must comply with all applicable requirements of the Data Protection Legislation. This is in addition to, and does not relieve, remove or replace, a party’s obligations or rights under the Data Protection Legislation.
All parties acknowledge that for the purposes of the Data Protection Legislation, that Paranimo is a Controller. The parties shall agree as required: the scope, nature and purpose of processing by Paranimo, the duration of the processing and the types of personal data and categories of data subject. This information shall be included in Paranimo’s Privacy Policy.
All Users will ensure that they have all necessary appropriate consents and notices in place to enable lawful transfer of the personal data to Paranimo for the duration and purposes of these Terms.
The User consents to Paranimo appointing third party processors of Personal Data under this agreement, insofar as required, provided that the third-party processors are subject to reasonable and sufficient confidentiality provisions and that any third party processor uses industry standard data protection software and policies in accordance with all applicable laws.
Any personal information you provide through the Platform from which you can be identified is stored securely and confidentially, and is processed fairly and lawfully in accordance with Our Privacy Policy and Cookie Policy. This is available on our website, here: https://www.paranimo.co.uk/privacy-policy.
For the purposes of this clause, “Confidential Information” means: all non-public, confidential or proprietary information of a party (including non-public, confidential or proprietary information of third parties in the party’s possession) disclosed orally or in tangible form by one party to the other party.
All parties undertake that it shall not at any time disclose to any person any confidential Information concerning the business, affairs, customers, clients or suppliers of any other party.
For clarity, Confidential Information does not include information that:
Either party may disclose the other party’s Confidential Information:
No party shall use any other party’s Confidential Information for any purpose other than to exercise its rights and perform its obligations under or in connection with these Terms.
At termination of these Terms, the parties may request that the other party return or destroy their Confidential Information and any copies thereof. However, each party may retain such Confidential Information to the extent it is contained in deleted emails and electronic documents which are archived by or on behalf of the receiving party consistent with the receiving party’s standard archival processes but which, in the ordinary course of operations are not accessible by the individuals who created or received such emails or documents.
The Platform is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we do not guarantee that the Platform will meet specific requirements, or be available, accessible, uninterrupted, timely, secure, or free from errors, viruses, worms, trojans, time-bombs, keystroke loggers, spyware, adware, or other harmful elements, code, or programs. We recommend you protect your equipment with appropriate anti-virus software.
Where the Platform includes links to third-party sites or resources, these are provided for informational purposes only. We have no control over their content and assume no responsibility for it. Such links do not imply endorsement by Paranimo, and we are not liable for any loss or damage arising from their use. For issues with third-party content, contact the relevant provider or your Business Customer.
To the fullest extent permitted by law, we exclude all conditions, warranties, representations, or other terms that may apply to the Platform or its content, whether express or implied. We will not be liable to any User for any loss or damage—whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable—arising from:
In particular, we are not liable for:
We are also not liable for:
Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law (e.g., for fraud or death/personal injury caused by negligence). Where we are liable, our maximum liability per claim is ONE THOUSAND POUNDS (£1,000).
Paranimo does not guarantee any increase in business, practice, reputation, or income from using the Services. Oversight of your business, professional conduct, service provision, and customer relationships remains your sole responsibility. You agree to respond promptly and professionally to any complaints or issues we notify you of, coordinating with your Business Customer where applicable.
Paranimo does not guarantee continuous Platform availability. By using the Platform, you accept that interruptions may occur due to maintenance or events beyond our control. We may add, update, or remove Platform features or content at our discretion without liability. For availability issues, contact your Business Customer; for persistent Platform problems, reach out to Paranimo support (support@paranimo.co.uk).
Users are responsible for assessing prospective Service Providers. If a Service Provider’s profile does not satisfy you regarding their credentials, quality, or suitability, you may choose another provider. Paranimo does not endorse or approve any Service Provider or their methods. Profiles are designed to provide information for your subjective decision-making, and we are not liable for their accuracy or completeness.
Content provided by End Users and Service Providers is their responsibility. Paranimo is not liable for errors or omissions in such content. Service Providers should use their professional judgment to verify End User profile information, as Paranimo does not guarantee its accuracy.
Except as expressly stated in these Terms, and to the maximum extent permitted by law, we exclude all implied conditions, warranties, or representations regarding the Platform, Services, or content.
No advice or information obtained from the Services creates any warranty not expressly stated herein.
Paranimo is not liable for delays or failures in performing obligations under these Terms due to forces beyond our reasonable control, including but not limited to accidents, natural disasters, acts of war or terrorism, riots, labor disputes, governmental actions, internet disturbances, or civil/military unrest.
If you have any complaints against either Paranimo or a User of the Platform, please contact Paranimo support at support@paranimo.co.uk.
Paranimo shall own all rights, titles and interest in and to any suggestions, requests or recommendations for improvements or enhancement to the Services or other feedback that Users may propose or make during the term of these Terms, or which Users and Paranimo may jointly make during the term of these Terms (collectively, “Feedback”). Users hereby irrevocably:
Paranimo is not responsible for resolving disputes between Users unless they arise directly from these Terms (e.g., Platform functionality). For disputes related to services provided by Service Providers, including concerns or complaints, End Users should first address them with the Service Provider to seek resolution.
If the issue remains unresolved, End Users may escalate it to their Business Customer or, if applicable, the Service Provider’s relevant oversight body (e.g., a professional association). Business Customers are responsible for supporting their Users in such matters. Paranimo does not oversee Service Provider conduct or guarantee resolution outside these Terms.
If a dispute falls within these Terms’ scope (e.g., booking or payment issues) and cannot be resolved internally, Paranimo may, at its discretion, attempt to assist using reasonable efforts. We reserve the right to amend these Terms to address recurring disputes, with changes effective as outlined in the introduction.
For User-to-User dispute support, contact your Business Customer; for Platform-specific issues, reach out to Paranimo support (support@paranimo.co.uk).
We aim to resolve disputes with Users amicably, and both parties must use reasonable efforts to avoid court proceedings, mediation, or arbitration. To initiate a dispute with Paranimo, you must provide written notice within fourteen (14) days of the dispute’s origin, detailing its nature and specifics in good faith (“Dispute”). Submit notices to support@paranimo.co.uk. The following procedure applies:
This process does not preclude Paranimo from taking immediate action to protect our business, such as suspending or terminating accounts as outlined in these Terms, or seeking injunctive relief or other remedies to safeguard our intellectual property, brand, or goodwill, if deemed necessary.
For questions or uncertainties about these Terms, email support@paranimo.co.uk. For service-specific inquiries, contact your Business Customer where applicable.
We may transfer or assign our rights and obligations under these Terms to another organization. We will notify you if this occurs, and any transfer will not affect your rights under these Terms.
Unless we assign these Terms, they form an agreement solely between you and Paranimo. No other person or entity has rights under this agreement, per the Contracts (Rights of Third Parties) Act 1999.
You may not transfer or assign your rights or obligations under these Terms to anyone else without our prior written consent.
If a court finds any part of these Terms invalid or unenforceable, that provision will be severed, and the remaining provisions will remain fully effective.
Disputes between you and Paranimo will be governed by the laws of England and Wales, with jurisdiction in English courts.
If you are dissatisfied with the Platform and wish to complain, review our complaints policy and contact
support@paranimo.co.uk. For issues with Service Providers or scheme access, contact your Business Customer.
Any waiver of rights under these Terms is effective only if in writing, specific to the party and circumstances involved.
Failure or delay in exercising any right or remedy does not waive it or restrict its future enforcement.
If you have a dispute with another User, you release Paranimo (including its officers, directors, agents, subsidiaries, joint ventures, and employees) from all claims, demands, and damages (actual and consequential, known or unknown) arising from such disputes, to the fullest extent permitted by law.
For User-to-User dispute support, contact your Business Customer.
These Terms do not create an agency, partnership, joint venture, employee-employer, or franchisor-franchisee relationship between you and Paranimo. You must not represent otherwise.
These Terms, as amended periodically, along with any referenced documents (e.g., Privacy Policy), constitute the entire agreement between you and Paranimo, superseding all prior arrangements or understandings related to the Services.
The following applies to Therapists using the Platform in addition to the General End User Licence Agreement. Therapists have access to the Therapists dashboard to set up their profile.
Usage as a Therapist
As a Therapist using the Platform, you agree:
That for any issue or factor you select in matching which is considered any form of protected characteristic or in any way requires specialist training, you confirm that you are appropriately qualified and experienced to support End Users with these issues or factors.
Membership of a professional organisation is required to register on the Platform. Where a Therapist is newly qualified and has yet to join any professional organisation, we recommend joining a society which is registered with the Professional Standards Authority. These include the National Counselling Society (https://nationalcounsellingsociety.org), The British Association for Counselling and Psychotherapy (https://www.bacp.co.uk), or the UK Council for Psychotherapy (https://www.psychotherapy.org.uk).
Therapists using the Platform are expected to maintain all expected standards of confidentiality. Therapists agree to only break confidentiality in accordance with the professional code of ethics of their accreditation body, their professional discretion, or by law. If breaking of confidentiality is required, and Therapists, in their professional opinion, require Paranimo to assist in any way in breaking confidentiality, they should email daniel.condliffe@paranimo.co.uk and explain the situation with the minimum expression of confidential information required to allow Paranimo to support the situation as needed. Paranimo will endeavour to support the End User and Therapist, in so far as is practicable within the law and professional ethics involved.
Therapists should make their experience clear on their profile pages, however, Paranimo is not responsible or liable for establishing the evidence for these claims.
After completion of registration, you can create a profile page. This profile page is designed to be publicly available and linkable by you. Failure to include any evidence of qualifications, professional association memberships, or other information that may increase an End User’s confidence in your ability, may reduce the likelihood of an End User deciding to use your services. All information you provide to us for display on your profile page including; qualification, professional association membership, experience, biographical information, techniques, and demographic information, may be publicly viewable from your profile page.
Paranimo reserves the right to request evidence that you possess appropriate insurance, and are a member of a professional standard organisation. If Paranimo discovers that any Therapist is or has been using the Platform without insurance or professional standard organisation membership, Paranimo reserves the right to immediately terminate your account without written notice and without liability. Paranimo reserves the right to refuse your registration, or suspend or terminate your account altogether, if you unreasonably delay, or fail to respond to, an information request from us.
You should only share information about yourself on your profile page. Paranimo reserves the right to edit, suspend, or terminate accounts where third party personal information is shared, or if any other of the terms are violated.
You must ensure that the information provided to Paranimo is complete and accurate. Any changes to your circumstances related to your eligibility to practise, including changes to insurance or membership of professional standard organisations, must be updated within 5 working days. If any changes result in you no longer being a member of any professional standard organisation or no longer possessing appropriate insurance then you are not permitted to use the Platform and must join another professional standard organisation and purchase appropriate insurance before doing any business through Paranimo.
If a Therapist wishes to leave the Platform, they are free to do so, however we reserve the right to take legal action for any costs incurred by Paranimo if a Therapist leaves the Platform with outstanding bookings. Therapists should remove their available working hours and attend all booked sessions before leaving the Platform. By agreeing to these terms, you agree that in the event that you decide to temporarily reduce or stop your provision of Therapist services through the Platform, you will cancel bookings and refund all End Users with existing bookings in accordance with the cancellation policy described herein.
Therapists are not able to select their own prices using the sessions funded by a Business Customer payment. The price is decided in advance between the connected organisation and Paranimo, set for each Business Customer. By agreeing to access End Users through Paranimo, all Therapists agree that your normal price will not be applied and instead you will receive the scheme session price.
Paranimo makes no guarantee that End Users will book sessions with any Therapist.
We reserve the right to request a copy of any qualifications to check validity of the qualification (although we are not required to verify any qualifications). This will not be made publicly available. You agree that, should we request proof of qualification, you will send this without undue delay.
Where any Therapist brings on their own counsellors they are required to collect evidence of qualifications, accreditation, insurance, and personal identification of anyone they onboard. Paranimo reserves the right to remove any users onboarding for failing to show evidence of professional competence or if, entirely at the discretion of Paranimo staff, any User is rude to Paranimo staff.
In the event that a Therapist does not possess any qualification/training which they claim to possess, then we reserve the right to terminate their account and report to relevant authorities, including the police, depending on the severity of fraud.
Therapists are encouraged, in so much as they are able with the functionality provided at the time, to make public any relevant information that could be useful to End Users in establishing their relevant experience, expertise, qualifications, professional association memberships, specialisms, areas of focus, or areas of interest to allow each End User to make an informed decision as to which Therapist to engage with.
Any therapist with appropriate training and accreditation with the NCPS Child and Young Person Register can request access to clients under the age of 18 by contacting the NCPS.
If any conflict between any of these Terms and any Therapist’s terms of work emerges, these Terms will overrule any Therapist’s terms of work.
If a Therapist attempts to include a clause which would fall outside the scope stated here, including but not limited to, imposing additional charges on End Users or requiring the End User to attend a certain number of sessions, Paranimo reserves the right to demand those clauses be removed. If any Therapists fail to remove any such clause, following a request from Paranimo, Paranimo reserves the right to terminate the Therapists account without warning.
Any clause which attempts to obligate any End User to agree to multiple sessions or repeat sessions is strictly prohibited. All engagements through the Paranimo system are considered pay-as-you-go. End users exclusively have the right to decide how many sessions they wish to have through the platform.
Paranimo sets a minimum price to be paid to the Therapists of FORTY POUNDS (£40) a session for Business Customer funded sessions.
The NCPS may change the minimum value if they feel it is necessary to provide support to their customers.
All Therapist set session prices are VAT inclusive.
If a Therapist is VAT registered they must account for VAT costs within their set price and notify Paranimo as soon as reasonably possible. Paranimo acts as an agent and Therapists as principles in relation to VAT.
Paranimo uses the payment gateway provider Stripe to process payments. By placing a booking, an End User enters an agreement with a Therapist to take up a time slot within the Therapists’ working hours and be provided with Mental Health support services from that specific Therapist. Paranimo facilitates this booking and delivery of the Therapists service through online video call. To receive payment through Stripe, users must agree to a separate agreement with Stripe which is outside any agreement made with Paranimo.
The price paid is the price set by the Therapist. Therapists are acting as principals in these transactions, and Paranimo as agent. When a booking is made, this price is paid and processed by Stripe. Paranimo receives commission from this payment of twelve point five percent (12.5%). Within this twelve point five percent (12.5%) commission a twenty percent (20%) VAT is extracted. Separate to the commission is a one point four percent (1.4%) Stripe commission fee, and a 20p charge by Stripe.
Payment will be processed through the platform with payment taken immediately following the entering of payment information.
When a User, acting as a Therapist, provides content to Paranimo or upload content to the platform, you grant Paranimo a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, sub-licensable (through multiple tiers) right to exercise the copyright, publicity, and database rights (but no other rights) you have in the content, in any media known now or in the future. (We need these rights to host and display your content).
Therapist profiles may also be used for marketing purposes.
If a Therapist signs up through the National Counselling and Psychotherapy Society and is a member of the Child and Young Person Register they may be included in searches by End Users under the age of 18.
Anyone doing so guarantees they have the appropriate training and skill to work with under 18s and accepts full responsibility and liability for delivering support to under 18s.
This Annex applies to Service Providers using the Matchifi platform, in addition to the General End User Licence Agreement (EULA). It does not apply to Therapists using the Paranimo platform, who are governed by the separate "Therapists End User Licence Agreement."
As a Service Provider using the Matchifi platform, you agree:
For support with End User interactions or scheme settings, contact your Business Customer. For Platform-specific issues, reach out to Paranimo support (support@paranimo.co.uk).
After registration, you may create a profile using the Matchifi dashboard. Profiles are publicly viewable and linkable at your discretion. You must ensure all information (e.g., qualifications, experience, services offered) is accurate and up-to-date. Paranimo may request evidence of credentials or qualifications but does not verify or endorse them. Failure to provide requested information may result in suspension or termination of your account at Paranimo’s discretion.
You must update your profile within five (5) working days of any significant change affecting your ability to provide services (e.g., loss of required credentials). If such changes render you ineligible to offer services per your Business Customer’s requirements, you must cease using the Platform until compliant.
Paranimo reserves the right to edit, suspend, or terminate accounts if profile content violates these Terms (e.g., includes third-party personal data or inaccurate claims). You are responsible for your profile’s content and its impact on End User decisions.
Pricing for your services is set within the Platform, subject to any minimums or limits imposed by Paranimo or the Business Customer. For Business Customer-funded interactions, session prices may be predetermined by the scheme, and you agree to accept these rates over your standard pricing. Paranimo may deduct a commission from your fees, as configured. For payment disputes, coordinate with your Business Customer; for Platform payment issues, contact Paranimo support (support@paranimo.co.uk).
Paranimo uses Stripe for payment processing. By offering services, you enter a separate agreement with Stripe, outside these Terms, and must comply with its terms (https://stripe.com/gb).
By uploading content to the Matchifi platform (e.g., profile details, service descriptions), you grant Paranimo a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, sublicensable right to use it for hosting, displaying, and promoting the Platform. This licence supports operational and marketing purposes (e.g., featuring profiles in promotional materials).
You may cease using Matchifi at any time, but must fulfill outstanding bookings or refund End Users per these Terms before departure. Paranimo reserves the right to pursue costs incurred (e.g., administrative or legal fees) if you exit with unresolved obligations. Notify your Business Customer and Paranimo (support@paranimo.co.uk) of your intent to leave, and adjust your availability to prevent new bookings.
The following applies to Business Customer Administrators using the Platform in addition to the General End User Licence Agreement.
Business Customer Administrators have access to an admin portal which enables them to run schemes and white labelled partner portals. The access to these features is only for administrators of Business Customers.
The Business Customer Administrator has the right to add new members to their scheme through the Administration portal, pursuant to obtaining the appropriate consent of Paranimo.
If at any time the Business Customer Administrator wishes to change or completely remove funding from their scheme, they may do so through the Platform. Any sessions which are already purchased cannot be withdrawn.
The Business Customer is responsible for validating the identity of all Users of this service and agrees that Paranimo are not responsible or liable for any losses incurred by the Business Customer due to providing services to anyone meeting the agreed method. Anyone acting as an End User will be assumed as correctly added and allowed to use the Services through the relevant scheme with the Business Customer Administrator’s knowledge.
Access to schemes is controlled through the partner Portal and usage is at the discretion of the Business Customer Administrator.
If you would like to have information removed and you are unable to do so through the partner Portal functionality, please contact support@paranimo.co.uk or call 0333 090 1772.
By creating and/or using the Paranimo partner Portal, you agree that you have the right and authority to administer a scheme as a representative of a Business Customer.
The Business Customer Administrator shall send a payment link to a representative for any client business who must add card details before a scheme can be used.
The payment links for partner Portal schemes using Business Customer funded sessions are sent via email to Stripe checkout. The card information saved will be used for metered usage payments every calendar month. It is the responsibility of the Business Customer Administrator to talk Users through the set up process and enter the email of the appropriate contact to enter payment information.
The Business Customer accepts that if it fails to detect illegitimate usage of their scheme, Paranimo is under no obligation to refund any sessions but may decide, at Paranimo’s sole discretion, to process a refund if the session has not taken place and the payment has not completed processing.
Links shared for joining schemes must be only shared with intended scheme members. Only Business Customer Administrators have access to sign up links and Paranimo is not responsible for ensuring the legitimacy of new Users once the sign up link is being shared. The list of scheme members is visible within the relevant scheme page. Contact support if any new Users seem suspicious and we may help to remedy the situation but any action is entirely at Paranimo discretion.
Onboarding of counsellors or wellbeing professionals.
Any organisation who is onboarding wellbeing professionals onto the Portal must do so through the relevant partner Portal.
The tools within the partner Portal allow uploading of qualifications, insurance documentations, accreditation evidence and IDs. Other document uploads can be added but will require customisation of the Platform and should be negotiated with Paranimo.
Any wellbeing professional onboarded to the Platform through a Business Customer’s partner Portal will be associated with that Business Customer and the Business Customer guarantees the accuracy of the information provided.
Paranimo reserves the right to keep and audit any information regarding wellbeing professionals brought onto the Platform.
If false information is provided to Paranimo the Business Customer who onboarded the wellbeing professional accepts full responsibility.
Paranimo reserves the right to remove any wellbeing professional at any time.
Paranimo reserves the right to remove any Business Customer that has failed in their due diligence in adding new wellbeing professionals to the Portal.
Any wellbeing professionals added to the Portal can be searched and booked with by any End Users of Paranimo, to as much or little extent as the wellbeing professional wishes.
Any extra matching filters will require bespoke customisation on the enterprise tier within the relevant partner Portal.
Any addition of new wellbeing providers is only available on the enterprise tier within the relevant partner Portal.
Any further filters a partner wishes to apply to their wellbeing professionals will require customisation and negotiation with Paranimo.
Applying the filter will be entirely the responsibility of the partner should any filter be added.
Paranimo is an online system allowing businesses and organisations to provide counselling through a white labelled version of the Paranimo system.
Paranimo system includes functionality which allows companies and organisations to purchase mental health support for their members, employees, or anyone else they wish to support, to white label the platform, and resell subscriptions to the Platform.
These Business Customers manage a set of usage conditions which are applied to their members. Members can then use services provided by Paranimo through either the system functionality or through the Business Customer’s funding usage, or both.
Any Business Customer using a white labelled version of the Platform will have access to branding control options of the relevant partner Portal. These settings will allow the Business Customer to set cosmetic changes to the Platform styling.
Any custom changes to the Platform will require a separate agreement and additional cost to implement those changes.
Business Customers may use their access to the administration section of the Platform to manage the membership of their scheme users.
The access to Platform will be on a rolling contract unless cancelled by either the Business Customer or Paranimo with thirty (30) days’ notice.
Paranimo shall maintain the Platform and Business Customer support in accordance with the Platform Terms. The Business Customer accepts that Paranimo has the right to police usage of the Platform in accordance with these Terms.
Any Business Customer will be restricted to access to features based on Paranimo’s current pricing tiers and features split. Paranimo reserves the right to alter these tiers at any time.
The price will be agreed when joining the Platform, based on Paranimo’s pricing structure at the time, and Business Customers will be required to enter card information in Stripe to create a subscription to cover payments.
If the Business Customer fails to make any payment due to Paranimo by the due date for payment, then, without limiting Paranimo’s other remedies under this agreement:
Paranimo may suspend all Services until payment has been made in full.
All sums due under these Terms from the Business Customer to Paranimo shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax that might from time to time be required by law).
Where any revenue share has been agreed, Paranimo will pay out any monies owed in arrears at the start of each calendar month.
Revenue shares will only be paid once the payment has been received by Paranimo.
All revenue shares on End User sessions will be inclusive of VAT charged for the commission for the session and minus any Stripe fees.
Revenue shares of session commission are considered entirely separate from subscriptions that Business Customers may charge their customers for access.
All sessions purchases are made with the understanding that Paranimo is acting as Agent and Therapist “principles” in relation to VAT.
Paranimo and Business Customer will arrange an onboarding meeting to create a scheme, subscription, and the Customer administration accounts.
Business Customers agree to a rolling monthly contract. Longer term contracts can be agreed by separate written agreement.
An administrator or manager for a Business Customer can control the branding, schemes, allocation and distribution of sessions within the partner Portal.
The adding of new members to a scheme is at the discretion of the scheme Administrator and can be done through the Admin Panel.
Administrators are responsible for distributing any sign up links to their members. Paranimo accepts no responsibility for which End Users are added to schemes by administrators.
Paranimo will allow any member of a scheme to access mental health support through the Portal for as long as the Business Customer has an active, funded scheme with users granted access to the scheme.
Either party may terminate the agreement constituted by these Terms and with immediate effect by giving notice to the other party if the other party:
any order is made or resolution is passed or a petition is presented or application is made or notice filed or other steps are taken in any jurisdiction for:
Paranimo may terminate the agreement constituted by these Terms if any Business Customer is rude or abusive to Paranimo staff or if a Business Customer fails to cooperate with Paranimo in such a way as to significantly disrupt provision of the Services. Other than as set out in these Terms, neither party shall have any further obligation to the other under these Terms after its termination.
On termination of the agreement constituted by these Terms for any reason, the Business Customer shall immediately pay any outstanding unpaid invoices and interest due to Paranimo. Paranimo shall submit invoices for any Services that it has supplied, but for which no invoice has been submitted, and the Business Customer shall pay these invoices immediately on receipt.
Termination or expiry of this Agreement shall not affect any rights or obligations of the parties that have accrued up to the date of termination or expiry.
If a Customer subscribes to access to the Platform and wishes to end the agreement constituted by these Terms, that Business Customer can provide written notice 30 days in advance to terminate.
All client businesses, service integrators, and affiliates who use the Portal through any terminating Business Customer will be retained by Paranimo and may keep their access to the Portal though some schemes may need to be edited to reflect the departing business no longer paying.
All Business Customers will be covered by the service level agreement in the next session. This is a Service Level Agreement (SLA) between subscription paying Business Customers and Paranimo.
The following Services are covered by this section of these Terms:
Business Customer responsibilities and/or requirements in support of this SLA include:
Payment for any subscription or bookings costs at the agreed intervals and rates.
Reasonable availability and information provided by the Business Customer when resolving a service related incident or request.
Priority of response shall be dependent upon the severity of the effect to core functionality and defined as follows:
Paranimo responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service.
Maintaining accessibility of the Platform.
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday.
Out of office hours will be forwarded to a mobile phone and may be answered / actioned outside of business hours. This is entirely at the discretion of Paranimo staff.
Paranimo will use reasonable endeavours to respond to messages within 3 business hours.
Paranimo’s Service Level objective is to aim for 99.9% availability of the platform, however, this is a goal and Paranimo does not guarantee this availability.
Business Customers accept that services provided by third parties and incorporated into the software powering the Platform may experience technical difficulties outside of the control of the Paranimo.
Where Paranimo fails to comply with any service level, as detailed in this Agreement, the Customer's sole and exclusive remedy shall be Paranimo treating the issue as a P1 issue under the Service Level Agreement, following the Customers notifying Paranimo of its failure to comply.
If any User adds a scheme or partner who, in Paranimo's sole discretion, uses a larger than average number of sessions or puts the Platform at a level of technical demand disproportionate to other Users, Paranimo reserves the right to alter pricing, and or payment tier, to account for increased workload.
Paranimo bears no responsibility for the services provided by, or conducted by, third party Therapist users on the Platform. Any unprofessional behaviour or wrongdoing should be reported to Paranimo who will investigate in accordance with the complaints procedure and with our partners and The National Counselling and Psychotherapy Society, an accreditation body for counsellors.
Personal information: Before using any administration portal to add any new Users to a scheme, you agree that you have obtained appropriate consent from the personal information owner and are acting in accordance with all rights granted under any applicable laws, regulatory requirements and contractual obligations.
If a member of a scheme books a session and then is entitled to a refund due to the providers not attending please contact Paranimo by emailing support@paranimo.co.uk.
If a member of your scheme cannot connect to a call for technical or internet connection reasons, they should contact support immediately at support@paranimo.co.uk. We will work to find a fix or an alternative communication form for the session.
If an agreement between a Business Customer and Paranimo ends, or is cancelled, or the Business Customer Administrator removes all access to funding from the scheme, the members of that scheme will no longer be able to use that Scheme.
The members will still be able to use the Portal transactions to receive mental health support, pursuant to these Terms, and will be able to attend sessions already purchased. If any Business Customer cancels or suspends their usage or funding while any fees are outstanding, Paranimo will charge for any remaining sessions purchased before the cancellation or withdrawal of funds took effect.
If a member of a scheme is displeased with the services delivered by the providers , they may make future bookings with a different provider but the booking cannot be replaced.
If the agreement between a Business Customer and Paranimo ends or is cancelled, the members of the scheme will no longer have access to the Business Customer's scheme funding. No further session purchases will be available by the members. The End User will still be able to use the Portal transactions to receive mental health support, pursuant to the existing Terms and Policies.
Paranimo grants the Business Customer, or shall procure the direct grant to the Business Customer of, a non-exclusive, royalty-free licence to use Paranimo’s intellectual property for the purpose of receiving and using the Services and the deliverables in the Business Customer's business during any term governed by these Terms.
The Business Customer grants Paranimo, or shall procure the direct grant to Paranimo of, a non-exclusive, royalty-free licence to use the Business Customer’s materials required for the purpose of providing the Services and the deliverables during the term of the agreement constituted by these Terms.
On the expiry or earlier termination of this agreement the licences referred to in this clause 15 will immediately cease and each party shall return to the owning party any and all physical embodiments (including copies) of those intellectual property that are in its possession or control.
The Business Customer grants Paranimo a royalty free licence to use the Business Customers logo and name for use in promotional material, including but not limited to a description of the outcome of this agreement as a case study and marketing material.
Where any logo is uploaded as part of branding the platform, the Business Customer and any of its nominated licensors, shall retain ownership of intellectual property and do not transfer any interest whatsoever in those intellectual property.
Paranimo appoints any Business Customers using the Professional Tier subscription or Enterprise Tier (for the purposes of this Annex a “Reseller”) a non‑exclusive Licence for the resale of the Platform and its Services.
Paranimo is the owner or the licensee of all intellectual property rights in the Platform, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
If you wish to reproduce or use information from the Platform beyond the Terms of this licence, please contact us to request express consent. You can do this by addressing your request to support@paranimo.co.uk.
The Reseller shall not:
Paranimo shall not be obliged to continue the upkeep of all or any of the Platform or its functions, and shall be entitled to alter the specification of the Platform as it may think fit.
The Reseller shall provide Paranimo with any information necessary to enable it to fulfil orders and to comply with all labelling, marketing and other applicable legal requirements.
The Reseller shall obtain any necessary import licences, certificates of origin or other requisite documents, and pay all customs duties and taxes for use and resale of the Services.
These conditions from time to time shall apply to all sales of Platform access under these Terms.
The Reseller will pay the fee set out and agreed during the sales process, comprising
any subscription and usage costs.
All prices are subject to change at Paranimo’s sole discretion with one month notice of change or at the point of renewing a separate fixed term engagement.
All prices are exclusive of VAT.
The Reseller is solely responsible for payment of all taxes, charges, levies, assessments and other fees of any kind imposed by governmental or other authority in respect of the purchase, sale, importation, lease or other distribution of the Services.
Reseller will use its best endeavours to:
The Reseller must not:
use the Platform to carry out, promote or support:
The Reseller shall indemnify, defend, and hold harmless Paranimo and its affiliates, officers, agents, and employees from and against any claims, damages, liabilities, losses, settlements, costs, and expenses (including, but not limited to, reasonable attorneys' fees and costs) arising out of or related to:
Paranimo shall indemnify, defend, and hold harmless the Reseller and its affiliates, officers, agents, and employees from and against any claims, damages, liabilities, losses, settlements, costs, and expenses (including, but not limited to, reasonable attorneys' fees and costs) arising out of or related to:
In the event of a potential indemnity obligation under this section, the indemnified party shall:
The indemnification obligations under this section shall not apply to the extent that any claim is attributable to the negligence, willful misconduct, or breach of this agreement by the indemnified party.
The agreement lasts from the date of the start of the subscription starting until the agreement is terminated by either party in accordance with these Terms.
Any businesses introduced to the Platform by any Reseller can continue to access the Platform if the Reseller ends their agreement with Paranimo.
If any other agreement defines a specific length of contract, that agreement's duration shall apply and termination and end of the agreement take precedence over these terms.
The Reseller shall ensure that anyone involved with it in performing services or providing goods in relation to this agreement is subject to a written agreement which imposes on them substantially the same terms as those imposed on the Reseller in this Clause 7. The Reseller shall be responsible for the compliance by such persons with such terms, and shall be directly liable to Paranimo for any breach by such persons of any of them.
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