Please read these Terms of Service (“Agreement”, “Terms of Service”) carefully before using www.koyo-wellness.com (“the Site”) operated by and trading as KOYO Wellness Ltd (“us”, “we”, or “our”). This Agreement sets forth the legally binding terms and conditions for your use of the Site at www.koyo-wellness.com .
By accessing or using the Site in any manner, including, but not limited to, visiting or browsing the Site or contributing content or other materials to the Site, you agree to be bound by these Terms of Service. Capitalised terms are defined in this Agreement. These Terms of Service set forth the legally binding terms for your use of KOYO Wellness Ltd Services. You are only authorised to use the KOYO Wellness Ltd Services (regardless of whether your access or use is intended) if you agree to abide by all applicable laws and to these Terms of Service. Please read these Terms of Service carefully and save it. If you do not agree with it, you should leave the KOYO Wellness Ltd website and discontinue use of KOYO Wellness Ltd Services immediately. If you wish to become a Member, you must read these Terms of Service and indicate your acceptance during the registration process.
ACCOUNTS
In order to access some features of the website, you will have to create a KOYO Wellness Ltd account. You may never use another person’s account without permission. When creating your account, you must provide accurate and complete information. You are solely responsible for the activity that occurs on your account, and you must keep your account password secure. You must notify us immediately of any breach of security or unauthorised use of your account.
MEMBER SERVICES AND POLICIES
CANCELLATIONS: We have a 24-hour cancellation policy. This means you have 24 hours before your scheduled session to cancel and receive credit back to your account for future use. If you cancel after this timeframe, you agree to forfeit that session. This also applies if you do not show up for your session. Sessions cannot be changed less than 24 hours in advance of your scheduled time. Reserved sessions must be changed or cancelled within 24 hours of the scheduled time or they will be forfeited.
Regarding Covid-19 and variants, we are now following Government Guidelines meaning that we can proceed with our services, meaning that all sessions regardless of testing status fall under our regular booking and cancellation policy.
PERSONAL BELONGINGS: You agree that KOYO Wellness Ltd is in no way responsible for the safe keeping of your personal belongings while you are present in the space. You assume all risk of loss for any of your personal belongings.
SPACE RULES AND REGULATIONS
All sessions must be prepaid. No Exceptions
Reserved sessions must be changed or cancelled within 24 hours of the scheduled time or they will be forfeited.
MEMBERSHIPS
Memberships are an initial 3 month commitment, followed by a month to month commitment. We require 7 days notice (in writing to info@koyo-wellness.com) prior to the next payment cycle start date to cancel.
Any sessions that are not used before the next payment cycle will be forfeited and cannot be extended.
You are permitted to freeze the membership following the initial 3-month commitment period, for a maximum of 3 months within a 12-month period of your membership, this period will reset every 12-months of your payment cycle.
You have a 14 day right to cancel your membership, starting from the day you purchase the membership. If the membership is cancelled within the first 14 days you will be charged the full price for any sessions that have been booked within this time, plus a £35* administration fee. Information can also be found within our Terms and Conditions. *Subject to Change
If you miss a scheduled autopay, we require that you make payment within 14 days of the missed payment. If payment is not received within this time, our account team will get in touch with you via email to arrange payment, and a surcharge of £20 will be applied. If payment is not made after an additional 4 weeks (28 days), we reserve the right to pass the debt along to a debt collection agency. Any accumulated arrears will then be subject to payment plus any charges that the collection agency may apply. During this period, the contract is not terminated and so will continue to accumulate unless contact is made with info@koyo-wellness.com to cancel said contract.
PACKAGES
Session Packages must be used within 3 months of purchase or start date.
The expiry date for these packages cannot be extended.
Session Packages are non-refundable. No Exceptions.
CREDITS
All Credits must be used within 3 months of purchase or start date.
The expiry date for these credits cannot be extended.
Credits are non-refundable. No Exceptions.
GIFT CARDS
All purchased gift cards have an expiry of 12 months, from the date purchased, no exceptions.
Gift Cards are non extendable, and non-refundable, no exceptions.
Individual credit, package, and membership prices are subject to change, and as such, the remaining balance will be payable.
Gift cards are for a set amount, as opposed to a service, meaning any shortfall can be topped up by the recipient if necessary.
We are currently unable to facilitate Gift Card bookings online. Gift Card bookings can be made by phoning any of our studios.
INTRODUCTORY OFFERS
Intro offers can not be used in conjunction with any other offers or promotions
The expiry date for these credit/s cannot be extended.
The introductory offers must be used within 1-month of purchase, after this, they will expire, and cannot be used.
Credits are non-refundable. No Exceptions.
If recovering from injury or illness, notify KOYO Wellness Ltd prior to your session start time.
Stretch Therapists are subject to change without notice. Please go online and click on Appointments for current schedule.
We accept VISA, MASTERCARD OR AMERICAN EXPRESS.
1-Month extensions are purchasable in studio or over the phone. These are only applicable to packages, and exclude all Offers, Single Credits, Gift Cards and Memberships. The extension is only applicable to packages that are still in-date, and cannot be extended once they have expired. This extension is only valid for 1-month.
LIMITATION OF LIABILITY
By attending sessions, events, activities, and other programs and using the KOYO Wellness Ltd space facilities and equipment, you hereby acknowledge on behalf of yourself, your heirs, personal representatives and/or assigns, that there are certain inherent risks and dangers with KOYO Wellness Ltd sessions, you hereby acknowledge that you have voluntarily chosen to participate in an assisted stretch. You understand that KOYO Wellness Ltd strongly recommends that you consult with your physician prior to commencing any classes. By signing our waiver, you acknowledge that you have no medical conditions prohibiting a safe experience. By signing our waiver, you assume all risk for your health and well-being, and fully release and hold harmless for any responsibility, cost or damages to KOYO Wellness Limited, its Stretch therapists, members and employees. You hereby acknowledge that you, and any minor* under your care, fully release. * No one under 14 may participate. A minor aged 14-18 may participate with a parent present.
The content on the KOYO Wellness Ltd website, including without limitation, the text, software, scripts, graphics, photos, sounds, music, videos, interactive features and the like (“Content”) and the trademarks, service marks and logos contained therein (“Marks”), are owned by or licensed to KOYO Wellness Ltd, subject to copyright and other intellectual property rights under the law. Content on the website is provided to you as is for your information and personal use only and may not be downloaded, copied, reproduced, distributed, transmitted, broadcast, displayed, sold, licensed, or otherwise exploited for any other purposes whatsoever without the prior written consent of the respective owners. KOYO Wellness Ltd reserves all rights not expressly granted in and to the website and the Content. You acknowledge and agree that any questions, comments, suggestions, ideas, feedback or other information about the website or services, provided by you to Company are non-confidential and shall become the sole property of KOYO Wellness Ltd.
You agree to not engage in the use, copying, or distribution of any of the Content other than expressly permitted herein. You agree not to circumvent, disable or otherwise interfere with security-related features of the website or features that prevent or restrict use or copying of any Content or enforce limitations on use of the website or the Content therein.
“KOYO Wellness Ltd,” and other graphics, logos, wordmarks, and designs are trademarks of KOYO Wellness Ltd in the U.K. and/or other countries for which applications are pending. KOYO Wellness Ltd’s trademarks and trade dress may not be used, including as part of trademarks and/or as part of domain names, in connection with any product or service in any manner that is likely to cause confusion and may not be copied, imitated, or used, in whole or in part, without the prior written permission of KOYO Wellness Ltd.
MOBILE SERVICES
The KOYO Wellness Ltd Services may include certain services that may be available via your mobile phone, including but not limited to (i) the ability to book and/or purchase KOYO Wellness Ltd via your mobile phone, (ii) the ability to receive and reply to KOYO Wellness Ltd messages, (iii) the ability to browse KOYO Wellness Ltd from your mobile phone and (iv) the ability to access certain KOYO Wellness Ltd features through a mobile application you have downloaded and installed on your mobile phone (collectively the “Mobile Services”). We do not charge for these Mobile Services. However, your carrier’s normal messaging, data and other rates and fees will still apply. You should check with your carrier to find out what plans are available and how much they cost. In addition, downloading, installing, or using certain Mobile Services may be prohibited or restricted by your carrier, and not all Mobile Services may work with all carriers or devices. Therefore, you should check with your carrier to find out if the Mobile Services are available for your mobile devices, and what restrictions, if any, may be applicable to your use of such Mobile Services. By using the Mobile Services, you agree that we may communicate with you regarding KOYO Wellness Ltd and other entities by SMS, MMS, text message or other electronic means to your mobile device and that certain information about your usage of the Mobile Services may be communicated to us.
TERMINATION
We may terminate your access to the Site, without cause or notice, which may result in the forfeiture and destruction of all information associated with you. All provisions of this Agreement that by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity, and limitations of liability.
THIRD PARTY SITES
Our Site may contain links to third-party sites that are not owned or controlled by KOYO Wellness Ltd.
KOYO Wellness Ltd has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party sites or services. We strongly advise you to read the terms and conditions and privacy policy of any third-party site that you visit.
GOVERNING LAW
Any dispute arising between you and us in relation to these Conditions shall be governed by English law.
We both agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
RIGHTS OF THIRD PARTIES
A person who is not a party to these Conditions may not enforce any of them under the Contracts (Rights of Third Parties) Act 1999.
CHANGES TO THIS AGREEMENT
We reserve the right, at our sole discretion, to modify or replace these Terms of Service by posting the updated terms on the Site. Your continued use of the Site after any such changes constitutes your acceptance of the new Terms of Service.
We encourage you to review this Agreement periodically for changes. If you do not agree to any of this Agreement or any changes to this Agreement, do not use, access or continue to access the Site or discontinue any use of the Site immediately.
ELIGIBILITY
Membership is void where prohibited. This website is intended solely for Users who are 13 years of age or older. Any registration by, use of or access to the website by anyone under 14 is unauthorised, unlicensed and in violation of these Terms of Use. By using KOYO Wellness Ltd Services or the website, you represent and warrant that you are 14 or older and that you agree to abide by all of the terms and conditions of these Terms of Service. Minors between the ages of 14 and 18 may register on our website only with the involvement of a parent or guardian.
TERM
These Terms of Service shall remain in full force and effect while you use the KOYO Wellness Ltd Services or are a Member. You may terminate your membership at any time, for any reason, by following the instructions on the “My Account” page or by contacting your KOYO Wellness Ltd directly via phone or email. KOYO Wellness Ltd may terminate your membership at any time, without warning, if you breach these Terms of Service. Even after membership is terminated, these Terms of Service will remain in effect.
FEES
You acknowledge that KOYO Wellness Ltd charges fees for its services, and KOYO Wellness Ltd reserves the right to change its fees from time to time in its discretion. If KOYO Wellness Ltd terminates your membership because you have breached these Terms of Service, you may not be entitled to a refund of any unused portion of membership or other fees.
PASSWORD
When you sign up for member Services, you will also be asked to choose a password. You are entirely responsible for maintaining the confidentiality of your password. You agree not to use the account, username, or password of another member at any time or to disclose your password to any third party. You agree to notify KOYO Wellness Ltd immediately if you suspect any unauthorised use of your account or access to your password. You are solely responsible for any and all use of your account.
ENTIRE AGREEMENT; NO WAIVER
These Terms of Service, together with our Privacy Policy, and any other legal notices published by KOYO Wellness Ltd on the website, shall constitute the entire agreement between you and KOYO Wellness Ltd concerning our website. If any provision of these Terms of Service is deemed invalid by a court of competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms of Service, which shall remain in full force and effect. No waiver of any term of these Terms of Service shall be deemed a further or continuing waiver of such term or any other term, and KOYO Wellness Ltd’s failure to assert any right or provision under these Terms of Service shall not constitute a waiver of such right or provision. KOYO Wellness Ltd reserves the right to amend these Terms of Service at any time and without notice, and it is your responsibility to review these Terms of Service for any changes. Your use of the KOYO Wellness Ltd website following any amendment of these Terms of Service will signify your assent to and acceptance of its revised terms.
ARBITRATION
YOU AND KOYO WELLNESS LTD AGREE THAT, EXCEPT AS MAY OTHERWISE BE PROVIDED IN REGARD TO SPECIFIC SERVICES ON THE SITE IN ANY SPECIFIC TERMS APPLICABLE TO THOSE SERVICES, THE SOLE AND EXCLUSIVE FORUM AND REMEDY FOR ANY AND ALL DISPUTES AND CLAIMS RELATING IN ANY WAY TO OR ARISING OUT OF THESE TERMS OF USE, THE SITE AND/OR THE SERVICE (INCLUDING YOUR VISIT TO OR USE OF THE SITE AND/OR THE SERVICE) SHALL BE FINAL AND BINDING ARBITRATION, except that to the extent that either of us has in any manner infringed upon or violated or threatened to infringe upon or violate the other party’s patent, copyright, trademark or trade secret rights, or you have otherwise violated any of the User conduct rules set forth above then the parties acknowledge that arbitration is not an adequate remedy at law and that injunctive or other appropriate relief may be sought.
CONTACTING US
If you have any questions about these Terms of Service, the practices of KOYO Wellness Ltd or its services, or your dealings with this site, please contact us at: info@koyo-wellness.com
These Terms of Service have been updated and effective as of 12 Feb 2024.
PRIVACY POLICY
Your privacy is very important to us. The page below goes over in detail how we approach your data.
We will need to take your details from time to time – for example for processing payments, and learning how to offer you a better product. However, we won’t give that info to anyone else, the only use we’ll put it to is something directly related to your account.
When we take private information from you such as payment details, these are held securely to ensure privacy and are not shared.
Like virtually every company, we do use third party companies to provide some parts of our service, so when you are making payments for example, you will need to give your payment details to our payments provider. Rest assured the people we work with are trusted by millions and have excellent safeguards themselves.
KOYO WELLNESS LTD understands the importance of your privacy, and we want you to be as comfortable as possible visiting our site and using our services. This Privacy Policy governs the manner in which KOYO Wellness Ltd collects, uses, maintains and discloses information collected from users (each, a “User”) of the www.koyo-wellness.com website (“Site”). This privacy policy applies to the Site and all products and services offered by KOYO Wellness Ltd. We hope this will help you make an informed decision about sharing personal information with us. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in, and the terms of, this privacy policy. These practices may change, but any changes will be posted on this page. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.
Please note that the privacy practices set forth in this privacy policy are for this website only. If you navigate to other websites, please review the privacy policies posted at those sites.
PERSONAL IDENTIFICATION INFORMATION
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, subscribe to the newsletter, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.
NON-PERSONAL IDENTIFICATION INFORMATION
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilised and other similar information.
WEB BROWSER COOKIES
Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly or optimally.
HOW WE COLLECT INFORMATION
KOYO Wellness Ltd may collect and use Users personal information for the following purposes:
To improve customer service – Information you provide helps us respond to your customer service requests and support needs more efficiently.
To personalise user experience – We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
To improve our Site – We may use feedback you provide to improve our products and service.
To process payments – We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
To run a promotion, contest, survey or other Site feature – To send Users information they agreed to receive about topics we think will be of interest to them.
To send periodic emails – We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
HOW WE PROTECT YOUR INFORMATION
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
SHARING YOUR PERSONAL INFORMATION
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
COMPLIANCE WITH CHILDREN’S ONLINE PRIVACY PROTECTION ACT
Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our Site from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.
CHANGES TO THIS PRIVACY POLICY
KOYO Wellness Ltd has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
YOUR ACCEPTANCE OF THESE TERMS
By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
CONTACTING US
If you have any questions about this Privacy Policy, the practices of KOYO Wellness Ltd or its services, or your dealings with this site, please contact us at: info@koyo-wellness.com
Koyo Wellness Studio. Koyo is a wellness studio at 7 The Quadrant, Richmond, London TW9 1BP (“Koyo”). We have prepared these Terms to help ensure that all Koyo customers have the best and safest experience possible at Koyo.
About Us. Koyo is provided to you by Koyo Wellness Limited (“us”, “we”, or “our”). We are registered in England and Wales under company number 14766526 and with our registered office at 16 Great Queen Street, Covent Garden, London, United Kingdom, WC2B 5AH. Our VAT number is 441280423.
Your privacy. These Terms of Use should also be read alongside our Privacy Policy.
These terms of use (the “Terms”) tell you the terms that apply to the treatments and services offered by us at Koyo and to your booking of them, including:
YOUR ATTENTION IS PARTICULARLY DRAWN TO THE FOLLOWING:
In these Terms, we refer to each Koyo treatment as a “Treatment” and any membership or day package, or course of treatments, as a “Package”. We refer to either a Treatment or Package as a “Koyo Service”.
You must agree and accept these Terms if you want to book a Koyo Service. All members and other customers are required to read, accept and comply with these Terms in full. By using Koyo in any way, you confirm that you accept these Terms and that you agree to comply with them. If you do not agree to these Terms, you will not be allowed to become a member, attend Koyo or have a Treatment with us. You might want to print a copy of them for your own records.
These Terms will always be available on our website. It’s important that you regularly check our Site to see if any changes have been made and that you review the Terms whenever we update them or you book a new Koyo Service.
You also have to accept and agree our Disclaimer, which forms part of our contract with you.
Please refer to our Site for details of the Koyo Services that are available to order.
There may also be other terms or rules that apply to your use of a particular Koyo Service, which are either on our Site or we will let you know about before you book the relevant service. These additional terms will form part of these Terms, unless they are third party terms which create a direct contract between you and a third party.
Our email address is info@koyo-wellness.com
Our postal address for correspondence is 7 The Quadrant, Richmond, London TW9 1BP.
Our telephone number for bookings by phone or Whatsapp is 07572190432.
Please contact us using the above contact details if you have a question or complaint about Koyo. We will try to answer your enquiry or resolve any complaint as soon as possible. Please also contact us if you have any suggestions for improvements or additions that you would like to see at Koyo.
We will mainly contact you by email or telephone. However, we may also contact you by post. We will use the email and postal address provided when creating your Koyo account. As such, you must notify us as soon as possible if any of your details change.
Conditions of Access. To use Koyo:
Non-commercial use only. You may only access Koyo and our Site for individual, personal and non-commercial use.
Site access arrangements. You are responsible for making all arrangements necessary for you to access our Site.
You must provide us with accurate, complete, and up-to-date information when opening your Koyo Account, and you agree to update such information to keep it that way. If you don’t, we may suspend or terminate your Koyo Account.
You will be responsible for any use of your Koyo Account. You agree that you will not give your Koyo Account password to anyone else. You must notify us immediately of any unauthorised use of your Koyo Account.
Booking process. Once you have opened a Koyo Account, you can book a Koyo Service by placing an order through our Site, by telephone, by email or by Whatsapp. Confirmation that your order has been successfully submitted or received does not mean that your order has been accepted by us. Your order is an offer to book the Koyo Service on these Terms. Acceptance of your order by us takes place when we send you a booking confirmation email, at which point a legally binding contract for the purchase is formed between you and us on these Terms.
Rejecting your order. If we do not accept your order, for example because we have been unable to take payment, the Koyo Service is unavailable, you are under 18, or there has been a mistake regarding the pricing or description of the Koyo Service, we will email you and provide you with a refund if payment has already been taken. We have the right to reject any order for any reason.
Prices. Prices for Koyo Services will be set out on our Site. All prices are in pounds sterling. They also include VAT at the applicable rate. Prices may change at any time. These changes will not affect existing bookings unless there is a pricing error (see paragraph above). For membership pricing changes please see below at paragraph 6.
Payment. We accept the following credit cards and debit cards: Mastercard, American Express and Visa. You can also pay by Apple Pay and Google Pay. All credit card and debit card payments need to be authorised by the relevant card issuer. We will take payment from your card when you place your order.
No refunds or credits are given if you fail to attend a booked Treatment unless you give us a minimum of 24 hours’ notice. It follows that you can cancel a booked Treatment by giving us at least 24 hours’ notice before the Treatment is due to take place.
If you purchase a Koyo membership, it will automatically renew each month. If you purchase a membership, you will be charged the monthly membership fee on the start date of your membership. At the end of the first monthly period, your membership will automatically renew for further monthly periods. You will be charged the monthly membership fee on or around the start of each month (your “Membership Payment Date”). For example, if your membership starts on 5 March 2024, then it will automatically renew on the 5th April and then on the 5th of each following month until your membership ends, and your Membership Payment Date will be the 5th day of each month.
Your membership has a fixed minimum period of 3 months. All of our memberships have a fixed initial period of 3 months (“Fixed Period”). You will not be able to end your membership until that Fixed Period has expired (except under the cooling-off period below at paragraph 9).
You can end your membership by giving us two weeks’ notice. After the Fixed Period, you can end your membership by giving us at least 2 weeks’ notice before your next Membership Payment Date, in which case the last day of your membership will be the day before that Membership Payment Date. If you want to end your membership at the end of the Fixed Period, you must give us at least 2 weeks’ notice before the end of the Fixed Period.
How to end your membership. To cancel, you can send an email to info@koyo-wellness.com.
By purchasing a membership, you authorise us to take recurring payments from your card. Your membership continues until cancelled by you or we terminate your access to or use of Koyo or your membership in accordance with these Terms.
Changes to Membership Fees. We may change our monthly membership fees at any time. We will let affected members know by email at least 45 days before the price change takes effect. If you are an affected member you can choose to terminate your membership by giving 2 weeks’ notice under paragraph 4 above. If you are within your Fixed Period, the price change will not take effect until after the Fixed Period has ended.
We charge interest on late payments. If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
Late payments. If you fail or are late in making your membership payments, we may engage a debt collection agency or other organisation to help us get payment from you. We will only do this after we have made contact with you asking for payment. We will add a fee of £50 to the amount you owe to cover our reasonable administration costs if we do so, unless the missed payments are your bank’s fault. If you are in your Fixed Period, we will add your membership fees for the rest of that period to the amount you owe, as and when the monthly membership fees become payable (i.e. on each Membership Payment Date).
VAT changes. If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
Cooling-off Period.
You have the right to cancel a Package or other Koyo Service within 14 days from the date of your order confirmation. But you can’t change your mind about an order for a Koyo Service once it has been completed.
We will not provide any of the above Koyo Services during the 14-day cancellation period unless you request for us to do so by ticking the relevant box when you place your order. We are under no obligation to accept your request.
You have to pay for services you received before you change your mind. If you bought a membership we don’t refund you for the time you were receiving it before you told us you’d changed your mind.
To cancel your order, please email us at info@koyo-wellness.com. You can also use the cancellation form available here.
We refund you as soon as possible if you exercise your right to cancel during the cooling off period, and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
Where you are misusing Koyo. We may suspend, or close your Koyo Account, your access to Koyo and any Koyo Service with immediate effect, at any time, if we reasonably believe that you are in breach of these Terms or our Disclaimer or are otherwise misusing Koyo or a Koyo Service in any way.
Concern about your health. We may suspend your Koyo Account or refuse to provide your Koyo Service if we are concerned that it is not suitable for you in light of any information you provide to us about your health or personal circumstances, in which case we will refund you any amounts you have paid in advance for any unused and unexpired portion of the Koyo Service.
Termination/suspension on notice. We may also close your Koyo Account by providing you with at least 30 days notice of termination. If you have purchased a Koyo Service that is yet to take place or complete and we close your Koyo Account under this paragraph 3, on or shortly after termination we will refund you any amounts you have paid in advance for any unused and unexpired portion of the Koyo Service.
Consequences. When your Koyo Account is closed then all Treatments booked to take place after such closure, and any unexpired Packages, will be cancelled at the same time.
How. You may close your Koyo Account with us at any time by sending an email to info@koyo-wellness.com, unless you have purchased membership and you are still within your Fixed Period.
Consequences. When your Koyo Account is closed by you under 1, your access to Koyo and Koyo Services will cease. You will not be able to book any new Koyo Services and you will lose all outstanding bookings for Treatments and Packages. No refunds will be given for any unexpired Packages. But a refund will be given for any prepaid one-off Treatment bookings if your Account is closed more than 24 hours before the Treatment is scheduled to take place.
We will provide Koyo Services using reasonable skill and care. If you think there is something wrong with your Koyo Service, you must contact us using the contact details above.
Koyo Services are not a substitute for a doctor or other healthcare professional. You should not take, delay in taking or stop taking any action (such as taking medicines or seeking medical advice) based on any information obtained from us, the Site or our Koyo Services.
Any material we provide through the Site or at Koyo, including any recommendations or suggestions from our personnel, is for informational and educational purposes only and does not constitute medical advice, diagnosis and/or treatment.
You should always seek the advice of a doctor before beginning any physical exercise. We are not medical professionals, and we cannot give you any medical advice, diagnosis or treatment.
We do not recommend or endorse any specific treatments, services, tests, physicians, products, procedures, opinions, or other information that may be mentioned on the Site or at Koyo.
We make no promises or commitments in relation to the output or results of Koyo Services, or their impact on your physical or mental health or wellbeing.
Risk of Injury. You acknowledge that our Treatments are forms of physical activity that bear a risk of injury both physical and psychological.
Please check if the Treatment is right for you. When selecting and booking a Koyo Service, it is your responsibility to check the Treatment is right for you. You must ensure that you do not exceed the limit of your physical and mental skills or abilities and that you do not choose a Koyo Service if you have a physical or medical condition with which the Koyo Service is incompatible (see Disclaimer for more details).
Physical Adjustments. If we suggest physical adjustments, adaptations of technique or the use of certain equipment, it is your sole responsibility to determine if any such suggestions are appropriate for your level of physical and mental fitness. You acknowledge that you have no obligation to follow any of these suggestions.
We will never be responsible for any loss or damage that is:
We do not guarantee that the Site or our Koyo Services will be available at all times or at any specific time, or that a specific trainer or therapist will be available.
We are not responsible for the conduct of any of our members or customers.
No limitation of our liability for death or personal injury caused by our negligence. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.
Although we have taken all reasonable care to ensure that the features and functionalities provided on the Site are of a reasonably satisfactory standard, certain features may rely on networks and connections that are beyond our reasonable control. We shall therefore not be liable or responsible for any failure or unavailability of our Site which is caused by events outside our reasonable control.
All intellectual property in the Site (including the screen displays, the content, the text, graphics and look and feel of the Site), belongs to us or our licensors.
Koyo and the Koyo logo are trade marks of Koyo Wellness Limited. You are not permitted to use them without our approval.
You may not reproduce, republish, transmit or distribute any material, information or content on the Site, without our prior written consent. We reserve the right, in our sole discretion and without notice to you, to prevent future access by you to the Site or any part of it.
When using the Site, you may not:
(together referred to as the “Rules of Acceptable Use” in these Terms).
Failure to comply with the Rules of Acceptable Use constitutes a serious breach of these Terms and may result in us taking all or any of the following actions (with or without notice):
The responses described in paragraph 5 above are not limited and we may take any other action we reasonably deem appropriate.
We appreciate feedback, comments, ideas, proposals and suggestions for improvements to Koyo or any Koyo Service (“Feedback”). If you choose to submit Feedback, you agree that we are free to use it without any restriction or compensation to you.
You may link to our Site, provided you do so in a way that is fair and legal and which does not damage our reputation or take advantage of it. In particular, you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
Our Site must not be framed on any other site, nor should you establish a link to any part of our Site other than the login page.
We reserve the right to withdraw linking permission without notice.
Our Site may contain links to third party websites and services. If you decide to visit any third party site or use a third party service, you do so at your own risk. We provide access only as a convenience and are not responsible for the content, products or services on or available from those resources or links displayed on such websites.
Your browsing and interaction on any other website or your use of other services, including websites and services which have a link to our Site, is subject to that service provider’s or operator’s own terms, rules, and policies. Please read those terms, rules, and policies before proceeding.
While we take all reasonable precautions to keep our Site free from viruses, corrupt files and other malicious software, we cannot guarantee this. We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your device.
We need to collect certain personal information from you in order to provide you with Koyo Services.
We take privacy seriously and are committed to ensuring your information is handled appropriately. Please read our Privacy Policy at to understand how we collect, use and store information about you.
We may make changes to these Terms from time to time. Any changes will be posted on the Site and, where appropriate, we will give you at least 30 days’ notice by email before the change takes effect. If you continue to use our Site and Koyo Services following any change to these Terms, you will be accepting and agreeing the changes. If you do not agree to them, you should not continue to use our Site or Koyo.
If you have a current Koyo membership, any changes to our Terms will only become effective when your Fixed Period comes to an end, and if you do not agree to the changes you can cancel your membership before they take effect under paragraph 3 above.
If you have purchased a course of Treatments and you do not agree to the changes you can cancel your course at any time before the change in Terms takes effect by emailing us at info@koyo-wellness.com. We will then refund you the amount paid for any unused and unexpired portion of the Treatment course.
Changes we can always make. We can always change our services:
Changes we can only make if we give you notice and an option to terminate. We can also make other changes to our services or cease to supply a service, but if we do so we’ll notify you if you have purchased or booked a Koyo Service that is yet to take place or complete and is affected by the change. You can then contact us to cancel this before the change takes effect and receive a refund for any affected Koyo Service you’ve paid for in advance, but not received.
Each of the sections of these Terms operates separately. If any court or relevant authority decides that any of them (as a whole, or partially) are unlawful, the remaining sections (or part of them) will remain in full force and effect.
These Terms are personal to you. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these Terms.
If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking the contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
These Terms are between you and us. No other person shall have any rights to enforce any of its terms.
These Terms shall be governed and construed in accordance with English law, and (subject to the following sentences) the English courts shall have exclusive jurisdiction to determine the interpretation and application of these Terms if any dispute arises. However, if you are a resident of Northern Ireland, Scotland or the European Union, you may also bring proceedings in the courts of the country in which you live.
Redefining Health and Wellness
7 The Quadrant
Richmond, London
TW9 1BP
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