1. About Us
1.1 Company Details
Emote Care Ltd (company number 15244647) is a company registered in England and Wales. Our registered office is at 86-90 Paul Street 3rd Floor, London, England, EC2A 4NE. We operate the online platform "emote Care" accessible via https://emotecare.com/.
1.2 Contacting Us
To contact us, email our customer service team at support@emotecare.com.
1.3 Our Platform and Services
We provide products and services aimed at enhancing emotional wellbeing and mental health via the Platform. The Platform enables individuals, such as you ("Clients"), to connect with third party providers ("Therapists") of therapy services ("Therapy Services").
Our services to you extend only to making the Platform available to you, introducing you to Therapists via the Platform and allowing you to make Bookings for Therapy Services from them ("Services").
1.4 Our Role
emote Care's role in Therapy Services is solely as a provider of the Platform whereby Clients are introduced to Therapists. We are neither a Client or Therapist nor a purchaser or seller of any of the Therapy Services.
2. Our Contract
2.1 Our Contract
These terms and conditions ("Terms") apply to your use of our Services as a Client and form our contract with you ("Contract").
2.2 Language
These Terms and the Contract are made only in the English language.
3. Setting Up an Account and Client Requirements
3.1 Eligibility Criteria
In order to set up an account on the Platform and become a Client you must be at least 18 years of age.
3.2 Client Requirements
Cooperate with us in all matters relating to the Services and comply with all Platform policies
Your name, phone number, image and likeness will be provided to actual and potential Therapists
Provide accurate, up-to-date, true, complete information and materials as required
You are not guaranteed acceptance and emote Care reserves the right to refuse or revoke your application
3.3 Compatible Device
Clients must possess a device equipped with access to the Platform in order to make Bookings and receive the Therapy Services.
4. Bookings
4.1 Applying for Bookings
Subject to your compliance with this Contract, you shall be entitled at any time to respond to listings on the Platform for the provision of Therapy Services to you.
Note: We do not provide any guarantees that any of your requests for Therapy Services will be responded to by Therapists or that they will result in a Booking.
4.2 Confirmation of a Booking
Upon a Therapist accepting a Booking, we will send a notification to you via email and/or the Platform. You will be bound to receive the Therapy Services from the Therapist in accordance with the Booking.
4.3 Other Terms
If you have any specific requirements when making a Booking, you must communicate those requirements to the Therapist and ensure you document appropriately the terms of your agreement with the Therapist.
5. Fees and Payment
5.1 Fees Paid by You
You are required to pay the Therapist's fees in exchange for the Therapy Services you receive. These fees shall be as agreed between you and the Therapist on the Booking confirmation page ("Fees").
5.2 How Fees Are Paid
You shall pay the Fees to us at the time of making the Booking, and we shall:
- Deduct the Commission Fee from the Fees
- Hold the Fees (minus the Commission Fee) on your behalf pending completion of each Booking
- Pay the Fees (minus the Commission Fee) to the Therapist on completion of the Therapy Services
5.3 Failure to Attend
If either the Client or the Therapist fails to attend a scheduled session, the Booking shall be deemed cancelled by the non-attending party on the date of the session.
5.5 Third-Party Payment Processor
Payment processing services are provided by Stripe and are subject to their terms. By using the Platform, you agree to be bound by the Payment Processor Agreement.
6. Cancellations
6.1 Cancellation Policy
48-hour cancellation
Cancel any time prior to 48 hours before the scheduled Booking
24-hour cancellation
Cancel any time prior to 24 hours before the scheduled Booking
Same-day cancellation
Cancel any time prior to a specified time on the day of the Booking
6.2 Cancelling Within the Cancellation Period
If either the Therapist or the Client cancels the Booking during the designated cancellation period, the Fees shall be refunded to the Client.
6.3 Cancelling Outside the Cancellation Period
If the Client cancels after the specified cancellation period, the Fees (minus the Commission Fee) shall be paid to the Therapist. If the Therapist cancels after the specified cancellation period, the Fees shall be refunded to the Client.
Need Help?
If you have any questions about these terms or need assistance, please contact our support team: