01

About these terms

These terms apply to appointments and treatment services supplied by Redwood Performance Therapy Ltd, company number 17357244. Our registered office is 1426 Leeds Road, Bradford, BD3 7AA.

They explain how bookings, payments, cancellations and treatment are handled. Nothing in these terms removes or limits any rights you have under consumer law that cannot legally be excluded.

02

Booking appointments

Appointments can currently be requested by telephone, WhatsApp or through Redwood's social media channels. An online booking system may also be introduced through this website in future.

• A booking is only confirmed when Redwood accepts the requested appointment date and time.
• You must be aged 18 or over to receive treatment from Redwood.
• Please make sure the contact details you provide are accurate so we can communicate about your appointment.
• Redwood may need to change an appointment because of illness, practitioner availability, safety concerns or circumstances outside our reasonable control. If this happens, we will try to offer a suitable alternative.

03

Prices, payment and deposits

The price for your chosen treatment will be the price communicated at the time of booking or shown on the relevant service page, unless we clearly agree something different with you.

Any deposit paid is credited toward the total treatment price. Where you cancel at least 24 hours before the appointment, prepaid amounts will be refunded in accordance with the cancellation section below.

04

Cancellations, rearrangements and no-shows

If you have paid in advance and Redwood receives at least 24 hours' notice, you are eligible for a full refund of the amount paid for treatment that has not yet been provided.

If less than 24 hours' notice is given, Redwood may retain a booking deposit where one was taken and may apply any late-cancellation condition that was clearly explained when you booked, subject always to your statutory rights.

05

Late arrivals

If you arrive late, we will make reasonable efforts to accommodate you, but we cannot guarantee that you will receive the full treatment or the normal appointment duration.

Appointments generally need to finish at the originally scheduled time so that later clients are not delayed. The full appointment price remains payable and no refund or price adjustment is made solely because your session was shortened by your late arrival.

06

Health information, suitability and consent

Safe treatment depends on accurate information. Before treatment you must tell Redwood about any relevant health condition, injury, medication, allergy, pregnancy, recent procedure, skin concern or other circumstance that could affect suitability.

• You must tell us if relevant information changes between booking and attending your appointment.
• Redwood may ask you to complete or sign a consultation or consent form before treatment.
• We may adapt, postpone or refuse a treatment if we reasonably believe it is unsuitable or that further medical advice should be obtained first.
• Consent is ongoing. You can ask a question, request an adjustment or withdraw consent to treatment at any point.

How we handle health and treatment information is explained in our Privacy Policy.

07

Treatment, professional judgement and outcomes

Redwood provides sports massage, cupping, Hijama and recovery-focused treatment services. The exact approach used during an appointment depends on consultation, assessment, your goals, comfort and suitability on the day.

Redwood's services do not replace emergency care, diagnosis or treatment from a doctor or other appropriately qualified healthcare professional. If symptoms are severe, sudden, worsening, unexplained or otherwise concerning, you should seek suitable medical advice.

08

Refunds and your consumer rights

Once a treatment has been fully provided, Redwood does not normally offer a refund simply because you change your mind about receiving that completed service.

This does not affect your statutory rights. Services must be provided with reasonable care and skill and in accordance with applicable consumer law. Where the law gives you a remedy because a service has not met the required standard, these terms do not restrict that remedy.

If you paid in advance for treatment that has not yet taken place and you cancel with at least 24 hours' notice, Redwood will provide a full refund of that prepaid treatment amount.

09

Bookings made by phone, WhatsApp, social media or online

Where an eligible consumer contract is concluded entirely at a distance, additional statutory cancellation rights may apply. In many cases this can include a 14-day cancellation period beginning when the service contract is entered into.

If you ask Redwood to provide treatment during any applicable statutory cancellation period, you are asking us to begin performing the service before that period has ended. Where the law requires it, we will ask for any additional request or acknowledgement needed before treatment begins.

If a service is fully performed during an applicable cancellation period after the legally required request and acknowledgement, your statutory right to cancel that completed service may end. If only part of a service has been supplied before a valid statutory cancellation, you may have to pay a proportionate amount where the law permits this.

10

Conduct, safety and ending an appointment

Redwood is entitled to refuse to start, or to stop, an appointment where this is reasonably necessary for safety, professional boundaries or the wellbeing of the client or practitioner.

Abusive, threatening, discriminatory, sexually inappropriate or otherwise unacceptable behaviour will not be tolerated. An appointment ended because of serious client misconduct may remain chargeable to the extent permitted by law and future bookings may be refused.

11

Website information

We aim to keep service descriptions, prices, appointment lengths and other website information accurate and up to date. Treatment information on the website is general information only and is not a personalised diagnosis, medical opinion or guarantee of suitability.

If website information conflicts with a specific price, treatment adaptation or appointment arrangement that Redwood has clearly confirmed with you, please contact us so the position can be clarified before treatment.

12

Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or rights and remedies that consumer law says cannot be excluded.

Subject to those protections, Redwood is not responsible for loss or harm caused by information you failed to disclose, information you provided inaccurately, your failure to follow reasonable treatment or aftercare guidance, or circumstances outside Redwood's reasonable control.

Redwood supplies treatments to consumers for personal use. We are not responsible for business losses, loss of profit or other commercial losses arising from a consumer appointment.

13

Questions and complaints

If something has not gone as expected, please contact us as soon as reasonably possible so we have an opportunity to understand and address the issue.

Complaints can be sent to info@redwoodpt.co.uk or raised through our Contact page. Nothing in our complaints process prevents you from using any statutory remedy or dispute route available to you.

14

Changes to these terms and governing law

We may update these terms from time to time, for example when our booking methods, payment options or legal requirements change. The terms in force when you make a booking will normally apply to that booking unless a change is required by law or you agree otherwise.

These terms are governed by the law of England and Wales. If you are a consumer, you retain any right the law gives you to bring proceedings in the courts applicable to where you live.