Terms & Conditions

1. INTERPRETATION AND VARIATION

1.1 In these Terms and Conditions, the following definitions apply:

“Bodytonic” refers to Bodytonic Clinic Limited.
“Patient” means any person who has provided personal details to make a booking via online, phone, SMS, email, or contact form on Bodytonic Clinic Limited websites.
“Clinic” means any location of Bodytonic Clinic Limited.
“Terms and Conditions” means these terms & conditions.

1.2 Bodytonic reserves the right to vary and revoke these Terms and Conditions from time to time as necessary for the regulation of the Clinic and the safety of Patients. Any such changes will be published on our website. By continuing to book appointments or attend the Clinic following an update, Patients are deemed to have accepted the revised Terms and Conditions in full. It is the Patient’s responsibility to review the Terms regularly; if you do not agree to any updated terms, you must notify the Clinic in writing and cease further treatment immediately.
1.3 These Terms and Conditions are governed by the laws of England and are subject to the exclusive jurisdiction of the English courts.
1.4 Goodwill Refunds & Financial Processing: Any refund issued by Bodytonic Clinic Limited is processed solely as a gesture of goodwill and does not constitute an admission of fault or legal liability. Once a refund is initiated by the Clinic, standard third-party banking clearing times (typically 3 to 5 business days) apply and remain outside our direct operational control.

2. REGISTERED PATIENT INFORMED CONSENT

2.1 Upon providing personal details for a booking, a person becomes a Patient of the Clinic.
2.2 Acceptance as a Patient & Booking Governance: We reserve the right to decline, cancel, or restrict any booking where it would be clinically inappropriate, unsafe, or inconsistent with our administrative and operational policies. Furthermore, Bodytonic Clinic reserves the right to restrict online booking access, refuse service, or terminate care for any individual who fails to comply with administrative protocols, exhibits combative or hostile behavior toward staff, or attempts to bypass booking requirements.
2.3 Patients must be 18 years or older, or aged 16-17 with written consent from a parent or legal guardian. Patients under 16 may only be treated with written parental or legal guardian consent and appropriate clinical discretion.
2.4 By becoming a Patient, you agree to the following Informed Consent terms:

I hereby request and consent to treatment by any fully qualified practitioner or therapist working in your clinics. I understand that I will undertake a medical consultation prior to treatment and will provide accurate and complete information about my health. I can ask the practitioner or therapist to stop treatment and explain anything they say or do at any time during the appointment. I acknowledge and agree that the Clinic utilises secure AI documentation software (Zenoti, Heidi Health and other vetted processors) to assist practitioners in drafting accurate clinical notes. I understand that this software acts strictly as an administrative note-taking tool, does not make clinical decisions or diagnoses, and that my practitioner takes sole professional responsibility for the final medical record. I retain the absolute right to opt out or request that this software be paused or disabled at any point during my appointment, without any impact on my care.

I understand the practitioner or therapist needs to see the area causing problems and any related areas. I (or those under 16 whom I am legally responsible for) may be asked to undress to underwear for treatment. If uncomfortable undressing, I will discuss this with the practitioner. I understand that results are not guaranteed and it may take several treatments to relieve symptoms.

I understand that significant side effects are rare. I may feel uncomfortable (achy and sore) for the first 24 hours after treatment and that old symptoms may temporarily reappear as my body adjusts. I further acknowledge that localised clinical interventions may, in rare instances, result in transient sensory changes, temporary heightened sensitivity, or a systemic physiological response. I understand these are typically reactive phases of the body’s recovery process. I will contact the practitioner or therapist if I have concerns.

I do not expect the practitioner or therapist to anticipate and explain all risks and complications. They will use their professional judgement to provide the most appropriate treatment based on the information available at the time. I acknowledge that while practitioners utilise clinical data and specialised equipment to target specific tissues, individual anatomical variations mean that depths and focal zones are clinical estimates. I accept that treatment effects may be perceived in tissues adjacent to the primary target area due to these natural variations. This consent covers the entire course of treatment for my current episode of care. I acknowledge that if I seek treatment for a new condition, or if a significantly different treatment modality is proposed, a clinical re-assessment and specific risk disclosure will be required before proceeding. I understand this is necessary to ensure the ongoing safety and appropriateness of my care. I can withdraw my consent at any time.

In-Clinic Privacy & Trespass Policy: I acknowledge that Bodytonic Clinic is a private healthcare facility with a strict zero-tolerance media policy. I agree that no video recording, audio recording, photography, or live-streaming via any device is permitted on Clinic premises without express written management consent. I understand that unauthorised recording violates UK GDPR privacy laws, invalidates my consent to care, and will result in the immediate termination of my appointment. Any individual who refuses to cease recording or leave the premises when requested will have their access revoked and will be treated as a trespasser.

Osteopathy, Physiotherapy, Chiropractic & Shockwave: The practitioner will use a range of techniques during treatment. Some techniques may have adverse effects on certain patients with specific medical conditions. The practitioner will conduct a thorough case history and examination to determine appropriate techniques.

Massage & Holistic Treatments: The practitioner or therapist does not diagnose illness, disease, or any other physical or mental disorders, nor do they prescribe pharmaceutical medications or perform spinal manipulations.

Beauty & Waxing Treatments: Some redness, minor irritation, or heat sensitivity may occur for up to 24 hours after treatment. For facial and eye-area treatments, clients must keep their eyes fully closed throughout application until instructed by the practitioner. Please contact the clinic immediately if you experience persistent discomfort.

3. PRIVACY POLICY

Data Controller – Sheena Spencer (Bodytonic Clinic) Privacy policy

Registered with the Information Commissioner’s Office

Information Held

The following information is collected: Patient name, address, date of birth, email address, phone numbers, GP details, past medical history, family medical history and case history for treatment carried out at clinic. Video and audio footage from the smart doorbell is typically retained for a maximum of 30 days before being automatically deleted. However, in the event of a security incident, legal claim, or to ensure the safety of our team and patients, relevant footage may be retained for a longer period as evidence until the matter is fully resolved.
CCTV operates in public reception and communal areas only for security purposes and is subject to automated rolling overwrite cycles (typically 24 to 48 hours). In accordance with data privacy regulations, no CCTV recording takes place inside private treatment rooms.
All information is given by the patient or their carer, parent or legal guardian.

Data Collected

Information collected is sufficient for the purpose of making informed clinical decisions.
Data is collected verbally on the phone or electronically to book appointments and take contact details.
Medical information is collected by osteopaths, physiotherapists, chiropractors, Foot Health Professionals and members of the team verbally at a face to face or virtual appointment. Patient contact details and appointments are stored using a computer and/or manually.
Patient clinical records are electronic.

Clinical Review

Clinical Review & Safety Audit: In the event that a patient reports a significant change in their condition following a session, or seeks external medical intervention, the Patient agrees to provide Bodytonic Clinic with relevant medical summaries upon request. This is essential for our internal safety audits and to ensure the ongoing suitability of the treatment plan.

Data Storage

We use several software services at the clinic to provide patients and clients with the best service. Third party software providers are listed in our Privacy Policy.
Cliniko and Zenoti are the main provider from both appointment bookings and treatment notes taking and they are GDPR compliant.
Bodytonic Clinic is the data controller for all clinical records generated during the course of treatment, in accordance with UK GDPR and applicable medical record retention requirements.
Data Disposal (minimum 8 years, 25 years of age for children)
Registration form via paper form are stored securely at Bodytonic Clinic and are destroyed after 4 years as electronic copies are stored.
Registration forms are destroyed by confidential recycling via FIRST MILE.
Records cannot be deleted before statutory requirements for data retention – 8 years or up to 25 years of age for children. Electronic records are deleted from the system after 8 years or 25 years of age for children.
If you request deletion of your data, this will be carried out once the statutory retention period has ended, in compliance with legal medical requirements.
Video and audio footage from the smart doorbell is typically retained for a maximum of 30 days before being automatically deleted. However, we reserve the right to retain footage for a longer period if required to investigate a security incident, protect our team from misconduct, or for legal and insurance purposes.

AI & Automated Processing (Communications & Clinical Notes)

In-Clinic Consultation Notes (Zenoti, Heidi Health and others): To maximise face-to-face patient care, our practitioners use Zenoti, Heidi Health and maybe others to assist with clinical note-taking during treatments. The application processes consultation audio in real-time to generate structured draft notes.
- Data Retention: Raw audio recordings are processed instantly and deleted after transcription; no audio files are permanently stored. The temporary text transcripts generated by the AI are accessible by your practitioner and are permanently deleted from the relevant system. Your data is strictly protected under UK GDPR standards and is never used to train third-party AI models.
- Opt-Out: You have the absolute right to object or opt out of this processing at any point before or during your consultation.
Communications Processing (Hyperconnect): We use Hyperconnect’s AI technology to assist with the administration, transcription, and service quality analysis of our clinic’s inbound/outbound phone calls, emails, and SMS messages.
- Data Minimisation & Retention: These communication systems are configured to automatically redact sensitive financial information and government IDs from transcripts. AI-processed call recordings, email summaries, and message transcripts are typically retained for a minimum of 6 months before being archived or deleted.
- Opt-Out: You have the right to request that call recording be paused or disabled at any time during a telephone interaction.

Consent

Patient data is processed for essential operational purposes (including but not limited to appointment reminder emails and text messages, invoices, and feedback requests) under the lawful bases of contract fulfilment and legitimate interest.
We only send promotional marketing (including but not limited to birthday vouchers, newsletters, offers, and discounts) if you have actively opted in using our dedicated marketing tick box. You can opt out of marketing communications at any time without it affecting your clinical care or operational reminders.
We check patients still want to receive communications on a regular basis by requesting you to update the registration form.
We process your data using the lawful basis of consent for marketing, and fulfilment of contract and legitimate interest for processing your medical record and sending you health information and exercises relating to your condition.
Your medical record is processed as Special Category Data under Article 9 2(h) of the GDPR. Parents or legal guardian must give consent for communication with children under 16 years.

Data Sharing & Disclosure

Consent to Routine Clinical, Administrative & Insurance Sharing:

By becoming a Patient and agreeing to these Terms and Conditions, you provide explicit consent for Bodytonic Clinic to share relevant clinical, administrative, and financial information with other healthcare professionals involved in your care, as well as your private health insurance provider or cash plan scheme. This includes, but is not limited to:

Sharing referral letters, treatment summaries, or imaging requests with your GP or specialist consultants.
Submitting invoices, processing direct-billing claims, and verifying policy excesses or shortfalls.
Verifying appointment dates, times, attendance, treatment modalities, and the specific professional credentials of the treating practitioner.
Cooperating fully with standard insurance provider audits, routine claim verifications, and investigations to ensure billing integrity and prevent fraud.

Withdrawal of Consent: Patients may opt-out or withdraw this specific consent for routine sharing at any time by notifying the Clinic in writing. However, the Patient acknowledges that withholding such information from a GP or primary care provider may limit the Clinic’s ability to provide a full and safe treatment plan.

Data Ownership: All clinical records, including treatment notes, intake forms, and imaging reports stored within our systems, remain the property of Bodytonic Clinic Limited. We reserve the right to disclose records to third parties (such as solicitors or insurers) only when provided with evidence of the Patient’s consent or where legally compelled to do so.

Data Checks

Every year we check all active patient data is correct with a data audit
Every 6-12 months you are required to update your patient registration form to ensure the data is correct

Security

Access to paper records is restricted to practitioners and admin team who have signed a confidentiality and processor confidentiality agreement.
All electronic data is password protected and access to information can be restricted. Systems are kept updated and security systems are in place and updated.
Passwords are changed regularly and access to websites are via 2 step verification.
Data breaches will be detected by observing signs of unauthorised entry to storage areas, monitoring communications or becoming aware of a security breach (e.g. a virus or unauthorised log on or change to permissions) on the computer system. Data breaches will be investigated and reported to the Information
Commissioner’s Office within 72 hours by the appointed person. Patient’s will be informed if we believe a data breach has occurred.
Patients may contact the Information Commissioner’s Office if they believe a data breach has occurred. Information Commissioner’s Office: 0303 123 1113

Subject Access Requests

Subject access requests must be responded to within a month and no charge can be made.
Data is only released upon receipt of a completed and signed Data Disclosure Request form. We aim to release treatment notes within 10 working days of receiving the completed form, though we reserve the right to take up to the statutory maximum of one calendar month. No charge will be made for this request.
Requests for Minors: For patients under the age of 18, all Subject Access
Requests or Data Disclosure Request Forms must be completed and signed by a Parent or Legal Guardian on the patient’s behalf.

Patient Rights

Patient’s and anyone we hold data about have some rights under GDPR: You can request to: see your data at any time, move your data to another practice, correct any inaccuracies, prevent marketing. You may request for details to be deleted but due to our legal obligation we cannot delete your health record but we can remove you from our contact list.

Complaints

Patients or the team may raise any complaints about data processing with our Data Controller who may be contacted at 0203 6060 490 or via
contact form.
You may also contact the Information Commissioner’s Office Directly on: 0303 123 1113

4. CLINIC OPENING TIMES

Treatment times vary and are published at the Clinic or on bodytonicclinic.co.uk.

5. PAYMENT TERMS

5.1 Treatment fees are available at bodytonicclinic.co.uk or from the Clinic.
5.2 Payments are required after treatment unless prepaid. Some appointments may require prepayment or a non refundable deposit, which can be applied your treatment.
5.3 You can cancel courses or gift cards within 14 days if unused.
5.4 Courses and gift cards are non-refundable after 14 days and valid for specified durations.
5.5 Courses and Gift cards are sent electronically.
5.6 Courses are discounted, non-transferable, and non-refundable.
5.7 A 24-hour notice is required for cancellations or rescheduling to avoid full fee charges.
5.8 Gift Cards can be used at any Bodytonic Clinic location.
5.9 Promotional Discounts: Online discounts (including the ‘WELCOME’ code) apply to the standard base rate of treatments only. The £5 Weekend Supplement is a fixed fee and is not subject to percentage-based discounts.
5.10 Weekend Supplement: All individual appointments scheduled on a Saturday are subject to a £5 Weekend Supplement. This is a fixed convenience fee for peak-time access. Crucially, this supplement does not apply to treatments redeemed as part of a pre-paid healthcare course or package.
5.11 Online & Manual Booking Fees: All appointments are subject to the fees displayed during the booking process or quoted via email/phone.
5.12 Mandatory Prepayment & Right to Refuse: We may require prepayment for appointments where a patient has a history of non-attendance, late cancellation, or repeated failure to comply with booking policies. This decision will be applied fairly and at the discretion of Bodytonic Clinic based on objective booking history.
In these instances, Bodytonic Clinic reserves the right to refuse treatment or future bookings until full payment is received.
5.13 Chargeback Protection: By authorising payment, you agree if a chargeback is initiated without first raising the issue through our complaints procedure, and the chargeback is found to be unfounded, we reserve the right to recover any reasonable administrative or banking costs incurred.
5.14 Administrative Fee for Unfounded Disputes: In the event that a Patient initiates a “chargeback” via their bank for a validly processed fee (such as a late cancellation fee or insurance shortfall), and the bank subsequently finds the charge to be legitimate, Bodytonic Clinic reserves the right to charge an additional £25 administrative fee to cover the costs of defending the dispute and associated banking levies.
5.15 Influencer Collaborations, Gifting & Social Media: Bodytonic Clinic does not offer gifted treatments, free sessions, or discounted rates in exchange for social media content, reviews, influencer marketing, or endorsements across any platform (including TikTok, Instagram, YouTube, Meta, or personal blogs). All treatments are provided strictly on a full-fee clinical basis.

6. BOOKINGS, CANCELLATIONS, LATE NOTICE POLICY & CARD ON FILE

6.1 Bookings can be made or rescheduled online or via mobile app.
6.2 A 24-hour notice is required for cancellations or rescheduling.
6.3 Deposits: Certain treatments and conditions require a non-refundable deposit at the time of booking to secure your appointment. If you need to reschedule, your deposit can be transferred to your new booking, provided you give us more than 24 hours’ notice.
6.4 Late Notice & No-Shows: Failure to provide 24 hours’ notice or failure to attend (“No Show”) will result in a fee of 100% of the appointment cost. In these instances, your non-refundable deposit will be forfeited, and the remaining balance of the appointment cost will be automatically charged to your card on file. For insurance patients, late notice fees will be charged to the Patient at the clinic’s standard private rate.
6.5 Card on File & Mandatory Registration: To secure any booking-including complimentary consultations, free video calls, and health insurance-funded sessions-a valid payment card must be registered on file. System bookings cannot be processed without a card on file. By providing these details, you authorise Bodytonic Clinic to securely store your information (PCI DSS compliant) and to charge the card for:

(e) Direct Liability: While we may bill your insurer as a courtesy, the Patient remains primarily liable for the full cost of all treatments. If your insurance provider denies a claim for any reason-including but not limited to policy exhaustion, lack of GP referral, or non-covered conditions-the full private rate becomes immediately payable by the Patient via the card on file.
(f) Insurance Pre-Verification & Specialised Services: While patients may book standard insurance appointments using an authorisation code, Bodytonic Clinic reserves the right to require administrative pre-verification of coverage prior to confirming specialised treatments (such as Focused Shockwave Therapy), high-value procedures, or multi-treatment schedules. An insurance authorisation code does not guarantee a reserved appointment until any requested verification is approved by our administrative team.
(g) Prohibition of Placeholder / Slot-Flipping Bookings: Patients may not reserve self-pay or private appointments as temporary placeholders with the intention of converting them to health insurance claims at a later date. Any appointment reserved as self-pay will remain subject to full self-pay rates unless written insurance approval has been verified by our admin team at least 24 hours prior to the appointment.
(h) Pre-Authorisation: We reserve the right to perform a “pre-authorisation” check on the card on file. This is a temporary hold of £0.10 to £1.00 (not a charge) to verify the card is active and valid for future insurance shortfall recovery.
(i) Invoice and Code Integrity: Bodytonic Clinic strictly adheres to the billing regulations and clinical coding standards set out by UK private health insurance providers. Under no circumstances will the Clinic alter an invoice description, treatment modality name, date, or practitioner details to misrepresent the services received. Invoices will always accurately match the clinical records and the specific clinical intervention delivered (e.g., Massage Therapy or Shockwave Therapy cannot be billed, altered, or described as a standard Physiotherapy, Osteopathy or Chiropractic appointment). Furthermore, the Clinic will not split single treatment sessions into multiple invoices across different dates to bypass insurer daily caps, nor will retail products, equipment, or supplements be bundled into or itemised as clinical treatment fees.

6.6 Appointment time includes consultation, undressing, treatment, and payment.
6.7 Multi-Service Bookings: To ensure clinic availability and protect against non-attendance, all bookings consisting of more than one service require full prepayment to secure your time slots.
6.8 Failure to Secure Booking: Following a multi-service booking, a payment request may be sent via email. Failure to complete this payment within 24 hours will result in the immediate release of your appointments. Bodytonic Clinic reserves the right to refuse future bookings to any individual who fails to secure their appointments via requested prepayment.
6.9 Continuous Payment Authority (CPA): By providing your card details and agreeing to these Terms, you grant Bodytonic Clinic a Continuous Payment Authority. This allows us to securely process payments for (i) session fees, (ii) insurance shortfalls or excesses, and (iii) late cancellation fees as defined in these Terms. This authority remains in place until you notify us in writing to remove the card, provided no balance remains outstanding.

7. SAFETY & HYGIENE

7.1 For safety and hygiene, no pets or animals are allowed inside the Clinic. The only exception is for officially registered service animals (e.g., guide dogs), which are permitted provided they are clearly identifiable and remain under the control of their handler at all times.
7.2 Children attending the Clinic must be accompanied and supervised at all times by a parent, legal guardian, or responsible adult (aged 18 or over). Children must not be left unattended anywhere on the Clinic premises.
7.3 The Clinic does not accept responsibility or liability for any injury, accident, loss, or damage suffered by a child where this results from a failure of the parent, guardian, or responsible adult to provide appropriate supervision.
7.4 Administrative Refusal: We reserve the right to refuse treatment or cancel future appointments for any patient who fails to comply with our prepayment policies (as per Section 5.12 and 6.7).
7.5 In-Clinic Recording, Photography & Smart Technology: To ensure strict patient confidentiality and privacy (UK GDPR), no unauthorised video recording, audio recording, photography, or live-streaming is permitted anywhere on Clinic premises. This prohibition applies to all devices, including mobile phones, cameras, and wearable recording tech (such as Meta glasses or smart eyewear). Recording consultations or treatments without express written management authorisation is strictly prohibited.

8. GENERAL AND PERSONAL BELONGINGS

8.1 You must notify Bodytonic of any changes to your contact details.
8.2 Patients are responsible for informing the practitioner of any changes to their physical baseline, new pain patterns, or medications prescribed by third parties prior to each session. Bodytonic Clinic reserves the right to defer treatment if a patient’s baseline is deemed clinically unstable or in an overly acute phase.
8.3 By providing an email and mobile number, you consent to receiving communications via email.
8.4 Patients must comply with Bodytonic guidelines and directions.
8.5 Marketing and educational materials remain the property of Bodytonic.
8.6 Patients are responsible for their own personal belongings while at the Clinic. Bodytonic Clinic does not accept liability for loss, theft, or damage to any items brought onto the premises.
8.7 Valuables, including but not limited to wallets, mobile phones, jewellery, and electronics, should be kept with you at all times or stored securely where available, at your own risk.
8.8 By attending the Clinic, you acknowledge and accept that Bodytonic Clinic is not responsible for any personal belongings left unattended.

9. INTELLECTUAL PROPERTY

Bodytonic Clinic, the Bodytonic Clinic^® trademark, graphics, photos & site content are the property of Bodytonic Clinic^® and protected by law. Permission must be gained before you are allowed to use, make or distribute. All rights are reserved.

10. MEMBERSHIP, PAYMENTS & CARD SECURITY

10.1 Membership Fees: Rolling memberships involve automatic monthly charges to your credit or debit card. No long-term contracts are required; you can cancel your membership at any time with one month’s notice or 48 hours before your next billing date (whichever is earlier) directly through your online client portal or by submitting a cancelation request in writing.
10.2 Benefits: Membership benefits may vary. Contact our team for the latest offers. Benefits are subject to change.
10.3 Payment Security & Card on File: Your card details are securely stored in compliance with PCI DSS standards and are not accessible to our team. A card is required on file for all bookings to secure your appointment time. For insurance patients, this card will be used to settle any policy excesses, shortfalls, or fees not cleared by your provider. Payment is required in advance for treatments. Treatments are non-transferable and non-redeemable for cash.

(a) Data Security & Tokenisation: We use “Tokenisation” technology to handle card data. Your full 16-digit card number and CVV are never stored on Bodytonic Clinic’s local devices or servers. Data is held by our PCI DSS Level 1 compliant payment partners (e.g., Zenoti, Square, Stripe etc.), ensuring your financial information meets the highest global security standards.

10.4 Membership Money Back Guarantee: You can cancel your 1st payment within 14 days for a full refund per Consumer Contracts Regulations 2013. If you start your membership or treatment immediately, you’ll receive a refund minus the cost of used services if cancelled within 14 days.
10.5 Membership Renewal Terms: Membership will automatically cancel after 24 months unless otherwise requested. Rejoining may not be possible if the membership is no longer available.
10.6 Late Notice Policy: A 24-hour notice is required for cancellations or appointment changes. Failure to comply or non-attendance will result in a full fee charge or deposit. This applies to all bookings, including those funded by private health insurance.
10.7 Card Payment Authorisation: By submitting a booking, you authorise Bodytonic Clinic to charge your card for agreed purchases, including applicable late notice fees and insurance shortfalls. Card details will be securely stored per PCI DSS standards. For insurance shortfalls, Bodytonic Clinic will automatically process payments for balances up to £150 via the card on file, subject to the 5-business-day notification and review process outlined in Section 6.5(d). For any balance exceeding this amount, we will contact you to confirm the payment or discuss a payment plan before the charge is processed. You can request removal of your card details from our system at any time, provided no balance or treatment is outstanding.
10.8 Agreement Confirmation: By submitting a booking, you agree to the Informed Consent and registration terms available on our website, as well as Bodytonic Clinic’s Late Notice Policy, Card Payment Policy, Privacy Policy, Membership Terms, and Terms & Conditions. Calls and entry-point interactions (via smart doorbell) may be recorded for quality, training, and AI-assisted service improvement purposes. Patients may interact with automated systems where applicable.
10.9 Evidence of Notification: For the purposes of insurance shortfall collection, a notification sent to the email address or mobile number provided by the Patient is deemed “received” 24 hours after being sent. It is the Patient’s responsibility to check their “Spam” or “Junk” folders; failure to read the notification does not invalidate our right to process the payment on the 6th business day.

11. COURSES TERMS AND CONDITIONS

11.1 Cancellation: You have 14 days to cancel your course, provided the credit hasn’t been redeemed for a treatment. Payments for treatments and treatment Courses are non-refundable after the initial 14 days from purchase.
11.2 Validity: Courses are valid for six months from the date of purchase. If we cannot provide a suitable appointment, we may, at our discretion, extend the expiry date. Courses are discounted, non-transferable, and non-refundable.
11.3 Discounts: Courses discounted are for six treatments cannot be combined with other offers or promotions, except for ‘Birthday Discount’ and ‘Refer a Friend Discount’.
11.4 Points Exclusion: Certain treatments do not qualify for points, including those covered by insurance, courses, external partner treatments (e.g., Treatwell), and third-party covered treatments.
11.5 Refund Exclusion: Dissatisfaction with a treatment outcome does not constitute grounds for a refund where the treatment was delivered in accordance with professional standards and the protocols agreed upon at the time of consent.
11.6 Saturday Bookings & Courses: Treatments redeemed from a pre-paid course or are exempt from the £5 Weekend Supplement. This ensures that course holders receive the best possible value for weekend care.

12. LOYALTY AND REWARDS TERMS AND CONDITIONS

Loyalty and Rewards Terms and Conditions

Eligibility and Membership
- The Bodytonic Clinic Loyalty Scheme (“Loyalty Rewards”) is open to individuals aged 16 years or older.
- Team members of Bodytonic Clinic and their immediate family members (spouse, parents, children) are not eligible to participate in the loyalty scheme.
- To become a member of the Loyalty Rewards program, you must create or already have an account with Bodytonic Clinic. Each individual may only hold one loyalty account.
- Loyalty accounts are non-transferable.
Earning Points
- The loyalty scheme began on 1st December 2023.
- Earn 1 point for every £1 spent on treatments (unless otherwise excluded).
  Example: A £45 treatment earns you 45 points.
- Earn an extra 100 points if you rebook your next appointment on the same day after your treatment.
- Earn 1 point for every £1 spent on products.
Points Exclusions
- Loyalty points cannot be earned on purchases made using gift cards or vouchers.
- Points cannot be earned when purchasing insurance, membership, courses, or some discounted items, or when using points in conjunction with other promotions or discounts (unless explicitly stated).
- Only treatments and products that are booked and paid for are eligible for loyalty points.
Appointment-Related Points
- Earn 100 points for booking a new appointment on the same day as your last treatment.
Referral Points
- Refer a new patient and earn 100 points, plus a £10 Refer a Friend bonus, provided the referral completes a chargeable treatment. Example: A chargeable treatment is any service that is fully paid for, excluding those covered by insurance or promotional discounts.
Bonus Points Promotions
- Earn additional points during special promotional periods. Examples of Bonus Points Promotions:
- Rebook your next treatment at the end of your appointment and earn 100 extra points.
- Provide feedback via the app after your appointment and earn points.
  Refer a guest to the clinic and earn bonus points for your referral.
- Disclaimer: These promotions may not always be running, so please check before participating.
Redemption Guidelines
- Points can only be redeemed towards treatments and products and not memberships, courses, discounted treatments or insurance appointments and excesses.
- A minimum of 1,000 points (£10) must be redeemed per visit.
- The maximum redemption allowed per visit is 10,000 points (£100).
- Points can only be redeemed by the account holder and are non-transferable.
- Points cannot be used to pay for insurance appointments or insurance excesses.
Account Maintenance
- Members are responsible for keeping their account information, including contact details, up to date.
Fraud Prevention
- Bodytonic Clinic reserves the right to terminate or suspend a membership account at any time without prior notice. Also if there is a violation of these terms and conditions or suspected fraudulent activity. Examples of fraudulent activity include but are not limited to: earning points through manipulation, using points fraudulently, or attempting to redeem points for services not paid for.
Points Validity
- Points are valid for 12 months from the date they are earned and will expire if not redeemed within this period.
- Points are non-transferable between accounts.
Reward Disclaimer
- Rewards have no monetary value, are non-refundable, and cannot be exchanged for cash.
Scheme Termination or Modification
- Bodytonic Clinic reserves the right to modify or terminate the loyalty scheme at any time.
Technical Issues
- Bodytonic Clinic is not responsible for technical malfunctions, interruptions, or errors related to the loyalty scheme. Members are encouraged to report any issues promptly to our customer support team to resolve any technical difficulties.

13. PATIENT CONDUCT & CLINIC SAFETY

13.1 Bodytonic Clinic is committed to providing a safe, professional environment. We maintain a zero-tolerance policy toward any behavior that is aggressive, threatening, offensive, or disruptive to our team or other patients.
13.2 We reserve the right to refuse or terminate an appointment immediately and/or refuse future care to any individual who violates this policy.
13.3 If an appointment is refused or terminated due to patient misconduct, the 24-hour late notice fee (100% of the appointment cost) will apply as per Section 6.3.
13.4 Our practitioners’ well-being is paramount; if a practitioner feels unsafe or unable to continue due to a patient’s behavior, the clinic will uphold the decision to cease treatment immediately.
13.5 For the safety and security of our clinics, the entrance is monitored by a smart doorbell that records video and audio. By visiting the clinic, you acknowledge that your image and voice may be recorded for security and crime prevention purposes. Footage is usually deleted after 30 days but may be retained longer if required to investigate an incident, protect our team, or for legal and insurance purposes.
13.6 Complaints Escalation: Formal complaints must be submitted in writing within 14 days of the incident. The Clinic will conduct an internal review within 28 days. No refunds or settlements will be considered without a full clinical review, which may require the Patient to provide external medical summaries (e.g., GP or A&E notes) as per our Clinical Review & Safety Audit policy.
13.7 Zero Tolerance Policy: bodytonic clinic operates a zero-tolerance policy regarding physical or verbal abuse, threats, shouting, arguing, or any disruptive behavior (including appearing under the influence of drugs or alcohol).
13.8 Right to Refuse: We reserve the right to refuse or terminate treatment where a patient’s conduct is unsafe, inappropriate, or breaches these Terms, provided such action is reasonable and proportionate, deemed inappropriate, aggressive, or unsafe by our team.
13.9 Termination Fees: In instances where an appointment is terminated or refused due to a breach of this conduct policy, the full cost of the treatment remains payable and refunds will not normally be provided where cancellation occurs outside our policy, unless required by law.
13.10 Unauthorised Media & Filming Misconduct: Breach of Section 7.5 regarding unauthorised recording, filming, or live-streaming via any device (including smart glasses) constitutes a material breach of clinic policy. Bodytonic Clinic reserves the right to terminate the appointment immediately, require the deletion of any captured footage, and refuse future care to any individual violating these privacy rules.
13.11 Revocation of Access & Trespass: Any individual who engages in unauthorised filming, photography, audio recording, or use of wearable recording technology on Clinic premises, and who fails to immediately cease recording or leave the premises upon request by Clinic staff, shall be deemed a trespasser. Bodytonic Clinic reserves the right to immediately terminate treatment, require the individual to vacate the premises, involve security or law enforcement, and seek legal remedies where necessary.

14. LIMITATION OF LIABILITY

14.1 Nothing in these Terms and Conditions shall limit or exclude Bodytonic Clinic Limited’s liability for death or personal injury caused by our negligence, or the negligence of our practitioners, employees, or agents.
14.2 Indirect Loss Exclusion: Subject always to clause 14.1, Bodytonic Clinic Limited shall not be liable to the Patient, whether in contract, tort (including negligence), or breach of statutory duty, for any indirect, incidental, or consequential loss arising out of or in connection with the services provided. This includes, but is not limited to:

Loss of anticipated earnings, profit, or business opportunity;
Claims for emotional distress or anxiety not amounting to a recognised psychiatric injury flowing from physical negligence;
The cost of alternative or restorative medical care sought from third parties where such costs were not reasonably incurred.

14.3 Liability Cap: Subject always to clause 14.1, our total aggregate liability to any Patient for all other losses arising under or in connection with any treatment or service shall be limited to a sum that is reasonable and proportionate in the circumstances, and in any event shall not exclude or restrict any liability which cannot lawfully be limited under the Consumer Rights Act 2015.
14.4 No Reliance: The Patient acknowledges that they have not relied upon any representation, statement, or guarantee regarding treatment outcomes that is not expressly set out in these written Terms and Conditions.