LEGAL & POLICIES
Dioum Provider Terms and Conditions for Regular Classes and Courses.
Regular classes and courses 5.10.2026
These terms apply to businesses, studios, clubs and instructors offering approved regular classes or courses through Dioum. They define the 5% class commission category, booking responsibilities, cancellations and participant protection. Online product sales, paid map presence, standalone events and professional consultations require separate applicable terms.
1 Parties and acceptance
1.1 This agreement is between DIOUM LTD, company number 17094552, of 124-128 City Road, London, England, EC1V 2NX (Dioum, we, us), and the business or sole trader identified in the accepted onboarding record (Provider, you). The Platform means the Dioum website and application. The accepting person must be at least 18 and authorised to bind the Provider.
1.2 The Provider supplies each class under a contract with the customer identified at checkout. Dioum supplies discovery, booking and payment administration within its agreed authority. Dioum does not employ the instructor, run the class or supervise participants. Each party remains responsible for its own conduct and legal obligations; describing Dioum as an intermediary does not exclude its own duties.
1.3 Give accurate legal and trading names, business address, contact details, instructor information and payment details. Activation requires approval, appropriate verification, payment-provider onboarding and affirmative acceptance of these terms and the 5% commission terms. Dioum records the accepted version and date and supplies a copy you can retain. Approval is not a guarantee of suitability for every participant.
1.4 These terms replace the former general Provider Terms only for regular classes when expressly accepted. They do not retrospectively alter existing bookings or accrued liabilities. The Refunds, Returns and Cancellation Policy, Privacy and Cookie Policy, Acceptable Use Policy and relevant Community Guidelines must be available before acceptance and apply to their respective subjects. Mandatory rights and more favourable binding customer promises prevail. Specific written commercial variations require express agreement.
2 What qualifies for the 5% category
2.1 A regular class is a structured activity offered under an ongoing timetable, such as daily, twice weekly, weekly or fortnightly, or as a defined course with a published sequence of sessions. It has identifiable teaching or activity content, an instructor, participant eligibility and clear session dates or booking rules.
2.2 The category covers approved classes for children, adults, mothers, or parents and children together. It includes drop-in places in a regular timetable, trial sessions forming part of that timetable, and fixed courses or term blocks. Buying only one session does not change its commission category. A trial carries 5% commission on its actual price; a genuinely free trial has no price-based commission.
2.3 Frequency alone does not qualify an offering. A regularly available clinical consultation, personal treatment, standalone event, festival or occasional workshop remains outside this agreement. Artificially splitting or relabelling an event as a course does not qualify it. Dioum must explain and agree the category before a paid listing goes live; no different commission may be imposed retrospectively on an existing booking.
2.4 A Provider may also run a separately approved online shop or map listing within one business account. Each service has its own terms, fees and cancellation choice. A class venue address may be shown to customers for attendance; that does not itself enrol the Provider in a separate paid map service. Closing one service does not automatically close another.
3 Included classes and excluded services
3.1 Subject to approval and appropriate competence, the launch category includes the following regular activities:
(a) Sport and movement: tennis, swimming, gymnastics, football, general fitness and comparable structured sports classes.
(b) Yoga and Pilates: classes for adults or children, parent-and-child sessions and appropriately adapted pregnancy or postnatal classes delivered by suitably trained instructors.
(c) Dance and performance: ballet, dance, drama and other recurring performing-arts classes.
(d) Art and creativity: drawing, painting, crafts and similar supervised creative classes.
(e) Music and learning: singing, music, language classes and structured educational clubs.
(f) Baby and toddler sessions: music and movement, sensory play and other structured activities with clearly stated parent or carer participation.
3.2 The list does not admit breastfeeding or lactation consultations, doula services, medical or mental-health consultations, physiotherapy, massage, personalised clinical nutrition advice or other professional treatment appointments. A recurring appointment does not become an eligible class. Standalone events, parties, occasional workshops, holiday childcare or camps, nursery care and unstructured childcare are outside this launch agreement unless separately assessed and expressly authorised under appropriate terms.
3.3 Regular individual tuition or coaching requires express category approval before listing. Group classes are the default scope. This prevents an individual treatment or consultation from being charged at the class rate merely because it repeats. Recorded digital courses, unrestricted gym memberships and open-ended consumer subscriptions require separate approval and suitable terms.
4 Qualifications safety and supervision
4.1 Maintain the qualifications, experience, training, insurance, permissions and registrations appropriate to the activity, venue and participants. Provide evidence on request and notify Dioum promptly of a relevant expiry, suspension or restriction. You must not operate where required cover or authorisation is missing. Maintain public-liability insurance and professional-indemnity or employer cover where appropriate or legally required.
4.2 For children’s provision, assess the applicable safeguarding, vetting and registration requirements. Obtain legally required and role-appropriate checks, including DBS checks at the level for which the role is eligible, and equivalent arrangements where applicable elsewhere in the UK. Where childcare registration is required, maintain it; where relying on an exemption, document why it applies. Calling an activity a club is not itself an exemption.
4.3 The listing must clearly distinguish a parent-and-child class from a drop-off class. In a parent-and-child class, the accompanying parent or carer must remain throughout and is responsible for the child’s ongoing personal supervision and behaviour. You remain responsible for competent instruction, a safe activity and venue, and your own duties of care. A parent’s presence does not exclude liability for your negligence or other liability that cannot lawfully be excluded.
4.4 Before accepting a child without a parent or carer present, you must provide your own separate registration and parental-consent form and obtain the signature, including a valid electronic signature, of a person with parental responsibility or appropriate legal authority. Collect directly the information reasonably needed for safe participation, such as emergency contacts, authorised collectors and relevant allergies, medical conditions or support needs. Explain your privacy arrangements. Dioum does not supply this form or the additional child information. You must verify completion before handover and remain responsible for supervision until authorised collection. No form may waive mandatory rights. Disclose the requirement before booking; your delay in supplying it must not be treated as the customer’s late cancellation.
4.5 Assess venue and equipment risks, capacity, first aid, emergency procedures, accessibility and reasonable adjustments. Communicate necessary age, ability and participation limits clearly. Pregnancy and postnatal exercise must stay within instructor competence, with appropriate screening and adaptations; do not promise medical outcomes or require a blanket waiver of legal rights.
4.6 Maintain a proportionate safeguarding and incident procedure. Deal with emergencies through the appropriate emergency services and safeguarding authorities; do not wait for Dioum support. Notify Dioum promptly where an incident affects a Platform booking or listing, sharing only information lawfully necessary. Obtain separate, appropriate permission for promotional photographs or recordings, particularly of children.
5 Listings timetables and booking information
5.1 Before payment, each listing must identify the contracting Provider, activity, intended participants, age and ability range, instructor or qualification level, venue or online format, session dates and times, duration, capacity, total price, taxes and mandatory charges. Explain whether the price is per adult, child, family or place, and what equipment or materials are included.
5.2 Before booking and payment, state parent-attendance requirements, arrival and collection arrangements, accessibility, essential participation information, required clothing or equipment, contact details and cancellation terms. Identify any minimum enrolment threshold and the deadline by which you will confirm or cancel. A class cancelled because enrolment is too low is a Provider cancellation.
5.3 Keep calendars and capacity accurate. Show school-holiday breaks, excluded dates and the local time zone. Avoid overselling and honour confirmed bookings. Use waiting lists transparently; do not charge a person on a waiting list unless a place is offered and payment is authorised. A paid trial or drop-in must show its own date and terms.
5.4 Clearly distinguish a single session, a fixed course, a term block and a flexible class pass. For a course, disclose session dates and price allocation. For a pass, disclose its number of credits, validity, eligible classes, how places are reserved, availability limits and the treatment of unused credits. These arrangements must not create unfair forfeiture. Pass-specific conditions must be approved and supplied before sale.
5.5 Do not enrol customers into recurring charges or renew a course automatically without an expressly accepted renewal arrangement. Customer membership or recurring-payment products require separate approval and compliant disclosures.
6 Commission
6.1 No onboarding fee, subscription fee, annual fee or separate access fee is payable by the Provider under this agreement. Dioum charges the Provider only the 5% commission on bookings set out in this clause 6.
6.2 Commission is 5% of the actual booking amount paid by the customer for each class, course or approved class pass after discounts. Mandatory Provider charges, including required materials, form part of the commissionable booking amount.
6.3 Commission is applied once to each commissionable booking amount. Redemption of a prepaid credit is not charged again. If an amount is refunded to the customer, Dioum reverses the corresponding commission on the refunded amount. Where the Provider lawfully retains all or part of a cancellation payment, the 5% commission applies only to the retained commissionable amount.
6.4 The 5% commission is the only Dioum platform charge payable by the Provider for the regular-classes service under this agreement. There is no onboarding fee, monthly or annual subscription, access fee or renewal fee, and no separate fixed charge applies for continued use of the service.
7 Customer cancellations and missed sessions
7.1 Apply the Refunds, Returns and Cancellation Policy. For an individually purchased session, cancellation 24 hours or more before its confirmed start (including exactly 24 hours) entitles the customer to a 100% refund, including any mandatory booking fee. The 24 hours are elapsed hours, taking account of the time zone and clock changes. No processing fee is deducted from that refund.
7.2 If the customer cancels less than 24 hours before the start or does not attend, the session is non-refundable. This rule must be clearly disclosed before purchase and applies only to the extent lawful. Honour any overriding statutory refund right.
7.3 For a course or term block sold as one package, apply the 24-hour rule separately to each session by reference to the price allocated to that session. If the customer cancels the whole course or term block, each session starting 24 hours or more after cancellation is fully refundable, and each session starting less than 24 hours after cancellation is non-refundable. Sessions already provided or missed are non-refundable. This clause applies only to the extent lawful, and any overriding statutory refund right must be honoured.
7.4 State the allocation of a package price before purchase. Unless a different fair allocation was clearly agreed, divide the actual package price equally across its sessions. Do not retrospectively reprice attended sessions at a higher drop-in rate to reduce a refund. Missing one session does not automatically cancel the remainder of the course. Any advertised make-up or transfer promise must be honoured.
7.5 For an approved flexible class pass, distinguish cancellation of a reserved session from cancellation or expiry of the pass itself. Apply the 24-hour rule to separately cancellable reservations and the policy to any refund entitlement. Credit restoration may be used only where consistent with the disclosed pass terms and the customer’s rights; it must not replace a monetary refund to which the customer is entitled. Agree a fair pass-refund method before listing.
7.6 Clear cancellation notice received by either Dioum or the Provider is sufficient for the contractual 24-hour rule. Record and forward notices promptly; use the receipt time, not the time staff process the message. Legally permitted statutory notices remain valid without an in-app button or form. Rescheduling is effective only when agreed and must not silently erase an existing refund right.
8 Provider cancellations and statutory remedies
8.1 If you cancel, cannot supply, or make a material change the customer does not accept, give the customer a 100% refund of the affected booking or allocated session price, including the corresponding mandatory booking fee. This applies in all cases, including illness, venue problems, low attendance and weather-related cancellation. A replacement date or credit requires the customer’s agreement. You bear associated non-refundable processing costs.
8.2 A replacement instructor must be appropriately qualified and must not materially reduce the promised service. Notify participants of relevant changes. A material change to the promised instructor, venue, time, format or activity must preserve any right to reject the change and receive a refund. Repeated cancellation or unreliable delivery may lead to proportionate restrictions.
8.3 The statutory treatment depends on the contract. Some leisure activities on specified dates may be exempt from statutory cooling-off; do not assume every educational course or flexible pass is exempt. Where statutory cooling-off applies, preserve it and obtain any required express early-start request and acknowledgement. Defective services remain subject to statutory remedies, including repeat performance or price reduction where required. No waiver excludes liability that cannot lawfully be excluded.
9 Payments payouts refunds and cost recovery
9.1 Complete Stripe Connect or other disclosed payment-provider onboarding and maintain accurate payout details. Within the actual payment permissions, authorise Dioum to administer payments and refunds, reverse transfers and deduct properly owed commission, refunds and other lawful amounts. These terms do not change liabilities the payment provider or law assigns to Dioum.
9.2 The applicable payout schedule, payment configuration and any conditions or proportionate dispute or refund holds must be disclosed and accepted before paid bookings go live. Payout timing remains subject to the supported payment-provider configuration and available funds. Course proceeds should be released against the allocated sessions as delivered; the whole course price is not automatically released after its first class. Class-pass expiry and unused credits need an agreed payout and refund method before sale.
9.3 You fund refunds and remedies for your provision. Dioum reverses its commission on refunded amounts. Where you lawfully retain a cancellation payment, Dioum retains 5% commission only on the corresponding retained commissionable amount. No double commission applies. Payment-provider or dispute costs must not reduce a customer’s full refund entitlement.
9.4 No additional Dioum transaction, onboarding, subscription, access or annual fee is charged to the Provider under this agreement. Any third-party payment-provider terms that apply to the payment flow must be disclosed before paid bookings go live and do not alter the 5% Dioum commission.
9.5 Dioum may make permitted transfer reversals, itemised deductions from available or future payouts and proportionate reserves for reasonably anticipated refunds or disputes. Explain the basis, review holds as risk changes and release excess promptly. You must reimburse an itemised shortfall within 14 calendar days of receipt. Explain disputed items promptly, provide supporting evidence and pay undisputed sums on time. Lawful debts survive termination, subject to insolvency law; recovery is not guaranteed.
9.6 Customer refunds must not wait for your reimbursement or a payout dispute. Pay any refund due under the refund policy without undue delay, normally no later than 14 days after the entitlement arises, or sooner where required. No deduction may be made from a full refund required under the refund policy or applicable law. Dioum must not retain a separate customer fee where the policy requires its refund.
10 Support and protecting Platform bookings
10.1 Respond promptly and substantively to customer or Dioum enquiries, or explain what further information is reasonably needed. This obligation does not extend legal deadlines. Keep proportionate attendance, cancellation and payment records. Use the support contact supplied at onboarding for disputes. Dioum will handle complaints within a reasonable period, explain material delays and provide an appropriate next update.
10.2 Do not deliberately move a Platform enquiry, class booking or renewal being arranged through the Platform to an external website, bank transfer, cash or direct message to avoid the agreed 5% commission. This includes asking a customer to cancel and rebook elsewhere or offering a discount conditional on external payment. Ordinary class administration, emergency contact, legally required information, independent advertising and unrelated pre-existing customer dealings are permitted.
10.3 A first confirmed ordinary diversion incident receives a written warning; a separate confirmed incident after it receives a final warning; a third after that leads to permanent exclusion from this service, subject to clause 11. Give evidence or sufficient particulars and a reasonable opportunity to respond. One incident is not multiple strikes merely because it contains several messages. There is no automatic 20% penalty; only demonstrably avoided commission and other lawful proven loss may be recovered without double recovery.
10.4 Messages exchanged between customers and the Provider through the Platform may be stored by Dioum. Dioum does not routinely monitor these messages and will access or review them only where necessary to handle a complaint or dispute, to address a safety or safeguarding concern, to comply with a legal obligation, or to prevent fraud or misuse of the Platform. Any such access is limited to what is necessary and proportionate, is carried out in accordance with the Privacy and Cookie Policy and applicable data-protection law, and affected users will be given appropriate notice except where notice is unlawful or would prejudice an investigation.
11 Restrictions termination and appeals
11.1 Dioum may proportionately restrict listings or bookings for safety, fraud, missing required documents, non-payment of properly owed amounts, deliberate avoidance of the agreed 5% commission or material breach. Give reasons in a durable form before or when restriction takes effect, unless legally prohibited. An urgent safety concern may justify protective suspension without prior warnings; it is not an automatic finding of wrongdoing.
11.2 Permanent termination normally requires at least 30 days’ written notice and reasons. A shorter period applies only where law permits, such as demonstrated repeated infringements or a legal obligation requiring earlier action. The Provider may challenge a warning, restriction or termination through support. Review the facts fairly, explain the outcome and correct errors without undue delay. Permanent exclusion has no automatic expiry; re-registration to evade it is prohibited, while appeal and expressly authorised reinstatement remain possible.
11.3 You may request closure of the regular-classes service through account controls or written notice. Existing classes must be supplied or lawfully refunded, outstanding sums settled and customer records made available as necessary through secure access or export. Ending this service does not automatically cancel an online shop or separately paid map listing. Any wider restriction requires its own grounds.
12 Data content and confidentiality
12.1 As part of the normal class-booking process, the only child details Dioum provides to you are the child’s name and age, as supplied by the booking parent or carer. Dioum does not routinely provide the child’s date of birth, health or allergy information, emergency contacts or other child-profile information. Any further information you need must be collected directly from the parent or carer, including through your signed form for drop-off classes under clause 4.4. This does not prevent a disclosure required by law or separately justified to address an emergency or safeguarding concern; it is not a general permission to share additional profile data.
12.2 You are responsible for identifying the necessary information, collecting only what is relevant, verifying it with the parent where necessary, and storing and using it securely for lawful purposes. Establish the required lawful bases and any additional conditions for sensitive information, provide your privacy notice, restrict access and apply appropriate retention periods. Do not rely on Dioum’s booking record as a complete child registration or medical record. Do not add customers to marketing lists without the required lawful basis and consent where needed. Notify Dioum promptly of incidents affecting shared data.
12.3 Each party is responsible for its actual data-protection role; enter a processing agreement where required. Follow the Privacy and Cookie Policy and lawful retention requirements. Providers receive their own booking information, not other Providers’ private customers, income, negotiated fees or account data. Non-public business information is confidential, subject to lawful disclosure to advisers, authorities or service providers as necessary.
12.4 Retain ownership of your content and grant Dioum a non-exclusive, royalty-free licence to host, display, format and promote approved listings, with necessary service-provider sublicences. You must own or have permission for text, images, music and other materials. This does not replace separate permissions for external promotional use of identifiable participants or children. Stop new promotional use within a reasonable period after termination, subject to lawful record retention.
12.5 Dioum provides its platform service with reasonable care and skill but does not guarantee traffic, bookings or uninterrupted availability. Material ranking, paid-placement, differential-treatment and data-access disclosures must reflect the live service and be provided before activation. Paid promotion requires separate agreement and appropriate labelling.
12.6 Where the Platform provides a free-text or additional information field at booking, customers must not enter health, medical, or other special-category or sensitive personal information in that field, and Dioum is not responsible for any such information a customer chooses to share through it. Dioum acts as a matchmaking and booking service and not as the provider of the underlying activity. Where you genuinely need health, allergy, medical or other sensitive information for safe participation, you must collect it directly from the parent, carer or customer through your own consent form under clause 4.4, establishing the appropriate lawful basis and any additional conditions, and must not rely on the additional information field for that purpose.
13 Liability and changes
13.1 You remain responsible for staff, class delivery, premises, taxes and your legal duties. Reimburse Dioum for reasonable, recoverable third-party claim losses caused by your breach, unlawful content or unsafe provision, except to the extent caused by Dioum’s own breach or negligence. Dioum must notify you, allow reasonable participation in the defence and mitigate loss.
13.2 Nothing excludes fraud, fraudulent misrepresentation, death or personal injury caused by negligence or liability that cannot lawfully be limited. Subject to that rule and legal reasonableness, Dioum’s aggregate liability to the Provider in a 12-month period is capped at the greater of £5,000 and the commission retained from that Provider in the preceding 12 months. The cap does not permit withholding Provider funds properly due or reducing mandatory customer rights.
13.3 Give changes at least 30 days’ advance notice in a durable form, or longer where required, unless a shorter period is lawfully permitted. The Provider may terminate before changes take effect. Any change to the 5% commission or introduction of a new Provider charge requires the Provider’s express acceptance before it applies to future bookings. No change applies retrospectively to confirmed bookings or accrued liabilities.
14 Notices and general terms
14.1 Use the Provider email recorded at onboarding and the Dioum support contact supplied with acceptance, or another agreed durable method, for business notices. Written notices may also be sent to Dioum’s registered office. Consumer cancellation methods remain governed separately by the refund policy. Keep notice details current.
14.2 English law governs this business agreement, with the courts of England and Wales having jurisdiction subject to mandatory rules. No partnership or employment relationship is created. Dioum’s payment and booking authority is limited to what is expressly agreed and legally permitted. An invalid provision is severed only as necessary; the remainder continues. Failure to enforce once is not a permanent waiver.
14.3 Neither party may transfer obligations in a manner reducing the other’s rights without required consent. Confidentiality, accrued commission, lawful reimbursement, existing customer remedies and provisions needed to resolve claims survive closure. No third-party enforcement right is created under the Contracts (Rights of Third Parties) Act 1999. This does not remove customers’ rights under their own contracts or law.
Information required before a class goes live
The onboarding and listing record must capture the Provider’s legal identity and contacts; activity category; instructor and relevant qualifications; venue or online delivery details; intended ages and abilities; parent attendance or drop-off arrangements; capacity and supervision; required insurance, vetting and registration evidence; and the appropriate safety and emergency procedures.
The booking record must also capture dates, times and holidays; session length; price per person or family; what is included; the booking type; course allocation or approved pass rules; cancellation and replacement arrangements; the accepted 5% commission arrangement and activity coverage; and the supported payout schedule. These records must be available to the relevant party in a form they can retain.