Venue Terms

Version 2026-10-15, effective from 15 October 2026. These terms are between Darling Mellow Ltd, trading as Wellknown (“we”, “us”, “our”), and the spa, massage, sauna or float business that accepts them in the partner portal (“you”, “your”).

1. About us and these terms

1.1 Darling Mellow Ltd (trading as Wellknown), registered in England and Wales, company number 16314161.

1.2 Wellknown is a website, with a UK site and a US site, where customers find and book treatments and sessions at spas, massage studios, saunas and float centres.

1.3 These terms apply when you list your business on Wellknown and take bookings through it. You agree to them when you accept them in the partner portal. They apply from the date you accept them.

1.4 In these terms:

• “booking” means a treatment or session booked and paid for by a customer through Wellknown;
• “customer” means a person who makes a booking or uses Wellknown to contact you;
• “partner portal” means the password-protected area of our website where you manage your listing;
• “price” means the total price the customer pays for a treatment, as shown at the time of booking, not including our booking fee;
• “working day” means Monday to Friday, except bank holidays in England (for UK venues) or US federal holidays (for US venues).

2. Our role as your agent

2.1 You appoint us as your non-exclusive commercial agent. We market your treatments and make bookings in your name with customers, on our customer booking terms and your own rules.

2.2 The contract for each treatment is between you and the customer. We are not a party to it and we do not provide treatments.

2.3 You authorise us to take payment from customers on your behalf. Customers pay the full price by card when they book. A customer's payment to us settles their debt to you for that booking. We hold the amount due to you until we pay it to you under section 8.

2.4 You must not ask a customer to pay you again, or pay anything extra, for a treatment they have booked and paid for through us. Tips the customer chooses to give are theirs to give.

2.5 These terms are not exclusive. You can sell treatments directly by phone, through your own website or through any other site, at any price. We do not require price parity.

3. Licences, qualifications, insurance and legal duties

3.1 You must hold, and keep, every licence, permit and registration the law requires for your premises and treatments. In the UK this includes any special treatment licence your local council requires. In the US this includes the state licence each massage therapist, esthetician or cosmetologist needs, and any establishment licence your state or city requires.

3.2 Everyone who gives a treatment booked through us must be trained and, where the law requires it, licensed to give it.

3.3 You must tell us within 2 working days if a licence you need is suspended, revoked, not renewed or made subject to new conditions. We will pause new bookings until we are satisfied the position is resolved. We may ask you for a copy of any licence at any time.

3.4 You must hold appropriate insurance for your business, including public liability and professional (treatment) liability insurance. You must show us evidence of it on request.

3.5 You are solely responsible for the treatments you give, for the safety of your premises, pools, saunas, steam rooms and float tanks, and for hygiene. You must comply with health and safety law and the conditions of your licences at all times.

3.6 You are responsible for any VAT, sales tax or other tax due on your treatments. Your prices on Wellknown must include it.

4. Your listing

4.1 Before you can switch on online bookings, your listing must be complete. This includes at least 5 photos, a description, your treatments and prices, your opening hours, your facilities, your guest rules, your cancellation policy and your bank details. If your listing later becomes incomplete, new bookings will be switched off until it is complete again.

4.2 Everything you put on your listing must be accurate and not misleading. You must keep it up to date.

4.3 You confirm that you own, or have permission to share, the content you provide, including photos and descriptions.

4.4 You give us a non-exclusive, royalty-free licence to use, copy and display your business name, descriptions, prices, photos and other listing content on Wellknown and in our marketing, for as long as these terms apply.

4.5 We may edit your content to fit our format, for example by resizing photos or adjusting layout. We may remove content we reasonably believe is inaccurate, misleading or unlawful.

5. Prices, availability and bookings

5.1 You must keep your treatments, prices, opening hours, how many guests you can take at once, closed days and rules accurate. You can do this in the partner portal, through a calendar (iCal) sync or through our API.

5.2 You must honour every confirmed booking at the price shown to the customer when they booked, even if you have since changed your prices or availability.

5.3 You must provide the treatment as described on your listing at the time of booking, for the full length booked unless the customer arrives late.

5.4 Before each treatment you must read the health answers the customer gave, and carry out any consultation your normal practice or the law requires.

6. Guest rules and health

6.1 You set your own guest rules in the partner portal: the youngest age you accept, whether under-18s need an adult, whether you take bookings during pregnancy (and on which treatments), and anything else guests must know.

6.2 Every guest answers health questions before the customer can pay, and a booking that breaks your rules cannot be made. You receive the answers with each booking.

6.3 Your therapist has the final say on the day. You may refuse or change a treatment if a guest does not meet your rules or did not give accurate health answers. If you do, you must tell us the same day. Any refund will be handled under your cancellation policy and our customer booking terms.

7. Commission and fees

7.1 You pay us commission on the price of each booking. Unless we agree a different rate with you in writing, the rate is:

• 8% for bookings made in the first month after you first switch on online booking; and
• 12% for bookings made after that.

7.2 The rate is fixed when each booking is made. Later changes to the rate do not affect bookings already made.

7.3 If a booking is cancelled or partly refunded, commission is charged only on the amount the customer is not refunded.

7.4 We deduct commission from the money we pay you.

7.5 There is no sign-up fee and no monthly fee. We do not charge you card processing fees.

7.6 We charge customers a booking fee of £1.95 per booking on the UK site, or $2.49 on the US site, on top of your price. It is our charge for arranging the booking: we keep it, it is not part of the price commission is charged on, and it never reduces your share.

7.7 You can run your own offers in the partner portal (for example a percentage or amount off, a minimum number of people, certain days of the week, certain dates or one treatment). An offer comes off your price; commission is charged on the discounted price; only one offer applies to a booking; and you must honour any offer shown at the time a booking is made. Pausing or removing an offer doesn't change bookings already made.

8. Payments to you

8.1 We pay you by bank transfer once a month for bookings whose appointment was in the previous month. We pay within 10 working days of the end of that month, in pounds for UK venues and in dollars for US venues.

8.2 Each payment is the price of those bookings, less commission, any refunds to customers and any charity donation you have chosen under section 9.

8.3 We send you a statement with each payment showing how it was worked out.

8.4 If a customer successfully disputes a card payment (a chargeback) because a treatment was not provided as booked, we may deduct the disputed amount from future payments to you.

8.5 You must keep your bank details up to date in the partner portal. We are not responsible for a payment sent to the details you gave us.

9. Charity donations (optional)

9.1 You may choose, in the partner portal, to give a percentage of your share of each booking to a named registered charity (UK) or 501(c)(3) charity (US). The options are 1%, 2%, 3%, 5%, 10%.

9.2 We deduct the donation from the money we pay you and pay it to the charity, normally in the same month.

9.3 Before you choose a charity, you must confirm that the charity has agreed to you promoting the donation. This is a legal requirement for businesses that promote a link to a charity.

9.4 We show your chosen charity and donation on your listing.

9.5 You can change or stop the donation at any time. Changes apply to bookings made after the change.

10. Offers from Park4Travels

10.1 Park4Travels is our sister airport parking website in the UK. UK customers who book through Wellknown may receive offers from Park4Travels, such as a discount code.

10.2 These offers cost you nothing and never reduce your share of a booking.

11. Cancellations

11.1 You set your own cancellation policy, including refund tiers, in the partner portal. We show it to customers before they pay and apply it when working out refunds.

11.2 Changes to your cancellation policy apply to new bookings only.

11.3 If you cancel a confirmed booking, the customer gets a full refund and nothing is due to you for that booking. You should give the customer and us as much notice as possible.

11.4 Repeated cancellations by you may lead to us suspending your listing under section 17.

12. Customer messages

12.1 Customer questions are sent to you through our message system.

12.2 You should reply promptly. Our target is a reply within 1 working day.

12.3 We give your contact details to the customer after they have paid for a booking.

13. No going around us

13.1 You must not take any further payment from a customer for a treatment they have booked through us.

13.2 You must not invite or encourage a customer to book future treatments with you outside Wellknown in order to avoid commission. This applies for 12 months after the customer's last appointment booked through us.

13.3 This section does not stop you taking bookings from customers who contact you directly of their own accord, or from your own marketing aimed at the general public.

14. Incidents and complaints

14.1 If a guest is injured, becomes unwell or has a reaction during or after a treatment, you must look after them, record it as the law requires, and tell us promptly.

14.2 Customers may complain to us about a treatment. You must cooperate with us and respond to any complaint we pass to you within 5 working days.

15. Personal data

15.1 We share customer details and guests' health answers with you so you can provide the treatment. You and we are each a separate controller of that personal data. UK venues must comply with UK GDPR and the Data Protection Act 2018; US venues must comply with the privacy laws of their state.

15.2 Health answers are sensitive. You must use customer data and health answers only to provide the treatment and to meet your legal duties, keep them secure and confidential, and delete them when you no longer need them.

15.3 Portal logins and API keys are confidential. You are responsible for activity under them and must tell us straight away if you think one has been compromised.

16. Liability

16.1 We are not responsible for the treatments you give or for your premises.

16.2 You will indemnify us against claims, losses and reasonable costs arising from a treatment you give, an injury at your premises, your breach of a licence or of health and safety law, or your failure to honour a confirmed booking.

16.3 Our total liability to you in any year is limited to the commission we earned from you in that year. This limit does not apply to money we hold on your behalf, which we will always pay to you.

16.4 Nothing in these terms limits or excludes any liability that cannot be limited or excluded by law.

17. Suspension and ending these terms

17.1 Either of us can end these terms by giving 30 days' written notice.

17.2 Either of us can end these terms immediately if the other seriously breaches them. We can also end them immediately if you lose a licence you need to trade.

17.3 We may suspend new bookings while we look into a possible serious breach, a licence issue or repeated cancellations.

17.4 When these terms end, you must still honour confirmed bookings made before the end date, and any money due to either of us will still be paid. Sections 13, 15 and 16 continue to apply after these terms end.

18. Changes to these terms

18.1 We may change these terms. We will give you at least 30 days' notice by email or in the partner portal.

18.2 You will be asked to accept each new version in the partner portal. If you do not want to accept a change, you can end these terms under section 17.1.

19. General

19.1 These terms are the entire agreement between you and us about listing and bookings through Wellknown. They replace any earlier agreement on the same subject.

19.2 Nothing in these terms creates a partnership, joint venture or employment relationship between us.

19.3 We send notices to the email address in your partner portal. You can send notices to us at hello@wellknown.online.

19.4 These terms are governed by the law of England and Wales, for UK and US venues alike. The courts of England and Wales have jurisdiction, except that if your business is based in Scotland or Northern Ireland, the courts there also have jurisdiction.