TERMS OF BUSINESS

TERMS OF BUSINESS

Last updated 15.01.2021
These terms as defined constitute the ‘Terms’ on which the Company (“we”, “us” or “our”) agrees to provide the Service detailed for the Customer (“you”, “your”) in the Purchase of use of our Services and Products.

 

  • ACCEPTING OUR TERMS OF BUSINESS.
    By asking us to provide you with any chiropractic services including but not limited to: chiropractic consultation, assessment, examination, radiographic imaging,  report of findings, clinical impression,  a care program, progress evaluations, reassessments, home care exercises and stretches, chiropractic adjustments and lifestyle advice.

    You are providing your informed agreement to these Terms of Business and to set out our terms for carrying out the work to clarify our respective responsibilities, agreement and understanding.  Please read the following agreements carefully. By agreeing electronically, you acknowledge that you have both read and understood all the text presented to you as part of the onboarding process.

 

  • WHO ARE WE ACTING FOR
    We are acting for you only. Where you would like us to act for anyone else such as a friend or family member we will issue separate terms of business to them.

 

  • PERIOD OF ENGAGEMENT
    This engagement will start from the moment you have signed your report of findings consent which these terms of business are a part of.

 

  • SCOPE OF SERVICES
    You will be given a report of findings and a sheet of paper which includes the number of appointments over what time frame, the services as well as the payment options.  We also document this. Any additional services that incur an additional fee will be explained prior to any appointments. If we agree to carry out additional services for you, we will provide you with a new or amended care plan during a reassessment.

 

  • YOUR OBLIGATIONS
    • To enable us to perform our obligations under these Terms, you agree to provide the information we reasonably require, including the completion of any forms, and in particular, you agree:
    • To perform any tasks that are part of the Services and respond to communications within a timely manner. Examples of tasks are acknowledging receipt of forms and completion prior to appointments and meetings. Acknowledgement of any tests, assessments, exams to be used by you as part of our services, reading, consenting to care recommendations and reports prior to any treatment given.
    • To attend any scheduled meetings, sessions or treatments. 
    • To be willing to comply with the process, and make a genuine attempt to improve. 
    • To inform us if anything changes in any current or historic injury or issue.
    • Where premises are under your control, to ensure that all premises visited by our staff and subcontractors are safe and accessible. 
    • We may remove our personnel from a location if it is reasonably deemed unsafe in our sole discretion, in which case you will be liable to us for any costs incurred as a result.
    • To take all other actions required of you to enable us to complete the service. Not to: interfere with any services and resell any goods provided to you as part of the Service. Any extra costs incurred by us due to breach of this clause will be charged to you
    • We will not be liable for any delay or non-performance where you have not performed any of your obligations.
  •  OUR OBLIGATIONS
    • We will consult with you on matters relating to the purchase order. Should one of the chiropractors assigned to perform the services not be available to take the session or consultation, we will provide you with a suitable alternative. If this is not possible we will agree to a suitable alternative service for your requirements.
    • We maintain adequate insurance cover with an insurance office of repute to cover our liability to you for any failure to fully or properly perform our duties under this agreement and shall produce a copy of the insurance policy for your inspection, on request.
    • The Services shall be deemed complete by the end of the period indicated in the purchase order if any. Where there is a time limit in which to achieve an outcome of the service, then any extension of the Services is at our sole discretion and this will be classed as additional services and therefore incur additional fees. 
    • We warrant that we will use reasonable skill and care in performing services, and that our performance shall be of a quality conforming to generally accepted industry standards and practices.
    • Where any goods are provided as part of the Service and are: unusable, damaged or parts of the contents are missing; or lost in the post; or any samples, results sent for testing or reporting do not contain enough useful information to analyse , we will send you a replacement as part of the Service.
    • We do not warrant that the service will meet your expectations and satisfaction as the Service is designed to meet a broad spectrum of customer needs based on top-level assessments and consultations. As such, the perceived outcomes may vary from person to person.

 

  • FEE STRUCTURE
    All fees can be found by filling out this form here, clicking here or popping into one of our centres and having a chat with our team. Please check with your local clinic page to see the fee structures of that clinic and different practitioners.
    Unless otherwise agreed, the price is detailed in the purchase order. Purchase orders are to be paid for in full in advance of the commencement of delivery of the Services.

    Payment for Purchase Orders are only accepted by either payment with a credit, debit card or cash in pound sterling (£). We will add VAT to non-medical services at the prevailing rate to purchase orders. If we do not receive payment of any sums due, we reserve the right to cancel our services.

 

  • FINANCIAL POLICY
    All fees are payable at the time of service. We want to make all treatments affordable which is why we have made available cost-effective pre-payment options. These provide you with the freedom to pre-pay for a pack of sessions upfront or for you to spread your payments over a longer period. They cannot be shared or transferred to others and expire one year after purchase.

    After your initial care, many of our clients stay with us long term as part of their regular self-care and wellbeing practice. Depending on the kind of relationship you are ready to have with us you have the choice to go onto one of our monthly wellbeing memberships once discussed with your practitioner.
    Membership prices and benefit limits are available here. There are no minimum terms for membership. Memberships cannot be shared or transferred to others. Membership level means the level of cover chosen by you. This will determine your benefit limits. Bronze has no rollover sessions permitted. Silver has one rollover session permitted at any one time. Gold has two rollover sessions at anyone time. Platinum has four rollover sessions permitted at any one time.  You will be charged one month in advance so that you are in credit on your account. Your payment will be set up before your next session.

 

  • 24 HOUR CANCELLATION, NO SHOW AND INTERRUPTION OF CARE POLICY
    We take the full fee for your appointment or service prior to delivery to confirm your appointment and reserve your slot. Our chiropractor’s diaries are regularly fully booked, by giving us adequate notice you offer the opportunity for another client to take your appointment time who may otherwise have been turned away. Our front desks do their best to help you stick to any recommendations made.

    If you need to cancel or rearrange your appointment we require a minimum 24 hours notice, otherwise you will be charged the full price for your appointment.  If you need to cancel, rearrange or fail to show due to exceptional circumstances, then we will charge on the discretion of the practice manager.
    If no shows or cancellations are recurrent more than once not before the 24 hour cancellation policy we reserve the right to refuse service delivery and charge you for your full appointment fee to recover the time lost.
    Any scheduled sessions of a service cancelled by you within 24 hours of the session date will not be recoverable. No refund or rescheduling can be offered for cancellation within 24 hours whether the cancellation is by reason of injury, illness or otherwise as we cannot recover the time for your appointment.
    If we have to cancel within 24 hours a complimentary session will be offered. In the event that we have to cancel the service for any reason, we will discuss the matter with you and try to agree on a suitable alternative for your requirements. If you are unwilling to accept our suggested alternative, we will refund a percentage of the price paid for the purchase order attributable to the remainder of the services, less any expenses incurred by us.
    In the unlikely event that you need to discontinue your care and you have prepaid for a pack of sessions, the remaining credit will be refunded for the sessions left on your account.  If you are on membership we require 1 month notice for cancellation of your membership in writing. We do not charge you a cancellation fee.

 

  • REFUND POLICY
    If we did not meet your expectations in terms of customer service or service hasn’t been used you can request a refund by going through our complaints procedure available here.

    We do not offer refunds if you have received a service, failure to improve, or admitting any kind of blame on your care providers (chiropractors seen) as the time cannot be recovered. Individual results may differ from person to person and cannot be used as a reason for a refund.
    You have the right to request a refund within a 30 day period from the date of your last visit otherwise these credits are non-refundable and non-reclaimable. If the period of 30 days has elapsed since the last visit, we can’t, unfortunately, offer you a refund. All refunds will be made via a bank transfer. Please allow 14 working days for reimbursement from time of receipt of bank details.

 

  • ADDITIONAL SERVICES
    Please note that any additional services such as your initial consultation, x-rays, reassessments, progress checks/evaluations, custom work such as a denneroll or technical support such as letters or reports are non-refundable.

 

 

  • RETURN POLICY
    We are happy to return any retail products you purchased within 14 days of the original purchase. No cash value is given, Centre credit or exchange will be issued. All returned items must be in a new and unused condition, with original box, sheets, labels and tags attached.
    Return Process. To return an item, place the item securely in its original packaging and either return to your local centre address and hand it to our front desk team.

    After receiving your return and inspecting the condition of your item, we will process your return in credit or an exchange replacement. If we cannot find a suitable replacement then we will credit your account.

 

  • RIGHTS TO REFUSE  SERVICE
    Life Balance Chiropractic reserves the right to refuse service to anyone demonstrating inappropriate behaviour, disrespect or who is abusive to any member of our staff.
    We also reserve the right to refuse service if you are not sticking to your scheduled care plan with your care provider and will happily refer to you another alternative care provider outside of the company.

 

  • OFFERS AND PROMOTIONS
    Any offers for services are valid for 28 days from the date of the purchase. We reserve the right to recharge the full fee if the time goes beyond this or refuse service if you have rescheduled outside our 24 cancellation policy more than once.

 

  • INSURANCE
    For the benefit of our clients, we take some private medical insurances. If you are using medical insurance, payment will need to be made in the clinic for your care, and we can then provide you with invoices for you to reclaim the cost. We can’t directly bill any insurance companies on your behalf. Please check with your insurance company for your allocated allowances towards your care.

 

  • SMS AND EMAIL REMINDERS
    We have a text and email message service to remind you of your next appointment. Please bear in mind that, as with all technology, it is not always 100% reliable, so please make a diary note of your appointment time. Also if you would like to reschedule or cancel your appointment, please contact us directly.

 

  • PRIVACY POLICY
    The DPA 2018 and GDPR set out a number of requirements in relation to the processing of personal data. Here at Life Balance, we take your privacy and the privacy of information we process seriously. We will only use your personal information and the personal information you give us access to under this contractor administer your account and to provide the services you have requested from us. We have outlined our Privacy Policy here.

 

  • MOBILE PHONES
    A Chiropractic consultation and adjustment require a lot of concentration by the chiropractor and staff. In order for you to get the best results from your chiropractic care, we provide a relaxing, friendly and peaceful environment.

    Therefore, in the interest of your chiropractor, staff, other clients and yourself, we ask that you turn off or mute your mobile phone as soon as entering our practice.

 

  • DRESS POLICY
    Our aim is to make you feel as comfortable as possible, so we have discarded the use of gowns. Please dress sensibly in clothing that will not restrict your movement in any way. If you feel uncomfortable during a Life Balance session for any reason, please ask for one of our assistants to be present in the adjusting area. You may be asked to change into a gown if an X-ray is being taken.

 

 

  • X-RAYS AND RADIOLOGY POLICY
    Chiropractors, like all health professionals using X-rays, are bound by the ‘Ionising Radiation (medical exposure) Regulations, 2000’ which outline safety procedures and justification for taking X-rays. We follow these regulations to the letter and you can be assured we are doing all we can to minimise any exposure to ionising radiation. We utilise the facilities of our practice which has a new Digital X-ray machine and digital X-ray processor that ensure optimal image quality and minimal exposure. You can request a digital copy of any x-rays after your practitioner has walked you through them.

 

  • CONFIDENTIALITY
    Any confidential information we obtain from you (“Confidential Information”) shall be kept secret, safeguarded and not divulged. We agree to take all reasonable security precautions in the safekeeping of the Confidential Information. The Confidential Information is provided exclusively for the purpose of the Service and should not be used in any other way. Any confidentiality agreement signed between us will continue in force as if it was part of these Terms.

    Notwithstanding the above, we shall be entitled to divulge the Confidential Information to a subcontractor for the purpose of the Service, provided that such contractor has entered into an agreement with us which includes an appropriate confidentiality provision. This confidentiality clause shall survive the termination or expiry of these Terms.

 

  • LIMITATION OF LIABILITY
    We shall not be liable to you for any loss, whether direct or indirect arising from the Service, including loss of personal belongings, damage to any belongings including cars during the performance of a Service. This shall apply even where such a loss was reasonably foreseeable. Our total liability to you, other than for death or personal injury resulting from our negligence, shall be limited to the price of the purchase order. We outsource some of our services, to a third party to conduct tests, analysis and recommendations on our behalf and accept no liability on the accuracy of these results.

 

  • CONTINUITY ARRANGEMENTS
    Please note that we have arrangements in place for an alternative to deal with matters in the event of holidays, permanent incapacity or illness. This provides protection to you in the event that one of your chiropractors cannot act on your behalf, and by using our service you agree to the alternate having access to all of the information we hold in order to continue with your care during the chiropractor/s absence.

 

  • FORCE MAJEURE
    Neither of us shall be liable for any delay or failure to perform any of our obligations if the delay or failure results from any circumstance beyond our reasonable control (an event of “Force Majeure”). The one affected by Force Majeure, shall be entitled to a reasonable extension of its obligations after notifying the other of the nature and extent of such events.

 

  • GOVERNING LAW AND JURISDICTION
    The validity, construction and performance of the terms between us shall be governed by English law. Any dispute arising under or in connection with this agreement shall be subject to the non-exclusive jurisdiction of the English courts to which both you and we hereby submit.

 

  • WAIVER
    A failure by either of us to enforce any one or more of these Terms shall not operate as a waiver of that term or of the right at any time subsequently to enforce any of these Terms.

 

  • RIGHTS TO THIRD PARTIES
    Nothing in these Terms is intended to, nor shall it confer any rights on a third party, and the Contracts (Rights of Third Parties) Act 1999 shall not apply.

 

  • CALL RECORDING AND MONITORING
    For training and monitoring purposes your telephone conversations with us may be recorded. We may use your information to keep you informed by post, e-mail or other electronic means, about products and services which may be of interest to you as offered by us. Information may be disclosed and used for these purposes after your policy has lapsed. By providing us with your contact details, you consent to be contacted for these purposes. You can contact us at any time to have your details removed from lists used by us for permission-based marketing.

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