Terms and Conditions
Our full Terms and Conditions are listed below. If you have any questions, please feel free to contact us.
Practitioner Obligations
The term ‘practitioner’ refers to all professionals providing services through the Adults’ Wellness Centre, including but not limited to counsellors, psychotherapists, psychologists, occupational therapists, speech and language therapists, nutritional therapists, consultants, coaches, workshop facilitators, and any other therapists or healthcare professionals working within the Centre.
Our practitioners adopt a client-led approach and will offer advice, support, and recommendations for next steps; however, it remains the client’s responsibility to make decisions regarding their own care and wellbeing.
All practitioners hold appropriate professional qualifications, registrations, professional indemnity insurance, and where applicable, enhanced DBS certification. Practitioners work ethically within the framework and standards of their respective professional bodies.
The practitioner reserves the right to:
Decline or terminate a referral or service if it falls outside their area of expertise;
Suspend or discontinue services if the client fails to comply with these Terms and Conditions;
Withhold reports or documentation until outstanding fees have been paid in full.
Any information shared by clients with the practitioner or Adults’ Wellness Centre will be treated as confidential, except:
Where there is a safeguarding concern;
Where disclosure is required by law;
or in accordance with our Privacy Policy, Information Sharing Policy, and Confidentiality Policy.
Where a safeguarding concern is identified, all practitioners, management, and administrative staff have a duty of care to report concerns to appropriate external agencies where necessary.
All clinical notes, reports, and records remain the property of the individual practitioner and are securely stored in accordance with UK GDPR, the Data Protection Act 2018, and our Privacy Policy.
Client Obligations
Clients confirm that all information provided on referral, medical, consent, and booking forms is accurate, complete, and up to date at the time of booking. Clients must notify the Adults’ Wellness Centre promptly in writing of any changes to their information.
It is the client’s responsibility to inform the Centre and/or their practitioner of:
any relevant medical conditions;
medications;
allergies;
mental health concerns;
accessibility requirements;
or any other information that may impact the safe delivery of services.
Clients must not attend appointments, workshops, or sessions whilst suffering from a contagious illness or condition that may place others at risk.
Clients are expected to behave respectfully towards practitioners, staff, and other attendees whilst using the Centre and its services. The Adults’ Wellness Centre reserves the right to terminate services where behaviour is abusive, threatening, discriminatory, or inappropriate.
Prices and Service Descriptions
All prices are displayed on the website or confirmed at the time of booking. The Adults’ Wellness Centre reserves the right to amend prices and service descriptions at any time.
Payment Terms
Payment is typically made via BACS or Stripe. Clients will receive an invoice by email following booking confirmation. Appointments are only secured once payment has been received where advance payment is required.
If payment is not received by the stated deadline, the appointment may be offered to another client.
For late payments where services have already been delivered:
reminder invoices will first be issued by email;
if payment remains outstanding, clients may be contacted by telephone;
payment plans may be offered at the discretion of the Centre.
Invoices outstanding for more than 30 days may incur a late administration fee of £30.
In the event of continued non-payment:
interest may accrue at a rate of 8% above the Bank of England base rate;
an external debt recovery agency may be instructed;
and additional recovery costs may be charged to the client.
Stripe Payments
The Adults’ Wellness Centre uses Stripe, a third-party payment processor, to handle debit and credit card transactions.
By making a payment through Stripe, you agree to Stripe’s Terms of Service.
The Adults’ Wellness Centre is not responsible for errors, delays, or issues arising from Stripe’s systems or services. All payment processing is handled securely by Stripe using encrypted SSL technology.
No cardholder information is stored by The Adults’ Wellness Centre.
Clients must not use stolen or unauthorised payment cards when making payments.
Cancellations and Missed Appointments
The Adults’ Wellness Centre operates a strict cancellation policy.
Cancellation notice requirements may vary depending on the service booked and will be communicated at the time of booking.
Unless otherwise stated:
appointments cancelled with insufficient notice may be charged in full;
missed appointments (‘DNA’ appointments) are non-refundable;
and refunds cannot be provided for illness, or unforeseen circumstances.
This policy reflects the preparation time and appointment allocation required for each service.
Reports and Documentation
Some services may include written reports, assessment summaries, letters, or professional recommendations.
Unless there is a factual or technical error, reports cannot usually be amended once issued.
Clients are responsible for confirming whether private reports or assessments will be accepted by external organisations, including NHS services, employers, universities, insurers, or other agencies.
The Adults’ Wellness Centre cannot provide refunds where a third party declines to accept a private report or recommendation.
Complaints
If you are dissatisfied with any aspect of our services, please contact The Adults’ Wellness Centre as soon as possible so that we can attempt to resolve the matter promptly and fairly.
Complaints should be submitted in writing to the management team.
Clients also have the right to raise concerns directly with the relevant professional or regulatory body associated with their practitioner, such as the BACP, HCPC, UKCP, BANT or other governing organisations where applicable.
Refunds
Refunds will only be considered in exceptional circumstances and at the sole discretion of The Adults’ Wellness Centre following investigation of a formal complaint.
Refunds will not be issued for:
missed appointments;
late cancellations;
or services already delivered.
Privacy and Data Protection
Financial information entered during payment processing is not stored by The Adults’ Wellness Centre and will never be sold or shared with third parties except where required to process payments lawfully.
The Adults’ Wellness Centre complies with the UK GDPR and the Data Protection Act 2018.
By submitting your details through our website, you consent to being contacted regarding appointments, services, and relevant updates. You may opt out of marketing communications at any time.
A full copy of our Privacy Policy is available upon request or on our website.
Cookies
Our website may use cookies to improve user experience and provide website functionality.
Cookies do not store confidential information such as payment details or home addresses.
Users may adjust browser settings to refuse cookies if preferred.
General
The Adults’ Wellness Centre reserves the right to amend these Terms and Conditions at any time.
Additional policies and procedures relating to the operation of the Centre, health and safety, safeguarding, confidentiality, and data protection are available upon request from management.
All clients attending the Centre are expected to help maintain a safe, respectful, and inclusive environment for all service users and staff.
The Adult’s Wellness Centre has a policy of no nuts, or nut products being brought into the Centre by anyone using the services.