Our terms:

1.           These terms

  1.1.       What these terms cover. These are the terms and conditions on which we supply services to you on our premises.

  1.2.       Why you should read them. Please read these terms carefully before you purchase a service from us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2.           Information about us and how to contact us

  2.1.       Who we are. We are Success Alchemy as Private Practice Mastery a company registered in England and Wales. Our company registration number is 13189664 and our address is Graves Health and Sports Centre, Bochum Parkway, Sheffield S8 8JR.

   2.2.       How to contact us. You can contact us by telephoning our reception team at 01143 211852 or by writing to us at [email protected].

  2.3.       How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your purchase.

  2.4.       "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3.           Our contract with you

  3.1.       How we will accept your purchase. Our acceptance of your purchase will take place when we take payment, at which point a contract will come into existence between you and us.

  3.2.       If we cannot accept your purchase. If we are unable to accept your purchase, we will inform you of this in writing and will not charge you for the services. This might be because of unexpected limitations on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the service or because we are unable to provide the modality that you have purchased.

4.           Our rights to make changes

  4.1.       Changes to the services and these terms. We may make changes to these terms or the service. If we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any services paid for but not received. We may make the following changes:

   (a)      To reflect changes in relevant laws and regulatory requirements;

   (b)      The duration of the service;

   (c)      Any equipment used to supply the service i.e. from time-to-time we may change our equipment for newer models;

   (d)      Policies and procedures to improve the running of the clinic and the service you receive.

5.           Providing the services

  5.1.       When we will provide the services. During the order process we will let you know when we will provide the services to you and how you can end the contract.

   (a)      If it is a one-off service/appointment. The service will be held on the date set out when you purchase the appointment.

   (b)      If the services are a package of appointments/sessions. During the order process we will let you know when you can come to us for appointments. Our packages are designed to improve your health quickly, which is why we add an expiry date to the package. We want to help you get better sooner rather than later. If you purchase a package of eight or ten appointments, they must all be used within three months of the order date. If you purchase a package of four or five appointments, they must be used within two months of the order date.

  5.2.       We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

  5.3.       What will happen if you do not give required information to us. We will need certain information from you so that we can supply the services to you, for example, name, address, email address, medical history. We will contact you in writing or via telephone to ask for this. If you do not give us this information within a reasonable time of us asking for it, we may end the contract (and clause 8.2 will apply). We will not be responsible for supplying the services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

  5.4.       What will happen if the information you give us is incomplete, incorrect or inaccurate. If you give us incomplete, incorrect or inaccurate information, we will not be liable to you for any loss, damage, costs, or other claims for compensation arising from this.

  5.5.       Reasons we may suspend the supply of services to you. We may suspend the supply of a service to:

   (a)      Deal with technical problems or make minor technical changes

   (b)      Update the services to reflect changes in relevant laws and regulatory requirements

   (c)      Make changes to the product as requested by you or notified by us to you (see clause 4).

   (d)      Deal with problems which result in an increased risk of patient and staff safety i.e. a problem with the clinic premises

   (e)      Deal with an event or situation outside our control.

  5.6.       Your rights if we suspend the supply of services. We will contact you in advance to tell you we will be suspending the services.

6.          Your rights to end the contract

  6.1.       You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

   (a)      If what you have bought has been misdescribed you may have a legal right to end the contract (or a service re-performed or to get some or all of your money back), see clause 9;

   (b)      If you want to end the contract because of something we have done or have told you we are going to do, see clause 6.2;

   (c)      If you have just changed your mind about the service, see clause 6.3. You may be able to get a refund if you are within the cooling-off period;

   (d)      In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.5.

6.2.       Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below, the contract will end immediately and we will refund you in full for any services which have not been provided. The reasons are:

   (a)      we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 4.1);

   (b)      we have told you about an error in the price or description of the service you have ordered and you do not wish to proceed;

   (c)      there is a risk that supply of the services may be significantly delayed because of events outside our control.

  6.3.       Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online or over the phone, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

  6.4.       How long do I have to change my mind? You have 14 days after the day you make payment and the contract forms (see clause 3.1). This is called the “cooling-off” period. However, you do not have a right to change your mind in respect of services once these have been completed, even if the cancellation period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

  6.5.       Ending the contract where we are not at fault and there is no right to change your mind. If we are not at fault and you do not have a right to change your mind (see clause 6.1), you can end the contract before it is completed, but you will not be refunded the money for the sessions/appointments you have not used.

7.           How to end the contract with us (including if you have changed your mind)

  7.1.       Tell us you want to end the contract. To end the contract with us, please let us know by: 

(a)      Phone - 01143 211852

(b)      Email - [email protected]

  7.2.       How we will refund you. We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.

  7.3.       Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

   (a)      We may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

  7.4.       When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.

8.         Our rights to end the contract

  8.1.    We may end the contract if you break it. We may end the contract for a service at any time by writing to you if:

   (a)      You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, name, telephone number, email address, medical history.

  8.2.    You must compensate us if you break the contract. If we end the contract in the situations set out in clause 8.1 we will not be liable to refund you any money you have paid in advance for services.

9.         If there is a problem with the services

  9.1.    How to tell us about problems. If you have any questions or complaints about the service, please contact us. You can telephone 01143 211852, write to us at [email protected] or speak to our staff in clinic.

  9.2.    Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. We recommend you review the Consumer Contracts Regulations (2013) or see the Citizens Advice website www.adviceguide.org for detailed information regarding your key legal rights.

10.         Price and payment

  10.1.    Where to find the price for the service. The price of the service (which may include VAT) will be the price indicated on the email, via phone or in clinic when you placed your order.

  10.2.    We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

  10.3.    When you must pay and how you must pay. We accept payment with Mastercard, American Express, Visa, Debit Cards, bank transfer and cash. For one-off appointments and a package of appointments, you must make an advanced payment of the full amount of the price of the services before your first appointment. We will invoice you for the price of the services once you have paid for them.

  10.4.    Offers and codes.

   (a)      Offers and codes cannot be used in conjunction with another offer or package available.

   (b)      Offers and codes must be used within the specified amount of days stated or advised when obtaining the offer or code.

   (c)      Offers and codes are not for resale and are not redeemable for cash

   (d)      Codes must be applied at the time or purchase, not after the purchase has been made

   (e)      Offers and codes can be shared with family and friends, however, this must be agreed with us beforehand in writing.

11.         Our responsibility for loss or damage suffered by you

  11.1.    We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

  11.2.   We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 9.2; and for defective products under the Consumer Protection Act 1987

12.         How we may use your personal information

  12.1.    How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

13.         Other important terms

  13.1.    If staff leave. If staff leave in the time period of your package, your sessions will be transferred to another therapist.

  13.2.    Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.

  13.3.    If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

  13.4.    Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything 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. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.

  13.5.    Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

14.         Complaints Procedure

If you have a complaint or concern about the service you have received in this practice, please let us know. We operate a practice complaints procedure, and our complaints system meets national criteria.

  14.1. How to complain? We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

Complaints should be emailed to [email protected] address to the attention of the Practice Manager. To ensure your concerns are dealt with promptly, it will be a great help if you are as specific as possible about your complaint.

 14.2. What shall we do? We shall acknowledge your complaint within 5 working days and aim to have looked into your complaint within 14 working days of the date when your complaint has been acknowledged by us. We shall then be able to offer you an explanation of the investigation outcome. When we look into your complaint, we shall aim to:

   a. find out what happened and what went wrong,

   b. make it possible for you to discuss the problem with those concerned, if you would like this,

   c. ensure you receive an apology, where this is appropriate,

   d. identify what we can do to make sure the problem does not happen again.

 14.3. Complaining on behalf of someone else: The practice team keeps strictly to the rules of medical confidentiality. If you are not the patient but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this, in which case a compacity report will need to provide for us to disclose/discuss any matter to the 3rd party.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.