Terms and conditions

Last updated: 31 October 2026

These terms set out how our services work, what you can expect from us, and what we ask of you. They apply whenever you book, pay for or take part in any Health by Science service, in person or online.

Please read section 5 carefully. It sets out your legal right to cancel a booking made online or by telephone, and that right sits above our own cancellation policy in section 6.

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1. Who we are

Health by Science Ltd CIC, a Community Interest Company registered in Scotland.

• Company number: SC557048
• Registered office: 98 Giles Street, Leith, Edinburgh, EH6 6BZ
• Company type: private company limited by guarantee, registered as a Community Interest Company

Where we say “we”, “us” or “our” in these terms, we mean Health by Science Ltd CIC. Where we say “you” or “your”, we mean the person booking or receiving our services.

Where we work from

• Personal training and semi-private personal training: 98 Giles Street, Leith, Edinburgh, EH6 6BZ
• Physiotherapy, sports massage and Thrive rehab classes: 100 Giles Street, Leith, Edinburgh, EH6 6BZ
• Online physiotherapy and online assessments: delivered remotely by video call

How to reach us

• Email: hello@healthbyscience.co.uk
• Telephone: 0131 210 0002
• Post: 98 Giles Street, Leith, Edinburgh, EH6 6BZ

We hold professional indemnity and public liability insurance. Details of our cover are available on request by emailing hello@healthbyscience.co.uk.

2. About these terms

You accept these terms when you confirm a booking with us, whether that is through our online booking system, by telephone, by email or in person. We will send you a copy of these terms with your booking confirmation.

These terms, together with your booking confirmation and our Privacy Policy, form the contract between us. If anything in your booking confirmation conflicts with these terms, the booking confirmation applies.

Nothing in these terms affects your legal rights as a consumer. If any part of these terms is found to be unenforceable, the rest continues to apply.

3. Our services

Physiotherapy. Assessment and treatment delivered by physiotherapists registered with the Health and Care Professions Council (HCPC), in person at 100 Giles Street or online by video call.

Free online assessment. We offer everyone who contacts us a free online assessment with a physiotherapist. This helps us understand your goals, identify anything that needs medical attention, and decide which of our services is right for you.

Personal training. One to one training with our personal trainers, delivered under the clinical oversight of our physiotherapists. Available as a monthly membership. See sections 7 and 8.

Strength Lab (semi-private personal training). A monthly membership. See sections 7 and 8.

Sports massage. Soft tissue treatment delivered by our therapists, booked individually or as a monthly or three-month subscription. See sections 7 and 8.

Thrive rehab classes. Small group rehabilitation classes, as a monthly membership. See sections 7 and 8.

Movement MOT, Injury MOT and Performance MOT. One-off paid assessments, each covering a defined set of screening measures. What is included is set out on the relevant page of our website at the time you book.

How our services fit together. Personal training, semi-private personal training, Thrive classes and sports massage are delivered by our personal trainers and sports massage therapists, who work as physiotherapy assistants under the direct supervision of an HCPC-registered physiotherapist. A supervising physiotherapist is present at our premises throughout and is also contactable by telephone.

You do not need to see a physiotherapist to use these services. They are not, however, a substitute for a physiotherapy assessment or treatment appointment. Where we think you need to see a physiotherapist, we will tell you and arrange it.

4. Booking, prices and payment

How a booking is made. You book through our online booking system, by telephone or in person. Your booking is confirmed, and the contract between us begins, when we send you a booking confirmation by email. If we cannot offer the slot you have requested we will contact you and no contract is formed.

Payment. Payment is taken in full at the time of booking, unless we tell you otherwise. Payments are processed by Stripe. We do not see or store your full card details.

Cards held on file. With your written permission, we may store your card securely through our booking system so that we can take payment for future appointments when you ask us to. We will not charge a stored card without your agreement. You can withdraw that permission at any time by emailing hello@healthbyscience.co.uk.

Prices. Current prices are shown on our website and in our booking system. The price that applies is the price shown when you book. For subscription services, see sections 7 and 8.

VAT. We are not registered for VAT. No VAT is charged on our prices, and the price you see is the price you pay.

Gift vouchers. Gift vouchers are valid for 12 months from the date of purchase. If your voucher expires before you have used it, contact us and we will either extend it or convert it into credit against a future booking. Gift vouchers cannot be exchanged for cash. If you buy a voucher online you have the same 14-day cancellation right described in section 5.

Pricing errors. We take care to price our services correctly. If we discover an obvious error in the price of a service you have booked, we will contact you before providing it and give you the choice of continuing at the correct price or cancelling with a full refund. We will not charge you more than the price you agreed without your consent.

5. Your legal right to cancel a booking

Because most of our bookings are made online or by telephone, they are distance contracts. This gives you a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14-day period. You have 14 days, starting the day after we confirm your booking, to change your mind and cancel for a full refund. You do not need to give a reason.

This right sits above our own cancellation policy. If you cancel within the 14-day period and before your appointment has taken place, you are entitled to a full refund. That applies even if you cancel with less than 48 hours’ notice and would otherwise fall within the late cancellation policy in section 6.

If your appointment falls inside the 14 days. By booking an appointment that takes place within 14 days of your booking, you are expressly asking us to start providing the service before the end of the cancellation period. You can still cancel, but:

• if we have already provided part of the service, we may charge you a proportionate amount for what has been provided
• once the service has been fully provided, for example once you have attended your appointment, you lose the right to cancel that appointment

How to cancel. Tell us clearly that you want to cancel, by emailing hello@healthbyscience.co.uk, telephoning 0131 210 0002 or writing to us at 98 Giles Street, Leith, Edinburgh, EH6 6BZ. You can use the cancellation form at the end of these terms, but you do not have to.

Refunds. We will refund you within 14 days of the day we are told you want to cancel, using the same payment method you used to book.

Memberships and subscriptions. This 14-day right applies when you first sign up to any membership in section 7. If you asked us to start your sessions or classes within those 14 days and then cancel, we may charge a proportionate amount for what you have used.

6. Our appointment cancellation, late cancellation and no-show policy

This policy applies to appointments and sessions where your legal right to cancel in section 5 does not apply or has ended. Where section 5 applies, section 5 wins.

Notice we ask for. We ask for at least 48 hours’ notice if you need to cancel or move an appointment. Please tell us by email, telephone or through your booking confirmation link.

Cancelling with 48 hours’ notice or more. No charge. We will move your appointment or refund you in full, whichever you prefer.

Cancelling with less than 48 hours’ notice, or not attending. The full fee for the appointment is payable and we will not refund it. We hold appointment slots exclusively for you and we cannot usually fill them at short notice.

Discretion. We know that life does not always give 48 hours’ notice. Where there is a good reason for a late cancellation, including sudden illness, an emergency, a bereavement or severe weather, we will waive the charge. Contact us and tell us what has happened. We apply this discretion reasonably and consistently, but the decision is ours.

If you are late. Your session will still finish at its scheduled end time so that we do not run late for the next person. If you arrive more than 15 minutes late we may not be able to see you, and the appointment may be treated as a no-show.

If we cancel. If we have to cancel or move your appointment, we will tell you as soon as we can and offer you the choice of an alternative time or a full refund. If we cancel repeatedly and you no longer want to continue, you can cancel any remaining bookings and we will refund you in full.

7. Memberships and subscriptions

Which services are subscriptions. One-to-one personal training (including personal training with massage, Buddy personal training and Programme Design), Strength Lab semi-private personal training, Thrive classes, sports massage subscriptions, and online coaching and online personal training are memberships. They continue, and you are charged automatically, until you end them. There is no minimum term.

Before you sign up. We will tell you the price, how often you pay, the date of your first payment, the notice you need to give to end your membership, how to end it, and when we will send you reminders. We will then email you confirmation of your membership with a copy of these terms.

Payments. Payments are taken by card through Stripe. For one-to-one personal training, the first payment is taken when you sign up and then on the 1st of each month. For other memberships, the first payment is taken when you sign up and then on the same date each month, or every three months for the three-month massage plan. Monthly membership prices, including one-to-one and Strength Lab personal training, are per calendar month, so you pay the same in months with five weeks.

Ending your membership. You can give notice to end your membership at any time. We need one month’s notice. You can give notice using the form at healthbyscience.co.uk/end-membership, by email to hello@healthbyscience.co.uk, by telephone on 0131 210 0002, or in person. Your membership ends one month after the day we receive your notice. Any payment that falls due within that month will still be taken, and you can keep using your membership until it ends.

Confirming the end date. We will confirm in writing the date your membership ends: within 24 hours if you use the online form, and within 3 working days if you tell us another way.

Reminders. From 1 January 2027, we will email you a reminder about your next payment at least once every 6 months, about 5 to 6 weeks before that payment, so that you have time to give notice if you want to. For the three-month massage plan, we will do this before each renewal.

Your right to cancel. Your legal 14-day right to cancel in section 5 applies when you first sign up. If you asked us to start your sessions or classes within those 14 days, we may keep a proportionate amount for what you have used.

Price changes. We will give you at least 30 days’ written notice before any price change. If you do not want to continue at the new price, tell us before it takes effect and you will not pay the new price, even if your notice period has not finished.

Failed payments. If a payment fails we will retry it and contact you to sort it out. If the payment is still outstanding after 7 days we may suspend your access until it is resolved. We apply this reasonably and will always try to speak to you first.

8. Terms for each membership

One-to-one personal training. Your plan sets how many sessions you have each week. Sessions you do not use carry over for one month. You can freeze your membership for one month, once in any three-month period; sessions you do not use during a frozen month do not carry over.

Strength Lab (semi-private personal training). £100 per month for one 60-minute coached session a week, in a group of up to 5 people, with an individual training programme delivered through the Everfit app (see section 10). Missed sessions are not made up, and Strength Lab memberships cannot be frozen.

Thrive classes. £70 per month for one class a week. Everyone joining Thrive has an assessment with one of our HCPC-registered physiotherapists first. Classes are led by our coaches, working as physiotherapy assistants under the supervision of an HCPC-registered physiotherapist who is present at our premises throughout and is also contactable by telephone. Classes take place at 100 Giles Street, Leith, Edinburgh, EH6 6BZ. Classes are booked weekly and are not carried over; if you cannot attend, please let us know so that we can offer your place to someone else.

Funded and free places. As a Community Interest Company, we keep a proportion of Thrive places free of charge for people who could not otherwise take part. Funded places come with the same access and the same standard of service as paid places. Because those places are limited and in demand, we ask that you use them. If you miss four consecutive classes without telling us why, we will contact you first, and if we do not hear back we may reallocate your place. We may also withdraw a funded place at our discretion, and we will tell you why if we do.

Sports massage subscriptions. The monthly plan is £55 per month for one 60-minute sports massage each month. The three-month plan is £126 every three months for three 60-minute sports massages, which you can book from the start of each three-month period. Credits you do not use expire at the end of the period you have paid for. A friend or family member may use your credit. For the three-month plan, your notice must reach us at least one month before your renewal date to stop that renewal. Our 48-hour appointment cancellation policy in section 6 applies to each booked massage.

Online coaching and online personal training. Delivered remotely through our coaching app and video calls. What is included and the monthly price are set out when you sign up.

Online physiotherapy: one month of online rehab.

What you get. £120 for one month of online rehab with a physiotherapist, starting from your first programme in the Everfit app. It includes: an exercise programme with video demonstrations in the Everfit app; a 15-minute video check-in each week (four in the month); and messaging with your physiotherapist in the app, with replies within one working day (Monday to Friday, excluding bank holidays).

Payment. Paid in full when you book, by card through Stripe. This is a one-off payment, not a subscription. Nothing renews automatically.

Missed check-ins. Please give 48 hours’ notice to move a check-in, as in section 6. We’ll rearrange it within your month where we can.

Money-back guarantee. If you are not completely satisfied with your month, tell us within 7 days of the end of it, by emailing hello@healthbyscience.co.uk or by messaging your physiotherapist in the app. We will refund the full £120 within 14 days, using the payment method you booked with. You don’t need to give a reason. The guarantee applies once per person.

Your other rights. The guarantee is in addition to your legal rights, including your right to cancel in section 5 and your rights under the Consumer Rights Act 2015 in section 13. It doesn’t replace them.

If online isn’t right for you. If your physiotherapist decides that you need to be seen in person, or need medical assessment, they will tell you and explain why. You can then book a 30-minute in-person session at 100 Giles Street at the price shown when you book, or ask for a refund of the unused part of your month.

9. Health screening and taking part safely

How we screen you. Everyone who contacts us is offered a free online assessment with a physiotherapist.

• Personal training services, including semi-private personal training and Thrive: you complete a physical activity readiness questionnaire (PAR-Q) before you take part.
• Sports massage: your therapist takes you through a health screening in person at the start of your first appointment.
• Physiotherapy: your physiotherapist covers your health history as part of the assessment itself, so there is no separate questionnaire to complete beforehand.

Telling us the truth. You must give us complete and accurate information about your health, injuries, medical conditions, medication and pregnancy. We rely on what you tell us to keep you safe. Please tell us straight away if anything changes, and tell your instructor or therapist at the time if something does not feel right during a session.

When we will not treat you. If your screening answers, your assessment or anything you tell us during a session suggests a problem that needs medical attention, we will not treat you. We will explain why and advise you to seek urgent medical care or to see your GP, depending on what we have found. This is a clinical judgement and it is not negotiable. We may also stop a session part way through on the same grounds. Where we decline to treat you before a session has started, we will refund you.

Referring you on. Some problems are outside what we can help with. Where that is the case we will tell you and, where we can, point you towards the right service.

Under-18s. We see people under 18 only where a parent or guardian books the appointment, agrees to these terms, pays for the service and is present throughout. We will also explain the treatment to the young person themselves and check that they are happy to go ahead.

Protecting people. All of our staff are members of the Protecting Vulnerable Groups (PVG) Scheme.

Understanding the risks. Exercise and physical treatment carry inherent risks. Muscle soreness after a session is normal. Less commonly, people are injured. We manage this through screening, qualified staff, clinical oversight and appropriate progression, but we cannot remove the risk entirely. None of this affects our responsibility to you under section 13.

10. Everfit

We deliver written exercise and rehabilitation programmes through Everfit, an app provided by a third party based in the United States.

To receive your programme you will need to create your own account directly with Everfit and accept Everfit’s own terms of service and privacy policy. That is a separate agreement between you and Everfit, and we are not a party to it. We are not responsible for the availability of the Everfit platform or for how Everfit handles your data under its own agreement with you.

If you do not want to use Everfit, tell us and we will provide your programme another way.

When your subscription or programme with us ends, your access to the programme we have written for you continues until the end of the month in which it ends.

11. Treatment funded by insurers and other third parties

We work with a number of private medical insurers and case management companies, including Speed Medical, HCML, Bupa, CL Medical, Aviva, AXA and Vitality.

Where your treatment is funded by an insurer or other third party, we will begin treatment only once we have written authorisation from them. It is your responsibility to arrange that authorisation and to tell us if it is withdrawn or runs out.

You remain responsible for any amount your insurer or funder does not pay, including any excess, any shortfall between our fee and the amount authorised, and the cost of any appointment they decline to cover. Our cancellation policy in section 6 applies to funded appointments in the same way.

12. Professional regulation and complaints

Our physiotherapists are registered with the Health and Care Professions Council (HCPC), the statutory regulator for physiotherapists in the United Kingdom. “Physiotherapist” is a protected title and only registered practitioners may use it. You can check any of our physiotherapists on the public register at hcpc-uk.org, and we will give you their registration number on request. Our physiotherapists work to the HCPC standards of conduct, performance and ethics.

Our personal trainers and sports massage therapists work as physiotherapy assistants under the direct supervision of one of our physiotherapists. Physiotherapy assistant is not a title regulated by the HCPC. Our assistants hold their own professional qualifications and work within a scope agreed with, and monitored by, the supervising physiotherapist, who remains clinically responsible.

If something goes wrong. Please tell us. Most things are quickest to sort out by speaking to the person you saw, or by emailing hello@healthbyscience.co.uk.

Our complaints procedure.

1. Send your complaint to hello@healthbyscience.co.uk, or by post to 98 Giles Street, Leith, Edinburgh, EH6 6BZ. Tell us what happened, when, and what you would like us to do.
2. We will acknowledge your complaint within 5 working days.
3. We will investigate and give you a full written response within 20 working days. If we need longer, we will tell you why and when to expect a response.
4. If you are not satisfied with our response, you can ask for it to be reviewed by a company director who has not been involved.

If your complaint is about the conduct or competence of a registered physiotherapist and you are not satisfied with our response, you can raise it directly with the HCPC at hcpc-uk.org.

13. Our responsibility to you

What we always remain responsible for. Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors
• fraud or fraudulent misrepresentation
• breach of your legal rights in relation to our services, including the right to have services carried out with reasonable care and skill
• anything else that cannot lawfully be limited or excluded

The standard we work to. We will provide our services with reasonable care and skill, as required by section 49 of the Consumer Rights Act 2015. If we do not, you have the right to ask us to put it right, and if we cannot do that within a reasonable time and without significant inconvenience to you, to a reduction in price.

Outcomes. We cannot guarantee a particular clinical result, a level of performance or a timescale for recovery. Bodies respond differently and recovery depends on many things outside our control. This does not reduce our duty to carry out our services with reasonable care and skill, and it does not exclude our responsibility for injury caused by our negligence.

Foreseeable loss. We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

Business use. We provide our services for personal use. If you use them for any commercial purpose, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

Your belongings. Please do not leave valuables unattended at our premises. We are not responsible for loss or damage to personal property unless it is caused by our negligence.

14. Your responsibilities and behaviour at our premises

We ask you to:

• follow the reasonable instructions of our staff, including on technique, loading and use of equipment
• use equipment as you have been shown, and tell us if anything is faulty
• treat our staff and other clients with respect
• not attend if you are unwell with something that could be passed on to others
• not attend under the influence of alcohol or drugs

We do not accept abusive, threatening or discriminatory behaviour towards our staff or other clients. Where that happens we may end a session immediately, ask you to leave, and cancel your future bookings or subscription. If we cancel a subscription for this reason, we will refund the unused part of the period you have paid for.

Please do not film or photograph in our premises without our permission, out of respect for other clients’ privacy.

15. Intellectual property

All materials we provide, including exercise programmes, assessment reports and results, videos, handouts, and the content of our website, are owned by Health by Science Ltd CIC or its licensors, and are protected by copyright and other intellectual property rights. The Health by Science name and logo are used under licence.

When you buy a service from us, we give you a personal, non-transferable licence to use the materials we provide for your own health, training and rehabilitation. You may keep them and use them for as long as you like.

You may not resell, republish, redistribute or share our materials, use them to train or coach other people, or use them for any commercial purpose, without our written permission.

Your clinical records are held by us. How we handle them is explained in our Privacy Policy.

16. Privacy

We handle your personal information, including your health information, in line with UK data protection law. Our Privacy Policy explains what we collect, why, how long we keep it, who we share it with and what rights you have. It was last updated on 28 July 2026 and you can read it at healthbyscience.co.uk/privacy.

17. Changes to these terms

We may update these terms from time to time, for example to reflect a change in our services or in the law. The version that applies to your booking is the version published when you made that booking.

For subscriptions, we will give you at least 30 days’ notice of any change that affects you, and you can tell us before it takes effect if you do not want to accept it, and the change will not apply to you during your notice period.

The date at the top of this page tells you when we last made a change.

18. Governing law

These terms are governed by the law of Scotland, and any dispute can be brought before the Scottish courts.

If you live elsewhere in the United Kingdom, you keep the benefit of any consumer protections that apply where you live, and you can bring proceedings in your local courts.

19. Contact us

• Email: hello@healthbyscience.co.uk
• Telephone: 0131 210 0002
• Post: Health by Science Ltd CIC, 98 Giles Street, Leith, Edinburgh, EH6 6BZ

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Cancellation form

You can use this form to cancel under section 5, but you do not have to. Any clear statement that you want to cancel is enough.

To: Health by Science Ltd CIC, 98 Giles Street, Leith, Edinburgh, EH6 6BZ, hello@healthbyscience.co.uk

I hereby give notice that I cancel my contract for the supply of the following service:

Service booked: …………………………………………………..

Date of appointment or start date: …………………………………………………..

Date of booking: …………………………………………………..

Your name: …………………………………………………..

Your address: …………………………………………………..

Signature (only if sending this form on paper): …………………………………………………..

Date: …………………………………………………..