Section 1 – General Terms & Conditions

Terms and Conditions

Effective Date: July 2026

These Terms and Conditions govern the provision of services by Enliven Health Ltd (“Enliven Health”, “we”, “our” or “us”), Company Registration Number 09852207.

These Terms apply to all services provided by Enliven Health Ltd, including Physiotherapy, Pilates, Rehabilitation, Exercise Classes, Workshops and any products or services purchased through our clinic, studio, website, telephone, email or social media.

By booking an appointment, purchasing a class, attending our clinic or studio, or using our website, you agree to these Terms and Conditions.

If you do not agree with these Terms, you should not use our services.

 

1. About Enliven Health

Enliven Health Ltd is a private physiotherapy and Pilates practice providing assessment, treatment, rehabilitation and exercise services.

Our contact details are:

Enliven Health Ltd
Company Number: 09852207

Unit C
Whitsundoles Farm
Broughton Road
Salford
Milton Keynes
MK17 8BU

Telephone: 07521300835

Email: info@enlivenhealth.co.uk

Website: www.enlivenhealth.co.uk

 

2. Our Services

Our services may include, but are not limited to:

• Physiotherapy assessments and treatment
• Sports injury rehabilitation
• Clinical Pilates
• Private Pilates sessions
• Small group Pilates classes
• Rehabilitation programmes
• Exercise prescription
• Workshops and educational events
• Products available for purchase

Availability of services may change without notice.

 

3. Booking Appointments and Classes

Appointments and classes may be booked:

• Online
• By telephone
• By email
• In person

All bookings are subject to availability.

A booking is confirmed once it has been accepted by Enliven Health and, where applicable, payment has been received.

 

4. Fees and Payment

All fees are published on our website or are available upon request.

Payment may be required at the time of booking unless otherwise agreed.

We reserve the right to amend our class fees and membership prices from time to time. Any changes will not affect classes or packages that have already been paid for, and members will be given reasonable notice where recurring membership fees are affected.

Outstanding balances must be settled before further appointments or classes can be booked.

Where payment is collected by recurring membership, the client authorizes Enliven Health to collect the agreed payments until the membership is cancelled in accordance with its terms.

 

5. Gift Vouchers (where applicable)

Gift vouchers:

• cannot be exchanged for cash;
• are non-refundable;
• must be used before their expiry date;
• may only be used by the named recipient unless otherwise agreed.

 

6. Client Responsibilities

Clients are responsible for ensuring that all personal details and medical information provided to us are accurate and up to date.

You agree to inform us as soon as possible if:

• Your contact details change;
• Your health changes;
• You become pregnant;
• You receive a new diagnosis;
• You commence or change medication that may affect your treatment or exercise programme.

Failure to provide accurate information may affect the suitability or safety of treatment.

 

7. Respectful Behaviour

We are committed to providing a safe, welcoming and professional environment for all clients and staff.

We reserve the right to refuse treatment or terminate services immediately if a client:

• behaves aggressively or abusively;
• uses threatening, discriminatory or offensive language;
• behaves inappropriately towards staff or other clients;
• deliberately damages property;
• repeatedly fails to comply with these Terms and Conditions.

Any outstanding fees remain payable following termination of services.

 

8. Children

Children attending with a parent or guardian remain the responsibility of that adult at all times.

For health and safety reasons, children are not permitted within treatment rooms or exercise classes unless they are the person receiving treatment or prior arrangements have been agreed with Enliven Health.

 

9. Personal Belongings

Clients are responsible for their own personal belongings whilst attending the clinic or studio.

Enliven Health accepts no responsibility for loss, theft or damage to personal property unless caused by our negligence.

 

10. Changes to Services

From time to time we may:

• change class timetables;
• amend opening hours;
• change instructors or physiotherapists;
• alter appointment durations;
• introduce or withdraw services.

Where reasonably possible we will provide advance notice of significant changes.

 

11. Website Information

We make every reasonable effort to ensure the information on our website is accurate and up to date.

However, information is provided for general guidance only and should not be relied upon as medical advice.

Content may be updated without notice.

 

12. Changes to these Terms

We may amend these Terms and Conditions from time to time.

The latest version will always be published on our website and will apply from the date shown at the top of the document.

Continued use of our services constitutes acceptance of any revised Terms.

 

13. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

 

14. Contact

If you have any questions, comments or complaints regarding these Terms and Conditions, please contact:

Enliven Health Ltd

Unit C
Whitsundoles Farm
Broughton Road
Salford
Milton Keynes
MK17 8BU

Email: info@enlivenhealth.co.uk

Telephone: 07521300835

Section 2 – Pilates Classes, Memberships and Private Pilates Sessions

15. Pilates Classes

Our Pilates classes are designed to provide safe, effective exercise in a supportive environment. Classes are suitable for a range of abilities; however, participation is always subject to an individual’s health status and the professional judgement of the instructor.

All classes must be booked in advance and are subject to availability.

Bookings may be made online, by telephone, by email or in person.

 

16. New Client Assessment

We strongly recommend that all new Pilates clients attend an initial assessment or induction session before joining a class.

The purpose of this appointment is to:

• discuss your medical history and current health;
• identify any injuries or conditions that may affect exercise;
• explain the principles of Pilates;
• ensure you are placed in the most appropriate class.

Participation without completing an assessment is at the client’s own risk and may not be suitable for everyone. Enliven Health reserves the right to require an assessment before permitting attendance at a class.

 

17. Health Questionnaire

All Pilates clients must complete a health questionnaire before attending their first class.

It is your responsibility to notify us promptly if your health, medical history, pregnancy status or medication changes, as this may affect your ability to exercise safely.

Failure to provide accurate or up-to-date information may result in treatment or class participation being declined until further assessment has taken place.

 

18. Class Fees

All classes must be paid for in advance.

Purchasing a class pass or package provides access to a specified number of classes within the validity period of that pass. It does not reserve places in specific classes unless bookings have been made.

Class passes are non-refundable and non-transferable except where required by law.

 

19. Class Pass Validity

Each class pass has an expiry date which will be confirmed at the time of purchase.

Unused classes remaining after the expiry date will automatically expire and cannot normally be extended or refunded.

Extensions may be considered at the discretion of Enliven Health in exceptional circumstances.

 

20. Cancellation Policy

We require a minimum of 24 hours’ notice to cancel or rearrange a Pilates class or private Pilates session.

If you cancel with more than 24 hours’ notice, your class credit will be returned to your account so that it can be rebooked within the validity period of your pass, subject to availability.

Cancellations made with less than 24 hours’ notice, or failure to attend a booked class, will result in the class being forfeited.

Refunds are not available for missed classes due to illness, holidays or other personal commitments.

 

21. Cancellation by Enliven Health

Occasionally it may be necessary for us to cancel a class due to instructor illness, low attendance or unforeseen circumstances.

Where this occurs, clients will be offered either:

• an alternative class, subject to availability; or
• a credit to their account for future use.

We will endeavour to provide as much notice as reasonably possible.

 

22. Late Arrival

Please arrive a few minutes before your scheduled class.

For health and safety reasons, clients arriving more than 10 minutes after the class has commenced may not be permitted to join, as important warm-up exercises and safety instructions may have been missed.

Late arrivals will not normally be entitled to a refund or replacement class.

 

23. Private Pilates Sessions

Private Pilates sessions may be purchased individually or as a block booking.

Where sessions are purchased as a package, they must be used within three months of the purchase date unless otherwise agreed.

Sessions not used within the validity period will expire.

 

24. Block Bookings

Block bookings are intended to support continuity of care and progression.

Unused sessions cannot normally be refunded, transferred or carried forward beyond their expiry date.

Where a session is cancelled with at least 24 hours’ notice, it may be rearranged within the remaining validity period of the package.

 

25. Shared Private Sessions

Where a private Pilates session is booked for two or more participants, the booking is made for the agreed session rather than for each individual participant.

If one or more participants are unable to attend, the remaining participant(s) will remain responsible for payment of the full session fee unless otherwise agreed in advance.

 

26. Memberships

Enliven Health offers a range of Pilates memberships which provide access to a specified number of classes or class credits each month.

Membership fees are collected by recurring payment.

Membership benefits apply only to the named member and cannot be transferred to another person.

Unless otherwise stated, unused monthly class credits expire at the end of each membership period and cannot be carried forward, exchanged for cash or refunded.

 

27. Unlimited Memberships

Unlimited memberships are subject to our Fair Use Policy.

To ensure fair access for all clients, unlimited members may book up to four classes per week, unless otherwise stated.

Repeated late cancellations or failure to attend booked classes may result in booking restrictions, suspension or cancellation of the membership where a client repeatedly prevents other members from accessing classes.

 

28. Class Timetables and Prices

Class timetables, instructors, venues, membership options and pricing may be amended from time to time.

We will endeavour to provide reasonable notice of significant changes wherever practicable.

 

29. Transfer of Bookings

Pilates classes, memberships, private sessions and class passes are personal to the named client.

They may not be sold, transferred, shared or used by another individual without the prior written agreement of Enliven Health.

Section 3 – Physiotherapy Appointments and Private Treatment Services

30. Physiotherapy Services

Enliven Health provides assessment, diagnosis, treatment and rehabilitation for a wide range of musculoskeletal, neurological and other physical conditions.

Treatment plans are tailored to each individual and may include hands-on therapy, exercise prescription, education, Clinical Pilates and rehabilitation programs.

Appointments are subject to availability.

 

31. Booking Appointments

Appointments may be booked online, by telephone, by email or in person.

A booking is confirmed once it has been accepted by Enliven Health and, where applicable, payment has been received.

We may request payment in advance for certain appointment types or treatment packages.

 

32. Appointment Fees

Our current fees are available on our website or upon request.

Payment is due at the time of treatment unless alternative arrangements have been agreed.

Outstanding balances must be settled before further appointments may be booked.

We reserve the right to review and amend our fees from time to time.

 

33. Cancellation and Rescheduling

We require a minimum of 24 hours’ notice if you need to cancel or rearrange your appointment.

Appointments cancelled with more than 24 hours’ notice may be rearranged without charge.

Appointments cancelled with less than 24 hours’ notice, or appointments that are not attended, will normally be charged in full.

This policy applies because appointment times are reserved exclusively for you and late cancellations often prevent us from offering that appointment to another client.

 

34. Late Arrival

Please arrive promptly for your appointment.

If you arrive late, your appointment will usually still finish at its scheduled end time to avoid delaying other clients.

Where possible, your physiotherapist may adjust the treatment provided within the remaining appointment time.

If additional treatment time is requested and available, an additional charge may apply.

 

35. Missed Appointments

Repeated missed appointments or frequent late cancellations may affect our ability to continue providing ongoing care.

Where appointments are repeatedly missed, Enliven Health reserves the right to:

• require payment in advance for future appointments;
• decline further block bookings; or
• discharge you from our care where appropriate.

Where this occurs, we will explain our decision and, where appropriate, advise you on alternative options for continuing your care.

 

36. Treatment Packages and Block Bookings

Physiotherapy appointments and rehabilitation programs may be purchased individually or as part of a treatment package.

Unless otherwise agreed, treatment packages must be used within three months of the purchase date.

Unused sessions remaining after the expiry date will normally expire and are non-refundable.

Where an appointment is cancelled with at least 24 hours’ notice, the session may be rearranged within the package validity period.

 

37. Transfer of Appointments

Appointments, treatment packages and block bookings are personal to the named client.

They cannot be transferred, shared or assigned to another person without the prior written agreement of Enliven Health.

 

38. Private Medical Insurance

If your treatment is funded by a private medical insurer, it is your responsibility to:

• obtain any required authorization before commencing treatment;
• ensure your policy provides sufficient cover;
• understand any excess or policy limits that may apply; and
• provide us with all relevant insurance information before your appointment.

If your insurer declines payment for any reason, including insufficient authorization, policy exclusions or missed appointment charges, you remain personally responsible for any outstanding balance.

Our standard cancellation policy applies to all appointments, including those funded by private medical insurance.

 

39. Clinical Decision-Making

Your physiotherapist will recommend treatment based on your assessment findings, clinical reasoning and current evidence-based practice.

You are free to accept or decline any recommended treatment.

Enliven Health cannot guarantee that treatment will resolve your condition or achieve a particular outcome, as recovery varies between individuals and depends on many factors, including the nature of the condition, compliance with treatment recommendations and general health.

 

40. Discharge from Treatment

Your physiotherapist may discharge you from treatment where:

• your treatment goals have been achieved;
• further treatment is no longer clinically appropriate;
• you choose to discontinue treatment;
• you repeatedly fail to attend appointments; or
• your behaviour is considered inappropriate, abusive or unsafe.

Where appropriate, you will be provided with advice regarding self-management, onward referral or recommendations for future care.

 

41. Referrals and Investigations

Where clinically appropriate, your physiotherapist may recommend that you seek further medical advice, undergo additional investigations or consult another healthcare professional.

Enliven Health cannot guarantee access to NHS or private services following such recommendations and is not responsible for waiting times or decisions made by other healthcare providers.

 

Section 4 – Health, Safety and Liability

42. Your Health and Medical Information

Your health and safety are our highest priorities.

To ensure we provide safe and appropriate care, you are responsible for providing accurate and complete information about your health, medical history, current symptoms, medications and any other information that may affect your treatment or participation in exercise.

You agree to inform your physiotherapist or Pilates instructor as soon as reasonably possible if there are any changes to your health, including (but not limited to):

• a new diagnosis or injury;
• changes to medication;
• pregnancy;
• recent surgery;
• hospital admission; or
• any other condition that may affect your treatment or ability to exercise safely.

Failure to provide accurate or up-to-date information may affect the suitability of your treatment or exercise programme.

 

43. Health Screening

Before participating in Physiotherapy or Pilates, you may be asked to complete a health questionnaire and discuss your medical history with your clinician or instructor.

This information enables us to determine whether our services are appropriate for you and whether any modifications are required.

Where appropriate, we may recommend that you seek advice from your GP, consultant or another healthcare professional before commencing treatment or exercise.

We reserve the right to postpone or decline treatment or class participation where we believe it is not clinically appropriate or safe to proceed.

 

44. Consent to Treatment

Your physiotherapist will explain the proposed assessment, treatment options, expected benefits, potential risks and any reasonable alternatives before treatment is provided.

You are encouraged to ask questions at any stage.

Treatment will only proceed with your informed consent, and you may withdraw your consent at any time.

Withdrawal of consent may affect our ability to continue treatment safely or effectively.

 

45. Participation in Pilates and Exercise

All forms of physical activity involve an element of risk.

By participating in Pilates classes or exercise programs, you acknowledge that:

• you are taking part voluntarily;
• you will exercise within your own capabilities;
• you will follow the guidance provided by your instructor;
• you will immediately inform your instructor if you experience pain, dizziness, shortness of breath or feel unwell during a session.

Our instructors may modify exercises or advise you not to perform certain activities where this is considered clinically appropriate.

 

46. Professional Standards

All Physiotherapy services are provided by appropriately qualified physiotherapists who are registered with the Health and Care Professions Council (HCPC) and are members of the Chartered Society of Physiotherapy (CSP), where applicable.

Our Pilates instructors hold recognised professional qualifications appropriate to the services they provide and undertake continuing professional development to maintain high standards of practice.

 

47. Treatment Outcomes

While we aim to provide the highest standard of care, healthcare outcomes cannot be guaranteed.

Recovery and treatment results vary between individuals and depend upon many factors, including:

• the nature and severity of the condition;
• general health;
• adherence to treatment recommendations;
• participation in prescribed rehabilitation; and
• factors outside our control.

For this reason, Enliven Health cannot guarantee that any treatment or exercise program will achieve a specific outcome.

 

48. Personal Responsibility

Clients are responsible for following the advice, exercises and rehabilitation programs provided by their clinician.

If you choose not to follow professional recommendations or discontinue treatment before completion, this may affect your recovery and the outcomes achieved.

 

49. Personal Belongings

Clients are responsible for their own personal belongings whilst attending our clinic or studio.

Enliven Health accepts no responsibility for loss, theft or damage to personal property unless caused by our negligence.

 

50. Children and Visitors

Children accompanying clients remain the responsibility of their parent or guardian at all times.

For health, safety and confidentiality reasons, children and visitors are not normally permitted in treatment rooms or exercise studios unless they are receiving treatment themselves or prior arrangements have been made with Enliven Health.

 

51. Infection Prevention

If you have symptoms of a contagious illness, including fever, vomiting, diarrhoea or any condition that may present a risk to staff or other clients, we ask that you contact us before attending your appointment.

Where appropriate, we may recommend rearranging your appointment or providing an alternative consultation where clinically suitable.

We are committed to maintaining high standards of hygiene and infection prevention within our clinic.

 

52. Limitation of Liability

Nothing in these Terms and Conditions excludes or limits any liability that cannot legally be excluded under the laws of England and Wales, including liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded by law.

Subject to the above, Enliven Health shall not be liable for:

• loss arising from inaccurate or incomplete information provided by a client;
• failure to follow professional advice or prescribed rehabilitation;
• interruptions to services caused by circumstances beyond our reasonable control; or
• indirect or consequential losses arising from the use of our services.

 

53. Emergency Medical Care

Enliven Health does not provide emergency medical services.

If you experience severe pain, chest pain, difficulty breathing, symptoms of stroke, significant trauma or any other medical emergency, you should contact the emergency services or attend your nearest Accident and Emergency Department immediately.

 

54. Concerns About Your Care

If you have any concerns regarding your treatment or experience with Enliven Health, we encourage you to raise these with us as soon as possible.

We are committed to resolving concerns promptly, fairly and professionally through our complaints procedure.

Section 5 – Website Use, Privacy and Legal Information

55. Privacy and Data Protection

Enliven Health is committed to protecting your privacy and handling your personal information responsibly.

We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable data protection legislation.

Information about how we collect, use, store and protect your personal data is available in our Privacy Policy, which forms part of these Terms and Conditions.

By using our website or services, you acknowledge that your personal information will be processed in accordance with our Privacy Policy.

 

56. Confidentiality

Information shared during your assessment and treatment will be treated as confidential and handled in accordance with our professional, ethical and legal obligations.

There may be occasions where we are required or permitted by law to disclose information, for example:

• where you have given your consent;
• where disclosure is necessary for your ongoing healthcare;
• where there is a legal obligation to disclose information;
• where there are safeguarding concerns; or
• where disclosure is necessary to protect you or another person from serious harm.

Where appropriate, we will discuss any proposed disclosure with you.

 

57. Website Use

The information provided on our website is intended for general information and educational purposes only.

Whilst we make every reasonable effort to ensure that the information published is accurate and up to date, we do not guarantee that all content will always be complete, accurate or current.

Information published on our website should not be relied upon as a substitute for individual medical advice, assessment or treatment by an appropriately qualified healthcare professional.

 

58. Third-Party Websites

Our website may contain links to third-party websites for your convenience or additional information.

Enliven Health has no control over the content, security or availability of these external websites and accepts no responsibility for any information, products or services they provide.

Accessing third-party websites is at your own risk and subject to their own terms and privacy policies.

 

59. Website Availability

We aim to ensure that our website is available at all times.

However, we cannot guarantee uninterrupted access and may suspend, withdraw or restrict access without notice for maintenance, updates, security or other operational reasons.

We will not be liable for any losses arising from temporary unavailability of the website.

 

60. Intellectual Property

Unless otherwise stated, all content published by Enliven Health is owned by or licensed to Enliven Health Ltd.

This includes, but is not limited to:

• text;
• photographs;
• videos;
• graphics;
• logos;
• branding;
• downloadable resources;
• exercise programmes;
• educational materials;
• website design and layout.

These materials are protected by copyright, trade mark and other intellectual property laws.

You may view or download material from our website for your own personal, non-commercial use only.

You must not copy, reproduce, distribute, modify, publish, sell or otherwise use any content without our prior written permission.

 

61. Acceptable Use

When using our website, social media channels or communicating with our team, you agree not to:

• use abusive, threatening, discriminatory or offensive language;
• publish false or misleading information about Enliven Health or its staff;
• attempt to gain unauthorised access to our systems;
• interfere with the operation or security of our website;
• upload malicious software or harmful content; or
• use our website or services for any unlawful purpose.

We reserve the right to remove comments, block users, refuse services or take appropriate legal action where necessary.

 

62. Social Media

We welcome respectful engagement across our social media platforms.

Comments, messages or posts that are abusive, offensive, defamatory, discriminatory, misleading or otherwise inappropriate may be removed without notice.

Repeated breaches may result in users being blocked from our social media channels.

Social media should never be used to request urgent medical advice or to communicate medical emergencies.

 

63. Suspension or Termination of Services

Enliven Health reserves the right to suspend or terminate services where a client:

• repeatedly fails to attend appointments;
• fails to pay outstanding fees;
• behaves in a manner that places staff or other clients at risk;
• behaves abusively, aggressively or inappropriately;
• deliberately damages property; or
• repeatedly breaches these Terms and Conditions.

Termination of services does not affect our right to recover any outstanding fees owed.

 

64. Force Majeure

Enliven Health shall not be liable for any delay or failure to provide services where this results from circumstances beyond our reasonable control.

These circumstances may include, but are not limited to:

• severe weather;
• flooding;
• fire;
• power or internet failure;
• illness affecting key members of staff;
• industrial action;
• government restrictions; or
• any other event beyond our reasonable control.

Where possible, affected appointments will be rearranged at the earliest opportunity.

 

65. Complaints

We are committed to providing high-quality care and excellent customer service.

If you are dissatisfied with any aspect of our services, we encourage you to raise your concerns with us as soon as possible so that we have the opportunity to investigate and resolve the matter promptly.

Complaints should be submitted in writing to:

Enliven Health Ltd
Unit C
Whitsundoles Farm
Broughton Road
Salford
Milton Keynes
MK17 8BU

Email: info@enlivenhealth.co.uk

We aim to acknowledge complaints promptly and respond within a reasonable timeframe.

 

66. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in legislation, professional guidance or the services we provide.

The most current version will always be published on our website and will take effect from the date stated at the beginning of the document.

Continued use of our services after updated Terms have been published constitutes acceptance of those revised Terms.

 

67. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.

 

68. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute arising from these Terms or the services provided by Enliven Health shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

 

69. Contact Us

If you have any questions regarding these Terms and Conditions or any of our services, please contact us:

Enliven Health Ltd
Company Number: 09852207

Unit C
Whitsundoles Farm
Broughton Road
Salford
Milton Keynes
MK17 8BU

Telephone: 07521300835

Email: info@enlivenhealth.co.uk

Website: www.enlivenhealth.co.uk