Serendipity Wellness® Terms & Conditions

Last updated: 23/10/25

These Terms and Conditions govern all services offered by Serendipity Wellness®, including but not limited to 1:1 consultations, online programmes, and Pilates class bookings, and are made in accordance with applicable UK laws and regulations.

By booking any service, you confirm that you have read, understood and agreed to the following:

1. Appointment/Consultation/Booking Policy

1.1 An initial consultation and assessment must be completed before any treatment, ongoing sessions, or online programme participation.

1.2 Clients under the age of 18 must be accompanied by a parent or legal guardian throughout any session or class.

1.3 A Client Agreement Form and Informed Written Consent must be completed and signed before any treatment, consultation, class, or programme participation.

1.4 All bookings (whether online or in-person) are subject to availability and confirmation by Serendipity Wellness®.

1.5 Pilates classes, online programmes, and other scheduled group offerings may be booked via the designated booking platform- TidyCal and forms collected via Google Forms. Please ensure accuracy of your contact details when registering.

1.6 All sessions must be paid for in advance, including packages- which must be used within 12 months of purchase.

1.7 Sessions are non-transferrable unless agreed in writing

1.8 All fees are non- refundable except as required by UK Law.

2. Scope of Practice

2.1 Tracy Richardson and/or Serendipity Wellness® operate strictly within their professional qualifications, insurance coverage, and scope of practice.

2.2 Services offered do not substitute for medical care. Clients are advised to consult with their GP or appropriate healthcare provider before commencing any nutritional guidance, movement therapy, or exercise programmes.

2.3 Tracy Richardson and/or Serendipity Wellness® reserve the right to:

Refuse treatment or participation where a medical contraindication exists.
Require written medical consent before treatment proceeds.
Refuse treatment if it falls outside the scope of insurance coverage.

We have tried our best to make these clear and easy to read and, where possible, have avoided using legal terms and jargon.

3. Medical Disclaimer

3.1 Information provided during consultations, classes, or online programmes is for educational and informational purposes only.

3.2 You must not rely on any content or advice given as a substitute for professional medical guidance.

3.3 Always seek advice from a qualified medical professional regarding health conditions or symptoms. In case of a medical emergency, seek immediate assistance.

3.4 You are responsible for disclosing any medical conditions, medications, or injuries that may affect your ability to safely participate in any service offered.

4. Cancellation and Refund Policy

4.1 Cancellation notice periods:

In-person clinic appointments (Rugby): Minimum of 48 hours’ notice.
Offsite appointments (including corporate or home visits): Minimum of 5 working days’ notice.
Online programmes and Pilates classes: Minimum of 24 hours’ notice.

4.2 Cancellations must be made via:

Phone: 07759 734787
Email: tracy@serendipitywellness.co.uk

4.3 Late cancellations or no-shows will result in the full 100% charge of the session. This includes pre-paid services, gift vouchers, and packages, which will be considered used and non-refundable.

4.4 Answerphone messages will be accepted if they include your full name, date/time of appointment, and clear intent to cancel.

4.5 Refunds (if applicable) will be processed to the original payment method only. Please allow 5–10 working days, depending on your bank/card issuer.

4.6 If booked via the online booking system, clients may reschedule appointments once within the appropriate cancellation window.

5. Lateness and No-Show Policy

5.1 If you arrive late for an appointment, your session will be shortened accordingly, and you will still be charged the full fee.

5.2 If your instructor/ therapist is running late, you will still receive your full session duration where possible.

5.3 Clients who fail to show up for scheduled appointments without notice will be charged 100% of the session fee. Repeated no-shows may result in refusal of future bookings or requirement for pre-payment in full.

6. Class and Programme Conduct

6.1 For Pilates classes and group sessions, clients are expected to:

Arrive on time and prepared.
Inform the instructor of any injuries, pregnancies, or health concerns prior to the class.
Behave respectfully toward staff and fellow clients.

6.2 Serendipity Wellness® reserves the right to refuse entry or discontinue participation for any individual whose behaviour is deemed unsafe, inappropriate, or disruptive.

7. Website Use

Your use of this website is subject to the following terms:

7.1 By browsing or using this site, you agree to comply with and be bound by these Terms & Conditions and our Privacy Policy.

7.2 We", "our", or "us" refers to Tracy Richardson and/or Serendipity Wellness®. "You" refers to the website user.

7.3 Content may change without notice. We do not guarantee accuracy, completeness, or reliability of any content.

7.4 You use this content at your own risk. It is your responsibility to ensure our services meet your needs.

7.5 All website content is owned/licensed by us and protected by copyright.

7.6 You may not reproduce, duplicate or copy material without prior written permission. No data harvesting, scraping, or automated extraction is permitted.

7.7 Unauthorised use of the website may result in a claim for damages or criminal liability.

7.8 Links to other websites are provided for convenience; we accept no responsibility for their content.

7.9 You may not link to this website without prior written permission.

7.10 The website and these Terms are governed by the laws of England, Scotland, and Wales.

8. Website Medical Disclaimer

8.1 The information on this website is not medical advice.

8.2 Always consult your GP or a qualified healthcare provider for medical concerns.

8.3 We do not guarantee that the information will always be available, accurate, or up to date.

8.4 Use of interactive features on the website does not constitute professional advice.

8.5 Nothing in this disclaimer limits liability where it cannot be legally excluded (e.g. for negligence causing death or injury).

9. Copyright Notice

9.2 All intellectual property rights in our website and materials remain our property.

9.3 You may view, download, and print content for personal use only. Commercial use is prohibited without permission.

9.4 You must not copy, sell, or exploit any materials unless expressly permitted.

10. Consultant Contract Services & IP

10.1 All materials shared in consultant relationships are confidential and remain the property of Tracy Richardson and/or Serendipity Wellness®.

10.2 Clients are granted a non-exclusive, limited-use licence only.

10.3 Services cancelled without notice may still be charged in full.

11. Limitation of Liability

11.1 Serendipity Wellness® and Tracy Richardson shall not be held liable for any personal injury, illness, loss, damage, or expense incurred by a client through the use of our services.

11.2 By participating in any 1:1 consultation, Pilates class, online programme, or related service, you confirm that you are voluntarily engaging in physical or wellness-related activity at your own risk. You are responsible for ensuring you are medically and physically fit to participate, and must seek advice from a medical professional if unsure.

11.3 All advice, guidance, and content (whether provided during a session, on our website, via email, or in an online programme) is for educational and informational purposes only, and does not constitute professional medical or psychological advice or diagnosis.

11.4 We are not responsible for any injury, condition, or negative outcome resulting from:\n- Incorrect use or misinterpretation of our materials or guidance; Omission or non-disclosure of relevant health conditions; Failure to follow safety instructions or advice given.

11.5 By engaging in our services, you voluntarily waive and release Serendipity Wellness® and Tracy Richardson from any and all liability, claims, or causes of action arising out of your participation, to the fullest extent permitted by law.

12. General

12.1. Any marketing, educational or other materials of any nature whatsoever produced by the Company in connection with Tracy Richardson and/or Serendipity Wellness® and which are made available to clients will at all times remain the property of Tracy Richardson and/or Serendipity Wellness® and will be subject to copyright.

12.2. By providing an email address to Tracy Richardson and/or Serendipity Wellness® the client consents to receiving email communications from Tracy Richardson and/or Serendipity Wellness®.

3. The client also accepts the risk that email may not be a secure and confidential means of communication. Although every effort is made to ensure information is secure, Tracy Richardson and/or Serendipity Wellness® will not be liable for any loss or damage suffered as a result of communicating with a client by email.

4. If the client has agreed to receive marketing emails from Tracy Richardson and/or Serendipity Wellness® they have the option to unsubscribe in the email.

13. Data Protection and Confidentiality

13.1 All client records and information are handled in accordance with the UK GDPR and Data Protection Act 2018.

13.2 Confidentiality is maintained at all times, except where required by law or where there is a risk of harm.

See our Privacy Policy for details.

14. Force Majeure

14.1 Neither the client or Tracy Richardson and/or Serendipity Wellness® shall be deemed to be in breach of these Terms and Conditions by reason of any delay in performing, or any failure to perform, any of the client’s or Tracy Richardson and/or Serendipity Wellness® obligations in respect of these Terms and Conditions, if the delay or failure was due to any cause beyond the client’s or Tracy Richardson and/or Serendipity Wellness® control including, but not limited to, acts of God, explosions, actual or suspected terrorist attacks, floods, fire or accident, war or threat of war, sabotage, civil disturbance, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority, import or export regulations or embargoes or industrial actions or trade disputes.

15. Governing Law

15.1 This Agreement shall be governed and construed in accordance with the laws of England and Wales and shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

15.2 If any part of these Terms is found by a court of competent jurisdiction or other competent authority to be invalid, unlawful or unenforceable then such part will be severed from these Terms, the remainder of which will continue to be valid and enforceable to the fullest extent permitted by law.

16. Enquiries & Complaints

Contact us at: tracy@serendipitywellness.co.uk
Postal: Tracy Richardson, Serendipity Wellness®, 31 Hawlands, Rugby, CV21 1JR

17. Online Programmes and Digital Content

17.1 Upon purchase of an online programme, course, or digital resource from Serendipity Wellness®, you are granted a limited, non-transferable, non-commercial licence for personal use only. All content remains the intellectual property of Tracy Richardson and may not be shared, copied, resold, reproduced, or distributed in any form without prior written permission.

17.2 Once access to a digital programme or course has been granted, or the programme has officially commenced (whichever is earlier), no refunds will be issued, unless the product is faulty, not as described, or otherwise in breach of UK consumer rights legislation.

17.3 Access to each programme or resource is clearly stated at the time of purchase. It is your responsibility to log in and make full use of the materials within that access window. Extensions are not guaranteed and may incur an additional fee.

17.4 “Lifetime access” refers to the lifetime of the programme or the business, not your lifetime. Should the programme be discontinued, we will endeavour to provide reasonable notice and options to download key content (if applicable), though this cannot be guaranteed.

18. Online Programme Participation Terms

18.1 If you have any pre-existing medical, physical, or psychological condition, you are required to consult with your GP or healthcare provider before participating in any online programme, class, or wellness course.

18.2 Our digital programmes are designed for general educational and wellness support purposes only and are not a substitute for professional medical advice, diagnosis, or treatment.

18.3 Participation in online courses, movement-based content (e.g., Pilates), or health advice is voluntary and undertaken entirely at your own risk. You must work within your own limits and seek appropriate support where needed.

18.4 Once access to the programme is provided, no refunds will be issued under any circumstances unless legally required (see 5.2 above).

18.5 If you enrol via a payment plan, you are entering a legal agreement to pay the full balance. Cancellations or missed payments are not permitted unless agreed in writing. Failure to pay may result in access being revoked and debt recovery action being taken.

18.6 Any breach of programme rules, including inappropriate conduct in private forums, abusive behaviour, or misuse of intellectual property, may result in immediate removal from the programme with no refund.

18.7 All written, audio, video, or downloadable content is protected by copyright and intellectual property law. You may not replicate, distribute, screenshot, record, or share content, whether paid or free, without explicit permission.

Additional Terms and Conditions for Specific Events

19. Retreat Terms & Conditions

Specific Terms for "Rediscover Your Radiant Health Retreat" are available [here].

20. Pilates Brunch Live Terms

Specific Terms for "Pilates Brunch Live" are available [here].

21. Festive Flow and Feast Terms & Conditions

Specific Terms for “Festive Flow and Feast” available [here].

For further clarification, contact Tracy Richardson at tracy@serendipitywellness.co.uk.