Compliance and Payments Overview

1. KYC data collected

For client sign-up, we collect:

• Full name and email address
• Date of birth
• For clients aged 13–17: parent or guardian name, contact details, relationship, and recorded consent
• Phone number when provided
• Relevant profile and health context fields when provided

For practitioner onboarding, we collect:

• Full name and email address
• Professional registration details
• Qualifications and specializations
• Supporting profile details and optional links

2. Enhanced due diligence

• Manual review of each practitioner application before listing.
• Verification of registration details against relevant professional bodies.
• Review of qualifications, experience, and stated specialties.
• Ongoing monitoring with the ability to suspend accounts when risks are identified.

3. Payment flow

Paystack handles practitioner platform subscriptions and client session checkout (split settlement to the mental health care professional's linked subaccount).

Client session funds collected through Soulvyns are remitted to the counselor for the booked service. Soulvyns does not issue client session refunds directly.

1. Practitioner starts or updates subscription from the subscription area.
2. They are redirected to Paystack checkout for secure card processing.
3. Paystack sends webhook events to the Soulvyns backend.
4. Webhook verification updates subscription status and billing metadata.
5. Feature access is granted or restricted based on subscription status.

4. Dispute management

• Refund and cancellation outcomes for client sessions are determined by the mental health care professional providing the service, not by Soulvyns.
• Clients are directed to contact their mental health care professional for refund requests and booking disputes.
• Where a mental health care professional approves a refund, settlement follows Paystack and banking timelines.
• Mental health care professional platform subscriptions are non-refundable unless required by law.