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Terms and conditions

Below are the terms on which Freedom Back Clinics provides service to its clients. Please ensure that you have read and fully understood them prior to booking any Freedom Back Clinics treatment.

1. Appointments and cancellations

   • Freedom Back Clinics will notify you of the time and date of your treatment appointment. On receipt of this notification, please confirm your attendance with the clinic concerned. Failure to do so may result in reallocation of the appointment time to another client. All practitioners at Freedom Back Clinics are trained and approved in accordance with the company's treatment protocols. In circumstances beyond our control eg sickness absence, Freedom Back Clinics does not guarantee continued treatment with a named practitioner. You may however postpone your treatment to the next available slot if you wish.
   • If you are unable to attend your appointment, we require 24 hours' notice in order to reallocate your appointment to another client. Failure to give the required notice may result in a cancellation fee.
   • Please arrive for your initial appointment at least 10 minutes in advance so that the necessary paperwork can be completed. Late arrival may result in forfeiting of the appointment. Freedom Back Clinics will endeavour to ensure that your appointment runs to time; however, for reasons beyond our control, we may need to cancel or postpone your appointment at short notice. In this unlikely event, we will make every effort to contact you in advance. We do not offer compensation if we cancel your appointment.

2. Credit card details, deposits and payments

   • Credit/debit card details are taken in respect of consultation and pre-assessment bookings in order to secure the appointment. No fee will be charged to this card unless you fail to attend your appointment or cancel it with less than 24 hours' notice. Under these circumstances, we will make a charge of £30 if it was a treatment appointment and of £50 if it was for an initial assessment and treatment appointment.
   • All treatment must be paid for in full prior to any treatment commencing.

3. Courses of treatments

   All treatments purchased at a block rate must be paid for in full in advance of the first treatment. All treatments must be taken within 12 months of the date of purchase. No refund will be given on unused portions of treatments packs.

4. Treatment suitability

   We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why.

5. Liability

   • Freedom Back Clinics will not be liable for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.
   • It is the client's responsibility to ensure that he or she provide Freedom Back Clinics with all relevant medical details prior to each treatment. Freedom Back Clinics will not be liable for any damage that occurs as a result of the client's failure to disclose such details.
   • The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, Freedom Back Clinics regarding the care of a treated area.

6. Your right to complain

   • We have set the highest possible standards for our service, designed to deliver an open, honest, ethical and transparent standard of care for all our clients.
   • If however you have any concerns or questions after your treatment, please call our clinic advice line in the first instance on 08080 555 999 (Lines open 7 days/24 hours) where our customer care team will advise on the best way to progress your complaint. You are entitled to lodge a complaint, either verbally, by telephone or in writing.
   • The member of staff who initially receives the complaint will convey the details to the Clinic Manager or their designated deputy, and you will receive a letter within seven days of lodging the complaint that an investigation into the matter is under way.
   • During the course of the investigation, Freedom Back Clinics may require you to attend an additional consultation with the practitioner involved in your treatment, if this is deemed appropriate. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this practitioner, the company's Chief Executive will review your case.

7. Improving our service to you

   • If you have any comments or suggestions on how we may improve the quality of service to our clients, please let us know on info@freedombackclinics.com.
   • This will be fed back to both the Clinic Manager and Customer Services, who will take your feedback into account when reviewing our practices. You may wish to complete the Customer Satisfaction Survey form at your clinic. Completed forms are forwarded to the Clinic Manager in the first instance, and copies will be sent to Freedom Back Clinics Head Office in Leeds.

This is a summary of the complaints procedure. A full version is available upon request.