LEGAL & POLICIES
Dioum Services and Events Terms and Conditions
Effective date: 5.10.26
These terms govern independent providers offering approved appointments, personal services and standalone events through Dioum. They set the 15% commission category, access fees, responsibilities, customer cancellations and payment arrangements. Regular classes and courses, online shops and separately paid offline map listings are governed by the Dioum Provider Terms and Conditions, Dioum Online Shop Terms and Conditions and Dioum Offline Shop Terms and Conditions, respectively.
1 Parties and bookings
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 is the Dioum website and application. The person accepting must be at least 18 and authorised to bind the Provider.
1.2 You contract directly with the customer to supply the booked service or event. Dioum provides discovery, booking and payment administration within its expressly agreed and lawful authority. You are an independent provider, not an employee of Dioum. Dioum does not itself perform your treatments, host your events or supervise participants. Each party remains responsible for its own conduct and legal obligations.
1.3 Give accurate business, identity, contact and payment details. Activation requires approval, payment-provider onboarding and affirmative acceptance of the applicable terms and charges. Dioum records the accepted version and supplies a copy you can retain. Approval of a listing does not mean every qualification or insurance document has been checked.
1.4 The Dioum Refunds Returns and Cancellation Policy, Dioum Privacy and Cookie Policy, Dioum Acceptable Use Policy and Dioum Community Guidelines must be supplied before acceptance and apply to their subjects. Mandatory rights and more favourable binding customer promises prevail. These terms apply prospectively and do not change existing bookings retrospectively.
2 Scope of Services and Events
2.1 Approved offerings may include standalone family or mothers’ events, occasional workshops, family and maternity photography, non-clinical coaching, home organisation, mobile hair and beauty services, manicure, pedicure and massage. Breastfeeding peer-support meetings and professional lactation consultations must be separately described and approved according to the actual service and competence required.
2.2 Frequency alone does not determine the category. A monthly event or recurring personal treatment can remain within Services and Events. Buying one place in a regular class does not turn that class into a 15% event. Dioum must explain and agree the category before sale; no retrospective reclassification or commission increase applies to an existing booking.
2.3 Clinical treatment, mental-health treatment, invasive or aesthetic procedures, regulated healthcare and unsupervised childcare require separate assessment and express written approval with suitable requirements before listing. A general listing approval does not authorise them. Coaching and peer support must not be presented as diagnosis or treatment.
3 Access and commission
3.1 No onboarding fee or access subscription is payable under these terms. Commission and payment-processing charges apply as set out below.
3.2 Dioum charges 15% on every booking paid through the Platform, including repeat Platform bookings. The commission base is the actual Provider price after discounts, excluding VAT on the underlying supply and any separately identified customer booking fee payable to Dioum. Mandatory Provider charges, including materials and travel, form part of the price. Charge commission only once on a prepaid package, not again when a prepaid appointment is redeemed.
3.3 Commission is exclusive of VAT where chargeable, with the total clearly shown before acceptance. Actual payment-processing charges are separate and must be disclosed before onboarding. These terms do not introduce an additional customer booking-fee rate. Any such charge requires separate agreement and clear disclosure before checkout.
4 Responsibility and supporting documents
4.1 You are responsible for the quality, legality and safe performance of all your listed services and events, including the conduct of employees and subcontractors, equipment, premises, hygiene, customer screening, relevant consent, tax and applicable legal obligations. Maintain the competence, qualifications, insurance, licences and professional registrations required for each activity and location. This responsibility exists whether or not Dioum requests documents.
4.2 Dioum may request relevant documents and require you to upload them through the application, before activation or later. Requests may cover identity, qualifications, insurance, licences, professional registration, safeguarding and other evidence reasonably necessary for the offering. Supply genuine, current evidence within the stated reasonable deadline. Notify Dioum promptly of expiry, suspension or restrictions affecting eligibility.
4.3 Where an authorisation or qualification is legally required, do not offer the activity without it. Maintain insurance appropriate to the work and expressly covering relevant home visits or treatments. Dioum may restrict new bookings while reasonably necessary evidence is missing or under review. A request-based process does not waive mandatory requirements or promise that every document has been independently verified.
5 Document status and service safety
5.1 “Document uploaded” means only that evidence has been supplied. It must not be described as “verified”, “certified by Dioum” or a guarantee of safety. A checked status may appear only after the stated check has actually occurred and must identify its scope and, where relevant, date or expiry. False, misleading or outdated credentials may result in restriction. Do not publicly display full identity or insurance documents containing unnecessary personal information.
5.2 For massage and beauty services, assess contraindications, allergies, hygiene and equipment safety within your competence; obtain treatment consent and arrange any required patch test. Disclose necessary screening and participation requirements before payment. Do not perform an unsafe or unauthorised treatment. If a procedure cannot proceed, apply the fair cancellation and refund rules to the actual circumstances; a safety refusal does not automatically justify keeping the whole payment.
5.3 For home visits, state the service area, travel charge, access and space requirements, arrival window and appointment duration before booking. Use reasonable arrangements protecting both customer and practitioner. Record attempted attendance or access accurately. An access problem is not automatically a customer no-show where your lateness, incorrect information or other failure caused it.
5.4 For events, you are responsible for capacity, venue permission, risk assessment, staffing, accessibility, first aid and emergency arrangements appropriate to the activity. Disclose any minimum attendance threshold and decision deadline. Low enrolment, illness, venue problems and weather do not remove the refund obligations if you cancel.
5.5 Clearly distinguish breastfeeding peer support from professional advice. State the practitioner’s actual qualifications and scope. Do not imply an IBCLC credential or regulated professional status without entitlement. Refer matters outside your competence appropriately and do not promise medical outcomes. Health information and consultation records must be collected directly and handled lawfully by the Provider.
6 Children and personal information
6.1 Dioum accounts are for adults aged 18 or over. A responsible adult may use their account to manage a child’s booking and information; no account is created for the child. Dioum’s routine child-information disclosure is limited to the child’s name and age supplied by the responsible adult. Dioum does not routinely supply a date of birth, medical history, allergies or emergency contacts. This does not prevent a disclosure required by law or independently justified for an emergency or safeguarding purpose.
6.2 At a parent-and-child activity, the accompanying adult must stay and is responsible for the child’s ongoing personal supervision. You remain responsible for safe delivery and your own duties of care. Before accepting a child without their adult, obtain any required approval for that offering and supply your own separate registration and consent form for signature by a person with parental responsibility or appropriate authority.
6.3 Collect necessary emergency contacts, authorised collectors and relevant health or support information directly. Explain your privacy arrangements and verify completion before handover. You are responsible for supervision until authorised collection. Disclose the form requirement before booking; your delay in supplying it is not the customer’s late cancellation. Maintain legally required, role-appropriate safeguarding checks and registrations. No signed form waives mandatory rights.
6.4 Tell customers not to put health, medical, allergy, safeguarding or other special-category information in general free-text or additional-information fields, ordinary messages or public content. Direct necessary disclosures to your approved registration process and collect only what is necessary. This does not prevent lawful, necessary and proportionate recording or disclosure for an incident, dispute, emergency or safeguarding concern.
7 Listing information and customer cancellations
7.1 Before payment, identify the contracting Provider, service, practitioner, location or delivery format, date and time zone, duration, eligibility, capacity, full price and mandatory charges. Explain what is included, required preparation, accessibility, contact methods and these cancellation rules. For photography, specify the deliverables, editing, delivery deadline and usage rights. Promotional use of identifiable customers or children requires appropriate separate permission.
7.2 Keep availability accurate and honour confirmed bookings. Distinguish an immediately confirmed booking from a request awaiting acceptance, including when payment is taken. Do not impose undisclosed terms, travel charges or mandatory extras after payment. Necessary customer-facing conditions must be supplied in a form the customer can retain.
7.3 For an individually purchased appointment or service other than an event or special session, a customer cancellation received at least 24 hours before the confirmed start, including exactly 24 hours, receives a full refund of the cancelled booking, including any mandatory booking fee. Measure elapsed hours and account for clock changes. No processing costs are deducted from a full customer refund.
7.4 For an individually purchased appointment or service other than an event or special session, a cancellation received less than 24 hours before the confirmed start, or a no-show, is non-refundable, subject to mandatory statutory rights. A no-show means the customer does not attend a booking that you were ready and able to deliver as agreed.
7.5 For a standalone event or special session, a customer cancellation received more than 72 hours before the confirmed start receives a full refund of the cancelled booking, including any mandatory booking fee. A cancellation received between 24 and 72 hours before the confirmed start, including exactly 24 or 72 hours, receives a 50% refund of both the cancelled booking price and any corresponding mandatory booking fee. A cancellation received less than 24 hours before the confirmed start, or a no-show, is non-refundable. Measure elapsed hours and account for clock changes. No processing costs are deducted from a full customer refund. Mandatory statutory rights and any more favourable binding customer promise prevail.
7.6 Cancellation is effective when a clear notice is received by Dioum or the Provider, not when staff process it. Record and forward direct notices promptly. A customer is not required to use an in-app button where another legally permitted method is used. Voluntary more generous terms shown before purchase must be honoured.
8 Rescheduling packages and Provider cancellations
8.1 A customer’s request to reschedule changes the booking only when agreed. Until then, the original booking remains in place unless cancelled. Disclose any lawful rescheduling charge before agreement; do not charge that fee and also retain a non-refundable cancellation amount for the same booking. A Provider-requested material change cannot be used to remove a refund right.
8.2 If you cancel, fail to supply or materially change the booking and the customer declines the change, give the customer a 100% refund of the affected price and corresponding mandatory booking fee in all cases. A replacement date, practitioner or credit is optional and requires agreement. For a package, refund 100% of the fairly allocated affected portion. You bear associated non-refundable processing costs.
8.3 Packages, blocks and passes require approved, clear price allocation, validity and withdrawal terms before sale. Where individual sessions are booked separately, the applicable fixed cancellation rules in clauses 7.3 to 7.5 apply to each affected session. Withdrawal from a fixed sequence or cancellation of unused sessions is governed by those rules for each affected session; services already supplied remain payable. Flexible packages and recurring customer subscriptions require separately approved conditions before sale.
9 Statutory rights refunds and payments
9.1 Do not assume every dated service is exempt from statutory cancellation rights. The exemption for certain leisure services on a specified date or period must be assessed against the actual contract. Where statutory cooling-off applies, preserve the applicable 14-day right, provide required information and obtain any required express request to start early and acknowledgement about full performance. Charge for partial performance only where legally permitted. Contractual late-cancellation and no-show rules cannot override these rights.
9.2 Customers retain mandatory remedies for services not supplied with reasonable care and skill or not as agreed, including repeat performance or price reduction where applicable. Process refunds without undue delay and, as a contractual maximum for an established cancellation entitlement, within 14 days of the cancellation; meet any earlier statutory deadline. Use the original payment method unless a lawful alternative is expressly agreed without cost to the customer. Provider reimbursement disputes must not delay customer refunds.
9.3 Complete the disclosed payment-provider onboarding and maintain accurate payout information. Within the actual payment permissions, authorise Dioum to administer payments, refunds, transfer reversals and deductions properly due under these terms. This agreement does not transfer liabilities that the payment provider or the law places on Dioum.
9.4 Supply the payout schedule supported by the applicable payment-provider configuration before paid listings go live. Payout timings are proposed operational targets subject to confirmation of the applicable payment-provider configuration; release is subject to that disclosed schedule, available funds and proportionate refund or dispute holds under clause 9.6. Packages need an agreed allocation across delivery stages; the whole package is not automatically payable after its first appointment. An unpaid or disputed completion stage must be addressed fairly.
9.5 You fund refunds and remedies relating to your services and actual non-refundable processing costs. Dioum reverses its commission on the refunded portion. Dioum retains 15% only on the commissionable amount of any cancellation payment lawfully retained. Actual payment-dispute costs attributable to your booking are your responsibility, except to the extent caused by Dioum’s breach or negligence. No double recovery or deduction from a mandatory full customer refund is permitted.
9.6 Dioum may deduct properly owed fees, refunds and recoverable costs from available or future payouts and reverse transfers where supported. Any reserve must be proportionate to a specific refund, dispute or financial risk, explained where lawful, reviewed regularly and released when no longer reasonably needed. Provide an itemised statement of deductions. Unsupported estimates do not become final debts merely because funds are held.
9.7 If available funds are insufficient, reimburse an itemised, properly due demand within 14 calendar days. Promptly identify disputed items and provide evidence; pay undisputed sums when due. Dioum must review a genuine dispute fairly. Liability for accrued sums survives closure or cessation of trading, subject to applicable insolvency law. Dioum bears costs attributable to its own breach or negligence.
9.8 Respond promptly to booking complaints and keep the customer informed where more time is needed. Cooperate with Dioum’s refund administration and provide information reasonably required to establish the timing of a cancellation or the application of mandatory statutory rights. Do not require customers to waive chargeback, court or other statutory rights as a condition of assistance.
10 Direct contact and future bookings
10.1 Customers and Providers may communicate directly to arrange service details, safety screening and attendance. Changes affecting an existing Platform booking must be recorded and notified promptly to Dioum. A direct conversation does not remove an existing booking’s cancellation rights or commission.
10.2 Do not divert a current Platform booking or active Platform enquiry into external payment to avoid commission, including asking the customer to cancel and rebook privately. After the first Platform booking has been supplied and paid for, the customer and Provider may independently arrange a genuinely new future service directly, provided it is not a rescheduling, substitution, continuation or unfulfilled part of a Platform booking or package and does not arise from an active Platform enquiry. Dioum charges no commission on those independent off-platform bookings and does not administer their payments or refunds. Existing claims concerning the original Platform booking remain unaffected.
10.3 There is no obligation to report permitted future private dealings under clause 10.2. Every repeat booking paid through Dioum remains subject to the 15% commission. A rescheduled, substituted, continued or split portion of an existing booking or package is not a new independent booking for fee avoidance. Do not use booking data for unsolicited or otherwise unlawful marketing.
10.4 For ordinary confirmed diversion incidents, Dioum gives a written warning for the first, a final warning for a separate incident after that, and permanent exclusion from this service for a third subsequent confirmed incident, subject to clause 11. Give reasons and a reasonable opportunity to respond. One episode is not several strikes merely because it contains several messages. Only lawful, evidenced losses may be recovered; there is no automatic penalty percentage.
11 Restrictions and termination
11.1 Dioum may proportionately restrict access for safety concerns, fraud, missing reasonably required evidence, non-payment or material breach. Provide reasons in a durable form before or when restrictions take effect unless prohibited by law, and give a reasonable opportunity to remedy a remediable issue where appropriate. An urgent concern can justify protective suspension without prior warning or cure period; suspension is not itself a finding of wrongdoing.
11.2 Permanent termination ordinarily requires at least 30 days’ written notice and reasons, subject to lawful exceptions such as demonstrated repeated infringements or a legal obligation to act sooner. Providers may appeal through support; Dioum must review evidence fairly and explain its decision. Re-registration to evade a valid exclusion is prohibited. Correct an erroneous restriction promptly. If Dioum ends paid access for convenience rather than for the Provider’s breach, it must refund the fairly allocated unused prepaid access fee.
11.3 You may cancel renewal or request closure through account controls or written notice. Complete existing bookings or fund lawful refunds and settle properly owed sums. Other separately enabled services, such as a shop, classes or paid map presence, have separate terms and charges and do not automatically end. A wider restriction requires its own grounds.
12 Data and content
12.1 Each party is responsible for its actual data-protection role. Use customer information only for delivery, legal obligations or another independently lawful purpose. Collect only necessary information and apply appropriate security, retention and privacy notices, including an additional lawful condition for sensitive health data. Notify Dioum promptly of incidents affecting shared data. Put a processing agreement in place where required.
12.2 Providers receive their own booking information, not other Providers’ private customer, financial or negotiated commercial information. Public listings remain public. Keep non-public business information confidential, subject to necessary lawful disclosure. You retain your content and grant Dioum a non-exclusive licence to display and promote authorised listings; obtain all necessary image, music and other rights. Listing rights do not replace participant permissions.
12.3 Copies of Platform messages may be stored. Dioum does not routinely or unrestrictedly monitor them. Authorised personnel may access copies only where reasonably necessary and proportionate to handle a user complaint or dispute, or where required to comply with a legal obligation or to address a genuine safeguarding, fraud or security concern. Access is subject to appropriate controls and logging. Affected users will be given appropriate notification unless doing so would prejudice the purpose or be legally restricted.
13 Liability notices and changes
13.1 You remain responsible for your services, staff, subcontractors, venues, equipment and legal duties. Reimburse Dioum for reasonable, legally recoverable third-party claim losses caused by your breach, negligent service or unlawful content, except to the extent caused by Dioum’s own breach or negligence. Dioum must notify you, mitigate loss and allow reasonable participation in handling the claim. This allocation does not limit customer claims or determine an insurer’s coverage.
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 platform fees and commission retained from that Provider in the preceding 12 months. The cap does not authorise withholding Provider funds properly due or restricting mandatory customer rights.
13.3 Dioum supplies its platform service with reasonable care and skill but does not guarantee bookings, revenue or uninterrupted availability. Before activation, supply accurate disclosures about ranking, paid promotion, data access and any differential treatment. Separate paid promotion requires express agreement and appropriate labelling.
13.4 Give material changes at least 30 days’ advance notice in a durable form, or longer where law or reasonable adaptation requires. Shorter notice is allowed only where legally permitted. You may end the service before changes take effect. Fee increases apply no earlier than renewal after notice. Do not retrospectively change confirmed bookings or accrued liabilities; treat prepaid access fairly.
13.5 Business notices use the Provider email in the onboarding record and the Dioum support contact supplied with acceptance, or Dioum’s registered office. Keep contact information current. English law governs this business agreement and the courts of England and Wales have jurisdiction, subject to mandatory rules. No partnership or employment relationship is created. Accrued payment, confidentiality, refund and claim obligations survive termination. Invalid provisions are severed only as necessary; no third-party enforcement rights are created under the Contracts (Rights of Third Parties) Act 1999, without affecting customers’ own contracts or statutory rights.
© 2026 DIOUM. All rights reserved.