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Terms and Conditions
Last updated: 18 August 2026
These Terms and Conditions apply to the website, bookings, clinic services, and related services provided by Kaizen Integrated Health Limited, trading as Kaizen Osteopathy. By using our website, contacting us, booking an appointment, or using our services, you agree to these Terms and Conditions.
1. About us
Kaizen Integrated Health Limited is a company registered in England and Wales under company number 16113285.
We trade as Kaizen Osteopathy from Red Lion House, 600 London Road, High Wycombe, HP11 1EX.
Treatment is provided by David Shah, who is registered with the General Osteopathic Council under registration number 12229. Osteopathy is a regulated profession in the United Kingdom and the title "osteopath" is protected by law under the Osteopaths Act 1993. We hold professional indemnity insurance as required for registration.
2. Website use
The content on our website is provided for general information only. It is not a substitute for personalised osteopathic, sports massage, rehabilitation, or other healthcare advice, diagnosis, or treatment.
You use our website at your own risk. While we try to keep website content accurate and up to date, we do not guarantee that all content will always be complete, current, or free from error.
You must not misuse our website, introduce malicious software, attempt unauthorised access, scrape data unlawfully, or use our website for unlawful, abusive, or fraudulent purposes. We reserve the right to restrict access where misuse is suspected.
3. Booking appointments
Appointments may be booked online through our practice management system, Jane App, or by phone, email, WhatsApp, and occasionally other direct communication channels we make available.
A booking is only confirmed once it has been accepted and recorded by us. We may ask for relevant information before an appointment and may decline or rearrange a booking where this is reasonably necessary.
Where someone books on behalf of another person, we treat this as authority to arrange the appointment and to receive the practical booking details such as the date, time, and location. Where the patient is an adult, it does not give the person who made the booking any right to receive information about the patient's health, assessment, or treatment. We will only discuss those matters with the patient, unless the patient has told us otherwise.
Where a booking is made on behalf of a child, please see Section 7 below.
4. Fees and payment
Fees for appointments and services are as stated at the time of booking, unless an obvious error has occurred. Fees may change from time to time, but changes will not affect an appointment already confirmed unless we agree otherwise with you.
Invoices are raised through Jane App and payment is currently made by bank transfer. We do not currently process or store card details. Unless we agree otherwise, payment for treatment is due at the time of the appointment or immediately afterwards, in line with the invoice issued.
If payment is not made when due, we reserve the right to withhold future bookings, documents, reports, or further services until the account is brought up to date. This does not apply to your right of access to your own personal and clinical records under data protection law, or to any document or information we consider clinically necessary for your ongoing care or for your safety, which we will always provide regardless of the state of your account.
5. Cancellations, lateness, and non-attendance
We operate a 24-hour cancellation policy. If you cancel with at least 24 hours' notice, we will normally rearrange or cancel your appointment without charge.
If you cancel with less than 24 hours' notice, do not attend, or are unable to proceed with the appointment at the arranged time, we may charge up to the full appointment fee. We reserve discretion to reduce, waive, or reapply charges on a case by case basis, including where we consider the circumstances reasonable or where we choose to accommodate a reschedule.
If you arrive late, we will try to see you if there is still enough time to provide a safe and meaningful appointment. If you arrive more than 15 minutes after your scheduled start time, the appointment may need to be shortened or rearranged, and the full fee may still be payable.
This cancellation policy is set out at the point of booking and in your appointment confirmation, as well as here.
6. Your right to cancel a booking made online
Where you book online, by phone, by email, or by message, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of making the booking and receive a refund of any amount paid.
If your appointment falls within that 14-day period and you ask us to go ahead with it, you are agreeing that the service begins before the cancellation period ends. Once the appointment has taken place, your statutory right to cancel that appointment is lost, and the cancellation and non-attendance terms in Section 5 apply instead.
This section does not affect the discretion set out in Section 5, and it does not affect your rights under the Consumer Rights Act 2015.
7. Treatment of children and young people
We may treat patients under the age of 18, including young athletes referred for sports massage or osteopathic treatment.
Where a patient is under 16, we will usually seek the consent of a parent or guardian before providing treatment. A patient under 16 may consent to their own treatment where we assess them as having sufficient maturity and understanding of what is proposed, in line with the principle of Gillick competence.
Patients aged 16 and 17 are presumed to be able to consent to their own treatment in their own right.
We ask that a parent or guardian attends the first appointment for any patient under 16, and remains present during treatment unless the young person and their parent or guardian agree otherwise.
8. Consent, clothing, and chaperones
Before we treat you, we will explain what we are proposing to do, why we are proposing it, and what it will involve, and we will ask for your consent. We will do this again during your treatment if we intend to move to a different area of the body or a different technique from the one you have already agreed to.
Osteopathic and soft tissue treatment is hands on. Depending on what we are treating, you may be asked to remove some outer clothing so that we can assess and treat the relevant area. You are welcome to wear shorts, a vest top, or similar clothing you feel comfortable in, and towels are available for draping. If you would prefer not to remove an item of clothing, please tell us and we will work around it.
Some treatments involve areas that patients may find sensitive. For example, treatment for jaw and TMJ related pain sometimes involves working inside the mouth using a gloved hand. We will always explain this fully and seek your specific consent before proceeding, and we will not proceed if you would rather we did not.
You can withdraw your consent at any point, including partway through a treatment, and we will stop. You do not need to give a reason, and it will not affect your future care with us.
You are entitled to have a chaperone present for any appointment. This can be someone you bring with you, or you can ask us to arrange one. If you would like a chaperone, please tell us when you book so that we can make the necessary arrangements.
9. Clinical information and suitability
Any information provided on our website, blog posts, newsletters, downloadable resources, or social media content is general in nature and does not create a clinician-patient relationship on its own. It should not be relied on as a substitute for an individual assessment.
We reserve the right to determine, in our professional discretion, whether a service, appointment type, treatment, or exercise programme is appropriate. We may decline to provide or continue a service where it is not clinically suitable, where information provided is incomplete or misleading, or where safe care cannot reasonably be delivered.
Where we decline to treat or decide to stop treating you, we will explain why and, where appropriate, help you find a more suitable practitioner or service.
10. Third-party systems and links
We use third-party systems and providers to help operate our business, including Jane App (booking, clinical records, and invoicing), PhysiTrack (rehabilitation and exercise programmes), Zoho (email newsletter), and Wix (website hosting). Further detail on how these providers handle your information is set out in our Privacy Policy.
Our website may contain links to third-party websites or services. If you follow those links, you will be subject to the terms, privacy policies, and policies of those third parties. We are not responsible for the content, availability, or practices of third-party websites or platforms.
11. Intellectual property
Unless otherwise stated, all content on our website, including text, branding, logos, graphics, downloads, and original materials, belongs to Kaizen Integrated Health Limited or is used under licence. You may view or print website content for personal, non-commercial use only.
You must not copy, reproduce, republish, distribute, modify, scrape, or commercially exploit any part of our website or materials without prior written permission, except where the law permits this.
12. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under the laws of England and Wales. Nothing in these Terms affects your statutory rights as a consumer, including your right under the Consumer Rights Act 2015 to have services carried out with reasonable care and skill.
Subject to that, we are not liable for indirect or consequential loss, loss of opportunity, loss of profits, or loss arising from reliance on general website information, interruption to website access, third-party systems, or events outside our reasonable control.
13. Complaints
If you are unhappy with any aspect of your care, the service you have received, or how we have handled your personal information, we want to hear about it. Our full complaints procedure, including how to raise a concern with us and how to escalate it if you remain dissatisfied, is set out on our Data and Service Complaints page.
Raising a complaint will never affect the standard of care you receive from us.
14. Privacy and cookies
Personal information submitted to us, or collected through our clinic or website, is handled in accordance with our Privacy Policy. That document explains how we collect, use, store, and protect personal data, and how cookies are used on our website.
15. Changes to these terms
We may update these Terms and Conditions from time to time. The most current version will be available on our website, and continued use of the website or our services after updated terms are posted will indicate acceptance of the revised terms.
16. General
If any part of these Terms is found to be unlawful, invalid, or unenforceable, that part will be removed and the remaining Terms will continue to apply in full.
If we do not insist that you perform any of your obligations under these Terms, or if we delay in enforcing our rights, that will not mean we have given up those rights or that you do not have to meet those obligations.
These Terms are between you and us. No other person has any right to enforce any of these Terms under the Contracts (Rights of Third Parties) Act 1999.
17. Governing law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction.
18. Contact details
If you have any questions about these Terms and Conditions, please contact us at:
Kaizen Integrated Health Limited, trading as Kaizen Osteopathy Red Lion House, 600 London Road, High Wycombe, HP11 1EX david@kaizenosteopathy.co.uk