Terms & Conditions for Hellier Health
Last updated: October 2025
1. Introduction
These Terms and Conditions govern all services provided by Hellier Health (“the Clinic”).
By booking an appointment, enrolling in a programme, or receiving treatment, you agree to these terms in full.
2. Services Provided
The Clinic provides musculoskeletal healthcare, including osteopathy, physiotherapy, sports therapy, massage therapy, and focused shockwave therapy.
All treatments are performed by qualified, insured practitioners operating within their professional scope of practice.
3. Appointments
Appointments may be booked online, by phone, or in person.
It is your responsibility to ensure all booking and medical information provided is accurate and up to date.
4. Cancellation Policy
We require a minimum of 24 hours’ notice for cancellations or rescheduling.
Appointments cancelled or missed without sufficient notice may be charged at the full appointment rate.
5. Payment
Payment is required in advance of treatment or programme commencement, unless otherwise agreed in writing.
We accept all major debit/credit cards and contactless payments.
Prices are subject to change, and any updates will be communicated in advance.
6. Client Responsibilities
Patients must:
Arrive punctually for all appointments.
Provide accurate, complete health and medical history.
Inform the Clinic of any changes to health status, medication, or relevant life circumstances.
Follow clinical advice, rehabilitation plans, and safety guidance provided by their practitioner.
Failure to do so may impact treatment outcomes or programme eligibility.
7. Confidentiality and Data Protection
All personal and medical data are treated as strictly confidential in accordance with the UK GDPR and Data Protection Act 2018.
Patient data are securely stored within Cliniko, our practice management system, which meets healthcare-grade security standards.
Information will not be shared with third parties without your explicit consent, except as required by law.
8. Focused Shockwave Therapy
Focused Shockwave Therapy is a non-invasive treatment that uses acoustic energy to stimulate healing, reduce pain, and improve mobility.
While highly effective for many musculoskeletal conditions, outcomes vary based on individual factors, including tissue health, compliance, and condition severity.
8.1. Contraindications
For safety, Shockwave Therapy cannot be provided to patients who meet any of the following criteria without prior clinical approval:
Are currently pregnant or could be pregnant.
Have a cardiac pacemaker fitted.
Are taking blood-thinning medication (e.g. warfarin, apixaban) or have bleeding/clotting disorders.
Are currently receiving treatment for cancer or have an active cancer diagnosis.
Have a local or systemic infection or are taking antibiotics for infection.
Have or have had a deep vein thrombosis (DVT), large bruise, or haematoma in the treatment area.
Have metal or plastic implants in the treatment area.
Have conditions affecting major blood vessels, nerves, lungs, eyes, or head relevant to the treatment zone.
8.2. Side Effects
Common short-term effects may include mild redness, bruising, or tenderness at the treatment site.
These typically resolve within 24–48 hours. Any persistent or concerning symptoms should be reported immediately.
8.3. Consent
All patients must provide written informed consent prior to commencing Shockwave Therapy.
The practitioner reserves the right to refuse or defer treatment if contraindications or safety concerns arise.
9. Promotional Programmes and Offers
9.1. Win Your Money Back Offer
Deposit & Eligibility
£450 deposit required to enrol.
Deposit refunded in full upon verified completion of all criteria.
Refunds processed within 10 working days of verification.
A 2.5% card processing fee applies.
Completion Criteria
To qualify for a refund, participants must:
Submit weekly video logs of prescribed home exercises.
Wear the provided activity tracker throughout the programme.
Attend all six (6) appointments within an eight (8)-week window.
Make one social media post about progress and tag the Clinic.
Leave an honest review (written or video).
Refer at least one new patient who books an initial appointment.
Verification & Refund
The Clinic will verify completion of all criteria before refund approval.
Failure to meet any criterion will void refund eligibility.
No partial refunds will be issued.
General
Offer valid for first-time participants only.
The Clinic may amend or withdraw the offer at any time.
By enrolling, you consent to reasonable verification (e.g. exercise logs, wearable data).
9.2. Pay Less Now or Pay More Later Offer
Overview
This offer allows participants to begin treatment with minimal upfront payment, giving flexibility based on satisfaction with results.
Payment Options
Pay Later Option
Pay £1 upfront, then £649 (+2.5% card processing fee) automatically charged at the end of the programme.
To cancel the final charge, patients must:
Attend all six sessions within eight weeks.
Submit weekly exercise video logs.
Notify their practitioner in person before the final session of their wish to cancel.
Failure to meet these requirements results in full payment being processed.
Pay Now Option
Pay £1 upfront and then pay £449 (+2.5% card processing fee) at the end of your first appointment
Non-refundable once treatment begins.
Card Storage and Security
Card details securely stored via Stripe, a PCI-DSS compliant payment processor.
Data handled in accordance with UK GDPR.
The Clinic will only process charges in accordance with these Terms.
9.3. Dunmow Maintenance Plans – Subscription Terms
Plans Offered
(a) Dunmow Maintenance Plan (Lite)
One 30-minute appointment per month.
£11 per week, billed every 4 weeks (£44 per billing cycle).
A 2.5% card processing fee applies to each billing cycle.
(b) Dunmow Maintenance Plan (Standard)
Two 30-minute appointments per month.
Includes clinically appropriate focused shockwave therapy, kinesiology taping, dry needling, and rehabilitation as part of booked sessions.
£22 per week, billed every 4 weeks (£88 per billing cycle).
A 2.5% card processing fee applies to each billing cycle.
All sessions must be used within each 4-week billing period unless otherwise agreed in advance.
Billing and Payments
Payments are collected automatically every 4 weeks via Stripe.
By joining a plan, you authorise recurring payments until cancelled in accordance with these Terms.
A 2.5% card processing fee applies to each billing cycle to cover transaction costs.
Failed payments may be retried; we may pause or cancel the plan if payment cannot be collected.
Cancellations and Changes
You may cancel your plan at any time with 30 days’ notice.
Cancellations must be submitted in writing (email is sufficient).
Any sessions booked prior to cancellation may still be attended, but no refunds are issued for unused time within a paid period.
The Clinic reserves the right to amend plan terms or pricing with 30 days’ notice.
Appointments and Rescheduling
Appointments must be booked in advance and are subject to availability.
Cancellations or rescheduling require at least 24 hours’ notice, otherwise the session may be forfeited.
Missed sessions cannot be rolled over.
What’s Included
Regular maintenance sessions to manage symptoms and prevent flare-ups.
Individual guidance for self-management between sessions.
Access to the treatments listed under your chosen plan.
For (b) only – “Unlimited” treatments (shockwave, taping, dry needling) refer to their inclusion as clinically appropriate during booked sessions, not unlimited separate appointments.
Refunds
Payments are non-refundable once a billing period has started.
Refunds may only be considered in exceptional circumstances at the discretion of management.
Fair Use
Plans are intended for consistent maintenance and ongoing care.
Excessive booking, misuse, or sharing of plans may result in suspension or termination without refund.
Liability
All treatments are carried out by qualified practitioners.
Results cannot be guaranteed, and clients participate at their own risk.
The Clinic accepts no liability for adverse reactions unless caused by negligence.
Digital Acceptance
By subscribing to a Dunmow Maintenance Plan via Stripe, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
Consent is recorded digitally at the time of subscription via a tick-box confirmation during checkout.
Card Storage and Security
Card details securely stored via Stripe, a PCI-DSS compliant payment processor.
Data handled in accordance with UK GDPR.
The Clinic will only process charges in accordance with these Terms.
10. Limitation of Liability
The Clinic and its practitioners shall not be liable for indirect, incidental, or consequential damages arising from treatment or advice.
Clinical outcomes vary between individuals and cannot be guaranteed.
Patients undertake treatment at their own risk following informed consent.
11. Amendments to Terms
The Clinic reserves the right to update or modify these Terms & Conditions at any time.
Changes take effect immediately upon publication on our website or communication to clients.
12. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Contact Information
Hellier Health
12 Stortford Road, Great Dunmow, CM6 1DA
info@hellierhealth.com
www.gdoc.co.uk