Consumer Terms

1. Who we are

iMetaWellness Limited (“iMetaWellness”, “we”, “us” or “our”) is a company registered in England and Wales under company number 13911618. Our service location is 37 Orbain Road, London SW6 7JZ, United Kingdom (by appointment only). You can contact us through the patient enquiry form.

These Consumer Terms apply when an individual acting wholly or mainly outside their trade, business, craft or profession books a service from us. Separate written terms may apply to services commissioned by an employer or another organisation.

2. The information forming your agreement

Your agreement with us consists of these Consumer Terms, the description and price displayed for the appointment at checkout, the booking confirmation and any service-specific information provided before you pay. If a service-specific term conflicts with these terms, the term that gives the consumer the clearer or more specific protection for that booking will apply, unless the law requires otherwise.

Please check the appointment type, practitioner where shown, format, date, time zone, duration and price before payment. Tell us promptly if the confirmation does not match what you selected.

3. Our services

Our services may include structured wellbeing conversations, resilience planning, support with routines, stress load, sleep habits, boundaries, focus, recovery and personal change. The precise content depends on the appointment description and what is reasonably agreed with you.

We will provide the service with reasonable care and skill. We do not promise a particular personal, health, employment or commercial result. Recommendations are collaborative wellbeing suggestions, not instructions to start, stop or change medication or healthcare treatment.

4. Suitability and referrals

You agree to provide information that is accurate enough for us to consider service fit and safety. We may decline, pause or end a service when it falls outside our competence or scope, when safe delivery is not reasonably possible, when there is abusive or threatening conduct, or when another professional route appears more appropriate.

We may recommend that you contact a GP, NHS service or appropriately regulated professional. A recommendation or referral does not create responsibility for a third party’s availability, assessment, advice or service.

5. Booking and contract formation

The website invitation to book is not itself an offer. You make a booking request when you complete checkout and payment. A contract is formed when we send a booking confirmation, subject to any stated verification or suitability requirement. If we cannot accept the booking, we will tell you and refund any payment taken for the unavailable service.

You must be at least 18 years old to book unless we have expressly agreed an appropriate service and consent arrangement in writing.

6. Prices and payment

The price payable is the amount displayed for the appointment immediately before payment. Any applicable tax or mandatory charge should be included or clearly identified. Payment is handled through the booking service and its payment provider. We do not ask you to send payment-card details through the patient enquiry form.

If an obvious pricing error occurs and could reasonably have been recognised as a mistake, we may cancel the booking and provide a full refund rather than supply the service at the incorrect price.

7. Your statutory right to cancel

For many distance service contracts, a consumer has 14 days from the day after the contract is made to cancel without giving a reason. To cancel, send a clear statement through our contact form, identifying the booking and the decision to cancel. You may use any clear wording; a specific form is not required.

If you ask us to provide the service during the 14-day cancellation period, you expressly request an early start. If you then cancel before the service is fully performed, we may charge a reasonable amount proportionate to what has been supplied, where the law permits and the required information and consent were provided. If the service is fully performed during that period after your express request and acknowledgement, the statutory cancellation right may be lost.

Nothing in this section removes rights you have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 or other applicable consumer law.

8. Appointment changes and non-attendance

Any appointment-specific rescheduling or late-cancellation rule will be shown before payment or in the confirmation. A charge must be reasonable and reflect the timing and circumstances rather than operate as an unfair penalty. Statutory cancellation rights take priority.

If you are late, the appointment may still need to end at the original time. If you do not attend and have not cancelled, we may treat the reserved appointment as supplied to the extent permitted by the booking terms and consumer law. Contact us as soon as practical if illness, emergency or a technical failure affects attendance.

9. Changes or cancellation by us

We may need to change a practitioner, format or time for reasons including illness, safeguarding, technical failure or circumstances outside reasonable control. We will offer a reasonable alternative or refund the affected service when we cannot provide it. We will not make a material change without telling you.

10. Online appointments and technology

You are responsible for a reasonably private location, compatible device and stable connection. We are responsible for taking reasonable steps to use suitable systems on our side. If a material technical failure prevents the service, we will try to reconnect, switch to an agreed alternative or rearrange the affected time.

Wearable, questionnaire or lifestyle information may support reflection when expressly agreed. It is not continuous clinical monitoring, an emergency alert system or a diagnostic service. Do not rely on it to decide whether urgent care is needed.

11. Confidentiality, privacy and safeguarding

We handle personal information as described in our Privacy & Cookies notice. Information about mental or physical health may be special-category personal data and requires additional protection.

Confidentiality is not absolute. We may need to share limited information when required by law, to protect vital interests, to address a serious safeguarding concern or with your consent for an appropriate referral. Our Safeguarding page explains urgent routes and key limits.

12. Self-assessments and educational content

Library articles, guides and Watu questionnaires are provided for general education and self-reflection. A score may help organise a conversation but cannot confirm or exclude a condition. Results should not be used to change medical care without advice from an appropriately qualified professional.

13. Third-party services and links

The booking platform, payment provider and any clearly identified third-party resource may have their own terms and privacy information. We remain responsible for our own contractual obligations, but we do not control unrelated third-party content or services. A link is not a medical recommendation or guarantee.

14. If the service is not provided with reasonable care and skill

Please tell us promptly so we can understand the concern. Consumer law may entitle you to repeat performance, a price reduction or another remedy when a service does not conform to the contract. Nothing in these terms excludes or restricts rights that cannot lawfully be excluded.

15. Liability

We do not exclude or limit liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to that, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for business losses incurred by a consumer acting for personal purposes.

You remain responsible for decisions outside the agreed wellbeing service, including medical, medication, financial, legal, employment and emergency decisions that require an appropriately qualified adviser.

16. Complaints

Send a complaint through the contact form and select the complaint option. Include the booking reference, a concise description and the outcome you are seeking. We will acknowledge the complaint and aim to provide a fair response within a reasonable time. We may ask for information needed to investigate.

You may also seek independent information about consumer rights from Citizens Advice or the relevant local Trading Standards service.

17. Changes to these terms

We may update these terms for future bookings to reflect law, service or technology changes. The version in force when your contract is formed normally applies to that booking. A later change will not retrospectively reduce your accrued statutory or contractual rights.

18. Governing law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory protection and may be entitled to bring proceedings in the courts of the part of the UK where you live. We encourage both sides to try to resolve a concern directly first, without limiting either party’s legal rights.

19. Urgent support

iMetaWellness is not an emergency service and website forms or booking messages may not be read immediately. In the UK, contact NHS 111 for urgent medical advice. Call 999 or attend A&E if there is immediate danger or a life-threatening emergency.