Terms of Service

Terms & conditions for all patients and clients using our clinic and studio.

Cancellations policy.

March 2024. Subject to updates.

 1. Please note that in line with the cancellation policy:

 a. No refunds will be made in the event of missing your appointment

 b. No refunds will be made if you cancel that appointment within 24 hours of your appointment.

 c.  In the case of a Monday appointment, no refunds will be made if you cancel that appointment within 48 hours of your appointment.

 d.  In the case of an appointment on a day after a public holiday, no refunds will be made if you cancel that appointment within 48 hours of your appointment

 2. Any amendments to online bookings once booked can only be made by telephoning 020 8812 3733 within the hours:  Mon - Fri 9am to 5pm. Amendments cannot be made online.  Any telephone amendments to this booking must comply with our standard terms and conditions and cancellations policy set out here.

3. Your first appointment will last approximately one hour. You will be asked about your complaint, your health, and your medical history. As with any healthcare appointment, your confidentiality is assured and nobody will be contacted about your appointment without your permission.

 4.  If you have scans, x rays, or other reports, please bring them with you or have reports ready to share during our encrypted Virtual Online Consultations if applicable.

 5. For ‘Face to Face Consultations’ wear comfortable clothing and modest underwear. You may be asked to undress to your underwear. This is so your osteopath can see how your body moves and what might be causing your pain. We provide gowns for your modesty.

 6. You are welcome to bring a friend or relative with you.

 7. If the patient is 16 or under, then parental/ guardianship accompaniment is required. Only with pre - arrangement and with written parental / guardian consent can a minor be seen without the accompaniment of their parent/ guardian

 8. Your Clinician will use their clinical training to conduct a physical examination.

 9. Your Clinician will tell you what they think is wrong and discuss how it can be treated. In most consultations there is time for treatment; however if your complaint is complex or you have an extensive medical history it may take more time. When the consultation holds unique emphasis in situations such as this, there may be little or no  treatment. We do however always aim to provide treatment within the consultation period.

 10. Your Clinician will discuss a treatment plan with you. With your permission, treatment will commence. You can ask questions or ask to stop at any time.

 11. You may be offered diet and exercise advice, or advice on how to better set up your working environment. Your Clinician will explain why these approaches may expedite and facilitate better health for you.

 12. If needed, we will work closely with your doctors and other healthcare professionals.

 13. From time to time, these terms and conditions will be varied and patients should peruse these terms via our website whenever undergoing treatment.

14. Patients are expected to pay our fee and reclaim their fees from their insurer except where, as stipulated and confirmed by us and not the insurer, we have a special arrangement with a certain specifically named private health insurance company e.g. BUPA, AXA, AVIVA.

15. We will, where possible, process the insurance claim for your treatment with your insurer, provided you have given us all the information we and your insurer need to do so within a required timeframe stipulated by us. If this information is incomplete or inaccurate, we may not be able to process your claim and we will invoice you directly.

16. It will be necessary for you to supply us with your full insurance details when you book your appointment otherwise you will need to pay for your treatment directly to us.

17.You must contact your private insurance company before commencing treatment to clarify any restrictions on their policy.

18. In all circumstances patients are responsible for the payment of their treatment. Please be aware that there is often an excess payment to be made.

19. Should any claim be declined in whole or in part, the patient is required to pay the full outstanding balance. Payment is due by return when we invoice the patient.

20. In line with the cancellation policy, no refunds will be made in the event of missing your appointment or in the event of cancellation within 24 hours of your appointment. In the case of a Monday appointment, no refunds will be made if you cancel that appointment within 48 hours of your appointment. In the case of an appointment on a day after a public holiday, no refunds will be made if you cancel that appointment within 48 hours of your appointment.

21. Classes - Please arrive on time for the session you have booked. We understand that delays occur, however out of respect for the class and the teacher, please do ensure you have allocated enough time to allow for any delays. If you are more than 10 minutes late to class we will not be able to admit you to the class as it will be disruptive for the flow and the aim of the class.

22. Cancellation for classes received more than 3 hours before your booked class starts is allowed without penalty. This allows waitlist students to be contacted and invited to the class. A new class can be booked in place of the cancelled class but payments are not refundable.

23.   Classes

· Class prices are available on our Website and will be reviewed by us from time to time.

· Payment is required prior to attendance.

· The payment for any drop-in classes is non-refundable, but if a Client cancels within the required cancellation window (3 hours) the class will be refunded to their  Client account to be used within a month.

24. Class Packs and clinical packages

· Class packs are valid for any of our classes for 60 minutes in length.

· A Class pack must be purchased prior to attending a class and the payment is non-refundable.

· All Class packs have as noted below an expiry date from the purchase date:

o5 classes - 2 months

o10 classes - 3 months

o20 classes - 4 months

·  All class packs can be extended once, up to one month from the date of expiry. The one-month extension will start from the date that the extension fee (£10) is paid. Once the pass extension has expired any remaining classes will no longer be valid.

· Class Packs value is non-refundable and non-returnable and cannot be shared by anyone else (apart from dependants - Children under 16) or used towards any other treatments or purchases in our business.

25. Booking of Classes

· Classes can be booked on our website or by phone

· All customers with online bookings are required to sign into class a minimum of 5 minutes prior to the class start time using our QR code log in. If you have not signed in by this time, or called to notify us that you are running late, your space will be opened up and this will be treated as a ‘Late Cancellation’ (see 26 below) and your class will not be credited or refunded.

· When classes have reached their online booking capacity you can add yourself to the waitlist.

· If you are on the waitlist for a class you will automatically be allocated a space in the class once a spot becomes available, our booking system will email you a notification.

26. Cancellations

· Please remember that you must go to our online booking system and remove yourself from the class list if you cannot attend.

· Cancellation for classes received more than 3 hours before your booked class starts is allowed with no penalties. This allows waitlist students to be contacted and invited to the class. A new class can be booked in place of the cancelled class but payments are not refundable.

· Late Cancellation, within 3 hours of the start of the booked class, or a ‘No Show’ (failure to turn up for a class at all) will incur the following:

oClass Pack Clients: Will result in the deduction of the class from your pass.

oIf you book onto a class and do not attend then this is classed as a 'no show' and you will be charged the fee for the class.

27. GIFT VOUCHERS

Gift certificates/vouchers are valid for one year from date of purchase. These are non-refundable, and cannot be used after the expiry date.

28. USE OF FACILITIES

Customers are entitled to use the Studio’s facilities providing always that the Studio (with notice where practical), may at any time withdraw all or part of its facilities for any period for cleaning, repair, alteration or maintenance work or for any other reasons beyond the control of the Studio or the Company.

Children under the age of 16 may only use the Studio and attend classes if accompanied by an adult and when under their care and supervision, however the Studio reserves the right of refusal for any minor to practice according to clause 8.

Children age 7 and over may not enter the changing rooms or other areas reserved for the opposite sex, regardless of whether they are accompanied by an adult.

29. FITNESS AND HEALTH

Clients are advised not to undertake any strenuous physical activities without first seeking medical advice if they have any concerns over their physical condition. The Studio reserves the right to refuse access to any customer if, in its absolute discretion, it considers that the health of the individual concerned may be endangered by the use of our facilities.

Clients with the following conditions should not attend class: low/high blood pressure and cardiac irregularities. If there is any doubt, the Client should consult their doctor. Clients and their guests must notify the Studio of any circumstances affecting their health which may be exacerbated through continued use of the Studio.

Clients are required to follow the instructions of the teacher or therapist at all times.

30. DRESS AND FOOTWEAR

Clients are requested to wear a form of dress appropriate to the practice of Yoga or Pilates. Footwear should be removed before entering either of the studios and left in the changing rooms or the footwear racks provided.

31.HEALTH AND SAFETY

Smoking is not permitted anywhere on the premises.

No crockery, glass or food is permitted in the changing rooms or in the studios. Only water in plastic or reusable bottles is permitted in the Studio.

No pets (except guide dogs) are permitted on the premises or grounds.

Fire exits, which are clearly marked, are there in the interests of safety and customers must not interfere with these doors for any reason.

In the event of a fire, Clients are asked to make their way to the nearest available exit.

32. PERSONAL BELONGINGS

To create a calm and uncluttered environment our studios are bag, coat and shoe free zones. Clients are requested to use shoe and coat rack provided, or the lockers in the changing rooms.

Personal belongings are brought into the Studio premises at the customer’s risk and the Company does not accept liability for any loss or damage whatsoever to such items.

33. GENERAL GUIDELINES

Customers must at all times observe the Studio guidelines which may be notified to them from time to time and are requested to comply with any reasonable directions which the management of the Studio may  issue to ensure the smooth operation of the Studio for the convenience of all customers.

Customers are required to give written notice to the Company of any change of address. Failing such notice, all communications shall be assumed to have been received by the customer within 5 days of mailing to the last address notified to the Studio.

The Management reserves the right to refuse admission to the Studio.

The Studio may, if a client so wishes, communicate with the client by electronic mail (“email”). By providing an email address to the Studio the client consents to receiving email communications from the Studio, including notices pursuant to the Terms and Conditions. The client also accepts any risk that email may not be a fully secure and confidential means of communication. The Studio will not be liable for any loss or damage suffered as a result of communicating with a client in this manner.

34. LIMITATION OF LIABILITY

The Studio cannot be held responsible for any service or equipment not being available for whatever reason. The Company reserves the right to make alterations to the types of facilities provided, without notice and in its absolute discretion and the Studio shall not be liable for any loss occasioned by such alterations except in so far as the loss is by law incapable of exclusion.

It is the customer’s responsibility to ensure that they are capable of the exercises involved in any programme or class they book to attend. Clients accept the risk of injury from performing exercises and are advised to consult their doctor prior to beginning any programme or class.

The Studio accepts no liability for loss or damage to property or injury of the customers in the business premises or outside the business premises except in so far as such loss, damage, or injury is by law incapable of exclusion.