Terms & Conditions
Terms & Conditions
Last updated: 23 October 2026
1. Introduction
These Terms and Conditions apply to your use of Virtue Healthcare's website and services. By booking an appointment, buying a package or gift card, or using the website, you agree to them. Please read them before using our services.
Virtue Healthcare, 70-72 Walm Lane, London NW2 4RA
Email: hello@virtue-healthcare.co.uk
Phone: 07503 900518
2. Our Services
We offer osteopathy, acupuncture, physiotherapy and massage. Treatments are provided by practitioners registered with their regulator or professional body: osteopaths with the General Osteopathic Council (GOsC), physiotherapists with the Health and Care Professions Council (HCPC), and acupuncturists with the Acupuncture Regulatory Authority (ARA) or the Acupuncture Society. Massage is provided by our osteopaths.
The results of treatment vary from patient to patient, and we do not guarantee specific outcomes.
Please tell us about your medical history, any medication and any conditions at your first consultation, and about any changes before later appointments. We confirm your consent to treatment at every session. We may decline or stop treatment if it is not safe or suitable, and we may suggest you see your GP or another professional.
3. Appointments and Bookings
• Appointments can be booked through our online booking system, by phone, or in person at the clinic.
• Please arrive on time. If you are late, your treatment may be shortened so that we finish at the scheduled time, or we may need to reschedule, at the practitioner's discretion.
• Patients under 18 must be accompanied by a parent or guardian, who must give consent to treatment (Patients under 16 must be accompanied, and 16-17 with written parental consent)
4. Cancellations and Missed Appointments
• Please give at least 24 hours' notice if you need to cancel or reschedule. You can do this by phone, by email, or using the link in your confirmation email.
• If you cancel with less than 24 hours' notice, or do not attend, the full fee is charged. We may waive this in a genuine emergency or illness, at our discretion.
• If we need to cancel or change your appointment, we will offer you another time or a full refund.
5. Fees and Payment
• The fees are those shown on our Prices page when you book. We may change fees for future bookings.
• Payment is due in full at the time of treatment, unless we have agreed otherwise. We accept cash, credit and debit cards, and bank transfers.
• If you attend through a private health insurance provider, appointment length, fees and billing may differ from our standard pricing. Insurance-funded appointments are subject to the terms agreed between Virtue Healthcare and the insurer.
• AXA Health appointments are 30 minutes and are billed at AXA-approved rates
• Patients with insurance remain responsible for any excess or fees the insurer does not cover. Missed appointment fees may not be covered by the insurer, and may be charged to the patient.
6. Your Right to Cancel
If you buy a gift card or a package online, by phone, or anywhere other than at the clinic, you have the right to cancel within 14 days of buying, without giving a reason.
If you have already used part of what you bought, for example by attending a session, you pay for what you have used and we refund the rest. To cancel, email hello@virtue-healthcare.co.uk. Our Refund Policy explains how refunds are worked out.
7. Our Responsibility
Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, or for anything else the law does not allow us to limit.
Otherwise, we are not responsible for outcomes that result from medical information you did not tell us, or from advice you did not follow. We are not responsible for personal belongings lost or damaged on our premises, unless that is caused by our negligence.
8. Gift Cards and Discount Coupons
• Gift cards are valid for 12 months from the date of purchase. They cannot be exchanged for cash, and once the 14-day cancellation period has passed they are non-refundable.
• Gift cards must be presented or redeemed at the time of payment, and you must tell us when you book that you will be using one.
• Discount coupons are for promotional use. They cannot be transferred or combined with other offers unless we say so, and must be used within their validity period.
• We may withdraw or change future gift card and coupon offers. A gift card or coupon you already hold stays valid for its stated period.
9. Packages
Packages have their own Terms and Conditions. If the two documents differ, the package terms apply to packages.
10. Our Website
The information on our website is general, and is not medical advice. It does not replace a consultation with a registered professional. In an emergency, call 999. For urgent advice, call NHS 111.
All content on this website, including text, images and logos, belongs to Virtue Healthcare. Please do not copy or use it without our permission.
11. Privacy and Complaints
Our Privacy Policy explains how we handle your personal data. If you are unhappy with our service, our Complaints Policy explains how to tell us.
12. Changes to These Terms
We may update these Terms and Conditions. We will post the new version on this page with its date. Changes apply to appointments and purchases you make after the change.
13. Governing Law
These terms are governed by the law of England and Wales.