terms of service

General Terms & Conditions

SOUL General Terms

GENERAL TERMS AND CONDITIONS

Consumer bookings and use of SOUL wellness facilities

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Please read these terms before booking. They apply to consumer wellness services supplied directly by SOUL Wellness C.I.C. A short service-specific document also applies to each facility or package. SOULcare memberships have separate Membership Terms.

A. Key terms at a glance

Contract: Formed when SOUL confirms the booking or begins supplying the service, whichever happens first.

Payment: Full payment is normally required at booking unless the confirmation says otherwise.

Cancellation: The notice period, disclosed refund fee and consequences are stated in the applicable service terms.

If SOUL cancels: Choose a reasonable alternative, account credit or refund without a cancellation-fee deduction.

Safety: Complete requested screening, follow instructions and stop if you feel unwell.

Your rights: Nothing in these terms removes statutory consumer rights.

1. About us and your contract

SOUL Wellness C.I.C. (company number 15059642), trading as SOUL Wellness Hub & Cafe, is referred to as “SOUL”, “we”, “us” or “our”. “You” means the person making the booking and, where relevant, the person attending. If you book for someone else, you must give them the applicable terms and safety information before attendance.

Your booking is an offer. A binding contract forms when we send confirmation or begin supplying the service, whichever occurs first. The contract comprises the confirmation, these General Terms, the applicable service terms and documents expressly incorporated in them. Mandatory consumer law always takes priority.

2. Booking information and payment

Before you order, we will provide the service description, date or period, duration, total price, payment arrangements, material restrictions and cancellation information. Prices are in pounds sterling and include VAT where applicable. You must provide accurate contact and booking information.

A booking is personal to the named attendee and may be transferred only with our agreement. We may refuse an order for a lawful reason, including unavailability, an obvious pricing error, suspected fraud or a material safety concern. If payment has been taken and we refuse the order, we will refund it.

3. Statutory cancellation rights

If you contract online, by telephone or away from our premises, you may normally have 14 days beginning the day after the contract is made to cancel. However, this statutory right may not apply to leisure services booked for a specific date or period. The service-specific contractual cancellation policy continues to apply whether or not a statutory right applies.

Where a statutory right applies, cancel by any clear statement sent through an available cancellation channel. If you expressly request supply during the cooling-off period and cancel before full performance, you may have to pay a proportionate amount for what has been supplied. The right is lost following full performance only where the applicable legal requirements have been met. Any refund due will be made within 14 days using the original payment method unless agreed otherwise.

4. Contractual cancellations and rescheduling

The applicable service terms state the notice period and any fixed cancellation administration fee. For a timely customer cancellation, the stated fee is deducted whether you choose a refund or credit issued as a voucher. Bookings paid entirely with a SOULcare benefit remain exempt as stated in the service terms. Where a fixed fee applies, it covers cancellation administration and any payment-processing cost that we cannot recover; no separate processing fee is added. The fee does not apply where SOUL cancels or a full refund is required by law.

For a late cancellation or no-show, we may retain or charge only an amount that fairly reflects our reasonably unavoidable loss, up to the booking price. We will take reasonable steps to refill the booking and reduce the charge accordingly. Any administration or payment-processing cost is included within that amount and is not added again.

Cancel through the booking system where available or contact us by email or telephone. Cancellation takes effect when received. Special consideration may be given for emergencies or exceptional circumstances, but this does not reduce any legal right.

5. Arrival and attendance

Arrive by the time stated in the confirmation. Late arrival may shorten the session or prevent admission where safe use is no longer possible. We cannot extend a session if this would delay another customer. Any charge will be applied fairly in light of the circumstances and loss caused.

6. If SOUL cancels or changes a booking

If we cancel or materially change a booking, you may choose a reasonable alternative, account credit or refund for the affected service without deduction of a cancellation administration fee. If an element of a package changes, the package terms explain whether you may cancel the affected element or the whole package. We will take reasonable steps to notify you and minimise disruption.

7. Service standards and refunds

We will provide services with reasonable care and skill and as described. Completed services are not refundable merely because you change your mind. This does not affect rights under the Consumer Rights Act 2015, including a right to repeat performance or an appropriate price reduction where applicable.

8. Health, safety and venue rules

Our services support general wellbeing and are not a substitute for medical diagnosis, advice or treatment. Decide whether a service is suitable and obtain appropriate medical advice where necessary. Complete requested screening accurately, report relevant changes, follow instructions and stop if you feel unwell.

We may refuse or stop participation where reasonably necessary for health, safety, hygiene, intoxication, unlawful conduct, abuse, harassment or serious disruption. We will act proportionately. Any refund will be assessed fairly in light of the reason, services supplied and loss we may lawfully recover.

SOUL is an alcohol-free venue. Alcohol must not be brought onto, supplied, sold or consumed anywhere on the premises. Food purchased elsewhere must not be consumed on the premises, unless agreed by us as a reasonable adjustment, required for a medical need or infant feeding, or otherwise required by law.

9. Damage, contamination and cleaning

You are responsible for reasonable, evidenced direct costs of damage caused by your deliberate act or negligence. Contamination is dealt with separately: the float-tank, infrared-sauna, hot-tub and ice-bath terms provide for limited recovery of restoration costs where you cause contamination, including accidentally or involuntarily and without negligence. That provision applies only if the applicable service terms and maximum charge were clearly brought to your attention before booking. It also applies to sessions paid for with a membership benefit or voucher; the cancellation-fee exemption does not exempt contamination costs.

For those contamination charges, SOUL must establish, on the available evidence, that it is more likely than not that you caused the contamination and that the work was reasonably necessary. Attendance alone does not establish responsibility. The charge is limited to the actual, reasonable cost of additional cleaning, disinfection, necessary replacement materials and water or solution, attributable utilities and staff or specialist time needed to restore safe use. It excludes routine cleaning, ordinary wear and expected effects of normal permitted use, pre-existing contamination, equipment defects and any costs caused by SOUL or its staff failing to use reasonable care or follow appropriate procedures. We will not charge you for another person’s contribution to an incident.

We will take reasonable steps to minimise the cost, replace only what is necessary, and deduct savings and amounts already recovered for the same loss. No profit mark-up, fixed penalty, lost revenue or additional administration or processing fee will be added to a contamination charge. The service-specific limit is a maximum for the whole incident, not a standard charge; we will not bypass it by describing the same contamination loss as damage or claiming it under another clause.

We will send you a written account of the incident, the evidence linking it to you and an itemised calculation supported by records or invoices, with unrelated personal information removed. You will have at least 14 days to respond before payment is due, and longer where reasonably needed. We will consider your explanation, relevant circumstances and any reasonable adjustments required by law, and give reasons for our decision. A timely dispute will pause collection while we review and reply; silence is not acceptance. These terms do not authorise an automatic debit from a stored payment method for contamination: we will seek payment separately. You retain your right to dispute liability or the amount and to use the complaints process or courts. Nothing in this section overrides statutory rights or permits recovery of a charge that is unlawful or unfair.

10. Independent practitioners

A service supplied and charged for directly by an independent practitioner is contracted with that practitioner, not SOUL, unless the booking expressly identifies SOUL as the supplier. The practitioner must provide their own identity, price, cancellation terms and required information. SOUL remains responsible for services it contracts to supply, including work performed by its employees or subcontractors.

11. Liability

We are responsible for foreseeable loss or damage caused by our breach or failure to use reasonable care and skill. We are not responsible for unforeseeable loss, business loss suffered by a consumer, or loss caused solely by your failure to follow reasonable instructions or disclose requested relevant information.

Nothing excludes or limits liability where unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights. Secure personal belongings; we are responsible for loss or damage to them only where caused by our failure to use reasonable care.

12. Personal information

We process personal information under applicable data-protection law and our Privacy Notice. Health information is special-category personal data. Our Privacy Notice and any separate consent request explain the purposes, legal bases, special-category condition, sharing, retention and your rights. We collect only information reasonably needed for safe service delivery and administration.

13. Complaints

Please raise concerns promptly using the contact details above. We will acknowledge the complaint and aim to provide a substantive response within a reasonable time. You retain any right to use an applicable dispute-resolution scheme or pursue a claim through the courts.

14. Events outside our control

We are not responsible for delay or failure caused by an event outside our reasonable control. We will take reasonable steps to minimise disruption. If we cannot supply the service, we will provide an appropriate alternative, credit or refund as required by law.

15. Changes and other legal terms

We may update these terms for legal, safety or reasonable operational reasons. A change does not retrospectively alter an accepted booking. We may transfer our rights and obligations if this does not reduce your rights. If a court finds part unenforceable, the remainder continues. A delay enforcing a right is not a waiver. No third party may enforce the contract under the Contracts (Rights of Third Parties) Act 1999.

16. Governing law and courts

These terms are governed by the laws of England and Wales. If you live in England or Wales, its courts have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Mandatory consumer protections applying where you live remain unaffected.

SOULcare Membership Terms & Conditions

SOULcare Memberships

MEMBERSHIP TERMS AND CONDITIONS

One-month rolling membership | Cancel at any time

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Please read these terms before joining. They explain how your membership starts, renews and ends, how payments work, and the rules for using SOULcare benefits.

A. Key terms at a glance

Start date: Your membership begins when we confirm your purchase, unless your confirmation states a later date.

Rolling term: There is no fixed minimum term. Membership continues one Membership Month at a time.

Renewal and payment: Payment is taken automatically on the same numerical date each month, or on the final day of a shorter month.

Cancel at any time: Cancel through the member portal or by a clear email to us. No cancellation fee applies.

After cancellation: Membership remains active until the end of the Membership Month already paid for. We will not take the next payment if cancellation is received before it is processed.

Bookings: Benefits require advance booking and are subject to availability, plan limits, safety requirements and the applicable booking terms.

Monthly benefits: Unless your Plan Description states otherwise, a “monthly” benefit is available once in each Calendar Month and resets on the first day of the next Calendar Month.

1. About these terms

These Membership Terms apply to every SOULcare membership supplied by SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe (“SOUL”, “we”, “us” or “our”), to an individual member (“you” or “your”).

Your contract consists of: (a) these Membership Terms; (b) the plan name, price, benefits and limits shown at checkout and in your confirmation (the “Plan Description”); (c) our General Terms and Conditions, so far as they apply to bookings and use of our facilities; and (d) the facility and safety rules made available for each booked service.

If there is a conflict, the Plan Description takes priority for the price and benefits purchased; these Membership Terms take priority for membership billing, renewal and cancellation; and mandatory consumer law always takes priority. Nothing in these terms affects your statutory rights.

2. Definitions

“Calendar Month” means the period from the first to the final day of a named month. “Membership Month” means each billing and access period beginning on the Start Date or a Renewal Date and ending at the end of the day before the next Renewal Date. “Renewal Date” means the monthly anniversary of the Start Date, adjusted under clause 6.3 where a month has no corresponding date. “Start Date” means the date stated in our confirmation. “Facilities” means the activities, classes, spaces, services and equipment included in your Plan Description.

Calendar Months determine when benefits described as monthly reset. Membership Months determine billing, renewal and the date access normally ends after cancellation. These periods may begin and end on different dates.

3. Eligibility and membership account

• You must be at least 18 years old to buy a membership. Individual Facilities may have additional age or eligibility requirements.

• You must provide accurate, current contact, payment and requested health information and keep it updated.

• Membership is personal. You must not share, transfer or resell your account, booking access or benefits unless we agree in writing.

• You are responsible for keeping your member-portal login secure and for promptly reporting suspected unauthorised use.

4. Joining and contract formation

Your order is an offer to buy the selected plan. A binding contract is formed when we accept the order and send confirmation, or first make membership benefits available, whichever happens first. We may refuse an order for a lawful reason, including an obvious pricing error, inability to supply the plan, a material safety concern or suspected misuse. If payment has already been taken, we will refund it.

Membership begins on the Start Date. If you choose immediate activation, you expressly request that we begin supplying the membership during any applicable statutory cooling-off period. Clause 8 explains the effect of that request.

5. Plans and benefits

Your Plan Description identifies the benefits, usage limits and monthly price. The checkout information and confirmation are the authoritative record of the plan purchased. Prices advertised for new members do not alter the price of an existing membership.

• All Facilities and classes are subject to advance booking, availability, opening hours, instructor or practitioner availability, maintenance, capacity, safety checks and applicable eligibility rules.

• “Unlimited” means subject to reasonable personal use and any booking limits in the Plan Description. It does not guarantee availability. Unless otherwise stated, infrared-sauna use is limited to one session of up to one hour per member per day.

• A benefit described as “per month” or “monthly” is available once during each Calendar Month while membership is active, unless the Plan Description states another reset period. It resets on the first day of the next Calendar Month, regardless of the Start Date or Renewal Date.

• Monthly benefits are not pro-rated for a partial Calendar Month. The stated allowance is available while membership is active during that month, subject to availability and these terms.

• A weekly allowance must be booked and used during the relevant Monday-to-Sunday week. Unused monthly or weekly allowances expire without refund or cash value and do not roll over unless the Plan Description expressly says otherwise.

• Only benefits expressly included in the Plan Description are covered. Food, drink, retail products, independent practitioners, special events and other services are excluded unless expressly included.

6. Monthly price, payment and automatic renewal

6.1 Monthly price

You must pay the monthly price shown at checkout. Prices include applicable VAT unless stated otherwise.

6.2 Payment authority

You authorise us and our payment provider to charge your selected payment method on the Start Date and automatically on every Renewal Date until membership ends. There is no fixed minimum term and no cancellation fee.

6.3 Renewal Date

The Renewal Date normally has the same numerical day as the Start Date. If a month has no corresponding date, payment is due on that month’s final calendar day. The original numerical date resumes where possible. For example, a membership starting on 31 January renews on the final day of February and then on 31 March.

6.4 What renewal buys

Each renewal payment buys the next Membership Month. We will not take payment before its Renewal Date unless you expressly agree otherwise. You must keep a valid payment method on file. Your bank or payment provider may apply its own charges.

7. Cancelling your rolling membership

7.1 You may cancel at any time, without giving a reason or paying a cancellation fee, through the cancellation option in the member portal or by emailing info@soulwellnesshub.com with a clear statement that you want to cancel. You may also use the contact details at the start of these terms.

7.2 Cancellation stops automatic renewal. Membership remains active until the end of the Membership Month already paid for, and you may use remaining benefits during that period, subject to these terms. We will not take the following payment if cancellation is received before that payment is processed.

7.3 If you cancel on a Renewal Date after the renewal payment has already been processed, that payment ordinarily covers the new Membership Month and membership ends at the end of the day before the following Renewal Date. This does not affect a statutory cancellation or refund right. If we process payment after receiving an effective cancellation in error, we will refund it promptly.

7.4 We will acknowledge cancellation in writing and confirm the membership end date. Unless required by law, ordinary cancellation does not create a refund for a partly used Membership Month or unused benefits.

8. Statutory cooling-off rights

8.1 If you buy online, by telephone or away from our premises, you will normally have a legal right to cancel within 14 days beginning the day after the contract is made. You may exercise that right by any clear statement, including through the member portal or by email. You do not have to give a reason or use a particular form.

8.2 If you expressly requested immediate activation and cancel during the cooling-off period, we may deduct or charge only the proportionate amount permitted by law for membership services actually supplied before cancellation. The calculation will take account of the elapsed access period and any benefits used, where legally relevant. If supply has not begun, we will refund in full.

8.3 Any refund due will be made within 14 days after we are informed of cancellation, using the original payment method unless agreed otherwise. If the law gives you more favourable rights, those rights apply.

9. Bookings, cancellations and attendance

Membership does not itself reserve a place. You must book each session or class through an available booking channel and comply with the confirmation, General Terms and applicable facility rules.

• Cancel a booking within the notice period stated for that service. A late cancellation or non-attendance may be treated as use of the relevant allowance. Repeated misuse may lead to reasonable booking restrictions after warning.

• Arrive in sufficient time for check-in and safety steps. Late arrival may shorten a session or mean we cannot safely admit you.

• Bookings are for the named member only. We may request reasonable proof of identity or active membership.

• Membership benefits cannot be combined with another offer unless the offer expressly permits it.

10. Health, safety and responsible use

Our services support general wellbeing and are not a substitute for medical diagnosis, advice or treatment. You remain responsible for deciding whether a Facility is suitable and for obtaining appropriate medical advice where necessary.

• Complete requested consultation or consent information accurately and tell us promptly about relevant changes in health, medication, pregnancy or physical condition.

• Follow staff instructions, hygiene requirements, displayed rules and reasonable safety limits. Do not use a Facility while under the influence of alcohol or non-prescribed drugs, or where use would be unsafe.

• Stop immediately and seek assistance if you feel unwell. We may refuse or stop use where reasonably necessary to protect you or another person.

• Treat staff, practitioners and customers respectfully. Harassment, abuse, deliberate damage, unsafe conduct and serious disruption are prohibited.

If we refuse a particular session for a genuine health or safety reason, we will act reasonably. That decision does not automatically create a refund of the whole membership, but your statutory rights remain unaffected.

11. Changes to your plan

Changes requested by you

You may request an upgrade or downgrade through the portal or by contacting us. The effective date, any proportionate charge or credit, and the benefits available will be confirmed before the change takes effect. Unless otherwise agreed, a downgrade takes effect on the next Renewal Date.

Price changes

A price advertised for new members does not alter your existing recurring price. If we propose to change your price, we will give at least 30 days’ clear written notice. An increase will not take effect before a Renewal Date. The notice will state the new price, its effective date and how to cancel. You may cancel before the first payment at the new price.

Reasonable changes to services

We may make reasonable changes to timetables, instructors, equipment, booking processes, opening hours or facility rules for safety, legal, operational or service-improvement reasons. We will not materially reduce the core benefits of a paid Membership Month without a reasonable alternative, credit or proportionate refund. For a significant continuing reduction, we will give reasonable notice and allow cancellation before it takes effect.

12. Failed payments

If payment fails, we may notify you and retry it. Access may be suspended while payment remains overdue. We will not charge a late-payment or collection fee unless it is lawful, fair, proportionate and disclosed before it is incurred. If payment is not resolved within a reasonable period, we may end membership by written notice. You remain responsible for sums properly due for a period already supplied, subject to your legal rights.

13. Suspending or ending membership

We may suspend or end membership immediately where reasonably necessary because of serious or repeated breach, fraud, sharing or resale of benefits, abusive or dangerous behaviour, a material safety risk or unlawful activity. Where an issue can reasonably be corrected, we will normally explain it and allow an opportunity to do so first.

We may end a plan or all memberships for operational reasons by giving at least 30 days’ notice where reasonably possible. We will refund any prepaid amount covering the period after the end date. If we end membership for serious breach, any refund will be determined fairly in light of services supplied and losses we may lawfully recover.

14. Facility closures and events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, such as utility failure, severe weather, fire, flood, epidemic, industrial action or government restriction. We will take reasonable steps to minimise disruption. If a closure materially prevents use for a significant part of a paid Membership Month, we will offer an appropriate extension, credit, alternative or proportionate refund where required by law.

15. Liability

15.1 We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or both parties knew it might happen when the contract was made.

15.2 We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights under the Consumer Rights Act 2015.

15.3 We are not responsible for loss that is not foreseeable, business loss suffered by a consumer, or loss caused by your failure to follow reasonable instructions or disclose requested relevant health information, except to the extent we caused or contributed to that loss.

15.4 Please secure personal belongings. We are responsible for loss or damage to them only where caused by our failure to use reasonable care.

16. Personal information

We process personal information under applicable data-protection law, including the UK GDPR and Data Protection Act 2018, and our Privacy Notice. Health information is special-category personal data. Our Privacy Notice and any separate consent request explain the purposes, legal bases and special-category condition we rely on, sharing, retention and your rights. We collect only information reasonably needed for safe service delivery and membership administration.

17. Complaints

Please raise any concern promptly using the contact details at the start of these terms so that we can investigate and try to resolve it. We will acknowledge the complaint and aim to provide a substantive response within a reasonable time. You retain the right to pursue any remedy available through the courts or an applicable dispute-resolution scheme.

18. Changes to these Membership Terms

We may update these terms for legal, regulatory, safety, security or reasonable operational reasons. We will give reasonable advance written notice of a change that materially disadvantages you. It will take effect no earlier than your next Renewal Date unless the law or an urgent safety or security issue requires otherwise. You may cancel before it takes effect. Changes will not retrospectively remove benefits already paid for.

19. General legal terms

19.1 We may transfer our rights and obligations to another organisation if this does not reduce your rights. We will tell you in writing. You may not transfer your membership without our written agreement.

19.2 This contract is between you and us. No other person has a right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

19.3 If a court finds part of these terms unlawful or unenforceable, the remaining parts continue in force. A delay in enforcing a right is not a waiver.

19.4 Notices to you may be sent to the latest email or postal address you provide. Membership cancellation may be sent through the channels in clause 7. Other notices to us may be sent using the contact details at the start of these terms.

19.5 These Membership Terms, the Plan Description, the applicable General Terms and Conditions, and documents expressly referred to in them form the agreement concerning your membership. Nothing in this clause excludes statements or information that consumer law treats as binding.

20. Governing law and courts

These terms and your membership are governed by the laws of England and Wales. If you live in England or Wales, its courts will have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Mandatory consumer protections applying where you live remain unaffected.

Schedule 1. Practical examples and cancellation wording

Cancellation example

Example 1 – cancellation before renewal: If your membership starts on 12 September, it normally renews on the 12th of each month. If we receive your cancellation on 27 October, your membership remains active until the end of 11 November and no renewal payment is taken on 12 November.

Example 2 – cancellation after renewal: If instead we receive your cancellation on 12 November after that day’s renewal payment has been processed, your membership normally remains active until the end of 11 December and no renewal payment is taken on 12 December. Any statutory cancellation or refund right remains unaffected.

Calendar-month benefit example

If your plan includes one float session per month and membership starts on 20 September, you may use one float between 20 and 30 September. The allowance resets on 1 October even though payment does not renew until 20 October. Each allowance must be used while membership is active and expires at the end of that Calendar Month if unused.

Cooling-off cancellation wording

You may cancel during an applicable statutory cooling-off period using this wording or any other clear statement: “I give notice that I cancel my SOULcare membership. Name: [name]. Email used for purchase: [email]. Purchase date: [date].”

SOULrecharge Spa Day Terms & Conditions

SOULrecharge

TERMS AND CONDITIONS

Day packages and included wellness services

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 3 September 2026

Cancellation notice: 48 hours

Cancellation fee: £10 (includes administration and payment processing)

Package contents: As shown at checkout and in the booking confirmation

These terms apply to a SOULrecharge day package supplied by SOUL. The General Terms and the separate terms for every included facility also apply. Only the services, refreshments and other items expressly listed at checkout and in the confirmation are included.

1. Booking and payment

Full payment is required when booking unless the confirmation says otherwise. Before payment, we will show the package contents, timetable or approximate duration, total price, material restrictions and any service supplied directly by an independent practitioner.

2. Cancellation and rescheduling

Cancel or reschedule at least 48 hours before the package start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £10 cancellation administration fee. The fee covers staff time already incurred arranging the package, coordinating facilities and liaising with practitioners, together with any payment-processing cost that SOUL cannot recover; no separate processing fee is added. It does not apply where SOUL cancels or a full refund is required by law.

If you cancel with less than 48 hours’ notice, we may charge or retain up to 50% of the package price, but only to the extent this fairly reflects our reasonably unavoidable loss. For a no-show, the charge may be up to the full package price on the same basis. The £10 administration and payment-processing cost is included within that amount and is not added again. We will take reasonable steps to reallocate appointments and reduce the charge accordingly. Statutory rights explained in the General Terms remain unaffected.

3. Arrival and timetable

Arrive at the time stated in the confirmation. Late arrival may shorten or remove an activity where necessary for safety or later bookings. We cannot guarantee that a missed activity can be rearranged on the day, but we will act reasonably and explain available alternatives.

4. Included facilities and safety

You must read and follow the separate terms for each facility included in your package. Complete requested safety information accurately and tell us about relevant health changes before participating. We may change the order, shorten an activity or refuse participation where reasonably necessary for safety. Any refund will be assessed fairly under the General Terms.

5. Independent practitioners

If a practitioner supplies and charges for a service directly, your contract for that service is with the practitioner. The booking information must make this clear and provide or link to the practitioner’s terms. If SOUL contracts to provide the service, SOUL remains responsible for it, including where a practitioner acts as our subcontractor.

6. Changes or cancellation by SOUL

If an element becomes unavailable, we will offer a reasonable substitute. If the change is material, you may reject the substitute and receive an appropriate price reduction or cancel the affected package for a refund. Where the package’s main purpose can no longer be provided, you may cancel the whole package and receive a refund for services not supplied.

7. General legal terms

The General Terms govern service standards, liability, personal information, complaints, events outside our control, governing law and other legal matters.

 FAR Infrared Sauna Terms & Conditions

Infrared Sauna

TERMS AND CONDITIONS

Booking, safety and facility rules

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Session: 60 minutes including changing and showering

Minimum age: 16

Cancellation notice: 24 hours

Cancellation fee: £1.00 (includes administration and payment processing)

These terms apply to each infrared-sauna session booking supplied by SOUL. They supplement the SOUL General Terms and Conditions (“General Terms”). If there is a conflict, these terms take priority for the practical use and safety of this service; mandatory consumer law always takes priority.

Important: contamination you cause, including accidental or involuntary contamination without negligence, may lead to a charge for necessary restoration costs up to £50. This is not an automatic fee. See section 5 below and section 9 of the General Terms for the limits, exclusions and dispute procedure.

1. Booking, payment and cancellation

Full payment is normally required when booking. The price, date, time and duration are shown before payment and in the confirmation.

Cancel or reschedule at least 24 hours before the session start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £1.00 cancellation administration fee. This disclosed fee covers cancellation administration and any payment-processing cost that SOUL cannot recover; no separate processing fee is added. The fee does not apply to a booking paid entirely with a SOULcare benefit, where SOUL cancels, or where a full refund is required by law.

If less notice is given, SOUL may retain or charge an amount reflecting the reasonably unavoidable loss caused by the cancellation, up to the booking price. SOUL will take reasonable steps to refill the slot and reduce the charge accordingly. Any administration or payment-processing cost is included within that amount and is not added again. A member’s late cancellation or no-show may be treated as use of the relevant allowance.

The General Terms explain statutory cancellation rights, what happens if SOUL cancels, late arrival, service standards, liability, privacy and other legal matters.

2. General safety and conduct

• Follow the briefing, displayed rules and reasonable staff instructions.

• Do not attend while under the influence of alcohol or non-prescribed drugs, while affected by a contagious illness, or with an uncovered open wound.

• Give accurate answers to requested safety questions and tell staff about relevant health conditions, pregnancy, medication, allergies, recent procedures or anything else that may affect safe participation.

• Stop immediately and seek assistance if you feel faint, unwell, distressed, unusually short of breath or experience pain.

• Move carefully on wet surfaces, respect other customers’ privacy and leave the area in a safe and tidy condition.

Important: SOUL’s wellness services are not medical treatment or a substitute for diagnosis or advice. If you are unsure whether the service is suitable, obtain advice from an appropriately qualified healthcare professional before booking or attending.

3. Sauna rules and etiquette

1. Talking

• Respect others’ right to peace and quiet: Although chatting, storytelling and even singing is encouraged within the saunas, be mindful of the atmosphere within the sauna and consider others’ individual needs.

• Please lovingly assert your boundaries: respectfully request to not be involved in conversation if you want a peaceful inward experience. The sauna space is a place intended for people to relax, and recuperate in whichever way feels suited to them.

• It’s nothing personal!: Don’t be offended if someone wants to sit in silence, stillness, or meditation.

2. Nudity

• Respect everyone’s choice: You can use our sauna in the nude, with a towel, or with a swim suit/trunks. Whichever way you feel comfortable, is the right way for you.

• We are a pro individual choice, zero judgement space: Traditionally a sauna is enjoyed in the nude, this is the most hygienic way, as it allows for better detoxification. Some prefer to wear a towel around the body, or swim-ware in the sauna. Everyone is free to choose.

• Always sit on a towel: This helps keep the sauna clean and hygienic for the next person.

3. Showering & Drying Yourself

• Shower before and after using the infrared sauna. Please towel dry yourself after showering: Thoroughly dry yourself before entering, or re-entering the sauna. Keep our sauna safe, take care not to get the floor wet, as this can be dangerous and cause others to slip.

• Place used towels in the towel basket provided: There is wash basket marked for used towels, if you are using one of our towels, please place it in there for us to clean.

• Please don’t leave wet towels on the benches, or floor. Your co-operation is very much appreciated.

4. Outdoor Shoes

• Leave your shoes on the shoe rack outside the sauna room: Strictly no outdoor footwear in the sauna room, or the infrared sauna please. Going in the sauna barefoot, with flip flops, or other suitable indoor only footwear is ok. This helps keep the sauna a hygienic, and clean space for everyone to enjoy.

• Do not use the infrared sauna with oils, lotions, creams or jewellery on your body.

4. Heat exposure and medical advice

Infrared heat can cause overheating, dehydration, dizziness or fainting. Do not use the infrared sauna if you have a communicable or infectious disease or illness, a skin disorder, large open cuts or wounds, are taking powerful sedatives, or have schizophrenia.

Do not use the infrared sauna without your doctor’s permission if you have epilepsy, diabetes, kidney failure, chronic heart disease, or any other condition that may be adversely affected by heat exposure.

Do not use the infrared sauna if you have incontinence, and do not voluntarily or involuntarily release bodily fluids into the sauna. Do not use it during your menstrual cycle without appropriate sanitary products.

The infrared sauna is unsuitable during pregnancy. Do not use it if you are pregnant. If you are taking any medication or are under medical care for any reason, consult your own doctor before using the infrared sauna.

5. Damage, belongings and responsibility

If you cause contamination of the infrared sauna with blood, urine, faeces, vomit, transferable hair dye or other material that reasonably requires work beyond routine between-session cleaning to restore safe use, you must pay the actual, reasonable and evidenced restoration costs, up to £50 in total per incident. This applies even if the incident is accidental or involuntary and you were not negligent. The exclusions, cost limits, evidence requirements and dispute procedure in section 9 of the General Terms apply. £50 is a maximum, not an automatic charge. Ordinary sweating and other expected effects of normal permitted use are not chargeable. Report any incident to staff promptly.

Secure personal belongings and follow all reasonable instructions. Nothing in these terms excludes SOUL’s responsibility for foreseeable loss caused by its breach or failure to use reasonable care and skill, death or personal injury caused by negligence, fraud, or statutory consumer rights.

​​​

Float Tank Terms & Conditions

Float Tank

TERMS AND CONDITIONS

Booking, safety and facility rules

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Session: 60 minutes in the tank, with 10 minutes before and after for showering

Minimum age: 18 years

Arrival: At least 10 minutes early, particularly for a first visit

Cancellation notice: 24 hours

Cancellation fee: £4.50 (includes administration and payment processing)

These terms apply to each float-tank session booking supplied by SOUL. The float tank is available only to customers aged 18 and over. They supplement the SOUL General Terms and Conditions (“General Terms”). If there is a conflict, these terms take priority for the practical use and safety of this service; mandatory consumer law always takes priority.

Important: contamination you cause, including accidental or involuntary contamination without negligence, may lead to a charge for necessary restoration costs up to £1,000. This is not an automatic fee. See section 5 below and section 9 of the General Terms for the limits, exclusions and dispute procedure.

1. Booking, payment and cancellation

Full payment is normally required when booking. The price, date, time and duration are shown before payment and in the confirmation.

Cancel or reschedule at least 24 hours before the session start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £4.50 cancellation administration fee. This disclosed fee covers cancellation administration and any payment-processing cost that SOUL cannot recover; no separate processing fee is added. The fee does not apply to a booking paid entirely with a SOULcare benefit, where SOUL cancels, or where a full refund is required by law.

If less notice is given, SOUL may retain or charge an amount reflecting the reasonably unavoidable loss caused by the cancellation, up to the booking price. SOUL will take reasonable steps to refill the slot and reduce the charge accordingly. Any administration or payment-processing cost is included within that amount and is not added again. A member’s late cancellation or no-show may be treated as use of the relevant allowance.

The General Terms explain statutory cancellation rights, what happens if SOUL cancels, late arrival, service standards, liability, privacy and other legal matters.

2. General safety and conduct

• Follow the briefing, displayed rules and reasonable staff instructions.

• Do not attend while under the influence of alcohol or non-prescribed drugs, while affected by a contagious illness, or with an uncovered open wound.

• Give accurate answers to requested safety questions and tell staff about relevant health conditions, pregnancy, medication, allergies, recent procedures or anything else that may affect safe participation.

• Stop immediately and seek assistance if you feel faint, unwell, distressed, unusually short of breath or experience pain.

• Move carefully on wet surfaces, respect other customers’ privacy and leave the area in a safe and tidy condition.

Important: SOUL’s wellness services are not medical treatment or a substitute for diagnosis or advice. If you are unsure whether the service is suitable, obtain advice from an appropriately qualified healthcare professional before booking or attending.

3. Float-tank rules

• Shower before and after floating. Do not enter with oils, lotions, creams or jewellery on your body. Wait at least two weeks after having your hair dyed, or until colour no longer transfers onto a clean towel after washing, before floating.

• Do not use the tank with a communicable or infectious disease or illness, a skin disorder, large open cuts or wounds, incontinence, or anything else that could contaminate the water. Do not voluntarily or involuntarily release bodily fluids into the float tank.

• Do not use while significantly sedated or impaired. Tell staff if enclosed spaces, sensory deprivation or being alone may cause distress.

• Do not use the float tank during your menstrual cycle without an appropriate sanitary product. Free bleeding is not permitted. If stinging or discomfort occurs, leave the tank and rinse with clean water.

• The water contains Epsom salt and uses hydrogen peroxide within the treatment system. Tell us about relevant allergies or sensitivities.

4. When to obtain medical advice

The float tank is not recommended during the first trimester of pregnancy. For other stages of pregnancy, you must consult a healthcare provider before use.

Do not use the float tank if you are taking powerful sedatives or have schizophrenia. Do not use it without your doctor’s permission if you have epilepsy, diabetes, kidney failure, chronic heart disease, or a condition that may be adversely affected by cutaneous absorption of magnesium.

If you are taking any medication or are under medical care for any reason, consult your own doctor before using the float tank. Staff may refuse use where a disclosed condition cannot be accommodated safely.

5. Damage, belongings and responsibility

If you cause contamination of the float tank with blood, urine, faeces, vomit, transferable hair dye or other material that reasonably requires work beyond routine between-session cleaning to restore safe use, you must pay the actual, reasonable and evidenced restoration costs, up to £1,000 in total per incident. This applies even if the incident is accidental or involuntary and you were not negligent. The exclusions, cost limits, evidence requirements and dispute procedure in section 9 of the General Terms apply. £1,000 is a maximum, not an automatic charge. Ordinary sweating and other expected effects of normal permitted use are not chargeable. Report any incident to staff promptly.

Secure personal belongings and follow all reasonable instructions. Nothing in these terms excludes SOUL’s responsibility for foreseeable loss caused by its breach or failure to use reasonable care and skill, death or personal injury caused by negligence, fraud, or statutory consumer rights.

 Hot Tub Terms & Conditions

Hot Tub

TERMS AND CONDITIONS

Booking, safety and facility rules

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Session: 60 minutes

Minimum age: 16

Cancellation notice: 24 hours

Cancellation fee: £4.00 (includes administration and payment processing)

These terms apply to each hot-tub session booking supplied by SOUL. They supplement the SOUL General Terms and Conditions (“General Terms”). If there is a conflict, these terms take priority for the practical use and safety of this service; mandatory consumer law always takes priority.

Important: contamination you cause, including accidental or involuntary contamination without negligence, may lead to a charge for necessary restoration costs up to £200. This is not an automatic fee. See section 5 below and section 9 of the General Terms for the limits, exclusions and dispute procedure.

1. Booking, payment and cancellation

Full payment is normally required when booking. The price, date, time and duration are shown before payment and in the confirmation.

Cancel or reschedule at least 24 hours before the session start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £4.00 cancellation administration fee. This disclosed fee covers cancellation administration and any payment-processing cost that SOUL cannot recover; no separate processing fee is added. The fee does not apply to a booking paid entirely with a SOULcare benefit, where SOUL cancels, or where a full refund is required by law.

If less notice is given, SOUL may retain or charge an amount reflecting the reasonably unavoidable loss caused by the cancellation, up to the booking price. SOUL will take reasonable steps to refill the slot and reduce the charge accordingly. Any administration or payment-processing cost is included within that amount and is not added again. A member’s late cancellation or no-show may be treated as use of the relevant allowance.

The General Terms explain statutory cancellation rights, what happens if SOUL cancels, late arrival, service standards, liability, privacy and other legal matters.

2. General safety and conduct

• Follow the briefing, displayed rules and reasonable staff instructions.

• Do not attend while under the influence of alcohol or non-prescribed drugs, while affected by a contagious illness, or with an uncovered open wound.

• Give accurate answers to requested safety questions and tell staff about relevant health conditions, pregnancy, medication, allergies, recent procedures or anything else that may affect safe participation.

• Stop immediately and seek assistance if you feel faint, unwell, distressed, unusually short of breath or experience pain.

• Move carefully on wet surfaces, respect other customers’ privacy and leave the area in a safe and tidy condition.

Important: SOUL’s wellness services are not medical treatment or a substitute for diagnosis or advice. If you are unsure whether the service is suitable, obtain advice from an appropriately qualified healthcare professional before booking or attending.

3. Hot-tub rules and etiquette

• You must wear appropriate swimwear bottoms in the Hot Tub at all times; full nudity is not allowed in the hot tub. You may go in topless, or with a swim suit/trunks. Whichever way you feel comfortable, is the right way for you.

• Shower before and after using the hot tub. Before use, towel dry yourself after showering and before making your way outside to the hot tub. After use, shower and dry yourself thoroughly before re-entering the building. Take care not to get the floor wet, as this can cause slips.

• Place used towels in the towel basket provided in the sauna room. If you use one of our towels, place it in the basket for cleaning. Do not leave wet towels anywhere else.

• Do not introduce oils, creams, glass, food, jewellery or other contaminants.

• No outdoor footwear in the Hot Tub; no flip-flops, no Crocs, no sandals. The only footwear allowed in the Hot Tub is verruca socks or scuba/water socks. Walk carefully between the building and outdoor area and dry thoroughly before re-entering.

• Conversation, storytelling and singing are welcome, but be mindful of the atmosphere and other customers’ individual needs. Respect anyone who wants peace, quiet, stillness or meditation.

• If you do not want to join a conversation, communicate your boundary respectfully. Respect boundaries expressed by others, and do not take a request for quiet personally.

• Harassment, unwanted attention, photography or recording without permission is prohibited.

4. Heat, immersion and medical advice

Hot-water immersion can cause overheating, dehydration, dizziness or fainting. Do not use the hot tub if you have a communicable or infectious disease or illness, a skin disorder, large open cuts or wounds, are taking powerful sedatives, or have schizophrenia.

Do not use the hot tub without your doctor’s permission if you have epilepsy, diabetes, kidney failure, chronic heart disease, or any other condition that may be adversely affected by heat or immersion.

Do not use the hot tub if you have incontinence, and do not voluntarily or involuntarily release bodily fluids into it. Do not use it during your menstrual cycle without appropriate sanitary products.

The hot tub is unsuitable during pregnancy. Do not use it if you are pregnant. If you are taking any medication or are under medical care for any reason, consult your own doctor before using the hot tub.

5. Damage, belongings and responsibility

If you cause contamination of the hot tub with blood, urine, faeces, vomit, transferable hair dye or other material that reasonably requires work beyond routine between-session cleaning to restore safe use, you must pay the actual, reasonable and evidenced restoration costs, up to £200 in total per incident. This applies even if the incident is accidental or involuntary and you were not negligent. The exclusions, cost limits, evidence requirements and dispute procedure in section 9 of the General Terms apply. £200 is a maximum, not an automatic charge. Ordinary sweating and other expected effects of normal permitted use are not chargeable. Report any incident to staff promptly.

Secure personal belongings and follow all reasonable instructions. Nothing in these terms excludes SOUL’s responsibility for foreseeable loss caused by its breach or failure to use reasonable care and skill, death or personal injury caused by negligence, fraud, or statutory consumer rights.

Cold Plunge Ice Bath Terms & Conditions

Ice Bath

TERMS AND CONDITIONS

Booking, cold-water safety and facility rules

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 3 September 2026

Session: One 15-minute slot, or two 15-minute periods within a 60-minute booking, as confirmed

Minimum age: 16

Cancellation notice: 24 hours

Cancellation fee: £1.00 (includes administration and payment processing)

These terms apply to each ice-bath or cold-plunge session booking supplied by SOUL. They supplement the SOUL General Terms and Conditions (“General Terms”). If there is a conflict, these terms take priority for the practical use and safety of this service; mandatory consumer law always takes priority.

Important: contamination you cause, including accidental or involuntary contamination without negligence, may lead to a charge for necessary restoration costs up to £50. This is not an automatic fee. See section 5 below and section 9 of the General Terms for the limits, exclusions and dispute procedure.

1. Booking, payment and cancellation

Full payment is normally required when booking. The price, date, time and duration are shown before payment and in the confirmation.

Cancel or reschedule at least 24 hours before the session start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £1.00 cancellation administration fee. This disclosed fee covers cancellation administration and any payment-processing cost that SOUL cannot recover; no separate processing fee is added. The fee does not apply to a booking paid entirely with a SOULcare benefit, where SOUL cancels, or where a full refund is required by law.

If less notice is given, SOUL may retain or charge an amount reflecting the reasonably unavoidable loss caused by the cancellation, up to the booking price. SOUL will take reasonable steps to refill the slot and reduce the charge accordingly. Any administration or payment-processing cost is included within that amount and is not added again. A member’s late cancellation or no-show may be treated as use of the relevant allowance.

The General Terms explain statutory cancellation rights, what happens if SOUL cancels, late arrival, service standards, liability, privacy and other legal matters.

2. General safety and conduct

• Follow the briefing, displayed rules and reasonable staff instructions.

• Do not attend while under the influence of alcohol or non-prescribed drugs, while affected by a contagious illness, or with an uncovered open wound.

• Give accurate answers to requested safety questions and tell staff about relevant health conditions, pregnancy, medication, allergies, recent procedures or anything else that may affect safe participation.

• Stop immediately and seek assistance if you feel faint, unwell, distressed, unusually short of breath or experience pain.

• Move carefully on wet surfaces, respect other customers’ privacy and leave the area in a safe and tidy condition.

Important: SOUL’s wellness services are not medical treatment or a substitute for diagnosis or advice. If you are unsure whether the service is suitable, obtain advice from an appropriately qualified healthcare professional before booking or attending.

3. Cold-plunge rules

• You can use our ice bath/cold plunge in the nude, or with a swim suit/trunks. Whichever way you feel comfortable, is the right way for you.

• Shower before using the ice bath and towel dry yourself before making your way to it. Thoroughly dry yourself after using the ice bath and before re-entering the building. Do not introduce oils, creams, jewellery or other contaminants.

• Place used towels in the towel basket provided in the sauna room. If you use one of our towels, place it in the basket for cleaning. Do not leave wet towels anywhere else inside or outside the building.

• No outdoor or indoor footwear, flip-flops, Crocs or sandals are allowed in the ice bath. The only footwear permitted in the cold plunge is verruca socks or scuba/water socks.

• Enter and leave as instructed. Do not jump or dive. Never exceed the instructed immersion time.

4. Cold exposure and medical advice

Cold-water immersion can cause cold shock, involuntary gasping, breathing difficulty, dizziness, hypothermia and cardiovascular stress. Leave immediately if you feel unwell or cannot control your breathing. Do not use the ice bath during pregnancy.

Do not use the ice bath if you have a communicable or infectious disease or illness, a skin disorder, large open cuts or wounds, are taking powerful sedatives, or have schizophrenia.

Do not use the ice bath without your doctor’s permission if you have epilepsy, diabetes, kidney failure, chronic heart disease, or any other condition that may be adversely affected by cold exposure or immersion.

Do not use the ice bath if you have incontinence, and do not voluntarily or involuntarily release bodily fluids into it. Do not use it during your menstrual cycle without appropriate sanitary products.

If you are taking any medication or are under medical care for any reason, consult your own doctor before using the ice bath.

5. Damage, belongings and responsibility

If you cause contamination of the ice bath with blood, urine, faeces, vomit, transferable hair dye or other material that reasonably requires work beyond routine between-session cleaning to restore safe use, you must pay the actual, reasonable and evidenced restoration costs, up to £50 in total per incident. This applies even if the incident is accidental or involuntary and you were not negligent. The exclusions, cost limits, evidence requirements and dispute procedure in section 9 of the General Terms apply. £50 is a maximum, not an automatic charge. Ordinary sweating and other expected effects of normal permitted use are not chargeable. Report any incident to staff promptly.

Secure personal belongings and follow all reasonable instructions. Nothing in these terms excludes SOUL’s responsibility for foreseeable loss caused by its breach or failure to use reasonable care and skill, death or personal injury caused by negligence, fraud, or statutory consumer rights.

​

Amethyst Room Terms & Conditions

Amethyst Room

TERMS AND CONDITIONS

Booking, safety and heated-mat rules

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Session: As shown at checkout and in the confirmation

Minimum age: 18

Cancellation notice: 24 hours

Cancellation fee: £2.50 (includes administration and payment processing)

These terms apply to each Amethyst Room session booking supplied by SOUL. They supplement the SOUL General Terms and Conditions (“General Terms”). If there is a conflict, these terms take priority for the practical use and safety of this service; mandatory consumer law always takes priority.

1. Booking, payment and cancellation

Full payment is normally required when booking. The price, date, time and duration are shown before payment and in the confirmation.

Cancel or reschedule at least 24 hours before the session start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £2.50 cancellation administration fee. This disclosed fee covers cancellation administration and any payment-processing cost that SOUL cannot recover; no separate processing fee is added. The fee does not apply to a booking paid entirely with a SOULcare benefit, where SOUL cancels, or where a full refund is required by law.

If less notice is given, SOUL may retain or charge an amount reflecting the reasonably unavoidable loss caused by the cancellation, up to the booking price. SOUL will take reasonable steps to refill the slot and reduce the charge accordingly. Any administration or payment-processing cost is included within that amount and is not added again. A member’s late cancellation or no-show may be treated as use of the relevant allowance.

The General Terms explain statutory cancellation rights, what happens if SOUL cancels, late arrival, service standards, liability, privacy and other legal matters.

2. General safety and conduct

• Follow the briefing, displayed rules and reasonable staff instructions.

• Do not attend while under the influence of alcohol or non-prescribed drugs, while affected by a contagious illness, or with an uncovered open wound.

• Give accurate answers to requested safety questions and tell staff about relevant health conditions, pregnancy, medication, allergies, recent procedures or anything else that may affect safe participation.

• Stop immediately and seek assistance if you feel faint, unwell, distressed, unusually short of breath or experience pain.

• Move carefully on wet surfaces, respect other customers’ privacy and leave the area in a safe and tidy condition.

Important: SOUL’s wellness services are not medical treatment or a substitute for diagnosis or advice. If you are unsure whether the service is suitable, obtain advice from an appropriately qualified healthcare professional before booking or attending.

3. Room and heated-mat rules

• The Amethyst Room is to be used exclusively for a private single-person session on the amethyst mat. No other use is permitted.

• Enter, finish and leave within the booked period.

• Do not use the Amethyst Room with oils, lotions, creams or jewellery on your body.

• Staff may enter without notice in an emergency or where urgently required for safety or maintenance; otherwise we will respect your privacy.

4. Heat exposure and medical advice

The heated mat can cause overheating, dehydration, dizziness or fainting. Do not use the Amethyst Room without your doctor’s permission if you have epilepsy, diabetes, kidney failure, chronic heart disease, or any other condition that may be adversely affected by heat exposure.

Do not use the Amethyst Room during your menstrual cycle without appropriate sanitary products.

The Amethyst Room is unsuitable during pregnancy. Do not use it if you are pregnant. Consult a healthcare provider before use if you have reduced sensation. If you are taking any medication or are under medical care for any reason, consult your own doctor before using the Amethyst Room.

5. Damage, belongings and responsibility

You are responsible for reasonable, evidenced direct costs caused by deliberate or negligent damage, contamination, excessive cleaning or failure to follow clear instructions. SOUL will explain the proposed charge before charging a stored payment method and will provide an opportunity to dispute it.

Secure personal belongings and follow all reasonable instructions. Nothing in these terms excludes SOUL’s responsibility for foreseeable loss caused by its breach or failure to use reasonable care and skill, death or personal injury caused by negligence, fraud, or statutory consumer rights.

​

Hourly Therapy Room Terms & Conditions

Hourly Therapy Room

TERMS AND CONDITIONS

Professional room hire at SOUL Wellness Hub & Cafe

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Hire period: As shown at checkout and in the confirmation

Cancellation notice: 24 hours

Cancellation fee: £1.50 (includes administration and payment processing)

Permitted use: Therapy or related professional activity approved at booking

These terms apply when a therapist or other professional user (“Hirer”) hires a room from SOUL. The confirmation identifies the room, permitted use, date, time, occupancy, price and included equipment. If the Hirer acts wholly or mainly for business purposes, consumer cancellation rights may not apply. Mandatory rights take priority where the Hirer is legally a consumer.

1. Booking, payment and cancellation

Full payment is required to secure the booking unless agreed otherwise. Cancel or reschedule at least 24 hours before the start time to receive a refund to the original payment method or credit issued as a voucher, in either case less the fixed £1.50 cancellation administration fee. The fee covers cancellation administration and any payment-processing cost that SOUL cannot recover; no separate processing fee is added. It does not apply where SOUL cancels or a full refund is required by law. For a later cancellation or no-show, SOUL may recover reasonably unavoidable loss up to the hire price after taking reasonable steps to rehire the room. Any administration or payment-processing cost is included within that amount and is not added again.

2. Permitted use and timing

• Use the room only for the purpose agreed at booking and do not exceed the stated occupancy.

• Set-up and clear-down must occur within the booked time. Additional time may be charged at the applicable rate if available.

• Do not create excessive noise, nuisance, obstruction, unlawful activity or a material safety risk.

• Alcohol must not be brought onto, supplied, sold or consumed anywhere on the premises. Food purchased elsewhere must not be consumed on the premises, unless agreed by us as a reasonable adjustment, required for a medical need or infant feeding, or otherwise required by law.

• Candles, incense, sage and similar items are permitted when safely supervised, placed on a stable heat-resistant surface, kept away from combustible materials and fully extinguished before leaving. Follow staff fire-safety instructions. Illegal drugs are not permitted. Smoke or haze machines and other hazardous equipment require prior written approval.

• Leave the room clean, tidy and substantially as provided. Report damage or hazards promptly.

• SOUL may enter in an emergency, for urgent safety or maintenance, or after reasonable notice where practicable.

3. Professional responsibilities

The Hirer is solely responsible for their clients, professional services, consent procedures, records, safeguarding and regulatory compliance. The Hirer must maintain qualifications, registrations, licences and insurance reasonably required for their work and provide evidence on request. The Hirer must make clear that their independent service is not supplied by SOUL.

The Hirer must comply with data-protection law for information they control and must not leave personal or health information unsecured. If either party processes information for the other, the parties must document their respective data-protection roles where required.

4. Damage and additional costs

The Hirer is responsible for reasonable, evidenced direct costs caused by deliberate or negligent damage, missing items, excessive cleaning or unauthorised overrun. SOUL will explain and evidence a proposed charge before charging a stored payment method. This is not a penalty and excludes loss caused by SOUL’s own failure to use reasonable care.

5. SOUL responsibilities

SOUL will take reasonable care to provide the room clean, functional and available at the booked time. If it cannot do so, the Hirer may choose a reasonable alternative, credit or refund. We do not guarantee uninterrupted access where disruption is outside our reasonable control, but will take reasonable steps to minimise it.

6. Liability

Each party is responsible for foreseeable loss caused by its breach or negligence. The Hirer is responsible for claims arising from professional services they supply, except to the extent caused by SOUL. Neither party excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot lawfully be excluded.

For a business Hirer only, neither party is liable for indirect or consequential loss, or loss of profit, revenue or business opportunity, except where exclusion is unlawful.

7. Ending use and legal terms

SOUL may stop use immediately for serious safety risk, unlawful activity, abuse, material breach or non-payment. Where a breach can reasonably be corrected, SOUL will normally explain it and allow an opportunity to do so. Any refund or charge will be assessed fairly in light of services supplied and actual loss. England and Wales law applies, subject to mandatory rights.

Event Space Hire Terms & Conditions

Event Space Hire

TERMS AND CONDITIONS

The Temple | The Womb | The Café | Eden | The Pod | Private co-working hire

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Covered spaces: The Temple, The Womb, The Café, Eden, The Pod and private hire of the Co-Working Space

Hire period: As stated in the quotation and booking confirmation

Booking deposit: 20% of the total hire price, paid upfront

Permitted use: The event or activity approved in the booking confirmation

Please read these terms before booking. They apply when a person, facilitator, organisation or other event organiser (the “Hirer”) books one of the covered spaces from SOUL. The quotation and booking confirmation identify the space, approved activity, date, access time, occupancy, price, included equipment and any agreed extras. If the Hirer is legally a consumer, the SOUL General Terms and Conditions also apply. Mandatory legal rights always take priority.

1. Booking and confirmation

An enquiry, provisional hold or discussion with a member of staff is not a confirmed booking. A binding booking is made when SOUL sends written confirmation and receives the required deposit or other payment stated in that confirmation. The Hirer must check it promptly and report any error.

The Hirer must give accurate information about the activity, expected attendance, age range, timings, sound, equipment, catering and anything that may affect safety, licensing, staffing, neighbours or other users. SOUL may require an event plan, risk assessment, insurance evidence or other reasonable information before confirming or allowing the event.

The booking is personal to the named Hirer. It may not be assigned, transferred, shared with another organiser or sublet without SOUL’s prior written agreement.

2. Space prices and what the booking includes

The prices below are the standard rates in the 2026 to 2027 Space Hire Booklet. The price and inclusions in the quotation and confirmation control the booking and will identify any discount, staffing cost or extra service.

• The Temple: £20 per hour Monday to Thursday; £25 per hour Friday to Sunday.

• The Womb: £15 per hour.

• The Café: £8 per hour for a large table for a group of fewer than 10 people; £25 per hour for a full-Café booking from 5pm. The Café remains open to the public until 7pm, so exclusive use before 7pm applies only if the confirmation expressly says so.

• Eden: £20 per hour to reserve the fire circle or covered stage until 7pm while the rest of the garden remains open to the public; £25 per hour for exclusive use from 7pm. Firewood is £5 per hour when requested and confirmed.

• The Pod: £15 for a two-hour booking.

• Private hire of the Co-Working Space: £15 per hour.

• Bookings totalling at least 5 hours qualify for a 10% space-hire discount; bookings totalling at least 10 hours qualify for a 20% space-hire discount. The confirmed quotation shows the discount that applies.

Catering, drinks, spa facilities, massage or practitioner services, additional rooms, staffing, technical support and other extras are not included unless expressly listed. Separate service, safety or cancellation terms may also apply.

3. Deposit, balance and other charges

A 20% deposit must be paid upfront to secure the booking unless SOUL agrees otherwise in writing. It is part-payment of the total hire price, not an additional charge. The remaining balance is due on the day the space is used. Payment afterwards is permitted only where SOUL has agreed this in writing before the hire date. Payment may be made by bank transfer or cash where agreed. Prices include VAT where applicable.

Reasonable additional charges may apply only for agreed extras, an unauthorised overrun, additional staffing or cleaning, or loss or damage for which the Hirer is responsible under these terms. SOUL will explain and evidence any amount claimed.

4. Cancellation and rescheduling

The 20% booking deposit becomes non-refundable when SOUL confirms the booking. SOUL then reserves the agreed date and time, removes the space from availability and begins booking administration and planning. This is particularly important where a long or weekend booking prevents SOUL accepting other full-day or multi-day hires. If the Hirer cancels, does not attend or asks to move the booking, SOUL may retain the deposit. The deposit is credited toward the price if the booking proceeds.

If cancellation or non-attendance causes reasonably unavoidable direct loss exceeding the deposit, SOUL may recover the additional loss up to the unpaid balance of the hire price. SOUL will take reasonable steps to rehire the space, cancel avoidable commitments and reduce the amount claimed. The retained deposit counts toward that loss and will not be charged twice.

Cancellation must be made by a clear written statement and takes effect when received. A request to change the date, time, space or activity is subject to availability and is effective only when SOUL confirms it in writing. SOUL will explain how existing payments will be treated before agreeing the change.

If SOUL cancels or cannot provide the confirmed space, the Hirer may choose a reasonable alternative, account credit or a refund of affected hire payments. SOUL will not retain the deposit or deduct an administration or payment-processing fee in that situation. Any mandatory cancellation or refund right remains unaffected.

5. Access, timing and capacity

• Access starts and ends at the times in the confirmation. Set-up, deliveries, sound checks, attendee entry and clear-down must fit within the booked period unless additional access is agreed in writing.

• The Hirer must not exceed the capacity stated by SOUL and must keep corridors, stairs, fire exits and access routes clear.

• Use is limited to the confirmed space and any facilities expressly included. Other rooms, storage and spa facilities remain outside the booking.

• An unauthorised overrun may be charged at the applicable rate where it causes additional use, staffing or disruption. It does not create a right to remain.

• SOUL may enter a booked space in an emergency, for urgent safety or maintenance, or after reasonable notice where practicable.

6. The Temple and The Womb

The Temple is approximately 1,450 square feet with a sprung wooden floor. Available equipment includes a two-speaker PA system, eight-channel mixing desk with Bluetooth, a Shure SM58 microphone, 25 folding full-size chairs, two large folding tables and a projector with screen on request.

The Womb is approximately 390 square feet and normally contains 10 floor chairs. Available equipment includes a Behringer MPA100BT two-channel PA speaker with Bluetooth connectivity, a wireless microphone, 25 folding full-size chairs, two large folding tables and a projector with screen on request.

Equipment and furniture are subject to availability and the confirmation. The Hirer must identify technical requirements before booking, follow instructions, report faults promptly and keep cables, furniture and decorations clear of exits and other hazards.

7. The Café

A large-table booking gives the Hirer use of the confirmed table, not private use of the Café. A full-Café booking may include dining tables, the lounge and the stage with its PA and lighting where confirmed. The Café remains open to the public until 7pm unless the confirmation expressly grants earlier exclusivity.

SOUL retains control of Café operations, shops, catering, food and drink service and the log-burning stove.

8. Eden

Eden includes a garden, covered stage, seating, a mini children’s play area, a food-truck area and a fire circle. Before 7pm, reserving the fire circle or stage does not give exclusive use of the whole garden; other visitors may continue to use the remaining areas. Exclusive use starts only at the time expressly stated in the confirmation.

A fire may be used only in the approved fire circle, with confirmed firewood, continuous competent adult supervision and compliance with staff instructions. SOUL may refuse, restrict or stop a fire because of weather, local conditions, maintenance or fire safety. No other flame, barbecue, heater or hazardous item may be brought in without prior written approval.

9. The Co Working Space

A private booking gives the Hirer use of the Co-Working Space for the confirmed period. It includes a conference table seating approximately 6 to 8 people, a wall-mounted whiteboard and access to Wi-Fi. Printer and laminator use costs extra per sheet at the rate displayed or confirmed at the time of use.

Internet speeds of approximately 280 Mbps download and 50 Mbps upload are indicative and may vary. The Hirer must save and back up work, protect devices and confidential information, and decide whether additional security such as a virtual private network is needed.

Hot-desk access may be closed during a private booking. The Hirer must work quietly and use only the areas included in the confirmation.

10. The Pod

The Pod is a children’s play and learning space. Children must remain under active adult supervision. The Hirer must maintain safe numbers and age-appropriate activity, use equipment as intended, return the space substantially as provided and report hazards or damage immediately.

The Hirer is responsible for safeguarding, parent or carer permissions and any checks legally required for its staff, volunteers or activity. SOUL does not provide childcare unless the confirmation expressly says so.

11. Approved activities and conduct

A space may be used only for the event or activity approved in the confirmation. A material change to the format, attendance, age group, music, equipment, catering, ticketing or commercial activity requires SOUL’s prior written agreement.

• The Hirer must run the event lawfully, safely and respectfully and prevent harassment, threatening conduct, obstruction, excessive noise and serious disruption to other users or neighbours.

• Alcohol must not be brought onto, supplied, sold or consumed anywhere on the premises. Food purchased elsewhere must not be consumed on the premises, unless agreed by us as a reasonable adjustment, required for a medical need or infant feeding, or otherwise required by law. SOUL catering options can be arranged in advance.

• Candles, incense, sage and similar items are permitted when safely supervised, placed on a stable heat-resistant surface, kept away from combustible materials and fully extinguished before leaving. The Hirer must follow staff fire-safety instructions. Smoke or haze machines and other hazardous equipment require prior written approval.

• Smoking, vaping, illegal drugs and intoxication that creates a safety or conduct risk are not permitted.

• Amplified sound and music must remain within agreed times and levels. The Hirer must reduce or stop sound when reasonably instructed by SOUL.

• The Hirer must obtain any licence, permission or consent required for the event, except where the confirmation expressly states that SOUL will provide it.

• Spa facilities and treatments must be booked separately under their own safety and booking terms.

12. Event management and Hirer responsibilities

The Hirer controls and is responsible for the event, its workers, contractors, volunteers, performers and attendees, except for matters that remain under SOUL’s control. The parties must co-operate on safety arrangements and follow the allocation of responsibilities in the confirmation, event plan and site briefing.

• Nominate a responsible person who will be present throughout and can act on instructions from SOUL.

• Brief workers and attendees on relevant rules and emergency arrangements, keep an attendance count where requested, and assist with an evacuation or incident.

• Provide suitable supervision and safeguarding for children or vulnerable people, including any legally required checks.

• Maintain suitable public liability, professional or event insurance and any qualifications or registrations reasonably required for the activity, and provide evidence on request.

• Manage ticket sales, attendee contracts, refunds, advertising and participant communications. Marketing must not imply that SOUL organises, supplies or endorses the event unless agreed in writing.

13. Cleaning, property, damage and additional costs

The Hirer must leave the booked areas clean, tidy and substantially as provided, remove event materials and waste as instructed, and report damage promptly. Decorations, adhesives, fixings or alterations require prior approval.

The Hirer is responsible for reasonable, evidenced direct repair, replacement, excessive-cleaning and loss-of-use costs caused by their breach, deliberate act or negligence. A charge excludes ordinary wear, routine cleaning and loss caused by SOUL’s failure to use reasonable care. SOUL will explain and evidence the proposed charge and allow a reasonable opportunity to respond.

The Hirer must secure property brought to the premises. SOUL is responsible for loss or damage only to the extent caused by its breach or failure to use reasonable care.

14. SOUL responsibilities and right to stop an event

SOUL will take reasonable care to provide the confirmed space clean, functional and available at the booked time, maintain premises and equipment under its control, and provide relevant site and emergency information.

SOUL may pause or stop an event, refuse entry or require a person to leave for a serious safety risk, unlawful activity, abuse, material breach, non-payment or failure to follow an urgent instruction. Where reasonably possible, SOUL will explain a correctable breach first. Any refund or charge will reflect the services supplied, responsibility and actual loss.

For disruption outside its reasonable control, SOUL will take reasonable steps to minimise the effect and offer an alternative, credit or refund where required by the agreement or law.

15. Liability

Each party is responsible for foreseeable loss caused by its breach or negligence. The Hirer is responsible for claims arising from the event or services it supplies, except to the extent caused by SOUL. Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot lawfully be excluded.

For a business Hirer only, neither party is liable for indirect or consequential loss, or loss of profit, revenue or business opportunity, where that exclusion is lawful. The Hirer remains responsible for direct claims, damage and costs arising from its event.

16. Information, complaints and legal terms

Each party must comply with data-protection law for information it controls. The Hirer is responsible for attendee, worker and ticketing information. SOUL processes booking information under its Privacy Notice. The parties will document their roles if either processes personal information for the other.

Raise concerns promptly using the contact details above. These terms, the quotation and confirmation form the event-space hire agreement. The SOUL General Terms also apply where the Hirer is a consumer; these event-space terms take priority if they conflict, subject to mandatory law. If part is unenforceable, the remainder continues. A delay enforcing a right is not a waiver. The laws of England and Wales govern the agreement. A consumer may also use any court with mandatory jurisdiction where they live.

Co-Working Hot Desk Terms & Conditions

​​Co Working Hot Desks

TERMS AND CONDITIONS

Individual drop-in working | £5 per day | No deposit

Provider: SOUL Wellness C.I.C., trading as SOUL Wellness Hub & Cafe

Company number: 15059642

Registered office: The Former Methodist Church, Burnley Road, Sowerby Bridge, United Kingdom, HX6 2TL

Contact: info@soulwellnesshub.com | +44 1422 836973

Effective date: 11 September 2026

Hot-desk access: £5 per person per day, subject to availability

Booking deposit: None

Availability: Opening hours and private bookings may affect access

Regular use: Ask us about monthly payments or long-term individual desk rental

Please read these terms before using a hot desk in the Co-Working Space. They apply only to individual drop-in use. Private hire of the whole Co-Working Space is covered by the SOUL Event Space Hire Terms and Conditions. The receipt or check-in record identifies the date, price and any agreed extras. The SOUL General Terms and Conditions also apply where the user is legally a consumer. Mandatory legal rights always take priority.

1. Access and payment

Hot-desk access is available only when a desk is free and the Co-Working Space is open for drop-in use. Unless SOUL confirms a reservation in writing, an enquiry or planned visit does not reserve a desk. Access may be refused when the area is full or unavailable.

No booking deposit applies. Hot-desk use costs £5 per person per day and is normally paid on arrival before use. The fee provides access for that day during the permitted opening hours; it does not provide a dedicated desk, storage, private office or exclusive use of the room. Prices include VAT where applicable.

A user may not transfer, share or resell their access. SOUL may ask a user to confirm their name and payment when entering or returning to the workspace.

2. Availability cancellations and closures

A planned but unpaid drop-in visit may be cancelled without charge. If SOUL has accepted advance payment for a particular day, the user should cancel by a clear statement before access begins. SOUL will provide a refund or account credit, subject only to any actual, non-recoverable payment-processing fee that was disclosed before payment and may lawfully be passed on.

SOUL may close the hot-desk area or make it unavailable when the whole Co-Working Space has been privately booked. Availability may also change because of opening hours, capacity, events, maintenance, safety or circumstances outside SOUL’s reasonable control. Users should check availability before travelling, especially if they need a desk at a particular time.

If SOUL cannot provide hot-desk access for a day that it has specifically reserved and taken payment for, the user may choose a reasonable alternative date, account credit or a full refund of the affected payment. SOUL will not deduct an administration or payment-processing fee where SOUL is responsible for the cancellation.

3. Hot desk facilities

The Co-Working Space is a quiet work area adjacent to the Café. Hot-desk users have access to an available shared desk or seat, a wall-mounted whiteboard and Wi-Fi. Printer and laminator use costs extra per sheet at the rate displayed at the time of use.

Published internet speeds of approximately 280 Mbps download and 50 Mbps upload are indicative only. Speed, coverage and availability may vary and uninterrupted service is not guaranteed. Users are responsible for saving and backing up their work and for deciding whether to use a virtual private network or other security measures.

4. Regular use and individual desk rental

Anyone who wants to use a hot desk regularly, make monthly payments or rent an individual desk for a longer period should contact SOUL to discuss availability and price. An enquiry does not reserve a desk. Any monthly or long-term arrangement must be confirmed separately in writing and may have additional terms covering payment, access, storage and notice.

5. Quiet use access and conduct

• Use the workspace only during permitted hours and leave promptly when the hot-desk area or premises closes.

• Keep calls, meetings and audio at a reasonable volume. Use headphones where appropriate and do not materially disrupt Café customers, other workers, staff or neighbours.

• Do not exceed the capacity stated by SOUL, obstruct access routes, reserve unbooked seats or use areas outside the confirmed workspace without permission.

• Smoking, vaping, illegal drugs, harassment, threatening behaviour, unlawful material and intoxication that creates a safety or conduct risk are not permitted.

• Alcohol must not be brought onto or consumed anywhere on the premises. Food purchased elsewhere must not be consumed on the premises, unless agreed by us as a reasonable adjustment, required for a medical need or infant feeding, or otherwise required by law. Users may purchase food and drink from SOUL.

• Take reasonable care around computers, documents, plugs and cables, and clean spills immediately or tell staff.

• Follow reasonable staff instructions, including a request to move or leave because the area is closing or a private booking is due to begin.

6. Internet equipment and information security

Users must use internet access lawfully and fairly and must not attempt to bypass security, access another person’s device or account, distribute malware, infringe intellectual-property rights or carry out activity that may damage SOUL’s systems or reputation. SOUL may restrict access to protect users, networks or legal compliance.

Users must follow instructions for the whiteboard, printer, laminator, power supplies and other shared items, and report defects or damage promptly. SOUL does not provide IT support unless expressly agreed.

The workspace is not a confidential environment. Users are responsible for screens, calls, papers, passwords and personal or client information. Confidential material must not be left unattended. Each party must comply with data-protection law for information it controls.

7. Property cleaning and damage

Users must leave the workspace clean, tidy and substantially as provided, remove their property and waste as instructed, and return shared items after use. SOUL is not responsible for property left unattended except to the extent loss or damage is caused by its breach or failure to use reasonable care.

A user is responsible for reasonable, evidenced direct repair, replacement, excessive-cleaning and loss-of-use costs caused by their breach, deliberate act or negligence. Charges exclude ordinary wear, routine cleaning and loss caused by SOUL’s failure to use reasonable care. SOUL will explain and evidence a proposed charge and allow a reasonable opportunity to respond.

8. SOUL responsibilities and suspension of use

SOUL will take reasonable care to keep the workspace and equipment under its control safe and functional. It may refuse entry, suspend internet access or require a user to leave for non-payment, serious disruption, abuse, unlawful activity, a material breach or a safety or security risk. Where reasonably possible, SOUL will explain a correctable breach first. Any refund or charge will reflect the service supplied, responsibility and actual loss.

For disruption outside its reasonable control, SOUL will take reasonable steps to minimise the effect and offer an alternative, credit or refund where required by the agreement or law.

9. Liability

Each party is responsible for foreseeable loss caused by its breach or negligence. SOUL does not guarantee that internet access or shared equipment will meet a particular business or technical need. Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot lawfully be excluded.

For a business user only, neither party is liable for indirect or consequential loss, or loss of profit, revenue, data or business opportunity, where that exclusion is lawful. Users remain responsible for suitable backups, device security and the services they provide to their own clients.

10. Complaints and legal terms

Raise concerns promptly using the contact details above. These terms and any hot-desk receipt or written reservation form the drop-in agreement. They take priority over the SOUL General Terms if they conflict on a hot-desk matter, subject to mandatory law. A separately confirmed monthly or long-term desk arrangement may have additional terms. If part is unenforceable, the remainder continues. A delay enforcing a right is not a waiver. The laws of England and Wales govern the agreement. A consumer may also use any court with mandatory jurisdiction where they live.

If you have any questions, or would like more information get in touch.