Knox Nutrition – Terms of Business
Standard terms of business
KNOX NUTRITION LTD, registered in England & Wales, company number 17462815, of Cherry Tree Cottage, Henley Hill, Henley, Haslemere, GU27 3HG ("we" or "us"). Email: hello@knox-nutrition.co.uk
Where to find information about us and our services
You can find everything you need to know about us, Knox Nutrition Ltd, and our services on our website www.knox-nutrition.co.uk before you order. We also confirm the key information to you in writing by email after you order.
Medical disclaimer
Nutritional therapy is not a substitute for the consultation, diagnosis or medical treatment provided by your doctor or other healthcare provider. We do not diagnose or treat medical conditions.
You should not rely on any information or guidance we provide as an alternative to medical advice from your doctor or healthcare provider. We are not responsible for any loss or harm that results from you using our guidance in place of medical advice, or from you not following the advice of your doctor or healthcare provider.
You must tell us about any medical conditions, diagnoses, medications, supplements, pregnancy or breastfeeding, and any changes to your health during the time we work together, as this affects the advice we can safely give. Never stop, reduce or change prescribed medication without speaking to your doctor first.
If you have any specific questions or concerns about a medical matter, you should consult your doctor or healthcare provider as soon as possible. If you think you may be suffering from a medical condition, seek medical attention promptly, and in an emergency call 999, or call NHS 111 for urgent advice. Do not delay seeking medical advice, disregard medical advice or stop medical treatment because of information or guidance we provide.
Nothing in this disclaimer limits or excludes any liability that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence.
When you buy from us you are agreeing that:
We only accept orders when we've checked them
We accept your order when we confirm your booking by email.
Sometimes we reject orders
Sometimes we reject orders, for example if we can't verify you are over 18 or because the service was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you order
You pay the full price of your discovery call or programme when you book, either online or using the payment link we send you.
Discovery calls
Discovery calls cost £20. If you go on to book a programme with us, we will give you a code to deduct the £20 from the programme price.
We're not responsible for delays outside our control
If our supply of your service is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us at hello@knox-nutrition.co.uk to end the contract and receive a refund for any services you have paid for in advance but not received, less reasonable costs we have already incurred.
If you miss or cancel an appointment late
If you need to cancel or rearrange an appointment, please give us at least 24 hours’ notice. If you cancel or rearrange with less than 24 hours’ notice, or don’t attend, the session will count as used if it is part of a programme or bundle, or the fee for a single appointment will not be refunded. We understand that emergencies happen, and we may use our discretion.
You have a legal right to change your mind
For our services, you have 14 days after the date we confirm your order to change your mind about a purchase, but:
You lose the right to cancel any service once it has been completed, and you must pay for any services provided up to the time you cancel.
You agree that we can start to provide the services before the end of the cancellation period. If you cancel after the services have started but before they have been fully performed, you agree to pay for the services supplied up to that point. The amount payable will be in proportion to what has been supplied, compared with the full service.
How to let us know and what happens next. If you change your mind, contact us at hello@knox-nutrition.co.uk. We will refund you as soon as possible, and within 14 days of you telling us you've changed your mind. We will refund you by the method you used for payment. We don't charge a fee for the refund.
You can end an ongoing programme
You can end a programme at any time by contacting us at hello@knox-nutrition.co.uk. We'll refund any sessions you haven't received, less any reasonable costs already incurred (such as preparing your personalised plan). If you have any questions, please contact us.
You have rights if there is something wrong with your service
If you think there is something wrong with your service, please contact us at hello@knox-nutrition.co.uk as soon as reasonably possible. Please give us a reasonable opportunity to put things right, for example by offering an additional session, to resolve the problem within 14 days of you telling us. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information, please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights. In relation to services, the Consumer Rights Act 2015 says:
You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
If a time hasn't been agreed upfront, the service must be carried out within a reasonable time.
We can change services and these terms
Changes we can always make. We can always change a service:
to reflect changes in relevant laws and regulatory requirements; and
to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the service.
Changes we can only make if we give you notice and an option to end the contract. We can also make other changes to the service or these terms, for example changes to our prices, the length of our sessions or the content of our programmes. If we do so, we'll notify you, and you can then contact us at hello@knox-nutrition.co.uk to end the contract before the change takes effect and receive a refund for any services you've paid for in advance but not received.
We may need to reschedule appointments (and you have rights if we do)
Occasionally we may need to postpone a consultation or follow-up, for example due to illness, an emergency or a technical problem. We will let you know as soon as possible and offer you an alternative appointment. You don't pay anything extra for a rescheduled appointment. If we can't offer you a new appointment within 28 days of the original date, or none of the times we offer suit you, you can contact us at hello@knox-nutrition.co.uk to cancel that appointment, and we'll refund what you've paid for it. If you've paid in advance for further sessions, you can also end the contract and we'll refund any sessions you haven't received.
We can withdraw services
We can stop providing a service. We let you know at least 14 days in advance (where possible), and we refund any sums you've paid in advance for services which won't be provided.
We can end our contract with you
We can end our contract with you for a service and claim any compensation due to us if:
you don't make any payment to us when it's due, and you still don't pay within 7 days of us reminding you that payment is due;
you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example a completed health questionnaire, details of any medical conditions, medications or supplements you take, a food diary, or relevant test results;
you miss appointments repeatedly without giving us notice;
you behave in an abusive, threatening or offensive way towards us;
you give us information that is false or misleading, for example about your age or health; or
we believe your health needs are outside the scope of nutritional therapy and would be better met by your GP or another medical professional.
If we end the contract for one of these reasons, we'll refund any sums you've paid in advance for sessions you haven't received, less any reasonable costs we've already incurred.
We don't compensate you for all losses caused by us or our services
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
Unexpected. It was not obvious that it would happen, and nothing you said to us before we accepted your order meant we should have expected it (so, in law, the loss was unforeseeable).
Caused by a delaying event outside our control.
Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable advice.
A business loss. It relates to your use of our services for the purposes of your trade, business, craft or profession.
We don't exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to our services, including the right to receive services carried out with reasonable care and skill.
Functional testing
Where we recommend functional tests, these are carried out by independent third-party laboratories. Tests are paid for separately from our programmes, and are provided under the laboratory's own terms and conditions. We will explain your results to you as part of your programme.
Supplements
Where we recommend supplements, any supplements you buy (including through any discount we offer) are supplied by a third-party supplier under that supplier's own terms and conditions. We may receive a small commission on supplements ordered through our dispensary account.
Online appointments
For online appointments, please make sure you have a reliable internet connection and a quiet, private space. If a session is interrupted by a technical problem on our side, we'll rearrange it at no extra cost. If you can't join or your connection fails on your side, the session may count as used.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us, including information about your health, is set out in our Privacy Notice: www.knox-nutrition.co.uk/privacy
You have several options for resolving disputes with us
Our complaints policy. If you have a problem with us or our services, please contact us at hello@knox-nutrition.co.uk and we will do our best to resolve it. We will acknowledge your complaint within 5 working days and aim to give you a full response within 28 days.
If your complaint isn't resolved. If you're not satisfied with our response, you can contact our professional association, the Association of Naturopathic Practitioners (ANP), at info@theanp.co.uk or www.theanp.co.uk. You can also raise your concern with the General Naturopathic Council (GNC), the register for naturopathic practitioners, through its complaints procedure at www.gncouncil.co.uk, or with the Complementary and Natural Healthcare Council (CNHC), with whom we are registered, through its complaints procedure at www.cnhc.org.uk.
You can go to court. These terms are governed by English law, and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens, and we'll ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it, and neither of us will need to ask anybody else to sign off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn't mean we can't do it later.