Policies

PRIVÉ POLICIES

Privacy Policy • Terms & Conditions • Cancellation & Refund Policy

Last Updated: 9 August 2026

Welcome to Privé.

Privé is a private wellness marketplace connecting clients with independent massage and wellness professionals.

Our goal is to provide a convenient, professional and trusted environment for discovering and booking wellness experiences.

By using the Privé website, creating an account, applying as a provider or making a booking, you agree to the applicable policies below.

1. PRIVACY POLICY

1.1 Our Commitment to Privacy

Privé respects your privacy and is committed to protecting your personal information.

We collect and process personal information only for legitimate business purposes connected with operating the Privé platform, including creating accounts, processing bookings, verifying providers, communicating with users, preventing fraud and providing customer support.

Privé will handle personal information in accordance with applicable privacy and data-protection laws, including the Protection of Personal Information Act 4 of 2013 (POPIA) where applicable.

1.2 Information We May Collect

Depending on how you use Privé, we may collect:

Client information

Full name
Email address
Telephone number
General location
Booking information
Service preferences
Reviews and ratings
Customer-support communications

Provider information

Providers may additionally be required to provide:

Full legal name
Contact information
Identification information
Profile photograph
Professional information
Qualifications or certifications where applicable
Service information
Availability
Banking/payout information
Verification information

Important: Privé should only collect information that is reasonably necessary for the relevant purpose. The Information Regulator specifically promotes collecting only necessary data and securely protecting information held by an organisation.

1.3 How We Use Information

We may use information to:

Create and manage accounts
Process bookings
Process payments
Facilitate provider payouts
Verify provider identities
Communicate booking information
Provide customer support
Prevent fraud and abuse
Resolve disputes
Improve the Privé platform
Manage reviews and ratings
Send service-related notifications
Send marketing communications where permitted and appropriately consented to
Meet legal and regulatory obligations

1.4 Information Sharing

Privé may share necessary information with trusted service providers that help us operate the platform, such as:

Payment processors
Hosting providers
Booking technology providers
Identity-verification providers
Communication providers
Customer-support providers
Professional advisers
Law enforcement or regulatory authorities where legally required

We do not intend to sell users' personal information as a source of revenue.

1.5 Provider Profiles

Information that a provider chooses or is required to make public may appear on their Privé profile.

This may include:

Professional name
Photograph
Service description
Service area
Prices
Availability
Professional biography
Reviews
Verification status

Sensitive verification information, such as identification documents, should not be displayed publicly.

1.6 Payment Information

Payments may be processed by third-party payment providers.

Privé may receive transaction information necessary to identify and manage a payment, but full payment-card details should generally be handled by the relevant payment processor rather than stored directly by Privé.

1.7 Cookies

Privé may use cookies and similar technologies to:

Keep the website functioning
Remember preferences
Understand website usage
Improve performance
Measure marketing effectiveness

1.8 Your Privacy Rights

Subject to applicable law, you may have rights relating to your personal information, including rights to:

Request access to personal information
Request correction of inaccurate information
Object to certain processing
Request deletion where legally applicable
Withdraw consent where processing relies on consent

The Information Regulator identifies access, correction and objection among important privacy rights under POPIA.

1.9 Data Security

Privé will take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

1.10 Contact

For privacy questions or requests:

Email: [INSERT PRIVÉ EMAIL]

Privacy Contact: [INSERT NAME/ROLE]

2. PRIVÉ TERMS & CONDITIONS

2.1 About Privé

Privé operates an online marketplace that allows clients to discover and book independent wellness professionals.

Unless expressly stated otherwise, Privé acts as a platform/intermediary connecting clients and independent providers.

Individual providers are responsible for the services they offer and for complying with applicable laws, qualifications and professional requirements.

2.2 Eligibility

Users must be 18 years or older to use Privé for bookings or to provide services.

By using Privé, you confirm that the information you provide is accurate and that you have the legal capacity to enter into applicable agreements.

2.3 Provider Requirements

Providers must:

Provide truthful information
Complete required verification
Provide accurate photographs and descriptions
Only offer services they are legally permitted and appropriately qualified to provide
Maintain professional conduct
Respect clients
Follow Privé safety standards
Maintain accurate availability
Honour accepted bookings
Follow applicable health, safety and licensing requirements

Privé may suspend or remove a provider who violates these requirements.

2.4 Prohibited Conduct

Privé does not permit:

Illegal services
Sexual exploitation
Human trafficking
Coercion
Services involving minors
Non-consensual conduct
Violence or threats
Harassment
Fraud
Misrepresentation
Stolen identities
Unauthorised payment arrangements
Any activity prohibited by applicable law

A wellness or massage booking does not create consent for any activity beyond the agreed service.

Any sexual activity, if offered or requested, must not be assumed to be part of a massage booking and must comply with applicable law and Privé's rules.

2.5 Bookings

A booking is considered confirmed when:

The customer selects an available service and appointment time;
Payment is successfully processed; and
The booking receives confirmation from Privé.

Providers should not accept bookings they cannot reasonably fulfil.

2.6 Prices

Prices displayed on Privé should clearly identify the applicable currency.

Unless otherwise stated, the price shown at checkout is the amount payable for the selected service.

Additional charges should not be introduced without appropriate disclosure.

2.7 Payments

Customers pay through the payment methods made available by Privé.

Privé may deduct its applicable platform commission and other agreed fees before calculating provider payouts.

2.8 Provider Payouts

For our initial launch:

Provider payouts will be processed weekly.

The initial policy can be:

Payout Day: Every Friday

Completed eligible bookings from the applicable payout period will be included in the provider's payout.

Privé may delay a payout where there is:

A suspected fraudulent transaction
A chargeback
A serious customer complaint
A refund under review
A payment-processing issue
A verification issue
A legal or regulatory requirement

We'll refine this once we choose the actual payment/payout system.

2.9 Reviews

Customers may be invited to review completed experiences.

Reviews must be:

Honest
Relevant
Respectful
Based on an actual experience

Privé may remove reviews that contain:

Threats
Hate speech
Personal information
Fraudulent content
Harassment
Sexually explicit content
False or manipulated information

2.10 Provider Verification

A "Verified Provider" badge means that the provider has completed the verification process required by Privé at the time of verification.

Verification does not mean that Privé guarantees the provider's future conduct or guarantees the quality of every service.

2.11 Safety

Users are encouraged to:

Communicate through appropriate channels
Confirm appointment details
Report suspicious behaviour
Leave an appointment if they feel unsafe
Contact emergency services where immediate danger exists

Privé may suspend accounts while investigating safety complaints.

2.12 Limitation of Platform Role

Privé provides technology and marketplace services.

Unless expressly stated otherwise, Privé does not directly employ independent providers and does not personally perform the services listed by providers.

The exact legal structure should be reviewed by a lawyer before launch because this distinction can affect liability, tax, employment and regulatory obligations.

2.13 Changes to Privé

Privé may update the platform, services, policies, fees and features from time to time.

Material changes will be communicated through appropriate channels where required.

2.14 Account Suspension

Privé may suspend or terminate an account where there is reasonable evidence of:

Fraud
Abuse
Safety violations
Misrepresentation
Policy violations
Illegal activity
Payment abuse
Repeated cancellations or no-shows
Conduct that places other users at risk

2.15 Contact

Questions about these Terms can be sent to:

[INSERT PRIVÉ SUPPORT EMAIL]

3. CANCELLATION & REFUND POLICY

3.1 Our Goal

We understand that plans change.

Privé's cancellation policy is designed to balance fairness between clients and independent providers.

3.2 Client Cancellation

More than 24 hours before the appointment

The client may cancel and receive a full refund, subject to applicable payment-provider processing rules and any rights that cannot legally be excluded.

12–24 hours before the appointment

The client may receive a partial refund, depending on the service and provider's cancellation terms.

Less than 12 hours before the appointment

The booking may be non-refundable or subject to a cancellation fee, except where applicable law requires otherwise.

No-show

If a client fails to attend or cannot be reached at the agreed appointment location, the provider may be entitled to retain an applicable cancellation/no-show fee.

3.3 Provider Cancellation

If a provider cancels a confirmed appointment:

The client will generally be offered:

Option 1: Full refund

Option 2: Assistance finding another available provider.

Repeated provider cancellations may result in reduced visibility, suspension or removal from the platform.

3.4 Provider Emergency

We understand that genuine emergencies happen.

Providers should contact Privé as soon as reasonably possible.

Privé may waive penalties where circumstances reasonably justify doing so.

3.5 Late Arrival

Clients and providers are expected to arrive on time.

If a client arrives late, the provider may not be able to extend the appointment because of another scheduled booking.

If a provider is significantly late, the client may contact Privé Support for assistance.

3.6 Refunds

Approved refunds will generally be returned through the original payment method where possible.

The time it takes for funds to appear in a customer's account may depend on the payment provider or bank.

3.7 Service Complaints

If you believe a service was materially different from what was booked or you experienced inappropriate conduct, contact Privé as soon as possible.

Please provide:

Booking number
Date and time
Provider
Description of the issue
Supporting information where appropriate

Privé may investigate the matter and take appropriate action.

3.8 Safety-Related Cancellation

If a customer or provider feels unsafe, they should leave the situation where possible and seek appropriate emergency assistance.

Safety concerns should be reported to Privé immediately.

A safety-related cancellation may be reviewed separately from the normal cancellation policy.