Terms and Conditions

1. Definitions within Terms and Conditions
”Patient" or “you” refers to any individual who registers with the osteopathic practice, whether through online, email, in-person, or telephone booking, and seeks any treatment provided by Yana Wellness."Treatment" means the clinical services to be provided under the Agreement which include osteopathy, massage therapy and nutritional therapy.
"Agreement" means these terms and conditions of business pertaining to the Treatment provided.
"Clinic", “Practice” or “we” means Yana Wellness, 22-A Sydenham Road SE265QW
“Practitioners” or “Team” are the professionals who deliver the Treatment at the clinic’s premises.

2. Patients
2.1 After a person has completed a booking with Yana Wellness through telephone, email, online booking system, they will be considered a Patient and will be bound by the complete set of Terms and Conditions.
2.2 All Patients must be 18 years old or older. If younger they need to have written permission from a parent or guardian to become a Patient at Yana Wellness or be accompanied by a chaperone.2.3 All patients can be accompanied by a chaperone. A chaperone is an adult who accompanies a patient during their consultation and/or treatment who may be a relative or friend of the patient or a suitable person from the Clinic.  an adult who lacks capacity. A chaperone can be requested at any time before or during an appointment. If you bring a friend/family member to act as an informal chaperone, this will be noted in the patient notes. 2.4 Yana Wellness reserves the right to accept or decline any person as a Patient.
2.5 By registering an email address with Yana Wellness, the Patient agrees to receive email communication from Yana Wellness. 

3. Payment
3.1 Payments can be made via debit or credit cards, cash, online transfer or by Gift Voucher. We do not accept cheques. The Clinic is entitled to collect and receive fees on behalf of the Practitioners.3.2 We can accept payment by telephone using a debit or credit card. To do this we will need your full card details and the postcode of the account holder. All card details will be handled in the strictest confidence and will be shredded afterwards in compliance with the Payment Card Industry Data Security Standards.
3.3 Gift vouchers are valid for twelve months from the date they are issued. The date of expiry is written on each gift voucher. If you receive a gift voucher which has a treatment description on it you may use the full value paid for the gift voucher towards any other treatment.
3.4 Details of all prices and price packages can be found in the Prices section of the Yana Wellness website.
3.5 Yana Wellness reserves the right to change the pricing structure of treatments. We will inform all Patients in advance and honour any bookings made prior to the change at the original price.
3.6 Subject to any alternative arrangements agreed with the Clinic, fees for the Services shall be due and payable by you immediately following each appointment. The total amount must be paid in full and is non-refundable.  If you do not pay in full on the day of your treatment, we will not accept further bookings until any outstanding amounts have been paid in full. 3.7 If you have private health coverage with a cash-back scheme (e.g., SimplyHealth), you will be responsible for payment of each treatment and will need to claim the cost back from your insurer. A receipt will be provided for this purpose. To prevent any inconvenience, we recommend that you verify with your insurer beforehand whether the specific therapy is covered by your scheme.

4. Booking
4.1 Appointment bookings can be made in person, by telephone or by email. 4.2 Initial consultations last up to 50 minutes and all follow ups appointments are up to 40 minutes. In each appointment you will receive approximately 30 minutes of hands on treatment depending on your symptoms.
4.3 Our booking system will send you an email message to confirm the time and date of your booking. Please ensure we have your up to date email address for this purpose. If it is your first appointment we will send you some information about what to expect and what to bring to your first session. 
4.4 The total time of a Treatment includes undressing, dressing, consultation and treatment. Please arrive at least five minutes before your scheduled booking time.
4.5 If a Patient arrives late for their booked Treatment their treatment time will nonetheless end at the allotted time to allow for the smooth running of other bookings.4.6 Occasionally we will need to contact you to change the time and/or date of your booking. We will give you as much notice as possible but, in the instance of unforeseen staff illness, we may be forced to reschedule your appointment at short notice. No discounts will be offered in these circumstances.  We will contact you to rearrange your appointment at a time convenient to you.  

5. Consent
5.1 Your Practitioner will explain your diagnosis and the appropriate treatment options available to you, and obtain your consent before starting treatment. You may withdraw your consent to treatment at any time. 5.2 We want all patients to feel comfortable and safe under our care. It is your right at any time to ask the practitioner to stop/pause the examination/treatment. 

6. Cancellations
6.1 Yana Wellness has a strict 24-hour cancellation policy for all Treatments.
6.2 If a Patient does not notify Yana Wellness that they wish to cancel or reschedule a booked Treatment at least 24 hours prior to the scheduled time of the booking
they will be charged in full.
6.3 By providing us with your credit card information, you are giving us permission to automatically charge your credit card the full amount of your treatment in case of booked Treatments is cancelled less than 24 hours beforehand.

7 General
7.1 Please be respectful of other patients having treatment and so we ask that you switch your mobile telephone to silent and do not raise your voice in the waiting room. We will refuse treatment to customers who behave in an ill-mannered, aggressive or hostile way towards any member of staff. 7.2 No dogs are permitted in Yana Wellness.
7.3 These Terms and Conditions will be governed by the laws of England and subject to the exclusive jurisdiction of the English courts.
7.4 Yana Wellness reserves the right to alter or amend these Terms and Conditions at any time in line with the affairs of the business. All Patients will be notified of any changes via email and all changes will be immediately binding for Patients.
7.5 All design, graphics and logos within the Yana Wellness website are the sole property of Yana Wellness and permission must be sought before any use or reproduction. All rights reserved.

8. Liability
8.1 Under the limitations set by the Consumer Right Act, Yana Wellness shall not be responsible for any injury, loss, damage, cost or expense suffered by the Patient if and to the extent that it is caused by the negligence or wilful misconduct of the Patient or by breach by the Patient of its obligations under the Agreement.
8.2 Neither Party shall have any liability under or be deemed to be in breach of the Agreement for any delays or failures in performance of the Agreement which result from circumstances beyond the reasonable control of the Party affected. Each Party shall promptly notify the other Party in writing when such circumstances cause a delay or failure in performance and when they cease to do so.

9. Termination
9.1 The contract between the Patient and Yana Wellness commences on the date  the first booking is made and terminates on the date that the last treatment has taken place.

10. Data Handling, Privacy, and Disclosure
10.1 We value the confidentiality of our patients. Any information provided to us will be treated as confidential and will not be disclosed to any external parties without your explicit consent or as required by law, in accordance with our Privacy Policy.10.2 We will handle your personal data in compliance with our Privacy Policy, which will be provided to you upon registration. This policy ensures the confidentiality of your personal details and health records. By completing and signing the Explicit Consent Form within the patient registration form, you consent to the processing of your personal data in accordance with your Explicit Consent Form and our Privacy Policy. You have the option to update your preferences at any time.10.3 You have the right to request access to all or part of your medical records, and this service is provided free of charge. The clinic will provide copies of notes within 30 days.

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