Client Terms

These Terms apply when you use Bodhi Holistic Hub to find and book holistic practitioners.

1. About These Terms

These Client Terms (Terms) govern your use of Bodhi Holistic Hub, the online marketplace operated by Bodhi Holistic Hub Pty Ltd ACN 654 747 501 (Bodhi, we, us, our). By creating an account or making a booking, you agree to be bound by these Terms.

These Terms should be read alongside our Privacy Policy at www.bodhiholistichub.com/legals/privacy, which explains how we collect and handle your personal information.

Your Australian Consumer Law rights are not affected by these Terms. Bodhi is still responsible for its platform, payments, privacy, and dispute resolution.

2. Your Account

2.1 Creating an account

To make bookings on Bodhi Holistic Hub, you need to create an account. You can do this in one of two ways:

• by registering with your email address and creating a password; or
• by using Sign in with Google, which creates and authenticates your account using your existing Google account.

If you use Sign in with Google, Bodhi will receive your name and email address from Google as part of the authentication process. We do not receive your Google password and we do not store one on your behalf. You must have a Google account and agree to Google’s terms of service and privacy policy to use this option. You can manage or revoke Bodhi’s access to your Google account at any time through your Google account settings. If your Google account is suspended, deleted, or deactivated, you may lose access to your Bodhi account — contact us at [email protected] if this occurs.

Whichever method you use, you must provide accurate information when creating your account and keep it up to date. These Terms apply regardless of how you sign in.

2.2 Keeping your account secure

You are responsible for keeping your password confidential and for all activity that occurs under your account. If you suspect your account has been accessed without your permission, contact us immediately at [email protected]. If you use Sign in with Google, the security of your Bodhi account depends on your Google account security, we recommend enabling two-step verification on your Google account.

You may only hold one account on Bodhi Holistic Hub. Creating multiple accounts to circumvent any restriction, exploit a promotion, or manipulate reviews is not permitted.

2.3 Closing your account

You may close your account at any time by contacting us at [email protected]. On closure, your account will be deactivated and you will no longer be able to make bookings. Your personal information will be handled in accordance with our Privacy Policy and the data retention schedule set out there.

Closing your account does not automatically cancel any confirmed booking unless cancellation is completed in accordance with clause 5.

3. Your Care Team

3.1 What the Care Team is

The Care Team feature allows you to connect your Bodhi account with practitioners you work with. When you add a practitioner to your Care Team, you authorise Bodhi to share your current contact details — full name, email address, and phone number — with that practitioner on an ongoing, automatically synchronised basis. This means your practitioners always have your current contact details without you needing to update them separately.

3.2 When a practitioner adds you as a client

A practitioner using Bodhi may add you as a client by entering your contact details directly — for example, if you already work with them outside of Bodhi. If they do, Bodhi will send you either:

• a one-time account invitation, if you don’t yet have a Bodhi account; or
• a Care Team access request, if you already have one.

You are not obligated to create an account or approve a Care Team request. If you choose not to, the practitioner will retain only the contact details they entered manually. Those details will not update automatically if anything changes on your end. You may still receive transactional appointment notifications by email — if you wish to stop receiving these, contact us at [email protected].

3.3 Creating an account via an invite

After creating your account, you may receive a separate Care Team request from the practitioner who invited you. You can choose to accept or decline that request at that point.

3.4 Approving a Care Team access request

If you approve a Care Team access request, the requesting practitioner will be added to your Care Team. They will have access to your current contact details (full name, email address, and phone number), which will update automatically when you change them on your Bodhi profile. You must actively approve a Care Team request before a practitioner is added to your Care Team. We will not add a practitioner to your Care Team without your approval.

3.5 What practitioners on your Care Team can and cannot see

Practitioners on your Care Team can access only your basic contact details — full name, email address, and phone number. They cannot access:

• information associated with any other practitioner on your Care Team;
• intake forms or session records from another practitioner’s engagement with you; or
• any data beyond what is described above.

Each practitioner on your Care Team sees only what relates to their own professional relationship with you.

3.6 Removing a practitioner from your Care Team

You can remove a practitioner from your Care Team at any time from the Care Team section of your account settings. Once removed, their access to your live profile ceases immediately. They will retain only the contact details held at the time of removal, which will not update automatically going forward. Removing a practitioner from your Care Team stops future synchronisation of your Bodhi profile details with that practitioner. It does not automatically delete records or contact details the practitioner already holds about you in their own practice records or in Bodhi. If you wish to request access, correction or deletion of records held by a practitioner, you should contact that practitioner directly.

4. Finding and Booking Practitioners

4.1 Practitioner matching and search

Bodhi Holistic Hub offers a practitioner matching quiz that uses an AI algorithm (powered by Google Gemini) to suggest practitioners suited to your wellness goals and location preferences. Recommendations from the quiz are suggestions only — you are always free to browse and book any listed practitioner regardless of the quiz output.

All practitioners on Bodhi Holistic Hub have been vetted by Bodhi, including verification of qualifications and professional insurance. However, vetting is not a guarantee of the quality or suitability of any particular practitioner for your needs. You are responsible for reviewing a practitioner’s profile and making your own informed decision before booking.

Practitioners on Bodhi Holistic Hub who provide services to clients under 18 are required to hold a current Working with Children Check (WWCC) valid in their state or territory.

The quiz may ask you to provide wellness goals, health-related preferences or other information that may be sensitive. You should only provide information you are comfortable sharing. Our use of quiz responses, including AI-assisted processing, is explained in our Privacy Policy. The matching quiz does not provide medical advice, diagnosis, treatment recommendations, clinical assessment or emergency support. You may request human review of a matching recommendation by contacting us. Practitioners who offer services to clients under 18 must comply with any Working with Children Check, Working with Vulnerable People, professional registration, insurance or other child-safety requirements that apply in their state or territory and to the services they provide.

4.2 Making a booking

When you select a session and confirm a booking, you are entering into a direct agreement with the practitioner for the delivery of that service. Bodhi facilitates the booking and payment process but is not a party to the service agreement between you and the practitioner.

Once a booking is confirmed, you will receive a confirmation notification. The practitioner will also be notified. Please ensure your contact details are current, so you receive booking communications reliably.

4.3 Payments

Payment for bookings is processed securely by Stripe, Inc. at the time of booking. By making a booking, you authorise Bodhi to collect the session fee from your nominated payment method on Stripe’s behalf. Bodhi does not store your full card details.

All prices displayed on Bodhi Holistic Hub are in Australian dollars (AUD) and are inclusive of GST where applicable. The price shown at the time you confirm your booking is the price you will be charged.

4.4 Promotional discount codes

Bodhi and its partners may issue promotional discount codes from time to time. If you have a code, enter it at the checkout step when making a booking. The discount will be applied to your booking fee, and the adjusted total will be shown clearly before you confirm.

Promotional codes are subject to their own conditions (such as validity dates, eligible services, or minimum booking values), which will be communicated when the code is issued. Codes issued by Bodhi or a partner are not automatically applied — you must enter the code at checkout to use it. Codes are non-transferable and may only be used once per account unless stated otherwise.

5. Cancellations and Refunds

5.1 Platform-wide cancellation policy

The following refund rules apply to all bookings made through Bodhi Holistic Hub:

Refunds are returned to your original payment method and typically appear within 5–7 business days, depending on your bank or card provider.

Nothing in this cancellation and refund policy limits any right or remedy you may have under the Australian Consumer Law or any other applicable law, including where a service is not provided with due care and skill, is not fit for purpose, is not supplied within a reasonable time, or is materially different from how it was described.

5.2 How to cancel or reschedule

To cancel or reschedule a booking, log into your account, go to your upcoming bookings, and select the relevant session. You can cancel or request to reschedule directly from there. You should cancel or request to reschedule through your account where possible. If the platform is unavailable, the cancellation function is not working, or you are unable to access your account, you may contact us at [email protected] as soon as possible before the session time. We will assess the request based on the time it was received and the circumstances.

5.3 Serious complaints about a completed session

If you have a serious complaint about a session you have attended — for example, that the service was not delivered as described, that you were treated inappropriately, or that the session caused you harm — please contact us as soon as possible at [email protected].

Bodhi will review your complaint, which includes giving the practitioner a reasonable opportunity to provide their account of what occurred. Based on both accounts, Bodhi may, at its discretion, facilitate a full or partial refund or take other appropriate action. Your Australian Consumer Law rights, your right to contact regulators, and your legal rights against the practitioner are not affected by Bodhi’s complaint decision.

Refund requests for completed sessions will not be considered more than 14 days after the session date. To help us investigate effectively, you should raise any complaint about a completed session within 14 days. Complaints received after this period may be more difficult to investigate, but this timeframe does not limit any rights under the ACL or applicable law. Grievances involving physical injury or psychological distress must be submitted within a 30-day window.

6. Virtual Sessions

Some practitioners offer sessions via video call. Virtual sessions are conducted on the practitioner’s chosen video platform — Bodhi does not provide a video tool. The practitioner will share their session link with you through Bodhi Holistic Hub’s messaging system in advance of your appointment.

Bodhi is not responsible for any technical issues with third-party video platforms. If you experience connection difficulties, contact the practitioner directly through the platform messaging system.

You must not record a virtual session without the explicit prior consent of the practitioner. You and the practitioner must not record a virtual session unless all participants have given explicit prior consent. If a practitioner proposes to record a session, they are responsible for explaining the purpose of the recording, how it will be used, who will have access to it, and how long it will be retained. Third-party video platforms may be subject to their own terms, privacy policies and technical requirements. Recording laws vary by state/territory in Australia. Virtual sessions are not suitable for emergencies or urgent medical, mental health or safety situations. If you require urgent assistance, contact emergency services or an appropriate crisis support service.

7. Your Relationship with Practitioners

7.1 Bodhi’s role

Bodhi Holistic Hub is a marketplace that connects clients with independent holistic practitioners. Bodhi does not employ practitioners, supervise the delivery of their services, or guarantee the quality, safety, or outcome of any session. Your service agreement is directly with the practitioner you book.

If a practitioner’s conduct concerns you, you can report it to us at [email protected]. We take all reports seriously and may take action against practitioners who breach our Community Standards.

7.2 Practitioner qualifications and insurance

All practitioners on Bodhi Holistic Hub have been vetted by Bodhi and hold current business insurance appropriate to their modality. Bodhi does not guarantee the accuracy of practitioner-provided information and, to the maximum extent permitted by law, is not responsible for harm arising from the practitioner’s delivery of services. This does not limit any rights you may have under the Australian Consumer Law.

Holistic health services are not a substitute for medical advice, diagnosis, or treatment. Nothing on Bodhi Holistic Hub constitutes medical advice. If you have a health concern, please consult a qualified medical practitioner.

Before your first session with a practitioner, we recommend disclosing any health conditions or concerns that may be relevant to the service you are booking. This helps the practitioner provide a safe and appropriate session.

8. Your Conduct

8.1 General conduct

You must use Bodhi Holistic Hub respectfully and in accordance with these Terms. You must treat practitioners and other users with courtesy and professionalism.

You must not:

• harass, threaten, or intimidate any practitioner or Bodhi staff;
• make or attempt to make bookings with no intention of attending;
• misuse the cancellation process or exploit the refund policy;
• share your account with another person or make bookings on someone else’s account without their consent;
• use Bodhi Holistic Hub for any unlawful purpose; or
• attempt to use Bodhi Holistic Hub to identify a practitioner and then deliberately make a booking outside the platform to avoid applicable platform fees, except where direct contact is reasonably necessary for health, safety, continuity-of-care, emergency, or existing practitioner-client relationship reasons.

8.2 Leaving reviews

After a completed booking, you may leave a star rating and a written review on the practitioner’s profile. Reviews help other clients make informed choices and help practitioners improve.

When leaving a review, you must:

• base your review on your genuine, personal experience of the session;
• be honest and accurate — do not exaggerate, fabricate, or distort your experience; and
• keep your review respectful and free from personal attacks, defamatory statements, or discriminatory language.

You must not:

• leave a review for a session you did not attend;
• leave multiple reviews for the same session;
• accept payment, gifts, or any other inducement in exchange for leaving a positive review; or
• leave a negative review in retaliation for a dispute unrelated to the session itself.

You should avoid including sensitive personal information, detailed health information, diagnosis, treatment details, emergency circumstances, or information that identifies another person without their consent.

Bodhi may remove reviews that breach these rules or our Community Standards. If you believe a review you left has been incorrectly removed, contact us at [email protected]. Bodhi may also remove, redact or moderate reviews that create privacy, safety, legal, defamation, confidentiality or regulatory risks.

9. Privacy

Your privacy matters to us. Our Privacy Policy at www.bodhiholistichub.com/legals/privacy explains:

• what personal information we collect from you;
• why we collect it and how we use it;
• how we protect it; and
• your rights in relation to your personal information.

By using Bodhi Holistic Hub, you acknowledge that you have read our Privacy Policy. When you make a booking, we share your name and booking details with the relevant practitioner. We do not share your personal information with any other third party except as set out in the Privacy Policy.

If you complete our practitioner matching quiz, the wellness goals and preferences you share are processed by our AI matching algorithm (powered by Google Gemini) to generate recommendations. Your quiz responses are held in accordance with our Privacy Policy and may be deleted from your account settings at any time.

The practitioner matching quiz is optional. It may ask you to provide wellness goals, health-related preferences or other information that may be sensitive. You should only provide information you are comfortable sharing. Before submitting the quiz, you may be asked to give explicit consent for Bodhi to collect and use your health and wellness-related quiz responses for practitioner matching, including AI-assisted processing. The quiz does not provide medical advice, diagnosis, treatment recommendations, clinical assessment or emergency support.

Bodhi can send the initial Care Team invitation without prior client consent because this first contact is either justified as the practitioner’s legitimate interest (passed through Bodhi) or as a necessary step based on the practitioner’s declared existing professional relationship with the client.

If a practitioner adds you to their BodhiFlow client list and you choose to connect via the Care Team feature, Bodhi will share your contact details (full name, email address, and phone number) with that practitioner on an ongoing basis. This sharing is based on your explicit consent and can be revoked at any time. For full details of how Care Team data sharing works, see Section 3 and our Privacy Policy. Revoking Care Team access stops future synchronisation of your Bodhi profile details with that practitioner. It does not automatically delete records or contact details the practitioner already holds about you.

10. Liability

10.1 What Bodhi is not responsible for

To the maximum extent permitted by law, Bodhi is not responsible for:

• the quality, safety, outcome, or suitability of any session delivered by a practitioner;
• any physical, psychological, or financial harm arising from a session;
• any inaccuracy in a practitioner’s profile or the information they have provided to Bodhi;
• any failure by a practitioner to attend, deliver, or complete a session;
• any dispute between you and a practitioner that arises from the content or delivery of their services; or
• any loss arising from technical issues, platform downtime, or third-party service failures (including payment processing or video platforms).

Your Australian Consumer Law rights, and your legal rights against the practitioner are not affected.

10.2 Bodhi’s liability cap

To the maximum extent permitted by law, where Bodhi is found to be liable to you for an ordinary booking related or platform related claim, Bodhi’s total liability is limited to the greater of: (a) the amount you paid for the specific booking to which the claim relates; or (b) A$100. Bodhi excludes all liability for indirect, consequential, or incidental loss to the maximum extent permitted by law. The above limitations do not apply to fraud, wilful misconduct, gross negligence, death or personal injury caused by Bodhi’s negligence, breach of privacy or data protection obligations caused by Bodhi, or any liability that cannot be excluded or limited under the Australian Consumer Law or other applicable law.

10.3 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law that cannot be excluded, restricted, or modified by agreement. If you are a consumer under the Australian Consumer Law, you may have additional rights that these Terms do not limit. If there is any inconsistency between these Terms and your non-excludable rights under the Australian Consumer Law, those rights prevail.

11. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will update the effective date, post a notice on Bodhi Holistic Hub, and (where possible) email you a summary of the key changes. Your continued use of Bodhi Holistic Hub after changes take effect constitutes your acceptance of the updated Terms.

If you disagree with a material change, you may close your account before the change takes effect.

Where a change requires your consent under applicable law, we will request that consent before relying on the new practice.

12. General Provisions

12.1 Governing law

These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.

12.2 Entire agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Bodhi in respect of your use of Bodhi Holistic Hub as a client. They supersede all prior representations and understandings on the same subject matter.

12.3 Severability

If any provision of these Terms is held invalid or unenforceable, it will be modified to the minimum extent necessary or severed. The remaining provisions continue in full force.

12.4 Waiver

A failure by Bodhi to enforce any right under these Terms does not constitute a waiver of that right.

12.5 Contact

For questions about these Terms, your bookings, or any complaints, contact us at [email protected]. We aim to respond to all enquiries within 2 business days.

For urgent safety or medical issues, contact emergency services first.