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.
• Confirmed Booking: A Session that has been entered into our booking system and confirmed to you, whether booked online by you or booked by a clinician or member of staff at your request. A Confirmed Booking may be prepaid, pay-per-session, insurance-funded or unpaid at the time of booking.
• 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. When our contract with you starts

A contract for an individual Session is formed when that Session becomes a Confirmed Booking. A Confirmed Booking is binding whether or not payment has already been collected, unless we expressly state before confirmation that the booking is conditional upon payment. The Terms in force when a Confirmed Booking is made apply to that booking, subject to any changes required by law or expressly agreed with you.

5. Booking and managing appointments 

5.1 Booking Methods & Confirmation: We operate strictly by appointment and do not accept walk-in clients. Appointments may be booked online or, where available, by an authorised One Body LDN clinician or member of staff at your request. Once an appointment has been confirmed in our booking system, it is a Confirmed Booking and is subject to these Terms, including the cancellation and non-attendance provisions in Section 7.

5.2 Booking Confirmation & Records: A Confirmed Booking is binding once confirmed, subject to the cancellation and rescheduling provisions in Section 7. This applies whether the appointment is booked by you online or entered into our booking system by a clinician or member of staff at your request. Our booking system records, including the date and time of booking and any confirmation issued, will be used as evidence of the booking. A Confirmed Booking remains active unless it is cancelled or rescheduled in accordance with these Terms or cancelled by One Body LDN. Nothing in these Terms affects your statutory rights.

5.3 Valid Communication Channels: Cancellations, rescheduling requests and refund applications must be completed through your online Client Hub, booking platform or applicable official website form, unless One Body LDN expressly provides another authorised method. Email messages, automated replies, text messages sent to SMS alert channels, and social media direct messages are unmonitored for these operational purposes and do not constitute valid legal or operational notice.

5.4 Conditional or provisional bookings: A Confirmed Booking is not provisional or conditional upon your symptoms, circumstances or whether you later decide that treatment is still required. If you no longer require the appointment, you must cancel or reschedule it in accordance with Section 7.

6. Prices, session length and payments

6.1 Pricing: Session prices are shown or confirmed at the time of booking (in GBP unless stated). We may update prices from time to time; the price applicable and confirmed when the Confirmed Booking is made applies to that booking.

6.2 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.

6.3 Payment and prepayment: Prepayment may be required for certain appointment types. Other appointments may be confirmed without advance payment. Once an appointment has been confirmed, lack of prepayment does not by itself cancel, release or invalidate the booking. If payment is required and we decide to release an appointment because payment has not been received, we will cancel the appointment and notify you. Until we confirm that the appointment has been cancelled or released, a Confirmed Booking remains active and is subject to Section 7.

6.4 Payment Issues: If a payment is required and fails or is declined, we may cancel or release the appointment and will notify you if we do so. A failed or outstanding payment does not by itself cancel a Confirmed Booking. We are not responsible for delays caused by your bank or payment provider.

6.5 Accepted Payment Methods: We accept online payment by credit/debit card and secure payment links only. We do not accept cash or cheques under any circumstances.

6.6 Outstanding Insurance Balances: Unpaid insurance balances, excesses, or shortfalls must be settled via the secure payment link provided by SMS or through your Client Hub. This is the only accepted payment method for insurance-related balances.

6.7 Exclusions from Session Fees: Session fees cover direct clinical consultation, assessment, and hands-on treatment only. Formal written medical reports, GP letters, referral documentation, and legal summaries are not included in the standard session fee and will incur separate administrative charges.

6.8 Saved Card Details and Payment Authorisation: To manage bookings, cancellations, non-attendance charges, insurance shortfalls, excesses, and outstanding balances, clients may be required to save a valid payment card to their account. Card details are stored and processed securely by our accredited payment service provider; One Body LDN Ltd does not directly store full card numbers or security codes. By saving a card, you authorise us and our payment provider to charge the card for any fees, balances, insurance shortfalls, excesses or cancellation charges properly due under these Terms.

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

7.1 Rescheduling, Cancellations, and Refund Workflow

(a) You must cancel at least 24 hours prior to your appointment time via our online booking platform.

(b) Cancelling an appointment via the booking platform releases your time slot but does not automatically trigger a financial refund. For cancellations made with at least 24 hours’ notice, you must submit a separate request via our online Refund Request Form. Approved refunds are reviewed within 2–3 working days and returned to your original payment method in 5–10 business days.

(c) Cancelling within 24 hours or failing to attend (DNA) incurs a fee equal to 100% of the session cost. Cancelling and rebooking a session does not reset or bypass refund eligibility rules.

(d) This policy applies to all Confirmed Bookings, including appointments booked online, in clinic or by a clinician or member of staff at your request, and whether the appointment is prepaid, pay-per-session, insurance-funded or unpaid at the time of cancellation or non-attendance.

7.2 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.

7.3 Failure to attend (DNA)

If you do not attend your session, we will charge a fee equal to the full value of the session. Repeated missed or late‑cancelled appointments may lead to your account being suspended or future bookings being refused, in line with Section 20.

7.4 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.

7.5 Clinic-Initiated Cancellations and Operational Changes

We reserve the right to cancel, reschedule, or alter appointments due to clinician illness, facility closures, safety considerations, or technical failures. To the fullest extent permitted by law, One Body LDN Ltd is not liable for indirect or consequential losses (including travel costs or lost earnings) arising from necessary schedule changes.

8. Private Health Insurance (PHI) & Third-Party Funding

8.1 Authorisation Responsibilities: Patients using private health insurance must ensure valid membership details and an approved Authorisation Code are provided before treatment.

8.2 Missing Authorisation Codes & Backdating: If you attend an Insurance Session without valid approved authorisation on file, the session will be treated as self-funded and charged at the applicable self-pay rate for that service and appointment duration. Authorisation provided after a session has taken place cannot be applied retrospectively to that session, but may be used for future approved appointments.

8.3 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

8.4 Consent to Liaise with Insurers: By booking a session funded by private health insurance or a third party, you grant One Body LDN Ltd authorisation to contact your insurer, benefit provider, GP, or referring consultant directly. This includes requesting further authorised sessions, confirming cover details, and resolving billing queries.

8.5 No Retroactive Re-billing: Once a session has taken place, we will not issue a refund for a self-funded payment in order to re-process it as an insurance claim, nor will we convert billed insurance sessions to self-pay refunds.

8.6 Declined Claims & 24-Hour Resubmission Window: If an insurance claim is declined, you must supply updated, valid insurance details within 24 hours. If updated details are not received within 24 hours, or if the resubmitted claim is declined, the full session fee will be invoiced directly to you or charged to your saved card.

8.7 Insurance Excesses: Where an insurance excess applies, we bill this solely upon your insurer’s instruction and at the exact amount they specify. Queries regarding policy excesses must be directed to your insurer.

8.8 Solicitor, Medico-Legal, and Employer Claims: Where treatment is pre-funded or instructed by a solicitor, medico-legal agency, employer, or third-party funding provider:

(a) You remain personally liable for all fees in the event that the third party refuses, reduces, or withdraws funding, or if a legal claim is unsuccessful, discontinued, or delayed;

(b) Any services delivered outside the scope of third-party written authorisation will be invoiced directly to you at our applicable self-pay rate; and

(c) You authorise us to share relevant attendance dates, discharge summaries, and invoice details with the funding provider to administer the referral and secure payment.

9. 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

10. Who pays for your care (self‑funded, insurance, and third‑party payers)

• If you are self‑funded, you are responsible for all fees for your sessions.
• If an insurer, employer, or other third party agrees to fund your care, we will usually invoice them directly where we have their approval to do so.
• You remain responsible for any amounts they do not cover, including but not limited to policy excesses, co‑payments, shortfalls, sessions outside your authorised allowance, non‑covered treatments, and late‑cancelled or missed appointments.
• If a third party refuses, withdraws, or only partly pays funding for any reason, any outstanding balance becomes payable by you.

11. Clinical services, safety and your responsibilities

11.1 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.

11.2 Your responsibilities
You agree to:

• Provide accurate health information and disclose relevant medical history, symptoms, medications, and changes in your condition.
• Attend appointments on time and manage appointments, bookings, cancellations and rescheduling through the approved channels set out in these Terms.
• Follow reasonable clinical guidance and safety instructions given by your clinician.
• Treat clinicians, staff, and other clients respectfully and in line with our conduct rules.

11.3 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.

11.4 AI-Assisted Clinical Documentation

To maintain high clinical standards and maximize hands-on care, our clinicians may utilize UK-compliant, medical-grade AI transcription software to assist in drafting clinical notes, assessment summaries, and medical letters. You acknowledge that:

(a) AI documentation tools function solely as administrative drafting aids and do not make clinical diagnoses or treatment decisions;

(b) Audio recordings are processed securely in real time and are not retained after transcription; and

(c) Your qualified clinician retains full accountability for reviewing, editing, and approving all final clinical records.

12. Digital tools, remote consultations and non‑emergency care

• Sessions may be delivered face‑to‑face in clinic, by video, or by telephone where appropriate.
• Any exercise programmes, online resources, or digital tools we provide are intended to support — not replace — clinical judgement and in‑person care.
• Our services are not an emergency medical service. If you experience severe or rapidly worsening symptoms, new red‑flag symptoms (such as loss of bladder or bowel control, chest pain, or sudden weakness), or feel unsafe, you should contact 999, NHS 111, your GP, or another appropriate urgent service instead of relying on our clinic, website, or digital tools.

13. Service communications 

We may contact you by email, SMS, telephone, push notification, or via your Client Hub with service‑related messages necessary to support your care and account. These may include:

• Booking confirmations, reminders, and changes to your appointments
• Information about your private health insurance authorisations or remaining sessions
• Notifications about eligibility for any loyalty or service‑benefit programme we operate
• Important updates about clinic access, safety, or service changes

• Occasional satisfaction surveys or feedback requests to help us monitor and improve our services.

These messages are service communications, not marketing. You may opt out of non‑essential service updates by contacting us, but doing so may mean you miss reminders or information about benefits linked to your care. For information about how we use your contact details and your rights, please see our Privacy Policy.

14. Promotions, Discount Codes, and In-Clinic Rates

14.1 Discount Code Policy: Promotional codes must be entered at the time of checkout and cannot be applied retrospectively to an existing or completed booking. Unless the applicable promotion expressly states otherwise, each promotional code is limited to one redemption per eligible client and cannot be transferred to another person, combined with another promotional offer or exchanged for cash or credit. If a booking is cancelled, the code is treated as redeemed and cannot be reused or transferred to a replacement booking. Eligibility conditions stated with the applicable promotion, including any new-client-only restrictions, also apply.

14.2 In-Clinic Follow-Up and General Promotional Rates: Discretionary follow-up rates offered in-clinic apply strictly to bookings scheduled directly with clinic staff. If an in-clinic booking is subsequently cancelled, the promotional rate is forfeited. The initial charge will be refunded upon submission of a Refund Request Form, and any replacement booking made online will be charged at the standard online rate.

Any discretionary offers or rates are not our standard prices and do not create an ongoing entitlement to book future appointments at the same rate.

Discretionary rates and offers are subject to the following conditions:

• They apply only to the specific appointment, package, code or offer made available at the time of booking.
• They are personal to the client and cannot be transferred to another person.
• They cannot be exchanged for cash, converted into credit, combined with another offer, or applied retrospectively to an existing booking.
• They are not available through self‑service online booking unless explicitly stated.
• If an in‑clinic promotional booking is cancelled or rescheduled online, the promotional rate is forfeited. Where a prepaid in‑clinic booking is cancelled in accordance with our 24‑hour policy, the original payment will be refunded following submission of a Refund Request Form, and any new booking will be charged at the standard rate available at the time of rebooking.
• Availability of any promotional rate is subject to clinic, therapist and service availability, clinical suitability and our operational requirements.
• We may withdraw, amend, limit or refuse any promotional rate or code in cases of expiry, misuse, suspected fraud, or where applying the offer would be clinically unsuitable or inconsistent with the purpose of the promotion.

Our standard prices remain available on our website and/or booking system. Any discounted rate is a limited promotional benefit and should not be interpreted as our standard price for that service.

15. 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.

15.1 Client Banning & Legal Trespass Notice: We operate a zero-tolerance policy regarding abusive, aggressive, or unsafe behaviour. We reserve the right to terminate treatment and revoke clinic access. Clients issued a formal banning notice agree not to enter any premises operated by or partnered with One Body LDN Ltd. Continued attempts to enter clinic premises after being banned will be treated as civil trespass and reported to law enforcement.

16. 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.

17. Intellectual property and Copyright

17.1 Ownership of Website Content

Unless otherwise stated, all content published on www.onebodyldn.com—including text, graphics, logos, branding, design layout, images, videos, audio, downloadable materials, and written content—is owned by or licensed to One Body LDN Ltd and is protected under UK copyright law and applicable international intellectual property treaties. All rights are reserved.

17.2 Permitted Use

You are granted a limited, non-exclusive, non-transferable licence to view, download, and print pages from our website solely for your own personal, non-commercial use. You may share direct links to our website content.

If you quote or reference our content publicly, you must:

(a) Keep quotes concise and accurate without altering the original meaning;

(b) Clearly attribute One Body LDN Ltd as the source; and

(c) Include a direct hyperlink back to the original page on www.onebodyldn.com.

17.3 Prohibited Uses and Restrictions

Except as expressly permitted under Section 17.2, you must not, without our prior written consent:

(a) Copy, reproduce, republish, redeliver, frame, or redistribute any part of our website content or brand assets;

(b) Modify, adapt, translate, or create derivative works from our materials;

(c) Use any website content or branding for commercial, marketing, or promotional purposes;

(d) Upload, scrape, ingest, or feed our content into third-party databases, web crawlers, machine learning models, or artificial intelligence (AI) training datasets; or

(e) Use our business name, trademarks, or logos in any way that implies sponsorship, endorsement, or affiliation without written authorisation.

17.4 Third-Party Content

Our website may contain third-party intellectual property (such as stock imagery, embedded media, or software components). All third-party assets remain the property of their respective owners and are subject to their applicable terms.

17.5 Enforcement

Any unauthorised use of our intellectual property terminates your permission to use our website and may result in formal copyright takedown requests, account suspension, and legal action.

18. Feedback and Complaints

All client feedback and formal reports are logged and reviewed internally for clinical governance, quality assurance, and staff training purposes. We aim to investigate and respond to raised issues where appropriate; however, submitting general feedback does not automatically obligate One Body LDN Ltd to issue a direct personal response, alter clinical outcomes, or provide financial compensation. Formal clinical complaints are managed under our internal Clinical Governance framework.

19. 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

To the fullest extent permitted by law, One Body LDN is not liable for any loss or damage that is not reasonably foreseeable or that does not arise directly from our failure to exercise reasonable care and skill. 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.

20. 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. This includes, without limitation, repeated missed or late‑cancelled appointments and serious breaches of our conduct rules under Section 15.

21. 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.

22. 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.