MEDIUMGURU

Consumer Terms of Use & General Conditions

The Netherlands Edition — Version 2.2 (module 2.2) — 22 October 2026 — English version

1. Who we are

1.1 The website mediumguru.com and the MediumGuru apps for iPhone and Android (together the "Platform") are operated by Solius Media B.V., trading as MediumGuru ("MediumGuru", "we", "us"), a private limited company (besloten vennootschap) incorporated under the laws of the Netherlands with a share capital of €1,000, with its statutory seat in Rotterdam and its registered office at Iwanhof 5, 3025 NW Rotterdam, the Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number 42151096 and holding Dutch VAT (BTW) number NL869940375B01.

1.2 You can contact us at [email protected] or by telephone on +31 6 12525806 (standard rate, Monday to Friday, 10:00 to 16:00 Dutch time). That e-mail address is also our single point of contact for anything concerning the Platform, including for public authorities.

1.3 We are supervised for consumer matters by the Autoriteit Consument & Markt (ACM).

2. What these terms cover

2.1 These terms apply to every use of the Platform and to every consultation you obtain through it. By creating an account, and again when you connect a payment method before your first consultation, you accept these terms. If you do not accept them, do not use the Platform.

2.2 We record the date, time and version of the terms you accepted. These terms are available at all times at mediumguru.com/terms, and the receipt we send you after each consultation (section 5.8) is your confirmation of that consultation on a durable medium.

2.3 When you consult a Guru, you enter into two distinct relationships: (a) with us, for access to the Platform and for payment handling as described in section 5; and (b) with the Guru, for the consultation itself. Section 3 explains what this means for you.

2.4 These terms are available in Dutch and English. The version in the language you accepted is the one that applies to you; if you live in the Netherlands, the Dutch version is shown to you by default.

3. Nature of the service — please read this

3.1 MediumGuru is an intermediary marketplace that connects you with independent psychic, mediumistic, tarot and spiritual-guidance practitioners ("Gurus"). Gurus are self-employed professionals who set their own prices and provide their consultations on their own account. They are not our employees, and we do not direct how they conduct a consultation. We check each Guru's business registration and identity; we do not test their abilities, training or experience.

3.2 What a consultation is, and what it is not.

• For entertainment and personal reflection only. All consultations are provided for entertainment and personal-reflection purposes. They neither constitute nor replace a medical or psychological diagnosis, opinion or treatment; legal advice; financial, investment or wealth advice; or professional advice of any other kind. Never forgo or delay consulting a qualified professional because of anything a Guru has told you.

• No guarantee of outcome. We do not warrant the accuracy, reliability or results of any consultation. No Guru is permitted to promise you an outcome (the return of a loved one, a cure, a win, success). Nothing a Guru tells you should be your sole basis for any decision, in particular a decision about your health, money, home, work or relationships.

• No regulated professions. Gurus may not present themselves on the Platform as doctors, psychologists, psychotherapists or any other regulated health professional or holder of a protected title, nor practise such a profession through the Platform. If a Guru does, report it to us (section 12).

• Not a crisis service. The Platform is not an emergency, medical or crisis service. If you are in distress or at risk, contact your doctor or the emergency services. In the Netherlands: 113 (or 0800-0113, free, day and night) or 112. A Guru who sees that you are in distress is required to point you to those services and not to prolong the session for commercial reasons.

• You must be at least 18 years old to create an account or obtain a consultation. We close accounts where we have reason to believe the holder is younger, and refund any charge we cannot establish was legitimately incurred.

3.3 How the Platform presents Gurus to you (information under Article 6:230m(3) of the Dutch Civil Code and Article 27 of the Digital Services Act).

• Who the Gurus are. Every Guru on the Platform is a trader (a sole trader or a company), not a private individual. Consumer law, including the right to withdraw in section 6, therefore applies to your relationship with them.

• Display order. Gurus who are online are shown first, then those who are in a consultation, then those who are offline; within each group the order is random and stays the same for the duration of your visit. You can filter by channel, language, speciality and rate. No Guru can pay for a better position. We do not rank Gurus by hours online, availability or response speed. When a Guru you follow comes online, you are notified because you chose to follow them, not because they are being promoted.

• How we are paid. We retain a fixed intermediary commission, a percentage of the price each Guru sets, the same for every Guru on the same contract edition. The commission does not influence display order. We have no shareholding in any Guru's business.

• Rights and obligations. For each consultation you conclude a distance contract for services with the Guru, a trader, and you have against them all the mandatory consumer rights of your country of residence (sections 6, 7, 13 and 17). The Guru is responsible for their own tax and social-security obligations; you have no tax obligation for a consultation you buy as a consumer. Our own obligations to you are set out in section 13.

4. Your account

• You must provide accurate registration details and keep your login credentials confidential.

• You are responsible for activity under your account.

• One account per person. Accounts are personal and non-transferable.

• We may suspend or close an account that breaches these terms or applicable law, in accordance with section 11.

5. Pricing, payment and the payment mandate

5.1 The Guru sets the price. Each Guru sets their own per-minute rate, separately for each channel they offer (chat, voice call, video call). We do not set, cap, steer or add to that price. The applicable rate is shown to you on the Guru's profile and again before the consultation begins.

5.2 With a card, Apple Pay or Google Pay, you pay after each session, not in advance. Before your first consultation you connect a payment method — a card, Apple Pay or Google Pay — and give a payment mandate with our payment provider, Stripe. The minutes you actually use in each completed session are then charged to that payment method after the session ends.

5.3 What the mandate does. By giving the mandate you authorise us to charge your payment method for consultations you subsequently start, at the per-minute rate shown to you before each session, for the time actually used, charged per second and rounded up to the next whole cent. You are not committing to any minimum spend, and the mandate does not authorise any charge for a session you have not started.

5.4 Running cost and controls. The running cost and elapsed time are shown to you during every session. You can end a session at any time, and billing stops when the session ends. You may set a spending limit in your account settings; when you reach it during a session, the session pauses and asks whether you want to continue. You may withdraw the mandate at any time in your account settings; withdrawal takes effect for future sessions and does not affect charges properly incurred for completed sessions.

5.5 iDEAL and Bancontact. We also accept iDEAL and Bancontact, but we recommend a card, Apple Pay or Google Pay, because iDEAL and Bancontact do not support a running mandate and work differently: with them you buy a block of time at a fixed price, in advance, for one consultation on one channel (for example 20 minutes by chat with a named Guru). No balance stays on your account. If the consultation runs shorter than the block you bought, the unused minutes are not refunded; if it runs longer, you buy a new block. If the consultation does not take place at all, or is cut short by a failure on our side, you receive the full amount back. You cannot switch Guru or channel within a block. We tell you this again at checkout each time you choose iDEAL or Bancontact.

5.6 Merchant of record. We are the merchant of record for the payment. We collect the full amount you pay, retain our intermediary commission, and pass the balance to the Guru. Your payment obligation is discharged when you pay us.

5.7 Currency and VAT. Prices are shown in euro, inclusive of all taxes, and inclusive of VAT where the Guru is VAT-liable. The price shown to you before a session is the price you pay for that session; we add nothing to it.

5.8 Receipts and confirmation. For each charge, we send a receipt to your registered e-mail address, showing the Guru, channel, duration, rate, amount and the confirmations you gave before the session (section 6.3). That receipt is your confirmation of the consultation on a durable medium. After a chat consultation you also receive the transcript (section 9.4).

5.9 Promotions. We may run promotions from time to time. The terms of any promotion are shown at the time it is offered and are set out in our Promotions Schedule at mediumguru.com/promotions. Promotional minutes have no cash value.

5.10 Failed payments. If a charge fails, we retry it and tell you when; no fees are added. While a charge is outstanding you cannot start a new consultation; as soon as the amount is settled, you can. A payment dispute you raise with your bank does not stop you from booking, but the session concerned is kept while the dispute is open (section 9.5).

5.11 The button that starts a consultation commits you to pay. Before each consultation, the start screen summarises the Guru, the channel and the per-minute rate, then asks you for the two confirmations in section 6.3. The start button is labelled "Start — payment per minute", in accordance with Article 6:230v(3) of the Dutch Civil Code. By pressing it you acknowledge that the consultation that begins gives rise to a payment, at the rate shown, for the minutes actually used.

6. Right of withdrawal (cooling-off)

6.1 Under Articles 6:230o to 6:230s of the Dutch Civil Code (Burgerlijk Wetboek), which implement the EU Consumer Rights Directive, you generally have 14 days to withdraw from a distance contract for services, without giving a reason.

6.2 The Platform-access contract. Creating your account and giving the mandate together form a distance contract with us, free of charge. You may withdraw from it within 14 days of creating your account, by closing your account in the settings, by writing to us or with the online withdrawal function (section 6.6); as it is free, there is nothing to refund. Unless you buy an iDEAL or Bancontact block (section 5.5), you are not buying credits or any prepaid product, so there is otherwise nothing to withdraw from until you start a consultation. Giving the mandate does not by itself commit you to any purchase.

6.3 Consultations you ask to start immediately. Before each consultation begins, you are asked separately to (a) expressly request that the consultation begins now, during the withdrawal period, and (b) acknowledge that you will lose your right to withdraw from that consultation once it has been fully performed. Where you give both confirmations and the consultation is then fully performed, you lose the right to withdraw from that consultation. We record both confirmations for each session and show them on your receipt.

6.4 Where a consultation has been only partly performed and you withdraw, you pay for the proportion actually performed up to the point you told us you were withdrawing, in proportion to the total price.

6.5 If you did not give both confirmations in 6.3, your 14-day right to withdraw from that consultation is unaffected.

6.6 To withdraw, tell us clearly at [email protected]. You may use the model form at mediumguru.com/herroeping (reproduced in section 17), but you do not have to. We confirm receipt by e-mail without delay. You can also withdraw online: the "Withdraw from contract here" function is available without logging in at mediumguru.com/herroeping, and in your account settings and in the app. You enter your name, the contract you are withdrawing from and the e-mail address for our acknowledgement, and then press "Confirm withdrawal". We then send you, without undue delay, an acknowledgement of receipt by e-mail showing the content of your withdrawal and the date and time it was submitted.

7. Refunds

7.1 Once a consultation has been fully performed, it is not refundable, except where section 6 applies, where one of the grounds in 7.2 is met, or where you have a right to a refund that cannot lawfully be excluded.

7.2 We refund a session where: (a) a technical failure on our side prevented or cut short the consultation; (b) the Guru did not deliver the consultation you paid for; or (c) there was a demonstrable billing error, including a charge for minutes you did not use.

7.3 Dissatisfaction with the content, accuracy or predictions of a consultation is not by itself a ground for refund, because the service is provided for entertainment purposes and outcomes are not guaranteed. This does not affect your rights where the service was not performed with reasonable care, or where a Guru broke our platform standards (for example by promising you an outcome, presenting themselves as a health professional, or exploiting distress); we look at that separately under our Complaints Procedure, and such a breach can give rise to a refund.

7.4 We acknowledge a refund request within 2 business days and decide within 5 business days. Where a refund is due, we make it to your original payment method within 14 days of approving it.

7.5 Full details are in our Refund Policy at mediumguru.com/terugbetalingen.

8. Chargebacks and payment disputes

8.1 Come to us first. If you think a charge is wrong, please contact us before asking your bank or card provider to reverse it. Most disputes — a session that cut out, a duration that looks wrong, a charge you do not recognise — we can resolve directly and faster than a chargeback, usually by refund under section 7.

8.2 Your rights are unaffected. Nothing in this section limits your right to dispute a charge with your bank or payment provider, including any right to a refund or reversal under the applicable payment-scheme rules or under payment-services law. You do not have to contact us first, and you do not lose any legal right by choosing not to.

8.3 What we do when a chargeback is raised. When we receive a chargeback, the session concerned is kept (section 9.5) and we review the dispute against our records for that session: the session record (date, duration, channel, the rate shown to you and the confirmations you gave under 6.3) and, only where the reason for the dispute requires it, the smallest extract of the conversation that answers that reason. Where our records show the charge was correct, we may present that evidence to the payment scheme.

8.4 Chargebacks we consider unjustified. A chargeback is unjustified where it disputes a charge for a consultation that you started, confirmed under 6.3, and that was delivered as described — for example, disputing a completed session on the basis that you were dissatisfied with its content, when the service was in fact performed (see 7.3). Making a chargeback is not a substitute for the refund process in section 7.

8.5 Recovery. Where the payment scheme has decided a chargeback in your favour but it was unjustified within the meaning of 8.4, or where it was made dishonestly, we may ask you for the disputed amount and the payment-scheme fees we actually incurred as a result, with supporting evidence. We ask for nothing else, no penalty is added, and we will not seek to recover anything where you had a genuine and lawful basis for the dispute or where the chargeback turns out to be justified.

8.6 Repeated abuse. We may suspend or close an account used to make repeated unjustified or dishonest chargebacks, in accordance with section 11.

9. What happens to what you say in a consultation

9.1 Chat consultations are kept for 30 days. What you and the Guru write in a chat consultation is stored so that it can be delivered and so that both of you can read it back. Thirty days after the session ends it is deleted automatically, together with anything attached to it. For every session we also keep the session record: who took part, the channel, start and end time, duration, rate and amount.

9.2 Calls are recorded. Voice and video consultations are recorded and automatically transcribed, so that you and the Guru can listen back. The recording and the transcript are kept for 30 days after the session and then deleted, on the same terms as a chat conversation. The screen before every call reminds you that the call is recorded.

9.3 Your consent. Before your first chat and before your first call we ask you — separately, explicitly and not as part of these terms — to agree that the consultation is stored as described in this section. Without that agreement you cannot use that channel; you may agree to one channel and not the other. You can withdraw your agreement at any time in your account settings: withdrawal applies to future consultations, and we then delete your stored consultations except those kept under 9.5.

9.4 Your copy. After every chat consultation we send the full transcript to your registered e-mail address. That copy is yours to keep; deleting the conversation on our side does not reach your mailbox. A call can be played back from the session page for the 30 days it is kept.

9.5 Keeping a conversation longer. A conversation is kept beyond the 30 days where, before it is deleted: (a) you or the Guru asks us to keep it — from the session screen or your sessions list, without giving a reason; (b) you or the Guru reports the session to us; (c) a support ticket is opened about it; (d) a payment dispute, chargeback or refund claim is raised about it; or (e) we receive a legal, regulatory or safeguarding request about it. A conversation kept under (a) or (b) is kept for 180 days; under (c) for 90 days; under (d) until the dispute is concluded plus 90 days; under (e) for as long as the request requires. Where more than one ground applies, the longest period applies, and no conversation is kept longer than 24 months on these grounds. Your sessions list shows whether a session is being kept. A request made after a conversation has been deleted cannot bring it back.

9.6 What we use it for, and who can see it. A conversation is used only to deliver the consultation to you and the Guru and — where it is kept — to look into a report or safeguarding concern, to resolve a complaint, refund request or support ticket, or to respond to a payment dispute or legal request. It is never analysed automatically, never used for advertising or profiling, and never used to train any system. Our support staff may open a conversation, during the session or while it is kept, for one of those purposes, and may send a message into a live chat marked as coming from MediumGuru. Every action they take on a conversation is logged. Where they do not read the language of a conversation, they may have it translated by our translation provider for that purpose only.

9.7 Notes your Guru keeps. A Guru may keep private notes about you so that the next consultation can pick up where the last one ended. They are visible only to that Guru, are not deleted with the conversation, and are deleted when the Guru's account is closed. You may ask us for a copy of them at any time.

9.8 Your rights. You may ask for access to, or deletion of, a conversation you took part in before its 30 days are up, and for a copy of the notes a Guru keeps about you, subject to the Guru's rights as the other participant and to any ground in 9.5 for keeping the conversation while a matter is open. Full details are in our Privacy Policy at mediumguru.com/privacy and our Recording & Transcription Policy at mediumguru.com/opnames.

9.9 Gurus are contractually prohibited from recording, copying, retaining or re-using any consultation outside the Platform.

10. Your conduct

• Treat Gurus with respect. Abusive, threatening, sexually harassing or unlawful behaviour may lead to immediate suspension.

• Do not use the Platform for any unlawful purpose.

• Do not attempt to contact or pay Gurus outside the Platform to circumvent these terms.

• Do not share another person's personal data with a Guru without a lawful basis.

• Do not record, copy or republish a consultation outside the Platform.

• Do not misrepresent your age or identity.

11. Suspension and closure

11.1 We may suspend or close your account where you materially breach these terms, where required by law, or where reasonably necessary to protect other users, the Gurus or the Platform.

11.2 Except where the breach is serious or urgent, we will tell you why and give you an opportunity to respond.

11.3 You may close your account at any time in your account settings, free of charge and without notice. Closure ends your mandate for future sessions; a session you completed before closing is still charged. Your account is anonymised immediately on closure; session, payment and invoice records are kept for seven years as required by tax law, and a conversation kept for an open matter (section 9.5) is kept until that matter is concluded.

12. Complaints and disputes

12.1 If you are dissatisfied, contact us first at [email protected] or through mediumguru.com/klachten. We acknowledge a complaint within 2 business days, answer it within 14 days, and in any event within 30 days, telling you before then if we need longer and why. A complaint is assessed by a person, not automatically. If you disagree with our answer, you may ask for it to be reviewed by a colleague who was not involved in the first decision.

12.2 Out-of-court dispute resolution. MediumGuru is not affiliated to a dispute committee (geschillencommissie) or other alternative dispute resolution body and is not obliged to take part in ADR proceedings. ConsuWijzer (consuwijzer.nl), the consumer information service of the ACM, can tell you free of charge what your rights are. You can always bring a claim before the courts (section 16).

12.3 Complaints about a Guru's conduct are handled under our platform standards; we may warn or remove a Guru. We tell you what we have established and what we have done for you; what we have done in relation to the Guru is their personal data and is not shared.

13. Liability

13.1 Nature of consultations. Consultations are provided for entertainment and personal-reflection purposes (section 3.2). They are not professional advice, and the decisions you take on the basis of them are a matter for your own judgement.

13.2 Our obligations. We are responsible to you for the proper performance of our own obligations: giving you access to the Platform, connecting you with the Guru you chose, technically running the session, billing the minutes actually used, handling payments and refunds, and handling your complaints. Where the law provides a statutory conformity guarantee for a digital service, we owe it to you for the Platform (section 17).

13.3 The Guru's obligations. The Guru is an independent professional, solely responsible for the content and conduct of their consultation. Where a Guru did not deliver the consultation you paid for, did not perform it with reasonable care, or broke our platform standards, sections 7 and 12.3 apply: we investigate your complaint, refund you where a refund is due, and take the necessary steps in relation to the Guru.

13.4 Force majeure. We are not liable for failure or disruption caused by force majeure (overmacht) within the meaning of Article 6:75 of the Dutch Civil Code. A session cut short by an outage on our side or on our providers' side in any event entitles you to the refund in 7.2(a).

13.5 Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury, for intentional or grossly negligent breach, for fraud or fraudulent misrepresentation, or any liability under mandatory consumer-protection law. We do not limit the amount of compensation you are entitled to where we breach our obligations.

14. Privacy

We process personal data in accordance with our Privacy Policy, Cookie Policy and Recording & Transcription Policy, available at mediumguru.com/privacy. We are the controller for your account, payment and session data and for the content of your consultations for as long as it is kept. You can write to us at [email protected]. Our lead supervisory authority is the Autoriteit Persoonsgegevens (Netherlands); you may lodge a complaint with it at autoriteitpersoonsgegevens.nl, or go to court.

15. Changes to these terms

15.1 We may update these terms. We notify material changes at least 14 days in advance to your registered e-mail address, in plain words, and give you a reasonable opportunity to review them.

15.2 Changes do not apply retroactively to consultations already performed.

15.3 If you do not accept a material change, you may close your account at any time before it takes effect, free of charge (section 11.3). A change to what happens with the content of your consultations (section 9) requires your express acceptance before you start a new consultation.

16. Governing law and jurisdiction

16.1 These terms are governed by Dutch law.

16.2 Disputes may be brought before the competent court in Rotterdam. Where the law gives you the right to bring proceedings before, or to be sued only before, the court of your own place of residence, you keep that right; where we start proceedings against you, you may within one month choose the court that is competent under the law instead of the court in Rotterdam.

17. Provisions for consumers in the Netherlands

17.1 The mandatory provisions of Book 6, Title 5, Section 2b of the Dutch Civil Code (distance contracts) and of the unfair commercial practices rules (Articles 6:193a–6:193j) apply to you in addition to these terms.

17.2 Statutory conformity of the Platform. The Platform is a digital service within the meaning of Book 7, Title 1aa of the Dutch Civil Code. It must conform to the description we give of it in these terms and on mediumguru.com and offer the functions (chat, voice call, video call, running-cost display, spending limit, flagging) a consumer can reasonably expect. Where it does not, you may require us to bring it into conformity and, failing that, claim a price reduction on the affected consultations or terminate, as the law provides. This is in addition to the refunds in section 7.

17.3 Model withdrawal form (Annex I(B) to Directive 2011/83/EU) — complete and return this form only if you wish to withdraw from the contract:

To Solius Media B.V. (MediumGuru), Iwanhof 5, 3025 NW Rotterdam, the Netherlands, e-mail: [email protected]:

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*):

Ordered on ()/received on ():

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Acceptance

These terms are accepted electronically. By ticking the acceptance box at registration, and by confirming the payment method before your first consultation, you confirm that you have read, understood and agree to be bound by these terms. We record the date, time and version accepted, and send you a copy by e-mail.

Company: Solius Media B.V. · Terms: Core 2.2 / the Netherlands module 2.2 (English) · Acceptance recorded electronically.