1. About us

The Whole You Dietitian is the trading name of Steven Paul, a sole trader registered in England and Wales, HCPC registration number DT036168, and a member of the British Dietetic Association (BDA), which provides my professional indemnity insurance.

2. Services

I provide private, virtual-only dietetic consultations delivered via Microsoft Teams. I do not provide in-person appointments. Services and pricing (correct as of the date of booking) are:

• Initial consultation (60 minutes): £100
• Initial consultation, extended (90 minutes): £130
• Standalone follow-up (45 minutes): £75
• 2 x 30-minute follow-up sessions: £120 (available only after an initial consultation)
• 4 x 30-minute follow-up sessions: £240 (available only after an initial consultation)

3. Booking and payment

• A link to these Terms and Conditions is provided on the website next to each paid option, so they can be read before purchase. The Client Consent Form completed after booking is a separate, more detailed consent step specific to your care — it does not replace this
• All bookings are made via Microsoft Bookings and require full payment in advance to confirm the appointment
• Payments are processed via Square; I do not separately store your card details
• If, after booking, you do not consent to proceed following the requirements set out in the Client Consent Form, a full refund will be issued within 5 working days. This falls under the 14-day statutory cancellation right in section 4, so no processing fee is deducted
• Bundle sessions do not need to be delivered consecutively or weekly. Each session after the first must be booked within 60 days of the previous session in the bundle; if it isn’t, the remaining session(s) are forfeited, unless exceptional circumstances (e.g. illness) are accepted, in which case the remaining sessions are honoured. There is no partial refund for a bundle forfeited on this basis
• The Whole You Dietitian reserves the right to charge a refund processing fee of up to £10 (or the actual payment processing fee for that transaction, if lower) on the day-30 unused-booking refund (section 4) and a client-requested 48-hours’-notice cancellation refund (section 5). This fee is not applied as standard. It is never applied to the 14-day statutory cancellation refund in section 4, or to any refund offered because I cancel or reschedule an appointment (section 5) — both of those remain full refunds

4. Statutory cancellation rights (cooling-off period)

Under the Consumer Contracts Regulations 2013 (“the 2013 Regulations”), you have the right to cancel this contract within 14 days of booking without giving a reason, for a full refund. In line with regulation 34(8) of the 2013 Regulations, no fee is deducted from this refund, including no payment processing fee.

• If your appointment is scheduled to take place within that 14-day period, I will only deliver the service once you have expressly requested this and acknowledged, via the Client Consent Form, that you lose your right to cancel once the service has been fully performed, including once an individual session has begun, as set out below
• Once a session — whether a standalone session, or an individual session within a package — has begun, it is treated as fully performed for the purposes of regulation 36(2) of the 2013 Regulations, regardless of how much of the scheduled time is used before you cancel. No refund, in full or in part, is given for a session that has begun. This reflects that the clinical preparation, delivery, and post-session clinical documentation involved are substantially the same whether a session runs for its full scheduled length or is ended early, and that the reserved appointment slot cannot be offered to another client either way
• Where a package includes one or more sessions that have not yet begun, cancelling within the 14-day period entitles you to a refund for those sessions only, under regulation 36(4) of the 2013 Regulations, calculated in proportion to the sessions already delivered against the total package

How the cooling-off period interacts with the cancellation policy

This section applies where a session falls, or would otherwise fall, within your 14-day cooling-off period, and sets out how the cooling-off right and the cancellation and rescheduling policy in section 5 apply together.

Single sessions

• Cancelled with 48 hours or more notice, before the session begins: full refund
• Cancelled with less than 48 hours’ notice, before the session begins: 50% refund. The standard late-cancellation charge in section 5 applies in full
• Failure to attend (“no-show”): no refund, the session fee is retained in full, on the same basis as the standard no-show charge in section 5
• Cancelled after the session has begun, at any point: no refund, in full or in part — see above

Package sessions (2-session and 4-session bundles)

Where the first session of a bundle falls within your 14-day cooling-off period, the same principle applies on a per-session basis, with one addition specific to packages:

• Cancelled with 48 hours or more notice, before that session begins: full refund for that session, as above
• Cancelled with less than 48 hours’ notice, before that session begins: the session can be rebooked within the bundle at no additional charge, consistent with the first-occurrence late-cancellation allowance in section 5
• Failure to attend (“no-show”): the session is forfeited in full, consistent with the standard package no-show rule in section 5
• Cancelled after that session has begun, at any point: no refund, in full or in part, for that session — see above
• Once the package has commenced, the 14-day cooling-off right does not entitle you to a refund for any session that has begun, already been delivered, or already been forfeited under the package cancellation rules in section 5 (for example, a second late cancellation or a no-show). Only a session that has not yet begun, and has not yet been cancelled or forfeited, remains eligible for a full cooling-off refund if cancelled with 48 hours or more notice before that specific session. This is subject to the exceptional-circumstances provision in section 5, which continues to apply throughout

Unused bookings after the cooling-off period

Beyond the 14-day statutory cooling-off period, if a booking — a single session, or an entire bundle — has not been used at all by day 30 after purchase, a refund will be issued, which may be subject to the processing fee described in section 3. This is a voluntary policy, in addition to the statutory right above, not a replacement for it. Once any session within the booking has taken place, or day 30 has passed, this refund no longer applies, and — for a booking a client simply no longer wishes to use — no refund is due; the standard cancellation and rescheduling policy in section 5 (and, for bundles, the 60-day booking window in section 3) governs from that point.

• This cooling-off right is otherwise separate from, and additional to, the cancellation and rescheduling policy in section 5 below, which governs moving or cancelling a specific appointment once the cooling-off period has ended or been waived

5. Cancellations and rescheduling

The late-cancellation and no-show charges below are a genuine, proportionate estimate of the cost of holding a reserved appointment slot at short notice, not a penalty.

Single sessions (initial consultation or standalone follow-up)

• Cancellations or rescheduling requests made 48 hours or more before the appointment: no charge, full reschedule, or refund which may be subject to the processing fee described in section 3
• Cancellations or rescheduling requests made within 48 hours of the appointment: 50% of the session fee is charged
• Failure to attend without notice (“no-show”): 100% of the session fee is charged
• If I need to cancel or reschedule an appointment for any reason, including but not limited to exceptional circumstances (e.g. illness), no charge applies, you will be offered the next available slot, and you may instead choose a full refund, with no processing deduction, if a suitable alternative time cannot be found

Package sessions (2-session and 4-session follow-up bundles)

The following applies to each individual session within a bundle, separately:

• Cancelled or rescheduled with 48 hours or more notice: no penalty — the session can be rebooked, subject to the 60-day booking window in section 3
• Cancelled or rescheduled with less than 48 hours’ notice, first occurrence within the bundle: the session can still be rebooked within the bundle, at no additional charge
• Cancelled or rescheduled with less than 48 hours’ notice, second or further occurrence within the same bundle: the session is forfeited and does not roll over. A replacement session can be purchased separately at the full standalone-session rate
• Failure to attend without any cancellation (“no-show”), at any point in the bundle: the session is forfeited immediately. This does not draw on the one-off late-cancellation allowance above — a no-show is always forfeited, even if it is the first missed session in the bundle

Example: if you have 2 sessions remaining in a bundle and no-show one of them, you have 1 session left. If you instead cancel one with less than 48 hours’ notice for the first time, you can still rebook it; a second late cancellation in the same bundle would forfeit that session.

6. Scope of service

This service provides evidence-based dietetic advice and support to adults, and to children and adolescents aged 6–17 seen on a case-by-case basis with parental or legal guardian consent. It is not a substitute for emergency medical care. If you are experiencing a medical emergency, contact 999 or attend A&E. Where your needs fall outside the scope of virtual dietetic care (e.g. requiring physical examination, safeguarding concerns, or specialist referral), I will refer you to an appropriate service, such as your GP.

For child and adolescent clients, care is provided in line with the Safeguarding Policy, which sets out how consent, parental involvement, and any safeguarding concerns are handled.

7. Data protection

Your personal and health data is processed in accordance with my Privacy Policy: https://thewholeyoudietitian.co.uk/privacy-policy/

8. Complaints

If you are unhappy with any aspect of the service, please see my Complaints Procedure: https://thewholeyoudietitian.co.uk/complaints-procedure/, or contact me directly at info@thewholeyoudietitian.co.uk.

9. Liability

I provide services with reasonable skill and care in line with HCPC standards of proficiency and BDA guidance, consistent with the statutory requirement under the Consumer Rights Act 2015. I am not liable for outcomes that result from incomplete or inaccurate information provided by you, or from your choice not to follow professional advice.

If a consultation is not carried out with reasonable care and skill, you have the right under the Consumer Rights Act 2015 to require it to be performed again at no extra cost, or, where that isn’t possible or hasn’t been done within a reasonable time, to a price reduction. These terms don’t limit or replace that right.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under English law. More generally, nothing in these terms affects your other statutory rights, including those under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

10. Governing law

These terms, and any dispute arising from them or from the services provided, are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any such dispute.

11. Changes to these terms

I may update these terms from time to time; the version in force at the time of your booking applies to that booking.