1. About us

Ravenstone Wellness Ltd is a company registered in England and Wales under company number 15817367, with its registered office at 140 Lee Lane, Bolton, England, BL6 7AF. In these terms, "we", "us" and "our" mean Ravenstone Wellness Ltd, and "you" means the person booking or receiving our services.

You can contact us by email at [email protected] or by telephone on 07900 168997.

2. About these terms

These terms apply when you book or receive a bone health assessment, attend a screening day, join a PRIME programme, or use our website. By making a booking you agree to them, so please read them before you book. Nothing in these terms affects your legal rights as a consumer.

How we use your personal information is explained in our Privacy Notice, and our use of cookies in our Cookie Policy. Both are on our website.

3. What our assessments are, and what they are not

Our bone health assessments use REMS, a radiation-free ultrasound technology, to assess bone density, bone quality and fracture risk. They are a screening and information service. They are not a medical diagnosis, and they do not replace care from your GP or another healthcare professional.

If your results suggest anything that needs further investigation, we will explain what we have found and recommend that you speak to your GP. We do not prescribe medication, and we do not provide emergency care. If you are unwell or have urgent symptoms, contact your GP, call NHS 111, or in an emergency call 999.

4. Booking and paying for a bone health assessment

- The price of each assessment is shown when you book. At the time of writing, a bone health assessment costs £249.

- When you book online you pay a deposit of £50 to secure your appointment. The balance is paid at your appointment.

- Card payments are taken by our payment provider, Stripe. We never see or store your full card details.

- Your booking is confirmed when you receive our confirmation email.

- Before your appointment we will ask you to complete a short health questionnaire. Please answer it fully and accurately, and tell us if anything changes before your appointment, because it helps us interpret your results correctly.

5. Changing or cancelling your appointment

- If you need to change or cancel your appointment, please contact us as early as you can.

- If you give us at least 48 hours' notice, we will move your appointment to another date or refund your deposit in full, whichever you prefer.

- If you cancel with less than 48 hours' notice, or do not attend, your deposit is not refunded.

- Where your legal right to cancel in section 6 gives you more than this, that right applies instead.

- If we have to cancel or move your appointment, we will offer you a new date or a full refund of anything you have paid.

- If you arrive late, we will do our best to carry out your full assessment, but it may need to be shortened or rebooked so that the next person is not kept waiting.

6. Your legal right to cancel (the 14-day cooling-off period)

If you book an assessment or join a PRIME programme online, by email or by phone, you have the legal right to cancel within 14 days without giving a reason. The 14 days start on the day we confirm your booking or your place on a programme.

We will not start providing a service during those 14 days unless you ask us to. If you book an appointment that falls within the 14 days, or ask to start a PRIME programme straight away, we will ask you to confirm that you want us to start early.

If you ask us to start early and then cancel within the 14 days, you pay for the part of the service we have provided up to the point you tell us, and we refund the rest. Once a service has been fully provided, for example your assessment has taken place, the right to cancel that service ends.

To cancel, tell us clearly by email to [email protected] or by phone. You can use the cancellation form at the end of these terms, but you do not have to. We will refund you within 14 days of being told, using the same payment method you used.

This right is in addition to the cancellation arrangements in section 5 and the programme commitments in section 9.

7. Screening days

Screening days are held at partner venues and events. The date, time and venue are shown when you book, and the booking, payment and cancellation terms above apply to them in the same way. If a screening day is cancelled, we will offer you a place on another date or a full refund.

8. Your results

- We talk your results through with you at your appointment.

- Your full reports follow within 48 hours, shared securely to the email address you confirm with us at your appointment. Please download and keep a copy.

- Your results are confidential. We will not share them with anyone else, including your GP or an organisation that arranged or paid for your assessment, without your permission, except where the law requires us to.

9. PRIME programmes

PRIME programmes are delivered online and combine bone health education, strength training, nutrition and lifestyle guidance.

- PRIME Build costs £249 a month, with a minimum commitment of three months.

- PRIME Restore costs £399 a month, with a minimum commitment of six months.

- After the minimum commitment, either programme continues month to month until you give us 30 days' notice.

- About 35 days before your minimum commitment ends, we will email you to remind you that your programme will continue monthly unless you give us notice, so you have time to decide.

- Monthly payments are taken in advance by card.

- PRIME Restore includes our interpretation of up to two clinical tests and two follow-up review appointments, as long as you remain on the programme long enough for them to take place. The tests themselves are purchased separately, according to your individual needs.

- Tests, supplements and any additional consultations are otherwise optional and charged separately.

- You follow your programme in your own time. To get the most from it, please complete your check-ins and tell us if anything changes with your health.

- We may adjust your programme as you progress, so that it stays right for you.

Your minimum commitment

From the start of your programme we put time into your personalised plan, clinical input, arranging any tests and your ongoing support. For that reason, once the 14-day cooling-off period in section 6 has ended, the monthly payments for the rest of your minimum commitment remain payable if you decide to stop early.

You can end your programme early without paying for the rest of the minimum commitment if:

- a serious illness or injury means you cannot take part. We may ask for reasonable evidence, such as a note from your GP;

- we do not provide the programme as described and do not put it right within a reasonable time; or

- we make a change to the programme that significantly affects you.

If something else happens that seriously affects your ability to take part, tell us and we will consider it fairly. Where it suits you better, we can pause your programme instead of ending it. If your programme ends early for any of these reasons, you only pay for the months that have already started.

10. Exercise, nutrition and supplements

- If you have a medical condition, are taking medication, are pregnant, or have been told to avoid certain activity, please check with your GP before starting an exercise programme, and tell us.

- Stop any exercise that causes pain, dizziness or discomfort, and let us know.

- Any supplements we discuss are food-derived products, not medicines. Check with your GP or pharmacist before taking them if you take any medication.

- Our guidance is general advice based on the information you give us. It is not a medical diagnosis or treatment.

11. Our liability to you

We will provide our services with reasonable care and skill. If we do not, please tell us and we will put it right where we can.

We are not responsible for losses that were not foreseeable when you booked, or for losses caused by information you gave us that was inaccurate or incomplete. Our total liability to you for any service is limited to the price you paid for it.

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

12. Our website

The information on our website is general information about bone health and our services. It is not medical advice. We work to keep it accurate and up to date, but it may not always be complete. We are not responsible for the content of other websites we link to.

13. Complaints

If you are unhappy with any part of our service, please contact us at [email protected] so we can put it right. We aim to reply to written complaints within 5 working days.

14. Changes to these terms

We may update these terms from time to time. The version on our website when you book is the one that applies to that booking.

15. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Cancellation form

Only complete and return this form if you wish to cancel within the 14-day cooling-off period. You can also simply email or call us.

To: Ravenstone Wellness Ltd, 140 Lee Lane, Bolton, England, BL6 7AF. Email: [email protected]

I hereby give notice that I cancel my contract for the supply of the following service:

Service:

Booked on:

Name:

Address:

Signature (only if this form is sent on paper):

Date: