WellDrop — Terms and Conditions

1.1 Who We Are

These Terms and Conditions ("Terms") govern your use of the WellDrop mobile application and the website at welldrop.co.uk (together, "the Platform"). The Platform is operated by WellDrop Ltd ("WellDrop", "we", "us", "our"), a company registered in England and Wales under company number 17165925, with its registered office at 5 Brayford Square, London, England, E1 0SG.

1.2 Agreement to These Terms

By creating an account, or by accessing or using the Platform in any way, you accept these Terms and agree to comply with them. If you do not agree to these Terms, you must not use the Platform.

1.3 Other Terms That Apply

Our Privacy Policy (welldrop.co.uk/privacy) explains how we use your personal data. Practitioners are also bound by the WellDrop Practitioner Agreement.

1.4 Changes to These Terms

We may update these Terms to reflect changes in our services, the law or our business. We will tell you about material changes by email and/or in-app notification at least 14 days before they take effect. Changes do not affect Bookings already confirmed. If you do not agree to a change, you may close your account.

1.5 Contact Information

• Email: info@welldrop.co.uk

• Address: 5 Brayford Square, London, England, E1 0SG

• "Balance" means the remaining 75% of the Treatment Price. It is charged automatically to your saved card 24 hours before the scheduled start time of your appointment.

• "Booking" means a confirmed reservation of a Treatment made by a Customer through the Platform.

• "Booking Fee" means WellDrop's fee of 10% of the Treatment Price (minimum £1, maximum £10, rounded down to the nearest penny), paid when you book. It is included in the first price you see.

• "Customer" means an individual aged 18 or over who uses the Platform to browse and book Treatments.

• "Deposit" means 25% of the Treatment Price (rounded down to the nearest penny), paid when you book.

• "Late-Cancellation Fee" means the greater of the Deposit or £10, capped at the Treatment Price. For example, the fee is £10 for a £20 treatment, £10 for a £30 treatment, £15 for a £60 treatment and £30 for a £120 treatment.

• "Platform" means the WellDrop mobile application (iOS and Android) and the website at welldrop.co.uk.

• "Practitioner" means an independent beauty or wellness practitioner, including a Trainee, who lists Treatments on the Platform and has agreed to the WellDrop Practitioner Agreement.

• "Trainee" means a Practitioner who is still training, or working towards a qualification, in the Treatment listed. Trainee listings are labelled "Trainee" on the listing and at checkout.

• "Short-Notice Booking" means a Booking made less than 24 hours before the appointment's scheduled start time.

• "Treatment" means a beauty or wellness treatment or appointment listed by a Practitioner on the Platform.

• "Treatment Price" means the price of the Treatment set by the Practitioner, excluding the Booking Fee.

• "User" means anyone using the Platform, whether as a Customer, Practitioner or website visitor.

3.1 Age Requirement

You must be at least 18 years old to create an account or use the Platform. By registering, you confirm that you are 18 or over. If we have reason to believe a User is under 18, we may suspend or close their account.

3.2 Legal Capacity

By using the Platform, you confirm that you have the legal capacity to enter into a binding contract under the laws of England and Wales.

3.3 Practitioners

If you use the Platform as a Practitioner, you also confirm that you:

• hold all the qualifications or training enrolment, insurance and any registration or licence (including any required by Manchester City Council) needed to provide the Treatments you list; and

• will comply with the WellDrop Practitioner Agreement.

4.1 Our Role

WellDrop is a marketplace for beauty and wellness treatments from trainees and rising pros. We let Practitioners list Treatments and Customers book them. We do not provide Treatments ourselves. Every listing shows whether a Trainee will carry out the Treatment, and you will see this before you book.

4.2 Who Your Contract Is With

When your Booking is confirmed, a contract for the Treatment is made solely between you and the Practitioner. WellDrop is not a party to it and does not provide, supervise or control the Treatment. WellDrop's role is to provide the marketplace that connects you, to collect payment as the Practitioner's payment agent (clause 6.6), and to run the cancellation and issue-reporting processes in these Terms. Your separate contract with WellDrop covers only your use of the Platform. At checkout, you will be asked to tick a box confirming you understand this.

4.3 Practitioners' Responsibilities

Practitioners are independent and confirm, when they sign up, that they hold suitable insurance, training or qualifications, and any registration or licence their Treatments need. WellDrop does not check or verify these, and does not supervise Treatments or guarantee their outcome. Treatments by Trainees are carried out by people who are still training. If we receive a complaint or have concerns about a Practitioner, we may ask them for evidence, and pause or remove their listings.

4.3A Your Own Checks

Because WellDrop doesn't check Practitioners, we strongly recommend that before you book, and again before you go, you make your own checks. For example:

• read the Practitioner's ratings and reviews;

• ask about their training or qualifications and their insurance;

• check the premises look suitable and you are comfortable going there;

• discuss any medical conditions, allergies, medication or pregnancy, and whether you need a patch test.

You choose which Practitioner to book and whether to attend. If you feel unsafe or uncomfortable at any time, you can leave, and you can report it to us (section 7A).

4.4 Platform Availability

We aim to keep the Platform available but cannot guarantee uninterrupted access. It may be unavailable for maintenance, updates or reasons outside our control.

4.5 How We Rank Results

When you search, we show treatments in an order based mainly on how close they are to you, the date and availability you choose, and the practitioner's reliability, such as how often they cancel bookings. Ratings and reviews from real customers may also affect the order.

5.1 Creating an Account

To use most features of the Platform, you need an account. You agree to give accurate, current and complete information and to keep it up to date.

5.2 Account Security

You are responsible for keeping your login details confidential and for activity under your account. Tell us straight away if you suspect someone else is using it.

5.3 One Account Per Person

Each person may hold only one Customer account, and each Practitioner only one Practitioner account.

5.4 Account Suspension and Closure

We may suspend or close your account if you seriously or repeatedly breach these Terms, act fraudulently or abusively, misuse the Platform, or if the law requires it. Where reasonable, we will tell you why and give you notice. We may also block new Bookings while you owe an unpaid amount (see clause 6.5).

5.5 Closing Your Account

You can close your account at any time by contacting info@welldrop.co.uk. Closing your account does not affect outstanding Bookings, payments or refunds. We keep your data as set out in our Privacy Policy.

6.1 How Bookings Work

When you tap "Book" on a Treatment, you are offering to book that slot at the price shown. A Booking is confirmed when your payment has been processed successfully and you receive an in-app confirmation and a confirmation email with a booking reference.

6.2 Booking Hold

While you complete checkout, the slot is held for you for up to 15 minutes. If you do not complete payment in that time, cancel, or your payment fails, the slot is released.

6.3 Prices

Every price we show you includes the Booking Fee, and the full price is shown from the first time you see a Treatment. All prices are in pounds sterling and include VAT where VAT applies.

6.4 What You Pay and When

When you book, you pay the Booking Fee and the Deposit. You authorise us to charge the Balance to the same payment method automatically 24 hours before your appointment's scheduled start time, which is when free cancellation ends. We will email you a reminder before it is taken. Before you pay, the booking summary shows:

• the amount payable now;

• the Balance and when it will be taken;

• the Late-Cancellation Fee in pounds; and

• the exact date and time your free cancellation ends.

6.4A Short-Notice Bookings

If you book less than 24 hours before the appointment, you pay the full Treatment Price and the Booking Fee when you book. Nothing is refunded if you cancel or do not attend. Checkout shows this clearly, and you must tick a box to confirm you understand before you can pay. For a home-based Practitioner, a Short-Notice Booking is a request: your card is authorised but not charged, and the Booking is confirmed only when the Practitioner accepts it and approves sharing their address. If they don't do this within 2 hours, or by 2 hours before the start time if that is sooner, the request expires and nothing is charged. If the Practitioner or WellDrop cancels, you receive a full refund, including the Booking Fee (clause 7.4).

6.5 If a Payment Fails

If the Balance payment fails, we tell your Practitioner straight away. The appointment goes ahead only if your Practitioner agrees. If they do not agree, they may cancel the appointment and keep your Deposit.

We will send you a payment link by email and in-app notice on day 1, day 3 and day 7 after the payment fails, and retry the payment during that time. If any amount is still unpaid after 7 days, you will not be able to make new Bookings until it is paid. We will not pass the amount to a debt collector or add any further charge. To pay or ask about an unpaid amount, use the payment link or reply to info@welldrop.co.uk.

The same process applies to any unpaid part of a Late-Cancellation Fee (see clause 7.3).

6.6 How Payments Are Processed

Payments are processed by Stripe through Stripe Connect. WellDrop collects payment as the Practitioner's payment agent, so when you pay WellDrop, that counts as paying the Practitioner. WellDrop pays all Stripe fees. The Booking Fee is WellDrop's only charge.

6.7 Booking Reference

Each Booking has a unique reference number, which serves as proof of Booking. Your Practitioner may ask to see it when you arrive.

6.8 What You Are Booking

You are booking the Treatment described in the listing, including whether a Trainee will carry it out. The duration, arrival instructions and any other key information are shown on the listing and in your booking confirmation. For salons, studios and training centres, the full address is shown on the listing. For home-based Practitioners, the listing shows the area only, and the full address is shared as set out in clause 6.8A.

6.8A Home-Based Practitioners

To protect their privacy, home-based Practitioners show only their area (such as the postcode district) until they approve sharing their address for your Booking. They must approve it at least 24 hours before your appointment, or before your Booking is confirmed for a Short-Notice Booking (clause 6.4A). We'll send you the address in the app and by email as soon as they approve. If they haven't approved it by 24 hours before your appointment, your Booking is cancelled as a Practitioner cancellation and you receive a full refund, including the Booking Fee, within 5 working days (clause 7.4). Your Balance will not be taken. You must keep the address private and use it only to attend your appointment.

6.9 Arrival

You are responsible for arriving at the right place on time. There is a 10-minute grace period. If you arrive more than 10 minutes late, the Practitioner may treat the Booking as a no-show (clause 7.3). If they still go ahead, the Treatment may be shortened so it finishes at the original end time, and the full price still applies.

6.10 Health Forms and Fitness for Treatment

Some Treatments need a health and consultation form before your appointment. Please complete it fully and honestly, and tell your Practitioner about any medical conditions, allergies, medication, pregnancy or other relevant factors. A Practitioner may decline to carry out a Treatment if it would not be safe. WellDrop provides the form so you can give this information to your Practitioner. We do not review health forms or give medical advice, and we do not decide whether a Treatment is suitable for you. That is for you and your Practitioner. Only you and your Practitioner can see your form, and authorised WellDrop staff only where needed for support, disputes or legal reasons. See our Privacy Policy.

7.1 Your Statutory Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may have the right to cancel within 14 days of making a Booking. When you book, you expressly ask for your Treatment to be carried out on the date you choose, which may fall within that 14-day period. Up to the appointment, the cancellation terms in clauses 7.2 to 7.6 apply. Once the Treatment has been fully performed, you no longer have the right to cancel. Nothing in these Terms affects your statutory rights under these Regulations or the Consumer Rights Act 2015.

7.2 Cancelling More Than 24 Hours Before

You can cancel free of charge up to 24 hours before the scheduled start time. We will refund your Deposit in full, and the Balance will not have been charged. The Booking Fee is not refunded when you cancel.

7.3 Cancelling Within 24 Hours, or Not Attending

If you cancel within 24 hours of the scheduled start time, or do not attend, you pay the Late-Cancellation Fee, which is paid to the Practitioner straight away. We automatically refund everything else you have paid, except the Booking Fee.

If the Balance payment has failed and the Late-Cancellation Fee is more than your Deposit (this can happen for Treatments under £40), you owe the difference. We will chase it as set out in clause 6.5. If it is still unpaid after 7 days, you will not be able to make new Bookings until it is paid.

7.3A Short-Notice Bookings

For a Short-Notice Booking (clause 6.4A), nothing is refunded if you cancel or do not attend. The full Treatment Price is paid to the Practitioner.

7.4 If the Practitioner or WellDrop Cancels

If the Practitioner or WellDrop cancels your Booking, including a Short-Notice Booking, you will receive a full refund of everything you have paid, including the Booking Fee. This does not apply where the Practitioner cancels because your Balance payment failed (clause 6.5).

7.5 If Your Slot Is Rebooked

If the Practitioner rebooks your slot after you cancel late, we may reduce the amount you pay under clause 7.3 or 7.3A at our discretion and refund the difference.

7.6 Genuine Emergencies

In a genuine emergency, such as serious illness, injury or bereavement, please contact us at info@welldrop.co.uk. We may reduce the amount you pay under clause 7.3 or 7.3A at our discretion, including refunding it in full, and we may ask for reasonable evidence.

7.7 How to Cancel

To cancel, go to your upcoming Bookings in the app and tap "Cancel Booking". The time of cancellation is the time recorded by the Platform.

7.8 Refund Timing

We start refunds straight away, and refunds are made within 5 working days. Your bank may take a little longer to show them on your statement.

7A.1 If something went wrong with your Treatment, tell us within 72 hours of the appointment start time, using "Report an issue" on the Booking or by emailing info@welldrop.co.uk. Tell us what happened and include photos if you have them.

7A.2 While we look into it, we hold the Practitioner's payment.

7A.3 We will pass your report to the Practitioner and ask for their response. We aim to tell you the outcome within 14 days of your report.

7A.4 We will try to help you and the Practitioner agree an outcome, such as a full or partial refund, the Treatment being redone at no extra cost, or no further action. If you cannot agree, we will decide how the money we hold for the Booking is dealt with and explain why. This is only a decision about payment on the Platform. It is not a finding about the Treatment, and it does not stop you or the Practitioner using your legal rights, including going to court or using alternative dispute resolution.

7A.5 Please contact us before raising a chargeback with your bank. If a chargeback is raised, we will give the card issuer the records we hold. These are your acceptance of these Terms and any consents (with timestamps), booking and payment records, check-in and completion times, messages sent through the Platform and, where relevant to the dispute, your health form.

7A.6 This section does not affect your statutory rights, including your rights under the Consumer Rights Act 2015.

8.1 Treatments Are Provided by Practitioners

Treatments are provided by independent Practitioners, not by WellDrop. The Practitioner is responsible for the quality, safety and legality of the Treatment.

8.2 Consumer Rights Act 2015

Your rights under the Consumer Rights Act 2015 for the Treatment itself are against the Practitioner who provided it. Section 7A explains how to report a problem through the Platform.

8.3 Ratings and Reviews

• Only Customers who have completed a Booking can leave a rating, and each Booking can be rated once.

• Ratings must be honest and based on your own experience.

• We may remove ratings that are abusive, defamatory or otherwise breach these Terms. We do not remove ratings just because they are negative.

Practitioners are also bound by the WellDrop Practitioner Agreement. In summary:

• Listings must accurately describe the Treatment, duration, location and price, and say whether a Trainee will carry it out.

• Practitioners must hold their own treatment insurance and any registration or licence Manchester City Council requires.

• WellDrop charges Practitioners no commission. WellDrop's only revenue is the Booking Fee paid by the Customer, and WellDrop pays all Stripe fees. Practitioners receive the full Treatment Price.

• Payouts are released 72 hours after the appointment unless the Customer reports an issue.

• Practitioners are responsible for their own taxes.

You must not use the Platform to:

• give false or misleading information about yourself, your business or any Treatment;

• list or book Treatments you are not authorised, trained or insured to provide;

• manipulate ratings, reviews or the Booking system;

• contact other Users for purposes unrelated to a Booking;

• commit fraud, including chargebacks on valid Bookings or false claims;

• arrange Bookings outside the Platform with Users you first found through the Platform, for 12 months from that first contact, in order to avoid the Booking Fee;

• scrape, copy or republish Platform content without our written permission;

• upload content that is illegal, offensive, defamatory, harassing or infringes anyone's rights;

• use bots, crawlers or scrapers without our prior written consent;

• interfere with the Platform's security, integrity or availability; or

• share a Practitioner's address with anyone, or visit it other than for your Booking.

We may remove content or suspend accounts for a breach of this section.

11.1 Our Rights

The WellDrop name, logo, app design, code, database, copy and visual assets are owned by or licensed to WellDrop Ltd.

11.2 Restrictions

Without our written permission, you may not reproduce or distribute WellDrop content, use our name or logo to suggest endorsement, or decompile or reverse engineer the Platform.

11.3 Content You Submit

By submitting content (such as listings, images, ratings or messages), you confirm that you have the right to submit it. You also grant WellDrop a non-exclusive, royalty-free licence to use, display and adapt it to operate and promote the Platform.

11.4 Reporting Infringement

If you believe content on the Platform infringes your rights, email info@welldrop.co.uk with details.

12.1 Privacy Policy

Our Privacy Policy (welldrop.co.uk/privacy) explains how we collect, use and protect your personal data, including health forms.

12.2 Registration

WellDrop Ltd is registered with the Information Commissioner's Office (ICO). Registration number: ZC127005.

12.3 Your Rights

You have rights over your personal data, including access, correction, erasure and objection. See our Privacy Policy for how to exercise them.

13.1 What We Do Not Exclude

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law. Nothing affects your statutory rights.

13.2 Treatments

WellDrop does not provide Treatments. The Practitioner is responsible for the Treatment they provide, and your rights for the Treatment itself are against them (see clause 8.2 and section 7A). WellDrop is not responsible for the acts or omissions of Practitioners, including any injury, reaction, damage or loss caused by a Treatment, except where caused by our own negligence or our breach of these Terms. Your rights against the Practitioner for the Treatment, including under the Consumer Rights Act 2015, are not affected.

13.3 Our Platform

We are responsible for foreseeable loss caused by our breach of these Terms or our negligence. We are not responsible for loss that was not foreseeable, or for business losses. Except as set out in clause 13.1, our total liability to you for any claim is limited to the greater of £100 or the total Booking Fees you paid in the 12 months before the claim. This limit does not apply to refunds you are entitled to under these Terms, which we will always pay.

13.4 Events Outside Our Control

We are not responsible for delays or failures caused by events outside our reasonable control, including failures of third-party services such as Stripe, hosting providers or communications networks.

If you are a Practitioner, you agree to compensate WellDrop for claims, losses and reasonable costs arising from the Treatments you provide or your breach of these Terms or the Practitioner Agreement.

15.1 By You

You can close your account at any time.

15.2 By Us

We may close your account with reasonable notice, or immediately where clause 5.4 applies or where needed for legal, security or safety reasons.

15.3 Effect of Termination

When your account closes, your right to use the Platform ends. Confirmed Bookings are either completed or cancelled under these Terms, and any amounts already owed remain payable.

16.1 Complaints

If you have a complaint, contact us at info@welldrop.co.uk. We aim to respond within 10 working days. Problems with a Treatment are handled under section 7A.

16.2 Alternative Dispute Resolution

If we cannot resolve your complaint, you may be able to refer it to an alternative dispute resolution (ADR) provider. Information is available at gov.uk/solve-consumer-problem.

16.3 Governing Law and Courts

These Terms are governed by the laws of England and Wales. You can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

17.1 Entire Agreement

These Terms, together with our Privacy Policy and (for Practitioners) the Practitioner Agreement, form the whole agreement between you and WellDrop about the Platform.

17.2 Severability

If a court finds part of these Terms invalid, the rest stays in force.

17.3 Waiver

If we delay enforcing these Terms, we can still enforce them later.

17.4 Transfer

You may not transfer your rights under these Terms without our written consent. We may transfer ours to another organisation if this does not reduce your rights.

17.5 Third Party Rights

No one other than you and WellDrop has any right to enforce these Terms.

17.6 Notices

We will send notices to the email address on your account. You can send notices to info@welldrop.co.uk or by post to 5 Brayford Square, London, England, E1 0SG.

17.7 Language

These Terms are in English.

WellDrop Ltd

Company Number: 17165925

Registered Office: 5 Brayford Square, London, England, E1 0SG

Email: info@welldrop.co.uk

Website: welldrop.co.uk