Terms and Conditions
Terms and Conditions Eldine Wilson
[Last Updated: 30.04.26]
1. Introduction and Acceptance
Please read these Terms and Conditions (“Terms”) carefully before accessing or using the Service. Your access to and use of the Service and any Products is conditional on your acceptance of, and
compliance with, these Terms and our Privacy Policy. By accessing or using the Service, or purchasing Products, you agree to be bound by these Terms. If you disagree with any part of these
Terms, you may not access the Service or purchase Products. These Terms and our Privacy Policy may be amended from time to time. We will endeavour to provide reasonable notice of any significant changes, particularly those affecting ongoing services or payments.
Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer law.
2. Definitions
For the purposes of these Terms, the following definitions apply:
Eldine Wilson: (“us”, “we”, or “our”) refers to the Eldine Wilson operating the Service and supplying the Products, including all employees and representatives.
Client / You / Your: Refers to the user, customer, viewer, or client of any of the Service or purchaser of any Products.
Service: The provision of complimentary holistic wellness support, educational wellness information, Aromatherapy, Foundation Kinesiology, PowerUp Training, consultations, communications, or digital materials. The Service is a complementary therapy and does not constitute a medical service, diagnosis, or the provision of medical advice.
Products: Any physical goods or third-party services ordered through us (including but not limited to: essential oils, essences, blood tests, or laboratory analysis kits). Depending on the transaction, Eldine Wilson may act either as the contractual seller or as an intermediary facilitating the purchase from a Third-Party Provider. Where we act as intermediary, the contract for manufacture, fulfilment, or laboratory analysis remains between you and the Third-Party Provider. Nothing in these Terms affects your statutory rights under UK consumer law.
The terms “agreed”, “consent”, “confirmed”, “accepted”, "informed”, “notified” or “notice” and documents or acts of similar meaning will be deemed to be required to be done in writing.
Writing: Means hand-written, type-written, printed, or electronically made (e.g., email or secure portal communication), resulting in a permanent record.
3. Nature of Service and Accuracy Disclaimers
3.1. General Information vs. Clinical Advice: The content provided via our educational resources, blog, and notes are for general information only. While our 1-on-1 consultations provide personalised support, they do not constitute a medical diagnosis or treatment.
3.2. Standard of Care & Accuracy: We provide all Services with reasonable care and skill. However, neither we nor any third parties guarantee that the information, Products, or materials are 100% accurate, complete, or suitable for every individual. You acknowledge that health-related information is subject to change as new research emerges. Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015.
3.3. Professional Boundary: You agree that it is your responsibility to ensure that any products or information meet your specific requirements. We reserve the right to refer you to a GP, specialist, or other appropriately qualified professional and/or terminate the Service where we reasonably believe your needs fall outside our professional scope of practice, competence, or expertise. Any implementation of wellness strategies or use of Products is undertaken at your own discretion and subject to your statutory rights. No information or support provided through the Service creates any guarantee of outcome.
3.4. External Links: Links to third-party sites are for convenience. We do not endorse these sites and are not responsible for their content, privacy practices, or the quality of any products they sell.
4. Intellectual Property Rights (IP) and Usage Restrictions
4.1. Ownership: All content within the Service, including wellness support plans, health guides, graphics, and text, is the exclusive property of Eldine Wilson (or our affiliates or licensors). These materials are protected by UK copyright and trademark laws.
4.2. Personal Use License: You are granted a limited, non-exclusive, non-transferable license to use the materials provided solely for your own individual, personal wellness journey.
4.3. No Licence Granted: Nothing in the Service shall be construed as granting, by implication, estoppel, or otherwise, any licence or right to use any trademark or intellectual property displayed in the Service without our prior written consent.
4.4. Usage Restrictions:
a) No Commercial Use: You must not copy, redistribute, sell, or use any part of the Service for commercial purposes, including using our materials to train others or within your own professional practice.
b) Intellectual Property: You must not reproduce, redistribute, republish, or incorporate any part of the Service, Products, wellness support plans, educational materials, or digital content into your own professional practice, teaching materials, or commercial offerings without our prior written consent.
c) No AI Training: You are strictly prohibited from using our content to train, test, or develop any Artificial Intelligence (AI) or machine learning models.
d) No Reverse Engineering: You may not, and by accessing the Service you indicate your continuing agreement not to, modify, decompile, recompile, disassemble, or reverse engineer any digital materials or Products forming part of the Service.
4.5. Enforcement: Unauthorised use of our Intellectual Property constitutes a material breach of these Terms. You acknowledge that a breach of this section may cause us irreparable harm. We reserve the right to seek appropriate legal remedies, including injunctive relief and damages where appropriate.
4.6. Trademarks: All logos and brand names used in the Service belong to us or our licensors. No license to use these marks is granted to you.
5. Medical Disclaimer and Client Responsibility
5.1. No Medical Advice or Diagnosis: The Service is a complementary wellness support service. It does not constitute medical advice, medical diagnosis, or medical treatment. Nothing in the Service is intended to diagnose, treat, cure, or prevent any disease. All information provided is for educational and support purposes. You acknowledge that the practitioner is not a GMC- registered medical doctor and the Service is not a substitute for professional healthcare or a doctor’s independent judgment.
5.2. Product Use and Third-Party Liability:
a) Role of Eldine Wilson: To act as a facilitator or reseller for Products (e.g., essential oils, essences and laboratory tests).
b) Third-Party Warranties: Liability for the safety, accuracy, and performance of these Products rests with the Third-Party Provider (the manufacturer or laboratory). To the extent permitted by law, our liability is limited to exercising reasonable care in selecting reputable suppliers. Nothing in these Terms affects your statutory rights in relation to Products we supply. Where appropriate, we will work with the relevant third-party supplier to resolve any issues as efficiently as possible.
c) Safe Use: Products should be used strictly in accordance with provided guidance. We are not responsible for issues arising from misuse or failure to follow instructions, except where liability cannot legally be excluded.
5.3. Client Obligations and GP Liaison
a) Primary Care: You acknowledge that your GP remains your primary healthcare provider. You agree to consult your GP before starting any new nutritional or kinesiology wellness support plan, especially if you are pregnant, breastfeeding, or taking prescription medication.
b) Medication: You must not alter or discontinue any prescription medication without the express consent of your medical doctor.
c) Full Disclosure: You warrant that you have disclosed all known medical conditions and medications to us. We are not liable for any adverse reactions resulting from your failure to disclose relevant health information.
d) Usage: By receiving information from Eldine Wilson, you agree that you will only use the information or Products provided in accordance with the guidance and support provided at that time.
e) Complementary Nature: You acknowledge that the Service is complementary and you will not use it as a substitute for a primary healthcare provider. If you have any medical concerns, or if your symptoms worsen, you must contact your GP, call 111, or consult another accredited medical professional immediately.
6. Privacy and Jurisdiction
6.1. Privacy and Data Protection: These Terms expressly incorporate our Privacy Policy. By using the Service, you acknowledge that we will process your personal and health-related data in accordance with that policy and current UK Data Protection legislation.
6.2. International Use: While the Service is primarily directed at the UK, we may accept international clients. If you access the Service from outside the UK, you are responsible for ensuring your use of the Service/Products complies with your local laws.
6.3. Intellectual Property Integrity (Redistribution): You may not reproduce, redistribute, republish, or "i-frame" any part of the Service without our express written consent.
6.4. Digital Security: You are solely responsible for evaluating the fitness and safety of any downloads or digital materials available through the Service. We do not guarantee that files available for download are free from viruses or malicious code.
7. Service Reliability and Indemnity
7.1. Service Continuity: While we strive to provide a continuous and error-free Service, it is provided on an "as available" basis. We do not warrant that digital access will be uninterrupted. We will take all reasonable steps to remedy technical errors promptly but are not liable for any loss resulting from system downtime or third-party hosting failures. Certain aspects of the Service may rely on third-party providers including laboratories, payment processors, communication systems, or hosting providers, which are outside of our reasonable control.
7.2. Limitation of Liability: We shall not be liable for any loss or damage arising from the use or inability to use the Service, except where such liability cannot be excluded or limited by law, including liability for death or personal injury caused by our negligence, or for failure to provide the Service with reasonable care and skill under the Consumer Rights Act 2015.
7.3. Your Responsibility for Breach: You will be responsible for any reasonably foreseeable losses we suffer as a direct result of your breach of these Terms:
a) Your material breach of these Terms (including the Medical Disclaimer in Section 5 or IP restrictions in Section 4);
b) Any inaccurate or incomplete health information you knowingly provided;
c) Your unauthorised redistribution of our materials.
8. Client Registration and Warranties
Certain Services are only available after successful registration. By registering and/or commencing the Service, you provide the following binding warranties:
8.1. Eligibility: You are 18 years of age or older (or the legal guardian of the client) and have the legal capacity to enter into this agreement.
8.2. Informed Consent: You warrant that you have read, understood, and agree to these Terms and our Privacy Policy. You acknowledge that our professional relationship is based on the information provided in these documents.
8.3. Medical Acknowledgement: You warrant that you have read the Medical Disclaimer (Section 5). You acknowledge that:
a) You are not using the Service to replace conventional medical care.
b) You have not been advised by a medical professional to avoid any of the therapies or supportive strategies we offer.
c) You remain under the care of your GP for any diagnosed medical conditions.
d) You acknowledge responsibility for ensuring the suitability of the Service for your needs.
8.4. Accuracy of Information: You warrant that all personal, contact, health, lifestyle, and medical information you provide (including via health questionnaires) is true, accurate, and complete to the best of your knowledge.
8.5. Continuous Duty to Update: You agree to notify us immediately of any changes to your health status, including new medical diagnoses, new prescription medications, or if you become pregnant. You acknowledge that your wellness support plan may need to be suspended or altered in these circumstances.
9. Code of Conduct and Content Standards
9.1.Client Responsibility: You are solely responsible for all content and communications you transmit to us. For your own privacy and safety, you should not post sensitive health or personal information on our public social media pages.
9.2. Zero Tolerance Policy: You agree to interact with us and our community with professional courtesy. We reserve the right to terminate our Service immediately if you engage in any of the following:
a) Harassment and Abuse: Any communication or behaviour, whether digital, verbal, or in- person, that is threatening, abusive, defamatory, or constitutes harassment toward our practitioners, staff, or other clients.
b) Professional Interference: Knowingly providing false health information or persistently acting in a manner that prevents the practitioner from delivering the Service safely and effectively.
c) Digital Malice: Transmitting any viruses, malware, or code designed to disrupt our website, booking systems, or digital equipment.
d) Unauthorised Activity: Using our sessions, secure portal, or social media groups for unsolicited advertising, commercial solicitation, or “spamming”.
e) Infringement of Third-Party Rights: Transmitting content you do not have a legal right to use.
f) IP Infringement: Any unauthorised use, redistribution, or "i-framing" of our Intellectual Property as defined in Section 4.
g) Harms Our Business Interests or Offends Others: In our reasonable opinion, content that damages our business or offends other clients or users.
9.3. Enforcement:
a) Right to Remove: We may refuse or terminate Services where we have a valid reason, including where you breach these Terms, your needs fall outside our professional scope, breaches of our code of conduct, or continued provision would be unsafe or unlawful. We shall not be liable to you for any loss or damage arising from such removal or refusal of service.
b) Disclaimer for User Content: We do not control or screen user-generated content distributed by our clients or third parties. Accordingly, we do not guarantee its accuracy, integrity, or quality, nor are we responsible or liable for any content transmitted by others.
9.4. Communication Channels and Boundaries:
a) Practice Communication: All queries, updates, or health-related information must be sent via eldinewilson@gmail.com. For your privacy and professional safety, we do not provide professional wellness support via social media (DMs) or instant messaging services.
b) Response Times: We aim to respond to queries within 48 business hours. Please do not expect a response outside of our standard working hours.
c) Discretionary Responses: While we may occasionally respond to messages outside of standard working hours as a gesture of goodwill, this does not constitute a waiver of our boundaries or create a reasonable expectation of future responses outside of our business hours.
9.5. Disclosure and Law Enforcement:
Subject to our Privacy Policy and clinical confidentiality obligations, we may preserve or disclose your communications if required by law or if we believe such action is necessary to protect the safety of our staff or the public
10. Limitation of Liability
10.1. Non-Excludable Liability: Nothing in these Terms shall limit or exclude our liability for death or personal injury resulting from our negligence, for fraud, or for any other matter for which it would be unlawful to exclude or limit liability under the Consumer Rights Act 2015.
10.2. Specific Health Exclusions: Subject to Clause 10.1, we are not liable for any loss or injury arising from:
a) Your failure to disclose known medical conditions or medications;
b) Your failure to consult your GP before starting a wellness support plan;
c) Your decision to alter or discontinue prescribed medical treatment without professional medical supervision.
10.3. Service Standards: We provide the Service with reasonable care and skill. However, we do not warrant that the Service will be 100% error-free, nor do we guarantee any specific health “cure," as the service is designed as complimentary support, not medical treatment.
10.4. Exclusion of Indirect Loss: We shall not be liable for any indirect or "consequential" losses, including loss of profits, loss of business opportunity, or emotional distress. Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015.
10.5. Third-Party Products: We act as a retailer/facilitator for Products manufactured by third parties (e.g., essential oils, essences or laboratory tests). While we do not manufacture these Products, we will provide them with reasonable care and skill, including selecting reputable suppliers. To the fullest extent permitted by the Consumer Rights Act 2015:
a) Our liability for any defect in a third-party Product is limited to facilitating a replacement or refund under the manufacturer's warranty or statutory requirements;
b) We are not liable for the clinical interpretation of results provided by third-party laboratories, which remains the responsibility of the third-party laboratory provider; and
c) Our total liability for any third-party Product shall not exceed the price paid for that specific Product.
10.6. Financial Cap: Our total aggregate liability shall be limited to the greater of:
a) The total fees paid by you for the relevant Service or Product, or
b) £1,000, provided that this limit is reasonable and does not affect your statutory rights.
10.7. Your Responsibility for Losses: You will be responsible for any reasonably foreseeable losses we suffer as a direct result of your breach of these Terms. This does not apply where such loss is caused by our own negligence or failure to comply with these Terms.
11. Client Obligations Regarding Product Use and Maintenance
11.1. Intended Use and Dosage: You agree to use all Products (including physical products) strictly for their intended purpose and in accordance with the specific instructions, dosages, and timings provided by us or the manufacturer. Any deviation from our guidance is at your own risk.
11.2. Care and Storage: You are responsible for the proper handling and storage of Products. This includes:
a) Essential oils and essences: Storing them according to label instructions (e.g., refrigeration or protection from direct sunlight).
b) Laboratory Kits: Adhering to all sample collection instructions and expiry dates. You acknowledge that many testing kits must be returned to the laboratory within a specific timeframe (e.g., 24–48 hours) to remain viable.
11.3. Lab Re-testing Costs: If a laboratory sample is rejected or becomes unviable due to your failure to follow storage or postage instructions, you will be responsible for the cost of any replacement kit or shipping fees charged by the Third-Party Provider.
11.4. Impact on Warranty: To the extent permitted by the Consumer Rights Act 2015, we are not liable for any Product failure, lack of efficacy, or adverse reaction resulting from your misuse, incorrect storage, or failure to follow instructions.
12. Client Technical Obligations
12.1. Hardware and Software: You are solely responsible for ensuring you have the necessary hardware (computer, webcam, microphone) and software required to access our Services. We are not responsible for any technical issues, maintenance, or repairs to your personal devices.
12.2. Connectivity and Data Charges: Access to our Service requires a stable internet connection. You are responsible for any data charges or roaming fees incurred from your internet service provider or mobile carrier. We do not control network availability.
12.3. Digital Security & Privacy: You acknowledge that using public or unsecured networks may expose your personal information. For your privacy, we strongly recommend that all video consultations are conducted over a secure, private internet connection.
12.4. Technical Failures during Consultations:
a) Client-Side Failure: If a consultation is interrupted or cannot proceed due to technical issues on your end (e.g., poor Wi-Fi or device failure), we are not obligated to extend the session or provide a refund.
b) Practitioner-Side Failure: In the unlikely event that a technical failure on our end prevents the session from taking place, we will contact you to reschedule at no additional cost.
13. Amendments to these Terms
13.1. Right to Amend: We may update or change these Terms from time to time to reflect changes in the law, regulatory requirements, or our business practices.
13.2. Notification of Changes:
a) Minor Changes: For small changes that do not affect your rights (e.g., clarifying language), we will update the "Last Updated" date at the top of these Terms.
b) Material Changes: For significant changes (e.g., changes to fees, cancellation windows, or your legal rights), we will provide you with at least 30 days' notice via email or a prominent notice on our website before the change takes effect.
13.3. Right to Terminate: If we notify you of a material change that you do not agree with, you have the right to terminate your agreement with us before the change takes effect. In such cases, you will be entitled to a pro-rata refund for any pre-paid Services not yet delivered.
13.4. Acceptance: If you continue to use the Service or attend consultations after the 30-day notice period has expired, you will be deemed to have accepted the new Terms.
13.5. Non-Retroactivity: Any material change to these Terms will not apply retroactively (i.e., to use of the Service before the change) unless we have provided you with notice of the change.
14. Fees, Ordering, and Payment
14.1. Applicability and Currency: This section governs all Service and Product orders. All prices are in GBP (£) and are inclusive of VAT (where applicable) at the current rate.
14.2. Ordering and Contract Formation:
a) The Offer: Your request for a booking or a Product order constitutes an "offer" to purchase. We are under no obligation to accept your offer.
b) Right of Refusal: We reserve the right to decline any order or booking request at our sole discretion with a valid reason (for example, if a client's wellness needs fall outside our professional scope of practice, or we do not have the availability).
c) Binding Contract: A binding contract is formed when we expressly confirm acceptance in writing (e.g., via a booking confirmation email). Unless we have expressly agreed otherwise in writing (for example, in the case of a 'trial' or 'taster' session), a contract is only finalised upon receipt of full payment in cleared funds. Failure to make payment when due constitutes a material breach of these Terms and may result in suspension or termination of Services.
14.3. Pricing:
a) Fixed Fees: Once a Service package is booked and paid for, the price is fixed for that duration.
b) Future Pricing: We reserve the right to adjust prices for future Service packages or new Product orders at any time without prior notice.
c) Third-Party Products: Prices for essential oils, essences or laboratory tests are set by the suppliers. While we will quote the current price, the final cost is subject to the supplier's pricing at the moment of order. Where third-party supplier costs materially increase before fulfilment, we reserve the right to notify you of revised pricing before processing the order.
d) Facilitated Payments: Where we provide a link for you to pay a third-party laboratory or dispensary directly, that transaction is a separate contract between you and the supplier.
e) Documentation Disclaimer: Any catalogue, price sheet, or specification provided is for convenience only and does not constitute a binding offer. While we strive for accuracy, we are not liable for errors in measurements, descriptions, or application recommendations except to the extent required by law, including where such errors result from our failure to exercise reasonable care and skill.
14.4. Payment Terms:
a) Timing: Payment must be made in full at the time of booking or upon receipt of an invoice, unless a payment plan has been agreed in writing.
b) Methods: Subject to service availability, we accept payment via [Credit/Debit Card, Cash, Bank Transfer, or Stripe/PayPal].
c) Late Payment: If payment is not received, we reserve the right to:
i) Suspend your access to the Service;
ii) Cancel any upcoming consultations; and
iii) Withhold any laboratory results or personalised wellness support plans until the balance is cleared.
14.5. Interest: We reserve the right to charge interest on any overdue sums at the rate of 4% per annum above the Bank of England base rate where permitted under applicable law.
15. Service Delivery and Payment Terms
15.1. Order Acceptance and Delays:
a) A binding agreement is formed only upon our written confirmation (as per Section 14).
b) If there are likely to be any delays in completing an order for Products, you will be notified and given the opportunity to cancel that specific Product order.
15.2. Client Order Responsibility: You are solely responsible for the accuracy of any order placed. You warrant that all information provided is complete and true. You acknowledge that failure to provide accurate information may affect our ability to deliver the Service and may impact your legal rights.
15.3. Service Payment Timing:
a) Consultations: Unless otherwise agreed in writing, payment for the Service is due at the time of booking to secure your appointment.
a) Payment for the Service is due at the time of session completion unless a package or alternative arrangement is expressly agreed upon in writing. Accepted payment methods include BACS, credit/debit card, or cash.
b) Packages: Payment for multi-session packages is due in full upfront unless a formal instalment plan is agreed.
c) Statutory Cancellation: If you book a session to take place within 14 days, you expressly request us to begin the Service during the cooling-off period and acknowledge that your right to cancel will be lost once the Service has been fully performed.
d) Product Payment: Orders for Products (essential oils, essences/ laboratory tests) including those made to third-party suppliers will not be processed until full payment has been received in advance.
Nothing in these Terms affects your statutory rights under UK law.
15.4. Late Payment and Default:
a) Any monies remaining outstanding after the due date will incur late payment interest at a rate of 4% above the prevailing Bank of England base rate until paid in full.
b) Recovery: We reserve the right to seek recovery of unpaid monies sixty days after the due date via collection agencies and/or the Small Claims Court. You shall be liable for all reasonable additional administrative and/or court costs incurred.
15.5. Payment Errors: If any errors are found in the amount paid, you will be notified and offered a refund for any overpayment or an invoice for any underpayment.
15.6. Resale Prohibition: You may not resell, redistribute, or incorporate any Products or Services into commercial offerings without our prior written consent. You agree to be responsible for any losses, liabilities, costs, or expenses (including reasonable legal costs) we incur as a direct and foreseeable result of your breach of this clause, including any unauthorised resale or commercial use of our Products or Services. This does not apply to the extent that such losses arise from our own negligence or failure to comply with these Terms.
16. Product Quality, Delivery, and Territory
16.1. Product Delivery and Notification of Issues:
a) You should inspect all physical Products upon receipt. Where possible, any visible damage or shortages should be noted with the carrier at the time of delivery.
b) You must notify us of any nonconformity, defect, missing items or damage within a reasonable period (ordinarily within 14 days of delivery, or upon discovery of a latent defect). The time for reporting latent defects shall be reasonable and proportionate to the nature of the fault.
c) Following such notification, we will, in accordance with your statutory rights, arrange to repair, replace, or refund the Price paid for the faulty or undelivered Products.
d) Unless otherwise agreed, Products will be delivered within 30 days of order confirmation.
16.2. Third-Party Product Facilitation:
a) Products sourced from third-party suppliers (e.g. laboratories) are outside our direct manufacturing control. We do not warrant their condition, availability, or delivery times. Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015.
b) In the event of an issue with a third-party Product, we will make reasonable efforts to liaise with the supplier on your behalf, but we cannot guarantee resolution.
c) Manufacturer Warranties: Any specific guarantees or assurances about such Products are provided by the third-party manufacturer. You acknowledge that our Service in this regard is limited to the recommendation and facilitation of the order.
16.3. Product and Service Changes:
a) We reserve the right to make minor changes to our working methods, communication systems, or the specific brands of Products recommended, provided such changes do not materially affect the core functionality or the agreed goals of your Service.
b) Unless expressly agreed otherwise, we do not warrant the availability, accuracy, completeness, reliability, timeliness, or output of Products or Services beyond their intended purpose.
16.4. Territorial Compliance:
a) Products and Services are designed to comply with the statutory legal requirements and safety standards of the United Kingdom.
b) We make no representation that Products comply with health or safety standards outside of the UK. If you access the Service from abroad, you do so at your own risk regarding local compliance.
16.5.Statutory Rights:
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, including that goods must be of satisfactory quality and fit for purpose, and services must be performed with reasonable care and skill.
17.Termination, Refunds, and Cancellation Policy
17.1. Termination Rights: Both you and we have the right to terminate the Service at any time. If we terminate a Service that is already underway (other than for your breach of these Terms), we will provide a pro-rata refund for any pre-paid, undelivered sessions. Nothing in these Terms affects your statutory rights under UK law.
17.2. Statutory 14-Day Right to Cancel:
a) Under UK law, you have the right to cancel this contract within 14 days of booking without giving a reason.
b) Waiver for Urgent Bookings: If you book and attend a session within this 14-day period, you expressly acknowledge that you are requesting the Service to begin before the cancellation period expires. You will lose the right to cancel the session once it has been fully delivered.
c) Digital Content Exception: By purchasing digital content, you expressly request immediate access and acknowledge that you will lose your 14-day right to cancel once the download or streaming begins.
d) Scope of Waiver: For the avoidance of doubt, downloading a digital resource (such as a diagram or guide) does not waive your 14-day right to cancel any separate, future, or undelivered Services (such as an upcoming consultation). Each Service or Product is treated as a separate transaction for the purposes of your statutory rights.
17.3. Session Cancellation & Rescheduling:
a) You must provide at least 48 hours’ notice (two full business days) to cancel or reschedule a session.
b) Sessions cancelled with less than 48 hours’ notice, or “no-shows”, will be charged in full. No refunds or credits will be issued for late cancellations.
c) If you have pre-paid for a package and cancel a session with the required notice, that session credit will remain on your account for future use, or will be refunded.
d) To exercise your right to cancel, you must inform us of your decision by a clear statement in writing (e.g. email). You may use the model cancellation form set out below, but it is not obligatory.
17.4. Refunds for Delivered Services: Since sessions are bespoke professional services, no refunds are available once a session has been delivered.
17.5. Product Refunds and Returns:
a) Cancellation: You may cancel a Product order before dispatch. Once dispatched, orders cannot be cancelled mid-transit.
b) Returns: Due to health and hygiene requirements, physical products (e.g. laboratory kits) can only be returned if they are unopened, with all seals intact, and in their original packaging. This is subject to the policy of the third party supplier. If the supplier refuses a return or charges a restocking fee, this will be reflected in any refund we are able to provide to you.
c) Costs: Unless the Product is faulty, you are responsible for return shipping costs.
17.6. Statutory Rights: Nothing in these Terms affects your rights under the Consumer Rights Act 2015 regarding faulty goods or services not performed with reasonable care and skill.
17.7. Acknowledgment: By booking a session or purchasing a Product, you acknowledge that you have read, understood, and accepted these Terms in full.
18. General Provisions
18.1. Recall and Remedial Action: If any recall, withdrawal, or remedial safety action related to a Product (such as an essential oil or testing kit) is required by a manufacturer or regulatory body, you agree to cooperate fully with our instructions. This may include returning the affected Product promptly. Where a recall is initiated by the manufacturer, we (or they) will facilitate the return or replacement at no additional cost to you.
18.2. Complaints and Dispute Resolution: We aim to provide a high-quality service. If you have any complaints or comments, please contact us immediately at eldinewilson@gmail.com. We will acknowledge your complaint within 5 business days and work with you to resolve the issue swiftly and fairly.
18.3. ADR: If we are unable to resolve a complaint, you may be entitled to refer the dispute to an Alternative Dispute Resolution (ADR) provider. Details of a suitable provider will be provided upon request.
19. General Legal Provisions
19.1. Force Majeure: We will not be liable for any breach of these Terms, or any delay or failure to perform, where such failure is caused by events beyond our reasonable control. This includes, but is not limited to: acts of God, civil commotion, pandemic, illness of key personnel where a reasonable substitute cannot be provided, strikes, floods, fire, failure of public or private telecommunications networks, or legislative changes. This does not affect your statutory rights under UK law.
19.2. Waiver: If we choose not to enforce a right under these Terms (for example, if we waive a late cancellation fee as a gesture of goodwill), this does not mean we have waived that right for future instances. Any waiver must be confirmed by us in writing. If we do not immediately insist that you do something you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. Any failure by us to exercise any rights or to enforce any of the terms of these Terms or the Privacy Policy shall not constitute a waiver of such rights or terms. No waiver of any provision of these Terms shall be effective unless it is expressly stated to be a waiver and signed by both Parties.
19.3. Governing Law and Jurisdiction: These Terms, the Service, and any disputes arising from them (including non-contractual disputes) shall be governed by and interpreted in accordance with the laws of England and Wales. You and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute.
19.4. Professional Standards & Insurance: We maintain Professional Indemnity Insurance and Public Liability Insurance as required by our professional governing bodies [CNHC]. We agree to perform the Service with reasonable care and skill in accordance with the standards of our profession.
19.5. Severance: If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force. Where possible, the invalid provision shall be replaced with a valid one reflecting the original intent.
19.6. Entire Agreement: These Terms, together with our Privacy Policy and any Booking Confirmations, constitute the entire agreement between you and us and supersede any prior discussions or representations. You acknowledge that you have not relied on any statement, representation, or promise that is not expressly set out in these Terms.
19.7. Third-Party Rights: No person other than you and us shall have any rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
Appendix
Model Cancellation Form
Complete and return this form only if you wish to withdraw from the contract.
To:
Email: Eldinewilson@gmail.com
I/We [] hereby give notice that I/We [] cancel my/our [] contract for the supply of the following service []/for the sale of the following goods:
• Ordered on: [Insert Date]
• Received on: [Insert Date - if applicable for physical products]
• Name of consumer(s): [Insert Name]
• Address of consumer(s): [Insert Address]
Signature of consumer(s):
Date: [Insert Date]
[] Delete as appropriate.