Terms & Conditions
Term & Acceptance
Exercise services are provided for the agreed term between you and HHWB.
1. Fees
Exercise coaching is paid monthly in advance. Payment is taken via Stripe on a set date each month.
Your first payment is due when your first session is booked.
2. Cancellations
We require 24 hours’ notice to cancel a booked session. Sessions cancelled within 24 hours will be charged in full.
Monthly memberships require 30 days’ notice to cancel.
3. Time Keeping & Late Arrivals
Sessions start promptly at the scheduled time.
If you arrive late, sessions will not be extended. Anyone arriving more than 15 minutes late will forfeit the session. This is to reduce injury risk due to insufficient warm‑up.
4. Transferability
Exercise sessions and memberships are non‑transferable unless agreed in writing by HHWB.
5. Expiry of Sessions
All paid exercise sessions must be used within 8 weeks of purchase, unless otherwise agreed.
Where medical or major life issues apply, HHWB may allow a suspension at its discretion, subject to a £25 per month place‑retainer fee for up to six months.
Unused sessions outside of these terms will be forfeited.
6. Refunds
Any required refunds will be processed within 14 days, accounting for any sessions already completed.
7. Liability
Before starting any exercise programme, you must complete a PAR‑Q and confirm that you are physically able to take part.
HHWB cannot be held responsible for undeclared or unknown medical conditions.
HHWB is not liable for injury or damage caused by exercises performed incorrectly, against advice, or without supervision.
Nothing in this agreement limits liability where injury, illness, or death results from negligence or wilful default by HHWB.
Group Sessions & Massage Membership– Additional Terms
Group sessions are available only to clients on eligible memberships. Memberships do not include private coaching sessions.
Private sessions can be arranged separately and will incur additional charges.
Payments & Billing
Group access is provided via a monthly membership.
To cancel, 30 days’ notice is required by email to help@hivehealthandwell-being.co.uk.
This means that once notice is given, one final monthly payment will be taken, after which your membership will end.
Booking & Timetables
All group sessions must be pre‑booked at least 24 hours in advance.
HHWB may amend class timetables or cancel under‑attended sessions. Where possible, notice will be provided in advance.
Payments & Billing
Massage appointments must be paid for in full at the time of booking, unless otherwise agreed.
Massage memberships are billed monthly.
To cancel a massage membership, 30 days’ notice is required by email to help@hivehealthandwell-being.co.uk.
Once notice is received, one final monthly payment will be taken, after which your membership will end.
Missed payments may result in suspension of membership benefits until the account is brought up to date.
Bookings & Appointments
All massage appointments must be booked in advance.
We require a minimum of 24 hours’ notice to cancel or reschedule an appointment.
Cancellations made with less than 24 hours’ notice may be charged in full.
HHWB reserves the right to amend therapist availability where necessary. If we need to reschedule your appointment, we will provide as much notice as possible.
Holidays & Payment Freezes
One one‑month payment freeze is available per calendar year, with 30 days’ notice.
If you take a full month off, payment for the following month is required to hold your place.
Complaints & Feedback
We genuinely value feedback and always aim to handle concerns professionally and fairly.
If you need to raise a complaint, please submit it in writing via email to help@hivehealthandwell-being.co.uk.
This allows us to review the situation properly and respond thoughtfully.
If further discussion is needed, we will arrange a separate meeting at a suitable time. We do not address complaints during scheduled sessions, as this disrupts both your time and other members’ experience.
We are committed to resolving issues respectfully and constructively.
Therapy
Our Commitment to You;
At HHWB, we’ll always aim to deliver therapy in a safe, professional, and supportive way. Sessions will be delivered by qualified staff, and we’ll use our knowledge and experience to support your agreed outcomes.
If we ever need to reschedule your appointment, we’ll do our best to do so at the earliest possible convenience.
All personal and medical information you share with us is kept strictly private and confidential. If we need additional medical information from another healthcare professional, this must be provided in order to continue treatment.
Please dress and behave appropriately for a professional clinical environment.
Term & Acceptance
Therapy services are provided for the agreed term between you and HHWB.
1. Fees
Therapy sessions are paid for either in advance, as a block or on the day by card. We do not accept cash.
Block bookings are offered at a reduced rate. When purchasing a block, you are committing to attend all sessions. If you choose to stop therapy before all sessions are completed, no refund will be available.
2. Cancellations
We ask for at least 48 hours’ notice if you need to cancel or rearrange your appointment.
Cancellations made with less than 48 hours’ notice will be charged in full. This applies to all situations, including illness, work, or family commitments.
3. Late Arrivals
Therapy sessions last approximately 30–60 minutes, depending on the service booked.
Sessions will not be extended if you arrive late. If you arrive more than 15 minutes after your scheduled start time, the session will be classed as cancelled and charged in full.
4. Transferability
Therapy sessions are for your use only and cannot be sold, shared, or transferred without prior written permission from HHWB.
5. Expiry of Sessions
All paid therapy sessions must be used within 8 weeks of purchase.
If a medical issue or major life event prevents you from completing sessions in this time, HHWB may allow a temporary suspension at its discretion for up to six months.
Any unused sessions outside of these terms will be forfeited.
6. Refunds
If HHWB is required to issue a refund, this will be processed within 14 days, with any completed sessions deducted.
Final Notes
HHWB may update these terms from time to time and will notify you electronically or in writing.
These terms replace any previous agreements and are governed by UK law.