Terms of Service

1. Who we are

Lived. is operated by [Company legal name] (Company No. [XXXXXXXX]), registered in England and Wales ("Lived.", "we", "us"). These terms govern your use of joinlived.co.uk.

By creating an account you agree to these terms. If you do not agree, please do not use the platform.

2. The service

Lived. is a matching platform that connects people seeking peer support around neurodivergence (consumers) with trained Lived Experience Consultants (consultants). We facilitate connections and bookings — we are not a clinical, medical, or therapeutic service.

Important: Sessions on Lived. are peer support, not therapy, counselling, or medical advice. If you are in crisis or require clinical support, please contact your GP, call NHS 111, or reach the Samaritans on 116 123.

3. Eligibility

• You must be 18 or over to use Lived.
• You must provide accurate information when creating your account.
• You must not create accounts for anyone else without their explicit consent.
• You must be resident in the United Kingdom to use the service at this time.

4. Consumer terms

As a consumer (someone seeking peer support):

• You complete a matching questionnaire. Lived. (and initially the founders) will review your responses and identify a suitable consultant match.
• You will be introduced to your match and can book a session via the platform.
• Sessions are peer support conversations. Your consultant will not diagnose, prescribe, or provide clinical treatment.
• You are responsible for your own decisions following any session.
• If you share information about serious risk of harm to yourself or others during a session, your consultant may be required to follow our safeguarding escalation process.

5. Consultant terms

As a Lived Experience Consultant:

• You must apply to become a consultant and be approved by Lived. before offering sessions.
• You must hold or be willing to obtain a valid DBS (Disclosure and Barring Service) check.
• You must complete Lived.'s safeguarding commitment before working with clients.
• You must be honest about your lived experience and qualifications in your profile.
• You must not use the platform to promote unrelated services or products.
• You are an independent contractor, not an employee of Lived. You are responsible for your own tax obligations.
• You will receive 85% of each session fee. Lived. retains 15% as a platform fee.
• Payments are processed via Stripe and paid out according to Stripe's payment schedule.

6. Payments and cancellations

• Session fees are displayed before you book. Payment is taken at the time of booking via Stripe.
• Cancellations made more than 24 hours before the scheduled session are eligible for a full refund.
• Cancellations within 24 hours are non-refundable unless the consultant cancels.
• If your consultant cancels, you will receive a full refund and Lived. will endeavour to rebook you with the same or an equivalent consultant.
• Refunds are processed within 5–10 business days to your original payment method.

7. Acceptable use

You must not use Lived. to:

• Provide false information or impersonate another person
• Harass, abuse, or threaten other users
• Solicit or arrange sessions outside the platform (this deprives consultants of platform protections)
• Share another user's personal or session information without their consent
• Use the platform for any unlawful purpose
• Attempt to scrape, reverse-engineer, or interfere with the platform

Breach of these rules may result in immediate account suspension.

8. Intellectual property

All content on Lived. — including the brand, design, copy, and software — is owned by or licensed to Lived. You may not reproduce or distribute it without written permission. Content you submit (e.g. your profile) remains yours; you grant us a licence to display it on the platform.

9. Limitation of liability

To the fullest extent permitted by law, Lived. is not liable for the content or outcome of any session between a consumer and a consultant. We are not responsible for:

• Decisions you make based on information shared in a session
• Any harm arising from a session (subject to consumer statutory rights)
• Temporary unavailability of the platform

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.

Consumer statutory rights under UK law (including the Consumer Rights Act 2015) are not affected by these terms.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to these terms

We may update these terms as the platform grows. We will give you reasonable notice of significant changes by email. Continued use after the effective date constitutes acceptance of the revised terms.

12. Contact

For any questions about these terms, email hello@joinlived.co.uk.