Terms of Service


Welcome to our website. This page (together with our Privacy Policy and Cookie Policy, Terms of Website Use and Health & Safety Policy) tells you information about us and the legal terms and conditions (Terms) on which we provide holistic health therapy (Services), listed on our website (our site) to you.

These Terms will apply to any contract between us for the provision of Services to you (Contract). Please read these Terms carefully and make sure that you understand them, before purchasing any Services from our site. Please note that before purchasing a Service you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to purchase any Service from our site.

You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time as set out in clause 5. Every time you wish to purchase Services, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were created on August 24, 2020 and most recently updated on April 1, 2022.

These Terms, and any Contract between us, are only in the English language.

1. INFORMATION ABOUT US

1.1 We operate the website www.thehealthmasterycollaborative.co.uk . The business is owned by Pascale MN Chaillet trading as The Health Mastery Collaborative with its place of business at St Andrews Centre, Mount Park Road, London W5 2RS.

1.2 Contacting us:

1.2.1. You can e-mail us at info@thehealthmasterycollaborative.co.uk or contact us by telephone on 074 4438 2847 or by post. If you are emailing us or writing to us, please include details of your purchase to help us to identify it.

1.2.2. If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

2. USE OF OUR SITE

Your use of our site is governed by our Terms of Website Use. Please take the time to read these, as they include important terms which apply to you.

3. HOW WE USE YOUR PERSONAL INFORMATION

We only use your personal information in accordance with our Privacy Policy. We use cookies on our site, details of which can be found in our Cookie Policy. Please take the time to read our Privacy Policy and Cookie Policy, as they include important terms which apply to you.

4. TREATMENT OF MINORS OR VULNERABLE ADULTS

You may only purchase Services from our site if you are at least 18 years old. If Services are being bought on behalf of a minor or a vulnerable adult, a parent or person with parental responsibility should always be present. It is also possible, if you prefer, to have a chaperone present for your own treatment. In any event we retain the ultimate decision as to whether a chaperone or responsible adult needs to be present.

5. OUR RIGHT TO VARY THESE TERMS

5.1. We may amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated and which Terms were changed. Every time you purchase Services from us, the Terms in force at the time of your purchase will apply to the Contract between you and us. We may revise these Terms as they apply to your purchase from time to time to reflect changes in relevant laws and regulatory requirements.

5.2. If we have to revise these Terms as they apply to your purchase, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes.Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.

6. PURCHASING THE SERVICES

6.1. Our Services pages will guide you through the steps you need to purchase our services and make an appointment using our appointment platform AcuityScheduling.com. All bookings are subject to AcuityScheduling.com’s Terms of Service which you can access here. Our purchasing process allows you to check and amend any errors before completing your purchase. Please take the time to read and check your purchase at each stage of the process.

After you purchase a service, you will receive an email from AcuityScheduling.com with links to the appointment booking calendar and account options.

6.2. Our booking site, AcuityScheduling.com, will confirm your purchase by sending you an e-mail confirmation (Acceptance Confirmation). For the avoidance of doubt, the first email confirming the first session is the Acceptance Confirmation and subsequent emails confirming subsequent sessions do not count for the purposes of the 14-day cancellation period referred to below. The Contract between us is subject to you returning the Informed Consent Form and any Sanitary Form required by the Government’s Regulation, and us being satisfied that it is safe to provide the Services to you as set out in clause 6.8 below.

6.3. It is your responsibility to book your online appointments. Should you not be able to access internet, you may phone or email The Health Mastery Collaborative.

6.4. Bookings can only be made once the Service has been successfully purchased. A link to the calendar and a link to create an account are included in the purchase confirmation email.

6.5. If we are unable to supply you with a Service, for example because that Service is no longer available or because of an error in the price on our site as referred to in clause 8.4, we will inform you of this by e-mail and we will refund you the full amount as soon as possible.

6.6. The catalogue of Healing Services available is set out on our site on the Healing pages.

6.7. All Healing Services must be paid for in advance, using the on-line payment facility.

6.8. Provision of the Healing Services is subject to our receiving:

6.8.1. the duly completed Informed Consent Form (which will be provided to you when you purchase your Services) at least 24 hours prior to your first session; and

6.8.2. any duly completed Sanitary Form required by Governement’s Regulation (which will be provided to you when you purchase your Services) at least 24 hours prior to each session that you take; and

6.8.3. in the case of in-person sessions, that your temperature check and any other checks are within the safe parameters.

7. CANCELLATION POLICY

7.1. Subject to Clause 7.3, if you are a consumer, you have a legal right to cancel your purchase during the period set out in Clause 7.2 below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive the Services, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

7.2. Your legal right to cancel a Contract starts from the date of the Acceptance Confirmation, which is when the Contract between us is formed. Your deadline for cancelling the Contract is 14 days after the date of the Acceptance Confirmation.

7.3. In all other instances, your right to cancel Services is as follows:

7.3.1 Taster and ad hoc sessions:

A taster or ad hoc session has a validity of 6 weeks from the Acceptance Confirmation during which you must book and attend the session. If you fail to attend, there are no refunds beyond the 14-day cooling off period in clause 7.2 above.

7.3.2 Package of 6 sessions:

A package of 6 sessions has a validity of 34 weeks from the Acceptance Confirmation during which you must book and attend the 6 sessions.

  • If you have attended 1 session, you are entitled to a refund of 2 sessions.

  • If you have attended 2 sessions, you are entitled to a refund of 1 session.

  • If you have attended 3 or more sessions, you are not entitled to a refund.

7.3.3 Package of 9 sessions:

A package of 9 sessions has a validity of 50 weeks from the Acceptance Confirmation during which you must book and attend the 9 sessions.

  • If you have attended 1 session, you are entitled to a refund of 3 sessions.

  • If you have attended 2 sessions, you are entitled to a refund of 2 sessions.

  • If you have attended 3 sessions, you are entitled to a refund of 1 session.

  • If you have attended 4 sessions or more sessions, you are not entitled to a refund.

7.3.4 Package of 12 sessions:

A package of 12 sessions has a validity of 68 weeks from the Acceptance Confirmation during which you must book and attend the 12 sessions.

  • If you have attended 1 session, you are entitled to a refund of 5 sessions.

  • If you have attended 2 sessions, you are entitled to a refund of 4 sessions.

  • If you have attended 3 sessions, you are entitled to a refund of 3 sessions.

  • If you have attended 4 sessions, you are entitled to a refund of 2 sessions.

  • If you have attended 5 sessions, you are entitled to a refund of 1 session.

  • If you have attended 6 or more, you are not entitled to a refund.

7.4. How to cancel or change a booking after the cooling-off period has elapsed:

A 24-hour notice applies to cancel or reschedule an appointment. We will send you an email to confirm the change or the cancellation.

7.5. Please note: The COVID19 pandemic or any other pandemic cannot be invoked as a reason for cancelling a therapy session. We have designed the package of Services deliberately so as to provide flexibility during these uncertain times. If you have an in-person session booked and must self-isolate, this in-person session will automatically be replaced by a remote session. If you refuse this replacement, the cancelled session will not be refunded, and the remaining sessions of the package will follow the cancellation rules as referred to in clauses 7.1, 7.2 or 7.3.

7.6. Failure to use the whole package:

If a package has not been fully consumed and you forget to book the next appointment, up to 3 reminder emails will be sent to you. Beyond these reminders and if you do not notify us of your wish to stop the course of therapy sessions, you will lose the remaining sessions once the package validity date has passed and you will not be entitled to a refund.

7.7. To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to fill in and submit the cancellation form from our website (This is also valid for cancelling the purchase of a healing service within 14 days). If you use this method, we will e-mail you to confirm we have received your cancellation. You can also e-mail us at info@thehealthmasterycollaborative.co.uk or contact us by telephone on 074 4438 2847 or by post. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

7.8. If you cancel your Contract, we will:

7.8.1. refund you the price you paid for the Services in accordance with clause 7.1 or 7.3 as appropriate; and

7.8.2. make any refunds due to you as soon as possible and in any event within 14 days after you inform us of your decision to cancel the Contract.

7.9. We will refund you on the credit card or debit card used by you to pay.

8. PRICES AND PAYMENT

8.1. The prices for the Services are calculated and payable in advance as set out at our appointment platform AcuityScheduling.com. We shall be under no obligation to provide the Services until the price has been paid in full.

8.2. The prices of the Services will be as quoted on our site at the time you submit your purchase. We take all reasonable care to ensure that the prices of Services are correct at the time when the relevant information was entered onto the system.

8.3. Prices for our Services may change from time to time, but changes will not affect any purchase you have already completed.

8.4. It is always possible that, despite our reasonable efforts, some of the Services on our site may be incorrectly priced. If we discover an error in the price of the Services you have purchased, we will contact you to inform you of this error and we will give you the option of continuing to purchase the Services at the correct price or cancelling your order. If we are unable to contact you using the contact details you provided during the purchase process, we will treat the purchase as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Services to you at the incorrect (lower) price.

8.5. You can only pay for Services using the methods specified by AcuityScheduling .com.

9. INTELLECTUAL PROPERTY

The content of our site and all Products sold via our site is protected by copyright, trademarks, database right and other intellectual property rights. You may retrieve and display the content of our site on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on our site or for sale from our site without written permission from us.

10. OUR LIABILITY TO YOU

10.1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this Contract.

10.2. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

10.3. We do not in any way exclude or limit our liability for:

  • a) death or personal injury caused by our negligence;

  • b) fraud or fraudulent misrepresentation; or

  • c) any liability which cannot be excluded by law.

10.4. The benefits and risks of our healing services have been outlined on our site and our Health & Safety Policy. Nevertheless, primary care by a licensed medical practitioner is strongly recommended and the Services should not be treated as a substitute for the medical advice of a doctor or any other healthcare professional. Always consult your own GP or other relevant healthcare professional if you are in any way concerned about your health.

10.5. It is your responsibility to ensure that the Services are suitable for your requirements. We are happy to offer advice, but accept no liability in the event that the Services do not meet your requirements.

10.6. We give no guarantee that by receiving the Services that you will experience success in any business or activity that you may carry on following the treatment.

10.7. We make no promise that materials on our site are appropriate or available for use in locations outside the United Kingdom and accessing our site from territories where its contents are illegal or unlawful is prohibited. If you choose to access our site from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws.

11. EVENTS OUTSIDE OUR CONTROL

11.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 11.2.

11.2. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

11.3. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

  • a) we will contact you as soon as reasonably possible to notify you; and

  • b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new appointment date with you after the Event Outside Our Control is over.

11.4. You may cancel a Contract affected by an Event Outside Our Control except in relation to a Covid 19 related cancellation as explained in clause 7.5. To cancel please contact us.

12. OTHER IMPORTANT TERMS

12.1. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you in writing if this happens.

12.2. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

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

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

12.5. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

12.6. Please note that these Terms are governed by English law. This means a Contract for the purchase of Services through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

Last updated on April 1, 2022.