Terms of Service — Solaya Live

Terms and Conditions of the Solaya Live Application

in force from 2 April 2026

§ 1. General provisions

1. These Terms and Conditions set out the rules for using the Solaya Live mobile application for iOS and Android, including the rules for creating an account, using chat with specialists, purchasing paid sessions and submitting complaints.
2. The service provider and operator of the Application is Solaya LLP, with its registered office at Office 1.01, 411 Oxford Street, London, Greater London W1C 2PE, United Kingdom, email: kontakt@solaya.live, telephone: +44 7458 148202, website: https://solaya.live, hereinafter: "the Service Provider".
3. The Application is used for the provision of services by electronic means and enables the use of individual 1-on-1 decision sessions conducted by live specialists.
4. The Terms and Conditions are made available to the User free of charge in the Application in a manner that allows them to be obtained, retained and reproduced.
5. Before creating an Account, the User confirms that they have read and accept the Terms and Conditions. Continued use of the Application after a change to the Terms and Conditions constitutes acceptance of the new content.
6. In matters not regulated by these Terms and Conditions, the relevant provisions of law shall apply, in particular provisions on consumer protection, the provision of services by electronic means and the protection of personal data.

§ 2. Definitions

For the purposes of these Terms and Conditions, the following terms shall have the following meanings:

1. Terms and Conditions – this document setting out the rules for using the Application.
2. Application – the Solaya Live mobile application for iOS and Android devices.
3. User – a natural person who uses the Application.
4. Account – the User's individual account created in the Application.
5. Specialist – a person cooperating with the Service Provider, providing 1-on-1 decision sessions via the Application.
6. Services – services provided by electronic means by the Service Provider via the Application, including maintaining the Account, enabling chat communication, payment handling, providing access to conversation history and other functionalities available in the Application.
7. Paid session – a paid service consisting of an individual 1-on-1 decision session conducted by a live Specialist for the User via chat.
9. Consumer – a User who is a consumer within the meaning of the relevant provisions of law.
10. Business days – days from Monday to Friday, excluding statutory public holidays.

§ 3. Type and scope of services

1. The Service Provider provides via the Application, in particular, the following services:
a) registration and maintenance of the User's Account;
b) login by email and password, Google Sign-In or Apple Sign-In;
c) browsing Specialists' profiles;
d) text chat with a Specialist;
e) sending photos within the chat;
f) purchasing and settling paid 1-on-1 decision sessions;
g) display of conversation history and purchase history;
h) sending notifications regarding messages and the operation of the Service.

2. The Application is a platform that enables contact between the User and a Specialist for the purpose of obtaining a 1-on-1 decision session.
3. Sessions in the Application are provided by live Specialists, not by artificial intelligence or bots.
4. The Application is informational and entertainment in nature. The content and sessions available in the Application do not constitute medical, psychological, legal, financial or other professional advice regulated by law. The service is an obligation of best efforts and not an obligation of result.
5. The User should not make important decisions concerning health, law, finances, safety or life solely on the basis of content received in the Application.
6. 1-on-1 decision sessions are services provided personally by live Specialists for the User. The Application acts solely as a communication platform that enables contact between the User and the Specialist. The Service Provider does not sell digital content, virtual currency or access to automatically generated content.
7. In order to protect the privacy, safety and public anonymity of the Specialists, the Specialists' profiles presented in the Application may include:
a) professional pseudonyms or professional names instead of the Specialist's personal data;
b) stylised portraits, illustrations or artistic visuals generated digitally, serving as a visual representation of the profile and not as an actual photograph of the Specialist.
Each session conducted in the Application is carried out personally by a live, qualified Specialist. The visual representation of the profile does not affect the nature, quality or authenticity of the session service provided.

§ 4. Conditions for using the Application

1. Only persons over 18 years of age may use the Application.
2. The User declares that the data they provide is true and up to date.
3. Use of the Application requires:
a) a mobile device compatible with the currently supported version of the Application;
b) Internet access;
c) an active email address;
d) for payments — access to an external web browser or payment environment supporting the payment page.

4. The Service Provider exercises due care to ensure that the Application operates continuously, however, reserves the right to temporary technical breaks, updates, maintenance work or failures beyond the Service Provider's control.

§ 4a. Service availability

1. The Service Provider provides information on the availability of the e-commerce service in accordance with applicable law.
2. Information on availability includes in particular:
a) a description of the offered and provided service;
b) information necessary to use the Application;
c) information on how the service meets the accessibility requirements.

3. Up-to-date information on availability may be published in the Application, on the Service Provider's website or made available to the User upon request.
4. The User may report problems concerning the availability of the service by email to: kontakt@solaya.live or by telephone at: +44 7458 148202.

§ 5. Registration and Account

1. Creating an Account is voluntary and free of charge.
2. Registration may take place:
a) by providing an email address and password;
b) using Google Sign-In;
c) using Apple Sign-In.

3. The User is required to keep their login details confidential and not to share them with third parties.
4. The User is responsible for actions taken using their Account, unless they prove that those actions occurred without their fault.
5. The User should immediately inform the Service Provider of any suspected unauthorised access to the Account.
6. The User may at any time stop using the Application and request the deletion of the Account directly in the Application settings or by contacting the Service Provider at: kontakt@solaya.live, subject to the obligation to retain data required by law or necessary for defence against claims.

§ 6. Rules for using the chat and sessions

1. The User may start a conversation with a Specialist via the Application.
2. Within the chat, the User may send text messages and photos.
3. The Specialist may offer the User a paid 1-on-1 decision session.
4. The details of the offer for a paid session, including the number of questions and the price, are presented to the User before purchase.
5. After successful payment for a session, the User obtains the possibility of using the session with the Specialist within the scope set out for the purchased service.
6. The rules for using a purchased session are presented in the Application before purchase or when using the relevant functionality.
7. A session is an obligation of best efforts and not an obligation of result. The Service Provider does not guarantee a specific outcome of the session or that the content of the session will match the User's expectations, subject to the sessions being of the nature indicated in § 3 paragraph 4 of these Terms and Conditions.
8. The Specialist may refuse to continue the conversation in the event of a breach of the Terms and Conditions by the User.

§ 7. Rules for posting and sending content by the User

1. The User may send via the Application only content that:
a) complies with the law;
b) complies with good practice;
c) does not infringe the rights of third parties.

2. It is prohibited to send, publish or share content that:
a) is offensive, aggressive, vulgar or discriminatory;
b) constitutes threats, harassment or stalking;
c) is spam;
d) is pornographic or otherwise indecent;
e) infringes third parties' copyrights, personal rights or privacy;
f) contains malware, phishing links or other technical threats;
g) is unlawful or incites unlawful actions.

3. The User is responsible for content sent by them within the Application.
4. The User should not send personal data of third parties via chat without an appropriate legal basis or share materials that they are not entitled to use.

§ 8. Moderation, reports and measures taken by the Service Provider

1. The Service Provider may take action against content or the User's Account if:
a) the content is unlawful;
b) the content violates the Terms and Conditions;
c) it is required for the security of the Application, other Users or Specialists;
d) it is required by law or by decisions of authorised bodies.

2. The actions referred to above may include:
a) removal of content;
b) restriction of the visibility of content;
c) blocking the ability to send messages or photos;
d) temporary suspension of the Account;
e) permanent blocking of the Account;
f) termination of services for the User.

3. In the event of moderation action, the Service Provider will inform the User of the reasons for the decision, the measures applied and the possibility of filing an appeal, unless this is contrary to applicable law or considerations of system security.
4. The User may report content that is unlawful or in breach of the Terms and Conditions via the reporting feature available in the Application or by email to: kontakt@solaya.live.
5. The User may appeal against a moderation decision within 6 months from the date of its communication, by sending the appeal to: kontakt@solaya.live.
6. The appeal should contain at least:
a) data identifying the Account or the conversation;
b) a description of the contested decision;
c) the User's reasoning.

7. The Service Provider reviews the appeal within a reasonable time and informs the User of the outcome.

§ 9. Payments

1. Downloading and installing the Application is free of charge.
2. Some services available in the Application are paid, in particular individual 1-on-1 decision sessions provided by live Specialists.
3. The purchase of a session is a one-off transaction and does not entail any subscription or minimum-term commitment.
4. Prices presented in the Application are gross prices, including all applicable taxes, and are expressed in the currency appropriate for the relevant country or offer.
5. The following currencies, in particular, may be used in the Application: PLN, EUR, HUF, CZK.
6. Payment is processed via an external payment provider:
a) PayU – for transactions in Poland;
b) Stripe – for transactions in Italy, France, Hungary and the Czech Republic.

7. Payment is processed by an external payment page in the browser or in another external payment environment. Payment processing is also governed by the regulations and policies of the relevant payment provider.
8. The Service Provider does not store the User's full payment card details.
9. Immediately before making a purchase, the User receives clear and understandable information about the main features of the service, the price, the number of questions, the rules of payment, the right of withdrawal, the contact details of the Service Provider referred to in § 1 paragraph 2, and — where applicable — the consequences of starting performance before the withdrawal period expires.
10. The contract for the provision of a paid session is concluded at the moment of confirmation of the purchase by the User and successful acceptance of payment by the payment operator.
11. Confirmation of the conclusion of the contract is provided to the User on a durable medium within a reasonable time after its conclusion, no later than before the start of the service.

§ 10. Right of withdrawal

1. If the User is a Consumer, they generally have the right to withdraw from a contract concluded at a distance within 14 days of its conclusion, without giving any reason, subject to the provisions below and to mandatory provisions of law.
2. If a paid service is to begin before the withdrawal period expires, performance shall begin only after:
a) the Consumer has expressly requested that performance begin before the expiry of 14 days from the conclusion of the contract;
b) the Consumer has confirmed that they have been informed of the legal consequences of such a request, including the possible loss of the right of withdrawal upon full performance of the service.

3. If, at the Consumer's express request, performance of the service began before the expiry of the withdrawal period, and the Consumer subsequently exercises the right of withdrawal before the service has been fully performed, the Consumer is required to pay for the services performed up to the time of withdrawal, in proportion to the scope of the service performed.
4. If the service has been fully performed with the express prior consent of the Consumer and after they have been informed of the loss of the right of withdrawal, the right of withdrawal does not apply.
5. To exercise the right of withdrawal, the User should send an unequivocal statement to: kontakt@solaya.live. The User may use the model withdrawal form attached as Appendix 1 to these Terms and Conditions, but it is not obligatory.
6. Refunds, where due, will be made promptly, no later than within the period required by applicable law, using the same payment method, unless the User expressly agrees to a different refund method.

§ 11. Complaints and refunds

1. The User may submit complaints concerning:
a) malfunction of the Application;
b) problems with the Account;
c) irregularities related to payment;
d) non-performance or improper performance of a paid session;
e) decisions related to the handling of the Services.

2. Complaints should be submitted by email to: kontakt@solaya.live.
3. The complaint should contain, where possible:
a) data identifying the User;
b) a description of the problem;
c) the date when it occurred;
d) the expected method of resolution.

4. The Service Provider considers the complaint without undue delay, no later than within 30 days of receipt, unless the law applicable to the Consumer's habitual residence requires a shorter period.
5. If the complaint concerns a paid service that has not been performed or could not be performed for reasons attributable to the Service Provider, the User may, at their choice, request:
a) the restoration of the ability to ask the appropriate number of questions within the session;
b) the service to be made available again;
c) a refund of the corresponding part or the entire amount paid, where justified by the circumstances.

6. Notwithstanding the Consumer's statutory rights, refund requests related to non-performance of the service may be considered individually if submitted within 14 days of the date of purchase.
7. In the case of a Consumer, where a paid service is not in conformity with the contract, the Consumer is entitled to the rights arising from the mandatory provisions of law on the conformity of digital content or digital services with the contract, including the right to have the service brought into conformity with the contract or — in cases provided by law — the right to a price reduction or to withdraw from the contract.

§ 12. Out-of-court dispute resolution

1. A User who is a Consumer may use out-of-court methods of resolving complaints and pursuing claims, in accordance with applicable law.
2. Information on the possibilities of out-of-court resolution of consumer disputes is available in particular on the websites of the relevant public authorities and ADR entities in the Consumer's country of habitual residence.
3. Unless mandatory provisions of law provide otherwise, the Service Provider does not commit in advance to participate in every out-of-court consumer dispute resolution proceeding.
4. The provisions of this paragraph do not exclude the Consumer's right to pursue claims before the competent court.

§ 13. Personal data

1. The rules for processing Users' personal data are set out in a separate Privacy Policy.
2. Acceptance of these Terms and Conditions does not replace reading the Privacy Policy.
3. To the extent necessary for the provision of the Services, the Service Provider may process data related to the Account, chat, purchases, login, notifications and Service security.

§ 14. Intellectual property

1. All rights to the Application, its elements, names, designations, interface, layout, graphics, texts, functionalities and databases belong to the Service Provider or entities cooperating with the Service Provider, except for content provided by Users and other elements to which third parties hold the rights.
2. Use of the Application does not imply the acquisition of any intellectual property rights to the Application or its elements.
3. The User may use content made available within the Application solely for their own personal use, unless mandatory provisions of law provide otherwise.
4. It is prohibited to copy, distribute, share, resell, decompile or otherwise use the Application or its parts in a manner that goes beyond permitted use or granted consent.
5. The User retains the rights to content sent by them but grants the Service Provider a non-exclusive, royalty-free licence to the extent necessary to:
a) provide the Services;
b) store and display content in the Application;
c) ensure security and technical operation;
d) moderate content;
e) fulfil legal obligations and defend against claims.

§ 15. Liability

1. The Service Provider is liable for the provision of the Services in accordance with mandatory provisions of law.
2. The Service Provider is not responsible for:
a) inability to use the Application due to causes attributable to the User, the telecommunications operator, the Internet provider, the device manufacturer or external services beyond the Service Provider's control;
b) the consequences of decisions made by the User on the basis of the content of sessions, subject to the sessions being of the nature indicated in § 3 paragraph 4 of these Terms and Conditions;
c) content provided by Users in breach of the law or these Terms and Conditions.

3. No provision of these Terms and Conditions excludes or limits liability towards the Consumer to the extent that doing so would be impermissible under mandatory provisions of law.

§ 16. Suspension and termination of services

1. The Service Provider may suspend or terminate services to a given User in whole or in part in the event of:
a) a breach of the Terms and Conditions;
b) provision of false data;
c) actions that threaten the security of the Application, other Users or Specialists;
d) attempts to circumvent security measures, payment fraud or other abuse.

2. In the event of permanent termination of services, the Service Provider will inform the User of the reasons for the decision, unless this is contrary to provisions of law.
3. Suspension or termination of services does not deprive the Service Provider of the right to pursue claims related to a previous breach of the Terms and Conditions.

§ 17. Changes to the Terms and Conditions

1. The Service Provider may change the Terms and Conditions for important reasons, in particular in the event of:
a) changes in the law;
b) changes in the Application's functionality;
c) changes in the payment model or method of providing the Services;
d) the need to improve security or counter abuse;
e) changes to the Service Provider's data.

2. The User will be informed of any material change to the Terms and Conditions in the Application or by email, with at least 14 days' notice, unless earlier entry into force of the change is required by law, by a decision of an authority or for security reasons.
3. If the User does not accept the changes to the Terms and Conditions, they may stop using the Application and delete the Account, subject to previously concluded contracts and obligations arising from law.

§ 18. Governing law and jurisdiction

1. For Users who are not Consumers, the law applicable to these Terms and Conditions and to contracts concluded on their basis is the law of England and Wales, unless mandatory provisions provide otherwise.
2. For Consumers, the choice of law does not deprive them of the protection granted by mandatory provisions of the law of their country of habitual residence.
3. Disputes with Consumers shall be resolved by the court having jurisdiction under mandatory provisions.
4. Disputes with Users who are not Consumers shall be resolved by the court competent for the registered office of the Service Provider, unless the law provides otherwise.

§ 19. Final provisions

1. These Terms and Conditions enter into force on 2 April 2026.
2. If any provision of these Terms and Conditions proves to be invalid or ineffective, this does not affect the validity of the remaining provisions.
3. The provisions concerning the Consumer apply mutatis mutandis to a natural person concluding a contract directly related to their economic activity, where the contents of that contract show that it is not of a professional nature for that person, if this follows from applicable provisions of law.
4. These Terms and Conditions have been drawn up in Polish. The Terms and Conditions are also available in language versions corresponding to the countries in which the Application is offered. In the event of discrepancies between language versions, the Polish version shall prevail, unless mandatory provisions of the law of the Consumer's country of habitual residence provide otherwise.

Appendix 1. Model withdrawal form

(this form should be completed and returned only if you wish to withdraw from the contract)

Addressee:
Solaya LLP
Office 1.01, 411 Oxford Street, London, Greater London W1C 2PE, United Kingdom
email: kontakt@solaya.live

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

— Description of the purchased service (e.g. package name): ____________________

— Date of conclusion of the contract: ____________________

— Name of the Consumer(s): ____________________

— Email address linked to the Account: ____________________

— Date: ____________________

— Signature of the Consumer(s) (only if this form is sent in paper form): ____________________

(*) Delete as appropriate.