General Website and Service Terms

1. Provider, customers and scope

The provider is Human & Soul Management Consultancy FZE LLC, licence and registration No. 2628322184888, registered at Ajman NuVentures Centre Free Zone. Address: CWS-1V-229628, 26th Floor, Amber Gem Tower, Sheikh Khalifa Street, Ajman, UAE. Service, cancellation and data contact: info@humanandsoul.com. These terms are the common framework for individual consultations and bespoke remote responses or reviews, principally for private customers. Corporate engagements, ongoing support, equity-linked fees and transaction mandates require a separately agreed scope; their legal classification depends on the actual transaction, not a checkbox.

2. Documents and order of priority

Mandatory law and non-waivable rights prevail. The accepted order defines the product, scope, final total, currency, tax treatment, dates or delivery deadline, input requirements, included clarifications and permitted use. Subject to mandatory law, a specifically agreed order prevails over the applicable service supplement, which prevails over these general terms. A material departure from an advertised promise must be clearly disclosed and expressly agreed before payment; a hidden document or later message cannot silently remove it. The Privacy Policy governs data handling separately and is not overridden by commercial clauses. The versions accepted for an order remain fixed for that order.

3. Eligibility and informed acceptance

The actual recipient must be at least 18 and legally capable of contracting. A person paying for someone else must have authority to pay; the recipient must separately accept the relevant service terms and give any necessary personal-data permissions. A payer cannot grant blanket consent for another person. Terms must be available before payment with a clear, unselected acceptance control. Clicking an enquiry or navigation button alone does not conclude a paid service contract. Acceptance, order confirmation and evidence are subject to applicable law.

4. Order formation and payment

Before charging, the client must see an agreed appointment or clear scheduling arrangement; remote products require a defined deliverable and deadline. An order becomes confirmed after the required acceptance, verified cleared payment and written company confirmation of its essential details. A payment receipt alone is not an appointment confirmation. If payment is taken but the company cannot confirm or supply the order, the client is offered an agreed alternative or a refund for the undelivered service. No paid preparation starts while material scope, price or scheduling issues remain unresolved. Duplicate or mistaken payments do not create an entitlement for the company to keep extra money.

5. Prices, taxes and authorised payment

The total, currency, applicable taxes and company-imposed fees must be disclosed before payment; no undisclosed mandatory surcharge is added afterwards. A price displayed as “from” is not a fixed total until expressly agreed. Bank or issuer currency-conversion charges may be separate; this does not authorise the company to deduct every provider fee from a refund. The client must use an authorised payment method. No recurring charge, automatic renewal or extra work is authorised merely by purchasing a one-off service. Changes in scope and price require agreement before the extra work.

6. Support begins with a separate paid diagnostic consultation

Selecting individual, family, comprehensive or business support first purchases a non-medical Diagnostic Consultation: 60 minutes, USD 2,500. This is an independently valuable paid consultation, not a free investigation or a support deposit. It does not itself buy support, promise acceptance into a programme, require a later purchase, or automatically credit the consultation price towards support. Any later support agreement, price, term and business percentage are agreed separately.

7. Nature of services and results

Services concern lifestyle coaching, personal development and management consultancy. “Diagnostic Consultation” means exploration of a question, not medical or psychological diagnosis. Services do not include medical treatment, psychotherapy, addiction treatment, legal representation, regulated investment advice or emergency care. Clients make their own decisions. A particular personal, family, business or financial outcome is not guaranteed; actual failure to deliver the agreed service and mandatory client rights are distinct from subjective expectations.

8. Intake, scope and included communication

Detailed intake follows verified payment through the authorised channel. Only information necessary for the chosen task should be provided; describe other people by role and omit unnecessary sensitive or identifying information. The order states input limits, clarification allowance and response requirements. Intake and administrative clarification do not include an additional free investigation, unlimited messages, extra deliverables or another session. If inputs are incomplete, inaccurate or outside scope, the company explains what is needed and any effect on the schedule. Material changes, a new deadline or a new fee require agreement; client silence is not consent to extra charges.

9. Consultation scheduling and the 48-hour rule

The confirmation states start time and time zone. Notice is measured in elapsed hours against that confirmed time, not business hours. One rescheduling may be requested by written notice received at the designated contact at least 48 hours before the start, subject to an agreed replacement slot; later changes require written approval. The timely receipt of the request, rather than the company’s later reply, determines whether notice was on time. A cancellation at least 48 hours in advance is assessed for the undelivered service, less only lawful, documented and previously disclosed deductions; there is no automatic 30% penalty. The company must identify and justify any deduction.

10. Late cancellation, lateness and non-attendance

With less than 48 hours’ notice, no rescheduling entitlement is provided. Cancellation with less than 48 hours’ notice, client non-attendance, refusal to proceed at the confirmed time or client-side connection failure may make the reserved session fee non-refundable to the extent lawful. A client more than 15 minutes late may be offered the remaining time without extension; the company records the circumstances rather than automatically treating future services as delivered. These rules do not cover provider fault. If the company cancels or cannot deliver, the client may choose an agreed replacement or refund for the undelivered session. Technical failure is assessed according to its cause and any mandatory remedy.

11. Bespoke remote work and commencement

Remote responses and reviews require an agreed question, deliverables, deadline, input limits and an express immediate-start request where relevant. Bespoke work begins only after verified payment, required complete inputs and recorded acceptance of the applicable start arrangements; receipt of money alone is not completion of the work. Once authorised individual work has actually started, change-of-mind cancellation may be restricted only to the extent lawful and clearly agreed. There is no claim that payment automatically waives all cancellation or refund rights. The company records the work stages and completion evidence. If work has not begun, or the service cannot be supplied, cancellation is assessed on that actual position and applicable law.

12. Preparation and avoiding unpaid extra work

An intake submission does not entitle the client to a separately delivered pre-session analysis. Internal preparation is not automatically a separately chargeable completed service. If the client wants a distinct preparatory report or research stage, its scope, price, start authority and cancellation treatment must be expressly agreed before that stage starts. Cancellation cannot be used to demand an unpaid additional report, further explanation, another session or an indefinite extension. The company may decline extra work outside the paid scope while still honouring the original order and mandatory remedies.

13. Delivery, problems and remedies

Remote delivery requires agreed files or working access via the correct, agreed channel. A delivery log is evidence, not conclusive proof that an inaccessible or wrong file was supplied correctly. Clients should check their agreed inbox and report access or scope issues promptly, with an order reference and specific concern. The company investigates and, where appropriate or legally required, corrects, completes, redelivers or refunds the affected work. An arbitrary short objection deadline does not eliminate statutory rights. A first message, first session or partial file does not make all later work automatically delivered. Subjective interpretations are distinguished from missing, late or materially non-conforming deliverables.

14. Refund requests and payment disputes

Send the order reference and concern to the designated contact; do not send CVV, passwords or a full card number. The company aims to acknowledge a complaint within ten business days and to process an agreed refund within ten business days after confirming entitlement and necessary payment information, unless law or provider rules require a shorter period. Bank crediting may take additional time. Refunds should return to the original payment source where possible and lawful, after proportionate identity checks. Clients are encouraged to contact the company first, but may not be required to miss a bank deadline or surrender a lawful dispute right. Knowingly false claims are prohibited. Any evidence shared to defend a dispute must be relevant, proportionate and appropriately redacted; a full sensitive intake is not routinely disclosed.

15. Conduct and suspension

Threats, harassment, discrimination, unlawful activity, unauthorised recording or serious interference may justify suspension or ending the affected session. A warning and chance to address the issue are given where reasonable; immediate action may be necessary for safety. Reasons and completed work should be documented. Financial consequences concern the affected reserved time or actual lawful deductions, not automatic forfeiture of all future work. Good-faith complaints, truthful reviews, requests for refunds and access to legal advisers, regulators or courts are not prohibited conduct.

16. Confidentiality, data and recording

The parties protect confidential information, subject to lawful authority requests, necessary professional advice and proportionate protection of rights. Only authorised persons with a need to know may access client materials. The Privacy Policy separately explains processing purposes, legal grounds, recipients, retention, transfers and rights. Sensitive data, session recording and case publication require separate specific arrangements when applicable; commercial acceptance is not blanket permission. No secret recording is authorised by these terms. Contractual confidentiality is not an indefinite data-retention instruction. Data used to evidence an order must be minimised and retained under an appropriate schedule.

17. Materials and permitted use

The company or its licensors retain rights in their original materials; clients retain rights in their own submitted information. A paid client receives a non-exclusive right to use the delivered materials personally or for the agreed internal business purpose, including necessary sharing with authorised team members or professional advisers bound by confidentiality. Resale, public distribution, training a competing service on the materials or commercial republication require written permission. A licence is not arbitrarily revocable after payment; restriction may follow a material breach or another lawful ground, without removing mandatory rights. These restrictions do not prohibit lawful evidence, advice, complaints or truthful discussion that does not unlawfully disclose protected material.

18. Liability and mandatory protections

Each party remains responsible for its obligations under applicable law. To the extent lawful, indirect or consequential losses and the company’s aggregate contractual liability for a particular order may be limited, with the latter capped at the amount paid for that order. No exclusion or cap applies where prohibited, including non-excludable liability for fraud, intentional misconduct, gross negligence or harm or data violations to the extent the applicable law prevents limitation. These provisions do not excuse non-delivery, reduce agreed deliverables to an empty promise or remove mandatory consumer remedies. Client responsibility for decisions does not erase the company’s own duties.

Governing law and disputes

The service provider is incorporated in Ajman, United Arab Emirates. UAE law and mandatory rules applicable to the particular order govern the relationship. Disputes are heard by the competent courts under applicable jurisdiction rules. Access to competent authorities and non-waivable consumer rights are preserved. Mandatory language and consumer disclosure requirements must be met before the relevant order.

20. Changes to these terms

Changes apply to future orders. Confirmed orders retain the agreed terms unless an express change is agreed or required by law. Invalidity of one provision does not invalidate the remainder. An invoice request, email or service selection on the website is not payment confirmation and does not reserve an appointment.