Terms and conditions

The short version

Here is the plain-English summary. The full terms are below, and they are the ones that legally apply.

• When you book a session, your agreement is with Puntoria — the people running the sessions. Puntoria only supplies the booking software.
• Booking is a request. Depending on how Puntoria has set things up, it either waits for someone to review it or is confirmed automatically — either way you get an email, and the session is not confirmed until that email says so.
• Sessions are for adults. You need to be 18 or over to book, and the form asks for your date of birth to check.
• You can usually change or cancel your session yourself, using the link in your confirmation email, up to a cut-off before it starts. After that, write to hello@puntoria.com.
• Sessions are only recorded if you say yes first, and no is a normal answer.
• Mentoring is not medical, legal, financial or therapeutic advice, and it is not a substitute for it. In an emergency, call 999.
• If you are abusive, unsafe, or repeatedly do not turn up, Puntoria can refuse to see you.
• Nothing is charged on this website. Any price shown is indicative only, and you would arrange payment with Puntoria directly. After you book you may be invited to give something towards Puntoria's work — optional, nothing to do with your session, and it opens a separate giving page in a new tab.

1. Who these terms are between

These terms are an agreement between:

• you — the person booking or attending a session, and, where an adult books on someone else's behalf, that adult as well; and
• Puntoria, a trading name of Puntoria, Registered in Kosovo, registered at Besim Sopa 77, 10000 Prishtina, Kosovo, contactable at hello@puntoria.com — the organisation that runs the mentoring or advisory sessions you are booking.

Puntoria is responsible for the sessions themselves: who delivers them, what happens in them, and everything promised to you about them.

Puntoria is not a party to that agreement. Puntoria supplies Puntoria with the booking software — the booking pages, the confirmation and reminder emails, the self-service link for changing a session, and the tools Puntoria's staff use behind the scenes. Puntoria does not provide mentoring, does not choose who is accepted, and does not set Puntoria's policies. Where these terms describe how the software behaves, that is a description of the tool Puntoria uses, not a separate promise from Puntoria to you.

Separately, Puntoria handles personal data on Puntoria's instructions as its processor, and handles some things — site analytics and your account — for its own purposes. How your information is handled is set out in the privacy policy. That policy explains what happens to your information; it is not a contract term and nothing in it takes away your rights.

These terms apply to the public booking pages for Puntoria, the emails you receive about a session, the links in those emails — for joining, managing your booking, giving feedback, consenting to a recording, or correcting a detail — and your account area if you have one.

Puntoria grants you permission to use these pages for the purpose of booking and managing sessions with Puntoria, and for nothing else. By booking a session, you accept these terms. If you do not accept them, please do not book — contact Puntoria at hello@puntoria.com instead.

2. Eligibility and age

Sessions here are for adults. You need to be 18 or over to book a session and to attend one.

A booking form that gives a date of birth under 18 is refused. That check runs on the server as the request is submitted, not only in your browser, so a booking cannot get past it. If it later turns out that an attendee is under 18, Puntoria will cancel the session.

If you are under 18 and would like mentoring, write to hello@puntoria.com. Puntoria would rather point you towards something that can help than leave you with nothing.

The booking form asks for your date of birth. You tell us that yourself — we do not verify it against any document — so please give it accurately. It is used to check that you are 18 or over. If Puntoria has reason to think the date given is not right, it can pause or decline the booking while it checks.

If you are booking on behalf of someone else — as a family member, carer, colleague or support worker — you confirm that they are 18 or over, that they know about the booking and are content for you to make it, that you accept these terms on their behalf as well as your own, and that you will pass on anything in them that affects them. You should also show them the privacy policy.

Puntoria may apply its own eligibility rules — a programme for a particular age group, school, employer or region, for example. Those rules are set by Puntoria and are additional to this section.

3. Booking a session

A booking starts as a request. When you submit the form you are asking for a session at a particular time. Depending on how Puntoria has set things up, the request either waits for someone to review it, or is confirmed automatically. Until you receive a confirmation email, the session is not confirmed — please do not treat a pending request as a fixed appointment.

While your request is pending, the slot is normally held provisionally in the host's calendar so it is not double-booked. That hold is not a guarantee.

Give accurate information. You will be asked for your name, email address, date of birth and time zone, and usually for a few more details — what you would like to discuss, and any questions the host has set for people booking that kind of session. Some of those questions are required and the form says which. Please answer them honestly and do not include information about other people that is not necessary.

Puntoria can decline. A request can be declined for any lawful reason — no capacity, the wrong fit, missing information, eligibility, or a moderation decision under section 7. Sometimes, rather than declining, Puntoria will ask you to correct a single detail and will email you a link to do that. If you are declined, you will normally be told, though Puntoria does not have to give reasons.

Some requests are turned away as you submit them, before there is a request for anyone to look at. Two of those are settings Puntoria chooses. It can pause new bookings altogether, and while it is paused nothing can be submitted — sessions you have already booked are not affected. It can also cap how many sessions one person may have on the go at once: it chooses whether that counts confirmed sessions, requests still waiting for an answer, or both, whether it applies to a single session type or across everything it offers, and it can leave the cap off entirely. The page tells you which of the two stopped you, and where it is the cap, it can offer to move a session you already hold to the time you have just chosen instead. Nothing is booked either way.

A request that is never answered does not stay open indefinitely. The software sweeps pending requests roughly once an hour and cancels one when either of these is true:

• the session is due to start within the next two hours, or has already started — at that point it cannot realistically be confirmed; or
• Puntoria has set a window for unanswered requests and yours has been waiting longer than that. This one is off unless Puntoria turns it on, so it may not apply to you at all. Where it is on, the window is between one hour and seven days, and Puntoria chooses whether it is measured forward from when you asked, or backwards from the session's start time. Different session types can have different windows.

If a request is cancelled this way you will get an email telling you so, any provisional hold is released, and you are welcome to book again.

4. Changing or cancelling your session

Getting back to your booking. Your confirmation email carries a link back to your session, and which link you get depends on how you booked. If you booked with an account — which is what a session type asks for unless Puntoria turns that requirement off — it takes you to your account area, and you sign in to get there. If you booked as a guest, it is a private link that opens your session page with no sign-in at all. From either one you can, where Puntoria allows it, move your session to another available time or cancel it. Preparation questions, and any single detail Puntoria has asked you to correct, come with their own links in the emails that ask for them.

Treat a link that needs no sign-in as private. That link is the credential: anyone who has it can change or cancel your session, so do not forward it or post it anywhere public. If you think someone else has it, write to hello@puntoria.com and ask for the booking to be re-issued or cancelled.

The cut-off. Self-service changes close a set period before the session starts. Unless Puntoria has chosen otherwise, that period is 24 hours; Puntoria can set anything from none at all up to seven days, and a different period for different session types. Neither page shows you which period applies; what they do is stop offering changes once the cut-off has passed — that is not a fault and not a refusal. Write to hello@puntoria.com instead and Puntoria will do what it can.

Reasons. When you cancel you will normally be asked for a short reason. Puntoria can make that optional. The reason goes to Puntoria and is kept with the booking record.

Rescheduling. A new time has to be genuinely free in the host's calendar. If someone takes the slot between you choosing it and confirming it, you will be asked to pick another. If the session type has been retired since you booked, rescheduling will not be possible and you will need to book again.

Changes by Puntoria. Puntoria may need to move or cancel a session — illness, leave, or something outside its control. It will tell you as soon as it reasonably can and offer an alternative where it can.

Cancelling a paid session (cooling off). If you are a consumer and you are paying Puntoria for a session, you normally have 14 days from making the booking to change your mind and get your money back. If your session takes place inside those 14 days, you are asking Puntoria to start before the 14 days are up: you keep the right to cancel until the session happens, and once it has happened you can no longer cancel it under this right. This does not affect your right to cancel or reschedule under the rest of this section. Ask hello@puntoria.com if you are unsure.

5. Turning up, and no-shows

Please arrive on time, and let Puntoria know as early as you can if you cannot make it — a cancelled slot can be given to someone else, a missed one usually cannot.

If you do not attend a confirmed session without cancelling, Puntoria can record that against your details as a no-show. That record is visible to Puntoria's staff. Repeated no-shows, or repeated very late cancellations, may lead Puntoria to limit or refuse future bookings under section 7.

6. How you should behave

When you use the booking pages or attend a session, please:

• be respectful to hosts, staff and anyone else present;
• give accurate information about yourself, and do not impersonate anyone;
• do not submit anything unlawful, abusive, harassing, discriminatory, threatening, sexually explicit, or designed to intimidate;
• do not submit other people's personal details unless it is necessary and you are entitled to;
• do not record, photograph or stream a session yourself without the express agreement of everyone in it (recording by Puntoria is covered in section 8A);
• do not try to break, probe or overload the service, get into anyone else's booking, or use automated tools to scrape or bulk-submit the booking pages; and
• do not use the sessions or the service for anything unlawful.

If a session becomes unsafe or abusive, the host can end it immediately.

7. Moderation: watchlisting and blocking

Puntoria keeps a moderation record for the people who book with it. It has three states, and you should know what they mean.

Good standing — the normal state. Nothing is flagged.

Watchlisted — an internal flag with a note explaining why. Your bookings continue as usual, and the software does not tell you that you have been flagged. What it changes is that Puntoria's staff and hosts see the flag alongside your bookings, so a session can be prepared for, supervised or reviewed more carefully. Typical reasons are a safeguarding concern, a difficult previous session, or repeated no-shows.

Blocked — Puntoria has decided not to see you. In practice:

• new booking requests from your email address, or from its whole domain, are refused automatically. To avoid singling anyone out publicly, the booking page shows a general "that didn't work" message rather than announcing that you are blocked — so a refused booking will not always tell you why;
• Puntoria may also cancel your upcoming sessions when it blocks you, including sessions inside the normal cut-off in section 4. You will receive the usual cancellation emails. If you had paid for a cancelled session, Puntoria will refund it, unless the block is because of something you did that caused Puntoria loss; and
• a reason and a note are recorded internally.

A block or a watchlist flag set by Puntoria is Puntoria's own decision, not Puntoria's, and it applies only to Puntoria — it does not follow you to any other organisation using Puntoria.

Puntoria keeps a separate list of its own. It is administered by Puntoria's operators rather than by any workspace, and it works across every organisation using Puntoria: an email address or a domain blocked on it has its booking requests refused at all of them, and cannot be used to create an account. Puntoria can neither add an entry to that list nor lift one. If you think you are on it wrongly, write to hello@puntoria.com: Puntoria can raise it with Puntoria, but only Puntoria can take it off.

Puntoria can watchlist or block without notice where it reasonably considers it necessary — for a breach of section 6, a safeguarding concern, suspected fraud or misuse, or a legal obligation. If you think a decision about you is wrong, write to hello@puntoria.com and ask for it to be reviewed; a human being will make that decision. You also have data protection rights over these records — including the right to ask what is held and to object — set out in the privacy policy, which also explains the one part of a block record Puntoria keeps even if you ask for erasure, and why.

8. Notes, feedback and records

Hosts and staff at Puntoria keep working notes about sessions: what was discussed, what was suggested, what to follow up. Some of those notes are written *about* you rather than by you. They are kept so that sessions join up, so that a different host can pick things up, and so Puntoria can review the quality of what it offers. They are visible to Puntoria's staff, not only to the mentor who wrote them.

You may be invited to leave feedback after a session. It is optional. Puntoria uses it to improve its programme and to support its hosts.

What is held, why, how long it is kept, and how to get a copy or ask for it to be corrected or deleted, is all set out in the privacy policy.

8A. Recording sessions

Sessions are only recorded if you agree first. If Puntoria records sessions, the booking form asks you about it as a separate question with its own control. Until you agree, recording is not set up — there is no recording by default and no recording by silence. Declining is a normal answer, it needs no reason, and the session goes ahead without a recording.

If you do agree:

• a notetaker joins the session and the audio is captured, then turned into a written transcript;
• Puntoria may use an AI service to draft a summary or feedback from that transcript (see section 9); and
• the recording, transcript and anything derived from them are held under the privacy policy, which also explains the automatic masking applied to transcripts and its limits.

On the older route, your answer covers your future sessions with Puntoria, so you are not asked again each time; the newer route asks you separately before each session. You can change your older-route answer whenever you like: your account page turns recording off in one press, and it applies to the booked sessions that answer decided, while a session you answered separately, through its own link, is taken back on its own from the same page; if you booked without an account, the link in your confirmation email turns that standing answer off the same way. The newer route has no such standing answer; where a newer-route session also carries an older-route answer, taking that answer back on your account page stops its recording too. Turning it off does not by itself delete a recording already made. On the older route your account page lets you take an individual session back, which deletes it. A newer-route recording is deleted on request by Puntoria, and hello@puntoria.com is the place to ask. A short audit record that consent was asked for and given is kept even after a recording is deleted.

Please do not make your own recording of a session without everyone's agreement.

9. AI features

Puntoria uses AI tools to help its staff — drafting summaries of recorded sessions, suggesting preparation questions, and helping staff search their own records. AI is an assistant to the people at Puntoria, not a decision-maker.

Some steps happen automatically: unanswered requests are cancelled on a timer (section 3); times too close to now are not offered; requests from someone, or from a domain, Puntoria has blocked are refused without a person looking (section 7); and, where Puntoria has turned it on, straightforward requests can be confirmed without review. None of these produces a legal or similarly significant effect on you, and a person will always look again if you ask at hello@puntoria.com. Every decision that does matter — whether to accept you, whether to watchlist or block you, what happens in your session — is made by a person.

Which AI provider is used, and what is sent to it, is set out in the privacy policy.

10. Mentoring is not professional advice

This section matters, so please read it properly.

Sessions booked through this service are mentoring, coaching or general guidance. They are not:

• medical, clinical, psychiatric, psychological or therapeutic advice or treatment;
• counselling, crisis support or a mental-health service;
• legal advice;
• financial, investment, tax, debt, insurance or accountancy advice;
• immigration advice; or
• any other regulated professional advice.

Your host is not acting as your doctor, therapist, counsellor, solicitor, financial adviser or any other regulated professional, even if they happen to hold such a qualification. Nothing said in a session creates that kind of professional relationship.

Sessions are not a substitute for professional help. Please do not delay or stop getting proper professional advice or treatment because of something discussed in a session. Anything you take from a session, you act on at your own judgement, and — unless Puntoria has separately promised otherwise in writing — no particular result is promised: not a job, a place, a grade, a qualification, a decision, or an outcome of any kind.

In an emergency, do not wait for a session. If you or someone else is in immediate danger, or seriously unwell, call 999 (or 112) or go to A&E. For urgent but non-emergency health advice in the UK, call NHS 111. If you are struggling and need to talk, the Samaritans are free on 116 123, any time. If you are under 18, Childline is free on 0800 1111. These numbers are for the United Kingdom; if you are elsewhere, use your local emergency service.

Safeguarding. Sessions are private, but they are not unconditionally confidential. If Puntoria believes there is a risk of serious harm to you or to someone else, or where the law or its safeguarding duties require it, it may share what it needs to with the appropriate people or authorities. Wherever it is safe and appropriate, it will tell you first.

If you have a safeguarding concern about a session, a mentor or anyone else, write to hello@puntoria.com marked for the attention of the safeguarding lead, and Puntoria will treat it as urgent. You can also contact the NSPCC helpline on 0808 800 5000, your local authority children's services, or the police on 101 (999 in an emergency), and you do not need to raise it with Puntoria first.

11. Payments

Booking a session does not charge you. There is no checkout on the booking pages, no card or bank details are collected there, and Puntoria does not process payments.

Where a price appears next to a session type, treat it as indicative information only — a description of what Puntoria charges, not a charge being made. Confirming a booking does not charge you anything and does not, by itself, create a payment obligation through this service.

If a session is paid for, you arrange that directly with Puntoria, outside this platform. Prices, invoices, receipts, refunds, cancellation charges and disputes about money are all between you and Puntoria. Ask hello@puntoria.com before you book if you are not sure whether a session is chargeable.

There is one place money comes into it: a voluntary gift. Where Puntoria has set this up for a session type it does not charge for, the page you land on once you have booked can invite you to give something towards its work, sometimes alongside suggested amounts. It is optional, it makes no difference to the session you have just booked, and nothing is taken here: the button opens Puntoria's own giving page — a service such as Donorbox, PayPal, Open Collective, Ko-fi, Stripe or JustGiving — in a new tab, and any payment happens there, on that provider's terms, between you, that provider and Puntoria. Where the provider accepts it, the amount you chose is carried across as a starting figure you can still change.

Nothing about booking a session here needs your card or bank details, so if a booking page or an email asks for them in order to confirm, hold or secure a session, it is not genuine: do not enter them, and tell Puntoria at hello@puntoria.com. A giving page you chose to open, at the address Puntoria gave for gifts, is a different thing — you can close it and your booking stands.

12. Availability of the service

Puntoria and Puntoria aim to keep the booking pages working and available, but they are not promised to be uninterrupted or error-free. The service can be unavailable for maintenance, updates, or problems with third parties such as calendar, email, video-conferencing or hosting providers.

Sessions themselves usually run over a third-party video service. That service has its own terms, which are between you and its provider.

Puntoria may change, suspend or withdraw session types, hosts or availability at any time. Where that affects a session you have already confirmed, it will tell you and offer an alternative where it can.

13. Content and intellectual property

Materials Puntoria shares with you — worksheets, notes, resources, recordings — belong to Puntoria or its licensors. You may use them for your own personal, non-commercial purposes in connection with your mentoring, and not otherwise, unless Puntoria agrees in writing.

What you submit — your answers, questions, messages and feedback — stays yours. You give Puntoria permission to use it as far as it needs to in order to run your sessions and keep its records, in line with the privacy policy and for no other purpose.

The booking software, its design and its underlying code belong to Puntoria.

14. Ending things

You can stop using the service at any time: cancel any upcoming sessions and stop booking. The emails sent to you are about your sessions and the account you use to reach them — a confirmation, a reminder, a change, an invitation to give feedback — and none of them carries an unsubscribe link; if you would rather not receive them, cancel the session or ask hello@puntoria.com. If you have an account, you can delete it from your account area.

Puntoria may stop offering you sessions at any time, including by blocking you under section 7.

If Puntoria stops using Puntoria. If that happens, your booking pages and the private links in your emails will stop working, and Puntoria's records held on the platform may be deleted. Puntoria will tell you before it happens where it reasonably can, will honour or reschedule sessions you have already booked, and remains the organisation to contact about your records. If you want a copy of yours, ask before that point.

Ending things does not automatically delete your records. What is kept, for how long, and how to ask for deletion is in the privacy policy — including which records Puntoria keeps even after a deletion request, and why.

15. Responsibility and liability

What is never excluded. Nothing in these terms limits or excludes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any breach of the terms implied by the Consumer Rights Act 2015 that cannot lawfully be excluded — including the requirement that a service is performed with reasonable care and skill; or
• anything else that cannot lawfully be limited or excluded.

If any part of this section conflicts with that, that paragraph wins.

What Puntoria is responsible for. Puntoria will provide its sessions with reasonable care and skill. It is responsible for loss you suffer that is a foreseeable result of it breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if both of you knew it might when you booked.

What it is not responsible for. As far as the law allows, Puntoria is not responsible for:

• loss that was not foreseeable;
• loss arising from you not following section 10 — for example, relying on a session instead of getting professional medical, legal or financial advice;
• business losses, if you are using the service for business purposes (loss of profit, contracts, goodwill or opportunity); or
• failures caused by something genuinely outside its reasonable control.

Puntoria. Puntoria supplies the software and is not responsible for the mentoring, for Puntoria's decisions, or for what is said or done in a session. Sections 1, 10, 11 and this section may be relied on by Puntoria as well as by Puntoria. Apart from that, nobody other than you and Puntoria has rights under these terms.

A cap, where one is lawful. If you are using the service as a consumer, this paragraph does not limit what Puntoria owes you — your rights under the Consumer Rights Act 2015 apply in full. If you are using it for business purposes, Puntoria's total liability arising from a session is limited to the greater of the amount paid for that session and £1,000. Neither case affects anything listed under "What is never excluded" above.

16. Your rights as a consumer

If you are a consumer, you have legal rights that these terms cannot take away — including rights about services performed with reasonable care and skill, and about information given to you before you book. Nothing here affects those rights.

If any part of these terms turns out to be unfair or unenforceable, that part does not apply and everything else stays in force.

17. Complaints

If something goes wrong, please tell Puntoria first, at hello@puntoria.com or at Besim Sopa 77, 10000 Prishtina, Kosovo. It will look into it and come back to you. A safeguarding concern can go to the same address marked for the safeguarding lead, and section 10 gives the outside routes.

If your complaint is about how your personal data has been handled, you have a specific right to complain to Puntoria directly, using the complaint form at https://puntoria.com or any of the routes in the privacy policy. Puntoria will acknowledge your complaint within 30 days of receiving it, look into it, and tell you the outcome without undue delay. If you are not satisfied, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Puntoria does not take part in an alternative dispute resolution scheme. If we cannot resolve your complaint between us, we will tell you so in writing, and you remain free to take the matter to court.

18. Changes to these terms

These terms may change — because the service changes, or because the law does. The current version is always on this page, with a version number and date at the top.

If Puntoria makes a material change, it will tell you at least 14 days before it takes effect where it holds a working address for you, and if you do not accept the change you can cancel any upcoming session without charge.

Changes do not retrospectively alter a session you have already had. For a session already confirmed, the terms in force when you booked continue to apply, unless the change is needed to comply with the law or to keep people safe.

19. Law and where disputes are heard

These terms, and any dispute arising from them or from a session, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

If you live in Scotland or Northern Ireland, you can also bring proceedings in your own courts, and you keep the benefit of any mandatory consumer protections that apply where you live. If you live outside the UK, you also keep the benefit of any mandatory consumer protections in your own country, and nothing here stops you bringing proceedings there where the law allows.

20. Contact

Puntoria (Puntoria) — hello@puntoria.com · Besim Sopa 77, 10000 Prishtina, Kosovo

For anything about your sessions, your bookings, a moderation decision, a recording, a payment or a complaint, that is the address to use. Puntoria runs the sessions; Puntoria only supplies the booking software.