1.1. The aim of treatment is to restore your body’s healing ability and to help it recover its best possible health and strength.

1.2. The neuro-spinal reflex technique is designed to train your body to maintain its spinal alignment which activates your nervous system’s ability to fully heal.

1.3. Symptoms will ease as the underlying damage is healed.

1.4. Immediate improvements following each visit are not expected. Healing takes time. The full process is expected to take twelve weeks.

1.5. We will continually monitor your progress and provide professional recommendations on how often you should attend visits. It is up to you whether or not to keep to these recommendations. However, disregarding recommendations will affect your guarantees (see 9/ 10).

1.6. During the twelve week program we will review your overall progress each month.

1.7. If we find that you need care that we cannot provide, or that our treatment is not working for you, we will tell you and recommend other forms of treatment.

1.8. During the first few weeks of this process you may experience reactions as your body responds to treatment. You may feel worse before you get better:

1.9. Common reactions include tiredness and inflammation.

1.10. Less common reactions include temporary mood swings, changes in sleep patterns, and changes in digestion.

1.11. Further through the process, pain may re-surface from old injuries as your body attempts to heal them fully.

1.12. Please discuss any reactions or any concerns you may have with your therapist.

2.1. By accepting these terms of care, you are acknowledging and consenting to treatment for any visit you attend. (I.E. You give us permission to treat you without us having to ask separately every visit.)

2.2. We ask that minors (aged sixteen and under) are accompanied by an adult when arriving for a visit.

3.1. All personal information disclosed by yourself during visits will be kept under strict confidentiality between you and the therapist.

3.2. Your client advisors will have access to all your recorded treatment information to enable them to assist the therapist in preparing for your arrival. They are under strict confidentiality not to share this information outside the clinic.

3.3. Your client advisors can answer basic questions about the process but any personal questions related to your health or treatment will be referred to the therapist. We recommend you speak to your therapist about health related matters.

4.1. We collect your name, address, contact information and both photographic and written information regarding your previous medical history along with cumulative data relevant to your treatment.

4.2. We use this data for three reasons:

4.2.1. To keep you up to date with your twelve weeks to health program and process payments;

4.2.2. To have enough information to make appropriate recommendations for you to reach your health goals;

4.2.3. To publish statistical data on how often we recommend treatment (see 4.4).

4.3. This data is collected on your first visit, consultation and throughout your care. We will ask you to fill out a history form before your consultation and take your address and contact details.

4.4. By agreeing to these terms, you give us permission to use non-personally identifiable information (i.e. recommended visit frequency) to create collated data on visit averages which we share.

4.5. All electronic data is stored and encrypted within our online PracticeHub system. Physical data is stored in cabinets within the clinic under lock and key.

4.6. We will store your data for seven years after your last visit. After this expiry, all your data will be deleted and shredded.

4.7. We do not share any information with third parties unless first agreed upon by you.

5.1. Our in-house marketing team may use your information to create and provide marketing collateral and promotional materials.

5.2. This may include without limitation: brochures, flyers, postcards, business cards, sales sheets, sales letters, posters, banners, blog posts, case studies, e-books and downloadable guides, promotional videos, websites, landing pages, newsletters, press mentions and testimonials.

5.3. We will never use your treatment information and results without gaining your permission.

5.4. We will ask for your permission through the terms of treatment, postal mail or email. We will always say specifically what information we would like to use and explain our intentions.

5.5. Testimonials are a great way to share your story with others. If you would like to write a testimonial at any time throughout your 12 week to health program, just ask reception or refer to our website and Facebook.

6.1. Each visit must be paid for on the day of treatment or as part of a pre-paid package.

6.2. We recommend that you pay for the first two visits individually. On your third visit we’ll know whether your body is responding to treatment as expected. If so, you can choose a payment plan which will include the cost of the third visit.

6.3. We accept cash in UK pounds sterling, cheques and the following debit and credit cards: Visa, Visa Debit, Visa Electron, MasterCard, and UK based Maestro and Solo cards.

6.4. We accept Direct Debits and may ask you to set up a Direct Debit for our pay monthly treatment option.

6.5. We accept insurance claims, although we do not deal directly with health insurance companies. Treatment fees are paid by you directly. Refer to ‘8. Health Insurance Claims’ for full details.

6.6. We do not accept and will never ask you to make a payment with: postal orders, bank transfers, international wire transfers, standing orders and American Express.

6.7. Non-payment will result in your continued treatment being terminated until payment has been made. We will provide you with an invoice with thirty days to make payment.

6.8. We have two 100% money back guarantees (see 9/10) which each have their own terms and conditions. Outside of these guarantees there are no refunds of treatments or pre-paid packages.

6.9. All physical products can be refunded if deemed faulty. Please ask reception if you would like a refund.

7.1. Please call reception on 01768 899 036 to make them aware of any cancellations.

7.2. Failure to notify reception or give appropriate notice means we will be unable to give your appointment slot to another. Please give reception twenty-four hours’ notice of any cancellations.

7.3. Visits not cancelled twenty-four hours in advance will be charged.

7.4. Your Spinal Health Ltd reserves the right to nullify all charges of missed appointments in exceptions of emergencies, as dictated by us.

7.5. Once you have notified reception of a cancellation, we will attempt to re-book your appointment at your convenience.

8.1. We do not deal directly with health insurance companies. Treatment fees are paid by you independently.

8.2. If you claim costs from your insurance company we are happy to provide an invoice in the required format.

8.3. It is your responsibility to check whether your health policy covers treatment with our therapists.

8.4. You must notify either reception or your therapist if you are using an insurance company to pay for any of your treatment fees even if they (your insurance) don’t require a printed invoice, as this will affect the guarantees.

8.5. If you make an insurance claim and fail to notify us, it will be considered a breach of these terms.

8.6. Your Spinal Health Ltd will not be held liable for fraudulent claims or re-imbursements (insurance fraud) in the event that you breach these terms of care.

9.1. The 3 visit 100% money back guarantee refunds all treatment fees up to (and including) the third treatment, provided you have met the conditions of eligibility.

9.2. You are eligible if:

9.2.1. You have attended the first three treatments as recommended by our therapists;

9.2.2. You have completed the third treatment and NOT had any change in posture, as determined by your therapist;

9.3. You will not be refunded if:

9.3.1. You have attended and completed your fourth treatment or any subsequent visit;

9.3.2. You have no change or a worsening in symptoms (as this is expected at this stage);

9.3.3. You have claimed expenses through an insurance company for any of your visits;

9.3.4. You have breached any of the terms of eligibility.

9.4. To claim this refund you must notify either your therapist or reception and ask to claim your 3 visit 100% money back guarantee.

9.5. Refunds will be made within seven working days in the format of your original payment.

9.6. Your Spinal Health Ltd reserves the right to unilaterally amend, or, in the event of policy abuse, exclude customers from its application.

10.1. The 12 weeks to health 100% money back guarantee refunds all treatment fees up to (and including) the final visit of week twelve, provided you have met the conditions of eligibility.

10.2. You are eligible if:

10.2.1. You have attended all treatments as recommended by our therapists;

10.2.2. You have completed your third review (on week twelve) and NOT had any change in symptoms.

10.2.3. You have decided to take this course of action and notified us within seven days of finishing your third review.

10.3. You will not be refunded if:

10.3.1. You have claimed expenses through an insurance company for any of your visits;

10.3.2. You have breached any of the terms of eligibility.

10.4. To claim this refund you must notify either your therapist or reception and ask to claim your 12 weeks to health 100% money back guarantee.

10.5. Refunds will be made within seven working days in the format of your original payment.

10.6. Your Spinal Health Ltd reserves the right to unilaterally amend this policy and any extended policy, or, in the event of policy abuse, exclude customers from its application.

10.7. Your Spinal Health Ltd reserves the right to offer an ‘early opt-out’ refund in exceptional circumstances at our discretion. The early opt-out is an extension of this policy and has the same refund process (see 10.5). You will be refunded all treatment fees up to (and including) your last visit before the policy was offered to you, as dictated by us.

10.8. The early-opt out refund is governed by separate conditions of eligibility:

10.8.1. You have attended all treatments as recommended by our therapists;

10.8.2. You have completed your second review (on week eight) and NOT had any change in symptoms.

10.9. You will not be refunded if:

10.9.1.You have not been notified of this offer verbally and in writing by our therapists;

10.9.2. You have attended and completed any subsequent visit past the end of week ten;

10.9.3. You have claimed expenses through an insurance company for any of your visits;

10.9.4. You have breached any of the terms of eligibility.

10.10. To claim this refund you must notify your therapist and ask to claim your ‘early opt-out refund’.

11.1. We are always looking for ways to better serve you. If you have any suggestions and would like to offer feedback, just notify reception and we’ll give you a survey.

11.2. Any dissatisfaction that you do not consider feedback will be treated as a complaint.

11.3. You can make a complaint directly or through a third party representative (provided you have given written notice of consent)

11.4. If you would like to make a complaint, we ask that you first speak to the person directly responsible such as your therapist or another member of staff. We will work to resolve your issue.

11.5. On the occasion when this does not lead to a satisfactory outcome you may make a formal complaint. The procedure is as follows:

11.5.1. Write your complaint stating details of your grievance within twenty-eight days of the problem occurring.

11.5.2. On receipt of the written complaint, we may ask you to come in to discuss the problem further or via a phone call.

11.5.3. We will take appropriate action to resolve the issue and inform you of the outcome in writing.

12.1. You have no obligation to stay for the remainder of your 12 weeks to health program and can leave at any time.

12.2. If you decide to forgo treatment or take a break, you can return anytime. We will keep your treatment records safe.

12.3. Please note that by temporarily suspending treatment your full recovery may exceed twelve weeks.

12.4. If you have any short breaks planned, we recommend that you speak to your therapist as any recommended visits that are not followed will negatively impact your progress and guarantees.

12.5. Your Spinal Health Ltd reserves the right to terminate your continued treatment if you breach any of these terms.

13.1. Your Spinal Health Ltd reserves the right to change these conditions from time to time as it sees fit.

13.2. If there are any changes to our policies, a notification by email or postal mail will be made to those affected by the change.

13.3. All notifications over changes will be sent 30 days prior to these changes taking place.

14.1. All queries about the 12 weeks to health process can be answered at any time by either:

14.1.1 Your client advisors on reception;

14.1.2. Your therapists during treatment.

14.2. Any queries regarding your personal health and progress should be directed towards our therapists during treatment.

14.3. Outside treatment times, you can get hold of a therapist by leaving a note with reception. Our therapists will call you back when they are available.

14.4. Any questions regarding these terms & conditions should be directed towards your client advisors.

14.5. If your advisor at the time cannot answer your query they may pass it on to the practice manager.

14.6. Our preferred method of contact is by phone on: 01768 899 036