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. That counts as us cancelling, not you: there is nothing to pay for the appointment, and if you paid a £30 booking deposit we refund it in full or move it to a rebooking, whichever you prefer.

3. Bookings

Every appointment that is not a consultation — blood tests, the venous blood draw and IV therapy — takes a £30 deposit at the time of booking to hold your slot. It is not an extra charge: the £30 comes off the balance you settle in clinic on the day. Consultations take no deposit and are settled in clinic. See the cancellation policy for exactly what happens to the deposit if your plans change — that page is the full statement of it.

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

The £30 booking deposit is non-refundable if you cancel or do not attend. It can be moved, though, which is why the first item below matters most.

• Rescheduling, 24 hours’ notice or more — we carry your £30 deposit over to the new appointment, at no extra cost. This is the only way to keep the deposit if your plans change.
• Cancellation by you — the £30 deposit is not refunded, whatever notice you give. There is nothing further to pay.
• No-show — the £30 deposit is lost and 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 — a full refund of everything you have paid, the deposit included — or, if you’d rather, we put it towards a replacement slot instead. It’s your choice, and you get first pick of the replacement times.

Consultations take no deposit, so there is nothing to lose by cancelling one. Refunds, where due, normally reach you within five working days back to the original payment method. The cancellation policy sets this out in full and is the version that governs if anything here reads differently.

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@optimallab.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.