Terms and Conditions

About these terms

These terms and conditions govern your use of the Walnut Grove website and the services and classes we provide. Please read them carefully before booking an appointment or attending a class. By booking an appointment, attending a class or using our website, you agree to these terms. If you do not agree, please do not use our services. Walnut Grove Limited is a multi-disciplinary health and wellbeing clinic based in Portishead. Our registered address is: Slade Road, Portishead, Bristol, BS20 6BB. These terms are governed by the laws of England and Wales.

Our services

Clinical therapies

Walnut Grove provides access to a range of clinical and complementary health therapies, including osteopathy, physiotherapy, orthotics and foot health, sports therapy, acupuncture and Chinese medicine, shockwave therapy, injection therapy, audiology, cranial remoulding, homeopathy, nutritional therapy, life and wellbeing coaching, reflexology, massage therapy and reiki. Therapies at Walnut Grove are delivered by a combination of independent practitioners and employed staff. Independent practitioners are responsible for their own clinical decisions and practice, and hold their own professional registrations and insurance. Employed staff act on behalf of Walnut Grove Limited. Regulated practitioners, whether independent or employed, hold the relevant qualifications and professional registrations required by their governing body. A list of relevant regulatory bodies is set out in the section on regulated and unregulated therapies below. Walnut Grove provides the clinical environment and administrative infrastructure for independent practitioners operating from its premises. We are not a party to the clinical relationship between patient and an independent practitioner. Independent practitioners pay a facility fee to use Walnut Grove’s premises and access to patients, and hold their own professional indemnity insurance. Walnut Grove separately holds insurance covering the therapies delivered on-site. Treatment fees are paid to the practitioner directly, and the contract for treatment is between you and the practitioner, not Walnut Grove.

Classes

Walnut Grove offers group and individual wellbeing and rehabilitation classes, including physical rehabilitation, Pilates and yoga. Class availability, pricing and format are as published on our website and are subject to change. Some classes are delivered by Walnut Grove CIC, a separate community interest company. Where this is the case, it will be made clear at the point of booking. Walnut Grove Clinic and Studio classes and Walnut Grove CIC classes are entirely separate, and each is booked and paid for independently.

Bookings and appointments

Appointments and classes can be booked online via Jane App, by telephone or in person at the clinic. Online bookings are processed through Jane App (Jane Software Inc.), an independent platform. Use of Jane App is subject to Jane App’s own terms and conditions. A booking is confirmed once you receive written confirmation from us or via Jane App. We reserve the right to decline or cancel a booking where a service is unavailable or where we reasonably consider it not to be appropriate for a particular individual. Please ensure that the personal and health information you provide at the time of booking is accurate and complete. We rely on this information to provide safe and appropriate care.

Cancellation and rescheduling

We ask that you give us at least 24 hours’ notice if you need to cancel or reschedule an appointment or class place. This can be given by telephone or email at healthcare@walnutgroveclinic.com. If you need to cancel a Monday appointment over the weekend, you can leave a message on our answerphone or send an email. This allows us to offer the time to another patient or participant.

Cancellations made with less than 24 hours’ notice, or non-attendance without notice, will be charged at the full cost of the treatment or class. The current standard treatment charge is £56. This charge must be paid at or before your next appointment or class. If it is not paid, we may refuse to book any further appointments or classes until the charge is settled in full. Where a practitioner needs to cancel or reschedule your appointment, we will contact you as soon as possible and offer an alternative time. We will not charge you in these circumstances.

Payment and fees

Fees for appointments and classes are as published on our website or confirmed at the time of booking. Fees are subject to change and any changes will be communicated in advance. We accept payment by card, cash or bank transfer. We are unable to accept cheques. Payment is taken either before or after your appointment, and any outstanding fees must be settled within 24 hours, unless you are claiming through private medical insurance. Some services may require a deposit at the time of booking, this will be confirmed to you before you book. Where treatment is funded through private health insurance, it is your responsibility to confirm cover with your insurer before your appointment. Where possible, Walnut Grove may invoice your insurer directly, in which case you will need to provide your authorisation code, membership number and policy number, and consent to us sharing this information with your insurer for this purpose. You remain responsible for any costs not covered by your policy, such as excesses or fees outside your cover, and these must be settled within 24 hours of being notified of the amount due.

Your responsibility to disclose health information

Your safety and wellbeing depend on our practitioners having accurate and complete information about your health. Before any treatment or class participation, you must disclose:

• Any medical conditions, injuries or physical limitations relevant to the service
• Any medications you are currently taking
• Any previous treatments or procedures that may be relevant
• Any changes to your health between appointments

Failure to disclose relevant health information may affect the safety and outcome of your treatment and may limit the liability of Walnut Grove and its practitioners in the event of an adverse outcome. If you are pregnant, or think you may be pregnant, please inform your practitioner or class instructor before treatment or participation begins.

Regulated and unregulated therapies

Regulated therapies

Some therapies offered at Walnut Grove are regulated by law in the United Kingdom. Practitioners delivering these therapies are required to hold registration with the relevant statutory or professional body:

• Osteopathy, regulated by the General Osteopathic Council (GOsC)
• Physiotherapy, regulated by the Health and Care Professions Council (HCPC)
• Audiology, regulated by the Health and Care Professions Council (HCPC)
• Injection therapy, there is no dedicated regulatory body for injection therapy itself. Practitioners delivering injection therapy are regulated under their own relevant professional body, such as the General Medical Council or Health and Care Professions Council, depending on their profession. Walnut Grove is an approved clinic for Ostenil injections through TRB Chemedica UK, and displays this accreditation in reception.

Complementary and unregulated therapies

Some therapies offered at Walnut Grove are not statutorily regulated in the United Kingdom. This includes homeopathy, acupuncture, reflexology, reiki, massage therapy, nutritional therapy and life and wellbeing coaching. Practitioners delivering these therapies may hold voluntary professional memberships and are insured accordingly, but are not subject to statutory regulation. Complementary therapies are offered as a support to general health and wellbeing. They are not a substitute for conventional medical diagnosis, advice or treatment. If you have a serious or undiagnosed health condition, please consult your GP or a medically qualified professional before seeking complementary treatment. Walnut Grove does not make claims that any complementary therapy can diagnose, treat, cure or prevent any medical condition.

Injection therapy

Injection therapy involves a clinical procedure with associated risks. Prior to treatment, your practitioner will carry out an assessment and obtain your explicit written consent. You will be given the opportunity to ask questions and discuss the risks and benefits before proceeding. Injection therapy is not suitable for everyone and your practitioner may decline to treat where it is not clinically appropriate.

Classes, participation terms

Health and safety

By booking a class, you confirm that you are in suitable physical and mental health to participate. If you have any health condition, injury or physical limitation that may affect your participation, you must inform the class instructor before the class begins. Instructors may ask you to modify or stop an exercise if they believe it is not appropriate for you. You must stop any activity that causes you pain or discomfort and inform the instructor. Walnut Grove accepts no liability for injury arising from failure to disclose a relevant health condition or from continuing activity against instructor guidance. Please arrive on time. Late arrival may mean you cannot participate in that session for safety reasons.

Age and eligibility

Classes are open to participants aged 18 and over. Eligibility to attend is assessed by instructors, who reserve the right to refuse or withdraw access to a class where they consider it unsafe or inappropriate for that individual.

Recording and intellectual property

Classes provided by Walnut Grove are the intellectual property of the clinic and its instructors. You must not record, photograph or share class content without prior written permission from Walnut Grove. Where other participants are present, you must also consider their privacy and obtain their consent before capturing any images or recordings in which they appear.

Online and remote classes

Where classes are delivered remotely, it is your responsibility to ensure that your connection, device and environment are suitable and secure. You should use a private internet connection rather than public Wi-Fi. Walnut Grove will not record remote sessions without notice. During remote classes, you remain responsible for your own safety and for ensuring that your practice environment is safe, clear of hazards and appropriate for exercise.

Children and young people

Walnut Grove provides treatment for patients of all ages, including children and babies. Where a patient is under 18, a parent or legal guardian must provide consent for treatment and, where appropriate, be present during sessions. Where a patient is under 16, a parent or legal guardian must also be physically present to provide that consent in person. Every therapy follows the same consent process, in line with the practitioner’s own regulatory guidelines. Consent can be given verbally and recorded in your notes, or in writing if you prefer. 

Our practitioners work within the legal framework of their professional regulatory bodies. Cranial remoulding services for infants include a free initial consultation. You are under no obligation to pay for this, though you may be asked if you would like to donate the equivalent fee to Head Start 4 Babies, a charity that helps fund treatment for other families. Parental or guardian consent is required before any treatment programme begins.

Website use

The content on the Walnut Grove website is provided for general information only. It does not constitute medical advice and should not be relied upon as a substitute for professional clinical assessment or treatment. We take care to keep website content accurate and up to date, but we do not guarantee that all information is current or complete. Therapy descriptions, pricing and availability are subject to change. You must not use this website for any unlawful purpose or in any way that could damage, disable or impair its operation.

Limitation of liability

Walnut Grove takes reasonable care in the provision of its services and in the maintenance of its facilities. However, to the fullest extent permitted by law:

• We are not liable for any loss or damage arising from the actions or omissions of independent practitioners operating from our premises. Where a service is delivered by a Walnut Grove employee, our liability is as set out elsewhere in this section.
• We are not liable for any injury, loss or damage arising from class participation where you have failed to disclose a relevant health condition or have continued activity against instructor guidance.
• We are not liable for any loss arising from your reliance on information published on this website.
• Our total liability to you for any claim arising from these terms or the services we provide shall not exceed the amount paid by you for the specific service to which the claim relates.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or any other liability that cannot be limited by law.

Complaints

If you have a concern about any aspect of your experience at Walnut Grove, please contact us in the first instance so that we can try to resolve the matter. Complaints relating to the clinical conduct of a regulated practitioner may also be raised with their relevant professional body. See the section on regulated therapies above for details of governing bodies. Contact: Steven Harper, Walnut Grove Limited. Slade Road, Portishead, Bristol, BS20 6BB.

Changes to these terms

We may update these terms from time to time. Any changes will be published on this page with a revised date. Continued use of our services following any update constitutes acceptance of the revised terms.

Contact us

If you have any questions about these terms, please contact us at: Walnut Grove Limited Slade Road, Portishead, Bristol, BS20 6BB.
Email: healthcare@walnutgroveclinic.com Telephone: +44 1275 818303