Terms and Conditions
One Health Osteopathy Clinic
Website use and clinical services
| Business | Jessica Brown, sole trader trading as One Health Osteopathy Clinic |
|---|---|
| Effective from | 1 October 2026 |
| Last reviewed | 4 October 2026 |
| Version | 1.2 |
| Contact | je**@****************co.uk |
| Address | Oxford House, 15-17 Mount Ephraim Road, Tunbridge Wells, Kent TN1 1EN |
| Website | www.onehealthclinic.co.uk |
1. About these terms
These terms explain the basis on which you may use www.onehealthclinic.co.uk and book or receive services through One Health Osteopathy Clinic. They are intended to be read before you book. Important information about the service, practitioner, price and any cancellation period will also be shown during booking or in your confirmation.
One Health Osteopathy Clinic is a trading name of Jessica Brown, a sole trader. In these terms, “One Health”, “the Clinic”, “we”, “us” and “our” mean Jessica Brown trading as One Health Osteopathy Clinic. “You” means the website visitor, patient or person making a booking. If you book for somebody else, you must have authority to do so and must bring these terms to their attention.
Our contact details appear in section 18.
2. Who provides your care
Your booking confirmation will identify the practitioner who is expected to provide your care. Osteopathic treatment is provided only by an osteopath who is registered with the General Osteopathic Council. Other services may be provided by an appropriately qualified practitioner working within their professional scope.
Appointments offered and booked through One Health, including appointments with associate practitioners using the Clinic’s Semble booking system, are supplied under a contract with Jessica Brown trading as One Health Osteopathy Clinic. The treating practitioner remains professionally responsible for their own clinical assessment, advice and treatment.
A practitioner who only rents space at the Clinic and operates under their own business, booking and payment arrangements is not providing services through One Health. Their own terms should make that clear.
We may need to allocate another suitably qualified practitioner or change the practitioner named at booking. We will tell you where reasonably possible. You may choose not to proceed and, if you have prepaid for an appointment that we cannot provide as agreed, you may request a refund or rebook.
3. Website information and healthcare disclaimer
The website provides general information about the Clinic, practitioners, services and health-related topics. It is not a substitute for an individual assessment, diagnosis or advice from a suitably qualified healthcare professional.
Using the website, reading its content or sending an enquiry does not by itself create a practitioner-patient relationship or a clinical duty of care. A clinical relationship begins only when an appointment is accepted and a practitioner undertakes your care.
We take reasonable care when preparing website content, but health information changes and may not apply to your circumstances. We do not promise that all content will always be complete, current or suitable for a particular person. Do not start, stop or delay treatment, medication or medical advice solely because of website content.
4. Emergencies and urgent care
The Clinic and website are not emergency services. If you believe there is an immediate threat to life, call 999. For urgent medical help that is not life-threatening, contact NHS 111, your GP or another appropriate urgent-care service.
Email, website forms and booking messages are not monitored continuously and must not be used for emergencies.
5. Bookings and the contract
You may request an appointment online, by telephone, by email or in person. A request is not accepted until we confirm it. Each confirmed appointment is a separate contract unless we agree a course or package of treatment with you in writing.
Before booking, you should check:
- the practitioner and type of appointment;
- the date, time and location;
- the price and payment arrangements; and
- the cancellation period and any charge that may apply.
Please tell us promptly if a confirmation is incorrect. We may decline a booking, or stop providing care, where there is a genuine clinical, professional, safety or conduct reason. Where appropriate, we will explain the decision and signpost or refer you to another service. We will not unlawfully discriminate.
6. Fees, payment and health insurance
The price payable is the price shown or otherwise confirmed when your booking is accepted. We may change prices for future appointments, but a price change will not apply to an appointment already confirmed unless you agree to it.
Payment is due at the time stated in your booking confirmation or, if no time is stated, at the end of the appointment. We may accept payment by bank transfer, card or another method notified to you.
We do not currently require deposits or advance payments and do not currently sell prepaid treatment packages. If this changes, the price, payment arrangements and fair cancellation or refund terms will be explained before you agree to purchase or book.
If you ask us to invoice a health insurer:
- you are responsible for checking that treatment is covered and for obtaining any referral, authorisation or claim number required;
- we cannot guarantee that an insurer will pay a claim;
- you must pay any excess, co-payment, shortfall or rejected claim for which you are responsible; and
- you should tell us promptly about any change to your cover or authorisation.
We will provide an invoice or receipt where reasonably requested. Nothing in these terms affects any refund, repeat-performance or price-reduction remedy available under consumer law.
7. Cancellations, missed appointments and late arrival
You must give us at least 24 hours’ notice if you need to cancel or rearrange an appointment. Please contact us as soon as possible using the contact method shown in your booking confirmation.
If you give less than 24 hours’ notice or do not attend, the full appointment fee will normally be payable. This reflects the clinical time reserved for you and the likely loss caused when the appointment cannot be offered to another patient; it is not intended to be a penalty. We will take account of whether the appointment is filled and any costs we avoid. We may reduce or waive the charge where there are exceptional circumstances, but any waiver is discretionary unless the law requires otherwise.
If you arrive late, the practitioner may need to shorten the appointment to avoid delaying other patients. The full appointment fee may remain payable. If there is not enough time to assess or treat you safely, the appointment may be treated as a late cancellation, subject to the same reasonable-loss principles above.
If we cancel an appointment, we will offer a reasonable alternative or refund any amount paid for the cancelled appointment. We are not responsible for avoidable or unforeseeable associated costs, such as travel or loss of earnings, except where the law requires otherwise.
8. Assessment, treatment and consent
Your practitioner will use their professional judgement to assess whether a service is suitable for you. They may recommend a different approach, defer or stop treatment, or refer you to another healthcare professional.
Before examination or treatment, the practitioner will explain the proposed approach and the material or significant benefits, risks and reasonable alternatives relevant to you. Consent is an ongoing process. You may ask questions, request a chaperone, refuse any part of an examination or treatment, or withdraw consent at any time. Withdrawing consent will not affect care already provided or charges properly incurred for it.
No treatment can guarantee a particular outcome. Responses differ between individuals and symptoms may persist, recur or temporarily change. Nothing in these terms reduces the practitioner’s duty to provide services with reasonable care and skill or to meet applicable professional standards.
9. Your responsibilities as a patient
To support safe and appropriate care, please:
- give accurate and complete information about your symptoms, health, medication, investigations, pregnancy status and other relevant circumstances;
- tell the practitioner about material changes before or during treatment;
- ask for clarification if anything is unclear;
- follow agreed safety advice and use any exercise or rehabilitation programme within the limits discussed with you; and
- treat practitioners, staff and other visitors with respect.
You remain responsible for deciding whether to follow advice and for telling the practitioner if an exercise, technique or recommendation causes concern. We may end or decline care because of threatening, abusive, discriminatory or unsafe conduct, or where continuing would conflict with professional duties. Where possible and appropriate, we will give reasonable notice and information about alternative care.
10. Children, young people and patients who need support
We welcome children and young people where the practitioner is competent to provide the relevant care. Consent and involvement will be handled according to the patient’s age, maturity, capacity, best interests and applicable law.
A parent, guardian or other responsible adult must attend every appointment for a patient aged 16 or under. Where consent from a person with parental responsibility is required, the accompanying adult must have parental responsibility or appropriate authority; please contact us before the appointment if this is uncertain. The adult’s attendance does not replace the practitioner’s duty to involve the child or young person and to respect any legal capacity they have to make decisions about their own care.
If an adult may lack capacity for a particular decision, the practitioner will follow applicable capacity law and professional guidance. Please tell us in advance about communication, access or support needs so that reasonable arrangements can be considered.
11. Exercises, rehabilitation and remote communications
Exercise, rehabilitation and self-care guidance is based on information available at the time and is intended for the person to whom it is given. Stop and seek appropriate advice if it causes unexpected or concerning symptoms.
Messages, video calls and documents sent remotely have practical and security limitations. Unless the practitioner agrees otherwise, general email or messaging does not provide continuous clinical monitoring and is not a substitute for an appointment or urgent medical care.
With your agreement, the relevant practitioner may use approved digital tools to support clinical documentation or send exercises. Where an AI transcription or note-drafting tool is proposed, it will be optional and the practitioner will seek your consent before using it. Further information about personal data, including Heidi AI, is in our Privacy Notice.
12. Website availability and acceptable use
We aim to keep the website available and secure but cannot promise uninterrupted or error-free access. We may suspend, withdraw or change website content for maintenance, security, legal or operational reasons.
You must not knowingly:
- misuse the website or attempt unauthorised access;
- introduce malware or other harmful material;
- interfere with the website, hosting or another user’s access;
- scrape, copy or reuse content in a way that infringes rights or places an unreasonable load on the site; or
- use the website for an unlawful, fraudulent or abusive purpose.
13. Intellectual property
Unless stated otherwise, the website and its original text, graphics, branding and other content are owned by or licensed to Jessica Brown trading as One Health Osteopathy Clinic and are protected by intellectual property law.
You may view, download or print a reasonable amount of content for your personal, non-commercial use. You must not reproduce, publish, sell, adapt or exploit it for another purpose without prior written permission, except where the law permits.
14. Third-party services and links
The website and clinic systems may use or link to third-party services, including booking, payment, analytics, anti-spam, content delivery, video, exercise-prescription and clinical-documentation providers. A link or technical integration does not amount to endorsement of all third-party content.
Third parties may have their own terms and privacy information. We are not responsible for content or services outside our reasonable control, but this does not remove any responsibility we have for choosing and using processors, suppliers or systems with appropriate care.
15. Liability and your legal rights
We do not exclude or restrict liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, and liability that cannot be excluded under consumer law. Your right to receive services with reasonable care and skill is not affected.
If we fail to comply with these terms, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss that was not reasonably foreseeable when the contract was made or for loss caused by information you withheld where we could not reasonably have known it.
The website is provided for domestic and private use. We are not liable for business losses arising from use of the public website, including loss of profit, revenue, business opportunity or anticipated savings. This does not limit liability arising from clinical services where such a limitation would be unlawful or unreasonable.
We are not responsible for delay or failure caused by events genuinely beyond our reasonable control. We will take reasonable steps to reduce the effect of the event and will contact affected patients where practicable.
16. Privacy and cookies
Our Privacy Notice explains how personal information is collected, used, shared, stored and protected, including information processed for patient care and optional digital tools. Our Cookie Policy and cookie-preference tool explain the technologies used on the website and allow you to change non-essential cookie choices.
These documents form part of the information we provide to you, but they do not reduce your statutory data-protection rights.
17. Complaints and concerns
Please raise a concern as soon as possible so that we have an opportunity to respond. Contact Jessica Brown using the details in section 18, describe what happened and tell us what outcome you are seeking.
Our Complaints Procedure, which is available on request from Jessica Brown, explains how complaints are acknowledged, investigated and answered. We will handle concerns fairly, keep you informed and respond as promptly as reasonably possible. If a concern relates to an osteopath’s professional conduct or fitness to practise, you may also contact the General Osteopathic Council. Complaints about the handling of personal information are dealt with under the Privacy Notice and may be referred to the Information Commissioner’s Office.
18. Contact details
Jessica Brown
Sole trader trading as One Health Osteopathy Clinic
Oxford House
15-17 Mount Ephraim Road
Tunbridge Wells
Kent TN1 1EN
Email: je**@****************co.uk
Website: www.onehealthclinic.co.uk
19. Changes to these terms
We may update these terms to reflect changes in law, regulation, professional guidance, technology or the way the Clinic operates. The current version and review date will be published on the website.
Changes apply to website use from the date they are published. They will not change the material terms of an appointment already confirmed unless the change is required by law or professional duty, or you agree to it. Where a material change affects a booked service, we will explain it and any available options.
20. General legal terms
If a court finds part of these terms unlawful or unenforceable, the remaining parts will continue to apply. A delay in enforcing a right does not waive that right. No person other than you and the relevant contracting party has a right to enforce these terms, except where the law provides otherwise.
These terms and any non-contractual dispute arising from them are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, although a consumer living elsewhere in the United Kingdom retains any right to bring proceedings in the courts of the part of the United Kingdom where they live.
Copyright 2026 Jessica Brown trading as One Health Osteopathy Clinic. All rights reserved.