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. How to give us formal notice of any matter under the Contract is set out in clause 21.
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 ("Clients") to connect with third party providers of therapy services ("Therapy Services"), such as you ("Therapist").
Our services to you extend only to making the Platform available to you, introducing you to Clients via the Platform and allowing you to take 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 Therapist and form our contract with you ("Contract"). These Terms apply to the exclusion of any other terms.
2.2 Entire Agreement
The Contract is the entire agreement between you and us. You acknowledge that you have not relied on any statement, promise or representation not set out in the Contract.
2.3 Language
These Terms and the Contract are made only in the English language.
2.4 Our Services
We shall provide the Services to you with reasonable care and skill.
3. Setting Up an Account and Therapist Services
3.1 Eligibility Criteria
In order to set up an account on the Platform and become a Therapist you must satisfy the following criteria:
- You are at least 18 years of age
- You have the right to work in the United Kingdom
- You possess all qualifications, experience, skills, insurance, professional accreditation required
- You are a self-employed service provider
3.2 Therapist Requirements
Perform Therapy Services using all reasonable care and skill, to the highest industry standards
Possess or obtain all necessary materials required to perform the Therapy Services
Cooperate with us and comply with all Platform policies
Avoid deceptive, misleading or unethical practices detrimental to emote Care
Conduct your business in a manner that reflects favourably on emote Care
Your name, phone number, image and likeness will be provided to potential Clients
Provide accurate, up-to-date, true, complete information and materials
Remain established in the UK when delivering Therapy Services
Authorize background and verification checks as deemed appropriate
Attend any interviews emote Care may require for suitability assessment
3.3 Compatible Device
Therapists must possess a device equipped with access to the Platform in order to accept Bookings and provide the Therapy Services.
3.5 Prompt Disclosure
You must promptly (and in any event within 24 hours) disclose to us all matters which are material to your ability and suitability to provide Therapy Services to Clients.
4. Bookings
4.1 Listing the Therapy Services
Subject to your compliance with this Contract, you shall be entitled at any time to publish listings on the Platform for the provision of Therapy Services to Clients.
Note: We do not provide any guarantees that any of your listings to provide Therapy Services will be responded to by Clients or that they will result in a Booking.
4.2 Listing Requirements
Comply with our acceptable use policy
Ensure the listing is in English and is clear and comprehensible
Display your valid VAT registration number (if applicable)
Not include anything which would encourage Clients to contact you outside the Platform
4.3 Confirmation of a Booking
Upon a Client making a Booking, we will send a notification to you via email and/or the Platform. You will be bound to provide the Therapy Services to the Client in accordance with the Booking.
5. Fees and Payment
5.1 Fees Paid by the Client
Client is required to pay your fees in consideration for the Therapy Services you provide. You are entitled to set such fees as you see fit, provided the agreement of the Client is obtained.
Platform Fee: We charge a nominal £2 platform fee and commission fee calculated as 10% of the Fees (however a reduced commission fee of 5% of the Fees shall apply until 1 January 2025).
5.2 How Fees Are Paid
The Client shall pay the Fees to us at the time of making the Booking, and we shall:
- Deduct the Platform Fee from the Fees
- Hold the Fees (minus the Platform Fee) on the Client's behalf pending completion of each Booking
- Pay the Fees (minus the Platform Fee) to your in-Platform finance dashboard 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.
5.6 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
When creating your listing, you can select one of three cancellation policies:
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 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 Period
If the Client cancels after the specified period, the Fees (minus the Platform Fee) shall be paid to you. If the Therapist cancels after the period, the Fees shall be refunded to the Client.
7. Reviews
7.1 Legitimate Reviews
We and you agree to use our best efforts to make sure that Client reviews on the Platform are from Clients who have bought the Therapy Services and are not connected with the Therapist.
7.3 Responding to Reviews
You may respond to reviews using the functionality in the Platform, provided your response complies with this Contract. We will publish your response below the review.
7.4 Contacting the Client
You must not directly or indirectly contact Clients to encourage them to submit any review or a favourable review or to change or withdraw a review.
Need Help?
If you have any questions about these terms or need assistance, please contact our support team: