Terms & Conditions

1. These terms

1.1 What these terms cover

These are the terms and conditions on which we supply services to you on our premises.

1.2 Why you should read them

Please read these terms carefully before you purchase a service from us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. If you think there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are

We are JL Health and Beauty trading as Sheffield Sports Medicine, a company registered in England and Wales. Our company registration number is 09423434 and our address is Graves Health and Sports Centre, Bochum Parkway, Sheffield, S8 8JR.

2.2 How you may contact us

You can contact us by telephone on 01143 211852, by email at [email protected], or by writing to us at Graves Health and Sports Centre, Bochum Parkway, Sheffield, S8 8JR.

2.3 How we may contact you

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your purchase.

2.4 Writing includes emails

When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

3.1 How we will accept your purchase

Our acceptance of your purchase will take place when we take payment, at which point a contract will come into existence between you and us.

3.2 If we cannot accept your purchase

If we are unable to accept your purchase, we will inform you of this in writing and will not charge you for the services. This might be because of unexpected limitations on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the service, or because we are unable to provide the modality that you have purchased.

4. Our rights to make changes

4.1 Changes to the services and these terms

We may make changes to these terms or the service. If we do so, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any services paid for but not received.

We may make changes to reflect changes in relevant laws and regulatory requirements, the duration of the service, and policies or procedures to improve the running of the clinic and the service you receive.

5. Appointments, cancellations and rescheduling

5.1 Rescheduling by us

We reserve the right to amend or reschedule any appointments. We will notify you in writing or over the telephone of the changes we make. We shall have no liability to you, you retain the right to reschedule within 48 hours, and if your session is cancelled by us, other than your right to a refund you shall make no further claims against us for any loss suffered.

5.2 Appointments

To maximise the time and resources available, you should be ready for your appointment at the appointed start time. If you are not ready at the appointed start time, time will be deducted from your appointment.

5.3 48 hour cancellation policy

We have a strict 48 hour cancellation policy.

• If you have a one-off appointment, you will be charged in full if you do not give us more than 48 hours' notice that you would like to cancel your appointment.
• If your appointment is part of a package you have purchased, a late cancellation, later than 48 hours, will result in an appointment in the package being deemed as used. You will not be able to re-book that specific appointment.

6. Medical information and consent

6.1 Consulting with your doctor

You should consult with a doctor before undergoing treatments with us, particularly if you have regular medical appointments, are pregnant or breastfeeding, or have an undiagnosed medical condition.

6.2 Treatments and medications

It is important to inform us of any treatments and medications you are taking or intend to take so we can help you in the best possible way.

6.3 Recommendations

We may provide you with information relating to products that might be beneficial to you. You should take such information as an endorsement or recommendation, not as a substitute for medical care. We are not responsible for any adverse effects or consequences that may result from that information being provided.

7. Providing the services

7.1 When we will provide the services

During the order process we will let you know when we will provide the services to you and how you can end the contract. If it is a one-off service or appointment, the service will be held on the date set out when you purchase the appointment.

If you purchase a package of eight or ten appointments, they must all be used within three months of the order date. If you purchase a package of four or five appointments, they must be used within two months of the order date.

7.2 Delays outside our control

If our supply of the services is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event. If there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.3 Information required from you

We will need certain information from you so that we can supply the services to you, for example, name, address, email address and medical history. If you do not give us this information within a reasonable time of us asking for it, we may end the contract and clause 10.2 will apply.

7.4 Incomplete, incorrect or inaccurate information

If you give us incomplete, incorrect or inaccurate information, we will not be liable to you for any loss, damage, costs or other claims for compensation arising from this.

7.5 Reasons we may suspend the supply of services

We may suspend the supply of a service to deal with technical problems, make minor technical changes, update the services to reflect changes in relevant laws and regulatory requirements, deal with problems resulting in increased risk of patient and staff safety, or deal with an event or situation outside our control.

7.6 Your rights if we suspend services

We will contact you in advance to tell you we will be suspending the services.

8. Your rights to end the contract

8.1 You can always end your contract with us

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract.

• If what you have bought has been misdescribed, you may have a legal right to end the contract, have a service re-performed, or get some or all of your money back.
• If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2.
• If you have just changed your mind about the service, see clause 8.3.
• In all other cases, if we are not at fault and there is no right to change your mind, see clause 8.5.

8.2 Ending because of something we have done or are going to do

If you are ending a contract because we have told you about an upcoming change to the service or these terms which you do not agree to, we have told you about an error in the price or description of the service you have ordered and you do not wish to proceed, or there is a risk that supply of the services may be significantly delayed because of events outside our control, the contract will end immediately and we will refund you in full for any services which have not been performed.

8.3 Exercising your right to change your mind

For most products bought online or over the phone, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4 How long do I have to change my mind?

You have 14 days after the day you make payment and the contract forms. This is called the cooling-off period. If you cancel after we have started the services within the cooling-off period, you must pay us for the services provided up until the time you tell us that you have changed your mind. You do not have the right to change your mind in respect of services or packages that you have purchased after the cooling-off period.

8.5 Ending where we are not at fault and there is no right to change your mind

If we are not at fault and you do not have a right to change your mind, you can end the contract before it is completed, but you will not be refunded the money for the sessions or appointments you have not used.

9. How to end the contract with us

9.1 Tell us you want to end the contract

To end the contract with us, please let us know by phone on 01143 211852, by email at [email protected], or by speaking to our staff in clinic.

9.3 Deductions from refunds

If you are exercising your right to change your mind, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied in comparison with the full coverage of the contract.

For administrative changes to contracts, including cancellation of a contract, a £100 fee may apply.

9.4 When your refund will be made

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, your refund will be made within 14 days of your telling us you have changed your mind.

10. Our rights to end the contract

10.1 We may end the contract if you break it

We may end the contract for a service at any time by writing to you if you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, name, telephone number, email address and medical history.

10.2 You must compensate us if you break the contract

If we end the contract in the situations set out in clause 10.1, we will not be liable to refund you any money you have paid in advance for services.

11. If there is a problem with the services

11.1 How to tell us about problems

If you have any questions or complaints about the services, please contact us. You can telephone 01143 211852, write to us at [email protected], or speak to our staff in clinic.

11.2 Summary of your legal rights

We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. We recommend you review the Consumer Contracts Regulations 2013 or see the Citizens Advice website for detailed information regarding your key legal rights.

12. Price and payment

12.1 Where to find the price for the service

The price of the service, which may include VAT, will be the price indicated on the email, via phone or in clinic when you placed your order.

12.2 VAT

If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3 When you must pay and how you must pay

We accept payment with Mastercard, American Express, Visa, debit cards, bank transfer and cash. For one-off appointments and packages of appointments, you must make an advanced payment of the full amount before your first appointment. We will invoice you for the price of the services once you have paid for them.

12.4 Offers and codes

• Offers and codes cannot be used in conjunction with another offer or package available.
• Offers and codes must be used within the specified number of days stated or advised when obtaining the offer or code.
• Codes must be applied at the time of purchase, not after the purchase has been made.
• Offers and codes can be shared with family and friends, however this must be agreed with us beforehand in writing.

13. Our responsibility for loss or damage suffered by you

13.1 Foreseeable loss and damage

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.

13.2 Liability we do not exclude

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products as summarised at clause 11.2, and for defective products under the Consumer Protection Act 1987.

14. How we may use your personal information

14.1 Personal information

We will only use your personal information as set out in our Privacy Policy.

15. Other important terms

15.1 If staff leave

If staff leave in the time period of your package, your sessions will be transferred to another therapist.

15.2 Nobody else has rights under this contract

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.3 If a court finds part of this contract illegal

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.4 Even if we delay enforcing this contract

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you later.

15.5 Which laws apply

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in either the Scottish or English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or English courts.

16. Complaints procedure

If you have a complaint or concern about the service you have received in this practice, please let us know. We operate a practice complaints procedure, and our complaints system meets national criteria.

16.1 How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible.

Complaints should be emailed to [email protected] and addressed to the attention of the Practice Manager.

16.2 What we shall do

We shall acknowledge your complaint within 5 working days and aim to have looked into your complaint within 14 working days of the date when your complaint has been acknowledged by us. We shall then be able to offer you an explanation of the investigation outcome.

When we look into your complaint, we shall aim to find out what happened and what went wrong, make it possible for you to discuss the problem with those concerned if you would like this, ensure you receive an apology where appropriate, and identify what we can do to make sure the problem does not happen again.

16.3 Complaining on behalf of someone else

The practice team keeps strictly to the rules of medical confidentiality. If you are not the patient but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable of providing this because of illness or infirmity, in which case a capacity report will need to be provided for us to disclose or discuss any matter with the third party.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.