Terms & Conditions of Service

Last Updated: April 2026

These Terms & Conditions apply to the wellness services and programmes provided by Aurion London Ltd. They explain how bookings, payments, cancellations, refunds and service delivery are handled, together with your rights and responsibilities when receiving services from us.

1. ABOUT US

1.1 Company Details

Aurion London Ltd (“we”, “us”, or “our”) is a company registered in England and Wales.

Company Registration Number: 16842132

Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom.

1.2 Contact

You can contact us regarding these Terms at team@aurion.london.

2. APPLICABILITY

2.1 These Terms and Conditions apply to all consultations, sessions, services, programmes and packages provided by Aurion London Ltd to you (“the Client”).

2.2 By booking a consultation, paying a deposit, purchasing a programme or attending a session, you agree to be bound by these Terms.

2.3 If we agree any specific service details, timing or pricing with you in writing at the time of booking, those details will form part of your contract with us.

3. BOOKINGS, RESCHEDULING, CANCELLATIONS & LATENESS

3.1 Booking Confirmation

Appointments are subject to availability and are only confirmed once you receive written confirmation from us.

3.2 Rescheduling and Cancellation Policy

  • We ask that you give us at least 24 hours’ notice if you need to reschedule an appointment.
  • If you reschedule or cancel with at least 24 hours’ notice, we will use reasonable efforts to move your appointment to another available time.
  • If you cancel with less than 24 hours’ notice, or fail to attend your appointment, we may treat the session as used and charge the full session fee, or deduct that session from your programme or package balance.
  • In exceptional circumstances, we may waive this at our discretion.

3.3 Lateness Policy

  • We operate on a precise schedule to ensure privacy, flow and clinical quality for all clients.
  • If you arrive late, your session time may be reduced accordingly so that subsequent appointments are not delayed. The full session fee will still apply.
  • If you arrive more than 15 minutes late, we may treat this as a missed appointment if there is insufficient time to deliver the session safely and appropriately.

4. ELIGIBILITY, SCOPE & SUITABILITY

4.1 Disclosure

You confirm that all information provided in your pre-visit health questionnaire, consultation forms or other screening materials is true, accurate and complete to the best of your knowledge. You agree to inform us promptly of any changes to your health, medication, symptoms or medical status during the course of your programme.

4.2 Nature of Services

Aurion London Ltd provides wellness, recovery and optimisation services. Our sessions may be delivered using CE-marked technologies, including PureFlow™ Enhanced External Counterpulsation, where appropriate.

We do not provide primary medical diagnosis, emergency care, or a replacement for the advice of your GP, consultant or other medical professional.

Sessions are delivered by trained practitioners working within Aurion’s defined service protocols. Individual practitioners do not provide personal medical diagnosis or specialist medical treatment unless expressly stated otherwise in writing.

4.3 Suitability and Contraindications

We reserve the right to postpone, refuse or discontinue a session or programme if we reasonably consider that it may not be appropriate, safe or suitable for you based on the information provided, the results of your screening, or observations made during your care. In such circumstances, any refund will be handled in accordance with our Refund Policy.

4.4 Duty of Care and Signposting

If, at any point during your programme, we identify that your needs may fall outside the scope of a wellness service, or that you may benefit from assessment by a medical professional, we may advise you to seek guidance from your GP or another suitably qualified clinician.

4.5 Informed Consent

Before your first session, we will explain the nature of the relevant service, how it is delivered, the sensations you may experience, and your right to pause or stop at any time. You may ask questions before or during a session and may withdraw your consent at any time. Any entitlement to a refund will be assessed in accordance with our Refund Policy and your statutory rights.

4.6 Individual Response

Individual response to the Services varies. We do not guarantee any specific clinical, physiological, aesthetic or performance outcome.

5. PACKAGES, FEES & PAYMENT

5.1 Payment Terms

Fees for consultations, sessions, programmes and packages will be communicated to you at the time of booking or purchase. All packages must be paid for in accordance with the payment schedule agreed upon booking, unless otherwise confirmed by us in writing.

5.2 Deposits

Any deposit paid forms part of the total price of the relevant Services.

5.3 Non-Payment

If payment is not received when due, we may suspend or refuse further Services until payment has been made.

6. YOUR RIGHT TO CANCEL

6.1 If you purchase Services online, by phone or by email, you may have the right to cancel within 14 days from the date your contract with us is formed, without giving a reason.

6.2 If you cancel during this 14-day period and your Services have not yet started, we will refund all sums paid in full to your original payment method.

6.3 If you arrange and purchase your booking in person at our premises, this 14-day cooling-off period will not usually apply.

6.4 If you ask us to begin your Services during the 14-day cancellation period, you expressly request early performance of the Services.

6.5 If you then cancel before the Services have been completed, we may retain an amount that is proportionate to the Services already provided up to the date of cancellation.

6.6 If the Services are fully performed during the 14-day cancellation period, your right to cancel will end once the Services have been completed in full, provided you requested that we begin during that period and acknowledged that your cancellation right would then end.

6.7 Further details on refunds, cancellations and partially used packages are set out in our Refund Policy.

7. DATA PROTECTION

7.1 We take your privacy seriously. Your personal data, including sensitive health information you provide to us, is processed in accordance with applicable UK data protection law.

7.2 We use your information only as reasonably necessary to administer bookings, deliver the Services, assess suitability, maintain appropriate records and comply with our legal and regulatory obligations.

7.3 For full details of how we collect, use, store and protect your personal data, please refer to our Privacy Policy.

8. LIMITATION OF LIABILITY

8.1 Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any liability that cannot lawfully be excluded or limited.

8.2 Subject to clause 8.1, we are responsible for losses you suffer only to the extent that they are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

8.3 We are not responsible for losses that were not foreseeable to both you and us when the contract was formed, or for any business losses where you use the Services as a consumer.

8.4 Nothing in these Terms restricts your statutory rights under the Consumer Rights Act 2015, including your right to seek repeat performance or an appropriate price reduction where available by law.

9. COMPLAINTS

9.1 Our Commitment

We are committed to providing an exceptional client experience. If you are unhappy with any aspect of our Services, we encourage you to contact us so that we can review your concerns promptly and in good faith.

9.2 Contacting Us

In the first instance, please contact us:

We will aim to acknowledge your complaint within 3 working days of receipt and provide a substantive response within 20 working days. Where additional time is required, we will let you know.

10. PROGRAMME RECORDS

10.1 We maintain an appropriate service record for each client, which may include screening information, session notes, communications and any relevant baseline or progress measurements recorded as part of your care.

10.2 These records are retained in accordance with our Privacy Policy and our obligations under applicable UK law.

10.3 You have the right to request access to your personal data in accordance with applicable data protection law.

11. CHANGES TO THESE TERMS

11.1 We may update these Terms from time to time.

11.2 The version in force at the time of your booking or purchase will apply to that booking or purchase, unless a change is required by law or we notify you of the change and you agree to it.

12. JURISDICTION

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

12.2 The courts of England and Wales will have jurisdiction, except where mandatory consumer law provides otherwise.

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