Booking Terms and Conditions

1. About These Terms

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• These Terms set out how appointments with The Nest are booked, paid for, cancelled and provided.

• They form a binding contract between you (the client) and The Nest Wellness Limited.

• These Terms are governed by English law and the courts of England and Wales have exclusive jurisdiction in relation to any dispute.

• Nothing in these Terms is intended to exclude or limit any rights you have as a consumer under English law that cannot lawfully be excluded

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2. Our Services

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​The Nest offers two distinct services:

 

• Reflexology treatments – a complementary therapy involving the application of pressure to specific points on the feet, hands or other areas, intended to support relaxation and general wellbeing.

• Lifestyle medicine consultations – a private, non-medical consultation focused on lifestyle factors such as nutrition, physical activity, sleep, stress management, social connection and behaviour change.

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Each service is described in more detail below. The scope of each appointment is limited to what is set out in these Terms and what is agreed at the time of booking.

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3. Nature of Reflexology

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Reflexology is a complementary therapy. It is not a medical treatment and is not a substitute for medical diagnosis, advice or treatment.

• Reflexology is intended to support relaxation and general wellbeing only.

• No claims are made or implied that reflexology will diagnose, treat, cure, prevent or alleviate any medical condition, illness or disease.

• You should continue with any treatment, medication or advice given by your GP or other registered healthcare professional. You should not stop, reduce or change any prescribed treatment on the basis of a reflexology session.

• If you have a health concern, you should consult your GP or another suitably qualified healthcare professional.

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4. Lifestyle Medicine Consultations – Non-Medical Capacity

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Important: Although Dr Diane Biondini is a medically qualified doctor, lifestyle medicine consultations provided through The Nest are offered in a private, non-medical capacity. By booking a consultation, you acknowledge and agree to the following:

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• Dr Biondini is not acting as your GP or as a treating medical practitioner when providing lifestyle medicine consultations through The Nest.

• No doctor–patient relationship is created between you and Dr Biondini by virtue of booking or attending a lifestyle medicine consultation.

• Lifestyle medicine consultations do not include medical diagnosis, prescribing, issuing of sick notes or medical certificates, referrals into the NHS, or the management of acute or chronic medical conditions.

• The consultation is educational and supportive in nature, focused on lifestyle factors such as nutrition, movement, sleep, stress, alcohol, smoking and behaviour change.

• Any information or guidance provided is general in nature and is not personalised medical advice.

• You remain solely responsible for your own healthcare, and you should continue to consult your GP or other registered healthcare professional for medical issues, prescriptions, diagnoses and the ongoing management of any condition.

• In the event of a medical emergency, you must call 999. For urgent but non-emergency concerns, contact NHS 111 or your GP. The Nest does not provide an emergency or urgent care service.

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5. Suitability, Client Responsibilities & Health Information

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To enable us to provide a safe and appropriate service, you agree that you will:

• Complete all consultation and health intake forms fully, accurately and honestly.

• Disclose, before and at each appointment, any medical conditions, injuries, medications, allergies, recent surgery, mental health concerns, pregnancy or changes in your health that may be relevant.

• Inform the practitioner immediately of any discomfort, pain or unexpected reaction during a treatment or consultation.

• Follow any aftercare guidance you are given.

• Arrive in a fit state to receive the service. We reserve the right to refuse or terminate an appointment if a client appears to be under the influence of alcohol or non-prescribed drugs, or where we reasonably believe it would be unsafe or inappropriate to proceed. No refund will be due in such cases.

 

​Material Information

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Failure to disclose relevant or material information about your health, lifestyle or circumstances may affect the suitability and safety of the service and may invalidate the practitioner’s ability to deliver it. The Nest and its practitioners accept no liability for any adverse outcome arising from inaccurate, incomplete or undisclosed information (see clause 12).

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Right to Postpone or Decline Treatment​

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If, in the reasonable professional judgement of the practitioner, you present with any condition or symptom which means a reflexology treatment or lifestyle medicine consultation is not safe or appropriate at that time, we reserve the right to postpone the appointment until you have sought advice from your GP or another qualified healthcare professional and they have confirmed it is safe to proceed.

 

In such cases, any fee paid will be credited to your account and may be used against a future appointment within 6 months of the postponed date.

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Infectious Illness​

If you have symptoms of an infectious illness (including but not limited to cold, flu, COVID-19, cough, fever, sneezing, blocked or runny nose, vomiting, diarrhoea, conjunctivitis or any rash of unknown cause), please contact us as soon as possible. We will agree together whether to postpone the appointment. If you attend with such symptoms without notice, we reserve the right to decline the session and the full fee may be charged.

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6. Appointments, Cancellations & No-Shows

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• Appointments are offered by prior booking only.

• A non-refundable deposit of £15 is payable at the time of booking to secure the appointment.

• Cancellation or rescheduling requires a minimum of 48 hours’ notice before the scheduled appointment time.

• If you cancel or reschedule with more than 48 hours’ notice, the £15 deposit will be credited against a future appointment, to be used within 3 months of the original appointment date.

• Cancellations or rescheduling requests made with less than 48 hours’ notice will be charged at the full treatment or consultation fee, unless we are able to fill the appointment.

• No-shows (failure to attend without notice) will be charged at the full fee.

• Late arrival may result in a shortened session in order to avoid delaying subsequent clients. The full fee remains payable.

• If we have to cancel or postpone an appointment for any reason, we will offer you the earliest reasonable alternative or a full refund of any deposit and fees paid for that appointment.

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7. Workshops & Events

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From time to time we may offer workshops, group sessions, talks, courses or other events (each an “Event”), whether run by us or with a third party. The following terms apply to any Event booking you make with us, in addition to any specific details set out in the Event listing or booking confirmation. Where there is any conflict, the specific Event details will apply. Booking, paying for or attending an Event confirms that you have read and agreed to these Terms.

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Booking & payment

• Places at an Event are offered by prior booking only and are confirmed once full payment has been received, unless we agree otherwise in writing. Places are limited and are allocated on a first-come, first-served basis.

• The fee for each Event is set out at the time of booking. Fees are payable in full at the time of booking unless a deposit or instalment arrangement is expressly agreed in writing.

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Cancellation by you, refunds & credits

• Workshop and Event fees are non-refundable. Once you have booked and paid for an Event, you will not be entitled to a refund if you are subsequently unable or unwilling to attend, or if you cancel your place, for any reason.

• We may, at our sole discretion, offer you a credit towards a future Event or appointment in place of a refund. Any such credit is offered as a gesture of goodwill, is not an entitlement, and may be subject to conditions including an expiry date (normally 6 months from the date of the original Event) and the availability of a suitable future Event. A credit has no cash value and cannot be exchanged for money.

• Subject to availability, you may instead ask to transfer your place to another person. We will try to accommodate reasonable transfer requests but are not obliged to agree to them.

 

Changes or cancellation by us

• We reserve the right to change the date, time, venue, format (including moving an Event online) or facilitator of an Event, or to cancel an Event, where reasonably necessary. We will tell you as soon as reasonably possible if this happens.

• If we cancel an Event and cannot offer you an alternative date or a credit that you accept, we will refund the fee you have paid for that Event. Other than providing that refund, we will not be liable for any other costs you incur in connection with the Event (for example travel or accommodation). This does not affect your statutory rights as a consumer.

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Attendance, suitability & nature of Events

• It is your responsibility to ensure that an Event is suitable for you. If an Event involves any physical activity, relaxation exercise or similar, you should disclose any relevant medical conditions, injuries or pregnancy in advance and take part only to the extent that is comfortable and safe for you. If in doubt, please check with your GP before attending.

• Any information or guidance shared at an Event is general and educational in nature. As with our other services, it is not medical advice, diagnosis or treatment, and the non-medical nature of our lifestyle medicine work (see clause 4) applies equally to Events.

• We want everyone to feel safe and welcome. Our conduct and right to refuse service provisions (see clause 15) apply at Events, and we may decline admission to, or ask any person to leave, an Event without refund where their behaviour is, in our reasonable opinion, disruptive, unsafe or inappropriate.

• Gift vouchers, the limitation of liability provisions and all other clauses of these Terms apply to Events except where these workshop and event terms expressly state otherwise.

 

8. Fees & Payment​

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• Fees are clearly communicated at the time of booking and on our published price list, which may be updated from time to time.

• The fee in force at the time of your booking applies to that appointment.

• Payment is due in full at the time of booking, unless otherwise agreed in writing.

• We accept Visa, Mastercard, American Express and cash. We do not accept post-dated payments.

• Where a course of treatments or consultations is purchased as a package, the package terms (including expiry date and any transferability) will be set out at the time of purchase. Packages are non-refundable once any session within the package has been delivered.

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9. Gift Vouchers​

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• Gift vouchers are valid for 12 months from the date of issue, unless otherwise stated.

• Gift vouchers are non-refundable and cannot be exchanged for cash.

• Lost or stolen vouchers cannot be replaced.

• Bookings made using a gift voucher are subject to all of these Terms, including the cancellation policy. A late cancellation or no-show may result in the voucher being treated as redeemed.

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10. Professional Standards & Insurance

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• Services are provided with reasonable care, skill and professionalism, in line with relevant professional standards and codes of practice.

• Both practitioners hold appropriate professional indemnity and public liability insurance.

• Nathalie Romain practises in accordance with the Code of Practice and Ethics of the Association of Reflexologists.

• All services are tailored to individual needs based on the information provided by the client at intake and during the appointment.

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11. Consent​​

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By booking and attending an appointment, you confirm that:

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• You consent to the reflexology treatment or lifestyle medicine consultation being provided.

• You understand the nature, purpose and scope of the service, including the non-medical nature of the lifestyle medicine consultation (see clause 4).

• You have had the opportunity to ask questions and have those questions answered.

• You are aged 18 or over, or, if under 18, that a parent or legal guardian has given written consent and will accompany you to the appointment.

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You may withdraw consent at any time. If consent is withdrawn during an appointment, the session will end immediately. No refund is due for any session already in progress at the point consent is withdrawn.

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12. Limitation of Liability

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To the fullest extent permitted by English law:

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• Our total liability to you for any loss or damage arising out of or in connection with these Terms or any service provided shall be limited to the total fees paid by you to The Nest for the appointment(s) giving rise to the claim.

• We are not liable for any indirect, consequential, special or economic loss, loss of profit, loss of opportunity, loss of income, loss of data or loss of goodwill, however arising.

• We are not liable for any failure or delay in performing our obligations where caused by events outside our reasonable control (including illness of the practitioner, power or utility failure, transport disruption, government action, public health restrictions or other force majeure events).

 

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability which cannot lawfully be excluded or limited under English law.

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13. Exclusion of Liability for Non-Disclosure & Client Acts​

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To the fullest extent permitted by law, The Nest Wellness Limited and its practitioners accept no responsibility or liability for:

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• Adverse reactions, outcomes or losses arising from medical conditions, medications, allergies or other relevant information which were not disclosed, were inaccurately disclosed, or were misrepresented.

• Effects or outcomes arising from your failure to follow aftercare advice or any guidance given during a consultation.

• Outcomes resulting from your reliance on information provided in a lifestyle medicine consultation as if it were medical advice (see clause 4).

• Any decision you take to alter, stop or commence any medical treatment, medication or therapy without first consulting your GP or other registered healthcare professional.

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14. Children & Vulnerable Adults

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• Clients under the age of 18 must have written consent from a parent or legal guardian, who must accompany them to the appointment.

• Where a client is a vulnerable adult, we may require a chaperone or appropriate carer to be present. We reserve the right to decline an appointment where we reasonably believe doing so is in the best interests of the client.

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15. Conduct & Right to Refuse Service

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We are committed to providing a safe, respectful and professional environment for our practitioners and clients. We reserve the right, acting reasonably, to refuse, end or decline to rebook any appointment where a client:

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• Behaves in a way that is abusive, threatening, discriminatory or sexually inappropriate;

• Appears to be under the influence of alcohol or non-prescribed drugs;

• Repeatedly fails to attend or repeatedly cancels late; or

• Otherwise breaches these Terms.

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Where an appointment is ended on these grounds, no refund will be due and the full fee remains payable.

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16. Data Protection & Privacy

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We process personal data, including health information, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

 

Full details of how we collect, use, store and share your personal information, the lawful bases on which we rely, your rights and how to exercise them, are set out in our Privacy Notice, which is provided separately and is available on request.

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Health and consultation records are kept securely and retained in line with professional guidance and the retention periods set out in our Privacy Notice.

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17. Feedback & Complaints

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We take feedback and complaints seriously. If you are unhappy with any aspect of the service you have received, please raise it with us in the first instance by emailing the contact address in clause 19, so that we have the opportunity to address it.

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We aim to acknowledge complaints within 5 working days and to provide a substantive response within 28 days.

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18. Changes to These Terms

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We may update these Terms from time to time, for example to reflect changes in our services, in the law, or in regulatory or professional guidance. The version of the Terms in force at the time of your booking will apply to that booking.

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The current Terms are always available on request and (where applicable) on our website.

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19. General

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• If any provision of these Terms is found by a court to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.

• Failure or delay by The Nest to enforce any right under these Terms is not a waiver of that right.

• These Terms constitute the entire agreement between you and The Nest in relation to the services and supersede any previous agreement or understanding.

• These Terms do not create any rights for third parties under the Contracts (Rights of Third Parties) Act 1999.

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20. Contact Details

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The Nest Wellness Limited

14 Copse Avenue, West Wickham, BR4 9NL

Company number: 17051436

Email: info@thenestwellness.co.uk

Telephone: 07931 146 605