Full Halo Terms & Conditions
1. These Terms
1.1 What these terms cover
These are the terms and conditions on which Full Halo Ltd provides access to the Full Halo website, platform, messaging, booking and related services available at fullhalo.com.
Full Halo is an online wellbeing marketplace and directory that enables individuals to search for, connect with, message and book independent wellbeing professionals, practitioners, therapists, coaches, advisers and other service providers.
1.2 Important distinction
Full Halo does not provide therapy, counselling, medical, clinical, coaching, advisory or wellbeing services directly.
Any wellbeing, therapy, counselling, coaching, advisory or related service booked through the Full Halo platform is provided by the relevant independent professional, not by Full Halo. The contract for those services is between the user and the professional. Full Halo is not a party to that contract.
1.3 Who these terms apply to
These terms apply to:
- users who browse, message, book or pay for services through Full Halo;
- professionals who create a profile, advertise services, receive enquiries, accept bookings or receive payments through Full Halo;
- anyone else who accesses or uses the Full Halo website or platform.
1.4 Other documents
Your use of Full Halo may also be subject to our Privacy Notice, Cookie Policy and any other policies we make available.
2. Information About Us
2.1 Who we are
We are Full Halo Ltd, a company registered in England and Wales.
Company number: 17255853
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: admin@fullhalo.com
2.2 How we may contact you
If we need to contact you, we may do so by email, platform message, telephone or by using the contact details linked to your account.
2.3 “Writing” includes email
When we use the words “writing” or “written”, this includes email and platform messages.
3. The Full Halo Platform
3.1 What Full Halo provides
Full Halo provides a platform that allows users to:
- search for wellbeing professionals;
- view professional profiles;
- send enquiries and messages;
- book online sessions;
- make payments for bookings;
- leave reviews where available.
Full Halo also allows professionals to:
- create and manage profiles;
- advertise their services;
- set availability and prices;
- receive enquiries and bookings;
- communicate with users;
- deliver online sessions through the platform;
- receive payment for completed bookings, subject to these terms.
3.2 We are not a healthcare provider
Full Halo does not provide medical advice, diagnosis, treatment, therapy, counselling, clinical care or emergency support. Any such services are provided by the relevant professional, where they are qualified and authorised to provide them.
3.3 No emergency support
Full Halo is not an emergency service. If you are in immediate danger, feel at risk of harming yourself or someone else, or need urgent medical or mental health support, you should contact emergency services by calling 999, contact NHS 111, speak to your GP, or contact an appropriate crisis support service such as Samaritans.
4. Accounts
4.1 Creating an account
You may need to create an account to use certain parts of the platform, including messaging, bookings and payments.
You must provide accurate, complete and up-to-date information when creating and using your account.
4.2 Account security
You are responsible for keeping your login details secure. You must not share your account with anyone else or allow another person to use your account.
You must tell us promptly if you believe your account has been accessed without permission.
4.3 Children and young people
Full Halo is primarily intended for adults. Some professionals may offer services suitable for children or young people, but it is the responsibility of the professional, parent or guardian to ensure that appropriate consent, safeguarding and suitability arrangements are in place.
We may suspend or restrict access where we have concerns about age, consent, safety or safeguarding.
5. Professionals
5.1 Professional status
Professionals using Full Halo are independent, self-employed third parties. They are not employees, workers, agents, partners or representatives of Full Halo.
5.2 Professional profiles
Professionals may create profiles setting out their services, qualifications, experience, registration details, accreditation, insurance, availability, fees and other relevant information.
Full Halo may review professional profiles before they are published and may refuse, edit, suspend or remove profile content where we consider it inaccurate, misleading, inappropriate, incomplete or unsuitable for the platform.
5.3 Verification checks
Full Halo may carry out checks on professionals, including checks against professional bodies, registers, accreditation organisations, public registers, online directories, websites and other public sources.
Where relevant, Full Halo may check that a professional appears to hold suitable qualifications, registrations, memberships or accreditations before approving their profile.
However, professionals remain responsible for ensuring that all information they provide is accurate, complete and up to date.
5.4 Professional responsibilities
Professionals must:
- provide accurate information about their services, qualifications, experience, registration, accreditation and insurance;
- keep their profile and availability up to date;
- only offer services they are qualified, competent and legally permitted to provide;
- maintain any required insurance, licences, registrations or memberships;
- comply with all laws, regulations, professional standards, safeguarding obligations and codes of conduct that apply to them;
- deliver services with reasonable care and skill;
- use the Full Halo platform and video-call functionality for bookings made through Full Halo;
- not encourage users to bypass Full Halo’s booking, payment or messaging systems.
5.5 Tax and business obligations
Professionals are responsible for managing and paying their own income tax, National Insurance contributions, VAT where applicable, and any other taxes, charges or business costs arising from the services they provide through Full Halo.
Full Halo does not employ professionals and will not deduct or pay tax, National Insurance, pension contributions or other employment-related payments on their behalf, except where Full Halo is legally required to make a deduction or provide information to a relevant authority.
Professionals are responsible for maintaining their own business records and complying with any tax, reporting, registration and regulatory obligations that apply to them.
6. Bookings
6.1 Booking services
Users may book services from professionals through the Full Halo platform. The service booked is provided by the professional, not by Full Halo.
6.2 Booking confirmation
Bookings are generally confirmed automatically based on the professional’s stated availability. Users and professionals will receive confirmation through the platform or by email.
6.3 Online and video sessions
Bookings are currently provided online. Professionals are expected to use the video-call infrastructure provided through the Full Halo platform unless Full Halo agrees otherwise.
Users and professionals are responsible for ensuring that they have a suitable device, a reliable internet connection, and a private and appropriate environment for the session.
Full Halo does not routinely record the audio or video content of online sessions. Users and professionals must not record, photograph, copy, stream or otherwise capture a session without the prior express agreement of everyone involved and unless the recording is lawful and consistent with any applicable professional, confidentiality and data protection obligations.
Full Halo may retain limited technical information about a session, such as its scheduled time, connection status, duration and attendance information, for the purposes of operating the platform, resolving disputes, maintaining security and supporting users.
6.4 Responsibility for suitability
Users are responsible for deciding whether a professional and service is suitable for their needs. Professionals are responsible for assessing whether they are able and appropriate to provide the requested service.
Full Halo does not guarantee that any particular professional or service will be suitable for a user’s needs.
7. Payments, Fees and Payouts
7.1 Prices
Professionals set their own prices for their services. Prices will be displayed on the platform before a booking is made.
7.2 User payments
Users pay for bookings through the Full Halo platform. Payments are processed using Stripe or another payment provider we may use from time to time.
7.3 Full Halo commission
Full Halo currently charges professionals a commission of 15% on completed bookings. This commission is deducted from the amount paid before the remaining balance is paid to the professional.
7.4 No user booking fee
Full Halo does not currently charge users a separate booking fee. We may introduce or change fees in the future, but any applicable fees will be shown before a user makes a booking.
7.5 Professional payouts
Full Halo will pay the professional after the booking has been completed, subject to these terms, Stripe processing times, dispute handling, refund rights and any checks we reasonably need to carry out.
7.6 Payment provider terms
Payments may be subject to the terms, conditions, fees and processing times of Stripe or any other payment provider used by Full Halo.
8. Cancellations, Rescheduling and No-Shows
8.1 User cancellation before a session
Users may cancel or reschedule a booking at any time before the scheduled session begins.
Where a user cancels before the scheduled start time, Full Halo will arrange a full refund or allow the user to reschedule, subject to payment-processing times.
8.2 Cancellation after a session has started
A booking cannot normally be cancelled or rescheduled once its scheduled start time has passed.
If a user does not attend and did not cancel before the scheduled start time, the booking will be treated as a no-show. Unless a valid dispute is raised and accepted, the professional may be paid for the booking.
8.3 Professional cancellation
A professional may cancel or request to reschedule a booking at any time before the scheduled session begins.
If a professional cancels, the user will be offered a full refund or the opportunity to reschedule. Professionals should provide users with as much notice as reasonably possible.
8.4 No-show disputes
If either the user or professional does not attend a booked session and did not cancel before its scheduled start time, the affected party should raise a dispute through Full Halo as soon as reasonably possible.
If the user does not attend and no valid dispute is received or accepted, the professional may be paid.
If the professional does not attend and the issue is confirmed, the user will receive a full refund or may choose to reschedule.
Full Halo may decline to investigate a dispute where an unreasonable amount of time has passed and relevant information is no longer available.
8.5 Full Halo decision
Full Halo may review booking records, platform activity and other relevant information when deciding whether a refund or payout should be made.
Full Halo’s decision on booking disputes will be made reasonably and in good faith.
9. Consumer Cancellation Rights
9.1 Consumer rights
If you are a consumer, you may have a legal right to change your mind within 14 days of entering into certain online contracts.
9.2 Services started within the cancellation period
Where you book a session that is due to take place within the 14-day cancellation period, you agree that the booking service and related platform services may begin immediately.
If the service has already been fully performed, you may lose your right to cancel that service.
9.3 Booking-specific cancellation policy
Your right to cancel under consumer law is separate from Full Halo’s booking cancellation policy. The booking cancellation policy set out in section 8 applies to scheduled sessions booked through the platform.
10. Memberships and Subscriptions
10.1 Membership services
Full Halo may offer paid memberships or subscriptions from time to time. Membership features, prices and billing periods will be shown on the platform before purchase.
10.2 Renewal
Memberships or subscriptions may renew automatically unless cancelled before the renewal date. We will provide information about renewal and cancellation before you subscribe.
10.3 Cancelling a membership
You may cancel a membership or subscription in accordance with the cancellation instructions shown on the platform or by contacting us at admin@fullhalo.com.
10.4 Changes to memberships
We may change, suspend or withdraw membership features where reasonably necessary, including to improve the platform, comply with law, respond to technical issues or change our business offering.
11. Messaging and Platform Conduct
11.1 Messaging
Users and professionals may communicate through the Full Halo messaging system. Messages must be used responsibly and only for purposes connected with the services available through Full Halo.
11.2 Prohibited conduct
You must not:
- behave abusively, threateningly, dishonestly or unlawfully;
- harass, intimidate, exploit or discriminate against another person;
- send spam or misuse the messaging system;
- share illegal, harmful, offensive, defamatory or misleading content;
- impersonate another person;
- upload malware or attempt to interfere with the platform;
- attempt to avoid Full Halo’s fees, commission, booking process or payment system;
- encourage users or professionals to move bookings or payments outside the platform;
- use the platform for any unlawful, harmful or fraudulent purpose.
11.3 Suspension or removal
Full Halo may suspend, restrict or remove an account, profile, booking, message, review or content where we believe these terms have been breached or where we have safety, safeguarding, legal, fraud, payment or platform-integrity concerns.
12. Reviews and Content
12.1 User reviews
Users may be able to leave reviews about professionals. Reviews should be honest, fair and based on genuine experience.
12.2 Removing reviews
Full Halo may remove or edit reviews that we consider abusive, false, misleading, defamatory, discriminatory, irrelevant, unlawful or otherwise inappropriate.
12.3 Professional content
Professionals may upload profile photos, biographies, service descriptions, qualifications and other content. Professionals are responsible for ensuring that their content is accurate, lawful and not misleading.
12.4 Licence to use content
By uploading content to Full Halo, you allow us to use, display, reproduce and publish that content on the platform and in connection with promoting Full Halo and the services listed on it.
13. Platform Availability and Changes
13.1 Availability
We aim to keep the platform available, but we do not guarantee that it will always be uninterrupted, error-free or available at all times.
13.2 Suspension
We may suspend access to the platform to:
- carry out maintenance;
- fix technical issues;
- improve or update functionality;
- respond to security threats;
- comply with legal obligations;
- investigate misuse or breaches of these terms.
13.3 Changes to the platform
We may update, change, remove or add features to the platform from time to time.
13.4 Events outside our control
Full Halo will not be responsible for delays, interruptions or failures to provide the platform or related services where these are caused by events outside our reasonable control.
These events may include:
- internet, telecommunications or electricity failures;
- failure or interruption of third-party hosting, software, messaging or video services;
- Stripe or other payment-provider disruption, delay or system failure;
- cyberattacks, malware, denial-of-service attacks or other security incidents that could not reasonably have been prevented;
- failure of a user’s or professional’s device, software or internet connection;
- acts or restrictions of government or public authorities;
- changes in law or regulatory requirements;
- fire, flood, severe weather, epidemic, pandemic, natural disaster, civil emergency, industrial action or other similar events.
Where an event outside our reasonable control affects a booking, payment, payout or online session, we will take reasonable steps to minimise the disruption and may offer rescheduling, cancellation or a refund where appropriate.
Neither users nor professionals should deliberately mark a session as completed where it could not take place because of a technical failure. Any technical problem affecting a session should be reported to Full Halo as soon as reasonably possible.
14. Our Responsibility to Users
14.1 Our role
Full Halo is responsible for operating the platform with reasonable care and skill.
Full Halo is not responsible for the professional services provided by independent professionals, including therapy, counselling, coaching, advice, treatment, diagnosis or other wellbeing services.
14.2 No guarantee
We do not guarantee:
- that a professional will be suitable for your needs;
- that a service will achieve a particular outcome;
- that professional profile information will always remain accurate or up to date;
- that a professional will maintain registration, accreditation or insurance after approval.
14.3 Liability we do not exclude
Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.
14.4 Consumer losses
If you are a consumer, we are responsible for foreseeable loss and damage caused by our failure to comply with these terms or failure to use reasonable care and skill. We are not responsible for losses that are not foreseeable.
14.5 Business losses
If you use Full Halo for business or professional purposes, we will not be liable for loss of profit, loss of business, loss of goodwill, loss of opportunity, loss of data or any indirect or consequential loss.
15. Our Responsibility to Professionals and Business Users
15.1 Business use
If you are a professional using Full Halo to offer services, you are using the platform for business purposes.
15.2 Limit of liability
Subject to section 14.3, Full Halo’s total liability to any professional or business user for claims arising out of or in connection with the platform shall be limited to the amount of commission or fees actually received by Full Halo from that professional or business user in the 12 months before the claim arose.
15.3 Professional responsibility
Professionals remain fully responsible for the services they provide to users, including all advice, treatment, support, safeguarding decisions, clinical decisions, professional conduct and legal or regulatory compliance.
16. Data Protection
We will use your personal information in accordance with our Privacy Notice.
Professionals must also comply with any data protection laws that apply to them when handling user information, including information received through the Full Halo platform.
17. Ending or Suspending Access
17.1 Your right to stop using Full Halo
You may stop using Full Halo at any time. You may also request account closure by contacting us.
17.2 Our right to suspend or end access
We may suspend, restrict or terminate your access to Full Halo if:
- you breach these terms;
- you fail to pay any amount due;
- you misuse the platform;
- you attempt to bypass Full Halo payments or commission;
- we have concerns about fraud, safety, safeguarding or unlawful activity;
- your conduct may harm Full Halo, users, professionals or third parties;
- we are required to do so by law.
17.3 Effect of termination
If your account is closed or suspended, these terms will continue to apply to any bookings, payments, disputes, liabilities or obligations that arose before closure or suspension.
18. Complaints
If you have a complaint about Full Halo’s platform, please contact us at:
admin@fullhalo.com
If your complaint relates to services provided by a professional, we may help facilitate communication, but the professional remains responsible for the service they provided.
19. Other Important Terms
19.1 Transfer of rights
We may transfer our rights and obligations under these terms to another organisation. We will notify you if this happens and ensure that your rights are not materially affected.
You may not transfer your rights or obligations under these terms without our written consent.
19.2 Third-party rights
These terms are between you and Full Halo. No other person has rights to enforce them.
19.3 If part of these terms is invalid
If any part of these terms is found to be unlawful or unenforceable, the rest of the terms will remain in force.
19.4 Delay in enforcement
If we delay enforcing these terms, we may still enforce them later.
20. Governing Law and Courts
These terms are governed by the laws of England and Wales.
If you are a consumer, you may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live.
If you are a professional or business user, the courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or in connection with these terms.