Urban Wellness UK Limited: Client Terms & Conditions
These Terms & Conditions set out the basis on which Urban Wellness UK Limited provides its services to you. Please read them carefully before agreeing to them.
If there is anything in these Terms & Conditions that you do not understand or would like us to clarify, please contact us at info@urbanwellness.co.uk before agreeing to them.
IMPORTANT: These Terms govern the purchase and provision of Urban Wellness client services. They are separate from the Website Terms of Use and Privacy Policy. Please read them before booking.
Last updated: 25 September 2026
1. ABOUT THESE TERMS
1.1 These Terms & Conditions (Terms) apply when you purchase or receive services from Urban Wellness UK Limited (Urban Wellness, we, us or our). They form part of the contract between you and us.
1.2 Urban Wellness UK Limited is a company registered in England and Wales under company number 07077699. Our registered office is 9 Linnet Avenue, Barton, Preston, Lancashire PR3 5AW. You can contact us at info@urbanwellness.co.uk.
1.3 Please read these Terms before booking. By booking or purchasing a Service, and where the booking process asks you to confirm acceptance, you agree to be bound by these Terms.
1.4 Nothing in these Terms affects rights you have under consumer law which cannot lawfully be excluded or restricted.
1.5 When you submit a booking or request to purchase a Service, you are asking us to provide that Service to you. A Contract is formed when we accept your booking or purchase and confirm that we are able to provide the Service. If we are unable to accept your booking or provide the Service, we will let you know and refund any amount you have paid for that Service.
2. DEFINITIONS AND NUTRITIONAL THERAPY
2.1 In these Terms:
- 'Clarity Call' means a paid 30-minute introductory conversation described in clause 4.
- 'Consultation' means an Initial Consultation / First Session, follow-up consultation or other booked clinical appointment.
- 'Contract' means the agreement between you and Urban Wellness for the relevant Service.
- 'Nutritional Therapist' means a Practitioner engaged by Urban Wellness to provide Nutritional Therapy Services.
- 'Practitioner' means the individual practitioner engaged by Urban Wellness to provide all or part of a Service to you.
- 'Programme' means a package of Services provided over a defined period, including any 3-month or 6-month programme.
- 'Protocol' means the personalised nutrition, lifestyle, supplement and/or other recommendations provided to you by a Practitioner as part of the relevant Service.
- 'Service' means any Clarity Call, Consultation, Programme, Nutritional Therapy service or other service provided by or through Urban Wellness.
- 'Urban Wellness', 'we', 'us' or 'our' means Urban Wellness UK Limited.
- 'You' or 'your' means the person purchasing or receiving the relevant Service.
2.2 Where your service includes Nutritional Therapy, the following applies:
Nutritional Therapy is the application of nutrition science in the promotion of health, peak performance and individual care. Nutritional Therapists use a wide range of tools to assess and identify potential nutritional imbalances and understand how these may contribute to an individual’s symptoms and health concerns. This approach allows them to work with individuals to address nutritional balance and help support the body towards maintaining health.
Nutritional Therapy is recognised as a complementary medicine and is relevant for individuals with chronic conditions, as well as those looking for support to enhance their health and wellbeing.
Nutritional Therapists consider each individual to be unique and recommend personalised nutrition and lifestyle programmes rather than a ‘one size fits all’ approach. They do not recommend Nutritional Therapy as a replacement for medical advice and will refer clients with ‘red flag’ signs or symptoms to an appropriate medical professional. Where appropriate, they may also work alongside and communicate with other healthcare professionals involved in your care.
2.3 Nutritional Therapists do not diagnose, treat or claim to cure medical conditions. Nutritional Therapy recommendations are personalised to the individual client and are intended to complement, rather than replace, appropriate medical advice, diagnosis or treatment.
2.4 The exact Services included in your purchase, their duration and the applicable fees will be set out in the booking information, Practice Better, programme information, invoice or other written confirmation provided to you.
3. NATURE & SCOPE OF OUR SERVICES
3.1 Urban Wellness is an online multidisciplinary clinic providing personalised nutrition, functional medicine and related wellbeing support. The practitioner and scope of work will depend on the Service you purchase.
3.2 Nutritional and functional medicine services are complementary to, and are not a replacement for, medical diagnosis, treatment or emergency care. We do not advise you to stop, start or alter prescribed medication without the involvement of the appropriately qualified prescribing clinician.
3.3 Where relevant, we may recommend that you discuss symptoms, medication, investigations or treatment with your GP, psychiatrist, consultant or another regulated healthcare professional.
3.4 If you are experiencing a medical or mental-health emergency, you should use the appropriate emergency or urgent-care service rather than waiting for a response from Urban Wellness.
3.5 We will provide Services with reasonable care and skill. We do not guarantee a particular clinical, health, weight, symptom or other outcome, because outcomes depend on many factors outside our control, including individual circumstances and engagement with recommendations.
3.6 Practitioners will provide Services within the scope of their qualifications, training and professional competence. Where a Practitioner is registered with a professional or regulatory body, they will practise in accordance with the applicable professional standards, codes of conduct and requirements of that body. All Urban Wellness Nutritional Therapists are British Association for Nutrition and Lifestyle Medicine (BANT) members, and Complementary and Natural Healthcare Council (CNHC) registered.
3.7 We may make reasonable changes to a Service where necessary to deal with technical or operational issues, comply with changes in law, regulation or professional requirements, or make minor improvements to the way the Service is delivered. Where a change would materially affect the Service you have purchased, we will tell you in advance where reasonably possible and discuss the options available to you. Nothing in this clause affects your statutory consumer rights.
4. CLARITY CALLS
4.1 A Clarity Call is a paid 30-minute introductory conversation designed to help you talk through your main concerns, ask questions and understand whether our approach may be suitable for you. The current fee will be shown at the time of booking.
4.2 A Clarity Call is not a clinical consultation. We do not provide personalised nutrition or functional medicine recommendations, interpret test results, recommend supplements or provide an individual nutrition or health plan during a Clarity Call.
4.3 The fee for a Clarity Call will be shown at the time of booking. Payment is subject to the payment provisions in these Terms.
4.4 Clarity Calls are subject to the 48-hour appointment cancellation and rescheduling provisions in clause 9 and to your statutory cancellation rights in clause 8.
4.5 If you book a Clarity Call or other Service to take place within the statutory 14-day cancellation period, the booking process will ask you to confirm that you expressly request us to begin providing the Service during that period. The statutory cancellation provisions in these Terms explain the effect of starting or fully performing a Service during the cancellation period.
4.6 A Clarity Call does not guarantee that we will recommend or agree to provide a particular Service or Programme. Following the call, we may recommend a Service we consider appropriate, suggest that you work with a different Practitioner or professional, recommend additional professional support, or explain that we do not consider Urban Wellness to be the appropriate service for your needs.
5. BOOKING, SUITABILITY, AND INFORMATION YOU PROVIDE
5.1 Services may be booked through Practice Better or by another booking method that we make available. You are responsible for providing complete and accurate information when making a booking and for checking that the Service, Practitioner, appointment date and other booking details are correct.
5.2 Before we provide a clinical Service, you must complete any health questionnaires, consent forms, intake forms or other information reasonably requested by us and provide information that is complete, accurate and up to date to the best of your knowledge. This may include information about your health, medical history, diagnoses, symptoms, prescribed and over-the-counter medication, supplements, allergies, relevant investigations and other healthcare or treatment you are receiving.
5.3 If you do not provide information or complete forms that we reasonably require in order to provide a Service safely and appropriately, we may need to postpone the Service until the information has been provided. In some circumstances, we may decide that we are unable to provide or continue the Service. We will explain this to you where reasonably possible.
5.4 We may review the information you provide to determine whether a particular Service or Practitioner is appropriate for your needs. We may ask for further information before confirming or providing a Service and, where appropriate, may recommend a different Urban Wellness Service or Practitioner.
5.5 We may decline to provide a Service where we reasonably consider that the Service is not appropriate for your needs, is outside the Practitioner’s scope of practice or professional competence, or cannot be provided safely or appropriately in the circumstances. If we decline a Service before it has been provided, we will refund any amount you have paid for that Service, unless another lawful arrangement has been agreed with you.
5.6 Unless we expressly agree otherwise, Consultations are provided online. You are responsible for having a suitable internet connection, compatible device and a private environment in which to attend your appointment. We are not responsible for technical problems with your own equipment or internet connection, although we will act reasonably in deciding how to proceed if technical difficulties prevent an appointment from taking place as planned.
6. REFERRAL AND ADDITIONAL PROFESSIONAL SUPPORT
6.1 As our work progresses, we may identify that your needs would be better supported by a Practitioner with different or more specialist expertise. We may discuss transferring or referring some or all of your care to another Practitioner within Urban Wellness or to an appropriately qualified professional or service outside Urban Wellness.
6.2 We may also recommend involving additional professional support alongside your work with us where we believe this would be beneficial or appropriate. This might include, for example, support from your GP or consultant, a psychotherapist or other mental health professional, an HRT or menopause specialist, or another appropriately qualified healthcare professional.
6.3 We will discuss the reasons for any proposed referral or additional professional support with you. Where appropriate, we may liaise with another professional involved in your care and share relevant information with them, with your consent or where otherwise permitted or required by law or our professional obligations. Any sharing of personal information will be handled in accordance with our Privacy Policy and applicable data-protection law.
6.4 Any additional professional or specialist service is not included in your Urban Wellness fees unless we expressly tell you otherwise. We will explain any additional Urban Wellness fees before you agree to the additional service. Where you choose to work with an independent professional or service outside Urban Wellness, their fees and terms will be agreed directly between you and that provider.
6.5 A recommendation or referral does not normally oblige you to purchase or engage an additional service. However, there may be circumstances where we reasonably consider that we cannot safely, appropriately or professionally continue providing some or all of our Services without appropriate involvement from another healthcare or other suitably qualified professional. If this occurs, we will explain our concerns and discuss the appropriate next steps with you.
7. FEES, PROGRAMMES AND ADDITIONAL WORK
7.1 The price of a Service will be shown or confirmed before you purchase it. Fees are inclusive of VAT where VAT is applicable unless we clearly state otherwise.
7.2 Payment for all Services must be made at the time of booking or, where payment is not taken at booking, no later than 48 hours before the relevant appointment, unless we have expressly agreed otherwise in writing. This applies to Clarity Calls, Initial Consultations / First Sessions, follow-up or one-off Consultations and payments due in connection with a 3-month or 6-month Programme.
Where a Programme is paid by instalments, each instalment must be paid by the due date shown in your payment plan and, in all cases, any payment required before an appointment must have been received no later than 48 hours before that appointment.
7.3 Where a Programme is paid by instalments, the instalments are a payment arrangement for the total Programme fee; they do not create separate monthly contracts.
7.4 Our 3-month and 6-month Programmes are provided for a defined period, which will be confirmed when you purchase the Programme. The Programme fee is for access to the Services and support included within that Programme during the agreed period and is not calculated solely by reference to the number of Consultations you attend.
7.5 You are responsible for booking and using the Consultations and other Services included within your Programme during the Programme period. Unless we agree otherwise in writing, unused Consultations, support or other Programme elements expire at the end of the Programme period and cannot be carried forward, exchanged for cash or used after the Programme has ended.
7.6 We may agree to pause or extend a Programme in exceptional circumstances. Any pause or extension must be agreed by us in writing and does not arise automatically because appointments, support or other Programme elements have not been used.
7.7 If you wish to end a Programme before its agreed expiry date, the provisions on ending a Programme in these Terms will apply. Any amount payable following early termination will be determined in accordance with those provisions and your statutory rights. We will not rely on this clause to impose an unlawful or disproportionate cancellation charge.
7.8 The Services included in your Programme or booking are those described when you purchase them. Work requested outside that scope may be charged separately.
7.9 Additional clinical work may include, for example, preparing or substantially revising a detailed nutrition or supplement protocol outside a scheduled Consultation, reviewing substantial additional information or records, preparing reports or letters, or other practitioner work beyond the Services included in your purchase.
7.10 Where additional clinical work is not included in your Service, an additional fee may apply. We will tell you what the fee will be before carrying out the work and will not undertake chargeable additional work without first informing you of the fee and obtaining your agreement.
7.11 Reasonable brief administrative communication and routine coordination connected with your Service are not treated as additional clinical work. A request requiring substantive clinical advice, review or practitioner time outside booked appointments may require an additional Consultation or fee, which will be explained in advance.
7.12 If a payment is overdue or a scheduled payment fails, we may suspend or postpone non-urgent Services, including appointments, until the outstanding amount has been paid, provided that doing so is lawful and clinically appropriate. We will contact you before doing so. Any outstanding sums properly due under your Contract remain payable.
7.13 We may change our fees from time to time. Any change will not affect the price of a Service or Programme you have already purchased, unless a change is required by law or you agree to a change in the Service that affects the price. Any new or renewed Service will be charged at the fee applicable when it is purchased.
8. YOUR STATUTORY RIGHT TO CANCEL A CONTRACT
8.1 If you are a consumer and enter into a Contract with us online, by telephone or otherwise at a distance, you will normally have a legal right to cancel the Contract within 14 days without giving a reason. For a service contract, the cancellation period normally begins when the Contract is entered into.
8.2 To exercise this statutory right, you must tell us clearly that you wish to cancel before the cancellation period expires. You may contact us at info@urbanwellness.co.uk. You do not have to use any particular wording.
8.3 If you expressly ask us to begin providing a Service during the 14-day cancellation period and then exercise your statutory right to cancel before the Service has been fully performed, you may be required to pay an amount proportionate to the Service supplied up to the time you tell us you wish to cancel, where the law permits this.
8.4 If a Service is fully performed during the 14-day cancellation period after you have expressly requested that the Service begins during that period and acknowledged that you will lose your statutory right to cancel once the Service has been fully performed, your statutory right to cancel that Service may end once performance is complete.
8.5 Where a statutory refund is due, we will make it without undue delay and, in any event, within the period required by law. Unless you expressly agree otherwise, we will normally use the same means of payment you used for the original transaction and will not charge a fee for making the refund.
8.6 Your statutory cancellation right is separate from our appointment cancellation and rescheduling policy. Nothing in that policy removes or restricts any statutory cancellation or refund right you may have.
9. CANCELLING OR RESCHEDULING AN APPOINTMENT
9.1 You may cancel or reschedule a Clarity Call, Initial Consultation / First Session, follow-up Consultation or other individual appointment by giving us at least 48 hours' notice before the scheduled start time.
9.2 Where you give us at least 48 hours' notice for a separately purchased appointment, you may choose to reschedule the appointment, subject to availability, or cancel it and receive a refund of the amount paid for that appointment. We will normally process the refund within 48 hours of the cancellation. Once processed, it may take approximately 7–10 days for the refund to appear on your original payment method, depending on your bank or payment provider.
Where the appointment forms part of a Programme, you may reschedule it subject to availability, but any replacement appointment must normally take place before the Programme expiry date.
9.3 If you cancel or ask to reschedule with less than 48 hours' notice, or fail to attend, we may retain the appointment fee or, where the appointment is included in a Programme, treat the appointment as used. This reflects the Practitioner time reserved for you and the reduced opportunity to offer that time to another client.
9.4 We may waive or reduce a late-cancellation charge, or allow an appointment to be rescheduled, in exceptional circumstances. Any decision to do so will be considered on a case-by-case basis and does not create an entitlement to the same arrangement in another case.
9.5 If we need to cancel or reschedule an appointment, we will give you as much notice as reasonably possible and offer a replacement appointment. If we cancel a separately purchased appointment and cannot provide a suitable alternative, we will refund the amount paid for that appointment. If the appointment forms part of a Programme, we will arrange a replacement appointment and, where reasonably necessary, take the cancellation into account when considering the Programme expiry date.
9.6 Nothing in this section affects your statutory rights, including any statutory cancellation or refund rights described elsewhere in these Terms.
9.7 Please arrive on time for your appointment. If you arrive late, the appointment will normally still end at the originally scheduled time so that we can meet our commitments to other clients.
If you have not joined or otherwise made contact with us within 15 minutes of the scheduled start time, we may treat the appointment as a non-attendance and the Practitioner will not be required to remain available for the rest of the appointment. The appointment fee may be retained or, where the appointment forms part of a Programme, the appointment may be treated as used, in accordance with the late-cancellation provisions above.
10. ENDING OR SUSPENDING A PROGRAMME OR SERVICE
10.1 After any statutory cancellation period has ended, you may end a Programme before its agreed expiry date by telling us in writing. We will confirm the financial consequences of early termination, taking into account the Services already supplied, costs reasonably incurred or committed, any sums already paid and costs we can reasonably avoid because the Programme is ending.
10.2 Any charge made because you end a Programme early will be fair and proportionate and will not exceed what we are lawfully entitled to recover. We will take reasonable account of costs we save or can mitigate as a result of the early termination.
10.3 We may suspend or end a Service where:
(a) you seriously or repeatedly breach these Terms;
(b) a payment properly due under your Contract remains unpaid;
(c) you do not provide information, forms or reasonable cooperation that we need in order to provide the Service safely and appropriately;
(d) you behave towards a Practitioner, member of our team or another person in a way that is abusive, threatening, discriminatory or unsafe;
(e) there has been a breakdown in the professional relationship which means that the Service can no longer reasonably continue; or
(f) we reasonably consider that continuing the Service would be unsafe, inappropriate, outside the Practitioner’s scope of practice or professional competence, or inconsistent with applicable professional or legal obligations.
10.4 Where reasonably possible, we will explain the reason and give you an opportunity to address a remediable issue before ending the Service. This may not be possible where immediate action is reasonably necessary for safety, professional, safeguarding or legal reasons.
10.5 If we end a prepaid Service for reasons that are not the result of a breach of these Terms by you, we will refund any amount you have paid that is properly attributable to Services that will not be provided, subject to your statutory rights and applicable law.
10.6 Where a clinical Service ends, we will take reasonable steps, where appropriate, to explain any recommended next steps. This may include recommending that you contact your GP, consultant or another healthcare professional, or discussing referral or transfer to another Practitioner or service. Any transfer or sharing of your personal information will be handled in accordance with these Terms, our Privacy Policy and applicable professional and legal obligations.
11. CLIENT ACKNOWLEDGEMENTS & RESPONSIBILITIES
11.1 You understand that Services and recommendations are personalised to you and your individual circumstances. People may respond differently to similar nutrition, lifestyle, supplement or other recommendations, and the degree and speed of benefit may vary. We cannot guarantee a particular outcome.
11.2 Recommendations provided to you are based on the information available about your individual circumstances and are intended for your personal use. You should not apply your personalised recommendations to another person or encourage another person to follow them, as they may not be appropriate or safe for that person.
11.3 During the period in which we are providing Services to you, you must tell your Practitioner about relevant changes to your health, symptoms, diagnoses, prescribed or over-the-counter medication, supplements, allergies, investigations or other treatment or healthcare you are receiving. This is important because a change in your circumstances may affect whether previous recommendations remain appropriate.
11.4 If you experience an unexpected or concerning reaction, symptom or adverse effect which you think may be connected with a nutrition, lifestyle, supplement or other recommendation, you should stop or pause the relevant recommendation where appropriate and contact your Practitioner for guidance. If symptoms are severe, urgent or otherwise cause you concern, you should seek appropriate medical advice or urgent medical care rather than waiting for a response from Urban Wellness.
11.5 You should review your recommendations carefully and ask your Practitioner if anything is unclear. If you are unsure about a recommendation, including how or when to follow it, the amount or duration of a supplement, or whether it remains appropriate following a change in your health or medication, you should seek clarification before proceeding.
11.6 The decision whether to follow a recommendation, including whether to make dietary or lifestyle changes or take a recommended supplement, remains yours. If you choose to take supplements recommended as part of your Service, you should follow the recommended dose and duration and should not increase the recommended dose or add other supplements to your Protocol without discussing this with your Practitioner or another suitably qualified healthcare professional.
11.7 You remain responsible for decisions about your health and may choose whether to accept or decline our recommendations. If you choose not to follow recommendations that we consider important to the safe or effective provision of your Service, we may discuss whether the Service remains appropriate for you. In some circumstances, we may be unable to continue providing the Service safely or professionally, in which case the provisions on ending a Service in these Terms will apply.
11.8 Recommendations are made on the basis of your circumstances and the information available at the time they are provided. Where a recommendation or Protocol specifies a duration or review date, you should follow that timeframe and should not assume that a recommendation remains appropriate indefinitely. Specific requirements relating to the review and continued use of supplements are set out elsewhere in these Terms.
12. TESTS, SUPPLEMENTS AND THIRD PARTY PRODUCTS OR SERVICES
12.1 Where appropriate, a Practitioner may recommend or discuss laboratory testing, supplements, products or services provided by third parties. Whether these are appropriate will depend on your individual circumstances and the scope of the Service being provided to you.
12.2 Unless we expressly state that they are included in the Service or Programme you have purchased, laboratory tests, supplements, products and third-party services are not included in Urban Wellness fees. They may involve separate charges payable to Urban Wellness or directly to the relevant third-party provider. Where a separate charge is payable to Urban Wellness, we will tell you the cost before you agree to purchase it.
12.3 Third-party laboratories, pharmacies, supplement companies, manufacturers, suppliers and other independent providers are responsible for the products and services they supply and for their own terms and conditions. We are not responsible for matters outside our reasonable control or for the acts or omissions of an independent third-party provider, but nothing in these Terms excludes or limits any responsibility or liability that cannot lawfully be excluded.
12.4 You must tell your Practitioner about prescribed and over-the-counter medication, supplements and herbal products you are taking, as well as relevant allergies, diagnoses and changes to your health or treatment. You must also tell your Practitioner if these change while we are working with you. You remain responsible for discussing any proposed change to prescribed medication with the relevant prescriber.
12.5 Where we recommend a supplement, laboratory test, product, professional or other third-party service, Urban Wellness UK Limited or, where applicable, a Practitioner may have a practitioner account, affiliate arrangement, referral arrangement or other commercial relationship with the relevant provider. This means that we may receive a commission, referral fee, discount or other financial benefit if you purchase or engage a product or service through our link, code, account or referral.
12.6 You are not obliged to use a particular supplier or provider because we have such an arrangement. Where a suitable alternative is reasonably available, you may choose to purchase or obtain the product or service elsewhere. Our recommendations are based on what we consider appropriate for your needs and are not determined by whether Urban Wellness or a Practitioner receives a financial benefit.
12.7 We may make practitioner discounts or other preferential purchasing arrangements available to clients. The amount and availability of any discount may change from time to time and may depend on the relevant supplier's terms. Access to a discount or practitioner purchasing facility does not mean that a supplement or other product remains appropriate for continued or indefinite use.
12.8 Supplement recommendations should be clinically reviewed at least every three months, or sooner where your Practitioner advises this or where there is a relevant change in your health, symptoms, medication, other supplements or circumstances. Some supplements are recommended only for a limited period and should not be continued beyond the advised duration without an appropriate review.
12.9 If your supplement recommendations have not been reviewed for six months or more, we may suspend or remove access to an Urban Wellness practitioner discount, supplier account, referral facility or other purchasing arrangement until an appropriate review has taken place. We may also do this sooner where we reasonably consider that a clinical review is needed before continued use. Access may be restored following a review where the Practitioner considers that the recommendations remain appropriate.
12.10 Any practitioner discount, supplier account, referral link or purchasing arrangement is provided as a convenience and does not guarantee the continued availability, price, quality or suitability of a particular product. Suppliers may change their products, formulations, prices, discounts or availability independently of Urban Wellness.
13. COMMUNICATION, CONFIDENTIALITY & RECORDS
13.1 We will handle personal information in accordance with applicable data-protection law and our Privacy Policy.
13.2 Further information about how we collect, use, store and protect your personal information, and about your data protection rights, is set out in our Privacy Policy at www.urbanwellness.co.uk/privacy-policy
13.3 Information you share with us as part of your Service will be treated as confidential and handled in accordance with applicable data-protection law, professional obligations and these Terms. Confidentiality is subject to the limited circumstances described below in which information may lawfully or professionally need to be shared.
13.4 We use appropriate systems and measures for storing clinical records and communicating personal information. Where you choose to send health or other sensitive information by ordinary email, text message or another communication method that may offer less security than our designated clinical systems, you should be aware of the security limitations associated with that method.
13.5 We will not normally share your confidential clinical information with another person or organisation without an appropriate lawful basis. However, we may share relevant information where:
(a) you have asked or authorised us to do so;
(b) it is appropriate for your care and we have an appropriate lawful basis to share it;
(c) we are required or permitted to do so by law;
(d) disclosure is reasonably necessary to comply with our professional, regulatory or insurance obligations; or
(e) we reasonably consider that disclosure is necessary in connection with safeguarding, a serious risk of harm or another situation in which there is a lawful or professional duty to act.
Where reasonably possible and appropriate, we will discuss a disclosure with you before it is made. We will aim to share only the information reasonably necessary for the relevant purpose.
13.6 Where appropriate, we may recommend communicating with your GP, consultant or another healthcare professional involved in your care. We will normally discuss this with you and obtain any consent or authorisation required before sharing information, unless disclosure without your consent is permitted or required by law or applicable professional obligations.
13.7 Your information may be accessed within Urban Wellness by Practitioners and authorised members of our team where reasonably necessary to provide or administer your Service, coordinate your care, maintain appropriate clinical records or meet our legal and professional obligations. Access will be limited to those who have an appropriate reason to use the information.
13.8 We will maintain appropriate clinical and business records relating to the Services we provide. In accordance with applicable professional record-keeping requirements, clinical records relating to an adult client will normally be retained for 8 years from the date of the client’s last Consultation.
Where the client is a child or young person, clinical records will normally be retained until their 25th birthday. Where the client was aged 17 when Nutritional Therapy ended, records will normally be retained until their 26th birthday.
Financial and accounting records will be retained for the period required by applicable tax and accounting requirements.
Further information about how we retain and securely dispose of personal information, and your rights in relation to it, is set out in our Privacy Policy at www.urbanwellness.co.uk/privacy-policy.
13.9 You are responsible for ensuring that the contact details you provide to us are accurate and up to date. Please tell us if your email address, telephone number or other relevant contact information changes while we are providing Services to you.
14. RECORDING AND AI-ASSISTED NOTETAKING
14.1 Urban Wellness uses audio recording and AI-assisted transcription technology to support accurate record-keeping, continuity of care and the delivery of our Services.
14.2 Clarity Calls are audio-recorded. AI-assisted transcription may also be used to create a written transcript of a Clarity Call. You will be informed that the call is recorded before you book.
14.3 Clinical Consultations are audio-recorded using the recording facilities within Practice Better. Practice Better's AI-assisted transcription technology is used to create a written transcript of the Consultation.
14.4 Audio recordings and associated transcripts may be retained as part of your client record and accessed by your Practitioner where appropriate for your care, record-keeping and the provision of our Services.
14.5 AI-generated transcripts may contain errors, omissions or inaccuracies. They are used as an aid to clinical record-keeping and are not necessarily reviewed word-for-word against the audio recording after every Consultation. Where accuracy is particularly important, your Practitioner may refer back to the original audio recording or other information in your client record.
14.6 AI-assisted transcription is not used to make automated decisions about your care. Clinical decisions and recommendations are made by your Practitioner.
14.7 Recordings and transcripts are treated as confidential client information and handled in accordance with our Privacy Policy, which explains in more detail how we collect, use, store, share and retain personal information.
15. INTELLECTUAL PROPERTY AND USE OF MATERIALS
15.1 Any plans, Protocols, handouts, guides, worksheets, educational resources, presentations, videos, recordings or other materials provided to you by Urban Wellness or a Practitioner as part of a Service (Materials) are provided for your personal use in connection with the Service.
15.2 Unless otherwise stated, Urban Wellness UK Limited or the relevant third-party owner retains all intellectual property rights in the Materials. Providing Materials to you does not transfer ownership of those rights to you.
15.3 We grant you a limited, non-exclusive, non-transferable licence to use the Materials for your own personal, non-commercial use for the purposes for which they were provided.
15.4 Unless we have given you prior written permission, you must not copy, reproduce, publish, upload, distribute, share, sell, license, adapt or otherwise make our proprietary Materials available to another person or use them for commercial, professional, teaching or training purposes, except to the extent permitted by law.
15.5 Nothing in this section prevents you from sharing relevant information from your personal plan or Protocol with a healthcare professional or other professional involved in your care where this is reasonably necessary for your health or treatment.
15.6 Materials supplied by a third party may also be subject to that provider's intellectual property rights, licence terms or conditions of use. You must comply with any such terms that are brought to your attention.
16. LIABILITY
16.1 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or statutory consumer right that cannot lawfully be excluded or restricted.
16.2 We will provide our Services with reasonable care and skill. If we fail to comply with these Terms, we are responsible for loss or damage that is a foreseeable result of our breach of the Contract or our failure to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable.
16.3 Loss or damage is foreseeable if it is obvious that it will happen or if, when the Contract was entered into, both you and we knew that it might happen, for example because you had discussed it with us.
16.4 Where you purchase Services wholly or mainly for personal purposes, we are not responsible for business losses arising from your use of those Services, including loss of profit, loss of business, loss of business opportunity or business interruption.
16.5 We are not responsible for delay or failure to provide a Service where this is caused by an event outside our reasonable control. If such an event materially affects your Service, we will take reasonable steps to minimise its effect and will contact you where appropriate. Where the event significantly affects our ability to provide the Service, we will discuss reasonable alternative arrangements with you.
16.6 Nothing in this section affects your statutory consumer rights or any other rights or remedies that cannot lawfully be excluded or restricted.
17. COMPLAINTS
17.1 If you are unhappy with any aspect of a Service, please contact us as soon as reasonably possible at info@urbanwellness.co.uk so that we have an opportunity to understand your concerns and try to resolve the matter.
17.2 We will consider complaints fairly and may ask you for further information where this is reasonably necessary to investigate or respond to your concerns. Where appropriate, we will explain the outcome of our review and any action we propose to take.
17.3 Where your complaint concerns the professional conduct or practice of an individual Practitioner who is a member of, or registered with, a professional or regulatory body, you may also have the right to raise your concerns through that body's complaints procedure. Where appropriate, we will provide information about the relevant external complaints route.
17.4 Urban Wellness Nutritional Therapists are members of the British Association for Nutrition and Lifestyle Medicine (BANT) and are registered with the Complementary and Natural Healthcare Council (CNHC). BANT and CNHC operate complaints procedures in relation to matters within their respective remit.
17.5 Nothing in our complaints process affects your statutory rights or prevents you from seeking independent advice or using any regulatory, professional, dispute-resolution or legal route available to you.
18. CHANGES TO THESE TERMS
18.1 We may update these Terms from time to time, including to reflect changes to our Services, business practices, professional or regulatory requirements, or applicable law. Updated Terms will apply to Services or Programmes purchased after the updated Terms take effect.
18.2 The version of these Terms that applies to an existing Contract will normally be the version provided or made available to you when that Contract was entered into. We will not make a material change to an existing Contract simply by publishing a new version of these Terms on our website.
18.3 We may make a change to an existing Contract where the change is required by law, regulation or an applicable professional requirement, or where you expressly agree to the change. Where a change materially affects the Service you have purchased, we will tell you about it in advance where reasonably possible and explain any relevant effect on your Service.
18.4 The current version of these Terms may be published on our website. You should retain the copy or confirmation provided to you in connection with your booking or purchase.
19. GENERAL PROVISIONS
19.1 Entire agreement. These Terms, together with the booking information and any other documents or terms expressly incorporated into your Contract, set out the agreement between you and Urban Wellness for the relevant Service. They replace any previous agreement or understanding between you and us relating to that Service. Nothing in this clause excludes or limits liability for fraud or fraudulent misrepresentation or affects any information or statement that forms part of the Contract by law.
19.2 Agreed changes. Where you and Urban Wellness agree to change an existing Contract, Programme or Service, we will confirm any material change in writing, which may include confirmation by email or through our practice-management system.
19.3 Personal nature of the Service. Services and Programmes purchased for you are personal to you and may not be transferred to, shared with or used by another person unless we expressly agree otherwise in writing.
19.4 Transfer by Urban Wellness. We may transfer our rights or obligations under a Contract to another organisation where this does not reduce your rights under the Contract or materially disadvantage you. We will tell you in writing if such a transfer materially affects your Contract.
19.5 Severability. If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in effect.
19.6 Waiver. If we do not insist immediately that you comply with an obligation under these Terms, or if we delay in exercising a right or remedy, this does not mean that we have waived that right or that you do not have to comply with the obligation.
19.7 Third-party rights. Unless these Terms expressly state otherwise, no person other than you and Urban Wellness UK Limited has a right to enforce the Contract under the Contracts (Rights of Third Parties) Act 1999.
19.8 Continuing provisions. Any provision of these Terms which by its nature is intended to continue after a Contract ends will continue to apply. This includes, where relevant, provisions relating to outstanding payments, confidentiality, clinical records, intellectual property and liability.
19.9 Governing law. These Terms and the Contract between you and Urban Wellness are governed by the law of England and Wales.
19.10 UK consumers. If you are a consumer resident in Scotland or Northern Ireland, you may also be entitled to bring proceedings in the courts of the part of the United Kingdom in which you live, where applicable law gives you that right.
19.11 International clients. If you live outside the United Kingdom, the law of the country in which you live may give you mandatory consumer rights or rights relating to where proceedings may be brought. Nothing in these Terms is intended to deprive you of any mandatory rights that apply to you and which cannot lawfully be excluded or restricted.
20. CONTACT DETAILS
20.1 Urban Wellness UK Limited, company number 07077699.
20.2 Registered office: 9 Linnet Avenue, Barton, Preston, Lancashire, PR3 5AW
20.3 Email: info@urbanwellness.co.uk.
20.4 Website: www.urbanwellness.co.uk