Terms & Conditions
1. Introduction
These Terms and Conditions of Use (the "Terms") constitute a legally binding agreement between Metta People Co., Ltd. (Thailand) ("Metta People", "we", "us", "our") and any individual or entity ("User", "you", "your") accessing or using the online marketplace operated at www.mettapeople.com and any associated application or service, including the Metta Living Flow community application at metta-living-flow.base44.app (collectively, the "Platform").
This version aligns these Terms with the disclosed-agency structure set out in our Seller, Practitioner & Place Agreement v3.0, and additionally sets out, on the Buyer side, the full order lifecycle and the cancellation, return and dispute framework that applies across Metta People, Metta Places and Metta Products. Where any provision of that Agreement addresses the relationship between Metta People and a Seller, these Terms are to be read consistently with it and do not create a different characterisation of that relationship.
By creating an account, browsing, or engaging in any Transaction on the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy, Cookie Policy, and Community Guidelines. If you do not agree, you must immediately discontinue use of the Platform.
2. Company and Contact Information
Metta People is duly incorporated under the laws of the Kingdom of Thailand and operates as the owner and administrator of the Platform. Metta People operates as a Digital Platform Service provider within the meaning of the Royal Decree on Operation of Digital Platform Services Business B.E. 2565 (2022).
3. Eligibility and Account Registration
3.1 Eligibility
The Platform is available only to individuals aged eighteen (18) years or older with full legal capacity under applicable law. Certain Listings may be offered as family or youth programmes, in which case a participating minor must be accompanied by a consenting parent or guardian who is the account holder and contracting party.
3.2 Account Accuracy
You agree to provide accurate, current, and complete information during registration and to keep such information updated, including any delivery address used for the purchase of physical products.
3.3 Account Security
You are solely responsible for safeguarding your login credentials and for any action taken through your account. You must notify us promptly of any suspected unauthorised access. Metta People shall not be liable for loss or damage resulting from unauthorised use of your account arising from your failure to safeguard your credentials.
3.4 Prohibition on Multiple or False Accounts
Users may not register under a false identity or create multiple accounts to evade suspension, restriction, or the cancellation and dispute limits described in these Terms.
4. Nature of the Platform and Role of Metta People
4.1 Marketplace Role
The Platform is an online marketplace facilitating the connection between Practitioners, Places, and Product Sellers (collectively, "Sellers") and buyers or customers ("Buyers") in respect of experiences, sessions, stays, venue bookings, and physical or digital products (each a "Listing"). These Terms also govern use of the Metta Living Flow community application, which forms part of the broader Metta People ecosystem.
4.2 Disclosed Agency
Metta People acts as a disclosed agent and payment facilitator on behalf of Sellers, and is not the merchant of record for any Listing. Each Seller is the principal party providing the Listing directly to the Buyer, and is the seller of record for that Listing for VAT, income tax, and consumer protection purposes. This relationship is set out in full in our Seller, Practitioner & Place Agreement v3.0, which governs the relationship between Metta People and each Seller and is incorporated by reference into these Terms.
Metta People does not own, manage, or control the quality, legality, or accuracy of Listings. Sellers are independently responsible for their own offerings. Nothing in this Section limits or overrides the disclosed-agency relationship described above.
4.3 What Metta People Does Do
While Metta People is not a party to the contract between Buyer and Seller, Metta People does operate the Platform's protections, and undertakes to Buyers that it will:
- operate the order lifecycle described in Section 6, including the escrow of funds until the Buyer's protection window has run;
- apply the platform-wide cancellation, return and refund framework in Sections 7 and 8 consistently and without Seller-specific variation;
- review Disputes raised under Section 9 reasonably, in good faith, and on the evidence submitted; and
- vet Sellers on onboarding and act on credible reports of unsafe, fraudulent, or misdescribed Listings.
4.4 Seller Responsibilities
Sellers are solely responsible for:
- the truth, accuracy, and completeness of their Listings;
- the safety, legality, and quality of their offerings;
- fulfilment, shipment, and delivery of products they sell, and delivery of services they list;
- honouring any non-excludable statutory consumer right held by a Buyer in the Buyer's own jurisdiction; and
- compliance with applicable consumer protection, e-commerce, product safety, and taxation law, including their own VAT and income tax obligations arising from their share of each Transaction.
4.5 Platform Commission
Metta People earns a Commission from each successful Transaction, as agency compensation for facilitating that Transaction. Commission rates are disclosed to Sellers at the time of listing and payout, and are set out in full in the Seller, Practitioner & Place Agreement. Commission is never an additional charge to the Buyer; the price displayed on a Listing is the full amount payable, save for shipping or duties separately disclosed before checkout.
5. Payments, Authorisation, Capture and Payouts
5.1 Payment Processing
Payments are processed via Stripe (Stripe Connect), and via such additional processors as Metta People may appoint for Southeast Asian payment methods. The processor performs payment processing and, where applicable, Know Your Customer (KYC) verification in compliance with Thai and international financial regulation.
5.2 Card Data
Metta People does not directly store or process your payment card information.
5.3 Authorisation and Capture
For Listings that require Seller acceptance, your payment is initially authorised, not charged. An authorisation reserves funds on your payment instrument without transferring them. Funds are captured only when the Seller accepts your Order. If the Seller does not accept within the window in Section 6.2, the authorisation is released and you are not charged. Your bank may take several business days to show a released authorisation as available funds; this timing is controlled by your bank and not by Metta People.
5.4 Fund Flow and Payouts to Sellers
Consistent with the disclosed-agency structure in Section 4.2, payments are processed using the processor's split-payment functionality, whereby the Seller's share of a Transaction is directed to the Seller's connected account and Metta People's Commission is retained separately. Where the order lifecycle in Section 6 requires funds to be held in escrow, the split is applied at payout release. Funds held in escrow are held by Metta People strictly as agent for the Seller and are not Metta People revenue, save as to the Commission portion. Payouts are subject to completion of KYC, expiry of the applicable Buyer protection window, and the absence of an open Dispute.
5.5 Additional Costs
Users acknowledge that foreign exchange fluctuations, bank transfer fees, card issuer charges, and other intermediary charges may apply, and that these are determined by the relevant financial institution rather than by Metta People. Where a physical product is shipped across a border, import duties and taxes may be payable; whether these are prepaid or payable by you on receipt is disclosed in the Listing before checkout.
5.6 Metta Tokens
Metta People may issue Metta Tokens, being prepaid Platform credits purchased at a published Baht value and redeemable against Listings. Tokens are a payment instrument only. Redeeming Tokens does not change the Seller's status as seller of record, nor your rights under Sections 7 to 9. Where a Transaction paid with Tokens is refunded, the refund is ordinarily returned as Tokens of equivalent value; you may request a cash refund of the Token value where the refund arises from Seller cancellation or a Dispute determined in your favour. Tokens are not a deposit, are not interest-bearing, and are not transferable except as expressly permitted on the Platform.
5.7 Third-Party Terms
By using the Platform, you agree to be bound by the applicable Stripe Services Agreement and any applicable financial regulation.
6. Placing an Order — The Order Lifecycle
This Section applies to Listings under Metta Products, and to any Listing under Metta People or Metta Places that is configured to require Seller acceptance rather than instant confirmation. Where a Listing is configured for instant confirmation, Seller acceptance is deemed to occur at checkout.
6.1 The Seven Stages
| Stage | What happens | Your money |
|---|---|---|
| 1. Order placed | You submit your Order through the Platform. | Authorised only — not charged |
| 2. Seller review | The Seller has 24 hours to accept or decline. | Authorisation held |
| 3. Acceptance | The Seller confirms it will fulfil your Order. | Charged; held in escrow |
| 4. Preparation | The Seller prepares your item or digital delivery. | Escrow |
| 5. Shipment | The Seller marks the Order shipped and records an Estimated Delivery Date. | Escrow |
| 6. Delivery | Your item arrives; the return and dispute window opens. | Escrow |
| 7. Confirmation | You confirm receipt, or auto-confirmation occurs after 48 hours. | Released to Seller |
6.2 The 24-Hour Acceptance Window
A Seller must accept or decline your Order within 24 hours. If the Seller does not respond within that window, the Order lapses automatically, your authorisation is released, and no Transaction arises. You will be notified when this happens.
6.3 Escrow and Release
Once the Seller accepts, your payment is captured and held in escrow rather than paid straight to the Seller. It is released to the Seller on the earlier of (a) your confirmation of receipt, and (b) expiry of the 48-hour return and dispute window in Section 9.1 without a Return request or Dispute having been raised. Where courier confirmation of delivery is unavailable, that window runs from the Estimated Delivery Date.
6.4 Seller Obligation to Fulfil
Acceptance is a binding undertaking by the Seller to fulfil your Order as listed, within the timeframe stated in the Listing and by the Estimated Delivery Date recorded on the Order.
7. Cancellations and Refunds — Services, Experiences and Stays
7.1 General Policy
For Listings under Metta People and Metta Places, cancellation and refund entitlements depend on the timing of the cancellation prior to the scheduled start time of the booked service, experience, or stay:
| Time before start | Buyer refund | Metta People | Seller |
|---|---|---|---|
| 72 hours or more | 80% | 20% | 0% |
| 48 to 72 hours | 50% | 20% | 30% |
| 24 to 48 hours | 25% | 20% | 55% |
| Under 24 hours / no-show | 0% | 20% | 80% |
For clarity, amounts retained by Metta People under this table are drawn from Metta People's Commission entitlement and do not alter the disclosed-agency relationship described in Section 4.2.
7.2 If the Seller Cancels
If a Practitioner or Place cancels a confirmed booking, you receive a full refund of the amount you paid, except where the cancellation results from force majeure under Section 24.5, in which case you may choose between a rescheduled date and a full refund. A substitute Practitioner or venue may be offered to you but cannot be imposed without your agreement.
7.3 Legal Compliance
Refunds are subject to the Consumer Protection Act B.E. 2522 (1979) and the Electronic Transactions Act B.E. 2544 (2001) of Thailand. Metta People reserves the right to review exceptional cases — including illness, bereavement, and travel disruption — to ensure fairness, and may direct a refund outside this table where fairness plainly requires it.
7.4 Dispute Handling
Any dispute arising from a cancellation shall be addressed in good faith through mediation facilitated by Metta People before formal legal action is pursued.
8. Cancellations, Returns and Refunds — Products
8.1 One Policy for Every Seller
A single platform-wide cancellation, return and refund policy applies to every product Listing. Sellers cannot set their own cancellation rules, their own return windows, or category-specific terms. Refund calculations are standardised and, where possible, automated. This means you do not need to read a different policy for every Seller you buy from.
8.2 Cancellation Rules
| Stage of your Order | What you can do |
|---|---|
| Before the Seller accepts | Cancel freely at any time, at no cost. Nothing has been charged; your authorisation is released automatically. |
| After acceptance, before shipment | Request cancellation. Your request goes to the Seller for approval. |
| Seller silent for 24 hours after your request | Your cancellation is approved automatically by the Platform and your refund is initiated without further delay. |
| After shipment | Cancellation is no longer available. You may raise a Return or Dispute after delivery. |
| After delivery | Return or Dispute window only, per Section 9. |
8.3 Processing Fees
Payment providers do not always refund their transaction fees when a payment is refunded. Accordingly:
"Refund amounts may exclude non-refundable payment processing fees charged by payment providers."
Where a Transaction is cancelled in full before release of funds to the Seller, Metta People waives its Commission and you are refunded the full amount you paid, less only such processing fees as the provider does not return. Where the refund arises from the Seller's default — including Seller cancellation, non-delivery, or a Dispute determined in your favour — Metta People will bear or recover those fees so that you receive a full refund of the amount you paid.
8.4 If the Seller Cancels
If a Seller cancels a confirmed Order, you receive a full refund. This applies regardless of the shipment timeline, provided the item has not been delivered.
8.5 Cancellation, Return and Dispute Are Different Things
| Mechanism | When it applies |
|---|---|
| Cancellation | Before shipment. |
| Return | After delivery, where an eligible ground under Section 9.2 exists. |
| Dispute | Where you report a problem with your Order and evidence needs to be reviewed. |
8.6 Digital Goods
For digital goods, delivery occurs when the download or access credential is made available to you. Cancellation is available up to the moment of access. After that, your remedy is a Dispute on the grounds that the file or access was not delivered, was inaccessible, or was materially not as described.
9. Reporting a Problem — Returns and Disputes
9.1 The 48-Hour Window
After delivery, you have 48 hours to raise a Return request or a Dispute. Where courier delivery confirmation is unavailable, the window runs from the Estimated Delivery Date. Release of funds to the Seller is suspended for the duration of the window and for the duration of any Dispute raised within it.
9.2 Eligible Grounds for Return
- the item arrived damaged;
- the wrong item was sent;
- the item is counterfeit or not authentic as described;
- your Order was incomplete; or
- the item is materially not as described in the Listing.
Change of mind is not an eligible ground for return. Nothing in this Section limits any non-excludable statutory right of withdrawal you may hold under the mandatory consumer law of your own jurisdiction; where such a right applies and you exercise it, the Seller, as seller of record, is responsible for honouring it, and Metta People will assist you in doing so.
9.3 What You Can Submit
You may support a Dispute with photographs, video, screenshots, and a written explanation. Clear photographs of the item as received, including packaging, are the most useful evidence in a damage claim.
9.4 What the Seller Can Submit
The Seller may submit shipment proof, courier and tracking details, dispatch photographs, and other relevant evidence, and must respond substantively within 48 hours of notification. Where a Seller does not respond within that period, Metta People may determine the Dispute on the evidence available, which will ordinarily mean resolution in your favour.
9.5 How Metta People Decides
Metta People will assess Disputes reasonably, in good faith, and consistently across Sellers, and will notify both parties of the outcome. In doing so Metta People acts as agent administering the Platform's published policies, not as arbitrator of the underlying contract between you and the Seller. A determination under this Section does not affect your right, or the Seller's, to pursue the other under Section 22.
9.6 Return Shipping
Where a Return is approved on any of the grounds in Section 9.2, the Seller bears the cost of return shipping. You must return the item in the condition received, with all included components, using a trackable method where available. Refunds are processed once the return is dispatched with tracking evidence, or on receipt where no tracking is available.
9.7 Misuse of the Dispute Process
Metta People will act against Users who misuse the Dispute process, including by declining refunds where the evidence does not support the claim, and by restricting or removing accounts that repeatedly raise unfounded Disputes. Submitting falsified evidence is a material breach of these Terms.
10. Reviews and Ratings
You may leave a review of a Transaction you have completed. Reviews must be honest, based on first-hand experience, and free of abuse, defamation, and third-party personal data. Metta People does not remove reviews merely because a Seller finds them unfavourable, but will remove reviews that are abusive, defamatory, off-topic, incentivised, or that disclose personal data.
Sellers may not offer any inducement in exchange for a review, may not condition delivery or refunds on a review, and may not publish or threaten retaliatory content against a reviewer. Report any such conduct to info@mettapeople.com.
11. User Obligations and Prohibited Conduct
11.1 Lawful Use
You agree to use the Platform only for lawful purposes and in accordance with these Terms and the Community Guidelines.
11.2 Prohibited Activities
You must not:
- engage in misleading, fraudulent, or deceptive conduct, including submitting falsified evidence in a Dispute;
- upload, distribute, or transmit unlawful, defamatory, obscene, harassing, or infringing material;
- circumvent Platform fees or payment processes, or solicit a counterparty to transact off-Platform to avoid them;
- use automated data extraction tools (bots, crawlers, scrapers) without prior written consent;
- interfere with the security, functionality, or integrity of the Platform, or attempt to access another User's account;
- misuse the personal data of any other User, including contact or delivery details received in connection with a Transaction; or
- abuse the cancellation, return, or dispute mechanisms described in Sections 7 to 9.
11.3 Consequences
Violation of these provisions may result in account suspension, termination, forfeiture of Buyer protections in respect of affected Transactions, and potential civil or criminal liability under Thai law.
12. Intellectual Property and User-Generated Content
12.1 Ownership
All intellectual property rights in the Platform, including text, graphics, trademarks, and software, are owned by or licensed to Metta People. The Metta People, Metta Places, Metta Products, Mettaïa, and Metta Living Flow names and marks may not be used without prior written consent.
12.2 User Content Licence
Users retain ownership of content they create or upload, but grant Metta People a non-exclusive, royalty-free, worldwide, transferable licence to host, use, reproduce, adapt, translate, and display such content for Platform operation and promotion. This licence survives termination in respect of material already published, for a reasonable period necessary to withdraw it from circulation and for archival and legal-defence purposes.
12.3 Copyright Complaints
Allegations of infringement should be directed to info@mettapeople.com with sufficient proof of ownership and details of the infringing material, and will be handled under our notice-and-takedown process.
13. Disputes Between Users
Metta People is not a party to the underlying contract of sale or service between a Buyer and a Seller, consistent with Section 4.2. Users agree to resolve disputes between themselves independently and in good faith.
This Section does not displace the Platform protections that Metta People does operate. Where a Dispute falls within Section 9, Metta People will administer it under that Section, including by pausing release of funds and directing a refund from escrow where the evidence supports it. Beyond that framework, Metta People may assist in mediation at its discretion, and such assistance creates no legal obligation or liability for outcomes arising from User interactions.
14. Wellness Disclaimer — No Medical or Psychological Advice
Listings on the Platform are offered for wellness, education, and personal development purposes. Sellers are contractually prohibited from representing their services as medical treatment, diagnosis, or cure, and every wellness or spiritual Listing carries the following disclaimer:
"This service is offered for wellness and personal development purposes only. It is not a substitute for professional medical, psychological, or psychiatric advice, diagnosis, or treatment."
You should consult a qualified healthcare professional before beginning any new physical, dietary, breathwork, or intensive practice, particularly if you are pregnant, have a cardiovascular or respiratory condition, or are receiving treatment for a mental health condition. You are responsible for disclosing relevant health information when a Seller conducts pre-session screening. If you are experiencing a medical or psychiatric emergency, contact local emergency services rather than a Seller or the Platform.
15. Platform Availability
The Platform, including its booking, payment, escrow, messaging, and dispute functionality, is provided on an "as is" and "as available" basis. Metta People does not warrant that the Platform will be uninterrupted, error-free, or available at all times, and may suspend access for maintenance, security, or regulatory reasons. Metta People is not liable for loss arising from downtime, technical failure, or disruption of the Platform or of any third-party payment processor or courier, except where caused by Metta People's gross negligence or wilful misconduct.
16. Limitation of Liability
16.1
To the maximum extent permitted by applicable law, Metta People shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from:
- use of, or inability to use, the Platform;
- Transactions or communications between Users;
- the acts, omissions, quality, or safety of any Seller or Listing; or
- loss of data, profits, or business opportunity.
16.2
Metta People's total cumulative liability under these Terms shall not exceed the greater of (a) the total Commission collected in respect of the User's Transactions in the six (6) months preceding the claim, and (b) the amount paid by the Buyer for the single Transaction giving rise to the claim.
16.3
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited as a matter of Thai law. Nothing in these Terms excludes or limits any non-excludable statutory consumer right you hold in your own jurisdiction.
17. Indemnification
You agree to defend, indemnify, and hold harmless Metta People, its officers, employees, affiliates, and partners against all claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of:
- your breach of these Terms;
- your violation of applicable law or of any third-party right;
- your misuse of the Platform, including abuse of the cancellation, return, or dispute mechanisms; and
- where you are a Seller, any claim arising from your Listing, product, or service.
18. Suspension and Termination
18.1
Metta People reserves the right to suspend, restrict, or terminate access to the Platform where:
- a breach of these Terms or of applicable law occurs;
- fraudulent or abusive behaviour is detected, including repeated unfounded Disputes or falsified evidence;
- a Seller persistently fails to respond within the acceptance or dispute windows in Sections 6.2 and 9.4; or
- continued use poses a risk to other Users or to Platform integrity.
18.2
Where the ground for suspension is not safety-critical or fraud-related, Metta People will ordinarily give notice and a reasonable opportunity to remedy before terminating.
18.3
Upon termination, all outstanding obligations, including payments, refunds, and indemnities, shall survive. Orders already accepted must be fulfilled or refunded, and Disputes already raised will be determined under Section 9 notwithstanding termination.
19. Modifications to the Terms
Metta People may amend these Terms from time to time to reflect operational, legal, or regulatory change. Updated Terms will be posted on the Platform with a revised Effective Date, and material changes will be notified by email or in-Platform notice not less than fourteen (14) days before they take effect, save where a change is required immediately by law, by a payment processor, or to address a safety or security risk. Continued use of the Platform after the Effective Date constitutes acceptance. Amendments do not apply retroactively to Transactions already completed or to Orders already accepted.
20. Data Protection and Cookies
20.1
Personal data is processed in accordance with the Personal Data Protection Act (PDPA) B.E. 2562 (2019), the GDPR, and the CCPA/CPRA where applicable, and as further described in our Privacy Policy.
20.2
Where you purchase a Listing, the Seller receives the personal data necessary to fulfil it — for example your name, contact details, and, for physical products, your delivery address. Sellers are contractually required to use that data solely to fulfil the Transaction and to meet their legal record-keeping obligations, not to add you to any marketing list without your explicit consent, and not to retain it beyond 90 days after the Transaction except where tax or accounting law requires a longer period.
20.3
Metta People uses essential cookies for core functionality and analytics cookies for statistical analysis. By using the Platform you consent to such usage, subject to the preferences you set.
"We use cookies to improve your experience and analyse usage. By continuing, you agree to our Cookie Policy. You may manage your preferences in your browser settings."
Refer to our Cookie Policy at www.mettapeople.com/cookie-policy for further information.
21. Communications
By registering an account, you consent to receive necessary transactional and service-related communications, including order confirmations, acceptance and shipment notifications, cancellation and refund notices, and dispute correspondence. These are not marketing messages and cannot be opted out of while your account is active. Marketing communications may be opted out of at any time via email preferences or written notice.
22. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of the Kingdom of Thailand. Any dispute shall be submitted to the exclusive jurisdiction of the competent courts of Bangkok, Thailand. This Section does not deprive a consumer of the protection of the mandatory law of the consumer's country of habitual residence, or of the right to bring proceedings in the courts of that country where such a right is conferred by non-excludable law.
23. Language
These Terms are drafted in the English language. In the event of translation, the English version shall prevail in case of inconsistency or ambiguity, save where mandatory Thai law requires otherwise.
24. General Provisions
24.1 Entire Agreement
These Terms, together with the Privacy Policy, Cookie Policy, Community Guidelines, Refund and Cancellation Policy, and — as to Sellers — the Seller, Practitioner & Place Agreement, constitute the entire agreement between you and Metta People regarding the Platform.
24.2 Order of Precedence
Where these Terms and the Seller, Practitioner & Place Agreement conflict on a matter specifically addressed by that Agreement (including the disclosed-agency relationship and the cancellation framework), that Agreement prevails as between Metta People and the Seller. As between Metta People and a Buyer, these Terms prevail.
24.3 Severability and No Waiver
If any provision is held invalid or unenforceable, it shall be limited or eliminated to the minimum extent necessary and the remainder shall continue in full force. No failure or delay in exercising a right operates as a waiver of it.
24.4 Assignment
You may not assign or transfer your rights under these Terms without our prior written consent. Metta People may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of assets, provided the assignee agrees to be bound by them.
24.5 Force Majeure
Neither party shall be liable for failure or delay in performance resulting from causes beyond its reasonable control, including acts of God, natural disaster, epidemic or pandemic, war, civil unrest, governmental action, labour dispute, or failure of a third-party payment processor, courier, telecommunications, or internet service provider. This Section does not excuse an obligation to refund a Buyer for a Listing that was not delivered.
24.6 No Third-Party Rights
These Terms confer no right on any person other than you and Metta People, save that Sellers may rely on Sections 4.2, 4.4 and 24.2 as to their characterisation and obligations.