Booking terms

These terms govern your booking and your visit to Optimal Health, a trading name of Optimal Group Ltd, a company registered in England and Wales with its operational address in Newport, South Wales. By booking a service you agree to these terms.

1. Wellness services only

Optimal Health offers wellness services. We do not provide medical advice, diagnosis or treatment, and we are not a substitute for care from a qualified clinician. We do not prescribe medication. We do not administer controlled substances. If, during the course of a service, we identify something we believe requires medical attention, we will refer you to your GP or to an appropriate specialist.

2. Eligibility

You must be at least 18 years old to book a service. You must be physically present in the United Kingdom for any in-clinic service.IV therapy and phlebotomy may be refused on the day at our discretion if our nurse considers it unsafe to proceed — for example, due to recent illness or pregnancy. In those cases there is nothing to pay, as payment is only taken in clinic once a service has gone ahead.

3. Bookings

Some appointments — such as bloodwork — take a £30 deposit at the time of booking to hold your slot; it is deducted from the balance you settle in clinic on the day. Free consultations and other appointments take no deposit and are settled in clinic. See the cancellation policy for how deposits are handled.

Slots are provisional until we confirm them by email or phone, usually within 24 hours of your request. If we cannot accommodate the date or time you requested, we will offer the closest available alternative.

4. Cancellation, rescheduling and refunds

• More than 24 hours’ notice— reschedule or cancel at no cost.
• Less than 24 hours’ notice, or a no-show — any £30 booking deposit is forfeited; there is nothing further to pay. Please still let us know as soon as you can so we can offer the slot to someone else.
• No-show without contact— the booking is closed. Repeat no-shows (two or more without contact in a twelve-month period) may mean we ask for payment in advance for future bookings.
• Cancellation by us— if you had prepaid for a service, a full refund, and first choice of any replacement slot.

Where no deposit was taken there is normally nothing to refund. Any £30 booking deposit is non-refundable if you cancel inside 24 hours or do not attend, and is otherwise carried to your rebooked slot — see the cancellation policy. Where you have paid for a service in advance, refunds are processed within five working days back to the original payment method.

5. Prices

All prices are quoted in pounds sterling and include VAT where applicable. We may change prices from time to time; the price that applies to your booking is the one in effect when you booked. We will not change it after confirmation.

6. Your conduct in the clinic

We ask that you arrive sober, on time, and ready to provide honest answers to the intake questions. We reserve the right to decline service to anyone who behaves in a way that endangers themselves, our staff or other guests.

7. Honest disclosure

For IV therapy and phlebotomy, we rely on you to disclose any medication you are taking, any condition that may affect the procedure, and any allergy. Failure to disclose may result in the service being refused without refund, and may affect our ability to keep you safe.

8. Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited under English law. Subject to that, our total liability to you in connection with a single booking is limited to the amount you paid us for that booking.

We are not liable for any indirect or consequential loss, or for loss arising from inaccurate information you provided to us.

9. Marketing and updates

If you opted in to marketing during booking, we may send occasional updates about new services or content. You can unsubscribe from any such message at any time using the link in the email.

10. Complaints

If something has gone wrong, please tell us first — email hello@optimalhealth.co.uk. We aim to acknowledge complaints within two working days and respond substantively within ten. Where a complaint concerns the handling of your personal data, you may also contact the Information Commissioner’s Office.

11. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any dispute arising out of or in connection with them.

12. Changes to these terms

We may update these terms from time to time. The version in effect when you booked is the version that applies to your booking. The date at the top of this page reflects the most recent change.