Terms & Conditions

“Terms and Conditions” meanings.

In the Terms and Conditions, the following definitions apply:

“Client” means any person who has completed and submitted details via online bookings, phone or contact form at Level 5 Therapies website

“Clinic” means Level 5 Therapies clinic at the following location: The Ferry Point, Ferry Lane, Sheppperton, TW17 9QL

“Website” means level5therapies.co.uk

Level 5 Therapies reserves the right to vary and revoke the Terms and Conditions from time to time which variation it may consider necessary or desirable for the regulation of the affairs of the Clinic and the conduct of Clients. Any such changes will be notified to Clients and, until revoked, are and will be binding on Clients.

Client

Subject to these terms and conditions, when a person has completed online bookings, phone contact or contact form they will become a Client of the Clinic.

Acceptance of a person as a Client is at the absolute discretion of the Company.

Clients must be 18 or over or have their parents’ / guardians written consent before becoming a Client of the Clinic (which consent must be made available on request).

Personal Data

The following information is collected: name, address, date of birth, email address, phone numbers, past medical history, and case history for treatment carried out at the clinic. We have a “Legitimate Interest” in collecting that information because without it we couldn’t do our job effectively and safely. Full details of why we collect your personal data and what we do with it can be found in our Privacy Policy located here: https://level5therapies.co.uk/privacy-policy/

Cancellation Policy

We understand that life can be hectic and arrangements can change, which is why we try to be as accommodating as possible. You may cancel or reschedule your appointment with no charge any time until 24 hours before your appointment. Clients who provide less than 24 hours’ notice, or miss their appointment, will be charged a cancellation fee of 100% of the full treatment charge to the card on file.

Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive treatment.

Appointments booked within 24 hours of the scheduled appointment which need cancelling, the client must cancel within 4 hours of the appointment time or will result in a charge equal to 50% of the full treatment charge.

Consent

Client data is used for both operational and company marketing purposes.

Operational communication includes but is not limited to appointment reminder emails and text messages, invoices and feedback requests.

We may send marketing communication including but not limited to, newsletters, offers and discounts which clients can opt in to receive during the Intake process.

Clients can update their email and text message preferences at any time by accessing their Jane Account or contacting us by email at info@level5therapies.co.uk

Data Requests

All data requests will be responded to within a month.

Data is only released on receipt of a signed request from Clients and Customers or in exceptional circumstances.

Clinic Opening Times

Details of treatment times at the Clinic may vary from time to time. Session times will be published by the Clinic and will be available either at the clinic or via the website.

Treatment Payment Process

Details of treatment fees are available directly from the Clinic or via the online booking system, accessed via the website.

All treatments are by appointment, once treatment has been provided payment would be required for the relevant treatment.

Payments for treatments and treatment packages in any amount are non-refundable unless otherwise stated in the Terms and Conditions.

When you make your payment your card details will be securely stored on file. Any card details stored on file or payments taken through Jane Payments are done in a PCI-compliant manner. When card details are entered Jane instantly transfers that data to the payment processor, Stripe, through encrypted transfer. If you are not happy with this then please let us know and manually remove them.

Gift Vouchers

A gift card and e-vouchers for single treatments are valid for twelve months. Gift cards and e-vouchers are valid from and including the date of purchase and are non-refundable. In the event where we are unable to provide you with a suitable appointment, we may at our sole discretion extend the expiry date.

Gift cards and e-vouchers cannot be exchanged for its monetary value, they can only be used for treatment.

Treatment Packages

Our treatment packages are discounted and are valid for a specific duration. Treatment packages are non-transferable and non-refundable.

Keep Active Kickstart packages is valid for three months from date of purchase.

Keep Active 6 Pack is valid for six months from date of purchase.

Event Ready Pack is valid for four months from date of purchase.

All treatment packages carry a 24 hours Cancellation Policy. The full treatment cost will be charged for a treatment where cancellation or the rescheduling of a session is not made online or notice of the same is not emailed or phoned to the Clinic at least 24 hours prior to the booked time.

Keep Active Membership

Keep Active Membership has a minimum three-month commitment, meaning three monthly payments must be made before any request for cancellation.

Any request for membership cancellation can be done by phoning 07900 550097 and leaving a message or emailing info@level5therpies.co.uk.

A 30-day notice period means that notice can be given on any day of the month and the period will then terminate in 30 days‘ time

Members may gift or transfer massages to friends, family, and colleagues (max 2 per calendar year to any single person)

Keep Active Membership is not transferable, but massages can be gifted as above

Your card details are stored securely within Stripe.

Payment card will be charged upon sign up then on the same day each month until cancellation of the subscription.

For purposes of identification and billing, you agree to provide Level 5 Therapies with current, accurate, complete, and updated information including your name, address, telephone number, and applicable payment data. You agree to notify Level 5 Therapies promptly of any changes in your information, including your payment data.

Bookings

A client may only book or reschedule treatments for themselves via online bookings software; JaneApp. This can be accessed via level5therapies.co.uk

Clients will be charged for a treatment where cancellation or the rescheduling of a session is not made online or notice of the same is not emailed to the Clinic at least 24 hours prior to the booked time.

We operate a 24 hour Late Notice Policy on behalf of our therapists who provide services for Level 5 Therapies. In the event, you do not turn up for your appointment or it is cancelled or rescheduled within 24 hours the full treatment charge will be applied to the booking.

Treatments are booked on a first-come-first-served basis. A Client may use the waiting list facility within our online booking software, Jane, in the event that the first choice session is unavailable. If a Client joins the waiting list for a particular session and then books that session the booking will be subject to the Terms and Conditions in the usual way.

The total time of your appointment includes consultation, undressing, dressing, treatment and payment, if you feel you will require more time please contact the clinic prior to your treatment.

Safety & Hygiene

With the exception of guide dogs, no pets are permitted in the Clinic.

Excessive noise, disturbance or unseemly behaviour is prohibited, including abusive or threatening behaviour to anyone associated with Level 5 Therapies clinic. Everyone is entitled to work in or use the clinic without fear of verbal or physical abuse. Level 5 Therapies clinic will support anyone associated by taking legal action against any individual who does not respect this right.

Communication

Level 5 Therapies may, if a client wishes, communicate with the client by electronic mail (“email”). By providing an email address to Level 5 Therapies the Client consents to receive email communications from Level 5 Therapies, including notices pursuant to the Terms and Conditions. The Client also accepts the risk that email may not be a secure and confidential means of communication. Level 5 Therapies will not be liable for any loss or damage suffered as a result of communicating with a Client by email.

Clients must always observe Level 5 Therapies guidelines which may be notified to them from time to time and are requested to comply with any reasonable directions which the management of Level 5 Therapies may issue to ensure the smooth operation of Level 5 Therapies for the convenience of everyone.

Any marketing, educational or other materials of any nature whatsoever produced by Level 5 Therapies in connection with the Clinic and which are made available to Clients at the Clinic will at all times remain the property of Level 5 Therapies and will be subject to the Level 5 Therapies copyright.

Copyright

The Level 5 Therapies, graphics, photos & website content are the property of Level 5 Therapies. Permission must be gained before you are allowed to use, make or distribute. All rights are reserved