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.

• The previous “free annual MOT” offer has been withdrawn and is no longer available for new bookings. This offer only applies where a client can provide clear written evidence that the offer applied to their specific booking at the time of purchase. Where eligibility is verified, any historic MOT benefit is subject to therapist availability, clinic availability, clinical suitability and One Body LDN’s current booking, cancellation and attendance policies. The benefit is personal to the original client only. It cannot be transferred, exchanged for cash, refunded, converted into another treatment, used by another person, or combined with any other offer unless agreed by One Body LDN in writing. One Body LDN reserves the right to decline any request where eligibility cannot be verified, where the request does not match the original offer terms, where the benefit has already been redeemed for the relevant period, or where providing the service would be clinically unsuitable or operationally unreasonable.

11.1. In-Clinic Rebooking Offers and Discounted In-Clinic Rates

From time to time, One Body LDN may offer selected clients a discounted appointment rate, loyalty rate, package rate, promotional code, or other benefit when booking directly in clinic, at reception, with a therapist, or through a member of the One Body LDN team.

These offers are discretionary promotional benefits. They are not our standard prices and do not create an ongoing entitlement to book future appointments at the same discounted rate.

Unless stated otherwise in writing by One Body LDN, all in-clinic discounted rates and rebooking offers are subject to the following conditions:

• The discounted rate applies only to the specific appointment, package, code or offer made available at the time of booking.
• The discounted rate is offered as an in-clinic or team-assisted benefit and is not available through online self-booking.
• The discounted rate is personal to the client and cannot be transferred to another person.
• The discounted rate cannot be exchanged for cash, converted into credit, combined with another offer, or applied retrospectively to a booking already made.
• The discounted rate does not become the client’s standard treatment price.
• The discounted rate does not guarantee the same rate for future appointments, cancelled appointments, rescheduled appointments or online bookings.
• Availability of any discounted rate is subject to clinic availability, therapist availability, service availability, clinical suitability and One Body LDN’s operational requirements.

If a client cancels or reschedules an appointment that was booked using an in-clinic discounted rate or promotional benefit, the discounted rate will not automatically carry over to the new appointment.

Where the cancellation or rescheduling is made at least 24 hours before the appointment time, no late-cancellation fee will normally be charged. However, the original in-clinic discount will expire when the discounted appointment is cancelled or rescheduled. Any replacement appointment must be booked at the price available at the time of rebooking, which may be our standard rate or any other offer then available.

Where the cancellation, rescheduling or non-attendance occurs within 24 hours of the appointment time, our standard late-cancellation, rescheduling and missed-appointment terms apply.

For the avoidance of doubt, cancelling within the permitted cancellation window avoids a late-cancellation charge. It does not preserve, extend, transfer or reactivate the original discounted rate.

One Body LDN may withdraw, amend, limit or refuse any in-clinic discounted rate, promotional code or rebooking benefit where:

• the offer has expired;
• the appointment has been cancelled or rescheduled;
• the offer has already been used;
• the client attempts to reuse the offer outside its stated terms;
• the client attempts to apply the offer to an online booking where it was not made available online;
• the offer was issued in error;
• misuse, abuse or fraud is suspected;
• the requested booking is clinically unsuitable or operationally unreasonable; or
• One Body LDN reasonably considers that applying the offer would be inconsistent with the purpose of the promotion.

One Body LDN’s standard prices remain available on our website and/or booking system. Any discounted in-clinic rate is a limited promotional benefit and should not be interpreted as One Body LDN’s standard price for that service.

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.