Terms & Conditions

1. Definitions and Interpretation

1.1 Booking means your request to reserve a Session date and time for Services.

1.2 Session means a booked appointment for delivery of the Services.

1.3 Services means women’s health-focused movement and exercise support and external (non-invasive) soft tissue support, as described in these Terms and as agreed at the time of Booking.

1.4 Contract means the legally binding agreement formed in accordance with clause 2.

1.5 Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

1.6 Cancellation Policy means our Cancellation Policy (link above), which forms part of these Terms.

1.7 Headings are for convenience only and do not affect interpretation.

1.8 If there is any conflict between these Terms and the Cancellation Policy, the Cancellation Policy applies to the extent of the conflict for cancellations, rescheduling, and cancellation charges.

2. Formation of Contract

2.1 You may request a Booking via our website booking page (or by email where agreed).

2.2 A Contract is formed only when we confirm your Booking (for example by email or booking confirmation).

2.3 If we reasonably require additional information (for example, basic health or suitability information) we may delay confirmation, pause, or decline a Booking until that information is provided.

3. Nature of Services

3.1 Services are provided as women’s health-focused movement and exercise support and external soft tissue support. Services are not medical services and do not replace medical assessment, diagnosis, or treatment.

3.2 The content of each Session varies depending on your needs and what is appropriate on the day. We may modify, pause, or stop any activity or technique where we consider it unsuitable or unsafe.

3.3 We will provide the Services with reasonable care and skill, as required by section 49 of the Consumer Rights Act 2015. No specific outcomes are guaranteed beyond this statutory standard.

4. Exclusions and Boundaries

4.1 For safety and clarity, we do not provide (and you agree you are not booking) any of the following:

• medical diagnosis or claims to diagnose medical conditions;
• internal pelvic examinations or internal pelvic floor treatment;
• spinal manipulation or high-velocity thrust techniques;
• acupuncture with needles or any invasive procedures;
• prescribing, altering, or advising on prescription medication;
• ordering or clinically interpreting diagnostic imaging (for example MRI, X-ray, or ultrasound);
• issuing medical certificates, fit notes, or regulated clinical reports; or
• acting as a primary healthcare provider for complex or high-risk medical conditions.

4.2 If, at any point, it becomes apparent that your presentation or needs fall outside a safe scope for the Services, we may pause or discontinue the Services and recommend you seek appropriate medical advice.

5. Medical Disclaimer, Suitability and Informed Consent

5.1 No medical diagnosis or medical treatment is provided. You must seek advice from a GP or regulated healthcare professional for medical concerns.

5.2 You are responsible for deciding whether to proceed with the Services and for seeking urgent medical attention where appropriate.

5.3 You agree to tell us immediately if you feel unwell, dizzy, unusually short of breath, experience unexpected bleeding, new neurological symptoms, severe pain, or any other concerning symptoms during a Session.

5.4 If you are currently pregnant, recently postpartum (within 12 weeks), have had recent surgery, or have been advised by a healthcare professional to avoid exercise or manual therapy, you must inform us before booking. We may require written GP or specialist clearance before providing Services.

5.5 Before or at the time of your first Session, you will be asked to complete a health intake form. Providing accurate and complete information is a condition of us providing the Services.

5.6 By attending a Session and/or completing the health intake form, you confirm that you have read and understood these Terms, that you have disclosed all relevant health information, and that you agree to receive the Services as described.

5.7 Stopping Services and data needed to provide Services. You may stop receiving the Services at any time. If you withdraw or withhold information needed for us to provide the Services safely (including where you exercise data protection rights in a way that means we cannot access essential information), we may be unable to continue providing future Sessions. In that case:

• we will not charge you for Sessions not provided (subject to any cancellation charges that apply under the Cancellation Policy); and
• you remain liable for any sums due for Services already provided and any valid cancellation charges.

6. Client Responsibilities

6.1 You must provide accurate and complete information relevant to your health and inform us of any changes in your health status before or at each Session.

6.2 You participate voluntarily and agree to stop any activity that causes concerning symptoms and to tell us immediately.

6.3 You are responsible for following any guidance given during or after a Session in a safe manner and within your own capacity and comfort.

6.4 Infection control / illness. If you have symptoms of a contagious illness (for example fever, vomiting, diarrhoea, or a new infectious rash), you must notify us as soon as possible so we can reschedule safely.

7. Conduct, Safety, and Right to End a Session

7.1 We reserve the right to end a Session immediately and/or terminate this Contract with immediate effect if you behave in a manner that is threatening, abusive, inappropriate, unsafe, or that breaches our home practice rules in clause 10.

7.2 In such circumstances, the full Session fee for that Session remains payable and no refund will be given for any sums already paid.

7.3 Future bookings. We may decline to accept future Bookings where we reasonably consider it necessary for safety, professional boundaries, repeated non-attendance/late cancellations, or where the Services are not suitable. We will not refuse Bookings or end Services on the basis of any protected characteristic, and we will act in accordance with the Equality Act 2010.

8. Accompanying Persons (Including Babies/Infants)

8.1 Pre-crawling babies and infants are welcome to accompany you to Sessions only if agreed at the time of Booking. No other accompanying persons may attend unless agreed in advance.

8.2 You are solely responsible for the safety, supervision, and welfare of any accompanying person at all times during the Session and while on the practice premises.

8.3 We are not responsible for loss or damage to belongings brought onto the premises, or for injury, loss, or damage caused by an accompanying person, except to the extent caused by our negligence. Nothing in this clause limits or excludes liability where it would be unlawful to do so.

8.4 If the presence of an accompanying person makes it unsafe or impractical to continue a Session, we may pause or curtail the Session. In such circumstances, the full Session fee remains payable.

9. Location and Access

9.1 Sessions take place at our home practice location in Tynemouth, unless we agree an alternative in writing.

9.2 The home practice address is provided on booking confirmation. You must not attend the premises without a confirmed Booking.

9.3 No home visits are provided unless specifically arranged in advance. Where an alternative location is agreed, you must ensure safe and reasonable access and a suitable environment for the Session.

10. Home Practice Rules (Residential Setting)

10.1 Arrival window. To protect privacy and avoid overlap between Clients, please arrive no more than 5 minutes before your Session start time. If you arrive early, you may be asked to wait outside.

10.2 Late arrival. If you arrive late, the Session may still need to end at the originally scheduled time. The full fee remains payable.

10.3 Waiting / facilities. We do not operate a public waiting area. Toilet access is available on request, but may not be available if it would compromise privacy or safety.

10.4 Household environment. Sessions take place in a residential home. You acknowledge there may be normal household sounds and (where applicable) household members present elsewhere in the property. If you have allergies (including pet allergies) or accessibility needs, you must tell us before Booking so we can confirm suitability.

10.5 Belongings and valuables. Please keep belongings with you. We are not responsible for loss, theft, or damage to property brought onto the premises, except to the extent caused by our negligence.

10.6 Smoking, alcohol, drugs. The premises are smoke-free. You must not attend under the influence of alcohol or drugs. We may refuse to start or may end a Session where we reasonably believe it is unsafe to proceed.

10.7 Respecting privacy and confidentiality. You must not photograph, film, record, or disclose identifying details about the premises. Clause 17 applies to recording.

11. Bookings, Cancellations and Rescheduling

11.1 Booking, cancellation, rescheduling, and any cancellation charges are governed by our Cancellation Policy, which forms part of these Terms.

11.2 Notice and receipt. For the purposes of cancellation and rescheduling time limits, notice is treated as given when it is received by us (for example, by email timestamp), not when it is read.

11.3 We may reschedule a Booking where necessary due to events outside our reasonable control (for example illness, emergencies, or severe weather). Where this happens, we will notify you as soon as reasonably practicable and offer an alternative time or date.

11.4 If you have prepaid for a Session that we reschedule under clause 11.3, and you are unable to accept or do not wish to accept the rescheduled time, we will issue a full refund for that Session within 14 days of receiving your written notification to that effect.

12. Fees and Payment

12.1 Session fees and any package pricing are as displayed on our website or as confirmed to you at Booking. All prices stated are the total price payable. We are not VAT-registered and no VAT is charged on the Services.

12.2 Payment is due immediately after the Session ends and before you leave the practice location. For bank transfer payments, payment must be made within 24 hours of the Session ending unless we agree otherwise in writing.

12.3 We accept payment by card (via card reader), cash, or bank transfer.

12.4 For bank transfer, payment is treated as made when cleared funds are received.

12.5 Unless you have a valid legal right to do so, all sums due must be paid in full without set-off, deduction, or withholding.

12.6 We do not take deposits unless agreed in writing for a specific Booking.

12.7 If any sum remains unpaid after the period specified in clause 12.2, we reserve the right to:
(a) withhold confirmation of any future Bookings until all outstanding sums are cleared; and
(b) recover from you any evidenced, reasonable, and proportionate costs we incur in pursuing the overdue balance.

12.8 Where a package of Sessions is purchased, individual Sessions within that package must be used within 6 months of the date of purchase unless otherwise agreed in writing. Unused Sessions after that date will not be refunded unless required by law.

12.9 Notwithstanding clause 12.8, if we become permanently unable to provide the remaining Sessions in a package through no fault of yours (including where the practice permanently ceases to trade), we will refund the proportionate value of any unused Sessions within 28 days.

13. Consumer Distance Booking Cancellation (Where Applicable)

13.1 If you book at a distance (for example online), you may have a 14-day statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This 14-day cancellation period begins on the day after the date on which your Booking is confirmed by us.

13.2 Early commencement within 14 days (explicit request and acknowledgement). If you request that we provide the Services on a date that falls within the 14-day cancellation period, you are making an explicit request for early commencement of the Services. Where you do so, you will be asked (during the booking process or in writing) to acknowledge that:
(a) if the Services are fully performed during the 14-day period, you will lose your right to cancel once performance is complete; and
(b) if you cancel after Services have commenced but before they are complete, you may be required to pay for the proportion of Services provided up to the point of cancellation, as permitted by law.

13.3 How to exercise the statutory right to cancel (where it applies) and the model cancellation form are set out in the Cancellation Policy.

14. Liability

14.1 Participation in movement and soft tissue techniques carries inherent risk. Reasonable care is taken at all times to ensure your safety.

14.2 Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or for any breach of your statutory rights under the Consumer Rights Act 2015.

14.3 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. 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 the Contract was formed.

14.4 We are not liable for loss or damage that is not foreseeable, or for losses caused by events outside our reasonable control.

14.5 We are not liable for losses arising from:

• inaccurate or incomplete information you provide;
• your failure to follow safety guidance given during or after a Session;
• pre-existing, hidden, or worsening conditions not caused by our breach of these Terms; or
• any injury, loss, or damage arising from your failure to disclose a condition covered by clause 5.4.

14.6 We hold professional indemnity and public liability insurance appropriate to the Services we provide. Details are available on request.

15. Privacy and Data Protection

15.1 We handle personal data in accordance with applicable data protection law (including the UK GDPR and the Data Protection Act 2018). Our Privacy Policy explains how we collect, use, store, and protect your information.

15.2 Health information you provide constitutes special category personal data under UK GDPR. We process it only to the extent necessary to provide the Services safely, to manage your Booking and payments, and for legal, regulatory, and safeguarding purposes as described in the Privacy Policy.

15.3 If you exercise data protection rights in a way that means we cannot lawfully process or access essential information required to provide the Services safely (for example, you object to or restrict processing of essential health information), we may be unable to provide future Sessions and may cancel future Bookings without charge (subject to any cancellation charges that validly apply under the Cancellation Policy).

15.4 We retain client health and Session records for a minimum of 7 years following your last Session, after which they are securely destroyed. This retention period is maintained to protect both parties in the event of a later dispute or complaint.

15.5 You may request access to, correction of, restriction of, or deletion of your personal data, subject to our legal record-keeping obligations and lawful grounds to retain certain records. Requests should be made to legal@coastly.co.uk.

16. Safeguarding

16.1 We are committed to the safeguarding and welfare of all Clients. Where we have a reasonable concern for the safety or welfare of a Client or another person, we may share relevant information with appropriate authorities or services without prior consent, as permitted or required by law.

16.2 This does not otherwise affect our general duty of confidentiality to you.

17. Photography and Recording

17.1 You must not photograph, film, or record any Session, or any part of our practice premises, without our prior written consent.

17.2 We will not photograph or record you without your explicit written consent. Where you provide consent for the use of images or recordings in marketing or other materials, you may withdraw that consent at any time by written notice to legal@coastly.co.uk, and we will remove the relevant content within 30 days of receiving your written request (to the extent reasonably practicable, and subject to any legal requirements).

18. Testimonials and Reviews

18.1 If you provide a testimonial or written feedback and consent to its use, we may publish it on our website or in marketing materials. You may request its removal at any time by contacting us in writing, and we will remove it within 30 days of receiving your request.

18.2 We may respond publicly to reviews left on third-party platforms. Any response will be professional and will not disclose your personal or health information.

19. Intellectual Property

19.1 All written programmes, exercise plans, handouts, digital documents, and other content we create and provide to you are our intellectual property and remain so at all times.

19.2 You may use such materials for your own personal use only. You must not copy, distribute, publish, or share them commercially or publicly without our prior written consent.

20. Complaints and Dispute Resolution

20.1 If you wish to complain, please email legal@coastly.co.uk with your name, Session date, and a description of the issue.

20.2 We will acknowledge your complaint within 5 working days and respond in full within 28 days, working with you to resolve the matter fairly.

20.3 ADR signposting. If we cannot resolve a complaint through our internal process, we will tell you whether we agree to use an Alternative Dispute Resolution (ADR) provider. Where required, we will provide you with the details of a suitable ADR provider and how to contact them.

21. General

21.1 Force majeure: We are not liable for delay or failure to perform caused by events outside our reasonable control (including severe weather, illness, emergencies, or access restrictions). Where this happens, we will propose a reschedule or other reasonable solution.

21.2 Third-party rights: No third party has any rights under this Contract under the Contracts (Rights of Third Parties) Act 1999.

21.3 Severance: If any provision is found invalid or unenforceable, the remaining provisions remain in full force and effect.

21.4 Waiver: A failure or delay to enforce a right is not a waiver of that right.

21.5 Variation: We may update these Terms from time to time. The version in force at the time we confirm your Booking applies to that Booking, unless we agree otherwise in writing.

21.6 Entire agreement: These Terms, together with the Booking confirmation and any documents referenced herein, constitute the entire agreement between you and us relating to the Services and supersede all prior discussions, representations, or agreements, whether oral or written.

21.7 Language: These Terms are written in English. Where any version of these Terms or related documents is provided in another language, the English version shall prevail in the event of any inconsistency or dispute.

21.8 Governing law and jurisdiction: These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.