Customer Terms & Conditions

Bookings, treatments, packages and memberships

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Last updated: 4 September 2026

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PRO ACTIVE WELLNESS LTD (trading as Pro Active)
Company number 14755183 · Registered office: 5 Bostock Road, Broadbottom, Hyde, England, SK14 6AH
info@pro-active.life · 0161 8201 138

 

Please read these Terms before booking.
These Terms apply when you book or purchase services, packages or memberships from Pro Active. They do not affect rights you have under UK consumer law.

 

1. About these Terms

These Terms & Conditions ("Terms") govern the supply of services by PRO ACTIVE WELLNESS LTD, trading as Pro Active ("Pro Active", "we", "us" or "our"), to an individual customer ("you" or "your").

They apply to bookings and purchases made through our website, Pro Active landing pages, the Pulse booking platform, by telephone, in person, through a payment link or by any other method we make available.

If a particular service, package, membership, promotion or offer has additional terms displayed before purchase, those additional terms form part of your contract. If there is a conflict, the specific terms shown for that product or offer take priority to the extent of the conflict.

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2. Who we are

• Legal entity: PRO ACTIVE WELLNESS LTD

• Trading name: Pro Active

• Company number: 14755183

• Registered in: England and Wales

• Registered office: 5 Bostock Road, Broadbottom, Hyde, England, SK14 6AH

• Email: info@pro-active.life

• Telephone: 0161 8201 138

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3. Our services

Pro Active provides wellness, recovery and complementary therapy services. These may include, depending on current availability, PEMF, lymphatic treatments, red light therapy and related services.

Our services are not a substitute for medical diagnosis, emergency care or advice from a GP or other appropriately qualified healthcare professional. Unless expressly stated otherwise, our services are provided for wellness and recovery purposes and we do not guarantee that a service will diagnose, treat, prevent or cure any disease, injury or medical condition.

Results and experiences vary between individuals. We do not guarantee any particular physical, therapeutic, cosmetic, recovery or wellbeing outcome.

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4. Eligibility, age and treatment suitability

You must be aged 18 or over to make an online booking or purchase in your own name. If you want to arrange a service for someone under 18, please contact us before booking. We may require a parent or legal guardian to provide consent and to attend.

Some services are not suitable for everyone. Before treatment, we may ask you to complete a screening, intake or suitability form and may ask reasonable follow-up questions about your health, medication, pregnancy, implanted devices, recent surgery, injuries or other relevant circumstances.

• You must answer screening and suitability questions honestly, accurately and completely.

• You must tell us if relevant information changes before a later appointment.

• If you are unsure whether a service is suitable for you, you should obtain medical advice before proceeding.

• We may refuse, postpone, modify or stop a service where we reasonably believe it would be unsafe, inappropriate or outside the scope of the service we provide.

• Where reasonable, we may ask you to obtain medical clearance before we provide a service.

If we decide not to provide a service for a suitability or safety reason before treatment begins, we will offer an appropriate alternative, reschedule or refund the affected service, unless the reason results from information you failed to disclose when you reasonably should have done so and a fair cancellation charge is applicable.

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5. Making a booking

A booking is a request until we issue a booking confirmation or otherwise confirm the appointment. Your contract for an appointment is formed when we confirm the booking.

You are responsible for checking the service, practitioner (where applicable), location, date, time, price and any add-ons shown in the confirmation. Please tell us promptly if anything is incorrect.

We may correct obvious pricing or availability errors before a service is supplied. If a material error affects your booking, we will give you the option to accept the corrected booking or cancel for a full refund of the affected amount.

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6. Prices and payment

The price payable is the price shown to you before you confirm the booking or purchase, including VAT where VAT is legally applicable, unless an obvious pricing error has occurred.

We may require full payment, a deposit, a valid payment method, a payment link or another agreed payment arrangement. Payment terms will be shown before you complete the purchase.

Online card payments are processed through our payment provider, currently Stripe. Pro Active and Pulse do not need to store your full card number or card security code to process a Stripe-hosted payment. Stripe may provide us with transaction references, payment status, card type and limited payment details needed to administer the transaction.

If payment is not completed when required, we may release the appointment or suspend the relevant package or membership benefits until payment is made.

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7. Appointment cancellations and rescheduling

Current appointment cancellation policy
More than 48 hours before the appointment: no cancellation charge. Between 24 and 48 hours: 50% of the appointment price. Less than 24 hours or a no-show: up to 100% of the appointment price. These charges remain subject to statutory rights and must not exceed a fair and proportionate amount in the circumstances.

 

Because practitioner time, treatment rooms and equipment are reserved for your appointment, late cancellations can cause us a direct loss. Subject to your statutory rights, the following policy applies:

When you cancel

What normally applies

More than 48 hours before the scheduled start time

You may cancel or reschedule without a cancellation charge. Any amount paid for the affected appointment will be refunded or credited, as agreed.

24 to 48 hours before the scheduled start time

A cancellation charge of up to 50% of the appointment price may apply. Any balance paid above that amount will be refunded or credited.

Less than 24 hours before the scheduled start time

A cancellation charge of up to 100% of the appointment price may apply.

No-show

A cancellation charge of up to 100% of the appointment price may apply.

 

We will apply cancellation charges fairly and proportionately. If we avoid or materially reduce our loss, for example because we are able to fill the appointment at short notice, we may reduce or waive the charge where appropriate.

The same cancellation policy applies where an appointment is booked using a package, membership allowance, promotional entitlement or session credit. Any deduction or charge will not exceed the amount that could fairly have been charged for the affected appointment.

To cancel or reschedule, use the booking facility we provide or contact us at info@pro-active.life or 0161 8201 138. The time we receive your cancellation request is the time used to apply the policy.

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8. Late arrivals

Please arrive in sufficient time for any required check-in or screening. If you arrive late, we may need to shorten the appointment so that later customers are not delayed. The full booked price may still be payable where we have reserved the full appointment period for you.

If you arrive so late that the service cannot reasonably or safely be provided, we may treat the booking as a late cancellation. We will consider the circumstances and apply any charge fairly.

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9. Cancellations or changes by Pro Active

We may occasionally need to change or cancel an appointment because of practitioner illness, equipment failure, premises issues, safety concerns or other circumstances outside our reasonable control.

If we cancel an appointment, you may choose a reasonable replacement appointment or a full refund of the amount paid for the affected appointment. If we make a material change that you do not wish to accept, you may cancel the affected booking for a full refund.

We are not responsible for losses that are not reasonably foreseeable or that you could reasonably have avoided, but nothing in these Terms limits any liability that cannot lawfully be limited.

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10. Packages and prepaid session credits

Where you buy a package or prepaid block of sessions, the package description shown before purchase will state the number or value of sessions included, the eligible services and any validity period. Those details form part of your contract.

• Package credits are for personal use unless the package is expressly described as transferable.

• Credits have no cash value and cannot be exchanged for cash except where a refund is required by law or expressly agreed by us.

• Any expiry date will be displayed before purchase. We will not apply an undisclosed expiry term.

• A booking made using a package credit remains subject to the appointment cancellation policy in section 7.

• Where a service or location becomes permanently unavailable, we will offer a reasonable alternative, extension, credit or proportionate refund for unused affected value.

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11. Memberships and recurring payments

Memberships may involve recurring monthly payments and may include discounted prices, included sessions, credits or other benefits. The price, billing frequency, minimum term (if any), included benefits, usage limits, expiry or rollover rules and any joining offer will be displayed before you subscribe. Those details form part of your contract.

If a membership has a minimum term, you may give notice to end it during the minimum term so that it ends when the minimum term expires. After any minimum term, the membership will continue on the recurring basis stated at purchase until you cancel it.

You may cancel a membership through any cancellation facility we provide or by contacting info@pro-active.life. We do not charge a separate cancellation fee for ending a membership at the end of the applicable minimum or paid period.

If you cancel after a recurring payment has already been processed, the membership will normally continue until the end of the period already paid for. We will not deliberately make cancellation more difficult than joining.

If a recurring payment fails, we may retry the payment, contact you and temporarily suspend membership benefits. We will not charge an undisclosed failed-payment fee.

We may change a membership price or a material ongoing benefit by giving reasonable advance notice. Unless a change is required by law or is clearly beneficial to you, a price increase will not take effect during a fixed minimum term without your agreement. For a rolling membership, you may cancel before the change takes effect.

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12. Statutory cancellation rights for online and off-premises purchases

Your statutory cancellation rights are separate from our appointment cancellation policy. Depending on the type of contract, UK law may give you a 14-day right to cancel a distance or off-premises service contract without giving a reason. Certain contracts, including some services related to leisure activities provided on a specific date or during a specific period, are excluded from that statutory cancellation right.

Nothing in these Terms removes or restricts a statutory cancellation right that applies to your purchase.

For a membership or package purchased online, where a statutory 14-day cancellation right applies, the cancellation period normally begins on the day after the contract is made. You may cancel by any clear statement, including email, or use the optional model cancellation form in Appendix 1.

If you expressly ask us to begin supplying a service during a statutory cancellation period and then cancel before the service has been fully performed, we may charge a proportionate amount for the service supplied up to the time you cancel, where the law permits. If the service is fully performed within that period after your express request and acknowledgement, the statutory cancellation right may end once the service has been fully performed.

Where a statutory refund is due following cancellation, we will make it within the period required by law and normally using the same payment method, unless you expressly agree otherwise.

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13. Promotions, discounts and gift offers

Promotions, discount codes, introductory offers and limited-time offers may have specific eligibility, expiry, location, service or redemption conditions. Any material conditions will be made available before purchase or redemption.

Unless stated otherwise, offers cannot be exchanged for cash and cannot be combined with another offer. We may refuse a promotion where it has been used fraudulently or outside its published terms.

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14. Your responsibilities during a visit

• Treat staff, practitioners and other customers respectfully.

• Follow reasonable safety and equipment instructions.

• Do not attend under the influence of alcohol or non-prescribed drugs where this could affect safety or suitability.

• Tell us immediately if you feel unwell, uncomfortable or experience an unexpected reaction during a service.

• Do not misuse, damage or interfere with our equipment or premises.

We may refuse or end a service and ask a person to leave where behaviour is abusive, threatening, discriminatory, unsafe or seriously disruptive. Any refund will depend on the circumstances and your statutory rights.

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15. Information, recommendations and assessment journeys

Our websites and Pulse-powered assessment journeys may use information you provide to suggest services that may be relevant to your stated goals or preferences. Such recommendations are informational and are not a diagnosis, prescription or substitute for professional medical advice.

You remain responsible for deciding whether to book a service and for providing accurate suitability information. Where appropriate, a practitioner may make a different recommendation after reviewing your circumstances.

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16. Liability and your statutory rights

We must provide services with reasonable care and skill and in accordance with applicable consumer law. Nothing in these Terms excludes or limits your rights under the Consumer Rights Act 2015 or other rights that cannot lawfully be excluded.

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.

Subject to the paragraph above, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for loss that is not foreseeable, for business losses suffered by a consumer, or for loss caused by information you knowingly withhold or provide inaccurately where that information is material to safe provision of the service.

Nothing in these Terms makes you waive rights concerning an unsafe or negligently provided service.

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17. Personal information

We handle personal information in accordance with our Privacy Policy. Health and suitability information may be special category personal data and is handled with additional safeguards. Our Cookie Policy explains how we use cookies and similar technologies on our websites and Pulse-powered pages.

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18. Complaints

If you are unhappy with a service or any aspect of your booking, please contact us as soon as possible at info@pro-active.life or 0161 8201 138. You may also write to us at 5 Bostock Road, Broadbottom, Hyde, England, SK14 6AH.

Please provide your name, booking details and a clear description of the issue. We will acknowledge and investigate complaints promptly and will keep you informed if a matter requires longer to resolve.

Nothing in this complaints process prevents you from using any legal or regulatory remedy available to you.

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19. Changes to these Terms

We may update these Terms from time to time for legal, regulatory, operational or service reasons. The version that applies to an individual one-off booking is normally the version presented when that booking was made.

For an ongoing membership, we may update these Terms on reasonable notice. We will not use an update to remove accrued rights or impose a material detrimental change during a fixed minimum term without a lawful basis and, where required, your agreement or a right to cancel.

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20. General

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

A delay by us in enforcing a right does not mean that we have waived that right.

These Terms are between you and Pro Active. No other person has a right to enforce them except where the law expressly provides otherwise.

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21. Governing law and courts

These Terms and your contract with Pro Active are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory consumer protections that apply where you live and may use any court that applicable law permits you to use.

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Appendix 1 - Model cancellation form

Use this form only if you have a statutory right to cancel and wish to do so. You do not have to use this form; any clear statement of cancellation is sufficient.

To: PRO ACTIVE WELLNESS LTD, 5 Bostock Road, Broadbottom, Hyde, England, SK14 6AH
Email: info@pro-active.life

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service/membership/package:

Service/membership/package:  _____________________________________________

Ordered/purchased on:  _____________________________________________

Customer name:  _____________________________________________

Customer address:  _____________________________________________

Email or telephone:  _____________________________________________

Signature (only if sent on paper):  _____________________________________________

Date:  _____________________________________________

PRO ACTIVE WELLNESS LTD · Company 14755183 · Registered in England and Wales