Terms & Conditions
Last updated: 18 July 2026
These Terms and Conditions apply to the websites, bookings, clinic services, products, and related services provided by Phoenix Osteopathy Ltd, trading as Phoenix Osteopathy and Beaconsfield Health Hub. By using our websites, contacting us, booking an appointment, purchasing a product or voucher, or using our services, you agree to these Terms and Conditions.
1. About us
Phoenix Osteopathy Ltd is a company registered in England and Wales under company number 09055063.Â
Our registered office is Suite 1 Amersham House, Mill Street, Berkhamsted, Hertfordshire, United Kingdom, HP4 2DT.
Our registered office is Suite 1 Amersham House, Mill Street, Berkhamsted, Hertfordshire, United Kingdom, HP4 2DT.
We trade under the following names:
• Phoenix Osteopathy, 16 Jaggard Way, Wandsworth Common, London, SW12 8SG.
• Beaconsfield Health Hub, The Old Barn, Windsor End, Beaconsfield, Buckinghamshire, HP9 2JJ.
These Terms and Conditions are intended to apply across both clinics and both websites, unless a specific service, offer, or page states otherwise.
2. Website use
The content on our websites is provided for general information only. It is not a substitute for personalised medical, osteopathic, physiotherapy, rehabilitation, or other healthcare advice, diagnosis, or treatment.
You use our websites at your own risk. While we try to keep website content accurate and up to date, we do not guarantee that all content will always be complete, current, or free from error.
You must not misuse our websites, introduce malicious software, attempt unauthorised access, scrape data unlawfully, or use our websites for unlawful, abusive, or fraudulent purposes. We reserve the right to restrict access where misuse is suspected.
3. Booking appointments
Appointments may be booked online through Cliniko, or by phone, email, WhatsApp, and occasionally other direct communication channels we make available. A booking made by a parent, guardian, family member, or other person on behalf of a patient is treated as authority to arrange the appointment and to pass on relevant booking information.
A booking is only confirmed once it has been accepted and recorded by us. We may ask for relevant information before an appointment and may decline or rearrange a booking where this is reasonably necessary.
Some online bookings require a deposit at the time of booking. Where this applies, the booking will not be treated as confirmed until the deposit has been paid.
4. Fees and payment
Fees for appointments, services, and products are as stated at the time of booking or purchase, unless an obvious error has occurred. Fees may change from time to time, but changes will not affect an appointment or purchase already confirmed unless we agree otherwise with you.
We take payment through a mixture of methods, including payment at the time of online booking, payment in clinic, card payment, and payment links. New patients booking online may be required to pay a 50% deposit through Stripe when booking via Cliniko.
Unless we agree otherwise, payment for treatment is due at the time of the appointment or immediately afterwards. If payment is not made when due, we reserve the right to withhold future bookings, documents, reports, or further services until the account is brought up to date.
5. Cancellations, lateness, and non-attendance
We operate a 24-hour cancellation policy. If you cancel with at least 24 hours’ notice, we will normally rearrange or cancel your appointment without charge, subject to any package, voucher, or specific booking terms.
If you cancel with less than 24 hours’ notice, do not attend, or are unable to proceed with the appointment at the arranged time, we may retain any deposit already paid and may charge up to the full appointment fee. However, we reserve discretion to reduce, waive, transfer, or reapply charges on a case-by-case basis, including where we consider the circumstances reasonable or where we choose to accommodate a reschedule.
If you arrive late, we will try to see you if there is still enough time to provide a safe and meaningful appointment. In practice, if you are more than around 10 to 15 minutes late, the appointment may need to be shortened or rearranged, and the full fee may still be payable.
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6. Insurance-funded appointments
If your treatment is funded in whole or in part by private medical insurance, it remains your responsibility to check your level of cover, authorisation requirements, excess, and any restrictions that apply.
You remain personally responsible for any excess, shortfall, excluded service, late payment, rejected claim, or reduced insurer rate. Where an insurer does not pay, pays only part of a fee, or later refuses cover, we may invoice you directly and payment will remain your responsibility.
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7. Treatment packs, programmes, and prepaid services. We may offer treatment packs, prepaid programmes, class packs, or similar service bundles. Any such pack or programme will be subject to the specific terms stated at the time of purchase, including any usage period or expiry date.
Packs are intended to be used within a fair and stated timeframe. Unused sessions may expire after the relevant validity period unless we agree otherwise in writing or exercise discretion in exceptional circumstances.
Unless required by law, prepaid packs and programmes are generally non-refundable once purchased, whether used in full or in part, except where we agree otherwise or where the law gives you a specific remedy.
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8. Gift vouchers
We may offer gift vouchers for use against eligible services or products. Gift vouchers are valid for 12 months from the date of purchase unless a different period is clearly stated at the time of issue.
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Gift vouchers are non-refundable and cannot be exchanged for cash. If a service costs more than the value of the voucher, the balance must be paid separately.
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9. Custom orthotics
Where we provide orthotic assessment services, the assessment appointment fee is separate from the cost of any orthotic device. Not every assessment results in orthotics being recommended or supplied.
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Custom orthotics are made bespoke products made specifically for the individual patient. Once the order has been placed with the lab, the orthotics are non-refundable and cannot be cancelled, except where required by law or where we agree otherwise in our discretion. Payment is required in full before the order is submitted. Assessment fees are separate from the cost of the orthotic devices.
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Minor adjustments may sometimes be possible if clinically appropriate, including limited modification through reheating, but modification options are restricted. Orthotics supplied with a manufacturer warranty may be covered for eligible faults in accordance with that warranty; however, wear and tear, changes in preference, or dissatisfaction alone do not automatically entitle a patient to a refund. Top covers may be replaced at additional cost, either directly through the lab or via the clinic, with price available on request.
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Nothing in these Terms removes any rights you may have in relation to goods that are faulty, not as described, or not of satisfactory quality under applicable consumer law.
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10. Third-party systems and links
 We use third-party systems and providers to help operate our business, including booking, payment, communication, and related services. This may include Cliniko, Stripe, and other operational platforms referred to elsewhere on our websites and in our Privacy Notice.
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Our websites may contain links to third-party websites or services. If you follow those links, you will be subject to the terms, privacy notices, and policies of those third parties. We are not responsible for the content, availability, or practices of third-party websites or platforms.
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11. Clinical information and suitability
Any information provided on our websites, blog posts, newsletters, downloadable resources, or social media content is general in nature and does not create a clinician-patient relationship on its own. It should not be relied on as a substitute for an individual assessment.
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We reserve the right to determine, in our professional discretion, whether a service, appointment type, treatment, or product is appropriate. We may decline to provide or continue a service where it is not clinically suitable, where information provided is incomplete or misleading, or where safe care cannot reasonably be delivered.
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12. Intellectual property
Unless otherwise stated, all content on our websites, including text, branding, logos, graphics, downloads, and original materials, belongs to Phoenix Osteopathy Ltd or is used under licence. You may view or print website content for personal, non-commercial use only.
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You must not copy, reproduce, republish, distribute, modify, scrape, or commercially exploit any part of our websites or materials without prior written permission, except where the law permits this.
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13. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under the laws of England and Wales.
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Subject to that, we are not liable for indirect or consequential loss, loss of opportunity, loss of profits, or loss arising from reliance on general website information, interruption to website access, third-party systems, or events outside our reasonable control.
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14. Privacy and cookies
Personal information submitted to us, or collected through our clinics or websites, is handled in accordance with our Privacy Notice and Cookie Policy. Those documents explain how we collect, use, store, and protect personal data, and how cookies and similar technologies are used on our websites.
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15. Changes to these terms
We may update these Terms and Conditions from time to time. The most current version will be available on the relevant website, and continued use of the website or our services after updated terms are posted will indicate acceptance of the revised terms.
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16. Governing law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
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17. Contact details
If you have any questions about these Terms and Conditions, please contact the relevant clinic using the contact details shown on the website you are using, or write to:
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Phoenix Osteopathy Ltd Â
Beaconsfield Health Hub Â
The Old Barn Â
Windsor End Â
Beaconsfield Â
Buckinghamshire Â
HP9 2JJ
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For website-specific enquiries, you may also contact:
• Phoenix Osteopathy via the contact details published on phoenixosteopathy.com
• Beaconsfield Health Hub via the contact details published on beaconsfieldhealthhub.comÂ