Terms of service

These terms govern use of the RealHealers.com platform, where clients find healers, therapists and alternative practitioners, can book and pay for sessions, and healers maintain profiles and offer services.

By using the platform you accept these terms. If you do not accept any provision, please do not use the service.

Platform — the RealHealers.com web service and subdomains, available in pl/de/en.

Operator — Profit Vector AG, Waaggasse 5, 8001 Zürich, Switzerland (full details in the Impressum).

Client — person using the platform to book a session.

Healer — individual or business providing services through the platform.

Session — a single service provided by a healer to a client (online or in person).

Platform fee — amount deducted from the client's payment as the operator's compensation (Free: 10%; Founding Members: 5% lock; Pro: 0%).

An account can be created by a person of legal age (16+) with an active email address. Healers additionally agree to provide truthful personal / business data.

False data may lead to the account being blocked by the operator.

You protect your password yourself — the operator never asks for it and has no access to it.

Healers commit to providing services honestly, as described on their profile, and NOT using language that suggests curing illnesses, making medical diagnoses, or guaranteeing healing (HWG compliance in DE/AT — see banned-phrase list in moderation policy).

Healers bear full responsibility for service quality and compliance with local law (business registration, taxes, permits where required by category — e.g. Heilpraktiker in DE, Gewerbeschein in AT).

Under PL działalność nierejestrowana (legal_status = pl_individual_unregistered) the quarterly revenue limit is 10,813.50 PLN (2026). New bookings are automatically blocked once the limit is reached.

Healers commit to keeping their availability calendar up to date and cancelling bookings they cannot fulfil.

Clients book a session by selecting a service and time slot from the healer's calendar. Payment runs through Stripe (card, BLIK, instant transfer). The operator does NOT store card data.

A booking is only confirmed once payment is captured. Until then the slot may be booked by another client.

Displayed prices are gross. The healer issues the invoice — the operator only provides the platform and is not a party to the session contract.

Per Directive 2011/83/EU, consumers may withdraw within 14 days of contract formation, without giving any reason.

Exception: if the session is fully delivered before the withdrawal window closes, AND the consumer explicitly consented to early performance, the right of withdrawal lapses after the service is performed (Art. 16(m) of the directive).

Cancellation is done from the client dashboard. Refund policy: full refund if cancelled 24h+ before the session, 50% if 4-24h before, no refund in the last 4 hours (unless the healer agrees otherwise).

The operator takes a 5–10% fee on every completed session depending on the healer's plan (Free: 10%; Founding Members: 5% lock; Pro: 0%). The fee is deducted automatically via Stripe Connect on each payment.

Payouts to healers follow Stripe's payout schedule (weekly or biweekly depending on country and KYC status).

The operator does NOT issue invoices for the healer's service — that's the healer's obligation (KSeF for PL from Feb 2026, ZUGFeRD/XRechnung for DE B2B from Jan 2025; CH: invoicing per local MWST rules).

The platform offers an optional AI assistant (Concierge) helping clients pick a healer. The AI never makes diagnoses, never prescribes, and never replaces medical advice.

Per Art. 50 EU AI Act (Regulation 2024/1689; transparency obligations apply from 2 August 2026) we explicitly disclose: you are interacting with an AI system, and practitioner suggestions are generated automatically. Each interaction shows the notice "AI suggestion — not a substitute for medical advice".

Every Concierge response ends with a disclaimer about consulting a doctor for health concerns.

Your message content is forwarded only to Anthropic Inc. (USA, SCC) for response generation. Anthropic does not train models on API customer data; API data is automatically deleted after 7 days.

The operator only provides the technology platform connecting clients with healers. It is not a party to the session contract and is not liable for service quality.

The operator is NOT liable for any health, physical or psychological consequences of a session — responsibility lies with the healer and the client.

The operator strives for continuous availability but does not guarantee 100% uptime (planned maintenance announced 24h ahead).

Maximum operator liability in case of damage equals the platform fees collected in the 12 months preceding the damage (unlimited liability applies for intent or gross negligence).

Clients and healers may close their account at any time from the dashboard (GDPR Art. 17). Personal data is anonymized immediately; ledger entries stay in anonymized form for tax retention.

The operator reserves the right to close an account in case of: terms violation, payment fraud, illegal use, or court order.

Governing law: Swiss law (operator's seat — Profit Vector AG, Zürich). Jurisdiction: Bezirksgericht Zürich, Canton of Zurich, Switzerland.

Consumers from EU/EEA countries retain mandatory protections under the consumer law of their country of residence where more favourable (Art. 6 Rome I Regulation 593/2008). In particular, an EU consumer may bring proceedings before the courts of their own place of residence.

Out-of-court dispute resolution: the EU ODR Platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228). Consumers may instead contact: PL — UOKiK / municipal consumer ombudsman; DE — Universalschlichtungsstelle des Bundes (Kehl) or local Verbraucherzentrale; CH — Konsumentenforum / Stiftung für Konsumentenschutz (SKS).

The operator may amend these terms. Material changes are notified to registered users by email at least 14 days in advance. Continued use after the effective date counts as acceptance.

Eligible equipment: PEMF pulsators (BEMER and others), PEMF mats, Rife devices, bioresonance devices, accessories — wellness category only, NOT medical devices.

Peer-to-peer rental: pickup and transport are arranged directly between the renter (owner) and the client. The operator does not act as a logistics intermediary.

The final price is set jointly by the renter and the operator during listing approval (hybrid model: renter proposes, operator approves within a ±20% band).

Deposit: held by Stripe (manual capture), released within 7 days of return provided the equipment matches the handover photos (`condition_in`).

The renter undertakes to: (a) keep the equipment functional, clean and safe; (b) be entitled to rent out the specific item (ownership or written authorisation); (c) acknowledge the recommendation to obtain liability insurance (the operator does not require proof).

The operator does NOT provide equipment insurance. The client's deposit is the sole platform-side safeguard.

Operator commission: the difference between the client price and the renter payout (hybrid model). Typically 10–25% depending on equipment category.

Cancellations and refunds — per the Refund Policy (/refunds).

Damage policy: normal wear — no charge. Minor damage (scratches, light scuffs) — repair cost deducted from deposit. Major damage / theft / total loss — full replacement cost from deposit + claim against the renter (the renter pursues recovery via civil channels if their own insurance doesn't cover it).

The operator reserves the right to reject listings whose condition / photos / description raise concerns. Every new listing goes through manual review before going live.

Practitioners may keep two kinds of notes: private notes (visible only to themselves) and a client-facing summary, emailed to the client once the practitioner approves it.

Note content is stored with full at-rest encryption at the database layer (AES-256, Supabase infrastructure). Additional protection layers — column-level encryption (pgsodium) — will be introduced before the public DACH market launch.

The practitioner is the data controller for the content of their notes; the operator acts as the data processor as set out in the DPA available at /dpa.

The client has the right to access the summary sent to them (visible in the My bookings panel) and to request its deletion. The practitioner's private notes remain their property even after the client deletes their account — identifying client data is anonymised while the note content is retained for the completeness of the practitioner's practice (standard practice in therapy software).

The operator does not use the content of session notes to train AI models or for any purpose other than delivering the service.

The platform offers practitioners optional AI-assisted tools: (a) AI text-assist — restructuring / rephrasing of the summary text written by the practitioner (model: Anthropic Claude); (b) AI audio-assist — optional in-browser session recording, transcription (OpenAI Whisper) and generation of a draft for the private note and the client-facing summary (Anthropic Claude). All outputs are drafts only — the practitioner approves, edits or discards them before publication.

Audio recording requires the client's prior, explicit consent (per booking or as an account setting). The audio file is uploaded to a private Supabase Storage bucket, transcribed, and then promptly and unconditionally deleted — even if the pipeline errored. The operator does not retain the audio file longer than is necessary to perform transcription.

No client-identifying data is sent to external AI providers (Anthropic, OpenAI). Prompts contain only the client's first name and the service title (where relevant for output quality). AI providers are bound to the operator by DPAs and represent that client data is not used for model training (zero-retention API).

Pre-session SMS reminders (T-2h) are optional and require the client to verify their phone number with a one-time code. Provider: Twilio (DPA in place). The client can opt out of SMS reminders at any time from the account panel or by replying STOP to a message.

Use of AI / SMS features is voluntary. Lack of client consent to audio recording does not affect the ability to book a session or the conduct of the session itself.

After a session is booked, the client and practitioner may exchange messages in a thread tied to that booking. The thread is open from booking creation until 7 days after the scheduled session — after that the thread closes to read-only mode (the system stops accepting new messages).

Message content is stored on Supabase EU servers (Frankfurt region) with at-rest encryption (AES-256). Access to the thread is restricted to the booking's two parties via Row-Level Security policies in the database. The operator does not read messages systematically; service-side access is logged in the audit trail.

The messenger is NOT a medical communication channel — it must not be used for diagnostics, pharmacological recommendations or urgent health communication. In an urgent health situation the client should contact the local emergency number (112 in EU) or a doctor directly.

The client may request account deletion and message removal at any time (GDPR Art. 17). Deleting the booking automatically removes the thread (cascade).

Online sessions take place in a video room embedded inside the platform. The transmission layer is provided by Daily.co (Pluot Inc., USA — see the Privacy Policy). The room opens 10 minutes before the scheduled session start and remains reachable for 15 minutes after the session end; outside that window no access tokens are issued.

Connections are end-to-end encrypted (DTLS-SRTP). The operator does NOT record, transcribe, or store session content. The room identifier is a random string in the form rh-<uuid>; the room is physically deleted 24 hours after the scheduled session end.

In the room the practitioner takes the host role (with mute and end-session controls); the client joins as a participant. Misuse of the video feature (disrupting another person's session, recording without consent, unlawful content) is grounds for account suspension.

Technical requirements: an up-to-date browser (Chrome, Safari, Firefox, Edge — latest 2 versions), a working microphone and camera, and an internet connection of at least 1 Mbps up/down. In case of technical problems the client and practitioner may agree on a new time via the "Reschedule" button on the booking confirmation page.