Frequently Asked Questions

Welcome to our Frequently Asked Questions page. Here you will find answers to common queries about Prime Care Wellness Ltd, our services, booking procedures, and policies. If your question is not answered below, please contact us directly and we will be happy to assist you.

Services and Treatments

What services do you offer?

Prime Care Wellness Ltd offers a comprehensive range of holistic therapy and wellness services including therapeutic massage, aromatherapy, reflexology, mindfulness coaching, stress management programmes, nutritional guidance, energy balancing therapies, and bespoke wellness programmes. Detailed information about each service is available on our Services page.

Are your practitioners qualified?

Yes, all practitioners at Prime Care Wellness Ltd hold recognised professional qualifications in their respective therapeutic disciplines. Our practitioners maintain current professional insurance, adhere to professional codes of conduct, and participate in ongoing professional development to ensure they provide high-quality, evidence-based services. Information about specific practitioner qualifications is available upon request.

Can holistic therapy replace medical treatment?

No. Our services are complementary therapies designed to support general health and wellbeing. They do not replace conventional medical care. We do not diagnose, treat, or cure medical diseases or conditions. Clients should continue with prescribed medical treatments and consult their healthcare providers about any health concerns. Our therapies work best alongside, not instead of, conventional healthcare when appropriate.

How do I know which service is right for me?

During your initial consultation, our practitioners will discuss your needs, objectives, health background, and preferences to recommend appropriate services. You are welcome to contact us before booking to discuss your requirements and receive guidance on suitable options. We take a client-centred approach and tailor recommendations to individual circumstances.

How long does a treatment session last?

Treatment duration varies by service type. Most sessions last between 45 and 90 minutes. Specific duration for each service is confirmed at the time of booking. Initial consultations may require additional time to gather necessary health information and discuss treatment plans.

How many sessions will I need?

This depends on your individual needs, objectives, and the type of treatment. Some clients book single sessions for relaxation or stress relief, whilst others benefit from a course of treatments for ongoing support. Your practitioner will discuss appropriate treatment frequency and duration during your consultation and can adjust recommendations as treatment progresses.

Are there any health conditions that prevent me from receiving treatment?

Certain medical conditions may contraindicate specific treatments or require medical clearance before treatment can proceed. These vary by treatment type but may include acute injuries, recent surgery, uncontrolled hypertension, thrombosis, pregnancy (for some treatments), infectious diseases, or specific skin conditions. Full health screening is conducted during the initial consultation to identify any contraindications and ensure treatment safety.

What should I expect during my first visit?

Your first visit begins with a comprehensive consultation during which the practitioner will gather information about your health history, current concerns, lifestyle factors, and treatment objectives. This consultation allows us to assess suitability for treatment, identify any contraindications, and develop a personalised treatment plan. Following the consultation, your first treatment session may proceed (depending on scheduling and service type), or you may book a separate appointment for your initial treatment.

Booking and Appointments

How do I book an appointment?

Appointments can be booked by telephone, email, or through the contact form on our Contact page. Please specify which service you are interested in, your preferred dates and times, and whether this is a first visit or follow-up appointment. We will confirm your appointment and provide any necessary preparation instructions.

How far in advance should I book?

We recommend booking as far in advance as possible, particularly for evening and weekend appointments which tend to fill quickly. For urgent appointments, please contact us by telephone to discuss availability. Whilst we endeavour to accommodate requests, availability cannot always be guaranteed, particularly during peak periods.

What are your opening hours?

Our business hours are Monday to Friday 9:00 AM to 7:00 PM, Saturday 10:00 AM to 4:00 PM. We are closed on Sundays and UK public holidays. Some appointments may be available outside standard hours by prior arrangement, subject to practitioner availability.

What is your cancellation policy?

We require at least 24 hours' notice for cancellations or rescheduling. Cancellations made with less than 24 hours' notice may incur a charge of 50% of the treatment cost. Failure to attend a scheduled appointment without prior notice may result in a charge of 100% of the treatment cost. We understand that emergencies occur and will consider exceptional circumstances on a case-by-case basis. Full details are provided in our Terms and Conditions.

What if I'm running late for my appointment?

Please telephone us immediately if you anticipate being late. We will do our best to accommodate slight delays, but this cannot always be guaranteed depending on the practitioner's schedule. Please note that late arrival may result in shortened treatment time to avoid delays for subsequent clients. Treatment time lost due to late arrival cannot be recovered or refunded.

Can I bring someone with me to my appointment?

Treatment sessions are conducted individually in private treatment rooms. Companions are welcome to wait in our reception area but cannot usually be present during treatment itself, except in specific circumstances such as when a parent accompanies a minor or where special arrangements have been agreed in advance due to particular needs. Please discuss any requirements when booking.

Do you offer gift vouchers?

Yes, gift vouchers are available for purchase and make excellent gifts for friends and family. Vouchers can be purchased for specific services or for monetary amounts. Please contact us for information about purchasing gift vouchers. Standard terms and conditions apply including validity periods and usage restrictions.

Pricing and Payment

How much do your services cost?

Pricing varies depending on the service type, treatment duration, and whether single sessions or multi-session packages are purchased. Current pricing information is available upon request. Please contact us for a detailed price list or to discuss costs for specific services you are interested in.

Do you offer package deals?

Yes, multi-session treatment packages are available at discounted rates compared to single-session pricing. Packages typically include 6 or 10 sessions and must be used within a specified validity period (usually 6-12 months from purchase). Packages are non-refundable and non-transferable except in exceptional circumstances. Contact us for current package options and pricing.

What payment methods do you accept?

We accept payment by cash, bank transfer, and major debit/credit cards. Payment is required at the time of service. For package purchases, full payment is required at the time of purchase. We do not currently offer payment plans or instalment options.

Can I get a refund if I'm not satisfied?

Refunds are not generally provided for services already delivered. However, we take client satisfaction seriously and will consider refund requests in exceptional circumstances such as service failures or circumstances covered by consumer protection legislation. If you have concerns about your treatment, please speak with us immediately so we can attempt to address the issue. Our full refund policy is detailed in our Terms and Conditions.

Do you accept health insurance?

Some private health insurance policies cover complementary therapies. Whether our services are covered depends on your specific policy terms. We can provide itemised receipts and invoices which you can submit to your insurance provider for potential reimbursement. Please check with your insurance provider about coverage before booking. We do not bill insurance companies directly.

Health and Safety

Is holistic therapy safe?

When delivered by qualified practitioners following professional standards, holistic therapies are generally safe for most people. We conduct thorough health screenings during initial consultations to identify any contraindications and ensure treatment safety. However, like any therapeutic intervention, holistic therapies carry some risks. Your practitioner will discuss any relevant risks during your consultation and obtain informed consent before proceeding with treatment.

Will I experience any side effects?

Most clients experience positive effects such as relaxation, reduced tension, and improved wellbeing. However, some people may experience mild, temporary side effects such as tiredness, increased thirst, or temporary exacerbation of symptoms as the body responds to treatment. Your practitioner will provide aftercare advice to minimise any adverse effects and will discuss what to expect following treatment. If you experience concerning symptoms after treatment, please contact us or seek medical attention as appropriate.

What COVID-19 safety measures do you have in place?

We follow current UK government and public health guidance regarding infection control and safety measures. This may include enhanced cleaning protocols, hand hygiene measures, ventilation practices, and specific procedures depending on current public health recommendations. If you have symptoms of infectious illness, please do not attend your appointment. Contact us to reschedule, and our standard cancellation charges will be waived in such circumstances.

What should I wear to my appointment?

This depends on the type of treatment. For massage and some other therapies, you will be asked to undress to your level of comfort and will be appropriately draped during treatment to maintain dignity and warmth. For reflexology, you need only remove shoes and socks. For consultations and mindfulness sessions, comfortable everyday clothing is appropriate. Specific guidance will be provided when you book your appointment.

Privacy and Data Protection

How is my personal information protected?

Prime Care Wellness Ltd takes data protection seriously and complies with UK GDPR and the Data Protection Act 2018. Personal information is collected only for legitimate purposes, stored securely with appropriate technical and organisational measures, and is not shared with third parties without your consent except where legally required. Detailed information about how we process personal data is provided in our Privacy Policy.

How long do you keep my records?

Client health records and treatment notes are retained for 7 years from the date of last treatment in accordance with professional guidelines and legal requirements. Financial records are retained for 6 years in accordance with UK accounting regulations. After retention periods expire, records are securely deleted or anonymised. You have the right to request copies of your records or request earlier deletion subject to any legal retention obligations.

Will my information remain confidential?

Yes. We maintain strict confidentiality regarding all client information in accordance with professional ethical standards and data protection law. Information will not be disclosed to third parties without your explicit consent, except where required by law, necessary for medical emergency, or required for professional insurance purposes. All staff and practitioners are bound by confidentiality obligations.

Can I access my health records?

Yes. You have the right to request access to your personal data including health records. This is known as a Subject Access Request. We will provide copies of your records within one month of your request, free of charge unless the request is excessive or repetitive. To request access to your records, please contact us in writing with proof of identity.

Location and Accessibility

Where are you located?

Prime Care Wellness Ltd is located at Suite 3, Harmony House, Baker Street, Bristol, BS1 5QA, United Kingdom. We are situated in Bristol city centre with good public transport links and nearby parking facilities. Detailed directions and accessibility information are provided on our Contact page.

Is parking available?

Several public car parks are located within walking distance of our premises. On-street parking is limited and subject to restrictions. We recommend using nearby car park facilities and allowing extra time for parking, particularly during peak hours. Information about nearest car parks can be provided upon request.

Is your centre accessible for people with disabilities?

We are committed to making our services accessible to all clients. If you have mobility limitations, sensory impairments, or any other accessibility requirements, please inform us when booking so we can make appropriate arrangements. We will work with you to ensure you can access our premises and receive treatment comfortably and safely.

General Enquiries

Do you offer services for men and women?

Yes, our services are available to adults of all genders. All treatments are delivered professionally in a respectful, non-judgemental environment. You may request a practitioner of a specific gender where this is possible, although we cannot always guarantee availability.

Can I receive treatment if I'm pregnant?

Some treatments can be adapted for pregnancy, whilst others may be contraindicated during certain stages of pregnancy. If you are pregnant or think you might be pregnant, you must inform us during the consultation process. We may require written consent from your midwife or GP before treatment can proceed. The safety of you and your baby is our priority, and we will only provide treatments deemed safe and appropriate for your stage of pregnancy.

Do you offer corporate wellness programmes?

Yes, we provide workplace wellness services including on-site massage, stress management workshops, mindfulness training, and other wellness initiatives. Corporate programmes can be tailored to organisational needs and objectives. For corporate enquiries, please contact us to discuss your requirements and receive a tailored proposal.

Can I purchase products from you?

We occasionally recommend specific products to clients for home use, such as essential oil blends or self-care tools. Product availability varies. Please enquire during your appointment or contact us if you are interested in purchasing recommended products.

How do I make a complaint?

If you have a complaint or concern about any aspect of our service, we want to hear from you. Complaints can be submitted by telephone, email, or in writing to our registered address. We take all complaints seriously and follow a structured complaints procedure. We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days. Full details of our complaints procedure are available in our Terms and Conditions.

Can I provide feedback about my experience?

Yes, we welcome feedback from clients. Your comments help us understand what we're doing well and where we can improve. Feedback can be provided during appointments, via email, or through our contact form. If you'd like to provide a testimonial, please let us know and we will discuss how your feedback might be used with your permission.

Are you regulated?

Prime Care Wellness Ltd operates in accordance with UK laws and regulations including health and safety legislation, data protection requirements, consumer protection laws, and relevant healthcare guidelines. Our practitioners maintain memberships with recognised professional bodies within the complementary therapy sector and adhere to their codes of conduct and professional standards.

Still Have Questions?

If your question has not been answered here, please do not hesitate to contact us. Our team is happy to provide additional information and assist with any enquiries you may have about Prime Care Wellness Ltd and our services.