Terms & Conditions

1. About ENSŌ

1.1 ENSŌ ("we", "us", "our") is a digital platform that connects studio owners ("Studio Owners"), facilitators ("Facilitators") and guests ("Guests") in the wellness, movement and retreat space.

1.2 ENSŌ operates as an intermediary platform only. We do not provide any classes, sessions, treatments, room rentals or retreats ourselves. All such services are offered and performed by independent Studio Owners and Facilitators (together: "Providers").

1.3 These Terms & Conditions ("Terms") apply to all use of the ENSŌ platform, including:

• creating and using an account (SO/FA/Guest),
• viewing timetables and available rooms,
• booking sessions, classes or events,
• renting rooms or locations,
• any other interaction with ENSŌ services.

By creating an account, making a booking, renting a room, or otherwise using ENSŌ, you agree to be bound by these Terms.

1.4 Definitions

For the purposes of these Terms, the following definitions apply:

• "ENSŌ": Enso B.V. and the ENSŌ digital platform (including website, app, and related services).
• "Platform": the ENSŌ marketplace and technical infrastructure enabling discovery, booking, contracting and communications.
• "Studio Owner" (SO): a user who lists and manages a Location and/or Room(s) on the Platform and may offer sessions or events.
• "Facilitator" (FA): a user who lists and offers sessions, classes, workshops, events or retreats on the Platform and/or rents Rooms from Studio Owners.
• "Provider": Studio Owners and Facilitators collectively.
• "Guest": a user who browses and/or books a session, class, event or retreat via the Platform.
• "Location": a physical venue managed by a Studio Owner.
• "Room" / "Space": a bookable space within a Location (including any facilities described on the Platform).
• "Offering": a session, class, workshop, event, retreat or other service listed by a Provider.
• "Booking": a reservation made via the Platform for an Offering by a Guest, or a Room rental by a Provider.
• "Room Rental": the rental of a Room/Space between a Studio Owner and a renting party (typically a Facilitator), concluded via the Platform.
• "Instructor Marketplace": a feature on the Platform that allows Studio Owners and Facilitators to discover and connect with each other regarding teaching opportunities or substitute work. ENSŌ only provides a listing and contact mechanism. Any collaboration, negotiations, agreements, payments and performance are arranged directly between the Studio Owner and the Facilitator outside of ENSŌ, unless the parties explicitly use a separate ENSŌ booking or contract feature for a specific arrangement.
• "Platform Fee": any fee charged by ENSŌ for use of the Platform, as displayed during checkout or the relevant booking flow.
• "Content": all information, listings, text, images, messages, reviews or other material uploaded, posted or otherwise made available on the Platform by users or ENSŌ.
• "No-show": failure to attend an Offering or Room Rental without timely cancellation in accordance with the applicable cancellation policy.

2. Roles and Responsibilities

2.1 Studio Owners (SO)

Studio Owners are responsible for:

• their Locations and Rooms (availability, suitability, safety, and compliance with local law),
• the accuracy of information (prices, facilities, capacity, rules),
• their own cancellation and refund policies for room rental and any sessions they host,
• compliance with applicable tax, labour, health & safety and consumer laws.

2.2 Facilitators (FA)

Facilitators are responsible for:

• the content, safety and quality of their sessions, classes, workshops and events,
• setting their own prices and conditions (where applicable),
• compliance with all relevant laws and professional standards in their field,
• communication with Guests regarding the service they provide.

2.3 Guests

Guests are responsible for:

• providing accurate information during booking,
• checking the applicable price, terms and cancellation policy before confirming a booking,
• respecting the house rules and safety instructions at the Location / Room,
• arriving on time and behaving in a respectful manner towards Providers and other guests.

2.4 ENSŌ's role

ENSŌ:

• provides the technical infrastructure for discovery, booking and (in some cases) payment processing,
• is not a contractual party to the agreement between Studio Owners, Facilitators and Guests,
• does not supervise or guarantee the performance, safety or outcome of any session, event, rental or retreat.

All contracts for services are concluded directly between Guests and Providers.

Instructor Marketplace. Where the Platform facilitates connections via the Instructor Marketplace, ENSŌ does not act as an employment agency, representative, broker, or contractual party. ENSŌ does not verify credentials, availability, suitability, or compliance of Facilitators or Studio Owners unless explicitly stated. Any agreements, rates, scheduling, invoicing, taxes, insurance, and liability for services performed are the sole responsibility of the Studio Owner and Facilitator.

3. Accounts, Security & Eligibility

3.1 To use most ENSŌ features, you must create an account and provide accurate, up-to-date information.

3.2 You are responsible for:

• maintaining the confidentiality of your login details,
• restricting access to your account,
• all activities that occur under your account.

3.3 You may not:

• create an account using false information,
• impersonate another person or entity,
• share login details with others,
• use ENSŌ for unlawful or abusive purposes.

3.4 ENSŌ may suspend or terminate accounts in case of:

• suspected fraud or misuse,
• violation of these Terms,
• security risks or legal obligations.

3.5 You must be at least 18 years old (or the legal age of majority in your country) to create a Provider account (SO/FA) or to enter into binding booking contracts. Minors wishing to attend sessions must do so with the consent and responsibility of a legal guardian.

4. Bookings, Room Rental & Contracts

4.1 Sessions & Events (B2C)

When you, as a Guest, confirm a booking for a session/class/workshop/event via ENSŌ:

• you enter into a direct contract with the relevant Provider,
• the specific details (date, time, Location, price, cancellation policy) are shown before you confirm.

4.2 Room Rental (B2B)

When a Facilitator or Studio Owner rents a Room through ENSŌ:

• a direct rental agreement arises between the renting party and the Studio Owner of that Location,
• conditions (hourly rate, minimum booking length, cancellation rules, additional costs) are visible prior to confirmation.

4.2.1 Consent for Subletting / Use of Space

Consent for Subletting / Use of Space. If you list, rent out, or make a Location/Room/Space available to third parties (including Facilitators and Guests), you confirm that you have obtained all required permissions and consents from the property owner, landlord, or any other relevant party to do so (including where your lease or building rules restrict subletting or third-party use).

You are solely responsible for ensuring that your use, listing, and rental of the Location/Room/Space complies with your lease, house rules, and applicable law. ENSŌ does not verify whether you have such consent and is not liable for any claims, penalties, or damages arising from missing or insufficient permission.

4.3 Instructor Marketplace (SO ↔ FA direct)

The Instructor Marketplace is a discovery and connection tool only. The Instructor Marketplace may include internal messaging (such as hire-request chat threads) to facilitate communication; this messaging is provided as a communication tool only and does not create any contractual relationship with ENSŌ, nor does it mean ENSŌ supervises, guarantees, or participates in the arrangement. ENSŌ is not involved in the contractual relationship between Studio Owners and Facilitators that arises from contacts made through the Instructor Marketplace. Any collaboration, substitute teaching, employment or contractor arrangements, and any payments or invoicing are agreed and handled directly between the Studio Owner and Facilitator. ENSŌ has no responsibility or liability for such arrangements.

4.4 Binding effect

By clicking "Book", "Confirm", "Rent" or a similar button, you agree to be bound by:

• these Terms, and
• the applicable conditions of the Provider (including their cancellation and refund policies).

4.5 No guarantee of availability

ENSŌ aims to provide accurate availability data but cannot guarantee that a Room or session will be available at all times. If a Provider cancels or cannot honour the booking, any remedy or refund is subject to the agreement between Provider and Guest/renter. ENSŌ may assist with technical support or facilitate communication, but any obligation to refund or reschedule remains with the Provider, subject to applicable law.

5. Prices, Payments & Fees

5.1 Providers are responsible for setting their own prices for sessions and events, room rentals, retreats or other offerings.

5.2 ENSŌ may charge a platform fee and/or service fee on certain transactions. Any applicable ENSŌ fees will be clearly indicated during the booking or rental flow before you confirm payment.

5.3 Payments are processed via licensed third-party payment providers (e.g. Stripe). Where applicable, payments for an Offering are processed for the benefit of the relevant Provider through Stripe Connect, and the payment amount (minus applicable fees) is paid out to the Provider’s connected account. If you initiate a payment dispute or chargeback with your bank or card issuer, the relevant payment provider’s dispute process will apply. ENSŌ may share booking and communication records with the payment provider and the Provider where necessary to handle the dispute.

5.4 ENSŌ is not the seller or provider of Offerings and does not act as the contractual party in relation to the services performed by Providers. ENSŌ’s role in payments is limited to facilitating payment processing and collecting the applicable ENSŌ fees as displayed at checkout.

5.5 The description appearing on a customer’s bank or card statement (statement descriptor) may vary depending on the payment method, payment provider settings, and/or Provider configuration.

5.6 Providers are responsible for determining whether VAT or other taxes apply to their services, for issuing any required invoices or receipts, and for reporting and paying applicable taxes to the relevant authorities.

6. Cancellations, No-Shows & Refunds

6.1 Cancellation conditions (including deadlines, rescheduling options, and refund rules) are set by the Provider and shown before the booking is confirmed. Where applicable, the Provider’s cancellation policy forms part of the agreement between the Guest/renter and the Provider.

6.2 Guests and renters are responsible for reviewing the applicable cancellation conditions before booking. If you do not agree, do not complete the booking.

6.3 A no-show (failing to attend without timely cancellation) may result in loss of the paid amount, and/or restrictions or internal flags on your ENSŌ account in case of repeated no-shows.

6.4 Refunds (including partial refunds) and rescheduling are handled by the relevant Provider in accordance with the applicable cancellation policy. ENSŌ is not a party to the refund arrangement between Guest/renter and Provider.

6.5 Where payments are processed through third-party payment providers, refunds are issued via those providers and may take several business days to appear on your payment method, depending on your bank or card issuer.

6.6 If a booking cannot be honoured by a Provider, any remedy (including refund or rescheduling) is determined by the Provider’s policy and applicable consumer law. ENSŌ may provide technical support to facilitate communication or payment processing but is not responsible for the Provider’s performance.

7. Consumer Rights (EU/EEA)

7.1 If you are a consumer residing in the EU/EEA, mandatory consumer protection laws may grant you specific rights that prevail over any conflicting contractual term.

7.2 For time-specific services (such as a class or event that takes place on a specific date and time), the standard 14-day withdrawal right may not apply.

8. Health, Safety & Disclaimer

8.1 ENSŌ does not provide medical, psychological, or therapeutic advice. Any information on the platform is for general information purposes only.

8.2 Participation in physical or mental wellness activities carries inherent risks. You are responsible for assessing whether an activity is suitable for your physical and mental condition.

8.3 Providers are solely responsible for ensuring that their activities are safe and appropriate for participants.

8.4 To the fullest extent permitted by law, ENSŌ is not liable for injuries, losses or damages arising from participation in a session, event or retreat.

9. Platform Use, Content & Prohibited Conduct

9.1 You agree not to:

• use ENSŌ for unlawful, abusive, hateful or discriminatory purposes,
• use the Instructor Marketplace to offer or request unlawful work, misclassify employment relationships, or violate labour, tax, or insurance obligations,
• upload or share harmful, defamatory, infringing or misleading content,
• interfere with the platform's security, API or technical infrastructure,
• attempt to reverse-engineer or copy the platform's underlying code.

9.2 Messages sent via ENSŌ (including Instructor Marketplace hire-request threads) are considered "Content" and must comply with these Terms. ENSŌ may (but is not obliged to) review, remove, or restrict access to messages or threads in cases of suspected fraud, abuse, harassment, or legal violations.

9.3 ENSŌ may remove content, limit access or suspend accounts if content or behaviour breaches these Terms.

10. Intellectual Property

10.1 All rights in and to the ENSŌ platform, including software, UI design, trademarks, logos, branding, and content created by ENSŌ, are owned by or licensed to ENSŌ and protected by applicable intellectual property laws.

10.2 You may not reproduce, distribute, modify, or create derivative works from the platform's content, except as explicitly allowed.

11. Limitation of Liability

11.1 Nothing in these Terms excludes or limits liability where such exclusion or limitation would be unlawful.

11.2 To the fullest extent permitted by law, ENSŌ is not liable for indirect, incidental or consequential damages, loss of profit, data, business or reputation.

11.3 Where ENSŌ is found to be liable, our total aggregate liability will be limited to the total platform fees paid by you in the six (6) months preceding the event, or EUR 250, whichever is higher.

12. Changes to the Platform and Terms

12.1 ENSŌ may update or modify the platform, features, or these Terms from time to time.

12.2 Where changes are material, we will notify you in a reasonable manner. For Business Users, the notice period and termination rights described in Section 13.2 apply. Continued use of the platform after the effective date constitutes acceptance.

12.3 If you do not agree with the revised Terms, you must stop using the platform.

13. Business Users (Platform-to-Business Regulation)

13.1 Scope
This section applies to Studio Owners and Facilitators who use ENSŌ in a professional or commercial capacity ("Business Users").

13.2 Changes to these Terms (Business Users)
If ENSŌ changes these Terms in a way that affects Business Users, ENSŌ will provide Business Users with at least fifteen (15) days' notice on a durable medium (e.g. email or in-app notification), unless a shorter period is required by law or is necessary to address an unforeseen and imminent danger related to fraud, security, or illegal content.
If a change requires Business Users to make significant technical or commercial adaptations, ENSŌ may provide a longer notice period. During the notice period, Business Users may terminate their relationship with ENSŌ with effect from the end of the notice period if they do not accept the changes.

13.3 Ranking and Visibility of Listings
ENSŌ offers search and discovery features for Offerings, Locations, Rooms/Spaces, and Instructor Marketplace profiles. Listings may be ranked or displayed based on one or more of the following main parameters (and their relative importance may vary depending on the user's query and filters):

• proximity/location and selected area;
• availability for the selected date/time;
• relevance to the user's search query, category, and filters;
• quality and completeness of the listing information;
• price and capacity;
• ratings, reviews, and engagement signals (where applicable);
• cancellation flexibility and reliability indicators (e.g. repeated no-shows or last-minute cancellations, where applicable and in accordance with these Terms).

ENSŌ does not offer its own sessions, events, or room rentals and therefore does not give preferential ranking to ENSŌ-owned Offerings. If ENSŌ introduces sponsored or paid placements, this will be clearly labelled and described in the applicable terms or product flow.

13.4 Access to Data
Business Users may access and manage certain data through their dashboard, such as: listings, availability, bookings, payment status (where applicable), and messages exchanged via the Platform.
ENSŌ may restrict access to certain data where necessary to protect personal data, prevent fraud or abuse, comply with law, or maintain platform security. Aggregated and anonymised analytics may be provided at ENSŌ's discretion.

13.5 Restriction, Suspension and Termination (Business Users)
ENSŌ may restrict, suspend, or terminate the provision of Platform services to a Business User where reasonably necessary, for example in cases of: (i) breach of these Terms; (ii) fraudulent, abusive, or unlawful activity; (iii) serious security risks; or (iv) legal or regulatory obligations.
Where required, ENSŌ will provide the Business User with a statement of reasons on a durable medium. In the case of termination, ENSŌ will provide at least thirty (30) days' prior notice, unless immediate termination or a shorter notice period is required by law or is justified due to repeated breaches, fraud, security incidents, or similar serious grounds.

13.6 Internal Complaint Handling for Business Users
Business Users can submit complaints regarding: (i) ENSŌ's alleged non-compliance with this section; (ii) technological issues directly related to ENSŌ's provision of services; or (iii) measures taken by ENSŌ affecting the Business User (such as restriction, suspension, or termination).
Complaints can be submitted free of charge via info@ensobooking.com with the subject line "P2B Complaint". ENSŌ will handle complaints within a reasonable timeframe and communicate the outcome.

13.7 Mediation
In the event a dispute between ENSŌ and a Business User cannot be resolved through direct communication or the internal complaint process, either party may propose mediation. ENSŌ is willing to engage, in good faith, with the following mediators for out-of-court dispute settlement:

• SGOA (Stichting Geschillenoplossing Automatisering)
• CEDR (Centre for Effective Dispute Resolution)

Mediation is voluntary and does not affect either party's right to seek relief before a competent court.

14. Digital Services Act (DSA): Notices, Content Moderation & Complaints

14.1 Scope
ENSŌ provides hosting services and an online platform within the meaning of the EU Digital Services Act (Regulation (EU) 2022/2065). This section explains how you can notify ENSŌ of suspected illegal content, how ENSŌ handles content moderation decisions, and how you can challenge certain decisions.

14.2 Notice-and-Action (Reporting Illegal Content)
Any individual or entity can notify ENSŌ of content on the Platform that they consider to be illegal (“Notice”). Notices can be submitted electronically by email to info@ensobooking.com with the subject line “DSA Notice”.

To help ENSŌ process a Notice, please include (where possible):

• a clear indication of the exact electronic location of the content (e.g., URL, listing ID, user ID, or screenshot);
• an explanation of why you believe the content is illegal;
• your name and email address (unless you are legally entitled to submit a notice anonymously); and
• a statement confirming that you have a good faith belief that the information and allegations are accurate.

ENSŌ will review Notices in a timely manner and may remove or restrict access to content or accounts where required by law or under these Terms.

14.3 Content Moderation and Restrictions
ENSŌ may restrict, remove, or disable access to Content, or restrict/suspend/terminate accounts, where reasonably necessary to:

• address illegal content;
• enforce these Terms;
• prevent fraud, abuse, harassment, or safety risks; or
• comply with legal or regulatory obligations.

14.4 Statement of Reasons (Moderation Decisions)
Where ENSŌ imposes a restriction on the ground that Content is illegal or incompatible with these Terms (including removal, disabling access, suspension, or termination), ENSŌ will provide the affected user with a clear and specific statement of reasons, where required. The statement may include the main facts and circumstances relied upon, the grounds for the decision, and information on available redress options. Where required, ENSŌ may submit statements of reasons to the EU Transparency Database.

14.5 Internal Complaint Handling (DSA)
If you are affected by a decision by ENSŌ to remove or restrict Content, or to restrict/suspend/terminate your account, you may submit a complaint free of charge within six (6) months of being informed of the decision. Complaints can be submitted electronically to info@ensobooking.com with the subject line “DSA Complaint”.
ENSŌ will handle complaints in a timely, non-discriminatory, diligent, and non-arbitrary manner and will communicate the outcome. Where a complaint shows a decision was unjustified, ENSŌ will reverse or adjust the decision where appropriate.

14.6 Out-of-Court Dispute Settlement and Other Remedies
If a dispute cannot be resolved through ENSŌ’s internal complaint process, you may have the right to select a certified out-of-court dispute settlement body (where available) in accordance with the DSA, without affecting your right to seek judicial remedies under applicable law.

15. Governing Law and Dispute Resolution

15.1 These Terms are governed by the laws of the Netherlands.

15.2 Any dispute arising from these Terms will first be addressed through good faith negotiation.

15.3 If no amicable solution can be found, disputes may be submitted to the competent courts of Amsterdam, the Netherlands.

16. Contact

For questions or enquiries regarding these Terms or the ENSŌ platform: