Terms of use

1. Soul Collective’s role

Soul Collective is a marketplace connecting clients with independent practitioners. Practitioners supply their own services and are responsible for their descriptions, professional obligations and service delivery. Soul Collective supplies the platform and remains responsible for its own services, acts and omissions.

2. Accounts and conduct

Keep account information accurate and login details secure. Use Soul Collective lawfully and respectfully. Do not impersonate others, publish misleading claims, harass anyone, misuse personal information, infringe intellectual property or interfere with the platform. Only submit information you are entitled to share.

3. Practitioner services

Practitioners must accurately describe their identity, qualifications, experience, services, prices and any limitations, and maintain legally required registrations, licences and insurance. A listing does not guarantee qualifications, suitability or results.

Spiritual and wellness services are not emergency care or a substitute for qualified medical advice or treatment. Do not present them as diagnosing, treating or curing a condition without lawful authority and evidence. No spiritual or wellness outcome is guaranteed; this does not remove consumer guarantees. Read our Safety & standards.

4. Requests, offers and bookings

A request or invitation is not a confirmed booking. The practitioner’s offer states the session, attendance details, total price, expiry and cancellation terms. Booking times use the practitioner’s local timezone.

The service contract is between the client and the identified practitioner. For direct payments, accepting the total price and cancellation terms confirms the booking, with payment arranged directly with the practitioner. For Stripe payments, the booking is confirmed after successful payment. Starting checkout alone does not confirm a booking. An expired or declined offer cannot be accepted.

A proposed time change leaves the current booking in place until the other participant accepts it. Acceptance is subject to the new time remaining available.

5. Prices and payments

Directory costs A$4.95 per month and uses the practitioner’s own website and booking arrangements, without a Soul Collective calendar. Selecting a plan does not charge you; Directory billing begins through the separate subscription checkout. Manage renewal or cancellation in your subscription settings.

Bookings & payments has no monthly subscription. There is no minimum in the first month after card payments are activated for the plan. From the next monthly period, the practitioner must receive at least one qualifying card payment of A$50 or more in each monthly period. If this requirement is not met, new bookings pause. Existing appointments, messages and booking management remain accessible. Direct or offline payments do not meet the card payment requirement.

Offers show the total session price in Australian dollars. Direct payments are arranged between the client and practitioner. Recording a payment or refund in Soul Collective does not transfer money. For online payments, Stripe processes payment for the practitioner’s connected account; the practitioner pays the disclosed 1% platform fee plus Stripe processing fees. Practitioners remain responsible for their tax obligations and required receipts or invoices.

6. Cancellations, refunds and problems

Review the practitioner’s cancellation terms before accepting an offer. Those terms must comply with the Australian Consumer Law. A change of mind does not automatically create a refund right, but a cancellation policy cannot remove a remedy the law provides.

Use the booking conversation or practitioner email shown in your booking to raise a service problem or refund request. Requesting or recording cancellation in Soul Collective does not itself transfer a refund. Practitioners handle refunds through their payment account and remain responsible for refunds or other remedies they owe.

7. Content and personal information

You retain ownership of your content. Soul Collective’s permission is limited to storing, formatting and displaying it as needed to run the marketplace, with private material restricted to its intended purpose and recipients. It does not transfer ownership or permit unrelated advertising use.

Practitioners must protect client information, collect only what they need and comply with applicable privacy and professional duties. Do not publish another person’s private information or use booking details for unsolicited marketing.

Read the Privacy notice for how platform information is handled and how to request access, correction or account closure.

8. Consumer rights and responsibility

Australian Consumer Law rights, including applicable guarantees of due care and skill, fitness for a disclosed purpose and supply within a reasonable time, remain available. Remedies may include fixing a problem, cancellation, refund or compensation, depending on the circumstances.

Nothing here excludes non-excludable rights or remedies, waives liability for negligence or personal injury, or caps liability at a booking or platform fee. Responsibility for loss is determined by applicable law and each party’s conduct.

9. Fair platform decisions and changes

Platform action for unlawful conduct, material breaches or credible safety and security risks must be proportionate, with reasons and a reasonable opportunity to respond unless urgent action or the law prevents it. Suspension must not remove existing refund rights or service obligations.

Material changes to these terms must be notified in advance and apply prospectively. They must not rewrite existing accepted bookings or remove accrued rights. Users may stop future use without losing existing claims. These terms do not require compulsory arbitration or restrict lawful complaints to regulators or courts.