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Partner Terms & Conditions
Last updated: August 2026. We may update these terms — see section 14.
These terms apply to everyone operating a partner account: practitioners, sellers and event creators. Please read them before creating an account. If anything here is unclear, ask us before you agree to it rather than after.
1. Who we are
The marketplace is operated by Holistic Wellness Group Ltd, Suite A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom. Our VAT registration number is GB305337429. In these terms "we" and "us" mean that company, and "you" means the partner account holder.
2. Your account
You must be at least 18 and able to enter into a contract. The details you give us must be accurate and kept up to date — several things depend on them, including how VAT is handled on your sales and where your money is paid.
You are responsible for activity on your account and for keeping your login secure. One account per business. Accounts may not be sold or transferred.
3. Types of partner
An account may be a practitioner, a seller, an event creator, or any combination. Different terms apply to each, and where a section below is specific to one type it says so. Practitioner listings are subject to a membership subscription; the current price is shown before you subscribe.
4. Approval and listings
We review partner profiles and may decline or remove any listing at our discretion, including where it is inaccurate, unlawful, unsafe, misleading, or inconsistent with the nature of the marketplace.
You are responsible for everything you publish: descriptions, images, claims, pricing and stock accuracy. You must hold the rights to any content you upload. You must not make health claims you cannot substantiate, and you must comply with the law applying to your products — including labelling, safety and any licensing your goods or services require.
5. Orders and fulfilment
When a customer orders from you, you are responsible for fulfilling that order promptly, in the condition described, within the delivery times shown on your listing.
You set your own delivery charges and destinations. You must keep stock levels accurate; repeated cancellations for unavailable stock may lead to suspension.
6. Commission and fees
We charge commission on each sale, together with the payment processing costs of the transaction and a fixed per-transaction fee. The rates that apply to your account are shown during registration and in your partner dashboard, and each order's breakdown is itemised in full so you can see exactly what was deducted.
Fees are deducted before your payout rather than invoiced separately. We may change our fees on reasonable notice; if you do not accept a change you may close your account before it takes effect.
VAT is charged on our fees where applicable. UK partners are charged UK VAT. Partners in the EU are reverse-charged where a valid VAT number has been supplied and verified, and standard-rated where it has not. Partners elsewhere are outside the scope of UK VAT.
7. VAT on your sales — partners based outside the UK
This section only affects partners based outside the UK. If you are UK-based, your sales are your own supply, you handle your own VAT as normal, and nothing in this section applies to you.
UK law makes an online marketplace responsible for the UK VAT on certain sales by overseas sellers. This applies where your goods are already in the UK at the point of sale, and where goods are sent from outside the UK in a consignment at or below the value threshold set by HM Revenue & Customs. Above that threshold, normal import VAT and customs rules apply instead and we are not responsible for the VAT.
Where we are responsible, UK law requires prices shown to consumers to include VAT. The price you set is therefore treated as including VAT: the customer pays the price displayed, we pay the VAT to HM Revenue & Customs, and the balance is yours less our usual fees. In practice this means you receive less on those sales than on sales where the VAT is not ours, and you should take that into account when setting your prices. The current rate and threshold are shown during registration and in your dashboard.
Not all goods carry VAT — in the UK most food and all books are zero-rated, for example. You tell us what applies by setting the VAT liability on each product, and we only charge VAT where you have said it applies. If you are unsure, take advice: you are responsible for classifying your own goods correctly.
This does not remove your own tax obligations in your own country, and it does not make us your tax adviser.
8. Getting paid
Payouts are made through Stripe, and you will need to complete Stripe's onboarding and identity checks before you can be paid. Stripe's own terms apply to that relationship alongside these terms. We cannot pay you until those checks are complete.
Your payout for an order is the customer's payment for your items and delivery, less our fees and less any VAT we are required to account for. Payouts are made in accordance with the schedule shown in your dashboard.
Where a customer pays in a currency other than our base currency, the conversion is performed by Stripe and the associated conversion cost is borne against your share of that payment.
9. Cancellations, returns and refunds
Customers have the statutory cancellation and return rights that apply to distance selling, and any additional returns policy we publish. You must honour both.
Where a refund is issued, the corresponding amount is recovered from your payout, and the fees and VAT relating to the refunded portion are adjusted accordingly. Where you are at fault — the item was not as described, was damaged, or was not sent — the cost of return delivery is yours.
10. Reviews and reputation
Customers may review what they buy. You must not solicit, incentivise, write or manipulate reviews. We may remove reviews that breach our policies, and we will not remove a review simply because it is unfavourable.
11. Suspension and closing your account
You may close your account at any time, provided you have fulfilled outstanding orders and resolved any open returns.
We may suspend or close an account where these terms are breached, where we are required to by law, or where we reasonably believe activity presents a risk to customers or to the marketplace. Where practical we will tell you why and give you an opportunity to put it right. Money owed to you for completed orders remains payable.
12. Liability
You are the supplier of what you sell and remain responsible for it, including its safety, description, and compliance with the law. You agree to indemnify us against claims arising from what you supply or publish.
We provide the marketplace as it is and do not guarantee uninterrupted availability. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.
13. Your information
We process partner information in accordance with our Privacy Policy. Some information is shared with customers as part of operating the marketplace — your shop name, your listings, and what is needed to fulfil and support an order.
Certain information is reported to HM Revenue & Customs where the law requires it of digital platforms, including your identity details and the amounts you have been paid. Where that applies we will also give you a copy of what has been reported.
14. Changes to these terms
We may update these terms. Where a change materially affects you — the fees you pay, or how your money is handled — we will give reasonable notice before it takes effect. Continuing to sell after that date means you accept the change. If you would rather not, you may close your account.
15. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Nothing here removes consumer rights that cannot be removed by agreement.
Contact
Questions about these terms, your account or your payouts: please use the contact options in your partner dashboard so we can identify your account and answer properly.
