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Terms of Service

Last Updated: March 2026 (UK)

Welcome to ChildWize, a platform connecting parents with qualified child development specialists. By accessing or using the ChildWize platform (including the website and any related services), you agree to be bound by these Terms of Service ("Terms"). If you do not agree, please do not use our platform. We recommend that you read these Terms carefully. For questions about these Terms, you can contact us at support@childwize.co.uk. ChildWize is operated by ChildWize Limited.

1. Definitions

  • "ChildWize" (also "we", "us", or "the platform") refers to the service provider operating the online platform available at our website (childwize.co.uk) that facilitates connections between Parents and Specialists.
  • "Parent" (also "you" when referring to a user) means an individual who is the parent or legal guardian (or an authorized caregiver) seeking advice or services for a child via the ChildWize platform. Parents use the platform to ask questions or book appointments for guidance on their child’s development or wellbeing.
  • "Specialist" (also "you" when referring to a user) means an individual offering professional child development services through the platform. Specialists include child psychologists, speech therapists, educational experts, occupational therapists, and other child development professionals. Specialists are independent providers (not employees of ChildWize). As part of onboarding, Specialists must provide evidence of appropriate qualifications, insurance, and (if applicable) a DBS certificate. ChildWize may sight and record DBS evidence provided by Specialists. However, responsibility for obtaining and maintaining the correct level of DBS check rests with the Specialist, not with ChildWize.
  • "Services" refers to the consultations, Q&A responses, advice, therapy sessions, coaching, or any other services that Specialists provide to Parents via the platform. It includes one-off question-and-answer services ("Q&A"), scheduled live consultations or therapy sessions ("appointments"), Session Bundles, Programmes, Custom Services, and any additional add-on services offered on the platform.
  • "Session Bundle" (also "Bundle") means a pre-paid package of multiple appointments offered by a Specialist at a set total price. The Parent pays once and then books individual sessions from their allocation without further payment per session.
  • "Programme" means a multi-stage structured service offered by a Specialist, comprising a defined sequence of stages (which may include appointments, paperwork, reports, and feedback sessions). Programmes have staged payment milestones set by the Specialist, with an initial deposit and further payments due as stages are completed.
  • "Custom Service" (also "Work Order") means a bespoke, one-off deliverable service offered by a Specialist to a Parent outside of scheduled appointments, such as written assessments, reports, letters, professional documentation, or other professional work product.
  • "Add-Ons" refers to any optional features or services offered by ChildWize for an extra fee, such as supplemental resources or future enhancements. Add-Ons are provided by ChildWize directly (not by the Specialist) and are subject to additional fees as described when you purchase them.
  • "User" means any person using the ChildWize platform, whether as a Parent or a Specialist. Both Parents and Specialists are considered Users and are bound by the general terms in this agreement. Specific sections of these Terms apply uniquely to Parents or to Specialists as noted.

2. Eligibility and Account Registration

2.1 Age Requirement: You must be 18 years of age or older to register for a Parent or Specialist account on ChildWize. Our platform and services are not intended for use by minors. By creating an account, you represent that you are at least 18 years old and legally capable of entering into contracts. (Both Parents and Specialists must be adults; minors cannot create accounts or directly use the service.)

2.2 Parent Eligibility: By registering as a Parent, you represent that you are the parent or legal guardian of any child about whom you seek advice, or that you otherwise have the legal authority and consent to seek services on behalf of the child. You agree to provide accurate information about yourself and your child(ren) when using the platform. If you provide any information about a child (such as age, health concerns, or other personal details), you confirm that you have the right to do so and are providing that information with appropriate consent. No personally identifiable information about children is collected without parental consent, and any child-related data you provide will be treated in accordance with our Privacy Policy and applicable law (see Section 11).

2.3 Specialist Eligibility: By registering as a Specialist, you must meet our professional criteria and complete our onboarding process. This includes:

  • Being 18 or older and legally authorized to work as an independent contractor in your jurisdiction.
  • Holding the appropriate qualifications, certifications, licenses, and insurance for your professional field (e.g., relevant degrees, professional registrations, liability insurance, etc.). You agree to provide evidence of your qualifications and credentials upon request.
  • DBS evidence: If your role involves services to children in the UK, you are responsible for obtaining and maintaining the appropriate level of Disclosure and Barring Service ("DBS") check (for example, an enhanced DBS with children’s barred list where legally required). During onboarding, ChildWize will request evidence of your DBS status (such as a certificate or Update Service code) and will record that evidence has been provided. This process is limited to sighting evidence only. ChildWize does not itself conduct DBS checks, does not determine whether you are legally required to hold a DBS, and is not the Regulated Activity Provider under the Safeguarding Vulnerable Groups Act 2006. The legal duty to hold and maintain the correct DBS check rests solely with you as the Specialist.*
  • Completing any identity verification steps we require and supplying truthful, accurate information about your identity, qualifications, and experience.
  • Connecting a valid Stripe account for payments during onboarding (see Section 6.2 on Payments). ChildWize uses Stripe Connect to route payments to Specialists, so you must create or link a Stripe connected account as part of registration. If you do not complete Stripe onboarding or if your Stripe account is not in good standing, you will not be able to receive payments or fully use the platform as a Specialist.

ChildWize reserves the right to approve or reject any application to become a Specialist in its sole discretion. We may perform background checks, verify credentials, and assess qualifications as part of the vetting process. All Specialists undergo a vetting process to ensure they have appropriate qualifications, experience, and (if applicable) insurance. However, even with vetting, ChildWize does not guarantee any particular outcome or quality of advice (see Section 13, Disclaimers).

2.4 Account Security: When you register, you must provide a valid email and set a secure password. You are responsible for maintaining the confidentiality of your account login credentials and for all activities that occur under your account. Do not share your password or give others access to your account. If you suspect any unauthorized use of your account, notify ChildWize immediately. We are not liable for any loss or damage arising from your failure to secure your account.

2.5 Account Accuracy: You agree to provide and maintain accurate, current information in your profile. This includes contact details, qualifications (for Specialists), and any other information required. Misrepresenting your identity, qualifications, or affiliation is strictly prohibited. Specialists in particular must not misstate their licensure, experience, or ability to provide specific services.

2.6 One Account Per User: Each individual may create only one Parent account and/or one Specialist account. (If you are a professional who is also a parent, you may have separate roles on the platform, but you must not create multiple accounts for the same role.) Accounts are non-transferable – you may not transfer your account to any other person or allow others to use your credentials.

2.7 Approval and Suspension: Creating an account does not guarantee access to all Services. For example, a Specialist account remains subject to completion of verification steps (such as DBS check and Stripe setup) and final approval by ChildWize. We reserve the right to suspend or terminate your account if any eligibility criteria are not met or if you violate these Terms (see Section 14 on Termination).

3. Our Services and Role of ChildWize

3.1 Platform for Connecting Users: ChildWize provides an online platform to connect Parents with child development Specialists. Through our platform, Parents can seek guidance, advice, and consultation from Specialists in various fields (e.g., psychology, speech therapy, education, etc.). The platform enables Parents to browse specialist profiles, ask questions, book consultations, and meet with Specialists through secure online sessions. All services are delivered via the online platform – we do not facilitate in-person meetings at this time.

3.2 No Medical or Emergency Services: ChildWize itself does not provide medical or healthcare services. The content and advice on our platform are for informational and support purposes and are not a substitute for in-person medical diagnosis or treatment. If you have an emergency or urgent situation concerning a child’s health or safety, you should call the appropriate emergency services or seek immediate in-person professional help. The platform is not intended for crisis management or emergency queries. Any information provided by Specialists or on the platform is for general guidance to help your child thrive, but it should not be considered definitive medical or clinical advice for any specific situation. Parents are encouraged to consult their doctor, NHS services, or other qualified professionals offline as needed.

3.3 ChildWize as an Intermediary (Agent): ChildWize’s role is solely to facilitate the connection and enable transactions between Parents and Specialists. We act as a limited agent for the Specialist for the purpose of collecting payments from Parents and transmitting those payments (minus our commission) to the Specialist via Stripe Connect, and for providing scheduling , communication and video infrastructure. Any agreement for services (appointments or Q&A answers) is directly between the Parent and the Specialist. ChildWize is not a party to that service contract. For safeguarding clarity:

  • The Parent arranges the session by choosing and booking a Specialist.
  • The Specialist is the merchant of record and invoices the Parent directly for their services.
  • ChildWize invoices the Specialist separately for its commission on introductions and platform facilitation.
  • All sessions are conducted remotely via the platform; ChildWize does not facilitate in-person meetings.
  • Parents confirm at booking that they are arranging the service directly and that they will be present throughout any live session.

ChildWize does not employ, supervise, or control the professional activity of Specialists. We are not a “Regulated Activity Provider” as defined in the Safeguarding Vulnerable Groups Act 2006, and we do not assume the legal responsibility to determine whether a Specialist is legally required to hold a DBS check. Our role is limited to providing the technological means for communication, record-keeping, and payment.

3.4 Independence of Specialists: Specialists are independent professionals and not employees, partners, or agents of ChildWize (except for the limited agency role we play in payment processing and platform facilitation). ChildWize does not direct or control the work of Specialists. We may set certain platform guidelines (e.g., response times, quality standards, platform policies) and require compliance with these Terms, but within those bounds, Specialists exercise their own professional judgment in providing advice or therapy. ChildWize does not guarantee the availability, suitability, or quality of any particular Specialist. While we verify credentials (as described in Section 2.3), we do not guarantee outcomes or that any advice will achieve specific results for your child.

3.5 Vetting and Quality of Specialists: We carry out onboarding checks to help maintain trust on the platform. This includes requesting evidence of qualifications, experience, insurance, and (where relevant) DBS certification. Every Specialist must provide evidence of an up-to-date DBS certificate or Update Service status if their work involves children in the UK.

ChildWize’s role in DBS matters is limited to sighting and recording the evidence provided by the Specialist. We do not conduct independent DBS checks, determine whether a Specialist is legally required to hold a DBS, or guarantee that the DBS evidence is valid or sufficient for the services offered. The legal duty to obtain and maintain the correct DBS clearance rests solely with the Specialist.

A DBS certificate is only a snapshot of criminal record history at the time of issue. Parents are encouraged to consider DBS evidence as one part of their decision when choosing a Specialist and to satisfy themselves that they are comfortable with the Specialist’s credentials.

ChildWize does not guarantee outcomes or that any advice given by a Specialist will achieve specific results for a child. The responsibility for the content and quality of advice rests entirely with the Specialist. Parents acknowledge that:

  • ChildWize cannot guarantee that information provided by Specialists (in profiles or during sessions) is absolutely error-free or perfectly suited to your needs. Specialists are responsible for the content of their advice.
  • Any opinions or advice given by a Specialist are those of that Specialist, not of ChildWize. ChildWize does not edit or endorse the specific advice given in consultations or Q&A answers (though we may review interactions for safety and policy compliance).
  • ChildWize is not liable for any harm, loss, or damage arising from advice or services provided by a Specialist (see Section 13, Liability). The Parent agrees that any reliance on Specialist advice is at their own risk and discretion.

3.6 Services Provided Through the Platform: Our platform currently offers: (a) a Q&A service where Parents can post questions and get answers from Specialists, and (b) bookable appointments for live one-on-one video consultations or therapy sessions with Specialists. Additional service types or resources may be offered as we expand (e.g. workshops, courses, etc., which would be subject to these same Terms unless otherwise specified).

  • Q&A (Ask a Question): Parents may post a written question describing their child’s situation or a specific concern. You may have the option to direct your question to a particular Specialist (if you’ve identified someone suitable) or post it for the pool of available Specialists to answer. Each question will clearly show the price that will be charged (set by the Specialist or the platform) and any applicable terms (e.g. expected answer time). A Specialist who accepts or is assigned to your question will provide a written answer (and possibly attached resources) through the platform’s messaging system. Q&A answers are generally expected within a certain timeframe (Service Level Agreement hours) set by the Specialist – for example, a Specialist might commit to answer within 24 or 48 hours. If no Specialist claims an open question, or if your chosen Specialist is unable to answer, you will not be charged (or your payment hold will be released). See Section 6.1 for how payment for Q&A works, and Section 7 for refund policies if an answer is not delivered.
  • Appointments (Consultations/Therapy Sessions): Parents can book a live session with a Specialist of their choice. Available Specialists, along with their next open time slots, can be browsed via our platform. You will select a time from the Specialist’s offered availability, provide any required information about the child’s needs, and pay to confirm the booking (see Section 6.1). The Specialist must then confirm the appointment request. Once confirmed, the appointment is set and you will receive details on how to join the online session at the scheduled time. All appointments are conducted through our secure video platform (integrated via Daily or similar services – a link will be provided). No in-person or off-site meetings are endorsed or supported. After the appointment time, the Parent can confirm that it took place successfully (the Specialist may also confirm for their records). Payment is held in trust by the platform and released to the Specialist once the Parent confirms or automatically 24 hours after the scheduled end time (see Section 6.1). Appointments typically last the duration specified at booking (e.g., 60 minutes, unless otherwise noted).
  • Add-On Services: ChildWize may offer additional features to enhance the Q&A or appointment experience. For instance, a Parent asking a question might have the option to attach a video or images of the child’s behavior for the Specialist to review (currently included at no extra cost). Transcripts and summaries of appointments are now automatically provided to both Parents and Specialists at no extra charge. Other Add-Ons, if offered, will be clearly priced. Section 6.1 explains how any Add-On fees are charged (they are charged to the Parent by ChildWize directly). If an Add-On cannot be fulfilled, any fee for it will be refunded.

3.7 Session Bundles: Specialists may offer Session Bundles comprising a set number of appointments at a total price determined by the Specialist. Bundles work as follows:

  • Pricing and payment: The Specialist sets the total price, number of sessions, and session duration. The Parent pays the full amount at the time of purchase via Stripe checkout. No further payment is required for individual sessions within the Bundle. Funds are held by ChildWize on the platform account and are released to the Specialist incrementally as each session is completed. This means the Specialist receives a proportional payment after each delivered session, not the full amount upfront. This protects the Parent in case a Specialist is unable to complete all sessions.
  • Booking sessions: After purchase, the Parent books individual appointments from their Bundle allocation through the normal appointment booking process. Each booking deducts one session from the remaining allocation.
  • Expiration: Specialists may set a validity period for their Bundles (for example, 3, 6, or 12 months from the date of purchase). If a validity period is set, it will be clearly displayed to the Parent before purchase. Unused sessions expire at the end of the validity period and are non-refundable. If no validity period is set by the Specialist, the Bundle does not expire. ChildWize will send reminder notifications to the Parent as the expiry date approaches.
  • Transferability: Bundle sessions are non-transferable. They may only be used by the purchasing Parent for the child specified at the time of purchase (if applicable), and only with the Specialist who offered the Bundle.
  • Cancellation and refunds: See Section 6.10 for Bundle-specific cancellation and refund terms.
  • Specialist disclaimer: When creating a Bundle, the Specialist confirms that they are solely responsible for the quality and outcomes of the sessions provided. ChildWize acts only as a facilitator.

3.8 Programmes: Specialists may offer Programmes comprising a defined sequence of stages, each of which may involve an appointment, paperwork (such as assessments or forms), a written report, or a feedback session. Programmes work as follows:

  • Structure: The Specialist defines the stages, their order, and what each stage involves. The Programme description, including the number of stages, their nature, and the total price, is presented to the Parent before purchase.
  • Pricing and staged payments: The Specialist sets the total price and determines how payment is split across stages. Typically, a deposit is paid at the time of purchase to activate the Programme, with further payments due at defined milestones as stages are completed. The deposit and milestone payment amounts are set by the Specialist and shown to the Parent before purchase.
  • Stage progression: The Specialist completes stages sequentially and marks each as complete. When a payment-trigger stage is reached, the Parent is notified that payment is due and pays via Stripe checkout. The amount charged at each milestone is the amount set by the Specialist at the time of Programme creation, not an amount chosen by the Parent.
  • Deliverables: For stages involving paperwork, reports, or other written deliverables, the Specialist may upload documents through the platform's document exchange. Both the Parent and Specialist can access uploaded documents.
  • Cancellation and refunds: See Section 6.11 for Programme-specific cancellation and refund terms.
  • No guarantee of outcomes: ChildWize does not guarantee the outcomes of any Programme, including assessments. Assessments and reports produced under a Programme represent the Specialist's professional opinion and should not be treated as a medical diagnosis. Parents are encouraged to seek additional professional opinions where appropriate.
  • Specialist disclaimer: When creating a Programme, the Specialist confirms that they are solely responsible for the quality, accuracy, and outcomes of the service. ChildWize acts only as a facilitator of the transaction and accepts no liability for the work delivered.
  • Parent acknowledgement: Before purchasing a Programme, the Parent must acknowledge that the service is provided by the named Specialist, not by ChildWize, and that ChildWize is not responsible for the quality or outcomes of the service.

3.9 Custom Services (Work Orders): Specialists may offer bespoke Custom Services to Parents for work that falls outside scheduled appointments, such as writing assessments, professional reports, letters, or other documentation. Custom Services work as follows:

  • Creation: The Specialist creates a Custom Service specifying a title, description of the work, and a price. The Custom Service is offered to a specific Parent.
  • Payment authorisation: When the Parent accepts, their payment card is authorised (held) but not charged. The funds are reserved but remain in the Parent's account until the work is delivered. This protects the Parent — payment is only captured when the Specialist delivers the agreed work.
  • Delivery: Once the Specialist completes the work, they upload any deliverable documents through the platform and mark the Custom Service as "delivered." The Parent is notified.
  • Review period: After delivery, the Parent has 48 hours to review the deliverable and either:
    • Confirm the delivery — the held payment is captured and released to the Specialist (minus ChildWize commission).
    • Raise a dispute — the payment remains held while ChildWize reviews the dispute (see Section 6.12).
    • Take no action — after 48 hours, the payment is automatically captured and released to the Specialist. This automatic release is designed to prevent funds being held indefinitely and reflects that the Specialist has delivered the agreed work in good faith.
  • Cancellation: Either party may cancel a Custom Service before delivery. If cancelled, the payment hold is released and the Parent is not charged. See Section 6.13 for details.
  • Document exchange: Both Specialists and Parents may upload and download documents related to a Custom Service through the platform. Uploaded documents are stored securely and are accessible only to the parties involved and ChildWize (for dispute resolution purposes).
  • Specialist disclaimer: The Specialist is solely responsible for the quality, accuracy, and completeness of deliverables. ChildWize does not review, endorse, or guarantee the content of any Custom Service deliverable.

3.10 No Circumvention / Off-Platform Dealings: To protect the integrity of our marketplace and our business model, all communications and transactions between Parents and Specialists who meet through ChildWize must be conducted through the ChildWize platform. You agree not to circumvent the platform by attempting to communicate or pay outside of ChildWize for services that could be booked through the platform. This means:

  • Parents: You will not solicit or obtain a Specialist’s personal contact information (email, phone, etc.) to arrange services outside the platform, and you will not send payments outside the platform to a Specialist you found on ChildWize. Even if a Specialist offers additional follow-up services, those should be booked through ChildWize.
  • Specialists: You agree not to solicit ChildWize users (Parents) to hire or pay you outside of the platform for initial or additional services. You will not provide your personal contact details to Parents or invite them to continue sessions off-platform. Any attempt to avoid paying the platform’s fees or commission by moving a client off-platform is a serious breach of these Terms.

ChildWize may monitor communications on the platform to detect potential circumvention (for example, obscured contact info or suggestions to meet elsewhere). If you are found to be circumventing, your account may be suspended or terminated (Section 14), and we reserve the right to charge you the equivalent of any fees or commissions lost as a result of the circumvention. The intent is to ensure that ChildWize remains the medium for all interactions that it facilitates, and that our business model (which includes a commission to sustain the platform) is respected by users.

3.11 Modifications to Services: ChildWize continually improves and may modify the platform’s features. We reserve the right to add, change, or remove features or services (for example, to introduce new types of support services, or to discontinue the Q&A feature if not used). We will endeavor to notify users of major changes that affect how you use the service. These Terms apply to any new features or services unless otherwise specified. We also reserve the right to change our eligibility criteria or onboarding processes for Specialists as needed (e.g., requiring new forms of verification).

3.12 Platform Availability: We aim to keep the ChildWize platform available 24/7, but we do not guarantee uninterrupted service. There may be times the site is down for maintenance, updates, or due to technical issues. We will try to schedule maintenance during low-usage times and inform users in advance when possible. ChildWize is not liable for any disruption or loss you may suffer if the platform is unavailable, but we will do our best to support users in rescheduling or completing services when things come back online.

4. User Responsibilities and Acceptable Use

All users of ChildWize (both Parents and Specialists) agree to the following standards of conduct and responsibilities:

4.1 Compliance with Laws: You agree to use the platform responsibly and in compliance with all applicable laws and regulations. This includes data protection laws (see Section 11), intellectual property laws, and any laws relevant to the provision or use of the services (for example, healthcare regulations or professional standards for Specialists, consumer protection laws for services, etc.). If any law applies to your use of ChildWize, it is your responsibility to abide by it.

4.2 Accurate Information: You are responsible for any information or content you provide through ChildWize. You agree not to post or transmit false, misleading, or defamatory information. Parents must provide truthful information about their child’s situation to enable Specialists to give appropriate advice. Specialists must provide truthful information in profiles and communications (no falsification of qualifications, experience, or the content of advice).

4.3 Appropriate Behavior and Content: You will engage with others on the platform respectfully and professionally. Harassment, hate speech, discrimination, or any form of abusive behavior is strictly prohibited. This applies to written communications, audio, video, and any content exchanged. You will not upload or share any content that is unlawful, offensive, pornographic, infringing, or otherwise inappropriate. If you do so, we may remove the content and suspend your account.

  • No Harassment or Abuse: You will not harass, threaten, or verbally abuse Specialists, Parents, or ChildWize staff. Specialists must treat Parents with respect and patience, even in challenging discussions, and vice versa.
  • No Exploitation: The platform may not be used to exploit or harm minors in any way. Any content that appears to be exploitative, abusive, or harmful towards children will be removed and may be reported to appropriate authorities.
  • Professional Boundaries: Specialists should maintain appropriate professional boundaries. Do not ask a Parent for personal favors, or attempt to form a personal relationship beyond the professional scope. Parents should also respect Specialists’ boundaries and not ask inappropriate personal questions unrelated to the service.

4.4 Privacy of Communications: You must use the platform’s communication tools (messaging, video calls) only for their intended purpose of discussing and delivering the relevant services. Do not spam or solicit business outside of the agreed service. All communications between Parent and Specialist should remain on the platform. This not only helps prevent circumvention but also protects privacy and ensures a record in case of disputes. You should not share sensitive personal contact information through the platform messages except as needed for the service (and generally it shouldn’t be needed at all, since everything is done through our system).

4.5 No Unauthorized Use or Access: You agree not to hack, scrape, “crawl”, or otherwise attempt to data-mine or penetrate the platform’s security. Any attempt to access other users’ data, or to test the vulnerability of our systems, is prohibited. Additionally, you may not use the platform in a way that could damage, disable, or impair our services (e.g., introducing viruses, engaging in a denial-of-service attack, etc.).

4.6 Content Ownership and Use: Any content you receive through the platform (such as a Specialist’s written answer, or materials a Specialist provides) is for your personal use in connection with the service. Parents should not publicly publish or share a Specialist’s answer or advice without permission. Specialists should not share or publish any personal information or stories from Parents or children (and must handle those as confidential - see Section 11.3). ChildWize retains a license to use and store communications on the platform as needed to operate the service (e.g., for dispute resolution, quality control, or training our systems), but we will do so in compliance with privacy laws.

4.7 Document Exchange and File Uploads: The platform provides a secure document exchange facility for Custom Services and Programmes. When uploading or downloading documents through the platform:

  • You may upload files in common formats (PDF, images, documents). File size limits apply as indicated by the platform.
  • Uploaded documents are stored securely and are accessible only to the Parent, the Specialist involved in the service, and ChildWize (for dispute resolution and platform operation purposes).
  • You must not upload files containing malware, illegal content, or content that infringes third-party rights.
  • Documents uploaded in connection with a Custom Service or Programme may be retained by ChildWize for a reasonable period for dispute resolution, legal compliance, and record-keeping purposes.
  • Neither party may share documents received through the platform with third parties without the other party's consent, except where required by law or for legitimate professional purposes (for example, a Parent sharing an assessment report with their child's school).
  • ChildWize does not review the content of uploaded documents and is not responsible for their accuracy, completeness, or suitability.

4.8 Reviews and Feedback: After services, Parents may have an opportunity to rate or review the Specialist’s service. If you provide feedback, it must be honest and factual. No fake reviews or extortion (e.g., asking for a refund in exchange for not leaving a bad review). ChildWize may publish reviews on Specialist profiles. We reserve the right to remove reviews that are abusive, irrelevant, or violate our content guidelines.

4.9 Prohibited Uses: In summary, you must NOT use ChildWize for any of the following:

  • To engage in fraud, impersonation, or identity theft (e.g., impersonating another parent or specialist).
  • To infringe on any third-party rights, including intellectual property rights (do not upload materials you don’t have rights to share).
  • For any commercial purpose other than those expressly permitted (Specialists using it to provide services to Parents; Parents receiving services). For example, you cannot advertise your unrelated products/services to other users, nor can you data-mine user information to sell leads.
  • To collect information about other users for harassment or any competitive purpose.
  • To attempt to recruit Specialists or Parents to a competing platform or service.
  • In any manner that would violate any laws, including but not limited to child protection laws, export control laws, or healthcare/privacy regulations.

Violations of any part of Section 4 may result in immediate suspension or termination of your account (see Section 14), and in serious cases may be reported to law enforcement or regulatory authorities if appropriate.

4.10 Parent Safeguarding Confirmation: By booking a service, Parents confirm that they are arranging the service directly with the Specialist, that they will be present throughout any live session, and that services will be conducted remotely via the platform. This structure ensures that all sessions remain a private arrangement between the Parent and the Specialist under the Safeguarding Vulnerable Groups Act 2006. ChildWize provides only the technological means for communication and payment.

5. Fees, Payments, and Commission

ChildWize facilitates payments between Parents and Specialists using a secure third-party payment processor (Stripe). This section explains how payments work for both Parents and Specialists, including platform fees and commissions. All monetary amounts are in Great Britain Pounds (GBP) unless stated otherwise.

5.1 For Parents (Booking and Paying for Services)

  • Pricing of Services: Each time you book a service (whether asking a question or scheduling an appointment), you will be shown the fee for that service upfront. Specialists set their own prices for consultations and Q&A responses in most cases, so fees may vary between Specialists or depending on the service type. The price displayed on the platform at the time of your booking includes the Specialist’s fee and any applicable platform charges (excluding Add-Ons, which are added separately if you select them). All fees are shown in GBP and include VAT if applicable (Specialists are responsible for their VAT obligations; see Section 5.2). There are no hidden charges—what you see before checkout is what you pay for the service itself.
  • Payment Process: When you confirm a booking or submit a question that requires payment, you will be prompted to pay through our platform. ChildWize uses Stripe to securely process credit and debit card payments. We accept major cards such as Visa, MasterCard, and American Express. By entering your payment information, you authorize ChildWize (and Stripe, on our behalf) to charge the stated amount. Payment is typically taken at the time of booking to confirm your appointment or question posting. For appointments, this may occur once the Specialist accepts or confirms the booking request.
  • Payment Security: We do not store full payment card details on our servers. Stripe processes your payment information following industry security standards. All transactions are encrypted, and Stripe is PCI-DSS compliant. By using our services, you also agree to Stripe’s terms and conditions as they apply to customers (these may be presented to you during checkout). ChildWize is not liable for payment processing issues caused by Stripe, but we will assist in resolving any errors or disputes.
  • Holding of Funds (Escrow): For appointments, ChildWize will hold the payment in escrow (via Stripe’s connected account system) until the service is rendered. Funds are securely held and only released to the Specialist after the appointment is completed. Specifically, once an appointment has taken place, our system marks it completed (either when the parent confirms completion in the app or automatically 24 hours after the scheduled end time, whichever comes first). At that point, the payment is captured and the funds (minus the platform commission) are released to the Specialist. This protects both parties: the Specialist knows the Parent’s payment was authorized, and the Parent knows the funds won’t be given to the Specialist until the session actually occurs. For Q&A services, a similar approach is used: payment is authorized when you submit your question, and it is captured and released to the Specialist only after the Specialist provides the answer. If the Specialist fails to answer in time or the question is cancelled (e.g., no Specialist can answer), the payment will not be captured and you will not be charged (or you will be refunded if the charge was processed upfront). For Session Bundles, the full amount is charged at the time of purchase. However, funds are held by ChildWize on the platform account and released to the Specialist incrementally as each session is completed. If a Specialist is unable to deliver remaining sessions, ChildWize can refund the Parent for undelivered sessions from the held funds. For Programmes, the deposit is charged immediately, with further staged payments charged at milestones as stages are completed. For Custom Services, the payment is authorised but not charged until the Specialist delivers the work and the review period elapses (see Section 3.9).
  • Add-On Purchases: If you choose to purchase an Add-On, the fee for the Add-On is charged directly by ChildWize at the time of purchase. Add-On fees are typically clearly listed and are separate from the Specialist’s fees. Add-On purchases are final and, once the service is delivered, generally non-refundable (see Section 7 for more on cancellation/refund of add-ons). We continuously develop these features, so available Add-Ons and pricing may change.
  • No Cash or Off-Platform Payments: Parents must not pay Specialists in cash or by any means outside the ChildWize checkout process. All payments for services booked through ChildWize should go through our platform. This ensures your payment is tracked, secure, and eligible for refunds under our policies if applicable. Paying outside the platform is a violation of these Terms (see “No Circumvention” in Section 3.7) and voids any ChildWize responsibility for the transaction.
  • Invoices and Receipts: After a successful payment, ChildWize will provide a receipt or confirmation email summarizing the charges. Detailed invoices become available from the Invoices tab in your dashboard settings once payment is released. Specialists may also issue receipts to you through the platform if needed, especially if they are VAT-registered and required to provide VAT invoices – these will typically be sent electronically.

5.2 For Specialists (Receiving Payments and Platform Commission)

  • Pricing Your Services: As a Specialist, you are generally free to set the fees for your services (within reasonable market ranges and any limits we may communicate). For each service type you offer, you will specify a price (e.g., £X for a 60-minute consultation, £Y for answering a question). The platform may give guidance on typical price ranges, but final pricing is your decision. All prices must be set in GBP. You promise to honor the prices you set – you cannot charge a Parent more than the amount displayed at booking. (Any changes to your standard fees should be updated in your profile and will not affect already-booked sessions or posted questions.) Note: If you are VAT-registered, your prices should be inclusive of VAT at the applicable rate. It is your responsibility to account for VAT in the pricing if you need to charge it (see “Taxes” below).
  • Stripe Connect Account: To receive payments, you must connect a Stripe account (as a connected account under ChildWize’s Stripe platform). During onboarding, we provide a process (Stripe Connect Onboarding) where you either create a new Stripe account or connect an existing one, and provide necessary details (such as your bank account for payouts, verification info, etc.). You cannot receive payment through ChildWize without a connected Stripe account, since that’s how we disburse funds. By connecting, you agree to Stripe’s Connected Account Agreement, which includes terms about payout schedules, compliance (e.g., not using Stripe for illegal transactions), and fees. You must ensure the information in your Stripe account remains accurate (especially your payout bank details and contact info). If your Stripe account is suspended or terminated (e.g., due to Stripe’s compliance checks or your bank info being invalid), you must resolve that to continue using ChildWize’s paid services.
  • Payment Collection and Remittance: When a Parent books your services, ChildWize, acting as your agent, will collect payment from the Parent via Stripe on your behalf. Payment for an appointment will be authorized at booking and captured after the session is completed (as described in 5.1), while payment for a Q&A will be handled similarly upon answer delivery. ChildWize will then remit the owed amount to you via Stripe. The amount you receive is the service fee minus the ChildWize platform commission (and minus Stripe’s processing fee, if applicable). For example, if your session is £100 and the platform commission is 20%, your portion (before any Stripe fee) would be £80. The commission percentage is set by ChildWize (and may depend on service type or promotions) – this percentage is not stated in these Terms to allow flexibility, but it will be communicated to you separately (through our website, your Specialist dashboard, or your contract with ChildWize). You can always inquire with us what the current commission rate is. By using the platform, you agree to pay this commission to ChildWize for each transaction.
  • Platform Commission: ChildWize’s commission is the fee we charge for facilitating the client connection, providing the platform tools (video, scheduling, etc.), and handling marketing & admin. This commission is taken as a percentage of the fees you earn from Parents. ChildWize reserves the right to change the commission rate, but we will notify you in advance of any change that affects you. If we do not deduct the commission automatically (for instance, if technical constraints lead to you receiving full payment), you agree that you still owe us the commission and will pay it upon invoice. Normally, however, Stripe Connect allows us to automatically deduct our fee before the balance is paid out to you, so in most cases you will simply receive the net amount.
  • Stripe Fees: Stripe charges processing fees for each transaction (for example, ~2.5% + £0.20 per card charge, subject to Stripe’s terms). These fees are typically taken out of the gross amount at the time of charge. In our setup, the Stripe fee is generally split between platform and specialist by Stripe or taken from the payout. Effectively, the Specialist bears the standard Stripe fee on the portion that goes to the Specialist (ChildWize may separately bear Stripe fees on the commission portion). The amount you receive in your bank is after Stripe fees. We strive to incorporate these details transparently: the net payout you see will have already accounted for Stripe’s fee. (E.g., on a £100 session with 20% commission: Parent pays £100; suppose Stripe’s fee is ~£2.70; commission = £20; you would net ~£77.30.) For simplicity, we may present your earnings net of all fees in your dashboard.
  • Payout Schedule: Stripe will transfer your earnings (net of commission and fees) to your connected bank account. Payouts are not instantaneous at the session time; there is typically a short delay. Stripe’s default payout schedule might be daily or weekly, with a delay of a few days to process. For example, a session completed on Monday might be paid out to you by Stripe on Wednesday or Thursday, depending on Stripe’s schedule and any initial settlement delay for new accounts. You can check your Stripe dashboard for payout timing. ChildWize is not responsible for Stripe’s payout timing, but if you notice an unusual delay, you can contact us for assistance.
  • Specialist Earnings and Taxes: You are responsible for reporting and paying any taxes (income tax, self-employment tax, VAT, etc.) that apply to the payments you receive. ChildWize does not withhold taxes from your payouts. At your request, we can provide a summary of your earnings for record-keeping, but it’s up to you to use that for tax filing. If you are registered for VAT (Value Added Tax) or similar sales tax in the UK or your country: you should include VAT in the price of your services if required. The Parent pays the price you set, and it is your duty to remit the VAT portion to HMRC (or relevant authority) if applicable. ChildWize may, if legally required, collect VAT on our commission fees from you (in which case we would add VAT on top of our commission and provide you a VAT invoice for our services). Currently, these Terms assume you handle your own VAT for your services. Please consult a tax advisor if unsure about your obligations. You indemnify ChildWize for any taxes, penalties, or interest that may be imposed on ChildWize due to your failure to comply with tax laws.
  • No Off-Platform Payments: As per Section 3.7, you must not accept payments from ChildWize-introduced clients outside the platform. All payments from Parents who are users of ChildWize should go through ChildWize. If a Parent offers or insists on paying you separately (e.g., cash or bank transfer), you should decline and direct them to the platform for booking. Off-platform transactions not only breach our terms but also forfeit any protections (e.g., in case of chargebacks or disputes, ChildWize cannot assist).
  • Refunds and Chargebacks: Occasionally, a Parent may dispute a charge or request a refund. If a chargeback occurs via Stripe (the Parent disputing the card charge), we will investigate. If the service was indeed provided as agreed, we will contest the chargeback with evidence. You agree to cooperate by providing any necessary proof of service (e.g., notes from the session). If a chargeback is lost and Stripe deducts the amount (plus a fee) from us, we reserve the right to deduct that amount from your future payouts or invoice you for it, since you received the funds initially. For refunds initiated through our cancellation policy or dispute resolution: if a Parent is granted a refund for a service you provided (for reasons outlined in Section 7 or as required by law), you agree that you will return the payment (if already received) or forfeit the amount (if not yet paid out). ChildWize may deduct the refunded amount from your balance or future earnings. We aim to be fair in determining refunds – see Section 7 for the scenarios where refunds occur. Generally, if you delivered what was promised, you keep your fee; if you failed to deliver, the Parent shouldn’t be charged and you shouldn’t be paid.
  • Platform Fee Changes: We mentioned that commission rates can change. Similarly, we reserve the right to introduce or change any platform usage fees for Specialists (for example, a monthly subscription for being listed, though none exists currently). Any such changes would be communicated and typically would not be retroactive on past transactions. If you disagree with a change in fees, you have the right to stop using the platform (though any existing bookings must be honored or appropriately cancelled).

6. Cancellation, Rescheduling, and Refund Policy

We understand that plans can change. This section explains how cancellations and refunds are handled for both appointments and Q&A, as well as the policies for Specialists who need to cancel services. We aim to balance flexibility for Parents with fairness to Specialists who set aside time.

6.1 Cancellation by Parents (Appointments): If you have booked an appointment with a Specialist, you may cancel or reschedule it through the platform interface. Our general policy is:

  • Full Refund for Early Cancellation: If you cancel an appointment at least 48 hours before the scheduled start time, you are entitled to a full refund of the appointment fee. We will refund the payment to your original payment method. (Note: Depending on your bank/card, it may take a few business days for the refund to reflect.)
  • Late Cancellation Fee: If you cancel within 48 hours of the scheduled start time, the Specialist may be entitled to a compensation fee for the short-notice cancellation. In such cases, we reserve the right to retain up to 50% of the appointment fee to cover the Specialist’s time, and the remaining amount (if any) will be refunded to you. For example, if you cancel 24 hours prior, and the session was £100, you might receive a £50 refund, with £50 going to the Specialist (if our standard 50% late cancellation fee applies). The exact fee may depend on the Specialist’s own cancellation policy if they have specified one (see Section 6.4). We will clearly communicate the refund amount when you cancel.
  • Very Late Cancellation / No-Show: If you attempt to cancel right at or after the start time of the appointment, or if you simply do not attend the session without cancelling (“no-show”), it will be treated as a late cancellation. The Specialist is typically entitled to up to 100% of the fee in these cases, meaning no refund will be given for no-shows or last-minute cancellations (within a few hours of the session). However, you can still message the Specialist to apologize or explain in case they are willing to reschedule. Specialists may choose, at their discretion, not to charge you for a missed session (or to allow a reschedule without extra charge), but that is up to each Specialist and not guaranteed by ChildWize.

ChildWize’s system will calculate any refund due automatically when you cancel an appointment, based on the timing. The cutoff of “48 hours” is a general rule—if a Specialist’s profile specifies a different cancellation policy (more generous or specific), that will be honored if it was clearly communicated at booking. We encourage you to review any cancellation terms noted in the booking confirmation or Specialist’s profile.

6.2 Rescheduling Appointments: If you wish to reschedule rather than cancel, you should communicate with your Specialist via the platform messaging as soon as possible. Many Specialists will try to accommodate a reschedule request if given enough notice. From the platform side, a reschedule is effectively a cancellation of the original slot and a new booking. We may implement a “reschedule” feature that automates this. If a reschedule is done 48+ hours in advance, it’s straightforward (the Specialist can offer a new time, and no penalty applies). If it’s within 48 hours, then by default it’s a late change – the Specialist could require that the cancellation fee policy still applies. However, if the Specialist agrees to waive the late fee and simply move the session, we can facilitate that. Always confirm the new appointment through the platform so that it’s officially scheduled. If a new time isn’t agreed, the original booking remains or gets cancelled per above rules.

6.3 Cancellation by Specialists: If a Specialist needs to cancel an appointment (due to illness, emergency, or any reason):

  • The Specialist should cancel via the platform as soon as possible, and the Parent will receive a full refund of the appointment fee. A notification of the cancellation will be sent to the Parent, and the Parent will have the option to reschedule with the same Specialist (if the Specialist offers a new time) or book a different Specialist.
  • If a Specialist cancels on short notice (especially within 48 hours of the session), ChildWize will review the situation. We understand emergencies happen, but repeated short-notice cancellations by a Specialist may lead to consequences (like removal from the platform) because it reflects poorly on reliability. We aim to maintain a high standard of commitment.
  • In cases of Specialist cancellation, Parents are not charged anything (or any hold on payment is released). If the session is cancelled mid-way (e.g., due to technical issues or the Specialist falling ill during a session), and the service was not substantially delivered, we will generally provide the Parent a full or partial refund depending on circumstances, or help arrange a make-up session at no extra charge.

6.4 Specialist’s Own Cancellation Policy: Some Specialists might communicate a specific cancellation policy (for example, a Specialist might say “24 hours notice required for cancellation” or “one free reschedule allowed”). If a Specialist’s policy is more lenient than the platform default, we encourage them to honor it (and likely they will, since it’s their promise). If a Specialist’s stated policy is more strict than the platform default (e.g., requiring 72 hours notice), the platform will not enforce anything stricter than our standard without clear advance agreement from the Parent. The default 48-hour policy will apply unless a different policy was explicitly communicated and agreed at the time of booking. In any case, the platform’s refund system will not charge more than 50% for a late cancellation by default, and not without delivering a service. Specialists cannot override consumer rights by, say, refusing all refunds regardless of notice – that would likely violate UK consumer protection law, so it’s not allowed here. They can be more generous (like full refund even 24 hours before, if they choose), but not more punitive than our baseline.

6.5 Q&A (Question) Refunds: For the Q&A service (posting written questions for Specialists):

  • If you post a question and no Specialist claims or answers it within the advertised timeframe (for instance, if your question goes unanswered beyond the expected answer-by time), you will automatically receive a full refund for that question. We might also give you the option to keep the question open longer or redirect it to a different specialist, but that’s your choice.
  • If you directed the question to a specific Specialist and they decline or don’t answer, we will notify you and not charge you. You could then choose another Specialist or open it to others.
  • Once a Specialist has provided an answer to your question, the service is considered delivered. Generally, we do not offer refunds for Q&A answers that have been provided, as you have received the professional’s advice (even if you didn’t “like” the answer). However, if you believe the answer violated our terms or was completely unhelpful/inappropriate (e.g., one sentence that doesn’t address the question), you can contact support and we will review. We do want to ensure quality – if an answer is truly not per our standards, we may issue a refund or credit and address the issue with the Specialist. But subjective dissatisfaction (“I was hoping for a different answer”) is not grounds for a refund.
  • If you paid for any Q&A Add-On and your question ended up not being answered or was cancelled, the Add-On fee will also be refunded. If the question was answered but the Add-On was not delivered, we will refund the Add-On portion accordingly.

6.6 Add-On Refunds: As noted, Add-Ons are typically non-refundable once delivered. If an Add-On service is not delivered due to a fault on our side, we will refund that fee. ChildWize wants you to get what you pay for – so we will either deliver the add-on or give your money back for it.

6.7 Statutory Cancellation Rights (UK Consumers): Under UK law, consumers have certain rights to cancel contracts concluded at a distance (online) within 14 days (this is often called the “cooling-off period” under the Consumer Contracts Regulations 2013). However, there is an exception for services that are scheduled and fully provided within that 14-day period, if the consumer consents to early performance of the contract and acknowledges that the right to cancel ends once the service is provided. By booking an appointment or submitting a question for which you request the service to begin within 14 days of booking, you agree that the service will begin immediately and that if the Specialist fully performs the service within this period, you lose the right to cancel under the 14-day cooling-off rules once the service is delivered. In other words, if you book a session for the next day (within 14 days) or ask a question and get an answer within a day or two, you will not later be able to invoke the general 14-day cancellation right to get a refund, because you wanted the service promptly and it was provided. This does not affect your ability to cancel and get a refund under our own policies (Sections 6.1–6.5) or your rights if the service wasn’t properly delivered. If you book a service for a date more than 14 days away, you technically have a 14-day window to cancel for any reason under consumer law – in practice, our 48-hour full refund policy is more straightforward in that scenario, but we mention this for completeness.

6.8 Refund Method: Any refunds due to you will be processed back to the original payment method whenever possible. If a refund to the card is not possible (e.g., the card has expired and the bank rejects it), we will contact you to arrange an alternative method. Refunds are processed without undue delay, usually within 5-10 business days of confirming your eligibility.

6.9 Commission Structure: ChildWize charges a commission on each transaction facilitated through the platform:

  • Appointments and Q&A services: A flat commission rate applies (communicated separately to Specialists).
  • Session Bundles and Programmes: A flat 20% commission applies to each session or stage payment. For Bundles, the commission is deducted from each per-session release (see Section 3.7). For Programmes, the commission is deducted from each stage payment at the point of charge.
  • Custom Services (Work Orders): Commission is calculated using a tiered structure: 20% on the first £100, 15% on the next £100, 10% above £200. For example, on a £300 Custom Service, the commission would be: £20 + £15 + £10 = £45 total.
  • Stripe processing fees: Payment processing fees charged by Stripe are pro-rated across Specialist payouts for Bundles, or deducted from the payment amount for other service types. ChildWize absorbs any VAT liability on behalf of the Specialist.

ChildWize may offer promotional commission reductions to Specialists from time to time. Commission rates may change with reasonable notice.

6.10 Session Bundle Cancellation and Refunds: Session Bundles are sold at a set price which may represent a discount compared to booking sessions individually. To reflect this commitment pricing:

  • Before any sessions are used: The Parent may cancel for a full refund minus an administrative fee equivalent to one session's value (calculated as the total Bundle price divided by the number of sessions in the Bundle).
  • Within 48 hours of the first session: If the Parent is dissatisfied after the first session, they may cancel the Bundle within 48 hours of that session's completion for a refund of all unused sessions. The first session is non-refundable (the Specialist has delivered it and retains payment for it), but the remaining unused sessions will be refunded in full. This 48-hour cooling-off period allows the Parent to assess the suitability of the Specialist before committing to the full Bundle.
  • After 48 hours from the first session: The Bundle is non-refundable. The Parent has committed to the Bundle and no refund will be issued for unused sessions.
  • Retention of unreleased funds on Parent cancellation: When a Parent cancels a Bundle after the cooling-off period, funds that have not yet been released to the Specialist (i.e., funds held by ChildWize for sessions not yet delivered) are retained by ChildWize in full. These funds are not paid to the Specialist and are not refunded to the Parent. ChildWize retains these funds to cover platform operational costs including dispute resolution, support obligations, payment processing, and chargeback risk. The Specialist receives payment only for sessions that have actually been delivered prior to the cancellation. To be clear: (a) the Parent receives no refund for unused sessions after the cooling-off period; (b) the Specialist receives no payment for sessions they did not deliver; and (c) ChildWize retains the balance as the platform operator. By purchasing a Bundle, the Parent acknowledges and agrees to this arrangement.
  • Specialist cancellation or non-delivery: If a Specialist is unable to continue providing Bundle sessions (for example, due to leaving the platform, prolonged unavailability, or failure to honour bookings), the Parent will receive a full refund for all undelivered sessions. Because ChildWize holds Bundle funds and releases them per session, undelivered session funds are always available for refund in this scenario. The Specialist retains payment only for sessions that were actually delivered. ChildWize will not retain unreleased funds when the cancellation is due to the Specialist's inability to deliver.
  • Specialist obligation: By offering a Session Bundle, the Specialist commits to delivering all sessions in the Bundle. Failure to deliver committed sessions without reasonable cause may result in account suspension and clawback of any funds already released for sessions not properly delivered.

6.11 Programme Cancellation and Refunds: If a Parent wishes to cancel a Programme:

  • Before any stages are started: The Parent may cancel for a full refund of any deposit paid, minus an administrative fee equivalent to one stage's proportionate value.
  • After stages have been completed: Completed stages are non-refundable — the Specialist has performed the work and is entitled to payment for completed stages. Any future staged payments that have not yet been charged will not be collected. For example, if a 5-stage Programme with a total price of £2,200 has completed 2 stages with £660 paid, the remaining £1,540 would simply not be charged.
  • Specialist cancellation: If a Specialist is unable to complete a Programme, the Parent will receive a full refund for all stages not yet completed. The Specialist retains payment for stages already delivered.
  • Dispute during a Programme: If a Parent raises a concern about the quality of a completed stage, they should contact ChildWize support. We will review and may mediate between the parties. ChildWize does not guarantee the quality or outcomes of any stage but will take appropriate action if a Specialist has clearly failed to deliver what was agreed.

6.12 Custom Service Disputes: If a Parent raises a dispute about a Custom Service deliverable within the 48-hour review period:

  • The Parent must provide a reason for the dispute and, where possible, evidence of why the deliverable does not meet what was agreed.
  • The payment remains held (not captured) while the dispute is reviewed.
  • ChildWize will review the dispute and may request information from both parties.
  • Resolution options:
    • Release to Specialist: If ChildWize determines the deliverable meets what was agreed, the payment is captured and released to the Specialist.
    • Refund to Parent: If ChildWize determines the deliverable does not meet what was agreed, the payment hold is released and the Parent is not charged.
    • Partial resolution: ChildWize may facilitate a partial refund or require the Specialist to revise the deliverable, depending on the circumstances.
  • ChildWize's decision on Custom Service disputes is final, subject to the Parent's statutory rights.
  • Grounds for dispute include: non-delivery, incomplete delivery, deliverable that is materially different from what was described, or deliverable that does not meet reasonable professional standards. Subjective dissatisfaction with the content of a professional opinion (for example, disagreeing with the findings of an assessment) is generally not grounds for a refund.

6.13 Custom Service Cancellation: Either party may cancel a Custom Service before it is marked as delivered:

  • Parent cancellation: The payment hold is released and the Parent is not charged, regardless of how much work the Specialist may have done. For this reason, Specialists are advised not to begin work on a Custom Service until the Parent's payment has been authorised.
  • Specialist cancellation: The payment hold is released and the Parent is not charged. The Specialist should notify the Parent of the cancellation and the reason.

6.14 Dispute Resolution (General): If you have a disagreement about a completed service (for example, you believe the Specialist did not provide the service as promised, or a Specialist thinks a Parent unfairly got a refund), please contact ChildWize support. We will review communications and evidence on the platform to make a fair determination. Our decision on disputes will try to be consistent with these Terms and platform policies. We may issue refunds, credits, or require a service to be redone at no additional cost, depending on the case. Both Parents and Specialists agree to cooperate in good faith during a dispute resolution. Note that our involvement in disputes is an added service to maintain quality and trust; it does not negate the basic fact that the contract for service is between Parent and Specialist. In some cases, we might facilitate a solution (like a partial refund) even if not strictly required, just to maintain goodwill.

7. Privacy and Data Protection

Protecting users’ personal data is very important to ChildWize. We comply with applicable UK data protection laws, including the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018, regarding the collection and processing of personal information. Please review our Privacy Policy for detailed information on how we collect, use, store, and disclose your data. Below is a summary of key privacy commitments in the context of these Terms:

7.1 ChildWize Privacy Policy: By using the platform, you acknowledge that you have read and understood our Privacy Policy (available on our website). The Privacy Policy explains what data we collect (such as registration info, child’s first name/age, Specialist profile info, messages, etc.), how we use it, and your rights regarding your data. If you have any privacy-related questions or requests, you can contact us as directed in the Privacy Policy or via support.

7.2 Parent and Child Data: Parents may provide information about their children in order to receive services. We limit the personal data about children that is collected. Any personal data about children is provided with the consent of the parent/guardian. ChildWize will treat such data with care and only share it with the Specialist(s) involved. We do not use children’s data for marketing.

7.3 Specialist Obligations (Data & Confidentiality): Specialists agree to treat all client information as confidential and comply with data protection laws. Do not keep a Parent’s or child’s personal information outside the platform longer than necessary, and secure any notes you take. If a Parent asks you to delete data you hold about them, comply unless you have a legal reason to retain it.

7.4 Platform Data Security: ChildWize implements security measures to protect user data. We will notify users and regulators of any data breach as required by law.

7.5 Messaging and Video Calls: Communications on the platform are generally private between the Parent and Specialist, but ChildWize may access them for moderation or dispute resolution. Video sessions are not recorded by default. If transcripts or summaries are generated, they may be stored and accessible to you and ChildWize.

7.6 GDPR and Data Rights: Users have rights under GDPR such as access, correction, deletion, and portability. Contact us to exercise these rights.

7.7 Cookies and Tracking: Our site uses cookies. See our Cookie Policy for details. You can refuse cookies, but that might affect functionality.

7.8 Safeguarding and Legal Reporting: Specialists may have a duty to report if they suspect a child is at risk. ChildWize will comply with legal obligations and may share data with authorities if required.

7.9 Third-Party Services: We use providers like Stripe, Daily, Postmark, and OpenAI. They may process some personal data as part of delivering the service.

7.10 Data Retention: We keep user data as long as needed for legitimate purposes and delete or anonymize it when no longer necessary.

7.11 Anonymised and Aggregated Data: We may use anonymised and aggregated data (that cannot identify you or your child) to help improve our services, monitor platform safety, and support research into child development trends. This data will never include personal or identifiable information.

8. Additional Terms for Specialists

(This section contains further obligations that apply specifically to Specialists providing services on ChildWize.)

8.1 Professional Conduct: Provide services with professionalism and within your competence. Act in the best interest of the child’s welfare.

8.2 Compliance with Professional Standards: Maintain any licenses or certifications required for your profession and follow ethical guidelines. Inform us if your credentials lapse.

8.3 DBS and Safeguarding: You must obtain and maintain the correct DBS clearance for your role (for example, enhanced DBS with children’s barred list where your work meets regulated activity thresholds). You agree that it is your responsibility, not ChildWize’s, to determine and meet any legal DBS requirement that applies to your practice.

ChildWize’s role is limited to sighting and recording DBS evidence provided by you. We do not warrant or guarantee that a DBS certificate or Update Service status is sufficient for your activities, nor do we act as your employer or as a Regulated Activity Provider. A DBS certificate is only a snapshot in time; you are responsible for keeping it up to date. Parents are reminded that a DBS check is one part of safeguarding and not a guarantee of suitability.

8.4 Use of Platform Tools: Use ChildWize’s tools for scheduling and communication whenever possible.

8.5 Content of Advice: Keep advice within scope and lawful. Do not prescribe medication via the platform.

8.6 No Guarantees or Misrepresentation: Do not guarantee results or misrepresent your abilities.

8.7 Punctuality and Availability: Honor time slots and confirm appointments promptly.

8.8 Communication and Responsiveness: Respond to questions within the timeframe you set and maintain professional communication.

8.9 Ratings and Reviews: Accept feedback gracefully and do not pressure Parents to change reviews.

8.10 Bundle and Programme Payment Terms for Specialists: When you offer a Session Bundle or Programme, you acknowledge and agree that:

  • Per-session release: For Bundles, the Parent pays the full amount upfront to ChildWize, and funds are released to you only as each session is delivered. You do not receive the full Bundle amount at the time of purchase.
  • Parent cancellation after cooling-off: If a Parent cancels a Bundle after the 48-hour cooling-off period (see Section 6.10), you will receive payment only for sessions you have already delivered. You will not receive any payment for sessions that were not delivered, regardless of the reason for cancellation. Unreleased funds are retained by ChildWize to cover platform costs and dispute risk. You acknowledge that this is a condition of offering Bundles on the platform.
  • Programme staged payments: For Programmes, you receive payment at each stage milestone as the Parent pays. If a Programme is cancelled, you retain payment for stages already completed. Future staged payments are not collected and you have no claim to them.
  • Commission: A flat 20% commission applies to all Bundle session releases and Programme stage payments. This is deducted before funds are transferred to you. Stripe processing fees are pro-rated across session releases for Bundles.

8.11 Non-Solicitation: Do not solicit ChildWize clients to arrange services off-platform. This obligation lasts for 12 months after you or the Parent leaves the platform.

8.12 Intellectual Property (Specialist Materials): You retain rights to materials you provide but grant the Parent a personal license to use them.

8.13 Indemnity for Specialist Actions: You agree to indemnify and hold harmless ChildWize, its directors, employees, and agents from and against any and all claims, losses, damages, liabilities, and expenses (including legal fees) arising from or related to:

  • The professional services you provide through the platform, including but not limited to assessments, reports, therapy sessions, and any other deliverables.
  • Any assessment, report, or professional opinion you produce under a Programme or Custom Service that is later found to be inaccurate, incomplete, or negligent.
  • Any breach of professional standards, codes of conduct, or regulatory requirements applicable to your profession.
  • Any breach of these Terms by you.

For the avoidance of doubt, assessments and reports produced through the platform represent your professional opinion and you bear sole responsibility for their content, accuracy, and any consequences arising from them. ChildWize does not review, approve, or endorse any professional deliverables and accepts no liability for their content or the outcomes of any services you provide.

8.14 Collaboration and Platform Improvements: Provide feedback to help improve ChildWize.

8.15 Removal or Suspension: ChildWize may suspend or remove Specialists who violate these Terms or harm the platform’s reputation.

9. Intellectual Property Rights

ChildWize owns the platform and its content. Users retain ownership of content they submit but grant ChildWize a license to use it for operating the service. Do not infringe others’ rights.

10. Disclaimers of Warranty

ChildWize provides the platform “as is” and makes no guarantees about outcomes. We do not provide medical or legal services and rely on third-party providers for certain functionality.

11. Limitation of Liability

ChildWize is not liable for the actions of Specialists or Parents. Our liability is capped at the amount you paid in the last six months or £100. We do not limit liability where it is illegal to do so.

12. Termination and Suspension

You may delete your account at any time. ChildWize may suspend or terminate accounts that violate these Terms. Certain obligations survive termination.

13. Indemnification

You agree to indemnify ChildWize for claims arising from your use of the platform or your breach of these Terms.

14. Governing Law and Dispute Resolution

These Terms are governed by English law. Disputes will be resolved in the courts of England and Wales.

15. Miscellaneous

These Terms, along with our Privacy Policy, constitute the entire agreement. We may update these Terms with notice. If you continue using the platform after changes, you agree to the updated Terms.