Terms & Conditions (One Body LDN Ltd)

1. Who we are

Company: One Body LDN Ltd
Website: www.onebodyldn.com

2. Definitions

• Client/You: the individual booking or attending services.
• Session: an appointment for physiotherapy, sports massage, osteopathy, acupuncture, or related services.
• Client Account / Client Hub: your online account used to manage bookings, forms, payments, and documents.
• Insurance Session: a Session intended to be funded by private health insurance, workplace benefits, or a third-party payer.
• Authorisation Code: an insurer-issued code confirming approval for funded sessions.

3. Using our website

You agree not to misuse our website, attempt unauthorised access, or use it for unlawful purposes. We may suspend access for security or policy reasons.

4. Booking and managing appointments (online account required)

All appointments must be managed via your TM3 Connect account and the client hub, including:

• booking
• completing required forms
• prepayments
• rescheduling and cancellations
• requesting receipts/invoices and submitting insurance information

We do not guarantee that appointment changes requested by phone, email, or social media will be actioned unless they are completed in your Client Hub.

5. Prices, session length and payments

5.1 Pricing

Session prices are shown at the time of booking (in GBP unless stated). We may update prices from time to time; the price you see at checkout applies to that booking.

5.2 Session length

Session length may vary depending on the session type and, where applicable, insurance funding rules. Where your insurer funds at a set fee/length, your appointment duration is dictated by that approved funding level.

5.3 Prepayments

Prepayment is required to secure appointments (including where applicable). This requirement is communicated in booking confirmations, emails and SMS reminders. If prepayment (or required insurance details) are not completed, we may cancel or release the booking.

5.4 Payment issues

If a payment fails or is declined, your booking may not be secured. We are not responsible for delays caused by your bank or payment provider.

6. Rescheduling, cancellations, lateness and missed appointments (DNA)

6.1 Rescheduling and cancellations

You must reschedule or cancel at least 24 hours before your appointment time using your online booking account.

• If you cancel or reschedule within 24 hours, you will be charged a fee equal to the full value of the session.

6.2 Lateness

If you arrive late, your session may be shortened to protect the next client’s booking, but the full fee remains payable.
If you arrive more than 10 minutes late without prior agreement, we may treat the appointment as a missed session (DNA) and charge in full.

6.3 Failure to attend (DNA)

If you do not attend your session, we will charge a fee equal to the full value of the session.

6.4 Insurance and missed/late-cancelled appointments

Most insurers do not fund missed or late-cancelled sessions. If your insurer does not cover a late cancellation or DNA, you are responsible for payment.

7. Private Health Insurance (PHI) and authorisation codes

7.1 Authorisation is your responsibility

If you are booking using private health insurance, workplace benefits, or a third-party payer, it is your responsibility to ensure we have the required membership details and valid Authorisation Code before you attend.

7.2 Attending without an Authorisation Code

If you attend an Insurance Session without a valid Authorisation Code approved and on file, the session will be treated as self-funded and will be charged at our full standard private rate.

7.3 Admin and eligibility

We can support the process once you submit the required information, but we are not responsible for:

• your insurer declining cover
• policy limits, exclusions, excess/co-pay amounts
• incomplete or incorrect information provided by you
• delays caused by your insurer or employer scheme

8. Cashback policies (non-direct billing)

If you are using cashback (rather than insurer-funded sessions):

• you book and pay as a self-funded client
• receipts are issued after your session has been completed
• if you require additional details on an invoice/receipt (e.g. address), you must submit them via your Client Hub

9. Clinical services, safety and your responsibilities

9.1 Clinical judgement

All treatments are provided based on clinical judgement and what is appropriate for your presentation on the day. We cannot guarantee specific outcomes, but we aim to provide high-quality, evidence-based care.

9.2 Your responsibilities

You agree to:

• provide accurate health information and disclose relevant medical history, symptoms, medications, and changes in your condition
• follow reasonable clinical guidance and safety instructions
• stop and inform your clinician if anything feels unsafe or unusual during treatment

9.3 Refusal of service

We may refuse or stop treatment where clinically inappropriate, unsafe, or where conduct breaches these Terms. Where a session is stopped for safety reasons, fees may still apply depending on circumstances.

10. Service communications (Body MOT, insurance & loyalty)

We may contact you with service-related messages to support your care and account, including reminders or updates about:
(a) your eligibility for, and invitations to book, our complimentary annual Body MOT (where offered and where you remain eligible),
(b) insurance authorisations and any remaining eligible/approved sessions under your policy, and/or
(c) your eligibility for any loyalty or service-benefit programme we operate.

These messages are service communications, not marketing. You may opt out of non-essential service updates by contacting us. Please note that opting out may result in missed reminders and may affect your access to certain service benefits (including the annual Body MOT where applicable).

11. Promotions, introductory offers and gift vouchers

• Promotions/intro offers are valid only under the terms stated at the time they are offered and may be limited to new clients unless stated otherwise.
• We may refuse promotions where misuse or fraud is suspected.
• Gift vouchers are redeemable only as stated at purchase and may be subject to expiry and non-transferability terms shown at purchase/receipt.

12. Conduct and clinic rules

To protect clients and staff:

• Respectful behaviour is required at all times. Harassing, threatening, discriminatory or inappropriate conduct is prohibited.
• Do not photograph or film staff or other clients without consent.
• We may refuse service, remove you from the premises, and/or suspend accounts where needed for safety or policy reasons.

13. Third-party facilities

Some appointments take place within third-party gyms, fitness centres or shared facilities. By attending there, you acknowledge:

• entry and use of the premises is at your own risk
• we and the host venue are not responsible for loss/theft/damage to personal property except where required by law
• you must follow on-site rules and act with reasonable care

Nothing in this section limits your statutory rights.

14. Intellectual property

All original website content is owned by One Body LDN or its licensors. You may not copy, reproduce or distribute it without written permission.

15. Feedback

If you provide feedback, you allow us to use it to improve services and for operational purposes. We will not publish identifiable feedback without permission unless it is already public (e.g. a public review platform).

16. Limitation of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under law.

To the fullest extent permitted by law, One Body LDN is not liable for losses arising from:

• failure to follow clinical advice or safety guidance
• outcomes influenced by factors outside our reasonable control

Where we are liable, our total liability is limited to the amount you paid for the relevant service, or £100 if no purchase has been made, to the fullest extent permitted by law.

17. Termination and account suspension

We may suspend or terminate accounts or refuse appointments if you breach these Terms, misuse services, behave inappropriately, or where fraud/unlawful activity is suspected.

18. Governing law and disputes

These Terms are governed by the laws of England and Wales.
If a dispute arises, you agree to attempt resolution with us first. If unresolved, the courts of England and Wales will have jurisdiction.

19. Changes to these Terms

We may update these Terms from time to time. Where changes are material, we will provide notice (e.g. website notice and/or email) where reasonably possible. Continued use of services after updates means you accept the updated Terms.