Terms and conditions

These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.

Please read these terms carefully and in full before using this site or submitting an order. These terms tell you who we are, and about how we supply our products and services. They may change from time to time and without notice. The headings are for convenience only and do not affect meaning.

We are

We are Pain Care Clinic Limited, company number 7376424. Our registered address is 19 Grosvenor Mount, Leeds, LS6 2DX.

Contact between us

If you need to write to us, you can do so by post to the address above, or by email to info@paincareclinic.co.uk. You can also phone us on 0330 041 7271. Any calls made to this number from a UK landline will be charged at the local rate for that number.

Our working days are Monday to Friday. We don’t count public holidays as working days. Our hours are between 9am and 5pm.

We will use any contact information you provide to us to return calls or otherwise contact you.

Using this website

The content of this website is for general information only. You are welcome to contact us for more specific information and advice.

Prices and orders

Prices quoted include VAT and exclude delivery.

When you place an order online you should receive an automated email from Worldpay or PayPal to confirm they are processing your payment, and another automated email from us to acknowledge your order and give you an order number.

We will then check and process your order. We reserve the right not to accept an order. 

If we do not accept your order, for example because we do not have enough stock or a workshop is full, we will tell you in writing and we will not charge you. We expect these occasions to be rare.

Your order is accepted when we dispatch your products or confirm your booking. Acceptance of your order will create a contract between us and we will send you a full sales invoice.

We aim to complete our side of all contracts within 30 days, although we are usually much quicker.

Delivery

Our standard delivery charge is £3.99. This covers Royal Mail second-class delivery of a small package up to 2kg, delivered to any single address in the UK. We expect this to be sufficient for most consumer orders. If your order is larger than that, you are welcome to contact us before placing it, or we may contact you about delivery method and any charges.

Unless special arrangements are made between us we cannot guarantee delivery by a particular date and are not legally responsible for delivery by a particular date.

We do not deliver to addresses outside the UK, unless agreed in advance of an order being placed.

Delivery and orders outside the UK

We welcome enquiries about our products and services from outside the UK.

If you wish to place an order from or request delivery to a location outside the UK, we can provide you with a quote for the items and delivery. You can then decide whether to place the order.

You will be responsible for the goods from dispatch and for payment of all import duties and other charges.

Legal jurisdiction

We are registered in England and Wales and all dealings with us are governed by the laws of England and Wales.

Even if you or your delivery location is outside the UK, we will not accept liability under any laws that apply outside England and Wales.

Any legal action against us must be brought within England and Wales.

Products

We source our own products and from time to time we may make adjustments or improvements. There may sometimes be minor variations between the products or packaging pictured and those supplied. If these minor variations are not acceptable to you, you can return goods under your cooling off / changing your mind rights.

Cooling off / changing your mind rights

You can change your mind about an order you’ve placed or a product you’ve received. If you change your mind please let us know as soon as possible by email to info@paincareclinic.co.uk.

If you inform us before dispatch of an item, we will not send out the product.

If you change your mind after you’ve received an item, you must inform us within 14 days of receiving it that you wish to cancel your order. After that, you have a further 14 days to return the item to us.

All items returned must be unused, in their original undamaged packaging and capable of re-sale. You are responsible for looking after an item while it remains with you.

You are also responsible for returning an item to us. This includes choosing an appropriate method of return, and paying the costs of return and any insurance against loss or damage, if you wish to take this out.

We will confirm by email when returned items have been received by us and whether the condition is acceptable for a refund. Assuming it is, we will authorise a refund without quibble. We will refund the price and any standard delivery charges you paid.

For appointments and workshops the situation is slightly different, see below.

Faulty products

As well as having cooling off rights or rights to change your mind about an order, consumers also have statutory rights in relation to faulty products. By faulty products, we mean products with serious defects or products that are not as described or are not fit for their purpose.

You can return faulty products and ask for either a replacement or a full refund.

If you intend to return a faulty product, please let us know by email as soon as you realise the product is faulty, as this can affect whether you are entitled to a refund or a replacement.

Once you have notified us that the product is faulty, please return it to us so we receive it within a further 14 days.

If a product is found to be faulty within 30 days of purchase we will offer you a full refund or a replacement.

If goods are found to be faulty within 6 months of purchase, we may offer you a repair or a replacement instead.

Cooling off rights do not apply to workshops or appointments if these are booked within 30 days of the start date. However, we will still try to accommodate a cancellation if we can. See Appointments and Workshops.

Refunds

Where you are entitled to a refund for a cancelled order or faulty product, we will process your refund as soon as possible after satisfactory return of the relevant item. Occasionally, it may take us up to 30 days to process a refund.

Refunds will be made to the card or account used for payment.

Appointments

All appointments must be paid for in advance or on the day.

We sometimes have a waiting list for appointments. If you would like to cancel or change an appointment you have already booked, please let us know as soon as possible so we can offer the appointment to someone else.

We have a 24-hour cancellation policy. This means that if you don’t give us at least 24 hours’ notice that you wish to cancel or re-arrange an appointment, we will charge in full for the appointment. We will charge you even if we find someone else to take the appointment.

We can accept payment for missed appointments by cash, card, or bank transfer.

Workshops

We schedule all workshops carefully and with the intention that they will go ahead as planned. All workshops must be paid for in full at the time of booking.

We may decide to cancel a workshop, for example if we do feel we have enough bookings to make it a worthwhile workshop experience. If we cancel a workshop, we will offer you a refund or a place on another workshop.

We are not responsible for reimbursing any travel or accommodation costs you may be responsible for.

You can change your mind and cancel a workshop booking, provided there is still 30 days or more before the workshop is scheduled to run. You can’t change your mind about attending a workshop after it has run.

If you cancel your workshop booking with less than 30 days to go before the workshop, you do not have the right to either a refund or a place on another workshop. However, if we have someone on a waiting list who can take your place we will exercise our discretion.

Matters outside our control

If we cannot supply goods or services for reasons beyond our control, we are not obliged to offer you a refund, and we are not responsible for any losses you may incur.

Payment and ownership of products

As a precaution against non-payment, legal ownership of products belongs to us until full payment is made.

Interest

We are entitled to charge interest on all invoices until full payment.

Legal liability and professional accountability

It is always our intention to provide you with goods and services that meet legal and professional standards.

We don’t limit our liability for defective products where it would be unlawful to do so.

Privacy and data protection

We are registered with the UK data protection registrar.

We respect your privacy online and offline. And we believe it is important for you to be able to access the information and help you need in confidence.

First and foremost, we are complementary therapists. All our client healthcare records are confidential. We keep them securely. We will not disclose any personal client information unless we are legally or professionally obliged to do so, for example to prevent harm to you or someone else.

As well as being complementary therapists, we run this website. To enable us to do this, we collect and process additional information from website users. This information includes information you give us and information we automatically collect, for example by using cookies.

Information we collect

We will collect and process any information you give us when using this website or communicating with us by e-mail, phone, or in other ways, including face to face.

We will also automatically collect information about your visits to this website and the content you view. We use cookies to help us do this.

How we use the information we collect

When we use the information we collect, we will do so with our data protection obligations in mind.

We may use the information to:

  • Fulfil a contract with you, process a payment or refund, or provide you with information or services you have requested.
  • Keep our website safe and secure, and make improvements to it.
  • Notify you of changes to our products or services that may affect you.
  • Measure the effectiveness of our products and services and our advertising.
  • Suggest additional products or services you may like, either from us or from other businesses.
  • Share some of it with other related businesses or websites we run, or with third parties.
  • Anonymise the data and share it for statistical analysis.

Information from a third party

It is possible that we may receive information about you from a third party, possibly another website we run or an online service owned by someone else. Where we do so, we will assume you have already consented to this information being shared and we may combine it with our own information and use it to send you information about products and services we feel you may be interested in.

Marketing information

You have the right to ask us not to use your personal data for marketing purposes. You can exercise this right at any time by contacting us at info@paincareclinic.co.uk.

Your access to information

The Data Protection Act gives you the right to access information held about you. If you wish to exercise this right you can contact is at info@paincareclinic.co.uk.

We are entitled to charge a fee for complying with an information access request. This fee is £10. The fee must be paid in advance of us providing the information.

Cookies

Our website uses cookies to distinguish you from other users of our website. By using our website, you agree to our privacy policy and you consent to our use of cookies.

A cookie is a computer file that is sent to your device and stored there. Cookies can be used to track how you use this site in a one-off session or as a returning visitor.

We use cookies to help us understand how website visitors use our site and what information is most useful to them. This helps us to provide the best service we can. Cookies do not contain information that identifies a visitor personally. However, if you choose to share personal information with us (for example, by using our shop), we may be able to link that personal information to information from cookies.

Some cookies expire as soon as you close your web browser at the end of a visit. Other cookies stay on your device until you delete them. You can delete cookies by following the instructions for your particular browser.

You can also block cookies, although if you do so your experience in using this website may not be as good as it could be.

It is possible that we might invite third parties to provide services to enhance this website. Those service providers may also send you cookies. They may use the information they obtain from their cookies to:

  • Track your browser beyond this website
  • Build a profile of your online activity
  • Target advertisements towards you.

Third party analytics

We use Google Analytics to analyse use of this website. Google Analytics generates statistical and other information about website visits by using cookies. The analytics information generated for this website is used to create reports for us on use of the website (for example, on visitor numbers). Google stores this information. Google’s privacy policy is available at: http://www.google.com/privacypolicy.html.

Protection from fraud

We use third party delivery and payment services. We may share personal information about you with a third party for the purpose of delivery, fraud protection, and assessing credit risk.

Storage and transmission of your personal information and data

Unfortunately, transmitting information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee its security and you send it at your own risk.

Once we have received your information, we will take appropriate measures to prevent unauthorised access.

Now or in the future, the personal information and data we collect about you may be transferred to and stored outside the European Economic Area (EEA), where other data protection laws may apply. It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. By using this website or providing us with personal information, you are agreeing to this possibility. We will take all reasonable steps to ensure that your data is treated securely and in accordance with this privacy policy.

Passwords

If you have been given, or have chosen, a password that enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Sale or transfer of this business

If we sell or transfer Pain Care Clinic Limited or this website, your personal data may be included in the sale and may also be disclosed or transferred.

Changes to our privacy policy

We reserve the right to make changes to our privacy policy from time to time and without notice.