Terms and Conditions

Last Updated: 26 January 2026

These Terms and Conditions govern your use of the Prime Care Wellness Ltd website and your engagement with our services. By accessing this website or booking our services, you agree to be bound by these Terms and Conditions. Please read them carefully before proceeding.

1. Definitions and Interpretation

In these Terms and Conditions, the following definitions apply:

• "We", "us", "our" refers to Prime Care Wellness Ltd, a business registered in England and Wales, with registered address at Suite 3, Harmony House, Baker Street, Bristol, BS1 5QA.
• "You", "your", "client" refers to the individual accessing our website or engaging our services.
• "Services" refers to all holistic therapy and wellness services provided by Prime Care Wellness Ltd as described on this website.
• "Website" refers to primecleaningservices.co.uk and all associated pages.
• "Practitioner" refers to qualified professionals employed or contracted by Prime Care Wellness Ltd to deliver services.
• "Agreement" refers to the contractual relationship established when you book services with us.

2. Acceptance of Terms

By using this website, submitting enquiry forms, making bookings, or engaging our services, you confirm that:

• You have read, understood, and agree to these Terms and Conditions
• You have read and understood our Privacy Policy
• You are legally capable of entering into binding contracts
• You are at least 18 years of age (or have obtained parental/guardian consent)
• All information you provide is accurate, complete, and truthful

If you do not agree to these Terms and Conditions, you must not use this website or engage our services.

3. Services Overview and Scope

3.1 Nature of Services

Prime Care Wellness Ltd provides holistic therapy and complementary wellness services designed to support general health and wellbeing. Our services are not medical treatments and do not replace conventional healthcare. We do not diagnose, treat, or cure medical diseases or conditions.

3.2 Professional Qualifications

All practitioners hold relevant professional qualifications, maintain appropriate professional insurance, and adhere to recognised codes of professional conduct. Information about practitioner qualifications is available upon request.

3.3 Evidence Base and Expectations

Whilst many clients experience benefits from holistic therapies, individual responses vary. We do not guarantee specific outcomes or results. Holistic therapies are considered complementary approaches, and ongoing scientific research continues to evaluate their mechanisms and efficacy.

3.4 Limitations of Service

Our services do not include:

• Medical diagnosis or treatment of diseases
• Prescription of medications
• Psychological therapy or counselling for mental health conditions
• Emergency medical care
• Treatment services for which medical clearance has not been obtained where required

4. Booking and Appointment Policies

4.1 Making Bookings

Appointments can be booked by telephone, email, or through our contact form. Bookings are confirmed when we acknowledge your appointment request and provide confirmation details. A binding agreement is formed upon confirmation.

4.2 Initial Consultation

All new clients must complete an initial consultation and health questionnaire before first treatment. This may be conducted as a standalone appointment or immediately prior to first treatment. Failure to complete the consultation process may result in treatment being declined.

4.3 Appointment Times

Appointments are scheduled for specific times and durations. Please arrive promptly for your appointment. Late arrival may result in reduced treatment time to avoid inconvenience to subsequent clients. Treatment time lost due to late arrival cannot be recovered or refunded.

4.4 Cancellation Policy

We require at least 24 hours' notice for appointment cancellations or rescheduling requests. Cancellations can be made by telephone or email.

Cancellation Fees:

• More than 24 hours' notice: No charge
• Less than 24 hours' notice: 50% of treatment cost
• Failure to attend without prior notice: 100% of treatment cost

We understand that emergencies and unforeseen circumstances occur. Cancellation charges may be waived in exceptional circumstances at our discretion.

4.5 Rescheduling

We will make reasonable efforts to reschedule appointments cancelled with adequate notice, subject to practitioner availability. However, we cannot guarantee that your preferred alternative time will be available.

4.6 Our Right to Cancel

We reserve the right to cancel or reschedule appointments in circumstances including practitioner illness, emergency situations, or unavoidable business interruptions. We will provide as much notice as possible and will offer alternative appointment times. No cancellation fees apply when we initiate cancellation.

5. Client Responsibilities and Conduct

5.1 Health Information Disclosure

You must provide complete and accurate health information during consultation and treatment processes. You must inform us of:

• All current and relevant medical conditions
• Current medications and supplements
• Previous surgeries or significant injuries
• Allergies or sensitivities
• Any changes to your health status between appointments
• Pregnancy or possibility of pregnancy

Failure to disclose relevant health information may result in inappropriate treatment and could compromise your safety. We may decline to provide services if adequate health information is not provided.

5.2 Medical Clearance

For certain health conditions, we require written medical clearance from your general practitioner or specialist before treatment can proceed. This is for your safety and protection. Services will not be provided without required medical clearance.

5.3 Continuation of Medical Care

You must not discontinue prescribed medical treatments or disregard medical advice based on holistic therapy services. Our services complement, not replace, conventional healthcare. You should consult your healthcare provider regarding any health concerns or before making changes to medical treatment.

5.4 Communication During Treatment

You must communicate with practitioners during treatment regarding comfort levels, pressure preferences, and any discomfort or adverse reactions experienced. Practitioners adapt treatments based on your feedback, but cannot do so without communication from you.

5.5 Conduct and Behaviour

You agree to conduct yourself appropriately during visits to our premises and interactions with staff. We operate a zero-tolerance policy regarding:

• Abusive, threatening, or aggressive behaviour
• Sexual harassment or inappropriate conduct
• Attendance under the influence of alcohol or non-prescribed drugs
• Behaviour that disrupts our business or distresses other clients or staff

We reserve the right to refuse service and terminate client relationships where conduct is inappropriate. No refunds will be provided in such circumstances.

6. Payment Terms

6.1 Pricing

Service prices are available upon request and may be displayed on our website or in our premises. Prices are subject to change without notice, although changes will not affect bookings already confirmed at a specific price.

6.2 Payment Methods

Payment is required at the time of service. We accept cash, bank transfer, and major debit/credit cards. Card payments are processed through secure third-party payment processors.

6.3 Treatment Packages

Multi-session treatment packages are available at discounted rates compared to single-session pricing. Package terms include:

• Packages must be used within the validity period specified at purchase (typically 6-12 months)
• Packages are non-refundable except as required by consumer law
• Packages are non-transferable to other individuals
• Unused sessions after expiry date are forfeited without refund
• Package prices are fixed at time of purchase and not subject to price increases

6.4 Refund Policy

Refunds are not generally provided for services already delivered. However, we will consider refund requests in exceptional circumstances including:

• Service not delivered as agreed
• Significant service failures
• Circumstances covered by consumer protection legislation

Refund requests must be made in writing and will be assessed on a case-by-case basis. Where refunds are approved, they will be processed within 14 days to the original payment method.

7. Liability and Disclaimers

7.1 Limitation of Liability

To the fullest extent permitted by law, Prime Care Wellness Ltd's liability is limited as follows:

We do not exclude or limit liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any matter for which it would be illegal to exclude or limit liability

Subject to the above, we are not liable for:

• Indirect, consequential, or special losses
• Loss of income, profit, business, or opportunity
• Outcomes not achieved despite proper service delivery
• Aggravation of pre-existing conditions not disclosed during consultation
• Adverse reactions to treatment where all reasonable precautions were taken

Our total liability in any circumstances shall not exceed the amount paid by you for the specific service giving rise to the claim.

7.2 Professional Indemnity Insurance

Prime Care Wellness Ltd and all practitioners maintain appropriate professional indemnity insurance. Details are available upon request.

7.3 Your Responsibilities

You acknowledge that your own actions and disclosures affect the safety and effectiveness of services. We are not liable for outcomes resulting from:

• Inaccurate, incomplete, or false information provided by you
• Failure to disclose relevant health information
• Failure to follow aftercare advice
• Continuation of activities advised against
• Failure to seek medical attention when advised

8. Confidentiality and Privacy

8.1 Client Confidentiality

We maintain strict confidentiality regarding all client information in accordance with professional ethical standards and data protection law. Information provided during consultations and treatments is confidential and will not be disclosed to third parties without your consent, except where:

• Required by law
• Necessary for medical emergency
• Required for professional insurance purposes
• You have provided explicit consent

8.2 Data Protection

Processing of personal data is governed by our Privacy Policy, which forms part of these Terms and Conditions. We comply with UK GDPR and the Data Protection Act 2018.

8.3 Record Retention

Client records are retained for 7 years from last treatment date in accordance with professional guidelines and legal requirements. Records are stored securely and disposed of safely when retention periods expire.

9. Complaints Procedure

9.1 Making Complaints

If you are dissatisfied with any aspect of our services, please contact us promptly. Complaints can be submitted by telephone, email, or in writing to our registered address.

9.2 Complaint Handling

We take all complaints seriously and follow a structured process:

• Acknowledgement within 2 working days
• Investigation of the matter
• Response provided within 10 working days (or explanation if more time is required)
• Resolution proposed where complaint is upheld

9.3 Escalation

If you remain dissatisfied with our response, you may escalate to relevant professional bodies or regulatory authorities as appropriate.

10. Intellectual Property

10.1 Website Content

All content on this website, including text, graphics, logos, and design elements, is the property of Prime Care Wellness Ltd or used with permission. Content is protected by copyright and other intellectual property laws.

10.2 Permitted Use

You may view and print website content for personal, non-commercial use. You may not:

• Reproduce, modify, or distribute content for commercial purposes
• Remove copyright or proprietary notices
• Use content in a manner that suggests endorsement or association without permission

11. Website Use and Disclaimers

11.1 Information Accuracy

Whilst we endeavour to ensure website information is accurate and current, we do not warrant completeness or accuracy. Information may be updated without notice. Website content is for general information only and should not be relied upon as professional advice.

11.2 Availability

We do not guarantee uninterrupted website availability. The website may be temporarily unavailable due to maintenance, technical issues, or circumstances beyond our control. We are not liable for any loss resulting from website unavailability.

11.3 External Links

Our website may contain links to external websites. We are not responsible for content, privacy practices, or accuracy of external websites. Links are provided for convenience and do not imply endorsement.

12. Force Majeure

We are not liable for failure to perform obligations due to circumstances beyond reasonable control, including natural disasters, government restrictions, labour disputes, utility failures, pandemics, or other force majeure events. We will make reasonable efforts to notify affected clients and reschedule services when possible.

13. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

15. Amendments

We reserve the right to amend these Terms and Conditions at any time. Amended terms will be posted on this website with an updated "Last Updated" date. Continued use of our services after amendments constitutes acceptance of revised terms. Significant changes will be communicated to existing clients where appropriate.

16. Entire Agreement

These Terms and Conditions, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Prime Care Wellness Ltd regarding use of our website and services, superseding any prior agreements or understandings.

17. Consumer Rights

Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015. Services must be provided with reasonable care and skill, as described, and within a reasonable time.

18. Contact Information

For questions about these Terms and Conditions, please contact us:

By using our website and services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.