These Terms of Service ("Terms") form a binding agreement between you and Kynetiq ("Kynetiq", "we", "us"), the operator of the Kynetiq coaching marketplace (the "Platform"). By creating an account, browsing as a signed-in user, or booking a session, you agree to these Terms. If you do not agree, you must not use the Platform.
These Terms govern Clients only. Coaches are additionally bound by the Coach Agreement, which prevails over these Terms in the event of conflict for matters specific to delivering services. All users are bound by the Acceptable Use Policy, Safety & Health Disclaimer, Refund Policy, Cookie Notice, and Privacy Policy(together, the "Platform Policies").
1. The Platform
Kynetiq is an online marketplace that connects independent coaches ("Coaches") with clients ("Clients") for in-person and remote training sessions and classes. Kynetiq is not a provider of coaching services, is not a party to any agreement between a Coach and a Client for the delivery of a session, and does not employ, supervise, or direct Coaches. Kynetiq does not provide medical advice, physiotherapy, rehabilitation, nutritional therapy, or health diagnosis.
2. Eligibility
- You must be at least 18 years old to use the Platform.
- You must have the legal capacity to enter into binding contracts in your country of residence.
- You must provide accurate registration information and keep it up to date.
- You are responsible for all activity that occurs under your account and for keeping your credentials confidential.
- You must not be on any applicable sanctions list and must not use the Platform from a jurisdiction subject to comprehensive trade sanctions.
3. Identity, age, and qualification verification
Kynetiq may, at its discretion and at any time, require identity verification, age verification, address verification, or qualification verification for any user or any service listed on the Platform. Failure to complete a verification request within a reasonable period may result in account suspension, delisting, or termination. Verification by Kynetiq is not a guarantee of a user's character, conduct, or fitness for any particular purpose; Clients and Coaches remain responsible for exercising their own judgement.
4. Bookings, payments, and fees
Payments are processed by Stripe, Inc. and its affiliates ("Stripe"). By booking or accepting bookings you agree to the Stripe Services Agreement. Kynetiq charges a platform fee of 10% of the session price on each completed booking. The balance, less any applicable Stripe fees, is paid out to the Coach via Stripe Connect. All prices are inclusive of Kynetiq's platform fee and any applicable VAT or sales tax shown at checkout; Coaches are responsible for assessing and remitting any taxes that apply to the underlying coaching service.
5. Cancellation and refunds
Each Coach selects a cancellation policy (Flexible, Moderate, or Strict) that is shown at the point of booking. Refund amounts are determined by that policy and the time of cancellation, as described in the Refund & Cancellation Policy, which forms part of these Terms. Where required by local consumer law (for example, EU and UK distance-selling cooling-off rules for digital services that have not yet been performed), additional statutory rights may apply.
6. Chargebacks, fraud, and payout reversals
If a payment is disputed, charged back, reversed, or refunded for any reason (including alleged fraud, "service not as described", or "service not received"), or if Kynetiq reasonably suspects fraud, circumvention, or a breach of these Terms or any Platform Policy, Kynetiq reserves the right to:
- withhold, freeze, or delay payouts to the relevant Coach pending investigation;
- reverse, claw back, or set off against future payouts any amounts already paid;
- recover from the responsible user any fees, refunds, chargeback fees, processor penalties, and reasonable investigation costs incurred by Kynetiq;
- suspend the relevant account during investigation; and
- cooperate with payment processors, banks, and law-enforcement authorities, including by sharing relevant information.
You agree to provide reasonable assistance with any chargeback or fraud investigation, and not to initiate a chargeback before raising the issue through support@kynetiq.app.
7. Off-platform circumvention
To protect both sides of the marketplace, you agree that, for any Client and Coach introduced through Kynetiq, all bookings and payments will be made through the Platform for a period of at least 12 months after the first introduction. You must not exchange contact details for the purpose of circumventing platform fees, solicit or accept off-platform payment, or invite an introduced user to a competing platform.
Kynetiq reserves the right, at its sole discretion, to immediately suspend or permanently terminate any account suspected of circumvention; to recover the platform fees that would have been due on circumvented bookings (including a reasonable estimate where exact figures are unavailable); and to investigate suspected circumvention, including by contacting the users involved.
8. Reviews and content
You retain ownership of content you submit (profile text, photos, reviews, messages) and grant Kynetiq a worldwide, non-exclusive, royalty-free, sublicensable licence to host, display, reproduce, adapt, and use that content to operate, promote, and improve the Platform, including in marketing materials. Reviews must reflect genuine experiences; fake, coerced, paid, or incentivised reviews are prohibited.
9. Prohibited conduct
Without limiting the Acceptable Use Policy, you must not, and must not attempt to:
- harass, threaten, stalk, intimidate, or discriminate against any user;
- engage in sexual, romantic, or exploitative conduct toward users introduced through Kynetiq, or with any minor or vulnerable adult;
- deliver or participate in a session while impaired by alcohol or drugs;
- misrepresent your identity, qualifications, certifications, insurance, location, or experience;
- upload forged or altered documents, certificates, or verification evidence;
- engage in unsafe training practice, including activities clearly outside your or the Coach's competence;
- commit fraud, money laundering, sanctions evasion, or any other unlawful activity;
- send spam, malware, or unsolicited commercial messages;
- scrape, crawl, reverse-engineer, or otherwise abuse the Platform's technical infrastructure; or
- circumvent or attempt to circumvent the Platform's fees, safety controls, or moderation systems.
Breach of this clause may result in immediate suspension or termination of your account without prior notice, withholding of pending payouts where lawful, and reporting to authorities where appropriate.
10. Acceptable use and safety
Use of the Platform is also governed by our Acceptable Use Policy and Safety & Health Disclaimer. You confirm that you have read both and that you are responsible for consulting a physician before participating in physical activity, for disclosing relevant medical conditions to your Coach, and for stopping any session in which you feel unwell or unsafe.
11. Risk, disclaimers, and limitation of liability
Physical training carries inherent risks of injury, including serious injury. You participate in coaching sessions entirely at your own risk and confirm you are medically fit to do so. To the maximum extent permitted by law:
- the Platform is provided "as is" and "as available" without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, accuracy, and non-infringement;
- Kynetiq is not liable for the acts, omissions, qualifications, or conduct of any Coach or Client, nor for any injury, illness, loss, theft, or property damage arising from a session, location, equipment, or interaction with another user;
- Kynetiq is not liable for indirect, consequential, special, exemplary, or punitive damages, or for loss of profits, revenue, goodwill, or data;
- Kynetiq's aggregate liability to you for any claim relating to the Platform is limited to the greater of (a) the total platform fees you have paid to Kynetiq in the 12 months preceding the claim, or (b) £100 / €100 / $100 (in your local currency);
- nothing in these Terms limits liability for death or personal injury caused by Kynetiq's negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited by law.
12. Indemnity
You agree to indemnify, defend, and hold Kynetiq harmless from any third-party claim, demand, loss, or expense (including reasonable legal fees) arising from your use of the Platform, your breach of these Terms or any Platform Policy, your interaction with any other user, or (where you are a Coach) the services you deliver.
13. Privacy, data, and third parties
Use of the Platform necessarily involves sharing certain information with other users and with our service providers. By using Kynetiq you acknowledge that:
- your public profile, reviews, and (for Coaches) location, qualifications, and pricing are visible to other users and to search engines;
- booking creates a direct relationship in which your name, contact details, and (for in-person sessions) approximate or exact session location are shared with the other party;
- messages sent through the Platform are stored and may be reviewed where reasonably necessary for safety, trust, dispute resolution, or legal compliance;
- payments, identity checks, maps, email, analytics, and authentication are provided by third-party processors (including Stripe, Supabase, and Google) under their own terms;
- further detail on what data we collect, why, and your rights is in the Privacy Policy.
14. Force majeure
Kynetiq is not liable for any failure or delay in performance caused by events outside its reasonable control, including internet, hosting, or payment-processor outages; epidemics or pandemics; acts of war, terrorism, civil unrest, or government action; strikes or industrial action; fire, flood, severe weather, or natural disaster; or any other event of force majeure. The same protection extends, on a pro rata basis, to a Coach or Client unable to deliver or attend a session for the same reasons, in which case a fair refund or reschedule will be offered.
15. Suspension and termination
We may suspend or terminate any account, with or without notice, that breaches these Terms, the Acceptable Use Policy, the Coach Agreement, or applicable law, or where we reasonably suspect fraud, safety risk, or harm to other users. You may close your account at any time from Settings or Coach Settings. Clauses that by their nature should survive termination (including fees owed, indemnities, liability limits, chargeback rights, and governing law) will survive.
16. Changes to these Terms
We may update these Terms from time to time. Material changes will be notified by email and through the Platform at least 14 days before they take effect. Continued use after that date constitutes acceptance.
17. Governing law and disputes
These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute, except that, where you are a consumer, you may also rely on the mandatory consumer-protection laws of your country of residence and bring proceedings in your local courts where required by law.
18. Contact
Questions about these Terms: support@kynetiq.app.