Effective: 

October 2025 | Subject to periodic updates

 

Introduction

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Welcome!

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We’re delighted to welcome you to The Body Formulae. These Terms & Conditions are here to guide your experience with us and to set out the expectations for both patients and practitioners. By booking a session or undergoing treatment, you acknowledge and agree to the terms outlined below.

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Our approach is rooted in professionalism, clarity, and care. These terms have been designed to ensure mutual respect, transparency in service delivery, and a seamless therapeutic journey for every patient.

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If anything in this document is unclear or you need clarification, our team is always available to assist.

 

Consultation Information

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Session Length & Privacy

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Your initial session typically lasts up to 60 or 90 minutes depending on the type of consultation booked, and includes a detailed discussion of your symptoms, medical history, and health goals. Ongoing appointments are scheduled for approximately 45 minutes for Osteopathy, and between 60, 45, or 30 minutes for Sports Massage.

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All personal and clinical information remains strictly confidential. We will never share your details without your explicit consent.

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At The Body Formulae, your privacy is non-negotiable. We comply fully with the UK GDPR and Data Protection Act 2018.

 

Use of Personal Data

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Your information is used solely for treatment, administration, and—where relevant—insurance purposes. Sensitive data is encrypted and stored securely. You may request for us not to store your payment information.

 

Your Rights

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You have the right to access, amend, or request deletion of your personal information. Please contact us for any such requests.

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Data Retention

We retain patient records for the legally required period, typically a minimum of 8 years following your last treatment.

 

What to Bring

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Please bring along any relevant medical reports, such as imaging or diagnostic results. For online appointments, ensure you have these documents accessible for secure sharing during the session.

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Dress Code

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During face-to-face consultations, we may ask you to undress to your underwear to enable a clear assessment of your posture and movement. Please wear modest, comfortable undergarments. We recommend our male patients to wear sports shorts, boxers, or leggings, while we recommend our female patients to wear sports bra with modest coverage and shorts or leggings.

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Chaperone Policy

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You’re welcome to bring a friend or relative for support. Patients under the age of 16 must be accompanied by a parent or guardian unless written consent has been provided in advance.

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Examination & Treatment

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Your clinician will perform a hands-on examination tailored to your needs, drawing from their extensive clinical training. Once the assessment is complete, we’ll explain the findings and discuss your treatment options. While most sessions include treatment, complex cases may require additional consultation time before treatment begins.

 

Your Treatment Plan

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A bespoke treatment plan will be outlined, including timeframes, anticipated outcomes, and associated costs. We'll gain your informed consent before any treatment begins, ensuring you're comfortable with our approach.

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Please note: It’s common to experience temporary symptom flare-ups during the treatment process, this is often part of the body’s adaptive healing response and is generally short-lived. Your clinician will closely monitor your treatment reactions and act accordingly; they are trained to recognize adaptive (normal exacerbation of symptoms) and disruptive or anomalous reactions.

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Always ask questions or explanations, we are here to guide you every step of the way.

 

Lifestyle & Integrative Care

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Where relevant, we may offer recommendations regarding nutrition, movement, stress, and work habits to support your healing process. With your consent, we may also collaborate with other healthcare providers to ensure integrated care when necessary.

 

Medical Disclaimer

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While we aim to deliver excellent outcomes, we cannot guarantee specific results. Treatment recommendations are made in good clinical judgment and tailored to your unique presentation. You’re encouraged to communicate openly with your clinician about any concerns or preferences. Informed consent will always be obtained before treatment begins.

 

Appointment Bookings

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Booking Process

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All appointments must be prepaid in full at the time of booking, either online or by phone/email.

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Communication regarding bookings should take place during office hours: Monday to Friday, 9:00 AM – 5:00 PM, Saturday and Sundays 10:00 AM – 2:00 PM.

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SMS communication is limited to confirming contact times only.

 

Rescheduling & Cancellation Policy

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Policy Overview

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We understand that life can be unpredictable, but due to the nature of our clinic schedule, we require notice for any changes:

• Minimum 24 hours’ notice is required for cancellations or rescheduling.

• Missed sessions or late cancellations will be charged in full.

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How to Cancel or Reschedule

All appointment changes must be made by phone or email within office hours. No text-based cancellations are accepted.

 

Refunds

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• Refunds will not be issued due to dissatisfaction with treatment outcomes, as no therapeutic result can be guaranteed.

• Refunds are only issued if your clinician advises discontinuation of treatment for clinical reasons and will be issued on a pro-rata basis.

• Refunds may be denied if inaccurate information was provided on intake forms, or in cases of inappropriate behaviour toward staff.

• Refunds, where applicable, may take up to 14 days to process, though we aim to resolve them more promptly.

 

Billing & Payment

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Prepayment Requirement

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All sessions must be prepaid at the time of booking to secure your appointment slot.

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Complaints & Feedback

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If you have any concerns about your data or your experience with us, please reach out. You also have the right to file a complaint with the Information Commissioner’s Office (ICO).

 

Policy Updates

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These Terms & Conditions may be revised periodically. The most up-to-date version will be available on our website and in practice. Continued use of our services implies your acceptance of any changes.