Last updated: 6th November 2025
These Terms of Service (“Terms”) form a legal agreement between Paranimo Limited, a company registered in England and Wales under company number 11992617, with its registered office at 28 Salisbury Road, Farnborough, England GU14 7A (“we”, “us”, or “our”) and any person or organisation that uses our platforms (“you” or “your”), whether as a Client, Business Customer, Service Provider, or someone authorised to use a Platform by a Business Customer.
By creating an account, accessing, or using our Platforms, you agree to these Terms.
These Terms are divided into five parts:
· Part A: General Terms - applies to all users
· Part B: Paranimo Client Terms - for users seeking therapy from a therapist service provider
· Part C: Matchifi Client Terms - for users seeking services from a service provider
· Part D: Business Customer Terms - for individuals or organisations buying access to a Paranimo Limited platform
· Part E: Service Provider Terms - for individuals or organisations onboarded to deliver services through a Paranimo Limited platform
PART A – GENERAL TERMS
1. About these Terms
1.1 These Terms apply to all Users of our Platforms, including Clients, Business Customers, Service Providers and their authorised representatives. They govern access to and use of Paranimo and Matchifi.
1.2 Please read these Terms carefully. By creating an account, booking a session, or otherwise using the Platform, you agree to be bound by them.
2. Definitions
2.1 In these Terms, the following terms have the following meanings:
Administrator: a person authorised by a Business Customer to manage a Scheme.
Business Customer: an organisation that buys access to a Paranimo Limited Platform for its staff, students or customers, so that they may receive services from a Service Provider through the Platform.
Business Days: a day other than a Saturday, Sunday, or public holiday in England.
Client: any individual or organisation that purchases, books, or otherwise receives services from a Service Provider through a Paranimo or Matchifi Platform.
Confidential Information: any information of a confidential nature disclosed by one party to the other, whether in oral, written or electronic form, including business, technical and financial information, but excludes information that is (a) in the public domain other than through breach of this clause, (b) already in the receiving party’s lawful possession, (c) lawfully obtained from a third party, or (d) independently developed without access to the disclosing party’s information.
User/End user: any person or organisation that accesses or uses any of our Platforms in any capacity, including (without limitation) Clients, Business Customers, Service Providers, Administrators, and any individual authorised to act on behalf of a Business Customer.
Matchifi: our white label marketplace as a service platform, which connects Clients with a wider range of independent Service Providers (such as, but not limited to, coaches, mentors, or other professionals).
Paranimo: our mental‑health platform that matches qualified therapists with therapy clients.
Platform: the software, websites and mobile applications we provide, including Paranimo and Matchifi.
Reseller: a Business Customer who promotes or resells access to the Platform.
Scheme: a set of rules (for example price limits or usage allowances) created by a Business Customer inside the Platform.
Service Provider: A therapist using Paranimo, or an independent service provider that provides services through Matchifi (such as, but not limited to, coaches, mentors, or other professionals).
Terms: means these set of terms and conditions.
2.2 A word in the singular includes the plural and vice versa; headings are for convenience only and do not affect interpretation.
3. Our services
3.1 We operate two Platforms (as defined above):
(a) Paranimo; and
(b) Matchifi.
3.2 You may use one or both of these Platforms, provided you meet any relevant eligibility criteria and accept the applicable terms.
3.3 We are a technology provider only. We do not:
(a) employ, supervise, vet (beyond checks expressly stated in these Terms) or monitor Service Providers;
(b) guarantee a specific therapeutic or commercial outcome;
(c) provide, or hold ourselves out as providing, medical advice, diagnosis or treatment.
3.4 No professional–client relationship is created between you and us. All services are delivered by independent Service Providers under a direct arrangement between you and the Provider.
3.5 While we aim to maintain high platform standards, we do not warrant that the Platforms or any content on them will be accurate, complete, reliable, current, error‑free, secure, or uninterrupted.
3.6 Service Providers operate independently and are not employees or representatives of the Platforms. We act as their disclosed agent in facilitating bookings and payments through the Platform. Full terms governing our relationship with Service Providers, including invoicing and compliance obligations, are set out in Part E: Service Provider Terms.
4. Emergency and safety
4.1 The Platforms are not designed for emergencies or crisis intervention, nor is our team trained in crisis prevention.
4.2 If you feel unsafe or believe someone is at risk you must:
(a) call 999; or
(b) go to your nearest Accident & Emergency department; or
(c) call NHS 111.
4.3 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/).
4.4 The Platforms are not monitored 24 hours a day and should never be relied on as your sole source of support.
4.5 You must report any suspected abuse or neglect through the appropriate channels, comply with all legal obligations relating to mandatory reporting, maintain appropriate professional boundaries at all times, and remain alert to potential safeguarding concerns and respond appropriately.
4.6 Any information or advice received through the Platforms is not a substitute for assessment by a qualified medical professional.
5. Eligibility and account security
5.1 You must:
(a) be at least 18 years old unless an approved Scheme expressly permits users under 18 and provides suitably qualified Service Providers;
(b) have the legal capacity to enter a contract in your jurisdiction; and
(c) provide accurate, current and complete registration information.
5.2 We may ask you at any time to verify your identity or eligibility and may suspend access until verification is complete.
5.3 You are solely responsible for all activities conducted through your account, whether authorised by you or not, until you have notified us of a security breach and we have had a reasonable opportunity to secure the account.
6. Acceptable use
6.1 You must use the Platforms lawfully and respectfully at all times. In particular, you must:
(a) comply with all applicable laws and regulations;
(b) respect the intellectual property, privacy, and publicity rights of others;
(c) provide accurate information and keep your user profile up to date; and
(d) interact respectfully with other users and our staff.
6.2 You must not:
(a) upload, transmit or introduce any viruses, malware, ransomware or other harmful code to the Platforms;
(b) probe, scan, test, bypass or interfere with any system or network security related to the Platforms;
(c) share your login credentials with others or use someone else’s account without permission;
(d) Unless required for an Administrator role or Business Customer operations, users must not create multiple accounts
(e) impersonate another person, misrepresent your identity, or provide false or misleading information;
(f) collect data from the Platforms (including by scraping, harvesting, or using automated tools) without our written permission;
(g) send spam, unauthorised promotions, or other unsolicited communications via the Platforms; or
(h) harass, threaten, defame, abuse, discriminate against or intimidate any other user or member of staff.
6.3 We may investigate suspected misuse, suspend or restrict access, remove offending content, and report unlawful conduct to authorities. We also reserve the right to take legal action to recover any losses or damages.
7. Platform access security and support
7.1 Access to the Platforms is provided on a temporary basis and at our discretion. We may suspend, withdraw, or modify all or part of the Platforms at any time without notice. We are not liable for any unavailability unless otherwise agreed in writing.
7.2 To use the Platforms effectively, you must have a stable internet connection and use a modern web browser with cookies and JavaScript enabled. We are not responsible for issues caused by unsupported or outdated configurations.
7.3 You are responsible for keeping your login credentials secure and must not share access with anyone else. You must promptly notify us of any suspected security breaches. We recommend using up-to-date antivirus software and securing your internet connection, especially when accessing the Platform in public or shared environments.
7.4 We may monitor usage for security and compliance. If we detect unauthorised use, we may suspend or terminate access and take appropriate legal or technical steps.
7.5 Support is available Monday to Friday, 9:00am–5:00pm UK time. We aim to respond within 1 Business Day, but do not guarantee specific response times. Out-of-hours support is discretionary.
7.6 Email support can be reached on support@paranimo.co.uk. Telephone support can be reached on 0333 049 9994. This is a VOIP service run by bOnline Limited. A link to their terms are here https://www.bonline.com/terms-privacy/
7.7 We aim for 99.9% availability, excluding planned or emergency maintenance. We will try to give notice of planned downtime. We are not responsible for outages caused by third-party services, internet failures, or your own devices.
7.8 If your usage of the Platform is excessive or disrupts other users, we may ask you to adjust usage, upgrade your plan, or agree alternative terms.
8. Platform communications
8.1 By using the Platforms, you agree that we may contact you via your registered email address or phone number for the following purposes:
(a) service updates, maintenance notifications, and technical issues;
(b) account security matters and verification requirements;
(c) terms and policy changes requiring your attention;
(d) payment and billing matters;
(e) platform improvements and feature updates;
(f) support and assistance related to your account usage; and
(g) compliance and regulatory matters.
8.2 You may opt out of non-essential communications by contacting support@paranimo.co.uk, but essential service and security communications will continue.
9. Intellectual property
9.1 All intellectual property rights in and to the Platforms (including all software, source code, databases, algorithms, user-interface design, text, graphics, documentation, training materials, analytics, trade marks and branding) are owned by us or our licensors. These rights are protected by copyright, trade mark and other applicable laws worldwide.
9.2 We grant you a non-exclusive, non-transferable, revocable licence to access and use the Platforms solely for their intended purposes and in accordance with these Terms. No rights are granted to you other than those expressly stated in this clause.
9.3 You must not:
(a) copy, reproduce, modify, adapt, translate or create derivative works from the Platforms;
(b) disassemble, de-compile, reverse-engineer or attempt to discover the source code, architecture or underlying algorithms;
(c) remove, alter or obscure any copyright, trade mark or other proprietary notices;
(d) use any automated methods (including bots, scrapers or scripts) to access, extract or interact with the Platforms; or
(e) use our trade marks, logos or branding without our prior written consent.
9.4 You retain ownership of any content you upload or post to the Platforms. However, by doing so, you grant us a non-exclusive, royalty-free, worldwide and perpetual licence to use, host, store, reproduce, display, adapt, and share that content for the purpose of operating, improving and promoting the Platforms (including in marketing materials and case studies). You confirm that you have all necessary rights to upload and licence such content.
9.5 We may feature user profiles, testimonials, and Business Customer logos in marketing or promotional materials (including our website and proposals). You grant us a royalty-free licence to use your name, logo and public-facing profile for these purposes, unless you notify us otherwise in writing.
9.6 If you submit any feedback, suggestions, or ideas for improving the Platforms, you agree that all such input is provided on a non-confidential basis and becomes our exclusive property. You assign to us all rights in such feedback and waive any moral rights you may have. We may use your suggestions without compensation or attribution.
9.7 The Platforms may contain links to or content from third-party websites or services. These are provided for information only, and we do not control, endorse, or accept responsibility for any third-party content. You use third-party resources at your own risk.
10. Liability
10.1 We provide the Platforms on an “as is” and “as available” basis. We do not guarantee continuous availability or error-free operation of the Platforms, and we do not warrant that the Platforms will meet your specific requirements or be free from bugs, viruses, or security vulnerabilities.
10.2 We will not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, interruption to business, for any loss of business opportunity, or for any indirect or consequential loss arising out of or in connection with any contract between you and us, including but not limited to your use of the Platforms.
10.3 We will not be liable to you any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
(a) use of, or inability to use, the Platforms, or reliance on any content displayed on the Platforms;
(b) technical issues, including compatibility with your device or internet connection, or failures arising from your internet or device;
(c) loss of profits, sales, business, revenue, anticipated savings, business opportunity, goodwill, or reputation;
(d) business interruption, missed opportunities, or indirect, consequential, or special losses;
(e) the quality, suitability, outcomes, or effectiveness of services provided by Service Providers, including therapeutic or commercial results;
(f) the professional competence, qualifications, actions, omissions, or misconduct of any Service Provider, or the accuracy or completeness of their profile;
(g) any failure by you to provide relevant information to a Service Provider, to follow reasonable instructions, or to engage safely with services.
(h) any indirect or consequential loss or damage.
10.4 Our total liability to you for all other losses arising out of or in connection with the contract between you and us under these Terms and in connection with the Platforms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to directly foreseeable loss if you are a consumer, and £1,000 if you are a Business Customer.
10.5 Nothing in these Terms seeks to limit or exclude our liability for:
(a) death or personal injury caused by our negligence (including that of our employees, agents or subcontractors);
(b) fraud or fraudulent misrepresentation; or
(c) any other matter in respect of which liability cannot be excluded or restricted by law.
10.6 Except as expressly stated in these Terms, we exclude all conditions, warranties, representations or other terms which may otherwise be implied by law, custom or practice, including but not limited to those relating to satisfactory quality, fitness for a particular purpose, or the use of reasonable care and skill.
10.7 You acknowledge and accept that:
(a) you are responsible for assessing the suitability of any Service Provider;
(b) interruptions may occur due to maintenance or technical issues;
(c) you are responsible for securing and backing up your own data; and
(d) we may modify, add, or remove features from the Platform at our discretion.
11. Termination
11.1 If you are a Client, you may close your account at any time by emailing support@paranimo.co.uk. Account deletion is permanent and will be completed within 60 days, except where we are legally required to retain data. If you have any upcoming bookings, you must either attend them or cancel in line with the cancellation policy.
11.2 If you are a Business Customer, please refer to Part D.
11.3 If you are a Service Provider, please refer to Part E.
11.4 We may suspend or terminate your account immediately if:
(a) you seriously or repeatedly breach these Terms and do not remedy the breach within 30 days of us notifying you (we may choose to terminate sooner at our discretion);
(b) you fail to pay any fees within seven days of the due date;
(c) you become insolvent, enter administration or liquidation, or propose an arrangement with creditors;
(d) a receiver or similar is appointed over your assets or business;
(e) there is a change of control (for Business Customers);
(f) you act abusively, aggressively, or dishonestly towards our staff, partners, or other users (at our sole discretion);
(g) you engage in fraud, provide false documents, or misuse the Platform;
(h) you cause or attempt to cause serious system disruption or breach of security; or
(i) you fail to cooperate in a way that significantly affects our ability to provide the Platform.
11.5 Upon termination of your account:
(a) your access will be suspended or permanently deleted, and you will not be able to use the platform or make bookings;
(b) any licences granted to you by us will end immediately;
(c) we will cancel any future bookings and, if appropriate, process refunds;
(d) all outstanding payments will be due immediately. we may recover legal costs if enforcement action is needed;
(e) we will delete your account data under our retention policy, but may keep some information for legal, tax, or regulatory purposes;
13.2 In accessing the Platforms and providing the services under them, certain personal data may be shared between Clients, Service Providers, and Business Customers for the purpose of delivering the services, managing consent, customer support, and invoicing. We only enable access to such data as is reasonably necessary for those purposes.
(f) if you are part of a Business Customer Scheme, your individual user access may continue unless separately terminated.
12. Confidentiality
12.1 Each party agrees to:
(a) keep the other’s Confidential Information secret;
(b) use it only for the purposes of performing these Terms; and
(c) disclose it only to those of its employees, officers, advisers or subcontractors who need to know it and who are bound by equivalent obligations of confidentiality.
12.2 A party may disclose Confidential Information if required by law, court order or a regulatory authority, provided it gives the other party advance notice (where lawful) and cooperates in seeking confidential treatment.
13. Data protection
13.1 We shall process your personal data in accordance with our obligations under the Data Protection Act 2018 and the EU law retained version of the General Data Protection Regulation ((EU) (2016/679)).
13.2 Categories of data we process: (Note: payment information such as bank/card details are processed by Stripe)
(a) Clients : Email, optional display name, booking records, payment status, communications
(b) Service Providers: Name, email, profile information (photos, videos, biography), professional documentation (as required by Paranimo and or/Business Customer), booking and payment status
(c) Business Customers: Organisation details, billing information, scheme configuration, usage analytics (aggregated)
(d)Administrators: Business Customer employees/representatives with admin portal access. We process business email, name and admin permissions. If Administrators also use the Platform as Clients or Service Providers, standard privacy protections apply to their use.
13.3 We Do not Process:
a) Your reasons for seeking services
b) Session content (session through the platform are not recorded)
c) Clinical notes or treatment information
d) Individual health data beyond the fact you use our platform
13.4 For more information on how we process and store personal data, please see our privacy policy.
13.5 You must not share another user’s personal data obtained through the Platform except as lawfully permitted or required.
14. Complaints and disputes
14.1 How to make a complaint: If you have any issues or concerns in connection with the Services, you may contact us as follows:
(a) For technical issues relating to the Platforms (including booking or payment problems), please contact our support team at support@paranimo.co.uk;
(b) For billing issues, please contact support@paranimo.co.uk;
(c) If your complaint relates to the conduct or service of an individual Service Provider, you should raise your concern directly with the Service Provider in the first instance. If the issue is not resolved, you may:
i. contact the Business Customer responsible for managing the relevant scheme (if applicable); or
ii. escalate the matter to the Service Provider’s professional regulatory or oversight body, where applicable.
14.2 Disputes between users:
(a) We are not a party to the contractual relationship between Clients and Service Providers, and we do not provide dispute resolution services in relation to their conduct or the outcomes of their services.
(b) You should attempt to resolve service-related issues directly with the other party involved (e.g. Service Provider or Client). If the issue remains unresolved and relates to a Business Customer scheme, you may escalate the matter to that Business Customer.
(c) We may, at our discretion, assist with resolving booking or payment-related issues that arise through the Platforms, provided you have first taken reasonable steps to resolve the matter with the other party.
(d) Any assistance we provide will be based on the information available to us, and we will not be responsible for resolving or determining professional or therapeutic disputes.
14.3 Disputes with us: Before initiating legal proceedings in connection with any dispute you may have with us, you agree to follow the pre-action process set out below:
(a) You must notify us of the dispute in writing, clearly setting out the nature and basis of your concern, by emailing support@paranimo.co.uk within 14 days of becoming aware of the issue;
(b) You must engage in good faith discussions with our customer support team to attempt to resolve the matter;
(c) If the matter remains unresolved after 30 days, you may request that it be escalated to a senior manager within our organisation;
(d) You may not commence legal proceedings unless at least 60 days have passed since your original written notice and the dispute remains unresolved, unless we have otherwise agreed in writing.
14.4 Urgent relief: Nothing in this clause prevents us from taking immediate steps to protect our intellectual property rights, suspend access to the Platforms, or take emergency action to protect our business or other users.
15. Force majeure
15.1 Where an event outside our control occurs, this is a force majeure event and includes, but isn’t limited to, storm, fire, earthquake, an act of God, a natural disaster, a failure of electricity or power supplies, epidemic, pandemic, government rules, regulations or guidance, or a failure of a third-party supplier to do as they’re contracted to do.
15.2 Where a force majeure event occurs, we are excused from performance under these Terms, and we won’t be liable to you for our failure to perform. We’ll use our reasonable efforts to continue our obligations under these Terms as soon as we’re able to after the force majeure event has stopped.
15.3 However, where a force majeure event continues for a continuous period of 30 days, either party may terminate their contract formed by these Terms on giving the other 5 Business Days’ written notice.
16. Consumer rights
16.1 Nothing in these Terms is intended to exclude or restrict your statutory rights under consumer protection legislation, including the Consumer Rights Act 2015.
16.2 If you purchase services as a consumer, you may have a right to cancel in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
16.3 Any digital content made available to you must comply with applicable legal standards, but we do not guarantee any particular outcome.
17. General
17.1 No waiver: If we delay in enforcing these Terms, we can still enforce it later.
17.2 Assignment: These Terms are personal to you and so you cannot assign, transfer, or sub-license any rights or obligations under them to anyone else. We have the right to assign, transfer, or delegate any of our rights and obligations under these Terms without your consent. If we do this, we will notify you by email or by posting a notice on our website.
17.3 Third party rights: No third parties are provided with any rights under these Terms, and the Contracts (Rights of Third Parties) Act 1999 does not apply.
17.4 Severance: If any part of these Terms is or becomes invalid, illegal or unenforceable, it is deemed to be deleted, and the rest of these Terms shall remain in full force and effect.
17.5 Notices: Either party may give notice to the other party by sending an email to the last email address notified to the other party. Time of delivery is deemed to be the time of transmission. This shall not apply to the delivery of legal proceedings.
17.6 Entire agreement: These Terms and any documents referred to within these Terms represent the entire agreement between you and us with respect to the Platforms or anything else in these Terms. They supersede all other communications and proposals (whether oral, written, or electronic) between you and us with respect.
17.7 Governing law and jurisdiction: This Agreement is governed by the laws of England and Wales, and disputes shall be subject to the exclusive jurisdiction of the English courts.
PART B: PARANIMO CLIENT TERMS
18. Scope
This Part B applies only when you use Paranimo to find a therapist service provider.
19. About Paranimo
19.1 Paranimo is an online platform that connects you with independent therapists (service providers) who provide therapeutic services.
19.2 You acknowledge that we provide software functionality only and do not offer, supervise, or monitor therapeutic services. Service Providers are independent professionals, and we do not guarantee therapeutic outcomes or qualifications, although we may conduct limited verification. You are responsible for assessing a Service Provider’s suitability for your needs.
19.3 Therapeutic relationships, session content, and results are solely between you and your chosen Service Provider. You should seek immediate support from qualified medical professionals if you are in crisis or experiencing mental health deterioration.
20. Session bookings and cancellation
20.1 Each Service Provider determines their own standard session length (minimum 30 minutes, maximum 120 minutes) and their cancellation-notice period (between 6 and 48 hours) unless a Business Customer specifies different rules within an approved Scheme.
20.2 You may cancel or reschedule a session through the Platform, subject to the Service Provider’s policy, or, where applicable, a platform-wide policy set by a Business Customer.
20.3 If the Service Provider cancels or fails to attend, you will receive a full refund and may leave a public review where applicable.
20.4 If you cancel within the notice period, the fee is non‑refundable unless the Service Provider agrees otherwise.
20.5 You should reschedule rather than cancel where possible, and respect the Service Provider’s or Business Customer’s cancellation policy.
21. Payments
21.1 Fees are clearly displayed before you confirm a booking and include VAT where applicable, unless the session is funded by a Scheme, in which case you will only see the number of funded sessions remaining.
21.2 For self-funded schemes or scheme funded schemes, prices are set by the relevant Business Customer. These prices will not change for already-booked or Scheme-funded sessions.
21.3 For private sessions, Service Providers set their own prices.
21.4 Payment is taken when you confirm the booking unless the session is funded by a Scheme.
21.5 All payments are processed securely through Stripe. We do not store full card details. It is your responsibility to read Stripe’s terms and conditions and privacy notices available on its website as you will be expected to comply with these.
21.6 You are responsible for ensuring that your payment information is accurate and up to date.
22. Your responsibilities and rights
22.1 You must:
(a) provide accurate information to your Service Provider;
(b) attend sessions in a private, distraction‑free environment;
(c) have a stable Internet connection and suitable device;
(d) treat your Service Provider with respect and courtesy;
(e) attend sessions on time;
(f) seek immediate medical help if your condition deteriorates or you feel unsafe;
(g) assess your own readiness to engage with therapy;
(h) give honest, appropriate feedback to your Service Provider; and
(i) update your profile information as needed; pseudonyms are acceptable if appropriate.
22.2 You may end the therapeutic relationship at any time, but cancellation fees may apply to booked sessions.
22.3 You have the right to:
(a) switch Service Providers at any time, subject to any booking rules or cancellation policies;
(b) discontinue use of the Paranimo at any time, subject to any cancellation charges;
(c) choose what information to include in your profile and update it at any time;
(d) have your session and profile information shared only with the Service Provider you book, and only with your consent; and
(e) contact the appropriate professional or regulatory body if you have concerns about a Service Provider’s conduct.
PART C: MATCHIFI CLIENT TERMS
23. Scope
This Part C applies only when you use the Matchifi Platform to seek services from a service provider.
24. About Matchifi
24.1 Matchifi is a platform that connects you with independent Service Providers (for example coaches, mentors, consultants, or other professionals) who offer a range of personal or professional services.
24.2 You acknowledge that we provide software functionality only and do not deliver, supervise, or monitor the services offered by Service Providers. Service Providers are independent professionals, and we do not guarantee outcomes or qualifications, although we may conduct limited verification. You are responsible for assessing whether a Service Provider is suitable for your needs.
24.3 Service relationships and outcomes are solely between you and your chosen Service Provider. We do not define the scope of the services, nor do we provide advice, oversight or liability in relation to service quality.
25. Session bookings and cancellation
25.1 Each Service Provider sets their standard session length, cancellation-notice period and rescheduling policy, except where you access Matchifi via a Business Customer’s white-label platform, in which case the Business Customer’s policies for that platform will prevail.
25.2 You may cancel or reschedule a session through the Platform, subject to the Service Provider’s policy.
25.3 If the Service Provider cancels or fails to attend a session, you will receive a full refund and may leave a public review.
25.4 If you cancel within the notice period, the fee is non‑refundable unless the Service Provider agrees otherwise.
25.5 If you purchase a session package (e.g. four x one-hour sessions), all sessions must be used within 30 days of purchase. Unused sessions do not roll over and are non-refundable unless otherwise required by law.
25.6 You should reschedule rather than cancel where possible and respect the Service Provider’s cancellation policy.
26. Payments
26.1 Fees are clearly displayed before you confirm a booking.
26.2 Payment methods may include upfront payment, post-pay, subscription, or package models depending on the Service Provider or Business Customer platform setting.
26.3 All payments are processed securely through Stripe. We do not store full card details. It is your responsibility to read Stripe’s terms and conditions and privacy notices as you will be expected to comply with these.
26.4 Where you use post-pay, the system will attempt to collect payment after each session. We are not responsible for recovering unpaid fees from Clients.
26.5 You are responsible for ensuring that your payment information is accurate and up to date.
27. Your rights and responsibilities
27.1 You agree to:
(a) assess your own readiness to engage with a Service Provider;
(b) provide accurate information to your Service Provider (pseudonyms are acceptable if appropriate);
(c) attend sessions in a timely and present state;
(d) reschedule rather than cancel where possible;
(e) follow all reasonable instructions given by the Service Provider; and
(f) give honest and appropriate feedback.
27.2 You may end the relationship with a Service Provider at any time, but cancellation fees may apply to booked sessions.
27.3 You have the right to:
(a) switch Service Providers at any time, subject to any booking rules or cancellation policies;
(b) discontinue use of the Matchifi at any time, subject to any cancellation charges;
(c) choose what information to include in your profile and update it at any time; and
(d) have your session and profile information shared only with the Service Provider you book, and only with your consent.
PART D: BUSINESS CUSTOMER TERMS
28. Scope
This Part D applies only when you use Paranimo and/or Matchifi as a Business Customer.
28.1 Each Platform (Paranimo/Matchifi) tier has different capabilities and features. Some Platform functionality may only be available to Business Customers with the appropriate access tier or under a separate written agreement with us.
28.2 Business Customers are granted non-exclusive rights to promote or resell access to the Platform and related services, in accordance with the reseller conditions set out in clause 33.3 and subject always to these Terms.
29. Payments (general)
29.1 Platform managed service/subscription pricing and payments may vary depending on upon the platform pricing tier being used. If you exceed your current tier’s cap, your subscription may be automatically upgraded, and we will notify you of the applicable fee adjustment.
29.2 All payments are processed securely via Stripe at checkout or through your Business Customer account. Stripe will automatically attempt to collect payment at the time of purchase, renewal, or subscription billing date. Once payment is successful, Stripe issues an invoice for your records.
29.3 If payment cannot be taken automatically, Stripe will still issue an invoice marked as unpaid and will notify you to update your payment details. You must update your details promptly and pay the outstanding amount within seven (7) days of the invoice date.
29.4 Business Customers must ensure that their payment information (including BACS and card details) is accurate and kept up to date at all times to avoid disruption of service.
29.5 Fees for any additional services such as onboarding, configuration, or custom integrations will be agreed separately in writing.
29.6 All fees are exclusive of VAT, which will be added at the prevailing rate.
29.7 Details of contract duration, renewal, fee changes, and consequences for late or non-payment are set out in Clause 32 (Contract term, fees and termination).
30. For Paranimo Platform Business Customers:
30.1 Business Customers may set their own counselling session prices within the administrative features for each Scheme, provided that each price is at or above the base cost price set by Paranimo Limited. The base cost price may change from time to time and will be communicated in advance.
30.2 The difference between the base cost price and the session price set by the Business Customer represents the Business Customer’s commission or margin. This amount is payable to the Business Customer for each completed session booked through the Platform.
30.3 Paranimo Limited will process all payments through Stripe. The base cost price will be deducted and paid to Paranimo Limited, and the remaining commission amount will be automatically allocated to the Business Customer.
30.4 Commission amounts are calculated monthly in arrears based on the number of sessions completed during the relevant month. Commission payments are typically made within ten (10) Business Days of month-end, unless otherwise agreed in writing.
30.5 If a refund is issued to a Client, the corresponding commission for that session will be reversed or deducted from the next commission payment.
31. For Matchifi Platform Business Customers:
31.1 A booking fee is charged per session arranged through the Platform, excluding free introductory calls or other exempt sessions. The booking-fee structure may change from time to time.
31.2 Standard fees are as follows:
(a) For hourly sessions: £1.50 + VAT for the first hour, plus £0.50 + VAT for each additional hour - Example: a 2-hour session = £2.00; a 3-hour session = £2.50.
(b) For day sessions: £1.50 + VAT for in-person sessions; £4.00 + VAT for online sessions.
31.3 Where applicable, Business Customers may use the Platform to charge Clients or Service Providers directly. We simply facilitate the collection of those payments and charge our booking fee for doing so.
31.4 Business Customers can control which payment models (e.g. upfront, post-pay, packages) service providers are available to Clients within their Scheme or the Platform.
31.5 Each Business Customer may choose one of the following commercial models for session pricing within their Platform configuration:
(a) Service Provider–led pricing model:
(i) Service Providers set their own session prices.
(ii) The Business Customer may apply a platform transaction commission rate (expressed as a percentage) to each completed session.
(iii) The Client pays the full session price to the Service Provider through Stripe.
(iv) If the Service Provider is VAT-registered, the session price is deemed to include VAT at the prevailing rate; that VAT amount forms part of the total price paid by the Client.
(v) The following deductions are applied in order:
• the Matchifi booking fee;
• the Stripe payment-processing fee;
• any applicable VAT (if the Service Provider is VAT-registered); and
• the Business Customer’s transaction commission (calculated on the remaining amount after the above deductions).
(vi) The balance, after these deductions, is then paid to the Service Provider.
(b) Business Customer–led pricing model:
(i) The Business Customer defines the session prices available on the Platform.
(ii) The Business Customer also determines how each session fee is apportioned between itself and the Service Provider.
(iii) The Matchifi booking fee, the Stripe payment-processing fee, and any applicable VAT (if the Service Provider is VAT-registered) are deducted first, before the agreed revenue share is distributed between the parties.
31.6 Paranimo Limited facilitates all payments through Stripe. Commission or revenue share due to the Business Customer is calculated monthly in arrears on the net amount after deduction of the Matchifi booking fee, Stripe fee, and any applicable VAT, and is normally paid within ten (10) Business Days of month-end, unless otherwise agreed in writing.
31.7 Business Customers can configure which payment models (for example, upfront, post-pay, subscription, or package) Service Providers may offer to Clients within their Scheme.
31.8 If a refund is issued to a Client, the corresponding Business Customer commission or revenue share for that session will be reversed or deducted from the next payment cycle.
32. Contract term, fees and termination (general)
32.1 Access to the Platform is provided on:
(a) a rolling monthly basis with 30 days’ written notice of cancellation; or
(b) an annual basis, renewing automatically for a further 12 months unless cancelled in writing at least 60 days before the renewal date.
32.2 Tier-based automatic upgrades may apply when the number of Service Providers onboarded exceeds your current tier limits. Business Customers may downgrade their tier at any time, provided their usage remains within the new tier’s limits.
32.3 Fees may increase annually in line with the UK Retail Price Index (minimum 2% and maximum 10%) or with 30 days’ written notice for monthly contracts.
32.4 Failed or late payments may result in suspension of access and will accrue interest at 4% per annum above the Bank of England base rate (or 4% per annum if the base rate is below 0%), accruing daily until paid in full.
32.5 We may change our pricing or available features with notice, taking effect on renewal or after 30 days for monthly contracts.
32.6 We may suspend or terminate access for breach of these Terms or failure to pay.
32.7 Upon termination, user data associated with the Business Customer’s platform:
(a) revert to individual Client accounts (where applicable); and
(b) be retained or deleted in accordance with our Privacy Policy
(c) Reseller status ends automatically on termination of your Business Customer access, but any End-Users you have introduced may continue to use the Platform under our standard terms.
33. Platform configuration and capabilities (general)
33.1 Depending on your access tier and agreement with us, Business Customers may receive access to certain Platform configuration features, such as:
(a) branding and white-labelling options ;
(b) user access management and scheme controls including tools for adding/removing users, setting usage/funding limits,
(c) Customer support features including the cancellation, rescheduling and booking of sessions for users
(d) configurable matching terms;
(e) booking parameters, cancellation policy settings, and payment method configurations;
(f) Service provider onboarding tool;
(g) usage reports, analytics, and audit data; and
(h) optional integrations such as Single Sign On at our discretion.
33.2 You may market the Platform in your own name and earn revenue from resale, provided that:
(a) you use our branding or materials only with our prior written consent;
(b) you ensure each End-User you introduce accepts our standard user terms before gaining access;
(c) you do not promise service levels, features, or pricing beyond those we publish; and
(d) you remain responsible for first-line support to the End-Users you have introduced.
33.3 Reseller obligations and restrictions
You must:
(a) comply with all applicable laws and regulations (including data-protection, anti-bribery, export-control and tax requirements);
(b) not pledge our credit, give warranties or representations on our behalf, or commit us to any contract;
(c) not use the Platform for any unlawful, misleading or infringing activity;
(d) not assign or transfer your reseller rights without our prior written consent;
(e) maintain accurate records of all End-Users you introduce and provide them to us on request; and
(f) indemnify us for any losses, damages or claims arising from your resale activities or breach of these Terms.
33.4 You act as an independent party. Nothing in these Terms creates a partnership, joint venture or employment relationship between you and us.
33.5 We may suspend or revoke reseller rights if these Terms are breached or where we otherwise consider it necessary to protect the integrity of the Platform.
33.6 We may suspend or revoke reseller rights if these Terms are breached or where necessary to protect the integrity or reputation of the Platform.
34. Administration of Schemes (general)
34.1 Business Customers are responsible for administering their Schemes and maintaining oversight of all users and representatives.
34.2 This includes responsibility for:
(a) verifying each user’s eligibility to access the Platform and ensuring user details are accurate, current, and securely managed;
(b) setting, communicating, and enforcing appropriate usage limits;
(c) promptly removing users who are no longer eligible or whose access should be withdrawn;
(d) paying all fees, charges, or other costs that arise under the Scheme, including those incurred by or on behalf of its users;
(e) establishing clear escalation procedures for users;
(f) providing alternative support options for complex or high-risk cases;
(g) maintaining relationships with relevant professional or regulatory bodies where relevant;
(h) regularly reviewing and updating safeguarding policies and procedures where relevant;
(i) designating a safeguarding lead or point of contact within the organisation where relevant;
(j) ensuring that staff and representatives receive appropriate safeguarding training where relevant;
(k) ensuring any required data-sharing agreements are in place for safeguarding purposes; and
(l) informing us promptly of any serious safeguarding incidents or breaches related to Platform use.
34.3 Where we enable you and/or your customers to fund sessions on behalf of your users, you are responsible for:
(a) choosing whether to cover full or partial costs;
(b) ensuring users are informed of relevant limits and funding terms;
(c) ensuring accurate, lawful transfer of user data under your scheme, including obtaining all necessary consents;
(d) understanding that access to the Platform for scheme users depends on both our ongoing agreement with you and your discretion as a Business Customer; and
(e) accepting that outstanding charges remain payable even after scheme termination.
PART E: SERVICE PROVIDER TERMS
35. Scope
35.1 This Part E applies when you use the Platform as a Service Provider, whether on Paranimo or Matchifi.
35.2 Service Providers operate independently and are not employees, workers, agents, or representatives of Paranimo Limited. We act only as your disclosed agent for the purpose of facilitating bookings and payments made through the Platform.
35.3 You are the Principal in all arrangements with Clients. No professional–client relationship is created between you and us.
35.4 No professional–client relationship is created between you and us. You acknowledge that all services you deliver are provided directly to Clients under your own professional responsibility, and you are solely responsible for the standard, content, and outcomes of those services.
36. Service Delivery (general)
36.1 Service Providers may add multiple session types and select the relevant payment method for each (for example, prepaid, post-pay, or package options). Details of how payments are processed are set out in Clause 37 (Payments and Pricing).”
36.2 Session types include, but limited to, session name, duration and delivery method.
36.3 Each platform may have minimum and maximum standard session lengths, session types and payment types as set by the business customer or Paranimo Limited from time to time.
36.4 You may set your own cancellation, reschedule, and grace-period rules unless a Business Customer or Platform-wide policy overrides them for consistency across a Scheme.
36.5 You must
a) conduct sessions with an appropriate level of skill, competency and professionalism.
b) be prepared and present for booked sessions at the agreed time.
c) conduct sessions in a safe, private, and professional environment;
d) give as much notice as possible if you need to cancel a session and attempt to reschedule bookings wherever possible.
e) co-operate with any technical or safeguarding procedures required by the Platform or Business Customer.
36.6 Service Providers accept invoices raised on their behalf until they leave the Platform or terminate the self-billing arrangement in writing.
36.7 You must decline work with any client with whom you may be matched if, upon receiving further information from the user you are not sufficiently experienced and competent to meet that Client's needs.
36.8 You must not use any information obtained through the Platform for purposes other than providing services to Clients in accordance with these Terms.
37. Payments and Pricing (general)
37.1 Service Providers may offer different payment types through the Platform, including (but not limited to):
(a) fixed-price single sessions; (such as hourly rates, day rates)
(b) multi-session packages;
(c) subscription models (for example, a set number of sessions per month); or
(d) post-pay arrangements, where payment is taken after a session.
37.2 If providing subscriptions (e.g. four x one-hour sessions month), clients must use all sessions within 30 days of purchase. Unused sessions do not roll over and are non-refundable unless otherwise required by law.
37.3 Paranimo platform Service Providers
(a) Service Providers may receive payment for sessions funded in one of the following ways:
(i) Business Customer-funded: where a Business Customer (or their customer) pays for sessions under a Scheme at the Business Customer price and Paranimo Limited pays the Service Provider a fixed base rate per completed session (currently £40, subject to change with notice).
(ii) Self funded via Business Customer Scheme: where the Client pays for their own sessions through a Business Customer’s Scheme at the Business Customer price and Paranimo Limited pays the Service Provider a fixed base rate per completed session (currently £40, subject to change with notice).
(iii) Private Clients: where the Client books directly through Paranimo without a Business Customer Scheme, the Service Provider sets their own price, and Paranimo deducts its applicable transaction fee and Stripe’s processing fee before transferring the balance to the Service Provider.
(b) Paranimo Limited may vary its transaction fees from time to time, giving at least 14 days’ written notice.
(c) Payments are made via Stripe, and Service Providers are responsible for maintaining an active, verified Stripe account to receive payouts. This is set up during onboarding and managed in your dashboard.
37.4 Matchifi platform Service Providers:
(a) Business Customers may either:
(i) allow Service Providers to set their own prices, in which case the Business Customer may apply a platform commission percentage; or
(ii) set their own session types and prices, determining what share is retained by the Business Customer and what is paid to the Service Provider.
(b) In both cases, the Matchifi booking fee and Stripe’s processing fee will be deducted first before calculating any commission or payout.
(c) Where a Service Provider is VAT-registered, VAT is included in the session value and applied within the Stripe transaction.
37.5 Payment is taken when you confirm the booking unless the session is funded by a Scheme, or you set Post Pay.
37.6 All payments are processed securely through Stripe. We do not store full card details.
37.7 For payment types where clients are required to pay before a session, stripe payment processing takes 5-7 days from point of payment to receive the funds, minus any platform commission.
37.8 For business customer scheme funded sessions, payment occurs monthly in arrears from the date the scheme was set up by the business customer.
37.9 Where you use post-pay, the system will attempt to collect payment after each session. We are not responsible for recovering unpaid fees from Clients.
37.10 Depending on the platform listed on and / or Business Customer relationship we have, we may charge Service Providers a commission on fees earned through the Platform. This may vary.
37.11 By using the Platform, Service Providers agree that we may issue self-billed invoices for services provided through the Platform and invoice Clients on their behalf for the full amount.
37.12 Invoices will designate the Service Provider as "Principal" and Paranimo Limited as "Agent."
37.13 VAT-registered Service Providers must notify Paranimo Limited with their name, address, and VAT registration number.
37.14 Service Providers accept invoices raised on their behalf until they leave the Platform or terminate the self-billing arrangement in writing.
38. Professional Requirements (general)
38.1 You must maintain any qualifications, certifications, or insurance required by your industry, notifying Paranimo Limited and your Business Customer of material changes.
38.2 You must ensure that the information provided during onboarding as requested by either Paranimo Limited or business customers is complete and accurate. Any changes to your circumstances related to your eligibility to practice must be updated within 5 working days.
38.3 You confirm that you are suitably qualified and experienced to offer the services that you make available on the Platform.
38.4 You must not take any Client you gain through the Platform off the Platform to continue providing services within 6 months following your last engagement through the Platform.
39. Termination (general)
39.1 This clause applies primarily to Service Providers onboarded directly by Paranimo Limited on the Paranimo Platform.
Service Providers who have been onboarded by a Business Customer through the Matchifi Platform are subject to the relevant Business Customer’s own onboarding and offboarding terms.
39.2 If you are a Paranimo Service Provider, you may terminate your account and leave the Platform at any time by providing written notice to support@paranimo.co.uk
39.3 Before leaving the Platform, you must:
(a) remove any available working hours;
(b) complete or cancel all existing bookings in accordance with the cancellation policy; and
(c) refund any Clients where required.
39.4 Paranimo Limited may terminate your account immediately if:
(a) you breach these Terms or any applicable law;
(b) you fail to deliver booked sessions or provide substandard or unsafe services;
(c) you act abusively or dishonestly towards Clients, Business Customers, or our staff;
(d) you provide false or misleading information; or
(e) we reasonably believe your continued use of the Platform may cause harm, risk, or reputational damage.
39.5 On termination:
(a) all licences granted to you under these Terms will end immediately;
(b) your access to the Platform will be suspended or deleted;
(c) all pending sessions and payments will be cancelled or settled as appropriate; and
(d) we may retain limited personal or transactional data as required by law or regulation.
39.6 We reserve the right to recover any costs or losses incurred as a result of your breach or early termination, including administrative or refund-processing costs.
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